Productivity Hacks: Learn the Secrets of Highly Productive PeopleAnthony Molaro
What is a Pomodoro timer? Should you have a todo list? Where should you keep your stuff? How do you achieve more at work and maintain or create work/life balance? This MLA webinar will focus on strategies and tips to improve your information management, email management, task management & time management skills.
The Art of Networking & Effective RequestsScott Robinson
5.16.13 RISE Week Austin, TX 10AM Presentation at TechRanch. Session:
Austin allows you the opportunity to meet a lot of people. Our community is so supportive that it's common a complete stranger will take you up on a coffee invite to help you in any way they're able. But the process leading up to and following can get pretty cloudy for all involved. And if you aren't smart about how you reach out, you can needlessly waste serious time and your reputation capital in the process. In this session, I'll share the techniques I've developed over my career to get the meeting you want in the most efficient way possible that sets up your interaction to be meaningful, and the relationship footing on a level ground. You'll learn how to better position yourself, your product or service, and remain relevant before during and after meeting someone. How to add value you didn't know possible, and how to become well regarded for doing the simple little things beyond meeting someone that 99% of entrepreneurs don't do.
Productivity Hacks: Learn the Secrets of Highly Productive PeopleAnthony Molaro
What is a Pomodoro timer? Should you have a todo list? Where should you keep your stuff? How do you achieve more at work and maintain or create work/life balance? This MLA webinar will focus on strategies and tips to improve your information management, email management, task management & time management skills.
The Art of Networking & Effective RequestsScott Robinson
5.16.13 RISE Week Austin, TX 10AM Presentation at TechRanch. Session:
Austin allows you the opportunity to meet a lot of people. Our community is so supportive that it's common a complete stranger will take you up on a coffee invite to help you in any way they're able. But the process leading up to and following can get pretty cloudy for all involved. And if you aren't smart about how you reach out, you can needlessly waste serious time and your reputation capital in the process. In this session, I'll share the techniques I've developed over my career to get the meeting you want in the most efficient way possible that sets up your interaction to be meaningful, and the relationship footing on a level ground. You'll learn how to better position yourself, your product or service, and remain relevant before during and after meeting someone. How to add value you didn't know possible, and how to become well regarded for doing the simple little things beyond meeting someone that 99% of entrepreneurs don't do.
Social Media and the Disability Conversation: How to Use Social Media for Adv...Lisa Flowers
Presented at the 5th International Conference on Disability and Rehabilitation in Riyadh, Saudi Arabia. The event was hosted by King Salman Center for Disability and Rehabilitation.
Make fans & influence people using Facebook & other social media (NTRLS TechN...Arlington Public Library
Libraries exist to connect with people and help them to connect with their world. Social media gives us new tools to help carry out that mission by allowing us to be more engaging, conversational and playful. Arlington Public Library staff wants people to see the library subconsciously as their trusted smart friend who steers them toward ideas and resources which they might not encounter on their own. Learn how to broaden your patron base and deepen connections by putting a human face on your institution.
Objectives: Recognize ways social media can help promote library services; Identify tools for library fans which can multiply a library’s message; Examine social media's promise for delivering personalized customer service; Acquire practical tips and tricks for connecting with library fans and for handling administrative tasks.
A brand is not your logo, it is not your name, it is not your colours. In a connected era you need to keep in mind that everything you do - especially when you are a startup - and everything you believe in make up the DNA of your image. It's not enough to tell any more, you have better show to an audience that you handle as human beings and partners in growth.
How do you find these foundations, how do you understand your customers better? What helps to distill a clear and simple message?
Slightly reading friendlier slides from my talk on branding for startups at Itnig, Barcelona. Coming together from 10 years of experience in communication, working for advertising agencies, consulting freelance, running and working with startups.
Social Media and the Disability Conversation: How to Use Social Media for Adv...Lisa Flowers
Presented at the 5th International Conference on Disability and Rehabilitation in Riyadh, Saudi Arabia. The event was hosted by King Salman Center for Disability and Rehabilitation.
Make fans & influence people using Facebook & other social media (NTRLS TechN...Arlington Public Library
Libraries exist to connect with people and help them to connect with their world. Social media gives us new tools to help carry out that mission by allowing us to be more engaging, conversational and playful. Arlington Public Library staff wants people to see the library subconsciously as their trusted smart friend who steers them toward ideas and resources which they might not encounter on their own. Learn how to broaden your patron base and deepen connections by putting a human face on your institution.
