Sunday, 9 August 2020

OPEN LETTER ... City of Launceston council explains how its cultural strategy will work


OPEN LETTER

While Ms Puklowski is correct in saying that “there is no Australian equivalent” to the Queen Victoria Museum and Art Gallery it is actually unprecedented for any council to run or operate such an institution as a cost centre.

Typically, and appropriately, such institutions are ‘funded’ by Local Government, community groups, sponsors, donors and occasionally State Governments but not operated or run by “councils.”

In Australia, Governments, Local, State and Federal, do not run or operate cultural institutions such as art galleries, museums, orchestras, theatres or indeed any other institution like universities, schools or research institutions but they do fund them however.

Typically, and appropriately, ‘governments’, entrust the operation of such institutions to experts and in order to do so they entrust Boards of Governor (Trustees!) to generate the policies they, as governments, as regulatory authorities, are prepared to fund.

Councils are quite simply 'regulators' and consequently they are entirely ill equipped to operate any ‘enterprise’  regulate them possibly – and that’s something that is clearly and well understood by Federal, State and Local governance as Ms Puklowski has somewhat poignantly observed.

To quote an anthropologist “A good start [now]might be to figure out what the hell [the QVMAG does] with the huge amount of irreplaceable material cultural artefacts that the museum holds, rather than embarking on yet another “Mission Statement”.  That is SOOO 1980s.”

Ray Norman
Launceston




City of Launceston council explains 

how its cultural strategy will work


DEFINING STORIES: City of Launceston's Tracy Puklowski is leading the development of a cultural strategy, which she says is about embracing stories. Picture: Paul Scambler


