We often say we want people to not only gain information from Iowa State University Extension and Outreach, but also have an“experience.” When someone makes this comment in a meeting, we all nod our heads in agreement. As I was driving back from eastern Iowa last week, I did what I often do, and started wondering about the stuff we all nod our heads about.
What do we mean when we say we want people to have an experience? What kind? Who gets to have it? Who is defining the experience? Do we all mean the same thing when we say experience? I looked it up, and there’s a lot of room for interpretation. (See http://www.merriam-webster.com/dictionary/experience for starters.) So I did a little reading. Brian Solis, an expert in branding, says we are in a new era of marketing and service, “in which your brand is defined by those who experience it.” Solis argues that no one engages with a company or organization hoping for ordinary. Everyone is seeking a remarkable experience.
I think the future of our organization lies in shared experiences. However, do we have a responsibility to plan those experiences, or is whatever our clients experience by default good enough? We have to consider what these experiences involve, because our clients will tell their friends not only about what they learn, but also about what they actually experience. Do their experiences align with expectations of the ISU Extension and Outreach brand or are there gaps? How do we create and deliver meaningful and shareable experiences to ensure that more Iowans engage with us? What are we asking people to align with if we haven’t defined the experience? What do we want them to be part of?
When Iowans are having an experience with Extension and Outreach, it should be clear to them that they are engaging with Iowa State University. There should be no question that they are receiving research-based education. They should readily understand that we are their lifelong partner as they seek personal and professional satisfaction and success for their communities. We provide education and deliver experiences; both are equally important. We need to define and design the experiences with as much thought and effort as we define and design the education so Iowans will engage with ISU Extension and Outreach as lifelong partners. See you there.
P.S. You can follow me on Twitter @cathannkress.