This document discusses how branding, marketing, and customer service are interconnected for libraries. It provides examples of how to define a library's mission, identify target audiences, examine strengths and weaknesses, and develop graphic standards and marketing campaigns. Customer service is framed as a way to increase patron use and support for the library. The presentation also includes case studies of libraries that improved their branding and marketing through strategic campaigns, and tips for developing relationships with media outlets to promote the library's message.
Positioning your library as an essential serviceLibby Post
This document discusses positioning libraries as essential services through marketing, advocacy, and public votes. It begins by introducing the presenter and the topics that will be covered, which include how to market the library as an essential service, the importance of advocacy, and how public votes can stabilize funding. Several case studies are presented on running successful advocacy campaigns, including a library that campaigned for a $6.9 million referendum through branding, community outreach, and garnering public support. Trustees are encouraged to speak on behalf of libraries and build relationships with community leaders to reinforce the value of libraries. The presentation emphasizes combining marketing, advocacy and public commitment to achieve funding goals.
Library branding, marketing and customer service part 2Libby Post
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.
The document outlines a presentation on library advocacy in the digital age, discussing how to develop clear messages, leverage social media platforms like Facebook and Twitter, and share stories of library impact to build support and pressure legislators to increase funding for essential library services. Examples are provided of New York Library Association's advocacy campaign promoting libraries as essential community resources. Tactics include organizing supporters online and guiding them to take targeted actions to influence policymakers.
This document provides guidance on advocacy for library friends groups. It discusses why advocacy is important, what advocacy involves, developing an effective message, and examples of successful advocacy campaigns. The key points covered include organizing advocacy efforts, determining targets, utilizing tactics like meetings with officials and demonstrations, and crafting a clear and compelling message that connects the library's goals with people's interests and values. Effective advocacy requires strong leadership, clear goals, and matching resources to the campaign's tactics.
The document provides an overview of a staff development day presentation focusing on innovation in libraries. It discusses how libraries must adapt to changing user needs and expectations around areas like content format, search, and devices. Libraries are encouraged to focus on strategic priorities and partnerships that add value for users and communities through experiences like educational opportunities and programs. The presentation emphasizes the need for libraries to be open to change, new ideas, and removing barriers in order to better serve users in the future.
The document provides guidance on creating a library brand through developing a compelling story, tagline, and logo. It emphasizes defining the target audience and crafting a story about why the library matters to that audience in an emotional way. It also stresses identifying a feeling the brand should evoke and developing a logo, tagline, and consistent branding that conveys this story and feeling. The document outlines steps to take including analyzing current marketing, gathering constituent feedback, and designing a logo that reflects the brand identity.
Writing for Digital - Sarah Manners - Quirk Knowledge WeekQuirk Education
The document discusses digital copywriting and provides tips for writing effective digital content. It notes that digital copywriting is different than traditional print copywriting and involves tailoring content for different online contexts. It emphasizes researching the target audience through creating detailed personas and writing with an audience of one in mind. The document also discusses using storytelling techniques and establishing a clear tone of voice aligned with the brand. It highlights the importance of digital content being results-driven by focusing on business goals and key performance indicators.
The document discusses 7 strategic goals for public libraries:
1. Libraries will serve increasingly diverse communities with expectations of timely access across digital and physical platforms.
2. Library content will expand beyond text to include visual, audio, and interactive formats. Search capabilities will also improve.
3. Librarians will focus more on professional services and strategic alignment than traditional roles in organizing knowledge.
4. Collections, metadata, and e-learning resources will increasingly move to cloud-based platforms.
Positioning your library as an essential serviceLibby Post
This document discusses positioning libraries as essential services through marketing, advocacy, and public votes. It begins by introducing the presenter and the topics that will be covered, which include how to market the library as an essential service, the importance of advocacy, and how public votes can stabilize funding. Several case studies are presented on running successful advocacy campaigns, including a library that campaigned for a $6.9 million referendum through branding, community outreach, and garnering public support. Trustees are encouraged to speak on behalf of libraries and build relationships with community leaders to reinforce the value of libraries. The presentation emphasizes combining marketing, advocacy and public commitment to achieve funding goals.
Library branding, marketing and customer service part 2Libby Post
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.
The document outlines a presentation on library advocacy in the digital age, discussing how to develop clear messages, leverage social media platforms like Facebook and Twitter, and share stories of library impact to build support and pressure legislators to increase funding for essential library services. Examples are provided of New York Library Association's advocacy campaign promoting libraries as essential community resources. Tactics include organizing supporters online and guiding them to take targeted actions to influence policymakers.
