The National Art Library has long grappled with the challenge of creating a warm and inviting entrance for new and returning readers. While the grand façade of our front doors is undeniably impressive, it doesn’t always convey the openness and accessibility we strive for.
Our entrance is perched at the top of a sweeping staircase, with the Library doors typically kept closed to block draughts and noise. Once inside, visitors step directly into the quiet reading room, where a hushed atmosphere prevails as readers immerse themselves in their studies. Conversation is sparse until you reach the bustling inner ‘centre’ room.
Adding to this unique setting is the Library’s fascinating collection and rich history. General museum visitors often linger at the doors, snapping photos of our splendid rooms, but many leave without fully understanding what they’ve glimpsed.
A Warm Welcome Outside the Doors
To bridge this gap and create a friendlier experience, we introduced the role of ‘Library Welcome Host’ volunteers. Positioned just outside the Library doors, these enthusiastic volunteers are ready to provide information, offer advice, or simply engage in a friendly chat.
When we first advertised the position in June last year, the response was overwhelming. We eventually welcomed and trained ten wonderful volunteers who began their roles in August.
Training and Support
The Volunteer Welcome Hosts received comprehensive training that included:
- An overview of the Library’s history and collections.
- Guidance on how to navigate our various databases to search for collection items.
- Detailed instructions on the first steps toward Library membership.
- The V&A’s values and our expectations for the ‘visitors experience’.
- A welcome to V&A volunteering
Of course, for more complex inquiries or issues that haven’t been covered by their training, Library staff and security personnel are always on hand to assist.
Making a Difference
The impact of the volunteers has been tremendous. They handle a wide variety of enquiries, from niche subject-specific questions to helping visitors find their way around the Museum. Their patience and expertise were especially appreciated during the late-August “Swift-mania” when scores of Taylor Swift’s fans came to the Museum for a trail of her costumes — many of whom found their way thanks to our capable volunteers.
We maintain regular check-ins with the Welcome Hosts throughout their volunteering slot to stay informed about common questions, visitor needs and any additional support the volunteers require. These interactions have provided invaluable insights, helping us improve the overall visitor experience.
Expanding our community
We’ve been delighted to welcome the new volunteers to the NAL family, and we hope that they enjoy being part of the wider, vibrant V&A volunteer community as well. We’ve certainly loved getting to know them better and we welcome the longer, meaningful interactions they facilitate with our visitors.
Looking Ahead
Given the programme’s success, we plan to re-open applications for new volunteers this Spring. If you’re interested, be sure to keep a regular eye on our volunteer page —last time, we had to close applications within just three days due to the phenomenal response.
A Heartfelt Thank You
To the amazing volunteers who support us: thank you for your dedication and enthusiasm over the past six months. You have made a lasting impact on our Library users and enriched the experiences of countless Museum visitors, who now leave with a deeper appreciation of what the National Art Library and the V&A have to offer.
A excellent well written blog I hope to see more blogs like this in the future:) easy to read and it gives us a window into the libraries World:) especially a shout goes to the volunteers from across the museum.