20100322 Whats Going On HerePresentation Transcript
What’s Going On Here? Consumer Trends and Expectations MCLC Tech Talk March 23, 2010 Anne Christensen Phoenix Public Library
Technology is never either/or, it is always “and” Baby Steps Save The Time Of The Reader Five Things to Hang On To Today Rome Wasn’t Built In a Day The Library Is A Growing Organism
Consumer expectations about new tech will hit us as soon as new tech is available. It won’t wait until we are ready.
Hypertasking Augmented Reality Reviews Community Opinions Conversation Participation Mobile Feedback Real-Time Convenience Public Relations Ownership Speed Functionality Geolocation Opportunity Social Media Trending Spend Money, Save Time Digital Natives Transparency Choice Options Success Giving
Owned and Non-Owned Experiences An owned experience is an experience that is at a specific time, and/or for a specific amount of time, and/or in a specific place and/or money is spent You Just Have To Be There! A non-owned experience is something you experience second-hand at a time you choose and as cheaply as possible You Can Download This!
Order groceries for delivery instead of the experience of shopping
Non-Ownership Examples View raw footage of an event, for better or worse, instead of being there Use the DVR or go online to view a television program on your time instead of owning the experience of seeing it real-time
"The Checkout" report, June 2009 Consumers are becoming less willing to own the experience of physically shopping around for bargains. They prefer to spend more money for convenience and to save time http://trendwatching.com/trends/nowism/
Owned experiences are
Consumers especially make time for owned experiences that gives them a sense of community or require their presence for a unique experience
Coming To The Library Is An Owned Experience
Hypertasking “ There’s an app for that”
On the Go
Uses convenient and painless decision-making and e-commerce tools
Saves time for desired owned experiences
Mobile Devices Are Born for Hypertasking http://trendwatching.com/trends/functionall/
Consumers are done with equating flashy toys and wealth with social status They are finished with institutions that don’t care, don’t listen to them. Consumers want institutions that care about them by responding to their shared opinions and experiences http://trendwatching.com/trends/generationg/ Sharing and Social Recognition Instead of Bling Generosity
Types of Generosity Volunteering Donations Opinions and Reviews Types of Social Recognition Success of the Endeavor Local or Widespread Attention to the Success Response by Organization
HAITI Citation lost In 36 hours, donations made via mobile phones for Haiti Earthquake Relief surpassed $7 million Success! Widespread Attention! To donate, consumers texted a keyword to a designated short code to seamlessly make a micro-donation of $5 or $10 to the cause Convenient! Fast!
Where Am I? What Can I Do Right Now? What’s Good? How Recent Is This Information? Augmented Reality
You Need at Least
TWO People Who Interact to Make a Conversation
Opinions and Reviews http://trendwatching.com/trends/transparencytriumph/ The Nielsen survey shows that 90% of online consumers worldwide trust recommendations from people they know, while 70% trust consumer opinions posted online . Reviews Are The New Advertising
Track ‘em Down
Find the chatter in non-library venues by using some of the tools below. In the next couple of years expect even more ways to discover opinions and reviews
People want to be heard. Response assures them they were heard. Changes made due to a review also count
Reviewers perceive your organization as an organization that cares about what they think
Opinions about services, collections, and programs improve
Why Turn Reviews and Opinions into Conversation?
Response WIN! http://www.walkingpaper.org/2593
Protect And Improve Reputation Leverage Free Advertising Keep The Conversation Alive Make The Conversation Real-Time RESPOND RESPOND RESPOND Joining The Conversation Find As Many Reviews As Possible, Including Those That Come In Via Low-Tech Channels
What does matter in libraries, what we are good at, is community, learning, and interactions.
Number of informal in-person meetups? Unknown Known non-sponsored ’fests? Over 30 and growing Y2K World Dating Tour “ Old-timers” still visit to share with newcomers but also use FB to keep up with particular friends www.divorceonline.com Established @May 1996
Observation Post Keeping Up
Free briefings available via email or newsfeed
“ Independent and opinionated trend firm”
Worldwide network of trendspotters
Source: www.trendwatching.com . One of the world's leading trend firms, trendwatching.com sends out its free, monthly Trend Briefings to more than 160,000 subscribers worldwide.
Don’t Miss These Newsfeeds!
ALA TechSource Blog
American Libraries Gigantic Everything Feed
David Lee King
(New feed: http:// stephenslighthouse.com /?feed=rss2 )
* Pew Internet and American Life Project: Reports Feed
More Great Newsfeeds
Free Range Librarian
Gather No Dust
Library Journal - Library 2.0
MCLC Library Tech Talk
Tame The Web
See my newsfeeds, summaries, and sometimes, original content at:
Budgets And Staffing And Policy, Oh My!
How will you keep finding out about these trends and tools?
What existing methods can you use to inform your staff about these trends and tools?
Does your staff know it’s ok to learn and experiment?
Do your administrators know about these things and how they can be used to improve library services, improve the library’s reputation, and build community?
What things will consumers want to do on a mobile library website?
How can we improve our website while also making a great mobile website?
How can we make mobile apps for the library easy to find?
Can we tap into “Generation G’s” giving nature?
What is needed at all access points to make giving painless and convenient?
Will you make any new physical locations convenient to places customers will be going anyway?
How many ways can we make customers aware of opportunities for giving, interaction, input and feedback, and hypertasking?
Are we adding info to augmented reality and opinion sites?
Can we keep this information refreshed and real-time?
What do we need to actively search for and respond to opinions on non-library related sites?
Contact Me! I Can’t Shut Up! Anne Christensen 602-534-7858 [email_address] Facebook: Search for Booktender Librarylandroundup.blogspot.com