Web 2.0: The Stuff That Matters

Web 2.0: The Stuff That Really Matters Laura Solomon, MCIW, MLS Library Services Manager OPLIN [email_address] SLIDES ARE AT http://www.slideshare.net/OPLIN

Web 2.0:

Why you can’t ignore it any more

Where your library probably needs to be

How to get buy-in from administration

How to measure ROI

Real world examples

Why you can’t ignore Web 2.0 any more web 2.0 Web 2.0 Web 2.0

Patrons want you there

93% think your library should have a presence in social media

85% believe that your library should interact with them via social media

56% say they feel a stronger connection with and better served by companies when they can interact with them in a social media environment

“ Social media is the new customer service. “

--Ben McConnell, Church of the Customer blog

Potential to reach your library’s two

hardest-to-reach

demographics

“It's as simple as this - people want help and information where they are, not where they have to trek to. “

--Stephen Abrams

Libraries are not intruders

It comes down to listening and responding.

PR is no longer a monologue.

It’s a conversation.

Be prepared. (It’s rough out there.)

“ The direct, unfiltered, brutally honest nature of much online discussion is black gold…Texas tea to companies that want to spot trends or find out what customers really think.”

-The Economist, March 11, 2006

So which to choose?

TOO MUCH !!!!!!!!

“Don’t friend me!”—David Lee King

Who are you trying to connect with?

What message do your friends send?

General social networking

Broadcast your library.

Microblogging with a macro reach

Pew on Twitter…

Twitter: doing it right

What about blogging?

“ Thinking about launching your own blog? Here’s some friendly advice: Don’t. And if you’ve already got one, pull the plug.”

– Paul Boutin, Wired

The dark side of social media Be careful of what you say.

Getting buy-in from administration

Helpful stats

Accentuate the negative

Tout the competition

Recommend more than one platform

Explain brandjacking

Have a proposal ready

Measuring ROI

What are we measuring?

Quantitative

Qualitative

Quantitative

Questions:

Are we currently part of conversations about our library?

How are we currently talked about versus other libraries?

Were we able to:

Build better relationships with our key audiences?

Participate in conversations where we hadn’t previously had a voice?

Move from a running monologue to a meaningful dialogue with patrons?

Qualitative example: Measuring conversation “ How to Measure Social Media ROI for Business”-- July 31st, 2008 | by Aaron Uhrmacher http://mashable.com/2008/07/31/measuring-social-media-roi-for-business/

Quantitative

You could measure:

Number of friends/followers/connections in a given period

# of people subscribed to your feeds (Feedburner.com)

# of people bookmarking your library’s online content (Delicious.com)

# of people favoriting your YouTube videos

Quantitative example: Measuring metrics “ How to Measure Social Media ROI for Business”-- July 31st, 2008 | by Aaron Uhrmacher http://mashable.com/2008/07/31/measuring-social-media-roi-for-business/

Real world examples

Web 2.0: The Stuff That Really Matters Laura Solomon, MCIW, MLS Library Services Manager OPLIN [email_address] SLIDES ARE AT http://www.slideshare.net/OPLIN