off-stage right

Saturday, May 9, 2009

George Thorn, theater guru – interview in THE OREGONIAN

I had the great honor of being a student of George Thorn at Virginia Tech (I actually think I was his last graduating student).  George and his partner in Arts Actor Research, Nello McDaniel, continue to be among the wisest counselors for theater and dance in the country – we used to call them gurus and I think it still fits.  The books that were published by Arts Action Research still grace my bookshelves—and many of my friends. 
 
Interview: George Thorn on the ecology of the arts community
May 02, 2009 09:00AM. OregonLive.com

 

If you're a struggling arts organization, who would you call for 9-1-1 advice?

Probably George Thorn, the Portland-based independent arts consultant who's likely in the Rolodex of every arts organization in town.

Off and on for more than four decades, Thorn has advised arts nonprofits around the country to plan and strategize finances, programming, board development and administrative infrastructure. Never, it seems, has this expertise been in greater demand than now, during a recession that has forced most arts institutions to cut budgets in response to, and in anticipation of, a difficult year.

Born in Indiana, Thorn, 72, studied theater at Butler University in Indianapolis and also at Yale University. In 1959, Thorn moved to New York, where he began a career as a stage manager and then general manager of Broadway productions. After three years in Connecticut as the executive vice president of the Eugene O'Neill Theater Center, Thorn began to shift to consulting, eventually starting Arts Action Research with Nello McDaniel.

Thorn and his wife, Nancy, a former theater and television dancer, moved in 1996 to Portland, attracted to the city's modest scale and scrappy arts scene. Because of his partnership with McDaniel, Thorn spent much of his first 12 years in Portland traveling to New York for work. These days, Thorn spends most of his time in town, though he and McDaniel continue to work together.

Since 1996, Thorn has advised more than 75 Oregon arts and culture institutions of all sizes, disciplines and levels of success, including the Portland Art Museum, Portland Center Stage, Chamber Music Northwest, Northwest Children's Theater and the now closed Portland Art Center.

Last month, he was honored by The College of Fellows of the American Theatre, an organization based in Washington, D.C., that promotes professional theater.

Recently, Thorn talked with The Oregonian about the financial health of Portland's arts institutions, the state of fundraising here and other arts issues. The interview was edited for clarity and space.

Q: You were so immersed in New York's arts world. Why did you leave?
A: Nancy and I left New York in 1974 for a couple reasons. It was the time of New York City's first economic crisis. This great city was disintegrating. It was also the time of a great transition within professional theater. In the theater, professional producers used to be the ones who put the shows together. But at the time, there was this transition from professionals to people who weren't professionals but could raise money. I had another business partner back then and together we managed five different shows for one producer. That producer could raise money. But he had no sense of aesthetics. It was just time to move on.

Q: You've been an arts consultant during a time that spans the emergence and maturity of nonprofits. What's been the biggest development?
A: One difference is that there used to be this belief in an institutional model. Whether you were an orchestra, a small gallery or museum, you were supposed to fit into that model. People are now organizing in terms of the way they need to as opposed to the way they are supposed to.

Q: Is that good or bad?
A: It's a great thing because the idea that one model can serve a collective that is so wide-ranging is not healthy. Many small and midsized organizations tried to fit into a model when they shouldn't have.

Q: Having witnessed New York's economic collapse during the '70s, how bad is this current recession?
A: This is the most serious recession I've ever seen. It's not cyclical. When we come out of this, we will be different. I don't know how, but we'll be changed. There's little in our past experience to help with this.

Q: We've seen many arts organizations scale back costs because of the recession. But shouldn't we expect some to shutter entirely?
A: I would think so. The way I would describe it is this: If a nonprofit was relatively balanced before the crash and endowed with good leadership, then they'll find their way through this. But if a nonprofit was out of balance financially, then the stress will be a hundredfold.

Q: Nonprofits have made budget cuts. But given the cycle of budgets, isn't the worst ahead of us?
A: I think everyone is making cuts because income and endowments are down. So in December and January people began to rethink budgets and how to break even. But I think balancing budgets for 2009-10 will be much harder. When the crash happened in October, performance organizations, for example, already had subscriptions, and year-end giving was coming in.

But only now and into next year will we truly see the ramifications on ticket sales, fundraising and memberships. I suggest nonprofits conceptualize not only for the several months left in this year but also for the time carrying forward into next year and beyond. People need to be working on an 18-month cycle now.

Q: What other advice are you giving nonprofits?
A: Be income-driven as opposed to expense-driven. If you are expense-driven, you build an expense budget based on what you want or need to do. Then you create income budgets to balance that. But if you are income-driven, you will develop your expenses responsibly and in line with the money you have.

Q: What's the single biggest mistake nonprofits make?
A: Growing to a size and scale beyond the mission. That's when it loses its center, its mission, and tries to become something more than its resources indicate. Of course, it's easy to understand why this happens: Our society is based on growth. That's the primary criteria for success: Are we getting bigger, doing more programs? Groups thus feel this pressure to grow bigger. That's how nonprofits get a mile wide and an inch deep.

Q: Nonprofits talk a great deal about the shallow funding base. Do you think they're right?
A: Yes. Portland is the most difficult city to raise money that I've ever worked in. Portlanders surely appreciate what they have culturally. But what's missing, to a degree, is an understanding by them that an investment is necessary in order to keep what they have. They have to give money. Another reason is that there is a thin layer of support overall. What the city and the Regional Arts & Culture Council (the nonprofit devoted to arts funding for the Portland area) have done is important in terms of funding, but it can't compare to other cities. We also have a thin base of corporate funding because so many businesses are moving out. The foundations have been generous but that, too, is a small base.

Q: So it's difficult to raise money here, but do you think there is actually money to raise?
A: Overall, no. From individuals, yes. The corporations have been doing what they can. But again, that's a small base compared to other communities in other cities.

Q: You've talked in the past about a system of individual donors.
A: There is a window closing on the old system of donors here. The old system is composed of the families who long ago took responsibility for patronizing arts and culture and other sectors of the community -- Arlene and Harold Schnitzer, for example. As that generation passes, wealth is spread out across the next generation. But sometimes that next generation doesn't have the same interests and passions of their parents, though Jordan Schnitzer clearly does. Our large budget organizations, like the Portland Art Museum, will likely get through that closing window. But not others. What will replace that new system? We have some elements already -- RACC's Work for Art program, the Oregon Cultural Trust, maybe a dedicated funding stream down the road. In other words, there are a lot of individuals out there with money, but they aren't in the arts and culture system.

Q: In the visual arts word, there's been a dream to create a contemporary art center. There have been various attempts, but each has failed. Can it happen here?
A: I'm not sure there is a level of support for a center of the quality and size we desire. I think the first thing that would have to happen is that people would have to be prepared to commit a significant level of funding. Because if we are talking about a center with national, maybe international, reach and ongoing education programs, then that's a big price tag -- at least a $3 million or $4 million budget.

Q: Why isn't the support there?
A: I did a presentation about 18 months ago in Seattle. At the time, Seattle had just expanded its museum with a new outdoor sculpture garden. There was also a new great symphony hall and a new library designed by Rem Koolhaas. We just don't dream like that in Portland. It doesn't mean we don't dream. We just dream differently. We dream about light rail, sustainability, bicycles, green culture.

Q: Mayor Sam Adams recently introduced an idea to create a ballot measure for arts funding. What are the chances of such a measure passing?
A: It would happen only with a real educational effort to articulate why arts funding would add value to all of our lives. And we are a long way from that kind of understanding. On the other hand, if the arts community can rally all of its audiences, donors, members, workers and volunteers over one or two issues, then they won't be stopped.

Q: Don't you think the recession will affect people's willingness to give money?
A: Yes, but on the other hand, this is the best time to plan, to strategize, so that when we come out of this recession, we'll be prepared and ready.

Q: The ballot measure is really the mayor's idea. But he's been compromised politically because of the Beau Breedlove scandal. How will that affect any possible measure's chances?
A: I don't think the mayor will be that key. What's more important is whether a grass-roots movement develops. It will be a collective effort that won't be dependent on any one person.

Q: You and your wife, Nancy, could just enjoy a simple life in Portland after many years on the road and having accomplished so much professionally. Why bother with struggling organizations now?
A: It's simple. I get to work with terrific people and I love the work that I do.

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Thursday, May 7, 2009

NYTW – Great Twitter contest, even better customer service response.

New York Theater Workshop has a fun Twitter contest that captures email address and offer core followers discounts.  It started this morning with tweets for #TheatreThursday counting down to a ticket give-away (twitter category day where you are supposed to tweet followers you recommend).  Then came the tweet with a link to this:

 

 

 

Welcome Tweeters!

