Tough Times Follow Up

Arts Presenters posted the audio from the conference call I sat in on two weeks ago.

At the end of my last entry, I referred to cryptic notes I had made to review information. One of the notes was “write about the Boston organization.” This was in reference to Sandra Gibson’s discussion of World Music/CRASHarts in Boston. The organization is sort of shaking up the type of events they offer and how they market them. According to Gibson, they have been cutting a lot of programs over the last 10 years due to increasingly constrained budgets, but they knew they had the ability to expand their reach to younger audiences. They hired a young man who started them on the road to adding back programs. One of the things they have done is began to collaborate with other area organizations and have added 50 concerts in the last year.

This new hire was the impetus for the programming but the fact he has been promoting the events in unconventional ways is really causing conflicts in the organization. The marketing department is anxious about not knowing how to message the events. They feel they should be doing press releases and making other promotional efforts. World Music/CRASHarts lists eight different venues around Boston at which they have events so it is understandable that clear and organized communications would be highly valued. The executive director has started conversations about the situation and the staff has decided to take a chance and market these 50 concerts employing Facebook and other alternative means.

Gibson says they are seeing 60% sell outs (not sure if she means 60% capacity or 60% of the 50 events have sold out. I assume the former.) close to the performance date. As a result they are changing their income projections to reflect an expectation of cash flow later in the process. They are seeing a crossover of audiences who usually respond to subscription campaigns and mailers who are getting their information from these alternative online sources.

In the context of my last entry, this seems like a good example of an organization that has questioned their assumptions about their programming and promotion methods. World Music/CRASHarts hasn’t gotten a huge infusion of cash, yet they have expanded their programming rather than contracting it as they had in the past. Though it was a source of anxiety, they also put some effort into less tested methods of communication to promote their events. At the end of the season, the new direction may turn out to have been unsuccessful. With some luck and discernment, it may provide lessons about how their approach should be refined as they move forward. The former process is unlikely to be sustainable, especially as it apparently involved an increased series of cuts.

What A Great Show. Please Pass the Pumpkin Pie

I tell you, there is nothing better for your digestion on Thanksgiving Day, nothing better at waking you up from a carb induced doze, than someone praising your last show and insisting people go see one of your upcoming performances. That’s what happened this past Thursday. I was having dinner at the house of a friend who has no connection to the performing arts at all. One of her guests, clearly intelligent and possessed of good taste, praised the most recent performance and then went on to talk about how excited he was that a particular artist was scheduled in the next couple months and that everyone should go see her.

While this gentleman was talking about how exciting the most recent show was, I had a reaction very similar to one that Inside the Arts neighbor Holly Mulcahy describes in a Partial Observer post today. In her second point, she talks about the importance of not allowing our hyper-awareness and intimacy with a performance get in our way of accepting a compliment.

As we are wont to do, my staff and I talked over the strengths and weaknesses of the performance casting a pretty critical eye on the production. While I was happy that the dinner guest hadn’t noticed any of these things, I was a little disappointed that he was focusing on the spectacle and not really talking about the actor performances or at least things about each character that resonated with him. I tried to steer the conversation in that direction a couple times but what I really wanted to do is throttle him while screaming “Stop talking about the spectacle!!!”

Now I have to admit, achieving the spectacle took a lot of hard work and those who executed it deserve a lot of praise. I have absolutely no problem with people noticing and complimenting the beauty of the set and lighting design since those folks rarely get enough recognition. The performed spectacle occurred just a few times in the production so it didn’t overwhelm or really define the show. But that is what impressed him most. That is what he remembered best. That is what he talked about.

But as Andrew Taylor notes in a talk posted on his blog today (around minute 20), the producers of an experience don’t get the final say in how the experience is processed. Something happened that was meaningful for him. And he had it in my venue which is a small victory for both of us since my preference is for people to be here than elsewhere. Despite all the flaws we may have seen with the show, I knew that overall we offered a quality product to our audiences and there was ultimately no shame to be associated with the show.

I really didn’t have any problem accepting the compliment. I am sure the delicious pumpkin bread helped make it taste all the sweeter. My comment about choking him was a bit of hyperbole, especially since I probably would have knocked over the gravy. I don’t think there is anything wrong with wanting your audiences to speak a little more confidently after every visit and it is part of our job to help them get there.

We Got Answers, You Got the Questions?

Everything Needs A Little Organization
I learned a semi-important lesson about injecting a little organization into seemingly low key events. We had a large group make an advance request to meet the cast of our current production after the performance. The group organizer didn’t think the older people would want to interact with the case, but was pretty sure the kids in their group would want to. I talked to the director and between us made all the required arrangements with the cast.

Essentially, the plan was to have the group come down to the edge of the stage after the show and the cast would come out to talk with them. We were open to any other members of the audience coming down to speak with the cast as well but didn’t announce the opportunity.

Before the show the group leader came to me again and double checked that their group could meet with the cast. She told me how keen they were to meet the cast. I went backstage and verified the arrangements with the director and stage manager.

Come, Talk To Us!
Well come the end of the show, the cast came out and some people came down to talk with them but most hung back and talked with other friends in their group. The cast had come out prepared to answer questions about the production and ready to interact with young people and were disappointed that the interest wasn’t as advertised.

I began to suspect that perhaps the group leader and a few others were excited at the idea of their young people meeting the cast but hadn’t actually measured or cultivated any interest in the kids. Nor did they really encourage people to come forward. It seemed the group leader was happy with the experience because those who wanted to talk and get autographs had the opportunity to do so.

My thought is that I should have talked to the group leader a little more to learn what she expected and to express how we envisioned the encounter taking place. With kids involved we obviously desired something more spontaneous than a “raise your hand Q&A” but still wanted some effort expended to corral people in our direction.

Questions Are The Hardest Part
Ultimately, I think the whole concept of a Q&A with audiences may be flawed. The majority of the time it the experience seems to be a disappointment for the artists involved. The source of this disappointment seems to be the questions being asked which tend to revolve around the basic discipline any performer must cultivate; things like how they remember all their lines or movements.

The source of this problem is that people generally don’t know what to ask. You can probably trace this all the way back to the lack of arts education in the schools without too much effort if you had a mind to. It is a matter of lack of exposure and understanding about the process. Audiences ask how long people rehearsed. Performers are dying to talk about how things evolved and were decided over the rehearsal process.

Why Does That Sound So Familiar?
Unfortunately, that conversation often has no meaning for audiences. In a Q&A for a Shakespearean play, an actor remarked that the choice was made to perform the show in the standard North American dialect. Even though the patron had just heard it for a couple hours, she asked the actor to say something in the dialect and was rather disappointed at how unremarkable it was not comprehending that the “standard” label referred to how common it is to hear people speaking that manner.

We Will Answer Your Questions…
One of the easiest steps to take would be to list possible discussion questions in the playbill for people to ponder while they watch the performance. Of course, there is no guarantee people will read that part of the playbill or will think at all. I have seen a couple theatres include these questions in their programs. I only remember attending Q&A sessions at one place. It didn’t eliminate questions about learning lines but the quality of questions seemed higher. I can’t say if it was a result of the discussion prompts or the general quality of the audience members being better than at other places.

Perhaps one of the elements integral to making people feel more involved with performances is really, really, really pushing them to ask questions. This means having someone with answers. Given that designers and directors move on after a show has opened, stage managers, actors and technicians are busy wrapping up after the performance any not always available, this may mean having a separate person with an intimate knowledge of the performance available in the theatre or lobby immediately after the show to fulfill patrons’ desire of instant gratification.

..But Please Don’t Text During the Show

They may also be tasked with answering questions via online forums later as people digest what they have seen. Or perhaps they are following up with answers to questions they didn’t know the night before. They may even end up fielding text messages during a performance. Not the ideal situation from the performer’s point of view, but perhaps highly valued by the patron.

Come Early And Watch

I really love watching productions come together. Last night I was watching a dress rehearsal for a show we are opening on Friday. I always do so around this time so I can spot any audience related concerns that didn’t occur to anyone to tell me. I usually watch for things like strobe use, characters entering from the audience that will necessitate holding late seating or people returning from restrooms. I also keep an eye out for things that might offend audiences despite assurances that there is nothing offensive in the show. (Yeah, right)

I give feedback on the production. I don’t engage in any of the meddling for which producers are stereotypically infamous. Generally I just talk about things that confused me because of costuming, point out some overacting that went on while the director was looking elsewhere or note that people were bumping the scrim during backstage crossovers.

A recent development I have been pleased to see is the migration of staging techniques from our smaller experimental Lab Theatre space to our Mainstage. In that space activity begins as people are being seated prior to the performance, segues in the performance proper and through the intermission. What I have liked is that the action has been appropriate for the performance and has engaged the audience’s interest. Seats are filled well before the show begins so there is no need to chase people in from the lobby or wait while stragglers pick up tickets.

Beyond guaranteeing order and promptness, I appreciate that this is a step away from the pattern of arrive, sit quietly during the show, leave. People can talk during the pre-show and intermission or watch as they please. It also gives the performers an opportunity to create something original within the bounds of the production circumstances. They can develop their character a little more. Infrequently seen characters can get a little more performance time.

My hope is that something more evolves out of it and takes theatre to the next stage in engaging the audience. My fear is that the practice will move from appropriate to gratuitous as people decide it is a cool thing to do and attempt to include it in every performance. Not only will it be ill considered artistically, but it can also halt the evolution I hope for if people get stuck in the rut.

The mainstage production we are opening doesn’t actually incorporate original work but rather uses a song from the script as a musical interlude during the intermission to lead back into the show. One consideration in attempting what I have described here is that inclusion of original work before and in the middle of a performance may run counter to the intent of the creator and invalidate your performance license. You may also run into copyright infringement. Our Lab space has done out of copyright works or added the action with the approval (and some times participation) of the playwright.

None of things mean it is a bad idea. I am sure this not a unique idea and other theatres regularly use these techniques. In fact, I am pretty sure at best it may be a new take on a very old idea.

Fear Of The Fundraiser

Hat tip to Seth Godin who reproduced Sasha Dichter’s Manifesto in Defense of Raising Money which begins “I’m sick of apologizing for being in charge of raising money.”

It seems to me a must read for anyone who is in the position of raising money which includes pretty much everyone in an organization since theoretically everyone must be part of the organization’s narrative. As you read, don’t get side tracked with thoughts about how his cause is so much more worthy of donations than your own. There are many elements that contribute to personal and societal health.

Dichter basically feels people approach fund raising from the wrong perspective seeing it as a chore rather than an opportunity to evangelize about the change you want to effect. For me the third point he makes after asking why people are so afraid to ask for money seems the most salient.

“…wealth is associated with power, and not having wealth can feel like not having power. So going to someone who has money and saying, “You have the resources, please give some of them to me” doesn’t feel like a conversation between equals.

How about this instead: “You are incredibly good at making money. I’m incredibly good at making change. The change I want to make in the world, unfortunately, does not itself generate much money. But man oh man does it make change. It’s a hugely important change. And what I know about making this change is as good and as important as what you know about making money. So let’s divide and conquer – you keep on making money, I’ll keep on making change. And if you can lend some of your smarts to the change I’m trying to make, well that’s even better. But most of the time, we both keep on doing what we’re best at, and if we keep on working together the world will be a better place.”

One of the other points Dichter makes is that storytelling is more a skill than a talent and I think communicating the sentiment in an effective manner would take cultivated skills. There are already organizations using this approach except they are saying, you make money, you keep giving me the money and don’t pry too much about what I am doing with it.

It occurs to me that if you are approaching fund raising as evangelizing rather than as a necessary evil, you aren’t waiting for people to ask but rather reporting back before being asked. I am certainly in a better mood when I am writing to our donors about our successes than I am filling out the final report forms for a foundation. The format of the first allows you to tell people what events you perceive as progress. The format of the second forces you to try to recast your success according the the criteria by which the foundation is measuring progress. Something tends to get squeezed and lost when you try to stuff your excitement into the box provided.

View From The Other Side

Where Are These People Coming From (And Why Aren’t They Attending My Shows?)

Being around theatres for so long, it is easy to become jaded and forget just how wondrous the on stage perspective of the audience seating area can be for people. Over the last few weeks we have had an inordinate number of tour requests. I have easily given more pleasure tours (vs. perspective rental tours) in that period than I have in the previous three years.

Don’t get me wrong, as I have noted in previous entries, I relish any chance to show the facility and brag about it. I certainly welcome the opportunity to increase awareness of our activities. It has been a great time to have tours due to all the activity surrounding our upcoming production. Actors, props people and carpenters have talked to tours about their backgrounds and what they were doing for the show. Even when no one else was around and I had to go turn the lights on in preparation for the tour, there has still been so much hanging or laying around to point to and ignite imaginations.

So Strange and Exotic

But what has never failed to impress people is stepping out on to the stage. As we move from the scene shop on to the stage people catch sight of the hemp fly system which seems strange and exotic to them. If the wings are filled with props and equipment, they catch sight of this as well and get a chance to see through the illusion of what appears otherwise from the audience.

At some point, they end up seeing the audience seating from the stage and for many, this reversed perspective is the most exciting part of the tour. I usually make sure to take people out into the audience area so they can see how much of what was apparent while standing onstage suddenly disappears from their view. Again the realization of how much of the illusion is preserved by distance and limitation of sight lines is often intriguing to people.

A View From The Bridge

Then there are a few choice groups who get to clamber up above the stage to the loading rail of the fly system, across the catwalks over the audience seating area and up above the lighting gird to look down 70 feet to the stage below. That introduces a whole different set of sensations for many people.

Two years ago our technical director took people up on to the roof of our stagehouse and showed them the expansive vista available from that vantage point. Ever since then one of the tour participants as been looking for an excuse to get up there again. A recent conference he organized gave him that excuse. While most chose not to climb out on to the roof, just about everyone was intrepid enough to climb above the grid. The conference organizer pulled me aside yesterday and told me how everyone appreciated the opportunity and how excitedly they spoke about their experience.

I guess it says something about how interesting the experience is that someone would schedule a break in a meeting include a tour of your facility. With that sort of investment in my theatre, I am going to make sure I keep lines of communication open with this guy so that he is always able to advocate and talk about us whenever he is so moved.

It’s Also Greener Over the Septic Tank I Hear

Certainly it is partially a matter of the grass being greener in your neighbor’s yard or one person’s garbage being another’s treasure. For those of us working in these buildings, the space represent challenges. There isn’t enough room in the wings or on the fly system battens to accommodate everything we need to for the show. On the other hand, we would love if the building were smaller so we didn’t have to go so far to change the lamps and gels in the lighting instruments.

For visitors, ours is a mystical land. I know from conversations with the groups, for many it is their first time setting foot in a theatre much less on or backstage. They hardly have any context by which to process the experience much less recognize the limitations we deal with everyday.

Monkeys to the Left of Me, Monkeys to the Right

I usually talk about the activities of my theatre in vague terms but I am really getting excited about the way an event is unfolding for us. This November, the drama department will be performing a version of Journey to the West adapted for the stage by Mary Zimmerman. If you have been reading my blog for awhile, you will know that the drama director is quite enamored of Zimmerman’s plays. This will be the fourth we have done in five years.

Journey has been a play he has wanted to do for a while now. A few years ago he was accidentally (we assume) put through directly to her agent who gave the director the impression that Journey was his favorite of all Zimmerman’s plays. Whether the agent said that or not, the director resolved to do the show. The problem was, the play was not in print so an appeal to Zimmerman directly was needed and much to our delight, she granted permission.

If you aren’t familiar with Journey to the West, it is essentially as much a cornerstone of Asian culture as the Odyssey is for Western cultures. Nearly every Asian country has their own name for the central figure of the Monkey King. The influence on popular culture is vast. This year’s Forbidden Kingdom with Jet Li and Jackie Chan is based on it. In 2010 a direct interpretation of the book is due out. Countless anime and manga stories draw from it. At the Charleston Spoleto Festival this year, a stage version was presented with music by Blur/Gorillaz member Damon Albarn. There have been numerous television series based on the story. Just go to YouTube and type in Journey to the West. There are so many options, it is pretty difficult to discern between them if you try to watch contiguous episodes of one series.

