Category Archives: Strategy

Engaging Places is Expanding its Vision

GWU-or-SHA.jpgThis year has been incredibly busy for me, so much so that I’ve been unable to share many of the ideas that I’ve discovered in my travels to historic sites across America through this blog. Along with my active consulting practice, I’ve recently agreed to become the director of Developing History Leaders @SHA and an assistant professor in the Museum Studies Program at George Washington University (GWU).  Both positions were announced at the same time at the beginning of the year and because they were both attractive opportunities, I applied for both, thinking it was like submitting an application to IMLS and NEH and assuming only one or none would be funded.  I hit the jackpot when both came my way and I’m thrilled about the opportunities.  I’m already at work with SHA in November and teaching at GWU starting in January 2018.

As my friends and colleagues learn about this big change in my career, Continue reading

How to Evaluate the Visitor Experience with Journey Maps

A journey map can show you the strengths and weaknesses of the whole visitor experience at a glance.

A journey map can show you the strengths and weaknesses of the whole visitor experience at a glance.

When people visit historic sites, they not only take a tour but they probably explore your Web site, buy tickets for the tour, shop in your store, and use the restroom. While the tour might be outstanding, the entire experience can be spoiled if the visitor couldn’t find a parking spot, got soaked in a thunderstorm, was frustrated by a broken credit card machine, or encountered a dirty restroom. For most people, a visit to an historic site isn’t just about the tour, but the whole experience from beginning to end. If one element goes awry, the entire visit can go bad—even if you had absolutely no control over it (like the weather).

To improve visitor satisfaction and increase attendance and impact, historic sites are now examining the entire visitor experience to be sure every part functions well and works seamlessly from beginning to end. One of the best ways to analyze and improve the experience is through a “journey map,” a diagram that lays out every step in the visitor experience from home to historic site to back home. It can help organize planning and evaluation; simplify understanding of complex processes; and easily show how different parts of the organization contribute to an excellent visitor experience. For the past two decades, hotels, airlines, and other customer-oriented businesses use this technique to generate higher satisfaction rates and build stronger relationships for increased profitability. Only recently have non-profit organizations adopted mapping as a method for analysis and planning.

mentioned journey mapping previously but because there continues to be so much interest in the topic, I’ve Continue reading

Google’s New Data Gallery Suggests Directions for Historic Sites

Screen Shot 2016-07-15 at 10.16.58 AMGoogle has regularly shared findings from studies conducted from various sources (including its own analytics from searches and YouTube) in Think with Google, which I receive as an email a couple times each month as a subscription.  They’ve now gathered those studies together in a new Data Gallery which, of course, can be searched by topic.  There’s nothing for “museums,” “historic sites,” or “tourism,” but there is lots for “travel & hospitality.”  You can also narrow your search by industry (e.g., “travel & hospitality”), by platform (e.g., mobile, video), by themes (e.g., consumer trends, Millennials, U.S.).

A quick browse through the “travel & hospitality” shows the growing importance of video.  For example, their research shows that two out of three U. S. consumers watch online travel videos when they’re thinking about taking a trip and nearly 90 percent of YouTube travel searches focus on destinations, attractions/points of interest or general travel ideas.  This suggests that historic sites and house museums need to Continue reading

Challenges Facing Historic House Museums: A Report from the Field

AASLH Historic House Management Workshop at Brucemore in 2016.

AASLH Historic House Management Workshop at Brucemore in 2016.

At the annual AASLH workshop on historic house museum management, we always start by asking participants about the biggest or most important challenge they are facing at their historic site.  For the participants, the exercise allows them to get to know each other beyond a name by recognizing the issues they may have in common.  As the instructors, It’s an opportunity for George McDaniel and me to ensure we address their concerns.  For AASLH, it’s a way of keeping a finger on the pulse on what’s happening in the field.  At the end of the workshop, we review the list and provide some time for participants to develop a plan to address their issue.  As a reminder, they also fill out self-addressed postcards with a message to themselves, which I’ll mail to them in six months.

So that you can keep your finger on the pulse of the field, here’s the list of issues and challenges from the Cedar Rapids workshop at Brucemore, which included participants from Iowa, Minnesota, Nebraska, and Illinois: Continue reading

Video: Non-Profit? Most Museum Visitors Don’t Know

In this 1:51 video, Colleen Dilenschneider of Know Your Own Bone explains that nearly 60 percent of Americans don’t know that history museums operate as non-profit organizations.  It doesn’t get much better for those who visit history museums—53 percent are unaware.  That may be alarming because we often distinguish ourselves by our non-profit status.  Dilenschneider, on the other hand, suggests reframing the issue:

Our key differentiator is not our tax status, but that our dedication to making a difference is embedded in the very structure of how we operate. There’s a thought that we need to run “more like for-profit companies” (and in some ways we do, but the blanket directive is an ignorant miss). But look around. For-profit companies are actually trying to be more like us in the sense that they want audiences to know that they stand for something that makes the world a better place.

