This week I attended a walk and talk facilitated group in the Yorkshire Dales. Time to unpick challenges and work through the next 12 months.
My word of the trip in relation to work was “frustrated”. Time to take action.
Walk and talk 2025
Dreaming of a single customer view
We want to be successful. One of the aims to achieve success is to know our individual fans/users/customers better. Knowing their needs allows us to design and run better services. A good service is an effective service. From the many anonymous interactions we have every day, we want to shine light on those touchpoints to know as many of them as we can.
Instead of just using generic terms like “total visitors to site (online and in-person), website visits per quarter, google review score, Spend per head etc there is an opportunity to be better informed. With better insights we can make data-informed decisions that don’t treat everyone identically the same. Kevin Kelly wrote about the benefits of having 1000 true fans which in summary says within any large group of people are die hard fans who give you momentum (MVP adjacent).
Find them by building services that allow you to identify who they are across your services (opt-in of course). Use their data test assumptions about how our worldviews collide. Spot something that doesn’t work and fix it. Fix it for the fans and you’ll probably be fixing it for everyone.
Basecamp free returns for managing a project
I’ve used Basecamp since at least 2013. Basecamp is an online tool for managing projects. I’ve personally used it for both enterprise organisation wide usage and freelance/consultancy. New for 2025 is the return of a free tier for managing one project at a time. This is good because it helps you try it without any cost.
Charles Handy obituary: corporate philosopher and author
https://www.thetimes.com/uk/obituaries/article/charles-handy-obituary-corporate-philosopher-and-author-mczk5gm06
Maverick management guru whose strategy was to spend 100 days a year earning, 100 days writing and 100 days on fun, with the rest spent on volunteering
Good enough for now, safe enough to try
A principle to live by.
Introducing The Citizens’ Jury
Museums have been run successfully for over 100 years. However even museums need to move with the times. Being more useful to more people is a phase I say a lot here at BMT. One of my core principles is placing “user needs” at the heart of what we do.
In addition to the typical methods of asking existing visitors what they need from us we are experimenting with a Citizen Jury throughout the second half of 2024.
We have written about how The Citizens’ Jury works on our website.
In short the Citizens’ Jury are 25-30 representive people chosen from a lottery of 5000 people across the City. They will will deliberate our initial question:
“What does Birmingham need and want from its museums, now and in the future; and what should Birmingham Museums Trust do to make these things happen?”
Special thanks to NLHF for funding this activity.
Test your assumptions
You may well be correct in your thinking. History may repeat itself. Better to test your assumptions though than discover things have changed and you didn’t get the memo. The weather app may say it’s dry but popping outside to confirm is easy.
Used to be a….
I used to be a:
Student.
Unemployed.
Artist.
Freelancer.
The IT guy.
The manager.
The fixer.
All previous working lives that built today’s current T-shaped skills. Whenever I’m asked how did I choose my path I say I try something and do more of it or less of it depending if I like it. I don’t know what’s next but it’s definitely more of what I like. Oh and being good at something helps me like it. So I practice. If it’s a skill it can be learned.
Using Basecamp to communicate across the organisation
I get asked from time to time how we work across nine with people scattered across the world at any given time (hey I’m writing this over the Atlantic).
Here at BMT we use a tool called Basecamp to support our communication. It is a tried and trusted tool used by thousands of people. We use it because effective communication is critical yet very hard to do at scale. We use it for both internal communication and working with partners on our products and services.
You can read about it’s tools etc on their website so I won’t repeat it here. In short the reason we don’t just use email like everyone else is because email across 150+ people is asking for trouble. Instead we choose a different path.
Basecamp is purely for communicating.
We need to share announcements, proposals, decisions and such like to group’s or globally across our organisation via our HQ group which every person is part of. Using Basecamp makes it the go to place for this.
Over time Basecamp becomes a form of corporate memory. When did we decide X? Answer check Basecamp. Why did we decide Y? Answer check Basecamp. People may leave but their comments remain. Clever huh.
Doing effective meetings is difficult and time consuming. Often times people just want to know the outcome. Share your proposal to a group(s) and get their feedback. To make it sweeter, get their feedback or approval when they are ready. Why wait for a meeting in two weeks when you can make it a simple proposal and get approval. One of our strategic aims is to support working anywhere at any time and this underpins our ability to do so.
Get it on your desktop or mobile if you choose.
We can make as many groups as we need and share with external partners.
Does Basecamp work well? Yes very much so.
However getting us all to use it effectively is a game of patience!
If I had to pick the biggest gripe people have with the tool it is confusion around managing notifications. When you normally post a message by default the setting notifies everyone in the group. It is easy to change but isn’t a behaviour most use/understand is possible.
My personal experience too is that writing with clarity is the key and that’s a skill most of us need to continually hone.
Getting to the same number
When I think I’m being very clear and someone doesn’t get me I’m reminded of the example of getting to the number four. My brain and worldview is 2+2=4. Simple. Yet another person may say 8-4=4 or 2×2=4. Then I realise there is lots of ways of arriving at the same number and that I made the assumption there was only one way. I think of this often when someone else has a different worldview but may be agreeing with the same outcome. Does it always matter how we arrive at four?