Redefining crisis in museums: Insiders perspectives on digital engagement

COVID-19 has highlighted the need for museums to develop policies and practices that allow them to be more responsive to audiences' during a crisis, in many cases pushing them to explore new technologies and approaches. Based on an analysis of the National Museum of Australia and its digital engagement throughout the 2019/2020 bushfire season and the COVID-19 pandemic, this paper identifies a lack of literature to support the need for digital channels to be incorporated in institutional crisis planning. Referencing “Momentous”, a purpose-built website, and two Facebook groups, “Fridge Door Fire Stories” and “Bridging the Distance,” we explore the content shared on these platforms by users and place this in conversation with the reflections of the cultural workers who created and maintained these online platforms. We suggest digital technologies help communities to take a more active role in negotiating how the museum represents their experiences.