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Founder or Flounder? Being An Employee Is Okay

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Hat tip to Jari-Pekka Raitamaa who tweeted an article about mistakes people make when considering founding a tech start up. It occurred to me that the same basic advice could be given to people thinking about founding an arts company of some sort.

The basic premise of article by Jolie O’Dell, Stop founding! 10 signs you’re ‘employee material’ is that many would be founders need to get some significant experience working in a company before they decide to start one. And even then, they may be better suited staying as an employee.

You’ve never tried a real job
[…]
If all you’ve tried so far is freelancing, consulting, or agency work, founding is a pretty big leap. You don’t know about how companies run from the inside, about different management styles. You might have trouble forming and functioning in teams.

Why this is bad for founders: Founding requires commitment and longevity. Regardless of your C-suite title, in day-to-day operations, you’re functioning as a team lead responsible for managing a small crew of professionals. Experience in management with a corporate safety net is a boon.

Along the same lines, if you have only worked as a performer or only done short term administrative work for an arts organization, you may not have the skills and endurance to lead a small group through the rough formative years of the company.

You’ve already failed at one or more startups
We fetishize failure in the startup community, and we especially fetishize failing quickly. But regardless of the lessons you learn or the network you build, failure is still a bad thing.

In and of itself, failure is the universe telling you that your idea wasn’t good enough.
And it’s got nothing to do with execution. It’s your idea. Twitter was really poorly executed at first. It succeeded. Ditto for Facebook and lots of other consumer software. Ditto for a lot of programming languages. You can have wiggle room in execution for a truly great idea.

Why this is bad for founders: A string of bad ideas is more than just “throwing [stuff] at a wall and seeing what sticks.” It might be a sign that you’re jumping in too deep, too quickly. Fail at a few side projects, if you must. But be cautious about rushing into a new venture with nothing but failure under your belt.

The bit about fetishizing failure and failing quickly and often caught my eye (so my emphasis) because non-profit arts organizations are often criticized for their conservative approach and unwillingness to take chances and flirt with failure. To some extent, it may be to your credit to have embarked on a new endeavor and failed.

Still it is easy to fail as a result of ill-informed and conceived choices. The article makes good points about making sure you have learned from your mistakes before proceeding.

You can’t design or code (Translate as “You Can’t Directly Contribute To The Product”)

Lean startup culture says you need three archetypes for a startup: a developer, a designer, and a hustler. Traditionally, the hustler does biz dev, sales, hiring, and management tasks.

But what does a hustler do at a founding-stage startup, really? It often turns into long hours for long hours’ sake, lots of meetings with few outcomes, and boatloads of cheerleading and enthusiasm for a business that’s generating no income and has few or no users.

If you can’t pinpoint your exact skill set — and if your skill set isn’t unique, valuable, and directly related to product creation — you might want to take an employee position at a later stage company.

Why this is bad for founders: Creating a minimum viable product is often Task Number One at a lean startup. Your salary shortens the runway for such a nascent company, and you can’t sell, aka “hustle,” against a product that doesn’t exist yet.

While it might have been good to trim this one down, the bit about the hustler putting in long hours for long hours sake and doing a lot of cheerleading struck a chord.

True, the crucial function in an arts organization ends up being fundraising. But I am pretty sure the time is coming soon if it hasn’t arrive yet, given the expectations created by Kickstarter and its ilk, where it will be difficult to raise any sort of funding without some sort of interesting product example.

I suspect people won’t be as willing to give based only on the idea of a promising group creating good art. Unless you are in a position to pitch in and produce from the get go, your presence may be a hindrance rather than a help.

Paul Allen and Bill Gates didn’t bring Steve Ballmer on to run the business side of Microsoft until five years after the company had been founded and provided its first piece of software.

The arts are already full of people working unnecessarily long hours, don’t add yourself to their number.

Which leads to the next point:

Your big idea is unoriginal

[…]
If the market is saturated with variations on your idea, back slowly away from your drawing board and wait for your next big idea.

Why this is bad for founders: With too many competitors come too many problems. You might not be able to wedge your way into a crowded marketplace. Or you might get suddenly squashed by a drawn-out patent or other IP lawsuit.

Along the same theory that people probably won’t give to groups without a demonstrable product, new funding for old ideas and methods of producing art is probably not long for this world either.

Again, along those lines…

You don’t know what you want

Why do you want to be a founder? This is brutally difficult territory and requires immense passion and Herculean dedication.

Scratch that: It requires Odyssean dedication. You’re on a quest with no end in sight. Every task seems impossible. There are new difficulties around every corner.

So why the heck would you want to do that?

If you don’t have a clear vision, if you’re only running on the heady fumes of startup mania, you will most certainly fail.

Why this is bad for founders: Enthusiasm only goes so far. Only a heart and mind obsessed with a specific mission will be able to sustain you through the hard times that await you.

Again, founding an organization out of simple rejection of the current choices isn’t enough. Your vision can’t be predicated on, “We will different from them and do it better.”

What does that look like in practical terms? It isn’t enough to say you will be nimble and more responsive to change, you have to have an idea of what practices and infrastructure you need to have in place to make it happen.

The other signs Jolie O’Dell lists that I haven’t expounded upon are pretty apparent or closely related to the points I have already made: “You’re young and/or inexperienced”; “You have no network”; “You get bored really quickly”; “You have no net worth”; “You’re the primary breadwinner of a multiperson household.”

I am not saying people shouldn’t found new organizations. It seems pretty clear we need new ideas and new methods. These are just some important things to consider before you undertake such an endeavor.

Trading Time For Tickets

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So here is a question which may seem obsolete in an age of internet and mobile apps: Who is more important, the customer at the window or the customer on the phone?

Even though you may not face this particular problem, the question is one about expectations.

The situation I recently faced arose because our local audiences tend to buy their tickets over the phone or in person from our ticket office rather than online, at outlets or the Ticketmaster 800 number.

A musical act has been doing their Christmas show here for a decade and generally packs the house. This year I had the bright idea to send out postcards to everyone who had ordered tickets in the past. The postcard told them to ignore all the public announcements of tickets going on sale Monday, they could order their tickets the Friday prior in recognition of their loyalty to the group.

That Friday we had a line out the door and the phone ringing off the hook. I had two people at the window and one in the backroom on the phones. So that people didn’t get frustrated by the lack of an answer, I was in another room answering the phone and taking number to call back since we only had so many terminals to sell tickets out of.

After a half hour, we cleared enough of the line at the window to move another person to phone orders and returned calls to everyone on the list within an hour.

The issue is that people on the phone generally had an expectation of parity with the people at the window. If someone left their number with me at 10:15, they expected to get their ticket order in before the person who got online at the window at 10:30 and certainly before the person who happened to get through to the person handling the phones.

The truth is, it is pretty difficult to treat everyone in a completely egalitarian manner. It is difficult to ask the next person in line at the window to wait while you call someone back who called 5 minutes before they got there.

At the same time, you don’t want to give precedence to everyone at the window just because they made the effort to drive in. Many people only have one car or can only make a call during their 15 minute break at work.

Back in the day when the Internet was new and landlines walked the earth, you could put people on hold, attend to the person at the window and then go to the phone and back to the window. I am not sure the people on the phone especially would have the patience for that these days.

I would like to hear about policies and practices people have implemented that made this process seem fairer to both staff and patrons.

But I also wanted to note that Seth Godin actually recently addressed this issue on his blog. (my emphasis)

It seems egalitarian, but it’s actually regressive, because it doesn’t take into account the fact that different people value their time differently. People with time to spare are far more likely to be rewarded.

Another example: Call the company that sells your favorite tech brand and ask for customer service. You’ll be on hold for one to sixty minutes. Why do they do this? They can obviously afford to answer the phone right away, can’t they?

Like the mom who waits for the sixth whine before responding to her kid, these companies are making sure that only people who really and truly need/want to talk to them actually get talked to. Everyone else hangs up long before that.

You can hear the CFO, “well, if we answered on the first ring, more people would call!”

Again, at first glance, this seems like a smart way to triage with limited resources. But once again, it misses the opportunity to treat different people differently. Shouldn’t the really great customer, or the person about to buy a ton of items get their call answered right away? The time tax is a bludgeon, a blunt instrument that can’t discriminate.

Godin straight out acknowledges that people with more free time will get advantages. I quoted some additional text from him to raise the point that most arts organizations aren’t in a position of having the resources to answer calls immediately, but can genuinely be struggling to cover the phones.

I wonder if his suggestion about treating different people differently might be even more valid for those who have fewer resources. It could allow them to prioritize and focus on who is served.

Instead of the preferential donor/subscriber hotline which reinforces the social stratification the arts are trying so hard to distance themselves from, the preference could be predicated, as Godin suggests, on providing service to society.

Putting literacy volunteers and Habitat for Humanity volunteers at the front of the line could certainly show an organizations commitment to serving and improving the community.

The Long Arc Of Artistic Growth

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A few weeks ago the directors of the local museum invited me to an after hours talk by an artist whose work was showing in one of the galleries. Apparently the artist had floated the idea of doing a powerpoint presentation, but ended up talking about her work while walking around the gallery.

I am glad she opted for that because listening to her talk about how her process has evolved while referencing the different pieces in the gallery was much more engaging. Once she was done, everyone went scurrying back to the walls to look at the pieces in the context of her commentary.

For the last few weeks I have been wondering if a performing artist could be as effective and engaging talking about their process. A visual artist has a bit of a benefit in this regard.

When the artist I saw speak noted that she got more comfortable with the idea that she didn’t have to include the limbs in great detail when she was really interested in a person’s head and torso, the evidence was right before you as she compared an early work to a later work.

When an actor or musician says they did something one way in the past and now they do it this way and demonstrates the differences, you never know, they could be lying. Also the way they depict their style of performance in the past is informed (and perhaps infected) with everything they have learned since. They can’t perfectly reproduce their past imperfections.

This dynamism is what makes live performance interesting so we certainly don’t want people trying to ossify their abilities. It just doesn’t have the verifiable elements that visual arts have.

Ultimately, primary qualification for successfully talking about your process is being skilled at talking about your process in an interesting way. The artist I saw could have been just as terminally boring without a powerpoint as with.

I was reading an article in Boston Magazine about the incredible lengths to which a musician was going in order to audition for a percussionist spot on the Boston Symphony Orchestra. Every night he was sending excerpts of his practice to Christopher Lamb, the principal percussionist of the New York Philharmonic. At one point Lamb responds,

“in the case of Ravel’s Boléro, a piece with a famously repetitive snare-drum part — “You’re too young, this is too fast for this old guy … relax, be more inviting.’”

After reading that, I wanted to know what did too young sound like, what does relaxing and more inviting sound like?

Would I, as a layman, actually be able to discern the difference or would I need to be a percussionist practicing 20 hours a day as this auditioner was, to even perceive the nuance?

What is the impact on the rest of the musicians if he is playing too young versus more relaxed, and does it have an impact on the enjoyment of the audience? Or is it just the other musicians who will really notice?

If there was a demonstrable difference between the week before and the week after he got the note, (versus comparing how he played when he was 15 versus today), it might be interesting to audiences to learn about “the change that landed me the job on the BSO.” (Well, he isn’t listed as a BSO musician, but you get the idea.)

In regard to theatre performances, they are often intentionally directed in opposition to previous productions so an actor could be equally brilliant at the same role in entirely different ways simply because the productions had different focuses. There can be both maturation of skill as well as an increased flexibility of approach that an actor can talk about.

All this got me wondering if artists conducting performance talks should move beyond talking about what they did to create the present work and talk about that evolution. The frustrations, mistakes and choices that had been made over time might help break down the perception of talent and inspiration being absolute things that are doled out to some and not to others.

People may be better able to identify and connect with artists who talk about a process of misses, self-criticism and evolution that parallels their own experience. Not to mention realizing that careers are not usually made on reality television shows.

Again it wouldn’t work for everyone. Some people won’t be skilled at keeping the conversation from crossing from self-examination and deprecation over to self-pity and recrimination, alienating their audience.

Anyone have examples of artist talks that they thought were done very well?

SoHo On Erie

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In the wake of Richard Florida’s advocacy for the creative class as harbingers of vitality in a city, a number of locales subscribed to the notation with mixed results.

Things aren’t as simple as providing fallow ground for artists, adding a little water and standing back to watch prosperity grow.

That said, I have been watching an effort in Cleveland’s Collinwood neighborhood with some interest. Maybe the long term plan is to spur gentrification and economic vitality, but right now it looks like they are looking to create an artist colony and inject some vitality into a neighborhood.

They adopted the most aggressive approach I have seen in getting artists there.

What initially caught my eye was their offer of assistance with transportation, hotels and meals to artists across the country to help them attend a Welcome to Collinwood weekend earlier this month.

When artists arrived, there were all sorts of tours and activities for them, including an opportunity to check out houses they could buy for $6500 and fix up.

“Our $6,500 house program is a perfect opportunity for artists who want to create their own live/work space and don’t mind putting a little rehab and TLC into their property. We select houses that are in moderate to good condition, houses where rehab costs will be relatively low, and then give artists 6 months to make any necessary repairs to the property. After those repairs are complete, you own the house outright.”

If you aren’t in to rehabbing a house, they will do it for you at a cost that is less than market price–with a $1500 allowance for appliances.

And it appears they may even give you some work to do via grants for community art projects.

I am not sure how many people attended the weekend and it is far to early to know if anything positive will develop since it only occurred a few weeks ago. Anyone who is interested can contact them to get involved.

Obviously I would like to see this succeed. There are Weed and Seed programs where they offer housing to police officers at low prices and mortgages in order to help stabilize communities. I have no idea whether Collinwood is a high crime area or not, I just draw the parallel in order to express a hope that the introduction of artists to communities is shown to contribute to a similar state.

It isn’t enough to feel secure in your community, pride and excitement are important as well.

Breaking Hearts Away From Broadway

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Broadway Producer Ken Davenport wonders why Broadway doesn’t do an American Idol type audition either having open auditions or putting casting directors on a bus to tour the country.

The basis for this suggestion is that it would get a lot of people engaged in the process–not only the people who auditioned, but all their friends and family as well. And they would remain engaged over a longer period of time, keeping the show present in their mind during the rehearsal period, leaving them primed to want to attend once it opened.

“You don’t think all those people that audition in the coming months will be more enthused about watching Season 13 when it rolls around? They’ll tune in to say, “Who beat me?” And they’ll be proud to tell their friends, “I auditioned for that.” By involving people in the process, they expand their audience.

