Valuing For The Sake Of Doing So

by:

Joe Patti

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.

The No Sell Sales Pitch?

by:

Joe Patti

There were some dancers who were vacationing in the area who contacted me via a local dance critic to set up a meeting for this morning. I was hoping it wasn’t going to be a hard sell about why we should book their company. What actually transpired I don’t even know if I can label a soft sell because we really didn’t talk about their company or what it did at all. In fact, the name of the company was only mentioned once at the beginning of the meeting in response to my assistant theatre manager’s query. But for his memory, I would have no way to check out their work because they didn’t leave any print or video materials.

You might assume from that description of the meeting that they were unprepared to promote themselves and advance their interests. Promoting their company and work didn’t seem to be their intention. Instead they talked to me about the local arts environment and made notes. They talked about some of the other geographic places they hoped to have performances and promised to submit a proposal for the sort of work they hoped to do.

I was somewhat bemused by their whole approach and pretty much let them determine the direction of the conversation. The whole situation intrigued me enough to give their proposal full consideration when it arrives.

I don’t know if the proceedings were part of some business model they had in mind. It is pretty labor and time intensive to visit and discuss things one on one with different performing arts venues so this will never be viable large scale. They said they want to move beyond operating in Los Angeles. It appears as if they have chosen geographic locales where they would like to work on the Pacific and Rocky Mountain regions and set out to develop relationships with venues in those places.

The benefit will be having a deep understanding of the needs of each venue so they can create performances and residency activities suited for those places. They mentioned they would have a home season too, so they probably aren’t looking for these partnerships to provide all their support.

Sales professionals will likely find a lot wrong with how they conducted our meeting, especially those from the always be closing school. It was all wildly inefficient and they have no more inkling as to whether I am interested in presenting their group than they did before calling to set up the meeting.

What really appealed to me about the portion of their approach I have seen thus far, whether they intended it or not, is that it places them in a more active decision making role. Instead of making a shotgun solicitation of people to present their work, they are choosing where they would like to work and approaching those places. I still have a great deal of decision making power, but if I do decide to accept their proposal, our relationship will be a more equal one because we both know we choose to work with each other.

Neither Carrot Nor Stick Does Creativity Make

by:

Joe Patti

A couple links as complement to my entry yesterday on motivation, customer service and volunteers.

First, Americans for the Arts, hearing President Obama’s call for Americans to volunteer more has created a website at which people can share their stories, pictures and videos – United We Serve.

A newly posted video on TED.com has Dan Pink talking about motivation. He provides some interesting findings about motivation, namely that when it comes to performing creative tasks conditional rewards (if you complete X by Y, you will receive Z bonus) are not as effective as intrinsic rewards in obtaining results. The conditional rewards actually get in the way of creative thinking. This may explain why arts people are able to create in the absence of monetary reward.

I wouldn’t let this get around lest people insist that paying you more may rob you of your creativity.

He makes a link to our current financial difficulties saying that there is a disconnects between what science has known for over 40 years and what businesses does, which is essentially the carrot and stick approach.

Pink says the new operating model should be based on:
“Autonomy- Urge to Direct Our Own Lives
Mastery- Desire to get better and better at something that matters, and
Purpose- The Yearning to do what we do in the service of something larger than ourselves.”

Sounds a lot like the way arts organization and non-profits have been running things for awhile. If the next wave of economy is indeed going to be Creative, then perhaps non-profits and those who work for them will have something of increasing value to offer. We just need to understand what we do, how to do it well and how to teach/model it for others.

A Folding Table, A Jug of Water and Thou Sweating In The Parking Lot

by:

Joe Patti

I am reading a book about customer service right now. My intention is to report some observations on the text as a whole at some point. However, I saw an illustration of one of the points made in an early chapter today. The book had noted the veracity of “time flies when you are having fun” pointing out that a well designed wait that is 30 minutes long can actually seem shorter than a poorly designed wait that is only a third as long. Because human perception is involved, you can ruin a relationship with a customer in the latter situation even though you significantly reduced their wait time.

Our campus is in a situation with many strikes against it. Budgets have been cut so staffing is down but enrollment is up adding an additional 1500 student to our commuter campus. Alas, the heretofore un(der) used overflow parking is now inaccessible due to long delayed construction projects.

There wasn’t much to be done about the parking unfortunately, but someone got organized this year and had information tables distributed about the campus with all sorts of hand outs and big coolers of water. There were also large color campus maps that someone slapped up on the sides of buildings so people didn’t have to seek out kiosks to figure out where they were.

I looked around wondering why no one had thought to do this before. People had always volunteered to serve an hour or so on the welcome committee but it was never this organized or welcoming. People stood around smiling, answering questions and engaging people who looked lost. Now there is a table identifiable as a source of information from a distance that is stocked with information—and most importantly after trekking in from that parking space in the hinterlands you stalked for 30 minutes–water to drink.

While I walked around comparing what I was seeing to previous years, I realized that tweaking your customer service up a level or two doesn’t just help your relationship with those you serve. It also sends a message to other employees about the commitment of the organization. Memos about improving service are useful and identify areas for improvement. In this case, there were no memos that went out about how things were going to be done better—it was just done.

I am obviously someone whose business it is to think about improving customer interactions so I notice such things. But I have to believe that others noticed the improvement, how it fit in the context of other recent changes and what it all says about the direction of the organization.

I also had some insight into the issue of providing volunteers with opportunities to feel they are doing important work. I have never really had much desire to volunteer for welcoming slots before. Today when I witnessed the increased effort at hospitality, I had a desire to participate next time around. (Just have to remember not to schedule sending the brochure to the printer, interviewing a ticket office clerk and starting internet sales on this day next time.) In previous years, my impression of the job was that it provided a pleasant first impression of the institution and directions to buildings. With the addition of tables, maps and water jugs, suddenly it seems like an important contribution to relieving anxious new arrivals.

We are planning a volunteer luncheon/training in a few weeks so perhaps I am in a receptive mindset on the subject. We have been thinking about how to design the volunteering experience so people have a greater feeling of doing something of value. We have been discussing increasing volunteers’ scope of responsibility and authority. I believe we also have to consider if these duties will allow them to feel they are providing a service patrons find valuable. Though certainly, people volunteer for different reasons and more authority may be a bigger motivator than being useful.