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David Lee King

People are Human, Brands (and Organizations) not so much



I recently read this post, Why your nonprofit needs a personality and NOT a brand, on John Haydon’s blog. Here’s a snippet:

“Most of the people you connect with on Facebook and Twitter are your friends. They’re people. They have personality.

And I bet that you spend 95% of your time connecting with people – not companies. And even when you do connect with a company, your best experiences are defined by the people who work at that company (think Zappos).”

Reading that made me think – how does my library work on giving our organization “personality?” How are we, as a system, acting more like people rather than an organization?

Hard question, huh?

Here’s what we’re doing (off the top of my head). What can you add to this list?

  • Blog-based content focused on our collection and events. Our content creators’ personalities shine through in their writing.
  • we include pictures and full names for every blog post. Same with our public-facing staff directory. This allows our customers to connect with actual people. And it works – I get emails and phone calls from customers wanting to talk to the “techie dude” every week.
  • We send staff out in the community. We do this through our bookmobiles and other vehicle-based delivery, through offsite programs and events, and through our speakers’ bureau. Again, this gives a face to the library.
  • We have an Ask Now button pretty much everywhere on our website and catalog that connects to IM chat reference.
  • We use multimedia – pictures of events, videos, etc. Visual ways to introduce staff to customers, and to make our library more personal to customers.
  • We share what us librarians are reading, using Goodreads and LibraryThing widgets (think staff picks – see examples here and here).
  • And of course, we’re using social media – Twitter, Facebook, Youtube, etc.

So – that’s some of the things we’re doing to create a Face2Face connection with our customers.

What would you add? What’s your library doing? Please share!

photo of smiling people by Bigstock

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