[…]

Why doesn’t every Broadway show have open calls, allowing anyone and their brother, Equity or not, a chance at Broadway stardom? We did it for Godspell, and we had lines around the block (and collected emails). So many people said it was their dream just to be seen for a Broadway show, and they would never forget it, even if they went back to their day job the next morning. Sure it’s a cost, but you don’t think you’d make that back in press and tickets? And just imagine if you found a cast member from that casting net. Oh the articles!”

One of first thoughts was about all those experienced actors that have been honing their craft and hitting the pavement for years. Where does this leave them? What message does it send about the performing arts?

There is a long tradition of unknowns being “discovered” so I am not put off by the prospect of someone getting a lead role with little effort. It has been known to happen. Much the rest of the cast would probably be comprised of experienced people and the producers probably shouldn’t be looking for the lead parts like “You’re The One That I Want” did for the revival of Grease.

My biggest concern is that in an environment where people think orchestra musicians shouldn’t want to get paid for “having fun” performing, an American Idol type process for casting Broadway shows would send the message that just about anyone could circumvent the hard work involved with performance and just walk into a part.

Where most performers work to become suitable to be cast in a variety of roles and shows, the only thing you could say for sure about a person cast in this manner is that they are suited to play this character in the dynamics of this particular production.

Certainly, they might have the ability to do a credible job in many roles. My concern is that the general public would believe that success in this specific endeavor validated their ability to perform well in multiple roles. There is a big difference between what you need to bring to each role. But it will appear that anyone can be a performer after a few hours of competition and coaching.

Best situation would be if the process wasn’t televised because the meat of the casting and coaching process would be edited out leaving people with the wrong impression of the process. After watching someone get asked about the character choices they have made, why they reacted to another person in the manner they did and if they understood the time period in which the show was set, people would get the sense that there is work involved in preparing for a production.

As part of coaching, this makes for boring television. As the basis of biting criticism from a panel of judges, it might be very exciting, but it is rather far from the mind numbing reality of a real audition process. I am not sure anyone is well served in the long term by injecting that sort of unrealistic melodrama into an audition process.

But an untelevised national casting tour that mixed competitive drama with an emphasis on the fact that this was the exception rather than the rule to having a performance career could be productive.

The title of this entry comes from the old saying “There’s a broken heart for every light on Broadway.” I do agree with Davenport’s perception that people would be happy just to have the opportunity to try out for a Broadway show. That could be turned to a constructive end if an effort was made in conjunction with the auditions to encourage people to become more involved with their local performing arts organizations, reinforced the value of a liberal arts education and disseminated the idea that talented people didn’t/shouldn’t need to go to New York, Chicago or LA in order to work.

Of course, my agenda and that of television and Broadway producers probably don’t intersect in a lot of places.

Of Resumes and Job Applications

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I have only been at work for three months, but already they have me on a search committee. When we were meeting to talk about interview questions before human resources gave us the application packets, I took advantage of the opportunity of working with a new group of people to take a quick poll about a pet peeve of mine that I have referenced before– the resume objective statement.

Like me the other people on the committee found it really unhelpful, thought it often felt stilted and unnatural on an already heavily formalized document, were uninteresting, unhelpful to the process and took up too much room on a document that was supposed to be limited to one page.

And this was from people in a cross section of areas from graphic design, finance, athletics and accounting.

I have come to the conclusion that all those guides that tell you to include objective statements on your resume are doing so at the behest of big corporations who use software to screen applicants based on key phrases in the resume. I suspect there are a lot of employers that don’t find the format really enhances their impression of applicants.

In the arts, a little divergence from the standard suggested format can definitely be an asset.

A long time friend recently asked me to look at his resume and it occurred to me that like so many things that involve selling a product, service or idea, it is the story you tell about yourself that really matters.

Because what you will emphasize differs from employer to employer, I generally provide that narrative in my cover letter and leave my resume to provide the supporting details. Often those details need to be tweaked a bit, but the big variation in applications is in the cover letter based on the job requirements and information about the organization my research has turned up.

Still it is important that your resume be able to tell your story on a stand alone basis. A person should get an idea about what things ignite your passion while they determine how accomplished and suitable you are for the position based on your work history.

What sort of frustrates me as a person working in the arts is that the process I often need to follow suppresses the usefulness of 95% of the expressive tools available these days. You often have the option of submitting materials by email now, but the distribution to search and audition committees is generally by printed hard copies which eliminates the usefulness of links to videos and other materials.

From my own recent searches, I know that committee members will definitely check out blogs and webpages. I would see a surge in visits on Google Analytics and have a sense that I would get a call days, and sometimes weeks, before it was made. It is more difficult for a committee member to accurately type in the URL for a YouTube video.

Sure you can set up a webpage with appropriate links and direct people there. But it is much more organic to be able to cite a project and immediately provide a link to it.

It is also difficult to set up a custom website with an easy to enter URL for every job application you send out. You don’t want to apply to a Children’s Theatre and send them to a site that includes so many links to other types of projects that the employer gets the impression your passion really lies elsewhere.

I am vaguely aware that visual arts organizations make more direct use of digital portfolio review in hiring. I wondered if anyone in the performing arts was conducting their searches in a way that really took advantage of all the available technological opportunities.

Likewise, I wondered if anyone that had recently applied for a job had managed to leverage technology to their benefit as part of their initial application.

One option that just occurred to me would be to create a personal URL for each job search so that each employer only saw the materials you wanted them to see.

Embracing The Feedback Loop

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A few months back, Seattle based artist Clayton Weller, wrote a piece addressing what he feels is a self-limiting outlook held by many artists that theatre is dying and there is no money out there. He confesses to having embraced the same outlook until he worked for a start up company.

Now he advocates for every artist to work for a start up in order to adopt their more nimble outlook. (my emphasis)

When you say the word “business” to someone, especially an artist, they automatically assume you’re talking about something stuffy, rigid, uncompromising, and [insert horrible adjective].

You say “business” but they hear “bureaucracy.” THEY ARE NOT THE SAME THING!…

To eschew something because it can be done poorly, is a disservice to yourself, and might rival einsteins famous definition of insanity (look it up plebes!).

[…]

Talking directly to people, iterating ideas before execution, creating a feedback loop with measurable data; it all makes perfect sense.

By doing this you create a real connection with your customer (audience) and develop a product (art) people will not only tolerate, but will clamor for. In terms that an artist would use: your art becomes relevant.

That’s a big deal.

The average artist does NONE of these things. Not only that, they intentionally avoid them. They lock themselves away to pursue their secret “vision.” When they receive negative criticism, they blame their audience (customer). WHAT?!?

For me this addresses some age old debates about artists being more business minded and selling out vs. thinking you know what audiences/customers should like. (the most negative extremes of the spectrum)

Obviously, I like his point about not dismissing options because other people don’t do it well.

I think the complicating factor is the fear is that you too won’t do it well and the process will dominate your time and take you away from your creative work. Or worse, make you resent your creative work for making it necessary to become involved in the business side. For some it may not be a wholly irrational fear.

Still, I think regardless of your fears and regardless of your views about what constitutes selling out and remaining true to your art, the feedback loop Weller mentions is a useful process.

Failure and missteps are things you will face, especially when you are working in the arts. Proper feedback can help minimize this over time. If nothing else, the process can help you identify the proper people to solicit for feedback.

If you start a flow chart from the simple proposition that you want to support yourself with your art. You can ask, do people say nice things about my art? If the answer is yes but they don’t pay for it, you either need to find other people to get feedback from or figure out a different way to monetize your art from the people giving you feedback.

Likewise, if there are a lot of people who criticize your work, but still won’t buy it after you make the changes to the areas in which they say you fell short, then you may need to find other people to solicit feedback from.

Obviously it isn’t as completely clear cut as that. The problem may lie in your execution not being very good. My point is that you can’t depend entirely on your family and friends or trolls for feedback. It is necessary to identify people with the level of discernment you seek whose feedback you can trust and work from there.

You just need to recognize and own the potential implications of appealing to 1,000 versus 100,000. You can make a lot of money from those 1,000, but you need to be producing to a certain standard. Meeting the expectations of 1,000 can be just as burdensome as that of 100,000.

Info You Can Use: Flex Subscriptions And Your Subscriber Base

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I have been pondering whether we should start offering a “Choose Your Own” subscription series in future years. In my past jobs, we never programmed with an eye to filling slots in a series so we offered “Choose Your Own” discounts without any problem. Now I am working in a place which has historically had a number of series and I am looking to offer an additional flexible one.

Since this blog is about discussing practical aspects of arts administration, I thought I would share some of the issues I have been taking into consideration both to solicit some feedback, but also give a sense of the thought process you need to engage in when making these decisions.

The numbers I am using in my example aren’t the actual ticket amounts and they are equal for all events in a series for sake of simplicity. The discount for buying the full season relative to the sub-season pricing is the same though.

Currently we offer a full season of nine shows ($290) and three sub-seasons of three shows each: Broadway ($150); Variety ($105) and Classical ($75).

My idea for a flex subscription is to offer the sub-season pricing if to any three shows or more shows of your choice.

That might break out as follows:

Book1

 

Instead of buying a series, people would pick and choose from among all the series. Because they are picking and choosing willy nilly, we can’t guarantee them the same seats will be available at every performance, but they still get their seats before single tickets go on sale and at a discount.

Usually the idea behind flex subscriptions is to give people who can’t make it to all the shows in a series the ability to benefit from an advance purchase discount.  It is seen as a plus if you can get someone who has historically been a single ticket buyer to commit to attending multiple shows in advance.

But the important issue is the need to factor in the likely behavior of your audience. If there are a lot of single ticket purchases for three or four shows across multiple series in the days right after single tickets go on sale for full price, you need to ask if you think more people will pick up this practice or if you will only end up giving a significant discount to the same group who typically buys tickets at full price months in advance of the show. You could end up losing money in the process.

The same for those who buy the classic series and then one or two tickets to the Broadway series at full price of $65. If there are lot of those, you may end up giving up quite a lot at a $15 difference per ticket.

In our case, our biggest series base is in Broadway with far fewer in Variety and Classic. It wouldn’t represent a significant loss if the Variety and Classic people who buy Broadway  tickets at full price received a discount.

My biggest concern is that we may lose full season subscribers to a piecemeal flex series.  Every year there is a Broadway show people aren’t crazy about so if Full season subscribers didn’t like one show and picked the other 8 individually, that would represent a $10 loss per subscriber. Not a big deal individually, but if many people made that choice it could be problematic.

The same with the Broadway series subscribers. If they dropped one Broadway show and picked up one Variety or Classic show as their third, that is a loss of $15-$25 per subscriber.

Now the easiest solution to keeping Full Season subscribers from becoming  “slightly less than Full Season” subscribers is to place the “Choose Your Own” on the same footing as the other sub-series and limit it to any three events. That way you don’t have to worry about people defecting to a 7 or 8 event subscription.

But if you are in a situation like I was in my last job where you don’t have a large subscriber base, you can go all out and offer discounts on as many shows above the minimum as people care to buy.  You have a fair chance of picking up new subscribers.

I will confess I was pretty gung ho about flex subscriptions and the philosophy of giving people the most freedom to choose in return for making that choice in advance. Organizations that kept their audiences tied into a designated series were adhering to a dated concept of audience relations! But as I say, that was when I didn’t have a fairly reliable subscriber base.

Now that I am in a situation where I am doing an analysis of the pros and cons in preparation for pitching the idea to an organization with an established subscriber base, I find myself being a little more pragmatic. (Though note I am still trying to introduce a flexible scheme.)

So what about you? Thoughts about this? Are there packages you have put together to entice people to subscribe that worked? Some that back fired on you and made you lose income or subscribers?

 

Have A Fulfilling Experience Being An Artist

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Earlier this week, Sydney Arts Management Advisory Group listed an artist residency program that really appealed to me.

Only Australians are eligible to apply, but I just really liked the way the Asialink program at the University of Melbourne listed the expectations for their program.

You can’t use the residency for research or academic study. Instead, (my emphasis)

Each resident is offered a specific amount of funding and initial contacts in the host country. It is then up to the individual to make as much of the experience as possible and to plan and manage their own program.

Key attributes are the ability to cope with sometimes unusual or difficult situations, and to work successfully in a challenging environment while maintaining good working relationships.

That is basically it. The criteria is to have a plan, take advantage of the opportunity, be able to cope with strange situations you may encounter. You have to show that you worked on your project when you return and submit an accounting about how the money is used.

Coming from a higher education environment which emphasizes research and publishing in order to keep your job and an arts environment which has lengthy grant proposal and reporting requirements, this is refreshingly brief and liberating.

Applying will take some work and preparation, and certainly the opportunity isn’t for everyone, but the process doesn’t seem terribly onerous.

I am sure there are other grant programs like this, but I have come across few which state they expect you to have a fulfilling experience.

It makes me a little envious and wish I lived in Australia since the program includes Arts Management experiences.

I offer this in hopes it will inspire others to emulate them. And if some entity is offering something similar and Americans are eligible, I hope someone tells me about it!

Info You Can Use: When It Is Okay To Punish Your Customers

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A couple weeks ago I wrote a post in which I decried the practice of many companies who offer better rates to new customers but provide no reward to long time customers.

Right on cue the next day, MIT’s Sloan Review published a piece that analyzes the transactional relationships people have with different types of business and discusses which can get away with treating long term customers poorly.

They acknowledge the fact that it can often be more costly to find new customers than to retain the ones you have, but note this is not true for all types of business. They use examples of cable and cell phone companies who provide services that are difficult to change versus a highly variable situation where someone may prefer to shop at Lowe’s, but will often purchase from Home Depot because it is move convenient to the drive home.

Lowe’s and Home Depot have to constantly work to retain customers and attract new ones while cable and cell phone companies can get away with raising rates mid-contract. The article authors say even if you are getting an offer to buy a new phone at a discount from your current service provider, it isn’t as sweet a deal as a new buyer is being offered.

Despite using the common terminology of “subscriber,” performing arts organizations don’t have the same luxury to treat current customers poorly that cable and cell phone companies do. I am sure it is no revelation that performing arts organizations operate in a far more competitive environment.

While depressing to contemplate, it was interesting to read the rationale that punishing customers makes good business sense.

Some customers are worth more than others and some customers are a greater drag on resources than others. Even if you don’t act on it, cultivating the ability to identify what policies are causing you to lose money can be valuable.

There might be some good lessons for arts organizations here. For example, some banks have started charging people to use lobby services and for receiving statements in the mail and made using ATM and receiving statements electronically less expensive because it costs more to maintain a physical presence and pay people.

Perhaps performing arts groups should make it more expensive to buy tickets in person versus online, rather than vice versa, as is the case in many places these days.

On the balance sheet, the answer is clear. However, since cultivating relationships are often viewed as the most important function arts organizations can fulfill for their community, perhaps it is better not to provide disincentives to personal contact.

