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You Want To Do Better, But Aren’t Sure How

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A week ago I wrapped up my final post about the arts entrepreneurship training programs being developed in colleges and universities by pointing out that there was still the unmet need of artists who had already embarked on their careers.

I think the challenge faced by artists is summed up pretty well in the comments section of an article in The Guardian titled “Creating wealth: how artists can become inventive entrepreneurs”

Here is screenshot of the comments:

guardian snip

While there is a constant refrain that artists and arts organizations need to handle themselves in a more business-like manner, there aren’t a lot of sources of information and training that is tailored to the needs of creatives.

Wendy McLean’s comment is a reaction to the fact the story was framed as coming from members of the Guardian’s Small Business Network group, but when she went to sign up, the questions asked gave the impression it wasn’t really suited to her at all.

As the second commenter OddBodkin points out, any time you spend trying to distill lessons from generic information sources in order to discern what might be applicable to your situation, that is time you aren’t spending on your core creative focus.

It can be difficult to create a training program that is suited to artists. A regular schedule of classes may not work well for people with varying rehearsal and performance commitments that have them traveling all over a region or for artists who get so focused on creating they don’t look up until 11:00 pm.

Online resources that one can consult at their own pace can be very helpful, but guidance and clarification from a live person is just as valuable. Networks of colleagues can solve this problem, but frequently you simply don’t know what you don’t know.

I don’t have any clear cut solutions to suggest. You know I will share them when I find them.

There are good resources like Fractured Atlas that are revved and ready to help creative folks develop their careers.

I also want to put a plug in for ArtsHacker. (As you may know I am a contributor there.) While the site offers tips generated by the writers, it also solicits questions and problems readers for which readers would like solutions.

When the site opened about 11 months ago, I thought we would be fielding bunches of questions before long but there haven’t been too many. I know you all have burning questions you want answered, so get asking!

Info You Can Use: Insurance Pocket Guides for Artists

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As part of their never ending battle to become the best friend of everyone in the arts profession, Fractured Atlas has created a website for a series of pocket guides to insurance for performing and visual artists they have developed. There is a specific guide to each discipline- music, teaching artists, theatre, dance, public artists, visual artists, craft artists and film. There is a note that guides for other groups like independent contractors and radio producers are on the way.

The guides are short and pretty easy to understand. There are fun little prompts to get you to read further

“Since this is a solo operation, I don’t have anyone I pay but I do shamelessly ask friends to move my gear. Done under duress or not, that’s still considered volunteering. Do them a favor. Volunteer Accident [Insurance]

And the answers found on those pages also employ a little humor:

“In a claim, you pay the first $250 and the insurance company will cover the rest. That’s to keep you from filing a claim for the $30 of Medicated ChapStick you bought your trumpet player after your six hour rehearsal. “

The guides cover everything from general liability coverage for groups and individuals, volunteer accidents, workers’ comp, property coverage (including instrument insurance), touring, disability, health and insurance for boards of directors.

But probably of most value is recent guide they have added about the new health reform law and how it relates to artists. I had been wondering what the implications of the law might be for the arts. Though there is clearly still work to be done, from what the guide says, many artists can breath a little easier and should be able to have insurance and a place to live instead of choosing between them.

Fractured Atlas encourages everyone to participate in getting health insurance:

If we’re going to hold insurance companies accountable, then we must also ensure a stable risk pool with full participation by everyone in the United States workforce. We are all players in the system, and our actions impact its economic balance.

That’s why the law includes an individual mandate which requires that all Americans have health insurance or face tax penalties. The only way to prevent a spiral of ever-increasing premiums is to ensure that we’ve all got some skin in this game.

What Makes Sense In Refund Policies?

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Adam Natale writes about Fractured Atlas’ development process for the ticketing module of their ATHENA software. They are talking to different sized performing arts organizations at Community Design Sessions (CDS) to get feedback about the design and assemble a wish-list of features. His discussion of the software’s use for ticket exchanges caught my attention.

“So, in each CDS, I brought up the fact that the software should allow for patrons to easily exchange their tickets. Most people in the room freaked out — enabling patrons to do this would result in complete pandemonium! And then my dear friend at Theatre Bay Area, Jamye Divila, a box office administrator and guru, sided with me. She said something along the lines of, “We do over-the-phone exchanges for subscribers constantly and it takes a lot of staff time to do this. What if we could automate the process and simply build permissions and restrictions into the software so that it doesn’t allow the patrons to do things they shouldn’t be allowed to do?” Suddenly, the air cleared. There was a collective “Oh, software can do that?” sigh that filled the room. Yes, software can do that.”