What makes the story so appealing is that it is both a tale of rollicking high adventure involving the heroic slaying of fantastic beasts and demons and a medium for discussing Buddhist philosophy. Since we did the Odyssey last year one of the parallels I saw immediately was between Odysseus taking 10 years to get home and the abnormally long time it takes the Monkey King and his party to make it to India. When the monk, Tripitaka, who the Monkey King is accompanying comments on this, the Monkey King points out that their progress is tied to Tripitaka’s ability to cast off his hang ups and approach enlightenment. It occurred to me that Odysseus probably had much the same problem.

In any case, there was a fair bit of excitement brewing about this production. One of the contributing factors was the decision that the show would involve tissue work–essentially the fabric climbing that you often see in Cirque de Soleil shows. One the hope of being cast, people were taking tissue workshops this summer on their own dime. Once people were cast, they were required to complete a minimum amount of training if they hadn’t already.

This is pretty serious work so people are training and working out every day for the next two months to strengthen themselves and refine their technique. The great thing is, this is adding to the excitement and energy backstage. It was too appealing to pass up so I asked someone to start taking candid pictures of the process so I could put them up on the website and in email messages to subscribers.

Here’s a little of what we got-

goofy.jpg

swing round.jpg

monkey hang.jpg

All photos, Julia Dunnigan

Must…Listen..To..Classical…Music…

About a month ago I was attending a cocktail hour with other arts professionals a gentleman expressed concern to an orchestra administrator over the fact that he didn’t get classical music. He figured that as he got older, one day classical music would click for him but it hasn’t and he didn’t know why.

The answer the administrator gave didn’t really impress me. It is a tricky question to be sure, but she didn’t seem to be trying to convince him to attend or even offer suggestions for how to prepare ones self to attend. But I think a lot of arts organizations, regardless of genre, fail in this regard. That wasn’t what I wanted to address today anyhow.

Even though his comment carries the implication that classical music is only for older people, it also suggests that he sees enjoying the music as a sign of maturity. He seems to feel it is part of his development as a person and is a little concerned it hasn’t clicked for him. That he wants to like classical music may be reason for optimism if it is an indication of a sentiment that permeates the culture.

If it does, then that means there is still something that classical musical organizations can appeal to if they can figure out how to address the unease of not liking something you figure you should. The guy I was talking with was only 40 something so addressing the concerns he and his cohort have can go a long way in skewing median audience age younger.

I really don’t know what the answer is. I am essentially in the same camp of wanting to like the music more but not really able to get invested in it yet. Not finding the answer will represent a missed opportunity. This assumption that one should become more involved with classical music as one gets older may only be generational and a result of values passed to us by our parents. There is no guarantee that this idea is sitting as a subtle compulsion in the subconscious of the next generation.

Fuzzy Definitions

During his talk prior to the design charette for Performing Arts Center Eastside, Alan Brown cited the 1997 Survey of Public Participation in the Arts commissioned by the National Endowment for the Arts. Brown apparently has access to the raw data which is not listed in the NEA report. The answers Brown lists from the survey may cause you to question the results of the surveys you conduct.

Brown lists an admittedly small excerpt of the verbatim responses to the question: “What was the last “classical music” concert that you attended?” Among the answers listed are Tito Puentes, The Stompers, Showboat with Tom Bosley, Music Man, King and I and Oliver.

For the question, “What was the last “opera” that you attended,” Phantom of the Opera appears five times along with Les Miz, Brigadoon and “It was on Broadway” (remember, these are recorded verbatim).

Not having access to all the raw data, I have no idea what percentage of the answers these represent. As I suggested, it does make you wonder when people answer surveys that they enjoy and want to see more classical music or opera, if your concept of classical music/opera is the same as theirs. These results are from 10 years ago so I wonder how much less significant these categories are to people these days.

I also wonder if there isn’t a constructive way to make use of this situation. By and large people attending a performance have absolutely no idea if the hosting organization is for profit or non-profit (and a foggier notion of what that may mean). They aren’t there to support their favorite non-profit, they are there because they enjoy the product. They may feel a loyalty and trust in the organization but it might not have any relation to the tax status.

With this in mind, would it be a benefit to arts organizations to de-emphasize classical and opera and focus on the idea that they produce great performances? You wouldn’t want to abandon the label altogether or misrepresent what you were offering because you would alienate people who did know the difference between opera, classical music and musical theatre (or ballet, modern, jazz; Shakespeare, Miller, Godot, etc) The Philadelphia Orchestra isn’t going to get away with advertising a concert as their latest remix of that rockin’ composer of the 20th century, Rachmaninoff. Unless, of course, they do treat his music to a remixing, the nuances of their interpretation vs. another orchestra’s will hardly constitute a remix.

Acknowledging that people don’t care how performances are categorized as long as they have an enjoyable experience changes the way you market performances. If the definition of classical music is rather nebulous, the fact that the violinist received a Pomme Rouge when they were 17 is nearly bereft of meaning. (As it should be, my mother was giving me pommes rouge before I was 5 years old.) Marketing has to focus on why someone will enjoy the performance and not overly concern itself with convincing someone they like the organization’s definition of classical music or whether the recipient likes classical music at all.

This probably sounds strange because the performance is of the organization’s definition of classical music. But what I am getting at is that the focus shouldn’t be on telling everyone what a great and important guy Beethoven was. Certainly, mentioning Symphony No. 5 in C minor, Op. 67 is a waste of column inches in a newspaper for all the influence it is likely to have. Telling people they will enjoy it because the opening motif is one of the most recognizable phrases in the world and has been appropriated and integrated in numerous compositions since can be convincing. The idea that it is Death knocking at Beethoven’s door is certainly compelling.

I know that this is pretty much discredited but that is the story Pat Conroy tells students in The Water Is Wide. I first read the book 20 years ago and that fact has stuck in my mind since. If the piece can inspire excitement in poorly educated students who were entirely unaware of classical music, what impact will it have on people who are marginally or generally aware of it? Even more importantly, the kids didn’t know classical music to know if they liked it or not. I’d bet they would have categorized Beethoven alongside any other piece of well played music they came across.

Of course, the water flows both ways in regard to this sentiment. When asked if they liked opera, someone might say they liked Phantom but didn’t really care for The Magic Flute. A good experience with what they think is opera, classical music, Shakespeare (but really Oscar Wilde), won’t guarantee liking the “real” thing. Nor may it inspire experimentation even if they equate Phantom with opera due to simple lack of name recognition.

So what I am saying is, just put the information out there telling people why they will enjoy a performance and let them decide if they will or not. In some respects, if people are defining what might traditionally fall in a Pops concert (Marvin Hamlisch, Burt Bacharach) as classical music, it could help, however marginally, to gently dissolve the barriers of definition and include familiar pieces like Beethoven’s 5th. The 1812 Overture certainly hops back and forth across this fence. Bugs Bunny helped turn classical music into pop music. Perhaps there is something to be gained by tossing the Blue Danube Waltz into the pops. I still associate that piece with the cartoon of swans swimming behind their mother (starting around 4:15 in this video) And who can forget “Kill da Wabbit” and “Spehwur and Magic Helmut” from “What’s Opera Doc?”

Opera Has Sex Fiends? Sign Me Up!

This week the readers of England’s Sun tabloid got the opportunity to attend the opera for between $13 and $52 where the tickets generally run around $175. The Sun announced the opportunity back in July. People had to buy the paper one Sunday to get details so they could enter a lottery for tickets. At the time, there was a bit of negative reaction (note this one is on rival paper, The Guardian) with people decrying it as an ineffectual move since those who normally read the sensationalistic Sun were not the type to return to the opera at regular prices. Some opined that those who liked the regular misogyny exhibited on Page 3 would hardly appreciate high culture.

But the opera in question, Don Giovanni, seems ready made for those who read of the peccadilloes of young lotharios on a daily basis.

In something of an inversion, the unrefined masses got a night in Covent Garden while afficiandos had to satisfy themselves with a simulcast at a movie theatre chain…or wait until another night. (Actually, this characterization makes it sound like a reversal of the usual. In fact, unlike the Metropolitan Opera, this was the Royal Opera House’s first simulcast.)

If you watch the video accompanying the BBC article , you will see the reactions were mixed. Some had a wonderful time and will come again. One woman said it was a nice evening but she wouldn’t hurry back. Another woman listed her concerns over the high cost of attendance (transportation, food) even with the reduced prices. Then there is the guy at the end who proudly proclaims he read the The Guardian.

This illustrates that even when offering reduced tickets, you have to be prepared to answer concerns and motivate people to attend again above and beyond the quality of your product. There was one man quoted in the article as he left at intermission because the seats were uncomfortable.

“We left because it was rather cramped,” said Mrs Tweedy.

“It’s not a reflection on the opera – it was amazing. The voices were great and the lighting was fabulous, but there was a gentleman who decided to share half my seat with me.”

Mr Tweedy said: “It was my first time at the opera – it was ok but after an hour and a half sitting in a cramped seat it was getting a little bit too long for me, but I’d go again.”

This put me in mind of the Urban Institute study on arts attendance I cited a couple years back which found that the two elements that people said would cause them to decide not to attend a performance at a venue again were not having a good social experience and not liking the venue.

It is impossible to say now whether the man will indeed attend again or not despite his experience. Covent Garden has a certain cachet which can’t be overlooked. If this had happened at a less famous facility, perhaps the judgment would have gone against the opera.

Audience Theory

As wonderful an opportunity it was to influence staff workplaces, those of us in the PACE advisory group still understood that the success of the building would be in how comfortable audiences were interacting with the space. When I was preparing to travel to Bellevue, I was mindful of Andrew Taylor’s observations wandering around the streets of Denver at the National Performing Arts Conference that

“block after block of glass or stone walls at the street level, many of them without a door (at least an open one) for hundreds of feet at a time. As a result, there are very few people populating the street, stopping to talk with each other, people watching, lingering, and realizing they’re in an urban streetscape of diversity and energy.”

I approached the facility design with the intention of insuring the building appeared engaging to foot traffic since there are quite a few residential complexes being constructed nearby.

The importance of physical design was actually reinforced for me as we walked to the meeting with the architects. About four-five blocks from the future PACE site, we passed a small area next to the sidewalk with hedges and benches. There was a sign noting that the area was open for public use. I would have never known that because of the way the hedges and a short set of ascending stairs lent it a sense of being private property. Because of this they had to essentially grant people permission to enter.

But to back up a little…. I had mentioned earlier that Alan Brown made a presentation on the value of live performance. Obviously, it is in relation to the audience’s experience that his thoughts are most applicable. It wasn’t until after his presentation that I realized how significant a moment in the design process it had been. The architects and project manager had never really had these ideas addressed in connection with their work before and so were pretty attentive and taking notes. The same was true for a couple board members who were present.

Of the concepts he covered, a number of them caught my attention. The first was his suggestion that interactive experience the Nintendo Wii offers predicts one day being able to virtually perform with Pilobolus. Since he is the first person I have met who has advanced this idea since I began promoting it in 2004, he instantly endeared himself to me.

He also addressed the situation where people were waiting longer and longer to buy their tickets. He spoke of a focus group where he basically discovered young people were afraid to buy a ticket until the last minute because committing to one option closed the door on all the other possibilities. I wondered if this was an element of Generation Y’s problem with decision making.

He said he asked them to describe what they would envision as a perfect jazz club. They said it would be a coffee house during the day but a bar at night with a separate room where those who wanted to be full immersed in the music could go. However, there would also be an anteroom where people could talk with friends and still listen to the music and still another anteroom where people could interact with friends more and listen less.

It seems like a tall order to design a building to provide this experience. However the impression I took away from what Brown had to say was that people at every age really desire an experience at an intermediate stage between listening to a recording and fully attending a formal concert. He described this as a place to drop in and hang out and get more information. One suggestion he made which he certainly did not represent as encompassing all possibilities was having kiosks in the lobby where one could try all sorts of new music. (I imagined something like the listening stations in record stores.) Having a DJ mixing in an area surrounded by comfortable lobby furniture.

Alan Brown’s presentation had a tangible effect on the discussions that followed. The building design already allowed for many of the activities he mentioned so conversations revolved around the possibilities. This is fortunate because if Brown is right, there might be an increased necessity of having such a space as venue for value added benefits. Acknowledging that there are some people who are voracious for an educative experience, Alan Brown proposed that while arts organizations gave education away for free as part of their mission, he suspected people would pay a premium for a private, executive briefing on events.

I have read and heard suggestions that were related to the core idea behind this. There are some complexities to this that I haven’t fully considered so I don’t quite know what I think about this. I suspect for some communities and organizations, he is right on the money with this idea.

As you might imagine from the thought the PACE administration put into the staff work areas, there had been some investment into the design of the public areas as well. As I already mentioned, the layout lends itself to sponsoring some of the programs and features Alan Brown suggested. Some other notable concepts they had were arranging the ticket office so one’s experience was more akin to interacting with a concierge than a reinforced security checkpoint. They have also looked into situating the restrooms so that the lines at intermission don’t become the half time show.

Our advice seemed to be viewed as insightful and even viable within the overall plan and budget. I am demurring on many of the details because so much is undecided at this stage in the game and I don’t want to create any unwarranted expectations about the ultimate result. Participating in the process was very exciting and engaging. While our status as outsiders lent some weight to our observations, Alan Brown’s occasional, but well timed comments lent some reinforcement.

Believe it or not after all this writing, I still have some additional observations to make! My next entry will have some really basic suggestions for those who might want to replicate this exercise.

(Details of this entry have been altered since the original posting to comply with confidentially agreements)

Media Using The Masses

It appears as if the mainstream media has gone from glaring at bloggers to embracing some user generated content, perhaps at the expense of their employees. I am beginning to suspect some outlets have realized they could tap in to people’s desire for 15 minutes of fame as long as things ran through an editor for quality control. About a year ago, I started seeing the press releases I sent to the arts editor appearing verbatim in the neighbor specific inserts of the newspaper. I would still get a calendar or photo listing in the paper proper and maybe even a feature story if I was lucky. I have had my releases appear verbatim in smaller weekly papers, but this was the first time it was happening in a major daily.

A little later a mechanism appeared on the newspaper website encouraging people to submit stories of their own. Then a heck of a lot of people were laid off at the paper. I don’t know if there was a casual relationship or not, but I began to wonder if my attempts at promoting my events was contributing to pink slips being issued.

Last night I saw a promo on television announcing a new program the station news department was starting involving citizen contributions. There was nothing on the website despite their encouragement to check it out for more information. I think it had something to do with weather. I wouldn’t be surprised if some point in the next five years they started soliciting people to submit video reports.

Last month Salon.com started Open Salon where they will actually pay people for creating content.

What does this mean for you?

Well first, people may expect more opportunities to interact and contribute in your events.

Second, you may never know when the newspaper critic is coming because it could be anyone in the audience and a totally different person from last time. On the other hand, if you have a popular show you may hear from 10 people who intend to review your show for the newspaper and want free tickets (and still have an unknown 11th person’s critique printed).

I also imagine that some artists will anticipate expectations and you may find the type of shows they create/offer for performance at your venue beginning to evolve. I have spoken about how people may not be content with the passive experience sitting quietly in a dark room watching a show any longer. As much as I expect audiences to demand more, I also expect artists to start to provide more. As always, some will do it better than others.

In the short term though the implications of media outlets using exactly what you send them are that you better be making a compelling case for attendance. No longer are you trying to convince a writer your event is worthy of a feature story or review and depending on them to conduct interviews and recast your event in an interesting manner. Now what you write has to do both these things. You may not have the alternative of writing two releases, one for the editor and one for publication as is. I have had an editor take a single press release, assign a reporter to follow up to generate a story and forward it to be printed verbatim by the newspaper. It happened at least three times last year.