 DEFINING STORIES: City of Launceston's Tracy Puklowski is leading the development of a cultural strategy, which she says is about embracing stories. Picture: Paul Scambler
That diversity is what makes the city and region unique and it's those stories the City of Launceston council is trying to bottle.
The council has embarked on a goal to develop a cultural strategy and is seeking community input to define what Launceston culture is.
Creative arts and cultural services general manager Tracy Puklowski says the strategy will help underpin the council's understanding of culture and heritage, which will drive its future decision-making.
Ms Puklowski explained how the cultural strategy will work to The Examiner senior journalist CAITLIN JARVIS.
CJ: How do you, or the council describe culture?
TP: It's the x-factor that turns some paintings on the wall into an exhibition, for example. It's about that sort of power you get when people come together. But for me, this draft strategy isn't about me defining culture, what we're asking of people who participate is for them to take a look at the draft and think, does this have meaning.
The Launceston draft cultural strategy defines culture from respondents to an initial survey in this way:
"Culture springs, first and foremost from human interaction... making culture is a daily public event - not just in schools, in the media, in the 'culture houses', but also in the streets, shops, trains and cafes. Culture is not a pile of artifacts - it is us; the living breathing sum of us...This cultural strategy is people-centred."
Q: Why does the council believe we need this strategy?
A: It's about heading towards having a broader view of the things we need to have a really livable and successful city. The bigger view is the strategic drive for this is the ambition to make Launceston one of Australia's most livable and innovative regional cities.
The culture we have here in Launceston is going to be different to anywhere else. It isn't Melbourne, it isn't the Gold Coast, it's going to have its own distinct flavour. [ACTUALLY IT ALREADY DOES] Collectively it's going to be great for us to have that awareness and use it to tell our stories perhaps more successfully than we might currently.
Q: Who are you targeting in the community, in terms of what kind of engagement do you want for this strategy?
A: Anyone can be involved in the cultural strategy and we are encouraging that. But we also want to hear from people who are involved in particular activities, to share where they see themselves sitting in this framework.
We want it to be as inclusive as we can. Launceston's migrant community, for example, I would really hope the people who are newer to Launceston see themselves in this and have an opportunity to share their experiences. [IT IS JUST THE CASE THAT ONE MUST EMBRACE AND COMPLY WITH 'THE 'COUNCIL OPERATION'S REGULATORY DETERMINATIONS]
Q: Do you have any examples of types of cultural stories already existing, that you'd like to see in the final strategy?
A: Yeah well, you know, I think one example that we are really aware of is food because the food and beverage offering here is just so stunning. But what we are really interested in are those stories that aren't immediately obvious, what are the stories of the Cataract Gorge, or the stories of the amazing buildings, the architecture we have and stories of our Aboriginal culture, as examples.[HOWEVER ALONG THE WAY CONCEPTS LIKE CITIZEN CURATORSHIP & PARTICIPATION HAVE BEEN BUREAUCRATICALLY RULED OUT WHILE 'CITIZEN FUNDING' IS DEMANDED AND RELIED UPON]
We have a few different case studies in the draft document, and one of those relates to the community kitchen, which is run by the Migrant Resource Centre, so we are absolutely looking for all stories. [HOWEVER, IT IS JUST THE CASE THAT THE COMMUNITY'S SOCIAL SCIENCE & PHYSICAL SCIENCE NETWORKS & OTHER CULTURAL AND ENVIRONMENTAL NETWORKS BEING LEFT OUT OF 'THE PROCESS' APPARENTLY AIMED AT SMOOTHING OVER HISTORIES & ON THE RECORD NOW GIVEN THAT A 'CITIZEN'S ASSEMBLY OR ANYTHING OF THE LIKE' HAS BEEN RULED COMPLETELY OUT OF ORDER AT THE MOST RECENT COUNCIL MEETING]
Q: What would you say to criticism that this isn't a core function of the council, as we have all heard the adage of councils being responsible only for "rates, roads and rubbish"?
A: I think that it's more of a "both, and" scenario, I don't think that it's a competition in that way. I think all of those elements actually combine to make a really livable city and a desirable place to spent time or want to move to. Of course, you can never lose sight of the "rates, roads and rubbish" elements, that's absolutely fundamental, but we think the way people engage with culture is also fundamental. [BUT APPARENTLY, ONLY IN WAYS THAT FIT ALREADY DETERMINED WAYS GIVEN 'THE CONSULTATION PROCESS' IN PROGRESS]
Q: What role will the QVMAG play in the establishment and sharing of Launceston's cultural strategy?
A: Part of this document is looking at our strengths and one of those is absolutely the Queen Victoria Museum and Art Gallery. It's the largest regional institution and obviously, we are going to be very soon close neighbours with the University of Tasmania. The interrelationship between the museum and UTAS is going to open up so many opportunities and we see the whole area is going to be activated. [UTAS HAS BEEN IN THE REGION FOR A LONG TIME AND MOVING 'NEXT DOOR' WILL NOT AUTOMATICALLY CHANGE THE INSTITUTIONAL RELATIONSHIP GIVEN THE TWO INSTITUTIONS' DIFFERING OPERATIONAL IMPERATIVES ... SMOKE & MIRRORS]
It's not unusual for a local council to be running a museum, there are a huge amount of regional institutions throughout Australia that are run by councils but they're much smaller than this one, That's what makes us truly unique is that we're effectively a state-sized institution being run by local government. There is no Australian equivalent. [ACTUALLY THERE IS ABSOLUTELY NO AUSTRALIAN EQUIVALENT BECAUSE AN INSTITUTION THAT BLENDS 'MANAGEMENT & GOVERNANCE' AND FOR VERY GOOD REASON IT IS 'UNPRECEDENTED' ... IT 'IS UNUSUAL' FOR COUNCILS TO RUN & OPERATE A MUSEUM 'AS A COST CENTRE'... YES COUNCILS (LOCAL GOVT) 'FUND'  CULTURAL INSTITUTIONS  AND DO SO ALONGSIDE STATE GOVTS. THE CORPORATE SECTOR, PRIVATE DONORS ET AL THAT SUPPORT 'STANDALONE GOVERNING BODIES/ORGANISATIONS' ... ALBEIT IN SOME CASES MORE PROACTIVELY THAN IN OTHERS ... HOWEVER THESE INSTITUTIONS, FEDERAL, STATE & LOCAL GOVT FUNDED 'OPERATE & ARE GOVERNED' AT ARMS LENGTH FROM 'GOVERNMENT' FOR REASONS OF ACCOUNTABILITY & TRANSPARENCY]
Q: How can people get involved and leave their feedback for the cultural strategy?
A: We do have the online survey and that's open until the end of August. But we also have an online Q and A session that's going to be held on August 26th in the evening. That is a good opportunity for people to come along if they have questions and get them answered.
We did a huge amount of work on it in 2018 and last year we did start the community consultation and then COVID hit and we thought it wasn't the right time to be trying to get people to think about this while they were dealing with a pandemic. So, it was put on hold.
But now, with Tasmania at least mostly on top of the COVID-19 situation, we thought it was a good time to put it back out on the table and begin that community consultation again. In terms of timelines, we don't know when we will have the final document but we are hoping to have something done before the end of the year.
The draft cultural strategy and the online survey is found at Your Voice, Your Launceston[THE 'PROCESS'  INDICATED HERE HAS ALL THE HALLMARKS OF A TARGETED 'PUSH POLL' THAT SUPPORTS THE POSITION ALREADY ARRIVED AT ... IT IS CONCERNING THAT THE 'COMMUNITY CONSULTATION PROCESS' COMES AT A POINT WHERE THE COMMUNITY'S INPUT IS BECOMES TOKENISTIC IF NOT ADMINISTRATIVELY IRRELEVANT’ ... AS FOR 'ACCOUNTABILITY & TRANSPARENCY,' NEITHER ARE IN EVIDENCE AND IT SEEMS THAT ALL DETERMINATIONS WILL BE MADE IN CAMERA WELL AWAY FROM PUBLIC SCRUTINY]
TO READ THE REST CLICK HERE