This document provides guidance on advocacy for library friends groups. It discusses why advocacy is important, what advocacy involves, developing an effective message, and examples of successful advocacy campaigns. The key points covered include organizing advocacy efforts, determining targets, utilizing tactics like meetings with officials and demonstrations, and crafting a clear and compelling message that connects the library's goals with people's interests and values. Effective advocacy requires strong leadership, clear goals, and matching resources to the campaign's tactics.
The document provides an overview of a staff development day presentation focusing on innovation in libraries. It discusses how libraries must adapt to changing user needs and expectations around areas like content format, search, and devices. Libraries are encouraged to focus on strategic priorities and partnerships that add value for users and communities through experiences like educational opportunities and programs. The presentation emphasizes the need for libraries to be open to change, new ideas, and removing barriers in order to better serve users in the future.
The document provides guidance on creating a library brand through developing a compelling story, tagline, and logo. It emphasizes defining the target audience and crafting a story about why the library matters to that audience in an emotional way. It also stresses identifying a feeling the brand should evoke and developing a logo, tagline, and consistent branding that conveys this story and feeling. The document outlines steps to take including analyzing current marketing, gathering constituent feedback, and designing a logo that reflects the brand identity.
Writing for Digital - Sarah Manners - Quirk Knowledge WeekQuirk Education
The document discusses digital copywriting and provides tips for writing effective digital content. It notes that digital copywriting is different than traditional print copywriting and involves tailoring content for different online contexts. It emphasizes researching the target audience through creating detailed personas and writing with an audience of one in mind. The document also discusses using storytelling techniques and establishing a clear tone of voice aligned with the brand. It highlights the importance of digital content being results-driven by focusing on business goals and key performance indicators.
The document discusses 7 strategic goals for public libraries:
1. Libraries will serve increasingly diverse communities with expectations of timely access across digital and physical platforms.
2. Library content will expand beyond text to include visual, audio, and interactive formats. Search capabilities will also improve.
3. Librarians will focus more on professional services and strategic alignment than traditional roles in organizing knowledge.
4. Collections, metadata, and e-learning resources will increasingly move to cloud-based platforms.
This document summarizes a presentation on branding essentials given by Jen Barth at Formic Media on June 13, 2012. The presentation covered key topics like defining branding, understanding your target audience, developing a brand identity through elements like name, logo, and color, telling compelling brand stories, creating connections through networking and social media, and creating a marketing plan with measurable goals. Attendees were encouraged to think about their own branding challenges and come up with one thing to continue doing, one thing to stop doing, and one thing to start doing to strengthen their brand. The presentation provided practical tips and frameworks to help growing businesses build strong, authentic brands.
Mwmg internet marketing - social media for business - i2i business solution...davidlaud
This document provides an overview of social media marketing presented by David Laud. It defines social media, reviews major platforms like Twitter, LinkedIn and Facebook, and discusses why social media is important for business. It offers tips on having a social media plan, implementation, measuring success, and staying within legal guidelines. The presentation emphasizes creating a strategy, listening to others, using personality over direct sales, and allowing time for results.
This presentation to leaders of county associations emphasizes the power of basic brand principles for clear communication to multiple audiences. Government associations must communicate value.
Personal branding is the process of marketing oneself to others by communicating one's excellence. It involves defining who you are, what you do, and why you are unique. Developing a personal brand involves establishing an online and social media presence, networking, partnering with training organizations, speaking for free to gain experience and exposure, writing an e-book, engaging with media, volunteering or sponsoring charities, and getting recognized with awards to develop a consistent brand identity over time. The goal is to position oneself as a thought leader and have others do marketing through word-of-mouth.
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.
The document provides an overview of research on gender differences in young adult information seeking behaviors. It finds that teenage girls are more willing to thoroughly search for information, while boys prefer quicker methods and are reluctant to ask for help. The document also discusses ways to engage young adults in the library, including offering popular materials, technology, and programming developed with teen input. Finally, it explores gaming in libraries and finds benefits to learning skills but challenges integrating it due to perceptions. The document cites multiple references to support its discussion.
Inbound Marketing Conference 2016 SummaryJimmy Smith
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.
Stephen Abram discusses transformational leadership strategies for librarians. He talks about the importance of collaboration, speaking with one voice, and prioritizing initiatives for maximum impact. Abram notes that the Philippines is poised for growth and discusses how librarians can help support education, the economy, and quality of life. He emphasizes developing leadership skills through training programs and emphasizes qualities like passion, risk-taking, and flexibility.
Marriage Made In Heaven: Marketing and DevelomentNancy Dowd
Nancy Dowd (LibraryAware, NoveList) and Erin MacCord (NJ Talking Book and Braille Center) share ideas of how librarians can combine their marketing and development ideas to raise visibility and support for libraries.