Here's how to enter and win
a free pair of TwitTix to
Things of Dry Hours


Email marketing@nytw.org


with the subject line:
First Thursday TwitTix!

Please include your
name, phone number and
email address.

The first email received will win a pair of free tickets to be used during one of the following performances:
May 22 @ 8pm, May 23 @ 8pm
or May 24 @ 7pm.
Winners will be contacted by 6pm Friday, May 15th.

Good Luck!

 

 

 

 

 

I wanted to see what happened, it looks like a great show, and I wouldn’t mind seeing my friends work (shout out to Ruben Santiago-Hudson and Roslyn Ruff).  So I emailed to see if I could win.  Here is the very smart email I got back:

Dear Jodi,

Thank you for following NYTW79 on Twitter and entering to win TwitTix. Unfortunately you were not the first to enter. The good news is that next Thursday from noon to 5pm NYTW will be giving away another pair of free TwitTix. 

For being an NYTW Twitter follower we would like to offer you a special discount for tickets to Things of Dry Hours. Purchase tickets by June 8 and tickets are just $32.50 each for performances on May 22 and 23 and $40 each for performances May 24 through June 28! (reg. $65). To purchase tickets, call (212) 947-8844 or visit www.broadwayoffers.com and use code DHTWR430.
*Offer expires June 8, 2009

Thanks again and continuing following NYTW79 for more free tickets and discount offers!

-Becky

Other Great Ways to Save at NYTW
CheapTix Sundays
All tickets for all Sunday evening performances at 7:00 PM are $20 (Limit 4 per customer and subject to availability). Tickets are available in advance but must be purchased at the NYTW box office on a cash-only basis. Student tickets ($20) are still available for these performances.

Student tickets
Full-time students with a valid student ID may purchase $20 tickets for all performances (subject to availability). Limit one ticket per ID. Tickets must be purchased in person and require an ID at the box office. For tickets, please visit or call the NYTW box office (212-460-5475). (full-time students only)

Rebekah Paine

Marketing Assistant

New York Theatre Workshop

79 East 4th Street

New York, New York  10003

P: 212.780.9037 X 114

F: 212.460.8996

rebekahp@nytw.org

Become a fan on Facebook

 

Here is why I am impressed:

First, it is personalized. It took a moment on the reply, but it was a nice touch. 

Second, it was from a real person with a real email address who will now be the person I reach out to for NYTW tickets (Rebekah, you may regret that). 

Third, I got a special offer as a twitter follower. 

Fourth, they gave me other options as well. 

Fifth, they captured my email address (and my cell number I just realized since it is in my signature) and reminded me to become a fan on Facebook (already am). 

And finally, the whole thing felt like NYTW – downtown, cool factor – check, personalized community feeling (check), and bold compelling graphic (check). 

 

Rebekah – I don’t know if this was your idea, but I will send this post to Billy Russo, if he can’t give you a raise he can tell you “job well done.”

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Wednesday, May 6, 2009

No more waiting in line for rush tickets!

I got this message this morning on Facebook:

A message to the members of reasons to be pretty: A New Play by Neil LaBute.

--------------------

Subject: New Student Rush Ticket Program!

Hey Reasons fans!

We've got some great news (you know ... besides our three TONY nominations!): we just launched a new student rush texting program!

All you have to do to get your $26.50 ticket is text 'reasons' to 42903.

You can start texting 10am on the day you want to see the show.

You’ll be notified with a return text of availability for that night. If there’s availability you will have a three hour window to pick up your tickets. You must present a valid student id at the box office.

Maximum two tickets per person/performance and cash only!

Be sure to send this along to your fellow students!

See you all at the show!

--------------------

People have been making a lot of noise about Reasons other texting program which is interactive for audience members who are already at the show.  But this new program is a great use of technology.  For all the cynics saying their grosses are low so this isn’t a big deal, you are missing the point.  By using Facebook and text messaging the folks at Reasons are freshening up the age old practice of student rush tickets.  Remember 10 years ago when Rent created a whole new energy around the show with their day of lottery?  Rough times usually spark innovation – let’s hope Reasons lessons in using social networks and texting aren’t lost amongst the cynics. 

And if you haven’t seen the show, if the three Tony nominations don’t convince you – take a look at my reasons for people to see Reasons to be Pretty.

If you are a student – take advantage of this new program, you won’t be disappointed.  If you aren’t a student, you should still see the show.  Buy your tickets here and NOW.

If you are reading this post via Facebook Notes, please click-thru to Off Stage Right and be counted (and keep reading other posts).

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Monday, May 4, 2009

Interesting articles/blog posts from last week – in case you missed them!

Here is a round-up of what caught my eye over the last week.  Let me know if there is something interesting I should be reading!

Interesting argument - Text Me Later (Or: How Theater Isn't Baseball) http://u.nu/5zz3

Cultural Groups ask what to mount next. The Answer - losses? Washington Post http://u.nu/3zz3

To gala or not gala - Iu2019m Honored. No, Actually, I Canu2019t Afford It. NY TIMES. http://u.nu/6xz3

How Much Does Mayor Bloomberg Want to Cut from the Department of Cultural Affairs? Clyde Fitch Report - http://tinyurl.com/dhcugv

Anonymous Giving Gains in Popularity as the Recession Deepens - Philanthropy.com - http://tinyurl.com/d45sky

More Valuable - The Ticket Buyer Or The Donor? - diacritical - http://tinyurl.com/d8sbrg

Bad Behavior at the Theater: Reviving an Old Tradition « Clyde Fitch Report - http://tinyurl.com/d4vjw4

Celebrities Are Taking All the Jobs - http://tinyurl.com/cm3ur9

Equal Time For Planned Giving http://viigo.im/rFc

Fundraising suffered big drop in 2008 http://viigo.im/rii

99seats: Priorities, Part 1 - http://tinyurl.com/d4sn4v

Let's Get Practical! - Artistic Manager and Resident Companies http://tinyurl.com/cpbdse

Broadway, Off-Broadway, Theater : How to invest in a Broadway show. Part I - http://tinyurl.com/d5cgur

How to invest in a Broadway show. Part 2 http://tinyurl.com/dnzg4t

Reasons to be Pretty to Encourage Texting at the Theater - http://tinyurl.com/c5o864

Union Calls City Opera Strike ‘Likely’ Given Demands - Bloomberg.com - http://tinyurl.com/tra5t

Why Twitter Quitters don't Get It http://tinyurl.com/c4neyh

HarvardBusiness.org: The 24/7 Employee http://tinyurl.com/dcz8mu

The World of Celebrity Giving: http://www.looktothestars.org/

IRS provides a mini-course on the new 990 form for charities - http://tinyurl.com/cuo8wh

There are BO users and AO [Twitter] users: Before Opera/After Oprah' ( http://tinyurl.com/cojbdc )

Parabasis: No One Edits Poets. Pondering new play development and collaboration - read the comments too. http://u.nu/4463

ArtsBeat: Barlow-Hartman, Broadway Publicity Agency, to Close http://viigo.im/q2W

Is Your Social Network Cool Enough To Be A Tree House? http://viigo.im/pS6

Social Net Fundraising - All Hype? The Agitator. (Pretty sound advice) http://viigo.im/pQW

A Nonprofit New York Times? http://tinyurl.com/cskgs3

Theatre vs. Theatre Companies (The Playgoer) http://viigo.im/pln

Wall Street Journal Only Top 25 Newspaper To Report Circulation Increase http://viigo.im/pfw

Diacritical: Do we need institutions to create art? http://u.nu/5dp

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Friday, May 1, 2009

MCC Theater Youth Company changes lives (last night they changed mine)!

It is so rare in the theater to experience the visceral and emotional slap of truth or to have a piece of theater grip hold of your heart to the point that you find you have stopped breathing. But when it happens, you are transformed - not momentarily but permanently. Theater that does this leaves a mark inside of you that does not and cannot ever be removed.

Last night a mark like that was left on my heart and will forever burn in my mind.

It didn't happen in a Broadway house or even at a "professional" show. It happened when a group of high school kids (and 9 who had graduated and grown up a bit) took the stage for MCC Theater's 2009 Uncensored performance and 10th Anniversary celebration.

It was a raw, dark, funny, gut-wrenching roller-coaster ride into the hearts and minds of the kids who wrote and performed it. They were truly uncensored as they shared thoughts on life, self-image, drugs, race and sex - lots of sex. MCC Youth Company found a way to give these kids a voice and let them scream from the rooftops.

During the first half of the evening the current MCC Theater Youth Company (made up of about 50 kids who audition to participate in the year-round FREE training program that focuses on writing and acting), performed Uncensored (monologues and scenes they developed), one of four performances during a regular year.  The second half was a one-night-only reunion of 9 alumni members and 1 current company member performing (one person from each of 10 years of companies) work created over the last 10 years intertwined with the affect that the Youth Company has had on their lives. 