Objectives: Recognize ways social media can help promote library services; Identify tools for library fans which can multiply a library’s message; Examine social media's promise for delivering personalized customer service; Acquire practical tips and tricks for connecting with library fans and for handling administrative tasks.
A brand is not your logo, it is not your name, it is not your colours. In a connected era you need to keep in mind that everything you do - especially when you are a startup - and everything you believe in make up the DNA of your image. It's not enough to tell any more, you have better show to an audience that you handle as human beings and partners in growth.
How do you find these foundations, how do you understand your customers better? What helps to distill a clear and simple message?
Slightly reading friendlier slides from my talk on branding for startups at Itnig, Barcelona. Coming together from 10 years of experience in communication, working for advertising agencies, consulting freelance, running and working with startups.
A to Zoo: meeting from the TEC Center at EriksonCen Campbell
This is the presentation I gave at the TEC Center at Erikson in Chicago on Oct 3&4 2013. In attendance were representatives of the Fred Rogers Center, the TEC Center at Erikson, the Association of Library Services to Children, Children's Technology Review, the California State Library, Digital-Storytime.come & LittleeLit.com
Using door to-door marketing for library card sign-ups-finalEveryLibrary
Presented as a webinar for ALA with our colleagues from the Cedar Park (IA), Crystal Lake (IL) and Milpitas (CA) libraries, you can learn practical and actionable ideas for putting best practices from political campaigns for door to door engagement with your community to work for Library Card Signup Month. Web archive of the presentation is available at http://ala.adobeconnect.com/p73mu8bs0k7/ (forward to the 2 minute mark to begin, please).
Almost every organization struggles with getting new supporters—donors, members, volunteers, or others—and keeping old ones. Luckily, both problems can be solved with smart communications.
This session at the 2017 Nonprofit Technology Conference introduced strategies for building a brand that supporters love, so that they not only engage with your organization once, but do so repeatedly and ultimately encourage others to do so. We discussed ways to clearly communicate with audiences so they better understand who they are supporting and why—and so they’re more likely to come back. Drawing from real-life examples, we explored how you can get supporters to connect with work being done thousands of miles away using creative tools like virtual reality. We also discussed how stories, images, and diverse voices can help your supporters develop deep ties to your work. Finally, we touched on ways to empower your supporters to raise money for you as the ultimate brand ambassadors.
Digital marketing is vague and changes every day; there aren’t a ton of hard and fast rules. We’re all learning as we go. However, our goal remains a very basic, human one: connecting with people and inspiring feelings within them. Regardless of any changes in technology or fancy, shiny tools that come along, that core goal remains the same. Join Matt Byrd, Senior Email Marketing Manager at Litmus, as he discusses the skills and tools digital marketers need keep a solid foot on the ever-changing landscape of digital marketing. You’ll walk away well-versed in methods for thinking critically to build modern marketing skills and competency, regardless of your professional background.
Cross-team Pair Testing: Lessons of a Testing Traveler (SwanseaCon 2018)Lisi Hocke
Talk given at SwanseaCon 2018
Abstract:
Did you ever wonder how to improve your testing skills? Well, I did. I wanted to learn where I stood in terms of my testing knowledge and at the same time improve my exploration and automation skills. So I decided to run an experiment and do a testing tour, pair testing with many different testers. In this talk, I will share the lessons learned on my journey as well as tips for doing pair testing sessions yourself.
Op 16 october hield ik een verhaal over big data voor de makelaar. Interviews van Maurice de hond, Oprichter makelaarsland, google big data analyst en schrijver "think bigger" te vinden op http://youtube.com/vincenteverts rondom deze 15 october
Nancy Harhut - 10 Human Behavior Hacks That Will Change the Way You Create EmailINBOUND
You can follow every best practice for creating email and still not get the response you want. That’s because today there’s more to success than a targeted list, compelling offer, and perfectly executed creative. Today you need to know the decision-making shortcuts people use when they encounter your email – those automatic behaviors that determine whether they open, read and respond to it. Science has proven that people often don’t operate in a rational, considered way. Much of what we do is done on autopilot, with certain prompts sending us in one direction or another. Discover the 10 hacks that will get your target to open, read and respond to your email without even thinking about it. See numerous examples from various verticals. And leave armed ready to create emails that get automatic action.
