This document discusses the importance of customer service for libraries. It notes that libraries now face competition from other information sources like bookstores and the internet. Good customer service is necessary to keep patrons coming back. The document provides tips for libraries to improve customer service, including training staff to understand their role in providing good service and adopting philosophies like FISH! that focus on being present and choosing a positive attitude. Fun ideas are suggested like rewards for loyal patrons or making sure policies are easy for patrons to understand. The overall message is that branding, marketing, and excellent customer service are all critical for libraries.
A half day workshop on social media for hoteliers in the north east of England covering principles of and best practices in social media. Further information from richard@partnershipglu.co.uk
A half day workshop on social media for hoteliers in the north east of England covering principles of and best practices in social media. Further information from richard@partnershipglu.co.uk
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Inbound 2016 was an excellent digital marketing conference. A summary of some of the best speakers and sessions follows. I selected sessions based on personal preference and what I thought would be of value to my company. With few exceptions, I got many ideas and great value out of each session.
The trick always is to get people to realise that they need to change and that it is not necessarily threatening. This presentation is similar to others I have used in creating new Scenarios for Libraries in all sectors. This is an essential element of change management. The future of libraries and publishing is fundamental to re-thinking and the management of risk.
Webinar - Crowdfunding for Libraries: Technology Tips for Futuristic Fundrais...TechSoup
Visit http://www.techsoupforlibraries.org for tech donations for public libraries!
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Learn technology tools, tips, and tried-and-true practices for running a successful crowdfunding campaign for your library. Learn the basics, and hear from two libraries with experience in this type of fundraising.
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Twitter 101: How to Humanize Your Tweets in 2017 Marketing Nutz
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This presentation deck was used in a recent webinar with SCORE small business and delivered by social media expert Pam Moore who shows you how to humanize your tweets and make them more personal. In doing so, you will inspire people to connect with your small business, trust you and buy your products or services.
Library Engagement: a reference love story - Vickey Foggin (Ryde)
Tech Fast February - Kate Stewart (North Sydney)
Library Pop Ups in Local Community Centres - Paul Garbin (City of Sydney)
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Whether you're launching, evolving, or repositioning your business, defining your unique brand identity is key. Who are (and aren't?) you? Are your current creative touchpoints and content elements telling your brand story —and, most importantly, engaging your target audiences — as effectively as they can?
Join Big Small Brands founder Jen Barth for an interactive session which includes tips, best practices, and real-life example/lessons learned on...
• Your Creative Identity: What does your name, logo, and creative identity say about your business today?
• Your Brand Voice: Elements to consider when selecting the tone — and type — of your content, both on and offline
• Gaining Customer Insights: Tips and low-cost tools for researching and exploring user needs — on a shoestring budget
• 5 Tips for Brilliant-Branders-to-Be: The 5 essential steps to consider when creating or growing your small business brand.
How to woo and win active adult prospects as buyers at your 55 plus housing community. Advice for marketing to boomers first given at the 2009 Building for Boomers conference by Creating Results' Todd Harff and co-presenters.
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Inbound 2016 was an excellent digital marketing conference. A summary of some of the best speakers and sessions follows. I selected sessions based on personal preference and what I thought would be of value to my company. With few exceptions, I got many ideas and great value out of each session.
The trick always is to get people to realise that they need to change and that it is not necessarily threatening. This presentation is similar to others I have used in creating new Scenarios for Libraries in all sectors. This is an essential element of change management. The future of libraries and publishing is fundamental to re-thinking and the management of risk.
Webinar - Crowdfunding for Libraries: Technology Tips for Futuristic Fundrais...TechSoup
Visit http://www.techsoupforlibraries.org for tech donations for public libraries!
Could you use more funding for your library projects? Are you looking for money to launch a new program? Turn community-driven support into dollars with crowdfunding! A well-run crowdfunding campaign can yield big results, even for small libraries.
Learn technology tools, tips, and tried-and-true practices for running a successful crowdfunding campaign for your library. Learn the basics, and hear from two libraries with experience in this type of fundraising.
-- Mary Ann Antonellis, M.N. Spear Memorial Library (Shutesbury, MA) - using crowdfunding to support capital campaign to build a new library.
