Ebooks and
Customer Service
Leah L. White
It's early for ebooks.

HTTP://BIT.LY/YCI877
Who am I?
• Leah White
• Head of Popular Materials
• Ela Area Public Library
• @leahlibrarian
• www.leahlwhite.com
Yes but...

http://bit.ly/GVhiJd
The Plan
• The state of the ebook union & options for libraries
• Staff training (the ultimate customer service)
• Custome...
State of the Union

http://bit.ly/19STvjK
Print AND ebooks

http://bit.ly/1fKPCp8
Not a passing fad
Options for Libraries
Major players
The Publishers
Questions so far?
THE BEST WAY TO SERVE PATRONS IS TO TRAIN YOUR STAFF
HTTP://GOO.GL/7MCQQ

HTTP://GOO.GL/YX5UQ
HTTP://GOO.GL/MTULB
Simplify service points
HTTP://BIT.LY/KIJOHU
Ebooks are
a part of
your job.
Invest in devices for training purposes.
Okay...now what?
Create your team!

http://bit.ly/1gUrfEH
http://bit.ly/1fL1aJg
Be flexible

Offer varied options for learning.
Questions so far?
Ready for action!

http://images2.wikia.nocookie.net/__cb20110513164403/marveldatabase/images/e/e1/The_Marvel_Universe.png
Online
In the library
Offer varied learning options
Offer Appointments
That said...

HTTP://GOO.GL/MY7ZW
Circulating devices
Outside the library
All things considered
• Ebooks are a part of everyone's jobs
• Get your staff trained
• Offer varied options for learning
...
Thank you!

• Questions?
• Twitter @leahlibrarian
• www.leahlwhite.com
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
Ebooks and Customer Service
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Ebooks and Customer Service

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Presented at the Indiana Library Federation annual library conference, October 23rd, 2013

Published in: Education, Business
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Ebooks and Customer Service

  1. 1. Ebooks and Customer Service Leah L. White
  2. 2. It's early for ebooks. HTTP://BIT.LY/YCI877
  3. 3. Who am I? • Leah White • Head of Popular Materials • Ela Area Public Library • @leahlibrarian • www.leahlwhite.com
  4. 4. Yes but... http://bit.ly/GVhiJd
  5. 5. The Plan • The state of the ebook union & options for libraries • Staff training (the ultimate customer service) • Customer assistance • Online • In the library • Outside the library
  6. 6. State of the Union http://bit.ly/19STvjK
  7. 7. Print AND ebooks http://bit.ly/1fKPCp8
  8. 8. Not a passing fad
  9. 9. Options for Libraries
  10. 10. Major players
  11. 11. The Publishers
  12. 12. Questions so far?
  13. 13. THE BEST WAY TO SERVE PATRONS IS TO TRAIN YOUR STAFF HTTP://GOO.GL/7MCQQ HTTP://GOO.GL/YX5UQ HTTP://GOO.GL/MTULB
  14. 14. Simplify service points HTTP://BIT.LY/KIJOHU
  15. 15. Ebooks are a part of your job.
  16. 16. Invest in devices for training purposes.
  17. 17. Okay...now what?
  18. 18. Create your team! http://bit.ly/1gUrfEH
  19. 19. http://bit.ly/1fL1aJg
  20. 20. Be flexible Offer varied options for learning.
  21. 21. Questions so far?
  22. 22. Ready for action! http://images2.wikia.nocookie.net/__cb20110513164403/marveldatabase/images/e/e1/The_Marvel_Universe.png
  23. 23. Online
  24. 24. In the library
  25. 25. Offer varied learning options
  26. 26. Offer Appointments
  27. 27. That said... HTTP://GOO.GL/MY7ZW
  28. 28. Circulating devices
  29. 29. Outside the library
  30. 30. All things considered • Ebooks are a part of everyone's jobs • Get your staff trained • Offer varied options for learning • Don't forget to look outside of the library
  31. 31. Thank you! • Questions? • Twitter @leahlibrarian • www.leahlwhite.com

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