But is that relationship something your customers value or is it something you have decided they value?

You should know the answer to this because if they do value good relationships and service, that is more expensive than just having someone at a desk. The training and retention of staff who provide good service and the database to support them requires a greater investment than just having someone available. If people don’t really value personal service, then maybe it is wiser to push them toward online ticketing and reduce ticket office staffing.

So here is the conclusion the authors came to:

“Specifically, we discovered that, most of the time, rewarding and acquiring new customers creates the most value. Under select circumstances, however, attention should shift to the retention of existing high-value customers….In markets that have a high degree of both flexibility and value concentration, companies should focus on rewarding their own customers — in particular, their best customers.”

The examples they use of high flexibility and value concentration is retail shopping, rental cars and airlines where people have many options to choose from and return customers will often spend greater amounts than just casual shoppers. They suggest reward programs for high frequency customers.

I translate that over to the arts as trying retain and reward subscribers and donors. The arts already acknowledge that these groups are high value individuals and need to be provided preferential treatment. So we have been doing something right all along!

Except that the authors don’t really address the question of what to do when your customer base is aging out. The article really just deals with optimizing your income from customers based on where your product/service falls on the continuum of flexibility and value.

There is an assumption that you have a product for which there is a demand. They address the question of how to treat your customers when you get them, not necessarily how to get them.

It is encouraging that the article validates the basic model many arts organizations use with their customers. The challenge that is still before us is offering a product people want and an rewards program that they value.

What Do You Sell Online?

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Okay, this entry is more a question for readers than any sort of discussion of issues. Basically, I would like to know how many price levels of tickets do you put on sale online?

When I was working in Hawaii, my colleagues at the other campuses and I put most of our base ticket prices for sale online- Adult, Student/Senior/Military, Under 12 and University Student.

When I arrived at my current job, I noticed only the top level ticket price for each area was listed online even though we offer just about the same discount categories as we did in Hawaii. Thinking it a mistake, I asked my box office manager why that was and she told me the software vendor suggested we only offer the highest level because people would take advantage.

[N.B. From a question I received, I wanted to clarify that this listing was on the purchase screen. When it came time to buy the ticket, they were advised to only let people buy full price tickets and not make the other price levels available. The other ticket prices were advertised both on and off line]

This was not my experience at all in Hawaii or other places I worked which also offered lower ticket prices online. Most of the time people wanted to pay the difference when someone couldn’t make it and they brought a person who didn’t qualify for discounts.

I admit I was a little riled when I heard that the ticket office was given this advice because I think that making people call or walk in to buy discounted tickets places a barrier to entry to many. I felt like this went against everything I have been working toward with my own practices and adovocating this blog.

Not to mention that someone can call and misrepresent their eligibility for discounts over the phone as easily as they can place the order online so you really aren’t preventing people who want to from taking advantage.

It’s not that my ticket office can’t ask that the internet site be set to offer more price levels, I just felt this advice reflected big corporate indifference. And that there was no effort on the company’s part to help venues facilitate the process for their customers.

But as I started to look around, I realized that many performing arts venues only seem to offer the highest level ticket online, even if they don’t use the same vendor we do.

So now my question is, what are people’s experiences and practices putting multiple levels of prices online?

Value Is Not Price

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The Drucker Exchange recently noted that the Cincinnati Reds and Michigan Wolverines teams have started using dynamic pricing, scaling prices based on popularity.

The Reds don’t provide much information about their structure, though they promise the price will never fall below whatever the season ticket holder pays. They set their base pricing at the start of the season per anticipated demand and start implementing the dynamic pricing two weeks out so it probably pays to buy early.

The Wolverines basically set their anticipated pricing from the start ranging from $65 for the Akron game, $10 less than last year, to $195 for the Notre Dame game, $100 more than last year. (And by the way, that is the lowest price tickets. Their top tier tickets for Notre Dame are $500.)

The piece on The Drucker Exchange says the mistake companies often make is to ask what customers value. This is aptly illustrated by the secondary market for those Wolverines games. You can get those $65 Akron tickets for $35 on the secondary market, but those $195 Notre Dame tickets seem to be going for about $319 already. (Single tickets go on sale tomorrow, 8/1)

Peter Drucker lamented how few companies recognize the importance of simply asking themselves what their customers value. “It may be the most important question,” Drucker noted in Management: Tasks, Responsibilities, Practices. “Yet is the one least often asked.”

One reason for this is that companies think they already know. “Value is what they, in their business, define as quality,” Drucker wrote. “But this is almost always the wrong definition.” For example, for a teenage girl, “value in a shoe is high fashion,” while durability and price matter little.

“Another reason why the question ‘What is value to the customer?’ is rarely asked is that the economists think they know the answer: Value is price,” Drucker added. “This is misleading, if not actually the wrong answer.”

For instance, electrical contractors, while famously price-conscious, may prefer one of the most expensive fuse boxes on the market. “To the contractor this line is actually low-priced because it is engineered to be installed fast and by relatively unskilled labor,” he explained.

The ultimate lesson is simple but not easy: “The customer never buys a product,” Drucker wrote. “The customer buys value.”

(My emphasis on that last sentence on the Drucker citation)

There are many intangibles that factor into what people value. Will the Notre Dame game be three times better than Akron? Possibly. By game day in September, there is a fair chance the primary market tickets to the Notre Dame game will be four or five times more expensive than Akron, if not more.

There will be a point where the quality of the actual Notre Dame gameplay can’t be better than that of Akron in proportion to the difference in ticket price.

What people are willing to pay so much more for is the experience of tailgating and attending a potentially great game steeping in the palpable excitement surrounding the long rivalry between the two teams with thousands of others.

I have resistance to dynamic pricing for a number of reasons, many of which have to do with the relationship I feel we are trying to cultivate with our audiences.

The question is, do people really recognize and value that we are making the effort? Is it all pretty much one-sided? Many people don’t really discern between profit and non-profits organizations when making their entertainment decisions.

Are non-profits basically putting themselves at a disadvantage by not using dynamic pricing for shows that clearly will sell out months before the performance date based on a devotion to an audience that has no idea the organization has decided to suffer for their benefit?

There is a need to keep prices low to provide affordable access. If 900 people clearly value attending a performance that they will commit at $25 a ticket between one and three months before the show, do you really owe it to the last 100 people to maintain the $25 rate until they get around to buying tickets?

Or do you owe it to your long suffering staff to try to increase the revenue stream so you can pay them $12/hour instead of $8 by using dynamic pricing?

We aren’t sure about the investment of the community in your organization, but we can be more certain about the investment of your staff.

I am still a little uncertain about dynamic pricing. The issues aren’t as clear as I present them here. However, one issue I don’t generally see people mention in the dynamic pricing conversation is that by not using it you are potentially punishing your staff in the service of an ideal the community may not be aware of much less value.

If customers show they willing to place a higher value on a product, should non-profits acknowledge that by placing a commensurately higher price on it?

Serving The Community, It’s Like Dating

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Continuing with my answers to questions asked by readers, last week Karen asked:

“I’m very interested in how small arts organizations effectively serve their community, particularly in long term collaborations. While I focus on the symphonic and choral space, I’m sure a lot of the wisdom on the topic can be applied broadly.”

Short answer- If I knew that, I would force Drew McManus to make me a partner in his consultancy and we be raking in the money.

The truth is, no one knows because there is no one right answer. Every arts organization is different and the dynamics of each one’s relationship with the community is different. One of choral groups you work with Karen, is associated with a religious entity on a university campus so their goals and target community are quite different from those of symphonies’ with which you work.

Each is going to have a different definition of what effective service means. For some it may mean getting people to attend. For others it might be people paying to attend. Even if the amount of the payment is $5, that small difference will have some significant implications about how the company interacts with the community.

Your question calls attention to the fact there are a lot of arts blogs and articles out there that sing the praises of the idealism of serving the community, but no one really admits that when it comes to the practical aspects they can’t tell you how.

Because we are basically talking about relationships with other people, it is really akin to trying to get advice on how to get someone to love you. There are tons of articles written on the subject every year, but no one has the answer.

The best anyone can ever come up with is “be yourself” and “don’t be a jerk.” The rest is all generalities: be funny, but not overbearing with jokes; get the other person to talk about themselves, but don’t be distant; find common ground, but have different interests that the other person will find intriguing, etc.

In many respects much depends on chemistry, in this case the one you have with your community, not the person you really like.

Everyone knows you don’t want to have your concerts in the slums because the impoverished don’t get invested in classical music— except there is El Sistema.

Why did it work in Venezuela? Can it work here?

Who knows, but there is an example of a long term collaboration. Somehow it endured nearly 40 years with the backing of the Venezuelan government. I suspect it was a few years before it reached the point where the national government became interested in becoming involved.

My advice is to think about who you really want to serve, regardless of whether there is any money in it or grant funding to support it. If you can make it work under those conditions, great. Otherwise, you probably need to compromise and shift your focus a little to those things there is money in.

Don’t fall into the trap of thinking, well if we spend resources on this thing that makes money, we will have the ability to help the people we really want to help. Then you are in a situation where you are cultivating relationships trying to serve community B so that you can serve community A which requires cultivating a different set of relationships.

If you have the time and resources to do that, you can probably swing working to serve community A for no money.

I am not saying that you can’t have varied programming and a wide appeal or that your other activities can’t generate revenue to support your long term collaboration. It is just that a small organization really needs to have a singular focus, otherwise they end up unable to achieve any of their goals effectively. (And I would hazard to guess this might be generally true for many organizations of larger size.)

If you are ready to be in it for the long term, then your collaboration with the community starts with developing relationships. If you decide that you want to really focus on bringing music to kids in a specific school district, you want to have relationships with the teachers, principal, superintendent that you are constantly reinforcing and renewing.

Most importantly, if at all possible, find a way to connect with the families in the district. Not only those with kids in the schools, but those with kids who have graduated and who will potentially be giving birth to those enrolling.

Show up at PTA meetings, participate in conversations on the Common Core standards for arts. Be in a position to be a partner and advocate for the community you have chosen to serve.

Go to Chamber of Commerce and Rotary meetings, talk about the group with which you are partnering, but also just meet people and talk about the weather. Get to know people and get known so that when you are in the paper for something your group has done, people already have a relationship with you from the time you brought that great pie to the potluck last New Year’s Eve.

Not only do you make a great pie, but you are doing good things for the school too. That’s great because I (as the person in your community) have to pay property taxes to support the school even though I don’t have kids. I am still resentful about the taxes, but also a little proud that my community has good schools so at least my taxes aren’t being wasted.

That is sort of my ideal vision of what a long term community partnership might look like. It is easier to do in a small city versus a large one because those relationships and connections with people not directly involved with your organization and the community are easier to create and maintain.

Having a relationship that provides a connection to people not directly involved with your organization or the community you serve is an important element in my mind. The goodwill you generate reinforces the sense of identity and worth for your organization and the community you serve.

Think about communities with strong athletic teams, whether it is college or professional. Whether you go to games or not, you walk into stores, you see branded merchandise for sale, bars have the games on television. If you are a student at the college, you get the sense that the whole community supports you even though you aren’t on a team, just by the benefit of your membership in the group.

Even if you don’t go to the games or have ever set foot on the campus, if you go visiting elsewhere and the people there are cheering for the grudge rivals of your hometown’s school, there is a good chance you will feel a tinge of responsibility to be loyal to your hometown team even if you don’t openly say anything.

I think that is the sign of an organization that has made a connection with the community when a person who has made no conscious effort at investment feels a sense of loyalty and duty to the organization.

Of course, unconscious investment ain’t paying the bills so you are always in the process of trying to convert people to being actively involved. You just don’t know if it will be a concert or a really good pie that tips the balance.

What To Expect In Arts Administration Class

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Last week in response to my call for suggestions of topics to discuss, commenter Samara asked,

“I am attending Bellarmine University this fall as a freshman and am the only student as an Arts Administration Undergrad with music being my emphasis. What should I expect in my Arts Admin classes? Besides the fact that I’ll be alone and don’t get a studio until spring semester haha!”

I took a look at the Bellarmine Arts Admin program and the course requirements for the music focus and generated the following response for Samara.

[hr]

Samara-

In terms of exactly what sort of experience to expect, I obviously can’t tell you because every arts administration program is different, even from year to year.

What I can tell you is what to expect from yourself and what expect from your instructors, internship supervisors and other colleagues.

I apologize right from the start there is probably going to be a tinge of condescension in some of what I have to say. It can’t be helped when you are trying to offer general advice to someone you don’t really know.

The first thing to be aware of that you are being taught the skills you will need to be a successful arts administrator, but you are not being taught how to be a successful arts administrator.

Ken Robinson said it best a few years ago when he talked about how schools creativity.  He notes that we never know now what students will need to know decades down the road so the best thing we can do for students today is teach them to be creative, think critically and teach themselves new skills.

Twenty some odd years ago when you were born the world was just being introduced to dial up internet, and 14.4k at that. I remember a guy in 1994 telling me I should use the Macs in a different computer lab because they had this new thing called a web browser which let you see the internet with colors.

No one really had cellphones, cable or wireless modems. We could imagine a time when we would have cellphones, faster internet connections and maybe something like iPods, but social media, texting, Kickstarter campaigns, global warming, American Idol and so many other things that are common today weren’t really on anyone’s radar.

But in the three-four years between 1994 and 1997/1998 we went from web browsers just beginning to appear to everyone expecting that any worthwhile business would have a website and I was learning HTML.

No one really knows what the future will demand of arts administrators even four years down the road so they can’t give you the secret formula for success upon graduation. What they can do is equip you with the skills to discover that formula for whatever company/organization you work for or establish. Every company is different in terms of the goals they have and the customers/constituencies they seek to serve.

What you should expect from your degree program is a lot of opportunities to discuss problems facing the arts and possible solutions. By the time you are ready to graduate, I guarantee there will be entirely new problems to discuss.

You will need to read and talk a lot about challenges, trends and techniques outside of the arts which may be applicable to the arts.  You will have to discern which are likely flash in the pan trends that just have good PR behind them but won’t amount to much and which trends have staying power.

You will be a good arts administrator when you graduate if you are practiced at looking at new situations, generating and evaluating possible solutions and then implementing them.

Note that you may not be a successful arts administrator by many measures because you can certainly still make mistakes, especially when trying something new. But if you have the capacity to evolve ideas rather than fall back on old practices, you will be in good shape.

Given that times are changing quickly,  I won’t assume you will end up working for an arts organization. You could easily be a manager at an online gaming company.

One of the things I am really pleased to see about your degree program is that there are a lot of interdisciplinary seminars. (Though not surprising since Roberto Bellarmino was a Jesuit and the school had a close association with Thomas Merton.)

