mim - public programs and offerings

Museum Association of Museum Association of ArizonaArizona

2010 Annual Meeting2010 Annual MeetingCreating a Museum from the Creating a Museum from the

Ground Up: The Musical Instrument Ground Up: The Musical Instrument Museum Part III Programs and Museum Part III Programs and

Public OfferingsPublic OfferingsSaturday, June 5,

20108:00 AM to 9:30 AM

MUSICAL INSTRUMENT MUSICAL INSTRUMENT MUSEUMMUSEUM

MUSICAL INSTRUMENT MUSICAL INSTRUMENT MUSEUMMUSEUM

Musical Instrument Musical Instrument MuseumMuseum

Programs and Public OfferingsPrograms and Public OfferingsSylvia Keller (Chair)Sylvia Keller (Chair)

Ivan SchustakIvan Schustak

Sarah WeberSarah Weber

Lacey HauserLacey Hauser

Sunni FassSunni Fass

Chris BellChris Bell

Brief OverviewBrief Overview

Founder: Robert J. Ulrich, retired CEO Founder: Robert J. Ulrich, retired CEO and Chair of the Board, Target and Chair of the Board, Target CorporationCorporation

President Bill DeWalt, Ph.D. President Bill DeWalt, Ph.D.

Hired: Hired: March 2007 March 2007 Groundbreaking: February 2008Groundbreaking: February 2008 Team moves in: December 2009Team moves in: December 2009 Opening: April 24, 2010Opening: April 24, 2010

Brief OverviewBrief Overview

ExhibitsExhibits Five major Geo-GalleriesFive major Geo-Galleries Nearly 300 exhibitsNearly 300 exhibits Over 10,000 instruments and objectsOver 10,000 instruments and objects Wireless headsets and monitorsWireless headsets and monitors Experience Gallery/Artist Experience Gallery/Artist

Gallery/Special ExhibitsGallery/Special Exhibits

Brief OverviewBrief Overview

Other AmenitiesOther Amenities

MIM Music TheaterMIM Music Theater MIM StoreMIM Store CaféCafé

Mission Compliant ProgramsMission Compliant Programs

MIM will be an engaging, MIM will be an engaging, entertaining, and informative entertaining, and informative experience, in which the experience, in which the uninitiated and the uninitiated and the knowledgeable, the young and knowledgeable, the young and the old will feel welcome.the old will feel welcome.

Guiding PrinciplesGuiding Principles

Primary Guiding PrinciplePrimary Guiding Principle MIM will create and maintain the MIM will create and maintain the

highest standards for the quality of highest standards for the quality of the experience for guests and for all the experience for guests and for all constituents.constituents.

Guiding PrinciplesGuiding Principles

MIM will not be staticMIM will not be static MIM will solicit feedback from all MIM will solicit feedback from all

constituentsconstituents MIM will be accessibleMIM will be accessible MIM will be both fun and interestingMIM will be both fun and interesting MIM team will think creatively to MIM team will think creatively to

solve problemssolve problems

MIM Guest ServiceMIM Guest Service

Ivan SchustakIvan Schustak

Guest Service ManagerGuest Service Manager

Guest ServiceGuest Service

Communication is keyCommunication is key

EventsEvents GroupsGroups VIPVIP MediaMedia

Guest ServiceGuest Service

Use technology to your advantageUse technology to your advantage– Email is good, but calendars are betterEmail is good, but calendars are better

Keeping your front line informed Keeping your front line informed makes all the difference in the worldmakes all the difference in the world– Personal touch for more guestsPersonal touch for more guests

Guest ServiceGuest Service

Tools are usually available already or Tools are usually available already or for freefor free– Outlook Calendar with Scheduling Outlook Calendar with Scheduling

AssistantAssistant– Google CalendarGoogle Calendar

Guest ServiceGuest Service

Front line team provides bookends of Front line team provides bookends of visitvisit– Warm, personal welcomeWarm, personal welcome– Excited and inquisitive farewellExcited and inquisitive farewell

Chances are pretty high this may be Chances are pretty high this may be most guests only experience with most guests only experience with your team, so make the most of ityour team, so make the most of it

Guest ServiceGuest Service

Standardize Your ExperienceStandardize Your Experience– Always provide bookendsAlways provide bookends

Introduce – “Hello!”Introduce – “Hello!” Discuss – “How are you enjoying your visit?”Discuss – “How are you enjoying your visit?” Thanks and farewell – “Thank you and enjoy Thanks and farewell – “Thank you and enjoy

the rest of your afternoon!”the rest of your afternoon!”