Throughout both performances I was on the edge of my seat.  My heart and mind being banged and dented by the beauty of their work, their pure honesty, their fears, and their abundant hope.   After hearing how the Company had changed and in at least one case saved their lives, the alumni called all current and past members to the stage along with my dear friend who founded, taught and lead the Company for 10 years, Stephen Dimenna.  As I watched the stage fill with kids of every color, shape, sexual orientation and personality and embrace each other and Steve, I could see that they all stood a bit taller and were living a bit larger.  I swelled with pride that I was there in the beginning of this one-of-a-kind program that is so deserving of more than a blog post – all you documentarians and New York Times feature writers get on it.  I couldn’t take my eyes off of the celebration. I thought about the  hundreds of kids who have been Youth Company members who found their voices and a theatrical home, and I realized I was breathless and  the night had permanently left a mark on me.

Congratulations and Happy Anniversary to all my friends at MCC Theater, not only do they produce some of the best theater in the country, but they are doing so much more to impact and shape the future of the theater.

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Monday, April 27, 2009

Key Issues facing the nonprofit theatre industry (a top ten list)

Issue One: The business model is broken (if it ever worked).   We need a new definition of fiscal health and sustainability based on individual organizations needs.

Theaters across the US are acknowledging that the traditional nonprofit theatre model is broken (60% earned/40% contributed). For many structural deficits have become the norm rather than the exception.

Other Earned Income resources can be explored but must not pull the theatre off mission.  Enhancement income can be raised from aggressive new play development and active exploration within the industry. Although this is a somewhat unpredictable source of income when done under the right circumstances it can be very helpful in offsetting expenses.  When done for the wrong reasons (read – for the money) it can be devastating.  Co-Productions are another performance related income stream. Similar to enhancement income, the partnership is as important as the income source. Many Education Programs generate significant revenue through participant fees, vendor agreements with academic institutions, or corporate training programs. Real estate acquisition and utilization can be a revenue source for many organizations.

Rising Production costs must be reasonably contained, however, eventually many theatres might have to go through a certain amount of correction on their production expenses if they are “living beyond their means.”  Programming, fund-raising and administrative needs of companies need to be assessed regularly.

Theatres need to address contributed revenue across the board – annual campaigns, specialized campaigns, and reserves/endowment.  Alternatives to traditional endowments will need to be explored.  Working capital must be addressed. 

We must assess our governance structures and make sure there is balance between board, artistic and managing leadership.  Too often healthy discussions become tyrannical demands by one or two of the partners. 

Issue Two: Many of our mission statements have become interchangeable.

Writing missions by committee has watered down many theatres’ missions.  Consensus has become a compromise to mediocrity.  Organizational values are sometimes difficult to identify and in a few cases have been lost to the whim of leadership changes and egos.  We must return to missions that address a need.  Why do we have mission statements in the first place? We need a purpose.  We have to have an identity right? A uniqueness? A reason our community needs us? We have to use our resources and capabilities to fill some social need.  We need goals to measure our impact against!

Issue Three:  We have lost our relevancy within our communities.

The first two issues have created the most challenging and threatening issue of all.  Several organizations have veered away from their original mission and become increasingly irrelevant.  Theatre has become about making the safe choice.  We shy away from artistic risks over concerns for finances – just when we should be taking the greatest risks with our work.  We aren’t spending enough time getting to know our constituencies so aren’t picking work that matters to them. We must live up to the responsibilities we have to our community.

Issue Four: We aren’t investing enough in new kinds of theatre – the evolution of the form.

Theatre has a bad tendency of being behind the times, we must explore how we use new technologies, environmental theatre and challenge the definition of the theatre or new forms will evolve without us.

Issue Five: We should partner more often with other arts organizations or social service organizations.

We must identify mutually beneficial partnerships and eliminate those that drain resources.  Natural partnerships have formed with other theatres and some arts organizations, but we must actively pursue new bonds and relationships that allow us to share resources and fund our expenses.

Issue Six: We don’t do enough for families.

As members of a community, we must do more for families.  In a world where group experiences are becoming more and more virtual we must provide programming that  brings families together under our roof to experience live storytelling.  We must make theatre-goers.  If you haven’t experienced something you will never miss it.  We need to provide flexible services and scheduling to parents as well as provide the tools with which to explore theatre together with their children.  We need to have programming that reaches audiences of all ages focusing on the major transition periods.

Issue Seven: We need to make theater more accessible.

Programs that lower ticket prices must be created so that more people can see shows.  We have marginalized much of the theatre-going experience to the affluent.  Of course not all programming will be accessible to everyone (that is unfortunately inherent in the arts structure).  But we have reached a point of imbalance.  A correction is essential to remain relevant, to serve most missions, and to keep theatre alive.

Issue Eight: We need to build theater’s Audience Base.

We must create participatory experiences beyond productions.  Education programs, outreach programs, audience development programs – whatever you want to call them, must be at the center of the organization along with productions.  We cannot afford for them to remain or become satellites to production.  When all of the information in the world is available in a few keystrokes in a google search, we must feed the desire for deeper, more qualitative, more educational experiences. We have to listen to our audiences, create a dialogue, and create forums for ideas to be expressed.  We have to work as diligently on the relationship with the audience as we work on producing the work.  We must speak their language and use their communication tools.

Issue Nine: We need to build theater’s Donor Base.

We must work with the entire nonprofit community to stop complete marginalization of the arts.  We must finally create a multi-layer argument regarding the value of the arts.  We must stop the competition and aggression towards other arts organizations.  Again, we must listen to our donors and create loyalty and generosity that is based on something more than a rewards system for patrons.

Issues Ten: We must empower and invest in our staffs.

Without committed and seasoned staffs we will not achieve any of our goals. We need the staffs of organizations to drive programming and ALL activities of the of the organization in partnership with the board to achieve appropriate growth, long-term strategic goals and the necessary fund-raising to sustain the organization.  We need to invest in continuing education for our staffs.  We must break the cycle of short-term employment and increase staff retention.

As with any list about an entire industry, of course there are folks working on these issues.   Please share what you are doing!  Learning from one another and working together is the only way to address these issues industry-wide!

If you are reading this post via Facebook Notes, please click-thru to Off Stage Right and be counted (and keep reading other posts).

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Saturday, April 25, 2009

Audience and Donor Types - are you a tag-a-long or loyalist?

Whether you are talking about donor or audience members there are some general types – motivations - that apply (as with all things in life). It is important for every show or in the case of institutions, every season and community, to be analyzed to see which of these types may be predisposed to attending a performance or making a donation.

Type: Preview Chasers (always try to attend prior to a shows opening)

  1. Subtype: Those looking for a cheap ticket. This is pretty self explanatory. Lots or papering services customers here.
  2. Subtype: Those looking to be the first one in their social group to see a show. This group is a bit savvier and tends to attend a show late in previews – often targeting the press nights. These group contains the a lot of theater aficionados – they want to express their thoughts on a show rather than having their opinions shaped by reviews. They see most of what plays on and off Broadway. They are inclined to purchase memberships or subscriptions to nonprofits. This group has sub-subtypes - new plays, musicals and classics. This is probably one of the smallest groups but the most cherished for word of mouth. Most of the theatrical blogger movement comes from this group.
  3. Subtype: Those looking for a train wreck. There are people who simply want to see if something will go wrong, usually on a large musical or star studded straight play. I know plenty of people who rushed to see if Katie Holmes would be able to project enough to fill a theatre, let alone create a character on stage. This group is particularly happy when a whole show gets branded a train wreck – Dance with the Vampires. They spend a lot of time on sites like www.allthatchat.com. Sad to say that this group has a lot of (bitter) industry members in it.

Type: Review Chasers (purchase based on good reviews from critic(s) they trust – most often, New York Times, Wall Street Journal, etc.)

  1. Subtype: Those looking only for Raves in major periodicals. No mixed reviews for them. These folks show by the adjective or quote ad. They are looking for only the hot shows. They may subscribe to a nonprofit company that has a strong streak of successful shows – to make sure they get in with good seats, but without a good review they simply let the tickets go to deadwood. This group also has sub-subtypes for Bway, off-Bway, off-off, cabaret, etc.
  2. Subtype: Those looking for easy access. This group more or less lets the show find them. They don’t seek out the show, but they sample one when they happen upon a good review. They are casual theater-goers who will risk a mixed review if it has the show has an interesting hook – an artist they like, a very familiar title, or a last minute purchase

Type: Event Lovers (if there is a star, a limited run, a British import – or better yet all three – this group is there)

  1. Subtype: Those looking for stars. Reviews or venue doesn’t necessarily matter. If there is a famous person on stage, they are in the audience (and usually at the back stage door). Just think of the advance from Three Days of Rain with Julia Roberts.
  2. Subtype: Those looking for a once in a lifetime experience. This group went for the marathon of Coast of Utopia or flock to BAM to see the Royal Shakespeare Company.
  3. Subtype: Those looking for a party. Through a gala or benefit and they are there.

