Hannelore Vogt
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Hannelore Vogt

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Presented at International Conference of Asian Special Libraries, Manila, 10-12 April 2013

Presented at International Conference of Asian Special Libraries, Manila, 10-12 April 2013

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    Hannelore Vogt Hannelore Vogt Presentation Transcript

    • Always onestep ahead!Always one step ahead!MarkeforingMarketing t librariesstrategiesfor libraries 1
    • StadtBibliothekKöln Cologne 1.000.000 inhabitants about 50 % of the children and young people have an immigrant background 70.000 students 2
    • 3
    • The Library System 4
    • Crime Novels in the Subway Krimiautomat 5
    • The Basics of Advocacy•  Commitment of all colleagues•  Being widely accepted•  Developing a strategy 6
    • Politicians & Public•  Dont complain!•  Spread positive news!•  Surprise! Do the unexpected!•  Present your regular work in a different way… 7
    • What is Customer Orientation? CustomerProducts StaffServices 8
    • Corporate Behaviour & Corporate Culture 9
    • Why do we need customer orientation?Satisfied Dissatisfiedcustomers customerstell up to 3 talk to 10-12persons persons aboutabout their their negativepositive experiencesexperiences 10
    • DIALOGUE 11
    • Special Customer Service 12 c: UB Marburg (Heike Heuser)
    • How to deal with rules… 13
    • Selfservice and 24/7 Service 14Radio Frequency Identification
    • Once upon a time… 15
    • Complaint management:the conventional and the virtual wayof doing it 16
    • Statistics Complaint Management questions 4 % criticism 44 %suggestion 29 % praise 23 % 17
    • BrandingIt‘s the first impression that counts! 18
    • First impression 19
    • ImageThe overall impression which a majority of people haveof the library or 20
    • Some features of the image•  Can only be changed in the long run•  Is based on emotions 21
    • Thats how it shouldnt be… 22
    • The basis for a good image •  Competence •  Reliability •  Prestige •  Unique features 23
    • How can we improve our image? •  Having a clear service profile •  Being customer-oriented 24
    • Halo-EffectThe overall impression which a person or a thing makeson others is dominated by a single positive feature 25
    • Inspire people with your enthusiasm!Make the citizens regard the library as THEIRlibrary and make them feel proud of it! 26
    • The question is not: How do we get support or attention? BUTHow can we interest other people in our ideas and our work? Augustinus 27
    • …Install „think tanks“…Develop new services…Look for partners and support…Work proactively When other libraries begin to plan, we have already made mistakes! 28
    • The Library as a Public Space
    • A library is more than books… 30
    • The Café 31
    • Mediapool and Makerspace 32
    • New Technologies and Programs 33
    • E-Reader & Tablets 34
    • With an App toour app to our e-books … With the eBook… 35
    • e-library: anytime and anywhere 36
    • Web2.0 - Marketing
    • geeks@cologneEvents abouttechnology andwebculture 38
    • New Programs for Young Adults 39
    • This is a Library…Science Slam in the CPL
    • 41
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    • geeks@cologne 2013•  Twitter-Reading-Event•  Movie-Night (postproduction, special effects with local companies)•  Space-Night•  Manga- and Comic-Events•  Girl Geek Dinner•  Gadget-Evening 45
    • iPad - Programs 46
    • Multimedia Projects Link Slideshow
    • Gaming Zone in the Teenage Library 48
    • Different Furniture for Kids! 49
    • Games, Games, Girls… in our Junior Library 50
    • Easymotion - Silver Gamers 51
    • Thank you for your attention! Maráming salamathannelore.vogt@stadt-koeln.de 52