aids and publications chat support all VIARC public informa- 

 tion activities and service programs. Additionally this Divi- 

 sion is responsible for the pre-publication review of all 

 Smithsonian visitor information materials. 



Operating from 9 a.m. -5:30 p.m. daily, the Smithsonian 

 Information Center attracted well over 1.7 million visitors 

 in FY 95 an increase of 7.9% over FY 94. New seating was 

 purchased for the Center in keeping with ADA guidelines 

 and the number of sofas was increased to better accommo- 

 date the visiting public. The Center's capacity to promote 

 Institutional programs and initiatives was expanded with 

 the installation of graphic message capability in both 

 orientation theaters. Reception services were provided to 

 35,309 Associates and their families. 2,863 member- 

 ships were sold and 260 Castle tours engaged 2,912 

 participants. 



Museum information desk services continued daily at 16 lo- 

 cations in 13 museums. Automated information retrieval was 

 operational at II desk sites and all phone information stations. 

 Multiple training classes on how to use VIARC's Info Tools 

 computer program equipped volunteers with the skills 

 needed co fully utilize the system. 67 new Information 

 Specialists were added to the corps. 



Incoming public mail inquiries numbered 44,617 ( + 4%). 

 Outgoing mail numbered 79,823 pieces. Inquiries resulting 

 from VIARC's participation on America OnLine escalated to 

 7,123 ( + 160%). Public telephone inquiries totaled 303,627 up 

 2% from '94. 



224 new volunteers were recruited and placed in projects 

 behind the scenes. 398 were registered for other staff. Total 

 volunteers participating in behind the scenes projects during 

 the year numbered 1,103. I 3° documents representing 10 

 different languages were translated for SI staff. Evaluations 

 from volunteers completing projects were positive with few 

 exceptions. 



The Institution-wide volunteer survey conducted annually 

 by VIARC counted a total of 5,412 volunteers who contrib- 

 uted some 



472,766 hours of service to the Institution during FY 95. 

 The January supplement o(The Torch recognized the contribu- 

 tions of volunteers Institution-wide and focused upon new 

 areas in which volunteers were participating. 



Information Specialists took advantage of some 29 in- 

 service training opportunities designed to increase their 

 knowledge and understanding of the work and collections of 

 the Institution. 



Appreciation events were held for both VIARC's behind- 

 the-scenes and information volunteers. Secretary Heyman ad- 

 dressed the Information Specialists at their event in 

 December. The InfoSpeaal newsletter, produced quarterly, 

 highlighted a cross section of Institution exhibitions and pro- 

 grams while also reporting on volunteer activities. 



Efforts continued in FY 95 to extend use of VIARC's infor- 

 mation database which became a primary resource for the 

 Institution's World Wide Web Home Page project. External 



on-line communications expanded to include the Washington 

 Post's Digital Ink. 



Work with the tourism industry continued through partici- 

 pation in major marketplace activities, liaison with local hos- 

 picality, convention, and visitors associations and on-line 

 through TravelFile. To promote the Smithsonian as a major 

 destination for international travelers VIARC co-hosted two 

 Smithsonian receptions, one for principal international tour 

 operators and another for premier Concierges. Ads were de- 

 signed and placed in key industry publications to promote 

 travel to the Smithsonian during our Sesquicentennial year. 

 Efforts with the American Bus Association resulted in the 

 Smithsonian being selected as one of the top 100 destinations 

 for visitors in 1996. 



Efforts to address the Institution's accessibility and cultural 

 diversity goals were on-going. 36% of new Volunteer Informa- 

 tion Specialists represented minority constituencies. 18% of 

 new volunteers placed in projects behind the scenes were 

 known to be minorities. Printed information in the form of 

 "Samplers" was produced for all Heritage Celebrations and 24 

 hour recorded information tapes were also provided. Publica- 

 tions were revised to reflect adherence to accessibility guide- 

 lines as new updates were required. 



New public information initiatives included participation 

 on Bell Atlantic's InfoTravel system installed in area hotels 

 and Guest Info, an independent voice mail information sys- 

 tem made available to hotel guests. An outreach project of the 

 Provost provided another opportunity to promote the Institu- 

 tion as an important visitor destination. VIARC played a 

 major role in shaping the new display at the Baltimore Wash- 

 ington International Airport and the message. Photo images 

 and text from the Information Center's backlit panels and our 

 Castle model form the primary features. 



Office of Government Relations 



M. John Berry, Director 



As the ptimary liaison with the Congress, the President, and 

 other federal, state, and local entities, the Office of Govern- 

 ment Relations represents the Institution on matters of policy, 

 operations, and governance. It is the coordinator and advocate 

 of the Smithsonian's overall interests and positions in the leg- 

 islative process as well as the central provider of congressional 

 constituent services and outreach activities. 



During 1995, the office oversaw the enactment of legisla- 

 tion appointing two citizen members to the Smithsonian 

 Board of Regents. 



Government Relations staff sought enactment of legisla- 

 tion authorizing the minting of commemorative coins in ob- 

 servance of the Institution's 150th anniversary. Staff members 

 also continued legislative negotiations to establish the Na- 



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