Ministry Matters: John Q. Visitor

ARTICLE: John Q's Web Reviews

Wed, 29 Aug 2012 21:46:17 GMT

By John Q. Visitor

Like many folks considering trying out a new church, Ministry Matters' "secret church shopper," John Q. Visitor, often takes to the web to find service times, directions, and other information before making that first visit. What visitors find (or don't find) on your website could make the difference between giving you a try and clicking that Back button all the way back to Google.

Today's Churches

Say I've just moved to a new town and have been involved in Baptist churches for most of my life. I Google, "baptist church [town]." These are the first two results I get. Church A is a large, well-programmed, fairly-traditional church with an emphasis on evangelism. Church B appears to be more medium-sized, but still with active programs for all ages. How will I decide which to visit first?

Vital Info

Service times and location/directions are the most vital pieces of information on a church's website, and both churches had this vital information close at hand.

I found Church A's times and address in 4 seconds and didn't even have to navigate off the home page, as it appeared with just a mouseover of the large "times and directions" button (which, honestly, was a little less user-friendly than clicking the button to a new page would have been, since I didn't expect the mouseover and clicked it the first time, which refreshed the home page rather than taking me to a dedicated times and directions page, but it was definitely clear where to find the info). Church B had "SCHEDULE" as one of its main headings across the top, which made it clear where to go, even if the eye had to search a few seconds longer to spot the word among the other headings offered.

Both churches get points for making this info very accessible, and not allowing the design to get in the way of the content. Web designer Terrell Sanders emphasizes this point in his free ebook, Get UnEmbarrassed: 10 Secrets to Effective Church Websites. "You can spend a lot of time agonizing over width of the navigation bars or the darkness of the drop shadows, but most visitors are just looking for your service times and your address the first time they visit your site."

Church A had mastered this simplicity, keeping its backgrounds neutral so that images and key navigation elements (three large buttons on the home page for "times and directions," "upcoming events," and "first time guests") were unencumbered.

Learning More

Beyond the "when and where" vitals, a person's next clicks vary according to family needs, theological concerns, or other personal issues one considers when looking for a church. ("What do you offer for middle schoolers?" "Is there a young adult Sunday school class?" or "What does this church do to help people in need?" are just a few possibilities.)

As a parent of young children, info about child care during worship is important to me. Is there a nursery provided? On Church A's website, neither the "First Time Guest?" nor the children's ministry page included that information, though the impressive view of their children's facilities and info about other children's activities gave me reason to believe that they do provide full child care, but take such basic amenities for granted. People not steeped in church culture might not make that assumption though, so it would be helpful to mention it on the visitor information page. (I finally did see that info on the FAQs page.) On Church B's "Schedule" page, mention is made of "multiple nurseries" and a Mother's Room for nursing even above the listing of worship and Sunday school times.

Dress code is another concern for some first time visitors. Though such info is often found on FAQ or "What to Expect" pages, neither of these churches mention style of dress. If a church does mention this, it is typically to point out a casual, "come as you are" environment, so one might assume a more dressy style in these churches. Whether a website mentions style of dress or not, this is one reason that photos or video of your worship services can be helpful. Images help a potential visitor know what to expect in terms of musical style, preaching, and overall aesthetic.

Perusing "About Us," "FAQ," and "What We Believe," pages on the two websites, I learned theological tidbits that might be valuable to me in making a decision of where to visit. (For example, Church B favors KJV, though does not consider itself "King James only.") There is no right or wrong when it comes to presenting your theological perspective on your website, since you want to present yourself honestly. That said, stick to the basics of your most central beliefs. Most potential visitors aren't concerned with the minutia of doctrine, and you wouldn't want to throw up a red flag unless it is a key part of your DNA as a church.

Overall Impressions

As I said above, design shouldn't get in the way of content, but that doesn't mean looks don't matter. Your website can tell people a lot about your church's personality without saying a word.

Is this a church that is "with it" and strives for excellence, or do you get the sense that at this church, you'd be stepping back in time—if not to the Protestant heyday of the 1950s, at least to the just-enough-out-of-date 1990s? Sanders makes a special point of saying there should be "NO CLIP ART" on your website. "You are telling the world you missed the memo when clip art went out of style 25 years ago," he says. The same goes for a wild array of fonts and colors.

