When Audience Members Violate Your Organization’s Core Values

images

First, a thank you to everyone who responded to last week’s post. Leadership Matters doesn’t receive a ton of comments so last week was a happy surprise. Many of you–especially Millennials and Gen-Xers– thought your point of view was missing, and sent examples. Clearly there’s more to say on generational collaboration and conflict in the workplace. We’re working on it, but if you’re drawn to this subject, and you’d like to write a guest post, let us know. Our email is leadershipmatters1213@gmail.com.

********

While questions of intergenerational workplace collaboration continue to simmer, we’d like to talk about a different sort of leadership challenge. This came to our attention through Laurie Norton Moffat, director and CEO of the Norman Rockwell Museum in Stockbridge, MA. (Parenthetically, we should add something: Over the years we’ve ranted about how museum leaders need to read (and listen) widely–absorbing poetry, podcasts, science, philosophy, long-form journalism, novels, you name it—because it makes you more empathetic, broadens your perspective and helps you connect the dots in many unexpected ways. Moffat is that person. If what she posts on social media is a taste of what’s on her bedside table, screen and other devices, she’s an example to us all.)

This week Moffat posted an op-ed piece by Pamela Tatge, director of Jacob’s Pillow, Becket, MA. For those unfamiliar with “The Pillow” as it’s known locally, it is home to America’s longest running dance festival. Tatge’s piece details the interaction of a woman of color and members of the Pillow’s opening gala audience. Needless to say, it wasn’t good. The interactions were demeaning, objectifying, and horrifying. In fact, as Tatge reports, it’s a wonder the patron stayed for the whole event. What’s interesting here is Tatge’s reaction. First, let me say that everything I know about this incident is in her piece. There is nothing on the Pillow’s website, and only two dismaying follow-up letters in the Berkshire Eagle.

If a member of your audience insulted another visitor, how many of you would bare your organizational soul in the newspaper? The Pillow’s experience brings to mind the incident at Boston’s MFA in May where middle school students were subjected to racist comments by security guards and other visitors. In that case, reading between the lines, one of the most horrifying things was the sense that the museum might not have acknowledged what happened had the teacher not come forward on Facebook. In the end, the MFA revoked the visitors’ membership and banned them from the museum. In addition, it says it plans to provide additional training for guards in how they engage with visitors inside and outside the Museum.

One of the places organizations turn in crisis is their value statement. And while Jacob’s Pillow is curiously silent about Tatge’s piece on its own web site, it’s clear her actions were rooted in the Pillow’s Value Statement, which includes the following:

INCLUSION
We encourage a broadly diverse group of individuals to participate in our programs and join our Board and Staff, and insist on being inclusive of all peoples regardless of their race, ethnicity, gender, sexuality, socio-economic background, physical or mental ability.

LEADERSHIP
We listen carefully, take the time to reflect on our successes and challenges, admit when we do not know something, and are accountable for our actions; recognizing that a crucial part of our role is to mentor the next generation of artists, arts administrators, and production staff.

Of the many issues on your 2019 leadership plate does audience behavior keep you up at night? What can and should a museum leader do to forestall racist behavior or hate speech in its galleries or heritage site? Is Tatge’s transparency the way to go?

Not that we haven’t written about this before, but here are some things to think about when your audience attacks its own:

  • Use your value statement. Presumably you all–board, staff, volunteers–played a part in its creation, and live it day-to-day. Where else can your patrons read the values statement besides the web site? How often do board and staff talk about it? Is it clear to your visitors that your museum has a code of conduct?
  • Silence is death. Don’t fetishize silence. Not saying anything will land you in a world of trouble. It will also make a mockery of your carefully crafted values statement. If you believe in something, stand by it, but have a plan.
  • Think ahead. What steps should you take to ensure the right messaging in the event of controversy or crisis related to your organization and its values? Role play possible controversies to make sure your organization reacts as a team.
  • Show some humility. Even if you aren’t the cause of the hurt, the hate speech or the racist comments, you are the venue in which they happened. Own what’s yours. If you hosted a cocktail party at home and one of the guests insulted another, you’d apologize wouldn’t you?
  • Talk about these issues with your board. It’s easy to say what a museum or heritage site should do, but how (and when) does a board choose to discipline its audience, the very audience that is its lifeblood?
  • Does your museum have a clear and easy way for visitors to let staff know when something bad happens? Once you say what you stand for (see the first bullet point), you have to provide the opportunity to express how the experience measured up. Help your staff learn to listen and respond accordingly.

