5 Steps to Make Your Organization Sound Human Online

Be more human onlineI’ve been seeing a LOT of ReTweets of a guest post I did today, so I thought I’d share it here, too. I recently posted 5 Steps to make Your Organization Sound Human Online at the V3 Integrated marketing blog (thanks, guys!), and it was reposted at Ragan.com.

here are my 5 steps (go check out the article to see the rest of the story!):

  1. Type Like You Talk
  2. Be Visual
  3. Use Video to Connect
  4. Ask Questions
  5. Celebrate Customer Loyalty

So – check out the article, leave comments, share it, etc!

image from V3

A visual Social Media Strategy: Show, Don’t Tell

face2face at inc.comMy new book, Face2face: Using Facebook, Twitter, and other Social Media Tools to Create Great Customer Connections, was just mentioned in this Inc.com article – Better Social Media Strategy: Show, Don’t Tell. Sweet!

In the article (sort of an author interview type article), I provide five tips on communicating with your organization’s customers using visual social media tools like Pinterest, Facebook photos, and Instagram.

Here are my five tips to create great visual communication that are mentioned in the article:

  1. Show your stuff
  2. Show your staff
  3. Get close
  4. Great lighting is key
  5. Make your photos helpful to customers

Each point is explained in more detail at Inc.com, so go read the article for more information (and thanks, Marla Tabaka, for the mention!).

And if you like that info … remember to buy my book!

 

My New Book – Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections

My new book - Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer ConnectionsMy second book – Face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections – is out! The official “just released” date is in September, but it’s showing up in Amazon already, so I’m sharing now.

Here’s a short blurb about Face2Face:

Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing—yet relatively few firms are doing it well. With Face2Face, David Lee King (Designing the Digital Experience) presents a practical guide for any organization that aspires to create deep, direct, and rewarding relationships with patrons and prospects.

Going far beyond Facebook and Twitter, King demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. He suggests ways to connect with customers using photos and video, communities and networks, and specific tools such as blogs and location services. He uses real-world examples to illustrate the do’s and don’ts of responding to criticism, and explains why and how listening, tone, human-centered site design, and measuring results are all critical components of any customer engagement strategy. (from Information Today’s page about the book).

Why did I write Face2Face?

I’ve read a lot of books on social media and the emerging social web. For the most part, they tend to focus on large, multi-national corporations like Ford, or extremely innovative startups like Hulu. Great examples of companies doing it right … but how about the small mom-and-pop shop down the street from the library? There are a TON of organizations and small businesses that have a web presence and/or a social media account set up, but they don’t really know how to use those tools to connect with customers and potential customers.

My book provides practical next steps for these organizations to start connecting with their customers in online settings. Great for libraries, non-profit organizations, small businesses … and anyone wanting to improve their social web skills!

More info:

Enjoy!

Enter the Library Market & Drive Sales with Lessons from Patron Profiles #BEA

BEAThis is a presentation all about book research and the library market… could be interesting…

Rebecca Miller, Editor in Chief, School Library Journal

giving an overview/breakdown of public library book budgets

2011 – public libraries carried an average of 4000 ebooks.

ebook budgets spiked in 2011 over 101%

Kelly Gallagher at Bowker Market Research

talking about their Patron Profiles study…

9046 US public library ssytems

16,698 public library buildings

169 million public library users …

Meet the power patron – customers who visit the library at least weekly (physical visits):

  • 61% female, average age – 48
  • average income – $61,000
  • 62% with a college degree or higher
  • 39% with kids under age 18
  • what do they do at the library? 65% borrow books and media. 59% browse shelves. 40% search the catalog. 43% place holds on stuff.
  • clear link between borrowing and buying: 61% – purchased books by an author whose works were previously borrowed from the library. 37% – purchased book previously borrowed fromt he library. 35% – used the library to discover new authors or genres
  • library patrons are also buyers

Ebook users read more.

Ebook users – 67% purchased books by an author whose works were previously borrowed from the library. Wow.

Takeaways – libraries are a win-win system for marketing, sales, and discovery for books and publishers.

Skip Dye (Random House)

wants to encourage discoverability – this research helped them

wants to be format-agnostic

Said it’s up to the consumer how they want to read/listen. However they want to do that, that’s what is important.

future of print – Skip is old-fashioned. Thinks the format will survive, but change.

George something from Baker and Taylor

talking about exploding digital content in libraries

He also said they should be device agnostic

66% of public libraries experienced a “dramatic” increase in ebook requests

average holdes-to-copy ratio target is 6:1, but actual is closer tro 12:1

Hmm – claimed their Access 360 desktop reader is format agnostic. To that I’d say no it’s not. Can you open up a book from Overdrive through it? I’m guessing not.

showed Orange County Library’s Axis 360 ebookstore – an example of buying the book through a library

What Librarians Wish Publishers Knew: We Build Buzz #BEA

BEAA panel with five people… moderator – from earlyword.com

publishers have been talking about libraries as discovery venues

Why? Brick & mortar stores are disappearing, so libraries are a great place to actually still touch stuff.

Modern public library is designed to display books, library websites are just starting to display books

Michael Colford – their catalog

  • they use Bibliocommons
  • Bibliocommons sites sorta share audiences – if you put up a book trailer, it’s shared across all sites
  • interesting comments about books as our brand. He thinks we should embrace that instead of distance ourselves from it
  • discovery – make the book easy to find, make similar books easy to get as a second option, make a buy it now button easy to find too. Have all of this be a complete library experience, rather than sending someone off to an outside store.
  • Reader’s Advisory – reviews, book trailers, aggregation of book blogs – pull all of those together
  • hook events into the catalog – mentions of, other libraries, live stream these from the catalog, etc
  • de-emphasize the best sellers. We build the reader, and are market-makers for books and authors. Connect people with other books besides the best sellers

Sari Feldman, Cuyahoga County Public Library

  • 40% of their materials budget is for print books, 60% for other things
  • They focus more on best sellers than Boston Public does
  • They consulted with Nancy Pearl to help them re-work their readers advisory focus
  • She said there are no bookstores in Cuyahoga County (then she said there are two independent bookstores). They are The Place for books
  • They use their Facebook Page heavily. Readers advisory – tell us three books you love, we’ll tell you three more you will love. Love this idea!
  • People are looking for recommendations on Facebook – people come there to chat about it, and other people answer (the librarians do too).
  • They want their website and catalog to have that energy too

Lynn Wheeler, Director, Carroll County Public Library

  • They chose a book – The Dressmaker – bought a bunch of them and displayed it in all of their branches, promoted it in all branches, held an author talk, did programs around the event, etc. Made the book a local best seller.
  • you can do partnerships – example was a partnership with schools
  • battle of the books – bought a bunch of books, then had kids vote for books. Gave a set of the books to the schools who were competing. Held a trivia type event in the schools. Gave a huge trophy to the winners.

Virginia Stanley, Director, Library Marketing, HarperCollins

  • library marketing
  • do Skype sessions with the authors