Estudos de usuários no sistema de informação museal: uma proposta para a adequação da oferta informacional em museus à luz de usuários invisibilizados

Abstract

Museums, which position themselves as institutions primarily engaged in the organization and dissemination of specialized information derived from their collections, have been extensively discussed in the context of Information Science as informational systems. When visitors enter museum galleries, they exhibit behaviors related to the need, search, and utilization of information. This information encompasses both the displayed artworks and the various infrastructure services offered within these spaces. However, our literature review reveals that the provision of information has not adequately catered to all segments of the museum-going audience, particularly a distinct group referred to here as the "invisible" audience. This group is defined as individuals who, due to historical exclusion that persists to this day, are disconnected from the cultural artifacts housed within these institutions. They perceive themselves as not being properly represented or engaged by the informational, narrative, and thematic formats found in museums. Given this context, the objective of this thesis was to investigate the information-seeking behavior of these "invisible" individuals within the museum information system. This research is based on User Studies in Information Science, with the goal of enhancing the engagement of this specific audience through improvements in the informational offerings of these environments. The study consisted of four main components: i) A theoretical framework was developed to examine the evolution of museum information systems and to identify models related to User Studies that could be applied to the museum context. ii) Semi-structured interviews and survey questionnaires were conducted with "invisible" users to understand their perspectives on the phenomenon of information within museums. iii) Results were discussed with specialists in Museology, Information Science, and related fields to validate the findings and gain additional insights. iv) The results were shared with museum institution managers, leading to discussions on actions that could enhance the information provided to this specific audience. Textual analysis software, such as iFeel, NVivo, and Iramuteq, was employed to assess the outcomes of the study. The findings revealed 37 barriers preventing the "invisible" public from engaging with the museum information system. Examples of these barriers include the excessive use of jargon and complex language, an inadequate range of information suitable for various cultural backgrounds, unclear and concise descriptions of collections, outdated information, and insufficient accessibility for individuals with special needs. In conclusion, the study underscores that the museum information system has inadequately addressed the "invisible" audience, resulting in actions that are often superficial and instinctive, falling short of fulfilling the genuine desires and informational needs of this audience. As one of its significant contributions, this study presents potential adaptations that can be implemented within museum spaces to better engage the "invisible" audience, particularly in an informational context.