-- Laura Bartnik, Northlake Public Library District (IL) - used crowdfunding to purchase and promote graphic novels and technology in the library.
Is your library interested in reaching out to the community to gain new patrons? Or in better understanding the needs of your current (or potential) patrons? Join us to learn more about Community Dialogues, designed by the STAR Net team to help libraries learn more about their patrons, potential community partners, and how to more effectively serve underrepresented audiences. These Dialogues have been conducted more than 150 times at over 90 libraries across the country. Hear results and pitfalls to avoid from the libraries who have conducted them. This webinar is appropriate for any interested library staff, but please also share this announcement with your outreach librarians, directors, or anyone that is interested in reaching out into the community.
Twitter 101: How to Humanize Your Tweets in 2017 Marketing Nutz
Whether you are a beginning or advanced Twitter user, deciding how to use the social media channel effectively to grow your business can be challenging.
This presentation deck was used in a recent webinar with SCORE small business and delivered by social media expert Pam Moore who shows you how to humanize your tweets and make them more personal. In doing so, you will inspire people to connect with your small business, trust you and buy your products or services.
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Tech Fast February - Kate Stewart (North Sydney)
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𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
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Library branding, marketing and customer service part 2
1. Branding and Marketing.
So What’s Customer Service
Have To Do With It?
Part II
Presented by
Libby Post, President
for Upper Hudson Library System
January 18, 2008
Why is Customer Service
Necessary For Libraries?
• Present and future patrons can choose
where they go for information services
– Barnes & Noble/Borders Phenomena
– Internet
• Web Sites
• Search Engines
• End-user databases
• Individual subscriptions to online news
• Electronic or print document delivery services
1
2. Why is Customer Service
Necessary For Libraries?
• COMPETITION
– Libraries aren’t the only game in town
anymore
– Branding/Marketing brings them in the door
– Good customer service keeps them coming
back
Why is Customer Service
Necessary For Libraries?
• CSI Factor
– Just as juries expect prosecutors to present
evidence using all the bells and whistles we
see on CSI
– Library patrons have heightened expectations
because of the experiences they’ve had using
the internet and other information centers
• Quick info retrieval at home using Google
compared to slow retrieval at Library accessing
internal database
2
3. Patrons=Customers
• Need to shift they way we see patrons
• They are customers
• Need to understand that they are actively
engaged in selecting the library’s
programs and services
• Selling a library’s programs and services
means constantly promoting and
improving them
How to View Customer Service
• Every aspect of a library’s operation
• Not just a smiling face behind circ desk
• How efficiently the library works
• How the phones are answered
• How easily patrons can access information
• Breadth of reference materials
• Time and effort it takes patrons to get what
they want
3
4. Staff as Customer Service Reps
• Staff must live the brand of the library
• Understand the importance of customer
service
• Customer service encompasses the
library’s entire operation
– How comfortable moms and toddlers are
during story time to how easy it is to download
an audio book off the library’s web site
Engaging Staff
• Essential for staff to understand their role
in customer service
– They are the library’s ambassadors
• But how do we get them to live their roles?
4
5. Engaging Staff
• Create a culture within library that
customer service is Job #1.
• Be clear about customer service
expectations when hiring
• Train!
Get on the
Customer Service Train!
• How does your staff live your brand
through customer service?
• Is your staff “present” when at the library?
• Do they love their jobs?
• Can we make their jobs more fun so they
enjoy being there and convey a positive
attitude to patrons?
5
10. Give Them the Pickle!
• Service: Make serving the patrons your #1
priority
– You work in a noble profession, be proud of
what you do
• Attitude: Choose it.
– How you think about the patrons is how you’ll
treat them
Give Them the Pickle!
• Consistency: Set high standards and stick
to them
– Patrons return because they like what
happened during their last visit
• Teamwork: Look for ways to make each
other look good
– In the end, everything ends up in front of the
patron
More Pickles: www.giveemthepickle.com
10
11. Let’s Do A Little Work!
• Find the Handouts and Break Into Groups
• Fill out: What Keeps You From Changing
• Discuss Questions 1-4 on Be There
• Discuss and Answer 1-5 on Incorporating Play
• As a group come up with at least 10 Ways to
Play at Work
• Discuss and Answer 1-4 on Choose Your
Attitude
• Discuss and Answer 1-4 on Make Their Day
• Discuss and Answer 1-4 on Action
Report Back
• Each person in the group give a highlight!
