Response Readiness - Recent Threads

Open Space Discussions: The new venue experience

Former Member — Tue, 31 Aug 2021 16:48:53 GMT

Please join us for our next Virtual Open Space Discussions coming up on Thursday, September 9.

More and more organizations are grappling with whether to require vaccinations for entry. How do you decide? How should we be preparing our venues and staff? In these virtual Open Space Discussions, we will hold space for participants to raise questions relating to vaccination requirements, contactless scanning, digital programs, and vaccine passports and policies. Open Space Discussions offer an opportunity for you to discuss what matters to you most with peers from across the arts & culture industry. Under our guiding theme of “The New Venue Experience,” we’ll create an agenda together, then break out into small-group conversations.

Date: Thursday, September 9

Time: 10:45am – 12:30pm EDT | 7:45-9:30am PDT | 3:45-5:30pm BST

This session will begin with 15 minutes of small-group networking to help you meet new friends before we start the opening circle for our Virtual Open Space Discussions. All are welcome to come early and participate in our networking time. You are also welcome to join us on the hour (11am EDT) when we will move into Open Space.

Please be sure to download the latest version of Zoom, so you’ll be able to move yourself around the various discussion circles. Learn how to update your Zoom Desktop Client here.

Finally, who do you want to see at this Virtual Open Space Discussions event? Who else should be a part of these conversations? Please extend this invitation to them and encourage them to join us. All are welcome!

For more details and to register: https://www.tessituranetwork.com/en/Items/Events/webinars/2021/Public/OSD_0909?_ga=2.261875342.2085252789.1630354203-1642316548.1626122431

Hope to see you there! Please reach out to tdukuly@tessituranetwork.com if you require any special accommodations!

Digital Health Passes - Introducing New Ecosystem Partner Bindle Systems

Former Member — Wed, 16 Jun 2021 21:21:12 GMT

We are excited to announce our new ecosystem partner Bindle Systems! This partnership enables member organizations to efficiently verify the COVID-19 health status of visitors, audiences, staff, and others who enter their facilities. These individuals can use the My Bindle app to take custody of their COVID-19 vaccination records and/or test results. This health data is then encrypted into digital credentials that participating member organizations can easily verify.

We have negotiated preferred pricing for Tessitura members who choose to use this service at their organization (and are able to in accordance with your local regulations).

Please see our press release for more information or visit the Bindle listing in the ecosystem section of our site. There you'll find a short explainer video and additional information, including a dedicated landing page for our community to contact Bindle directly for more information!

*At this time, there are no plans to integrate Bindle to Tessitura.

Virtual Open Space Discussions: How to build a confident patron

Meredith Woolard (she/her) — Fri, 21 May 2021 17:46:54 GMT

Please join us for our next Virtual Open Space Discussions coming up on Thursday, June 17.

Our guiding theme for this event is "How to build a confident patron." As venues begin to reopen, we know only too well how cautious our patrons are to return. How can we boost their confidence and ensure a safe experience for all? In these Open Space Discussions, we will hold space for participants to raise questions relating to promoting safety; communication with audiences; staff and volunteer support processes, and any other issue affecting you and your team. This is YOUR opportunity to discuss what’s important to you with your peers from the arts and culture industry. Bring any question or topic to add to our agenda.

Date: Thursday, June 17

Time: 10:45am – 12:30pm EDT | 7:45-9:30am PDT | 3:45-5:30pm BST

Please be sure to download the latest version of Zoom, so you’ll be able to move yourself around the various discussion circles. Learn how to update your Zoom Desktop Client here.

For more details and to register: community.tessituranetwork.com/.../723

Hope to see you there! Please reach out to mwoolard@tessituranetwork.com if you require any special accommodations!

To roll over or not to roll over in 2021...

Karyn Elliott — Tue, 04 May 2021 15:51:36 GMT

With subscription launches underway, how is your organization handling subscription renewals?

Please join us for a community conversation this Thursday at 4:00pm EDT that will help us discuss the value of saving subscription seats for your patrons next season. We will feature two Tessitura organizations: one who chose to roll over their subscription seats and another who chose not to. We’ll hear about the considerations that led to each of these approaches and the lessons learned. Then we’ll have time for questions and discussion, so that audience members can share other ideas and learn from one another.

