Want to use online tools to streamline efficiencies and allow you more time to do the things you love? Come learn about increasing your organization’s digital culture and digital intensity. You can learn how your org can become more digitally integrated with tons of examples of real tools that you can use right-away. Come with questions! This presentation was developed and delivered as part of the linked digital future initiative. For more information, visit: https://linkeddigitalfuture.ca/resources/workshops/

1. Digitally Integrated
Organizations
Or how transforming your Front of House and Back End
systems can help you become more efficient and save
you money!

2. Jai Djwa
• 10+ years as an electroacoustic composer
• 20+ years in digital
• Creative Technologist
• National Digital Transformation Coach
• Vancouver Fringe Board Member
• BC Arts Council Board Member
• MOSAIC New Immigrant Business Mentor

3. Jargon
Giraffe
thx to:

5. What does being “digital” mean?
Where should we focus our attention
when it comes to being digitally
integrated?
What kind of team do I need?
What technologies should we adopt
first?
How can I get my AD and my board to
understand what’s important?
Are we prepared for the changes that
are taking place?
What will happen to our audiences if
we don’t adapt?

6. 6
2019 in BC, Arts BC ran DigistARTS that found..
Organizations were most
comfortable in:
▪ Using digital tools for
designing and maintaining
a website and digital
communications
Least capacity used in:
▪ Using digital tools to create
or enhance artistic creation
▪ Collaborating with other
Arts Organizations
Would like to do more of:
▪ Using digital tools for
education activities aimed at
a wider audience (45%)
▪ Training and professional
development (43%)
81% of Organizations DO NOT have a digital strategy.
In terms of capacity:
Arts BC DigistARTS

7. 7
What we found – Organizations
Most significant barriers for
Organizations are:
▪ Lack of staff time to take on digital initiatives (27%)
▪ Lack of available funding (21%)
Preferred Training opportunities
identified by Organizations include:
▪ Online training courses over several weeks (20%)
▪ One-off face to face workshops (19%)
47% of Organizations indicated everyone should
attend training programs in digital literacy
Arts BC DigistARTS

8. 8
Organization Interviews
▪ Majority of Organizations cite a lack of
funding while remaining largely unaware
of free tools which can save time and free
up staff capacity.
▪ Most Organizations are not ready for a
comprehensive digital strategy, but they
are ready to learn about different digital
tools and how they can help with
planning.
▪ Most Organizations struggle with gettingArts BC DigistARTS

9. “The rapid and unpredictable rise of online
technologies, has irrevocably changed how
audiences behave.
That has put pressure on presenters at a time
when their long-time audiences are aging
rapidly and are not being replaced at the rate
required to sustain the old model.”
— Reflections and Recommendations to the Value of Presenting Study
Advisory Committee (March 2013, Inga Petri)

10. So what’s the new model?

11. Digitally Integrated
Organizations

12. Digitally Integrated Organizations
• Fundamentally uses digital technology.
• Has an innovative culture to manage change
• Performs core operations with digital tools
• Efficiently interacts with audiences, partners and vendors,
• Integrates across IT systems.
• Can deliver a digital audience-centred experience
• Collects, transforms, shares and uses data to make
decisions.

13. So how do we measure this?

14. Digital Maturity Assessment:
Two Measurements We Use
Digital Intensity
measures the use
of digital
technologies.
Digital Culture
measures the
ability to
implement
change.

15. Digital
Maturity
Assessment
Matrix
Techno-Shy Integrated
Emerging
Technocentri
c
Digital
Culture
Digital

16. “Digital transformation
is not about technology.
It is about STRATEGY,
LEADERSHIP,
and new ways of
THINKING.”
- David Rogers, Researcher, Author
“The Digital Transformation Playbook”

17. To improve digital maturity…
1. Define their digital strategy
2. Establish a mind-set of digital-first at their
staff and board
3. Investigate digital tools
4. Invest in training
5. Utilize the power of data to make better
decisions
6. Understand that it is continuous
improvement, not a one-off

18. The Linked Digital Future Initiative
A multi-prong approach:
• Action-Research
• Deliver a shared data model
• Prototyping
• Translate performing arts
information into
linked open data
• Digital literacy
• Help arts organizations
adapt to the digital shift &
develop new digital
collaboration skills
Interoperability
Discoverability
Digital
transformation
Collaboration
across the value chain

19. Let’s look at some digital tools as
a way to increase our Digital
Literacy and Digital Maturity…

20. How can they help?
• Efficiency
• Money saving
• Reduced duplication
• Collaboration
• Reporting

21. Arts Organizational Structure
Produc-
tion
Devel-o
pment
Opera-t
ions
Audience
Engage-m
ent
•Production – the doing of
the thing (creation)
•Audience Engagement –
marketing and promotion,
dissemination
•Operations – back of
house, admin and
governance
•Development -
Fundraising and Donor
stewardship

22. First Issue before we start
•Digital Culture can’t be delegated;
leadership is critical.
•Digitally integrated orgs have productive disruptors
who question the status quo and can envision a new
world. (Sound familiar, artists?)
•The implications of these digital skills likely will impact
executive-level hiring and development for the next
decade.