Social Media: What is it and what’s in it for my library? Presentation to Ver...vtrural
This document summarizes a presentation about using social media for libraries. It discusses what social media is and why libraries should invest in a social media strategy. A social media strategy involves defining goals and audiences, choosing appropriate platforms and content, and providing examples of campaigns libraries can run on social media. Specific platforms like Facebook, Twitter, Pinterest and websites are examined with suggestions for how libraries can use them. Peer examples from local Vermont libraries are also presented.
Sarah GoodwinThiel discusses using the Harwood Approach and Design Thinking methodology to engage communities. These approaches emphasize listening to community aspirations, finding common goals, and creating user-centered solutions. She provides examples of how libraries could work together in Lawrence, Kansas by understanding each other's goals and collaborating on services, collections, and programming to better meet community needs. The key is shifting conversations from problems to possibilities through creative, empathetic thinking and partnership.
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.
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.
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.
Always Be Circulating: How Public Libraries Meet Demand and Increase UseStephanie Chase
This document provides tips and strategies for public libraries to effectively manage their collections and increase circulation and patron use. It emphasizes the importance of collaboration between selection and public services staff to support readers' advisory work through handselling items, personalized recommendations, and encouraging browsing. Other key points include using the front of the library and first 20 feet for branding, balancing abundance with value through effective merchandising, and acting as passionate advocates or "customer chiefs" to help patrons connect with materials.
This document discusses how social media can be used by community foundations to engage with key audiences and achieve communication goals. It provides an overview of social media best practices, including involving leadership, integrating social media into the communications strategy, developing guidelines and policies, and measuring success. The document emphasizes that social media is a fundamental change in how people access information and that community foundations should embrace new trends to be proactive leaders in their communities.
Canadian Creators & Metadata in the Publishing Supply Chain: A DialogueBookNet Canada
The demand for diverse books and authors has never been more important and the Canadian publishing industry has gathered a working group of professionals to examine how information about equity, diversity & inclusion is shared. While numerous opportunities and efficiencies exist to share information about a book’s content to improve their discoverability in the marketplace, the industry is considering how best to communicate information about the creators behind those products, particularly when the creator’s identity is concerned. So-called “identity marketing” is an emerging opportunity for creators’ books to be discovered in an increasingly congested market and for readers to read books crafted from a lived experience.
As the Canadian industry considers best practices for the collection, storage, and dissemination of creator identity information as a part of supply chain practices, the Canadian Bibliographic Committee (a national committee of the non-profit organization BookNet Canada) struck the Equity, Diversity & Inclusion in Metadata Working Group in September 2020 with the ultimate objective of advising the Canadian publishing industry in selecting the wisest course of action to communicate equity, diversity & inclusion information about books and creators. In the interest of involving creators in that discussion, as primary stakeholders to the question of how creator identity information should be shared, the Working Group hosted a webinar to share its work to-date and to start a process where creators can join the conversation.
This document discusses several topics related to the future of libraries and information. It begins by outlining the aims and objectives of a workshop on the future of the Rockdale Public Library, including understanding user needs, discussing multiple futures scenarios, and learning about scenario planning. It then covers issues like disrupted library models, the types of libraries that may exist, what data can tell us about the future, and choices libraries will need to make. The document discusses how the publishing industry is changing with the growth of digital content and issues like open access. It also touches on trends like MOOCs and how the content mix delivered by libraries may evolve over time.
Friends groups are nonprofit organizations that support public libraries through fundraising, advocacy, and programming. They have their own boards and budgets to organize events and raise money to supplement the library's operating funds. Effective friends groups build strong relationships with library staff and trustees to determine the community's needs and collaborate on initiatives. Fundraising, outreach, and strategic planning are essential to recruit members and donors and make a positive impact.
The document discusses the importance of strategic planning for public libraries, providing examples of goals, objectives, and activities libraries can implement in their planning. It emphasizes conducting community needs assessments and selecting specific service responses to address in the library's mission, goals, and objectives. The planning process outlined examines how libraries can measure their progress and ensure services meet community needs.
Customer service as an extension of your brandLibby Post
This document discusses the importance of customer service for libraries. It argues that libraries need to establish a strong brand and view patrons as customers in order to remain competitive. The key aspects of good customer service discussed include instilling a culture of customer service among library staff, gathering feedback from patrons, making improvements based on patron needs, and ensuring staff are well-trained and provide a positive experience. Specific philosophies and programs discussed that can enhance customer service are FISH!, Give Them the Pickle, and various fun customer service ideas.
This document summarizes a presentation on branding essentials given by Jen Barth at Formic Media on June 13, 2012. The presentation covered key topics like defining branding, understanding your target audience, developing a brand identity through elements like name, logo, and color, telling compelling brand stories, creating connections through networking and social media, and creating a marketing plan with measurable goals. Attendees were encouraged to think about their own branding challenges and come up with one thing to continue doing, one thing to stop doing, and one thing to start doing to strengthen their brand. The presentation provided practical tips and frameworks to help growing businesses build strong, authentic brands.
