SlideShare a Scribd company logo
Best

Practices
david lee king | topeka & shawnee county public library | davidleeking.com
Social
flic.kr/p/dPPrVc
Media
flickr.com/photos/30008935@N00/417833522/
problem:
we haven’t
embraced the
social web
we have
the tools
flickr.com/photos/safari_vacation/6257284524/
not quite

sure how 

to use
them!
So, what do you think

about our library?
flickr.com/photos/10059155@N05/4712929433/
What's missing?
flickr.com/photos/40624839@N02/3784049371/
face2face
interaction
how online
engagement

works
flickr.com/photos/23697075@N03/3010947232/
flickr.com/photos/niallkennedy/667670285/
ways to 

transform into a
face2face library
3
1. flickr.com/photos/94852245@N00/4338268272/
listening
why listen?
flickr.com/photos/58571789@N00/4519906494/
what to
listen for
flickr.com/photos/58571789@N00/4519906494/
responding
flickr.com/photos/58571789@N00/4519906494/
listening in
Topeka
flickr.com/photos/58571789@N00/4519906494/
2.
basic
communication

(online)
conversational
writing
add pictures
& video
add pictures
& video
[like this]
be “you”
online
[“you”]
pics of staff
new stuff
customers!
where are
the people?
flickr.com/photos/hackleypubliclibrary/3903700537/
flic.kr/p/4n5sc2
3.“doing”
community
we get this
flickr.com/photos/53472606@N00/2751815892/
less control here
start

talking!
ask
What my

library does
flic.kr/p/XqGwP
respond
to critics
flic.kr/p/6xck7m
listen first
admit &
apologize
be nice
be quiet
(i.e., don’t
respond)
develop a
thick skin
where to start!
Twitter
eNews
Website
Library

NewsFacebook
Instagram
who does
the work?
set goals

& strategy
flickr.com/photos/21290415@N05/3006994838/
measure success
creating great
customer
connections
starts with you!
thank
you!
davidleeking.com

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