customer service

Facebook in the Library – an ALA Techsource Webinar

by David Lee King on October 25, 2011

ala tachsourceWanted to make sure you know about this – on November 2, I’ll be leading an ALA Techsource webinar on Facebook. It’s titled Facebook in the Library: Enhancing Services and Engaging Users.

And here’s the blurb about it:

Around 154 million Americans—51 percent of the population—are now using Facebook, according to a recent study by Edison Research. How effectively are you using this direct, free means of communication to reach out to your library’s patrons and users? Digital branch and social networking innovator David Lee King will share what he’s learned from years of experience and experiments with the Topeka and Shawnee County’s Facebook page. He will answer your questions and share time-saving tips on getting the most out of using Facebook.

Topics include:

  • Fundamentals for setting up and managing your Facebook page
  • The difference between a personal Facebook profile and an organizational Facebook page
  • Planning content for your library Facebook page
  • How to engage the library’s Facebook fans
  • How to market your library through a Facebook page

You’ll need to register for this event, but it should be a good one if you are interested in expanding your library’s Facebook presence!

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Internet Librarian 2011, Day 3: Social Media Strategies & Goals

by David Lee King on October 19, 2011

This was my session – here are my slides – enjoy! Look at the slides, and read this person’s notes, and you will get a good feel for the discussion.

Social Media Strategy & Goals

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Internet Librarian 2011, Day 2: Designing for Optimal UX

by David Lee King on October 18, 2011

Nate Hill, Web Librarian, San Jose Public Library

Chris Noll, Noll & Tam Architects

Slide on the screen:

Because of the Internet, access to:
Books and other documents have gone from Read to Read/Write
Photo and video output has gone from View to View/Edit
Music and other audio has gone from Listen to Listen/Remix

Nate is introducing the topic of libraries starting to support content creation, and the models behind that.

Chris:

Contra Costa has used vending machines in shopping malls, etc. Washington County is using reserve boxes.

Boston Chinatown Storefront Library – community driven library

Houston – small small branch…

DC – Kiosk branches…

Greenbridge Library – took a community center, and developed part of it into a library

Idea Stores in London. Mix up libraries, cafes, etc.

Morgan Hill Library – self checkout, check in, self help holds, etc – very self-driven

Nate:

talking about the Digital Public Library or America project and their beta sprint. Realized we will still need physical spaces to create digital content.

LibraryLab idea:

broken into modules like audio and video creation, scanning, collaboration, etc

Chris: talking about creating furniture for these creative types of spaces …

Give people access to tools. Some libraries check out tools or musical instruments. Why not video cameras, microphones, etc?

Why not have design tools – desktop publishing, CAD/CAM tools, 3D printers, etc? The library could support these things.

They want this project to happen … but need funding, etc.

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Promoting your Social Media Presence – Signage

by David Lee King on October 13, 2011

Social Media icons

Social Media signage at TopekaLibrary

You’ve seen those “follow us on Facebook” signs at stores and restaurants, right? Or heard a radio dj mention following their radio station’s Twitter account on-air?

Guess what? Libraries can do the same thing!

As a first experiment, my library recently placed two “follow us” signs in our building – one at the main entrance to the library, and one on our administrative office doors (shown in the photo).

Why do this? Easy – it’s a relatively unobtrusive way to tell our customers that we have a social media presence, and that we want them to follow us. It’s also a way to link the physical to the digital – by promoting our digital presence (i.e., our Facebook Page) in our physical presence (i.e., our building).

Where else could we put these signs?

  • Our meeting rooms (maybe a stand-up card on a table)
  • Our cafe (stand-up card there, too)
  • In the stacks, with our books
  • As a background on our public PC monitors (we might do this)

One thing we can improve on – Kathryn Greenhill mentioned this to me recently – when you make a sign advertising your social media presence, make sure to include a URL or at least your social media name. Otherwise, people might not be able to find you (we were talking about this particular sign)! For example, my library’s full name is Topeka & Shawnee County Public Library … but we’re simply topekalibrary on social media sites. We’ll add that on the next version of the signs.

And a funny – watch the arrangement of your icons! We almost put the Facebook icon first … until someone in our Creative Group mentioned that we were spelling “F You[tube].” Certainly not our intent to tell customers to “F You!”