If you don’t know how to start writing compelling entries, you may want to check out my entry here. Because Artsjournal.com has changed the way they address their archives, those links to Greg Sandow’s blog don’t work any more. However, if you go to the May 25 -June 15, 2005 entries on his blog, you can probably find them without too much effort.

What Value The Compact Disc?

Occasionally it is healthy to revisit daily rituals and practices to evaluate if they are still pertinent. For example, every time I go on a trip I clean all my CDs out of car and leave the little door on the CD holder open to show that there are no CDs in my car. It recently struck me that in the time since I bought the car several years ago, the value of CD as a format has dropped so precipitously that no one really wants to break into my car to grab them. In fact, they probably didn’t want to when I bought the car either but the iPod has gone from competing to almost default format in that time.

Realizations like this make me re-examine stuff in my professional life including policies we have set for ticket purchases/exchanges, seating, volunteers, rentals and whatever else comes up. Because we have always done it can’t be the default excuse for continuing to do something. In many cases, because we did it last year might not be valid either as behaviors and values change so quickly.

On the other hand, just as there are still people desperate enough for the few bucks they might get for my CDs at the local record exchange, the cost of someone abusing the lack of a policy might still outweigh the benefit of eliminating it.

There Are No Secret Codes

I received an interesting report in the mail this week created in partnership between the Association of Performing Arts Presenters, Dance/USA and Jacob’s Pillow Dance. The book, Presenting Dance, written by Mindy N. Levine discusses conversations that transpired at the National Dance Presenters Leadership Forum at Jacob’s Pillow between 2002 and 2006. Unfortunately, none of this is online for me to link to or even cut and paste from putting us all in danger from my typing skills.

As always, there were a number of things that piqued my interest and few, if any, could be exclusively applied to dance. A large part of the book was devoted to audiences and how presenters and dance companies could promote and design their offerings, including activities ancillary to the main of a performance, to better serve/connect with them.

It was decided that there are four curatorial approaches when it comes to exposing audiences to new works as a presenter; “A to B”, “A and B”, “A or B” and “Mini Festival”. A to B is essentially starting with accessible works and building toward more challenging works over the years. A and B is referred to as the loss leader approach, letting the more popular show cushion the loss of the less popular. A or B assumes people aren’t familiar enough with dance on the whole to discern between challenging and accessible. In this case, you just program what you find compelling and essentially do a lot of work promoting and educating. The suggestion here seems to be to have a sense of how you want to position your organization. The mini-festival approach is where the presenter concentrates dance events along with promotion and education efforts within a short period of time.

I want to back up to the A to B approach. Some of the problems the book points out with this approach is that sometimes the presenter underestimates their audience and thinks they are never ready to be challenged. Likewise, the audience may actually be more receptive to the challenging work than that of presumably more accessible pieces. Finally, some commented that sometimes the community never evolves past the starting point.

One of my first thoughts when reading the A to B approach was of a post Neill Roan made back in 2006 about the high rate of churn arts organizations experience with audiences. Even if the overall attendance numbers look stable, those attending this year may not have been attending two years ago and so may be at square one in their dance/theatre/visual art/music experience whereas your programming is at square five the planned progress.

There was actually one other type of approach discussed, “More is Better.” Related somewhat to the festival approach, it involves programming as much and as diversely as possible (of dance in this case.) The hope is that familiarity will breed attempt and people will be more willing to experiment.

“People don’t decide never to eat out again because they have one bad meal in a restaurant,” said a participant. But audiences often engage in a kind of “one-for-all” thinking with regard to dance; they see one dance performance they don’t like and, in the absence of evaluative context, dismiss the entire discipline.”

There is a quote from John Dewey at the beginning of a chapter in this book that probably should appear at the top of the page or as the first slide of a power point presentation for people who are intimidated or anxious over their ignorance of any art form.

“It is quite possible to enjoy flowers in their colored form and delicate fragrance without knowing anything about flowers theoretically.”

One participant in the discussions suggested turning things around on people and asking them what they do for a living. “Make them realize that you probably know nothing about their job, but that doesn’t necessarily make you feel globally stupid.”

The participants came up with a list of ways to help audiences engage.

-1) There are no “secret codes.”
-2) Trust your instincts and the work.
-3) Ambiguity can be a source of aesthetic pleasure – Essentially, people are used to movement being intentional and dance frequently is not. Enjoyment can be derived from interpreting for yourself.
-4) There are multiple ways of understanding
-5) There is value in aesthetic dissent- You don’t have to like everything you see.

One of the most valuable sections in terms of making dance more intellectually accessible to audiences is in the “Tools of the Trade” in the Cultivating Aesthetic Literacy chapter. This is really where I wish I could link to this online because there is far too much to cut and paste much less type. But I will try to give a taste here.

The chapter suggests presenting different ways for audiences to approach a dance piece, with a Journalist’s Eye, Anthropologist’s Eye, Linguist/Grammarian Eye and Colleagues and Conversation. Now I think using these terms with audience members probably will add to their anxiety but the suggestions in each area are geared toward getting people past “I liked it,” “I didn’t like it,” or “I didn’t understand it” and on to discovering why.

For the Journalist’s Eye, they suggest Who, What, Where, When, How questions to help lead to answering Why or Why Not it was good. Some examples deal with what body parts are moving, how speed changes over time, if movement is synced with the music, what connections to everyday activities can be made, how does it make you feel emotionally and physically, what is known about the choreographer and company?

For Anthropologist Eye, the audience approaches dance as if it were an unknown culture being discovered. An attitude which may actually fall closest to the mark. Questions suggested in this area might be whether men move differently from women, if movement is in isolation or groups, are their forces that bring people together or separate them, are there rules applied to the movement and if so, are they flexible or rigid?

When Linguist/Grammarian Eye was used as an exercise, participants wrote adjectives about how they felt, verbs describing the movement and adverbs about the quality of the movement. The book suggests that this exercise can be useful for people involved with the arts to “generate evocative and specific language with which to discuss work.” If people start moving away from using “electrifying” to describe their work, that is all right with me.

These approaches aren’t necessarily prescribed for novices and can be used at different levels of experience with an art form. Colleagues and Conversation is listed as a tool in professional development among people in the dance field where they talk about performances among themselves to help cultivate their own aesthetic literacy.

What I have severely summarized here is only the first 18 pages out of about 50 pages of observations and ideas. Some of the other chapters deal more with the challenges dance companies face in developing and performing their work. And of course, the challenges presenters face supporting and employing dance companies are also addressed.

Tonight I wanted to cram some of the audience development issues in my entry because tomorrow I am handing the book to my assistant theatre manager so we can have a conversation about what practices might be viable for our community. I hope to come back to the text at a later date but really wish it was available online so I could continue to comment while the ATM reads it.

My Butt in the Seats of Your Neighborhood Stage

This weekend I was a guest on the Your Neighborhood Stage podcast. (July 14 episode, number 3.21). The folks over there let me talk for a real long time on a lot of issues. In the course of the conversation, I promoted the iPod idea I had blogged on before. I had listened to some of their earlier podcasts to get a sense of what I was in for and one of the on going issues they have discussed is inverting the idea that “all good things must percolate down from Broadway.” They were trying to find a way that things could be developed at a local level and percolate up in much the same way niche interests suddenly explode into popular consciousness via YouTube.

It occurred to me that while local theatres couldn’t really hope to get anything on Broadway via the current development path, they could be the place where the innovations that reinvigorate the performing arts are cultivated. As I note in my interview, the stakes are pretty high on Broadway but somewhat less so on the local level. (Not to understate the impact of even small financial losses on local theatres.) But with the rise of Pro-Ams (Professional Amateurs) who have both passion and increased access to technology, there exists the potential for great things to result from unorthodox approaches and experimentation.

There were some other issues we discussed like censorship in a production of Ragtime near Chicago, copyright infringement in an Akron production of Urinetown (the earlier case from the 90s I refer to is L! V! C! in Boca Raton- covered in NY Times, 8th paragraph down) and whether bloggers who review can be sued for defamation.

If ever you wanted to hear my voice, albeit a little distorted (my fault, mostly) or simply just want to sip at the fount of my wisdom in audio form, give it a listen.

Oh, I just also note. When co-host Staci Cobb was praising me and said “Go You!” I thought she said “Go UF” and was tweaking me as a Florida State University grad by cheering on the University of Florida. It is only as I listened to the podcast that I realized I misheard her. I am sure both hosts were a little perplexed when I joked about her razzing me.

Suffering Your Own Penalties

Via Arts and Letters Daily, there is an intriguing article in Reason Magazine about how penalties for undesirable behavior can actually result in more poor behavior if people perceived paying the penalty as license to continue.

Citing a study in Science, Ronald Bailey gives the example of six Israel day cares who instituted a fee to penalize people who pick their children up late. Instead of solving the problem, this made it worse.

According to Bowles: “The fine seems to have undermined the parents’ sense of ethical obligation to avoid inconveniencing the teachers and led them to think of lateness as just another commodity they could purchase.”

The same thing happened in an experiment in Columbia. Researchers were conducting a game where people were involved with divvying up forest resources. The results of many scenarios reflected concern for the resources and other users until a situation that simulated government control fined those who overused their alloted share. People felt paying the fine justified pursuing their short term interests rather than the interests of the whole.

I tried to think of ways the arts might be providing disincentives for their audiences to act in the interests of the organization, audience or community through what they perceive to be penalties. I haven’t really thought of anything but maybe something will occur to you readers.

First thing that came to mind were the ticket fees we charge for buying tickets online or over the phone but might not charge if people come to the window. Or that we charge a lower price for subscriptions and buying single tickets before a certain date.

But neither of these things seem to create an incentive for people to buy early. I don’t think it creates a disincentive either. I think people are just busy and have changed their buying practices.

Next I wondered if holding people in the lobby for late seating hoping they, (and those they annoy when they are seated), are discomforted enough that they arrive promptly next time might have some unintended consequences. It is easy to foresee that both late comers and those seated are likely to be annoyed by the timing of the late seating interval even if it has reduced 14 potential interruptions to one. No surprise there.

It is likewise easy to anticipate reactions to policies like; No food in theatre, no exchanges or refunds, no video taping and no cell phones. Perhaps no cell phone policies and signal jammers may have caused a rise in texting, (I seem to remember jammers don’t impact texting frequencies, just voice) but even that is not unforeseen. As annoying as the glowing screens can be, it isn’t as bad as having someone pull out their cell phone and say, “Yeah, I am in the theatre. No, no, I can talk,” in the middle of a performance.

So does anyone know of a policy that was meant to control undesirable behavior that has essentially reinforced it? Drop me an email or comment below.

Lots of Summer Fun In The Backyard

If you were a canny arts administrator (or are a leader of a particularly nimble arts organization) you may have foreseen that high gas prices would be forcing people to engage in staycastioning this summer. If you don’t know what a staycastion is…well good for you. As far as I am concerned it is a sign that most mainstream media outlets don’t have any original ideas or the fortitude to resist parroting others. A staycation is a vacation you spend at home. When I was a kid that is what we called a regular vacation. To listen to the MSM, you would think it was a new cultural movement.

Fortunately, we have the Daily Show to make fun of their silliness.

My grumbling rants aside, the fact people are staying at home provides a good opportunity for arts organizations and communities in general to make citizens aware of the enjoyable resources available in the area. What better time to convince people how convenient seeing a show is during busier times of the year than when they have taken the time to slow down and look around?

So if you had the foresight to realize this window of opportunity was opening maybe you have created incentives to get people in the door or launched a campaign to make people aware of your services. If you haven’t, maybe you are as nimble enough to take advantage of this trend. Sure gas might be just as expensive next summer so you think you can wait. But people might be inured to the cost after a year and be looking to get away.

Or you could be like me and are working in an empty building as everyone takes the vacations and comp time they have earned toiling throughout the last 10 months and would be in danger of having heavy objects fall on your head if you suggested adding new programs over the summer.

Personally, I think that if you are going to have some sort of summer program, it shouldn’t be done in a vacuum. Working cooperatively with the local arts council, chamber of commerce, municipal government, etc., to make people aware of the pleasurable encounters they can have right at home just seems like the most logical step. I think attending a picnic where there is a band/orchestra/puppet show/miscellaneous performance happening as the sun sets and the baseball game wraps up embeds itself deeper in the memory as a pleasurable experience than attending a slew of First Night performances. Ah, I am feeling a little laconic just thinking about it.

Next summer isn’t really too late. I pretty much said that in order to motivate those who can mobilize this year. Start working on next summer now. See if you can get local government involved. It is a great PR opportunity for your mayor to stand up as the winter starts to break next year and say, “Hey, we know you ended up hanging around town last summer. This coming summer we are going to make you happy you did and proud of your community by offering you X, Y, Z activities in cooperation with all these organizations and businesses in our community.”

Heck, there is an election coming up. If the people in office aren’t helpful, talk to the people running against them about your idea. They can get up and talk about how they empathize with those facing high gas prices and how they planning programs to enhance the value of living in the community.

Donors With Baggage

There was a short piece on the Chronicle of Higher Education’s website about fund raising (subscription required). What caught my eye was some of the insights it provided about how people money and the act of donating it. The story cites Laura Fredricks, a former fundraiser for Pace University and Temple University, who addressed attendees at Fund Raising Day in New York 2008 last week.

Much of what I read and heard at conferences about fund raising primarily deals with strategies for developing a relationship with a donor and convincing them to support your organization. In some respects, much of the advice has been similar to what is given in regard to dating. Some of the advice is a little aggressive and cutthroat and some advocates a more practical and sensitive approach. (Of course, there is also the “be content being single” camp but that philosophy doesn’t quite work in fundraising.)

In any case the advice generally focuses on a somewhat formulaic planned approach. Just as dating tips rarely acknowledge that other people have the baggage of past dating experiences which will impact the relationship you are trying to cultivate, I rarely hear/read a similar acknowledgment in connection with fund aising.

One of the anecdotes mentioned in the story was about a wealthy developer who never gave more than $1,000 at a time to Temple. When Fredricks asked why, she discovered that even though he could afford to give more, he harbored fears about running out of money that went back to his childhood.

She recognizes that the people who ask for money like presidents and trustees also have varying degrees of comfort with the subject. “They should be treated the same way donors are—as individuals with different emotions about money—and given simple requests, she said. Instead of giving a reticent board member a list of prospective donors, Fredricks suggested starting out with the names and biographical information of two current donors and then asking the trustee to call them to say thank you.”

Back when I was fresh out of grad school I remember having a conversation with someone about fund raising. I don’t quite remember who it was but the comment was made that you couldn’t ask someone to make a large contribution of money until you had made a large contribution yourself. The idea was that if you had done so you could empathize with what motivated someone to donate that much to something they believed in and could also understand how making such a donation impacted their standard of living.

At the time a $50 would have had dire consequences on my standard of living so I really wasn’t ready to do serious fund raising at that point in my career. Some of the other advice given at the Fund raising Day in New York meeting actually revolved around this idea. One person suggested requesting large donors make the ask for similarly large gifts.

One last tip that caught my eye which might be rather difficult for some arts organizations to embrace given perennially precarious financial straits. “Don’t show your desperation, no matter how far you are from hitting your goal. You’re not raising money to keep your organization from going out of business.” Yeah, right! That little bit of advice came from Michael Margitich, senior deputy director for external affairs at the Museum of Modern Art in New York. The approach he said he used while at Columbia University was “he was raising additional funds to ‘maintain our level of excellence.'”

Sometimes I Feel Like A Fatherless Color

I don’t know how it found its way to my backstage, but I came across a booklet from Apollo Design that really show the company has a sense of their customer’s needs and seek to add value to their products. They have what they term Playbooks which provide a scene by scene break down with gel and pattern suggestions of some of the most popular plays high schools and community theatres perform.

