The rap on research for the arts, museums, and education

July 12, 2010

Survey “coaching,” accountability, and dollars: a lesson from healthcare

“It only takes a second to fill out,” the x-ray technician told me cheerfully after an MRI I had yesterday. He was explaining that I would soon receive a survey in the mail asking about the service he provided, and he mimed checking off the boxes: “You just go down the list, five, five, five, five…”

Five, as you may have guessed, is the top satisfaction score.

Now, this was a community hospital affiliated with the University of Chicago Medical Center (which is a client of ours). But it’s an example of how all kinds of educational and cultural nonprofits could be thinking about the relationship between customer feedback, staff performance, and the bottom line.

At first it rubbed me the wrong way. My colleagues and I pride ourselves on being rigorous researchers, and we’ve criticized (here and here) survey processes that are less than scientific and objective. The whole point of social and market research is to get a true picture of how people think, feel, and act. You’re not allowed to coach them to give you high marks; you’re not supposed to influence them in any way.

But there was something else going on here, and it made me look more deeply at the role this kind of satisfaction research plays.

My tech’s name was Leo, which he wrote on the card he gave me so I would be sure to put it on the survey. Unprompted by any questions from me, he explained that the survey was a big part of the culture at the hospital. “We strive for five” is a staff mantra. At weekly meetings in each department, workers who received good survey ratings or comments are recognized. This presumably factors into their promotion and salary trajectories.

He even told me that the insurance companies link their reimbursement amounts to those patient satisfaction scores. I don’t know whether this is true or how much of the hospital’s revenue might be at stake in the formula. But what’s important is that Leo and his colleagues see the financial performance of the institution as dependent on the quality of the experiences it provides to individuals like me. ...

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Categories: Accountability, Customer satisfaction, Higher ed, Museums, Performing arts, Survey research
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July 07, 2010

Professionalism in the arts: an eroding beachhead?

I've written a bit here about the downsides of our highly professionalized cultural sector (the lack of passion, personality, and sense of community). Is it my imagination, or is the non-professional side of the arts becoming bigger and healthier while the professional institutions continue to struggle? 

Okay, that’s a little black-and-white. The two can coexist, of course, and they’re even necessary to each other (which I'll come back to in a moment). But there's more evidence every day that non-professional approaches are succeeding in new ways, and in new corners. Consider what caught my eye when I came back after the July 4th weekend and leafed through a few days’ worth of the New York Times:
 

  • An article about a cool place in Brooklyn called the 3rd Ward, which appears to be a blend of arts collective, small-business incubator, design and craft workshop, DIY school, and party venue. Which spawned a restaurant. “True to their mission, they created a real community,” says someone from the Brooklyn Chamber of Commerce in the article, and it sure sounds that way: the people who use the space are all members, and they range from amateurs taking a woodworking class to established designers, craftsmen, artists, and entrepreneurs. 

    So the hobbyists and the pros work side by side in an atmosphere where that distinction isn’t particularly relevant.
    Which may be why the 4-year-old experiment is such a success. “Demand was so great that last year 3rd Ward opened its overflow space in Williamsburg, across from where its Goods restaurant now sits.” This will be my first stop next time I’m in New York.

  • An interview with Gareth Malone, host of “The Choir,” a BBC reality show in which Malone struggles to create top-tier choirs and opera singers of kids from the most unlikely, hardscrabble schools. Like the meteorically popular American show, Glee, Malone’s show presents music as something everyday people do, not just highly-paid virtuosos in tuxedos. There’s music in all of us, it seems to say: we don’t have to farm it out to professionals.

    And like the much-discussed Venezuelan model of music education, el Sistema, The Choir has a deep social agenda. The lives of a few young participants on the show have apparently been transformed, not by eat-your-vegetables exposure to classical music’s greatness but by the hard work and sheer heart involved. “[R]eally, it’s about getting people to aspire to come together to learn something,” says Malone.

  • A roundup of big issues in the design field today, in which the biggest of them all is how to “empower” people to contribute to the design of the things they use: in other words, “co-designing, customization, design democracy, participation, individualization and whatever else it is called.” Some museums have begun thinking about their exhibitions in just that way, thanks largely to Nina Simon’s work on participatory cultural experiences. (Her blog and new book will be of interest to all kinds of people in the arts and culture, not just museum professionals). ...

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Categories: Arts participation, Business models, Co-created experiences, Culture sector, Museums, Participatory design, Performing arts
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June 19, 2010

Guest Blogger (a first for us!): Holly Arsenault on engaging young audiences

You may remember a quote from Holly in my recent post about “pipeline” vs. “parallel” strategies for young artsgoers. Holly knows this turf far better than I do: she runs Seattle Center Teen Tix, a thriving program that lets teens buy $5 tickets to almost any arts organization in the Seattle area. And she has a secret wish.