This made me wonder what sort of criteria people were using to grant refunds that they felt they could provide good customer service via a set of programmed rules. Often the criteria I use is based on judgments that are very human. The death in the family/grave illness, you don’t really question much and given that people know this, it can easily used as an excuse. How can a computer program know that a rock slide was just reported and traffic can’t get through from one direction? Granted, if the program is designed well, the ticket office could reprogram the conditions to make it easy for anyone to request refunds in this case. There are many occasions when nuanced decisions need to be made and I suppose it will always have to be a human that makes them.

Refunding does take a lot of staff time so I can definitely see the benefit of having the computer handle refunds in the cases when snow storms or sick performers force a cancellation. In cases when you have multiple performances and can have the computer offer an exchange to another performance or show of equal value to avoid processing a refund, there also a benefit. It would certainly also be a boon in extending subscriber/donor exchange benefits to people on a 24 hour basis. Those organizations like my own that have single engagement events, might opt to create criteria where anyone who has purchased an average of X single tickets a year since 2005 will be allowed to exchange because they are clearly loyal.

That raises the question about the whys of exchange and refund policies. Why do we not allow refunds? I imagine commitment is probably one issue. We want people to follow through on their decision to attend, especially in these days when there are so many competing choices. For the record, I don’t think people are waiting until the last minute to buy tickets because of the no refund policy. They are generally uncertain about what to do in the face of so many choices.

It is certainly logical to resist granting refunds given that it is a time consuming process. Selling the tickets can be too, but paying employees to give money back has a certain sting to it. If a computer could process the refund for you, would you be more willing to grant a refund?

I also don’t utilize as monolithic a response to refund requests as I once did. I sense this is a better stance in the face of all the options people have. But is it diminishing the perceived value of what we offer to do so?

Is it time to reassess the practice of refusing refunds given that people seem to be waiting until they are absolutely sure they want to attend? Is there an opportunity to appear more customer friendly by having a more liberal policy given that 90% of your audience isn’t buying until the last three days? My suspicion is that most people won’t have any awareness of your policy until they want to use it so a change won’t generate general good will. If you really go out of your way to loudly publicize a very liberal policy, you may really undermine the perception of your product unless you do it very cleverly.

Limitations on refunds and exchanges are a part of everyday life so I am not suggesting that it should be scrapped for performances in order to meet changing expectations. I am just using the occasion of this post to suggest looking at policies to assess if they are still valid in the context of changing purchasing and attendance behaviors and how they play into your goals for community relations.

Info You Can Use: Helping Your Publicist Help You

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Last week Ciara Pressler had an entry on Fractured Atlas with tips about increasing your chances of getting press coverage. Her number one tip struck a chord with me.

The #1 way to maximize your chances for coverage? Trust your press reps to do their job. The time to hash out goals, strategy, and timeline is at the beginning of the promotional period, not on Draft 7 of the press release or in the middle of the night on email a week before opening.

The collaborative nature of the arts can work for us, but at times, against us. A creative environment inspires us to have ideas about more than just our own role, and some of the best results come from the synergy of a group. But the bottom line is that we all have a specific job to do,…

I have been in a position where others, whether they were actually in a position to direct my activities or not, micromanaged promotional efforts. Glad to have put those days long behind me. Now I get to micromanage and make people miserable! Seriously though, regardless of my position, I like to have a general plan in place well before an event is upon me and not make any major alterations. I am sure that is true for most people. You don’t want to be in a situation where you have to invest a large number of resources, be it financial or your own brain power and physical energy, to accommodate a drastic change of direction.

Some brief excerpts of other tips that I particularly liked:

Respond quickly.
As in minutes, not hours, and never days. Landing a placement can literally be a matter of being first to respond. …

[…}
Be brief & buzzy.

When a reporter asks you a question, whether by email, phone, or in person, it is not a cue to launch into your 20-minute (or even 5-minute) philosophy of the state of the arts in America….

Know what you’re there to promote.

If you’re being interviewed, stay focused on the topic of the article or segment….

Let the photographer do her job too.

It’s the publicist’s job to know which photos will work for a particular publication…

[One of my particular pet peeves. I have waged constant battles with people who are fine directing a show, but awful at getting people to look natural in a photo shoot and won’t cede control. -Joe]

Understand that media is a business.

