Notes from the 2009 COMO conference in Columbus GA Market yourself market your library – Lori Reed PTA group has a facebook page that is very successful Traditional marketing vs 2.0 marketing – 2 way exchange, ppl are talking about your library, whether you’re listening or not Traditional market 4 Ps – Product pricing placement promotion Marketing 2.0 4 Cs – consumer collaboration Mistake ppl make is they jump right in & start producing – stop doing this, you’re putting the cart in front of the horse. Build a marketing plan 1. Identify a need 2. Research – find out what other ppl or libs are doing to meet that need. 3. Identify the audience 4. Identify objectives 5. Identify message, what you do want to say? 6. find the right tools 7. implement 8. Evaluate – how will you know it worked? Focus on number 6 the tools Can your users find you? Are you on google? Add your info if you’re not List your library on free wifi hotspots sites Wifihotspotlist.com You can list your programs and storytimes on Craigslist Blogs can be used in a number of different ways, book reviews, video of children’s storytimes, tie community
Posts Tagged ‘ como ’
Bring on the Rain Putting the Cloud to Work for You: in introduction to cloud computing
One of my presentations from the 2009 COMO conference in Columbus GA Bring on the Rain Putting the Cloud to Work for You: in introduction to cloud computing View more presentations from Bobbi Newman. Google docs Zoho Buzzword Preezo PreZentit PBworks Wetpaint Wikispaces 30 Boxes Google Calendar Yahoo MyHomePoint Remember the Milk Ta-Da list Todoist The Online CEO Hiveminder Joe’s Goals Doodle Delicious Digg Netvibes iGoogle Slideshare Google Reader Google Wave Bookmark on Delicious Digg this post Share on FriendFeed Buzz it up Share on netvibes share via Reddit Share with Stumblers Tumblr it Buzz it up Subscribe to the comments on this post Print for later Tell a friend
Emotional Customer Service for Library Professionals – Andrew Sanderbeck
Notes from sessions at the 2009 COMO conference in Columbus GA Emotional Customer Service Change exercise – identity crisis, exchange name tags & three facts keep passing along like telephone How can we use in workplace? Where is quality control in info exchange? Importance of communication Patrons come to lib for more than just books, dvds and info and internet access they call come to feel good What retail stores will you not go back to? Think about emotional need of patrons, not just physical need Thoughts lead to feelings that lead to behavior that lead to events that lead to belief systems Belief systems can be created upon a lie or by what someone told you How do we overcome that belief system? Consistent good customer service experience Is every customer a good customer for our library? Is the customer always right? Seek first to understand then to be understood – St. Francis Most times we don’t’ seek to understand we seek to respond Judging stops the listening process Our goal is to understand even if you don’t agree with them. Its not fair – fair is a perception Empathy – are we empathizing with our patrons Sympathy vs
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