It sounds dramatic, but it’s true: Many organizations still apply “best practices” for short-term wins that data suggest leave them far, far worse off in terms of achieving their long-term goals.
As I’ve recently reported, If I weren’t providing market insight and analysis for museums and nonprofits for a living, I’d want to be a host of the show “Mythbusters.” It occurs to me, however, that in my own profession, I already get to do a whole lot of myth-busting. And I’ve written a whole bunch of myth-busting posts to boot!
Here’s a myth-busting round-up of my three, favorite situations in which executives and board members most frequently (and cheerfully) celebrate their own decline. Dramatic? I’m channeling my fit-for-TV alter ego.
The hope that visitors to special exhibits will become your regular museum-goers is often where this myth begins (It’s just not true) – but it runs far deeper. Blockbusters are anomalies – NOT a sustainable business plan. Museums that frequently feature these kinds of exhibits find themselves engaged in “death by curation” – a vicious cycle of having to host progressively bigger and more expensive exhibits in order to maintain their level of visitation over time as visitors create connections with transient highlights rather than the museum’s permanent collections. (In my line of work, dependency upon special exhibits is also fittingly called “blockbuster suicide.”)
At best, these special exhibits support an unsustainable, short-term increase in attendance that often leaves executives patting themselves on the back. Next year, when that same executive must pay double for another special exhibit that yields only a portion of the hopeful attendance boon, the executive will usually blame the exhibit instead of considering the short-sightedness of the business strategy.
Offering discounts or giving away your admission for free is generally a bad idea – and it’s an extremely bad idea to do this on social media. Like “death by curation,” offering discounts (even once) via social media channels creates a cycle that is detrimental to your organization’s strategic goals. Specifically, it creates four, huge problems: 1. Once offered and promulgated by your organization, your community comes to expect more discounts. 2. (And perhaps most importantly) your community will wait for discounts. Once so trained by an organization to respond to discounts, the data compellingly indicate that potential visitors will actually defer a full-price visit and, instead, watch your social accounts for a chance to come for less money. 3. The steeper the discount, the less likely the visitor is to come back again. (This is symptomatic of having perceptually devalued your experience to the point that it loses all its hard-earned premium connotations. In other words, discounts frequently succeed in doing little more than “cheapening” your reputational equities.) 4. Discounts rarely capture new audiences. Instead, they allow folks who would have otherwise paid full-price (that’s moola for your mission!) to come for less money.
There are just so many myths here. Here’s some bustin’: Your number of followers on social media channels doesn’t matter because not all social media users are of equal value to your organization. Thus, smart organizations know better than to rely too heavily on vanity metrics because they are not key performance indicators, but, instead, diagnostic metrics. Website metrics are not immune to these myths as well. For instance, your organization may reasonably aim to get eyes on its website or feet in the door (if you’re a museum). Increasingly, organizations cannot do both.
There are loads of busted myths all over Know Your Own Bone – but these three are my very favorite. I think that is because they are extremely prevalent and seem to be deeply engrained in the way that many executives view success.
Runners-up include the fact that what people see at the museum is less important than who they are with, and entertainment is more important to visitor satisfaction and long-term solvency than education. For nonprofits looking to hire social media positions, here are some counter-intuitive tips: don’t hire for Klout score and absolutely skip someone with long-term, formal schooling in social media…and scratch that “professional writing experience” requirement. Someone too focused on this may not be your best bet for an accessible tone on social media.
In fact, Know Your Own Bone may be an entire blog about data-informed nonprofit and museum myth-busting and future-proofing. Hmmm…I like that. It makes me feel a bit like a superhero defending the honor of visitor serving organizations! Now, back to the action-packed task of dominating PowerPoint slides for this week’s Meetings of Myth Devastation! (Wait…Not cool? Did I lose you? Oh well…It was fun while it lasted.)
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About the author
MPA. Chief Market Engagement Officer at IMPACTS Research & Development. Nonprofit marketer, Generation Y museum, zoo & aquarium writer/speaker, web engagement geek, data nerd, marathoner, nomad, herbivore