GLAM Convergence Revisited: An Examination of User Perception and Experience

Institutions in the GLAM (galleries, libraries, archives, and museums) sector serve the public as institutions for cultural heritage, identity, education, experience, and leisure. The goals of these institutions are becoming more closely aligned and they have shared a turn from being collection-centred to a focus on users and visitors. When these institutions also face similar challenges brought on especially by digitalization, there is increasing discourse in scholarly literature and among GLAM professionals about the drivers, impacts and opportunities of convergence for the sector. There remains however, scant empirical examination of user/visitor perception and experience of such convergence. This research addresses this knowledge gap and investigates a converged GLAM case institution, Te Ara Ātea in New Zealand through a user/visitor survey. The survey findings suggest that users/visitors perceive and experience fewer issues with convergence relative to benefits. A novel insight from this research is that the concept of GLAM convergence can positively contribute to cultural and community wellbeing. As for perceived issue within the convergence space, of particular interest is the concept of unsanctioned touch of displayed objects/artworks, and the alleged unclear behavioral norms in converged environments. The findings also point to further considerations and implications regarding GLAM disciplinary boundaries.