THE COMPANY
The JMD&Co team helps heritage organisations recognise and capitalise on the potential of their front-of-house staff and volunteers. The company designs practical workshops on interacting with visitors, devising and delivering guided tours, and leading educational activities for school, family and adult learning groups.
The company develops training for front-of-house staff based on a blend of roles appropriate to the organisation. JMD&Co’s approach was developed in collaboration the Royal Collection team when Buckingham Palace opened to the public more than a decade ago. Since then, training for the wardens who welcome visitors on behalf of the Royal Household has been refined to reflect the demands of their role. They are:
The company develops training for front-of-house staff based on a blend of roles appropriate to the organisation. JMD&Co’s approach was developed in collaboration the Royal Collection team when Buckingham Palace opened to the public more than a decade ago. Since then, training for the wardens who welcome visitors on behalf of the Royal Household has been refined to reflect the demands of their role. They are:
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HOSTS making people feel at home in the grandeur of the State Apartments
AMBASSADORS who represent HM The Queen at her home and place of work GUARDIANS of the treasures on display in the palace and Queen’s Gallery EXPERTS on the palace’s history and contents TEAM MEMBERS committed to supporting each other and working together to provide the best possible experience for visitors. |
JMD&Co also undertakes evaluations of front-of-house staff to benchmark performance and diagnose recruitment and training needs. The Roman Baths in Bath commissioned a study which investigated the success of specific roles played by costumed interpreters, reactions to guided tours, and visitors’ perceptions of a new audiovisual presentation. Visitors identified their priorities as:
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1st Informal learning
2nd A sense of the past (atmosphere) 3rd Fun (interactive exchanges) The evaluation showed that the costumed interpreters provided: 1st Sufficient sense of the past (atmosphere) 2nd Sufficient fun (interactive exchanges) 3rd Insufficient informal learning |
DIRECTOR DR JANE MALCOLM-DAVIES
Jane Malcolm-Davies is the director of JMD&Co. She studied for a doctorate in heritage management at the University of Surrey (where she lectured in tourist attraction and events management) and has been a post-doctoral research fellow at the University of Southampton (Winchester School of Art) and the University of the Highlands & Islands (Perth College). Previously, Jane managed major event programmes for historic houses, local councils and private corporate clients.
Please contact:
Dr Jane Malcolm-Davies
By email: Jane "at" jmdandco.com
By telephone: 07957946266
Please contact:
Dr Jane Malcolm-Davies
By email: Jane "at" jmdandco.com
By telephone: 07957946266
Jane Malcolm-Davies also works with The Tudor Tailor researching publications on sixteenth century dress and best practice in reconstructing historic costume for heritage sites. Please visit: www.tudortailor.com for more details.
See also the Costume Research Image Library at www.tudoreffigies.co.uk, a database of photographs of church effigies for researchers into sixteenth century dress.
See also the Costume Research Image Library at www.tudoreffigies.co.uk, a database of photographs of church effigies for researchers into sixteenth century dress.
A summary of Jane's research method for evaluating front-of-house staff is available below.
Winner of ‘Best paper’ award Simposio Internacional de Turismo y Ocio Esade-Cedit (April 2003)
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A BRIEF HISTORY
Jane Malcolm-Davies studied journalism and worked briefly on weekly newspapers Building Design and Screen International before joining hundreds of costumed volunteers in an annual recreation of Tudor life at Kentwell Hall in Suffolk. This alerted her to the potential for costumed presentations of the past at historic buildings and she studied for a diploma in heritage interpretation. This included a survey of costumes in use at UK sites which suggested there was a need for professional advice to improve the quality and professionalism of what was on offer. Jane collaborated with Caroline Johnson, who had experience of researching techniques for reconstructing accurate historic dress. In 1992, they joined the team which introduced costumed interpreters to Hampton Court Palace, where they were contracted to recruit, train and manage a full-time team of interpreters. They also researched and made costumes in collaboration with specialists, including Ninya Mikhala, until 2004.
Jane studied for her doctorate at the University of Surrey and in 2003 won the Best Paper Award at the European Tourism, Leisure & Hospitality Research Conference in Barcelona for a summary of her findings. Since then, Jane has worked for many heritage organisations and at several World Heritage Sites to develop the role of staff in visitor experiences and improve front-of-house presentation. She has been a finalist in Cosmopolitan’s Women of Achievement awards (1994) for her entrepreneurship in tourism and won an Interpret Britain award for presentation at Hampton Court Palace (1996). Jane has a diploma in law and volunteers as an advisor with Citizens Advice in Godalming and Ash Vale.