– Hand GesturesHand Gestures Open palm is more welcoming than a Open palm is more welcoming than a

pointingpointing

Guest ServiceGuest Service

Collaborate with everyoneCollaborate with everyone– Front line will work with most guests, but Front line will work with most guests, but

there will be exceptionsthere will be exceptions Docents, events teams, development, store, Docents, events teams, development, store,

restaurantrestaurant IT, custodial, facilitiesIT, custodial, facilities Curators, administrative team, installationCurators, administrative team, installation

– Any team member may have an interaction Any team member may have an interaction with a guest, but the guest won’t with a guest, but the guest won’t necessarily differentiate any departmentsnecessarily differentiate any departments

Guest ServiceGuest Service

Enthusiasm, optimism and Enthusiasm, optimism and confidence is contagiousconfidence is contagious– Guests will take cues from your teamGuests will take cues from your team– Keeping your team happy will keep the Keeping your team happy will keep the

guests happyguests happy

MIM EducationMIM Education

Sarah WeberSarah Weber

MIM Education ManagerMIM Education Manager

MIM EducationMIM Education

Ever-Improving and Ever-Evolving

•What are other museum educators doing?

•Join the national conversation and ask questions•Museum Ed Listserv - www.museum-ed.org•Museum Education Roundtable

•Rely on your Team!

MIM EducationMIM Education

Feedback from Constituents

•Pre-opening Test Tour

•School Relationships•Introductions to Curriculum Directors•District Administrator Meetings•In-service Day with PVUSD•Surveys•Curriculum Development – work with educators•Teacher Advisory Group

•School Test Tours – work out the kinks

MIM EducationMIM Education

Accessibility

•Raise Teacher Awareness – Coupon

•Think about various audiences and what will draw them in•Art Education Conference July 29, 2010•School Tour Policies

MIM EducationMIM EducationFun and Interesting!

•Experience Gallery

•1st Year Programs – what matters most•Museum Encounters•Artist Residency•Guided Tour Program•Workshops and Classes

MIM EducationMIM Education

Think in New Ways

•Partner Building•Organizations with similar missions and goals

•Local Resources – how I found a taiko drum

•Programming Space

MIM EducationMIM Education

The Value of Volunteers

•Opening

•Ongoing Support – Ensure a great Guest Experience•Store•Guest Service•Gallery Guides•Experience Gallery Guides•Docents

MIM StoreMIM Store

Lacey HauserLacey Hauser

MIM Retail ManagerMIM Retail Manager

The MIM StoreThe MIM Store

The MIM Store is an The MIM Store is an extension of the MIM extension of the MIM

experienceexperience MIM MissionThe Musical Instrument Museum welcomes the young and the old, the uninitiated and the knowledgeable, to explore and experience the rich diversity of the world’s music and musical instruments.

MIM Store Mission

The Museum Store is The Museum Store is an extension of the an extension of the visitor experience visitor experience and furthers the and furthers the Museum’s mission by Museum’s mission by offering merchandise offering merchandise that educates, that educates, inspires, and inspires, and entertains. entertains.

Challenges and Opportunities

During initial store development, the building, collections, and galleries were still under development

Developing the MIM retail operation from ground up

Setting standards for a new type of museum store

Learning from Special Exhibition Stores

Special exhibition stores start like a store in a new museum

Special exhibition stores are planned based on attendance projections

Highly focused sourcing and development of proprietary products are key to creating the successful store experience

Building the Infrastructure

The store design defines first and foremost how well a store functions under ever changing conditions

Stock room and office complement a successful store design

Defining the business model is only the starting point for finding the best POS system

The Store Staff as Museum Ambassadors

Define the positions; develop an organizational chart; and create job descriptions

