About the project
The Hidden Cost is an independent study of the invisible labour that keeps digital running: the fixes, favours and firefighting that never appear on a job plan. It puts numbers on work that usually goes uncounted.
Who participated
187 respondentsacross five continents
A 159-question survey of digital professionals in museums, galleries, theatres, archives and cultural support bodies: from juniors to directors.
“Almost my entire day is trying to fix digital problems nobody has formally asked me to fix.”
– Digital lead · national museum, United Kingdom
About the author
Ash Mann
Independent advisor, strategist and facilitator with over two decades of experience working on digital in and around the cultural sector. Ash helps cultural organisations find focus and confidence when digital feels complicated or overwhelming, working at the intersection of strategy, technology, teams and audiences.
Over those 20+ years he spent 9+ years at Substrakt, the arts digital agency, latterly as Executive Director, and founded Digital Works – the sector’s digital conference, podcast and content programme. He is a trustee of Northern Stage and the Directors Charitable Foundation.
Learn more on ashmann.co
Project partners
DEN Kennisinstituut, Netherlands
Dutch knowledge centre for digital transformation in culture
Manifesto agency, United Kingdom
Digital transformation agency for purpose-led organisations
“Work that nobody counts is work that nobody funds. This research starts the counting.”
“To innovate and remain resilient, cultural organisations must understand the ‘hidden’ digital work that keeps services running.”
Inside the report
Dive into the report
Each chapter is built around a question cultural leaders keep asking — and the evidence to answer it.
Start with the Introduction