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Social Media
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for customer
david lee king | topeka & shawnee county public library | davidleeking.com
connections
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problem:
we haven’t embraced the
social web
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we have the tools
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not quitesure how to use them!
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So, what do you thinkabout our library?
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What's missing?
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face2face interaction
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how online engagement
works
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3 ways to transform into a
face2face library
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1. listening
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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)
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conversational writing
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add pictures & video
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add pictures & video
[like this]
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be “you” online
[“you”]
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pics of staffnew stuff
customers!
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where are the people?
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3. “doing”
community
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less control here
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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
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creating great customer
connectionsstarts with you!
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thank you!
davidleeking.com