Mwmg internet marketing - social media for business - i2i business solution...davidlaud
This document provides an overview of social media marketing presented by David Laud. It defines social media, reviews major platforms like Twitter, LinkedIn and Facebook, and discusses why social media is important for business. It offers tips on having a social media plan, implementation, measuring success, and staying within legal guidelines. The presentation emphasizes creating a strategy, listening to others, using personality over direct sales, and allowing time for results.
This presentation to leaders of county associations emphasizes the power of basic brand principles for clear communication to multiple audiences. Government associations must communicate value.
Personal branding is the process of marketing oneself to others by communicating one's excellence. It involves defining who you are, what you do, and why you are unique. Developing a personal brand involves establishing an online and social media presence, networking, partnering with training organizations, speaking for free to gain experience and exposure, writing an e-book, engaging with media, volunteering or sponsoring charities, and getting recognized with awards to develop a consistent brand identity over time. The goal is to position oneself as a thought leader and have others do marketing through word-of-mouth.
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.
The document provides an overview of research on gender differences in young adult information seeking behaviors. It finds that teenage girls are more willing to thoroughly search for information, while boys prefer quicker methods and are reluctant to ask for help. The document also discusses ways to engage young adults in the library, including offering popular materials, technology, and programming developed with teen input. Finally, it explores gaming in libraries and finds benefits to learning skills but challenges integrating it due to perceptions. The document cites multiple references to support its discussion.
Inbound Marketing Conference 2016 SummaryJimmy Smith
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.
Stephen Abram discusses transformational leadership strategies for librarians. He talks about the importance of collaboration, speaking with one voice, and prioritizing initiatives for maximum impact. Abram notes that the Philippines is poised for growth and discusses how librarians can help support education, the economy, and quality of life. He emphasizes developing leadership skills through training programs and emphasizes qualities like passion, risk-taking, and flexibility.
Marriage Made In Heaven: Marketing and DevelomentNancy Dowd
Nancy Dowd (LibraryAware, NoveList) and Erin MacCord (NJ Talking Book and Braille Center) share ideas of how librarians can combine their marketing and development ideas to raise visibility and support for libraries.
Social Media: What is it and what’s in it for my library? Presentation to Ver...vtrural
This document summarizes a presentation about using social media for libraries. It discusses what social media is and why libraries should invest in a social media strategy. A social media strategy involves defining goals and audiences, choosing appropriate platforms and content, and providing examples of campaigns libraries can run on social media. Specific platforms like Facebook, Twitter, Pinterest and websites are examined with suggestions for how libraries can use them. Peer examples from local Vermont libraries are also presented.
Sarah GoodwinThiel discusses using the Harwood Approach and Design Thinking methodology to engage communities. These approaches emphasize listening to community aspirations, finding common goals, and creating user-centered solutions. She provides examples of how libraries could work together in Lawrence, Kansas by understanding each other's goals and collaborating on services, collections, and programming to better meet community needs. The key is shifting conversations from problems to possibilities through creative, empathetic thinking and partnership.
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.
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.
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.
Always Be Circulating: How Public Libraries Meet Demand and Increase UseStephanie Chase
This document provides tips and strategies for public libraries to effectively manage their collections and increase circulation and patron use. It emphasizes the importance of collaboration between selection and public services staff to support readers' advisory work through handselling items, personalized recommendations, and encouraging browsing. Other key points include using the front of the library and first 20 feet for branding, balancing abundance with value through effective merchandising, and acting as passionate advocates or "customer chiefs" to help patrons connect with materials.
This document discusses how social media can be used by community foundations to engage with key audiences and achieve communication goals. It provides an overview of social media best practices, including involving leadership, integrating social media into the communications strategy, developing guidelines and policies, and measuring success. The document emphasizes that social media is a fundamental change in how people access information and that community foundations should embrace new trends to be proactive leaders in their communities.
Canadian Creators & Metadata in the Publishing Supply Chain: A DialogueBookNet Canada
The demand for diverse books and authors has never been more important and the Canadian publishing industry has gathered a working group of professionals to examine how information about equity, diversity & inclusion is shared. While numerous opportunities and efficiencies exist to share information about a book’s content to improve their discoverability in the marketplace, the industry is considering how best to communicate information about the creators behind those products, particularly when the creator’s identity is concerned. So-called “identity marketing” is an emerging opportunity for creators’ books to be discovered in an increasingly congested market and for readers to read books crafted from a lived experience.