Guest blogger Holly Arsenault is the program manager of Seattle Center Teen Tix and has taught theater and writing to students from kindergarten through college. She is also a playwright and dramaturg. I asked her whether engaging young people requires a shift in artistic programming to accommodate their distinct needs, or whether we can attract them to existing programming with targeted marketing messages, social events before or after the program, etc. Here’s her full response:


Ha! Yes. That is the question. I’ve always said (actually, I’ve rarely said, but I’ve always thought) that my secret, subversive goal with Teen Tix was to drag the median age of Seattle arts audiences down enough that it would start to have an impact on programming.

I’ll tell you this: if you were to look at our show-by-show numbers, you’d see that there’s no amount of packaging I can do that’s as impactful on our ticket sales to teens as a show simply being compelling to teenagers. Of course, I see a difference in our numbers when I’ve done a good job of illuminating for our members why a particular show is relevant to them in a way that might not have been apparent, but I can’t make something that’s clearly irrelevant seem like it is.

Nor would I want to. The last thing you want is to convince a young person to go see something by claiming that it’s something that it’s not, then have them bored or alienated by the experience. So, despite our success at growing this audience, I do spend a lot of time wishing that I had better (meaning: more youth-friendly) material to work with.

That said, I do find that teen audiences, particularly at the younger end of the age spectrum, tend to be more conservative in their tastes than you might expect. I think some of them have a preconceived notion of what an arts experience should look like, and they like to have that notion confirmed before they become interested in branching out and trying new things. ...

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Categories: Arts marketing, Child audiences, Museums, Performing arts, Theater, Visual art, Young audiences
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June 11, 2010

Strategy for winning young audiences: pipeline vs. parallel?

I was in Seattle last week for meetings with a few of our arts clients and attended a terrific brainstorming session about developing teen and young-adult audiences. I came in — and left — with a big question about the limits of marketing to meet the challenge.

The session was set up for us to generate ideas about how to attract more young people to the organization’s performances. At the outset, those performances were treated as a given; the question was how to enhance the desire to have those arts experiences among the target age groups.

But, tellingly, the ideas that began zinging around the room were about changing the nature of those experiences — about new approaches to programming and the artistic “product” onstage, but also about venue, format, before-and-after events, audience behavior, overall vibe, and many other aspects outside the control of the organization’s marketing department.

A few people in the room made the point explicit: No matter how clever your marketing communications are, no matter how technologically and socially networked your message is, if the experience you’re offering isn’t perceived as enjoyable by young people, they won’t come...or won’t come back. Marketing alone can’t do the trick. It’s the programming, stupid.

To quote my newfound Seattle colleague Holly Arsenault, who runs Seattle Center Teen Tix and wrote me an email after the brainstorming session:

If you were to look at our show-by-show numbers, you’d see that there’s no amount of packaging I can do that’s as impactful on our ticket sales as a show simply being compelling to teenagers. Of course, I see a difference in our numbers when I’ve done a good job of illuminating for our [teen] members why a particular show is relevant to them in a way that might not have been apparent . . . but I can’t make something that’s clearly irrelevant seem like it is — nor would I want to. ...

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Categories: Arts marketing, Arts participation, Institutional personality, Museums, Performing arts, Social media, Strategy and strategic planning, Visual art, Young audiences
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May 17, 2010

Mulling over the future of classical music

What’s going on in the classical music field — and what shape it could take in the future — is a common topic around Slover Linett. But a recent visit from classical music guru Greg Sandow inspired lots more talk than usual, and we’re eager to keep those discussions going (see invitation at end of post).

We were lucky enough to welcome Greg Sandow to Chicago recently for a talk he gave on the “Rebirth of Classical Music” at the Chicago Cultural Center (co-hosted by Slover Linett, the University of Chicago’s Cultural Policy Center, and the Chicago Department of Cultural Affairs). It was a really active, thoughtful discussion, spurred by Greg’s remarkable expertise in the field and kept lively by questions and comments from the audience of classical music professionals. In fact, most of us had no interest in stopping the discussion after the allotted 90 minutes, which gave me an idea that I’ll pose at the end of the post.

But first, I’d like to share a couple of the thoughts and questions that have been tumbling around my brain since the talk. This is in no way an attempt to summarize Greg’s own points.  (Check out this article from the Trib for an overview of his thinking.) These are just some of the issues and curiosities that I’m eager to keep thinking about and debating.

I found it refreshing that the perspectives and references Greg brought to the discussion weren’t limited to the insular world of classical music. In fact, he emphasized that if classical music poses itself as the antithesis of pop/“low” culture, it will only ensure its demise. Instead, what classical music needs to do is reclaim its relevance and learn from the diverse ways that people are engaging with art, cultural expression, social issues, etc. — including mass-culture sources like Project Runway, Radiohead, and The Wire.