A decade ago the glittery object among museum thought leaders was the idea of museums as a third space. As a concept–the museum as neutral ground where people gather and interact–is laudable if slightly utopian. But if the last 10 years have taught us anything, it’s that saying you’re the third space won’t work with a community clamoring for you to take a stand, to believe in something, and when appropriate, to say something. Hopefully museum staff, boards and volunteers agree on their common values, but your audience? It’s the wild card, the known-unknown you must court, charm, and cultivate. And what happens when the audience values don’t align with institutional values? If a visitor related an experience like the one Pamela Tatge heard, what would you do?

Joan Baldwin

Image: The National Liberty Museum

Advertisements

Do Your Organization’s Mission, Values and Actions Align?

download

This is a be-careful-what-you-wish-for story. How many of you did your due diligence, meeting with your constituencies and creating or revising mission statements for your museum or heritage organization? And when written, and everyone–trustees, staff, community, and volunteers– participated, did you feel a frisson of happiness that you’d done the right thing? That momentary sense of getting your organization where it should be?

Now, how many of you read the story about the Wayfair protests this week? Maybe, like me, you only know Wayfair as a business that clogs your email, one that apparently  presumes you buy “home goods” as often as you buy groceries. But this week it made the news, and those of you who are leaders would do well to pay attention. In brief, Wayfair sold approximately $200,000-worth of beds to BCFS, a nonprofit, that supplies the Department of Health and Human Services’ border facilities for unaccompanied minors.

When Wayfair employees learned about the sale, they contacted management. Subsequently more than 500 employees signed a letter asking Wayfair to cease selling to BCFS and any other nonprofit doing business with border facilities. Wayfair leadership declined to stop the sale. In turn, hundreds of employees protested outside its Boston headquarters, garnering national news coverage. What was most interesting was hearing protesters repeat Wayfair’s mission statement, saying Wayfair should live up to the company promise that “everyone should live in a home they love.” One of the protesters added,“We don’t want to profit off of being complicit in human rights violations.”

If you’re eye-rolling here, think how this might translate to the sometimes staid world of museums and heritage organizations. Think it couldn’t happen to you? Remember last spring’s demonstrations at the Guggenheim, protesting donations from the Sackler family? Or the protest when MoMA honored a Bank of America CEO whose company funds private prisons, and the Decolonize This Place protests at the Whitney? You may say, well that’s New York where there is more money and more activism than in your community. Maybe true. But for all the head-down, thumb-tapping, addictive qualities of the Internet, it’s also hugely democratizing. Protests, disagreements and opinions ignite quickly. In an hour your organization can move from every-day complacency to under siege. To add to that, a recent study tells us that staff just aren’t as cowed as they used to be. Employees, particularly Millennials are 48-percent more likely to be workplace activists than either Gen-Xers or Boomers. They have opinions and they aren’t afraid to share them.