The video is a quick overview but you’ll find more details in “Nonprofit Recognition: What Matters More to Visitors Than Your Tax Status“.

Data source: National Awareness, Attitudes and Usage Study, a partnership project of IMPACTS Research and the Monterey Bay Aquarium.

Reinventing Historic Houses in National Parks

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Earlier this week I led a workshop on reinventing historic house museums at two great National Parks—Marsh-Billings-Rockefeller in Vermont and Saint-Gaudens in New Hampshire—with Ken Turino of Historic New England. The National Park Service and the American Association for State and Local History co-sponsored this workshop to help their staff rethink the tours of the historic houses at these two sites, especially for visitors under 35 years of age. Using such tools as the Five Forces and a Double-Bottom Line Matrix along with a smorgasbord of ideas from other sites, we explored possible processes and projects that could improve and enhance their tours.  Our goal wasn’t to provide solutions but to raise many useful questions, including: Continue reading

Creating a 21st Century House Museum in San Francisco

Haas-Lilienthal House, San Francisco.

Haas-Lilienthal House, San Francisco. Courtesy of San Francisco Heritage.

Over the past two years, I’ve been working with San Francisco Heritage to explore how the Haas-Lilienthal House, the 1887 Queen Anne house it owns and operates in the Pacific Heights neighborhood, can engage the public and advance its citywide mission in ways that are both environmentally and financially sustainable.

Just as the Haas-Lilienthal House was rocked by a tremendous earthquake in 1906, so are historic sites today, although in a different manner. The economic downturn that began in 2008 threatens many preservation organizations, house museums, and historic sites, even those that have large endowments and attendance. But the change is bigger than the latest economic recession. Surveys over the past thirty years by the National Endowment for the Arts show that visitation rates at historic sites have fallen from 37 percent in 1982 to 25 percent in 2008, and that rate of decline has only accelerated in the last decade. The Haas-Lilienthal House is experiencing a long and steady decline in attendance—it’s fallen by more than 50 percent over the past thirty years. Historic sites not alone, however: concerts, dance performances, craft fairs, and sporting events have all seen similar declines in attendance.

As a result, many historic preservation organizations around the country are questioning the value of owning historic property. Guided tours and public programs do not generate sufficient revenue to properly maintain historic sites, so unloading them seems to be the only solution. But there are also significant disadvantages.

When a preservation organization owns an historic building, it instantly conveys credibility. (Would you trust a surgeon who has never held a scalpel?) Secondly, by owning and caring for an historic property, Continue reading

A Process for Rethinking the Historic House Museum

Mission-Sustainability Matrix Next week I’ll be at the Margaret Mitchell House in Atlanta, Georgia leading a workshop with Ken Turino of Historic New England on the rethinking the historic house museum.  We’re not the only ones who are working on this topic, indeed, Michelle Zupan at Hickory Hill  assembled a five-page bibliography of books, articles, and dissertations for the workshop, so long that I’m hesitant to distribute it because it could be discouraging (“what? I have to know all this to rethink my historic house?”).

And if we want to go beyond historic house museums, the list would be even longer. Businesses have been “rethinking” for decades in order to grow in size or increase their profits.  They have the resources to study this topic rigorously and there is a lot we can borrow for our field (and much that doesn’t apply and can Continue reading

Is Historic Preservation Ready to Preserve Culture as well as Architecture?

Sustaining San Francisco's Living History by San Francisco Heritage

Sustaining San Francisco’s Living History by San Francisco Heritage

The fundamental boundaries of historic preservation have been significantly expanded by San Francisco Heritage, one of the country’s leading historic preservation organizations. In Sustaining San Francisco’s Living History: Strategies for Conserving Cultural Heritage Assets, they state that, “Despite their effectiveness in conserving architectural resources, traditional historic preservation protections are often ill-suited to address the challenges facing cultural heritage assets. . . Historic designation is not always feasible or appropriate, nor does it protect against rent increases, evictions, challenges with leadership succession, and other factors that threaten longtime institutions.”   In an effort to conserve San Francisco’s non-architectural heritage, historic preservation must consider “both tangible and intangible [elements] that help define the beliefs, customs, and practices of a particular community.” Did you notice the expanded definition?  Here it is again:  “Tangible elements may include a community’s land, buildings, public spaces, or artwork [the traditional domain of historic preservation], while intangible elements may include organizations and institutions, businesses, cultural activities and events, and even people [the unexplored territory].”

With many historic preservation organizations, it’s all about the architecture so protecting landscapes, public spaces, and artwork is already a stretch.  They’re often not aware that Continue reading