Panelists:
• Kimberly Darlington, Senior Vice President, Ticketing & Customer Service and Kyle Yandow, Assistant Manager of Patron Services, Tennessee Performing Arts Center
• Matt Cooper, Assistant Vice President, Ticket Philadelphia

I look forward to seeing you there.
Karyn

Working Across the International Dateline

Gawain Lavers — Mon, 12 Apr 2021 18:26:32 GMT

I'm not entirely sure where to post this, but my director has been put in a position of having to manage our organization (California, US), for the foreseeable future, from Australia. It occurred to me that there might be a fair number of people in the network who might have some experience working with colleagues on opposite sides of the International Dateline, that that there might be some community wisdom around handling that on a routine basis, choosing optimal working hours, staying current and responsive without burning out, etc. that I could pass along.

Resilience: Building your strength and adaptability during times of change - a Tessitura Arts & Culture Connection event on April 15

Meredith Woolard (she/her) — Tue, 23 Mar 2021 16:21:19 GMT

We'd love to invite you to an upcoming Tessitura Arts & Culture Connection event, "Resilience: Building your strength and adaptability during times of change"

Date: Thursday, April 15
Time: 11am-12pm EDT | 8-9am PDT | 4-5pm BST

Now, more than ever, people are seeking to increase their personal and professional resilience. This session will explore resiliency through the lens of flexibility, change, and growth. Carmel Cardona will share her framework for practicing resiliency, along with understanding how to equip your teams with knowledge and practical strategies to build their own strength and adaptability.

Carmel is the founder of Stitch Your Parachute. She delivers training courses and 1:1 coaching in resilience, leadership, and professional wellbeing. Prior to this, she worked in leadership roles within the Tessitura community for over two decades, in the UK and Australia, including Sydney Theatre Company, British Film Institute, and the Roundhouse. Carmel has an MSc in Social Science, and has trained with the NeuroLeadership Institute and the European Mentoring and Coaching Council.

Please register in advance.

Virtual Open Space Discussions: One Year Into the Pandemic - What's Next?

Meredith Woolard (she/her) — Thu, 25 Feb 2021 01:39:03 GMT

Please join us for our next Virtual Open Space Discussions coming up on Thursday, March 18.

Our guiding theme for this event is “One year into the pandemic – what’s next?” Since the start of the COVID-19 pandemic nearly 12 months ago, the arts & cultural industry has faced incredible challenges and uncertainties. But at the same time, it has cultivated unparalleled creativity and resilience. How are you? How are we all? What’s next for us as individuals and as a community? This is YOUR opportunity to discuss what’s important to you with your peers from the arts and culture industry. Bring any question or topic to add to our agenda.

Date: Thursday, March 18

Time: 10:45am – 12:30pm EDT | 7:45-9:30am PDT | 2:45-4:30pm GMT

The first 15 minutes of this event will be entirely dedicated to small-group networking. We’ll break out into groups for an opportunity to make connections before jumping into Virtual Open Space Discussions. You are welcome to join us for the networking portion, OR if you’re feeling a bit shy, join us at 11am EDT when we will move into Open Space.

Please be sure to download the latest version of Zoom, so you’ll be able to move yourself around the various discussion circles. Learn how to update your Zoom Desktop Client here.

For more details and to register: https://community.tessituranetwork.com/events/c/e/656

Hope to see you there!

Contactless Check-in Symptom Screener App or Program Recommendations

Michelle Wiesel — Mon, 22 Feb 2021 23:32:20 GMT

Hi everyone,

I've also posted this in the

I'm wondering if anyone might have some recommendations for a check-in program that functions as a symptom screener app that they have used or are considering using? While I'm sure we're months away from even being able to do outdoor seated events, we want to be prepared when we can.

NSCAN definitely can take care of contactless ticketing but I have concerns about trying to do symptom and/or temperature checks on 100 people before a show! We've found the app https://www.fancheckin.com/ to be exceptional fro start to finish but for a small outdoor seated event of 100, it's very pricey.

Thank you!

Reigniting Your Furloughed Team - A Tessitura Arts & Culture Connection Webinar

alex mendelsohn, PMP, PMI-ACP (Past Staff Member) — Thu, 11 Feb 2021 03:06:27 GMT

We'd love to invite you to an upcoming Tessitura Arts & Culture Connection webinar, "Reigniting Your Furloughed Team"

With so many people working in different ways or waiting to return to work, how do you keep them engaged? What should you be thinking about when they return to work? Join this discussion to hear insights from Annie Scally at Ticketing Network East Midlands and Justin Giles at Shakespeare’s Globe. Annie and Justin have developed plans to keep furloughed staff engaged, bring back their teams for reopening, re-integrate staff when they returned, and intentionally keep the positive changes that have happened in place as we move forward. Justin will share re-induction and staff development plans for 2021 and Annie will be talking about how a buddy-up scheme will help and support those returning.

