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Stuff To Ponder: Oh The Hats You Will Wear

April 24, 2012

by:

Joe Patti

The Non-Profit Quarterly had an article this week, “Why Every Nonprofit Has a New Job Title: Publisher.” It really resonated with the way I had been feeling lately. Back when I started in my arts career, I didn’t do so much writing as I do now. Sure, as the new guy I had to write press releases and brochure text, but that was on occasion and scheduled by the marketing calendar.

Now I am writing everyday. It isn’t just this blog. I am creating social media updates, ~~composing emails~~ , no make that designing emails given their highly graphic nature these days, writing press releases, brochure content, web site content, uploading images to other social media sites. Some of it is produced on a schedule, but more frequently it is produced spontaneously as events unfold so that the information is timely and fresh.

There are a lot of tools which make it much easier for people to connect with what we do from wherever on earth they may be. Servicing them is a lot harder than it used to be.

There seems to be something of a confluence of discussion around this topic lately. Thomas Cott circulated a series of posts about the media arts organizations use to communicate with this week. I was particularly interested to learn email is still more valuable than social media as a marketing tool. I reminisced a little reading Trevor O’Donnell’s recollection of the 80s as a simpler time for creating marketing materials.

Don’t believe John McWhorter’s claim in the New York Times that “in the proper sense, e-mail and texting are not writing at all.” Maybe he ain’t doing it right, because it certainly feels like I am investing as much time as required when I do it on behalf of my venue.

Even in an increasingly visual media environment, you have to be a skilled writer and do much more of it than in the past. The talent required now is bringing writing, video, images, music together to tell a compelling story. People who made movies may claim this is old hat for them, but this sort of production is no longer their sole province. Now people like you an I can participate in production in places where highly paid professionals once walked.

It is probably good for all of us to remember that last bit as we look askance at Pro-Ams encroaching on our performing and visual arts territory thinking they can produce and participate in our sphere as well as we can.

Truth is, we are probably doing the same thing in respect to graphic design, music and video making among other areas. We now have the confidence to experiment ourselves. We aren’t necessarily as good as the professionals we used to/might have had to pay for the same service, but we are satisfied we are making a good show of it.

(Apologies to Dr. Suess)

Arts in an Age of Technology, Audience Relations, Info You Can Use, Marketing/PR

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Art Ain’t Easy

April 23, 2012

by:

Joe Patti

Some members of the Student Media Art Collective (SMAC) we assembled had gotten an idea to create a mural on the construction wall by the college library. At one of the SMAC meetings, they had mentioned they were having a difficult time getting past all the administrative and bureaucratic hurdles. There was a plan to paint the mural at the end of March during the school Spring Break. When it didn’t emerge, I figured the hurdles got the best of the students.

However, I liked the idea and given that construction next to my building would cause a larger construction wall to encroach upon the courtyard in front of the theatre eliminating 1/3 of it for 18 months, I saw a pressing need to make the wall attractive. I broached the subject with the appropriate powers that be last week to lay the groundwork and smooth the road. I also spoke with a couple of the professors who were advocating for the library mural project to get their buy in. Everyone was pretty positive about the idea and the professors figured my involvement would help eliminate some of the barriers the students had faced this go round.

Happily, the students got the green light to do the library mural after all and worked throughout the past weekend to create it. The mural is fairly simple as you can see in the images below. However, it provides proof that the students can pull the project off within the parameters set by the various concerned parties. As much influence as I may or may not have, had they not done a good job it would have been that much more difficult to get a mural on the construction wall in front of my theatre.

I stood with to two of the visual arts professors who had been supportive of the work this morning and they were extremely pleased by so many aspects of the project. Just as I might be able to pick out various nuances in a performance, they were making observations about the execution of the piece that were not significant to me at all. (Like the way the black and white merged into each other at the bottom of the “H”.)

Amid all the gushing observations, they expressed pride in the students for pushing the project and their vision to competion despite all the obstacles. One of the group leaders wanted to give up a number of times. One professor pointed out that Christo had faced similar problems getting permission for his public art projects. Much of the professors’ pleasure probably derived from the fact that the impetus to execute the mural was generated entirely by the students rather than a class assignment. They were very happy to see students taking the initiative.

