Dear Julie,
As a librarian at a mid-sized art museum, I constantly receive
questions of
the nature that you describe. I call it the Antiques Roadshow
phenomenon.
We don't have any certain time limit set per question, but if I am
quite
busy I simply can't (and don't) devote as much time to the answer as I
otherwise would. I try to clarify (through our webpage, newsletters, in
person) what types of questions we are best able to handle, i.e.
questions
about our own collections or specialties within our collection. Since
we
have a strong commitment to serving our community, I try and answer
every
question, even if it just a referral to another source (another
library,
appraiser etc.). I have developed a listing of local library referrals
that
I can easily use to give the questioner the best chance for an answer.
I think that with a backlog of work such as yours you would be
justified in
using a set of referrals and continuing to suggest that users come into
the
library to perform their research. Only after your backlog is
eliminated
would I consider spending more time on these questions. I don't know if
there is a polite way to respond these customers, however I have found
that
if you give them some information, (like a referral) invite them to use
the
library in person, and explain your backlog situation (you may even
give
them the option of waiting a certain time period for info) most will be
grateful.
Best of luck,
Kraig Binkowski
Head Librarian
Delaware Art Museum
Kraig A. Binkowski
Head Librarian
Delaware Art Museum
800 South Madison St., Suite B
Wilmington, DE 19801
(302) 571-9590 x629
-----Original Message-----
From: Museum discussion list [mailto:[log in to unmask]]On
Behalf Of Julie Holcomb
Sent: Wednesday, May 12, 2004 11:49 AM
To: [log in to unmask]
Subject: Information requests
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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