Written copy can certainly have an impact on a potential visitor's decision to come or not come (especially if things seem very insider-focused or there are any doctrinal red flags), but in the case of these two churches, it is more an intangible impression that gives Church A the edge. The site's simple, clean design makes me feel that the church really cares about visitors, and the images and videos of their children's ministry made me gasp audible "wow"s. Church B, on the other hand, with its cartoony design and few images, feels a little outdated and run down. The words each church uses are comparable—possibly even better in Church B—but the feeling a person gets when researching a church online can make someone want to experience more in person.

ARTICLE: John Q. Feels Old

Thu, 08 Sep 2011 21:49:44 GMT

By John Q. Visitor

Just as secret shoppers help retailers know what real customers are experiencing in their stores, John (or Jane) Q. Visitor offers the real view from the pew in congregations large and small, raising the questions all first-time visitors ask: How will I be welcomed? Will I know where to go and what to do? Could I feel at home here?

How do first time visitors experience your church? Could this be your church?

Today’s church:

A midweek worship experience at a suburban megachurch. The service bills itself as "non-denominational" and is branded uniquely from the church, which is affiliated with a conservative denomination.

Before I went:

I discovered this worship opportunity online, searching for evening worship services in my area. The website gave me a good idea what to expect, through descriptions and photos of the worship, and through helpful FAQs addressing time and place, style of dress, childcare, parking, etc. Knowing the affiliation of the host church helped me know what to expect theologically from the preaching.

First impressions:

Despite the specific instructions on the website as to which door (of the eight or more) to enter through, and its location in relation to the main road, the parking lot was a maze through which I drove in circles and over sidewalks to find the door I was searching for. (Signs or parking attendants would have helped.) After that initial frustration, I found the childcare and worship space easily. While the church boasts an impressive coffee shop/cafe, the plain stuff (no decaf, just "reguler") was offered for free at a counter just outside the worship space. People seemed very friendly, both in the children's area and as I got coffee and entered the space.

The age and style of most attendees struck me even at the coffee kiosk, and I felt ever older and frumpier as I entered the worship space. I was certainly not the oldest person in the room, but probably would have been more comfortable sitting with the handful of Baby Boomers I spotted in another section than with the thousand or so college students and young twenty-somethings to whom I am technically closer in age.

Bridges:

I arrived early enough to find a seat easily, but it was nice to see greeters helping those who cut it close find open seats in the packed space. Given the rainy weather, it was impressive (and surprising) to see the great turnout, especially among the teen/college/young adult demographic. A countdown clock on the screens let me know exactly how long before the service would start, and the announcement slides scrolling on the screens gave me a sense of the community's other activities. The slide featuring the name of the message series starting that night piqued my interest and made me quite eager for the message, which I was confident would resonate with me.

The service began with two baptisms, including both a brief explanation of what the ritual means in this community (a helpful explanation, for any unfamiliar with the practice or who might have been raised in a tradition that does or views baptism differently) and summaries of how the men came to be connected with the worship community and to Jesus Christ. This sent a message to newcomers that this was a community in which people's lives are changed.

While I had not heard any of the worship songs before, they were easy to pick up on--a credit, perhaps, to the songwriters, rather than the band, but either way, I could participate and be moved in spite of the lack of familiarity. The provocatively-named message addressed the general issue of "why bother with church?" or "what is the church really supposed to be about?", a topic of interest to me and, I imagine, to many of those drawn to a non-traditional, non-Sunday worship experience such as this one.

Barriers:

As always, bridges and barriers are in the eye of the beholder, as something that makes one person feel more comfortable in worship (in this case, screens, darkness, loud music) might be off-putting to someone else. But, assuming that a newcomer is comfortable with the overall style of the worship experience, barriers can come in the form of things a person finds confusing, that make it hard to fully participate or understand what is going on.

Overall, the message was a bridge to me, being on a topic I often think and wonder about, but I would have appreciated a better understanding of this particular message's focus and its role in the series; however, no title or summary of this message and the others that would come later in the series was given. I've noticed this trend (of not providing titles or a schedule of messages within the series) in several contemporary churches today, and personally, I do not care for it. While perhaps they don't want people to come in with preconceived notions, I prefer to have some idea of what to expect, and the ability to put things into context of the larger series. This message alternated between exposition of scripture and self-effacing stories from the preacher, which were funny and added to his likeability, but often left me wondering "what does this have to do with the topic?" It became fairly clear by the end of the 40-minute message, but if I had even known the focus of this message, that distracting element of confusion might have been eliminated. As it was, the message seemed to address the overall topic of the series, like a general introduction, perhaps, but I still have no idea what other aspects of the issue will be addressed in coming weeks. (Note: looking at the website several days later, I see the video of the message online, with a title and the focus scripture, but only after the fact and with no preview of coming weeks.)

