I would like to take a moment to talk about the role of Museum Security Guards and their impact on visitor experience.  In the last few days, I have visited three very well known New York City museums. As an arts administrator, for me, these visits were as much about the museum experience holistically, from entrance to exit as the art itself. In all three museums, I had encounters with hostile, rude and unwelcoming security guards. At one place I was yelled at for having a cup of tea in my hands while still in the coat check line, in the other for pulling out a pen in a gallery to take notes and then also for holding my coat in my arms instead of wearing it. Each time that a guard approached me, it was in an aggressive, cold way, with an attitude that made me feel like I didn’t belong there. I understand that they were just fulfilling their job in trying to make sure the patrons followed the rules the institution had in place to protect the art. However, I would like to know if they were ever advised on how to enforce these rules? The arts are a part of my life, so this will not deter me from going back to these institutions, but I couldn’t help but think about how these experiences would have impacted the first time visitor, the teenager or the senior; the individuals whom these museums are trying so hard to get to come through their doors. Would they come back if they had these experiences? In a time where museums are struggling with visitor attendance, and trying to create new ways to engage and invite larger audiences, it is important to consider that the common visitor to a museum has more interaction with their security guards and support staff then any of the museum educators, directors, curators. In essence, the guards are the face of the instituion. What type of experience are you really giving your visitors? image:Duane Hanson, Security Guard, 1990

I would like to take a moment to talk about the role of Museum Security Guards and their impact on visitor experience. 

In the last few days, I have visited three very well known New York City museums. As an arts administrator, for me, these visits were as much about the museum experience holistically, from entrance to exit as the art itself. In all three museums, I had encounters with hostile, rude and unwelcoming security guards. At one place I was yelled at for having a cup of tea in my hands while still in the coat check line, in the other for pulling out a pen in a gallery to take notes and then also for holding my coat in my arms instead of wearing it. Each time that a guard approached me, it was in an aggressive, cold way, with an attitude that made me feel like I didn’t belong there. I understand that they were just fulfilling their job in trying to make sure the patrons followed the rules the institution had in place to protect the art. However, I would like to know if they were ever advised on how to enforce these rules?

The arts are a part of my life, so this will not deter me from going back to these institutions, but I couldn’t help but think about how these experiences would have impacted the first time visitor, the teenager or the senior; the individuals whom these museums are trying so hard to get to come through their doors. Would they come back if they had these experiences?

In a time where museums are struggling with visitor attendance, and trying to create new ways to engage and invite larger audiences, it is important to consider that the common visitor to a museum has more interaction with their security guards and support staff then any of the museum educators, directors, curators. In essence, the guards are the face of the instituion. What type of experience are you really giving your visitors?

image:Duane Hanson, Security Guard, 1990