They admit that the options they offer are among the safest choices a lighting designer can make. They also can’t offer guidance about placement of instruments and intensity of light since they can’t know the needs of every theatre. But for the high school teacher who has volunteered to direct the fall play and knows nothing about choosing gel colors, the booklets can remove quite a bit of anxiety. Even if you aren’t directing any of the plays they cover, you can get a sense of how the design theory you might read in a text book has been put into practice in specific instances.

You can download pdf versions of specific Playbook sections here. As an example of the general guidance they offer, for The Glass Menagerie, the notes state:

“Smoky, red glow” – mentioned in the Amanda and Tom argument scene. The colors should not be malevolent or suggest violence. It should be a subtle indication of frustration and tension”

Another example is in scene 3 the booklet provides guidance for different colors on the fire escape, living room, bedrooms and dance hall.

Although their skills far outstrip those of the people who would use these booklets, my technical crew thought the booklets were a great idea and have been thumbing through them for the last week.

We did get a little chuckle though from their political correct renaming of Bastard Amber, one of the most often used gel colors around. It was created by mistake when a guy was trying to create a batch of regular amber. Bastard Amber ended up being generally a better color choice and more widely used than regular Amber. The two leading gel manufacturers, Rosco and Lee both have the color in their swatch books.

Apollo on the other hand calls the color Fatherless Amber. Given that they have a Dominant and Submissive Lavender, we can’t imagine they are complete prudes.

If you want to have a bit of fun, ask your tech director if you can see their gel swatch books. You can find some amusing names for colors in there. Given that Rosco and Lee have created proprietary colors that the other hasn’t been able to reproduce, you can have fun looking through both. Like some famous painters who have created their own paint shades, lighting designers have asked that unique colors be created for them and so you will find some colors named after notable theatrical folks. Be warned that there are also a lot of mundane boring colors in there as well though you will probably wonder at the contradiction of shades like No Color Blue.

All The Kids Know It Is More Fun To Sit In the Back

There is a great illustration (in my mind as least) for why arts people need to value learning and be cognizant of what is happening elsewhere in a story out of Orlando. It seems the Orlando Opera Company and Orlando Ballet have decided to try to bump their subscribers out of the balcony and into the more expensive floor seats in an attempt to make that area look fuller and increase revenue.

The subscribers are none to happy and are resisting. Just like the subscribers at the Honolulu Symphony did when the balcony seating prices were both raised and that section closed until the floor section was filled. Just like the subscribers at the Boston Symphony Orchestra did when that organization increased balcony seating prices by 80% in one year. Both Honolulu and Boston backpedaled and admitted the increases were ill advised. I suspect the opera and ballet in Orlando may end up doing the same.

Fortunately, the Orlando Philharmonic hadn’t received the advice the opera and ballet did about changing the pricing structure or this entry would make it seem like orchestras were the only ones making this poor decision. Or at the very least, weren’t doing a good job presenting this new policy to their audiences. I am not sure there is a good way of making such a large change in one year’s time palatable without investing a whole lot of time and money in the campaign.

The Orlando Sentinel article mentions that the opera and ballet had received the results of a study. I wonder who did the study and how they came to the conclusion that subscribers would tolerate this in acceptable numbers. I could believe a study that found people would tolerate a price increase of X amount over what they are paying now. Likewise, I could foresee people grumbling but generally acceding to moving their seats to the floor for the same price if they were told it was a cost saving measure. (Don’t have to pay the ushers for the balconies, perhaps.) It would be a sneaky way to get people out of the seats and raise the prices the following season when you reopen the balcony due to demand. People would probably be rather angered at such a move when it emerged a couple years hence.

I would be rather incredulous at a study that found it would be productive to both displace subscribers and place them in a situation where they were paying more than the previous year. (If anyone knows of a case of the decision succeeding, I would love to know!) I would ask to see the research that back that up and if it didn’t include a fair sampling of my ticket purchasing base, I would be rather skeptical. In other words, I am wondering if they even talked to anyone in those seats. (Or researched how similar decisions played out.) I don’t expect any of them would have answered yes to a question that flat out asked if they would be willing to give up their seats so some extensive communication of the rationale would need to transpire. Which would be a pretty good opportunity to gauge the most effective way to communicate the rationale.

There are obviously too many factors of which I am unaware to make a real judgment about why the decision was made. I feel secure though in stating that their case doesn’t appear to have been communicated well.

Art, The Government Prescription Program

There is a piece on the online journal, Spiked from Frank Furedi decrying the English government’s prescriptive use of music in their sponsorship of the Music Manifesto. My first thoughts were that this is what comes from positioning the arts as having all these benefits when asking for money. This is further evidence that the authors of Gifts of the Muse in saying the arts were ill served emphasizing these elements over the intrinsic value of the arts. I also thought that it should come as no surprise that governments would be employing music to advance an agenda. This has been happening for centuries from the Medicis to the current day where popular music is used to sell everything from cars to presidential candidates.

Perhaps I have been exposed too much to commercially motivated music, but I had a difficult time envisioning music as a vehicle for seeking and serving Truth. Perhaps it is the lack of this connection to Truth or my inability to see it that can be attributed to what he cites as “impersonal force of the market impinged on the development of art and culture.”

My initial cynicism about his complaints aside, there were a number of observations he made that I hadn’t really considered. For instance, he notes that by valuing who will be attracted by the experience over the art itself, “what really matters is the audience rather than the music that the audience listens to. The question of who sits in the audience, rather then what they hear, shapes official thinking on music today.”

I have seen this myself. Every final grant report I fill out regardless of whether it is privately or publicly funded asks me how many K-12 students were served. Many ask about the racial make up of the audience and if my program was designed to serve specific races or K-12 students. Some ask how the programs reinforce family values and self-sufficiency. I am occasionally tempted to ask how a particular government policy is actually reinforcing these things. The arts shouldn’t necessarily be looked to in order to patch what has been rent.

I do think that arts organizations should be paying attention to who is attending. I am happy not to have to break down my audience into all sorts of demographics for my grant reports. One should always be assessing who is attending and how they are receiving it. Though the identity and number of people attending shouldn’t form the sole measure of success.

One of the toughest parts of Furedi’s complaint to tackle is the idea of accessibility equating to dumbing down. He criticizes music classes.

“Instead of providing an opportunity for pupils to study and learn about music, ‘music-making opportunities’ are often about involving kids in playing around with digital media and pretending to be djs…But frequently the ‘music-making’ approach is praised because it allegedly removes the ‘barriers’ that prevent children from ‘making music’.”

and suggests that the real elitists are,

“the educational and cultural establishment who have so little faith in the ability of children to appreciate and learn about classical music. Their anti-elitism is a populist gesture designed to flatter ordinary folk and reassure them that not much is expected of them.”

The question that emerges in my mind is how to structure an introduction to theatre, music, dance and art to people whose experience with these disciplines has come from movies, television, MTV and Photoshop? Are the activities you intend as a bridge between these experiences and the creative/performing arts underestimating your audience or does it provide necessary context? A contributing factor to activities that do indeed dumb an experience down is the receipents may not view the relevance in the same manner you do. So the bridging activities become the whole program rather than just the initial steps of a larger plan.

For example, does all the art and literature about the transitory nature of life have the same poignancy for people who can create and destroy a visual representation with a touch of a button? How do you cultivate an appreciation for an artist’s technique in mixing colors or composing music when there is software that will correct those flaws? How do you instill a desire for preservation in someone whose criteria for doing so is based on the amount of room left on a memory card rather than what ever quality of composition is apparent on the tiny digital camera or cell phone screen?

I don’t doubt that you can cultivate appreciation and understanding of art in people amid all of these influences. But if they don’t feel it to the same degree or manner as you and your contemporaries do, you may never move beyond a certain point and allow them to develop a more sophisticated understanding. On the other hand, if you don’t take into account that people experience the world differently than when you were their age and proceed to present the discipline in the same manner it was presented to you, you risk alienating people with your insensitivity and general cluelessness.

What is the balance then between presenting an accessible context that is intellectually challenging? It is easy to say that is your goal and just as easy to be diverted from the plan by what seems to be a general atmosphere of anti-intellectualism.

Hey You, Why Aren’t You At The Concert!?

I came across a link last week to a study the League of American Orchestras did. The freshness of the referring page and the fact that my monitor resolution didn’t require me to enlarge the pages too much initially hid the fact that the story came out in January 2004. Thinking it had been published in 2008, I was wondering why Drew McManus and the other bloggers at Inside the Arts hadn’t picked up on it already. For awhile there, I was excited that I might actually be scooping them on their segment of the arts.

Even given the time that has actually transpired since the publication date, the article, Stalking the Culturally Aware Non-Attender, is quite pertinent. One of the toughest groups to survey is the non-attender so the results of any survey of these people are highly valued. And they should be given that it is difficult to find people who don’t attend who are willing to respond. It isn’t as simple a matter as going out during a performance and asking why people aren’t at the show. (Though that does seem like a good place to start now doesn’t it?)

While the results of the survey the story covers are in relation to orchestras, the lessons learned can be applied universally. The median age of these smart, aware people tends to be lower than those actually attending which makes them valuable for that reason alone. They believe they would enjoy attending a concert, but never get around to doing so. Some of the reasons are advertising design which is intimidating to those not in the know (though theatre advertising gets higher points.) Though to be fair, some of the most accessible methods of communication suffered from perception. Said one person who didn’t know orchestra’s had websites, “I mean, they’re playing 18th-century music. I guess I never thought they’d need
a web site.”

In addition to being uneasy about how to dress and act, the Non Attenders are also concerned about not understanding the performance. It isn’t just a matter of not having the experience and vocabulary to comprehend what appears to be a dense, complex work, but also not being as enraptured by the work as everyone else seems to be.

I think this is an important distinction especially in relation to music. In most people’s general experience, not understanding music is not an impediment to enjoyment. Getting lyrics wrong is practically a rite of passage. Listening to music in a foreign language is quite commonplace and the unfamiliarity of the tongue not terribly distressing. Perhaps it is the attendance format combined with lack of reference points, but it appears people tend to feel more at sea attending a symphony. I cite the format as a contributing factor because even if a contemporary foreign language music performance is in a concert hall, there is often an opportunity to groove along with the music and establish a connection that is pretty much not an option in the presence of an orchestra. Or at least the glares will be quick in coming if are feelin’ it enough to roll your shoulders and wiggle a little in your seat.

The article notes that one of the most important groups to an orchestra are the people who initiate the excursion. Though the percentages may be different, this is true for all the arts disciplines. There are always a few who get the ball rolling and organize the outing for rest of their group, even if it is only one other. Making this task easy for that person can go a long way toward filling the seats.

A sidebar that appeared within the article directed me to a website the League has set up to make people more comfortable with the attendance experience. This is something I have been a proponent of so I was glad to see it. Meet the Music helps you find a League orchestra near you. It also offers advice about approaching your first attendance experience. Among the things I appreciated about the site was that while they instructed you not to clap between movements, they also tell you to ignore the people who shush you if you do and acknowledge it is only recently that the practice of not clapping at that point has emerged. I also liked their advice about how to listen to the activity while the musicians warmed up.

The biggest fault I would find with the website is that it’s existence isn’t widely promoted. It has been around 4 years and this is the first I have heard of it. I took a look around at the websites of the members in 15 states and few people include a link to it or anything like it in their education or ticket purchasing sections of the site. In some cases, it is the less prominent orchestras in a state which do a better job linking to the site or have a similar FAQ that is easy to find. The NY Phil and San Francisco Symphony though both have FAQs that were either modeled after or the models for the guide on the League site. (I am having a real hard time finding something on the Philly site though.)

The Way It Used to Be

We (meaning bloggers and various and sundry arts writers) often talk about how the arts attendance experience was a lot less like the staid and proper process of sitting in a dark room facing a stage. However, other than a few generalizations, we didn’t have much to offer in the way of concrete specifics.

Or at least that has been the case here at Butts In The Seats.

Fortunately, blogger and arts critic Terry Teachout comes to the rescue with an article about the good old days in Commentary this month. Since he addresses piano concerts people who perform or attend such concerts probably have a better idea about some of the things to which he refers. It is clear to the general audience that things were a little looser by today’s standards. There was more embellishment and improvisation even from the composers themselves.

“…British composer Charles Villiers Stanford heard Johannes Brahms play his Second Piano Concerto, he observed that the composer ‘took it for granted that the public knew he had written the right notes, and did not worry himself over such little trifles as hitting the wrong ones. . . . [T]hey did not disturb his hearers any more than himself.'”

Liszt apparently had a urn placed in lobbies and would sit at the piano reviewing the suggestions placed within by audience members and would chat with them between pieces. Audience members, for their part “…thought nothing of applauding not merely between movements, but in order to pay tribute to a particularly well-played passage in the middle of a piece.”

It is dishonest in a sense to talk about “how things used to be” because the reality was that these gentlemen were the popular musicians of their time and everything Teachout cites is no different than attending a contemporary music concert today. Musicians improvise on their own work knowing that the audience is aware of the more perfect version produced in a studio but don’t care that they aren’t playing it exactly like the album. The audience will applaud during the opening notes of the song, after the solo and will sing along. Unless you are the only one singing and are out of tune and drunk, no one generally cares.

Teachout says he is not encouraging a raucous free for all, but a general loosening of some aspects of the experience. I am familiar enough with classical music to be certain, but I imagine I would agree with him. I wouldn’t necessarily want people walking through the aisles hawking oranges while I am watching Shakespeare. The language is so complex and delicious that you need to devote a bit more attention than you would at a Mamet play which, truth be told, has a complexity and deliciousness of language of its own.

It doesn’t take much effort to imagine someone associated with an orchestra would say the same thing about the product they offer. It may have been popular entertainment at one time, but it does require more attentiveness to appreciate these days.

The Secret Lives of Theatre Managers

My picture was in the paper this Friday for an extra-curricular activity I engage in. It had been taken a few weeks ago so when someone mentioned they had seen me, I discounted it. Since then I have been congratulated and razzed by everyone from co-workers to my dentist.

As I was leaving work this evening, the assistant theatre manager said I should put the photo up on our website to humanize the organization a little. I dismissed the idea because the organization isn’t about me and the goofy poses I take while not at work.

As I drove home, I started having second thoughts. People don’t support organizations, they support and donate to people. That is one of the reasons why I generally make a short curtain speech enjoining people to turn off their cellphones, pointing out the fire exits and telling them what a wonderful time they are about to have. I could record this stuff but the human element is eliminated. Certainly having someone in the lobby to congratulate, complain or petition that they can recognize helps with audience relations, too.

But do they really care about what I do in my off time? My supermarket was posting banners showing how different employees were working in the community as volunteers. Presumably this was to influence people to identify more closely and positively with the supermarket as a community entity. My staff and I are pretty much wrapped up in our jobs at the theatre and hardly have enough time to generate the same credibility.

Those banners struck me as a little manipulative anyway. As with everything, humanizing yourself has to be done correctly for the community. I don’t know how well it did in Milwaukee, but I thought the video the Milwaukee Symphony did for the opening of their season worked well in this regard. They filmed concert master Frank Almond talking about the upcoming season as they follow him around his house. What really worked for me was that they had his daughter dancing and twirling around the living room and zipping across the back deck on a scooter. It made me comfortable listening to him talk about his violin and the music he was going to play. The video made me feel like I would be able to understand and feel something from the music being played during their season.

It would really be great if they would let me twirl around in the aisles like Frank’s daughter.

I am not quite sure if the dynamic between my organization and community is one where learning about the hobbies of the staff will positively influence our audience’s perception of us. More to the point, I am not sure if I want my audience having a relationship with my private life.

Professionals and Pro Ams

In her column in this month’s American Theatre, Theatre Communications group Executive Director, Teresa Eyring talks about the recognizing the growing number of Professional Amateurs in our society. Now this topic is nothing new. I have posted on the subject of Pro Ams. Andrew Taylor has done so on a number of occasions. His students did a research project on the topic. Charles Leadbetter and Paul Miller who coined the Pro Am term, wrote a book on the subject.

