Ask for Suggestions

Ask for SuggestionsI have been thinking about ways to improve our library’s main Facebook Page. We have come up with some great ideas, but one idea was to simply ask our Facebook-using customers what THEY wanted to see in Facebook.

Here’s what we asked (find the Facebook post here):

“Hey friends, we’re doing an informal poll. What sorts of Facebook updates would you like to see more of from us? We want to hear from you regarding what library stuff you want us to post.”

And here’s what our customers said:

  • kid activities. MY little sister and baby would love more of that.
  • new movies
  • Event updates
  • Kid events!
  • kid events!
  • new e-books
  • New movies and books
  • Kids’ events!!
  • Best seller lists
  • Maybe have a librarian recommendation day, like every Tuesday (or other day) have a book or movie recommended by staff? That way we can get to “know” the staff better and learn about books/movies that we may not of thought of otherwise.
  • I would like to know more about the e-books.
  • Winners of the reading program, it would be nice to actually see they get won, even if it isn’t by me ;)
  • More about the kids events, especially the teen events. Storytimes and Blockbusters get so much notice, but there are a ton of great programs slipping through the cracks!
  • Reminders. Like – don’t forget, sign up for tot time starts tomorrow!
  • Event reminders, and not just for kids events. I knew the rain barrel event was coming up, failed to put it in my planner, and missed it! I was bummed.
  • events for adults and kids
  • Upcoming events!
  • pictures or video shorts of people, exhibits, remodels/moves, staff, art. Something to post that makes the library come alive for us.
  • E- book info.
  • Events and the librarian recommendation is a terrific idea.
  • Love Tiffani’s idea of the recommendation day!

So – more event reminders, more mentions of new stuff, more recommendations from staff. More photos and videos.

Yes, we might have come to this same conclusion if we set up a committee to look into improving our Facebook Page, figured out when everyone could meet, and actually had a discussion on it. But it would have been our best guess. And it probably would have taken us 2-3 weeks – we’re a busy bunch, so meetings are a bit of a logistical challenge :-)

Instead, we gathered these comments, for the most part, in a 3-hour timeframe in one day. And it took us maybe a few minutes to write the Facebook post. And it was from customers.

Question – are you using your organization’s Facebook Page to find out what your Facebook-using customers want to do there? If so, what are you hearing from them?

photo by Sylvain Masson

Designing the Digital Experience: the Foreword

Designing the Digital ExperienceDavid Armano, the guy who writes the Logic + Emotion blog, was kind enough to write the foreword to my new book, Designing the Digital Experience: How to Use Experience Design Tools & Techniques to Build Websites Customers Love.

Want to see a sample of it? Here’s one paragraph: “So if you went out and bought this book, you’re heading in the right direction. The reason why social networks are such a big deal these days is that they act as both the great equalizer and amplifier. Customers who have a crappy experience with a company’s products or services now have a virtual arsenal of communication methods to be heard.  Often times the search engine’s powerful algorithms (Google) finds their content and links to their complaints.  When a certain “power consumer” couldn’t cancel his AOL account despite several pleas with the voice on the other end of the phone, he decided to take matters into his own hands and record the horrendous experience.  What resulted was a PR nightmare for AOL that started online, gained momentum and was quickly reported on several national news stations. What starts digital becomes something much bigger, and it all starts with an experience.”

David has a bit more on his blog … so this is still a teaser – you’ll need to get the book to read the rest!