Here’s the interview – please watch (ok, and buy my book, too, while you’re at it). Enjoy!
How do you thank your organization’s Facebook Fans? Here’s how Tinley Park Public Library thanks theirs – with a photo of staff, giving a thumbs up and saying thanks!
Tinley’s staff wanted a way to say “thank you” to their growing Facebook fan base on their library’s Facebook Page. They had a couple of options that I knew about (they had asked for suggestions):
- They could keep track of new fans, and when they hit 1000, they could thank that newest fan (requires some finagling of Facebook Insights to do this).
- They could do something a little more general in nature, and thank everyone.
They chose to thank everyone in a really fun way – by posting a photo of themselves, saying “thanks” to their fans. How cool is that?
What’s good about this?
- It’s easy and cheap
- it’s fun and lighthearted, yet authentic
- it’s visual – it communicates the message loud and clear
- it puts a face to the organization, and to the real people behind the Facebook Page
- It shows that face2face connection with customers that’s so important in organization-to-customer social media relationships
Great job, Tinley Park! You guys ROCK!
Check out Paul Signorelli’s review of my book in his post titled David Lee King: face2face with Social Media and Social Graces.
Here’s my favorite part of his review: “Which brings us to the playful foundation of David’s book—the understated yet implicit redefinition of our concepts of what the term face to face means in our onsite-online world. As we read through David’s sections on “business casual,” “where and how to begin,” “measuring success,” and “applying what we’ve learned,” we can’t help but see that effective use of the tools under discussion make us realize we can just as easily be face to face online as we can in the original sense of the term—when we’re onsite with someone.”
While you’re at it, make sure to check out Paul’s blog – you are guaranteed to find something that will make you think!
And make sure to buy my book if you haven’t! What book is that? Face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections. Get it in print and ebook versions.
I’ve been doing a lot of reading on responsive design lately (because my library is headed towards that), and that made me think. When designing websites, we tend to design for devices. That’s what responsive design is all about – it’s coding in such a way that your website “responds” appropriately to different screen sizes (i.e., desktops, tablets, smartphones). We design for things: for a desktop; for a screen; for a browser; for a tablet or smartphone.
Nothing wrong with that – a modern website has to work on all those devices, right?
But I also think we need to shift our focus a bit, to where it really counts. And that focus is not on the screen.
We need to design for people.
What’s that change?
We still need to do all the usual stuff – i.e., use great css, work on making our websites responsive, think about screensizes, readability, contrasting colors, etc.
But let’s also focus on people:
- Put content first.
- Ask customers what content they want … and then create that content!
- Answer the why, what, and who questions.
- Provide next steps and calls to action on ALL content.
- Make asking questions and getting responses easy and seamless.
- This works for our physical and our digital branches.
- What else? Add to my list in the comments…
Simply put – put people first.
pic by Nicola Albertini
I just saw some great reviews for my new book Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections, and wanted to share.
The first one comes from College & Research Libraries. The review was written by John Repplinger. Here are some highlights:
“David Lee King, the author of Face2Face, has put together a wonderful resource for those just beginning to investigate social media as tools to deepen their connections with customers and patrons. Essentially, this book is about how to transition in-person communication to the Internet. It is geared to reach a broad audience, and most of the examples are equally applicable to businesses, organizations, and libraries both large and small.”
“He takes his own advice and writes casually in a second-person perspective to readers, and this is largely what makes this book so engaging and refreshing.”
Read the whole book review here.
“I brought Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections to bed with me, mistakenly thinking an explanation of how social media tools can help create customer service is just what I needed to lull me to sleep. Ha! Once I started to read this very common sense book, I could not put it down.”
“Face2Face is invaluable for organizations that currently use social media or those who want to improve their image. There are abundant examples as well as in-depth information to help you become more comfortable and relaxed, letting your customer know you care about them by showing the real face of your organization.”
and (my favorite):
“This book isn’t written like a text, but reads more like a mystery. By the time you reach the end, you don’t find out who did it but rather how to do it!”
Thanks John and Cheryl for the reviews!
Oh – and don’t forget. Face2face is on sale this summer. It’s a good time to get it if you haven’t yet