Respect The Authority of The Resource

Hat tip to Nina Simon for calling attention to a post about how the Barnes Foundation is working toward changing their user experience. Even though the Barnes Foundation art collection was moved from a residential area to Philadelphia, efforts were made to replicate the close quarters environment of the original house. This complicates matters because it is easier for more people to access a place whose interior space hasn’t increased.

(There have been decades long conflicts related to Albert Barnes’  detailed instructions about the way the collection is displayed which informed the design of the new space.)

Shelley Bernstein, Deputy Director of Audience Engagement and Chief Experience Officer for the Barnes Foundation wrote about the poor impression people received before they even entered the door.

We had a no photo, no sketching, no bags, no coats, and “stay behind the line” policies. All of these things were well intentioned and all were in place in the name of collection safety — a very important thing — but, still, it was a lot of “no” to those we were trying to welcome. And we were trying to tell visitors about all these “nos” before they would enter the collection.

[…]

You can see this surface in online reviews, “… had to be told the exact etiquette before entering which makes it feel like they treat their visitors as if none of them has ever set foot in any other major museums/collections before(???)”

Bernstein set about trying to change how all these rules were communicated as well as exploring which policies could be changed. While she originally intended to scrap the no-photography policy, she realized with half the rooms only having 100 square feet that people could occupy, allowing free rein on photograph wasn’t going to work. So they piloted different policies over the course of a year to see which worked best in their environment.

Perhaps most importantly, they created staff training materials for interacting with visitors based on a process known as Authority of the Resource (ART), that the National Park Service uses in their training. This approach makes citing the rules the last step rather than the first. Even better, Bernstein has shared those materials, which includes signage and the National Park Service discussion of the approach, for others to reference.

Authority of the Resource (ART) shifts the focus away from the concept of enforcement power and toward the requirements to preserve the resource. There are obviously going to be people who don’t give a damn and want to do what they desire, but it does shift the initial interaction away from “because I said so and I am the authority figure.”

From the Park Service’s article.

“…the visitor ends up thinking about laws, regulations, badges and the ranger’s presence rather than focusing on the natural authority inherent in the requirements of a healthy ecosystem.

[…]

“…the AR technique goes one step further and asks the ranger/manager to subtly de-emphasize the regulation and transfer part of the expectation back to the visitor by interpreting nature’s requirement.”

Here the the Barnes Foundation training pamphlet. Clicking on either image will take you Bernstein’s Dropbox copy of the document.

Yes! Long Awaited Good, Bad and Ugly of Tech RFPs (Far More Interesting Than It Sounds)

For over a year now I have been excited about the session on writing Requests for Proposals (RFP) Drew McManus and Ceci Dadisman are presenting today at the NonProfit Technology conference so I figure I am pretty much obligated to write a post about it.

(Also I begged Drew to put up a mini-site with the presentation)

I should note, I am not attending the conference. I am just responding to the mini-site Drew has put up with the session content.

Wait! Before you ask yourself why you have read five sentences into a post about something as boring as a request for proposal and haven’t clicked away yet, let me assure you this is valuable info.

The more non-profit organizations depend on websites, social media, email, CRM software, ticketing systems, etc to cultivate relationships with their constituencies, the more it is necessary to make effective choices about the way technology facilitates these interactions.

I have been involved with a number of requests for proposals before and while it is an onerous process, there are some upsides to using it. As well as some downsides, both of which Drew and Ceci cover in the slide deck on the mini-site.

The mini-site covers all the steps, from gathering staff input to define your needs to communicating with different vendors to deciding what process to use. Project Evaluations are an alternative to RPFs, but have their own pros and cons.

The mini-site has a self-diagnosis questionnaire to help you decide which approach might be appropriate to you. (Note the emphatic disclaimer that they aren’t collecting any info on you, including placing you on a cold call list because “that would be a serious d**k move”)

Drew and Ceci solve one of the most frustrating parts of viewing a slide deck outside the context of the live presentation– trying to figure out what the bullet points on a slide really mean– by making their presentation notes available alongside each slide.

Since part of the title of the presentation promises to tell you about the stuff tech providers don’t want you to know, you will probably want to pay attention to those notes for this slide.

Here is a sample of some of the notes for this slide:

  • Tech conflict resolution (troubleshooting borders).
    • Some providers are all too happy to let someone else do the dirty work of quality assurance and troubleshooting or blindside you with unexpected fees to carry those tasks out.
  • Lack of flexibility and/or extensibility.
    • They may deliver on your project requirements but they may not play nice with other providers or make it easy to maintain.
  • Free, unsupported third party scripts/plugins.
    • Free scripts aren’t bad, but is the provider willing to support them or conflict resolve down the road. Ideally, a provider should provide a line item list of plugins, extensions, scripts, etc. that come from free and paid resources.
  • Non optimized performance (A.K.A.brute force programming).
    • This is all kinds of important in a post net neutrality world.
    • Talk about programming bloat where things work great on launch but performance grinds down over time.
  • They outsource coding but present themselves as a full service developer.
    • It’s increasingly common for design and branding agencies to project themselves as full web developers when the reality is they outsource coding.
    • Examine the difference between coders: frontend UX developer is not the same as a platform programmer.