23. Second Issue
•What I will show today
are CLOUD-based
products
•This means they are
accessed online and
data storage is not
local on your
computer but on a
remote server

24. Operations
• Project management
• Communication
• Security
• Accounting
• Online ticketing
• Analytics and Business Intelligence
• Human Resources
• Procurement

25. Project Management
Track and create projects
•Basecamp.com
• To do lists
• Doc storage
• Schedules
• Real time chat
• Email integration
• $99/month
IMPACT
DI DC

26. Communication
Keep up to date instantly
•Slack.com
• Instant messaging
• Saves email
• Status and availability
• Solid integration with many
services (for example, be
notified when someone
tweets about you)
• Free for most orgs
IMPACT
DI DC

27. Security
Keep pwds away from your
desk
•1Password
• Keep all pwds in one place
accessible by staff role
• Credential mgmt.
• User mgmt.
• Pwd Generator
• 1 pwd to rule them all
• $2.99/month per user
IMPACT
DI DC

28. Accounting
Automated finance
•Quickbooks.ca
• Accounts Receivable
• Credit card/bank
integration
• Payroll mgmt.
• Purchase orders
• Tax mgmt.
• $25/month
IMPACT
DI DC

29. Online Ticketing – Performing Arts
• In-house ticketing / printing
22% of respondents.
• No other ticketing system was selected by 10% of respondents:
• Tuxedo (9%),
• Eventbrite (9%),
• Ticketmaster (6%),
• Boxxo (6%),
• Réseau Ovation (5%),
• Ticketpro (5%),
• Theatre Manager (5%),
• TixHub (4%),
• Ticketfly (3%),
• LePointdeVente (3%),
• etixnow (3%),

30. Analytics and Business Intelligence
Dashboards blend metrics
for better decisions
•Klipfolio.com
• Visualize multiple metrics in
one place
• Finance, Social media, web
analytics, member growth
• Blend data from different
sources
• Create complex reports
• $29/month or free
IMPACT & EFFORT
DI DC

31. Human Resources
Onboarding and more
•BambooHR.com
• Recruit and assess
candidates
• Employee database
• Onboarding
• Time off mgmt.
• $6.19 per employee
IMPACT & EFFORT
DI DC

32. Procurement
Control spending and
purchase orders
•Spendwise.com
• Purchasing
• Receiving
• Invoice matching
• Reports
• $9/user
IMPACT
DI DC

33. Other great tools
•Google Analytics – should be using for any web
property
•Join.me / GotoMeeting / Zoom – communication tools
for conference calls and video meetings
•Expensify – tracking your expenses digitally
•Doodle – plan meetings with multiple people at once
(polling a large number of people)
•Canva – create great looking diagrams and infographics
•Asana – a more complex tool to track tasks and
projects
•Trello – another way to organize using cards

34. Development and
Fundraising
• Charitable donations
• Campaign platforms
• Constituent Relationship Managers

35. Charitable Donations
Free you from Tax receipt
drudgery
•CanadaHelps.org
• Issue tax receipts
• Customizable Forms
• Crowdfunding and
peer-to-peer
• Ticketed events
• Donor mgmt and reporting
• Transaction fee of 2.0 -
4.9% (depending on the
service)
IMPACT
DI DC

36. Campaign Platforms
Create campaigns to drive
action or pledges
•ActionNetwork.ORG
• Email segmentation
• A/B testing, personalization
• Ladders of engagement
• Analytics and reporting
• Digital mobilization
• Petitions
• Letter campaigns
• Fundraisers
• Events
IMPACT
DI DC

37. CRMs…
• It is an embodiment of the 1:1 philosophy of marketing
• CRM stands for Customer Relationship Manager
• Read Customer as “audience member”, “client”, “supporter”
etc.
• Perhaps a better label is Constituent Relationship Manager
• It is usually a digital approach using Software as a Service
(SaaS) or, in other words, online software that you license
monthly

38. “We are a performing arts organization that
produces 4-6 shows a year and currently send an
email newsletter with Mailchimp and use
Eventbrite for tickets. We track donors and
sponsors using Excel. We’re looking for a more
integrated approach to how we can handle this.”
- Adele, Arts Organization

39. With a CRM More
donations!
Board calls the
big donors with a
thank you.
Segment into big and
small (sponsors too)
Then, target these members for
a fundraising ask
Ask them to become members
with email outreach
Info added to the backend database
Adele’s team can sell tickets to events directly
Here’s what
could happen
within one
CRM.

40. POV of the audience
Anne buys
a ticket
online
from the
CRM
Email
show
reminder
goes out
Her info is
stored in
the CRM
She is
checked in
at show on
mobile
Anne signs
up as a
member
Later, Anne gets
an email inviting
her to be a
member
Staff send an email
to members asking
for a donation
Anna donates!
Anne signs
up again
and buys
for the
season.
Next season,
reminder
email for
membership

41. Image copyright VirtuousCRM

42. How to choose a CRM that
works best for you.

43. Are you ready?
•Do you keep your members in an Excel spreadsheet?
•Do you know what’s important to your constituents?
•Do you communicate with them digitally already?
•Are your staff ready for real, system-wide change?
•If your box office manager left, would you be hooped?
(I mean you would be, but would all the knowledge
walk out the door?)
•Does your staff take to training? Would they follow
rules easily?

