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Sing Your Way To Cleaner Water

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There was an interesting TED conference video about the power of arts to drive social change from a November session in India. I have seen performance pieces that deal with sexual assault and violence before, but the speaker, Mallika Sarabhai, shows examples of using skits and songs to advance public health concerns. In this case, to teach people to filter their drinking water through clean cotton cloths folded eight times.

Some of her examples are polemical, but after finishing her first piece she points out that a performance about a controversial topic is a lot more palatable than walking in the room and announcing that you are going to talk about the controversial topic. She argues that social leaders who strive for change need to harness the universal language of the arts to bring it about.

My favorite quote: “You have treated the arts as the cherry on the cake. It needs to be the yeast.”

My First Solicited Book Review

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Disclaimer
I recently received a request from the authors of Performing Arts Management: A Handbook of Professional Practices to review the book. (Actually, it was from one of their student assistants.) While I have read and summarized books on this blog before, they have been books I have been interested in reading rather than ones I was solicited to read. The only consideration received for this review was a free copy of the book. When I was asked if I would like to read the book, I told them I was interested in learning more, but made no promises I would write a review, much less say anything nice about it.

My Approach
I am not going to even attempt to approximate the format or voice of some of the more prestigious book reviews. Mainly my approach is going to be as a person who used theatre management texts both as a student and as a professor, seasoned with my experience working in the industry.

Overall, Great
By and large I thought the book was really excellent as a resource. Nearly every time I made a note that they hadn’t covered a topic, I later came across a chapter segment where they handled that subject in great detail. The authors, Tobie Stein and Jessica Bathurst, conducted a massive number of interviews over a number of years which yield a great deal of practical advice.

Weaknesses First
Most of this entry is going to praise the book so I thought I would get the few criticisms out of the way first. Though they were extremely thorough and detailed in most areas, one of the subjects that I would have liked to see covered was volunteer recruitment and the care and handling thereof. This includes board recruitment. Given the importance of these two groups and their comprehensive coverage of so many other areas, I was really surprised there was very little about recruitment, cultivation and retention of volunteers.

New York City Is The Center
The other thing is that the book is VERY New York City and theatre oriented. This is probably no surprise given the authors live and work in New York and Brooklyn. Many of the people and prominent organizations they need to interview are located there. There are mentions of arts organizations outside of New York like the Kennedy Center, Guthrie Theatre and New England summer stock theatres, but everything seemed to come back to New York. Discussion of Las Vegas focussed on how Broadway shows were abridged for Vegas audiences. There are interviews with people from other disciplines certainly, but so much seemed to orient on theatre.

The section on touring seemed to assume that the reader would be presenting a touring play or musical. In some regard, these are the best disciplines to cover because all the unions potentially involved gives something of a “worst case scenario” of the issues that might need to be addressed in a tour. The options of music and dance are mentioned and some of the agents interviewed mention the dance companies they represent. But the focus was so heavily on plays and musicals, I am afraid students using the book might think that is the only sort of touring that goes on.

I was also concerned that people who intended to work in other parts of the country and present differ types of performance may feel the book didn’t contain anything of value for them. I think this is especially true these days when arts organizations have to be more nimble with the type of shows they present and produce. At the very least, it would have been nice to have a contract for a dance tour or musical group included in the examples at the end of the touring chapter.

No, Performing Arts Management Isn’t Boring
The final thing I thought was a weakness for the book was employing the “professional input quote” technique in the first chapter. For most of the book, these quotes are extremely valuable and add great insight. I will even mention a couple instances later. In the first chapter, it drags it down. Here is an example on the second page of the chapter. In the first full paragraph starting with “Commercial producers organize…” The authors took three different interviews with people in different times and places and made it sound like they were participating in the same discussion.

As I read, I could see this book from the student’s point of view. If these were the sort of discussions arts managers had, the job was deadly boring. What was quoted weren’t interesting anecdotes, but rather dry definitions of commercial theatre that were probably better just stated outright rather than quoted. These definitions were made more difficult to comprehend by the inclusion of lengthy background information on the person being quoted. Do I really need to know that Sean Patrick Flahaven is Managing Director of the Melting Pot Theatre, a small off-Broadway non-profit producing theatre to absorb the fact that “The goals of the commercial venture are to first payback its investors, then make a profit and then make something with artistic integrity.” That is his only contribution on that page and he doesn’t appear again until three pages later.

As I have have mentioned, the practice of quoting people is very valuable throughout the rest of the book. There are times later in the book when quotes are also used to provide dry definitions, but they appear amid varied information and citations. But at the time, I was just dreading the whole book was going to be like the first chapter and wondered what I had gotten myself into when I agreed to read the book.

Where It Was Strong
Okay, having gotten that out of the way. I was really impressed by a lot in the book. It was much better than the text I had learned from *mumble* years ago. The comments from different arts professionals interspersed throughout the chapters made good on the promise of the book’s title to discuss the practice of arts managers.

Producer Richard Frankel’s story about how Mel Brooks and Susan Stroman turned the process around and “auditioned” producers for the production of The Producers was great. The way he described the lengths he went to make his proposal stand out was reminiscent of the things actors will do to get themselves remembered at auditions.

Brooklyn Academy of Music’s Peter Gee discussion of the way they decided to furlough employees in the wake of the financial downturn following September 11 was very relevant to the current times.

Well Supported and Designed
Every chapter has examples appropriate to the subject matter. Many right from the people cited in the chapter. I was impressed with the amount of material included in some of the chapters. Charts, graphs, spreadsheets, etc from multiple organizations were included in many chapters so that the student has examples from groups of different sizes and budgets to compare.

The thing I appreciated in terms of classroom activities was that there were discussion questions and occasionally activities/exercises after every section of a chapter. I know as a student that I would skip over the questions at the end of a chapter unless otherwise assigned. The placement of these questions are good on many levels: They are harder for the student to avoid. If a student doesn’t quite understand what they should derive from a section, the questions immediately emphasize what concepts were important in the preceding text. The questions are valuable to a professor for the same reason–if students don’t seem to grasp a concept, the questions are readily available to facilitate learning and reduce pressure to think of discussion topics to lead students to comprehension.

Clear Investment of Time
What impressed me most was the time spent on some of the subject areas. In text books I have encountered before, mission statements received a few paragraphs. In this book, there was an entire chapter on crafting mission statements and how they fed into visions statements and formulation of organizational strategy.

The legal considerations surrounding the decision to found a for or not-for-profit also received an entire chapter. Included was information on filing for non-profit status, including the forms needed and the time line for gaining state and federal approval of your application. While I said I was disappointed that board recruitment wasn’t covered, I thought the book did a very thorough job discussing bylaws and board structure and responsibilities.

I also really appreciated the treatment the book gave Educational Programs. They talked about structure and how to set them up. Included were tips on creating professional development opportunities for teachers and teaching artists. There were some nice examples of program evaluation forms at the end of the chapter.

Since many of my duties include facility management, I was happy to see a chapter on that topic. The examples of forms and policies at the end of the chapter were as long as the chapter itself. There was a chapter devoted entirely to labor relations familiarizing the reader with pretty much every organization representing artists and labor that one could conceivably ever deal with.

I was also impressed by the amount of time the authors devoted to discussing how a agent puts a tour together in the touring chapter. I have never seen the process covered in a text book before, much less in such detail. (I have also engaged the artists represented by one of the agents so I was glad to see him getting so much space.)

I think the strongest statement on the reality of the arts was that the longest chapter in the book was on how to develop a funding base followed in length by the chapter on ticket selling strategies. Again, there were a lot of good examples at the end of the chapters and the authors really encouraged people to take a realistic view of their organization and place in the community when it came to positioning themselves as a cause worth supporting and patronizing.

Good As General Resource, But What About The Students?
Most of the textbook could serve as a general resource for anyone becoming involved with presenting and/or producing performances. And of course, since that is the goal of many students who will use the book, it succeeds in that respect. But for as long as I have been involved in the performing arts, there were a few sections that provided entirely new information to me (e.g.- detailed discussion of non-profit incorporation process). So I will be holding on to this copy.

The one chapter that is particularly valuable to students though was on internships. One of the biggest challenges for students is getting a meaningful experience out of their internship. Not only does the book come right out and say this, but like the rest of the text, student anecdotes about their interning experiences fill the chapter. There is a detailed discussion of how to seek and land internships as well as what to expect.

Should It Be Included?
This chapter also delves into organizational dynamics a little bit too. This is an area I was a little on the fence about in respect to whether more should have been included. Some arts management texts I have seen do include a discussion of this topic. Is it crucial to learn if you are getting into performing arts management, especially given the length of the book already? That is hard to say. While we are all generally subconsciously aware of organizational dynamics operating around us, I personally found it helpful to have the different ways decisions are made in an organization pointed out to me when I was in school. Given the informal structure of many arts organizations, there are often systems in place by which things get accomplished which have no relation at all to job titles.

So anyway, there is its. Performing Arts Management: A Handbook of Professional Practices by Tobie S. Stein and Jessica Bathurst. It seems a valuable resource thanks to an incredible amount of research and interviewing. (The footnotes for each chapter will knock your socks off.) I plan to keep my copy for quite awhile.

Staying Married To The Artistic Process

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I came across an interesting article in The New Republic, by way of Arts and Letters Daily that suggested that a shift in business school orientation partially contributed to the loss of manufacturing jobs in the United States. At one time universities focused on training graduates to manage manufacturing businesses and often had mini-factories on campus to give students practical experiences.

The focus since about 1965 has shifted to finance and consulting. While this has been largely beneficial for the economy, (until they started creating bad financial products), it is one of the reasons why the country has become weaker in manufacturing. That has been pretty bad for the country.

“Harvard business professor Rakesh Khurana, with whom I discussed these questions at length, observes that most of GM’s top executives in recent decades hailed from a finance rather than an operations background….But these executives were frequently numb to the sorts of innovations that enable high-quality production at low cost. As Khurana quips, “That’s how you end up with GM rather than Toyota.”

At first this was just an interesting theory to me, but then I realized that this describes exactly what people are afraid will happen if arts organizations are “run more like a business.” The fear is that decisions will rest entirely on return on investment and will be divorced from the manufacturing process as it were.

There was a time I would not have imagined that any arts organization would have a disconnect between the administration and the artists. I assumed that the administrators would be passionate about the arts with which they were associated. Why else would someone work so hard for so little pay?

Nearly five years ago, I cited observations that orchestra administrations were disassociated from the performances and performers. Given all the conflicts and closures since then, I don’t think the overall environment has gotten any better since. I also don’t assume that this situation is necessarily unique to the orchestra world.

In the last week I have heard Michael Kaiser on his Arts in Crisis tour and Andrew Taylor debating the utility of the arts management degree. In both conversations there was an obvious focus on training arts managers well. But the necessity for training boards well was mentioned too.

It seems to me that maybe the need to advocate the intrinsic value of the arts is necessary internally in addition to external constituencies. Perhaps one of the dangers of emphasizing the economic contribution of the arts to the community is that it creates greater expectations for boards and administrators that the art and its creators be ever more economically viable as well.

Squatting As Economic Stimulus

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In the last year I have posted about businesses encouraging the presence of artists in Philadelphia and London as a strategy for filling empty store fronts and infusing vitality into neighborhoods. I also wrote about artists taking advantage of obscenely low real estate prices in Detroit to purchase properties and establish a little artist colony in that city.

So I read with some interest a Guardian story about an cultural organization in London which is, though they reject the term, squatting in the high rent commercial district. The aim of the group, The Oubliette, is “to support the arts without the need for public or private sector funding.” (Appropriating involuntary in-kind donations of space from the private sector doesn’t seem to be a problem, however.)

The group does a little work prior to “moving in,” generating a business plan and proposal which highlights, among other things, the security they bring to the empty property.

They even have a sort of business plan, which they plan to tout around the capital’s wealthy property magnates. The goal? To persuade the rich to lend their empty properties to the Oubliette to use for exhibitions, concerts and plays. “It’s an alternative way of offering extraordinarily wealthy people a way to contribute to the arts without an enormous pecuniary investment,” according to the erudite Simon.

[…]

In terms of floor space, their new gaff would be the envy of nearly every arts centre in the country. It is so big, in fact, that last Friday’s event, a collaboration with homelessness charity The Connection at St Martin-in-the-Fields, only used parts of the ground and first floors. There was an art exhibition, featuring work by homeless people, as well as the Oubliette’s artist-in-residence, Philip Firsov, and a number of different classical music groups staged mini-concerts in some of the building’s many rooms.

The event was one of many unusual partnerships the Oubliette are trying to forge in an attempt to turn squatting into a legitimate way of showcasing the arts without the taxpayer’s help, while disassociating themselves from wilder, less well organised squatters in other London mansions.

[…]

The group is currently in the process of preparing PowerPoint presentations to give to the owners of empty buildings – both commercial and residential – to persuade them to allow the Oubliette to use their spaces as arts platforms. A draft pitch, seen by the Guardian, attempts to sell squatting as a way of providing free security, preventing property devaluation and adding value to the community.

Twenty-four-hour security costs £7,500 per guard per month, claims the pitch, adding that a derelict property can “result in a loss of up to 18% value on neighbouring property prices”. What’s more, the Oubliette pledge to improve empty buildings. “Our dedicated team includes certified workers in electrics, plumbing and construction,” they say, promising to “return the property back to the owner clean and functional within 28 days’ written notice of wanting the property back”.

The Oubliette is based around a “live-in core” of eight people with distinct roles, including “IT guru”, “PR operative”, “graphic designer”, “legal adviser” (a trainee barrister), “artist-in-residence” and “copywriter”. They have grand plans, according to Simon, who until 2002 was an IT worker living in Chelsea. “Our long-term strategic ambition is to negotiate for consent with an owner of a suitable empty premise for leave to remain,” he said. “Occupying properties in high-profile locations allows us to raise public awareness and garner support, whilst also furthering the organisational aspects of our project and pitch to proprietors.”

He is confident of success, and claims to have successfully negotiated consent to squat in eight properties in London in the past seven years.

While I don’t really condone squatting. I am pleased that they commit to improving a location rather than conforming to the stereotype of artists for whom mundane concerns like maintaining their environment interferes with the connection with their muse. Part of me hopes their presence helps drive real estate prices up. We all know that the arts can lead to the gentrification of run down areas. Usually the artists are priced out of the area before they can contribute to the gentrification of an already gentrified area. No one knows what the ceiling for economic stimulation by the arts might be.

Remember, The P Stands For Personal

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I had a situation emerge related to personal URLs (PURLs) that sort of put me off. I have written about these personalized web addresses which allow you to provide a customized experience for the recipients before. I hadn’t really thought that someone might invest the time and expense of creating PURLs and not provide a customized experience. When I had such an experience, I began to question the motivation and wasn’t entirely pleased with the direction my thoughts turned.

One of my alma maters sent me a brochure saying “Joe, a lot has change since X” and provided a URL that incorporated my name. (To protect my vanity and the specific school, I am not going to mention the date of my graduation.) This created an expectation that when I visited there would something like then and now photos of the campus. Perhaps there would be one of those lists noting that kids born the year I graduated have never known a world where different situations didn’t exist. Maybe there would be a really detailed list of all the weddings, births, promotions and general accomplishments of my graduating class.

But other than my name, it was a really, really, really generic web page. The alumni page on the school website is actually more engaging. One of the links to a virtual tour lead to a YouTube video which had been removed by the poster.

One of the prominent features was a donation appeal letter by the student featured in the mailer. So at this point I start thinking maybe the whole PURL set up was to measure which alumni were engaged enough with the school to use the PURL so the school could follow up with additional appeals. This made the whole set up seem calculated and not at all personal.

