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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problem:

we haven’t embraced the

social web

we have the tools

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not quitesure how to use them!

So, what do you thinkabout the library?

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What's missing?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

add pictures & video

add pictures & video

[like this]

be “you” online

[“you”]

pics of staffnew stuff

customers!

where are the people?

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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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creating great customer

connectionsstarts with you!

thank you!

davidleeking.com