44. https://www.techsoupcanada.ca/en/community/blog/how-to-select-a-crm-for-your-nonprofit-organization
Criteria for a CRM
• Functionality - Will it do what you need?
• Product Maturity - How long has it been in use? How many customers?
• Process Automation - Does it have tools to help manage workflows,
emails, etc?
• Reporting - Will it provide you with the right data for decisions?
• Customization - Can you customize for your org?
• Interoperability - Does it play well with others? Gmail, Mailchimp, etc
• Available Expertise - Who can help us that might be local or volunteer?
• Self Hosted / Cloud? - Where is the data? Who maintains the system?
• Support - Technical support is key. 24/7? Email only or phone?

45. See
Alterspark.net’s
CRM Criteria for
the arts
https://www.techsoupcanad
a.ca/sites/default/files/CRM_
Evaluation_Criteria.xls

46. CRM Examples – Performing Arts

47. Gold standard for orgs
>$2M
• Super flexible and robust
• Keep up to commercial expectations – like
what ticketmaster offers
• Safeguards privacy and data
• Very easily administer seasons
• Consortium happy with it
• Development view is member-driven
• Member run - use it to develop - biz
model
• Karen Ainey - web and software application manager,
Royal and Macpherson
https://www.tessituranetwork.com/
• Database that handles ticketing, fundraising,
memberships, customer relationship management,
and more for arts and entertainment
• $ needed to do implementation, training $150k,
25k-50k yr
• Non-profit structure, built by Met Opera and
partners
• Has a consortium model (can get group to buy a
license)

48. Features
• Pricing based on per ticket
so no monthly or annual $
• Arts People (formerly Ticket Turtle)
is a cloud-based ticketing,
fundraising, CRM & patron data management
system developed exclusively for the
performing arts.
• Patrons may purchase tickets, subscriptions,
passes, gift certificates, memberships, classes
& passes online or from your box office.
• Highly flexible pricing & database tools
integrate with ticketing for marketing,
reporting, mailings. Priced for non-profits.
https://www.arts-people.com
• “Good system but
ticketing needs work”
• Kokoro Dance

49. • “Theatre Manager provides all
the necessary controls to track
patrons, sell and print tickets,
record and manage donations,
volunteers, build & maintain
mailing lists, and assist with
most of the administrative
tasks that you will ever do.”
https://www.artsman.com/
• Not fantastic as a CRM, but good as a database and
ticket system
• Donor - segmentation - little bit of finessing
• Giving capacity - patron category - prospects, cultivation
• Self-hosted with database on our own servers
• Good underlying base system
• used for ticket purchases
• Mail chimp for the construction
• Yearly license - $3k + initial setup
• Good support and quick turnaround
• Box office, development and front-of-house
• Training is quick
– Ian Gibson, Audience Services Manager, Belfry Theatre

50. https://www.artful.ly/
• ss
Cloud-based,
tickets,
fundraising and
some marketing
features.
Image copyright Artful.ly

51. https://vimeo.com/77124611

52. PatronManager
https://patronmanager.com/
PatronManager is built on the Salesforce platform - has lots of great features, but they've got more pricey, and
really now is only worth the money if you run your own theatre or museum with a busy box office and a robust
subscription/membership program. Caroline Renard, Arts Consultant

53. Particular considerations for
digital arts services
If you are an Arts Service Organization
or are about to custom develop a new information
system, application or platform

54. Final advice from Not-for-profits from
your peers…
• Ask yourself “What do I hate doing?” and find out how to do
that with your CRM.
• Be careful what consultant you hire - a good consultant can
be incredibly helpful, a bad consultant can really set you
back
• Getting your CRM set up with all your different processes
will likely take much longer than you think, especially if you
need customization.
• Free usually isn’t free
• Learn the system!
• Everyone has to be on board to make it work

55. Integrating across organizations
Arts Service Organizations (ASOs) in particular...
Should consider every previously presented aspects of
digital integration within their organization
+
Should consider digital integration across organizations
to foster data sharing and reuse.

56. Important development questions
If custom developing a new information system or
application, you must adopt both an analog and a digital
mindset to consider these key questions.
Analog Mindset Digital Mindset
What data do we need to
capture/store/retrieve/use?
Who else might have a need for the same
data?
Build our own ad hoc data model? Reuse an existing data model?
What data do we need to protect? What data can we share under open
license?
Tabular/relational database? Graph database?
Centralized database? Distributed database?

57. #NPTech* Resources
•https://www.idealware.org
•https://www.nten.org
•https://www.techsoupcanada.ca
•https://www.capterra.com/
*the Hashtag for Non-profit Tech is #nptech

58. With thanks to the Linked Digital Future
collaborators and funding partners
linkeddigitalfuture.ca