For me the mural represented an argument against those who claim there is little value for art in education. That mural required research, mathematical knowledge to execute in larger scale, politicking and advocacy, understanding the materials and media, artistic choices and team work. There was a lot of problem solving involved, which of course we all know is highly valued by employers these days.

In the middle of the project, one of the students commented that they didn’t realize how much work would be involved. The professor working with them chuckled and replied that he purposely never asked them if they realized how much work would be involved because he didn’t want to dissuade them.

This blog entry comes partially out of an email I sent out to the campus directing their attention to the decision making and problem solving required to bring the mural to fruition. This was partially to underscore the role of arts in the education process. I was also addressing the assumption that it was executed almost on the spur of the moment without much planning and preparation. It became apparent after speaking with a few of the people involved that concerns about a reckless execution was the basis for some of the impediments to authorization the students experienced.

Graduation is in a couple weeks and it is usually held in the library courtyard with the stage directly in front of where this wall is. This means the audience is facing the mural the whole time. I hope no one makes the decision to hide or cover it up. I think the sentiment expressed is perfect for a commencement.

Advocacy, Art(ist) Education, Leadership

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The Customer Is Sometimes Very Wrong

April 18, 2012

by:

Joe Patti

Earlier this month, Thomas Cott’s You’ve Cott Mail had some stories about dealing with divas. While there are a few divas I have had to deal with, I actually feel like I have encountered fewer abrasive personalities in the arts over the last few years than when I was younger. It may just be that I am more confident now than I was in the early part of my career and I have enough experience dealing with such people that I either 1) identify them immediately and avoid becoming involved in the first place or 2) identify them immediately and take preemptive action to diminish opportunities for conflict.

I have actually had the occasion to pull customers aside and tell them I won’t tolerate them treating my staff in a certain manner more recently than saying the same to an artist. Of course, as I mentioned, looking over a touring artist’s contract you can often prepare for potential problems months prior to their arrival. You really don’t know if an audience member/renter will cause a problem until the moment it occurs.

Which is not to say you can’t channel your inner boy scout and be prepared.

Cott cites a blog entry by Seth Godin who mentions that it is tougher for people to get away with being a jerk because technology allows us to both learn about problematic people more effectively and identify alternatives.

While this is true for the providers of services, this is also true for the consumers. Performers can find out about bad experiences others have had at different venues and either avoid them or take steps to ensure their needs are met.

But it is also true for our customers. We often don’t talk about using this side of technology. We celebrate the fact that technology allows us to offer better customer service by recording customer preferences, noting how we disappointed them in the past so we can do better in the future and rewarding them for their record of loyalty. This is as it should be. Our focus should absolutely be on providing better service.

However, we should also value the contributions of our staff, collaborators, partners, etc, to our success and make an effort to provide a positive work environment and experience. Corporations apparently need to spend billions paying bonuses to retain the top talent, it behooves us to spend a little time making notes and taking steps to retain valued employees.

The same technology that allows you to remember your customer’s preferences so that they don’t have to reiterate them at every interaction also allows you to note that they give your staff a hard time, press them with heavy demands when renting your facility due to their lack of preparation or frequently challenge their credit card charges.

Making notes allows you to address these issues in advance of the next encounter in an effort to improve your relationship and experience–and take appropriate action if the changes don’t emerge.

Obviously, most companies aren’t going to get into discussing negative experiences with their customers over the internet the way customers will about them. (Though you may be sorely tempted!!!) However, when I wrote a few of these examples, I had particular instances in mind. The situation with people challenging their credit card statement in a serial manner has actually happened. Being on a ticketing system which shares a database of names and addresses allows us to serve our customers without repeatedly asking them to wait while we enter their personal information and it also allows us to provide warnings to colleagues about who is habitually trying to get out of paying for their tickets at venues around town.

The problem with flagging people for negative interactions is that it can be abused to take revenge for petty slights. Which is one of the reasons few companies encourage these sort of notes in customer records. Not to mention the records might be subpenaed or hacked so you don’t want to write anything you wouldn’t say in public.

