20100322 Whats Going On Here


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20100322 Whats Going On Here

  1. 1. What’s Going On Here? Consumer Trends and Expectations MCLC Tech Talk March 23, 2010 Anne Christensen Phoenix Public Library
  2. 2. Technology is never either/or, it is always “and” Baby Steps Save The Time Of The Reader Five Things to Hang On To Today Rome Wasn’t Built In a Day The Library Is A Growing Organism
  3. 3. October/November 2009 <ul><li>Consumer expectations about new tech will hit us as soon as new tech is available. It won’t wait until we are ready. </li></ul>Hypertasking Augmented Reality Reviews Community Opinions Conversation Participation Mobile Feedback Real-Time Convenience Public Relations Ownership Speed Functionality Geolocation Opportunity Social Media Trending Spend Money, Save Time Digital Natives Transparency Choice Options Success Giving
  4. 4. TREND TOPICS <ul><li>Owned and Non-Owned Experiences </li></ul><ul><li>Hypertasking </li></ul><ul><li>Generation “G” </li></ul><ul><li>Augmented Reality </li></ul><ul><li>Conversation </li></ul><ul><li>Community Building </li></ul>
  5. 5. Owned Experiences http://trendwatching.com/trends/nowism/
  6. 6. Owned and Non-Owned Experiences An owned experience is an experience that is at a specific time, and/or for a specific amount of time, and/or in a specific place and/or money is spent You Just Have To Be There! A non-owned experience is something you experience second-hand at a time you choose and as cheaply as possible You Can Download This!
  7. 7. <ul><li>Order groceries for delivery instead of the experience of shopping </li></ul>Non-Ownership Examples View raw footage of an event, for better or worse, instead of being there Use the DVR or go online to view a television program on your time instead of owning the experience of seeing it real-time
  8. 8. &quot;The Checkout&quot; report, June 2009 Consumers are becoming less willing to own the experience of physically shopping around for bargains. They prefer to spend more money for convenience and to save time http://trendwatching.com/trends/nowism/
  9. 9. Owned Experiences <ul><li>Owned experiences are </li></ul><ul><li>valued experiences. </li></ul><ul><li>Consumers especially make time for owned experiences that gives them a sense of community or require their presence for a unique experience </li></ul><ul><li>Travel </li></ul><ul><li>Hobbies/Interests </li></ul>Coming To The Library Is An Owned Experience
  10. 10. Hypertasking “ There’s an app for that”
  11. 11. Hypertasking <ul><li>On the Go </li></ul><ul><li>Uses convenient and painless decision-making and e-commerce tools </li></ul><ul><li>Saves time for desired owned experiences </li></ul>Mobile Devices Are Born for Hypertasking http://trendwatching.com/trends/functionall/
  12. 13. Functionality
  13. 15. Generation “G”
  14. 16. Consumers are done with equating flashy toys and wealth with social status They are finished with institutions that don’t care, don’t listen to them. Consumers want institutions that care about them by responding to their shared opinions and experiences http://trendwatching.com/trends/generationg/ Sharing and Social Recognition Instead of Bling Generosity
  15. 17. Types of Generosity Volunteering Donations Opinions and Reviews Types of Social Recognition Success of the Endeavor Local or Widespread Attention to the Success Response by Organization
  16. 18. HAITI Citation lost  In 36 hours, donations made via mobile phones for Haiti Earthquake Relief surpassed $7 million Success! Widespread Attention! To donate, consumers texted a keyword to a designated short code to seamlessly make a micro-donation of $5 or $10 to the cause Convenient! Fast!
  17. 19. E-Giving, E-Commerce <ul><li>Text a Librarian's Mobile Donations Initiative   </li></ul><ul><li>Nokia Money </li></ul><ul><li>Mobile Giving Foundation </li></ul>http://www.textalibrarian.com/mobiledonations http://mobilegiving.org/?page_id=24
  18. 20. Where Am I? What Can I Do Right Now? What’s Good? How Recent Is This Information? Augmented Reality
  19. 24. Conversation
  20. 26. <ul><li>You Need at Least </li></ul>TWO People Who Interact to Make a Conversation
  21. 27. Opinions and Reviews http://trendwatching.com/trends/transparencytriumph/ The Nielsen survey shows that 90% of online consumers worldwide trust recommendations from people they know, while 70% trust consumer opinions posted online . Reviews Are The New Advertising
  22. 28. Track ‘em Down <ul><li>Find the chatter in non-library venues by using some of the tools below. In the next couple of years expect even more ways to discover opinions and reviews </li></ul>www.trendsmap.com www.collecta.com search.twitter.com www.sency.com www.socialmention.com
  23. 29. Truth and Bias <ul><li>The deluge in postings will unmask, outnumber and thus neutralize fake reviews posted by malicious consumers or desperate brands </li></ul><ul><li>In the near future, consider the discussion on whether to trust online reviews to be over </li></ul>http://trendwatching.com/trends/transparencytriumph/
  24. 30. <ul><li>People want to be heard. Response assures them they were heard. Changes made due to a review also count </li></ul><ul><li>Reviewers perceive your organization as an organization that cares about what they think </li></ul><ul><li>Opinions about services, collections, and programs improve </li></ul>Why Turn Reviews and Opinions into Conversation?
