Cross-channel Design for Cultural Institutions—The Istituto degli Innocenti in Florence

Abstract

The paper illustrates the way a cultural institution can embrace a systemic and cross-channel approach that enables it to link together a number of different entities and sources of knowledge on childhood and adolescence, which it owns. These channels are related one to another to create a unique ecosystem, to allow a seamless experience among various contexts and a systemic integration of the institution’s holdings. The relationship between different channels is brought about through the use of a thesaurus; navigation between the terms in the thesaurus allows the creation of a consistent structure of relationships between the channels. The thesaurus makes it possible to move from the digital channels of the organization (website, OPAC, digital repository) to the physical ones (library, museum, or archive) using specific subjects as a compass; to pursue the visit experience by choosing specific paths within the physical space or to move from the physical to the digital world; and to develop an integrated use of web resources during a visit in physical space in order to customize the path and find objects or related information.

This work is the result of a collaborative effort; however, Luca Rosati wrote Introduction, Cross-channel user journey, The museum and the archive, Conclusions; Antonella Schena wrote Towards a common ground of Knowledge about Childhood and Adolescence; and Rita Massacesi Application of the thesaurus in the cross-channel strategy. The case study has has also been documented in Rosati et al. (2013).