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News + Updates: Uncategorized

ISPA Honors Russell Willis Taylor

The International Society for the Performing Arts has honored National Arts Strategies President and CEO Russell Willis Taylor with their International Citation of Merit. The award was presented January 16 in New York in recognition of Mrs. Taylor’s work. Read more »

The International Citation of Merit is presented to leaders in the field for their “unique lifetime achievement which has enriched the international performing arts” and for “distinguished service working within the profession.” The entire NAS Team heartily congratulates Mrs. Taylor on this honor!


Why is Service Design Important?

What does service design mean to your organization? Does the responsibility of serving your customers rest solely in your marketing and audience services departments?

It’s not uncommon to read articles and blog posts highlighting the importance of delivering exceptional customer service, nor is it rare to read about an increasing interest in producing participatory work that allows the customer to act as “co-curator.” But to create a lasting impact we need to combine these ideas and consider how every aspect of our work may (or may not) affect our customers. Attention to the customer experience must be paid by all departments in order to ensure delivery of top quality experiences and services because this service delivery is critical to nurturing the customer relationship, building value and ensuring sustainability. In their paper, “The Politics and Theatre of Service Design,” Lara Penn and Cameron Tonkinwise state, “service designs must guide the recipient in how to make appropriate demands of the service; but they must also guide the provider in how to meet those varied demands in flexible ways.” We need to fully understand the type of experience our customers want—beginning with the initial encounter and continuing after the experience has ended—and identify ways in which we can cater to those desires as a means to fulfill mission.

Arts and Cultural Management: From Service Design to Success
was developed by National Arts Strategies with IESE Business School to help senior cultural executives address how their organizations design offerings with a goal of creating lasting impact, establishing value and operationalizing the idea that everything we do must in some way relate to how we serve our customers. Over the course of the program’s three days, 30 international arts and culture leaders will come together to discover how the integration of marketing, operations and people decisions can result in a five-star experience. They will develop the skills to analyze how their organizations utilize resources and learn to make strategic changes that will help provide more valuable experiences.

We invite chief operating officers, senior executives and others responsible for implementing organizational change to learn more about this new program and apply today »


Willard L. Boyd Fellows Named

Willard “Sandy” Boyd, Professor of Law and President Emeritus of the University of Iowa and The Field Museum, Chicago, has been an extraordinary leader in the field of arts and culture, and the full range of his accomplishments can be viewed here. Prof. Boyd was instrumental in helping shape the education work of National Arts Strategies as it made the transition from the National Arts Stabilization Fund and gave 11 years of service to the board. In his honor, we have identified 5 leaders from The Chief Executive Program whose fellowships will be named, and on his behalf we congratulate the Willard L. Boyd Fellows of NAS for 2011 to 2013:

Dr. Evalyn Gates
Executive Director and Chief Executive Officer, Cleveland Museum of Natural History

Mr. Kevin Gover
Director, Smithsonian National Museum of the American Indian

Mr. George Sparks
President and Chief Executive Officer, Denver Museum of Nature & Science

Dr. James Steward
Director, Princeton University Art Museum

Dr. Gary Vikan
Director, The Walters Art Museum

Gary Vikan, The Walters Art Museum*


New Program on Service Design

How does your approach to the experience you create for your audience fuel or foil your mission, your artistic objectives, and your financial opportunities? How do you integrate service and experience design into the core strategic vision of your organization?

National Arts Strategies has partnered with Spain’s IESE Business School to develop Arts and Cultural Management: From Service Design to Success, a new program for senior-level leaders to explore experience design and customer service as strategic questions. This three-day program, to be held at IESE’s New York City facility, will equip cultural leaders with the tools to address experience design as a means of achieving sustainability.

Learn more about this exciting new program and the application process »


National Arts Strategies has moved

Our office has moved and our phone numbers have changed. We can now be reached at:

2000 Duke Street, Suite 115
Alexandria, VA 22314
571-482-5789 (main number)
Download and save this information directly to your contact list »

You can always reach us at We appreciate your understanding and welcome any questions you may have.