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eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
eBooks and customer service
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eBooks and customer service

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This was presented for PLA by myself and Gwyn Stupar on May 1, 2012 as a webinar. Enjoy!

This was presented for PLA by myself and Gwyn Stupar on May 1, 2012 as a webinar. Enjoy!

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Transcript

  • 1. ebooks and customer service Gwyneth Stupar Leah L. White
  • 2. me Leah L. White Reader Services Librarian Northbrook Public Library @leahlibrarian yolaleah.tumblr.com facebook.com/yolaleah
  • 3. the planLeah will talk about:  why staff training is very important  tips for staff training  programming and outreach ideas
  • 4. and me! Gwyneth Stupar Web Services and Reference Librarian Northbrook Public Library @gwynonite
  • 5. the planGwyn will talk about:  web presence in relation to eBook services  examples of awesome library websites
  • 6. your website andyour eBook service http://bit.ly/yxRhqU
  • 7. “Consumers elect to availthemselves of self-servicetechnologies for a number ofreasons which are specific to themand not to the company thatprovides the service.”-Self-Service in the Internet Age: Expectations and ExperiencesBy Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
  • 8. in other words… ease of use avoidance of service personnel saving time availability of the service when and where the consumer requires it saving money - Self-Service in the Internet Age: Expectations and Experiences Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
  • 9. helping mom “why do I need to wait for an electronic book?” “I don’t know how to transfer my book to my Kindle and I can’t find anywhere that shows me how.” “this is the most difficult (service) I’ve ever had to navigate.” “can I go to the library to download it?”
  • 10. where do library websites fit in? PAGEACTUAL EBOOK ON PATRON SERVICE YOUR SUPPORT WEBSITE EXTREM IM ELY PORTANT: PAGE ON PATRON YOUR SUPPORT WEBSITE
  • 11. what patrons need to knowget help  in the Library  on the Website  through the Service login for more titles (Advantage Program) that librarians are advocates for patrons in the digital landscape
  • 12. our story: Northbrook Public Library 2007: a link to our Overdrive Consortium, MyMediaMall, from our homepage 2010: website redesign. page is on multimedia section with links from the “Books” tab and “Teens” tabs 2012: downloads page front and center on main navigation menu
  • 13. downloads still not quite there yet usability?
  • 14. “When you are face to face with difficulty, you are up against a discovery.” -Lord Kelvin (William Thomas)
  • 15. Wilmette Public Library
  • 16. Park Ridge Public Library
  • 17. be consistent in wording but still build gateways downloads eBooks eContent eAudiobooks eCollection downloadables eStuff digital materials
  • 18. eBooks must be in your online catalogEncyclopedia of Food and Culture
  • 19. usability testing“W im ovem pl ans m st ar t wit h a eb pr ent ust com it m t o cust om ser vice.” m ent er -Candi Har r ison, f or m Depar t m W M er ent eb anager at t he U.S. Depar t m of Housing and Ur ban Devel opm ent ent
  • 20. starting over
  • 21. staff training
  • 22. staff training = best. customer service. ever.
  • 23. THE BEST W TO SERVE PATRONS IS TO TRAIN YOUR STAFF AY ht t p://goo.gl /yX5uQ ht t p://goo.gl /7McQQ ht t p://goo.gl /m B Tul
  • 24. remove the fear empower your staff create a sense of pride and accomplishment this enthusiasm is contagious! avoid cringe-worthy patron interactions  you know what i’m talking about
  • 25. simplify service points“ebooks aren’t part of my job. go over there.” *points* ht t p://bit .l y/KiJOhU
  • 26. ebooks are a part of our job don’t forget: ebooks are still books every service point should know basic info you need more than one person or one department
  • 27. staff training tips
  • 28. INVEST IN EREADERS FOR TRAINING PURPOSES ht t p://goo.gl /UEwwCht t p://goo.gl /uIJmr ht t p://goo.gl /vkWTs
  • 29. investment is worth it staff time saved = money saved we are not pushing people to find support at for-profits, like best buy speaking of best buy...  ahem, just train your staff
  • 30. what should you buy? what do you get questions about? think about ereader types think about your community if you can, buy for each department  if not, create a check out system
  • 31. okay...now what?
  • 32. create your team leaders and mentors selection is important positive and dedicated patience ht t p://goo.gl /PnXj t
  • 33. create a planwrite a mission statementexample: This training program is designed to provide anoverall level of comfort for all public service staff whoreceived an ipad2.create a timelinecreate a strategy
  • 34. strategy?
  • 35. all hail the workbook!exercises and step by step explanations
  • 36. workbook tips each device needs it’s own workbook start very basic and then move towards the more complicated tasks must work for all technical levels write while you use the device the screenshot issue
  • 37. before launch pilot the program ht t p://goo.gl /Iy2x0
  • 38. ready to launch! create a series of classes optional “meet the ereader” open lab style for questions continually evaluate, update, and tweak
  • 39. customer service tipsinside the library, programs, outreach ht t p://bit .l y/IvQ24d
  • 40. on the spot assistance don’t force everyone into appointments communicate to patrons that assistance takes time have handouts or something patrons can walk away with ht t p://goo.gl /my7zw
  • 41. speaking of appointments... some people really need individual attention get more in-depth have a system  who teaches? What days? keep a schedule  google calendar
  • 42. speaking of handouts... keep them current keep them handy keep them on your website
  • 43. CLASSES, POP-UP PETTING ZOOS, LOBBY TABLESht t p://bit .l y/KiLd8q ht t p://bit .l y/KiLo3j
  • 44. get out of the library!reach out to the people who don’t realize they can’t check out eBooks for free! ht t p://bit .l y/KiM y 3l ht t p://bit .l y/KiMRXm
  • 45. all things considered the website needs to be customer friendly because the product is not staff training is extremely important give people varied options for learning
  • 46. any questions? follow us!  @leahlibrarian  @gwynonite ht t p://goo.gl /RyNqV

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