(A quick aside: I’m a huge fan of all three of those things, but they’re among the most mainstream of the mass-culture phenomena that “high-culture” people tend to think are acceptable to reference.  There’s a whole lot more innovation and newness out there that we can learn from.) ...

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Categories: Chicago, Classical music, Culture sector, Performing arts, State of the arts, University of Chicago
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May 03, 2010

Classical music evolution and revolution: our Culturelab talk

Arts researcher Alan Brown invited a small posse of international arts consultants to Chicago for a three-day meeting about how we can help the field. Friday featured a whirlwind seminar on “emerging practices,” with ten presentations and lots of Q&A with the funders, arts leaders, academics, and students around the table. Here’s what Cheryl and I tossed into the ring.

I’m eager to tell you more about Culturelab and our newfound colleagues in this experiment, which will be based at the University of Chicago’s Cultural Policy Center. But for now, I’ll recap my presentation with Cheryl at the Friday session.

Maybe because we’d just hosted a conversation with Greg Sandow here the previous week, we chose to talk about how classical music is changing and how the "institutional" side of the classical business can learn from what’s going on on the “grassroots” side. As many of you know, my thinking on this subject is deeply influenced by Greg’s, and some of his suggestions were instrumental (pardon the pun) as we put this together last week.

Mostly, we showed pictures, starting with these two. Neither depicts your grandmother’s classical concert, but they depart from the old norms in two very different directions, one staying “uptown,” one heading “downtown.”

That’s Sigourney Weaver in the foreground, helping narrate a concert of flight-themed works by the Little Orchestra Society at Lincoln Center last week, with projections on a screen behind the musicians.

And that's Hilary Hahn playing with singer-songwriter Josh Ritter at a CD-release party at a club on the Lower East Side two years ago. (The CD in question, by the way, was Sibelius and Schoenberg, not crossover.)

Then, building this diagram from left to right, I showed examples of five different ways in which the presentation of classical music is shifting: ...

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Categories: Arts participation, Classical music, Co-created experiences, Culturelab, Performing arts, Research, State of the arts
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April 09, 2010

“Majority minority” and what it doesn’t tell us about the future of cultural attendance

Much is being made of the fact that, at some point 30 or 40 years from now, “non-Hispanic whites” will become America’s largest minority. But what will that mean for arts participation and museumgoing? In one sense, nothing at all.

A book review in this week’s New Yorker by Kelefa Sanneh, the magazine’s pop music critic, calls our attention to “Stuff White People Like,” that good-natured piece of social self-criticism in blog and book form by Christian Lander. The list of “stuff” reads like my firm’s client roster: film festivals (#3), non-profit organizations (#12), plays (#43), arts degrees (#47), graduate school (#81), public radio (#44), and of course classical music — or rather, “Appearing to Enjoy Classical Music” (#108). Jazz is also here, I think, under the heading, “Black Music that Black People Don’t Listen to Anymore” (#116).

Ouch.

Combine Lander’s jokey-but-perceptive point with the demographic shifts that will soon mark the end of white hegemony in the United States, and it may look like all of us — you arts and education professionals, and we consultants who help you — are in the wrong business. White, urban, liberal culture and the values associated with it have seen their heyday and are on the way out.
 
But Sanneh’s essay goes on to complicate that picture, if not undermine it altogether, by pointing out that the category of American whiteness is itself a moving target. Over the decades it has come to include “many previous identities that had once been considered marginal: Irish, Italian, Polish, Jewish.”

At one time, those ethnic minorities were visibly, audibly, even behaviorally other. Yet today, if you wanted to know whether someone is of Irish or Italian heritage, or is Jewish, you’d have to ask.

What changed over that period, the minority or the culture at large? Both. What it meant to be “Italian” or “Jewish” changed, and simultaneously what it meant to be “American” changed. And of course the two processes influenced each other.

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Categories: Arts participation, Culture sector, Demographics, Higher ed, Metrics, Museums, Performing arts, Survey research
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March 17, 2010

"The sound of people suppressing their instincts"—classical music's No Applause Rule

I’ll join in the applause for Alex Ross’s eloquent call to loosen concert conventions. But there’s one way in which he’s still looking backward.

Blogger and composer Greg Sandow has been saying it. A scattered but growing chorus of historians, critics, and consultants have been saying it. And I’ve been trying to add my two cents (for example, here).

But now that Alex Ross, the music critic of the New Yorker and author of an authoritative history of twentieth-century music, has said it — and to the Royal Philharmonic Society in London, no less — maybe it’s finally time to sound the death knell for classical music’s snobbiest holdover from the days of high Modernism: the no-applause-between-movements rule.