Another barrier for this first-time visitor might also be the general demographic of the community--again, something in the eye of the beholder, since for college students and recent grads who might see no one their own age in many churches today, this community would be a dream come true. I can certainly appreciate that, and am very glad to see a place that is reaching that demographic so well, but personally I wondered if I would be able find a niche in this community. Given the number of children my own child's age in the nursery (and, presumably, a comparable number of children in each age's classroom) there must be a fair number of young families worshiping here, but it would take a concerted effort to connect with them amid the sea of young, hip singles.

Bottom Line:

These barriers are not enough to keep me from giving this worship community another try (and a second visit is what you really want from a first-time visitor, right?) but are things I would be thinking about on subsequent visits. The bridges of good music and a message that connects with a real felt-need in my faith are quite valuable, especially if considering only the weekly worship aspect of this community. Connecting with others and building the relationships that would hold me to this community long-term would require personal initiative that some visitors will have and some will not--a fact that is true of most churches.

ARTICLE: John Q. Goes Alternative

Wed, 17 Aug 2011 20:05:59 GMT

By John Q. Visitor

How do first time visitors experience your church? Could this be your church?

Today's church:

A casual alternative service at a generally more traditional church. (Not being a technical term, "alternative worship" might be roughly defined as a smaller service distinct in style, venue, and target demographic from the church's main services.)

Before I went:

I became aware of this evening service through the signs posted along the road in front of the church, which is a prominent edifice along a well-trafficked road. I googled the church itself to find more information, and found the service featured in a rotating carousel on the home page. Clicking that feature, I was taken to a separate site branded specifically for this service. The time and location of the service within the church's facilities were easily found, as were a list of FAQs that answered both of the main questions in had before going: a) was child care offered? (yes) and b) could I wear the shorts I was already wearing or should I at least wear pants? (The FAQ read "can I really wear flip flops?" and the answer emphasized a truly casual, "come as you are" dress code.)

First Impressions:

Entering the parking lot, we easily spotted the door through which we should enter, and were greeted there by a friendly man who asked if we needed directions to the nursery or whether we would be keeping our daughter with us. We asked to be pointed to the nursery, and while we followed the signs, the door we found read "emergency exit only." Not seeing an alarm or an alternate door, we opened it anyway and came into the back side of the nursery, which the nursery worker seemed fine with. (We learned that the sign had been placed there to help people avoid a logjam in a narrow hallway on Sunday mornings, and after the service we discovered the "correct" path to the main nursery entrance.)

The worship space was in the gym, but successfully transformed such that one hardly noticed the basketball goals on the edges of the space, which was made cozier by curtains and even chandeliers hanging from the high ceiling. The team coordinating this service clearly put great effort into the space (presumably having to tear down and recreate the space each week). A long table running down the center aisle featured an elaborate thematic display coordinating with the sermon series, and a hospitality area outside the worship space offered coffee, snacks, mission opportunities, and even an art display.

Bridges:

What helped us feel included and connected to this worship community? From the website to the parking lot signage to the greeter to the carefully planned and prepared space, we had the distinct feeling that they had prepared for us. Odd and self-centered as that sounds, this seems to be a part of hospitality that is sometimes overlooked. Friendly people matter, of course, but seeing the effort and care put into the service made us feel comfortable and welcomed in itself.

A worship band that felt professional and yet low-key and folksy (in a good way) kept the atmosphere comfortable, and a "man on the street" style video before the message helped us connect with and reflect on the key question of the series. Prayer stations on the edge of the space enabled worshipers to respond to the message in a unique way after receiving communion. The church clearly invested a lot in the service--not just financially and in terms of time and people, but organizationally, as great care was taken in planning each aspect of the service.

Barriers:

The guiding notion behind most alternative services, it seems, is to build bridges between church and those who may not connect well with more formal expressions of organized religion. Thus, those planning alternative worship are typically quite attuned to the potential barriers that may alienate visitors--insider lingo, extreme formality, and lack of instruction on where to go and what to do to participate fully in the service. This church was clearly very intentional about being a bridge-builder and honestly did not throw up any major barriers to that connection, aside from our confusion about the nursery door. Communion could also have generated some confusion for some visitors, as the method in which the bread and juice were given was not explained for the benefit of those unaccustomed to that method. The message ended in a cliff-hanger style, leaving people to connect the dots on their own, which could potentially be confusing or offputting to some, but not necessarily moreso to a visitor than to the average attendee.

