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Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement

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David King
David King

This document discusses how libraries can respond to changes in technology and customer engagement. It suggests that libraries should embrace a digital presence and focus on customer experience. Libraries need community managers, digital branch managers and other roles to engage patrons both inside and outside the library. The document provides examples of libraries interacting with patrons through social media, focus groups and visiting where patrons gather online. It emphasizes designing services around customers and improving customer journeys. Libraries should also gauge staff readiness for change and find champions to help lead transformations.

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Freak Out, Geek Out, or Seek Out: dealing with tech change & customer engagement David Lee King | Topeka & Shawnee County Public Library | davidleeking.com
http://flickr.com/photos/simplearts/501346927/
http://www.flickr.com/photos/girlgeek/29078014/
http://www.flickr.com/photos/gerlos/3119891607/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
flickr.com/photos/luc/2944876508/
this is ... flickr.com/photos/yourdon/2715583000/
this is ... HUGE
What has Changed? http://www.flickr.com/photos/bestrated1/2621358221/
http://www.flickr.com/photos/sir_mervs/2691990934/ n ! it io p e t Co m
flic.kr/p/4aGa4g
http://www.flickr.com/photos/rkleine/3567189079/
flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/
this is a change, too!
multimedia public real time social The Emerging Web is... 2-way mobile decentralized
real time
decentralized
multimedia
EC = flickr.com/photos/platinum/4555668/ MC
mobile flickr.com/photos/dasfotoimaginarium/6761402235/
is he on the phone? flickr.com/photos/dasfotoimaginarium/6761402235/
flickr.com/photos/dasfotoimaginarium/6761402235/
? the web is in my pocket
? the library is in my pocket
5. responsive design.
5. responsive design.
social
http://www.flickr.com/photos/civisi/2611679744/ 2-way
public http://www.flickr.com/photos/sreejithk2000/2385193167/
public http://www.flickr.com/photos/sreejithk2000/2385193167/
What’s Topeka Doing?
Community Manager Scans Horizon Executive Editor Digital Branch Manager Long Range Planner Evangelist Manager Answers Tough Questions
3 Realities: 1. all services will be physical & digital 2. we’ll use the web to build unique stuff 3. to some, the digital branch will be their only branch
content
multimedia
Community
Front door(s)
conversation flickr.com/photos/ohiouniversitylibraries/3506866503/
in the website
in the website
in the website
in the website
in the website
outside the website
outside the website
outside the website
what to do? flickr.com/photos/b-tal/116220689/
ce i en er n? p g x si e e d
Why think about that?
you have visitors. right now. What kind of experience are they having?
Plan your library experience flickr.com/photos/ocarchives/3952964087/
flickr.com/photos/deansfurniture5/2462980045/
ten lis flickr.com/photos/94379417@N00/4808475862/
what are they saying about you?
ask flickr.com/photos/francois/ 404908918/ focus groups
stats
http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
flickr.com/photos/ohiouniversitylibraries/3507674990/
v e o nts pr oi Im P u c h T o
flickr.com/photos/jrnoded/3340607045/
flickr.com/photos/beyondbeauty/4241128107/
flickr.com/photos/mmewuji/4386845410/
flickr.com/photos/wlscience/4200630845/
http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/fornal/437703236/
flickr.com/photos/picturesofthings/2437232419/
flickr.com/photos/pperdue/3573858061/
which is it?
flickr.com/photos/poblibrary/2674563551/ your process is showing
flickr.com/photos/poblibrary/2674563551/ your process is showing
customers first flickr.com/photos/piet_musterd/1858568495/
go where flickr.com/photos/beavis/2425374221/ people gather
?
http://flickr.com/photos/gaetanlee/118885175/
pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s a destina tio n
it’s a destina tion
Text Also a destina tio n
interac tion is key
flickr.com/photos/pitel/507791613/
your stuff
your staff
Text actual staff
actual staff
flickr.com/photos/ajguel/5033855605/ Tackle Change
model the way /www.flickr.com/photos/jblyberg/4028376129/
flickr.com/photos/lulutoo/2951107695/
flickr.com/photos/deansfurniture5/2462980045/
Customer Journey Mapping flickr.com/photos/thetoad01/2317084812/
improving the ordinary flickr.com/photos/rvettese/264579764/ flickr.com/photos/goatopolis/189188667/
know your patrons
http://www.flickr.com/photos/fling93/115162765/
101%
communic communication communicatio ommunicationcommunicat mmunication communication mmunication communication ommunication communication ommunication
Gauge your staff http://flickr.com/photos/imagezen/150337240/
Find Champions
With great power comes great... ? cibercomics.com/wp-content/uploads/2008/07/bis_layer_spiderman.gif
Finding Time
Change your focus
Schedule your time
This is not your library
This is your library
flickr.com/photos/29106784@N02/2719649603/
Thank You! davidleeking.com

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