Goal Communication at Ontario Heritage Sites

Abstract

Professional management literature suggests that goal setting is one of the most important steps in the organizational process as goals provide a clear understanding of the directions in which the organization is heading. In ensuring that each member of an organization is aware of its goals, the goal communication process is viewed as a central part of everyday management. Goal communication between managers and interpreters at Ontario heritage sites is the focus of the present study. Three sites were investigated, and three different research methods were used to obtain the data: semi-structured interviews with managers and interpreters; analysis of documentation related to the operation of the sites; and participant observation. The study’s findings revealed that: 1) not all heritage sites have their goals documented; 2) the documentation of site goals does not necessarily guarantee that interpreters are aware of them; 3) goals of the sites are communicated to interpreters by only two means – orientation, and reading materials; and 4) more training is required for interpreters in order to implement their site’s goals successfully and consistently. A number of recommendations for heritage site management were developed, which include extending goal communication techniques to daily site interaction and to daily assignments given to interpreters, as well as exploring new goal communication channels and providing opportunities for continuous training of interpreters.