I actually emailed the alumni office last week saying all of the above. I told them that the PURL created an expectation of a personalized experience and when it did not emerge, I began to suspect the worst. I have yet to hear back from them.

Quite honestly, I think I could have made the same mistake. Even if I hadn’t wanted to necessarily follow up with a donation appeal, I could imagine using PURLs to see what percentage of lapsed donors and ticket buyers were still engaged with my theatre. I probably wouldn’t create a PURL with their name but rather embed a unique code in a link they clicked through on or have a situation where people would self-identify. When we are convinced we have a way to more accurately reach and measure our intended constituency, I think it is easy to overlook the recipient’s perspective and expectations upon receiving a communication.

So my advice here is that if you create an expectation of a personalized experience, whether it is in person at your performances or via an online presence, you should be perceived as making an effort to provide it at the very least.

Wry Kaiser

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Michael Kaiser was in town as part of his Arts In Crisis tour. The session was videoed. I don’t know if it will be placed on the internet, but the content was pretty much the same as when he spoke in Madison, WI. I had watched that video back when Andrew Taylor discussed Kaiser’s visit to Madison. If the video of our local session becomes available, I will post it.

I am not going to give a synopsis of his talk here as I am wont to do. His thoughts are pretty widely disseminated through videos like the in WI and via his column on Huffington Post. I am just going to reflect a little on the experience.

He was a very entertaining speaker and the session was quite enjoyable. I encouraged my Assistant Theatre Manager to go because he hadn’t really heard any of this before. And our discussions after about how we should proceed were pretty productive.

Our mayor is the chair of the culture and tourism committee of the National Conference of Mayors and he is pretty enthusiastic about those causes. (He also bills himself as the “Singingest Mayor In America.” I was surprised that he didn’t take the opportunity today.)

He spoke, I think longer than anyone expected, about how important the arts are. He also stayed for the full 1.5 hour session. This impressed on me how important the topic of the arts was to him because he is always on the go. I have seen him get off a 7 hour flight that crosses the international dateline, speak at a meeting about public transportation and then out to another meeting. Since he was still around as the Q&A started, the moderator brought him back up to the stage to field questions about the arts in the city.

A few observations about the session with Kaiser. The first isn’t predicated on something he said. The session opened traditionally with a welcoming chant and then a hula display. I am not Hawaiian, nor am I practitioner of any Hawaiian performing arts. However, my investment in those art forms were such that I wished they had done a slightly different program. The hula was accompanied by singers playing ukelele. This is something many people are familiar with due to movie depictions. So what I found myself wanting was for a performance on ipu heke–double gourd drum. I wanted him to go away perhaps surprised about Hawaiian performing arts and knowing more than he knew when he arrived.

Later, I was gratified to hear him say that was what he aimed for in his programming–having people surprised at some of the events he put together. His example was the Arab Festival at the Kennedy Center earlier this year. He noted nobody expects you to celebrate Arab art in the current political climate.

At one point he underscored how much the arts are dependent on the kindness of strangers when it comes to arts education. This is no great revelation, I am sure. He gave the example of a 3rd grader who benefits from her teacher loving the arts and providing many opportunities for exposure. When the child moves on to 4th grade, if the teacher doesn’t like the arts, then the child doesn’t get any exposure. If the 4th grade teacher doesn’t like math, they don’t have the option of shirking instruction in that. It occurred to me this is actually the case even in states that mandate an arts component because few schools value the subject enough to monitor compliance or ensure a valuable experience.

For me, the talk solidified and confirmed some thoughts I had over Thanksgiving about how I should be approaching various elements of my job. It was good to have the Assistant Theatre Manager start to move in the same direction. I hadn’t really spoken with him about my thinking yet because I hadn’t entirely figured out how to put it into practice. Today was a good catalyst for that conversation.

Information You Can Use: Tax Treaties and 30% Withholding

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I was recently fortunate enough to get into a conflict with my disbursing office on the subject of the 30% withholding for foreign performers.

Well, admittedly, I didn’t feel lucky at the time. The whole issue is very confusing and time consuming. However, the outcome is such that I am a good deal wiser and more informed about the process. And more importantly, I managed with the help of the artist’s agent and the IRS to secure full payment for the foreign performers.

For those of you who may not be familiar with the issue, count yourself lucky but also be aware that you may become embroiled in a situation requiring you to withhold 30% of an artist’s fee in the future in the absence of a treaty or the proper tax paperwork. I did a couple entries about five years ago which you may want to take a look at to gain some background.

The group we were looking to bring is coming from New Zealand. Their agent was on the ball and sent me the requisite tax paperwork claiming exemption back this summer. Not wanting to have any problems crop up when it came time to send the deposit, at the end of July I sent a memo accompanying the paperwork which included the details of the engagement asking if the 30% would be withheld. I was told it wouldn’t be. It wasn’t until the check was cut and on its way over to me that the decision was made to cancel that check and issue another one less 30%.

At question was Article 7 of the US-New Zealand Tax Treaty which reads:

“The business profits of a Contracting State shall be taxable only in that state unless the enterprise carries on business in the other Contracting State through a permanent establishment situated therein. If the enterprise carries on business as aforesaid, the business profits of the enterprise may be taxed in the other State but only much of them as is attributable to that permanent establishment. “

The agent provided an interpretation where the first Contracting State was NZ. Our disbursing office interpreted the first Contracting State to be the U.S. and deemed the performance to be goods “created” in the U.S.

In came the IRS to the rescue! You won’t see that phrase too much in life so let me say it again. In came the IRS to the rescue!

The Central Withholding Agreements office provided the following guidance which they have given me permission to reprint for your edification. Be aware that all countries have different tax treaties, but many of them are very similar to the one the US has with New Zealand so this information can be applicable in many cases.

In the following, “business entity” refers to a production company or other type of operation which owns the rights to the production and performances being presented. The presumption here is that the artists/performers are either employees or contract players for the business entity, having no ownership interest or risk from loss in the production, thus making the business entity, rather than a venue or other payer, the withholding agent for payments to the artists. Payments to these performers would be subject to rules, regulations, and treaty considerations for the individuals as artists. The business entity may apply for a tax treaty benefit with regards to payments made to the business entity if the business entity is permanently located in a country that has a tax treaty with the United States.

A valid withholding certificate, W-8BEN, presented by the business entity to the venue is used to claim a tax treaty benefit for Business Profits. CAVEAT: The business entity MUST have a US Employer ID Number on the form W-8BEN to qualify for the exemption, otherwise 30% of gross income is required to be withheld and deposited with the US Treasury on behalf of the business entity.

Tax Treaties between the US and other countries are worded so that each country reads it and approaches it as a reciprocal agreement. In each case, the “Contracting State” is the country of residence of the business entity and the “other Contracting State” is the country in which they are performing services for remuneration.

Therefore, a US business entity applying Article 7 of the US-NZ tax treaty would use the US as “Contracting State” and New Zealand as the “other Contracting State” thereby claiming exemption from tax in NZ but being subject to full taxation in the US. The business entity could not claim exemption if they had a permanent establishment in NZ.

SIMILARLY, the NZ business entity would flip-flop the terminology taking NZ as the “Contracting State” and the US as the “other Contracting State” thereby claiming exemption from US taxation and subjection to full taxation in NZ. The business entity could not claim exemption if they had a permanent establishment in the US.

As a result, a non-resident alien business entity as described above will provide to the venue a Form W-8BEN claiming the business profits tax treaty provision. The venue is relieved from any withholding responsibilities for payments to the business entity.

The business entity is still required to withhold and deposit on any payments made to or for the benefit of the actual performers.

For the withholding requirements on the individual non-resident alien artists or athletes, you may contact the IRS at CWA.Program@IRS.gov

It should be noted, that while the payment may be exempt from the 30% withholding, the foreign company must still deduct U.S. taxes from payments made to their performers. More information on this may be found on the Artists from Abroad website.

Mad Man Delayed

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I had marked this video intending to post it during Inside the Arts “Mad Men Week,” but totally forgot about it until coming across it today. The video is Rory Sutherland talking about how ad men create perceived value for objects. The has a great sense of humor so the video is just plain fun to watch.

My favorite bit comes toward the end when he talks about Post cereal’s roll out of Diamond Shreddies which literally turned the old Shreddies cereal on end. Inexplicably, the move was a little controversial and Post issued a “combo pack” of both cereals. (I gotta hope the controversy was manufactured by Post.)

The thing that might be most valuable for arts people is a quote at the end of his talk where he cites a quote “Poetry is when you make new things familiar and familiar things new.” Though in the case of the arts and current attendance trends, the familiar may be an entirely new experience.

He says it isn’t a bad definition of what advertising people’s job is: “To help people appreciate what is unfamiliar. But also to gain a greater appreciation and place a far higher value on those things that are already existing.”

Okay no surprise there. Apropos to my previous comment, arts people try to make their disciplines familiar to those who haven’t had much interaction with it every day.

Holiday Memes? Bah! Humbug!

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So our glorious Inside the Arts leader Drew McManus laid down a challenge of a Holiday Extremes Meme. Now, I think if you are a musician and can only name two of four good holiday concerts and one of the two (of four) worst concerts you name involves YOU performing, it isn’t quite fair to those of us who are non-musicians!

I have been to fewer holiday concerts than Drew, though I do remember the Christmas cantatas of my youth when the Catholic and Presbyterian congregations of my small community would come together so there would be enough people for a decent size choir.

One of my favorite Christmas music memories though was when I lived in Florida. There was a radio station in Tampa at the time which started playing Christmas music for hours on end starting Christmas Eve. There were some really great songs there that I had never heard before. You would go from Bing Crosby to “You’re A Mean One, Mr. Grinch” and then back to some choir softly singing.

That was when I heard the Bob Rivers’ classic, “I Am Santa Claus”

I have great memories of driving up to my sister’s house at 5 am Christmas morning listening to the music. Unfortunately, there was a year of new management and they stopped that practice.

However, in the spirit of offering new songs for the season, I wanted to turn people on to one. Don’t be fooled by the band name, Hoots and Hellmouth, or the title, A Song for Solstice, I am not trying to undermine the religious nature of the holiday. It is a nice song for the season without being cloying. The music comes courtesy of public radio station, WXPN’s 2008 12 Days of Christmas where they offered 12 free downloads of holiday music from local artists.

A Song for Solstice was smack in the middle at Day 6. If you want to check out other alternative holiday songs, scroll around on the page. I admit to being a sentimental sucker for #4 Dan May’s “Christmas in My Hometown.”

Volunteering Your Way to #1

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I was listening to Andrew Taylor’s interview with Artsjournal.com founder/editor Doug McLennan today. During the interview McLennan mentioned all the ways in which organizations were creating online communities to help them achieve things. One of the ways he mentioned people’s contributions were rewarded was via a ranking system to show who had been most productive.

I started thinking about whether this might be a useful way for arts organizations to motivate volunteers. At one time, I had heard that creating contests and achievement awards for volunteers could be counterproductive in terms of motivating and retaining volunteers. I wondered if the new online rewards environment may have changed this. After some reading and thinking on the matter, I decided a ranking system is probably still not useful in many of the traditional functions of an arts organization.

One of the things I read which confirmed my recollection advising against rankings is that many volunteers are motivated by other factors than rankings. Also, different people have different ranges of ability. If someone is providing assistance because they believe in the organization but is in a situation where recognition is accorded to those who are hustling for first place, they may become disheartened. One suggestion I read was to have people compete against their own old milestones. Online communities have a certain anonymity that can insulate one from emotional investments. This may not be the case when a volunteer is working to benefit people and causes with which they can personally interact and experience.

There is also the issue that online contributions can be made on ones own schedule. Involvement and duration are self selected. Whereas many arts organizations engage volunteers during certain hours and events. There is also often a person acting as a gatekeeper determining who gets to contribute and when. A person striving to be number one may find time constraints and scheduling favoritism shown others inhibits their ambitions.

Scoring people for activities that aren’t constrained too much by time deadlines may be still possible. You can open up archives and newspaper/props storage and just let people go at it cataloging and organizing things on their own schedule. Though physically getting in each other’s way in cramped storage areas is also a problem that online activities don’t face now that most people have fairly speedy bandwidth.

If anyone has any feedback in terms of reward systems that were meaningful and didn’t alienate volunteers, ideas for ways to motivate volunteers given the expectations of the internet age or even tasks you can turn to the internet group mind to accomplish (like designing Drew McManus’ Twitter page) I would love to hear them.

You Must Be This Naked To Be Appealing

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I received a call today from a person who had attended the student final performance on Friday. He was complaining about the content of the pieces the students performed, both the dance and monologue/scene pieces. I had actually delivered a curtain speech before the show warning people about this since there were children in the audience, but he had arrived late and missed the announcement.

When I brought the subject up with the drama instructor, I learned there was actually some content he had overlooked when he informed me which pieces might be offensive. Our conversation transitioned to a recent study by the University of Leeds that found women should bare 40% of their bodies in order to attract a mate. Any less and the attraction goes down, any more suggests a chance of infidelity.

We wondered if there was anything to be derived from this in terms of stage costuming. Is a lack of clothing past a certain point considered lewd on stage? Given that the study was done in a dance club, it may be more applicable to dance given that the ratio of clothing plus gyrations must factor in somewhere. Of course, people go to a club with a level of expectation that is likely different from those of performance attendees.

While it would be nice to have a magic number that we knew would be safe to go up to without too many negative repercussions from audiences, it probably isn’t in the best interests of artistic expression to have an exact formula. The ratings of the MPAA have shifted over time due to changing public standards. If point values are attributed to inches of flesh exposed, then people would forever be running around with measuring tapes and parsing percentages. (Ah ha! She is wearing open toes shoes! If we compute those in to the over all ratio of her body, she is 40.1783% naked!! I become more scandalized by the moment!)

There is also the matter of some shows that frequently have nudity like Equus and deciding you want nudity in your show as part of your artistic vision. So while it might be helpful to know what the general tolerance level of an audience might be, there is probably too much opportunity in having it turned into a metric to suggest pursuing research in this direction.

And there would need to be more research because the methodology used for this study seems a little shaky. On top of that, it measured the responses of men. Most tickets are purchased by women so it would be necessary to discover where their perceptions lay.

These Theatres Ain’t Dead Yet

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So last week was indeed cause for Thanksgiving and perhaps optimism for the arts as a whole as news came that two shuttered notable theatres, the Coconut Grove Playhouse in Miami and the Beverly, MA North Shore Music Theatre would be reopened thanks to the efforts of other theater operators.

According to a Boston Globe article, William Hanney, who has a history of buying and quickly reopening businesses, has arranged to purchase the theatre. His intention is to generally preserve the traditional programming of the facility but revamp the staffing structure which he felt was was too top heavy and would need to be evaluated.

Coconut Grove Playhouse will undergo a similar restructuring according the Miami Herald, except the focus will be on the physical plant. They intend to replace the 1100 seat theatre with a 300 seat theatre and a footprint for a 600 seat theatre. Since the Coconut Grove board has a previous agreement with a development company, there is a possibility the new theatres won’t occupy a space within the facade of the old theatre. The new theatres will be operated by Coral Gables based GableStage whose proposal was one of four the Coconut Grove board received.

I don’t know the full story behind the revival. I am assuming the Playhouse owns property beyond the confines of the theatre building if they are able to provide space for up to two theatres outside the facade of the old building. I also haven’t been able to discover if the board had sought proposals from arts organizations to occupy the space or just entertained proposals for a variety of uses and happened to accept one from a group who wanted to bring performances there again. I would like to think that despite the $4 million debt which is likely what prompted their deal with a real estate developer, the board was dedicated to preserving the arts in Coconut Grove and resolved to set aside some of the space for that purpose.

