Security and Service: Is it Possible to Do Both?

Track
Facilities Management
Start Day and Time
Sunday May 7 1-2:15 p.m.
Venue and Meeting Room
125-126 America's Center
Description
Many museums have considered changing from a traditional security model to one that puts friendlier faces in public areas. Some have concerns about the security of the collection, the impact these programs have on the role of volunteers or staff members in other departments, and the feasibility of this kind of casual engagement. Hear from three museums that have adopted a version of this new model.
Learner Outcome
  1. Learn about new approaches to museum security that emphasize a positive visitor experience without sacrificing safety.
  2. Learn how this allows for individualized experiences that better serve a diverse audience and provide a warm welcome to all.
  3. Learn the specifics needed for implementation, including organizational structure, necessary buy-in, and hiring/training practices.
Speakers
Presenter: 
Colleen Higginbotham
Role: 
Presenter
Title: 
Director of Visitor Services
Organization: 
Chrysler Museum of Art
Bio
Colleen Higginbotham is the Director of Visitor Services at the Chrysler Museum of Art in Norfolk, VA. With twenty years of customer service management experience, she manages the visitor experience through supervision and training of front line staff, analysis of visitor research, oversight of Museum Shop, catering contract, Special Events department, and coordination of visitor logistics. She also serves on the Museum's senior leadership team.
Presenter: 
Jill Boyd
Role: 
Presenter
Title: 
Director, Visitor Services
Organization: 
Denver Art Museum
Bio
Jill Boyd is the Director of Visitor Services at the Denver Art Museum in Denver CO.
Presenter: 
Lauren Girard
Role: 
Presenter
Title: 
Director of Visitor Services
Organization: 
The Broad
Bio
Lauren Girard is the Associate Director of Visitor Services at The Broad, a contemporary art museum in Los Angeles. She is responsible for the entirety of the visitor experience, including training over 130 visitor services associates in areas such as museum security, education, tour development, and museum operations. She has also developed a museum accessibility initiative, which features specific accessibility training and program development.