Type: Loyalists

  1. Subtype: Those looking for a relationship with an institution. The ever-shrinking subscriber population.
  2. Subtype: Those looking to see everything a certain artist does. If artist X is in or wrote it, these fans are there.

Type: Knowledge Seekers

  1. Subtype: Those looking for an exploration of a subject or time period.
  2. Subtype: Those looking for a learning component. This group loves partnership programs - talk-backs, behind the scenes workshops, book clubs, symposiums, related programming from other art-forms, etc.

Type: Tag-a-longs

  1. Subtype: Those who were looking to make someone happy. The devoted partner or friend who puts up with a night in the theatre (usually in exchange for something else – a night at the symphony or a baseball game).
  2. Subtype: Those looking for a way out. Someone forced them to come. We all have seen these folks. No matter how good the show is they are shifting in their seats and doing a really crappy job of hiding the fact that they are checking their email on the blackberry or I-phone

Type: Gatherers

  1. Subtype: Those looking for a large group experience. Whether it is a church group or club, their attendance is based on a gathering of peers.
  2. Subtype: Those looking for a social experience. Whether they attend wine-tastings, ladies night, singles nights, young professionals night – you get the gist.
  3. Subtype: Those looking for social-standing. These folks want to be seen, be part of the crowd – especially opening night.

Of course a gatherer looking for a social experience might be at the show with a tag-a-long looking for a way out or a loyalist could be looking to be the first one to see a show. There are infinite combinations of these types and subtypes among individuals, pairs or groups. The difficult choice that one must make for each show or season is how to communicate before, during and after a “transaction” with different types and subtypes of audience members and donors. And as with anything in life, you can never please everybody and you may not be able to hit every type on every show.

For example, let’s say a show has a well known artist attached to it perhaps advertising can be either very bold or viral and you can reach several types. But to get those review chasers you will have to use quote ads in the major publications. Every night you will have Tag-a-longs, at least you can make sure they have a pleasant customer experience, so that they aren’t so active in looking for a way out.

We can drill down even further on these types and subtypes and depending on you ability and budget to do niche marketing it can be very useful. No matter what our budget is or what our staff capacity is, we have to get better at have a handful of messages for each show. Unfortunately, many nonprofits have not mastered this as well as the commercial sector. It is common for me to get a subscription brochure and postcard in the mail with the exact same language. That language is usually word for word in all materials from press releases to e-blasts to show posters in the lobby. Of course repetition is good but replication is boring. A little tweaking to specific types can go a long, long way!

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Friday, April 24, 2009

A smart e-blast…

Maybe I am late to the party, but I was very impressed with the message I got on facebook from a couple of friends. 

Give the gift of great theater - go to www.reasonstobepretty.com/share and send a customized e-blast to your friends. It's that simple.

I was struck by not only the simplicity of this but the pure genius of getting instant word of mouth from a trusted source.  This is the third example I have found/discussed that asks an audience member to participate directly in the marketing of a show.  Long Wharf Theatre puts postcards in their lobby and asks audience members to address them and return them to the box office to be mailed – a “wish you were here” campaign and I have been having several conversations about encouraging audience members to tweet about shows during intermission or after a show. 

Of course the one problem with the e-blast campaign is that it is not immediate.  I have two friends performing in the show, worked at the theatre it was originally produced at, know most of the production team and producing team, and I LOVED the show off-Broadway, yet, I still haven’t made my own e-blast up.  Now I could tell you that I am seeing the show May 2, and I was waiting until then to send it out, but it would be a bit of a lie.  Frankly, I have been touting the show left and right on facebook and twitter – to the point that many friends thought I was working on it.  Unfortunately even though I see the box office grosses each week, so I know that I should have sent the blast the minute I got the message, the message itself didn’t imply any urgency to me. 

This is the issue with all three ideas.  If you are going to ask the customer to work for on your behalf, you need to make them feel needed.  Some how you have to get them to know that if they loved the show, they HAVE to tell everyone they know or the show won’t be around for them to see or their friends will miss out on something.  In the case of the Reasons e-blast you are asking them to take the time to type up to fifty emails.  That is a lot of work and time commitment (at least suggest they copy paste them too).  I have to wonder if it would have been a good idea to have hire a few people to stand outside the theatre at the end of the show with postcards with the link on them – with a message that implied “save this show.” 

For the postcards, what if they were handed out with the programs and the pre-show announcement asked people to turn them into the box office (and said where they could pick up more in the lobby). 

Certainly we can also think of ways to ask audiences to tweet their thoughts on the show through encouragement in announcements – I noticed at least one or two nonprofits must be using computers in their lobbies to send out tweets of audience responses on their institution’s twitter account. 

After all if I got an email, postcard or tweet from someone whose opinion I trusted, I would check out the show.  It certainly seems worth the cost of a bit of manpower to make it happen.

I have to go now – I have an e-blast to send out through www.reasonstobepretty.com/share.  In case I don’t paste your email in.  TRUST ME GO AND SEE THIS SHOW.  Don’t wait, buy your tickets now.

 

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Thursday, April 9, 2009

12 things to learn about each donor or audience member

As a follow-up to my post about box office and front of house staff, I got several emails about what kind of information should staff try to learn about their customers beyond how they heard about the show they are seeing. Any information is good information, but below are the top 12 things I try to learn about donors, audience members, and anyone I work with (agents, artists, etc). The information is only useful if it recorded somewhere, don't forget that! For example, I copy the answers to these questions from our donor/ticketing software into the notes field of my outlook contacts. For agents I add their client list to the notes, and for artists I add every show I have worked with them on and all of their representation. Some of the information comes from phone calls, some from a little research, and some from conversations, but I track it all and ask that my staff does too.

1. What is their spouse's name (and track whether they stay married)? The reason is pretty obvious – whether it is for ticket pick-ups, events or phone calls – best to know who is married to whom

2. Do they have children? Names? Ages? Again, obvious reasons for tracking this – programming options, the occasional question about how they are doing. It is good to get what schools they go to (for educational program discussions) and speaking of schools…

3. Where do they work and what do they do? Another obvious one – you can learn a lot about what people might like by what they do for a living.

4. What colleges did they go to? Often they are active in alumni groups (hello group sales), they may be on the board (hello connections), or they may just follow that sports team (always an safe conversation topic).

5. Do they have pets? I have five dogs and a cat – no kids, enough said.

6. Where were they born? This is a great one to figure out through research and toss into a conversation – always impresses and makes a very personal connection.

7. Who are their friends? Or as I like to think of it – who are they going to bring to me as potential audience and donors! It is about networks and always has been, we are just more aware of this in the era of social networking (plug for fun site – muckety.com - It is a great way to find out a lot of info it actually tracks their former business associations and boards that they serve on and creates a cool graphic of it, in addition to Google and Wikipedia searches of course.)

8. What are their other causes? This is a great way to find future partner for programming or to identify programming that folks may be interested in. Perhaps you offer another organization they support free tickets for their employees or constituencies, it can really strengthen relationships and make you feel good about helping another organization.

9. What is their religion? Touchy subject, but it is more embarrassing to invite someone to an event scheduled on – say – Yom Kippur and completely insult them. Also religious organizations can be good programming partners (as in number 8).

10. What are their special needs or even just likes? Do they really prefer an aisle is as important as if they require it. Are they injured and need special assistance? Do they love the mezzanine (or hate it). Do they like to arrive early to socialize or get in and get out quickly. You can't also meet their desires, but acknowledging you couldn't sometimes is just as good as not meeting them.

11. What are their other interests? Knowing they are a baseball fan is not enough – Mets, Yankees or Sox? Guess the wrong one and you could be in trouble. Do they love gardening? Play tennis every morning? Write a blog? If you know you are going to see them – use a personal hobby as a conversation piece.

12. Are they talkers? This is a tough one, but you have to be careful. Some people don't want to chat or make small talk with you – it isn't anything about you, perhaps your organization is really their spouses passion and they are really just supporting their spouse, so they really don't want to hear about the great new programs you have. Some people are just very uncomfortable with small talk especially in a crowded lobby or group, but one on one are happier. Believe it or not I often learn this from a box office person. I will be curious about someone who never really wanted to talk before a show and the box office will tell me how odd it is because they are Chatty Cathy on the phone when getting their tickets, so I follow up with a one on one call, and make stronger connection to that person in the manner in which he or she prefers.

