In this episode of the Park Leaders Show, Phil Gaines, retired Director of South Carolina State Parks, returns to discuss the funnier side of visitor reviews.

While some low-star reviews are unwarranted, as Jody and Phil explain, they can also provide a unique perspective. Sometimes, a new visitor question or a trite online review can reflect ignorance, even humor; however, the key is considering the context. 

For instance, when a tourist says an outrageous comment, rather than write it off, appraise their viewpoint, take it for what it is, and focus on offering a quality experience. In this way, you can accurately process the feedback regardless of presentation. 

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Today on the ‘Park Leaders Show’, Phil Gaines, retired Director of South Carolina State Parks, returns to discuss the value of interpretive services.

As Phil notes, many parks are applying budget cuts to interpretive services and discontinuing in-person programming due to COVID-19; however, while the physical returns have dwindled, the online returns have been surprisingly high.

While interactive platforming is a helpful tool, as Phil explains, if a park wants to maintain its interpretive services, it must justify them through analytics validating their impact and champion them through product development and resource management. In any situation, for interpretive services to have legislative support, a park must be able to demonstrate communal impact and how that impact can yield financial returns to sustain future programs.

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On today’s episode of the ‘Park Leaders Show’, Cam Sholly, Superintendent of Yellowstone National Park, joins the show to discuss prioritizing park responsibilities.

Of these umbrella priorities, Cam explains five in particular: workforce development, strengthening ecosystems and cultural resources, resource accessibility and park experience, investing in infrastructures, and building coalitions and partnerships.

In all endeavors, Cam emphasizes the importance of adaptability, positivity, and teamwork not only in managing priorities but people along the way.

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Today Reggie Williams, ex-NFL linebacker, former Disney executive, and social reformer, returns to discuss how inclusion should look in state parks.

When we talk about popular tourist attractions, we often think inclusion is exclusive to participants after they’ve engaged. Popular among park leaders is the idea once the gates open, their staff should be ready to serve those who enter.

While this notion is partially true, as Reggie and I explain, inclusive is a two-way exchange that starts with pre-entry outreach and equality. In order to include, parks must not only integrate tourist suggestions into their marketing but express a commitment to serve ahead of confirmed interest.

As Reggie concludes, a park best serves its customers by prioritizing their voice. If a park team actively seeks to hear what potential customers are saying, no question they will leave a greater impact in their community.

Resources:

Resilient by Nature: Reflections from a Life of Winning On and Off the Football Field by Reggie Williams

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