Have you ever wanted to bring new technologies like iPads, podcasting or video editing labs to the children and teens in your libraries, but felt like you can't even enter the discussion because funding is so tight? This program from the 2014 ALSC Institute addresses those concerns.
Top 11 Places to Find Good Story Ideas - JNL-1102 - Reporting and Writing I -...Linda Austin
This presentation offers 11 places to look for good ideas for news stories. It also encourages journalism students to always be on the hunt for story ideas and to ask "why?" and "who benefits?" It goes with Chapter 2 of Reporting and Writing News: A Basic Handbook by Peter Eng and Jeff Hodson. Professor Linda Austin prepared it for her JNL-1102 reporting students at the National Management College in Yangon, Myanmar, in July 2015.
Why Inbound PR is the Future of PR at #INBOUND16 Iliyana Stareva
The slides of my INBOUNG16 talk about my concept of Inbound PR as the future of PR.
Get the Inbound PR book here: https://www.amazon.com/Inbound-PR-Agencys-Transforming-Business/dp/1119462215/
From Chattanooga Public Library as his first creative library in 2013 to 2 years working in New Zealand, Hoenke has come to learn that all areas of library service in the 21st century need creative thinkers and doers to continue to push the boundaries of what a library can be to a community ahead. Learn how to connect with, hire, and manage creative types; realize that everything we do in libraries these days involves some form of creativity or makerspace-type thinking (scissors=makerspace); see what it's like to lead the first ever makerspace in Wellington, New Zealand, and more!
AZLA 2010 Keynote Address by Anthony MolaroAnthony Molaro
The Keynote Presentation for the AZLA 2010 conference. There were technical issues, so the presentation was converted into Powerpoint from Keynote and lost some formatting.
Get your dream bridal look with top North Indian makeup artist - Pallavi KadalePallavi Makeup Artist
Achieve your dream wedding day look with renowned North Indian bridal makeup artist, Pallavi Kadale. With years of experience, her expert techniques and skills will leave you looking flawless and radiant. Book today for your perfect bridal makeover.
Best steel industrial company LLC in UAEalafnanmetals
AL Afnan Steel Industrial Company LLC is a distinguished steel manufacturer and supplier, celebrated for its high-quality products and outstanding customer service. With a diverse portfolio that includes structural steel, and custom fabrications, AL Afnan meets a wide array of industrial demands. We are dedicated to using advanced technologies and sustainable methods to ensure excellence and reliability in every product, serving both local and international markets with efficiency.
Maximizing Efficiency with Integrated Water Management SystemsIrri Design Studio
Integrated water management systems are essential for improving irrigation design sustainability and efficiency. Irri Design Studio helps customers maximize water consumption, reduce waste, and encourage responsible stewardship of water resources by utilizing cutting-edge technology like drone-based construction updates and BIM modeling. The increasing issues of water shortage and environmental protection require an all-encompassing strategy to water management. Irrigation systems may be planned to optimize water consumption efficiency while guaranteeing the safety of people and the environment by putting new ideas and concepts into practice. Visit our website https://www.irridesignstudio.com/ for more information.
Experience the breathtaking beauty of a Waikiki sunset aboard the MAITAI Catamaran. Sail along the stunning coastline as the sun dips below the horizon, casting vibrant hues across the sky. Enjoy the gentle ocean breeze, refreshing drinks, and a relaxed atmosphere. This unforgettable voyage offers panoramic views of Diamond Head and the Waikiki skyline, making it the perfect way to end your day in paradise. Join us for a memorable sunset cruise you won't forget. Please visit our website: https://www.maitaicatamaran.net/ and call us at 808-922-5665 for additional information.
SECUREX UK FOR SECURITY SERVICES AND MOBILE PATROLsecurexukweb
At Securex UK Ltd we are dedicated to providing top-rated security solutions tailored to your specific needs. With a team of highly trained professionals and cutting-edge technology, we prioritize your safety and peace of mind.
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Emmanuel Katto Uganda - A PhilanthropistMarina Costa
Emmanuel Katto is a well-known businessman from Uganda who is improving his town via his charitable work and commercial endeavors. The Emka Foundation is a non-profit organization that focuses on empowering adolescents through education, business, and skill development. He is the founder and CEO of this organization. His philanthropic journey is deeply personal, driven by a calling to make a positive difference in his home country. Check out the slides to more about his social work.