If anyone can fill in the blanks, I would love to know.

What is encouraging to me is that there are people who recognize the value of performances in their communities and are working to bring them back. Of course, in both examples the thing to note is that the plan for success includes streamlining operations rather than restoration of the previous environment.

Update: Thanks to CLJ at South Florida Art Scene for providing more background on the situation in the comments section.

Acknowledgement from Unexpected Quarters

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Last week I received an email wishing us a Happy Thanksgiving from one of the B&Bs we stayed at in Ireland this past summer. Thinking back to my discussions about developing emotional relationships with customers over the last few weeks, I thought that was a particularly clever gesture.

A lot of social media software tracks your friend’s birthdays and anniversaries, so I wouldn’t be surprised to receive an email for that occasion. These folks are apparently paying attention to holidays that have some significance in the country of their former guests. I received plenty of domestic Thanksgiving greetings and wishes, but it is the one from Ireland that sticks in my mind because you don’t often receive acknowledgment of an occurrence which holds little significance to another.

I have no plans to return to Ireland in the next year, but there is a pretty good chance that should I do so in the next five years, I will remember this gesture as I recall my last visit and make plans to return.

Support of Great Numbers

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Today I got an appeal from a performing arts group asking me to vote for them on the Chase Community Giveaway Facebook page. The top 100 organizations get $25,000 and the top voted organization get $1,000,000. I am a little leery about this. First of all, I wonder if Chase is using this to gather names to offer their banking services to. I am also concerned about charitable giving becoming a matter of popularity and campaigning. I have never had any interaction with the group who emailed me. They likely got my address by buying a database from a professional organization of which I am a member. Now they are spamming me in an appeal for my support.

I do appreciate it when people outside corporate giving offices are provided an opportunity to direct donations. Many organizations I have worked for have benefited from employer matching donations. For Subaru’s 30th anniversary in the US, they asked their employees to nominate causes to which they would donate cars. A place I once worked received one of those cars. (And my next car is likely to be a Subaru as a result.)

Every September, a local grocery chain allows people to donate to charities at the cash register and they match it. We send out emails alerting people to this opportunity. The people we email already have a relationship with us in some form.

Just like with American Idol voting, giving based on voting results provides too much opportunity for stuffing the ballot box using scripts, duplicate Facebook accounts and other little tricks. Not only do charities not deserve to have their funding decided in this manner, but their staffs should be pursuing their core purpose, not frantically monitoring internet voting standings and trying to rally votes. The constituencies that many of these groups serve may be immensely grateful for the help they receive, but may not have the ability or time to get online to express that appreciation by voting. Those who deserve the support most may not even make it on the radar.

However, if giving decisions are going to be made via social media tools, then it behooves non-profits to raise their public profile so that people are aware of their work and accomplishments and can advocate for them.

On a related note, you may or may not be aware that when Dutch Bank DSB dropped out as sponsor of the U.S. Olympic Speedskating team, Stephen Colbert called upon his viewers to pool their money and donate to sponsor the team. The Colbert Nation logo will appear on the team’s uniforms starting at the World Games.

It started me thinking that maybe the arts should do something similar. Perhaps we could funnel our money through Americans for the Arts. But the question is, what team to sponsor? The gymnastics teams with their choreographed floor exercises might seem a good fit, but may be too obvious. Maybe the pole vaulting team. “Americans for the Arts, proud sponsor of the US Olympic pole vaulting team. Americans for the Arts, catapulting America to new heights.”

Okay, a little corny, but it could be fun. Think of it- whatever team we picked would have some of the best visual promotions out there. Visual arts could be creating all sorts of pieces in tribute to the athletes in action. We might even end up with an Olympic mascot that wasn’t immediately forgettable.

How Do I Assess Thee? Let Me Count

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The authors of Human Sigma take a pretty damning view of the evaluation process of most companies as being antithesis to productive improvement of the employees.

“First, where did the set of things to be rated come from? Did they come from a systemic study of the necessary outcomes of your job, or did they come from a committee of people who described all the things they think you should do in your role? Does the list mix hard financial and operational outcomings with fuzzier ratings that sound good but may nor may not have any bearing on how well you do your job (as compared to how others think you should do your job)?”

They also feel the way those measures are utilized during the evaluation period is flawed.

“Once your manager has identified your “deficiencies,” how much of your review is spent discussing them and how to fix them? Now compare that with the amount of time you both spend discussing the ways in which you most naturally and powerfully think, feel and behave, and how better to capitalize on that.”

Their feeling is that “most workgroups and managers can be optimally measured with only two classes of metrics: the critical financial and operational outcomes that are the purpose of that business unit and the HumanSigma level of that unit.” In their mind, the aim of the evaluation process is to forge a productive and trusting relationship between supervisors and subordinates rather than a primarily corrective one.

As mentioned in my earlier entry, the focus of an evaluation should be on what the employee is expected to accomplish, not how they are supposed to do it. It isn’t about if they are working hard toward a goal or following every prescribed step, but rather if they reach the goal. (As a cog in an bureaucracy with an often inane attention to detail, I am all for that!)

Achieving a situation where such an approach will be successful starts with the hiring process. The authors urge focusing the interview and hiring process on inherent talent plus willingness to pursue new skills and mastery as a measure of performance. They counter the argument that it is difficult to identify and measure talent by noting that there are instruments out there, that while not perfect, are accurate enough to be useful in assessing an individual’s talent. Even with talent, hard work is necessary. Even someone as talented as Mozart was pushed to practice early in life by his father.

They cite the necessity of 10,000 hours of practice to achieve mastery for everyone, regardless of talent. Without effort, even a great talent atrophies. This is not to say that hard work allows people to achieve mastery in the absence of talent. A person receiving training which emphasizes their talent will likely progress at a much greater rate than one whose talents are unsuited for the position.

I would really love to know if there is any performing arts organization that actually pursues a hiring process that even closely approximates this approach for their non-performance employees. In an industry which subjects highly skilled and talented artists to grueling audition processes which are often resolved by attempting to discern minute differences between people, how many administrative managers, executives and general employees are subjected to a comparable detailed assessment of their talents and abilities in relation to the various dynamics of their positions? For most arts employers it is matter of experience and passion for the arts (for some, passion doesn’t seem to be a prerequisite.)

Two years ago I wrote about an article by Peter Drucker urging people to learn about how they work best and communicate that information to colleagues and supervisors. Fleming and Asplund make a similar suggestion when it comes to rewarding people in relation to how they would like to be recognized. Some people love attention and want public parties, others don’t and would prefer a private intimate acknowledgment. Rewarding people counter to their preferences may undermine their investment in the company.

I think that the company’s varying procedure for rewarding employees needs to be made very clear from the outset otherwise other employees’ investment may be undermined vicariously. Someone who has a big party thrown for them to celebrate their success may be perplexed and hurt when no overt recognition is accorded an esteemed co-worker who achieved just as much.

These same basic suggestions are applied on a larger scale to workgroups and segments of a company. Each group has its own set of traditions and symbols associated with celebration. Trying to replicate that with another group hoping to motivate them may fail because the practice has no significance to them.

Their suggestions for corrective action are more measured. You accentuate the positive quickly and publicly, but consequences for sub-standard performance, while clear, are not as enthusiastically applied. Their purpose is to remove fear as a motivator for improvement. If change does not manifest, the authors suggest mentorships and retreats as later steps for bringing about change.

Most of their suggestions are far more nuanced than I am able to present here. For example, awards where one group continually wins or everyone gets a chance at winning are equally worthless in helping to motivate improvement. Likewise, many mentor programs and retreats are ineffectual.

Obviously, if anything I have said in the last week or so of entries sparks your interest, you should pick up the book to explore further. While I have linked to Amazon’s listing in my entries, it was for convenience sake rather than to sell anything. I got my copy at the library.

Gulp! Let Employees Set The Rules

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So getting back to my Human Sigma discussion in this entry. There is quite a bit I am skipping over generally because I have discussed many of the concepts before in other entries. For example, the idea that customers can develop an emotional investment with a company based on how different factors align with how a person identifies themselves. The surroundings and other customers conform to their idea of cool and upscale and so they develop an attachment with it.

One thing authors Fleming and Asplund mention that evoked an “ah-ha!” connection for me was the importance of having design empower customers. People want to feel competent in their relationship with your organization and design contributes to that. This is why many chain stores have standardized layouts. Nothing erodes the confidence of a do-it-yourselfer like not being able to find what they seek in a big box hardware store by yourself.

This made me think of the need to have easy to navigate websites and voice mail systems, but most importantly for the arts—an easy to navigate season brochure. How many season brochures have you picked up and couldn’t figure out how to buy single tickets much less fully subscribe to a season? The fact that people aren’t subscribing much any more may be a partial blessing for organizations’ relationships because negotiation of many a brochure has been the bane of arts patrons.

One study finding I alluded to in earlier entries is that Human Sigma isn’t just about getting customers highly invested in the company. According to their research, even within the same company, the branches that were most profitable had high emotional investment by both customers and employees. Having one group actualized but not the other is good, but having both improves success exponentially.

Now you may be thinking this is great and your organization is about halfway there because arts people almost by definition are highly emotionally invested in what they do. But they aren’t necessarily invested in promoting and interacting with patrons. If you recall the list of quotes in yesterday’s entry, at least one artist wondered why he/she needed extra training to be an arts educator given all they had received in their discipline.

Employee-Customer interactions contain the most terrifying suggestions in Human Sigma because Fleming and Asplund urge instructing employees about the end goal but leaving it to them to achieve it. Because a standard script of responses can’t cover all eventualities, the authors essentially propose using one as a FAQ document rather than as part of a set procedure. This is pretty scary because it requires giving up a lot of control. Though I should note, it doesn’t mean relaxing standards, just re-evaluating how those standards are measured.

Instead they suggest creating a series of strategies employees can use to improve their interactions with customers. Rather than rewarding people on the basis of how many people they can process in an hour, the focus is on engaging in conversations to assess their needs. “The uncomfortable truth here is left on their own, employees will develop their own strategies for interacting with their customers and their fellow employees, whether you play a constructive part in that process or not.” They posit that you are better off involving yourself at the start to keep it constructive.

The process is more than I can explain here so you will have to read the book if you are interested. In summary though, they say that the best environment to help people develop new strategies for customer interaction is one where they are held accountable for their mistakes and high quality feedback is provided. What they aren’t suggesting is that each person does their own thing, but rather that employees be allowed to develop new approaches by group consensus.

One of the things that popped out as I read the book was the concept of decision making silos. These silos emerge when decision making is compartmentalized rather than shared throughout the organization. The example they use was an airline whose advertising arm promised much better service than the front line service personnel had the resources to deliver. In fact, each had been provided with contradictory guidance. Advertising was tasked to improve market share, the front line was instructed to ruthlessly control costs. Neither consulted the other to discuss how to resolve an essentially mutually exclusive set of expectations.

I have talked about how marketing isn’t just the job of that department before. The authors go a step further by suggesting the position of a Chief Human Sigma Officer who will watch out for such conflicts and has the authority to move an organization toward more interactive decision making. They suggest consolidating all marketing and human resource responsibility into this executive position. (Though acknowledge other configurations are possible.) I don’t know how this might manifest in many art organizations. Though given that disciplines like theatre are merging artistic and management executives into one position, maybe merging marketing and human resources isn’t beyond the realm of possibility.

I am nearly done with my discussion of the book. Next entry- Assessment and Reward

Art That Scans

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I have a few more thoughts based on the Human Sigma book I have been discussing over the last few entries. However, I wanted to present some fun stuff I have recently come across as something of a palate cleanser before I move on.

In something of a reverse of Al Hirschfeld’s work where people would try to find a bit of information, the name Nina, in the lines of his art, a Japanese company has created art out of informational lines. Via Dark Roasted Blend are these great images made out of functioning bar codes. The company in question, Design Barcode, won a top advertising award in 2006 for their work which appears all over products in Japan. A short promo video they made claims they have never had a misread. To watch the movie, click the arrow in the upper left corner.

The other tidbit I thought I would share is a link to Richard Kessler’s blog, Dewey21C. I have been biting my tongue for the better part of a month over the comments he quotes in his entry, “The Things I Hear About Arts Education.” The tongue biting is my attempt not to make snarky remarks in reaction to some of the sentiments he cites.

Regardless, they bear reading since he says they are all real quotes because they represent a spectrum of views about arts education. Some of my favs:

We like arts because there are no wrong answers.
School Principal

We do not like the arts because there are no wrong answers.
CEO

Parents are the key to arts education.
Foundation Staff Member

Parents are a waste of time.
The very same Foundation Staff Member

Parents in low income areas don’t care about the arts.
Arts Education Consultant

We must do something about ensuring that artists entering schools have basic training.
Director of Arts Education/Cultural Organization

After all the training artists have already received, why should we have to receive additional training? We’re not teachers; we’re artists.
Teaching Artist

That You Care Is What Matters

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Yesterday I alluded to the research findings presented by Fleming and Asplund in their book, Human Sigma, that how you handle customer problems is more important to your relationship with them than actually solving the problem. (I should mention, HumanSigma is a program of Gallup so they have a lot of experience in surveying.) They say that “customers who encounter a problem and are extremely happy with how the company handled the problem often have levels of emotional attachment equal to—and in some cases exceeding– those who have no problem at all.”

The Means, Not The End That Matters
They say that customers don’t expect a business will always resolve a problem to their liking, “but they do except the company to handle them in an exemplary way.” There is also the issue that not everyone has the same expectations of a solution to contend with. They use the example of receiving an undercooked meal at a restaurant. Some people may be content with having the meal cooked properly and the offer of complimentary dessert. Others may feel the whole meal should be free. You are likely to be more successful creating good procedures to address problems than you are at creating solutions that will please everyone.

They have found that people who have a high emotional investment are likely to give a company the benefit of the doubt when a problem arises viewing it as an honest mistake or even pondering how they may have contributed to the situation. Those with low engagement are more likely to place heavier blame on the company for the problem making it more difficult to please them.

Steps to Resolution
Fleming and Asplund suggest six steps that should be part of resolution procedures.

First is to acknowledge the problem exists. Second is to apologize. They are quick to add that apologizing is not accepting the blame. Lawyers warn clients not to apologize out of fear it can be used against them in lawsuits. But according to a NY Times story, policies of apologizing have cut malpractice suits and legal costs for the University of Michigan and University of Illinois hospitals. People who feel wronged view the refusal to apologize as a lack of empathy for the situation and so they escalate matters in an effort to gain acknowledgment.

Good resolution processes can actually strengthen a relationship with people who have experienced a problem. According to Fleming and Asplund, people who have encountered a problem and have been extremely satisfied with the way a bank handled it were 51% full invested in the bank versus 26% full investment by people who never experienced a problem. They say that apologizing validates a person’s trust in the company and reinforces their value as a customer.

The third step they suggest is “Take ownership of the problem and follow up, even if the problem is unresolved.” Promising to follow up by a certain time or date is better than a vague “as soon as possible” because the customer may feel they have to continue checking in on your progress. Even if you haven’t solved the problem by the appointed hour, it is better to contact the customer with that information than leave them wondering or in the position of having to track the contact person down again.

Suggestion four is to handle problems on the spot rather than bumping it to a supervisor. This means empowering front line service people to respond with a solution appropriate to their position. If the customer is not satisfied, then someone higher in the chain can be contacted. They use the example of a hotel chain that generally had managers resolve problems with free nights’ stays. Among the steps they took were to empower housekeeping to offer gift baskets, robes and bouquets of flowers and only refer a problem to the manager if a person was dissatisfied. Because they weren’t defaulting to free accommodations to resolve their problems, their costs dropped and satisfaction rose.