My hope is that you will be in those seminars with business, science and liberal arts students so that there are opportunities to exchange multiple views. There can be a lot of dangerous insularity in the fine arts.

I see from the degree requirements you will be participating in classes that engage in discussions and field visits to local arts organizations. You will also have a couple semesters of internships.

Take the opportunity to ask questions and make suggestions realizing, that you are going to make some really dumb suggestions. That is just part of the process of learning. It can be painful, but can’t be avoided.

I only stopped saying dumb things six months ago…..

Some of your suggestions will actually be good but the people in charge are afraid of implementing them. You have to be humble enough to accept being told no because you won’t be experienced enough to really discern what really isn’t viable and what people are afraid to consider.

Always assuming that people are too timid to take chances will just make you miserable. Make a list of your ideas and come back to them later. Throw away the ones that were bad and propose or keep the good ones. Repeat.

Or try implementing your ideas yourself on a smaller scale.  The times increasingly offer greater resources that allow people to accomplish thing on their own.

In terms of your internships. Everyone has to make copies and coffee when they are interns. That shouldn’t be the whole of your job though. Talk to people who have interned before to make sure the internship coordinator is ensuring the internships are valuable experiences.

The easiest way to make sure you will have a good internship experience is to know before you go that your internship coordinator actively monitors the environment and is on the look out for your best interests.

Even if you are asked to do a lot of menial work, you can turn it into a learning experience. Interning in the days before email attachments were so easy was both a blessing and a curse. I may have had to run a lot of errands, but many times it was to the lawyers’ office. I knew enough not to talk about it with others, but no one said I shouldn’t read the documents I was couriering while waiting at the red lights…

In terms of useful skills, I would encourage you to pay very close attention in the accounting, finance and law classes. A person who can understand contracts as well as maintain and properly interpret balance sheets and cash flow statements will be valued pretty much anywhere.

The same with the writing classes and communication classes. There are so many channels of communication from email to 140 character texts to image sharing and probably more still on the way. The more that emerge, the more valuable a person who is able to quickly and clearly engage the viewer/reader.

Finally, I would stress the leadership/management and philosophy classes. Effective leadership has more to do with a good understanding of philosophy than with the analytics found in other business courses in my mind.

Ultimately, it is up to you decide what you want to invest and reap from each of your classes.  Worry more about what you are getting out of the class than obsessing about your grades. When I was an undergrad, I was content to get a B or C in a class I enjoyed because I felt like I gained something valuable. The grade was only a measure of my progress at the moment, but the interest the class engendered in the subject matter inspired me to continue to learn more about it.

Good luck.

What Should I Talk About?

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Now that I am back living in the lower 48, I have begun thinking a little more seriously about possibly presenting at some of the national or regional conferences. I had actually thought about it a bit when I was in Hawaii, but distance limited my opportunity to attend many conferences and hampered collaboration opportunities.

That gave me the idea to ask my readers–what do you think I should do a session on? This is actually a double duty question because I am also essentially asking what topic would you want me to write blog entries on to.

I understand that many people can’t attend conferences so I would ultimately be planning on posting whatever I talked about on the blog. And readers might see bits and pieces of what I was working on emerge on the blog as my research brought me in contact with new information.

Rather than to ask what topics I should blog about, I wanted to frame in the context of what do you want to know about so badly that you would seriously consider undertaking the expense of travel, hotel, food, etc to attend a conference where someone was talking about it?

I also suspect I take for granted people’s familiarity with many topics I come across in my daily reading. The reality might be that people are desperate for information. So even if I didn’t do a conference session on it, your feedback will help determine topics I blog about in the future.

Just as examples of conferences sessions to get you started, Arts Presenters is looking for session proposals on Catalyzing Communities around the arts, Making the Case for the Arts and The Art of Transition. That last one seems like it could encompass everything from leadership transition to changing your organizational approach to programming and marketing.

I just found out that I probably will be attending APAP conference this year. Though I am not sure I would get a proposal together by the deadline next Thursday so I am not necessarily looking for a topic that would fit that conference.

I figure I can either lead or contribute to a conversation about:

-contract negotiations, submitting offers, reading contract riders
-closely partnering with multiple arts presenters to organize a tour as a consortium
-partnering with artists to create performance works reflecting stories/values of indigenous cultures

Of course, I can talk about many other topics like marketing, social media, presenting in higher education environments (and bureaucracies) but I feel like a lot of other conference presenters can and have done so before. Though I am certainly happy to produce blog posts on these topics

I feel what I have listed are areas in which I have more specialized knowledge than many others. It is also likely that I am forgetting some too. If there is a subject area which you have come to value my expertise, let me know.

Thanks.

We Have Ways Of Making Your Website Talk

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I don’t know if I have every mentioned it here, but if you haven’t discovered the blog Google for Nonprofits, it is pretty handy for getting tips on using any of the many products Google has created.

Last week, they had an entry about using the Goals feature of Google Analytics. I have long been aware of the feature, but never used it because I always figured I can call up the data for a time period and cross reference the data a bunch of different ways as the questions about visitor segmentation occurs to me.

However, there might be times when you want to achieve a certain goal like raising awareness about a specific show in a certain area within a period of time or increasing traffic from social media sources and you want to avoid the trouble of setting the filters up every day. Setting a goal tracks all that for you, tells you how close you are to achieving the goal and tells you when the goal is met.

The example they use is for volunteering:

“Goals are completed activities that happen on your site, like someone filling out and submitting a volunteer sign-up form. We can easily translate the key performance indicators (KPIs) we designed in our measurement framework into Analytics Goals. For example if your KPI is volunteer sign-ups, you could track it by setting a goal of how many people reach the volunteer sign up confirmation page.”

And they also allow you to track segments of your website visitors.

For example, you could use a custom dimension to segment your website visitors into groups like volunteers and donors. When someone submits a donation your custom dimension will indicate the user is a donor. Or when someone volunteers via your website, they’ll be identified as a volunteer. With that segmentation, we can gather specific data on our donors and volunteers which allows us to measure our KPIs

In regard to the segmentation tracking, I suspect its success depends on people not clearing their web browser cookies cache between visits in order to note their return during subsequent visits.

But if you have been wishing you could learn more about your visitors from your website, this blog is a good place to learn some tricks to making it talk.

Stuff To Ponder: Subscriber Rush Tickets

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Since I have started a new job I am in the process of evaluating every document, process and interaction my organization undertakes. One of those areas is customer service, of course.

For that reason, an article I came across via The Drucker Exchange is really resonating with me. In a blog post titled, The Dark Side of Customer Experience, Monique Reece opens with a joke we can probably all relate to.

The longer version is in the post, but basically a guy dies and is shown heaven and hell and given a choice between the two. On his visit to heaven, everything is sedate and lovely. Hell is a veritable Mardi Gras party. After the doors close on Hell, the guy tells St. Peter he chooses Hell. The doors open and it the scene is the stereotypical hellish landscape.

Upon wondering what happened to the party scene, the man receives the response “Well,” said St. Peter as the doors closed. “The first time you came to visit you were a prospect. Now you’re a customer.”

Reece cites some of my biggest pet peeves– the introductory rate that rewards new customers and makes the person who has been loyal for 10 years, enduring price increases, feel like an idiot for sticking around so long for no recognition or reward. As Reece notes, there is actually more of an incentive to separate your relationship and then renew it.

The performing arts version of this is giving cut rate discount tickets to last minute purchasers, suggesting a certain amount of foolishness on the part of those who planned and purchased ahead of time. Some arts organizations sell large amounts of rush tickets at rates lower than those of subscribers who have committed to many shows in advance.

It just occurred to me moments ago, why don’t performing arts organization offer Rush tickets exclusively to those who have already purchased two or more tickets?

This would have multiple benefits 1- It rewards people who committed in advance; 2- It turns those people into recruiters for your show when they invite their friends along; 3- It gets people you already have a relationship with paying closer attention to your emails or social media account that you are using to communicate this discount, providing an opportunity to get them excited and mention other shows.

My suspicion is that attending a show on a half price ticket thanks to two people who purchased weeks in advance is a better model of behavior than attending alongside two other people who also decided to attend because tickets were half price.

It probably also reinforces many elements of the advance purchasers’ self-image if they know their friends were only able to attend because they were stalwart supporters of the arts organization.

The only real problem I can see with this idea is reserved seating. Offering rush tickets in this way appeals heavily to a social element which is compromised if everyone can’t sit together.

Granted, it illustrates the appropriate outcome associated with paying half price on the day of a performance versus full price in advance. Still the emotional disappointment of not being able to sit next to ones guests could supplant the acknowledgement of this logical consequence.

General admission events are good to go though.

This is not the direction I intended to go in when I started this entry. I like this result better.

We’ll Pay You Twice As Much As The Last CEO (*snicker*)

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Apropos to my post dealing with doing more with less earlier this week, last week Janet Brown, CEO & President of Grantmakers in the Arts wrote about the problems with non-profit CEOs forgoing pay.

She cites an example where the retiring CEO of a performing arts center had only accepted a nominal salary. The savings that represented meant the different between running a deficit. Now with the CEO retiring, they either needed to find someone else who was willing to do the job for free or find the money to pay someone for the job.

The performing arts center should have been booking the CEO’s non-salary as an in-kind contribution all these years, keeping the reality of the expense in the budget. This, of course, would have shown a loss for some years, which (I’m only guessing here) is probably not what the CEO or the Board wanted. So the cycle of under-capitalization continues.

Brown asserts that every organization should strive to be completely transparent financially, not only for the sake of those who inherit leadership positions, but also to retain the confidence of supporters.

Sound business practices are possible in nonprofits but, as I’ve stated before, this demands transparency and leadership that wants to do more than keep the doors open….Our investors in the nonprofit arts world are community members, governments, foundations and corporations who give money because they believe in our organizations, their missions and the good they are doing for our communities. These investors also deserve (and should demand) returns, which include the best artistic product possible and the strongest balance sheet good management can provide.

I guess the lesson here is not to pay your executive director as well as your interns, erm I mean, pay them both!

Info You Can Use: Generating Interview Questions

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I have only been at my new job for six weeks and already they have me on a search committee. Some may groan at the thought, but the position being hired will likely impact my area pretty significantly so I was actually relieved when I was asked to serve.

We had our first committee meeting today which was preceded by a training session on interviewing. In addition to reminding us about the usual forbidden subjects of age, race, religion, martial status, etc, the human resource director talked a little about a new approach the university was using with searches.

It is a little difficult to explain clearly here, but essentially it starts with the committee prioritizing the most important areas of the job (e.g. leadership, communication, experience, strategic vision, collegiality etc).

This would help us determine what questions should be asked at what stage of the process. If leadership and experience are top priorities and were going to make or break a candidate for us, we would ask questions that related to those areas during the phone interview phase rather than exploring collegiality.

At later stages we might have more questions touching on leadership and experience since they are high priorities, add in questions dealing with middling priorities to help us expand our impression of the candidates, but choose to only ask a few questions on low priority items or omit them altogether.

What really impressed me about this approach is that it keeps the early interview rounds focused and theoretically dictates how long latter phases of the interview process actually need to be.

Instead of saying, we should have the candidate meet with Bob because it just seems like a good idea, looking at the prioritization you may realize there isn’t any reason for an official meeting with Bob. If there is, a low prioritization might point to a 20 minute meeting or a meal alongside others rather than an hour long one on one meeting in Bob’s office.

Now, notice I say theoretically. Politics may dictate the candidates meet with Bob even in the absence of a compelling reason. That could be detrimental to the search. The HR director mentioned that searches often fail because highly qualified candidates can identify weak processes like undue focus in irrelevant areas.

There was one slide in the HR director’s presentation that I immediately knew I wanted to feature here on the blog. After the committee had finished its discussions, I ran down to the human resource office to ask her permission to share it with you.

It is a general template for the interview questions.  Clicking on the image will open a new window so you can refer to it and my commentary on it without having to back arrow.

Interview Guide Template. Used with permission. © Shawnee State University
Interview Guide Template.
Used with permission. © Shawnee State University

The bullet points on the left under “Leadership” note general activities the university has identified that person possessing leadership qualities will have/need to engage in.

The italicized text in the center is how these qualities are specifically exhibited in relation to this job. (This being an example document, they are exceedingly general.) Under that are the questions that are derived from this.

The Situation/Obstacle/Action/Results at the bottom allow the committee member to make notes about how the candidate’s answer touched upon these different phases during the situation being described.

What I really like about this format is that it places the elements from which the questions emerged on the same page with the question. There are always going to be answers you never anticipated when you envisioned the qualities of the person fulfilling the job. It is easy to become confused about whether the response illustrates that they are qualified or not.

But if you gaze down and see the answer being given touches upon all the qualities that comprise the foundation of the question, you can feel more confident about their qualifications.

I am looking forward to continuing in this process. I may end up with a different impression later on, though the search chair has used it in a few searches before and speaks highly of it.

Giving, Rather Than Sacrificing

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I was thinking last week about the growing sentiment that non-profit organizations should resist the impulse to do “more with less.” The idea being that it gives funders, boards, government entities and the public an unrealistic view of what the real costs of programs actually are and is likely to cause burnout among employees.

The quality of all programs will probably suffer in an effort to make up for the loss of funding to one, as well.

Although it would really hurt organizational pride and morale, the suggestion is to eliminate the program rather than stretching and stressing yourself even more trying to maintain it. That way, at least the consequences of low funding are unambiguous.

A cynical thought crept into my mind that some organization of younger workers unfettered by concerns of good pay and work-life balance might come along and belie your insistence that the program couldn’t be supported, by happily suffering through its execution.

But soon I got to thinking, why not let them? Not that you should welcome an under-captialized organization with unrealistic expectations, but if there was someone qualified who thought they could do a better job, maybe your organization should hand over your files to them.

I started to wonder if many non-profits had really ever thought of this. Most organizations are aware of people doing similar work in their region, whether they are viewed as competitors or providing parallel services. If you are being faced with having to eliminate a program, but are conflicted and a little guilty thinking about all those whom you serve losing something they valued, perhaps it is best to give your program materials to a group that possesses better resources or sees that program as one of their core competencies.

Once you no longer view each other as competitors, there may be room for constructive partnerships. For example, a performance venue who is seeing their K12 school show program flounder due to decreasing availability of bus money might direct their clients to a group that performs in schools, but doesn’t have their own facility.

The traveling group may benefit from the additional contact list, as well as costumes and props that the venue will no longer be using. In return, however, the traveling group may still do an occasional school show for the venue or may produce a series of weekend family matinees at the venue, allowing the venue to continue offering family programming without having to bankroll the development.

