Save your Community Money … and Announce it!

The photo in this post is from a gas station at a local grocery store. They put up a sign at the gas station showing how much money they saved a community via their fuel points program.

How cool would that be to use one of those library value calculators, add everything up for a year, and share how much money the library has saved the community – in books, videos, and events attended?

For some libraries, this could be a really BIG number!

Why do this? I can think of a few reasons, including:

  • It puts a positive spin on library budget discussions
  • It’s a nice way to share what the library does
  • It changes the conversation from an internal library one (i.e., how many books were checked out) to a community-facing, “why should I care” one
  • It’s a handy way to share the value of a library without having to explain why all those circulation statistics and customer count numbers matter

Has anyone done something like this before? If so, did it work? I’d love to know – please share!

One Difference between Twitter and Facebook

Somebody recently asked me about Twitter for their library (which lead to my last post and this one). As I was answering her question about social media strategy, I said (a version of) this:

Facebook is a bit more conducive to “branded conversations.” Facebook can be highly visual, and the conversations are a bit more contained and threaded (i.e., comments and likes go underneath the actual post). If you’re not into one conversation, move to the next.

Twitter, on the other hand, is just the raw conversation as it happens. Sure, it can be visual and sorta-kinda threaded now, but it’s still (in my mind, anyway) pretty much real-time text-based conversation.

What’s that mean? For Facebook, you can insert some branded, “market-y” stuff, and not really bother anyone (as long as you have other content too!). It’s expected.

But with Twitter, if an organization starts sounding market-y – if they are mainly using Twitter as a broadcast tool to push out their programs and services – those tweets will stick out like a sore thumb.

That’s a great way to be ignored – fast – on Twitter.

Megaphone pic by Gene Han

 

Becoming a Library Customer – Can we Improve that Experience?

Has your library ever really thought about the experience around becoming a library card holder, or worked to improve it?

At most libraries, when someone gets a library card for the first time, here’s what we do: we give the person their library card. We might also hand them a printed list of either “stuff you can do” or “stuff you can’t do ” (i.e., rules, regulations and circulation policies).

Are balloons released? Does anyone celebrate? Does it usher our new customer into some cool, “members-only” club? Do we follow-up with the customer after 3 months or so to see how it’s going? Nope. For most of us, nothing else happens.

What happens with other types of membership cards?

  • Sam’s Club: a membership card gets you members-only discounts.
  • Airline reward programs: earn reward miles. Use it enough, and you can get seating upgrades and trade in miles for flights.
  • Grocery Store Cards: discounts on store purchases and fuel points.
  • Amazon Prime: free, 2-day shipping, movie and tv show streaming, and access to the Kindle ebook Library.

Now back to libraries. Is there something else we can do with a library card to make it more “membership” friendly? Reword that brochure we give out? Check back with our customers after 3 months to see how they’re doing (remember, we have their email address and snail mail address)?

How about give perks for use? For example, if they check out five books, they get that 3-day express movie for a week?

What do you think? Anyone do something special for library card holders that isn’t just “here’s your card, now go check stuff out?”

Image by Leo Reynolds

Make your Stuff Obvious

This sign was at our local shopping mall. Like any good blogging geek, I stopped and took a picture of it – to the chagrin of my kids, I’m sure (“Mom – Dad’s taking pictures of signs again!” – eye roll!)

But the sign made me think of a few things that I thought I’d share:

  1. The sign is nicely done – large, easy-to-read words.
  2. Just an interesting side-note – the sign’s in the shape of a smartphone. A few very short years ago, a phone that did wifi wouldn’t have made any sense. But we all easily get it now, don’t we?
  3. The message is clear, the service is obvious, the sign is hard to miss. You know exactly what they’re advertising.

Contrast that with the average wifi sign in a library. In most of our libraries, we make little, tiny, dinky-winky signs that say “wifi.” Usually provided to us by our wifi vendor. If we have signs at all [hmm… I wonder what our wifi signs look like? I’ll need to check].

But at the mall … where they really want you to stay awhile … the wifi sign is HUGE. This sign was almost as tall as me, folks! And right out in the walkway, standing close to the food courts (one place people would possibly use wifi for an extended period of time).

What do they want you to do at the mall? Stay awhile. Eat some food. Use their free wifi. And buy more stuff!

