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Face2Face:flickr.com/photos/94852245@N00/4338268272/
using social tools to create great
customer connections
david lee king | topeka & shawnee county public library | davidleeking.com
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flickr.com/photos/30008935@N00/417833522/
problem:
we haven’t embraced the
social web
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we have the tools
flickr.com/photos/safari_vacation/6257284524/
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not quitesure how to use them!
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So, what do you thinkabout the library?
flickr.com/photos/10059155@N05/4712929433/
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What's missing?face2face interaction
flickr.com/photos/40624839@N02/3784049371/
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how online engagement
works
flickr.com/photos/23697075@N03/3010947232/
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flickr.com/photos/niallkennedy/667670285/
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3 ways to transform into a face2face library
flickr.com/photos/94852245@N00/4338268272/
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1. listening
flickr.com/photos/94852245@N00/4338268272/
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why listen?
flickr.com/photos/58571789@N00/4519906494/
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what to listen for
flickr.com/photos/58571789@N00/4519906494/
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responding
flickr.com/photos/58571789@N00/4519906494/
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listening in Topeka
flickr.com/photos/58571789@N00/4519906494/
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2. basic
communication(online)
flickr.com/photos/94852245@N00/4338268272/
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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?
flickr.com/photos/hackleypubliclibrary/3903700537/
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3. “doing”
community
flickr.com/photos/94852245@N00/4338268272/
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we get this
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flickr.com/photos/53472606@N00/2751815892/
less control here
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respond to critics
flickr.com/photos/41987260@N00/3634805732/
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listen first
flickr.com/photos/41987260@N00/3634805732/
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admit & apologize
flickr.com/photos/41987260@N00/3634805732/
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be nice
flickr.com/photos/41987260@N00/3634805732/
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be quiet(i.e., don’t respond)
flickr.com/photos/41987260@N00/3634805732/
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develop a thick skin
flickr.com/photos/41987260@N00/3634805732/
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where to start!
flickr.com/photos/94852245@N00/4338268272/
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ask
flickr.com/photos/94852245@N00/4338268272/
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set goals& strategy
flickr.com/photos/21290415@N05/3006994838/
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who does the work?
flickr.com/photos/aboutmattlaw/3673332299/
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measure success
flickr.com/photos/aboutmattlaw/3673332299/
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flickr.com/photos/94852245@N00/4338268272/
creating great customer
connectionsstarts with you!
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thank you!
davidleeking.com