Or perhaps both groups wanted to do an after school program, but neither had all the resources they needed to pull it off. Yet as partners, they do.

By the end of my musing, I started to think that trying to do more with less and hold on all your programs might not only be harmful to your organization, it might also impede constructive partnerships.

Instead of looking around at other groups as competitors for the same pie, which granted is increasingly becoming the case, it may be more productive to evaluate what other people are doing as well, if not better than you, with an eye to possibly having to cede that to them.

Times when things are going well are probably best to consider these issues because it also allows the time to evaluate potential partnership options while free of financial panic.

Perhaps you will decide to transition things away before a critical decision ever needs to be made, when your program still remains vibrant and is a worthwhile addition to another company.

No organization should be in a mode of constantly contemplating its demise. I know many elderly start mentally ear marking who will get what when they die, if they haven’t already started actively giving things away. I don’t think that is a healthy way for a non-profit to operate.

It should know where its strengths lay, what its core functions are and what things occupy a more secondary role. Strive for excellence in everything and shine in the community, but be consistently clear about what the priorities of the organization are.

Boards and staff members are likely to have strong emotional attachments to the work that your organization is doing, and probably rightfully so. An open and ongoing conversation about what another organization is doing well can help to motivate your organization to step their game up and do a little better.

But having an open conversation about the organizational priorities as well as what other organizations are doing well may ease the decision to cede/transition a program away if the staff and board has regularly acknowledged the worthiness of another organization to do the work that is being set aside.

Being Goldilocks

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My hair like Jesus wore it
Hallelujah I adore it
Hallelujah Mary loved her son
Why don’t my mother love me?

These lyrics from the eponymous song of the musical Hair has always struck me as a great expression of the conflict an artist faces.

On one hand, you have to dress and appear professionally enough that you gain the confidence of potential employers, donors and granters.

On the other hand, you have to possess enough of an artistic aura, either in dress or behavior, that people will believe you are an artist. Appear too conventional and you cast doubt on your artistic abilities.

Working on a university campus, I been feeling a little tug of this conflict. It wasn’t a big problem in Hawaii where even bank presidents wear aloha shirts, albeit tasteful $200 silk aloha shirts.

But now I look out across campus seeing administrators running around in dresses, suit jackets and ties (not simultaneously) and I am reminded of these cultural expectations.

Because at the same time, I am out walking down the street every day to get lunch and how I dress as the director of the performing arts center contributes to the perception of what sort of people are welcome as audience members.

Probably nothing to be done to relieve folks in the arts world of this Goldilocks requirement of avoiding extremes.

So don’t neglect to wave those golden locks!

http://youtu.be/7dyl0j3WU6Y

No, Humanities Don’t Suck

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Some of you may be aware that there is a fairly active debate about the utility of humanities degrees in progress. Some governors are proposing students pursuing STEM majors pay a lower tuition than those pursuing humanities degrees.

There are studies that show while humanities majors make less than business and science majors right out of graduation, they end up making more 10-15 years down the road.

“Undergraduate professional degrees frequently lead to relatively high starting salaries and relatively flat pay scales thereafter. Humanities undergraduates may struggle more in the first few years after graduation, but in the long run they frequently find career paths with greater long-term growth potential; the skills in reading, writing, and critical thinking that we all talk about turn out to have real-world uses. Students and the general public legitimately worry about employability, but there’s no reason for us to surrender to the mistaken belief that humanities degrees are a poor investment.”

Studies like this and the Strategic National Arts Alumni Project (SNAAP) are helping to collect data to refute the idea that humanities majors are useless.

The technical director for my performing arts center and I were talking last week when the conversation turned quickly to the value of the performing arts as a major that confers real world skills.

If you are reading this blog, you are likely already aware of most of them: You learn to plan a project invested with your own personal vision; research your portion of the project; present and execute your part of the project as part of a team.

Some arts disciplines require you to cross train in both technical and performance roles. All performing arts disciplines require the practitioner to possess some degree of empathy.

These are all skills that pretty much every business desires in an employee.

Then there is the big benefit–the unambiguous deadline.

One of the things I know drives college professors crazy is when a student says they can’t finish the paper and can they hand it in on Monday. If this option is denied, the student often enlists parents and administrators on their behalf. For all the good reasons the professor may have for not allowing this exception, a Friday versus Monday deadline appears to be somewhat arbitrary.

But when the performance time comes, that is the inescapable deadline. Well, I suppose it is escapable, but the time to “hand in” your assignment comes and passes with or without you. Whether it is submitted and what the quality of the work is apparent as are the consequences, if any.

One can always fake it and one’s parents will frequently speak praises regardless of whether they are earned. There is no guarantee a student will graduate with good organizational skills.

However, performance is an area where practical skills applicable to the real world are taught because the end product is meant to be consumed in the real world.

These are all skills that clearly do matter and have real world applications. The message that the humanities don’t matter undermines the teaching of these skills.

In the process of getting someone ready to give a public performance, there are many smaller scale performances conducted in more private environments. The stakes are much lower so it is easier to be irresponsible about handling your contribution.

But each one of these times instills the abilities needed for that big public performance. For many people that culminating event may not be on stage, but pitching an idea in the boardroom of Johnson & Johnson.

Info You Can Use: Is This A Bully I See Before Me?

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With the recent ruling about unpaid internships being illegal kicking up a conversation about the necessity of internships to secure a job, the topic of bullying in the workplace is apropos. Especially for the arts.

Situations like this can bring on a lot of pressure to those trying to cultivate a career. No place more so than in the arts. In fact, unpaid is more often the situation regardless of whether you are in an internship or not. Even if you are getting paid, you might be subject to all sorts of pressure and abuse in the highly competitive arts industry.

A researcher from Chapman University is conducting a survey of people’s experience of bullying in the performing arts.

Those who have an interest in the subject might want to check the survey out. It is being conducted with formal research protocols including informed consent statements.

The only really explicit incidence of bullying I can remember is someone using the cliched line that they would ruin my career before it even started.

There are probably opportunities for conversations about these and more subtle issues. For instance, when does cajoling to stay late, be a team player and help with strike go from group camaraderie to bullying?

Researcher Anne-Marie Quigg has studied this issue, focused primarily on the UK and wrote a book on the subject. There were a number of conversation sessions held in London last month on bullying that occurs in the arts. Some brief notes were posted online for each, including the question “Who looks after the ones who aren’t “artistic?”

I Will Fear No Photoshop

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Last December Seth Godin made an entry on his blog, True professionals don’t fear amateurs in which he says,

“A few years ago, typesetting, wedding photography, graphic design and other endeavors that were previously off limits to all but the most passionate amateurs started to become more common. The insecure careerists fought off the amateurs at the gate, insisting that it was both a degradation of their art as well as a waste of time for the amateurs. The professionals, though, those with real talent, used the technological shift to move up the food chain. It was easy to encourage amateurs to go ahead and explore and experiment… professionals bring more than just good tools to their work as professionals.”

I wrote briefly about creativity on Monday and how different cultures may have different definitions of creative work, some of which may encompass activities that don’t take a lot of thought and effort.

I think Godin’s comment wraps up a lot of the concerns shared by people in the arts. Among those concerns are not only that people are creating things of little value and degrading their work by association, but that people would eventually be unable to discern what real quality was and seek out professionals when the time came as Godin suggests.

I had a conversation recently that illustrates both this fear and Godin’s assertion that there is still a place for work by experienced professionals in this world.

I was in a cafe for lunch and stopped by the table of the muralist who has done all of the floodwall murals in town. I commented that I saw a story in the paper that there was a guy who was also from Louisiana doing a mural in town and wondered if it wasn’t some state industry I wasn’t aware of.

He told me the other guy was actually someone who grew up here locally, joined him in working on the murals and then eventually moved to Louisiana to work for him. It was only in the last few years the other guy had struck out on his own.

He went on to say that murals are getting to be a popular thing these days and there were a lot of people who were selling themselves as muralists. The problem is, not only is it a much bigger undertaking than you realize to work in such a large scale, you also have to know your materials, medium and siting as well as work with the community. As a result, there are a lot of angry communities out there with murals no one visits that are peeling off the walls after a few years.

I had actually been to a talk he had given about painting the murals a few weeks earlier and quickly realized that I had no idea about all the engineering and site and materials preparation that went into creating a mural.

It is also pretty interesting to hear how helpful iPads are in providing research and reference assistance without having to leave the scaffolding.

But as I said, his comments illustrated the value of experience and professionalism in artists. It also showed how difficult it is for people to discern the value of a skilled practitioner.

I guess that is true across all professions. The high visibility and reputation of skilled doctors has never really prevented people touting bottled miracle cures.

Still it may be worth exploring, as Godin suggests, where you can position yourself in the spectrum of practitioners in order to be available when someone of your skills is really needed.

America, The Derivative

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The release of the “Star Wars as Shakespeare would have written it” book, Star Wars, Verily A New Hope had me chuckle a bit at the concept, but also grumble about how derivative the book was.

Then I got to thinking not only about Kirby Ferguson’s Everything Is A Remix video series, but also that derivative works are pretty much what America’s identity is based on.

The upcoming festivities of the 4th of July as an example.

“The Star Spangled Banner” is set to the tune of a bawdy English club’s theme song.

“The Battle Hymn of the Republic” set to “John Brown’s Body,” which is at least appropriate given their mutual association with the Civil War.

But then there is “My Country, ‘Tis of Thee,” set to the tune of “God Save The Queen (King)” less than two decades after the War of 1812 ended. How soon we forget!

That one never fails to get me during the Olympics given all the Commonwealth nations that use it. I am always initially embarrassed for the athletes that the Olympics are playing the wrong anthem…until I remember it was their song first.

Even the music for America the Beautiful was re-purposed from a church hymn.

There may be a big to do about intellectual property rights these days, but the history of the country has frequently involved borrowing, stealing, mixing and mashing other people’s work.

When I was in high school, we got a kick out of singing the poems of Emily Dickinson to the tune of the “Yellow Rose of Texas.” “Because I could not stop for Death” being one of the more popular ones due to the disconnect between the tune and the subject matter.

C’mon, click the link. You know you want to try it.

In closing, I leave you with the trailer of William Shakespeare’s Star Wars.

Are You Happy With Your Creative Time?

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Creativity Post had an interesting piece by Jeffrey Davis who reviews the results of the State of Create study.

Davis notes:

85% of Americans surveyed believe that creativity is key to driving economic growth. Two-thirds believe that being creative is valuable to society. 75% value their own creativity in resolving personal and professional problems.

But here’s where it gets interesting: Only 25% feel they live up to their creative potential.

[…]

For the Americans surveyed, self-doubt (27%), other personal obligations (29%), other work obligations (22%), and one’s age (13%) ranked fairly low.

That leaves two self-perceived blocks: Time and Money.

54% of surveyed Americans claimed they didn’t have the financial resources to let them create. 52% perceived that lack of time kept them from being able to create.

But when you unpack this question, its potential answers, and the actual responses, much if not all of it comes back to time.

Our perception of time is tied to how we view our obligations. If we think we don’t have enough money to create, this means in part that we think we don’t have enough money to be freed up from other obligations to afford us the solitude and “off-time” necessary to be “on” creatively.

Davis goes into some detail about how people can change this situation by either changing their situation, changing their mind, or both, to make space in their lives for creative pursuits.

My first thought upon reading this was that in the coming years perhaps the real value arts organizations can offer people is guidance and support to essentially become more disciplined…about letting themselves indulge fanciful thought and experimentation.

The other thing I wanted to point out is that this survey was conducted worldwide with 1000 people each from United States, Germany, the United Kingdom, France, and Japan.

The results are pretty dang interesting. There is a summary and infographic that accompany the study. Globally, Japan and Tokyo ranked as the most creative county and city–except among Japanese who don’t see themselves as creative. The U.S. ranked second “except in the eyes of Americans, who see themselves as the most creative.”

I haven’t gotten a chance to really consider some of the results, but there are some really glaring differences in attitudes. On the question “Being creative is still reserved for the arts community.” 78% of Japanese agreed with the statement versus 28% U.S., 35% U.K., 27% Germany and 21% in France.

There is a similar difference in response to the question “Being creative is reserved
for an elite community,” though only 52% of Japanese agreed.

Part of the difference may be attributable to what each culture defines as creative work. One culture may deem adding a funny caption to a picture and posting it on line to be creative while another may only regard someone who has gone through a lengthy apprenticeship and journeyman process to be a true creative.

Some of the responses from the different countries were included. I wondered if they were really representative of the country or chosen because they reinforce a certain image of that country.

Still, it was interesting to think about the following quote from the U.S. in the context of all the conversation that occurs about intellectual property rights.

“So many ideas have already been used, and in variation. When I think of a creative idea that I believe is new and original, it’s likely that it has already been done. I think the internet can often stray us away from our own creativity.”

or this one in the context of the stereotype that Germans are disciplined and time conscious:

“The less time the less is the creative head. Time constraints and pressure to kill creativity in the long run. Artists can only make art because they carry no other job and have this time. Creativity is born out of boredom and fun at the experiment.”

Artisanal ≠ Careless

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One of the questions on “Wait, Wait..Don’t Tell Me” this weekend referenced the fact that fast food giants were instructing their employees and robotic processors (which may be one in the same) to essentially dial back the quality control a bit to make food less perfect and more rustic looking in order to hitch their wagon to the artisanal trend.

Kinda makes you wonder when companies understand artisanal to be investment of less care and effort rather than more.

I metaphorically rolled my eyes (because I was driving at the time), thinking to myself that there are hundreds of performing arts organizations handcrafting works all over the country, but lacking an audience because people will really only pay so much for authenticity. Packaging that provides the rustic illusion at a cheap price will trump quality at the real price a whole lot of the time.

The reality is, there is a very real trend sustained by people who are willing to pay more for authenticity. And they aren’t all hipsters from the trendy side of town. What they value isn’t just the product, but a sense of connection with the creators/cultivators.

Most arts organizations haven’t found a way to do this in an engaging way while getting the marketing department out of the way. I am sure the primary reasons why the Trey McIntyre Project’s dancers are treated like rock stars is because the company has cultivated a public enough profile that people recognize them when they are out running daily errands.

In some cases, with a little imagination and patience, providing that sense of connection may be fairly easy to accomplish.

I went into the local art museum last Saturday. The main exhibit area was empty and the next installation won’t be in until mid-July. However, the new directors of the museum were in painting the walls getting the area ready.

When I finished looking at the permanent collection, I chatted with the directors since they were there and so readily accessible. Since I was senior to them, having started my new job a whole three weeks before they started theirs, I asked them if they had considered changing their Saturday hours, at least for the summer.