As the Canadian industry considers best practices for the collection, storage, and dissemination of creator identity information as a part of supply chain practices, the Canadian Bibliographic Committee (a national committee of the non-profit organization BookNet Canada) struck the Equity, Diversity & Inclusion in Metadata Working Group in September 2020 with the ultimate objective of advising the Canadian publishing industry in selecting the wisest course of action to communicate equity, diversity & inclusion information about books and creators. In the interest of involving creators in that discussion, as primary stakeholders to the question of how creator identity information should be shared, the Working Group hosted a webinar to share its work to-date and to start a process where creators can join the conversation.
This document discusses several topics related to the future of libraries and information. It begins by outlining the aims and objectives of a workshop on the future of the Rockdale Public Library, including understanding user needs, discussing multiple futures scenarios, and learning about scenario planning. It then covers issues like disrupted library models, the types of libraries that may exist, what data can tell us about the future, and choices libraries will need to make. The document discusses how the publishing industry is changing with the growth of digital content and issues like open access. It also touches on trends like MOOCs and how the content mix delivered by libraries may evolve over time.
Friends groups are nonprofit organizations that support public libraries through fundraising, advocacy, and programming. They have their own boards and budgets to organize events and raise money to supplement the library's operating funds. Effective friends groups build strong relationships with library staff and trustees to determine the community's needs and collaborate on initiatives. Fundraising, outreach, and strategic planning are essential to recruit members and donors and make a positive impact.
The document discusses the importance of strategic planning for public libraries, providing examples of goals, objectives, and activities libraries can implement in their planning. It emphasizes conducting community needs assessments and selecting specific service responses to address in the library's mission, goals, and objectives. The planning process outlined examines how libraries can measure their progress and ensure services meet community needs.
Customer service as an extension of your brandLibby Post
This document discusses the importance of customer service for libraries. It argues that libraries need to establish a strong brand and view patrons as customers in order to remain competitive. The key aspects of good customer service discussed include instilling a culture of customer service among library staff, gathering feedback from patrons, making improvements based on patron needs, and ensuring staff are well-trained and provide a positive experience. Specific philosophies and programs discussed that can enhance customer service are FISH!, Give Them the Pickle, and various fun customer service ideas.
This document outlines a presentation given by Stephen Abram on influencing skills for librarians. It discusses defining advocacy and differentiating it from public relations and marketing. It provides tips for advocacy including identifying stakeholders, crafting messages, and using stories and metrics to showcase the value of libraries. Specific advocacy strategies are presented such as developing relationships, partnering with stakeholders, and maintaining ongoing advocacy plans. The document emphasizes listening first, being visible and likable when advocating.
The document summarizes the chapters and key discussions from a strategy group focusing on challenges facing Nordic public libraries. The group discussed 10 challenges across 2 days, unfolding each challenge further and exploring concrete ideas. The challenges centered around changing business models, user recommendations, balancing library and public values, building partnerships, community relevance, library branding, developing competences, transforming library spaces, engaging families, and ensuring library legitimacy. The group benefited from the established Nordic library network and aims to further test ideas and opportunities for Nordic cooperation.
The document summarizes the chapters and key challenges from the book "The Nordic Public Library Challenges". It discusses 10 challenges that Nordic public libraries currently face: 1) changing business models due to digitalization, 2) integrating user recommendations into library services, 3) balancing library values with public management goals, 4) developing partnerships, 5) staying relevant to increasingly diverse communities, 6) modernizing the library brand, 7) developing new competencies for library staff, 8) transforming library spaces, 9) meeting family and children's needs, and 10) ensuring the library's political legitimacy. For each challenge, it provides an unfolding of ideas on how to further explore the issues and questions raised.
This document provides an agenda and materials for a workshop on using and evaluating cost-effective online tools. The workshop objectives are to understand pros and cons of different tools, time commitments required for various activities, and strategies for planning projects and campaigns and evaluating results. The agenda covers introductions, discussing appropriate tools for different purposes, managing time, and planning social media campaigns and evaluation. Participants will share experiences and network. National Services Te Paerangi supports museums and related organizations in New Zealand.
This document discusses several topics related to library leadership in an international context:
- The skills and competencies needed for leadership in a complex organization like NATO libraries.
- The importance of partnerships and collaboration rather than working alone.
- Eight elements that are important for well-launched projects.
It also provides advice on advocacy, focusing on value and impact, understanding user experiences, and prioritizing initiatives.
