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Face2Face:flickr.com/photos/94852245@N00/4338268272/
using social tools to create great
customer connections
david lee king | topeka & shawnee county public library | davidleeking.com
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 quitesure how to use them!
So, what do you thinkabout the library?
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What's missing?face2face interaction
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how online engagement
works
flickr.com/photos/23697075@N03/3010947232/
flickr.com/photos/niallkennedy/667670285/
3 ways to transform into a face2face library
flickr.com/photos/94852245@N00/4338268272/
1. listening
flickr.com/photos/94852245@N00/4338268272/
why listen?
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what to listen for
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responding
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listening in Topeka
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2. basic
communication(online)
flickr.com/photos/94852245@N00/4338268272/
conversational writing
add pictures & video
add pictures & video
[like this]
be “you” online
[“you”]
pics of staffnew stuff
customers!
where are the people?
flickr.com/photos/hackleypubliclibrary/3903700537/
3. “doing”
community
flickr.com/photos/94852245@N00/4338268272/
we get this
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less control here
respond to critics
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listen first
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admit & apologize
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be nice
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be quiet(i.e., don’t respond)
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develop a thick skin
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where to start!
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ask
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set goals& strategy
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who does the work?
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measure success
flickr.com/photos/aboutmattlaw/3673332299/
flickr.com/photos/94852245@N00/4338268272/
creating great customer
connectionsstarts with you!
thank you!
davidleeking.com