Their fifth suggestion is have a process which quickly brings the problem to the attention of a supervisor or manager. The mention a logging system which alerts managers if a problem remains unsolved after a certain period of time. Most arts organizations are small enough that a computerized system is not needed to communicate complaints to other staff. Just the same, there is plenty of opportunity for the complaint to lie dormant on someone’s desk and never be brought to a supervisor’s attention so the importance of communicating a complaint needs to be emphasized. The authors warn to be wary that your system not make people feel their responsibility in addressing complaints ends upon handing them off to someone else.

The last suggestion is to leave people better off than they were before the problem occurred. Even if the solution is not the one they desired, they should still be in a better position than they were before. Presumably this means gaining intangible benefits such as feeling more valued as a customer and perhaps having a specific contact person who can address future difficulties if the current problem hasn’t been completely resolved.

Business Solutions Unfair to Customers

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Emotional Advocacy
Yesterday, I started writing about the book, Human Sigma by John Fleming and Jim Asplund and as promised, I wanted to continue exploring the book today. One of the things I was happy to see addressed was the idea of the single question customer survey. I had pondered the validity using the question, “Would you recommend this company to others?” in a past entry.

Fleming and Asplund note that not only do you miss a lot of information by asking only one question, but also all advocates are not created equal. As discussed in my last entry, people can be satisfied and thus have no reservations about suggesting a company or service to others, yet they aren’t really invested in the company and may defect. Then there are those who are emotionally invested and can serve as enthusiastic promoters.

The authors don’t have any specific suggestions about what questions to pose on satisfaction surveys, likely because they urge you to “get under the hood” of customer relationships and ask about things that matter. What matters to one business may not have any significance to another.

The authors give an example of a survey they conducted at an amusement park where most of the feedback they received was negative. People complained on and on about the parking, lines, the prices, the food and the lack of shade. When they were asked if they would return, everyone said they would without hesitation. The deciding factor was their childrens’ enjoyment. Had they the same experience on a Saturday night (sans the lack of shade) at one of our performance venues, they would never come back again, but the vicarious joy they experience through their kids provides an emotional connection with the theme park.

Fairness In Interactions
Later in the book, the authors discuss perceptions of fairness and how that can feed people’s emotional investment. That section of the book is fairly long so it is difficult for me to cover all the ways interactions can be viewed as fair or not. Anyone who has worked in customer services knows that people’s preferred treatment can swing between wanting to be treated exactly like everyone else to wanting an exception made for them, all depending on their situation.

There were a few examples they gave that are recognizable as significant the arts world. For instance, subscribers and donors who have invested themselves in your organization expect preferential treatment in return for their loyalty. (The example the book gives is airline frequent flier program.) If you launch a campaign to attract new business that offers a better situation to new people than to long time customers, you run the risk of alienating them. An example that comes to mind is the low introductory rates offered on cable television packages that are only good for new accounts while you get no recognition for your long term relationship.

Another example in the performing arts world can be found in ticket exchange policies. Many organizations have a no return/no exchange policy with subscribers and donors being the only exception. As long as policies and procedures are enforced equitably, there is no problem. But once you perform an exchange for a flat tire but not my canceled babysitter excuse, then the inequity in the system is exposed. And then there are policies that are confusing to patrons from the start such as why internet and phone orders incur a service fee but walk up orders don’t.

Business Solutions Unfair
One example they give as an impediment to good customer relationships is the phone queue with the recorded message about your call being important leaving you to reconcile how this can be if the place is so poorly staffed the average wait time is twenty minutes. What the authors say about this really struck me, (my emphasis) “From the customer’s perspective, any process or system whose primary purpose is to solve a business problem rather than a customer concern is unfair.”

They also note that treating people equally can appear unfair. If your customer service staff follows the exact same scripted process with customers not recognizing that the script can’t cover all eventualities, the result may make you look incompetent and patronizing for asking questions or suggesting solutions which obviously do not apply to the situation.

Tomorrow I want to address what the book says about solving customer problems. It turns out how you attempt to resolve a problem is much more important than whether you actually solve it.

Emotional Satisfaction

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A two years ago I had been entranced by a comment Neill Roan made about arts administrators being so emotionally satisfied with their jobs, they didn’t feel the need to keep current on the latest literature and theories about arts administration. Earlier this year, I was in touch with Neill on another matter and asked him about the source he had cited. The book was Human Sigma by John Fleming and Jim Asplund.

Human Sigma and Emotional Satisfaction
I had assumed Human Sigma would be about psychology or the biological factors which emphasize or inhibit our actions. Instead, the book is a response to the Six Sigma process which the authors feel is detrimental to employee and customer interactions. Six Sigma seeks to reduce inefficiencies in the workplace. The authors note that human interactions, especially those with customers, are inherently inefficient and trying to make them otherwise can be alienating.

Biology does actually wield a lot of clout in our decision making processes. The authors cite NYU neuroscientist Joseph LeDoux who,

“has argued that it is much easier for emotional responses to influence our thinking than for rational responses to temper our emotions. This is because the neural pathways that extend from the emotional system to the cognitive or thinking system of the brain are wider and faster than those that extend from the cognitive system back to the emotional processing areas.”

This is a contributing factor to the field of behavioral economics which examines why people don’t always behave rationally in their own best interests. The book mostly focuses on employee and customer interactions. My intention is to talk about some of the things that caught my interest in this and future entries.

Even though the book doesn’t explicitly address how high emotional satisfaction can cause people to–well, it is difficult to find the right word because most either connote willful or unconscious neglect or incompetence, let’s say overlook—the need to keep abreast of latest developments, there is a lot be learned about how people make their decisions. In fact, some of this might help explain why people choose to devote themselves to causes with low material rewards like the arts in the first place.

Satisfaction Ain’t Enough
About 10 years ago I went to a session on customer service where the speaker said that satisfaction and competitive price doesn’t contribute to a long term relationship with a customer. She noted that people who were satisfied with the service they received would still defect to a competitor. The book breaks this down on a finer level distinguishing between those who are emotionally satisfied and those who are rationally satisfied. Those who are emotionally satisfied with a company have a far greater investment in the company than those who are rationally satisfied.

What surprised me was that those who are rationally satisfied “behave not any differently than customers who are dissatisfied.” They use the example of a credit card company. Those who were emotionally satisfied spent an average of $251/month and used the card 3.1 times a month. Those who were rationally satisfied spent an average of $136/month and used the card 2.5 times each month. Those who were dissatisfied also spent $136/month and used the card 2.2 times.

The authors make the point that tending to a person’s emotional satisfaction can actually enhance their material value to your company. Investment in relationships is an investment in the financial health of your organization. We in the arts should understand this because of our constant efforts to woo and maintain relationships with donors. Even though we have a list of benefits we provide for different levels of support, we will go above and beyond to stay in a donor’s good graces.

The example of the credit card company was really apt in my case. I just canceled the card I had for 20 years because I felt the card company violated our relationship. I started the card with a $500 limit in 1989 and had gradually built it up to nearly $30,000 after the last two decades. After the fiscal crisis in 2008, they cut my limit by more than half despite my excellent credit. I never needed anywhere near the limit, but it was a point of pride for me that I had built it up to that level. Not an easy thing to build excellent credit while working in the arts.

There was also some deceit a couple years back when Bank of America bought the credit card company. They sent me a letter saying my card number had been compromised. When I called to find out who had been lax with my card information so that I could avoid the company, they gave me the run around before finally admitting everyone got the letter as an incentive to move to the Bank of America card.

That episode made me leery, but it was the credit limit cut that sent me into the arms of my credit union. I tolerated all sorts of rate hikes and the suspicious changes of payment due dates, but when they attacked the source of my pride it was over.

When I called to cancel the card, they didn’t even try to stop me. I have heard stories about companies being willing to reduce interest rates and do other things to keep customers, but they didn’t even ask me to reconsider after I told them my reason. I wonder if they have received so many calls they have learned that there is no use in talking people out of it.

We Shall Engage Them On The Park Benches!

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Something I thought I had posted but I can’t seem to find is my belief that getting other people to talk about whatever experience they have had in the arts is much more effective than you telling them what is so great about the arts. Perhaps I only spoke about it at a lecture or with a group of people, but my basic idea was that if you are somewhere like a wedding and you get on the topic of what you do and people mention that they have attended a performance or a museum/gallery show, you should inquire about the experience.

It doesn’t matter how long ago it was or if they didn’t particularly like it. Try asking them what they did like about the experience. What was valuable to them? What wasn’t? Don’t get too much into explaining why they should or shouldn’t have enjoyed something. This is also a conversation, not an interrogation or survey. If people talk about not knowing what to wear or when to clap, that is an opportunity to offer advice. Telling people why Mozart was the greatest may not be productive if people take it as a statement on their ignorance.

My goal is to connect people back to their positive memories about an experience and help them feel they have some ability to correctly evaluate their experience. Essentially, I want to help them convince themselves the arts hold something of value for them.

I often have these sorts of conversations around theatres with audiences, but that is essentially preaching to the choir. I don’t have as many opportunities to do so outside of a performing arts venue. Or at least perhaps I have been slow to recognize and exploit those opportunities.

My assistant theatre manager (ATM) managed to do so yesterday and I was happy to take a lesson from his example. As I mentioned, we attended a career day at a local high school yesterday. As we were leaving, a gentleman on a bench greeted us and asked what we had been up to. The ATM mentioned who we were and what we were speaking to students about. I don’t recall exactly how, but he managed to get the guy on the bench, a security guard at the school, talking about the poetry he wrote. He hadn’t written any in a long time and lost his notebooks years ago, but he did remember lines he wrote when he was in high school and started reciting them for us. He also recited some haiku he wrote.

Assuming we were professors, he “gave” us his poetry to recite to our classes feeling that college students could identify with the sentiments expressed by verses he wrote when he was their age. We agreed he was probably right about that. We encouraged him to try his hand at poetry again and maybe read it at an open mic night somewhere.

I knew within a minute of the conversation’s start that this was how we should be engaging people all the time. Certainly we don’t want to harangue people to come clean with the experiences they hold close to their heart. But if they are willing to start, we should keep them talking about it for a bit.

Who Knew They Were Talking To Theatre Guys Today?

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The assistant theatre manager and I team spoke about working in the arts at a high school career day yesterday. Ah, I forgot the joys of teenage apathy in the classroom! Actually, I think the lack of engagement we received was due to the design of the routing assignments the students were given. We were told that the students choose which speakers they wanted to hear. The reality was that they chose which career track in which they had an interest. We were part of the arts and communications track.

We didn’t discover this until about 5 minutes into the first session when we finished our intros and asked people about their arts involvement/interest and the response was barely tepid. It turned out that none of them knew they were going to a room where theatre people would be speaking. They had simply been assigned to the room. The same was true in the second session, only we asked earlier. Few in the room were involved in performance or visual art creation even as a hobby. Those that were didn’t seem to have a lot of confidence in their abilities and no one in the room was exclaiming that someone was being too humble and was actually awesome.

We had come prepared on selling the arts as a career, but this was going to be a tougher sell. At the same time, it was a really great opportunity to introduce the concept to people who had never really considered it. I am not sure how successful we were, but there were a couple people who stuck around after each session to ask us about our performances (we brought brochures, of course) and talk a little bit about their arts experiences.

Another benefit to speaking to this sort of audience was that they seemed to take our warnings about how tough it was to make a living in the arts seriously. There didn’t seem to be anyone who felt we were talking to the others people in the room who weren’t as talented as they. We didn’t just speak about having careers in stage, screen and art galleries but also noted the importance of creativity in the coming economy.

Next week were are speaking at the career day of another school. Knowing what we do now, I am going to contact them again and determine what it is exactly the students are selecting when they are choosing to attend our presentation. We had brought a simple powerpoint presentation comprised mostly of images of shows we had presented to give a sense of what opportunities were available. If the students we interact with next week are going to have the same level of awareness about the arts as those today did, we will probably alter the content a little to better suit our audience.

Bye, Bye Patio

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For me, one thing that would make Mad Men better is if their efforts to market products took a bigger role and the behind the scenes drama took a smaller one. I would think Don Draper was as big a cad if he slept with 1/3 less women. It is around the time of this show that marketing started to transition toward the needs of the consumer. Prior to this the focus was either on: Production- If I make a lot of a high demand product, people will buy it; Product- If I make a high quality product, people will buy it; Selling- If I take an existing product and use different techniques to sell it, I can sell high volumes of it.

It isn’t until around 70s that conducting market research to ascertain customer tastes and designing the product with that in mind came into practice. This is a great simplification of what the different approaches were. What I have wanted to see is the company evolving toward new approaches as competition for business pressed them. The show is still pretty enjoyable in any case.

There was one episode this season, episode 4, “The Arrangements,” whose subplots resonated with me. The main one revolved around the commercial for Pepsi diet soda, Patio. The Pepsi representative wants an ad that inserts their product in a reproduction of Ann-Margaret in the opening scene of Bye-Bye Birdie (seen below). The guys at Sterling Cooper recreate the opening flawlessly, so much so I imagine there would be intellectual property lawsuits had it run without the movie studio’s permission. In the end, though everyone agrees the commercial is exactly what was requested, the Pepsi representatives say there is something wrong with it. They just can’t put their finger on it. After the clients leave, one of the ad men points out what is wrong is that the woman in the commercial isn’t Ann Margaret.

For me it was illustrative of the problem you face when trying to jump on a popular trend. If the original does well, you can only fail in the comparison by trying to copy it exactly. The best you can do is put your own original spin in something and even that may fail. Most attempts at recreation and revival are made after the impact of the original has started to fade from people’s memories.

The whole idea of riding the coattails of popularity is still new to the characters in the show they are puzzled when their attempt fails. Even though it is disappointing to them, it sort of excites me to know there was a time when advertising wasn’t as slick and calculated as it is these days. In truth, there are still areas where advertisers are stumbling today. This Friday on the On The Media radio program, there was a piece responding to a New York Times article about how DVRs are actually helping to improve the television ratings used to determine advertising rates because people AREN’T skipping commercials as everyone, including the people selling the machines, assumed they would. Shows are actually getting better ratings three days after airing than they did on their air date thanks to DVRs.

Ann Margaret

Mad Men Ad

The other part of the episode that connected with me was where a young guy comes in wanting to promote the sport of jai alai. He has a lot of money to spend and some grand ideas about how to promote it. Personally, I didn’t think the efforts would be successful, but figured maybe they were appropriate for the time period. Turns out, the ad guys figured they had a fool from whom they would soon part his money.

The thing that struck me was that as he left the meeting, the potential client said “If jai alai fails, it will be your fault” to which one of the ad guys said something to the effect of “everyone believes that.” It brought me back to a couple places I worked where the attitude was when the show did well, it was a good show but when the show did poorly, it was because the marketing department did a poor job. The truth is, there are some things the public isn’t interested in seeing. The world record audience for jai alai was set in 1975 with 15,500 people. As of today, the Philadelphia 76ers have the worst average home attendance in basket ball with about 12,000 people. The Minnesota Timberwolves which falls at 15th of 30 teams in attendance averages 17,600 people. (Source: ESPN website)

And by way of comparison, in their 1975-76 season, the 76ers averaged 12,400 in home attendance. In 1964, the year Mad Men is currently, 76ers average attendance was 4,300 (NY Knicks were about 9,200). I am sure there was a lot of promotion and work done to make basketball more popular since 1964. The presence of players like Wilt Chamberlain and Bill Russell probably helped excite the imagination of crowds in ways jai alai players didn’t. It is intangibles like the structure of a product and the personalities associated with it that create an interest in it that a lot of money can’t buy.

