Museums as Knowledge-creating systems: how new technologies can improve quality

Abstract The artistic, historical and scientific heritage preserved by museums represents both a driving force for economic enhancement and a resource to be employed in the cultural development process of the community. The mission of a modern museum can be identified in its ability to produce and spread culture; therefore a museum can be conceived as a “competence centre” and quality as the outcome of the transfer of knowledge rather than an increase in services. The paper outlines the role of new technologies in attracting new segments of demand and creating new means of communication. What emerges is a framework whose attention is, according to the Resource-based and competence-based perspectives, focused on innovative projects capable of generating experience, producing deeper appreciation and understanding in the public. The presence of computer sites, interactive programs and the structure of web sites are analyzed in some case studies in the municipality of Florence, including major arts museums and science and natural history museums. International comparisons are carried out. Results show a lower technological level in art museums if compared to potential goals, whilst science museums tend to have a higher degree of communication effectiveness. The general framework allows us to outline some technological paths which could simultaneously involve small museums.