Freak Out,Geek Out,or Seek Out:        dealing with tech change        & customer engagementDavid Lee King | Topeka & Shaw...
http://flickr.com/photos/simplearts/501346927/
http://www.flickr.com/photos/girlgeek/29078014/
http://www.flickr.com/photos/gerlos/3119891607/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
flickr.com/photos/luc/2944876508/
this is ...              flickr.com/photos/yourdon/2715583000/
this is ... HUGE
What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/
http://www.flickr.com/photos/sir_mervs/2691990934/                         n !         it io    p e tCo m
flic.kr/p/4aGa4g
http://www.flickr.com/photos/rkleine/3567189079/
flickr.com/photos/jblyberg/4505413539/   http://www.flickr.com/photos/rkleine/3567189079/
this is a change, too!
multimedia                                publicreal time                     social  The Emerging Web is... 2-way        ...
real time
decentralized
multimedia
EC                                      =flickr.com/photos/platinum/4555668/                                     MC
mobile         flickr.com/photos/dasfotoimaginarium/6761402235/
is heon the phone?           flickr.com/photos/dasfotoimaginarium/6761402235/
flickr.com/photos/dasfotoimaginarium/6761402235/
?the web is inmy pocket
?the library isin my pocket
5. responsive design.
5. responsive design.
social
http://www.flickr.com/photos/civisi/2611679744/                                                 2-way
public         http://www.flickr.com/photos/sreejithk2000/2385193167/
public         http://www.flickr.com/photos/sreejithk2000/2385193167/
What’s Topeka Doing?
Community ManagerScans Horizon            Executive Editor   Digital Branch ManagerLong Range Planner                     ...
3 Realities:1. all services will be physical & digital2. we’ll use the web to build unique stuff3. to some, the digital bra...
content
multimedia
Community
Front door(s)
conversation         flickr.com/photos/ohiouniversitylibraries/3506866503/
in the website
in the website
in the website
in the website
in the website
outside the website
outside the website
outside the website
what to do?         flickr.com/photos/b-tal/116220689/
ce     i en   er n?  p g x sie e  d
Why thinkabout that?
you have               visitors.            right now.What kind of experienceare they having?
Plan yourlibrary experience               flickr.com/photos/ocarchives/3952964087/
flickr.com/photos/deansfurniture5/2462980045/
ten                       lisflickr.com/photos/94379417@N00/4808475862/
what arethey sayingabout you?
askflickr.com/photos/francois/        404908918/               focus               groups
stats
http://www.flickr.com/photos/librarycommission/5041836636/                                                              be ...
flickr.com/photos/ohiouniversitylibraries/3507674990/
v e          o nts      pr oi   Im P    u c hT o
flickr.com/photos/jrnoded/3340607045/
flickr.com/photos/beyondbeauty/4241128107/
flickr.com/photos/mmewuji/4386845410/
flickr.com/photos/wlscience/4200630845/
http://www.flickr.com/photos/92wardsenatorfe/3126053699/                         flickr.com/photos/92wardsenatorfe/31260536...
flickr.com/photos/fornal/437703236/
flickr.com/photos/picturesofthings/2437232419/
flickr.com/photos/pperdue/3573858061/
whichis it?
flickr.com/photos/poblibrary/2674563551/      your   processis showing
flickr.com/photos/poblibrary/2674563551/      your   processis showing
customers firstflickr.com/photos/piet_musterd/1858568495/
go whereflickr.com/photos/beavis/2425374221/                                      people gather
?
http://flickr.com/photos/gaetanlee/118885175/
pesquisaconsumo.blogspot.com/2010_04_01_archive.html   it’s adestina        tio   n
it’s adestina        tion
Text   Also adestina        tio   n
interac        tion   is key
flickr.com/photos/pitel/507791613/
yourstuff
yourstaff
Textactual staff
actual staff
flickr.com/photos/ajguel/5033855605/     Tackle Change
model the way/www.flickr.com/photos/jblyberg/4028376129/
flickr.com/photos/lulutoo/2951107695/
flickr.com/photos/deansfurniture5/2462980045/
Customer                                          Journey                                          Mappingflickr.com/photos...
improving the ordinary flickr.com/photos/rvettese/264579764/   flickr.com/photos/goatopolis/189188667/
know your  patrons
http://www.flickr.com/photos/fling93/115162765/
101%
communic communication           communicatioommunicationcommunicat mmunication        communicationmmunication        com...
Gauge your staff     http://flickr.com/photos/imagezen/150337240/
FindChampions
With great power    comes great...         ?         cibercomics.com/wp-content/uploads/2008/07/bis_layer_spiderman.gif
FindingTime
Changeyourfocus
Schedule  your  time
This is not your library
This is your library
flickr.com/photos/29106784@N02/2719649603/
Thank You!davidleeking.com
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
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Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement

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Let's examine technology changes happening in libraries, and discuss ways to deal with tech change and customer engagement.

