Talking person to person is easy in social media. But when you start sharing as an organization, it suddenly feels different. This presentation gives ideas to make that business to person sharing feel like a person to person connection - a real, face2face conversation.

1. flickr.com/photos/94852245@N00/4338268272/
Soc ial M edia
for customer
conne
ction
s
david lee king | topeka & shawnee county public library | davidleeking.com

2. problem:
we haven’t
embraced the
social web
flickr.com/photos/30008935@N00/417833522/

3. we have
the tools
flickr.com/photos/safari_vacation/6257284524/

4. not quite
sure how
to use
them!

5. So, what do you think
about our library?
flickr.com/photos/10059155@N05/4712929433/

6. What's missing?
face2face
interaction
flickr.com/photos/40624839@N02/3784049371/

7. how online
engagement
works
flickr.com/photos/23697075@N03/3010947232/

12. flickr.com/photos/niallkennedy/667670285/

13. 3 ways to
transform into a
face2face library
flickr.com/photos/94852245@N00/4338268272/

14. 1.
listening
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15. why listen?
flickr.com/photos/58571789@N00/4519906494/

16. what to
listen for
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17. responding
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18. listening in
Topeka
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19. 2.
basic
communication
(online)
flickr.com/photos/94852245@N00/4338268272/

20. conversational
writing

21. add pictures
& video

22. [like this]
add pictures
& video

24. [“you”]
be “you”
online

25. pics of staff
new stuff
customers!

26. flickr.com/photos/hackleypubliclibrary/3903700537/
where are
the people?

27. 3.
“doing”
community
flickr.com/photos/94852245@N00/4338268272/

28. we get this

29. flickr.com/photos/53472606@N00/2751815892/
less control here

30. respond
to critics
flickr.com/photos/41987260@N00/3634805732/

31. listen first
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32. admit &
apologize
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33. be nice
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34. be quiet
(i.e., don’t
respond)
flickr.com/photos/41987260@N00/3634805732/

35. develop a
thick skin
flickr.com/photos/41987260@N00/3634805732/

36. where to start!
flickr.com/photos/94852245@N00/4338268272/

37. ask
flickr.com/photos/94852245@N00/4338268272/

38. set goals
& strategy
flickr.com/photos/21290415@N05/3006994838/

39. who does the
work?
flickr.com/photos/aboutmattlaw/3673332299/

40. measure success
flickr.com/photos/aboutmattlaw/3673332299/

41. creating great
customer
connections
starts with you!
flickr.com/photos/94852245@N00/4338268272/

42. thank
you!
davidleeking.com