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Tuesday, April 7, 2009

Better box office and front of house service keeps your customers coming back – almost as much as your programming

Several months ago, I wrote a post on market research for theatre – who to talk to, where audiences might come from, and initial methodology that I have been meaning to revisit for ages. My Harvard Business Publishing update reminded me of it but brought up some really important ideas that I wanted to address as well. Of course, since many don't have access to HBR website I pasted the post below.

Peter Merholz makes some really important points about staff right up front. I have had many conversations with other leaders about our box office staffs. They are usually the youngest and worst paid staff members. We work diligently to keep them up-to-date on programming, updated information, and institutional information, but many if not most are part-time and more often than not our work to keep them informed is subpar. And let's not face it customers are not always nice, so when you are young, underpaid, and unprepared, it is pretty easy to be short or even rude to customers. And for a large part of our constituencies this is not on the first contact that they have with our organizations but the majority of our audiences probably only meet or talk to the front of house staff. Many of our subscribers only ever interact with the front of house staff. This is more than our "front line." So how do we improve customer care?

Perhaps we should do some analysis on what we pay for part-time employees, telemarketing and other interactions and really explore the idea that the box office staff and house management staff should be experienced, middle managers who are capable of handling difficult decisions.

Also, by nature, most box offices are separate from administrative offices. I really recommend to any one building a theatre, think of connecting the two. Satellite offices naturally receive information at a different rate and are by placement alone separate from the day to day conversations and camaraderie of the general office staff. The box office should be closed for full staff meetings and all box office staff should be in attendance at these meetings.

Of course staff structure is different at each theatre, but there must be a strong connection between marketing and development functions, as well as a system for staff education that makes sure that these front of house staff members are in the loop as decisions are made. These key intermediaries between the audience and the organization MUST have interaction with the artistic department and artists – and not just booking their tickets, showing them to their seats or letting them know about house sizes. It must be healthy, quality interaction about the work happening on stage.

As for the information that these staff members collect about customers from conversations and sales interactions, it has to be recorded somewhere. I don't care how busy the phone lines are – we have to learn more about our customers and what better way than through the person talking to them.

If we are going to connect with people, the connection should be as intimate as theatre itself with as many of our patrons as possible and at all levels of the organization. People can get cold, canned, impersonal experience from the majority of businesses they interact with throughout the day. If they don't want a human experience they will buy on-line. But most people who come to the theatre are coming for the human connection whether social, emotional or intellectual, they want a connection. We have to give them a positive, well-informed one.



From Harvard Business Publishing Blogs:

It's Not Who Your Customers Are, It's How They Behave by Peter Merholz

9:28 AM Wednesday February 11, 2009

Businesses cannot exist without customers, so it's sadly ironic that many, if not most, businesses, actually understand so little about them. As a company grows, a smaller and smaller percentage of the staff interacts with the customers. In fact, those folks on the "front line" (think call centers, service counters, retail stores) are typically among the lowest-paid and have the least authority.

Meanwhile, back at headquarters fundamental decisions are made with extremely limited information about customers. There, understanding the customer is often considered someone else's responsibility, because, "we have a department for that." No department has a complete view of the customer, however, and so in place of true understanding are models and frameworks that attempt to describe the customer. Many companies don't go beyond demographics and market segmentation. While it's helpful to know how they break down by age, sex, income, region, and other easily measurable characteristics, there's actually very little you can actually do with that information. In order to become customer experience-driven, you need to go beyond who your customers are, and understand what they do.

When companies think of how their customers behave, it's typically in one of these four ways. See if any of these resonate with you:

1. "A gullet whose only purpose in life is to gulp products and crap cash"

That quote comes from The Cluetrain Manifesto, still one of the best books on how companies should embrace a new way of communicating with their customers. Very few companies would admit it, but you know that some still see their audience this way (I'm looking at you, broadcast media.)

2. Sheep

This view holds that with the right "messaging", you can guide people to behave in certain ways, because they're docile and gullible and respond only to emotional tugs. And while this might be fine in the world of packaged consumer goods, where there's not a lot of complexity in using (i.e., literally consuming) the product, it breaks down when your offering is more complex. During the first Web boom, I remember companies spending tens of millions of dollars on advertising, and a tenth (or even a hundredth) of that on the site experience. You can no longer simply hound people into buying your product.

3. Homo Economicus

If Sheep are one side of the behavioral coin, this is the other. This view argues that customers are highly rational beings who want to maximize the utility of their purchases. This leads to an assumption that what matters most is "bang for the buck," which in turn gives us products with bloated feature lists, because who wouldn't want to buy the item with 14 bullet points on the packaging over the item with just 10? Sadly, there's research that suggests that many customers do make just this purchase decision; however, there's also research that up to 50% of product returns are for items in perfectly good working order -- they're just too confounding to use.

4. Type A Personality

Perhaps the most sophisticated common view of customer behavior is the one that understands customers are completing tasks in the process of accomplishing a larger goal. This view comes out of the world of software and Web design, where the functionality can get quite complex. This perspective becomes problematic when taken to the extreme -- that people are some kind of flesh robot seeking to maximize productivity. This leads to offerings that work, but can be joyless and dull. Perhaps you've used some of Microsoft's products?

Now, these perspectives aren't wholly wrong (well, maybe the gullet), but clearly they're not quite right. In order for a company to deliver truly outstanding products and services, it must embrace the messy complexity of human life, and endeavor to understand its customers as people. In other words, understand your customer as you understand yourself.

This means going deeper than tasks and goals to appreciate behaviors and motivations. A few years ago, I worked with a large national bank to help them better understand how customers decide to purchase the bank's products and services. The bank had a sophisticated demographic model, but didn't understand what cinched the deal.

Our initial efforts focused on the "goal" of buying a product, and we were able to outline the steps that people took to achieve that goal. They researched banks online, then compared products within banks as well as across banks. They visited nearby branches, and spoke with representatives in person or on the phone. And once they amassed enough information, they committed.

In our analysis, we realized this was only part of the story. We asked the research participants to retrace their steps, focusing on the Web site, to walk us through their experience. And in doing so, we saw that while there was a set of discrete tasks that lead to achieving a larger goal. More importantly there was an underlying motivational layer of emotion that actually guided their decisions. Buying financial products is challenging, because unlike physical goods, it's hard to define what you want ahead of time. At Best Buy, you can point to a 52″ television and say, "something like that." You can't do that with a loan or a line of credit.

So what happened was that while people appeared to engage in the appropriate steps to make a purchase decision, because they couldn't articulate an end state, they were simply going through the motions and would never commit. We realized that customers must satisfy three sets of requirements -- functional (does the product meet my basic needs); intellectual (through comparison, am I confident I'm getting the best deal); and, crucially, emotional (could I have a relationship with this bank?). The bank wanted to drive all applications for new products online, but the customer research analysis made clear the importance of maintaining a quality cross-channel experience. Potential customers often wanted to meet representatives, either in person or on the phone, before committing to an application, even if they've done all their research online.

Peter Merholz is a founding partner and president of Adaptive Path, an experience strategy and design firm. He has worked with a wide variety of clients from large multi-national companies to smaller, avant-garde firms and start-ups. Past clients include Hallmark, Socialtext, Intuit, United Airlines, and The Vanguard Group. Peter is an internationally recognized thought leader on user experience. He co-authored Subject To Change: Creating Great Products and Services for an Uncertain World, published by O'Reilly. Peter's thought leadership is perhaps most dubiously demonstrated in his coining of the term "blog" in 1999 when it was a nascent genre.

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Saturday, April 4, 2009

Recession and post-recession Marketing

With all the talk about discounting, buying patterns, and subscriptions, I started to think about the trends we are setting (yes, I said WE are setting).

As the old saying goes, it takes two to tango and we have been a terrific dancing partner in the avalanche of discounting, last minute ticket purchasing, and the demise of the subscription model.

We didn't have much choice and hindsight is 20/20, so rather than looking at what got us to this point (there are many great posts on that on other blogs and even a few in my past posts), I am thinking about the impact we are right now during these exceedingly tough times.

The cultural shifts in ticket purchaser's patterns will likely stick after the recession. We are shaping a lot of consumer's ideas about attendance during this time, and we are actually instilling future habits.

Can the last-minute buying trend be reversed?

Why don't we reward early-adopters like say software companies products? Free betas of software are common – try it out for us and help us find the bugs and in exchange it is free. Isn't that sort of the exact same concept for previews? Lots of folks make these preview prices earlier, but what if we took it further. Web-site start-ups often let the initial "customer" have free or low cost membership forever. Why aren't we rewarding those who buy early?