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Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement

  1. 1. Freak Out,Geek Out,or Seek Out: dealing with tech change & customer engagementDavid Lee King | Topeka & Shawnee County Public Library | davidleeking.com
  2. 2. http://flickr.com/photos/simplearts/501346927/
  3. 3. http://www.flickr.com/photos/girlgeek/29078014/
  4. 4. http://www.flickr.com/photos/gerlos/3119891607/
  5. 5. http://www.flickr.com/photos/jakecaptive/71298126/
  6. 6. http://www.flickr.com/photos/jakecaptive/71298126/
  7. 7. http://www.flickr.com/photos/jakecaptive/71298126/
  8. 8. http://www.flickr.com/photos/jakecaptive/71298126/
  9. 9. http://www.flickr.com/photos/jakecaptive/71298126/
  10. 10. http://www.flickr.com/photos/jakecaptive/71298126/
  11. 11. flickr.com/photos/luc/2944876508/
  12. 12. this is ... flickr.com/photos/yourdon/2715583000/
  13. 13. this is ... HUGE
  14. 14. What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/
  15. 15. http://www.flickr.com/photos/sir_mervs/2691990934/ n ! it io p e tCo m
  16. 16. flic.kr/p/4aGa4g
  17. 17. http://www.flickr.com/photos/rkleine/3567189079/
  18. 18. flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/
  19. 19. this is a change, too!
  20. 20. multimedia publicreal time social The Emerging Web is... 2-way mobile decentralized
  21. 21. real time
  22. 22. decentralized
  23. 23. multimedia
  24. 24. EC =flickr.com/photos/platinum/4555668/ MC
  25. 25. mobile flickr.com/photos/dasfotoimaginarium/6761402235/
  26. 26. is heon the phone? flickr.com/photos/dasfotoimaginarium/6761402235/
  27. 27. flickr.com/photos/dasfotoimaginarium/6761402235/
  28. 28. ?the web is inmy pocket
  29. 29. ?the library isin my pocket
  30. 30. 5. responsive design.
  31. 31. 5. responsive design.
  32. 32. social
  33. 33. http://www.flickr.com/photos/civisi/2611679744/ 2-way
  34. 34. public http://www.flickr.com/photos/sreejithk2000/2385193167/
  35. 35. public http://www.flickr.com/photos/sreejithk2000/2385193167/
  36. 36. What’s Topeka Doing?
  37. 37. Community ManagerScans Horizon Executive Editor Digital Branch ManagerLong Range Planner Evangelist Manager Answers Tough Questions
  38. 38. 3 Realities:1. all services will be physical & digital2. we’ll use the web to build unique stuff3. to some, the digital branch will be theironly branch
  39. 39. content
  40. 40. multimedia
  41. 41. Community
  42. 42. Front door(s)
  43. 43. conversation flickr.com/photos/ohiouniversitylibraries/3506866503/
  44. 44. in the website
  45. 45. in the website
  46. 46. in the website
  47. 47. in the website
  48. 48. in the website
  49. 49. outside the website
  50. 50. outside the website
  51. 51. outside the website
  52. 52. what to do? flickr.com/photos/b-tal/116220689/
  53. 53. ce i en er n? p g x sie e d
  54. 54. Why thinkabout that?
  55. 55. you have visitors. right now.What kind of experienceare they having?
  56. 56. Plan yourlibrary experience flickr.com/photos/ocarchives/3952964087/
  57. 57. flickr.com/photos/deansfurniture5/2462980045/
  58. 58. ten lisflickr.com/photos/94379417@N00/4808475862/
  59. 59. what arethey sayingabout you?
  60. 60. askflickr.com/photos/francois/ 404908918/ focus groups
  61. 61. stats
  62. 62. http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
  63. 63. flickr.com/photos/ohiouniversitylibraries/3507674990/
  64. 64. v e o nts pr oi Im P u c hT o
  65. 65. flickr.com/photos/jrnoded/3340607045/
  66. 66. flickr.com/photos/beyondbeauty/4241128107/
  67. 67. flickr.com/photos/mmewuji/4386845410/
  68. 68. flickr.com/photos/wlscience/4200630845/
  69. 69. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
  70. 70. flickr.com/photos/fornal/437703236/
  71. 71. flickr.com/photos/picturesofthings/2437232419/
  72. 72. flickr.com/photos/pperdue/3573858061/
  73. 73. whichis it?
  74. 74. flickr.com/photos/poblibrary/2674563551/ your processis showing
  75. 75. flickr.com/photos/poblibrary/2674563551/ your processis showing
  76. 76. customers firstflickr.com/photos/piet_musterd/1858568495/
  77. 77. go whereflickr.com/photos/beavis/2425374221/ people gather
  78. 78. ?
  79. 79. http://flickr.com/photos/gaetanlee/118885175/
  80. 80. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestina tio n
  81. 81. it’s adestina tion
  82. 82. Text Also adestina tio n
  83. 83. interac tion is key
  84. 84. flickr.com/photos/pitel/507791613/
  85. 85. yourstuff
  86. 86. yourstaff
  87. 87. Textactual staff
  88. 88. actual staff
  89. 89. flickr.com/photos/ajguel/5033855605/ Tackle Change
  90. 90. model the way/www.flickr.com/photos/jblyberg/4028376129/
  91. 91. flickr.com/photos/lulutoo/2951107695/
  92. 92. flickr.com/photos/deansfurniture5/2462980045/
  93. 93. Customer Journey Mappingflickr.com/photos/thetoad01/2317084812/
  94. 94. improving the ordinary flickr.com/photos/rvettese/264579764/ flickr.com/photos/goatopolis/189188667/
  95. 95. know your patrons
  96. 96. http://www.flickr.com/photos/fling93/115162765/
  97. 97. 101%
  98. 98. communic communication communicatioommunicationcommunicat mmunication communicationmmunication communication ommunication communicationommunication
  99. 99. Gauge your staff http://flickr.com/photos/imagezen/150337240/
  100. 100. FindChampions
  101. 101. With great power comes great... ? cibercomics.com/wp-content/uploads/2008/07/bis_layer_spiderman.gif
  102. 102. FindingTime
  103. 103. Changeyourfocus
  104. 104. Schedule your time
  105. 105. This is not your library
  106. 106. This is your library
  107. 107. flickr.com/photos/29106784@N02/2719649603/
  108. 108. Thank You!davidleeking.com
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