Customer service and social media 2012


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PowerPoint I used in 2012 for a social media training session for librarians. Facts and figures will now be out of date.

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  • networking sitesbookmarking sitesphoto/videosharing sitesblogs which allow commentswikis
  • (as opposed to a flat website)
  • Stories about how I use it and what I get from it – current awareness – articles/bloggers – Pinterest – training – asking for permission to use things. Book chapter. Know more about cilip. And cilip staff. Check twitter about 3x a day, since started using it more aware about librarianship in wider context and more aware of CILIP than ever before. Follow conferences – use it to write ‘notes’ about conferences and share with my followersLearn about new initiatives quicklyAm far too lazy to find all the articles through using databases and then read all the articles I would need to, to be as up-to-date as I am nowAsk questions, get helpBuild networks/meet people2 book chapters – no money from this but increased reputationWhat have you done, where are you going what are you working on – network! They are interested if you’re doing interesting things. They might want to do that too for their service– ask questions/for opinions(and what people think about them)such as useful articles, blog posts, new software etc. Give back too
  • Here ask for what those that do use it, get out of it, ask those who don’t why not? Twitter temperature – Post it? People reluctant to say? Flip chart it? DemoDemo creating account get them to do it. Follow some people x 2 get list for them on handoutShow blocking toolCompose tweetRetweetDirect message someoneShow where you find mentions/interactionsShow lists and how to do it.
  • Use different applications to manage accounts, schedule tweets etc.
  • I blog and I sit next to someone in the office who blogs. Across the office our software developer blogs about what he’s doing for the techies and he’s not a writer like us…, next door my boss blogs for the projects she’s managing. Who do you know who is blogging? In 2004 there were 3 million blogs – as of July 2011 there were 164 million. (write on flip chart) Blogs can be considered the foundation of social media and many blogs are now incredibly successful. The news and comment site the Huffington Post was actually sold to AOL last year for $315 million.  Many other successful blogs are now publishing books their own books and selling all sorts of merchandise. (Zooborns, CakeWrecks)Technorati’s has lists of the most popular blogs every day and the top 3 are the Huff Post, Mashable (social media) Gizmodo (science and smart design/tech) 
  • Community building, engagement, showing the people behind the library David Leed King says that for not for profit libraries, ‘your brand is your people’: Library resources: Special projects: Task groups: Reflective writing:
  • Sue Lawson – no controlsBeth’s quote for some people Facebook is the internet – and if they don’t want to use you in that way they will self selectIt doesn’t take long to set up a facebook page. And it depends on how important you see it – you can do a good job by just going in for 5 mins morning and eveningDon’t. Have separate accounts – very good idea to keep work life and private life separateIt’s ENORMOUS. Everyone else is doing it and you’re missing a trick if you’re not – especially as it’s FREE. Usually people who haven't used it say this and it depends on what you use it for and everyone uses it differently – it’s about individuals and their choices.
  • Demo? Searching for a couple of pages? Orkney libraries, Grateful Dead archives, LILAC. Explain that it’s not great – but it was easy…hardest thing was re-sizing the logo. Loads of room for improvement. Then get them to do exercise
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  • Customer service and social media 2012