Bottom Line:

Alternative services are designed to offer something different and unique that is appealing and accessible to the over-churched, de-churched, and un-churched, and this service seemed overall to succeed in that goal. The key lesson for all of us to take away is that intentionality and investment go a long way in creating a successful worship experience.

ARTICLE: John Q. Finds Welcome Trumps All

Tue, 28 Jun 2011 19:32:33 GMT

By John Q. Visitor

How do first time visitors experience your church? Could this be your church?

Today’s church:

A medium-sized suburban congregation in a liturgical, mainline denomination.

Before I went:

I decided to visit this church in order to hear a certain guest preacher the church was hosting, so I did not investigate anything further about the church before going. Had I looked up the church’s website, I would have easily found service times and directions, and enough information to give me a good sense of the church’s identity and mission, which accurately reflected what I did, in fact, experience there. (However, the site still featured the Holy Week and Easter calendar in late June, it should be noted.)

First impressions:

We were welcomed every step of the way at this church, not by parking attendants, ushers, or anyone else “assigned” to do so, but by ordinary members who saw someone new and extended a sincere and friendly greeting. The greeting time during the service was somewhat lengthy, but because people truly “made the rounds” to greet many different people, not because it turned into chit-chat time, which can happen at some churches.

A wall of nametags near the door and creative posters about the church’s ministries in the lobby reflected their emphases on hospitality and mission. Great diversity in age, race, and ethnicity revealed a truly welcoming community.

This was clearly a congregation that laughed easily, responding to jokes in the sermon and from other worship leaders, and even during the scripture reading, when the reader gave appropriate inflection to a humorous line in the text.

Bridges:

This church built bridges of accessibility that helped mitigate the formality of the liturgical tradition. The sanctuary was modern and arranged with the altar and pulpit on a long wall of the rectangular space, such that no one in the semicircular rows was too far from the “action.” While the liturgy included many responsive readings and litanies, the language was contemporary, with even the Lord’s Prayer using “your” instead of “thy” and “sins” instead of “trespasses.”

Communion was conducted in a less formal, more communal way than one sees at most churches, which could have been confusing, but was well explained for the benefit of guests and felt very meaningful.

Barriers:

Sometimes “barriers” to full participation and engagement with the service simply come down to a matter of taste. Despite the modern language, I still found myself bored with the many recitations and hymns that I did not know. (However, unlike some churches where even long time members have trouble singing less well-known hymns, most of this congregation sang out strong, prompting the guest preacher to comment on their enthusiasm and joke, “If you’ll mumble through the remaining hymns, I’ll feel much more at home.”)

The bulletin included the full text of some litanies, and an insert included some of the hymns, but others had to be found in a separate prayer book or hymnal. Juggling various papers and books can be confusing and distracting for many guests, and frequent standing and sitting likewise can make the visitor focus more on “what am I supposed to do now?” than “how is God speaking here?”

Bottom Line:

True hospitality covers a multitude of sins (not that this church had that many). Though I'm usually skeptical of this notion, visitors really will overlook a little boredom, a little confusion, or an out-of-date calendar if they sense that this community is truly caring and will easily welcome them into the fold.

ARTICLE: John Q. Gets Word Overload

Thu, 26 May 2011 16:48:28 GMT

By John Q. Visitor

How do first time visitors experience your church? Could this be your church?

Today’s church:

A medium-large suburban congregation in a conservative denomination.

Before I went:

I had been curious to visit this church for a while, after passing its location on a major thoroughfare many times. Visiting the website to find the service times, I scrolled up and down a few times before seeing a link for service times and directions. The link was fairly near the top, but was hard to spot due to the sheer bombardment of words and links and lists.

Beyond that crucial info I was looking for, I didn’t see anything that would help a visitor know what to expect. The abundance of information on the website appeared mainly directed at members. Without time to listen to a sermon podcast or watch a service online (the church streams its services live, and then has the archive available), I headed to the church armed with only my assumptions about this church’s denomination.

