Julie,

I suggest starting a knoweldgebase. This is an on-line database in
which you can answer questions, refer the guest to the page in the
database with the answer, then refer other guests to the knowledgebase
who have the same questions. You can keep a list of appraisers, list of
links, institutions or books for research, or frequently asked
questions. On your contact us page, offer them the opportunity to go to
the knowledgebase first for a faster answer.

If you'd like more info on how to do this, let me know.

Scott Beveridge
[log in to unmask]

On May 12, 2004, at 10:48 AM, Julie Holcomb wrote:

> Please excuse the cross-postings.
>
> We are an art and history museum.  How does your staff handle questions
> like, "I have a painting by David Mann and I would like to know
> everything about the artist and how much the painting is worth?" or "I
> have a letter from my great-uncle who fought in the Civil War and I
> want
> to know everything about him, his regiment, and how much the letter is
> worth?"  These are the kinds of general interest questions that are
> generated by the types of the collections we hold.
>
> I've been using a 15 minute rule with most of these requests suggesting
> that the user come in and do their own research, etc. and of course
> always referring them to a reputable appraiser.  My dean has asked
> whether 15 minutes is too much given the exponential increase in our
> volume - we're facing a two to three month backlog right now.  He wants
> to know if there is a polite way to service these types of users
> without
> spending 15 minutes with each and every one.  How does your staff
> handle
> these types of questions?
>
> Your input is appreciated.
> Thanks,
> Julie
> --
> Julie Holcomb, MLIS, CA
> College and Special Collections Archivist
> Pearce Collections at Navarro College
> Navarro College Archives
> 3100 W. Collin St.
> Corsicana, Texas 75110
>
> Phone: 903-875-7438 ~ Fax: 903-875-7593
> E-mail: [log in to unmask]
>
> Internet: http://www.pearcecollections.us/ or
> http://www.navarrocollege.edu/library/archives/
>
> "Men make their own history, but they do not make it just as they
> please; they do not make it under
> circumstances chosen by themselves, but under circumstances directly
> found, given, and transmitted
> from the past.  The tradition of all the dead generations weighs like a
> nightmare on the brain of
> the living." Karl Marx, The Eighteenth Brumaire
>
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