Well, okay, there is a lot of money being spent today to bring personalities and products together. But back then and in the trenches of arts organizations today, lots of money thrown into marketing can’t assure success. (Which assumes there is a lot of money to throw into marketing.) Actually, I can go full circle with this. The fictional ad the Sterling Cooper boys put together for Patio soda didn’t work because they didn’t bring the correct personality together with the product. The real Patio did capitalize on the personality of brand identity and became Diet Pepsi in 1964. The other Patio flavors were later phased out “because soda consumers were primarily interested in brand-name products.”

Bootstrap Conducting

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Continuing on with the theme of young artists forging places for themselves, I was recently reading about a young conductor, Alondra de la Parra and couldn’t help being impressed. The interview I read was in the Arts Presenters’ magazine, Inside Arts. I don’t know what the general consensus of her abilities is in the orchestra world, but that hardly prevents her bootstrapping efforts from being inspirational to other young artists and administrators.

Apparently the transitional moment in her career came when the Mexican consulate asked her to put on a concert and she ended up as a one person “manager, press agent, producer, presenter, fund raiser and conductor” for the event. She describes the experience as a nightmare and had decided to go back to school. However, so many people saw the event as a success and told her she had to continue on. That is how she ended up founding the Philharmonic Orchestra of the Americas which describes its mission as “a laboratory for artistic expression, embracing our responsibility to support promising young performers, composers, instrumentalists, conductors and all kind of diverse artists from Latin America and beyond.”

Watch the video here to learn more about their philosophy and the way they are involving school children in composing music for the orchestra.

One of the benefits of having had gone through that initial trial by fire is that Alondra feels “it makes me relate to almost every person that goes into a symphony orchestra, from the PR director, to the stagehands to the librarian.” Reading Adaptistration all these years, this is apparently a rare quality among musical directors. She says as much in detail in a 2008 NYT article. (2nd page, 3rd column)

At the end of the Inside Arts piece, she is asked what she would like presenters to know about orchestras. She makes the oft mentioned points about demystifying the music so that people don’t feel they need to know every detail about the piece and the composer–and of course the appropriate time to clap–to enjoy the performance. At the end she comments, (my emphasis) “When you go to a rock concert, nobody is going to ask you do you know who the band is and do you really know their first album in ’82. Nobody cares as long as you yell and jump and enjoy it. The next time, you’ll know the song. You’ll sing the song.”

I would like to think that there is a chance for orchestras if more leaders like her start emerging. There is a lot of excitement surrounding Gustavo Dudamel leading the Los Angeles Philharmonic. El Sistema has come to the US and will perhaps manage to transform the lives of young people here as it has in Venezula. (Is it my imagination, or does Latin America seem poised to save classical music?)

As I read about the Honolulu Symphony facing bankruptcy, and the problems other orchestras are facing it seems that the excitement generating can come none to soon.

“Creativity Is Time-Consuming”

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Last week I received an email from a Patricia Martin who was apparently trying to spread the word about a survey of American Life and Culture she had recently released. I get a lot of these emails but don’t often feel the subject is relevant to my blog. This time it was. What I liked about the survey results is that they are written to convince people to involve culture in their business whether it be in regard to employees, part of their customer relations or both. The format is easy and quick to read and every page has a “take away” for that section in the margins.

Since I had been reading about the feeling that the youngest generation of arts professionals didn’t have a good work ethic in the Americans for the Arts leadership salon, I was encouraged to read the following and hoped the methodology of their survey made it true.

“We found some 60-year-old bloggers held the same opinions as 24-year-old poets: they are willing to work hard in their creative endeavors. Content creators say they spend a lot of their time producing and spreading their creative expressions. They don’t spend time gaming online.This may be because creating original content is demanding—as is mastering and maintaining a social network online. Creativity is time-consuming. The time demands of a creative life, no matter what age a person is, require allegiance to one’s art.”

Other sections talk about this group valuing education and living within one’s means. I understand that there are always going to be at least some people who match these descriptions. I am hoping the percentage of those embracing these philosophies is high. I look around and it doesn’t seem it is so. We hear all about how young people are using social media technologies to spread the word about their passions, but I haven’t seen it yet. Or rather, I haven’t seen it done effectively.

The cast of the show going up in two weeks has Myspace, Facebook, Twitter and Youtube pages set up for the show. I have been keeping an eye on them and except for the Youtube page, none of them are very well developed. This isn’t a case of their approach not appealing to me. This is a matter of there not being even the most basic content on the pages to make people interested in the performances. The twitter page more or less says “going to rehearsal tonight” over and over again. They are handing out flyers with all the social media page addresses on them but there is nothing there to see. My hope is they are actually handing out the flyers we printed up with information about the show along with them.

It is said that very few people create online content and the majority consume it. I suspect that just like everything else in life, there is only a small percentage of those producing who have the capacity to create something worthwhile. The idealism of the millions exercising their creative powers doesn’t hold up to reality because a lot of them are playing video games rather than investing the time to hone their skills.

Perhaps I haven’t come across those dedicated to becoming effective because they are off working on getting better.

Talkin’ Bout Emerging Leaders

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Okay special double blog post today. Since my other entry was dealing with education and arts people following their passion, I felt I needed to call attention to the Emerging Leader conversation that has been transpiring in a special blogging salon on Americans for the Arts website. It started October 16 and just finished today.

There are a lot of great entries on the blog, including ones that question the definition of Emerging Leader in terms of age and experience. American’s for the Arts defines Emerging Leader as “either new to the field, with up to five years of experience, or are 35 years of age or younger.”

Ian Moss’ post on Generation Y and Entitlement garnered a long series of comments and is worth reading if have any young people working for you or ever plan to. Other participants add to the conversation like Ruby Classen’s entries on why jobbing hopping by a younger generation seeking a broader skillset can be viewed as lack of loyalty by long time arts leaders.

What was also interesting was reading that a number of veteran arts leaders were contacting people involved with organizing Emerging Leaders at Americans for the Arts and 20UNDER40 who saw these efforts as a storm the Bastille and kill the old folks.

Just as great to read the rebuttals from the veteran leaders too both as entries and comments. It shows that people from many stages in their careers are aware of these issues and engaged in these conversations.

It was also a little disconcerting to learn that because of the internal politics of some organizations, people who wanted to participate felt they had to remain silent.

People share their stories about lack of confidence they have had about their career choices and direction. This includes difficulties in finding jobs in the first place, of course. As many entries as I have linked to, it ain’t near all of them. If you have any interest in arts administration at all, bookmark the site and resolve to spend a couple minutes everyday reading a few entries until you have gotten to them all.

J-Schoolers Now With The Rest of Us Doing It For Love

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Crunchy Conservative Rod Dreher, an editor for the Dallas Morning News, ponders the fate of J-school students suggesting they had better be in it for the love.

“Can you imagine going into debt and devoting two years of your life to earning an advanced degree in a field in which you have very little chance of earning a living? I mentioned this to my wife, who, like me, holds an undergraduate journalism degree. “Can you believe people are actually going to journalism school anymore?” I said. She responded, “You and I, when we were that age, would have been completely romantic about it, and wouldn’t have listened to older people who told us there would be no jobs for us.'”

Hmm, sounds like some other industry I know of. What was it again?

He goes on to talk about writing a grad school recommendation for a young journalist he knows.

“And yet, I warned him not to go to journalism grad school, because of the job market, to no avail. He’s got passion, and he’s got hope. I can recommend him to these schools with great confidence in his ability to do the work required of him. He will emerge an even more capable journalist than he already is. Any magazine or newspaper would be lucky to have this guy working for them. If only potential paid the bills! Sigh.”

Ha ha! Finally we get our revenge on those two bit critics who panned our shows! Now they shall be brought low and learn how it feels to ply your craft out of pure love of doing it and have people who have little understanding of their work tell everyone it stinks!

Actually, that sounds a lot like what playwrights and novelists go through. In reality, journalists are really just talented writers who found a format for expression that would pay them regularly for exercising their art. Unfortunately, it seems that time has passed and what was an exception looks to join the rule of the arts and humanities where there are a lot of hard working and talented practitioners and few notable successes that everyone believes they can become.

How I Used My New Lobby Toys

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Drew McManus asked if I had any photos of the mobile lobby screen I described in an earlier entry in action. I hadn’t thought anyone would be interested in pictures of people watching a Powerpoint slide show so I didn’t take any pictures.

As an alternative, I thought I would post some of the slides we used. The first is the Americans for the Arts ad I described in my earlier entry. You can click on each to enlarge.

Americans for Arts Slide
Americans for Arts Slide

For the group we had performing, I had three informational slides like the one below to give attendees some background information on who they were about to see.

Dervish Slide Photo: Dervish
Dervish Slide

I also included slides about upcoming shows to whet people’s appetites.

Black Grace Slide Photo: Duncan Cole
Black Grace Slide
Celebrity Slide Photo: Michael Harada
Celebrity Slide

Finally, following the philosophy that it is especially good during tough economic times to let patrons know you have productive plans for the future, I featured a slide on a show we will be doing a year from now.

Poliahu Slide Photo: Tau Dance Theater
Poliahu Slide

One thing you may notice is that the last slide has a much smaller image than any of the previous slides. Given the size of the screen, I needed images that looked good at 72 dpi at a resolution of 1920 x 1080 lines. That last image wasn’t really able to hold its quality at those settings. Just a tip for people planning to try something similar. I am sure if I was more adept at image manipulation (and had the time), I could have made it work.

Photos: Dervish- Courtesy Dervish; Black Grace- Duncan Cole; Celebrity- Michael Harada; Poliahu- Tau Dance Theater.

Film Burdens

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This past week I attended a number of screenings at the Hawaii International Film Festival (HIFF). For as long as I have been here, I had never been to the festival and I didn’t know why. I started planning out the movies I wanted to see via their online schedule about a week before the festival started and was disappointed how many films on my list I would miss because of work and other obligations. Hopefully, some will show up in local art house theaters in the next few months. Still, I ended up seeing four films over the course of the last week and weekend. One of them I rushed which was fun even though they ended up adding another screening in response to the demand.

There was a huge crowd at every screening. I hope they did well. They lost their naming sponsor this year. When the president of the festival mentioned the loss of the sponsor I suddenly remembered that the reason I never attended the festival before was my impression has always been that the festival was comprised of insular elitist snobs who congratulated themselves on their taste. It think this was a result of the name- The Louis Vuitton Hawaiian International Film Festival. This year, there was no Louis Vuitton and I found my self anticipating the festival and wondering why I had never attended.

In my defense, I have a little baggage in this regard. When I was a student, I volunteered for a week at a film festival where the clientele was very much comprised of self-congratulatory elitist snobs. That was the demographic the festival literally catered to- one of the vendors sold brie, grapes and a baguette as a meal and the rest offered similar fare. Being a poor college student, I was going down the street to get pizza and burgers most of the time. That festival is no longer in existence. While its demise was a result of bigger problems than limiting their audience appeal, I am sure it didn’t help.

That said, I greatly appreciated that the audiences at HIFF were of a higher quality than I have experienced in most movies. Even though each screening was filled to near capacity, people generally watched in respectful silence (I’m looking at you, running commentary guy who was sitting two seats to the right of me yesterday.) No cell phones sounded despite the lack of the multiple appeals you generally see in movie theatres. The audiences seemed pretty representative of the usual movie audience demographics. If anything, it skewed younger than I anticipated so I might have expected more talking and cell phone use. I think the fact the shows were packed actually helped eliminate extraneous sound because people were so concerned about having their seat counted as available for rush seating, a small percentage seemed to buy concessions. (No brie, plenty of popcorn.) Or at least they kept the ice rattling to a minimum.

Also, as a friend remarked, attending the festival provided a greater guarantee that the movie would be of good quality. Presumably most people were there to watch something they can’t often see rather than be social.

Not everyone felt the movies were great, of course. One of the films I was interested in sold out so they added another screen to run concurrent with the first. I wasn’t aware of it at first, but the movie starred a local actor who has gone on to some success. I think that might have accounted for a large portion of the demand. When the actor introduced the film, she mentioned that it was definitely an art house film and that the director didn’t hand you the movie. There was an expectation that you might be angry or confused when the film ended.

That certainly seemed to be true at the end of the movie. As people filed out, some were already on their cell phones telling friends how much they hated the movie. I was a little disappointed that forewarned the movie might challenge them, they hadn’t given themselves the opportunity to even digest the experience or go next door to the Q&A and ask the actor what the heck was going on. I went on Twitter and there are a lot of negative tweets from that night too.

What I observed seems a testament to just how much pressure arts creators and presenters are under now to please people. People are not only rushing to judgment, they are rushing to tell their friends. That sort of word of mouth is sure to make it difficult for people who wish to be subtle or inspire thought with their work to do so and get the consideration and recognition they are due. If you want people to think, they aren’t likely to be dashing off tweets as they walk out of the theatre. Also, 140 characters may not be the best medium for praising your subtlety.

New Toys For The Lobby

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The college has these new flatscreen televisions on rolling mounts deployed around campus as an experiment in mobile information stations. Fortunately for me, the woman who coordinated the purchasing effort decided there would be a need for a roving screen. (The others, while mobile generally don’t move much because they are networked for ease of updating.) The benefit to me is that I can borrow the television for our events.

We had an event this past weekend so I used the opportunity to create a looping presentation with information about the band for a number of slides. Then I had information about upcoming performances, workshops and master classes. I am hoping between the television in the lobby, the brochures, notes in the program book and posters in the restrooms, we will increase people’s awareness about our events. The other screens around campus have information about our shows on them, but that is laid out by someone in a central office. The screen in my lobby has our information exclusively and if I learn of something interesting during a performance, I can update the information and have it running at intermission.

In addition to our information, I also made up a little promotional ad for Americans for the Arts, “Arts, Ask for More” campaign using the print ads you can download via the social media widget they created. (You can see the widget in the lower right hand corner of my home page. My entry on the widget is here. The text on the bottom of the ads were a little hard to read so I rewrote the text beneath the image and used their phrase “For 10 Simple Ways You Can Get More Arts Into Your Child’s Life,” followed by the Americans for the Arts web address.

I felt it was important to add this information both on the general principle of promoting arts education, but because this Friday is the first day of statewide furloughs which will take teachers, and therefore children, out of the classrooms. I wanted to provide people with a source of ideas for providing an educational experience for their kids.

So now I am contemplating how to most fully use the screen. I know there are many performance venues who use flat screens to promote their events. If anyone has some suggestions for what sort of information we can include or how to use the tool more advantageously than just a substitute for multiple posters, let me know. I have already started including trivia information about the groups to help audiences understand them a little better. I would love to include video except that YouTube videos look awful at such high resolution. I would need to rely on DVDs which artists are moving away from in favor of online video.

Substitution Blues

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Ken Davenport posted some interesting information about the impact of absenteeism in Broadway shows on Producer’s Perspective. He was curious to learn if the need to have an understudy stand in was having an impact on audiences so he commissioned someone to study the question.

The impetus for this was the increasing rate of absenteeism in Broadway shows, particularly West Side Story. I had read the NY Post article Ken links to back in August and I couldn’t believe there was such a high rate of absences given that there are no lack of performers who are just as talented waiting to step on to the Broadway stage. Cameron Mackintosh did clean house on Les Miserables when he felt the quality was flagging so it seemed pretty risky for actors to appear to be slacking off. In retrospect, I suppose there is always the teensy little chance that the Post sensationalized the problem beyond the reality.

While some respondents to the survey liked the idea of an understudy having a chance to surpass the star, absenteeism was generally seen in a negative light. The perception was that it is becoming more prevalent and that the quality is not the same. Some respondents felt that they had to apologize to the guests they asked along or advise their friends not to attend the show. On the whole, people said they are becoming more cautious about their ticket purchases.