First impressions:

As soon as we entered, we saw a manned visitor information table where we asked directions to the nursery. The woman pointed us down a nearby hallway and we dropped off our toddler with friendly, capable-seeming people, but no check-in process at all. With relatively few children there, I had little doubt they could keep track of her and hopefully remember her name, but there were no procedures for security or to be able to notify us if there were a problem. (We noticed in the service that apparently parents are encouraged to keep even very young children in the service, as the bored and wriggly little ones in worship outnumbered those in the nursery by far. Kudos for offering a nursery anyway, even if that's not the preferred option.)

Coming back by the visitor information table, the woman encouraged us to fill out a contact card, which we declined, and handed us a folder of information about the church. Both the presence of the visitor’s table and the contents of the welcome folder are excellent offerings for newcomers, but most of the information in the packet would be equally if not more useful online, given that most potential visitors will check out a church’s website before going.

The welcome brochure went into great detail about the church’s theological tradition and why they do things the way they do. This is excellent information, just quite a lot of it, and bordering on preachy and defensive as they emphasized certain points in all caps, seemingly pointing judgmental fingers at traditions that do things differently.

Bridges and Barriers:

Bridges and barriers seem to go hand in hand for this congregation, as they make steps in the right direction toward making things accessible and welcoming for newcomers, but then seem to throw up roadblocks with their zealous efforts to reinforce their traditions.

For example, there were two large screens on the wall for projecting song lyrics and other information, which is a wonderful way to help worshipers (new and old) participate easily in the service. However, this church seemed to use the screen as an electronic bulletin and hymnal, projecting far too much content—including the musical staff and all four stanzas, scanned straight from the hymnal—making most of the words too small to read from the middle of the sanctuary. Printed hymnals were available as well, and many people used them, some as a matter of tradition, I’m sure, and others who—like me—could not read the screen's tiny type.

The church leaders also were very intentional about explaining the significance of certain elements in the service, such as communion and the offering, which is a great way to demystify practices that are common in the church but might be foreign to those not raised in church. Their explanations were not directed particularly at visitors, but still could provide a bit of context for the uninitiated. The problem, however, came in sheer length and tone of these 5-10 minute introductions. Scripture-enhanced emphasis on how one should pay the tithe every week and reflect seriously on the crucifixion of Jesus when receiving communion crossed the line from godly counsel into didactic guilt trip.

This church takes very seriously its role as spiritual guide and instructor for its people. That is something to be applauded, but also approached with caution. It is possible to over-explain and over-instruct, to the point that even committed members—not to mention visitors—start to tune out.

Bottom Line:

Between lengthy announcements, preachy communion and offering introductions, and a methodical 30-minute sermon in which the pastor casually threw out dozens of Bible citations as if they were t-shirts shot into the crowd at a basketball game, we felt bombarded with information but had little real experience of worship. There was no margin left for those ineffable moments with God that simply cannot be put into words.

I think my mother, who was visiting with me, summed it up best when she leaned over and said, “They talk too much.”

Less is more, Church. Less is more.

ARTICLE: John Q. Goes Downtown

Mon, 09 May 2011 16:00:21 GMT

By John Q. Visitor

How do first time visitors experience your church? Could this be your church?

Today’s church:

A historic, tall-steeple, downtown church in a mainline denomination.

Before I went:

Like many people in the community, I was aware of the church already due to its prominent downtown location and beautiful building. I also spotted its listing in the phone book, where it had a slightly-expanded listing under its denominational subheading. While the larger ads on the page drew more attention, if a visitor were looking for a church in a specific denomination, this would clearly be the listing that jumped out, with service times and web address listed in addition to the address and phone number all churches have listed.

I went to the church’s website for more information, and my eye was first drawn to a promotion on the home page for the children’s musical program, which looks quite appealing, though the performance is still several months away and the info was mainly directed at parents whose children might be interested in participating.

The “visitors” tab was not very prominently placed, so I actually looked in several places on the site for directions and other info before finding it. When I did, I found service times and a map, and a link to learn more about the denomination. I looked at the children’s ministry page in hopes of finding nursery information, but found only a link reading “schedule childcare,” which worried me that I would need a reservation for my child to come, but clicking the word “childcare,” I found that the two links were just unfortunately placed too closely together. The childcare link led to the website of a church in another state, so I felt confused but still reasonably hopeful there would be a nursery, simply due to the size of the church.