Friday, 31 July 2020

CULTURAL ALERT: City of Launceston seeks residents' cultural stories for strategy




Launceston's famous, or infamous, blockie route is one of those classic city stories - it's woven into the fabric of the city's tales.

The blockie route was born because of changes to Launceston's CBD streets, when the introduction of one-way streets created a unique block for car enthusiasts to travel and be social.

The route's significance to Launceston's cultural and social fabric is an example of how culture can be everywhere, not just in arts or theatre, City of Launceston creative arts and cultural services general manager Tracy Puklowski said.

And it's those types of stories, the grassroots cultural stories that the City of Launceston council is seeking to inform its new cultural strategy.

The cultural strategy has been on the cards at the council for a few months, however community consultation had to be put on hold due to the coronavirus pandemic.

The draft cultural strategy lays out five proposed strategic aims for the council:
  • to respect Aboriginal culture;
  • to realise the potential of our cultural places and assets;
  • to foster creative practices;
  • reveal our cultural stories; and
  • build and extend partnerships.

However, Ms Puklowski said now was the time to reengage in that conversation, and said the council was conscious of how the pandemic had impacted the cultural and arts scenes.

"Culture is inclusive, it can be found anywhere," she said.
The City of Launceston draft cultural strategy can be found online, but Launceston residents are being encouraged to give their feedback via an online survey to help shape the final draft.

She said a lot of hard work had gone into the draft strategy and the council was seeking to identify what parts of Launceston's culture was important to the community.
"There is culture in everything, it's in our car culture, our art, our theatre, but it's also in our food and sport," she said.
"It is emerging through the identities of the people who live here, which is diverse." in Launceston's cultural lexicon, featuring in a recent web comedy series and even advertisements for National Pies.

"It's certainly become a part of that much broader identity of who we are as a city," Councillor Gibson said.

"Over the years the blockie route has caused the occasional problems with hooning behaviour, but it has also been a positive social outlet for many people growing up in the city."

Mayor Albert van Zetten said the blockie route had been identified as a cultural icon of Launceston, but said there were no plans yet to remove the route through traffic management.

Launceston's traffic management has been envisioned through the Invermay Traffic Master Plan and the recent Greater Launceston Traffic Vision plans.

Councillor van Zetten said no plans had been made yet on whether to remove Launceston's one-way streets, but that was part of the second stage of the council's City Heart program.

"We want to have a good understanding of what Launceston's cultural strengths are, which is why feedback from the community is important to us," Cr van Zetten said.

"That will allow us to begin work on the second phase of this project, which will be aimed at developing actions arising from the feedback we've received."

Are you an algerythm, a bunch of numbers, 
a pointless statistic or are you a person with 
beliefs, questions and aspirations?