Following the discussion, we will break out into small groups to share your ideas, considerations, and additional questions.

Please click this link to register in advance via Zoom. Register In Advance

Reporting on Refunds

Michelle Blau (Past Member) — Fri, 29 Jan 2021 20:40:05 GMT

hen we were forced to cancel productions for the rest of our 2019-2020 season, we manually returned tickets and put this money on account. Patrons then had the option to request a refund, donate or keep credit for future purchases. Reporting on donations was relatively easy since you can pull based on fund, however, we had much difficulty reporting on refunds. For a refund, the money on account was applied to a new order, then refunded. The only way we could pull refund data is by source code and then manually tracking refund amounts. However, this process was extremely tedious an susceptible to a lot of human error. Analytics was also not useful since the transaction type is considered "Zero Adjustment." Standard reports also did not work for us for similar reasons.

While we are hoping we don't have more mass cancellations for our upcoming all streaming season, I am preparing in case we do and hope to make changes to our process so we can have better reporting. If we opted not to put all of the money on account from the get-go, I think we would be able to yield better results in terms of using standard reports and analytics. However, then there is money sitting cancelled performances.

Did anyone have a similar experience? Or does anyone have other recommendations for processing cancellations that yield better results for reporting?

Much appreciated,

Michelle

COVID Liability language for re-opening

Sarah Covie — Thu, 14 Jan 2021 20:27:53 GMT

Hi all,

We're are starting to put together a re-opening task force for our primary venue and a question has come up about language to use around COVID liability - especially coming up with a short line that could be added as ticket text onto the tickets themselves.

Does anyone have examples that they're willing to share of language like this that you have in use? How and when are you communicating that to customers - in the purchase path, email confirmations, on tickets, waivers that have to be signed/acknowledged?

Thanks!

Sarah Covie
PortTIX

Gift Shop Transition to Tessitura

Ashley Legg — Tue, 24 Nov 2020 16:39:16 GMT

Hello,

We are in the process of transitioning our gift store items into Tessitura to be sold, as we are having significant issues with our current point of sale partners. Can anyone who has done this previously share some best practices and tips on how to go about using Tessitura to sell gift shop items? Any insight would be greatly appreciated.

Thanks!

You’re Invited: Upcoming sessions on forecasting and change management

Claire Zammit — Wed, 18 Nov 2020 13:55:32 GMT

During the week of 7 December, we are hosting Tessitura Europe Community Week: Future in|sight. Led by our European team, but open to all members, this week of virtual events will include opportunities to learn, gain insight, find inspiration and celebrate our community.

2020 has been an extraordinary year but now is the time to refocus and consider new ways of working. With the future insight, how do we ensure we are best prepared for the next year, and how do we manage through change?

We have two great sessions hosted by my colleagues Amalia, Kate and Bobbi:

Demystifying the crystal ball — Forecasting 2021

Tuesday 8 December, 11.15am GMT/7.15pm AWST

As the cultural sector approaches a new year and an ever-evolving ‘new normal’, the persistent question remains - how do you project (plan and forecast) for the future when the present bears little resemblance to the past?

Forecasting 2021 will require cultural organisations to draw on their broadest spectrum of resources – from insight gained via past results through to completely novel thinking. Join us to explore the identifiable metrics that matter, current audience research and the broader social trends that will influence projections on audience, engagement and revenue in 2021.

Manage change at all levels: Tips for working across teams to create impact

Wednesday 9 December, 3.30pm GMT/ 10.30am EDT

Change is hard at any time. When you add 2020 to the mix it can seem relentless. This session is designed for anyone who wants to make more impactful choices in guiding colleagues through change.

Based on the fundamentals of change management, learn how you can be a part of facilitating change regardless of where you sit in your organisation. Come prepared with a past challenge or future project to workshop.

We hope you can join us!

Other sessions throughout the week include peer to peer sessions, training and strategy, networking and open space discussions. You can see the full schedule and register here!