What makes Teresa Eyring’s comments special is that she leads a major service organization and therefore is in a position to exert greater influence when she says it is worthwhile to heed a trend. (Though she was certainly influenced by all this discussion of Pro Ams.) What she has to say hasn’t impacted my thoughts about Pro Ams in any direction. But it is good to see an arts leader like her encouraging people to explore the possibilities.

So if the words of all the aforementioned folks haven’t gotten you to ponder the concept, maybe Eyring’s will. She acknowledges that a transition that embraces Pro Ams can be difficult.

“If these shifts are irreversible and true, the question for professional arts organizations is how most effectively to embrace and respect audiences and potential audiences as they self-identify as creators, with a capacity for meaningful involvement in the artistic process that has often been closely held by professional theatre artists and organizations.”…

“…For theatres and theatre artists, this trend presents questions that are both practical and semantic, such as: What do we do with the word “professional”? In the 20th-century arts world, this word has often been used to instruct the public, critics and funders to expect an experience qualitatively superior to that which is non-professional or amateur…”

“…However, with the growth of a pro-am culture that goes beyond art into science, technology and other realms, the power of a professionals-only province continues to fade—or at the very least, the nomenclature is less effective and meaningful. Some of the teeth-gnashing over this development has to do with how the public will know the difference between what is excellent creative expression and what is merely average…”

“…if theatres can find ways to tap into the growing interest among individuals in participating in the actual creation of art and the arts experience, perhaps we can move this trend to a tipping point of sorts, bringing theatre into a new period of cultural ferocity and ascendancy.”

Social Hubs, The Next Thing Comin’ Round?

Scott Walters says I feel it. Since that is about all I saw of his entry on Technorati, I was wondering what it was that I feel. Turns out that I, among others feel that change in the theatre/arts is nigh.

In looking at what the other bloggers cited were saying, I came across some interesting thoughts worthy of consideration and debate in the arts world on The Mission Paradox blog both in the proposition author Adam Thurman makes in his entry and a comment that Chris Casquilho makes.

Thurman proposes that the arts position themselves as a social hub placing the audience first and artists second.

“We keep talking about finding ways for people to connect with our particular art form.

But people don’t want to connect to art . . . they want to connect to other people.

So instead of a theatre company seeing their performance on stage that night as the point of the evening, perhaps they should just see themselves as the hub . . . as the thing that connects all the people in the audience to each other…

…I think what people are willing to pay for is to be connected to other people.

And maybe one of the reasons that the arts is struggling is because we insist on being the focal point of the whole process….

…Think of what could happen if, for example, instead of just having ushers leading people to their seats, your dance company had people in the aisle introducing patrons to other patrons?”

What Chris Casquilho argues is something akin to the Gifts of the Muse premise that the arts are not well served by arguing their value in economic terms rather than their intrinsic value. Casquilho notes that being a social hub is hardly a function that only the arts can fulfill.

“…while “art for arts’ sake” is a pretty goofy concept – syntactically and otherwise – if the mission of arts organizations is not to create art, then it begs the question: isn’t there some better way to “connect people in a renewing environment?”

Couldn’t you easily succeed at that mission by offering classes on boat building, or starting a folf (sic) league? When push comes to shove, with no artists, there is no art. If your arts organization puts the needs of the community above the needs of the artist, you will turn your product into lukewarm porridge, lightly salted to taste.”

Now it seems to me that these two concepts aren’t necessarily mutually exclusive. Having your ushers introduce audience members to each other before a show is hardly going to detract from the quality of a performance. (Unless your ushers and performers are one in the same, in which case you got bigger problems to worry about.) It is an intriguing idea. Providing more sophisticated and labor intensive opportunities for people to connect, on the web for example, as Thurman mentions elsewhere in his entry, could certainly mean other programs may suffer for want of resources. This could be a good thing if print advertising decreased in a community where online presence was becoming increasingly more effective.

The thing that worries me is that arts organizations have a tendency to subscribe to the newest trends without considering how to most appropriately implement them or even if it makes sense to do so. The best way to get funding is talk about economic benefits and outreach to under served communities? Find studies that prove the first and create programs that provide to the second.

Certainly, part of the blame resides with funders who decide these are the priorities they are going to primarily reward. When a staffer at my state arts foundation told me last Fall not to bother with a section of a grant application because I wasn’t eligible, I have to admit a sense of relief at not having to arrange for a way to comply to the requirements. (I wasn’t so relieved to find our grant award significantly reduced as a result of not being eligible.)

My concern then is that there will be this sudden rush to make one’s organization into a community hub or rationalize how what the organization is already doing is making it a hub. It will become all about butts in the seats again, only for slightly different reasons. While some will do a great job at it, I suspect that the real winners will be coffee and wine shops whose wares become props for the social programs.

So since I have this soapbox from which to speak, let me just encourage everyone to think before they act this time around. Maybe the new big thing isn’t Social Hubs. Whatever it is, think about your effort rather than duplicating another’s even if it takes longer to create your own plan.

Fezzik Was Right!

In the movie, The Princess Bride, the character Fezzik talks about how fighting one man is different than fighting a group. (It is right around 1:35) In fact, according to the powerful giant, it can be tougher to fight one person than a group.

It a lesson I relearned this past week when we were hosting a one person show. When we have a group of people visit to perform, even if they number as small as three, they are generally mutually reliant and supporting. They work out their schedule among each other and get themselves where they are going. With a single person, the dynamic changes and the relationship with them can become more intimate.

I had approached last week thinking that the group before had presented little difficulty and how much less a problem an individual would be. In some respects it was, but in many other aspects the performer’s visit consumed much more of my time and attention than most groups do.

For example, groups generally take their meals together be it catered in house or driving to a nearby restaurant. Smaller groups might invite staff and crew to take meals with them but with an individual, the opportunity presents itself more often and feels natural. Last week I ended up eating dinner out more times than I ever have since moving here. I was late or missed events I frequent weekly as a result.

While I regularly escort performers to their hotel after meeting them at the airport, there are times I don’t if they feel comfortable driving themselves. Last week I waited around 4 hours to escort him while he unpacked and set up at the theatre. Sure I would have rather gone home, but he was in a strange city, it was raining and while it is easy to get to the hotel, he didn’t have anyone to help him navigate.

Working with an individual performer doesn’t always present challenges. The dinner conversation was great. In fact, I was disappointed that I wasn’t able to take him around to a more diverse group of restaurants. Last year I was driving a single performer to the theatre to rehearse and took a 20 minute detour to a scenic overlook because the she kept admiring how beautiful it was and I knew she would appreciate the view. These usually aren’t options that even enter consideration with groups. One’s relationship with individuals is more likely to feel like a guest and host or even familial interaction.

In some situations, dealing with a single person is less difficult if they relax their expectations. For most of the week we had our hospitality set up moved from our green room to the scene shop because it was less trouble to grab water, coffee, cookies and fruit from the stage. Generally performers are less keen about getting their coffee next to a table saw.

When we talk about customer service, speak of treating every individual as if they are the most important person. But if this type of experience has reminded me of anything, it is that the standard of care rendered to people has to be anything but. People in groups often get a lot of what they need from their companions. Dealing with individuals sometimes thrusts the role of a companion upon you by default.

Part of the point I am trying to make isn’t so much about having a separate way of dealing with a single person at the box office versus a group that comes to buy their tickets as it is an attempt to create a metaphor about being mindful of the dynamic that group size dictates. Our audience had as different a relationship with the single performer as I did. It may seem self-evident in your mind that the experience would be different, but there are assumptions about what will happen that we automatically project on our experience based on past experience that simply are not valid. In such cases, operating as business as usual may yield disappointing results for audience, artist and staff.

Engage Your Art — Will It Be A Happy Marriage?

While I was in the Learning to Lead session at the APAP conference, Steven Tepper was discussing his new book Engaging Art: The Next Great Transformation in America’s Cultural Life just next door. It was tough deciding which session to attend and I eventually stayed in Learning to Lead and bought the audio recording Tepper’s session.

There were a number of interesting insights from his book that Tepper shared. One of the things people are concerned about is that arts audiences are disappearing but according to Tepper, participation is dropping all over. There are declines in church attendance, voting, involvement in formal political processes and even major league baseball games.

But says Tepper, It’s not that like sports less, its that we like a little sports more….It may not be case that we like arts less we may actually like arts more.” He doesn’t expound, but I think he is referring to The Long Tail economic model which essentially deals with selling a lot of niche items at higher volumes. His implication, as I understood it, was that people will value a lot of small experiences over the larger, more formal ones in the future.

Something he pointed out was that there is a shift in where people are getting their arts experiences. They aren’t just getting it on the internet and TiVo, but also in places like churches which are bringing arts experiences to their constituents both within services and independently of them. He suggested that churches could be potential partners for arts organizations.

Tepper cited survey results that said high quality art wasn’t a prime motivator for attendance. Rather celebrating heritage, socializing and supporting their community bigger motivation than quality. Social connections have long been a strong factor in arts attendance and apparently remains so. This is one of the reasons why churches could be strong partners. Not only do people who attend church participate more often in other areas of life, but churches provide a social connection.

This may be more true now than ever before given that many churches now offer counseling and assistance with things like job placement, parenting and child care in addition to sponsoring social gatherings for demographic groups. The church that rents my theatre has niche social groups for every permutation of age, marital status (and desire to be married), employment/student status and gender.

Though it does sound like one of those jokes about ordering coffee in Starbucks when a pastor introduces someone as a member of the Thirtysomething, professional single women social group. Yet if the Long Tail situation is indeed developing, services focused to these type of divisions may be what people desire. (Despite the fact that you will either go insane or print up different labels for the same product trying to serve every possible group.)

There are signs that there is a growing interest with involvement in artistic creation. UCLA administers an annual survey to students about their aspirations. Over the last decade there has been a small but noticeable increase in the number of students with a “desire to create, write something original or be accomplished in a performing art.” Tepper acknowledges that what they create might not be worth experiencing. He notes that students are experiencing frustration. Colleges and universities are having a hard time responding since the classes addressing the myriad creative areas are only available to majors. Students are coming to school with creative hobbies but don’t have a formal way of advancing their skill/knowledge.

So perhaps the role that arts organizations can fill in the future is responding to this need to hone one’s creative skills that schools are not able to provide. In the best situation, arts organizations will be partnering with schools to provide the types of experiences students are looking for rather than competing or duplicating efforts.

I have talked about the Pro Am — professional amateur — trend in earlier entries. (Not surprisingly in relation to a piece Tepper wrote before.) People are investing a great deal of time in their interests these days and technology is making it easier for them to gain expertise. There was a time when this was not so and the learning curve for amateurs was so much greater.

It may not longer be the role of the arts organization to employ those who have acquired a high level of skill in their field to exhibit it to others, but rather to invite these Pro-Amateurs to become partners/participants/students in the creation of art. I have often wondered what the next phase for arts organizations is going to be. I don’t think the future would be too bad if this was the role arts organizations played. The scary part for existing arts organizations is figuring out what their organization is going to look like and making the transition.

**Apologies to regular readers for falling off my regular posting schedule. Engaging my constituents (look for posts next week) and problems logging in to my blog contributed to my delay**

New Metrics To Damn Ourselves With

I haven’t had a chance to read through the report WolfBrown put together for the Major University Presenters on Assessing the Intrinsic Impacts of a Live Performance but I did just finish listening to the audio recording of the presentation on the work that Alan Brown and Jennifer Novak did at the Arts Presenters conference.

What was most interesting to me about the study they did was their ambition in collecting information about audience experiences. They randomly surveyed people during the period between the time they arrived and the start of the show about their readiness to receive the performance they were about to see and then asked the same people to take home a survey and return it within 24 hours.

I hope to address the study in more detail in another entry. I wanted to address the comments one of respondents on the session panel had about the study. Artist agent and APAP Board President Lisa Booth had mixed feeling about the report. She was happy that there was a measure of success being developed that didn’t evaluate an artist on the number of bodies he/she attracted to the venue but rather on impacts in other areas.

On the other hand, she worried that some presenters might use the report to justify serving only a small group rather than the larger community. Providing experiences of high intrinsic value for 10 people is anti-ethical to most arts organization’s purpose.

And while she was glad that there was a new metric of success being developed that wasn’t based in dollars or butts in seats, she was also concerned that in the eagerness to justify the value of the arts in some quantifiable way, the arts community was trying to measure what can not be measured.

This last bit was very interesting to me because Lisa Booth seemed to recognize the inevitable if these measures became widely used. If foundations and governments start basing their funding on the intrinsic value a performance has for a community, arts organizations will probably try to measure everything imaginable to show all the levels on which a performance meets funding agendas. Just as the arts aren’t well served by showing economic impact, they probably will be equally ill-advised to create numeric values for changes in things like self-actualization, captivation, social comfort level and questions raised.

As it was at least one person in the room at this convention of presenters, agents and artists had nagging doubts about the value of art in today’s society. One of the questions submitted to the moderators on an index card that was read but left unanswered was “What is the value of these impacts in a world with global warming and war?” The fact that the moderator choose to read the question as he announced time was up rather than ignoring it entirely is an acknowledgment that questions about our priorities as a society are ever present.

There is no short simple answer for the question but I offer this- After September 11, 2001 people were saying there would be no more comedy or laughter ever again. When I heard that I knew with 100% certainty that it was wrong and that even with the destruction of the Twin Towers hovering in our consciousness, recovery would come sooner than people expected. I had been through enough tragedy and grave problems in my life that I knew people couldn’t exist in with the absence of artistic expression in some form. My current concern isn’t that the arts will disappear. It is that I have no idea what media/channel/form it will best express itself in the future.

Simple Gestures, Big Results

Knowing that my customer service skills can be lacking, I try to keep my eyes open for practices that answer customer needs well. One of the cardinal rules for relations with anyone, be it your boss, relatives, friends or patrons is to try to anticipate the needs of the other person.

Last week I came across an instance of what to do and wanted to share it with the readers. It is a small act, but it can make a big difference.

I have been emailing back and forth among two other alumni members of the Association of Performing Arts Presenters Emerging Leadership Institute about some activities we want new and alumni members to participate in as part of our attempt to enhance the value of attending the institute.

One person emailed the rest of us a draft letter addressed to the new and returning ELI members alerting them to conference sessions and social events where concerns members had would be addressed. The format was pretty simple with a listing of the event and the time. It looked fine and I replied to that effect mentioning that I would have to research one session a little more because the title made it look interesting.

The next email I received had a revision of the previous letter. This time each session listed had a full description of what the session was all about. What had impressed me was that she took a cue from my comment that I intended to research a session that sounded interesting to provide me the information herself. Obviously, she didn’t do it for me alone. If I was curious, others would be as well.

Actually, since I am praising her rather than criticizing, I don’t mind mentioning her by name- Laura Kendall, Assistant Director of Community Engagement and Learning at the Lied Center in Lincoln, NE. There, now maybe she will get a raise.

You would naturally expect someone with a title like hers to make that connection and act on it, but it is a rarer quality than you would think. It is easy to enter a mindset that the community you are engaging and educating is only your own and that you only need to do so within the context of programs planned in conjunction with performances.

And maybe she doesn’t pick up on the unspoken messages all the time either. However, I emailed her back last week praising her for recognizing that additional information would make a better letter. She said I made her day so I will bet she will be more conscious of these cues in the future regardless of how well she noticed them before.

Anticipating and answering needs people didn’t really know they had is what will help set an experience at an arts organization apart from other experiences. People are able to gain the information they want more and more easily these days. Global positioning directional units were one of the hottest selling items this Christmas season. But information sources like GPS units only provide what you ask for and not only is the information sometimes incorrect, it also lacks wisdom and discernment to advise well.

But this is only one example of good practices arts organizations should be embracing. Keeping alert for everyday occurrence that can adapted and applied to become your standard procedures is the real point of this entry. Often it isn’t that you come across a new practice as you encounter something that makes you question if you are doing it well enough.