    1. 1. Lisa Jeskins Training Enhancing Customer Experience using Social Media 25th July 2012
    2. 2. Plan 10.30-10.45 Welcome and introductions 10.45-11.10 Introduction to social media 11.10-11.20 Introduction to Twitter 11.20-11.35 Break 11.35 -12.35 Twitter 12.35-13.05 Blogging (1) 13.05-13.35 Lunch 13.40-13.55 Blogging (2) 13.55-14.40 Facebook 14.40-14.55 Break 14.55-15.05 Pinterest 15.05-15.30 Strengths and weaknesses 15.30-16.00 Summary
    3. 3. What is social media? “In Web 2.0 terms, this would be a website that doesn't just give you information, but interacts with you while giving you that information.” From web trends:
    4. 4. Above all, customers want to be listened to, understood, made to feel important, treated like an individual and dealt with flexibly. Flickr CC:
    5. 5. How can you help to achieve this using social media? Social media gives your customers extra communication channels so they can be heard Your customers will have access to communications channels that allow them to interact with you and engage in twoway communication It could also give your customers extra communication channels that might appeal more to their learning style or workflow
    6. 6. So how can YOU use social media? You can use it to market your service You can start to engage with your customers You can find out what your customers are saying about your services You can react quickly to queries or complaints You can use it to network and create your own professional networks You can find ‘stuff’ out quickly
    7. 7. Why Twitter? Why Twitter? Twitter has nearly 500 million users Twitter has nearly 500 million users There are 13 new Twitter accounts per second There are 13 new Twitter accounts per second There are 23.8 Million UK users There are 23.8 Million UK users Twitter is now ‘news’ and is not going away Twitter is now ‘news’ and is not going away Jeff Bullas: Jeff Bullas: Just how big is Twitter in 2012: Just how big is Twitter in 2012:
    8. 8. Using Twitter for your professional development Tell followers about you and what you do Find out about new initiatives quickly Use your followers as your knowledge bank Find and share good practice and information with peers
    9. 9. Why would you use Twitter for your service? You can engage with users and monitor what is being said and respond to queries You can engage with similar organisations You can raise awareness about your service or events You can promote your service and share news and updates with your followers
    10. 10. What can you do with a Twitter account? Retweet RT @jeffbullas: The World’s 20 Most Popular Facebook Pages Hashtags #rnibsocmed, #bbc Reply @LisaJeskins thnx for the link Direct Message (no-one else can read) @bethanar Here’s my email address … Mentions Thanks for the great link @RNIB Create lists of useful twitter accounts
    11. 11. Exercise and group discussion Create your twitter account and follow the instructions on your handout. In pairs, discuss Twitter and answer the questions on your handout. Flickr CC: US Embassy Tokyo - Feedback to the group.
    12. 12. Twitter tools Hootsuite and Tweetdeck are tools that can help you to organise multiple accounts and schedule tweets. Hootsuite – web-based Tweetdeck – desktop download or web-based
    13. 13. Jeff Bullas considers “blogging to be biggest revolution in publishing since the Gutenberg press.” Why? Blogging software is easy to use Social networks can be use to selfpromote Low cost and high speed broadband Low cost pcs and laptops Flickr CC: David Masters
    14. 14. How can you use blogs in the library? Blog about new books and materials, library guides, library skills courses or other events that you are providing for your customers Blog about new developments and innovations for your peers and stakeholders Blogs need to be regularly updated, they shouldn’t be static, people will switch off.
    15. 15. Exercise and group discussion Have a look at the blogs on your handout. In pairs, discuss blogs and blogging and answer the questions on your handout. Feedback to the group. Flickr CC: genista -
    16. 16. Facebook Facebook has 845 million active users Every 60 seconds 700,000 Facebook messages are sent 2.7 billion likes are posted every day Mobile users of Facebook have increased dramatically 2010 = 63 million, 2012 = 425 million The average Facebook user has 130 friends and is connected with 80 pages, groups and events Stats from March 2012
    17. 17. Why don’t people want to use Facebook? Fear of ‘losing control’ Fear of invading users’ space Fear of too much work and too little time Fear of mixing personal and professional Not appreciating how big Facebook is Believing the ‘hype’ Flickr CC:
    18. 18. Exercise and group discussion Have a look at the Facebook pages on your handout. In pairs, discuss Facebook and answer the questions on your handout. Feedback to the group. Flickr CC: genista -
    19. 19. Exercise and group discussion Split into 2 groups. Discuss the strengths and weaknesses of social media. Use your flipchart paper to record. You have 10 mins. Feedback to the group. Flickr CC: Project Bamboo -
    20. 20. Pinterest
    21. 21. Strengths and weaknesses of social media Free and easy to set up Not a single solution More and more popular Not everyone is on it Appeals to different customers (personality types/learning styles) Allows for conversations and engagement with customers Enables you to find out what customers are saying about you More work (although once initial thinking, planning and setting up is done, it doesn’t have to take a long time to actually do)
    22. 22. Any questions? Email: Website: Flickr CC: Charles Haynes -