There is a session going on right now about a consumer survey done in the state of Connecticut. Those surveyed were core visitors to museums in that state, making up almost 5,000 respondents. There is a lot of good information that can perhaps be broadened to the larger museum audience across the country, and some of it is good news. One bit of data that stood out for me, though, is very bad news. When asked, only 12% of respondents said that museum staff were "helpful."
What does this mean for museum staff? What exactly are museum visitors expecting of museum staff when they come to a museum? Are they looking for something they shouldn't be, or are we as museum professionals falling flat in serving our visitors?