TOILETS SWIRLING DOWN A HOLE TO CHINA

I won’t get in to why I came across this website. Suffice to say, some people in the office got sick over the Thanksgiving holidays. The anti-diarrhea medicine maker, Imodium A-D had a fun little feature on their website I hadn’t expected to find– a way to locate public restrooms in the U.S.

They are careful to assure you that you won’t need the map while using their product, but it is always good to know where you find facilities while traveling. You don’t want to depend on the map because it isn’t comprehensive. Imodium grabs the information from a site called The Bathroom Diaries which allows people to rate restrooms across the world. People don’t tend to share those experiences as much as say, hotel stays.

It wouldn’t hurt if you were like the Portland (Oregon) Center for the Performing Arts and had people evaluate your restrooms and point out that there was a long bench that was handy as a changing room. Or perhaps you could write something yourself. In searching for a city that had an arts organization reviewed, I noticed that every Old Navy across the country was listed as “A great place to go” and every Starbucks included the observation that “The pleasant Starbucks barristas are cool. You should buy a drink but if you don’t, they won’t mind. Ask for a key if its locked.” Apparently these corporations thought mention of their restroom situation was important enough for their business to have someone place a duplicate entry for every one of their locations. (Or at least up to a point. None of the branches of either company in my city are listed.)

There are many websites out there at aggregate obscure data into interesting data that clever arts organizations can use to their benefit. For example, this site answers the question it asks “If you dig straight down, where will you end up?” Fortunately, I never completed that hole in my backyard. I just discovered I would have ended up in the ocean about 3000 miles southwest of Perth, AUS. instead of China. It turns out, the most direct route to Beijing is through Argentina.

This handy “hole through the world” map can be employed during shows like Shakespeare’s Much Ado About Nothing where a character begs to be sent on an errand to the Antipodes in order to avoid someone. It can be fun (and educational) to use the site to illustrate for audiences that if he had traveled to the literal antipodes of Messina (where the play is set) or London (where it was originally performed), he would have ended up in the ocean east of New Zealand.

Unfortunately, with two exceptions, there is no place in North America that corresponds with land at its antipodal point. It would be fun to point out the location opposite the theatre where the show was being performed. The antipodes of North America is the Indian Ocean. Only the State of Hawaii which corresponds to Botswana and a corner of Namibia and a point in the Alberta plains just north of Montana which corresponds to the French and Southern Antarctic Lands match up with any landmass.

Which isn’t to say it isn’t fun to learn that you can’t reach China by digging in your backyard. It can just be interesting to have a connection with a people and land opposite you. Maybe you can research the best public restrooms in their city! (Though they don’t flush in the opposite direction in the southern hemisphere.)

The real moral of this entry is that it can be useful to bookmark websites with goofy, but interesting information because you can never tell how it might be useful in creating a connection with your activities.

What Do You Expect?

A dance professor at my school is trying to revive a dance festival which has, for various reasons, not been produced the last four years. It is an invitational event that has included pieces from college, high school, community dance schools and professional companies. Essentially, groups have ten minutes to show off their best stuff and wow the audience.

As the professor was following up on the invitations, one of the group leaders told the professor he didn’t want to expose his students to our audiences whom he likened to football crowds. The professor was shaken so I followed up with the group leader to ascertain whether he was referring to all our audiences or just the audiences at this event and to discover if his comments were misinterpreted.

It turns out that they weren’t. He felt the audience, which is generally comprised of family and friends of the dancers, needed to be educated about how to behave. He admitted he didn’t know how that might be accomplished as lecturing folks before a performance on decorum would probably make people resentful.

I don’t know the history of dance enough to know if formal performances (as opposed to dancing at festivals and balls where attendees participated) were once as boisterous affairs as theatre and classical music performances apparently were. If there is a trend away from passively sitting and watching, will enthusiastic reactions become the norm in the near to mid future?

Arguments for quiet can be compelling in situations where physical harm may result from distractions. I was speaking to a teacher of middle and high school students who said that it took her school five years of explaining why loud reactions might result in people getting hurt.

Others have pointed out the obvious solution. If you know the audience is going to be boisterous months in advance, you plan a program that won’t imperil the dancers. Since no group has much more than 10-15 minutes to perform, it isn’t as if they would run out of safe material.

The festival format is less structured than the typical dance performance so some degree of informality is to be expected. Not to mention that in an attempt to fill the house, the dancers are strongly encouraged to promote the show and sell tickets so the audience is going to be family and friends virtually by default.

More importantly, there is no guarantee that students of any performance discipline will always be plying their craft in front of refined audiences. Exposure to a “misbehaving” group can be a valuable one. The festival audience may be loud, but they are supportive. There is no guarantee that this will always be the case, either.

The comment about the festival audiences stirred up some emotions and discussion about audience expectations, both what performers should reasonably expect from them and what they may be expecting of their relationship with the performers. I have a feeling the conversations are going to continue for the next couple days as the discussion spreads among colleagues in an attempt to sort thoughts and feelings.

Bigger Source of Pain- Hamlet vs. Dentist

They have probably been advertising it for a long time now and I have been ignoring the content of the commercials but I just realized that Oral-B has been promoting one of their tooth brushes as having an on board computer.

My first thought was that the thing was going to report my brushing habits to my dentist. (Avaunt thee, traitorous dental implement!)

The truth is, no matter how high tech his practice becomes in its information collection and interpretation, my dentist won’t be terribly effective if he doesn’t have a good bedside, or in this case, spit sink side, manner. Sure he may have lots of patients. But dental visits are the cause for a lot of anxiety as it is. If his manner is a contributing factor to people delaying a return visit, he is failing the purpose of his profession. (Unless we are to believe Little Shop of Horrors)

I am sure you see where I am going with this. I can easily foresee that the use of RFID chips or something similar in the future will allow arts organizations to capture more data about audiences, especially those who walk up to a performance, than ever before. But performing regression analysis on the demographics attending each performance is only going to go so far in cultivating relationships with people.

It certainly isn’t going to tell you a person is on crutches and should be diverted to another door before they arrive at the main entrance so they don’t have to hobble all the way back. A well trained house staff will tell you these things after they have attended to the patron’s needs.

Dentists have a much higher barrier of entry to overcome than arts organizations do. (Though some people have a better sense of what to expect at the dentist.) There is no reason not to aspire to providing the same level of reassurance and comfort that a dentist office needs to extend to make their customers comfortable.

Truth Inside a Sumo Dohyo

I am beginning to worry that people are losing a sense of curiosity and are becoming more risk averse about things with which they are not completely familiar.

I went to see a sumo tournament yesterday and really loved it. The matches progressed surprisingly quickly for all the ritual involved (40 men in single elimination in under three hours, including intermission, and two trophy presentations.) The sense of theatre was appealing to me as well. There was none of the outrageous boasting you find in professional televised wrestling. Except for one man, there wasn’t much flexing and scowling.

Most of the intimidation was accomplished by steely glares, little gestures when slapping oneself and the amount of salt thrown into the ring. None of this was too subtle for the audience which ooohed, aaahed and applauded in approval at the gestures. It is rather amusing to conclude a wrestler did not make good on his boastful salt tossing when he is quickly ejected from the ring.

My concern about the degradation of curiosity was based on the low attendance at both days of the tournament. Even though I wasn’t involved in the effort at all, true to my background, I worried about how much money the businessman who spearheaded the effort might have been losing. They attributed the low attendance to the fact that there were no men from the state wrestling. I will say that despite the fact there are a lot of Japanese here, they only comprised about half the audience with Caucasians, Polynesians, Filipinos and some Mongolians (a number of the wrestlers were Mongolian) making up the rest.

Even though I often grumble that people are more interested in sports than the arts, I was rather dismayed by the attendance. Posters for the tournament went up 6 months ago. I was actually relieved to find out the contest was in June because our performance schedule was so busy back then. Three months ago a local man who had attained the pinnacle rank of Yokozuna returned to promote the event and has been talking it up all over the place.

Of course, last week there were all sorts of stories in the media about the event. I was excited to be attending and read up about the sport on the event website which included a short introductory video. The result was that I actually spent more on tickets than I had intended because I wanted to be closer to the action.

As you might imagine the real source of my dismay isn’t my empathy for the event producers. It is that attendance was so low despite all the media promotion, the personal support of a man who is viewed locally as a hero and the readily available background information that has some bad implications for my programming which isn’t backed with the resources to provide all that.

Part of my surprise is derived from the fact that sumo has had no place in my life. Though it isn’t as big as soccer, baseball and football, there are a few clubs in the state. I would have expected a more general familiarity to pose less of a barrier to attendance.

It has been about 13 years since the last tournament was here, but with the Yokozuna making a lot of public appearances, I would have expected a buzz of people reminiscing about attending or missing out the last time. Perhaps what I saw this weekend was the best of what the local environment can generate. Perhaps even fewer would have attended had the event happened on the East Coast.

I being to see why some organizations are casting local celebrities in shows. Even though most people wouldn’t have personally known a local sumo competitor, the fact that one shared common experiences and knowledge with a wrestler can be enough motivation to participate in an unfamiliar experience. All it takes is a handful of other people who have also never met the local person either sitting near you clapping and shouting his name to validate the experience as an enjoyable one. This is another example of why word of mouth is so powerful.

If this represents a growing trend it means that programming will not only need to be relevant to the interests and lives of my local audience, but also may need to have a more direct association with which they can identify. Over the next year I have three shows possessing local connections to varying degrees. I will have to observe them closely to see if interest increases as the less apparently connections are revealed.

Are We Not Men?

A couple entries in the recent past on Donor Power Blog about interaction with one’s constituents caught my eye.

The first, Do Your Donors Think You’re Indifferent, links to Customers Are Always blog which notes a recent study found that perceived indifference by a company causes far more people to sever their relationship with a company than cost and quality issues.

Donor Power points out that indifference is in the eye of the beholder. “It’s important to note here that indifference only be perceived. People cannot know other people’s motives; they can only deduce them from the actions they see. So you can care passionately and still be perceived as indifferent.”

It was hard for the second entry titled, How to position yourself as human, not to catch my eye. Especially since the first sentence was “What are you doing to persuade your donors that you aren’t human?”

The entry links to another blog, What’s Your Brand Mantra. Like Jeff Brooks at Donor Power, I too focused in on the point about writing to appeal to your audience rather than using language which only has relevance to insiders and alienates or confounds your target audiences.

This is a point I have made in the past about press releases and marketing material. But I figure now that organizations are gearing up to announce their new seasons in the next few months, the concept bears repeating.

Food for I

I didn’t come across anything today that would inspire me to write a lengthy entry. But thanks to Tyler Green at Modern Art Notes, I learned that the Museum of Contemporary Art San Diego has created a very cool and fun website to introduce their free admission policy for people under 25 made possible by underwriting by QUALCOMM.

I had a lot of fun playing with the website. Makes me wish I lived in San Diego. I also wish I was still 25, but that is for myriad other reasons besides free admission.

Perils of Live Performance

I have written about increasing the interactivity of performances at least twice before. While increasing interactivity is something that may be key to the continued survival of the performing arts, involving the audience more integrally in a show isn’t necessarily going to always be constructive and enjoyable.

Via Artsjournal.com comes the story of an incident that occurred while Mike Daisey was performing his one person show at American Repertory Theatre. The show had hardly begun when 86 people stood and exited the theatre with one man going up on stage and dumping water on Daisey’s outline for the performance. The whole thing was captured on tape. Daisey includes the video on his blog where he explains what happened.

What is so compelling about the video is that because the show is extemporaneous and has no set script, Daisey goes with the moment and gets up and asks why they are leaving. He mentions that he can regulate his language if that is what offends them and invites them to return so they can have a conversation. The only response he gets is one person saying they are Christian.

After the group has departed, Daisey engages in a conversation with the audience about what has happened and how the destruction of his outline, which he makes small alterations to everyday, means that he will have to spend the next day reconstructing his show.

According to his most recent blog entry he actually got in contact with the group and the man who destroyed his notes. His discussion of his interaction with the man shows sensitivity and empathy in a situation where anger and derision for those who offered insult might be expected. (Though on the night of the show he was quite angry and called those who were departing cowards.)

The quality of the writing and insight he offers is what I have envisioned when I suggested artists keep blogs about the creative process for audiences to access. It is just too bad an incident like this has to be the impetus of it.

Which is not to say that his other entries on the American Repertory Theatre blog don’t have value, he does a great job addressing why his extemporaneous performances may appear to be memorized for example. The entries and video on the walk out are just great examples of what the performance experience can be for artist and audience and superb lessons to artists about how to deal with people who are angered by your work in a constructive, non-dismissive manner.

You Must Be This Tall To Clap

As I noted earlier, my involvement in Take A Friend to The Orchestra Month this year took little effort on my part since the Symphony came to me. For the first time in a long while, the Symphony came to perform a school outreach on my stage. Many of the musicians commented on that fact and hoped they would be returning for future events.

The program certainly had a greater reach than anyone anticipated as mothers showed up with infants in hand while accompanying the older siblings. We had ten strollers parked in the lobby during the first concert. Four people used our stage as a diaper changing area prior to the performance which left us concerned some of the babies would roll off.

I didn’t get to watch the whole thing, but the concert started with a short sample of John Williams’ “Theme from Superman and the ended with the full work.

What really stuck out from the whole experience was the audience’s reaction to the second piece they performed. Because they were trying to demonstrate varying tempo, they performed Grieg’s “In the Hall of the Mountain King.”

Before the piece was over the entire audience was clapping along in time with the music. I am guessing this isn’t a common response from the way the conductor commented on how the audience had really gotten into the piece. The symphony had sent CDs of the program to the schools in advance so they could prepare so the students could have been introduced to the idea of clapping along in the classroom. Though honestly, if you listen to the music, it doesn’t take much impetus to get you clapping.

Some of the volunteer ushers the symphony brought along commented how great it was that the kids enjoyed the music so much that they were getting involved with it.

I couldn’t help but wonder how old the kids would have to be before that sort of behavior was no longer tolerated from them. There is already a debate about aplause between movements, clapping during the performance would certainly be sacrilege. Certainly, social conventions require that you stifle such impulses to allow other people the opportunity to listen to the music.

On the other hand, symphonies often talk about how composers were the bad boy rock stars of their day so I suspect that people might have had a less restrained reaction to the music than they do these days. I came across a reference to children following Grieg around the streets of Bergen whistling tunes from his Peer Gynt Suites. If you followed the “In the Hall of the Mountain King”link earlier (or right here) you will see that the popular appeal of Grieg’s music lives on today. (Though in some cases, it seems to be a mutant life form.)

Insert Your Discipline Here

As I was re-reading the Knight Foundation Magic of Music report last week as part of my entry and comments on Bill Harris’ Facilitated Systems blog, I realized there were a few topics I wanted to address.

Back in November, my entry on the report essentially deferred to my assumption that Drew McManus could provide greater insight than I could on the subject. As I expected, he wrote two entries with some great analysis.

However, it is a long report with plenty to comment on. One part of the report that seemed pertinent to the arts world in general was the “Lessons Learned” section on pages 49-50. The problems facing the orchestra world seemed to be the same faced by all the arts disciplines. In some cases the problem may not be as extreme for other disciplines as it is for orchestras, but is still something that bears scrutiny and effort for improvement.

Though summarizing a summary doesn’t do much justice to the material, I wanted to cite the lessons here in the hopes that arts leaders will be inspired to tackle some of the issues in upcoming seasons and set things in motion now with staff before summer vacation dilutes ambition.

As I said, replace “orchestra” with your discipline and see if it doesn’t ring true even a little bit.

1) The problems of orchestras stem not from the music they play but from the delivery systems they employ.

For orchestras the problem lies in the fact many people enjoy listening to classical music but don’t see any attraction at the concert hall. Part of the problem for all disciplines might be, as Andrew Taylor suggested awhile back, that audiences are less interested in being relegated to a passive role.

2 The mission of an orchestra needs to be clear, focused and achievable. An orchestra can no longer afford to promise all things to all people. A mission
statement that promises a world-class touring and recording ensemble,
extensive local outreach, broad public-school education,…may be promising far more that it can deliver and end up doing many things badly.

