Social Media flickr.com/photos/94852245@N00/4338268272/ for customer david lee king | topeka & shawnee county public library | davidleeking.com connections
Social Media for Customer Connections
Jan 27, 2015
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.
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Social Media
flickr.com/photos/94852245@N00/4338268272/
for customer
david lee king | topeka & shawnee county public library | davidleeking.com
connections
flickr.com/photos/30008935@N00/417833522/
problem:
we haven’t embraced the
social web
we have the tools
flickr.com/photos/safari_vacation/6257284524/
not quitesure how to use them!
So, what do you thinkabout our library?
flickr.com/photos/10059155@N05/4712929433/
What's missing?
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face2face interaction
how online engagement
works
flickr.com/photos/23697075@N03/3010947232/
flickr.com/photos/niallkennedy/667670285/
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
add pictures & video
add pictures & video
[like this]
be “you” online
[“you”]
pics of staffnew stuff
customers!
where are the people?
flickr.com/photos/hackleypubliclibrary/3903700537/
3. “doing”
community
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we get this
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less control here
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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flickr.com/photos/94852245@N00/4338268272/
creating great customer
connectionsstarts with you!
thank you!
davidleeking.com
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