They open on Saturday afternoons an hour after the farmers market, which is held 50 feet west of their front door, closes. There are enough people visiting the market that they have to park a couple blocks east of the museum and walk right by the front door. One of the directors assured me that they had already started considering that change.

Then we chatted a little about Nina Simon’s Museum 2.0 blog and some of the ideas for interactive exhibits she has written about. I mentioned the possibility of using some of their spaces for lectures and demonstrations connected with our shows in some of the museum spaces since they are only a block and a half from the performing arts center.

I left feeling good about prospect of future collaboration, but also for the future of the museum given that they were very visible in their space and eager to engage despite how busy they were.

I think this openness will result in an a sense of an “artisanal” experience/connection to those in the community who value it.

Politicans, Can’t Live With ‘Em…

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So I have gotten some nice responses to the question I posed about the Minnesota Legacy Tax at the end of yesterday’s post.

Paul from Minneapolis praises the Legacy tax, saying that everywhere he goes he hears that the event has been supported by the Legacy Tax.

Another commenter who wished to remain anonymous was a little annoyed because everywhere she goes, she hears about all the events in Minneapolis being supported by the Legacy Tax.

She becomes exasperated when she hears the tax is supporting the Guthrie Theatre’s babysitting program while places like Bemidji get very little support (The commenter was not from Bemidji, its just one of my favorite Minnesota place names.)

If you follow the link to the Legacy Tax project tracking website the commenter from Minneapolis provides, you will see that the frequency and amounts of the grants made in southeast Minnesota tend to be higher than the rest of the state. (Though selecting arts only spreads the frequency out across the state, most of the money is still around Minneapolis.)

This brings up the counter-truth of yesterday’s post. Yeah, politicians will give the arts short shrift, but you need them to get anything at all.

When I was growing up in New York, the perception was that only NYC, Albany and Buffalo existed in the eyes of the legislature.

I think I mentioned before on this blog that when I was working in NJ there was a rule that a certain percentage of the arts funding had to be given to the southern counties. The intent was warped a little bit so that providing more money to northern arts organization was rationalized as benefiting the southern half because they traveled south to perform.

It wasn’t until a legislator from the rural south of NJ became speaker of the assembly that this changed.

Heck, the performing arts center I am director of is named for the speaker whose influence aided in its construction. (And actually, I just noticed today is his birthday.)

We all hate thinking about the process of currying favor and politicking, but there are plenty of examples to provide a lesson as to why it works.

Not So Special, Not So Dedicated Arts Tax

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A cautionary tale for the “Beware Politicians Bearing Gifts” file. (A pretty thin file given the relationship between politics and the arts.)

Four years ago, I posted about how the State of New Jersey was trying to ignore a law that guaranteed funding to the arts from hotel tax revenue. This was a particularly unwise move given that cutting funding to the arts meant the tax would go away entirely thanks to a poison pill provision.

In other words, for want of cutting a couple million from arts funding, the state would lose many more millions when the hotel tax disappeared due to making the cut.

The government received a lot of criticism for contemplating the move, including from a former governor.

Now there is a new administration and a new attitude. When the tax was created, it was contemplated that the funding for the arts would increase as tax revenue increased. The problem is where the previous administration had viewed the $28 million minimum funding limit as the floor they wanted to demolish, the current administration sees it as the ceiling they are happy to bolster.

Instead of providing more funding as more revenue comes in to the dedicated tax, the state is raking the excess revenue into the general coffers.

“…the tax generated more than $1.1 billion for state and local governments since it was introduced 10 years ago, but only $184 million has gone to the New Jersey State Council on the Arts, the largest of the four agencies that should have received a far bigger chunk of the money.

[…]

It’s a cautionary tale for supporters of a separate bill that would take a slice of the sales tax to fund the state’s open space and historic preservation programs, which have run out of money. It might look great on paper, but without the political will behind it, the promises are hollow.”

This story makes me wonder about the fate of the funds collected as a result of the tax increase that was passed in Minnesota to provide support to wildlife areas and the arts.

I know the Minnesota legislature has been asking if the Minneapolis Orchestra has betrayed the public trust by accepting funding but not providing concerts. My hope is that it is motivated by an appreciation of the arts and a desire to see them produced rather than a desire to scrap the funding.

Can anyone from Minnesota give me a sense of how things have worked out?

When You Invite An Artist To Dinner

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Last week I was invited to dinner to meet with a muralist who is in town painting the floodwall murals. I don’t mean to constantly harp on the small town charm I am experiencing here at my new job, but you write what you know, eh?

I have been thinking recently back to my childhood when my parents would regularly invite our teachers home for dinner. It wasn’t just my family. Every kid’s family seemed to take turns. We were all horrified because not only were our teachers invading our personal sanctums, but given we were Catholic school kids, our homes were being visited by nuns who kept us at the edge of terror!

I am not sure anyone does this any more, but this was the type of grassroots effort that let both the kids and the teachers know the community valued education.

I wonder if it might be effective to do the same thing with the arts where you invited your neighbors over to meet an artist.

I know a few groups that have house concerts by guest musicians as fund raising events. While that sort of intimacy offers a great experience, the type of people invited and the expectations placed upon them by the fund raising format aren’t really conducive to what I have in mind.

Having the party at the biggest mansion in the most exclusive neighborhood probably won’t make the arts appear accessible to new segments of the community either.

But a back yard cook out or dinner you would invite your friends to anyway, but in this instance you say, I would like you to come to dinner to meet this local/visiting artist, provides a low pressure environment that communicates that you value the arts.

The artist doesn’t need to perform or have their work on display. Just the fact they are the guest of honor to whom everyone is introduced at a gathering with good food and good company can be sufficient to influence attitudes.

http://www.youtube.com/watch?v=eLfb9hgmufI

What’s Your Culture?

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When I assumed my current position, I had hoped that I had escaped the need to complete long annual reports. I was leaving a region whose higher ed accrediting body has the reputation for being the toughest. So I thought, if I did end up having to do an annual report, it wouldn’t be too onerous.

Well, I was wrong. Under the guise of a lunch invitation to meet the rest of the university leadership, I discovered that I would indeed need to do an annual report. And it seems to be more extensive than the one I used to have to do.

In addition, the reporting protocol this year seems to be entirely new, giving rise to thoughts that this is a conspiracy against me by a universe that just won’t let me escape doing annual reports!!!!

While I am not looking forward to the task, one section of the report that I must admit met my approval inquired by department culture:

3. Please answer the questions below addressing departmental culture. As you answer the questions, please include examples from the past year illustrating your points.

a. Describe your department culture?
b. What influences your culture?
c. What theories or practices inform your culture?
d. How do you assess if your departmental culture is impacting the continuous improvement of your department and the institution as a whole?

 

I think reflection on organizational and departmental culture in this way can be important. Even within a performing arts organization, the culture of the tech, marketing, front of house and artistic areas are distinct from each other.

Discerning what influences your culture and how your departmental culture contributes to the organization as a whole can be contribute toward bolstering the positive and making a constructive effort to repair the negative.

It can help recognize the truth of dysfunctional dynamics if a department realizes a prime influence on their culture is acting as a buffer between two other departments to prevent them from throttling each other.

Yeah, acting as a peacemaker is a positive thing, but if the result is to delay or deflect conflict rather than effect a continuous improvement, it isn’t ultimately a constructive contribution.

Info You Can Use: We Are More Than Just Our Overhead Ratio

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Well, the timing could be a little better.

Part of the big news today is that GuideStar, Charity Navigator, and BBB Wise Giving Alliance joined together to sign an open letter to all donors asking them not to use overhead as a primary criteria for giving.

The letter does a pretty good job in a short space of discussing how inaccurate the ratio is and the consequences for non-profits when they feel they have to hobble themselves to maintain a low number.

The letter specific cites Stanford Social Innovation Review‘s article, The Non-Profit Starvation Cycle which does a good job explaining the problem in detail.

The reason why I said the timing could be better is because it comes on the heels of a weekend where CNN has been majorly featuring a story about charities that have been fleecing donors with the causes only getting 4% in some cases.

Now make no mistake, I am not defending a 96% overhead by any means. There are a lot of scams out there and it appears pretty clear that the organizations featured in the story set out to deceive right from the moment they generated names that sound very close to nationally recognized charities.

My concern is that to people unfamiliar with charities, the timing of the letter’s release makes it almost appear to be an apologist for the high overhead ratios these dishonest groups had. Especially since a picture of the website of the one of the groups CNN damns contains a claim that Charity Navigator gave them a 3 star rating.

The proximity of these two announcements aside, the public recognition that charities should not be judged on overhead alone is a real advance in the effort to get non-profits evaluated on less superficial criteria. It will likely still happen for some time to come, but it is an encouraging sign.

Stuff To Ponder: New Standard Discount Category

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I had some additional thoughts regarding the article by Alex Tabbarok I cited yesterday that I didn’t include for fear it would get lost in the entry.

Noting out how oriented toward higher education our society is, Tabbarok observes,

“College students even get discounts at the movie theater; when was the last time you saw a discount for an electrical apprentice?”

It occurred to me that extending a discount to trade apprentices might provide a continuous but subtle message that the arts are for everyone, not just the educated elite.

Obviously, this needs to be supported by programming and an attendance experience that isn’t intimidating. But I wondered if the passive act of providing a discount to laborers might succeed where active claims of the arts being for everyone have come up short.

You may not get many actual apprentices attending, but the act of publicizing the discount may contribute to a shifting perception of your organization.

The Apprenticeship Option

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Recently Marginal Revolution blogger and economist Alex Tabbarok linked to an article he wrote a year ago suggesting that the United States would be well served by adding a focus on putting students into technical apprenticeships to the current push to get kids into college.

He starts out by applauding the now familiar push by governors in many states to provide incentives to students pursuing STEM fields over Liberal Arts. “We should focus higher-education dollars on the fields most likely to benefit everyone, not just the students who earn the degrees.”

I particularly oriented in on the part of the article where he notes,

“In 2009 the United States graduated 89,140 students in the visual and performing arts, more than in computer science, math, and chemical engineering combined and more than double the number of visual-and-performing-arts graduates in 1985.”

Wow, that is pretty great, huh? But he goes on,

There is nothing wrong with the arts, psychology, and journalism, but graduates in these fields have lower wages and are less likely to find work in their fields than graduates in science and math. Moreover, more than half of all humanities graduates end up in jobs that don’t require college degrees, and those graduates don’t get a big income boost from having gone to college.

Most important, graduates in the arts, psychology, and journalism are less likely to create the kinds of innovations that drive economic growth.

I initially felt a little indignant at the idea that graduates in the arts aren’t spurring innovation. But then I started wondering if the arts sector needs to take a little responsibility for this. It seems this might be a result of a lack of training and good public relations.

There is an on going conservation about training arts students to take a more entrepreneurial approach to their work so there is already an acknowledgment that this is an area to be improved. Perhaps part of that training should emphasize not undervaluing your work so that people don’t undervalue the work that artists do.

In terms of public relations, I think there is a lack of circulation of stories about successful creatives like those I recently cited about the winners of MIT’s Entrepreneurship Competition (one with a BA in East Asian Studies and Chinese Lit., the other with a BA in Aerospace Engineering) and the Rotman School of Management’s design competition.

The main thrust of Tabbarok’s argument isn’t so much to diminish the liberal arts degree as to advocate for apprenticeships. He notes that some people are simply not suited for college but vocational education programs have a stigma of being the dumping ground for high risk kids. He points to the model of Germany (among other European countries) where students normally opt for technical training and apprenticeships that provide real world work experience while the students are in high school.

What appealed to me about this was the idea that if there is room in the day for a high school student to receive vocational training, then you have to allow that there is time in the day for arts classes.

But I am not suggesting that some kids be allowed to paint while the other kids go learn to weld. I think high school vocational training should seek to provide opportunities for students to train and apprentice at local arts organizations as well. Who says you can’t take some of your welding classes in a scene shop or art studio or that you have to do your apprenticeship in a shipyard?

Apprenticeship programs like this could strengthen ties between schools and arts organizations and reinforce the idea that vocational skills don’t have to be applied in purely practical ways.

On the other side of the coin, I have a vague recollection of reading an article that suggested many visual artists today don’t have a good understanding of the materials they use because they haven’t had a lengthy exposure working/playing with them. Even if my recollection isn’t correct, the opportunity to work with materials still exists.

The reality is, four years of college isn’t the entire key to becoming an artist either.

You Wanna Be Where Everybody Knows Your Name

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As I have stated before, I grew up in a rural setting in upstate NY and just before I started blogging, I worked at a rural arts and music center. But now that I am paying much closer attention to the lives of arts organizations and the communities they try to serve, moving to work in a rural environment has given much greater insight into the impetus behind Scott Walters’ efforts on behalf of rural arts organizations that lead to the creation of the Center for Rural Arts Development and Leadership Education (CRADLE).

There may not be the financial support or audience attendance in numbers that larger cities and communities enjoy, but the impact of arts programs and opportunities can be much more immediate and apparent. This is not to say there isn’t just as profound an impact in other places, just that the feedback loop is that much smaller. Because everyone knows everyone, even if a person doesn’t make a comment about their experience to you, you are likely to hear about it from someone else.

Case in point, I met an administrator at the university early one Friday, later that day he got his haircut. That night his hairdresser, whom I had never met before, said he made positive remarks about me.

What has been interesting to me is to have confirmation of many of the benefits we in the arts claim we bring to the community.

People from the local hospital told me my arts center is important to the health of their organization because they generally don’t have problems attracting doctors to the area, but after a year or two pressure from their families often sees them moving away due to lack of activities. The better a job I do, the better it is for them.

The community board which helps us fund the bulk of our presenting was invited to have a fund raiser at a local wine store. The board had a band playing and the store owner had wine and beer tasting. The community board made quite a respectable amount of money that night so they were happy.

The owner of the shop said the arts people attracted the type of clientele he was looking for. They came, they chatted, they browsed, they bought. He was happy. I think everyone hopes there will be another opportunity to do that again.

Yeah, you can say this only reinforces the stereotype of arts people as effete wine drinkers, but you can grab a six pack of Bud in the supermarket. This business owner is focused on attracting people who drink wine and craft brewed beer and smoke cigars and the arts board helped to deliver them.

On the other hand, there were many people to just stopped in to grab a six pack and bottles who picked up performance season information and bought raffle tickets so the store potentially delivered new audiences to the theatre.

The last incident falls into the “big impact/change of life” category. This past weekend the local arts council had its first ever community arts awards event in my theatre. It was actually pretty well put together for a first attempt. Each award was interspersed with performances by youth performers.

I was surprised to learn that not only does this small town have an organization that teaches kids to do aerial acrobatics, but that the school is under the umbrella of the local museum. I am going to have to check it out. It may give Nina Simon and her Museum 2.0 a run for her money.