3 Orchestras that are not relevant to their communities are increasingly endangered. …The more orchestras peel off 3 to 4 percent of an economically elite, racially segregated fraction of the community, the less they contribute to the vital life of a community.

4 Transformational change in orchestras is dependent on the joint efforts of all members of the orchestra family – music director, musicians, administration, and volunteer leadership and trustees.

This last one seems to echo a sentiment on Donor Power blog-“Marketing-No Longer a Department” Where the point is that everyone involved needs to be part of creating the story about the organization that is appealing to the patron and donor and not assign those functions specifically to a department. (And those departments can’t reserve those functions for their exclusive use.)

5 No single magic bullet will address the many serious problems that orchestras face.

Says it all. (Though the report says more if you are of a mind to read it!)

The next three were pretty fascinating. The implications of Nos. 6 & 7 may cause you to reconsider assumptions you hold about the effectiveness of similar programs you offer.

6 Free programming and outreach do not turn people into ticket buyers. If the Knight program dispelled one myth, it was the long-held axiom that the way to develop new ticket buyers was to give them free tickets or programming. Free and subsidized outreach can be valuable for its own sake and is part of an orchestra’s service to its community. But it is not a technique to market expensive tickets. Similarly, new audiences can be attracted to orchestra programs using various methods. Yet there is little evidence to suggest that significant numbers of them can be retained without more sustained followup strategies.

7 Traditional audience education efforts, designed to serve the uninitiated, are often used primarily by those who are most knowledgeable and most involved with orchestras.
Over and over again, Magic of Music orchestras chose to abandon programs designed to attract new audiences because it was the subscribers who took advantage of them.

8 There is a lot of evidence that participatory music programs – including instrumental lessons and choral programs – are correlated with later attendance and ticket buying at orchestral concerts. Traditional exposure programs, such as orchestras’ concert hall offerings for children, seem to have little longlasting effect on later behavior.

The meaning of the statistics cited to back this up in a earlier part of the report was the crux behind the questions I posed Bill Harris. I don’t believe anyone I have spoken/written with on this point felt that experiential education was going to guarantee increased attendance down the road. My feeling is that this does support the idea that we should have music/dance/theatre in the schools because it makes people more positively disposed toward the arts later in life.

I wouldn’t be surprised if this finding meshed exactly with education studies that conclude things learned through experiences are more strongly retained than things learned through more passive methods like pure lecture.

Lastly,

9 Orchestras need to do more research on those who do not attend their concerts. Despite extensive research conducted on audiences and people who have been audience members, orchestras do very little research on nonattenders…

Some logic behind this. You need to not only know why people are attending but why others are not. The report openly admits that this is a costly proposition and really only viable with resources like those possessed by large institutions and foundations.

Listening To Your Voices

It is always a good idea to periodically review how your front line points of contact are interacting with your patrons. Even if you think those supervising these people are on the same page as you, you may find that it is not the case. I know that some people call their own organizations and use an assumed identity to assess how patrons are being treated. Many times you can just walk in the room and keep an ear open, of course.

I bring this topic up because I came across a situation which dismayed me a little. For some reason we have been receiving many negative comments about our $2 handling fee lately. It is the only fee we assess in addition to the face value of the ticket. Some people have outright taken the ignorance is bliss approach and encouraged me to add it to the ticket price so it is invisible to them.

I have considered doing so except that next year I hope to become integrated into a centralized ticketing system which has a mandatory $2 handling fee. It would be even worse public relations to eliminate it for a season and then appear to be re-instituting it.

A number of people have accused the clerks of not informing them about the fee. The ticket office manager urged all the clerks to remember to inform people of the fee.

I was listening in recently and realized that the new approach the clerks were taking was actually encouraging people not to buy tickets. While I don’t encourage a hard sell approach of doing anything you can to keep someone on the phone until they buy something, I do expect that if someone calls with the intent of committing to attending a performance, our employees aren’t waving them off.

The first thing they were telling people was that if they bought tickets, they would be charged a handling fee. Most callers said they would call back or come the night of the show without buying. When I pointed out that the approach they were using was giving people the message that they shouldn’t buy, I was told that they wanted to make sure people knew about the handling fee. There was some sense in their response that it was unethical to wait until later in the transaction.

I told them there was nothing unethical about the standard procedure where they told people the price, cited the handling fee and then gave the total with the handling fee. (I suspected they may have departing from it a little which may have been the source of complaints.) I told them I had no problem with them going through the procedure before they took a person’s credit card number. The existence of the handling fee is a regular point of information just like the recitation of the no returns/exchanges and no recording devices policy and didn’t need special attention called to it prior to even finding out how many tickets a person wanted.

I was pretty amazed to then be subjected to rolling eyes and sighs of frustration as if I were asking them to hide a charge that appears in either 10 or 12 point type and no later than third on our list of policies in our brochure and web pages. As no one said they were going to refuse, I let the sighing go.

I have been keeping my ears open since then and as best I can tell everyone is generally keeping to the general procedure. Advanced ticket sales have increased. Though that may have more to do with the appeal of the upcoming artists than a less alarming approach to the existence of our handling fee.

We will see how things go as the rest of the season runs. At some point I think I will bring up the topic again and ask people if they feel more comfortable using the standard procedure. First I will listen a little closer to see if they are using the standard procedure or have strayed a little and also check if they sound comfortable and natural using it.

Canceled or Renewed Next Season?

My audience is starting to see the writing on the wall. From one of the surveys we received after a performance this weekend, it seemed a patron looked around at the low attendance and started worrying. On the survey she wrote that if we brought the group back again along with a number of other prominent companies in the field, word of mouth would fill the seats.

The thing is, attendance to shows in that performing field have been dropping recently. One of the colleagues with whom I block book dropped out of this company’s tour because she is seeing lower attendance for these events. The irony is that the attendance that my patron thought was so low is actually what I expected. By reducing the number of these events I do each year I jacked attendance up from abysmal to low. I still lost a huge amount of money, but not as much as I would have had I presented more events from this genre.

Alas, name recognition and word of mouth doesn’t seem to do it any more for this field. We had a rude awakening last year when a group headed by a charismatic and fairly famous leader which had always attracted substantial crowds drew a minuscule audience.

It had been about 4 years since last they visited and neither the quality of their work or source of the leader’s fame had diminished. In fact, just last weekend a man approached me and said they had seen the group last year and was the group we were bringing in this week nearly as good. The company set a standard by which those who follow are judged. People eagerly flocked to workshops and master classes the company conducted last year.

Their wider appeal, and I fear that of their chosen genre, has apparently waned.

What was interesting about the survey form was that this is the first time in my experience an audience member has expressed concern that low attendance might mean the absence of a favored art form from future seasons. People have feared a venue will shut down due to low attendance, but never worried about the exclusion of a genre. I’m sure people are aware that it is a consequence. Television shows are canceled all the time because of lack of interest.

I am wondering if it might be beneficial to recruit her in the future to spread the word about events. By which I mean, I wonder how large her specific social circle is. I have had modest success in using word of mouth for ethnic events, but haven’t identified as good networks for performances that don’t have a specific ethnic appeal. I wonder if concern that an area of interest would disappear from programming provides a motivation similar to that of a person wishing to promote an event representing his/her ethnicity.

This raises an interesting question. Do you tell people that you are considering cutting back or eliminating a programming area? If you do it poorly it will come across as manipulative. Especially if you make an announcement from stage that because there are only 250 people in the audience, next year Shakespeare will cease to appear on your stage. Even if you find a way not to sound manipulative, there is a temptation to use such pronouncements to cause panic and fill the seats.

On the other hand, administrators often get up in front of their audience and get articles placed in the newspaper that tell the community without their help, the performance space will close. Surely you are asking much less of people if you tell them that you know they love Shakespeare, you love performing Shakespeare but without more interest, you can’t justify doing Shakespeare. You are willing to provide posters, brochures, talking points, photos, etc to the Shakespeare supporters if they would mention it to their friends and talk about how the Bard’s work isn’t as intimidating as it might first appear.

Yes, this is exactly what social networking sites like Myspace.com make it easy to do already. Most of your audience probably isn’t on Myspace and don’t quite realize the power of a quick email referral. On the positive side, once you mobilize them they will probably make more impassioned pleas for their friends to attend than “Zomg! This show rox! See it!”

How I Learned to Stop Worrying and Love MySpace (Maybe)

In an attempt to give students a reason to disseminate the information on and existence of the Myspace page I created over Christmas break, I added student events that we don’t normally promote to our event listings. I figured asking the students to tell people about our events might meet with resistance, but providing information they would want to let their friends know about might help increase awareness about our site. So I added the student created events and then posted notes around the building letting them know about our site and the opportunity to forward event info to their friends.

A little aside here a moment. When I was attending an early morning roundtable at the APAP conference I mentioned that I had been reluctant to have a presence on Myspace due to the material I saw there. I added that recently artists and other arts organizations had been appearing on Myspace and that since the neighborhood seemed to be undergoing some gentrification, I decided to stick my toe in.

Someone at the table likened my reluctance to not wanting to get a cell phone because I was turned off by hearing people cursing on the phone and suggested I really needed to be more open minded about new technologies.

I disagree with his analogy since a cell phone like televisions, radios and computers all provide you with a mechanism to control what information you see and hear. While I take his point, I also maintain that it is not necessary to jump on every new trend and some trends are simply not appropriate for everyone.

You can imagine then that I emitted a groan when the first friend request we received after I let the students know about our site was from “Raunchy Asian Woman # 4.” My worst fears about the grade of clientele frequenting our site looked to be playing out.

On further investigation I recognized the person behind the site and realized the screen name was more bluster than substance. Since she and those like her are the type of people I am hoping to attract more of, I just have to take a few deep breaths, try to relax and shift my way of thinking when it comes to our Myspace presence.

Can It Happen Everywhere?

As I was perusing Artsjournal.com on Tuesday, I came across a link to an OpinionJournal.com article covering the Knight Foundation’s final report on their Magic of Music Initiative.

I have read earlier installations of this initiative and did an entry on Penelope McPhee’s remarks at an initiative retreat in 2002. What got me to read the final report sooner than later was a section of the news article that said that the final report concluded:

Free events drew crowds, but attendees did not later shell out money for tickets. Nor did the bountiful numbers who attended off-site concerts later patronize the box office. Outreach programs to new audiences also failed to get people to buy tickets.

What I wanted to know was is it the free events, off-site programs and outreach programs that don’t work or is it that people weren’t interested in buying tickets to the symphony but might do so for theatre or dance.

Long story short, the report doesn’t really say because none of those surveyed were asked questions which might reveal if different attitudes toward dance and theatre might exist. I suspect, however, that it might be that people don’t like the symphony. The study reports that large numbers of people regularly listened to classical music, but “did not consider the concert hall the preferred place to listen to it. The automobile was the single most frequently used venue for classical music, followed by the home.”

Absent a similar study for theatre and dance, it is difficult to say that it is the concert hall environment and not the prospect of having to pay that is the barrier to attendance.

One thing I did see as encouraging was the finding that “…only 6 percent of those interested in classical music considered themselves very knowledgeable about it, while more than half described themselves as “not very knowledgeable.” Still, it gave them enjoyment.”

I don’t quite know how to constructively exploit this attitude yet, but I find it heartening that people aren’t reluctant to experience something they don’t completely understand. They may not feel confident or even interested in going to see a performance at a concert hall, but people are actively choosing to listen in their cars and homes despite a perceived unknowable quality.

The road to converting people to paying attendees might run through paid performances in a different setting or context preceded by marketing with a message to visit our website or come talk to our trained volunteer staff who will help make you feel competent in a low intimidation environment. And I say this in connection with all arts disciplines, not just classical music.

There is huge amount of interesting stuff in this report. I am not going to go in depth with a discussion because Drew McManus has mentioned he was going to talk about it and I daresay he will do a better job of it than I would. I am sure he will touch upon how the near impossibility of getting the musical directors involved essentially hobbled the initiative right from the start. (But if he doesn’t, now you know a little about it and should read the final report.)

In the interests of getting people to take a look at the final report, I will say that the process the Knight Foundation went through to initially solicit proposals and the mistakes they realized they made in the timing and format of their RFP is fascinating. I also have only touched upon about 1/10th of their findings and mentioned nearly nothing about the successful and interesting things some orchestras did.

Yeah, the report is about 50 pages long (with lots of large pictures) but there is much to ponder. You may not feel you have time, but commit to reading 5 pages of text a day and you will be done in a week or so.

There’s A Rat In The Audience (And It’s Not the Critic)

A recent article in the Chronicle of Higher Ed (subscription required) may have implications for arts organizations if some lawsuits and other efforts are successful.

Colleges across the country are being faced with students demanding that they be allowed to bring cats, dogs, snakes, rats, ferrets and tarantulas into dorm rooms and classrooms with the idea that they are service animals. Rather than claiming a physical disability, they are saying the animals provide “psychiatric service.” (I wonder though if claiming an animal that causes anxeity in everyone around you can be considered a comfort aide.)

A few students who have had their requests denied have filed suits under the Americans with Disabilities Act. The ADA “defines a service animal as ‘any guide dog, signal dog, or other animal individually trained to do work or perform tasks for an individual with a disability.'”

Some animals are trained to provide comfort and direction to people with agoraphobia and schizophrenia by their very nature and presence. As such, they serve a passive role so it can be argued that the ADA encompasses animals that don’t do specific tasks. Some groups are doing just that asking the Department of Justice to revise regulations to include such activities.

For the most part, courts have ruled with the idea that an animal must provide active service. There is at least one court that has ruled that a person could keep a comfort animal despite the no-pets clause in a rental lease.

The idea of needing animals to help one cope with all situations is spreading. Apparently people have tried to board airplanes claiming goldfish as service animals. (At least they didn’t want to bring snakes on a plane!)

The instances of people needing comfort animals is not isolated either. Rutgers University “received five requests to accommodate a psychiatric-service animal in a single year – three cats, one dog, and a snake.”

This is just something of which to be aware. People may start to appear at your box office wanting to attend a show with an animal that helps them cope with being out in public or even the subject matter of the performance. And it may not be accompanied by a dog in a service cape.

Freedom In Central Park Revisited

Two years ago I did an entry on the fact not all tickets at the Delacorte Theatre in Central Park where the Public Theatre/New York Shakespeare Festival are free as was widely believed. There had always been preferential seating available for some amount, but the article I cited in that entry mentioned that the Public was going to more widely publicize the pay program in an effort to balance the books.

My initial assumption was that this would bump the first patron who wasn’t paying back quite a few rows. Last week Robert Morse made a comment on that entry (scroll to the bottom) correcting my assumption. It turns out that the theatre has their crowd control pretty well organized and alternate paid and unpaid patrons in the even and odd rows.

The biggest benefit for paying for your tickets is that you don’t have to wait in line. This can be quite a boon since according to the Public Theater’s website, people apparently get online at 10 am to pick up tickets starting at 1 pm for an 8 pm show. They have line monitors present who enforce the no cutting, no holding spaces, no scalping rules and generally keep things organized. Recognizing an opportunity, apparently there are some local restaurants that will deliver to the line since the theater staff will provide you with that information.

My thanks to Robert Morse for correcting the information I originally had. Upon revisiting my original search, I found clarifying information that hadn’t been available before.

Unholy Envy

WAAAAYYY Back in the beginning of this blog I posted about co-opting some tools used by religions to promote the arts. I am even more convinced now because many churches certainly are borrowing from the performing arts.

On Sundays we rent the theatre to a church that is far more like entertainment than what I attended in my youth. They typically have three services unless we have matinee. They have a sound system they bring in that is three times the size of the house system and tend to make us concerned for the children in the audience when they crank it up.

Once a month, they hold a special service that is so technically involved, two of my people have to act as stage manager and light board operator. Occasionally dancers join the usual group of musicians on stage.