Without question buying early and loyalty of repeat customers should be rewarded. However with all the last minute discounts, subscribers or members tend to pay on the higher end of the price scale. We justify this by saying to ourselves that when a show is a hit, they are guaranteed their seats or through so-called benefits (exchanges, extra events). But let's be honest, the traditional pick your seats in the advance program really only works for one thing – a subscriber who wants to sit in a specific seat, in other words, the traditional much older subscriber.

What would happen if the subscribers were guaranteed a steep discount? I think it is really important to do some number crunching and see if lowering subscription prices significantly can increase your number of subscriptions and make up for the lost income with number of butts in seats. After all it is about having the cash in the bank AND the advance ticket sale.

However this can only work if last minute buyers aren't rewarded more for their "bad" behavior than subscribers.

Frankly, we are treating theatre subscribers like the gadget industry treats its customers. To get the cool new thing (or the possible hit show) you actually have to buy in at the higher price than those who wait. Is the Kindle or Ipod model really what most theatres want to be? A few privileged few who can afford it get it first? After all two months after the first Iphone release Apple had to drop the price $100 to increase sales, isn't that the same thing we do with single ticket discounts?

Lot of folks talk about the airline model being applied to theatre – where the earliest and the last customers are rewarded with the best price, this does fill seats that would go empty. It certainly is work exploring.

Other folks are experimenting with scaling of prices based on demand. This resulted in the last minute premium ticket prices that some find insanely over done, but perhaps it teaches a bit better behavior. Perhaps scaling should be extended to daily performances. If Saturday night is the hardest ticket to get shouldn't it be the most expensive?

Let's use some simple numbers – what if ever subscriber paid $1 per show, single ticket buyers who bought during the first 10 days tickets were on sale paid $1.50 and those who bought in the few weeks prior to the show paid $2-3, and a few rush tickets were sold at $1 a show. Would the capacity shifts actually increase overall income?

Whatever route a theatre decides to take, this is the time to experiment with ticket prices and to create good habits that help theatres with advance sales.

I am including in this post excerpts from a proposal I wrote (with a great Institutional Grants Manager) for TCG's Think It! Do It! Grant. It is about deconstructing the traditional subscription model – we didn't get the funding and I am not at that particular theatre to implement it (nor are they), but I think it has some good thoughts on how seasonal planning can also play into pricing and advance tickets sales. I certainly wouldn't advise it for every theatre – but if you read this blog often you know that I don't prescribe anything for all theatres except individuality, uniqueness, and self-examination.


May 15, 2008 proposal for TCG's Think It! Do It! Program (in partnership with Met Life). This was submitted under the Do It! Guidelines.

How do we increase ticket sales, increase working capital and broaden our audience base? This is a question familiar to any performing arts organization. As reported in Theatre Facts 2006 and based on the TCG Fiscal Survey of 105 Trend Theatres between 2002 and 2006, the percentage of seats filled by subscribers is on a steady decline and there is a decrease in overall subscription packages sold.

Many theatres have struggled to maintain a subscription audience and have found that a significant amount of staff time is dedicated to the exchange of tickets and updating subscribers with changes in programming and other information. Industry-wide, the last five years have marked a steady change in buying patterns with an increase in single ticket purchases, especially for a specific date or performance in the distant future. Pricing models are in flux; theatres are trying different types of subscription packages, single ticket initiatives, flexible purchasing options, and audience initiatives focused on filling seats and reaching a varied demographic. Perhaps most pressing is the struggle to maintain working capital. Theatre Facts 2006 reported that of the 190 Profiled Theatres that participated in the survey, 64% experienced negative working capital. Theatres consistently struggle with the challenge of maintaining a steady income while producing first rate art and decreasing our dependence on a once a year season announcement, an annual gala and an annual appeal.

What if a theatre were to throw out the traditional season-based subscription model and transition to an advance, multiple ticket sales model by introducing productions on a rolling basis. Perhaps, three times a year, the theatre rolls out the next eight months of programming, offering the opportunity to purchase multiple tickets to be used in any number at any of the listed events. While the theatre may still offer the traditional keep your seat/pick your day subscription model, it will no longer be the primary sales focus. The intention is to shift the focus from seasonal programming to ongoing programming, giving the theatre multiple marketing opportunities and creating a more consistent cash flow. This model may provide audiences more choices and flexibility with how and when they choose to use their tickets. The theatre would have greater flexibility in terms of ticket pricing and artistic programming.

I was inspired by the 2007 TCG Fall Forum to think about making radical changes to our business model – which is where this grant idea was formed. At the forum, business leaders proposed that innovation and the need for major change were necessary in order for theatres to survive in a shifting consumer market. People were working on this.

Some theatres attempted to address these issues by introducing a "Flex Pass" to the subscription model, allowing patrons to choose from any number of shows in our season with a variety of pricing options. Other theatres have offered flat rate performances, student rush passes and vouchers redeemable for any production within a given season. Talk back's, pre and post show social gatherings, and other social events have been introduced to enhance programming and to draw more patrons to our nation's theatres. I believe that these tactics were acting as "band aids" to the larger problem of an antiquated system, and began to strategize a whole new way of looking at sales and programming.

This could yield an exciting opportunity for Artistic Directors by not being limited to the traditional season model. Being released from the confines of securing an entire season at one time, the artistic staff will be given more options, planning can be multi-dimensional – a programming arc of four months can than become larger affecting the next four months, and then the next, rippling out to present a more powerful and fluid vision. An Artistic Director could find freedom to focus not only on our mainstage productions, but also on our ancillary programming that enhance the themes of the theatre's productions. In addition, the artistic staff will be able to capitalize on last minute changes that occur in programmatic and talent availability, as well as having the opportunity to adjust programming to address changes in our larger social landscape; remaining current and vital.

Marketing will be key in communicating the new model to patrons. Finance will face some adjustment to our accounting practices, including changes in pricing models, marketing budget and economic projections.

The desired outcome is to increase the sale of multiple advance tickets. By being in constant dialogue with its audience, a theatre will change the audience's expectations and inspire them and give them more opportunities to purchase multiple tickets in advance. A new ticketing model could give a theatre more flexibility with pricing models, and more fluid artistic programming.

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Monday, March 30, 2009

Moments to remember

I have been asked a lot recently about why I work in theatre…here are just a few examples why…

Each time I walk into a theatre I haven't entered before, whether for work or simple pleasure, I am awed by the sacred space in which artists do their work. No matter how small, how large, or how odd a space is, the magic that is created within it engulfs me in feelings and sensations. It is equally exciting to walk into a space that has been utterly transformed for a specific production --space that has been transformed to support a vision and convey a message.

Above all else I cherish the first moments I walked through the doors of theatres I have worked for, lived in. I remember vividly the first things I saw, the smells, the people who were there, and my stomach fluttering with excitement - whether it was MCC, Union Square, Vineyard, Signature, WCP, or the three academic institutions that shaped my love of the world of theatre. I hold those first moments in the deepest part of my heart and soul.

The show that had the most significant impact on my life professionally and personally was the original Off-Broadway production of Wit. I remember lying on the floor of my New York sublet reading the script and knowing it was something special. Of course the script has some flaws – there are no perfect scripts -- but I knew just from the first reading that it would reach into audience members' hearts and remind them to connect to the people in their lives with love and respect. The company of artists on the show became a true family – theatre people often say that but in truth, it's a very rare occurrence. I remember the break-through moment that took the show from good to great – when the set designer eliminated the rolling walls from the set and added the curtains on tracks. That simple but profound decision visually and psychologically opened the staging in a way that tied together all the elements -- the writing, directing and acting -- and fully served the arc of the piece. It was a wonder to behold.

Kathleen Chalfant led the company with grace and taught me that kindness, equity, respect and dignity were the most important tools a person could possess. It was my first show to transfer to a commercial run. I worked with all three New York companies, even after I had left MCC. I was so proud when I was introduced to Judith Light and she told me how glad she was to finally meet me because the entire company kept telling her I was the one who knew the show best and held it together. I fell in love with my husband on the show and was honored that Kathleen did a reading at our wedding and most of the members of the three companies were there to see us married, years after the show and tours had closed. Most of all I love that Maggie Edson told the story she wanted to tell, said goodbye to a dear friend after helping him achieve a directing legacy, and went back to teaching kindergarten.

At the Vineyard, I recall reading the treatment for Fully Committed and knowing it would either be brilliant or a disaster. Thank goodness it ended up the former. For weeks on end Mark Setlock (the actor playing tens of roles) and Becky Mode (the playwright) would run from the rehearsal room to our administrative offices and gather us quickly so they could run an idea by us to see if it was funny. It was a period of great spontaneity, collaboration, and fun. It was wonderful to watch the audiences each night laughing at the rudeness or foolishness of the play's restaurants' customers some of them unaware they had acted in the exact same manner towards the box office when purchasing or picking up their tickets. Our box office even wrote their own version of the show which was performed for Becky and Mark after the closing performance.