So how should you prepare and/or respond? Where are the chinks in the armor of your mission statement versus your organizational actions versus your board’s actions or your investment portfolio? Hint: the answer is not assuming it won’t happen. It might. And if you’re a leader, you need to prepare for praise and protest. Ask yourself:

  • What’s your mission and does everyone understand it? 
  • Does your staff keep abreast with news in your community? If you haven’t already, for goodness sake follow Colleen Dilenschneider and Susie Wilkening. Use their data and wisdom to help understand your community.
  • Do you know your supporters and what they believe in?
  • Think ahead. What steps might you take to ensure you have the right messaging in the event of controversy or crisis related to your organization and its mission? Role play possible controversies to make sure your organization will react as a team.
  • Has your board ever discussed whether there’s a line in the sand that would make it take a public stand?
  • How would your board react to your staff participating in a protest? Of their own? With another organization?
  • Is your organization able to react quickly?  There’s little time to gather your peeps to strategize. If a board member’s caught in a personal or corporate scandal, if a staff member has a DUI or your organization accepts a gift from someone whose politics are at either end of a political spectrum, are you ready? Who’s your point person?

Last, know your organization, and make sure everyone else from trustees to volunteers does too. Know why it matters. If the community loves you, understand why because the more you’re loved, the higher a community’s expectations, and the more you have to lose.

Joan Baldwin

Image: Members of Decolonize This Place and its supporters rally in the lobby of the Whitney Museum, Courtesy of Artsy.


“Fetishizing Silence” No More

Processed with VSCO with a6 preset

A confession: I don’t like Twitter. In fact, I find it visually distressing. I know that’s not the point, but as a result, I don’t tweet, and only check Twitter haphazardly. All that’s preamble to saying that this week I found the link for LaTanya Autry’s Social Justice & Museums Resource List on Twitter.  Yes, it’s been around and growing since 2015, so I guess that’s a lesson I should visit Twitter more often.

Now I’ve found it, a huge thank you to Autry who likely has a gazillion other things she could be doing rather than putting this list together. But there it is, a labor of love, and ours to read, absorb, use, amend, edit and add to. And by being open and editable by anyone, the list is a model for the change we all hope is on its way in museums and in the museum workplace.

Another and perhaps more important thought about Autry’s list is this: If you’re having a particularly bleak week or month–it is February after all–think about what this list means for the museum field. Try and imagine Autry, or anyone else for that matter, creating it a decade ago. I’m not saying it couldn’t have happened, but it didn’t. There wasn’t any appetite for it, and the field–except at the margins– was content being its benign, patriarchal, misogynist, racist self.  Even the list’s vocabulary highlights change. Take the verb “decolonize,” which by the way, wasn’t added to the Oxford English Dictionary‘s new word list until 2018. The earliest pieces on the list using “decolonize” date to 2016. And yet, today the word is everywhere.

None of that means there wasn’t good work being done 10 years ago or that there weren’t folks saying that the emperor had no clothes, but museums and heritage organizations weren’t the most woke job sector. Are we there yet? Good Lord, no. But have things changed? You betcha.

If Autry’s 47-page list isn’t enough, she’s also one of nine new interviewees for the revised edition of Leadership Matters due out this fall. That group of nine is a powerful band of humans with a lot to say. While we utilized the same criteria looking for new interviewees as we did for our original book in 2012–equity and variety in race, gender, geography–six years made a huge difference both in the what people were saying, the work they do, their willingness to merge personal and organizational values, and their belief that the days of a single, preeminent, white, binary narrative superseding all others is OVER.

Do I sound too Pollyanna-like? Maybe, particularly when you compare this post to last week’s. But if I do, it’s because I’m old enough to remember a time when discussion of any of these issues often resulted in a conversation that went something like, “You might want to think about what you just said. This is a small field and you don’t want to damage your chances of moving ahead.” Sean Kelly from Eastern State Penitentiary (ESP), and another of our nine interviewees, used the phrase “fetishizing silence” in a radio interview recently. He was talking about the way ESP administrators used an unholy quiet to inspire penitence, but that phrase could just as easily apply to the way the museum world approached workplace grievances, racists remarks, and sexual harassment. If you deny it’s happening and fail to provide appropriate avenues to file grievances, you can almost pretend all is right with the world.

Scanning the articles on this list, it feels like we are in the middle of a sea change. Maybe not everywhere, but enough so there is a new normal. And for anyone suffering from “otherness,” anyone who needs support, ammunition, a sisterly voice, a shoulder at the barricade, it offers aid, examples, history and context. Use it, add to it, keep change happening.