Like these ideas? Come hear more on November 2 at my ALA Techsource webinar on Facebook Pages! Make sure to register!

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Turning Strangers into Friends

by David Lee King on September 13, 2011

The Thank You Economy

I just read The Thank You Economy by Gary Vaynerchuk. Good read. Here’s an interesting thought I got out of it that relates to libraries.

On page 53, he writes about Nielson conducting a study on what drives consumer trust. 70% of people said they turn to family and friends for advice when making purchasing decisions.

Then Gary says this: “The ROI of your relationship with your mother is going to be much higher than that of the one you have with a good friend. Both, however, are more valuable than the one you have with an acquaintance, which trumps the relationship you have with a stranger. Without social media, you and your customer are relegated to strangers; with it, depending on your efforts, you can potentially upgrade your relationship to that of casual acquaintances, and even, in time, to friends. The power of that relationship can go so far as to convert a casual browser into a committed buyer, or a buyer into an advocate.” (pg 54-55).

This idea of turning strangers into friends works great in libraries, too. The goal is simply this – become casual acquaintances, or even friends, with our customers. We have done that for years in our buildings – I’d say that’s business as usual.

Online? We can do the same thing by using social media tools like Twitter and Facebook. Start friending people in your community. Your customers. That’s how you start turning strangers into friends … and into customers of your library.

Here’s what Gary did – he created Twitter alerts for wine words like Merlot. When someone had a question about that term, he answered it … and started growing a reputation about actually knowing something about wine.

We know stuff too – we are librarians, after all! Use a tool like Twitter. Do a zip code search for your local area or a town search … then add some words to that search, like book, reading, etc. Or business terms … or whatever the hot issues in your town happen to be.

Then start answering questions or making comments as they seem relevant. Point to your stuff, like the book that answers it, when it makes sense. Be helpful … like you already are in your building.

It’s a way to get out in the community without actually leaving the air conditioning!

Pic by Steven Rosenbaum

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Salespeople of the World – 5 Ways to Improve your Pitch

by David Lee King on September 7, 2011

sales repA sales rep visited our library earlier today (Recorded Books was showing off their fledgling Rdio for Libraries product). Cool product, though I’ll guess not many libraries will go for it – bad pricing model, and no way to brand it as coming from the library. Just my opinion of course – prove me wrong, please!

But that’s beside the point. The sales rep, of course, was fine – he presented the info we needed to assess the product. It was an interesting meeting on a new model for music in libraries. What’s not to love about that?

But on the other hand, he did a couple of things that I have seen A LOT of sales reps do over the years, and it reminded me of other things I’ve seen in other product demo meetings.

So – Sales People of the World. Here are 5 ways to improve your pitch:

  1. Know how to use your own technology. I’ve seen this more than once – a sales rep takes us through a Powerpoint presentation, but never actually uses … um … the presentation mode. Instead, they have scrolled through the individual slides with a mouse. Or they advanced one slide too many, then didn’t know how to go back to the previous slide. Or simply didn’t know how to plug their laptop up to an LCD projector. All that says is that you don’t know how to use technology … even thought you are trying to sell us a technology product. Not. Good.
  2. Know technology in general. Be familiar with general technology terms, especially when it relates to the product you’re trying to sell. For example, don’t ever confuse downloading and online streaming. Two very different things. If you confuse those pretty basic things … and you’re selling a technology-related product … why should I trust you with my organization’s money? Ever?
  3. Don’t be negative about your own product. I’ve seen this many times. Either the rep will say the pricing will turn off many libraries, or the product isn’t really ready yet. Really? Then why are you here, wasting my time?
  4. Know your product. This happened in today’s meeting. Part of the coolness of the product is that it connects to Facebook and Twitter. If that’s the case, then by golly gee whiz, you had better show us what it does by clicking the Facebook button and hooking it up through your Facebook account – instead of saying “I don’t have a Facebook account yet.” One more example: I remember … granted, a LONG time ago … seeing the first web-based GEAC interface (that’d be a library catalog system). It didn’t display call numbers.Really. The rep didn’t seem to notice this in his product, until I pointed it out to him. Then he proceeded to blame the “home office” for it. Not the best way to sell a product, I’m thinking… which leads me to #5:
  5. Don’t blame the home office. If you don’t know stuff, never say “they didn’t tell us that.” I could care less who told/didn’t tell you, and it makes it sound like the sales staff and the home office are somehow at odds with each other. Instead, just say “Great question! I don’t know, but I’ll find out. What’s your email address?”
So – what else? Any of you notice something that sales people do in product demos that really just drives you crazy? Name it … and then tell us what they can do to improve!
image by Celal Teber