I am grateful that I got to hear Anika Noni Rose, Mandy Gonzalez, Ronell Bey, and Judy Kuhn sing the songs of Laura Nyro in Eli's Coming every night (except Mondays) for ten weeks. I hadn't even heard of Laura Nyro when we started creating the show, and although the storyline never pulled together, the music and performances were among the best I have ever witnessed. It was on this show that the true art of orchestration and arrangement was taught to me.

I was at the Vineyard on September 11, 2001. I couldn't get into the City from Brooklyn and watched it all from my roof just across the river. Our crew had gone in at 8 am that day and the master carpenter's wife worked in the North Tower –so everyone worked together to find her (thankfully we did). I remember Doug Wright who had written and directed the show that was in rehearsals at that time was also stuck in Brooklyn and we spent most of the day on the phone. We were talking when the Pentagon was hit, and I can still here Doug saying, "Jodi the world will never be the same, what is happening?" We were back in rehearsals two days later, bound together forever by the experience of walking through Union Square each day looking at the posters of those missing and the vigils. I think we all survived that week by being in the theatre working on a show.

I am one of the fortunate people in this world to have lived on Avenue Q. I learned all the ups and downs of enhancement deals on the production – if it could happen it certainly did on the original off-Broadway production. We went through six full set design versions before finding the right one for the show. We had to learn an entire art – puppet making and maintenance. We had an actor fall off stage and have to perform all of previews from a wheel-chair on the side of the house. But the entire time we laughed until we cried. I had fractured my ribs right before the tech of the show. During the tech rehearsal for the love scene between Princeton and Kate Monster, I actually laughed so hard that I re-fractured a rib. I spent the rest of the week and previews watching the show with pillows stuffed around me in my chair.

Simultaneously, with Avenue Q, I began work at Signature – working 60 hour weeks covering both jobs for 30 hours each. It was glorious. Downtown, I had the kids on Avenue Q and uptown, the talented cast of Lanford Wilson's Fifth of July. When it opened I was general manager for both the biggest hit musical in town and the hottest play revival.

At Signature there are almost too many profound, life-changing moments to list: my first conversation with Arthur Miller (very relaxed and inspiring), my first conversation with Edward Albee (very awkward and unnerving), watching Bill Irwin endlessly disappear into that trunk, and on and on.

I do have to talk about the luminous production of Horton Foote's Trip to Bountiful. The only other cast that was a family to me and still truly is to this day. I am not sure why but of all the playwrights I have ever met and worked with, I connected most powerfully with Horton . Perhaps as a fellow Texan, his words spoke to me in a special way, or perhaps it is simply that he was a true gentleman of the theatre. I am blessed to have known him, and his wonderful words will live with me forever.

There are so many more shows or moments that I could go on and on about good or bad but all cherished – like the night at the Vineyard when the grocery store above the space decided to defrost their meat freezer and the drain poured meat "by-product" that had been in the drain onto the stage and the actors. The night that a prop gun didn't go off and an actor jumped up and down on stage screaming bang, bang, bang until the other actor picked up the cue. Each standing ovation is its own memory – the ones that were earned and not obligatory as they so often are on Broadway. Or the endless times I sat watching the audience, seeing them lean in as if they could feel the moment even more if they were just a bit closer to the stage. Or the artists who proud of their performances or filled with joy of seeing their work on stage lit up a room with their smiles. And those are just the shows I worked on.

Not included are the wonderful events, galas, readings, and education programs that I carry with me. Angela Lansbury singing "Nothing's going to harm you," or David Hyde Pierce singing a John Kander song that had never been heard before by anyone as John had written it for a lost love . Kevin Bacon bringing down the house while honoring Susan Sarandon and Tim Robbins. And there was the magical moment when Harper Lee toasted Horton Foote on his 90th Birthday (and told me to call her Nell).

And all of this still doesn't include the shows I have seen but not worked on. Those unforgettable moments that are burned into your memory– the frying pan in Beauty Queen of Lenane or the grabber in Well. Or the emotions that well up when I think of a show I have seen, for instance, the sheer anger of Stuff Happens or the pure awe of anything done by Cirque du Soleil. Or the opportunity to see some of the great talents of our time on stage – Paul Newman in Our Town or Meryl Streep in Mother Courage. Or the joy one finds in discovering a new talent – Tom Sadowski in Reasons to be Pretty. The shows that were embarrassingly fun – Mamma Mia and Jersey Boys. Or the shows that hit you so hard in the gut that you can still feel the pain of watching them – Grey Zone or The Baltimore Waltz.

I could write forever on how much I love, crave and belong working in a theatre, watching theatre, and producing theatre. It is in a theatre that I come as alive as the actors and audience. I love the interactions with actors, crews, playwrights, directors, and the staffs who work far more hours than they can ever be financially compensated for. I could write another six pages about the moments where I saw an education program impact and change someone's life in an instant. I could certainly write a book about how the theatre has changed mine.

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Saturday, March 28, 2009

Theatre and its Community

I was recently asked what a theatre's responsibility to its community was...here is an excerpt of my response:

Every theatre has the responsibility to create a world where individuals can come together for a shared experience where stories are told, ideas are explored, and conversations are inspired.

The written word has long been an important outlet for the creative exploration of the human emotional and social experience. Theatre—like no other medium—has the unique ability to create a dialogue between writer and audience that also bridges the gap between the individual and shared group experience.

Theatre evolved as a social convention to teach people morals and; spur people to action through learning from the action on stage. Throughout the decades it has served as as a way to “communally experience" a situation-- family drama, war, disease, loss, or triumph -- providing an opportunity for connection or catharsis.

Although the physical structure in which theatre occurs is important what is most critical is the feeling -- the atmosphere -- that the building exudes. I believe all theatres should emulate the comfort and welcome of a living room or an old fashioned drawing room – an intimate space where friends gather for good conversation or a lively debate.

A theatre organization should strive to do the following in its own community:
  • Identify and explore relevant social issues happening at a global, national and local level.
  • Provide a safe forum for discussion and learning for people of all ages.
  • Make the theatrical experience as accessible to as many people possible through price, location, customer service, and other forms of outreach and support that remove barriers to attending.
  • Inspire audience members and participants to take action towards changing the world.

It should be noted that leading a theatre means that you must also accept certain community responsibilities. You must personally get to know your local community and be an active participant in that community. You are taking the position of an educator –the most influential person in any community. Being an educator means that you can inspire minds, both young and old, to seek their personal best and demand the community be at its best. You must accept the mission to make sure that there is a future audience, a future generation of artists, and future funders. You must help create experiences similar to the one that sparked the fire of passion inside you, that led you to pursue a life in the theatre.

You also have the responsibility to bring the national and global community to your home and to explore how the broader issues relate to us and why they are so important. Remaining relevant and current is the key to artistry. Theatre cannot be meaningful if it doesn't grow organically from your community (local) needs and yet rise to meet the national and global challenges facing us all. It cannot be forced, it must be studied, learned and lived.

What should we ask theatre artists to do for our community?
  • Create a world on stage where the artists often teeter on the brink of destruction or utter happiness and we, as the audience experience living on the edge through them, without having to actually do so to understand it and learn from it.
  • Bare their souls in telling a story
  • State the unthinkable.
  • Do the unforgivable.
  • Act in weakness.
  • Be trapped in fear and do nothing.
  • Inspire us to speak or be safe in silence.
  • State what must be said.
  • Act heroically. Take risks.
  • Make us laugh. Make us cry. Make us do both at the same time.
  • Teach us about our neighbors, people of distant lands, people from the past, and people from the future.
  • Force us to lean forward in our seats, hold our breath, and wait for the next word, moment or action.
  • Make us feel alive.

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Friday, March 13, 2009

To Kill a Mockingbird - Hartford Stage

"Stand up, Miss Jean Louise, your father is passing."

From the moment Charles Turner as Rev. Sykes said the words on stage tonight, tears were in my eyes and more often than not rolling down my cheeks.

Tonight I saw beautiful, relevant theater. Theater that told a story. Theater that reminded me in desperate times, desperate people can do horrible things. Many innocent people can be hurt along the way, and people who are affected by the actions of those desperate people - the survivors - will never be the same.

To see this story played out less than two months after the historical inauguration of the first African American president was a sign of how far we have come. To see this story played out in horrible economic times when people are becoming so desperate and angry; in a period of social peril where people are looking for who to blame and someone to take their anger out on; and in a time when people are still fighting for equality and respect in the eyes society and in the eyes of the court - that is a reminder of how far we have to go.

