Interview with Jean took place in Blue 1. Initially difident she did open up somewhat and gave some interesting helpers' POV insights. I did get the impression that she remained somewhat guarded throughout the interview.
She seems to be quite an accomplished presenter and was pretty comfortable around the equipment. Bambo was doing the interview which I think worked well because Jean had seen her around and seemed relatively comfortable with her.
The aide was derived by reworking the questions we were going to ask Sarah. I wanted to get more of a chance to get at vernacular knowledge but this was essentially Bambo's call so I waited until my question chance at the end.
Despite the overt harmony at TQ it is clear from the way she speaks (and also the way she avoids some subjects) that the helpers feel to an extent undervalued. There's a certain wariness of the managers, I get the impression that some of them are viewed as divas and the helpers (or at least Jean) seem to think that although they get asked for feedback that it doesn't get listened too.
What was most fascinating to me was her description of the skill of being a helper. Interpreting exhibits for customers (and they are nearly always customers not usually visitors) seems to be a "you have it or you don't" type of skill. Makes me wonder about how the helpers see themselves in producing the experience.
I suspect in retrospect that a good way to get more fully at the helpers' opinions is to get them around the table and do a video-taped group discussion, especially if we can identify those who seem to be the most chatty and most likely to stir discussion.