Army Museums as Spaces for Inclusion: Redefining Administrative Management for Accessible Tourism

Abstract

The research aimed to describe the development of accessible and inclusive tourism in the administrative management of Army Museums. It was approached from a qualitative phenomenological-hermeneutic perspective. Four directors and two administrative managers participated through semi-structured interviews, observation, and documentary analysis to understand the perspectives, experiences, and meanings of accessibility and inclusion in management. The results indicate a formal commitment to making museums more accessible, with visible improvements to ramps, staff training, and the development of new policies. However, these efforts are still not enough to achieve full inclusion; limitations persist in sensory signage, universal visual aids, assistive technologies such as Braille, pictograms, audio guides, sign language, and adapted materials that allow for visitor autonomy. The administration has made progress in eliminating physical barriers, but it fails to address sensory and cognitive needs, creating a more declarative rather than experiential approach to inclusion. It is concluded that the organizational structure and leadership recognize the importance of accessible tourism, but its implementation is partial, due to limited continuity and inadequate resources, and the lack of participatory evaluation. Staff training should be strengthened and continuous feedback mechanisms implemented to ensure an equitable cultural experience.