A reporter is subject to an editor is subject to an editorial calendar is subject to the publication as a whole is subject to advertisers. If there are four major shows opening in a given weekend, there may not be room for a review of a new company’s first production. If an outlet’s primary audience is musical theatre lovers, they will likely pass on covering a Shakespeare play. Especially in the age of search engines, priority will be given to topics that will draw the most – or most desirable – audience to a publication.

I didn’t edit down this last one because this sort of response is common to those outside an arts organization as well as within. I got a call last week from a person telling me it wasn’t very helpful that they learn about the show from a feature story in the weekend entertainment section of the paper on the same day as the event. We had the event on websites, including those focused toward local families, newspaper and radio spots and had been listed in calendar sections repeatedly for a couple weeks. (Not to mention the brochure and email blasts we had been sending.) Fortunately, people who had been purchasing tickets identified each of those places as a source of information or I might despair at having paid for all that advertising. I explained to him that I had no control over what the newspaper printed and when. I noted that papers usually waited to print a story with big headlines and eye catching images until a time when the information was immediate and relevant because that is what people valued. I added that we were very pleased that they had chosen to cover our event amid all the rest of the things going on.

Fractured Atlas Has Found Me!

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Fractured Atlas has my home address. I am not sure how they got it, but I have my suspicions. (I’m looking at you Western Arts Federation and Americans for the Arts.) The reason I know this is I received a small pamphlet in the mail this weekend letting me know about Fractured Atlas’ services to artists. My assumption is that this is part of Fractured Atlas’ effort to have a more nationwide reach. While they do have membership across the U.S., the vast majority of their members are on the East Coast, especially around New York City.

As I am wont to do when I see them offering something I like, I am encouraging people to check out their services. The pamphlet says their goal is to support artists, arts groups, arts administrators and other creative types “in the business aspects of your work–through access to insurance, funding, education, technology, and more.”

They have designed the pamphlet like one of those choose your own adventure books to direct you through a survey of their services. The first page directs you either to a page on fiscal sponsorship and insurance, two of the basic services Fractured Atlas has offered since they formed. Here is a look at the center pages of the pamphlet.

Click Image to Enlarge

Fractured Atlas has been demonstrating this sense of fun a fair bit lately. Take for example their espionage themed blog posts about two of their research fellows working on their open source arts administration software ATHENA. It’s a little strange, but a far more interesting read than posts discussing how they analyzed the current market needs and their methodology.

Wait a minute, maybe I am not taking their spy stories seriously enough! Maybe their research fellows are much better than I anticipated and that is who found out where I live! If I turn up missing in the near future, start the questioning with Adam “the Hutt” Huttler.

I Write For Creative People Only

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Last month Ciara Pressler had a great post on the Fractured Atlas blog about changing the way you talk about what your offering so the focus is on the potential audience and not the art organization.

Your marketing is not a mirror, it’s a window. Rather than reflecting on you, any pitching of your product or production must explain to the potential patron why their hard-earned money or precious time should be spent here when there are so many other options out there.

We have heard this sort of thing before, but Pressler offers some fun examples of how you shift the focus to audiences without constantly saying, “You will love this” or “audiences love this.” (I apologize in advance for the amount I include here, I just like so many of her examples.)

“We’re #1! (reference unavailable)

It’s about you: Amazing Jewelry is the most amazing jewelry.

(PASS: At that price, it better be amazing. Know what I think is amazing? That jewelry I saw at the mall the other day on sale. At least I’ve heard of that brand before.)

It’s about them: Amazing Jewelry is dedicated to creative design for creative people.

(MASS: Dedication, how admirable! I am pretty creative… I’ll click on this link and check out their designs, which I will find creative because a creative person like me recognizes creativity, and will value it accordingly.)

Non-Editorial Process Disclosure, aka, Oz Was Behind a Curtain for a Reason

It’s about you: After one year of development, we present: Our Show.

(PASS: Why did it take so long? How long is it supposed to take? Man, if I took a year to do something at my job, I wouldn’t have a job. Just sayin’.)

It’s about them: Be the first to see Our Show in its limited Our City engagement.

(MASS: Oh yeah, I’m an early adopter. Just check out my iPad! I can’t wait to tweet this to all my followers while I check in on Foursquare. I hope I can still get tickets.)

