This document discusses how libraries can respond to changes in technology and customer engagement. It suggests that libraries should embrace a digital presence and focus on customer experience. Libraries need community managers, digital branch managers and other roles to engage patrons both inside and outside the library. The document provides examples of libraries interacting with patrons through social media, focus groups and visiting where patrons gather online. It emphasizes designing services around customers and improving customer journeys. Libraries should also gauge staff readiness for change and find champions to help lead transformations.

1. Freak Out,
Geek Out,
or Seek Out:
dealing with tech change
& customer engagement
David Lee King | Topeka & Shawnee County Public Library | davidleeking.com

2. http://flickr.com/photos/simplearts/501346927/

3. http://www.flickr.com/photos/girlgeek/29078014/

4. http://www.flickr.com/photos/gerlos/3119891607/

5. http://www.flickr.com/photos/jakecaptive/71298126/

6. http://www.flickr.com/photos/jakecaptive/71298126/

7. http://www.flickr.com/photos/jakecaptive/71298126/

8. http://www.flickr.com/photos/jakecaptive/71298126/

9. http://www.flickr.com/photos/jakecaptive/71298126/

10. http://www.flickr.com/photos/jakecaptive/71298126/

11. flickr.com/photos/luc/2944876508/

12. this is ...
flickr.com/photos/yourdon/2715583000/

13. this is ...
HUGE

14. What has Changed?
http://www.flickr.com/photos/bestrated1/2621358221/

15. http://www.flickr.com/photos/sir_mervs/2691990934/
n !
it io
p e t
Co m

16. flic.kr/p/4aGa4g

23. http://www.flickr.com/photos/rkleine/3567189079/

24. flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/

28. this is a change, too!

29. multimedia
public
real time
social
The Emerging Web is...
2-way mobile
decentralized

30. real time

31. decentralized

33. multimedia

34. EC
=
flickr.com/photos/platinum/4555668/
MC

35. mobile
flickr.com/photos/dasfotoimaginarium/6761402235/

36. is he
on the phone?
flickr.com/photos/dasfotoimaginarium/6761402235/

37. flickr.com/photos/dasfotoimaginarium/6761402235/

39. ?
the web is in
my pocket

40. ?
the library is
in my pocket

44. 5. responsive design.

45. 5. responsive design.

46. social

47. http://www.flickr.com/photos/civisi/2611679744/
2-way

48. public
http://www.flickr.com/photos/sreejithk2000/2385193167/

49. public
http://www.flickr.com/photos/sreejithk2000/2385193167/

50. What’s Topeka Doing?

51. Community Manager
Scans Horizon Executive Editor
Digital Branch Manager
Long Range Planner
Evangelist
Manager
Answers Tough Questions

52. 3 Realities:
1. all services will be physical & digital
2. we’ll use the web to build unique stuff
3. to some, the digital branch will be their
only branch

53. content

58. multimedia

60. Community

61. Front door(s)

67. conversation
flickr.com/photos/ohiouniversitylibraries/3506866503/

68. in the website

69. in the website

70. in the website

71. in the website

72. in the website

73. outside the website

77. outside the website

78. outside the website

85. what to do?
flickr.com/photos/b-tal/116220689/

86. ce
i en
er n?
p g
x si
e e
d

90. Why think
about that?

91. you have
visitors.
right now.
What kind of experience
are they having?

94. Plan your
library experience
flickr.com/photos/ocarchives/3952964087/

95. flickr.com/photos/deansfurniture5/2462980045/

96. ten
lis
flickr.com/photos/94379417@N00/4808475862/

98. what are
they saying
about you?

102. ask
flickr.com/photos/francois/
404908918/
focus
groups

103. stats

104. http://www.flickr.com/photos/librarycommission/5041836636/
be snoopy
(just a bit)

105. flickr.com/photos/ohiouniversitylibraries/3507674990/

106. v e
o nts
pr oi
Im P
u c h
T o

107. flickr.com/photos/jrnoded/3340607045/

108. flickr.com/photos/beyondbeauty/4241128107/

109. flickr.com/photos/mmewuji/4386845410/

110. flickr.com/photos/wlscience/4200630845/

111. http://www.flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/92wardsenatorfe/3126053699/

112. flickr.com/photos/fornal/437703236/

113. flickr.com/photos/picturesofthings/2437232419/

115. flickr.com/photos/pperdue/3573858061/

120. which
is it?

123. flickr.com/photos/poblibrary/2674563551/
your
process
is showing

124. flickr.com/photos/poblibrary/2674563551/
your
process
is showing

125. customers first
flickr.com/photos/piet_musterd/1858568495/

126. go where
flickr.com/photos/beavis/2425374221/
people gather

129. ?

130. http://flickr.com/photos/gaetanlee/118885175/

131. pesquisaconsumo.blogspot.com/2010_04_01_archive.html
it’s a
destina
tio n

132. it’s a
destina
tion

133. Text
Also a
destina
tio n

138. interac
tion
is key

140. flickr.com/photos/pitel/507791613/

143. your
stuff

144. your
staff

145. Text
actual staff

146. actual staff

147. flickr.com/photos/ajguel/5033855605/
Tackle Change

148. model the way
/www.flickr.com/photos/jblyberg/4028376129/

150. flickr.com/photos/lulutoo/2951107695/

151. flickr.com/photos/deansfurniture5/2462980045/

152. Customer
Journey
Mapping
flickr.com/photos/thetoad01/2317084812/

158. improving the ordinary
flickr.com/photos/rvettese/264579764/ flickr.com/photos/goatopolis/189188667/

159. know your
patrons

164. http://www.flickr.com/photos/fling93/115162765/

167. 101%

168. communic
communication
communicatio
ommunicationcommunicat
mmunication
communication
mmunication
communication
ommunication
communication
ommunication

169. Gauge your staff
http://flickr.com/photos/imagezen/150337240/

170. Find
Champions

171. With great power
comes great...
?
cibercomics.com/wp-content/uploads/2008/07/bis_layer_spiderman.gif

173. Finding
Time

174. Change
your
focus

175. Schedule
your
time

176. This is not your library

177. This is your library

178. flickr.com/photos/29106784@N02/2719649603/

179. Thank You!
davidleeking.com