Probably the most conspicuous example of the arts impacting lives was the honoree who had been teaching piano for 60 years and so had a legion of people, from music teachers to kids attending top music conservatories, speaking her praises.

Among the other honorees were the Irish owners of the local pub who declared “what good is a pub without stories and music to fill it?” and the owners of a plumbing supply house who between them have sat on the boards of just about every arts organization in town.

There was a visual artist who had moved from Seattle and was instrumental in the founding of the local visual arts center. Known to be something of a recluse, the awards organizers went to his studio and made a really nice video of him talking about his art and his process. I wondered if the reception the film received from the audience emboldened him a little because he spoke a fair bit when he went on stage to accept the award.

Granted, there is a big fish in a small pond element to all of this. In terms of reaching numbers, a performer doing a show in Tampa impacts the lives of more people in one night than one of those honorees might in a year. Many times that is what foundations and granting organization are looking for.

But as I sat there Saturday night, I couldn’t help but think that what was happening in this town was what many arts organizations dreamed of. The results of an interaction with the arts, both positive and negative, and the bonds it creates between people are so easy to observe.

Person A and Person B may leave an event and separately speak about their experience with Persons C and D, respectively. No only is there a high chance that C and D will meet and speak about the experience related to them second hand, there is a good chance C will meet B, another person who actually attended, and get their view on the experience. All four then share a common bond around the experience.

Unless all four travel in the same circles, what is the chance that this interaction will happen often in a city of 300,000? Here it happens many times every day.

Obviously, there is a downside to this lack of anonymity. I was both amused and a little uneasy about having the an opinion of me by someone I just met come back to me via their hair stylist at a wine tasting that same afternoon. I am certainly going to have to step carefully at times.

But it also strikes me that for those willing to listen, it can be very easy to collect a fairly accurate view of the community without the need to resort to a lot of guess work.

Speaking of drinking wine and beer, this entry title brought to you by Cheers, of course

Amuse Bouche Fund Drives

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So even though I am in a fairly rural area of Ohio, I have discovered that I have an embarrassment of riches when it comes to being able to access public radio broadcast streams. There are two from Ohio universities, one from West Virginia and one from Northern Kentucky. Despite the mountains I can hear each of them fairly clearly since there are repeaters located within a few miles of my workplace.

I tell you this provide some context when I say I heard a fund raising approach I liked but can’t for the life of me figure out which station I heard it on. I have visited each station’s website and Facebook page and still don’t know whom to credit.

In any case, one of these intrepid stations announced that now that the summer had started, they would begin “One Shot Wednesday” fund drives. Instead of having a week long fund drive, they were just going to make appeals on Wednesdays throughout the summer.

I thought this was a great idea because many people will tune away for the week of a fund drive and come back when it is over. Having it once a week repeatedly introduces itself into a person’s habitual listening. Since the disruption is contained to a small period of time, people may tune away for a day, come back again and then be reminded the next Wednesday around.

The station can better retain their listeners and expose them more frequently to the message that the station needs their support before a person chooses to tune away. And who knows, people may stay with the station throughout the Wednesday since the appeal breaks are short relative to other fund drives.

I have been trying to think of what the performing arts organization version of this might look like. Attending performances is not part of most people’s daily routine so there is no week long fund drive people might seek to avoid.

Curtailing the curtain speech appeal might make many audience members happy, but what more palatable alternative do you replace it with?

I know the board of my organization enjoyed calling people up to ask them about how much they liked the past season. The effort was well received all around. It would be possible to insert an appeal at that time, but if done poorly it would probably be a negative experience for all involved.

You might try having board members or volunteers chat casually with people in the lobby before the show and introduce the idea of supporting the organization. There is more of an opportunity to monitor that the process is done well and give notes on improving in the future. The only problem might be if the lobby is too small or if most of the audience rushes in at the last moment leaving little opportunity to speak with them.

I think the real question at the base of all this is- what are we doing now that makes people uncomfortable and what can we do to make it less so. That is what the one radio station did. They took the week long fund drive that everyone groans about and parceled it up across the summer.

I have no idea how successful it is, but from the way they spoke, they have done this before. Once I find the station again, I will try to do some further investigation.

But what ideas do you have to break up the often awkward process of fundraising into something more digestible?

They Call Me…The Stabilizer

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A couple weeks ago a job listing from Springboard for the Arts’ job board came across my Twitter feed simply listed as “Stabilizer.”

Intrigued, I followed the link and discovered that it was for the job as Climb Theatre’s accountant.

As you might imagine, many of the staff at Climb Theatre have non-traditional titles. While I wonder if “Leader of the Pack…Vroom, Vroom” might be a little too whimsical for the executive director and question how confident people might be at giving money to an organization with a “Gambling Manager” on the executive staff (Managing Director? CFO? Artistic Director?), I immediately liked most of the connotations associated with “Stabilizer.”

The only negative association I had was that the organization wasn’t fiscally stable and they were looking for someone to save them. But in the job description they say, “Happily, CLIMB’s financial position is quite solid and cash flow is not an issue.”

What I liked about the title was that it implied if you took the job, you would be an important part of the organization’s life rather than a functionary in the back office. The job description says that too, but that was the first impression I got directly from the job title.

The job title also hints that there is an attempt to make the job environment an interesting and enjoyable place to work.

Changing job title terminology may seem like an empty gesture in place of real change, and granted it often is intended to manipulate. However, there can be a difference in the way you feel about yourself as a result.

Would you rather be a sales clerk or sales associate even though the job is exactly the same? As a customer, do you think you would treat one a little differently than the other? The difference may be small, but they can accumulate over time to result in better esteem.

I am not advising a mass change of titles to make people feel better about their jobs. In performing arts organizations especially the performers and technicians get recognition and praise for executing a performance well. Directors, both administrative and artistic, get interviewed and asked to speak before crowds.

The back office people may know they are doing work that is important to the organization, but can easily feel they are interchangeable with any other accountant, human resource officer or receptionist in an organization where so many are recognized for specific and often unique contributions.

In small non-profits where rewards of any sort are especially hard to come by, it can be especially important to make everyone feel like they are an integral part of the staff who would be difficult to replace.

Crazy titles will certainly come across as disingenuous if it isn’t part of the existing organizational culture. Besides, something unique to your own business culture will go further in making someone feel they are unique.

And by the way, if the job sounds appealing to you, you have until June 10 to apply

Info You Can Use: Let’s Play Find The Exploitative Clause

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About a month ago, I wrote about webcomic Penny Arcade’s online reality competition Strip Search which is aimed at finding the next great webcomic artist. (By the way, both the comic and the show are often NSFW)

I had mentioned that it seemed like the aim of the show was to use the Penny Arcade fame to help advance the careers of these artists.

I think their most recent episode of Strip Search provides a model for teaching arts students of all stripes about contracts.

Penny Arcade has famously signed away the rights to their intellectual property at least twice and only regained it by dumb luck. This is a topic near and dear to their hearts. I have seen the creators, Mike Krahulik and Jerry Holkins, and their business manager, Robert Khoo, talk about it in interviews and convention panels a number of times.

Khoo is probably the only business manager in the gaming world to achieve hero status for saving Krahulik and Holkins from themselves and helping to grow their company.

In this episode they have the contestants read through an exploitative contract and then go in and talk to Khoo about what they want struck or changed. Khoo basically plays a bumbling idiot in the negotiations because the whole point was to get the artists to evaluate the contract rather than necessarily deal with a combative negotiation environment.

Also, because it was a contest they only had a set amount of time to evaluate the contract and conduct negotiations. In real life situations everybody acknowledges the importance of investing all due care reading contracts and consulting with an attorney.

After the contestants spoke with him, Khoo mentioned that there were two basic approaches to the contract they could have taken. Either decided what their core values were and question whether the contract achieved or impeded those values or go through line by line analyzing each condition (or obviously a hybrid of both).

Because a classroom setting is similar to the contest environment with only a limited time to evaluate a contract (even if a student gets to take it home over the weekend), having a similar opportunity to look at a contract with many elements not in the artist or organization’s best interest and then roleplay a negotiation could certainly be helpful to arts students.

One of the things I never thought I got enough of in grad school was contracts. We got to look at a few contracts to see the sort of things that went into them and I got to read all the Actors Equity handbooks I wanted.

There really wasn’t a discussion about the type of things you would want to change because it wasn’t in your best interest.

Many people may be under the impression that a contract is something that you need to comply with as best you can if you want to do business with them at all. I think there is a basic assumption that the other party is acting in completely good faith and little acknowledgment of the possibility that the other guy may be trying to fleece you to the fullest extent possible.

Most people acting good faith with a reasonable bias toward themselves, but you had still better read the contract every single time it gets set before you.

Drop And Give Me A Sonnet

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Recently, (though it could have been 6 months ago the way time flies for me) Howard Sherman pointed back to a Huffington Post entry he did a few years ago about how the theater community looks derisively upon community theater.

I don’t know that this will ever change. But I recently got to thinking in the context of the Pro-Am trend where people are making greater efforts to hone their skills and knowledge, should community theaters be pushed to do and expect more to serve the needs of Pro-Ams and improve their own proficiencies?

Even though this proposal may see funding diverted away from larger established organizations (which has actually been suggested often in any case), in the long term it may benefit the arts in general.

Now that I am back living in a rural setting, I drive past volunteer firehouses regularly. It got me to thinking, not only are these firemen volunteering to run into burning buildings, they have to undergo 50-100 hours of training, refresher training, maintain good physical condition and show up to a certain percentage of calls to qualify for the privilege of risking their lives.

Not to mention mundane maintenance, housekeeping and fund raising duties.

I started wondering if maybe there needed to be a bit of a cultural shift for community theater groups toward requiring people to take classes and training in order to participate. I know there are many organizations that are pretty substantial and offer classes, but most come together on a project by project basis and don’t engage in a larger education effort.

Those who work backstage have the best chance of gaining additional skills because they are often being taught by people with some sort of construction background. Still, often novices are integrated into the effort without much safety training in advance. And they can be limited to only learning the techniques the most experienced person knows if there isn’t any effort to bring in outside experts.

I think actors might suffer most if they are only involved on per project basis. They gain the experience of performing and can certainly advance. But since the director is responsible for guiding many people, there is really no opportunity to instruct actors about techniques and the process of experimenting and exploring one’s options.

Having classes can enhance the value of the organization overall. Teaching is an effective path to learning so even if the group handles the classes entirely internally, they end up a little better off than when they started.

Bringing in guest teachers for seminars, whether it is a person from the community theatre the next county over, a professor at the local college or a designer from the big city, is even more ideal. (And maybe the experience will cut down on the derision a little.)

Now you may think it an awful idea to require people to attend classes if they want to participate in a performance because it puts up a barrier to entry at a time when the arts are trying to be welcoming to all.

But I wonder if a lack of this sort of rigor has resulted in the attitude we are seeing today that artists shouldn’t want to be paid because they engaged in a fun activity. Taking a class won’t necessarily guarantee a person will become any more skillful, but they will be more aware of the dedication and investment involved.

I don’t think having a requirement that if you want to participate, you should want to get better, is that onerous.

The classes don’t even necessarily need to be separate from the rehearsal process, though only having them as part of the process is actually more elitist because the training is limited to those who are cast.

When you think about it, when sports teams practice they don’t arrive at the field and move to their assigned roles. There are a lot of drills that focus on the fundamental skills of the game, improving physical condition and endurance. Players are asked to perform outside of their accustomed roles. There are clinics occasionally given by skilled practitioners.

This happens at all levels of play because the expectation is that you will strive to be a better player at the end of the season than you were when you came to the first training session. People who aren’t willing to make that commitment get cut from the team.

So that is why I wonder what sort of results would we see if funding and influence were directed toward creating an environment where honing skills became the norm.

I have been thinking for 20 minutes of a way to say it without it sounding condescending without much luck, but this bringing influence to bear would of necessity include a culture shift which saw “professional groups” partnering with community groups to provide training and assistance. As I said, I don’t think there will ever be a time when community theater will be viewed with complete parity by professional groups, but the gap will never close without increased interaction.

Business Plans Enhanced By Creative Mediuum

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I was really happy to see that MIT required the projects submitted to their annual $100K Entrepreneurship Competition to have the arts at the core.

The impetus for making this a requirement:

“came to Magee when he was sitting in on business pitches and noticed that many of them could have used an artist’s touch. “This isn’t just about businesses that need a graphic designer or have a beautiful website,” he says. “It’s about businesses with arts at their core.”

The committee for the competition received 40 submissions, but only half met the requirement of having arts at their core.

This reminded me about a post I did on the competition that University of Toronto’s Rotman School of Management held last year where the teams including design students offered a more compelling and engaging pitch than the MBA students.

It reinforces the value those with creative degrees bring to business and points to the necessity to train creatives how to bring that value to businesses.

The winner of the MIT contest was a site called Mediuum and described as “a sort of iTunes for art, providing access to digitized art works for the masses.”

According to the team’s project page,

The art market is a $40 billion annual market, but is riddled with problems that alienate its largest potential consumer base. Digital consumers are habituated to the instant access and gratification they enjoy with other cultural content, like music and movies. By comparison, finding art they like is expensive and time consuming, and there is no digital solution.

Enter Mediuum:

Mediuum lets people discover, display and enjoy the art they love most, on digital screens. We combine an online marketplace of exceptionally high quality work by the world’s most talented artists with a platform that allows people to display that art on any screen. Our solution is creating a new online market for art discovery and consumption.

I visited the site and was a little disappointed. The only way to get on is the request an invitation. My first thought was that this was a reflection of the elitism that everyone accused the arts of perpetuating and an aspect of the alienation the project page referenced. The only way to access the art is to meet the approval of a gatekeeper.

I submitted a request for invitation and received a message that they would get back to me. Over 24 hours later, I still haven’t received a reply.

Now that being said, there have been many new online services that have required you to receive an invitation during the early stages. This has been the case with many Google products, including Gmail. In time, Mediuum may be easily available to all.

Or it could just be taking the problems of bricks and mortar establishments to the Internet.

Watch Out Ohio!

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Yesterday marked the last of a series of entries I prepared at the end of March to cover the move to my new job in southern Ohio. After Memorial Day, I will be returning to my regular Monday – Wednesday publishing schedule. Though for many of you, it will seem like a new schedule given that even if I finished an entry at 7 pm Hawaii time, it was already midnight or 1 am the next day on the U.S. East Coast.

Like many of my new colleagues and neighbors, you may ask why the hell I would want to move from Hawaii to rural Ohio. There are some economic and personal reasons, but the local and state arts environment had significant influence on my decision to move.

