Improving

on the web

Customer

Experience

the

in the library

in the comm

unity

david lee kingtscpl.org | davidleeking.com

flic.kr/p/7GARBa

Change

is a verb

Change

is a verb

bummer!

for Libraries

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what has changed?

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flic.kr/p/LqVbn

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Mobilemobile firstonline first

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whats she doing?

this is HUGE

also HUGE

multimedia

web

News

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ebooks

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grassroots

tech

Competition

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Customer

Experience?

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Why thinkabout that?

What kind of experience

are they having?

you have visitors.

right now.

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Improving

Customer

Experience

the

for staff

put staff first!

stop saying noflickr.com/photos/ppix/4991060059

buy the toolsthey need

flic.kr/p/9KQoQd

make it

easy

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touch

points

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whichis it?

fix the

process

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go where people gather

the tech

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update the tech

hire professionals

design for mobile

Make mobile Easy

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new typesof tech!

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customersfo

r

understand who they are

social

media

which sites are

important?kexino.com

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how much

time?

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when to post?

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post during work, too!

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how often?

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consistenc

y

quickstrategies

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how to

how doyou do it?

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a team

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just marketing!

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just IT!

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just librarians!

Best: mix it up!

Need the Boss, too(ok - maybe not this boss ...)

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tell people!

flickr.com/photos/wwarby/5106781173/

Awesome!!

elsewhere

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your team!

meeting timeflickr.com/photos/theimagegroup/122728670/

multiple admins

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posting goals

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how to

What shouldyou share?

Compelling Content

Be relevant to your Fans

Be there for customers

Sharing!

flickr.com/photos/74998608@N00/3067514833/

Tell your story

how to

how do

you engage?

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think short

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be visual

133be visual

134

videos

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be human

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type like you talk

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business casual

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business casual

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audience participation

ask a question

call to action

be snoopy (just a bit)

http://www.flickr.com/photos/librarycommission/5041836636/

flickr.com/photos/ohiouniversitylibraries/3507674990/

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continuethe

experience

we need tobe social

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flickr.com/photos/b-tal/116220689/

Customer

Experience

?

flickr.com/photos/90585146@N08/8222922317/

davidleeking.com

Thank You!