Engaging with Industry: Collaborative Action Research as a Useful Tool in Facility Management, Knowledge and Learning

This paper reports on the collaborative action research process used to evaluate the patron experience and venue readiness at a sports, entertainment, convention and business meeting facilities setting in the United States. Research involved collaboration with facility management administration, on-site event analysis, website review, and communication with venue staff to determine the patron experience according to the provisions of the action research plan. Findings indicate that the collaborative action research program met the academic and facility management requirements inclusive of analysis and evaluation, and distinctive knowledge and learning transfer. The collaborative action research program not only connected academic research and students, facility management professionals and staff with methods to improve the patron experience, including website enhancements, serving persons with disabilities or mobility limitations, it demonstrates how other facility management professionals can engage knowledge and learning to enhance the patron experience and venue readiness so patrons, customers, clients, and other visitors can enjoy equitable experiences at sports, entertainment and other recreational, convention, and business meeting facilities.