First impressions:

Driving anywhere in a downtown area makes me nervous, especially when I know I’ll need parking. Approaching the church, I hoped I would see a sign directing me to an appropriate parking lot, but did not. The lot of a business across the street seemed to be filling up despite the fact that the business was closed on Sundays and signs indicated the lot was for that business only. “Violators will be towed.” I parked there, hoping not to be towed, and seeing nicely-dressed people parking nearby increased my hope.

A man held the door for my daughter and I to enter, but only greeted me after I said “good morning” to him. We passed numerous others as we made our way inside, but no one spoke to me or offered directions. I saw no signs pointing me to a nursery, but using intuition gained only through many experiences with church, I headed down to a lower level and indeed found the nursery there.

The ladies working the nursery were very friendly and directed me on signing in and taking a wristband that matched one they put on my daughter. My daughter was clingy and didn’t want me to leave her, but the nursery workers urged me to go on, as good child care workers do, knowing that children settle down once the parents are out of sight. “She’ll be fine,” the woman said comfortingly. “And if not, we’ll come get you.” How would they find me in a sanctuary of 300 people, I wondered? I suddenly gained a new appreciation for the beepers and child-identification codes that can sometimes seem impersonal at other churches. I sat near the back of the beautiful old sanctuary and on a side aisle, but still worried about my child for the first half of the service in way I would not have if I’d felt more confident the nursery could reach me if needed.

Bridges:

What things built bridges helping the visitor connect to the church? In a very traditional setting such as this, it is largely prior experience in church that helps a visitor know what to expect. The pews, organ, pulpit, hymns, clergy robes, etc., would all feel familiar to most anyone who grew up in church, or even if the visitor had only seen church as represented in television shows and movies! So long as those prior experiences were relatively positive, those traditional elements will be a bridge for the visitor to feel comfortable in this church.

The bulletin provided a clear guide to what would be going on in the service, including the full text of prayers (minus the pastoral prayer, of course) and responsive readings. This made it easy to participate without having to find correct pages in a book, only needing the hymnal for the hymns.

The church also made a clear effort to explain liturgical elements that might be unfamiliar to some. The pastor offered a brief explanation before the Prayer of Confession, indicating that these are both individual and community-wide sins we are confessing, perhaps alleviating concerns of those who associate “confession” with the Roman Catholic sacrament. Also printed in the bulletin was a brief background to the historical context of the Affirmation of Faith that was read. This would be somewhat of a “fun fact” even to those familiar with the Affirmation, but especially interesting to a newcomer who wondered “why are we saying this?”

This church seemed to have a clear sense of its identity, which is a great thing for those visitors who mesh well with that identity. This church is very appealing for people who enjoy classical, high-church music, and who are fed by intellectual discussion of spiritual matters. The sermon, while fairly long, contained very eloquent exposition of the Scripture, and the church’s Sunday school classes appear to emphasize serious Bible study and application of biblical themes to modern cultural issues. The bulletin lists a great array of opportunities for fellowship, education, and ministry.

Barriers:

Barriers to visitors’ connection with and integration into this church might be summed up in one word: assumptions. They assume you know where to park. They assume you know where the nursery is. They assume you know the tune to the musical responses they sing every week. While the church showed some awareness of the potential for these assumptions in the way it explained the confession and affirmation, there are many other assumptions the church should reexamine from the perspective of a visitor.

This is a trap many older, well-established churches fall into, as they consider visitors a nice bonus, but are not actively seeking to bring new people into the fold. This can result in a dichotomized insider/outsider mentality that—while happy to accept outsiders who wish to become insiders—ignores the sensitivity and fluidity of the process by which outsiders gradually become insiders.

For example, a bulletin blurb announcing an upcoming area-wide conference on young adult ministry asks the question, “What are we doing to include young adults in our church?” A great question for pastors and middle-aged and older adults, but what about for the young adults themselves who might read that in the bulletin? The implication is that it is “our” church, and young adults are simply guests in “our” home.

Bottom Line:

This church knows what it is all about, and does it well. I imagine the insiders of this church experience an extremely rich community life, fed by great class discussions and family activities. Some changes are in order, however, if the church wishes to truly welcome visitors, starting with a reevaluation of their website and signage in and around the building.

ARTICLE: John Q. Gets Red Carpet Treatment

Mon, 02 May 2011 16:34:57 GMT

By John Q. Visitor

How do first time visitors experience your church? Could this be your church?