Now translate that to a library. What do we want our customers to do? Stay awhile? Eat more food (if you have a cafe)? Read/watch/listen to/download more content? Ask us questions? Attend our events? Probably all of those things (though I’ll bet most of us don’t spell those goals out quite like that).

Define what it is you want your customers to do, then make your branding, your promotion, your signage – what you want people to do while engaging with you – make it obvious.

Five Tips to Reshape your Social Media Plan in 2013


[This is an article I wrote for my book, Face2Face – I thought it would make a great post here, too – enjoy! DLK]

Social media has been around for over ten years. My guess is that by now, your organization is probably involved in some way with social media. Maybe you have created a Twitter or Facebook account. Maybe you even have some friends and fans on those accounts, and you share things with them when you have time.

Let’s rework this in 2013. Social media is now mainstream, and your customers are using it to connect. They connect easily to each other, and since the tool is the same, they’ll find it easy to connect to your organization, too… if you make a few easy-to-do adjustments in your approach to business-facing social media.

Here are five simple adjustments you can make to kick-start your organization’s social media efforts in 2013:

1. Focus on Conversations

First off, let’s focus on conversations. Many organizations and businesses have been using social media status updates as a broadcasting tool. They send out notices of events, sales, or coupons. Possibly, they have used social media as an easy outlet to send out press releases and important corporate announcements.

My new book - Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer ConnectionsGuess what? If your organization focuses primarily on sending out corporate communications, your customers will tune out your organization and unfriend you in a heartbeat. In 2013, instead of using social media as a one-way broadcast tool, work on starting and continuing conversations with your customers.

This will require your organization to do three important things: 1. Listen before you speak. Set up some listening tools (Google alerts and Twitter search alerts are good places to start) to see what your customers are saying about you; 2. Respond, using colloquial, conversational language. This will feel weird if you’re used to more formal marketing-speak. Make it feel like you’re talking to a work colleague at the water cooler – do this, and people will start talking to you. And 3 – figure out what types of conversations YOU want to start. Do some brainstorming on the conversations your organization needs to hear in 2013, and start those conversations.

2. Focus on the Visual

For the most part, many businesses and organizations have been posting text-heavy status updates in their social media accounts. That makes sense in text-based Twitter, but not so much in Facebook. In fact, Facebook best practices show that when you do one simple thing – add a photo or a video to your post – engagement increases by 100% or more.

So get those cameras out of your pockets (yes, that iPhone or Android smartphone makes a great point-and-shoot camera), and start taking photos around the office, the warehouse, or the store. Maybe think about the three most important things that your customers should know about your organization, take photos of that, then share those photos with customers.

3. Focus on Video

That smartphone I just mentioned in #2 is also HD quality video recorder, and we can put it to good use! There’s a reason YouTube is so popular right now – people love watching short videos. Studies show that people engage more with video posts than with text-only posts.

Here’s my guess – most likely, you haven’t made many videos for your organization. If you have created some videos, it probably resembled a TV commercial. That’s not what your customers want to watch. Instead, get to the point immediately – YouTube suggests that the first 15 seconds are critical to connect with viewers. So don’t waste those seconds with titles, fade-ins, and credits.

Just start sharing your main points. Then post that video to two places – YouTube and Facebook. Use YouTube to share in most places, and use the Facebook upload to share with your Facebook page fans. Facebook’s algorithm favors videos uploaded to Facebook, so those will get seen more than a shared YouTube video.

4. Focus on Next Steps

Many times organizations post information to their social media accounts, but don’t include anything for customers to do. They don’t include a next step. Let’s change that in 2013. Make sure that everything you do includes some type of “ask.” That ask can be as simple as asking customers to “friend or fan” a Facebook Page, or the ask might be to click a link that takes them to a new product or a buy-it-now page.

More people will click if you actually ask them to click. Because of this, make sure to provide customers with some next steps, and actually invite them to take that next step. Do that, and your organization will be one step closer to continued engagement with customers.

5. Focus on your Customers!

Finally, most businesses and organizations, believe it or not, don’t actually focus on their customers! Instead, they focus on their stuff, on their showroom floor, or on their sales staff. In 2013, let’s focus on our customers. Engage them in conversation. Ask them if they like what they’re seeing. Ask them to take next steps, and invite them into your organization.

Follow these five simple reshaping steps, and you will be well on your way to having a great 2013 with social media, and with some really engaged customers, too.

pic by Tintin44