A good story told well is mighty powerful.

Tonight, for the first time in a long time, I watched a show alone - despite the sold out house, from that moment in the second act when that line was uttered it was just me and those actors on the stage.

Ironically with all the talk of adaptions in the last post, when the line was said the same exact moment in the movie of To Kill a Mockingbird popped into my head and my mind laid the image over the stage like a transparency. As Mathew Modine crossed the stage, he and Gregory Peck melded in my mind and I was brought back to the play and stage in front of me. And the power of great theatre reached into my heart and touched my soul.

Thank you to everyone involved in the production. I can not think of a better way to honor Horton Foote than with the dedication of this fine show to him.

I urge you to go see this wonderful show. That is if there are any tickets left - go to Hartford Stage.

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Thursday, March 12, 2009

The "masses" and why they aren't coming to shows?

First a quick thanks to the Clyde Fitch Report and Leonard Jacobs for the shout out on his site.

But back to the blogosphere debates....


Then there are the cross-over debates that folks from non-profit and for-profit theatre are having. These are issues that have more or less plagued theatre for a long time:
  1. Should we just give the "masses" what they want and make some money or do great art and hope the masses notice?
  2. Are the so called "masses" pop culture obsessed, short-attention-span idiots or are we under-estimating them - in other words - do we know what the masses want?
  3. Those darn critics have too much power.
  4. How the hell do we get people to come see shows?
Okay - Ken Davenport (super smart guy I met at off-Broadway Brain-stormers Committee that two years ago) has been getting a ton of flack via twitter, facebook and his blog Producers Perspective regarding screen to stage adaptions. This is just a specific point to number 1 above.

The answer to number 1 is simple - DO GOOD WORK and in most cases the "masses" notice. There are great original musicals (Avenue Q, In the Heights, Spelling Bee, and those are only the recent ones) and there are great musicals that come from other sources whether they be books (Wicked, Les Miz); artists body of work (Mamma Mia); plays (Spring Awakening) or films (Hairspray). The same can be said for straight plays - there are several great plays based on books and other sources - too many to list (but I am seeing To Kill a Mockingbird tonight at Hartford Stage)! And guess what for every successful original work there are a bunch that are not successful or need work and the same goes for adaptions. It is not about where the work comes from but how good it is. Although the examples above are from Broadway, this applies to off-Broadway and regional theater too.

It is also vital to match the space, location, and community to the work not an individual's ego. Not all art is meant to be seen by everyone. We have all seen a good show die in a space that was too big or worse a show so great it eclipses the space it is in but can't get into bigger real estate (Wit, anyone? Yes, I still think it should have gone to Broadway). Take Signature Theatre Company for example - they have produced some of the most innovative work (Bill Irwin season) and best revivals (Fifth of July, Seven Guitars, Trip to Bountiful). None of these moved on the larger venues, but they are remembered, discussed and landmark productions. Certainly some shows make more sense in urban locations or in a community with a specific population. Any theater person can tick off a long list of ego-based projects that ended up on Broadway when they had no business being done there or were done in a community that the show didn't relate to at all because someone's ego needed to be fed by doing the show - and the majority of these shows were failures because they didn't connect with the space, location or community.

As for number 2 - those so called "masses" who are supposedly pop culture obsessed, short-attention-span idiots? It doesn't matter if we are underestimating them or not, because the fact is there are massive shifts happening in how people live their lives; what experiences they search for and how they access those experiences, and THE THEATER IS BEHIND. We are quickly losing our relevancy and it is not the audiences' fault. We are quick to blame TV, movies, the Internet, anything but ourselves. Theatre must get with the times. We have to do what we do best - live on the edge, take on the difficult stuff, take the audiences there for the experience, find new ways for the audience to reach the experience, inspire the audience to think or take action, and WE HAVE TO MAKE IT RELEVANT. (see most of last summer's posts about nonprofit theatre).

Lots of theatres are making wonderful steps in this direction and producing great work (August Osage County, David Cromer's Our Town). Many theatres are creating partnership programs that explore the issues or ideas of a piece, and providing an in depth openness about the production process, etc. Theatres are finally building websites that have actual content and make it easy to buy a ticket! We need to double, triple those efforts.

Number 3, Oh the critics - are they too powerful? Considering the critics are being overtaken by bloggers and newspapers are being shuttered, I think we will soon be nostalgic for the time when the critics were so powerful and got the word out about shows. Sure, the critics often have the power to kill a show, but let's be really honest once and for all (and I am sure people will get mad at this but here goes) - aren't the critics right some/most of the time? I know they cost a lot of commercial/nonprofit producers to close shows prematurely or lose money, but frankly they have saved me a lot time that would have been spent sitting through mediocre or (sorry) bad shows. I would actually argue they are losing their power and the audiences are suffering for it. The fact that the wonderfully reviewed, amazing production of Horton Foote's Dividing the Estate closed after such a short run on Broadway is proof of the loss of power of the critics.

But the real question that everyone in the industry should be focusing on is number 4 - How the hell do we get people to come see shows? All of the above - great theater that is relevant - is a good start, but unfortunately it isn't enough. We have to make great theatre and find the answer to this question. We are entering the second generation of students who do not have the arts in the schools (despite valiant efforts by many organizations). Ticket prices make it difficult for people to afford attending a show. There is a lot of competition for peoples attention. We have a lot of work to do.



http://www.theproducersperspective.com/my_weblog/2009/03/in-defense-of-the-screen-to-stage-adaptation.html

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Monday, March 2, 2009

Time to Restructure?

I have been thinking a lot about restructuring. Not surprising since it seems to be happening everywhere.

On the personal side, Brian and I, like almost everyone I know, are restructuring our finances. Things we once thought essential - are just not important anymore. We have been talking a lot with our families about consolidating. For example, my mother and sister have homes about a mile apart. My mother more or less lives with my sister, seems logical to completely consolidate resources. Perhaps we go so far as to consolidate three households into one and a half. We are searching for other ways to consolidate with both of our families. Distance makes this somewhat difficult. It is also difficult to fight the feeling that we somehow failed, did something wrong, or are being punished. I think many of us feel s certain amount of guilt or shame about the effect the current economy has had on our personal lives.

However it made me think about something that has always been nagging at the back of my mind. Why can't nonprofits "consolidate" more often especially when it comes to infrastructure?

In 2001, my friend Roy Gabay (one of the great commercial theatre general managers) and I discussed me joining his team. The idea was that I would create a new branch of business - outside general management services for nonprofits. At the time we focused only on general management and could not find a solution to what we perceived was a tremendous competition between small off-broadway companies (for donors, ticket-buyers, human resources, and scripts). We felt the competitive nature would prevent the organizations from sharing a key position such as a general manager.

I have rehashing that idea in my mind for a while now. I don't think the real issue was the competition, but that pride and ego were a large part of the equation, as were perceptions of what defined success and on the practical side - the fact that we were narrowing the services to General Management. And even though a general manager oversees budgets, marketing etc - each theatre still would need a significant number of staff members.

What if several theatres share one institutional infrastructure and only the only position that varies (if indeed it did and most likely wouldn't have to) was that of Artistic Director? Or if theatres regularly shared spaces? Or came together for more than co-productions, advocacy or the occasional marketing project - but for fundraising, true artist development and outright survival.

Let's take a few examples of how it might work before we rip it apart with reasons why it wouldn't.

Take Arizona Theatre Company. They have two spaces one in Phoenix and one in Tucson. But they have one core infrastructure. Would this consolidation work with other theater in other states? If they were about the same size and were diverse enough geographically or in mission - it could create some amazing opportunities.

First and foremost, it would allow for better staff compensation and perhaps raise the bar on staff qualifications. Rather than having two or three understaffed Marketing and Development departments - the combined resources would allow for the creation of a unified, complete workforce. And frankly would attract a more talented staff. In the last week three theatres have trended in the opposite direction - cutting leadership staff and just spreading the work around. Isn't a shared qualified staff at least worth exploring?

It would be significantly better for the environment. In general, theatre is a tremendously wasteful art form. Although we have made great strides in recent years, we still throw thousands of dollars of lumber, steel, and goodness knows what else into landfills nationwide.

It certainly could strengthen the bonds between geographic or cultural communities. And the networks and impact of the organizations involved.

And perhaps most importantly (saved the best for last), it could mean a lot more money for productions and education programs.

Sure there are a lot of thing that would have to be sorted out - but isn't is a possible solution for some that is better than closing the doors forever.

And frankly, we are already half way there with all of the "co-pros" currently on the boards.

I am not suggesting this as something everyone could make work, but I can think of a lot of combinations that might make sense and create a tremendous amount of new opportunities.

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