Davenport suggests the Actors Union and Producers get together to explore the problem. It should be noted that his survey results said people thought there was more absenteeism, but there was no study done on the question of whether there actually is more absenteeism over all. Though as a practical matter, the truth has little bearing if audiences have decided the problem is widespread and are acting accordingly. As Davenport suggests, better training of understudies may begin to reverse the perception that understudies are offering a vastly inferior product.

One of the commenters on the entry suggests that the understudy notice in the program book may have a psychological effect prejudicing a person against the show before the curtain rises. (Though I have attended a show where there was a small flurry of the notices falling out when I opened the Playbill. That certainly didn’t help my confidence.) Of course, eliminating proper notice probably runs afoul New York’s fraud laws.

While reading the entry, I recalled Holly Mulcahy’s September column on The Partial Observer about substitutions in orchestra programs. I wondered if the practice of changing up a concert offering was undermining confidence in orchestras as much as changes in casts are in Broadway shows. And has anyone ever done a study on that?

More Tales From the Furniture Store

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So last Thursday I had a really excellent dinner at a furniture store.

Long time readers will remember when I blogged about the opening of this store about two years ago. I was a little skeptical about a situation where a high end furniture store had a wine bar, high end restaurant and theatre in it. I have actually been to a couple events at the wine bar and theatre before but this was the first time I had dinner at the restaurant. It was really quite excellent. The highlight for me was an intermezzo of wasabi and apple sorbert. Just when you thought the wasabi was going to be too much, the coolness and sweetness turned things around and left your mouth with a taste of honey.

I was there lending my support for a fundraiser a performance group partner was having in order to raise money for a production we are premiering next October. The meal was preceded by a piece from the show we are putting together. It was my favorite situation. I got to have people tell me how wonderful and inspiring the show appeared to be and congratulate me. Followed by a really good meal. I didn’t have to worry about organizing the experience. I’ll find out how successful the appeal packets were in a few weeks.

But aside from that there was something that caught my eye about the activities at the facility. One of the women at my table mentioned her daughter said the bars and restaurants were a hot place on the weekends and there were lines out the door. I knew they kept the theatre busy with fashion shows and other events. One thing I didn’t realize until that evening was that they have a game night one Tuesday each month. They bill it as a “netplaying” opportunity. As an alternative to normal networking events, you attend and play board games or Wii video games at one of 12 stations set up around the theatre. (I should mention it is something of a black box theatre space with no permanent seating.)

It is free though you need to purchase at least one drink or something to eat. I am guessing the program has been at least marginally successful because they are advertising a new time and new sponsors. I am not sure if the sponsors help provide the games or the prizes (or both).

I saw this netplaying program and started thinking about the networking/attract new audiences type events that arts organizations sponsor. The approach has had mixed results from what I have read and thus has been of dubious value. My suspicion is that those who have had poor results have been doing it solely to increase their audiences rather than provide something that is needed and valued by their community.

I have no doubt that the social side of the building is designed with the intent of having attendees patronize the furniture side. I am not going to attribute high ideals to the business. The bars and restaurants are designed to appeal to young professionals. At the moment, they may be spending all their money on the clothes to wear to the bar and the wine they consume there while their apartment is a dump. It won’t always be that way though and when the young hipsters are ready to furnish an apartment, they are likely to at least look through the store there. In the meantime, they are in the building having fun and bringing their friends.

The arts organization which isn’t quite sure if it will make its budget from year to year may not have the institutional patience to take such a long view. In their heart of hearts, they may be whispering “If you build it, they will come and they will donate money” and hope it will all happen in the course of a season.

If you look at my previous entry and then look at the events they have running each month now, you will see that there is a pretty significant difference in how they are using their space. No jazz or film nights, not really too many family oriented events, few seminars on topics like micro-enterprise.

They started out with an idea of what might be useful to the community and then made adjustments over time. They built their facility with the intent of providing services to a clientele that would purchase their furniture. How much more difficult must it be then for an arts organization to do the same in a facility that wasn’t built to enhance the lifestyle of a demographic that isn’t patronizing events held there?

And since the purpose of the organization probably never included providing ancillary services to woo new audiences, there isn’t likely to be a staff dedicated to that purpose who have been provided the support and resources to adjust programming to find the combination of services which is most appealing. The fact that some organizations experience success at all probably has as much to do with luck as sincerity, devotion, excellent planning and execution.

Probably the best approach would be to contract with external vendors. While it would require staff to monitor contracts and process payment/revenue splitting with the vendors, at least staff isn’t faced with fabricating services whole cloth. You also have the opportunity cancel those services which don’t seem to be valued and replace them with new ones. Staff will still be needed to coordinate experiences that are appropriate to the tenor of the organization preventing them from working on something more directly related to the core purpose. Leadership needs to recognize this when committing to what is likely to be a long term development process.

Fun on the Fund Drive

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I was a guest on my local public radio station’s fund drive today. It was my second year, but as always I had a blast. I am sure it isn’t the same experience for everyone, but the time just flew by. I was ready to go another hour but they already had someone else lined up.

As a leader of a non-profit organization, these fund drives seem like such a win-win for both organizations. I was there offering tickets as premiums for membership and in return, I received the opportunity to raise awareness about my organization. I actually tried to be cognizant of how much I talked about us but the hosts kept feeding me lines opening new avenues of conversation.

I saw the whole experience as a game to see how I could turn something into a plug to become a member. The host commented on how adventurous and daring our programming was. Thanked her and talked a little bit about our philosophy and came back around and mentioned something to the effect of how supporters of the station were likewise adventurous and bold in that they were eager to consume programming that dealt with situations outside their daily experience.

I had been worried I would run out of things to say so I had prepared some notes in advance of my arrival making a connection between the tickets we were offering and the station. (Lead singer of a group voted among the distinctive voices of her country-the station is a distinctive voice in the community with few such alternatives–you can be a distinctive voice by declaring your support of the station.)

It turned out I need not have been so concerned. The program I was guesting on had fewer opportunities for pledge solicitations than the one I was on last year. I left the remaining tickets for the station to in future segments and then fed the host my notes so she could use them in future segments. No need for my ideas to go to waste, after all. (I have had interactions with her before so it the situation wasn’t akin to a waiter pitching his ideas to a film director.)

So I know this entry has mostly been about how cool and clever I am. I am, however, too lazy to make these same suggestions in a third person voice. “One should endeavor to be a gracious guest by preparing remarks that emphasize the desirability of becoming a member.”

Besides, I know that if I say I had fun playing word games, most of you will figure you are cleverer than me, (you aren’t by the way), and can do a much better job promoting your organization and membership to your public radio station and will help your local station in the (futile) attempt to do just that.

But in all seriousness, while I was sitting there waiting to go on air again, I starting thinking how much I wished there were other forums where the general public would direct their attention to hear arts people talk enthusiastically. There was an entirely different energy to our conversation than I have experienced at Q&As and performance talks. It might have just been the setting. Talking to each other without the immediate awareness of an audience likely changes the dynamics. If I could be sure I could translate at least some degree of the experience to our stage, I might consider asking the woman who hosted our segment to act as an interviewer for a show discussion.

Something for me to ponder.

Oh and if the idealism of helping out another non-profit in your community or playing clever word games isn’t motivation to go on a fund drive, how about economics. We saw a surge in ticket sales while I was on the air. One guy apparently drove to the theatre and began banging on my office door because he was afraid we would be sold out.

Hate Hazelnuts, Love Filberts

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In an illustration of the power of language in branding and naming, while having coffee this weekend a friend and I started having a discussion where he stated how much he hated hazelnuts and really preferred filberts. I ran with the joke and solemnly agreed that hazelnuts were over exposed. Witness the hazelnut creamer and syrups available here in the coffee house. Another friend was still up at the counter when we started the conversation so when she sat down and heard us seriously discussing how filberts, which tasted amazing, were being marginalized by the hype about hazelnuts, she sort of got pulled in. We did clue her in to the fact we were talking about the same nut, but not until we had a discussion about how the hype about the benefits of acai was selling smoothies of dubious nutritional value at that coffeehouse.

Of course, we all know that language is used to make things sound less negative. Like how there are those who refer to the dangerous chemical, Dihydrogen Monoxide as Hydrogen Hydroxide because the latter sound less threatening. But a little research will show that it is widely used as an industrial solvent and coolant, in the production of Styrofoam and poisons. Even in small quantities, accidental inhalation can cause death.

Of course, there are always people who will be smart enough to see through attempts to mislead them. When it comes to promoting our events and our organizations, a careful balance must be struck. I am a big proponent of avoiding trite phrases like those excerpted from movie reviews for the purpose of advertising the film. Yet if your language is too lofty, you run to the risk of creating an appearance of elitism.

I had a situation this season when writing text for our brochure. I described a show where a man must confront an evil force which has subverted the souls of better men than he. I later mention him having to resist the fell forces. A professor suggested I change subvert and fell because the students wouldn’t understand what it meant. Setting aside most of the reasons I thought that statement was wrong, I ultimately decided to keep the language because 1) our students aren’t the target audience for the brochure anyway; it receives much more use by the post-college age general public. 2) I didn’t think that given our educational mission I should be dumbing down a word choice that wasn’t that challenging to start with and could be derived from the context of the sentence.

Just the same, my concern about having language that might alienate people and pose a barrier to attendance made me think about the situation for awhile.

What If They DO End Up Loving The Arts?

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Barry Hessenius is conducting a massive six week conversation about the future of the National Endowment over at Barry’s Art Blog. When I say massive, I mean it. This week’s entry is so large (and won’t be complete until tomorrow’s Q&A) that I feel guilty about addressing such a comparatively small section of it.

Truthfully, it may be too large an entry for its own good. Few that could benefit from it may take the time to read it. There were many people whose thoughts I value contributing to the entry, (even with Andrew Taylor’s absence), so I did take the time to digest it.

On the topic of arts education, Ian David Moss who blogs at Createquity.com fleshed out the recently oft repeated question about the long term value of an arts education in a way that seemed very compelling to me. (my emphasis)

Before you call me out as the Grinch who stole music classes, let me explain. I think that the conversation about arts education is inseparable from the conversation about the professional arts infrastructure in America. The reason is simple: the kids who fall in love with learning to play the tuba or do a pirouette today are the adults who are going to be competing with each other for gigs and grant money tomorrow. If we are successful in our efforts and ensure that every child has the opportunity to experience all the arts they want to during their formative years, what happens to them once they get to college? The arts are a powerful drug, as addictive as nicotine for some. The arts encourage people to dream big, and we’ve developed a post-Baby Boomer culture in America that tells children to follow their dreams no matter what obstacles they encounter. That’s fine so far as it goes, but there needs to be a pot of gold on the other side of that rainbow. When music conservatories, playwriting programs, schools of art—institutions whose ranks and capital budgets have been swelling apace in recent years—blithely charge marginal students tens or even hundreds of thousands of dollars and fail to offer them even the pretense of “real life” entrepreneurship skills, that’s as close to third-sector malpractice as it gets in my opinion.

[…]

Much of the literature that advocates arts education as a strategy for cultivating demand for the arts assumes that students who have invested thousands of hours of their lives in perfecting a craft during their formative years will happily set all of that aside as soon as they turn 18 and 21, become productive members of society with skills that they somehow picked up while practicing piano for four hours a day, and donate all of their expendable income to their local arts organizations. Really? Don’t you think that some of them might be a little bitter about having to leave their dream behind? Don’t you think some of them might continue on and spend their parents’ life savings on three graduate degrees in a quixotic quest for fame and glory that never materializes? Is this the best use of our collective human capital?

[…]

N.B. Upon visiting Ian’s blog, I happily found that he posted the above material with supporting links not available on Barry’s Blog.

I have discussed the idea of arts training programs graduating students into a glut market before. I certainly have to acknowledge Scott Walters and Tom Loughlin, theatre professors who often question their part contributing to this state. Scott Walters was part of the conversation on Barry’s Blog and alluded to Tony Kushner’s 1998 “Modest Proposal” to eliminate undergraduate arts degrees which he included at some length in a 2006 entry on his blog.

What I never really thought about was what the arts world would do if they realized their ambitions to engender an appreciation of the arts in a large number of young people. I don’t think his suggestion that the push for arts education is motivated by a desire to have more consumers rather than artists is completely fair.

Or rather, I don’t think operating on the assumption that not everyone will become an arts practitioner completely nefarious. No one expects every kid who participates in Little League, Pop Warner Football and various soccer leagues will go on to become a professional athlete after all the time they have invested in practicing. Though certainly a situation where a college athlete isn’t expected to devote themselves to their studies is not something to be emulated. And in fact, as Ian points out, lacking large scholarships to keep their debt down, artists have it worse if they leave college without any “real” skills to fall back upon. The purpose of all these youth athletic activities is to cultivate an appreciation of the various sports which translates into audiences for athletic teams throughout life. (Not to mention a lot of athletic apparel purchases if the national sponsorships by sneaker companies are any indication.)

Still, if we have trouble employing artists now with really crappy arts education, what will happen when we ignite kids’ imaginations and convince them the arts have value in their lives. Yes, there may be an increase in arts consumers if more people grow up valuing the arts, but young artists will be graduating and trying to practice their craft long before their fellow graduates acquire enough disposable income to support them. The one saving grace might be if the economy is moving toward creativity. In that case, the graduates would likely need much different training than they are receiving right now.

Not that it is okay, but the arts are not alone in misrepresenting opportunities. In the last year, I read an article that cautioned people about believing ads that say things like there are plenty of jobs in nursing*, computer programming, tractor trailer driving, etc. The piece evoked the Grapes of Wrath in noting that it was in the best interest of many industries to flood the market with many qualified applicants so they can keep wages low due to competition.

I am not suggesting that this is a situation the arts attempt to cultivate. Other than Hollywood or some of the old Broadway syndicates, I can’t think of any entities who would have both the perspective to recognize this and the influence to bring the situation about. If lower costs were a goal, regional theatres would try to attract more people to their areas instead of casting out of NYC and having to pay to house people locally. Though I suppose high concentrations of actors in NYC does keep prices down in its own way. In any case, given that Baumol’s Cost Disease makes producing art increasingly more expensive, the arts do benefit from having a surplus of talented people.

*Don’t mean to imply nursing doesn’t have the need given all the aging baby boomers. It is just one of those areas for which you hear there will be a lot of demand.

#@$#^%$#@%$# SPAMMERS!

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Well spammers recently co-opted a feature on our website for their own nefarious purposes. The result is, we have had to shut down a useful tool on our website until we can find a solution.

The feature enabled people to easily tell friends about a performance. A simple click of a link autofilled a form with the description text and a link to our events. It also allowed people to personalize the message with their own thoughts and remove our material entirely if they felt they could do the job on their own.

So you can probably see the opportunity for spamming. We recognized that it was open for abuse, including people looking to represent themselves as us, so we had all uses of the form blind copy us.

I had more than 4500 emails this morning. I was lucky there weren’t more, I am sure. Upon further investigation, we discovered that the measures we had put in place to thwart this sort of thing had been doing so quite well for some weeks now preventing spam from ever entering our mail queue. But the spammers found a way around it and so here we are being blacklisted by service providers.

This is quite annoying because while the feature wasn’t overwhelmingly successful, people did use it regularly to pass the word along to their friends. Now we have to find another method. Anyone have a suggestion? I imagine something with a RECAPTCHA challenge exists out there.

In the mean time, if you have a similar feature on your website but haven’t been monitoring its use, you may want to examine its recent activity.

Planning 2010-2011

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Had a meeting with my booking consortium today and learned some interesting things.

