Improving the Customer Experience: on the web, in the library, in the communtiy

•

5 likes•2,457 views

This presentation focuses on using technology in a library setting to improve the experience customers have while at the library, or while on the library's website.

Improving
on the web
Customer
Experience
the
in the library
in the community
david lee king 
tscpl.org | davidleeking.comﬂic.kr/p/7GARBa

Change
is a verb…

Change
is a verb…
bummer!

for  
Libraries

ﬂickr.com/photos/bestrated1/2621358221/
what has changed?

ﬂic.kr/p/8BjVG1

ﬂic.kr/p/LqVbn

ﬂickr.com/photos/quinnanya/5802630334

Mobile
mobile firstonline first

ﬂickr.com/photos/yourdon/3405811164/
what’s she doing?

this is HUGE

also HUGE

multimedia
web

News

ﬂickr.com/photos/thebrooklinelibrary/6930433464

ﬂickr.com/photos/thomashawk/4958821586/

ﬂickr.com/photos/smjb/8316078699/

ebooks

ﬂickr.com/photos/libraryman/5052936803/

grassroots
tech

Competition

ﬂic.kr/p/4aGa4g

Customer
Experience?

ﬂickr.com/photos/leosoueu/7057226599/

ﬂickr.com/photos/kbeil/6702598373/

ﬂickr.com/photos/niallkennedy/667670285/

Why think 
about that?

What kind of
experience 
are they
having?
you have visitors.
right now.

ﬂickr.com/photos/b-tal/116220689/
Improving
Customer
Experience
the

for staff

put staff first!

stop saying no ﬂickr.com/photos/ppix/4991060059

buy the tools 
they need
ﬂic.kr/p/9KQoQd

make it
easy

ﬂickr.com/photos/deansfurniture5/2462980045/

touch
points

ﬂickr.com/photos/pperdue/3573858061/

which 
is it?

fix the
process

ﬂickr.com/photos/poblibrary/2674563551/

ﬂickr.com/photos/beavis/2425374221/
go where people gather

the tech
ﬂickr.com/photos/shoutsfromtheabyss/6199518254

update the tech

hire professionals

design for
mobile

Make
mobile
Easy

ﬂickr.com/photos/opacity/3531963245/
new types 
of tech!

ﬂickr.com/photos/skokiepl/5552496451/

customersfor

understand who they are

which
sites are
important?
kexino.com

ﬂickr.com/photos/53552950@N00/2283676770
how
much
time?

flickr.com/photos/nomadic_lass/6728580615/
when to post?

flickr.com/photos/10687935@N04/3972319375/
post during work, too!

flickr.com/photos/mentalman1369/2624654120/
how often?

flickr.com/photos/71651012@N00/221051561/
consistency

quick 
strategies
ﬂickr.com/photos/45810515@N03/4564135455

how to
how do 
 
you do it?
ﬂickr.com/photos/tofsrud/5745115520/

flickr.com/photos/34427470616@N01/121790568/

a team
flickr.com/photos/wwarby/5106781173/

just marketing!

flickr.com/photos/benandliz/96974693/
just IT!

flickr.com/photos/asimpledarksquid/2736983386/
just librarians!

Best: mix it up!

Need the Boss, too
(ok - maybe not this boss ...)
flickr.com/photos/10567940@N05/3949821038/

tell people!
flickr.com/photos/wwarby/5106781173/

Awesome!!

elsewhere

flickr.com/photos/mosmanlibrary/6891829324/

yourteam!

meetingtime
flickr.com/photos/theimagegroup/122728670/

multipleadmins

flickr.com/photos/33472412@N00/1696964330/
postinggoals

flickr.com/photos/ihtatho/627226315/

how to
What should
you share?

CompellingContent

BerelevanttoyourFans

Bethereforcustomers

Sharing!
flickr.com/photos/74998608@N00/3067514833/

Tellyourstory

how to
how do 
 
you engage?

flickr.com/photos/28311604@N00/63694234/
think
short

flickr.com/photos/20375052@N00/5681426/
bevisual

133
bevisual

134
videos

flickr.com/photos/47494486@N03/5036313154/
behuman

flickr.com/photos/60648084@N00/2462966749/
typelikeyoutalk

flickr.com/photos/88913244@N00/1437012378/
businesscasual

flickr.com/photos/98819513@N00/5658859137/
businesscasual

flickr.com/photos/65304769@N05/7403731050/
audienceparticipation

askaquestion

calltoaction

be snoopy
(just a bit)
http://www.ﬂickr.com/photos/librarycommission/5041836636/

ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

ﬂickr.com/photos/qubodup/3582881939/

continue
the
experience

we need to 
be social
ﬂickr.com/photos/jasonahowie/8583949219/

ﬂickr.com/photos/b-tal/116220689/
Customer
Experience
?

ﬂickr.com/photos/90585146@N08/8222922317/

davidleeking.com
Thank You!

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Improving the Customer Experience: on the web, in the library, in the communtiy

1. Improving on the web Customer Experience the in the library in the community david lee king  tscpl.org | davidleeking.comﬂic.kr/p/7GARBa

2. Change is a verb…

3. Change is a verb… bummer!

4.