The Notable Reports Panel Strikes Again: WAPL 2017WiLS
From the Wisconsin Association of Public Libraries 2017 conference and presented by Vickie Stangel, Director, Dodgeville Public Library; Kelly TerKeurst, Director, Dwight Foster Public Library (Fort Atkinson); Gus Falkenberg, Technology and Design Director, Indianhead Federated Library System (Eau Claire); Cindy Fesemyer, Director, Columbus Public Library; Sara Gold, Community Liaison and Service Specialist, WiLS; Andrea Coffin, Community Liaison and Service Specialist, WiLS
Back by popular demand! Each year, a number of new reports about public libraries are produced by organizations like Pew, OCLC, Library Journal, The Aspen Institute, and others. These reports contain valuable information that can help us plan, develop services, and improve existing services, but unfortunately, few of us have the time to read every single one. The goal of this session is to help attendees get an overview of those reports and their implications for our work. Each panelist will share a summary of a report they believe is significant and discuss how they have used or will use the information at their library. Attendees will be encouraged to share other reports and insights that have mattered to them, too!
The document discusses the importance of integrating public relations and marketing strategies by communicating the marketing mix of product, price, place, and promotion using various PR tools. It provides examples of how organizations can use editorial coverage, awards, sponsorships, and other PR tactics to influence consumer perception and behavior in support of marketing objectives. The goal is to satisfy customer needs and motivate purchase decisions through effective communication of the marketing mix.
Moving the Needle on Engagement: How to Transition from a Promotion Strategy ...Cordelia Anderson
Presented as part of the online course, "Successful Library Marketing: A Masterful Approach to Strategies, Best Practices, and Tools To Turn Your Library Into a Powerhouse," in Nov 2016.
This document provides strategies for effective marketing and outreach on a limited budget. It discusses creating clear and accessible materials for newcomers, using social media to promote services, building partnerships with other organizations, and how volunteers can help with community outreach. Specific tips include writing promotional materials in clear language tailored to the audience, designing eye-catching flyers, using newsletters and social media like LinkedIn, Facebook and Twitter to engage clients and partners, and developing volunteer roles to strengthen community connections. The goal is to share low-cost ideas for getting information to those who need it through creative and collaborative promotion.
The document discusses how libraries can use social networking to build communities and engage patrons. It provides 6 key reasons for libraries to consider using social media: 1) To promote libraries, programs and services; 2) Manage brand and reputation; 3) Establish thought leadership in the community; 4) Get customer feedback to improve services; 5) Allow patrons to contribute content; and 6) Reach new and inactive patrons. The presentation advocates that libraries develop social media, communications, and branding strategies to better tell their story and serve patrons online.
The document summarizes a presentation about a study on the economic impact of the Toronto Public Library. Some key findings of the study include that the library delivers $5.63 in economic impact for every $1 spent, and that the return on investment for the city is 463%. Neighborhood branches were also found to provide intangible benefits to communities by promoting diversity and new ideas. The presentation emphasizes that data collection must directly support messages about the library's value and impact, and that qualitative insights and user stories are also important.
The document provides an agenda for a workshop on using and evaluating cost effective online tools. The workshop objectives are to understand the pros and cons of different tools, time commitments required for various activities, and strategies for planning projects and campaigns and evaluating results. The agenda covers introducing tools for different uses like communication, sharing, and working. It also discusses best practices for managing time, planning social media campaigns, creating policies, and evaluating and reporting on results. Participants will have opportunities to share experiences and examples.
Collections development - policy and practiceSarah Wilkie
Show how an effective collection development policy can support the public library authority’s service objectives
Stress the importance of having direct links to other strategic policies.
Introduce the standard template for a Collection Development Policy drawn up by the National Acquisitions Group (NAG)
The document discusses the history and role of scholarly publishers. It notes that while commercial and society publishers have upheld the tradition of scholarly communication, the internet has led to a transformational shift in scholarly publishing. To stay relevant, publishers must focus on filtering and interpreting information, serving communities, and enhancing researcher productivity by delivering customized content on demand. This will require publishers to develop new skills and take risks to add value in new ways beyond traditional publishing models.
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Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
Library branding, marketing and customer service part i
1. Branding and Marketing.
So What’s Customer Service
Have To Do With It?
Part I
Presented by
Libby Post, President
for Upper Hudson Library System
January 18, 2008
What is Branding and Marketing?
• A necessary evil for libraries?
• A comprehensive approach to conveying your
library’s message to your target audiences
2
1
2. What is Customer Service?
• A waste of time since patrons come to us anyway?
• A way to increase patron use and enhance your
library’s position in the community?
3
Working Together
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
4
2
3. What is Branding?
• Integral part of marketing • Emotional branding:
• Sets libraries apart from – Love
other public institutions – Hate
• Sum total of all attitudes, – Hope
perceptions and beliefs – Fear
about your library • Libraries give people hope,
a sense of community, a
long life of learning
5
What is Marketing?