First of all, in relation to my post on advocating to keep our state arts council staff from being laid off. I was told that during the hearing, it came to light that the decision to lay the staff off came after all a consultation with all the unit heads–except the council’s executive director. Apparently it was felt the arts council was not an important unit and the grant administration could be accomplished by the general state accounting staff. Then it was decided that the grant administration was specialized knowledge the accountants couldn’t handle themselves so the executive director and one assistant should be kept to help the accountants. (So the restoration of two of about 10 people slated for layoffs.)

The final decision has yet to be made. It did occur to me that while we can recite the economic impact of the arts stats in our sleep, there are still people who don’t know the arts contribute to economic activity. The president of our group said he was able to easily point to a recent $10,000 artistic fee payment that yielded $150,000 in additional direct spending independent of any restaurant checks, parking fees and babysitter payments.

Second thing I learned is that with funding so uncertain, especially among universities, a lot of tour decisions are being made much later in the year. Apparently this was a topic of conversation at a recent regional conference. Because we depend so heavily on artists touring the West Coast to keep our prices down, we will have to make our own decisions for the 2010-11 season months later than we usually do because opportunities may never emerge. I am sure since four of our members are associated with universities this will just perpetuate the cycle of postponed decisions.

One of the positive things I noticed during the meeting was people were proposing many more artists I could afford to present. Last year’s cycle seemed to emphasize higher paid acts, but fewer of them. I haven’t quite analyzed how things resolved themselves this year to determine if artists are lowering their fees or if my partners are looking at a greater number of less expensive performers. If the latter is the case, they are either instinctively or intentionally following the Kennedy Center President Michael Kaiser’s advice not to cut programming in tough economic times.

I am personally feeling less anxious than I was at this time last year when I was faced with the proposition of putting together a slate of performances without the benefit of as many partnerships as I had in the past. Of course, it also helped that I walked into the meeting knowing a show I started conversations about two years ago would be opening my season.

Another thing that came up was a desire to have much closer communication between those organizations that aren’t consortium members and those that are. Someone initially proposed Bela Fleck, Zakir Hussain and Edgar Meyers for the coming season unaware that they were playing with the symphony this year. This represents something of a missed opportunity for the symphony since they have played in at least one of our member’s venues before and could have partnered to take the performance there. (Though it ain’t cheap and given the symphony’s recent financial problems, it was probably more prudent to do as they had.)

Having heard how great the concert was, member organizations seem likely to pursue presenting the trio alone. People expressed regrets that the two weeks notice they received in speaking with agents didn’t provide the opportunity participate in the tour this time around. The problem of duplicating another local arts entity’s efforts has been an ongoing one. Any show that doesn’t have an agent or rights holder monitoring it for geographic conflicts, Shakespeare’s shows for example, has the potential of popping up more than once as a local offering. In some areas groups try to get together and alert each other to future plans. But even that arrangement might not be effective if groups need to postpone their final decision making until later.

That said, we all get tons of emails every day alerting us to routing opportunities. It is amazing that there are actually some acts touring whose plans we haven’t heard about.

Continuing Mystery Gets Me Chocolate

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Okay, some updates on recent posts!

I posted about the state furloughing teachers 17 Fridays over the next year. I was happy to see a local theatre immediately jumped on the opportunity to offer a Furlough Fridays program teaching kids about musical theatre. One of the things I liked was that they require you to attend all the classes emphasizing that student commitment to their classes was just as important as commitment to the classes they were missing.

Parents have actually started a movement to pay the teachers themselves on the furlough days. This raises a number of issues about the use of the school facilities, workman’s comp coverage and insurance. It also raises the question about why people are resistant to having their taxes raised a little bit to support the schools for the whole year but okay with paying a lot more to have their children taught on a few days out of the year. Is this going to reveal the gap between the haves and the have nots if parents in more affluent neighborhoods are able to pay to have their kids taught while the schools in poorer neighborhoods stay empty on those days for lack of the same funds?

One of the biggest impediments actually is a decade old ethics rule that prevents teachers from being paid privately to teach their students. The rule was enacted to prevent basic concerns like whether a teacher skimped on the instruction during the day in order to guarantee the need for additional instruction after hours.

The other update I have is to the situation I covered in my entry titled The No Sell Sales Pitch. Recent events, I am afraid, have done nothing but renew my curiosity about the approach being employed by the two dancers who visited in late August. Today I received a package with a 1 lb bar of Trader Joe’s Belgian Bittersweet Chocolate with Almonds, a bag of Trader Joe’s Trek Mix and a tea candle in a blue holder. There was a card thanking me for meeting with them, praising the work we are doing and hoping our paths will cross again. Still no material about their company which I am assured by others does indeed exist.

Maybe they just aren’t that into my theatre.

Advocating Under Pressure

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I received an email at 3:00 pm today “reminding” me that the deadline for submitting a letter of testimony to the state legislature about the possible layoffs of the majority of the state arts foundation staff was due by 5:00 pm. I use the quotes because I was entirely unaware that the hearings were today.

But this is a topic which really concerns me because the governor has sent lay off notices to pretty much everyone at the organization, including the executive director. The only people who were exempted were a clerk and a couple federally funded positions. Without any staff, the state is in danger of losing funding from many sources, including the NEA and federal stimulus funds.

What follows is the letter I managed to throw together in an hour and a half. It certainly isn’t perfect. At the same time, it is more than the notice I received asked for. The letter advised me to throw a couple sentences together because the legislature probably wouldn’t read it and was only interested in the total number of letters received on the subject.

I figured at the very least it would be good practice for advocacy letter writing under pressure to write something with more substance than being requested. I know a couple people intended to focus on the stats and economic benefits of the arts. However I remembered a talk I attended by Jonathan Katz of the National Assembly of State Arts Agencies on the subject of advocating to decision makers. He talked about using concrete examples of how supporting your cause will show them advancing the public good. While I did mention economic value briefly, my main focus was on the arts valuing the history and culture of under served communities.

Aloha,

I am writing out of concern over the proposed staff cuts to the Hawaii State Foundation on Culture and the Arts (SFCA). Though the arts represent a small part of the state’s budget, the impact they have are tremendous. Other testimony you have received speaks to the economic impact the arts have in the state leveraging $35 in ancillary spending for every ticket and entry fee paid. So much of that economic activity starts with the State Foundation on Culture and the Arts. Without a staff to administer it, funding from regional organizations like the Western States Arts Federation, national organizations like the National Endowment for the Arts and federal stimulus funding through the American Recovery and Reinvestment Act is in jeopardy. The loss of this funding can mean a loss or diminished private funding from endowments and foundations which require their support be matched.

Losing access to these funding sources will have a very tangible impact on the availability of culture and the arts for the people of Hawaii and will undercut attempts to disseminate Hawaiian culture nationally and internationally. The first thing people entering Leeward Community College Theatre enjoy is the 102 feet wide by 23 feet high mural by Jean Charlot entitled, “The Relation of Man and Nature in Old Hawaii.” It is a gorgeous work of art commissioned and maintained by the SFCA Art in Public Places program. I am pretty rabid about protecting this magnificent, but fragile fresco from potential damage. As the only major performing arts facility on the leeward side of the island, serving the Waianae Coast, Mililani and North Shore area communities, it is only proper that residents have such a beautiful work to remind them of the historical and cultural heritage of the state when they attend events. It is fortunate that the mural benefited from some minor repairs and restoration two years ago thanks to the SFCA.

The performances themselves benefit from the funding administered by the State Foundation on Culture and the Arts. While the university provides a great deal of support, many of the events which the theatre presents depend heavily on the support the SFCA acquires. Leeward Community College Theatre works with partners throughout the state to leverage our combined purchasing power and secure favorable fees for artists to perform. However, it is still very expensive to bring performances to the middle of the Pacific Ocean. Because of our desire to make performances accessible to people living on the Waianae Coast, Mililani and the North Shore, we charge a much lower ticket price than our partners on the other islands. The funding secured through the SFCA combined with a lot of hard work helps us end the year just barely in the black. We are committed to keeping performances affordable for our constituents. The SFCA makes that possible and we acknowledge that in our print materials, our website and in an announcement from the stage before most performances.

We use the SFCA funding to support performances that reflect the lives of the residents of Hawaii, celebrating their culture, history and engendering pride. We have had groups from throughout the Pacific from places like New Zealand, Easter Island, Samoa, Tuvalu and Tokelau.

We certainly haven’t been simply bringing in groups from the outside, but have also been instrumental in promoting Hawaiian culture and raising its profile nationally and internationally.

We presented Halau O Kekuhi’s “Hanau Ka Moku” which celebrated the emergence of the new island, Kama‘ehu, off the southeast of the Big Island of Hawaii. The show toured the state, the Mainland, including a performance at Wolf Trap, the National Park for the Performing Arts.

We also presented Maui’s Halau Pa’u O Hi’iaka’s performance of the life of Kahekili, who nearly unified the islands under his single rule. The performance also toured the state, the Mainland and Germany and has plans for going to Japan.

We brought Honolulu born Keo Woolford in to perform his one person show, “I-land”, a piece about Hawaiian identity that had multiple successful runs in New York and Los Angeles.

Leeward Community College Theatre and Aiea based Tau Dance Theater produced a contemporary opera entirely in Hawaiian in 2006 based on the Naupaka myth which toured the state. In 2011 we will team up again to produce a piece about Hawaiian snow goddess, Poliahu.

Finally, we are working with Honolulu based Monkey Waterfall to create a site specific show about what it means to be a celebrity that will range across the Leeward CC campus.

We have no hesitation when it comes to presenting events that resonate with the lives of the state’s residents because we know the theatre will be packed. People are voracious for these sort of performances.

Many of the events we sponsor have activities that go beyond just an evening’s performance. We have outreach performances for school children from the Waianae Coast, Pearl City, Mililani and North Shore both at our facility and in the schools. There have been workshops and master classes people can take to hone their technique. But the people of O‘ahu have exhibited aloha MANY times with potluck meals both at Leeward CC, in private homes and on the beaches. Visiting artists have been invited to jam sessions in bars where they have been astonished by the technique of slack key and steel guitar masters and left trying to master these new skills.

The people of Hawaii, (and those lucky artists), stand to lose all these opportunities if the State Foundation on Culture and the Arts is made ineffectual by staffing cuts. I urge you to consider all these issues in your deliberations.

Mahalo nui loa,

Joe Patti

The Uninvited News Release

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I think I may have previously mentioned that one of the local daily papers has started allowing people to submit stories to be posted on its webpage. I recently encountered a situation which that emphasizes the need to monitor and control your message and image on the web.

Last week I noticed a strange headline on a reader submitted news story for a local university theatre. The headline was poorly written and the word choice wasn’t the sort of thing you would use to promote an event. Even a mundane “Theatre performs X In October” would have been more suitable. Upon reading the whole piece, I figured perhaps the department was having the students write press releases to get experience. Then I realized the show it was spending most of the space discussing had opened and closed already.

I contacted a colleague in the department to discover what had happened. If the story was submitted late, that was one thing. However, since this was the same newspaper that had inexplicably omitted our events from a recent review of Fall Arts Events, I was concerned that maybe their approval process for web stories had a backlog that was delaying their release. If that was the case, I wanted to take that into account when submitting releases. Regardless of what the answer was, the delayed story damaged the organization’s credibility a little.

It turned out that a journalism student decided to be helpful and submitted a story unbeknownst to anyone at the theatre. (Though the student waited until her journalism professor reviewed and graded it. I hope the professor wasn’t aware this outdated story was being posted.) This news caused me some concern. Because there was no verification procedure in effect, someone who had no connection with the theatre was able to represent themselves as if they did and had a story published under the imprimatur of a major newspaper.

Certainly it isn’t news that the internet allows people to misrepresent themselves. About three years ago, Drew McManus bought up a number of alternative web addresses for orchestras around the country. It takes a lot less effort to submit a fallacious story to a newspaper than it does to create a spoof site that looks like that of the Asian Art Museum. This event represents a new variation on the problem because newspapers are still generally seen as a dependable source of information (at least in the non-political arena). People may not yet be distinguishing between the links to reported stories and those to submitted stories.

Furloughs, Arts Education and A Silly Song About Schubert

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In somewhat depressing news, the state teachers’ union approved a proposal which will require them to take 17 furlough days a year as part of a plan to make up a projected state deficit. This will translate into schools being closed two or three Fridays every month. Teachers are even more concerned about being able to meet required instructional standards than before. I can’t imagine this will be any good for what remains of arts education instruction in schools.

At the moment, a school outreach we have scheduled on a Friday won’t be pre-empted by a furlough day. Hopefully the school won’t decide they won’t have time to have our program when the time rolls around. The one thing about this situation that chafes a bit is that sports events are not canceled on the furlough days but plays, concerts and dances (not to mention instruction) will be.

At the moment, things look pretty good for us. We have been giving a lot of building tours to high school teachers and counselors the past few weeks and many of them are interested in our shows and outreach possibilities. We have also been asked to speak about arts related professions at two career days this Fall which is a good sign. One of the invitations came at the recommendation of a donor and the other as a result of a tour we gave last week.

I was listening to the first podcast of Inside the Arts comrade, Ron Spigelman’s Audience Connections class and he suggested that conversations about the arts in needed to happen in grocery stores and other public places. You expect these discussions in performing arts centers, when they happen spontaneously in public places the influence spreads beyond the choir (as in “preaching to”).

He uses the example of shopping and having people compliment him on a concert they recently heard so this isn’t the case of people breaking into song for no reason whatsoever. (I love Schubert! Joseph Schubert! Actor Heinz Schubert! And that Schubert named Franz!)

I will admit that having a captive audience of students at a career day lacks a little spontaneity, but now more than ever it seems to be important to have conversations about the arts in alternative venues.

Assorted Arts Candy

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Okay, some fun links from around the web today-

First off, you can have your big performing arts centers and arts organizations with multi-million dollar endowments and budgets, I would wake up happy every morning if I could say I worked here. (I wonder if they have 24 hour security to keep people from eating the building.)

Second, I wanted to point out an article on the always helpful Non-Profit Law Blog about common problems with organizational by laws. I passed the link on to an organization of which I am a member because we spotted some of the same issues with our bylaws and I figured there might be more still to examine.

The entry also includes potential problems when using another organization’s bylaws as a template for ones own.

Last, I wanted to direct people to an entry on Ken Davenport’s The Producer’s Perspective about a Hungarian immigrant who created a theatre ticket discounting organization in NYC that preceded the TKTS booth in Times Square by nearly a century.

Joseph Leblang received free tickets to shows in exchange for allowing posters to be put up in his shop. What he did was turn around and sold his tickets as well as those received by the neighboring shop owners for less than full price. The theatre owners weren’t happy but ended up turning their unsold stock over to Leblang because he did such a high volume business.

Davenport ends with an observation about keeping ones eye open for opportunity. There were many shopkeepers receiving tickets who could have started the same sort of endeavor but none did. Or at least none emerged to significantly challenge Leblang.

Learning Chinese To Sing In English

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Busy, busy, busy, busy these days but I learned something interesting today that I thought I would share.

I met a guy who is in the local university’s production of the Lady White Snake Chinese opera. The show is in February but they are starting rehearsals now because the group is learning the opera in Chinese first and then in English. Apparently, it is easier to learn the proper delivery if you learn it in Chinese first. Then they have three different English translations to choose from. Each person will be assigned the English version that suits their abilities best. One person may be singing translation one and the person responding may be using translation three.

I saw the last Chinese opera they performed and I have to confess that it took me ten minutes to realize they were singing in English because they were employing Chinese opera’s characteristic style of drawing everything out in a very high pitch. I knew the cast had an extended rehearsal period because they were learning an unfamiliar technique, but I had no idea how involved it really was.