COMMENT: This 'cultural strategy' has had more manifestations than the script for the movie, 'The Tale That Never Was'. Well yes there was COVID-19 but that shouldn't have drawn community consultation to a halt nor the research that lends substance to this kind of thing.

Here we cannot blame the journalist as clearly the problem is deeply embedded in the 'media release and briefing notes' 'that came out of the Orchestrator General’s Office at Town Hall. The task at hand it seems is make it all look "FANTASTIC" and "POSITIVE" irrespective of the city's, the region's, the place's, layered and and quite often larder of  somewhat 'Gothic stories'. 

Singling out 'LONNY'S blockies' as a signal for 'truth telling' is more than a little bit spurious in that it has a lot to say about the slanted and rather shonky process Town Hall is aiming to sell to what it imagines as an uncritical, compliant and sycophantic 'audience’. The aim it seems is to impose this process upon the community and make them pay for it. Rather than engage with 'the people', the people who know things, go find the ones who will not rock the boat and give them some money.

In the past Cr Gibson said that this 'cultural strategy' is something the city can be proud of and it, the city, could be a leader in this space in the state, and potentially in Australia. But the process he congratulates is at a standstill and he is/was dreaming.

Back then he said that "most importantly it's [the process is]  about recognising this is a lens that we now look through that makes Launceston one of the best places in the world to live," but he might say that wouldn't he – he yearns to be mayor.

Cr McKenzie claims that the process has taken so long because it is such a "huge strategy" to transform the city. But that's not what this should be about and Cr McKenzie's arrogance here is palpable as this stuff just isn't his role.
And as for Cr Finlay saying that the way culture had been "defined in the strategy" is really important. Well it is not Local Govt's role to DEFINE culture it is Local Govt's role to reflect upon it and respond to it – certainly not define it. Plus, what is being imagined as 'culture' is so far off beam it is laughable.
Asking a bureaucrat in any manifestation of governance, what ‘culture’ is, nowadays and it will earn you looks of bewilderment most likely. It’s the kind of thing everyone knows the answer to but when push comes to shove nobody, it seems, has a ready answer for you – at least not one that fits some convenient bureaucratic paradigm
So they'll shape it to their imagining, but especially if you are a historian anthropologist, cultural producer, geographer, geologist, natural scientist, whatever, you'll hardly be able to contain yourself.
Culture is the central concept, the corner stone, upon which the study of anthropology is founded. Anthropology encompasses that range of phenomena that are transmitted through social interaction in human societies. So, in this process where the hell are they? 
The bureaucrats are evident as is the odd politician who thinks that maybe having something to say might get a vote or two when their credibility is looking a bit shaky.
This council and its predecessors have been at this for a long, long, while, trying to put something in place that congratulates the status quo, the one that suits them, and importantly does not challenges anyone at Town Hall's world view. 
There has been a long line of 'experts from somewhere else' commissioned to tell Launcestonians who and what they are, all of whom have got it so, so very wrong, bureaucratically and politically. 
And, here we are at it again with yet another set of experts from somewhere else. Enough, enough, stop this rubbish right now and put someone in charge who has real professional credibility and who has some idea about what side up is.


Thursday, 30 July 2020

Launceston Town Hall and the service imperative

From lifesaving to sanity saving, good customer service works
Emma Brown ... This is advertiser content for Pennytel.[NOT THE CITY OF LAUNCESTON]]\

Nobody ever forgets good customer service - or bad for that matter, but today we're focusing on the positive. [INCREASINGLY IN LAUNCESTON QUESTIONABLE CUSTOMER SERVICE CAN BE BE RELIED UPON AT TOWN HALL]

Happy customers spread the word to friends, family and acquaintances with genuine enthusiasm, making great customer service a very cost-effective way to market your business. [WITH $ZILLION DEDICATED TO LAUNCESTON'S TOWN HALL'S MARKETING WE NEED TO WONDER IF RATEPAYERS/CUSTOMERS/CLENTS ARE HAVING GOOD EXPERIENCES]

These days it's even more imperative that you manage customer service well, as customers now widely share opinions of businesses through online reviews and social media. [POINT WELL MADE!]