Today’s church:

A young, nondenominational church meeting in a school auditorium. Located in a suburban area, this church seeks to attract young families who may have drifted away from church or never cared much for church to begin with.

Before I went:

I became aware of this church via its prominent, monthly ad in a local parents’ magazine that is distributed free-of-charge at grocery stores, children’s stores, and pediatricians’ offices. If you’re aiming to attract young families, it’s hard to imagine a better place to advertise.

As so many first time visitors (or potential visitors) do, I checked out the church’s website to find details about service times, location, etc. The website had a clear “new?” tab where new people could find the pertinent information, and sure enough, location and time were the first two items there, followed by a link to see the location in Google Maps.

Through the website, I was able to learn a bit about the church’s theology and the fact that guests should feel free to wear jeans. I also noticed a “guest survey” link through which I can go back and leave anonymous feedback. Great idea!

Knowing I would be taking my child with me, I looked for and easily found the section (actually, a link to its own website) about their children’s ministry. As on the main church homepage, there was a prominent button for “first time visitors.”

First impressions:

The people at the front door and the children’s sign-in table were all very friendly, and the woman leading child care sign-in gave me an excellent introduction to the facility and procedures, including the fact that all child care workers have had background checks. I was given the “stub” from my child’s name sticker, with the code that would appear on screen in worship should my child need me. Every effort was made to ensure I feel comfortable leaving my child during worship.

I was early for the early service and while the auditorium—the back portion, at least—filled up over time, I felt a little “out in the open,” with no one sitting within an eight foot radius of me. The church might consider roping off some of the far sides of the wide space, to give the central area more of a critical mass, but to their credit, no one commented on the sparseness from the stage or asked people to move forward or together. While such a request is sometimes necessary if the space is filling up and latecomers need aisle seats, people tend to sit where they are comfortable and do not like to be asked to move.

Bridges:

What things built bridges helping the visitor connect to the church? I’m rarely this early for a church service, but being in my seat and actually waiting for the service to begin, I appreciated the use of a countdown clock on the screen. Despite the many empty seats at starting time, the band still had plenty of energy and drew me into a spirit of worship. (It should be noted that loud and energetic praise music is only a bridge for those who enjoy that type of worship music, but ear plugs were available in the lobby for anyone who wanted to soften the volume a little.)

The church appeared to make interactivity a goal, which is especially nice in a contemporary setting where use of screens and stage lighting can sometimes seem to separate leaders and congregants. The worship leader stepped back from the microphone for at least several lines of each song, letting the congregation hear itself sing. Likewise, the preacher (likely called a teaching pastor in this context, but no title was given) asked questions occasionally, allowing the congregation to shout out responses. A notice occasionally appeared on the screen telling people they could text questions to a certain number.

The message (about making significant changes through a series of smaller steps) closed with several very practical suggestions for taking steps to grow closer to God—a Bible-reading program, a class the church offered for learning more about Christianity, baptism, and more personal steps like forgiving someone you have held a grudge against.

Barriers:

Barriers that might keep visitors from connecting to the church are often in the eye of the beholder, as something that one person finds appealing and inviting could be a turn-off for another person. This church very clearly aims to help people with no knowledge of the Bible or religion feel comfortable. Even prominent biblical figures were referred to as “this guy named Abraham.” However, the danger of aiming at the “lowest common denominator” (for lack of a less-pejorative term) is that others can feel talked-down to. Giving simplistic summaries of biblical stories and theological concepts can imply that information is being given on a “need to know” basis, and can shut down future reflection on or engagement with the text or concept.

The preacher’s first reference to Scripture (approximately one-third of the way into the message) included a simplistic—and not actually scriptural—comment explaining away something unusual in the passage. The moment inadvertently turned a brief reference to a minor Old Testament figure into a defense for literal interpretation of an odd passage. To a visitor predisposed to think that church requires people to “check their brains at the door,” this explanation that defies critical thinking would raise significant red flags. Given that the passage was not central to the message’s point, it might have been better left out altogether, rather than requiring a distracting aside.

I imagine that classes the church offers go into much more depth, and this likely reflects a very conscious decision to make Sundays über-accessible and save the tougher stuff for smaller, more informal settings. Several learning opportunities were mentioned during the service, and the website says small groups are emphasized for relationship building and spiritual growth.

Bottom Line:

This church did an exceptional job making a first time visitor feel welcome and comfortable. When it comes to the message, however, it might be good to approach the Bible a little more seriously—especially if you take it literally.