Interview, hire, and train a knowledgeable, friendly staff that will maintain the highest standards for the guest experience

The MIM StoreThe MIM Store

The MIM Store

The MIM StoreThe MIM StoreChildren’s SectionChildren’s Section

The MIM StoreThe MIM StoreView of Instrument CaseView of Instrument Case

The MIM StoreThe MIM StoreJewelry/Transaction CounterJewelry/Transaction Counter

MIM Proprietary ProductMIM Proprietary ProductNative American CDNative American CD

MIM Proprietary ProductMIM Proprietary ProductMIM Quote BraceletsMIM Quote Bracelets

MIM Proprietary Products

MIM Proprietary ProductsMIM Proprietary ProductsNote Card and Postcard SetsNote Card and Postcard Sets

MIM Proprietary ProductMIM Proprietary ProductMagnets and Floating Action PensMagnets and Floating Action Pens

MIM Proprietary ProductMIM Proprietary ProductQuote Mug and Guitar Pick CardQuote Mug and Guitar Pick Card

MIM Fairly TradedMIM Fairly TradedInstruments with Custom TagsInstruments with Custom Tags

The MIM Store Open For Business

Continually analyze, plan, and adjust every aspect of the operation based on sales

Explore and develop additional business opportunities such as internet, corporate sales, and events

Collaborate with other departments to create synergies that keep the store relevant and profitable

Constantly refine customer service and staff training

MIM Music TheaterMIM Music Theater

Sunni Fass, Ph.D.Sunni Fass, Ph.D.

Artistic and Managing Director Artistic and Managing Director

MIM Music TheaterMIM Music Theater

MIM Music TheaterMIM Music Theater

FeaturesFeatures- 299 seats- 299 seats- Intimate experience- Intimate experience- Exquisite acoustics- Exquisite acoustics- Comfortable, convenient- Comfortable, convenient artist facilities artist facilities- Steinway Model D- Steinway Model D- Retractable 26’ x 14’ - Retractable 26’ x 14’ screenscreen- Accessible seating- Accessible seating

TechnologyTechnology- High-end sound systems- High-end sound systems- Integrated audio recording- Integrated audio recording- Robotic PTZ video recording- Robotic PTZ video recording- Broadcast-ready- Broadcast-ready- HD projector- HD projector- High-volume/low-velocity - High-volume/low-velocity HVAC HVAC

Mission StatementMission Statement

The Music Theater at the Musical Instrument Museum (MIM) The Music Theater at the Musical Instrument Museum (MIM)

will celebrate global musical diversity through the live will celebrate global musical diversity through the live

presentation of high-quality traditional, contemporary, presentation of high-quality traditional, contemporary,

instrumental, and vocal music from all regions of the world. instrumental, and vocal music from all regions of the world.

Bringing exhibits and exhibit themes to life, the MIM Music Bringing exhibits and exhibit themes to life, the MIM Music

Theater will present concerts and educational events that Theater will present concerts and educational events that

are engaging, entertaining, and informative for audiences are engaging, entertaining, and informative for audiences

of all ages and tastes. The MIM Music Theater is committed of all ages and tastes. The MIM Music Theater is committed

to providing a world-class experience for guests and to providing a world-class experience for guests and

performers alike.performers alike.

Guiding Principles vs. Real Guiding Principles vs. Real LifeLife

- Mission-Driven Venue Mission-Driven Venue ProgramsPrograms- Budgeting and ResourcesBudgeting and Resources- Audience BuildingAudience Building

Strengths and OpportunitiesStrengths and Opportunities

MIM External AffairsMIM External Affairs

Christopher BellChristopher Bell

Chief Development OfficerChief Development Officer

MIM External AffairsMIM External Affairs

Creating AwarenessCreating Awareness– Identifying CommunityIdentifying Community– Building PartnershipsBuilding Partnerships

MIM External AffairsMIM External Affairs

Sharing “The Experience”Sharing “The Experience”– MIM on the RoadMIM on the Road– Sneak PeeksSneak Peeks

MIM External AffairsMIM External Affairs

Seeking InvestmentSeeking Investment– Donor-based focusDonor-based focus– Sustainable recognitionSustainable recognition