I believe it is impossible to plan for all contingencies and the truth is
you don't know what questions people will ask until they ask them.  If the
docent or tour guide doesn't feel that they know the answer I think it is
better, for the museums image, for them to say "I'm sorry, I don't know the
answer to that" and try to find the answer, than telling the patron
something that may not be true.
Just my opinion,
Cecelia Gibson
Assistant Registrar
National Building Museum
[log in to unmask]

> -----Original Message-----
> From: John Martinson [SMTP:[log in to unmask]]
> Sent: Wednesday, February 28, 2001 12:22 PM
> To:   [log in to unmask]
> Subject:      Re: Docents
>
> David,
>
> I totally agree that a museum could reply to the visitor, "We don't have
> the
> answer, please, can you leave your name and address and we will get back
> to you as soon as possible."   However, how many people are going to give
> out their address or care enough to wait for an answer.  But, aren't
> museums
> "centers of learning?"  For example, what if you were attending college
> and
> your professor replied, "I don't know...write me a letter or email and
> I'll
> get
> back to you."
>
> I don't want to drag this out but any exhibit or object on display before
> it is opened to the public should be examined, documented and
> researched..and
> that information provided to the tour guide or docents. And what a good
> money maker for the gift shop, where the gift shop manager (if a museum
> has
> that kind of staff) selects books and items pertaining to a specific
> exhibit.,  In that
> process, the museum provides not only answers by the
> docents comments in the tours, but visitors can obtain further knowledge
> by
> items found in the gift shops, in their library, through handouts, labels,
>
> brochures, videos, etc., related to the exhibit.
>
> I see this problem easier solved by larger museums, than the small,
> understaffed
> museums.   But it is possible in both.  Unless the purpose is to ask the
> question:
> "What is this thing?  You tell us?"  The exhibit team in the planning,
> research, fabrication,
> and the placement of the object in an exhibit should have the questions
> answered
> and means to support or provide answers that may come up...what the object
>
> is,
> what it is used for, how it was made, who made it and why, etc., etc. or
> the
> exhibit/object
> should not be placed on display.
>
> Then, if a visitor comes up with "but I believe it was used for something
> else" at least
> the docent has the knowledge at hand...and can explain that this specific
> object
> was used for this particular use in this specific exhibit.  And the
> documentation is
> available for the docent to present if needed (through training, at the
> library, and
> as mentioned).  In this sense, the museum is really a place of learning,
> with
> the
> "tools" the "learning center" has to offer the visitor ~~ and then the
> visitor have the
> opportunity to really learn something.
>
> Agreed, all docents cannot stop a tour and run to the books, but a
> well-trained
> docent has it within his/her thoughts/training to express enough to
> satisfy
> the guest or
> refer the individual to the proper department/office for the answer.  I've
>
> been a tour
> guide before...and worked through tough groups and individuals.
>
> Book stores, gift shops, libraries at museums are or should be available
> to
> the guest.
> As a docent I would say, "That is an interesting question, and I don't
> have
> the answer
> off the top of my head, but I know in our library their is a folder on
> that
> subject that our
> exhibit team put together that should answer your question." Or, "we have
> a
> book on
> that subject in our gift shop that deals with all issues pertaining to the
>
> use of that object..."
> and you get on with your tour.
>
> I agree, big or small museums, the problem is there of staff, but in
> either
> case the docent
> should have the option of sending them to the curators office, the exhibit
>
> department office, the library or to the director.   If the docents does
> not
> have the
> means to give answers back...take the exhibit off the floor until you have
>
> the answers.
> <<Wow!! What did I have for breakfast!!?>>  Idea!  Isn't this part of
> providing "customer
> satisfaction?
>
> Providing "I don't know" answers or "write us about it ~~ later" seems
> like
> an "unlearning"
> situation, if not a bit distasteful to me and unprofessional, and surely
> not
> something
> a "center of learning" (if that is one of the classifications or
> definitions
> of your museum)
> should be dishing out.
>
> It is sad that any visitor would have to leave a museum without an answer
> to
> their question(s).  Most I think would simply forget about it, however, I
> think their concept of your
> museum would be tainted in the process of wanting to come back or
> recommending
> that museum to their friend(s) and family.  <and that is bad, bad PR! and
> marketing>
>
> Best,
>
> John Martinson
> Curator of Collections

=========================================================
Important Subscriber Information:

The Museum-L FAQ file is located at http://www.finalchapter.com/museum-l-faq/ . You may obtain detailed information about the listserv commands by sending a one line e-mail message to [log in to unmask] . The body of the message should read "help" (without the quotes).

If you decide to leave Museum-L, please send a one line e-mail message to [log in to unmask] . The body of the message should read "Signoff Museum-L" (without the quotes).