Ross’s lecture, given earlier this month and excerpted in a Guardian article — and widely commented on since then — is that rare specimen, a nuanced polemic. He argues that the Rule (his capitalization), along with the other conventions of classical concerts, sends a message that the general public has picked up all too well:

"Curb your enthusiasm. Don't get too excited." Should we be surprised that people aren't as excited about classical music as they used to be? This question of etiquette is only part of the complicated social dilemma in which classical music finds itself. But I do wonder about the long-term effect of the No Applause Rule, as I wonder about other oddities of concert life: the vaguely Edwardian costumes, the convention-centre lighting schemes, the aggressive affectlessness of many professional musicians.

Ross wants to replace the Rule with “a more flexible approach, so that the nature of the work dictates the...nature of the response.” Where the music rouses us to applause, we applaud, whether or not the piece is over. Heck, whether or not the movement is over: Mozart’s audiences used to applaud well-done solos, the way people at jazz clubs do today. ...

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Categories: Classical music, Culture sector, Institutional personality, Performing arts
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March 12, 2010

The big picture on arts participation is now officially fuzzy

When you factor in personal art-making and participation in alternative, informal art forms, are the arts as a category occupying a smaller or larger share of America’s hearts and minds? The answer may depend on how we define “arts.”

There’s a moment toward the end of The Philadelphia Story when Katherine Hepburn’s character, hung over and confused about who she is and what she should want, laments to Cary Grant, “What am I supposed to think when I — I don’t know. I don’t know anything anymore.” To which Grant’s character replies with the hint of a smile, “That sounds very hopeful, Red. That sounds just fine.”

We reached a moment like Hepburn’s at a small gathering of arts professionals I attended this week here in Chicago. The occasion was a visit by Sunil Iyengar, head of research at the National Endowment for the Arts, to present an overview of the agency’s Survey of Public Participation in the Arts and hear previews from two Chicago-based researchers who are writing papers analyzing the SPPA data from particular angles: Jennifer Novak-Leonard from WolfBrown on arts creation, and Nick Rabkin from the University of Chicago on arts education. (Both are going to be terrific studies, by way.)

Inevitably, the conversation in the room turned quickly into what the SPPA data leaves out, just as it has at other recent gatherings about national arts statistics (including Sunil’s own webcast conference in Washington in December and last week’s by Randy Cohen in Chicago about the new National Arts Index from Americans for the Arts).

Okay, attendance is declining at the traditional, presentational arts formats that lie at the core of the NEA study. But what about people learning to play the guitar, singing in amateur choruses, and going to salsa clubs where they both participate and watch? What about all those technologically-mediated forms of spectatorship and creation? Many of the creative, expressive things that people are doing are captured only partially in studies like the SPPA and even the broader NAI, if at all.
 


So we’re missing part of the picture, and we have some sketchy evidence that the part we’re missing looks rosier than the part we have.

The big question, as Paul Botts, a program director at the Donnelley Foundation, put it at this week’s meeting, is whether that overall picture is growing or shrinking. Are the arts occupying less or more of Americans’ time and attention? ...

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Categories: Advocacy, Arts participation, Co-created experiences, Museums, Performing arts, State of the arts, Survey research
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February 12, 2010

Letting their hair down, awkwardly

Yale’s already-infamous musical admissions video shows how easy it is for institutions to come across as old fashioned even when they’re using new media.

Billed as an “independent an independent collaboration between Yale undergraduates and recent alumni working in the admissions office,” the 17 minute video is a slickly-produced, peppy campus musical number in which students sing and dance answers to the question that all college recruitment videos (and viewbooks and brochures) are meant to answer: it’s titled “That’s Why I Chose Yale.”
 


The Gawker took its swings shortly after the video was released in mid January, and a post at IvyGate was titled “That’s Why I Chose to Ram a Soldering Iron Into My Ears.” At some point the university felt it prudent to disable the ratings and comment features on YouTube.

This week even the New Yorker couldn’t restrain itself from jumping on the pileup, running a “Talk of the Town” piece about the embarrassed giggles and cringing bewilderment of Yale alumni who have seen the video...although some of them couldn’t bear to watch the whole thing.

Wait a minute. Isn’t this the very prescription for success in the YouTube era? The video was a participatory creative act rather than a top-down fiat. It let the students speak — okay, sing — for themselves about the university, not unlike MIT’s pioneering student blogs on its admissions page (which my colleague Bill wrote about in a recent post). It uses contemporary media to meet its audiences on their own turf. It delivers its message with energy and enthusiasm, avoiding the rationalist trap into which so many educational and cultural marketing efforts fall. And it’s an innovation, a risk: just what the doctors have been ordering.

So what’s wrong with this (motion) picture?

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Categories: Culture sector, Engagement, Higher ed, Institutional personality, Museums, Performing arts, Social media, Student research
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