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David Lee King

Our Communicating Customers



Big ad on our website for the new library catalogMy library’s in the process of switching ILS systems – we just moved from SirsiDynix Horizon to a Polaris system (to all you non library types out there, I’m talking about our Library Catalog).

We just went live with the new system on May 23, and as you can imagine, it’s taking a couple of days to bring everything up, and get all the parts and pieces working like they should. It’s a huge, complex software/hardware switch, and it’s been a very smooth move, all things considered (mainly because we have awesome, great staff – they rock!).

We have two primary ways that customers can talk to us about the new catalog (well, discounting actually visiting the library and talking to us, and using the phone): an email form and through social media.

We set up an email feedback form that you can see in the catalog, and our customers are using it. So far, we’ve had maybe 20 or so customers communicate their love of the new catalog, their dislike of the “new thing,” or a specific problem with their account. Useful stuff.

Social media has been quite interesting!

First, I wrote a blog post about the catalog, complete with a short video. This post has received about 35 comments so far. Customers asking questions, and me responding to them.

Via Twitter, we have received some nice praise and good comments, including:

  • “Awesome! I’ve been hoping for this a very long time!”
  • “Can’t wait!”
  • “Good luck with the migration1 Bet the new catalog will be awesome!”
  • “We’re excited about the new catalogue! Not surprised that there are some hiccups.”

Facebook has been interesting, because some conversations were started by our customers.

This morning, one of our customers posted this: “Has anyone gotten into the new catalog?” And two people had a conversation about the catalog, about some of the third party things connected to the catalog (like our DVD Dispenser), and what was working/not working.

Since I’m one of the admins of our Facebook Page, I saw those conversations, and was able to answer their questions.

We also instigated some conversations. Yesterday, we posted this: “Today’s upgrade day & most upgrades to the catalog have been made. A few kinks are still being worked out, but you can now explore catalog.tscpl.org – and tell a friend! (Same goes for Facebook. We know you can use your influence to get us a few “likes,” right?;)”

… and that got us 25 Likes :-). And a couple more questions, too – which I answered via Facebook.

Why mention this? I find it fascinating to see conversations about library catalogs taking place via social media. 10-12 years ago – last time I helped with an ILS switch – I don’t remember seeing much customer feedback (though I’m sure someone got an earful). We didn’t se up email feedback forms, and social media pretty much didn’t exist yet. This time around, customers are helping each other, asking questions and tagging us … and I’m able to see them. And help. And hear.

Amazing.

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