  25. 31. Response WIN! http://www.walkingpaper.org/2593
  26. 32. Protect And Improve Reputation Leverage Free Advertising Keep The Conversation Alive Make The Conversation Real-Time RESPOND RESPOND RESPOND Joining The Conversation Find As Many Reviews As Possible, Including Those That Come In Via Low-Tech Channels
  27. 33. Building Community <ul><li>What does matter in libraries, what we are good at, is community, learning, and interactions. </li></ul><ul><li>- Stephen Abrams </li></ul><ul><li>CLA 2007 </li></ul>http://librarianinblack.net/librarianinblack/2006/11/cla_2006_stephe.html
  28. 34. Myth: Avoiding In-Person Contact <ul><li>November 2009 </li></ul><ul><li>Pew Internet and American Life Project </li></ul><ul><li>There has been no significant jump in the number of truly isolated Americans </li></ul><ul><li>Internet users like clubs and do leave their rooms </li></ul><ul><li>On-line experiences often result in off-line experiences </li></ul>http://www.pewinternet.org/Reports/2009/18--Social-Isolation-and-New-Technology.aspx
  29. 35. Number of informal in-person meetups? Unknown Known non-sponsored ’fests? Over 30 and growing Y2K World Dating Tour “ Old-timers” still visit to share with newcomers but also use FB to keep up with particular friends www.divorceonline.com Established @May 1996
  30. 36. Observation Post Keeping Up
  31. 37. Trendwatching.com <ul><li>Free briefings available via email or newsfeed </li></ul><ul><li>“ Independent and opinionated trend firm” </li></ul><ul><li>Worldwide network of trendspotters </li></ul>Source: www.trendwatching.com . One of the world's leading trend firms, trendwatching.com sends out its free, monthly Trend Briefings to more than 160,000 subscribers worldwide.
  32. 38. Don’t Miss These Newsfeeds! <ul><li>ALA TechSource Blog </li></ul><ul><li>American Libraries Gigantic Everything Feed </li></ul><ul><li>David Lee King </li></ul><ul><li>iLibrarian </li></ul><ul><li>LibrarianInBlack </li></ul><ul><li>*Stephen’s Lighthouse </li></ul><ul><li>(New feed: http:// stephenslighthouse.com /?feed=rss2 ) </li></ul><ul><li>* Pew Internet and American Life Project: Reports Feed </li></ul><ul><li>* Trendwatching.com </li></ul>
  33. 39. More Great Newsfeeds <ul><li>blogwithoutalibrary.net </li></ul><ul><li>Free Range Librarian </li></ul><ul><li>Gather No Dust </li></ul><ul><li>http://librarystuff.onlineinc.com/wp-rdf.php </li></ul><ul><li>Library Journal - Library 2.0 </li></ul><ul><li>Libraryman </li></ul><ul><li>MCLC Library Tech Talk </li></ul><ul><li>Tame The Web </li></ul>
  34. 40. Egotistical Self-Promotion <ul><li>See my newsfeeds, summaries, and sometimes, original content at: </li></ul><ul><li>librarylandroundup.blogspot.com </li></ul>
  35. 41. Budgets And Staffing And Policy, Oh My!
  36. 42. <ul><li>How will you keep finding out about these trends and tools? </li></ul><ul><li>What existing methods can you use to inform your staff about these trends and tools? </li></ul><ul><li>Does your staff know it’s ok to learn and experiment? </li></ul>Baby Steps
  37. 43. <ul><li>Do your administrators know about these things and how they can be used to improve library services, improve the library’s reputation, and build community? </li></ul>
  38. 44. Opportunities <ul><li>What things will consumers want to do on a mobile library website? </li></ul><ul><li>How can we improve our website while also making a great mobile website? </li></ul><ul><li>How can we make mobile apps for the library easy to find? </li></ul>
  39. 45. Opportunities <ul><li>Can we tap into “Generation G’s” giving nature? </li></ul><ul><li>What is needed at all access points to make giving painless and convenient? </li></ul><ul><li>Will you make any new physical locations convenient to places customers will be going anyway? </li></ul><ul><li>How many ways can we make customers aware of opportunities for giving, interaction, input and feedback, and hypertasking? </li></ul>
  40. 46. Opportunities <ul><li>Are we adding info to augmented reality and opinion sites? </li></ul><ul><li>Can we keep this information refreshed and real-time? </li></ul><ul><li>What do we need to actively search for and respond to opinions on non-library related sites? </li></ul>
  41. 47. Contact Me! I Can’t Shut Up! Anne Christensen 602-534-7858 [email_address] Facebook: Search for Booktender Librarylandroundup.blogspot.com
  42. 48. Cited <ul><li>Trends </li></ul><ul><li>http://trendwatching.com/trends/transparencytriumph/ </li></ul><ul><li>http://trendwatching.com/trends/generationg/ </li></ul><ul><li>http://trendwatching.com/trends/functionall/ </li></ul><ul><li>http://trendwatching.com/trends/nowism/ </li></ul><ul><li>Experts Speak </li></ul><ul><li>http://librarianinblack.net/librarianinblack/2006/11/cla_2006_stephe.html </li></ul>
  43. 49. Cited (Con’t) <ul><li>Tracking Conversation </li></ul><ul><li>www.foursquare.com </li></ul><ul><li>www.trendsmap.com </li></ul><ul><li>www.collecta.com </li></ul><ul><li>search.twitter.com </li></ul><ul><li>www.sency.com </li></ul>
  44. 50. Cited (Con’t) <ul><li>E-Commerce and Donations </li></ul><ul><li>http://www.textalibrarian.com/mobiledonations </li></ul><ul><li>www.nokiamoney.com </li></ul><ul><li>www.mobilegiving.org </li></ul><ul><li>Community </li></ul><ul><li>http://librarianinblack.net/librarianinblack/2006/11/cla_2006_stephe.html </li></ul><ul><li>www.divorceonline.com </li></ul>
  45. 51. Cited (Con’t) <ul><li>Responding </li></ul><ul><li>http://www.walkingpaper.org/2593 </li></ul><ul><li>Isolation </li></ul><ul><li>http://www.pewinternet.org/Reports/2009/18--Social-Isolation-and-New-Technology.aspx </li></ul>