Yesterday I had to cover front of house for the services because none of the other employees at the theatre could. The first two services of the day are mostly families, but the third service in the evening is exclusively teens and twenty-somethings. One thing I noticed that jibes with observations at performing arts events is that the younger people like to socialize a lot more than their elders.

After the first two services, everyone was gone in a half hour and that includes breaking down the coffee set up, the nursery rooms and tables allocated to literature that wouldn’t be used during the evening service. After the evening service there were about 150-200 people spread throughout the theatre, lobby and courtyard an hour and a half after the service finished.

Because the stage and sound equipment has to be broken down, there was no reason for me to chase anyone out. None of these people were the ones breaking things down though. There were about 30-40 other people doing that. And when the breakdown crew finished, they corralled everyone who was hanging around about of the building of their own accord.

I have spent the day trying to figure out how to tap into that energy. All these young people hanging out chatting for that long without any source of refreshment but a water fountain. Hardly any of them were talking about religious topics. And they had 30-40 people of the same age voluntarily and efficiently stowing equipment.

While the motivating factors that got the young people there in the first place differ from those that will attract them to arts events, the desired result is one that has eluded the arts world. These young people gathered because of reason they were enthusiastic about and they stayed to chat about myriad other things with people who shared their interest.

It can be pointed out, truly enough, that these people are only continuing to express enthusiasm engendered in them as children by their parents. Parents, schools, society no longer places value on the arts as they once did.

Also, while there is a certain immortality available in the arts, how can it compete with the promise of everlasting life, eh?

At the same time, many who were brought up without steady religious encouragement become converts or born again if they have strayed.

Makes me wonder if the arts folks aren’t evangelizing enough. Sure, we can’t offer divine forgiveness and eternal life to those down on their luck folks who look to such things to renew their spirits. But renewal of spirit can be found in sublime beauty, too. Instruction in the interpretation and comprehension of art is no harder to master than are the same skills in relation to holy texts.

Perhaps it is lack of will or understanding of that the tools we ply so easily in our craft are well suited for evangelism of art. Is it more difficult to invite people to a First Friday artwalk than it is to a Bible study? Does the rituals of preparing to perform require so much less discipline than readying oneself for a Sabbath meal? Do Chick tracts make a more convincing argument than a pamphlet most artists could put together?

I have mentioned in the past, as have other writers and bloggers, that the atmosphere and language at an arts event is not welcoming to the novice attendee. If there is anything to be borrowed from some of these churches it is the welcoming attitude and the language of compassion and acceptance.

Obviously, I am not trying to supplant religion in any way. After all, some of the best art is religious in nature. The type of connection people feel for their religion can’t be directly translated to the arts. It can’t be denied though that there is a visceral appeal to both, however different it may be.

Ads and press releases can only do so much to draw people in. After that it is often the direct connection you make to with another person simply and effectively sharing your enthusiasm that causes people to be favorable inclined toward a cause.

Speak well of the arts to someone everyday and share your tips on what is effective with another arts person.

Pledges for Your Pledges

I received a thank you letter for a donation I made that is something of a testament to just how important customer service is in the non-profit sector. I made a donation to a public radio station about 5,000 miles away from where I live. I like the music and while I don’t listen all the time, I do so enough that I feel obliged to help support the cost of the high speed internet stream I am using.

(By the way, I am willing to wager that my relationship with the station represents a strong possible future of radio listenership.)

Anyhow, I received a nice thank you letter and noticed that there were about 2 paragraphs thanking me, 4 telling me what my benefits would be and seven paragraphs making pledges to me.

The first pledge is prompt service by phone or email rendered personally to me by the person whose business card was inserted in my letter. The first thing I wondered was if the station was well enough organized to make transitions appear seamless as staff turned over. There are going to be some people who never call their rep and others who will establish a relationship with the staff member. A well-kept database will make donors love the station forever if donors feel important to whomever they speak.

The second and third pledges promise my contribution will be processed as quickly and accurately as possible and my thank you gifts will be sent out promptly.

The fourth pledge is that “All appeals for contributions will be honest and straightforward.” (I guess I have quoted and summarized to an extent that I need to cite WXPN as my source.)

The fifth pledge is to “raise funds in the most efficient way we can, assuring that as much of your contribution goes to supporting the music you love.”

These last two pledges are a real acknowledgment of the negative perceptions about fundraising that have emerged in recently years in reaction to outright scandals and stories of how funds have been used for purposes barely connected to the ones solicited.

The final pledge is to continue to bring me the music and programming I rely on them for. While general and vague, this pledge might be important to some people in light of the controversy at WDET this past year. They changed their format and angry donors threatened to sue saying they were solicited under false pretenses since the station knew they were going to change.

As I read over the letter, I wonder if my own acknowledgment letters need to do less thanking and citing of specific instances donations have helped and promise more fidelity and honesty. I don’t know that these latter issues are as important to donors in my community as they are in others. I do think that the the letter portends a possible change in what people will value in the organizations they give to. If nothing else, I will be keeping my eyes open for other signals.

Getting Soft In Your Head

Have you ever driven by a new store and seen people going in and out and wonder how you could have missed the hoopla that surrounds a Grand Opening? Well chances are the Grand Opening hasn’t happened yet and what you see is a soft opening.

A soft opening is an unannounced opening of a store that allows for the evaluation of operations in order to correct them before a highly publicized grand opening which might highly publicize said problems. It also helps an entire staff of new employees put their training into effect under less stressful circumstances.

If you have the patience to take part in the exercise as a customer, it can be rewarding. I got a free meal when a restaurant did a soft opening and there are tales of the lucky amusement park attendees who have been offered a chance to ride hot new rides before the offical opening date.

It occurred to me this weekend that the practice would be helpful for new performing arts facilities. On July 1st the new center at Bethel Woods opened with the New York Philharmonic. Most readers may be more familiar with the locale as the site of Woodstock after the folks in Woodstock, NY in Ulster County withdrew their permission for the 1969 performance. (That hasn’t kept you from cashing in on the name though has it, Woodstock :P)

Bethel Woods had a good opportunity to do a soft opening on June 21 when the Mid-Hudson Philharmonic played there to allow the pavillon and orchestra shell designers to make adjustments. They did have employees there for training in preparation for the opening that night. However, given that access to the site is by narrow winding roads (I am from that part of NY, I have driven to the grounds) and the fact that weeks of torrential rains have battered Sullivan County there were a lot of details that a soft opening could have brought to the fore. (As a guy who ran a few outdoor music festivals in a rural environment upon which it had rained before and during, I can speak with some authority. Boy, do they have my empathy!)

I know someone who worked the opening day and she was fairly critical of the disorganization that she saw. To be fair, some of it was going to happen even with the benefit of the soft opening. Short of implanting mind control chips in the concert goers, some of it will still be happening in 5 years. (And it was certainly more organized than Woodstock was!)

But there were a lot of avoidable problems that a soft opening would have certainly revealed and there were a lot of people who said they would never come back again as they left. That probably won’t impact the Ashlee Simpson concert on Sunday since there most likely isn’t a big audience overlap. You also can’t please everyone even under the best conditions. It just seems a shame to make such a poor first impression to such a large audience of people who, lets face it, tend to be influential.

Most of us won’t be involved with the opening of new facilities but those that are would do well to at least consider a soft opening. I will confess though that I did have a hand in the opening of a new facility. We didn’t have a soft opening and everything went very well.

But as I said, I was there.

Discerning Your Critics

Ron Spigelman left a comment about a remark made in a story I linked to in my last entry. I was going to respond in a comment of my own, but the more I thought, the more my thoughts were turning into an entry.

The remark he took exception to was made by an opera student performing for elementary school kids who said “Hopefully, by performing for children, it will be a learning experience and I can take that away to perform for discerning critics.”

When I first read the story, I thought it was an unfortunate thing to say because of what it implied about children and their ability to make judgements about opera. And it played into the sterotype (perhaps deserved) that opera people are snobs. Children are discerning. They just use different criteria than adults. (See telling an important story vs. tattling, 3rd para. last week entry.)

The remark also reminded me immediately of an episode of the Bravo channel’s Top Chef show. One episode the chefs were told that they were going to prepare food for some of the most discerning eaters around–kids at a Boys and Girls Club. (The host used essentially those terms which is why I immediately made the connection with the CNN article.) The chefs were split into two teams and told they would be preparing competing dishes using monkfish.

Monkfish is not the most attractive looking fish as you can see from the preceding link. The producers of the show played on that by bringing one out, showing the kids and telling them this was what they were about to eat. As you might imagine, there was a resounding “EWWWWWWWWWW.”

The chefs thought about what presentation might be most appealing to the children. One team came up with “monkey dogs,” pureed monkfish given hot dog shapes and the other turned the fish into nuggets. As I recall, one of the teams colored their applesauce purple to make it appealing to the kids.

What put one team over the top was that they went out and interacted with the kids while they were eating. Only one member of the other team did while his teammates hung back viewing the interaction as pandering to the kids. One of them even commented something to the effect that she wouldn’t do the monkfish interpretive dance.

I admit there might have been a little pandering and politicking for the votes they needed for the win on the part of the one team. But chatting with the kids also served to help them get past the fact they were eating an ugly looking fish. In the same manner, arts organizations can help patrons get past awkward situations via interactions that answer questions and allay concerns.

Heck, as much as I don’t know about opera, I would rather attend a performance than to be asked to pick out an appropriate wine for a meal. A restaurant with an empathetic and patient sommelier is gonna see a lot of me.

Arts opportunities for school kids isn’t just important because it may create a situation where 30 years down the road they may walk in our doors. Kids are willing to talk a whole lot more about what their experience and what they do and don’t understand than adults are. In 30 years they will not only be comfortable going to events, they will be comfortable asking questions about things they don’t understand–If someone talked to them when they were young and encouraged them to do so.

I don’t remember exactly who the group was, but I once had a touring childrens’ theatre company come through a place I worked that did a great job with the Q & A session after the show. Performers like these folks get the same questions every show they do: “How come he was so mean?,” “I liked the feathers on your costume,” “What’s Your Name?” “How old are you?” “How do you remember all those lines?”

I stepped in during the last performance they were doing and a 10-12 year old girl mentioned she liked that one of the characters showed signs of turning over a new leaf at the end of the show. The company could have thanked her for the comment and moved on. Instead, one of the actors asked her why it was important to her that he looked like he might change after all the terrible things he had done. The discussion between them started to move into the topics of redemption and forgiveness.

The play was about bullying so I can see why the message that bullies can change their behavior and their victims should be forgiving might be important. What really impressed me was that the girl was asked why that bit of the plot was important to her and that she was given the power to direct the dialogue and state her views on how the world should be rather than the actors coming out with a blanket statement that it is important to forgive and bullies should try to change.

Unfortunately, I didn’t realize why I was impressed by the interaction until afer they left so I never got a chance to ask if they always lead discussions in that manner or if it was a happy coincidence. I prefer to think it was planned, of course, and that they would have tackled whatever topic the girl felt was important.

Granted, it takes a skilled person to interact well with young people. While they are willing to discuss their views readily enough, getting them to do so without sounding condescending can be difficult. Just as the chefs had to find a way to prepare monkfish differently for kids than adults, artists have to figure out the best way to approach kids. Revising your approach doesn’t necessarily mean you are pandering or dumbing down your product. You can color applesauce purple and it isn’t any less nutritious and if you leave the cinnamon and sugar out, coloring it purple isn’t going to make it taste any better.

On the flip side, the questions kids and teenagers ask and the comments they make can provide insight into the general areas adults may have difficulty understanding but aren’t asking about.

What’s Your Story?

I read an interesting article from The New Yorker this weekend courtesy of Arts and Letters Daily. At the time it was only of personal interest to me, but as it banged around my brain I realized it obviously had an application to customer and personnel relations as well.

Malcolm Gladwell writes a review of Why? by Charles Tilly which “sets out to make sense of our reasons for giving reasons.” According to the book, much of what we say to others depends on our relationship with them and the intent behind our statement. Many times what harms our relationships with others is the use of formula responses rather than telling our story.

An example Gladwell uses is a child telling his mother that his brother has taken a toy. The mother uses the formula response “Don’t Be A Tattletale.” However, Gladwell points out, mom doesn’t hesitate to “tattle” to dad about their son’s behavior. Nor would she tell her husband not to tattle if he complained about someone at the office. If the son tells his story to a friend, it is accepted and indeed might strengthen his relationship with his friend in their continuing dislike of the evil brother.

Gladwell also cites an example Charles Tilly gives in relation to marriages.

The husband who uses a story to explain his unhappiness to his wife-“Ever since I got my new job, I feel like I’ve just been so busy that I haven’t had time for us”-is attempting to salvage the relationship. But when he wants out of the marriage, he’ll say, “It’s not you, it’s me.” He switches to a convention.

Like the mother who doesn’t deny that her son has been wronged but just wants to bring an end to the interaction, use of convention can erode a relationship with patrons and organization personnel. A box office clerk who tells a ticketholder that they can’t exchange or refund the ticket because “it is policy” is an example of harmful use of rote. Of course an expansive explanation might not be constructive either if your reason for the policy is “if we let you do it, everyone else will want to do it too.” Trying to elicit sympathy by explaining that your poor venue doesn’t have the resources to process both sales and exchanges for everyone will probably just result in a conspiratorial “don’t worry, I won’t tell anyone” or a plea to make a singular exception.

There probably isn’t a generally useful and constructive story to tell customers when refusing to exchange tickets. Tilly’s book points out though that you won’t use the same story or social convention with everyone. We all know the no refunds or exchanges rule isn’t absolute when it comes to long time subscribers or big donors and other people with whom we have established a relationship. In fact, when it comes to ticket refunds, it is the ticket holder, not the organization that is most often using stories to gain empathy from a shared experience– death in the family, mechanical failure or perhaps weather related complications.

The workplace offers even more opportunities for employing harmful conventions. Mantras of there being no budget for a project (often belied by senior people having things implemented), implication that you are a prole and aren’t smart enough to understand and use of buzzwords/phrases like “paradigm,” “synergy” and “work smarter, not harder” can have an alienating effect. These are pretty obvious examples so the challenge is to be aware of what subtler things are creeping into your everyday use.

Though it sounds like it, I am not specifically championing political correctness and being nicer to your audience members. There are plenty of other books and articles you can read on those subjects. In fact, if you read the article, you will note that telling your story can be far more manipulative than spouting stock phrases.

What I am attempting to be a proponent of, (along with using your story powers for good), is showing the sincere attempt to maintain/repair your relationships with your constituents. Practice open book management. Involve staff in decisions and in helping to create the organizational story. Instead of trying to get funding by mentioning how the arts improve math and science scores, find stories that illustrate this fact or other improvements to one’s life that the arts bring. Someone once told me “people don’t give money to organizations, they give money to people.” Yeah, its a rote convention, but it is applicable in this case because donors are more apt to give to people they trust and can believe will use their money well.

Until this moment I failed to make the connection, but a great example of the potency of stories can be found today on Adaptistration. Drew points out that there has been a lot of conversation on some of his recent entries well past the posting date. Two of the entries he cites (and an earlier one here with a long discussion that he didn’t) are all from his Take A Friend to the Orchestra series. I have been reading his blog for a long time and have never seen so many comments on entries, much less on such a concentration of entries as on the TAFTO ones. I really think this is simply because the entries told stories with which people could identify and then spurred discussion and debate. The conversations would have probably been longer if the entry appeared on a discussion board rather than a blog, the format of which is not terribly conducive to prolonged debate.

The third entry Drew cited today was not related to TAFTO but rather executive compensation. Normally, it might not be the topic of lengthy discussion except that it revisited the fairly well-known (among orchestra people and Adaptistration readers), long discussed topic of former Philadelphia Orchestra Executive Director Joe Kluger and his slightly controversial salary along with some contemplation of what his successor will/should be paid. Kluger’s resignation was announced a year ago. Yet, the story is apparently fresh and powerful in people’s minds and will provide a lens through which to view the Philadelphia Orchestra under the tenure of his replacement.