No One Puts Baby in a Corner

It’s about you: Unsigned Indie Band is completely original, no-genre music!

(PASS: Eh, this clip sounds like something else I heard once but I don’t have the available brain space to connect it to anything I already like. Next.)

It’s about them: The progressive orchestration of Arcade Fire meets the ethereal vocals of Florence and the Machine – with a beat you can dance to.

(MASS: Who are these guys, my perfect Pandora station? It’s about time someone mashed up two bands I’ve heard of with an activity I’d like the option to take part in.)

While Ciara is right in noting that people do need a reference point when evaluating something new, I am a little wary about making comparisons to other people/groups because so many people are promoted as the (different age/gender/generation) version of a person or as the next (insert popular entity here.) You can suffer when fans of the existing entity don’t feel the new version measures up. People who read fantasy novels roll their eyes at claims that a writer is the next J.R.R. Tolkien because it happen so often. I once read a book review where the writer proclaimed his joy that there was finally another writer in the genre good enough that comparing people to Tolkien was no longer necessary.

A number of years ago I linked to a series of posts by Greg Sandow who gave examples of poorly written press releases that cited musicians winning awards and competitions that might as well been made up for all the significance it had to most audience members. Ciara Pressler’s post reminded me of that because that sort of approach focuses so heavily on the artist and doesn’t provide as much time letting the audience know what they will receive from the experience that they wouldn’t with some other soloist. If there is no significant difference, then best not spend so much focus on that person when you could be focusing on the value to the potential audience.

The first reaction I had to Ciara’s “audience comment” that “Man, if I took a year to do something at my job, I wouldn’t have a job,” was that it took a lot longer than that to get Spiderman up on Broadway and people still want to see it despite all the weak reports. But then again, most of us ain’t putting up something with the cachet and hype to endure development delays and technical difficulties.

By the way, did this post title make you want to read it?

Little More About Politics and Art

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I finally got around to reading an interview I bookmarked where Barry Hessenius conducted with Adam Huttler, Executive Director of Fractured Atlas. There was a lot of interesting things said, but I thought I would focus in on some sections related to some recent posts I made.

At one point Huttler touches on the topic I discussed yesterday. The NEA doesn’t get much funding and what it does get is subject to contentious scrutiny. Huttler points out however there are other areas in which people can advocate which can greatly impact the arts.

“Meanwhile, policymakers – on both a local and national level – have countless other levers for impacting cultural vitality. Zoning laws can determine whether urban cultural enclaves remain dynamic hubs of creativity or gentrify into sterile swaths of Starbucks and bank branches. Immigration rules can facilitate or inhibit international cultural exchange…We need to take a more holistic view in which the arts play a role in projects funded by the Department of Housing and Urban Development, the Department of Transportation, or the Department of Homeland Security.”

Hessenius points out that the NEA is not the only source of funding for the arts and in addition to those departments Huttler mentioned, there is also the National Endowment for the Humanities and the Smithsonian. The conversation moves toward the idea that the arts need to exercise their political clout a lot more if they expect better results. There is a discussion of 501 (c) (4)s and political action committees as a tool and some of the complications relative to those structures.

As conversation in this area continues, Hessnius talks about an option I had mentioned as a possible consequence of people turning their back on NEA funding and perhaps 501 c 3 status–performance to benefit political ends. I actually didn’t know that it was permitted under current status as apparently many don’t.

“Some have argued (me included) that the nonprofit arts sector (by taking advantage of its ability to do performance benefits to fund its political activities) ought to be one of the most powerful special interest groups on the playing field – with real political clout that might not only help us to obtain more funding, but pass diverse legislation on all the levels as you suggest – from tax laws to zoning regulations. Yet we do not.”

Huttler notes that laws governing political lobbying and activity make things a little more involved than that, but still an under utilized option that Fractured Atlas will be exploring.

Info You Can Use: Sponsorship and Fundraising Webinars

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Fractured Atlas is tackling sponsorship and fund raising in September with a series of webinars on Tuesdays and Wednesdays throughout the month. It looks like the sessions address Fractured Atlas’ criteria for the programs they run in these areas but also give tips for approaching companies for these things in general. Though if you are interested, you might check. The September 15 session seems to be geared for those who have been accepted into their sponsorship program.

