@MarDixon Passionate about culture internationally. Run remixing events, workshops, create solutions, and an international speaker. Over sharer and Mom who loses arguments to a teen. Projects created: @CultureThemes @lovetheatreday @AskaCurator @MuseumSelfieDay @TeensInMuseums @52museums
  • scissors
    December 30th, 2015mardixonCulture, International, Tech

    trend_cventI was desperately trying to avoid the cliché of an end of the year post but more discussions and articles, such as this one from Wired has prompted me to ask on several social media channels (and as I write this, I’m watching yet another tv program on buying habits from 2015):

    Tis the season – let’s talk ‪#‎MuseumTrends.

    For me:

    • Better tech (see retail)
    • Seamless engagement 
    • Academia to emotive storytelling
    • More collaboration and sharing of collections (online/offline)
    • [Edit to add] Citizen Museums – with so many closures, will the general public start taking ownership of collections?

    You?

    Screen Shot 2015-12-30 at 20.39.43Before I get into the responses it’s important for those that don’t know that I often speak about paying attention to trends in my talks at conferences. The museum sector might pay attention to tech but are ignoring rich resources like retail and publishing who also deal with ‘general’ public/audience. The reason I’m adding this is because while I’m doing this at the end of the year, it’s something we should pay attention to year round.  ‘

    What we’re *not* buying is just as important as what we are buying.’ – John Lewis Buyer.  

    The tv program I’m watching right now has mentioned the shift of traditional marketing and PR and how quickly it is changing. For example, one product that was featured on a top TV morning program received minimal sales increase but one tweet from a known celebrity meant sales went through the roof. This also shows the importance of social media as a trend we need to keep talking about and not assume everyone knows how to use it properly…

    I’d also like to preference that I feel some took the question of ‘trends’ to mean ‘what I personally want’ but that’s ok! It’s something we can all explore.

    Read the rest of this entry »

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  • scissors
    November 29th, 2014mardixonCulture

    happy-or-notToday I survived shopping (it’s ‘Brown Saturday’ if that is actually a name). I’m always interested in seeing how retail and other sectors deal with customers/visitors/audience. Also asking: Why do people visit one place and not another? What makes the visit enjoyable/horrible? What can museums learn from retail/other sectors?

    In one store, I noticed they had a customer service stand by the exit.  This one grabbed my attention mainly because the only other place I seen this type of stand has been at Heathrow airport.  On the stand are several variants of faces, from happy to sad and to facilitate the meaning of each, they are color coded (green happy, red mad/sad).

    As I hid away near the exit willing my family to hurry up, I noticed that some people walked right by it with no attention to it at all, others just smacked their hand in an almost random motion while others used it to express ‘How their service was today’.

    One family in particular was having a complex day with the toddler being extremely active, mom getting tired of running after the child and dad getting frustrated with his wait in the queue.  When they left, the dad hit RED aggressively at least 3 times. I then noticed the manager walk up and have a word.

    No, I didn’t listen in …. but I did have a word with the manager after as I noticed how the tense and clearly fed up family actually left with a smile after the 2 minute conversation.

    Was the stand manned or was it pot luck seeing them?
    Manager: Just happened to see it, mainly because he was so forceful with the red button!

    What made you install this feedback?
    We’re always looking to get feedback from our customers but it’s not always possible. This is a non-intrusive way.

    How is it working out?
    We’re running in the low 90%’s give or take. We haven’t had it long but are happy with the response.

    Does it matter that you don’t know why they choose good or bad? Or if it’s a child hitting it?
    Not at all – this is a guesstimate/gauge, not hard numbers. We can look internally and learn lessons.  For example, we know some days will me more negative if we’re out of stock on some items.

    I liked the way you spoke to the customers, any chance of having this manned in a non-creepy stalking way?
    We would love to but that family were complaining because we don’t have enough staff on the floor or on the tills. Not for lack of trying!

    So over all, do you feel this is a good system to get passive feedback?
    Absolutely.

    I wonder if a similar system was put in place at exits to culture ventures what type of feedback they’d received. It’s certainly easier to respond to then filling out a form, and less intimidating but it lacks depth.

    What are your thoughts?

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