• All activities geared to raising the identity and use of
the library
• Libraries need to market
– Reinforces position as an essential service for the
community
– Reinforces that libraries are very relevant and haven’t
been replaced by the internet
– Positions library to garner community support for 414s,
referendums or other voter initiatives
6
3
4. What is Customer Service?
• The way your patrons are treated
– How their questions are answered
– How valued they are when interacting with staff
– How they feel when they leave
– Whether patrons’ expectations are met or exceeded
7
What Today’s About
• Make the connection between your
branding/marketing and your customer service
• Enable you to boost your branding, marketing and
customer service
• Strategies to live your brand through your customer
service
8
4
5. Marketing 101
• Define mission and programs
• Define audiences: children, adults, seniors, families,
potential donors, opinion leaders, elected officials, etc.
• Examine strengths and weaknesses
• Define messages and supporting points
• Establish graphic identification—logo—and graphic
standards
• Develop initiatives/campaigns to brand the library in the
community as an essential service
9
Examine your strengths &
weaknesses: SWOT session
• INTERNAL • EXTERNAL
– Opportunities
– Strengths
– Threats
– Weaknesses
• EXPLORE
• EXPLORE – Position of the library in the
– People community
• Staff – What values the library stands
for in the community
• Board
– What’s important to the
• Patrons community
– Programs and Services
10
5
6. Establish logo and graphic standards
• One logo for library
• Vertical and Horizontal format, if necessary
• Consistent color palette
• Consistent typefaces
• Graphic standards: how it is used
– Published guidelines
11
Organizational identification
12
6
7. Marketing Tools
Use each opportunity to reinforce your message and the importance
of the library—tell your story and build relationships.
• Identity Brochure • Web Site
• Newsletter • Annual Reports
• Direct Mail • Displays
• Advertising: • PowerPoint presentation
– Newspaper • Speaking engagements
– TV • Flyers, Posters
– Radio
• Campaigns
13
Campaign Planning Questions
• What are the issues facing the • Who are your audiences? Who
library? needs to hear your message?
• What are your goals? What do • What are your messages?
you want to have happen? What proof do you have to
• How will you accomplish back them up?
goals? What are the • What strategy/tools will you
objectives? use to get your message to
• How do you want the library to your audiences?
be perceived? What is your • How well did you do?
positioning statement?
14
7
8. Case Study: Saugerties Public Library
• Needed to raise the identity of the Library before
asking public to vote on a $6.5 million referendum
• SWOT analysis
– Library was important but not as important as town
recreation activities
• Strategy
– Triangulate recreation, make it integral to the library
15
Case Study: Saugerties Public Library
• Rebranded Library
– New slogan
– New look
– New logo
16
8
12. Case Study: Saugerties Public Library
23
Case Study: Goshen Public Library
• Need to raise $2 million to offset cost of taxpayer
share of $19.8 building referendum
– Raise expectations
– Reinforce role of library in the community
– Make the case for a new library
24
12
13. Case Study: Goshen Public Library
25
Case Study: Goshen Public Library
26
13
14. Case Study: Goshen Public Library
27
Case Study: Goshen Public Library
28
14
15. Case Study: Goshen Public Library
29
PR as a Part of Marketing
• Pro-Active
– Get your message out in an “objective” medium
– Educate the public
– Establish yourself as an expert
– Place positive stories about issues
– Respond to negative stories
30
15
16. Defining the Media
Print Media Electronic
Dailies TV
Weeklies Radio
Monthlies Web Sites
News Magazines Blogs
Topical Magazines
Wire services
31
Accessing the Media
• They come to you
– Want your comment as
expert
– Negative story about you
• You go to them
– Press Advisories
− Letters to the Editor
– Press Releases − OpEd Pieces/Commentary
– Press Events − Editorial Board Meetings
32
16
17. Types of Press Releases
• Informational
– Bulleted and concise
• Media Advisories
– Issued a few days before an event
• Media Alerts
– Issued right before event as a reminder
• Photo Ops
• Stories
– For smaller, local outlets
33
Types of News Stories
• Hard news
• News feature
• Series
• Human Interest feature
• Business
• Sports
• Editorial
34
17
18. The First Steps
• Develop a press list
– Address
– Telephone
– Fax
– E-mail
• Find out who covers library/local news
– Print: various editors/reporters & beats
– TV & Radio: Assignment Editors
35
The First Steps
• Know How the Media Wants to Get Info
– Smaller local papers (weeklies) often prefer press
releases that are written as news articles that can be
directly placed in their papers or minimally edited
– Larger news outlets (dailies) prefer press releases with
bulleted info that can be scanned for topics of interest
– TV stations want shorter, topical stories with good
visuals
– Radio wants shorter, topical stories with good sound
bites
36
18
19. The First Steps
• Decide who your spokesperson is
– Press are busy
– Make it easy for them
– Make sure they have your name and number(s)
• Professional look to communications
• Printed letterhead
• Graphics file
37
The First Steps