We look forward to seeing you there!

You're Invited: A Futurespective on Re|Visioning (Tessitura Arts & Culture Connection)

alex mendelsohn, PMP, PMI-ACP (Past Staff Member) — Thu, 15 Oct 2020 20:41:45 GMT

Join us as we talk with your peers who created Bravo! Vail’s Music Box, the Milwaukee Black Theatre Festival, and Dallas Opera’s TDO Network about the take-aways from Re|Visioning 2020. Hear about what was learned and how we can be thinking about and planning for the future. If a retrospective is about looking back, a futurespective is all about looking forward toward the opportunities ahead. Let’s explore what the future holds.

This session is scheduled for Thursday 29 October 2020 at 11a Eastern / 10a Central / 9a Mountain / 8a Pacific / 3p GMT

Registration in advance is required, please register here.

Output Set Element for On Account $?

Michelle Blau (Past Member) — Tue, 18 Aug 2020 17:31:58 GMT

Hello hivemind,

Our marketing/dev team is looking to send an email (L2) to all patrons that still have on account $ from cancelled productions. We would like to display the dynamic amount each constituent has on account. However, there is no on account output set elements.

Additionally, I have only used the default output set in the past.

Any ideas?

Michelle

Questions about Event Cancellation utility

Kari Swenson — Mon, 17 Aug 2020 19:21:50 GMT

Hello!

(if these questions have been asked and answered somewhere else, please let me know!)

We have solidified a date by which patrons need to tell us what to do with their tickets before we automatically return everything to a gift certificate. Based on what I've seen on other posts, it would be best to return everything to an On Account payment method, and then move that money to a gift certificate, so that a new GC isn't created with each performance. Does that sound like the best plan?

Additionally, if I run the Event Cancellation Utility, and refund straight to a GC, does it create a new one for each performance in an order? Or does it look at the overall order and tally things up? I'm still thinking returning everything to an On Account and then bulk moving that to a GC is best, but I figured I'd ask the experts here, just in case I'm missing something!

And lastly, it seems like the utility needs to be run on a performance by performance basis...is there any way to run it on a production season level? Not a huge deal but most of our productions have two concerts, so for each one, I'll have to run the utility twice, which adds up to running this thing a whole bunch.

Thanks in advance!!!

Pop-Up Skill Builder: Auto-Attend

Kristen Olson (she/her) — Fri, 14 Aug 2020 12:31:33 GMT

The v15.1.13 service pack includes new auto-attend functionality for tickets, which allows tickets purchased in certain modes of sale to be marked Attended at the time of sale, with or without the printing of physical tickets. In this Pop-Up Skill Builder, we’ll walk through the setup of auto-attend functionality, planning considerations for its use, and how to transition from custom processes or workarounds you may already be using for similar functionality.

Thursday, 20 August, 9am US Eastern (2pm in London)
Register now.

Can't join us at this time? Register anyway to receive the recording link via email as soon as it is published.

Possible seating map for outdoor social distancing

Kari Swenson — Thu, 06 Aug 2020 18:14:11 GMT

Hi everyone!

We are potentially going to be able to have an outdoor concert (completely dependent on state guidelines) and we thought that creating socially distanced circles for patrons to sit in would be the easiest way to setup something. However, upper management wants to charge per person, instead of per circle. We would have some circles that are up to 2 people, and some that are up to 4, but I'm not sure the best way to create that in the facility, so that multiple people can't reserve the same circle.

Hopefully, I explained that well enough, but happen to provide more info if needed!

Thanks!

Contactless N-Scan on general release

Chris Szalaj — Tue, 04 Aug 2020 21:16:52 GMT

Hi Everyone,

I'm pleased to let you know that today we put Contactless N-Scan to general release. Check out the product announcement for more details.

Thank you! We hope this enables many of you to operate more safely and efficiently as you open your doors.

Chris Szalaj

Product Owner, Business Facing Products

Tessitura Network

#REPOST from Admin/IT: Mass Exchange Utility?

