App Advisory at the Library

my first screen of appsLibraries have recommended stuff to customers for years. Reader’s advisory. Video suggestions. New music to listen to. Ways to start a research project.

Why not app advisory?

Think about it. What do over half of your customers have? Smartphones. And easy access to the app store. What they don’t have is a trusted app “curator” – someone who can recommend the best apps.

What would that look like? I’ll start us off:

  • Best new apps of the month
  • Popular apps
  • Apps connected to a season (i.e., it’s summer, so apps with grilling suggestions. Yes, they exist).
  • Suggestions on how to use an app
  • And of course, you’d mention library-related apps. Ebook apps. Your ILS app, if you have one. etc.

This also means that we would need to have easy access to apps, and have a small app budget. And a variety of smartphones and tablets – both iOS and Android – to play with.

App recommendation for your community. Could be cool. What do you think?

Mobile-only Use Overtakes Desktop-only Use

I’m still at Computers in Libraries 2015 – great conference as usual!

I also just saw this from Gary Price on InfoDocket, and thought it was worth sharing.

In the US, the number of mobile-only internet users now exceeds the number of desktop-only internet users.

Here’s what ComScore says about this: “While the share of mobile-only users has climbed over the past year to 11.3 percent, the desktop-only population has drastically declined to just 10.6 percent. Of course these numbers also tell us that the vast majority of the digital population (78 percent) is multi-platform and goes online using both desktop and mobile platforms.”

What’s this mean? More of our us are carrying the internet around in our pockets, bags, and hands. We’re in front of small screens more often than we are in front of a desktop computer, which makes sense.

It also means that we need to make absolutely certain that our library and organization websites work on mobile devices. Having a great mobile-friendly website is more important than having it work fine on a desktop computer. Why? Because our customers are in front of the small screen more often, and have access to a small screen more often, than desktop or laptop computers.

For many things, it’s simply more convenient to pick up a smartphone to quickly check something. Not always the most optimal – but it is generally more convenient.

So – how’s your website’s mobile experience? Not too hot? If not, then … it’s time to start working on it!

Photo of my iPhone taken by me

Changing People is Harder than Changing Technology

confused dudeJust a follow-up thought to my post on strategic and technology planning. I’m sure y’all know this, but guess what? The technology planning and implementation is the easy part.

The hard part is the people.

Here’s an example of what I mean: Last year, my library’s biggest technology project was our RFID/Self Check project. It included tagging every item in the collection with an RFID tag and installing eleven self check kiosks throughout the building.

The technology part was easy – we worked with our vendors to make sure the kiosks worked, the new RFID gates went up, and the RFID tagging stations worked.

The hard part was “everything else,” which included:

  • planning a bunch of RFID tagging teams and schedules (we closed for a week and staff did the tagging)
  • rethinking customer flow in our circulation lobby and around the building
  • teaching our customers the “new way to check out”
  • Working through a new process for our technical services and circulation departments

And I’m sure I’m forgetting something. Has the technology been flawless? No – it’s technology. Something WILL go wrong.

But the “people” part – that affects everyone. You want to make sure the technology parts are done right. But also make certain to get the most important parts of your project right, too. The people parts.

Image by Jonny Wikins

Moo Cards and Customer Delight

Moo CardsMoo Cards really knows how to make me smile. They recently did just that – by sending me some free stuff!

Right before Christmas, I received a small package from Moo. Odd, because I hadn’t ordered anything from them. What was in it? Some blank cards and envelopes. Designed by Rob Lowe (not the movie actor).

The note that came with the package said this: “Did you know you’re one of MOO’s best customers?” My best guess is that they thanked all their 2014 customers by sending stuff out to them.

Pretty nice of them. And sorta cool, too. I know I’m NOT one of their best customers. I’ve ordered some business cards from them … a couple of times. Nothing more!

And yet, the way they treat their customers – like you really are one of their best customers – is refreshing.

And makes me want to buy from them again.

So … do we work on delighting our customers? I’m not sure. If we work really hard at having the best, newest books in the library, or having the fastest internet, or setting up a new bookmobile stop … that’s not customer delight. That’s business as usual. Delight comes from something unexpected, and these types of things are something our customers expect. All good things – just not something that warrants customer delight.

If you really, truly worked harder in 2015 on delighting your customers … what three things would you focus on?

Hmm… I’ll have to think on that one myself.

Analytics for Social media – Summary

In this series of articles, I’ve been talking about what types of social media analytics my library tracks.

Here’s what I covered:

What’s missing? What do you track that we don’t? I’d love to know – please share in the comments!

Pic by Scott Akerman