• Develop system of distribution based
on media outlet preference
– E-mail
• Release in body of e-mail
• Also as an attachment
– Broadcast fax
– Mail
38
19
20. The First Steps
• Revolving Media Door
– Type of media market drives personnel turn-over
– Keep your lists up to date
• Understand how journalists see themselves
– Their job is to uncover and report
– They are busy
– Do their work for them
39
Defining Your Message in the Media
• Who is the audience
• What do you want the public to hear
• Develop talking points
– Reinforce your perspective
– Sound bites
– Answer how you want to
• Integrate message into all media relations
40
20
21. Defining Your Message
• Talking Point Tactics: distinguish and add credibility
to your message
– Facts: statements that describe the way things are
– Statistics: effective when easily understood
– Analogy or Comparison: make statements more
engaging
– Authorities or Experts: adds credibility
– Personal Experience: illustrate points
41
Defining Your Message
• Libraries are essential to the communities they
serve
• Talking Points
– Children come here to learn
– Families come here to have fun
– Seniors come here to remain active and vital
42
21
22. Press Release 101
• Who, what, where, when & why
• Inverted pyramid
– Most important information upfront
– Edit from the bottom up
• Contact information and date for release at the top
• Headline before beginning of text
• Proofread
43
Sample
Press Release 50 Colvin Ave., Albany, NY 12206 518/438-2826
For more information For Release
Libby Post Immediate
438-2826 January 7, 2008
Quick Identifier Company President Gives Workshop
Contact Info For Upper Hudson Library System
Libby Post, President of Communication Services,
Headline will present a workshop entitled Branding and
Marketing: So What’s Customer Service Have to do
Inverted pyramid style With It? at the Hudson Valley Library System office, 28
Essex Street, Albany on Friday, January 18 from 9:30 to
release 3:30 p.m.
The workshop will cover the connection between
branding/marketing and customer service and how
Ending marker building relationships with audiences enhances a
library’s ability to reinforce it’s message that libraries
are for everyone and bring value to the community.
--30--
44
22
23. It’s All About Relationships
• Branding/Marketing is about developing
relationships with your audiences
• Customer Service is about developing relationship
with your patrons
• Media relations is about developing a relationship
with the media
45
Tips on Developing Great
Relationships with Your Media Outlets
• Be accessible: be sure the media knows when and
how to reach you
• Be honest: credibility takes a long time to build and
can be destroyed quickly
• Be polite: even if a reporter asks a question you
prefer not to answer
• Provide simple, direct responses to all questions
and plan key messages to discuss
46
23
24. Tips on Developing Great
Relationships with Your Media Outlets
• Don’t say “no comment”: Screams “I have
something to hide.” Say “I don’t have an answer to
that” or “I can’t comment on that.”
• Respect deadlines: get back to them on time, even
if it is to tell them you don’t have the info they want
• Avoid speaking off the record or on background
47
Reporters have the right to
• Evaluate and report the story as s/he sees it
• Reasonable access to news sources
• Receive timely response
• Have deadlines and other needs respected
• Receive concise and direct answers
• Redirect the interview if it strays
48
24
25. Reporters have the right to
• Conduct follow-up inquiries, as needed, for
clarification
• Receive available collateral material to help build
the story
• Receive corrected information if incorrect info is
inadvertently given
• The same kind of courtesy and respect you expect
49
You have the right to
• A measure of control over the interview
• Have advance knowledge of interview topic(s)
• Know the reporter’s identity and affiliation
• State Your Key Messages and restate when
appropriate
• Finish responses without interruption (your answer
should be concise and relevant)
50
25
26. You have the right to
• Discuss relevant topics and messages not
specifically asked for in the interview
• Correct misinformation and misstatements during
the interview
• Know how the interview material will be used and
whether others are being interviewed
• Respond to allegations
51
How to Speak with the Press
• Be prepared
• Have your talking points ready
• Answer the questions the way you want to answer
them
• If you’re called to respond to a story, you can call
them back after preparing
• Don’t lie
52
26
27. How to Speak with the Press
• Print: clear, concise, a bit more depth
• Radio & TV: 30 second (or less) sound bites
– Be prepared
– Radio: most interviews done on phone unless there’s a
press event of some sort
– TV: come to you, look at reporter not camera, don’t wear
a lot of jewelry
53
Power of the Editorial Page
• Editorials:
– Meet with Editorial Board, present your case
– Send Editorial Page editor/writer information asking for supportive
editorial
• Letters to the Editor
– Won’t print without name
• Op Ed pieces
– Opportunity to reach opinion leaders in the community
– Can present your message thoughtfully, in-depth
– 1000 words
54
27
28. Telling Your Library’s Story
• Define your message
• Define your audience
• Define your tactics
• Make it happen
55
28