Jane is also a lecturer in heritage tourism and visitor attractions management, having worked at the University of Surrey, Farnborough College of Technology and been post-doctoral research fellow at the University of Southampton and the University of the Highlands & Islands.
Jane studied for her doctorate at the University of Surrey and in 2003 won the Best Paper Award at the European Tourism, Leisure & Hospitality Research Conference in Barcelona for a summary of her findings. Since then, Jane has worked for many heritage organisations and at several World Heritage Sites to develop the role of staff in visitor experiences and improve front-of-house presentation. She has been a finalist in Cosmopolitan’s Women of Achievement awards (1994) for her entrepreneurship in tourism and won an Interpret Britain award for presentation at Hampton Court Palace (1996). Jane has a diploma in law and volunteers as an advisor with Citizens Advice in Godalming and Ash Vale.
Jane is also a lecturer in heritage tourism and visitor attractions management, having worked at the University of Surrey, Farnborough College of Technology and been post-doctoral research fellow at the University of Southampton and the University of the Highlands & Islands.
PAPERS & PUBLICATIONS
Huggett, J & Mikhaila, N (2013) The Tudor Child: clothing and culture 1485 to 1625, Lightwater: Fat Goose Press Press (edited by Jane Malcolm-Davies)
Malcolm-Davies, J (2013) “Counting cuffs and analysing aprons: a statistical approach to children’s dress in the sixteenth century”, paper presented at Association of Dress Historians conference, February
Malcolm-Davies, J (2011) “A world in a wardrobe: costume as communication at historic sites”, paper presented at A Reconstructed Visitable Past conference, Colonial Williamsburg, Virginia, March
Malcolm-Davies, J (2011) “Measured smiles: benchmarking front-of-house staff’s contributions to visitor experiences”, paper presented at A Reconstructed Visitable Past conference, Colonial Williamsburg, Virginia, March
Johnson, C (2011) The Queen’s Servants: gentlewomen’s dress at the accession of Henry VIII, Lightwater: Fat Goose Press (edited by Jane Malcolm-Davies & Ninya Mikhaila)
Johnson, C (2009) The King’s Servants: men’s dress at the accession of Henry VIII, Lightwater: Fat Goose Press (edited by Jane Malcolm-Davies & Ninya Mikhaila)
Malcolm-Davies, J & Mikhaila, N (2010) ‘To ten poor women a gown’: charitable bequests in 16th century wills, paper presented at The Costume Society symposium, Leeds (July)
Paper presented at the University of Manchester's conference "Performing heritage: research and practice", April 2008: Interacting: fun or fundamental? How costumed interpreters help visitors access heritage
Paper presented at The Tourism Society's annual conference, May 2007, Aviemore: Unsung heroes: How front-of-house staff help visitors access heritage
Paper presented at The Costume Society of America’s annual symposium, June 2007, San Diego: Fancy dress or accurate historical interpretation? Costume as communication at historic sites
Mikhaila, N & Malcolm-Davies, J (2006) The Tudor Tailor: reconstructing 16th century dress, London: B T Batsford
Malcolm-Davies, J (2006) “The TALC and heritage sites” in Butler, R (ed) The Tourism Area Life Cycle: Applications and modifications, Bristol: Channel View Publications
Malcolm-Davies, J (2004) ‘Borrowed robes: the educational value of costumed interpretation at historic sites’ in International journal of heritage studies, 10, 2, 277-293
Paper presented at The Costume Society’s annual symposium (June 2004), University of Leicester: ‘And her black satin gown must be new bodied’: the 21st century body in pursuit of the Holbein look
Winner of ‘Best paper’ award Simposio Internacional de Turismo y Ocio Esade-Cedit (April 2003) Barcelona: Borrowed robes: the educational value of costumed interpretation at historic sites
Malcolm-Davies, J (2002) ‘”And at the plastron push': the historical development of fencing kit’ in Costume, June, 36, 100-1
Paper presented at The Costume Society of America’s annual symposium, June 2002, Chicago: The effect of investment in reproduction costume on the visitors’ perception of the educational benefit of a visit to an historic site
Chair of The Costume Society’s Men in Skirts study day, April 2002, Victoria & Albert Museum
Papers presented at European Open Air Museums Directors’ Forum, March 1998: ‘Historic Royal Palaces’ interpretation and management strategy’ and ‘Managing quality live interpretation’