My Incredible Shrinking Weekly

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In my mind, trend of newspapers have financial difficulties has been tied to purchases of the newspaper: People aren’t purchasing the papers to read any more, circulation is down and so advertisers aren’t buying space so revenues are down. It hadn’t really occurred to me that this would be as much of a problem for the alternative weeklies. Since they are free and usually have a high circulation, I figured they wouldn’t have ad sales problem to the same extent.

The recent issue of our alternative weekly made me realize this may not be the case. In truth, it may not be a readership problem but rather that people don’t have the money to buy ads. I gave up investing a lot of hope in the dailies a few years back when the entertainment editor told me their focus would be more on pop culture. We would still get some okay coverage, but the arts reviewers would complain about the way they were being asked to frame their stories. Then the entertainment editor took the contract buy-out and I became sort of nostalgic for the good old days.

The alternative weekly usually had my back. We would get decent mention of 85% of our stuff and calendar listings for the rest. There would often be some quirky spin on our shows. Sometimes it was too quirky and people rolled their eyes, but at least people read it in the first place and called wondering what the show was really about.

Last week’s issue for the weekly was the Fall Arts issue. Generally there is a multiple page spread of all the events up to the new year either listed by genre or venue. This time there was a note from the editor saying the listings wouldn’t appear this year because 1) Few arts organizations had the money to do anything and 2) The paper didn’t have the resources to write anything. Instead, they were doing profiles on four up and coming artists to watch. None of our events were listed.

The paper usually sells specially priced ad space so arts organizations can promote their seasons. Generally there are quite a few of these ads. This year it was just us and the local symphony.

This actually made up for the lack of coverage because we were conspicuous by the absence of pretty much anyone else. Our drama director called me and congratulated me for getting an ad in the issue. I pointed out it was no coup when you were paying for the privilege but it illustrates just how barren the issue was. I guess I could be congratulated on having the money to buy the ad space.

This development caught me a little off guard. I was ready for the decline of coverage in the dallies and have been watching for opportunities to capture names and identify opinion leaders. The has been a key tool in reaching a more hip segment of the population who aren’t necessarily deeply involved in social media networking. Since I suspect they buy their tickets at the last minute, I may not have captured their contact information in my database.

My next move is to try to figure out if the crisis at the weekly is with a reduction in readership or with advertisers. If it is advertisers, then my visibility can go up when I insert an ad. Of course, if the weekly can’t afford to distribute as widely or go out of business altogether, the benefits of standing out in a smaller crowd is likely to be short lived.

Arts. Widget For More

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Americans for the Arts have a widget available that can be easily placed on any website, blog or social media site. I put one at the bottom of my right side bar.

If you click on the share or embed link in the lower right, it provides you with the ability to either automatically insert the widget on your social media site (and many blogs) or copy the code so you can manually insert it into your blog, website, whatever.

If you click on campaign, you can see the television ads they have been running (my fav is Raisin Brahms), listen to radio ads or download some of their other logos like Elizabeth Barrett Brownies.

I think it is important to post this sort of thing just to make people aware of the lack of arts in schools by sheer numbers so please consider adding the widget to your webpages, blogs and social media accounts.

I have been critical of Americans for the Arts (or if I haven’t, I have thought it) for only allowing partners who had invested large sums of money have access to more than just a logo as a tool to promote the “Arts. Ask for More” campaign. Certainly, they had every right to place controls on how broadcast and print ads were used. It is just that the only way I could participate was by posting a logo. Now that there is something more, I am happy to use it everywhere I can and encourage others to do the same.

Wrong Words Can’t Describe This Film

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Since I am always looking for a situation that provides something of value for arts administration, I take my lessons where I find them. The latest was an illustration of how what you say about an experience matters. Intellectually, we know that if we want to convince people to attend an event, we need to employ compelling word choices. Execution often fails.

Around mid-July a friend told me he and his girlfriend had gone to see a movie called Departures. The way he talked about it, it sounded like Night Shift without the call girls. He describe it as a movie about a guy who loses his job and ends up working for an undertaker. He talked about it being funny at times and sad, but never used very strong terms. As a result, my image was of a guy who spent the night in the morgue reading, making some awkward mistakes in relation to dead bodies and perhaps learning something of the way these people lived to inspire him about his future. A nice story, but it didn’t make me want to see the movie.

About two times since then he mentioned it was a good movie, but didn’t really inject any particular enthusiasm above saying he and his girlfriend liked it. The thought that went through my mind was that he wasn’t certain enough about his own tastes to speak more confidently about the film. He thought it was a good movie, but he wasn’t sure if was actually a good movie.

I can’t necessarily blame him. The movie is only playing on one screen out of 115 in the county. Can’t be that good if it is only playing at one theatre, right? But the whole issue of feeling comfortable with your encounters with art is a topic for another entry.

Last week I ran into another guy who raved about the movie encouraging me to go see it. The image he painted for me was nowhere near what the first guy had. So I went to see the movie this past weekend.

Yes, it is only playing at one theatre in the county, but it has been playing there for about 80 days. I was near that one theatre Saturday morning so I went to the 10:45 am show. The word of mouth must be good because there were about 40 people ahead of me online and nearly all of them bought tickets to the film. I know this, because the people in front of me kept remarking when someone bought tickets to our showing. I think there were only about 75 people in the theatre, but that is pretty good for a morning show nearly 80 days after it opened.

I absolutely loved the movie. Arts people should especially take note given that the lead character loses his job when his orchestra goes under. There may be another career waiting out there for you! I am told you can watch the movie on line but it would be a shame to do that. It surprisingly hasn’t opened in some parts of the country so there is still an opportunity to see it. Hopefully it is experiencing a prolonged run in those places it has opened so others can go see it if they haven’t.

Watching it online, you would also miss the communal nature of film going. The audience for this sort of movie are not as likely to talk on their cell phones throughout the show as with many films so you can be reasonably assured of a good experience. This movie is about death so there are some heart wrenching moments. It is at these times that you are reminded you aren’t experiencing these emotions alone. I think you would also lose the impact of some absolutely beautifully composed shots, including the deft grace with which the lead character performs his new job.

The movie left me wondering if they still prepare the dead in Japan in this manner. I suspect it isn’t the standard practice, but perhaps it is still common enough. The lead actor learns how to prepare a dead body to be placed in a coffin. There is a ritual cleansing of the body which is executed before the family. The entire body is disrobed, cleaned and redressed in view of the family. It is all done under a cloth draped over the body so that the family does not see the unclothed form of their loved ones. The precision and artistry with which the ceremony is performed is beautiful and entrancing.

The movie makes the point that funerals are for the sake of the living when one of the characters points out the three coffin models they sell with widely varying prices and mentions they all burn the same in the incinerator. Still, I think you would have an entirely different view of death and funerals if you knew your loved one received such attentive care before they were placed in the coffin.

So anyway, that is my attempt to sell you on the movie by telling you why I liked it while avoiding press release language. It lacks the umph of vocal expression, (OMIGOD, THE MOVIE WAS AWESOME — which is close to how I have expressed myself in person), but hopefully people are at least intrigued. I have intentionally avoided linking to the trailer because I think it does a poor job of portraying the movie. Even after seeing the movie, my excitement is dulled by the trailer. If you need to watch something, visit this page and immediately click on the picture to the right of the actor playing the cello. The little bit that plays best represents what makes the movie so good.

Sometimes You Can’t Choose Why People Love You

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Arts administration blogs such as mine frequently chant the mantra of relationship building. Success, we say, is incumbent upon you getting your community invested in your organization.

There have been a couple incidents in the last few weeks that serve as reminders that you don’t always get to define the parameters of your relationship with your constituents. Sometimes what people value about your organization is unrelated to the product you think you are offering them.

The first is the boycott of Whole Foods for CEO John Mackey’s editorial in the Wall Street Journal stating the country can’t afford the Obama Administration’s health care plan and suggesting something similar to the way Whole Foods provides health care to its employees. You can find a summation of why people are upset on Huffington Post.

I am talking about this situation first because it is the weakest of the two examples. I could say that Whole Foods product isn’t health care and that most of the employees likely hold a view closer to that of the customers than the CEO so why boycott the store? However, it doesn’t take much effort to see that Whole Foods is selling a healthy lifestyle. In fact, Mackey pretty much suggests you won’t need health insurance if you patronize his stores. Even though Whole Foods’ health insurance looks to be fairly decent, health insurance for those who don’t have it is a hot button issue. Though I suppose there is some irony in the fact that people refused to shop at Walmart for denying health insurance to many of their employees and now they are going to boycott Whole Foods which pays 100% of the insurance premium because the CEO is encouraging everyone to follow his company’s example.

The furor over IKEA’s font change on the other hand, is a little puzzling. While font choice is part of the company’s brand identity, the font has no bearing on the quality or design of the furniture being sold. It is hard to understand why customers of a company whose products have been described as the vanilla choice of the furnishings world are upset because a more ubiquitous font has been chosen. And yet people are signing a petition urging them to change it back.

I’ll agree that font choice is central to creating an impression and identity for a company. Would you frequent McDonalds if their font screamed Soviet gulag? Short of a favored store making a similarly extreme change, I can’t say that my continued patronage hinges on font choice. I could perhaps understand if IKEA discarded their naming conventions for something generic like Mahogany chair style 3. The quirky naming thing is characteristic to them and kind of endearing. The font choice being central to the enjoyment of a furniture buying experience I can’t really see.

It’s almost enough to make you wary about making changes to any aspect with which people might identify your organization. There are a bunch of us praying we can replace our carpet some year soon. I would be bowled over if people found the worn out areas charming and objected to changing it out.

Breaking Ground On A New Building

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I went to the ground breaking for the Ray and Joan Kroc Corps Community Center being built here. I had written about my experiences on the advisory committee for the theatre portion of the center a couple times in the past.

This is where the community center will be built.

Site of Kroc Center

The theatre portion will be named for Jack Lord who bequeathed $4.5 million to the project.

Theatre Plans

Here is a picture of the blessing of the grounds. Unfortunately, my camera shut down while I thought I was taking pictures of the actual ground breaking. That’s what I get for holding the camera above my head instead of looking through the view finder where I would have noticed the problem.

The women are holding a triple strand maile lei which is untied  indicating an opening which is more propitious in Hawaiian tradition. Cutting it as is practiced with ribbons  inaugurating new buildings is seen as negative gesture due to the severing that occurs.

Blessing of the Ground

Presumed Disappointing

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Adam Thurman at The Mission Paradox made a great blog post yesterday pointing out that, unfortunately, when it comes to the question of whether they will enjoy an opportunity to interact with the arts, the default assumption many audience members hold is “no” until convinced otherwise.

“Most people, when given the option to attend a performing arts event, are more scared that the performance is going to be disappointing then they are excited that the performance is going to be good.”

He goes on to say:

“This is the thing we have to remember:

We are in the trust business.

Not the theatre business.

Not the museum business.

The trust business.

When you are dealing with a risk averse public the only way to get them to do a risky thing is by earning their trust.

How do you earn their trust?

By building a relationship with them.

My observation is that most of us in the arts are very good at putting up programming, but we aren’t good at building relationships.”

It put me in mind of an entry I did about three years ago where I cited an entry on Neill Roan’s old blog (oh why, oh why did you shut down that blog!), titled “How Audiences Use Information to Reduce Risk.”

In the entry I talked about the efforts I was going to inform people about performances since they often commented they hadn’t seen anything about the show. Reviewing the entry, I realize now that the problem we likely face is that people’s primary expectation is to receive notice in the newspaper or radio because that is where they traditionally have gotten the information. The problem is, people aren’t using those media in the same way they used to. Their expectations don’t align with their practice any longer.

In that entry I spoke of using electronic notifications, word of mouth and opinion leaders to help disseminate information about performances. One thing I missed that Adam speaks about is relationship building. It is true that people need to view the information you provide as credible, but they also need to believe that you will provide an enjoyable experience even if they end up less than thrilled about the performance.

Just last week Drew McManus cited a situation where the non-artistic elements of an evening combined with a partially disappointing/partially sublime artistic experience with the net effect being negative. Some of the non-artistic elements were entirely out of the arts organization’s control, others could have been ameliorated to some degree.

Certainly people aren’t coming for the parking and an easy ticket office experience. You gotta deliver the goods artistically. The relationship building comes when people know your artistic quality is pretty dependable and can trust that you will make an effort meet their needs and expectations and reduce problems that arise.

Valuing For The Sake Of Doing So

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By way of the Crunchy Con blog, I was reading Sharon Astyk’s blog entry on valuing education. She had recently come across the school books her great-grandfather used when he was a young man in Northern Maine. She reflects at length about the ways in which a formal education was valued in a time when children were needed to help with farms and teachers weren’t paid well at all. Among her observations are that while her great-grandfather left the farm to go to college, his ability to support himself as a teacher when he emerged was less assured than had he remained a farmer.

There has been a great deal of debate lately on the value of a liberal arts education. It is a conversation worth watching since the value of the arts is directly related to the value placed upon the Humanities. Astyk is pretty good at not overly romanticizing the education New Englanders received in the 1800s. The bodies of knowledge then and now were different as were the subjects pertinent to one’s daily life. Her main thesis is that education had as much value to the community eking out a living in Maine as it did the individual.

Except, that it didn’t get them nothing – the benefits were not remunerative, but communal. They were competent citizens. Quoting Virgil may have been of no actual use to a farmwife in rural Maine except this – that she knew she could, that she could teach Latin to her children were she to go west, far from schools, that she would have in her head forever the story of the founding of Rome, alongside Emerson on “Compensation,” “Barbara Freitchie” and the history of the rulers of England. We can quibble with what she knew – suggest that the history she learned might have better included different stories, that there are better poems. She would live her life in a community that had, if it had nothing else, a library, able to read fluently and enjoy when she had a few minutes alone. What we cannot argue with, I think is the value that communities found in education in these times was that education had value for its own sake, in creating educated citizens…

[…]

Despite the fact that that education cost people something, they went on providing it, because it was right, because farmwives who read poetry and fishermen who knew algebra made farmwives who wrote letters to the editor and gathered for literary gatherings and community theatricals, and fishermen who recited poetry to themselves as they drew in their lines, recited them to their children at bedtime, and stood for town council at the end of the day. We should not over-romanticize the role of education in ordinary, work-filled daily lives. Nor, however, should we understate how remarkable it was.

These days, it is what you are paying for your education and what it will yield you that matters more than the education itself.

As the cost of education continues to outstrip the economic value of education, it becomes more and more imperative that we return to valuing education in proportion to its goods – these are vast. I, the product of a liberal education, give enormous credit to mine. But I had the good fortune to have a college education much like the one my great-grandfather had, one not expected to get me much…. My friends were told that they could minor in theater but had to major in computer science or economics or something that would get them a good job, because after, all, the parents were not paying 20,000 dollars a year to let them major in the humanities…

[…]

At the lower levels, the emphasis is still on the economic value of education – but we are assured at every step that free public education has no value – you *must* go on to community college, to college, to graduate school, often at stunning cost (and the not-stunning costs are rising, as states cut subsidies to education). You must do these things because a free education cannot get you a job – simply having a high school degree is nothing. And we are so caught up in the economic value of education – and in the necessity of training students for higher education or blue-collar slavery, that we’ve entirely forgotten the value of education outside the economy – of education as a way of making people.

The emphasis above is mine. Now as the arts community starts to look at the intrinsic value of the arts and move away from justifying its existence based on economic benefits, I wonder if it is too late. Will the valuing of education for its practical career applications to the detriment of Humanities studies and even education for its own sake end up ultimately contributing to the devaluing of art for its own sake?

It makes me think that if we are going to fight for the arts, (and I don’t think we are ready to cede the battle yet), we ought to consider explicitly championing the value of the humanities and education for its own sake while we are at it. These things provide context and meaning for what we do, after all.

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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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