But for those egregious cases where people make your staff miserable, you owe it to everyone to keep proper records. Time makes memories fade and problems don’t seem as serious later on…until the person does something to remind you why you didn’t want them back. In non-profits there is a lot of staff turnover so good notes can help smooth transitions by maintaining a portion of the organizational memory.

Good notes can help you strengthen your relationships with the majority of your customers by identifying their needs and preferences, but also prevent you from letting the minority of your customers divert time and resources more constructively spent on the bulk of your customer base.

Arts in an Age of Technology, Audience Relations, Management Philosophy

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We’ve Discovered Creativity!

April 16, 2012

by:

Joe Patti

Creativity is getting A LOT of play lately. I have written on the subject at least six or seven times since the new year, including a discussion about the IBM study that found corporate executives value creativity over pretty much everything else. Thomas Cott features a cross section the subject in his You’ve Cott Mail today. There is the Creativity Post site which devotes itself pretty much entirely to the subject.

You’d almost think no one was aware of creativity until Richard Florida discovered it in 2005 launching a mad scramble to mine it.

Of course, it existed long before that..and we have proof! Maria Popova posted a videos of a talk John Cleese gave on Brain Pickings this weekend. At first I thought he just gave the talking in the last month, so timely did it sound. But he looked a lot younger than he did when I saw him a couple months ago. But you know, despite sounding so recent, he gave the talk in 1991.

Those of you who recognize Cleese’s name from Monty Python probably have no doubts about his credentials to talk about creativity. You may not know that Cleese also has a series of really good management videos, which come to think of it, I believe I first saw around 1991. He was the first to introduce me to the idea that good leadership means creating an environment which can effectively function in your absence, rather than requiring you to make every decision.

One of the things that Cleese says in the creativity video, which is borne out by research and recent writings on the subject, is that creativity is something you have to work at. He mentions that there was another member of the Monty Python troupe he felt had far more creative talent than he, but who would give up on an idea very quickly compared to Cleese because, in his view, there was a lot of discomfort associated with spending time working with a weak idea to make it stronger and more original.

Apparently research shows that people who are deemed more “creative” do spend more time playing with a problem trying to find a solution. These people learn to tolerate the discomfort of uncertainty rather than reaching for the easiest solution in order to gain the satisfaction of completion.

The need to be decisive runs counter to the process of creativity because creativity requires weighing many options. Earlier in the video Cleese talks about how it is easy to do small things that are urgent rather than taking the time to do big things which aren’t so urgent, like giving yourself the time and space to be creative. In the same manner, it is difficult in today’s work environment to escape the sense that you should be doing something (be it internal or external) long enough to stimulate creativity.

It has been suggested on Americans for the Arts Artsblog’s Private Sector Salons that the arts community has a lot to offer the private sector in terms of training in creativity.

My concern is that the arts community doesn’t really know how and why they are creative. There are things that we do that elicit creative thoughts like improvisation games, walks in the woods, etc., but we may not realize is that it isn’t the activities per se that make as creative as much as that they represent the carving out of time, space and environment separate from our daily lives in which we can be creative.

Teaching people to do improv games or telling them they should take long walks in the woods isn’t going to make them creative if they aren’t allowing their minds to leave their desks. If they don’t have the courage to embrace uncertainty, be wrong and appear indecisive, participation in playful activities won’t help. If arts groups are going to help private sector businesses become more creative, they need to be clear that the exercises they are teaching them are just tools to help them attain a creative mindset.

The activities are meaningless of themselves and interchangeable with many others that you may find convenient and enjoyable. Some are certainly more conducive to group interactions toward creativity than others, some may better suit the corporate culture, but no one activity is necessarily the key to magical creative synchronicity. You can be creative sitting at your desk if you have the discipline and courage to allow yourself to be.

The most interesting thing Cleese talks about is the importance of humor to solving problems. He notes that people may not feel humor is appropriate when addressing serious problems, but that it absolutely is. That is why I found it interesting. I would be afraid to interject humor into a serious discussion. Serious should not be confused with solemn he says. You can talk about serious matters of the day while laughing and it wouldn’t make the problems any less serious. Cleese seems to say that the use of humor can help mentally insulate you from the problem enough to arrive at creative solutions.

creativity, Leadership

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