This means bad service can spread like wildfire and damage reputations. [IT HAS, IT HAS AND IT CONTINUES TO DO SO]

But good news stories are also shared and repeated often, especially when a business is seen to go above and beyond for a customer. [THIS IS NOT ACTUALLY REQUIRED AT TOWN HALL BECAUSE CUSTOMERS/RATEPAYERS/CLINTS HAVE NO CHOICE AND MUST PAYUP OR GET SOLD UP]

Good customer service can even save lives such as in this case of a Domino's Pizza store in the US which resulted in a happy ending and many loyal customers. [NO APPARENT IMPERATIVE FOR THIS AT TOWN HALL]

Employee Tracey Hamblen had noticed one of their regular customers, Kirk Alexander, hadn't ordered for two weeks after doing so at least every other day for years. [HMMMMMM WOULD TOWN HALL NOTICE OR LOOK THAT'S THE QUESTION]

The restaurant manager asked a delivery driver to visit Alexander at his home to make sure he was okay. When the lights were on at his house but he didn't answer the door the driver called emergency services. [HHMMMMMMMMM ONE WONDERS]

 The police found Alexander in his home in need of immediate medical attention. He recovered at the hospital, but it's unlikely that he would have survived without that Domino's branch checking up on him. This may be an exceptional situation, but it shows how superb customer service can even save a life. Exceptional service, however, need not be limited to the out of the ordinary. It can be infused into every fibre of a business and every mundane daily interaction with customers. [SOMEONE NEEDS TO ALERT SOMEBODY TO SOMETHING HERE SO THAT RATEPAYERS AND OTHERDS CAN GET A BIGGER BENEFIT FOM THEIR MARKETING INVESTMENT IN $BIG]

Customer service plays a larger role than we realise in our everyday life. When done right, a positive customer service experience leaves a warm feeling and can even subconsciously bond people to a brand, product or service.

At its core, quality customer service is about making sure your customers feel they are valued, treated fairly, and appreciated by your business[SOMEONE NEEDS TO ALERT SOMEBODY TO SOMETHING HERE]

This can especially be true with telcos, [LOCAL GOVT TOO] where getting through to a support line or the right person, if there is a real human at all, is often harder than necessary. [SOMEONE NEEDS TO ALERT SOMEBODY TO SOMETHING HERE]

 It can feel like your issue will never be resolved, especially when told they will call you back after passing you around departments[SOMEONE NEEDS TO ALERT SOMEBODY TO SOMETHING HERE]

There are exceptions to this, such as telco Pennytel, who focus heavily on giving the best customer service experience possible[HHHMMMMMMM] 

Surveying their customers regularly after an interaction with the telco, Pennytel have discovered a whopping 85 per cent of them would recommend their services to others[RUN SUCH A SURVEY INDEPENDENTLY IN LONNIE AND SEE WHAT YOU GET]

 The reason for this can be illustrated by satisfied customer Lyn who reviewed Pennytel on ProductReview.com.au; "I could not be happier with my Pennytel service. Great coverage, no dropouts, good download speed, excellent customer service. It is so good to actually speak to a person reasonably quickly and have problems resolved with a minimum fuss. Well done Pennytel."  [HHHMMMMMMM]

When you call Pennytel there's little waiting. You'll also speak to a friendly, understanding customer service staff who will, in 94 per cent of instances, resolve your query on the first call[SOMEONE NEEDS TO DO THIS TEST AT TOWN HALL]

With this exceptional service why would you bother looking anywhere else! 

For more information call Pennytel on 1300 262 146 or go to Pennytel.com.au . [SOMEONE SHOULD CALL TOWN HALL ON 03 6323 3000 SEEKING THIS CLASS OF INFORMATION]

This is advertiser content for Pennytel. 

This story From lifesaving to sanity saving, good customer service works first appeared on Newcastle Herald.


SEE https://www.examiner.com.au/story/6827440/from-lifesaving-to-sanity-saving-good-customer-service-works/?cs=10252&mvt=i&mvn=f7df87c31e584dddba1d06c2b8b2e853&mvp=NA-TIMESITE-11239159&mvl=Size-6x1%20%5BHome%20Page%20left%20rail%20Position%205%5D