If any of this starts to concern you, you may want to explore the whole presentation. Not just to raise your awareness about the problems that may arise, but to also become familiar with constructive approaches to the process both for your staff and the people with whom you may end up working.

You Have To Know How They Define Community Before You Can Tell Their Story

I don’t know what inspired me to do so, but last week I visited ProPublica’s website and learned that Free Street Theater and ProPublica Illinois were teaming up to offer theater-journalism workshops across the Illinois.

What caught my eye was that they put out a call for invitations to communities in manner reminiscent of the process Marc Folk said The Arts Commission of Toledo employed when soliciting feedback from different n eighborhoods of that city.

In addition to going to Toulon, IL, Free Street and ProPublica Illinois will be visiting Urbana, Carbondale/Jackson County, Rock Island/Quad Cities, and Rockford during May. So if you live in or near any of those places, check it out.

They did a trial run at the end of March in Chicago and have posted some of their reflections already. One of the things they recognized immediately was a need to do a better job of making people aware that they were having these workshops.

In the course of playing various games, they discovered that the terms people use to define their community, including how they defined community, had some bearing on how they composed the narrative about themselves.

We played a game in which we were asked to line up according to how strongly we agreed with various statements, from “We are living in a war zone” to “I love ice cream.” You’d be surprised at how many interpretations there are of what a war zone is, and how many people have strong feelings about ice cream.

In small groups, we talked about a time we each felt misrepresented in a news story, and how that directly affected us and our communities. It led to revealing conversations about how we each defined “community.”

[…]

At the end of the night, we returned to the sticky notes to ask: What do we want the story of our community to be? This is an important question — for us and for this project — that journalists rarely ask. But they should. If journalists don’t know how a community views itself, journalists don’t know what that community has at stake when it is represented or misrepresented.

If we never bother to ask — in real, concrete ways — it can seem like we don’t care. Journalists know how to fact-check names and statistics. But how often do journalists fact-check the underlying narrative of a community?

Since there is an ongoing conversation in the arts about how people want to see themselves and their stories depicted in performances and other forms of creative expression, these reflections by ProPublica reporter Natalie Escobar should pretty much be shared by those identifying with the arts and culture community.

Creating Connections To “Why Didn’t I Think Of That”

Last week Arts Midwest held a webinar to provide some examples of the way in which different arts organizations were putting the Creating Connection messaging and research into practice. They had representatives of the Eugene Symphony and two arts organizations from Klamath Falls, OR present talk about some of the successes they have seen.

Each of the organization links above will take you to pages with examples of brochures, videos, social media campaigns, letters and other pieces each of the organizations used.

There were a couple programs that stuck out for me as I was watching last week. One of the biggest “duh” moments for me was the Eugene Symphony’s use of a white board in the lobby to collect feedback from audiences. All those times we have tried to figure out how to get better response rate on surveys, something like this never occurred to us. So many grant applications ask for summaries of the feedback you have collected from the audience. It can’t hurt to have pictures of people enthusiastically participating in writing on white boards.

The people from the Eugene Symphony also spoke about how they shifted the focus of their fundraising efforts. At their gala auction, they placed fewer items up for auction and spent more time on storytelling about creating connections. In their donor appeal letter, they changed the message away from “support our excellence.” Instead, when deciding what to include in the solicitation letter, they ask themselves, “Is this going to be the story of their growth, their voice, their well-being or their happiness?” The repeated “their” being the letter recipient.

The images in their publications are focused on the experience the audience will have rather than on the organization. The “Meet The Conductor” video only shows Music Director & Conductor Francesco Lecce-Chong in the concert hall or in the process of conducting for a few seconds. Most of the video is him hugging people at picnics and while walking down the street, chatting at ballparks and sidewalk cafes.

Social marketing consultant Crystal Muno talked about work she did with the Ross Ragland Theater and Linkville Players in Klamath Falls, OR.  She said the Ross Ragland had been faced with the perception of being elitist. To combat that, they worked on messaging that presented the theater as a “kooky, enthusiastic, maybe a little eccentric aunt.”

One of the things I liked was that they used the image of a stick figure hugging the silhouette of the theater for all of their giving programs – donations, volunteer solicitations or asking people to join their guild. Depicting volunteers as loving the organization in the same way as large donors do has a certain appeal.

Crystal also spoke about how the Linkville Playhouse’s Little Linkville program, a group of adults who do shows for kids, started having kids usher the shows and design posters as a way of improving the connection with their core constituency.  She also talked about how their costume and prop philosophy was that they could only use and wear things that could be found around the house so that if the kids wanted to go home and replicate what they saw on stage, there would be few barriers to doing just that.

 

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