1.
flickr.com/photos/94852245@N00/4338268272/ Soc ial M edia for customer conne ction sdavid lee king | topeka & shawnee county public library | davidleeking.com

2.
problem: we haven’t embraced the social web flickr.com/photos/30008935@N00/417833522/

3.
we havethe tools flickr.com/photos/safari_vacation/6257284524/

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not quitesure howto usethem!

5.
So, what do you think about our library? flickr.com/photos/10059155@N05/4712929433/

6.
Whats missing? face2face interaction flickr.com/photos/40624839@N02/3784049371/

7.
how onlineengagement works flickr.com/photos/23697075@N03/3010947232/

8.
flickr.com/photos/niallkennedy/667670285/

9.
3 ways to transform into aface2face library flickr.com/photos/94852245@N00/4338268272/

10.
1.listening flickr.com/photos/94852245@N00/4338268272/

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why listen? flickr.com/photos/58571789@N00/4519906494/

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what tolisten for flickr.com/photos/58571789@N00/4519906494/

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responding flickr.com/photos/58571789@N00/4519906494/

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listening in Topeka flickr.com/photos/58571789@N00/4519906494/

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2. basiccommunication (online) flickr.com/photos/94852245@N00/4338268272/

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conversational writing

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add pictures & video

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[like this] add pictures & video

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[“you”] be “you” online

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pics of staff new stuff customers!

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flickr.com/photos/hackleypubliclibrary/3903700537/ where arethe people?

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3. “doing”community flickr.com/photos/94852245@N00/4338268272/

23.
we get this

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flickr.com/photos/53472606@N00/2751815892/ less control here

25.
respondto critics flickr.com/photos/41987260@N00/3634805732/

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listen first flickr.com/photos/41987260@N00/3634805732/

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admit &apologize flickr.com/photos/41987260@N00/3634805732/

28.
be nice flickr.com/photos/41987260@N00/3634805732/

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be quiet(i.e., don’t respond) flickr.com/photos/41987260@N00/3634805732/

30.
develop athick skin flickr.com/photos/41987260@N00/3634805732/

31.
where to start! flickr.com/photos/94852245@N00/4338268272/

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askflickr.com/photos/94852245@N00/4338268272/

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set goals& strategy flickr.com/photos/21290415@N05/3006994838/

34.
who does the work? flickr.com/photos/aboutmattlaw/3673332299/

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measure success flickr.com/photos/aboutmattlaw/3673332299/

36.
creating great customer connectionsstarts with you! flickr.com/photos/94852245@N00/4338268272/

37.
thank you! davidleeking.com