Unlocking Business Potential: Democratizing AI and Navigating Generative AI i...RNayak3
Discover the profound impact of democratizing Generation AI on business transformation. Gain valuable insights into the reality check of AI implementation, strategic planning, and industry disruption. Explore how AI adoption, technology trends, and digital transformation reshape business strategies. Download the Report Now.
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Bridging the Language Gap The Power of Simultaneous Interpretation in RwandaKasuku Translation Ltd
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DOJO Training Center - Empowering Workforce ExcellenceHimanshu
The document delves into DOJO training, an immersive offline training concept designed to educate both new hires and existing staff. This method follows an organized eight-step process within a simulated work setting. The steps encompass safety protocols, behavioral coaching, product familiarity, production guidelines, and procedural understanding. Trainees acquire skills through hands-on simulations and rehearsal prior to transitioning to actual shop floor duties under supervision. The primary aim is to minimize accidents and defects by ensuring employees undergo comprehensive training, preparing them effectively for their job roles.
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Discover How Long Do Aluminum Gutters Last?SteveRiddle8
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Keyword Density Evolution: Elevating SEO Excellence, Leading as Top SEO Agenc...
Customer service is dead
1. Customer Service is
Dead: Long Live the
Customer Experience
Anthony Molaro, Ph.D.
Assistant Professor, St Catherine University
Thursday, October 16, 14
5. Well We Do Know
What it Means
@infoactivist #MNLib14
Thursday, October 16, 14
6. Customer experience is the sum of all
interactions a customer has with an
organization and its products over the
duration of the relationship. It can also
include the feelings that has a customer
towards the organization based on their
perceived beliefs about the organization.
@infoactivist #MNLib14
Thursday, October 16, 14
8. A customer experience oriented
organization appeals to every sense
and emotion of the customer and it
does this by paying attention to
every detail
@infoactivist #MNLib14
Thursday, October 16, 14
10. Customer Service vs.
Customer Experience
Customer Service Customer Experience
Who Department All
What Consume Participate
Where A point of contact Everywhere
When Single point in time Sum of all interactions
Why Problem oriented Feeling oriented
How Reactionary Proactive
@infoactivist #MNLib14
Thursday, October 16, 14
11. History of Customer
Expectation
Customer)
Experience)
Customer)
Service)
Friendly)Staff)
Easily)Locatable)
Dependable)Product)
@infoactivist #MNLib14
Thursday, October 16, 14
14. Why Should I Care?
• Beyond profit and revenue
• Loyalty
• Forgiveness
@infoactivist #MNLib14
Thursday, October 16, 14
15. The Words Customer
Service Have Become
Cliche
@infoactivist #MNLib14
Thursday, October 16, 14
16. What Does a
Customer Experience
Organization Look
Like?
@infoactivist #MNLib14
Thursday, October 16, 14
17. If a customer service issue has
arisen more than once or
twice in the last year, its no
longer a customer service
issue but an organizational
failure
@infoactivist #MNLib14
Thursday, October 16, 14
19. • Deliver WOW Through
Service
• Embrace and Drive Change
• Create Fun and a Little
Weirdness
• Be Adventurous, Creative and
Open-Minded
• Pursue Growth and Learning
• Build Open and Honest
Relationships with
Communication
• Build a Positive Team and
Family Spirit
• Do More with Less
• Be Passionate and
Determined
• Be Humble
Thursday, October 16, 14
21. The Engineer on a
Ladder
• Suppose an engineer on a ladder at a hotel
sees a women with her hands full enter the
building...
@infoactivist #MNLib14
Thursday, October 16, 14
26. Humans naturally seek comfort and stability.
Without an inciting incident that disrupts their
comfort, they won’t enter into a story. They
have to get fired from their job or be forced to
sign up for a marathon. A ring has to be
purchased. A home has to be sold. The
character has to jump into the story, into the
discomfort and the fear, otherwise the story
will never happen.
-Robert McKee
@infoactivist #MNLib14
Thursday, October 16, 14
27. You don’t know a story is happening to you
when you’re in it. You slide into the flow of it
like a current in the ocean; you look back at the
beach and can’t see the umbrella, and your
hotel is a quarter mile behind you.