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Three Questions every webpage should answer – conclusion

by David Lee King on August 29, 2011

Last week, I focused on three questions every webpage should answer. The questions were:

  1. What can I do here?
  2. What should I do next?
  3. Why should I care?
And now, I have a question for you. Are there other questions a website or an individual webpage should answer?
Said another way, what do your website visitors need to know … at a glance? And what’s the best way to provide this info?
Discuss in the comments please – thanks!

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Three Questions every webpage should answer, #3: Why should I care?

by David Lee King on August 26, 2011

Why Should I Care?

One more question every webpage should answer – #3: “Why should I care?”

This one comes from my library’s Executive Director, Gina Millsap. Another way to ask this question is “Why would I want to do that?” or “What’s in it for me?”

This is where your PR, marketing and promotion skills come into play. Why? Because you need to sell your content to your customers.

Selling? I hate selling – I’m a librarian, for peet’s sake!

Yep – I get that. But just putting information about something up on a website doesn’t mean people will attend that event, read that blog post, or check out that book. Sometimes we need to go a bit further, and work on convincing our customers to take those next actions I talked about in my last post.

The goal on a website is to move people from point A to point B – from reading a book review to actually checking out the book, for example. This isn’t selling as in “smarmy used-car salesman” selling … but it IS a form of selling, and a good organization learns to do this – on posters, in person, and even on our websites.

Answering “why” can be as simple as a brief explanation on why something is useful. For example – why should I apply for a library card? Because you get to read all your favorite books, and check out movies … for free! And you have already paid for it anyway (via taxes).

Look around your website, and see if you are answering the “why should I care” question. If not – rework your content so this question is answered up-front and often.

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Three Questions Every Webpage Should Answer, #2: What do I do Next?

by David Lee King on August 24, 2011

What do I do next?A couple days ago, we looked at the 1st question every webpage should answer: What can I do here? Today, let’s look at the 2nd question I think every webpage needs to answer: What do I do next?

This question is #2 for a reason. Question #1, What can I do here?, is pretty important – that’s the main focus of the page, after all. But once your webpage visitor has done that thing – read that article or filled in that form – they need to know what they can do next? Good webpages direct those next actions.

Here are some examples:

  • When you have finished reading this blog post, you’ll get a list of related blog posts at the end of the article. Those suggestions (created via a WordPress widget) are next actions.
  • In my library’s catalog (catalog.tscpl.org), if you do a search and don’t find anything, you get an Ask a Librarian chat button (assuming we’re open). “Need help? Click the Ask Us button to chat” is a next action.
  • Amazon is the King of Next Actions – each page is full of the “main event” – buying the book. But there are other, alternative next actions there, too – like adding more books to your order.
Take a look at your website, and see if individual pages answer the question “What do I do next?” If not, you are missing out on an easy way to point your customers to your great content, and to keep them on your site longer.

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Three Questions every webpage should answer, #1: What can I do here?

by David Lee King on August 22, 2011

Question #1Ever visited a webpage, then looked around, wondering “what can I do here?”

If you have … that web designer failed!

I think every webpage should answer the question “what can I do here?” either visually, or by spelling it out:

  • Visually: design in such a way that the stuff you can do on a page, like clicking a button, filling in a text box, or even just reading or watching content, is extremely noticeable. Amazon does this by using complimentary colors that “pop” out on the page. They often use blue as a header or sidebar color, but the buttons they really want you to see (ie, the “buy now” button) are orange – a complimentary color.
  • Spelling it out: Use words, colors, graphics, etc to “spell it out” for people – tell or show website visitors what to do on the page. For example, we try to do this at my library’s website. The main page directs people to “Get a Library Card,” “Donate Now,” “Find Stuff,” “Ask a Librarian,” or Subscribe to our blog posts. People know what to do on our site, because we direct them.

On your library’s website, do people know “What can I do here” when they visit the main page? How about the catalog page, the “you didn’t find anything” page, or on your blog? At the comment box? On your Facebook Page even?

Think about it … and make sure to answer the question “What can I do here?”

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