If you have not heard of Fractured Atlas before, ” We help artists and arts organizations function more effectively as businesses by providing access to funding, healthcare, education, and more, all in a context that honors their individuality and independent spirit.” They are always working to expand their reach nationally and I think the timing of the webinars is an example of that. At first I thought they were running them 8:30 -9:30 AM which would put it in the wee hours of the morning for me and not be of much help. On second look, I realized it was in the evening which would serve me and everyone in the time zones between here and the U.S. East Coast much better.

Arts Administrator Residencies-Is There A Need?

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I am not quite sure what drew my eye to it but Fractured Atlas did an interview with the founders of the Philadelphia Art Hotel this January. I don’t know why, but the project just looks and sounds a like a cool idea.

Personally, if I were a visual artist, I would probably tend toward the residencies in rural settings which is where a lot of them are located. Ready access to the Philadelphia art scene is not to be undervalued though.

I would probably sell my children into slavery to participate in the Arts/Industry program at the John Michael Kohler Arts Center.

It is probably fortunate then that I am not a visual artist. And I don’t have kids either. That is probably better since they have a performing arts program and I would still love to work there for the washrooms alone!

I don’t really talk about artist residencies too much. Perhaps because there aren’t too many for arts administrators. If you check the residency search tool at the Alliance of Artistic Communities website, administration is not even a search option. The only place I am aware of that offers one is The Studios of Key West which I wrote about 18 months ago.

I start to think that people like Michael Kaiser are correct when he talks about how few training opportunities there are to make people good arts administrators. There aren’t many opportunities for them to take a retreat and do research. Though to be fair, residencies for arts managers isn’t really part of the ethos. Arts administrators don’t get granted long periods of time to hone their skills. I don’t know if there is a market for offering residencies to them. How many administrators would ask for the opportunity? Most would say they don’t have the time. Kaiser talks about starting his day at 4 am which pretty much reflects the trend for many arts administrators.

One might say the Kennedy Center’s Art Management Fellowships are a sort of residency for arts managers. It combines practical work experience around the Kennedy Center with classes on relevant topics. And I believe they provide a $20,000 stipend to support yourself which is really pretty decent compared to what I was paid to intern. Though since the fellowships are for mid-career administrators,they would be bringing much more to the table than an intern would.

In any case, I would imagine the days there are just as long and involved as the position the arts manager left to become a fellow. That doesn’t give a lot of time for reflection and thinking about what the future of the arts might be and how one can restructure their organization to move forward to acknowledge these changes.

This summer I waswoolgathering a little about taking advantage of low real estate prices in Detroit to help grow an arts community there. I wonder if I was being too narrow in my vision and should have been thinking of including opportunities for arts managers to cultivate their skills too since there are so few opportunities.

Waiting For Tickets And Healthcare

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This weekend I happened upon a few websites and stories which I felt were interesting enough to expound upon. However, under the harsh light of Monday, they didn’t really excite me much any more.

There were two tidbits I liked that explain themselves well enough without any help from me.

First was a letter reprinted on Producer’s Prospective by Ken Davenport from a woman who expresses her amazement that tourists go to NYC and stand online at the TKTS without an idea what any of the shows are about. “They were going to buy tickets and they had budgeted the money, so they were going to spend it. It didn’t really matter on what.”

She makes some suggestions about why tourists might not completely trust the young people who provide those in line with information and how things can be better handled. Probably some lessons there for all of our ticket office operations.

The second thing I wanted to point out in case it got lost amid all the other static on the topic is that Americans for the Arts was joined by a coalition of 20 arts organizations in advocating the federal government for better health care for artists.

We call on Congress to pass:

* A health care reform bill that will create a public health insurance option for individual artists, especially the uninsured, and create better choices for affordable access to universal health coverage without being denied because of pre-existing conditions.
* A health care reform bill that will help financially-strapped nonprofit arts organization reduce the skyrocketing health insurance costs to cover their employees without cuts to existing benefits and staff while the economy recovers. These new cost-savings could also enable nonprofit arts organizations to produce and present more programs to serve their communities.
* A health care reform bill that will enable smaller nonprofit and unincorporated arts groups to afford to cover part and full-time employees for the first time.
* A health care reform bill that will support arts in healthcare programs, which have shown to be effective methods of prevention and patient care.

One of my earliest blog posts was about artists exchanging their skills in a hospital for health care. The rancorous debate raging about health care should concern a lot of people because the plans being discussed in Congress represent the best hope for artists to get health care since Fractured Atlas came on the scene.

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