Paper presented at the Association for Living History, Farm and Agricultural Museums’ annual conference, June 2004, The Henry Ford Museum, Michigan: Benchmarking the performance of front-of-house staff at historic sites
Paper presented at the Hawaii International Conference on Social Sciences, June 2004 – published in proceedings: The educational role of front-of-house staff in the visitor experience at heritage attractions
Paper presented at the 3rd International Tourism and Festivals Research Conference, organised by Sheffield Hallam University, Innsbruck, May 2004 – published in proceedings: Costume as communication at historic sites
Malcolm-Davies, J (2013) “Counting cuffs and analysing aprons: a statistical approach to children’s dress in the sixteenth century”, paper presented at Association of Dress Historians conference, February
Malcolm-Davies, J (2011) “A world in a wardrobe: costume as communication at historic sites”, paper presented at A Reconstructed Visitable Past conference, Colonial Williamsburg, Virginia, March
Malcolm-Davies, J (2011) “Measured smiles: benchmarking front-of-house staff’s contributions to visitor experiences”, paper presented at A Reconstructed Visitable Past conference, Colonial Williamsburg, Virginia, March
Johnson, C (2011) The Queen’s Servants: gentlewomen’s dress at the accession of Henry VIII, Lightwater: Fat Goose Press (edited by Jane Malcolm-Davies & Ninya Mikhaila)
Johnson, C (2009) The King’s Servants: men’s dress at the accession of Henry VIII, Lightwater: Fat Goose Press (edited by Jane Malcolm-Davies & Ninya Mikhaila)
Malcolm-Davies, J & Mikhaila, N (2010) ‘To ten poor women a gown’: charitable bequests in 16th century wills, paper presented at The Costume Society symposium, Leeds (July)
Paper presented at the University of Manchester's conference "Performing heritage: research and practice", April 2008: Interacting: fun or fundamental? How costumed interpreters help visitors access heritage
Paper presented at The Tourism Society's annual conference, May 2007, Aviemore: Unsung heroes: How front-of-house staff help visitors access heritage
Paper presented at The Costume Society of America’s annual symposium, June 2007, San Diego: Fancy dress or accurate historical interpretation? Costume as communication at historic sites
Mikhaila, N & Malcolm-Davies, J (2006) The Tudor Tailor: reconstructing 16th century dress, London: B T Batsford
Malcolm-Davies, J (2006) “The TALC and heritage sites” in Butler, R (ed) The Tourism Area Life Cycle: Applications and modifications, Bristol: Channel View Publications
Malcolm-Davies, J (2004) ‘Borrowed robes: the educational value of costumed interpretation at historic sites’ in International journal of heritage studies, 10, 2, 277-293
Paper presented at The Costume Society’s annual symposium (June 2004), University of Leicester: ‘And her black satin gown must be new bodied’: the 21st century body in pursuit of the Holbein look
Winner of ‘Best paper’ award Simposio Internacional de Turismo y Ocio Esade-Cedit (April 2003) Barcelona: Borrowed robes: the educational value of costumed interpretation at historic sites
Malcolm-Davies, J (2002) ‘”And at the plastron push': the historical development of fencing kit’ in Costume, June, 36, 100-1
Paper presented at The Costume Society of America’s annual symposium, June 2002, Chicago: The effect of investment in reproduction costume on the visitors’ perception of the educational benefit of a visit to an historic site
Chair of The Costume Society’s Men in Skirts study day, April 2002, Victoria & Albert Museum
Papers presented at European Open Air Museums Directors’ Forum, March 1998: ‘Historic Royal Palaces’ interpretation and management strategy’ and ‘Managing quality live interpretation’
Paper presented at the Association for Living History, Farm and Agricultural Museums’ annual conference, June 2004, The Henry Ford Museum, Michigan: Benchmarking the performance of front-of-house staff at historic sites
Paper presented at the Hawaii International Conference on Social Sciences, June 2004 – published in proceedings: The educational role of front-of-house staff in the visitor experience at heritage attractions
Paper presented at the 3rd International Tourism and Festivals Research Conference, organised by Sheffield Hallam University, Innsbruck, May 2004 – published in proceedings: Costume as communication at historic sites