Emily Nash — Fri, 24 Jul 2020 17:49:47 GMT

Hey hey,

As are most of us, we're dealing with a bunch of moving of money crossing over fiscal years and production seasons. I understand the Network is developing tools to easily reschedule performances in bulk, but I was curious if anyone has devised a way to do mass exchanges from one performance to another? In our case, it isn't as simple as rescheduling perf dates, as we're dealing with subscriptions. The kicker is, we build our subscription packages based on dummy perfs and then exchange those tickets into real performances once the dates have been announced/built (it's a horrible system and I do not wish this upon anyone, but I can't control Artistic, so here we are...). That being said, we need to rebuild these packages using "current" dummy perfs and we'll need to exchange people out of cancelled dummy perfs into future dummy perfs. Does anyone know of a way to do this, in bulk? I'm also open to hearing other ideas as to how to to solve this issue. I'm essentially trying to maintain a holistic view as to what happened on the back end (what was cancelled and whatnot), so I'm weary of simply moving these performance dates.

Curious to hear your thoughts! Thanks, all!!!

Pop-Up Skill Builder: Mobile Tickets

Kristen Olson (she/her) — Thu, 16 Jul 2020 14:55:46 GMT

As organizations look for ways to provide more contactless customer service options, many are considering a move to mobile tickets. In the session, we'll cover how to set up and start using mobile tickets, as well as how to maintain and manage mobile tickets as an ongoing part of your ticketing operation.

Can't join us at that time? Register anyway to receive the recording link via email as soon as it is published.

New Ecosystem Webinar Announced - KIS Kiosks: Low Contact Solutions for Ticket Sales, Memberships and Will Call

Kristen Olson (she/her) — Mon, 13 Jul 2020 21:52:28 GMT

Webinar Description: Kiosks provide a simple, secure and low contact way to transact and provide customer service. Learn how options like timed entry and antimicrobial screen protectors allow managers to service patrons and control capacity through this safe, Tessitura-integrated interface.

This webinar is offered live on Wednesday, July 22, at 12 noon US Eastern.

There are also two encore rebroadcasts for the convenience of our Asia Pacific and European Members:

Thursday, 23 July, 12 noon in Sydney

Thursday, 23 July, 1pm in London

You can register for the session of your choice here: https://www.tessituranetwork.com/Items/Videos/Webinars/2020/KIS_Kiosks

Timed lobby entry using Resource Bookings or Tessitura in general?

Heather Fails — Thu, 09 Jul 2020 20:22:29 GMT

Hello all, I hope this finds you healthy and happy. The Houston Symphony is looking for a way to manage timed entries into our lobby due to Covid 19 and social distancing. What I'm tasked to find out:

* how to get a custom entry and/or end time based on seat location on the order confirmation email

* how to get a custom entry and/or end time based on seat location on a Wordfly day of show email

* how to get a custom entry and/or end time based on seat location to print on BOCA and PAHT tickets.

I heard a suggestion in the Timed Entry Pop-up Skill Builder to utilize Resource Booking. I then watched a Resource Booking webinar and learned that you can pull Booking data from the ticket order onto a confirmation email, alas I cannot seem to find how to set that part up. I am not even sure if you can pull Booking data into Wordfly emails and can't see by looking at existing ticket design elements what to use to pull through Booking start and/or end times. If anyone can point me in the direction of documentation on how to get Booking data on the previous or have any suggestions on how else to manage this feat I would be forever grateful.

Sincerely,

Event Return Receipt - Production Season specific?

Kristine Astop — Thu, 25 Jun 2020 16:40:54 GMT

Hello!

Is there any way to specify individual production seasons with the Event Return Receipt? Or only list the items returned by the Event Cancellation Utility? The sample Event Return Receipt pulls out all returns - even those done pre-COVID-19 as part of regular ticket exchanges. This is really confusing to our patrons when they receive the email confirmation. They just want to see the returns that are currently being done.

I'm sure there is a way to pull this out using REST API and C# with the HTML template - maybe? Hopefully? - but I am super green with both the REST API and C# and my head hurts from banging it against a wall . :)

Any advice?

Thanks!

Kristine

Group bookings and ticket collection

Pip Atkins — Wed, 24 Jun 2020 05:16:09 GMT

Hi,

I hope you're all keeping well.

Long time lurker, first time poster here.

Ahead of reopening I'm curious as to how other organisations handle or will be handling ticket collection on orders too large to PaH, and whether anyone is up to something snazzy?

We have a cohort of group bookings too large to issue tickets via PaH (we're not using mobile tickets), pre-CV19 they have simply been issued in hard copy on arrival (for individuals to exit and re-enter as needed), but I'm wondering what our options are to minimise contact and queuing around this.

Thanks in advance.