Joan Baldwin

Image: Changing Tides by Ellis O’Connor


Museums and Investing in Social Responsibility

Not Neutral

Thursday I spent the day at the Metropolitan Museum in New York City. Although I wore my “Museums are not neutral” T-shirt,  I’m not sure anyone noticed. The topic of museum neutrality, however, is one that interests us here at Leadership Matters because it intersects directly with how museum directors lead, and the role museums and history organizations play in their communities.

Museum neutrality has been in the wind for a while now. For some it means, museums should openly take a stand on issues of community or national interest. For others, it means museums should use their scholarship to refute false narratives in an age of post-truthiness.

A notable example of a museum taking a stand took place last winter when the Trump administration banned travel and rescinded visas from seven majority-Muslim nations. The Museum of Modern Art (MoMA), usually a-political, responded by removing work by Picasso and Matisse and hanging paintings by living artists from the banned countries. And just in case MoMA’s selfie-taking audience missed what was going on, it labeled each newly-displayed painting with the following lines, making it crystal clear where it stood on the travel/immigration debate.

This work is by an artist from a nation whose citizens are being denied entry into the United States, according to a presidential executive order issued on January 27, 2017. This is one of several such artworks from the Museum’s collection installed throughout the fifth-floor galleries to affirm the ideals of welcome and freedom as vital to this Museum, as they are to the United States.

Given MoMA’s size, wealth, and presence in the art world, it’s likely that Glenn Lowry and his senior staff took more than a few minutes to decide how to respond to the travel ban. And given what we heard from Shankar Vedantam, National Public Radio’s Social Science correspondent this week, that’s a good idea.  Vedantam reported on the risks CEO’s take when they invest in social responsibility. And based on the researchers he interviewed, doing good with corporate profits can be bad.  Here’s why: In the corporate world everything points towards making money. No surprise there. And community aid, activism, diversity initiatives, and support for education don’t get the product out the door. Nonetheless, they do generate a lot of good will, and that should be good for the corporation, yes? Not necessarily.

Vedantam interviewed Timothy Hubbard who teaches at Notre Dame University. He and two colleagues studied what these types of community investments mean for CEOs’ careers. In a nutshell, here’s what Hubbard said, “We see this double-edged sword where if the firm is doing well, investments in corporate social responsibility can buffer a CEO from dismissal. But on the other hand, if there’s negative financial performance, it can really set the CEO up for a situation where they could likely be terminated.”

We aren’t aware of any work on whether acts of social responsibility by museum leadership shortens an executive director’s tenure, but since many museum board members come from the corporate world, it’s worth bearing in mind. Nonetheless, there is a difference between taking a stand, and taking a stand relating to facts, collections and the truth. Dr. Susan Desmond-Hellman, a CEO of the Gates Foundation, was also interviewed on NPR this week.  Desmond-Hellman makes the point that,”Scientists can’t be ivory tower,” adding that “What we’re really hearing from people is I no longer trust authority.”

She suggests that scientists (and we would argue curators, conservators, museum educators, and directors) need to be part of the public dialog. She asks her fellow researchers when was the last time they attended a PTA meeting, Cub Scouts, your church, synagogue or mosque, adding “If we’re not part of that dialog, soon science won’t matter.” (And maybe history or culture?) She points out that in an age when the public relies more on emotion and personal belief than scientific evidence, then there’s a problem.

We believe first and foremost that museums have to understand their communities, and their entire community, not just the largely white, heterosexual, wealthy community who wanders their galleries and attends openings. But how do museums decide when and how to take a stand? Is what’s relevant to the director important to the community? And how about the board? As a director, if you take a stand will it matter to the people you’re trying to support? Does not being neutral mean being a good citizen, and how should an organization be a good citizen? How do museums engage their communities while being transparent?

Tell us what you think.

Joan Baldwin