5. for   Libraries

6.

7. ﬂickr.com/photos/bestrated1/2621358221/ what has changed?

8. ﬂic.kr/p/8BjVG1

9. ﬂic.kr/p/LqVbn

10. ﬂickr.com/photos/quinnanya/5802630334

11. Mobile mobile firstonline first

12. ﬂickr.com/photos/yourdon/3405811164/ what’s she doing?

13. this is HUGE

15. multimedia web

16.

17.

18.

19.

21. ﬂickr.com/photos/thebrooklinelibrary/6930433464

22. ﬂickr.com/photos/thomashawk/4958821586/

23. ﬂickr.com/photos/smjb/8316078699/

25.

26.

27. ﬂickr.com/photos/libraryman/5052936803/

28. grassroots tech

29. Competition

30. ﬂic.kr/p/4aGa4g

31.

32.

33. Customer Experience?

34. ﬂickr.com/photos/leosoueu/7057226599/

35. ﬂickr.com/photos/kbeil/6702598373/

36. ﬂickr.com/photos/niallkennedy/667670285/

37.

38.

39. Why think  about that?

40. What kind of experience  are they having? you have visitors. right now.

41. ﬂickr.com/photos/b-tal/116220689/ Improving Customer Experience the

43. put staff first!

44. stop saying no ﬂickr.com/photos/ppix/4991060059

45. buy the tools  they need ﬂic.kr/p/9KQoQd

46. make it easy

47. ﬂickr.com/photos/deansfurniture5/2462980045/

48. touch points

49.

50. ﬂickr.com/photos/pperdue/3573858061/

51.

52.

53.

54.

55.

56.

57.

58.

59. which  is it?

60.

61.

62. fix the process

63. ﬂickr.com/photos/poblibrary/2674563551/

64.

65.

66. ﬂickr.com/photos/beavis/2425374221/ go where people gather

67.

68.

69.

70.

71. the tech ﬂickr.com/photos/shoutsfromtheabyss/6199518254

72. update the tech

73. hire professionals

74.

75.

76.

77. design for mobile

78.

79.

80.

81. Make mobile Easy

82.

83. ﬂickr.com/photos/opacity/3531963245/ new types  of tech!

84. ﬂickr.com/photos/skokiepl/5552496451/

85.

86.

87. customersfor

88. understand who they are

89.

90. social media

91. which sites are important? kexino.com

92.

93.

94.

95.

96.

97.

98. ﬂickr.com/photos/53552950@N00/2283676770 how much time?

99. flickr.com/photos/nomadic_lass/6728580615/ when to post?

100. flickr.com/photos/10687935@N04/3972319375/ post during work, too!

101. flickr.com/photos/mentalman1369/2624654120/ how often?

102. flickr.com/photos/71651012@N00/221051561/ consistency

103. quick  strategies ﬂickr.com/photos/45810515@N03/4564135455

104. how to how do    you do it? ﬂickr.com/photos/tofsrud/5745115520/

105. flickr.com/photos/34427470616@N01/121790568/

106. a team flickr.com/photos/wwarby/5106781173/

107. just marketing!

108. flickr.com/photos/benandliz/96974693/ just IT!

109. flickr.com/photos/asimpledarksquid/2736983386/ just librarians!

110. Best: mix it up!

111. Need the Boss, too (ok - maybe not this boss ...) flickr.com/photos/10567940@N05/3949821038/

112. tell people! flickr.com/photos/wwarby/5106781173/

114.

116.

117. flickr.com/photos/mosmanlibrary/6891829324/

119. meetingtime flickr.com/photos/theimagegroup/122728670/

120. multipleadmins

121.

122. flickr.com/photos/33472412@N00/1696964330/ postinggoals

123. flickr.com/photos/ihtatho/627226315/

124. how to What should you share?

125. CompellingContent

126. BerelevanttoyourFans

127. Bethereforcustomers

128. Sharing! flickr.com/photos/74998608@N00/3067514833/

129. Tellyourstory

130. how to how do    you engage?

131. flickr.com/photos/28311604@N00/63694234/ think short

132. flickr.com/photos/20375052@N00/5681426/ bevisual

133. 133 bevisual

134. 134 videos

135. flickr.com/photos/47494486@N03/5036313154/ behuman

136. flickr.com/photos/60648084@N00/2462966749/ typelikeyoutalk

137. flickr.com/photos/88913244@N00/1437012378/ businesscasual

138. flickr.com/photos/98819513@N00/5658859137/ businesscasual

139. flickr.com/photos/65304769@N05/7403731050/ audienceparticipation

140. askaquestion

141. calltoaction

142. be snoopy (just a bit) http://www.ﬂickr.com/photos/librarycommission/5041836636/

143. ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

144. ﬂickr.com/photos/qubodup/3582881939/

145.

146. continue the experience

147.

148. we need to  be social ﬂickr.com/photos/jasonahowie/8583949219/

149.

150. ﬂickr.com/photos/b-tal/116220689/ Customer Experience ?

151. ﬂickr.com/photos/90585146@N08/8222922317/

152. davidleeking.com Thank You!