ebooks and customer service         Gwyneth Stupar          Leah L. White
me   Leah L. White   Reader Services Librarian   Northbrook Public Library   @leahlibrarian   yolaleah.tumblr.com   ...
the planLeah will talk about:     why staff training is very important     tips for staff training     programming and ...
and me!   Gwyneth Stupar   Web Services and    Reference Librarian   Northbrook Public Library   @gwynonite
the planGwyn will talk about:     web presence in relation to eBook services     examples of awesome library websites
your website andyour eBook service       http://bit.ly/yxRhqU
“Consumers elect to availthemselves of self-servicetechnologies for a number ofreasons which are specific to themand not t...
in other words…   ease of use   avoidance of service personnel   saving time   availability of the service when and wh...
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  ca...
where do library websites fit in?                      PAGEACTUAL EBOOK           ON                  PATRON   SERVICE    ...
what patrons need to knowget help      in the Library      on the Website      through the Service login for more titl...
our story: Northbrook Public Library 2007: a link to our Overdrive Consortium, MyMediaMall,  from our homepage 2010: web...
downloads   still not quite there yet   usability?
“When you are face to face with difficulty, you are up   against a discovery.”     -Lord Kelvin (William Thomas)
Wilmette Public Library
Park Ridge Public Library
be consistent in wording         but still build gateways downloads eBooks eContent eAudiobooks eCollection download...
eBooks must be in       your online catalogEncyclopedia of Food and Culture
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 ...
starting over
staff training
staff training = best. customer service. ever.
THE BEST W TO SERVE PATRONS IS TO TRAIN YOUR STAFF          AY                                     ht t p://goo.gl /yX5uQ ...
remove the fear   empower your staff   create a sense of pride and accomplishment   this enthusiasm is contagious!   a...
simplify service points“ebooks aren’t part of my job. go over there.” *points*                       ht t p://bit .l y/KiJ...
ebooks are a part of our job   don’t forget: ebooks are    still books   every service point    should know basic info ...
staff training tips
INVEST IN EREADERS FOR TRAINING PURPOSES                                   ht t p://goo.gl /UEwwCht t p://goo.gl /uIJmr   ...
investment is worth it   staff time saved = money saved   we are not pushing people to find support at for-profits, like...
what should you buy?   what do you get questions about?   think about ereader types   think about your community   if ...
okay...now what?
create your team   leaders and mentors   selection is important   positive and dedicated   patience                   ...
create a planwrite a mission statementexample: This training program is designed to provide anoverall level of comfort for...
strategy?
all hail the workbook!exercises and step by step explanations
workbook tips   each device needs it’s own workbook   start very basic and then move towards the more    complicated tas...
before launch  pilot the program      ht t p://goo.gl /Iy2x0
ready to launch!   create a series of classes   optional   “meet the ereader”   open lab style for questions   contin...
customer service tipsinside the library, programs, outreach              ht t p://bit .l y/IvQ24d
on the spot assistance   don’t force everyone    into appointments   communicate to    patrons that assistance    takes ...
speaking of appointments...   some people really need    individual attention   get more in-depth   have a system     ...
speaking of handouts...   keep them current   keep them handy   keep them on your    website
CLASSES, POP-UP PETTING ZOOS, LOBBY TABLESht t p://bit .l y/KiLd8q          ht t p://bit .l y/KiLo3j
get out of the library!reach out to the people who don’t realize they can’t check                   out eBooks for free!  ...
all things considered   the website needs to be customer friendly because the    product is not   staff training is extr...
any questions?   follow us!       @leahlibrarian       @gwynonite                                    ht t p://goo.gl /R...
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!

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eBooks and customer service

  1. 1. ebooks and customer service Gwyneth Stupar Leah L. White
  2. 2. me Leah L. White Reader Services Librarian Northbrook Public Library @leahlibrarian yolaleah.tumblr.com facebook.com/yolaleah
  3. 3. the planLeah will talk about:  why staff training is very important  tips for staff training  programming and outreach ideas
  4. 4. and me! Gwyneth Stupar Web Services and Reference Librarian Northbrook Public Library @gwynonite
  5. 5. the planGwyn will talk about:  web presence in relation to eBook services  examples of awesome library websites
  6. 6. your website andyour eBook service http://bit.ly/yxRhqU
  7. 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. 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. 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. 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. 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. 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. 13. downloads still not quite there yet usability?
  14. 14. “When you are face to face with difficulty, you are up against a discovery.” -Lord Kelvin (William Thomas)
  15. 15. Wilmette Public Library
  16. 16. Park Ridge Public Library
  17. 17. be consistent in wording but still build gateways downloads eBooks eContent eAudiobooks eCollection downloadables eStuff digital materials
  18. 18. eBooks must be in your online catalogEncyclopedia of Food and Culture
  19. 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. 20. starting over
  21. 21. staff training
  22. 22. staff training = best. customer service. ever.
  23. 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. 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. 25. simplify service points“ebooks aren’t part of my job. go over there.” *points* ht t p://bit .l y/KiJOhU
  26. 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. 27. staff training tips
  28. 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. 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. 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. 31. okay...now what?
  32. 32. create your team leaders and mentors selection is important positive and dedicated patience ht t p://goo.gl /PnXj t
  33. 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. 34. strategy?
  35. 35. all hail the workbook!exercises and step by step explanations
  36. 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. 37. before launch pilot the program ht t p://goo.gl /Iy2x0
  38. 38. ready to launch! create a series of classes optional “meet the ereader” open lab style for questions continually evaluate, update, and tweak
  39. 39. customer service tipsinside the library, programs, outreach ht t p://bit .l y/IvQ24d
  40. 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. 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. 42. speaking of handouts... keep them current keep them handy keep them on your website
  43. 43. CLASSES, POP-UP PETTING ZOOS, LOBBY TABLESht t p://bit .l y/KiLd8q ht t p://bit .l y/KiLo3j
  44. 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. 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. 46. any questions? follow us!  @leahlibrarian  @gwynonite ht t p://goo.gl /RyNqV

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