Even though Cincinnati is a 2 hour drive away, the existence of organizations like ArtsWave and the support for the arts expressed and shown by Mayor Mark Mallory was very influential.

In the last couple years I have written about cooperative efforts of arts organizations in Columbus and mentioned the intriguing seating arrangements and audience relations practices of the Great Lakes Theater and other arts organizations in Cleveland.

The same state of interesting arts relationships permeates even the small town in which I now work. A very dedicated local community board has partnered with the university to present a performing arts season every year. They do a fairly significant portion of the fundraising for the series. I attended a board meeting the week before my official start date and was astonished by the sponsorship report that was given, in large part due to the graciousness and wisdom shown by one of the major sponsors.

Certainly, there are plenty of opportunities to advance the program for me to sink my teeth into and I look forward to it with relish. (Though apparently chili is the condiment of choice for hot dogs around here.)

I also look forward to plugging into the greater arts community throughout the state.

Rejoice Ohio, the state just got a little better now that I am here!

There Are Intangible Rewards

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A few years back, I followed my examining the idea of Quality in Zen and the Art of Motorcycle Maintenance with a question that still percolates in my mind. I had wondered if valuing feedback over a specific grade might be a predictor of an inclination toward non-profit work.

I had based my question on the idea floated that there was a single survey question that could predict customer satisfaction.

I had wondered if there was any research career counselors used that might point even tangentially in this direction.

I also wondered if grades and test scores were de-emphasized in schools in favor of feedback, would we see a shift in the national culture of the U.S. that resulted in less political antagonism and fewer banking scandals as the importance of conspicuous evidence of “winning” diminished.

Quality Endures

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If you have ever read Robert Pirsig’s Zen and the Art of Motorcycle Maintenance, you know he engages in an examination of the concept of quality. I wrote a bit about how it applies to the arts a few years ago.

In the post I made the following observation:

We go before legislatures and tell them that they should be concentrating on all the lives that have been changed and not numbers served when choosing to fund the arts. But when we get back to our offices, damned if it ain’t a lot about the numbers, eh?

In his book Pirsig talks about how he decided not to let his students know what grade they got on a paper but instead give extensive feedback about the work they did and how to improve. The students went crazy. The comments on the quality were well and good, but they wanted a quantitative measure of their success.

When you are running an arts organization it is much the same way. You love the comments about how great the show was, but what you really care about are a satisfying number of butts in the seats (or butts passing through the doors if you are a museum/gallery.)

I think we still face the problem that art for art sake doesn’t pay the bills. The numbers, both in attendance and income, drive us just as crazy as Pirsig’s students because it is the easiest thing to evaluate success on.

On the other hand, as I noted, in the absence of grades the A & B students rose to occasion and did better, the C students either improved or hovered in that territory and the D & F sunk. We all know that not all great artists garner the attention, and certainly the monetary compensation, they deserve. But many of them continue producing great art because they are either motivated internally or by the praise they receive.

Professor Longhair and Earl Carroll of the Coasters, both took jobs as janitors when their careers faltered. Both their careers came back to a degree, Carroll for example was the subject of a kids’ book, That’s Our Custodian, and toured with the Coasters on weekends because he seemed to value being around the kids.

“Mr. Carroll told The San Diego Union-Tribune in 1988. “When they found out I was a rock ’n’ roller — I was on the 50th anniversary of the Apollo with Bill Cosby — the kids couldn’t believe it.”

He added: “Now they call me the star of the school.”

What endures in people’s minds about their experiences with the arts often doesn’t include the size of the crowd. Sure I remember attending a U2 concert with thousands of others, but I don’t remember the size of the audience for my first Broadway play (Peter Pan with Sandy Duncan) or the Steppenwolf company’s production of The Grapes of Wrath.

It’s the butts in the seats that make doing the show possible and it is a sad thing that talent often goes unrecognized and labors in obscurity while trendy, flash in the pan products get recognition. It is the quality of the people, both on stage and in the audience, that often makes being in the seat worthwhile and endures in spite of the absence of recognition.

Modulating the Flow

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A few years back I was reflecting on a study that found arts administrators sought online data and learning opportunities that were relevant to the challenges they face. The problem, as you might imagine, is that they didn’t feel there was enough time in the day to sit down and read articles, much less seek them out. They wanted some sort of information delivery system, but didn’t quite know what those tools looked like.

At the time, I had the insight that this was the same challenge many potential audience members faced. People who may not have participated or attended arts events, upon maturing personally and financially, might desire to start becoming involved but don’t know where to learn about doing so.

At the time my suspicion was that whatever delivery system solved the arts administrators’ problem could probably be used to provide information to audiences.

But now, 6-7 years on, I am not sure a solution as arrived for either group. If anything, the situation has become even more difficult due to need to choose from among a greater proliferation of choices. There is far more information flowing from arts bloggers, forum discussion groups and social media sites like Twitter and Facebook. But there are no consolidated, dependable sources of information to tap into. The individual must attempt to curate their own information.

Even though I am judicious in who I follow on Twitter and via my news reader, it is often all I can do to keep up with the flow of information coming to me. If I weren’t motivated both by a desire for professional development and material to blog about, I think I might give up on making a serious effort to stay current.

But your mileage may vary as they say. If anyone has found a method to gain the professional guidance and information they seek and not become overwhelmed by the experience, please share it.

Likewise, if you know of a good resource for audiences seeking orientation about the arts that doesn’t condescend, let me know as well.

Everyone Wants To Be A Leader

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If you do a Google search for Management vs. Leadership, you will likely find the top results imply it is much better to be a leader than a manager. (Though the Wall Street Journal guide says you need to simultaneously be both.)

However, as I noted in a post some years ago inspired by Drew McManus’ thoughts, a leadership approach can be detrimental to your organization.

I searched again this year and if anything there are only more articles that point you toward leadership over managing. Many portray managers as authoritarian and inflexible. However, as I noted in my entry there are those who acknowledge the need for both roles and the capacity of managers to be flexible and creative.

One of those I quote suggests that what might be contributing to the view of management as being detrimental to companies is that there is such a push toward leadership, no one is investing the time to develop excellent management skills.

Going Back To The Farm

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One of my favorite posts was one I did covering a grant report made to the University of Wisconsin-Extension, Putting Culture Back into Agriculture.

One of the great things about the report is that it talks about the impact of the Wisconsin Idea on the arts in that state with artists crisscrossing the state helping farmers and townspeople learn how to paint, write plays and learn how to sing together.

I put a number of great quotes in my entry, but one I omitted which seems just as relevant now as it was when UW-Madison President Glenn Frank said it in 1925:

There’s a gap somewhere in the soul of the people that troops into the theater but never produces a folk drama…. The arts are vital, if in the years ahead we are to master instead of being mastered by the vast complex and swiftly moving technical civilization born of science and the machine….

Even if you don’t see your organization as serving a rural community, the reflections by the grantees about what they did wrong in their approach to serving their community, how they rectified it and how things turned out splendidly just the same.

It isn’t often you see this sort of humility in grant reports and it can serve as an example of what to emulate.

It Only Appears A Mockery of Reality

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If you look around at all the negotiations between the boards of symphony orchestras and their musicians and wonder how it can all go bad so quickly, some entries in which Drew McManus recounted mock negotiation exercises he conducted might give some insight.

While I was looking back at old posts for topics to revisit while I moved jobs, I came across an entry that reminded me about the exercises Drew had run. It all seemed so timely that I knew I had to call attention back to them.

Drew recounted his experiences running mock negotiations with Andrew Taylor’s graduate students at UW-Madison in two parts.

The first part was pretty fascinating to read about as the students immediately identify problems with the accuracy of the financials they, as the musicians negotiating committee, were given by the orchestra management.

“students seemed to expect that this was all some mistake and they would receive the “correct” figures at some point. In several cases, students claimed that an organization’s figures simply couldn’t be this messed up but I helped them along with relating a number of real life examples so they could begin to establish a useable frame of reference.”

Upon realizing that Drew hadn’t misunderstood the “mock” part of the exercise to mean he mocked them with absurd scenarios, those playing the part of the musician negotiation committee begin to get very angry. They accused the management of incompetence in the face of what Drew notes are no-win proposals orchestra musicians are often faced with.

Drew had previously run the same exercise with music students at the Eastman School of Music. What happens next may be illustrative of the difference in outlooks between music students and management students.

Instead of coming back to the table with a counteroffer,

With a certain sense of smug satisfaction, they informed management that they believe the organization is being mismanaged and unless they were presented with a better offer, they were going to break away from SimOrchestra and form their own, musician run, ensemble. In a sense, they were going to take their ball and go home.

… I then inquired if they put together a counter-offer that would provide the board with a better idea of what the musicians found acceptable. They informed me that they did not have such an offer and, furthermore, they refused to craft a counter-offer and reiterated that they felt confident that they could create an organization that had an annual budget equal in size, compared to what the board was currently offering them all while creating a better artistic product than is currently produced.

That pretty much brought the exercise to a close. Drew discusses the debrief in the second entry on the exercise. The students were eager to learn how they, as managers of the future, could avoid the mistakes and problems they perceived in the management’s offer, including the error filled financial statements.

Another student was curious how musicians could come back with a counter-offer at all given that the management’s initial offer was so egregious. They said it would be extremely frustrating to present a counter-offer that management would perhaps perceive as ridiculous as the musicians found management’s offer. “So what happens then, do we just keep going back and forth until we meet in the middle?” the student asked.

Unfortunately, the answer is both yes and no. Nevertheless, this question opened the door to another core component of the mock negotiation session: the environment of collective bargaining agreement negotiations isn’t black and white. Instead, there’s an inherent political dynamic which increases proportionally based on the severity of the negotiating atmosphere.

[…]

Based on conversations with some of the students later that afternoon and the next day, I observed that they were beginning to understand that, as the managers of tomorrow, they need to be prepared to enter into an administrative world that is neither perfect nor cut and dry. They also learned that they can’t rely exclusively on their academic management skills to get them through the woodshed experiences all organizations face at some point in their development.

Drew also wrote up a comparison between the UW-Madison session and the Eastman School of Music sessions for those who are curious.

As I went back to re-read these these entries in the context of all the contentious contract negotiations that have occurred in the intervening seven years, I wonder if administration and musicians both found themselves in situations as impossible, if not more, than the scenario presented to the students.

Even in the face of an unfair labor practice complaint that Drew notes would have resulted from the musicians walking away from the table as the students did, I am surprised we haven’t seen at least one group of musicians stand up and decide to form their own new organization.

The fact that they haven’t may be a testament to the difficult operating environment orchestras face and a recognition that it isn’t so simple to avoid the ridiculous set of circumstances with which the students were presented.

Themed Seasons Revisited

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Back in 2012 Trevor O’Donnell posted 10 Deadly Sins Marketing Clichés., one of which was anniversaries. He pointed out that while milestones were once of some value as hooks for news stories, that isn’t the case any more.

That reminded me of a post I did about a meeting I attended where a freelancer who wrote for a number of publications told all those assembled that themed seasons weren’t really of interest to media outlets anymore either.

But I wondered if themed seasons shared across different arts organization didn’t have some attraction for audiences. I had noted that one place I worked participated in an Oscar Wilde themed season which included a “Go Wilde!” card people could use for discounts at each venue.

Granted, that was over a decade ago, but I am still curious about whether readers have had any experience mounting a similar program in their communities.

People might be interested in a program where they were guaranteed some sort of prize for visiting 4 out of 10 events in the course of a year and getting a passport stamped. Anyone who completed that much could be entered into a drawing for a greater prize.

If you encouraged people to post pictures of their passports on Facebook every time they attended, that could generate some buzz for the program. Not to mention, people could point to their social media post to prove their attendance if they lost the passport half way through the year and had to get a new one.

In Dreams Begin Responsibilities

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I had a “where are they now” moment looking back at an entry from 2006 where I mentioned the MacArthur Foundation had given a $250,000 grant to Edward Castronova to develop Arden: The World of Shakespeare.

The idea was to create the environments out of Shakespeare’s plays and allow people to play in as realistic as possible an environment. At the time I commented,

“I wonder if playing the game might not provide good research for actors. Find out how a peasant might have really felt after spending hours of drudgery online. Want to discover real motivation for delivering Henry V’s St. Crispen’s Day speech? Get ye to the Battle of Agincourt. (Of course, you might be felled by dysentery on the way if the game keeps things realistic.)”

So I wondered what ever happened to the game because I hadn’t heard of its release. Turns out, it never got released. The ambitions and motivations didn’t align with player values.

For example, one of the lessons Castronova says he derived from the experience was,

Think About Your Audience
“We put Arden in front of Shakespeare experts and they loved it. We put it in front of play testers and they yawned. We’d get feedback like, ‘I talked to that Falstaff guy for a while and got a quest to go repair something. I logged out and never came back.’ Too much reading, not enough fighting. Arden II will be more of a hack-and-slash Dungeons and Dragons type of game.”

There are probably a ton of audience relations lessons here for arts organizations, but I also saw some common incorrect assumptions shared by amateurs and other inexperienced parties about what it takes to do things full time.

I often have people who rent our theatre complain that the amount of hours we estimate their event will take is inflated, protesting that theirs is a simple show. People don’t realize that even with all the technology available to us, it is not easy to maintain the illusion that things are proceeding seamlessly without a number of people running around backstage communicating with various parties and executing a dozen tasks a minute.

Among Castronova’s other tips are not to be overly ambitious and to have appropriate staffing for the job. The thing is, even experienced groups are just as apt to underestimate requirements.

Performing arts organizations are well aware of the time and resources they need to invest in projects having done them many times over the years, yet they will often create new programs and assign them to already overburdened departments with the assumption that it won’t require too much more effort to take it on.

And that is often true, unless, you know, you want it to look half way decent.

(Title of this entry comes from an epigram to W.B. Yeats’ book, Responsibilities.)

Training Handbook That People Always Have On Hand

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Ten years ago, Inc.com anointed the employee handbook for Ann Arbor, MI’s Zingerman’s Deli as the World’s Best Employee Manual.

In all likelihood they have anointed other handbooks as the “best” since then, but from the sample pages from the handbook they have on the website, you can see that the fun handbook is something an employee would pay attention to. According to the article, Zingerman employees often carry the handbook around with them.

Since then, Zingerman’s has grown to a whole “community of businesses” run by managing partners whose vision the deli’s founders have supported. One of the businesses is actually a training arm that trains employees and conducts seminars for other businesses looking to learn about their methods.

Even if you aren’t interested in the training, the sample pages provide some good examples to emulate for your own staff and volunteer manuals to help keep the training in their minds and hands.

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Butts In The Seats by Joe Patti is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License.
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