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Answer these Questions
I recently read What do You Want People to See over on the Social Rabbit blog. Good read … and it made me think a bit. The article discusses setting some goals for your social media sites by answering...
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Use the Front Door
A front door in Delft If your library’s like mine, you have staff-only ways to access library stuff … things like employee parking, a staff-only entrance, a back-end way to access the library catalog,...
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Turning Strangers into Friends
The Thank You Economy I just read The Thank You Economy by Gary Vaynerchuk. Good read. Here’s an interesting thought I got out of it that relates to libraries. On page 53, he writes about Nielson...
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Internet Librarian 2011, Day 2: Designing for Optimal UX
Nate Hill, Web Librarian, San Jose Public Library Chris Noll, Noll & Tam Architects Slide on the screen: Because of the Internet, access to: Books and other documents have gone from Read to...
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Content Creation, Media Labs, and Hackerspaces
Skokie Public Library's Digital Media Lab I’ve been thinking about content creation and libraries lately. Right now, we collect content – hence our shelves of stuff. Yes, we do many other things too....
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High Plains Library District Staff Day Presentations
Yesterday, I hung out with the staff of the High Plains Library District in Greeley, CO. They are a very dynamic, energetic bunch! I gave two presentations while there – here are the embeddable...
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People are Human, Brands (and Organizations) not so much
I recently read this post, Why your nonprofit needs a personality and NOT a brand, on John Haydon’s blog. Here’s a snippet: “Most of the people you connect with on Facebook and Twitter are your...
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New Presentation – Designing the Digital Branch – it’s everyone’s job!
Designing the Digital Branch: it’s Everyone’s Job View more presentations from David King Gina Millsap and I gave this presentation last week at the Texas Library Association’s annual conference (this...
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Newest Freak Out, Geek Out, Seek Out Presentation
Freak Out, Geek Out, Seek Out: Trends, Transformations & Change in Libraries from David King Yesterday, I gave a 3-hour seminar on change, the emerging web, and customer experience to a group of...
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5 Steps to Make Your Organization Sound Human Online
I’ve been seeing a LOT of ReTweets of a guest post I did today, so I thought I’d share it here, too. I recently posted 5 Steps to make Your Organization Sound Human Online at the V3 Integrated...
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Becoming a Library Customer – Can we Improve that Experience?
Has your library ever really thought about the experience around becoming a library card holder, or worked to improve it? At most libraries, when someone gets a library card for the first time, here’s...
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We Have a Street Piano!
Have you heard about street pianos? Some cities have taken old upright pianos, refurbished them, had an artist paint them, and have “installed” them in public spaces. The goal? Let anyone who wants to...
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Should you Focus on People without Library Cards?
If you haven’t seen it yet, go read Bobbi Newman’s article on Why Libraries Should Look Beyond Library Card Ownership as a Measure of Support. Bobbi sometimes has a slightly different perspective than...
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Moo Cards and Customer Delight
Moo Cards really knows how to make me smile. They recently did just that – by sending me some free stuff! Right before Christmas, I received a small package from Moo. Odd, because I hadn’t ordered...
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How Engaging is Your Website?
I just read Rising to the Challenge: Re-Envisioning Public Libraries, by the Aspen Institute. On page 15, they talked about the library as place. I was struck by this: The library as it exists within...
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Serving People Who are Different Than You
I just read the book Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand, by Kelly McDonald (that is one long title!). I...
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My Trip to the Apple Store
A few weeks ago, I dropped my iPhone and cracked the screen (see accompanying picture of my poor iPhone). I don’t use a smartphone case (I know, I know), but I also haven’t dropped my phone in 8 years....
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Sweetwater Sound, Customer Experience, & Hashtags
Thanking me for buying stuff! I recently bought a new bass guitar from Sweetwater Sound, and loved the customer experience they provide. I’ll walk you through some of the stuff they did to make my...
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