-Donald Miller
@infoactivist #MNLib14
Thursday, October 16, 14
28. • Story allows us to relate to patrons better
• Story pushes us to achieve important tasks
• Story provides meaning to our lives
@infoactivist #MNLib14
Thursday, October 16, 14
33. Participatory Culture:
Patron to Library
• Provide lots of feedback loops
• Create multiple advisory boards
• Develop avenues for your patrons to talk
to you
@infoactivist #MNLib14
Thursday, October 16, 14
34. Participatory Culture:
Employee to Employee
• Don’t forget the staff
• Staff book club
• Staff potlucks
• Staff get togethers
@infoactivist #MNLib14
Thursday, October 16, 14
38. Ordinary
• If you hire ordinary staff for ordinary work
then you will have an ordinary organization
with ordinary results
@infoactivist #MNLib14
Thursday, October 16, 14
39. Nice & Passionate
• Interview questions
• Are you nice?
• What are you passionate about?
@infoactivist #MNLib14
Thursday, October 16, 14
40. Fearless
• Apple hires:
• 10% for knowledge
• 90% personality
• 100% fearless
@infoactivist #MNLib14
Thursday, October 16, 14
41. • Hire for core values
• Train for everything else
@infoactivist #MNLib14
Thursday, October 16, 14
42. Rethink Roles and
Duties
• What if circulation clerks’ primary job was
not to check books in and out
• But was to greet everyone single patron
that entered the building because being
welcoming is part of your core values
@infoactivist #MNLib14
Thursday, October 16, 14
58. Radical Trust
• Apple has an app that allows you to self-checkout
in their store
• 2% will steal, so why do we create a bad
experience for 98% of our customers
based on the 2%?
@infoactivist #MNLib14
Thursday, October 16, 14
59. A.P.P.L.E.
• Approach customers with a personalized warm
welcome
• Probe politely to understand all the customer’s
needs
• Present a solution for the customer to take home
today
• Listen for and resolve any issues or concerns
• End with a fond farewell and an invitation to return
@infoactivist #MNLib14
Thursday, October 16, 14
60. One of the best means of making a library popular is to mingle
freely with its users, and help them in every way. When this
policy is pursued for a series of years in any town, a very large
portion of the citizens receive answers to questions, and the
conviction spreads through the community that the library is an
institution of such beneficent influences that it can not be
dispensed with.
-Samuel Swett Green (1876).
Thursday, October 16, 14
61. • We should design experiences and solve
problems
• We often try to solve experiences and
design problems
@infoactivist #MNLib14
Thursday, October 16, 14
62. • If patrons wanted quiet they’d likely stay
home
• But we also need to ensure that we have
quiet spaces too
@infoactivist #MNLib14
Thursday, October 16, 14
63. Lighting Round: Quick
Tips for Today
@infoactivist #MNLib14
Thursday, October 16, 14
64. Show Don’t Tell
• Never give verbal directions
• If you must give directions, write them
down
• Never point to a location
• Per Se restaurant guideline #20 “When
asked, guide guests to the bathroom instead
of pointing”
@infoactivist #MNLib14
Thursday, October 16, 14
65. Phones
• Every patron phone call is precious, never
let an automated system upset your patron
experience
@infoactivist #MNLib14
Thursday, October 16, 14
66. • Hand written note for every new patron
• Follow up with a birthday card (at least for
the kids)
@infoactivist #MNLib14
Thursday, October 16, 14
69. • Know your patron by name
• People want to be recognized
@infoactivist #MNLib14
Thursday, October 16, 14
70. “Remember that a person’s name is to
that person the sweetest and most
important sound in any language.”
~Dale Carnegie
@infoactivist #MNLib14
Thursday, October 16, 14
71. • Patrons long for a positive and personal
connection
• It may be the only time they experience a
connection all day
@infoactivist #MNLib14
Thursday, October 16, 14
73. Once upon a time...
@infoactivist #MNLib14
Thursday, October 16, 14
74. Even now, as adults, there’s something in most
of us that perks up and starts to listen when
we hear those words. We love stories. And
stories have always served important functions
for us. They bring us together and reinforce our
sense of community. They engage, amuse,
enthrall, and titillate. And they teach:
throughout history, before most people could
read and write, stories, told by firesides and in
village gatherings, were the mechanism by
which we handed down laws and values,
religions and taboos, knowledge and wisdom.
~Fast Company (November 15, 2012)
@infoactivist #MNLib14
Thursday, October 16, 14