• Do these exercises with your staff.
• Work together to develop new customer
service strategies and solve problems.
11
12. Standards of
Library Customer Service
• Take Responsibility for
– Upholding confidentiality of records and
Intellectual Freedom’s Bill of Rights of all
customers
– Knowing, understanding and correctly
implementing library policies
– Being at your workstation when scheduled
– Creating a cooperative work environment
Standards of
Library Customer Service
• Take Responsibility for
– Exhibiting respect for all customers and co-
workers
– Helping create a welcoming environment in
the library
– Making each patron’s call or visit to the library
a high quality experience
– Meeting the needs of patrons and co-workers
– Verifying that those needs have been met
12
13. Standards of
Library Customer Service
• Take Responsibility for
– Avoiding communicating personal value
judgments when interacting with patrons or
co-workers
– Providing service to the public above personal
activities or interests
– Being knowledgeable, courteous and
responsive when communication by phone, e-
mail, writing, speaking, etc.
Davenport Public Library, Davenport, Iowa
Fun Customer Service Ideas!
• Reward loyal library patrons with a little gift
– I Love Libraries Button for checking out 100
items
• Keep in touch with Breakfast with the
Librarian events
– Get to know patrons on a personal level
– Ask them about concerns and likes
– Patrons will feel appreciated that you wanted
to know
13
14. Fun Customer Service Ideas!
• Voice Mail Tips of the Week
– Change your message on hold each week to
let them know what’s happening, what new
books are coming, easier way to access info,
etc.
• Thank You+
– Add on “See You Soon,” “See You Later,” or
“See You Tomorrow.”
– Tells them they are always welcome back
Fun Customer Service Ideas!
• Good signage
– Let them know you’re always available to
help, especially seniors who aren’t “great”
with computers
• Know Your Services and Program inside
and out
– Create a manual for all staff
– In-service trainings to up date staff
14
15. Fun Customer Service Ideas!
• Create dialogue with Patrons
– Just because they’re not telling you doesn’t
mean there’s a problem
– Focus groups and surveys
– Random conversations with patrons
– “I wish” section of your website
Fun Customer Service Ideas!
• Make sure your website is easy on the
eyes and easy to navigate
• Good examples
– www.albanypubliclibrary.org
– www.bethlehempubliclibrary.org
– www.guilderlandpublic.info
– www.voorheesvillelibrary.org
15
16. Fun Customer Service Ideas!
• Make sure policies and procedures are
patron friendly
• Allow food and drink in designated areas
• Identify staff as staff (badges, t-shirts)
• Make ready reference materials readily
available
• Wear a button that says “Please interrupt
me!”
Fun Customer Service Ideas!
• Try arranging lists or other info by
important or popularity rather than
alphabetically
• Add copies of book jackets or other
graphics to stack ends to indicate what
kinds of materials can be found in that
area
16
17. Fun Customer Service Ideas!
• Arrange furniture to direct patrons away
from circ and toward the collections and
catalog workstations
• Recruit and train volunteer greets (Wal
Mart has greeters and they’re always
busy!)
• Trade links back and forth between library
and community organizations
Fun Customer Service Ideas!
• Give organizations that have the library’s
link on their site “Internet tips of the week”
and other content for their sites that link
back to the library’s site
• Provide power strips for lap tops
• E-mail notification for pick-ups, returns,
overdues, events, etc.
17
18. Fun Customer Service Ideas!
• Show off your bandwidth or wireless
service with a “LAN Party”—woo hoo!
• Live chat
• Give all staff generic business cards with
pertinent library info
• Plenty of parking
• Always be enthusiastic
• Live your brand!
Almost Done . . .
• So . . .
– Are branding and marketing necessary evils
or something you’re jazzed about doing?
– Is customer service a waste of time or the way
to keep patrons coming through the door?
18
19. Remember
Success!
• If you coordinate your library’s branding,
marketing and customer service, you’re
more likely to win more friends and build
a loyal patron base
19