Archives for Marketing:
August 4th, 2011 Brian Herzog
My library just launched our long-overdue Facebook page. In the course of preparing it, we had a discussion about why we needed a Facebook page, what we wanted to use it for, and how it related to everything else we were doing online.
This led to the realization that no one really understood exactly what all we were doing online. We have a website, Twitter account, blog, email newsletters, flickr account, and now Facebook, but no clear policy as to what gets posted where, when information is duplicated, how things are updated, etc.
To help understand how our various types of information are represented online, I created the diagram below - it's probably not 100% complete, but it does cover most of our bases:
On the left are our different types of information (MacKay is our branch library), and the arrows show how that information flows through different electronic tools. There isn't necessarily a hierarchy at work*, other than perhaps the automatic updates necessarily come after the manual updates. Otherwise, the boxes are laid out just so they all fit on the page.
After discussing this, we uncovered two philosophies at work:
- use the different end tools - website, Facebook, Twitter - for unique content, so as not to duplicate things and essentially "spam" our patrons that use more than one service (for example, you can see above that no event information is posted to Facebook)
- publish all of our content almost equally through all of our channels, so we're sure to reach all our patrons regardless of which tool they choose to use
I don't think they are mutually-exclusive, but it does take a lot of work and forethought to do it well. I also think that more of what we do could be automated, as cutting down on the manual postings would save staff time.
Do other libraries have similar online information relationships? I imagine things range from very structured to a free-for-all to orphan accounts galore, but I'm curious to hear what other libraries are doing, to get ideas on how to do it better at my library.
*Something to note on the diagram is our "secret" Twitter account. We have a primary Twitter account
we encourage patrons to follow and we use for regular tweets. The secret account is one we use only to post messages directly to our homepage
. The reason for two, and why I don't really want anyone following to the homepage updater one, is that clearing the message off the homepage requires sending a blank tweet - it's not the end of the world if anyone follows it, but the blank tweets do look odd. Besides, everything posted to it gets posted through our primary account anyway.
Tags: blog, calendar, diagram, electronic, events, facebook, flowchart, info, information, libraries, Library, online, post, postings, posts, public, tweet, tweets, twitter, website
June 16th, 2011 Brian Herzog
I feel bad that this post might not be library blog award quality, but it's been an extremely busy week - so please consider this a light interlude, and I'll get back to more practical posts next week.
The image below is a postcard promoting a book, sent to my director this week. I'd like to submit it here without comment, other than to link to the ForeWord review (cited on the postcard) which was itself an interesting read.
Okay, I have to make one comment: I never would have guessed there would exist a 180 page book about swallowing. Working in libraries is awesome, except it makes me sad that this book has to exist.
March 1st, 2011 Brian Herzog
This post isn't about the current ebook debacle, because Bobbi and Kate are doing a better job than I could.
This is just a quick announcement that I've updated the Library Use Value Calculator - here's a rundown of the changes:
- Updated costs, in conjunction with staff from the MLA
- Added lines for ebooks* and music downloads
- Removed the distinction between magazines/newspapers browsed in library and those checked out (my feeling was, if they used them at all, it counts)
- Changed some wording and reordered the services to (hopefully) make things more clear - materials at the top, services at the bottom
- Added additional instructions on how to host or modify the calculator code yourself
I also wanted to add a "Share on Facebook" link, but I haven't tackled that yet. If anyone is looking for a project, let me know.
All of this is available at http://www.swissarmylibrarian.net/librarycalculator. If you already had the calculator embedded in your library website, the updates will take effect automatically.
If anyone has any questions, or needs help with the calculator, please let me know.
Tags: calculator, cost, economic justification, embed, funding, libraries, Library, library calculator, library use calculator, library use value calculator, library valuation, library value, public, value, value of libraries
December 14th, 2010 Brian Herzog
One question I get asked all the time, by patrons who were attracted by one of our book displays and then spent a few minutes looking at all the books, is, "can these books be checked out?"
The answer is of course yes (that's why we put them on display). I don't actually mind answering the question, but any time I'm repeatedly asked the same question, I think there has got to be a better way to communicate the answer.
Signs are always the first option, but signs can go wrong quickly.
Then it struck me to use the same trick that restaurateurs and buskers use - you know when you see a tip jar with money already in it, you're more likely to put some in yourself versus a jar with nothing in it?
To translate this theory to book displays, we could start using dollar bills as bookmarks in display books, but I thought a better idea would be to always leave one of the display stands empty. It's subtle and non-verbal, but if someone sees that someone else has already checked out one of the books from the display, it might communicate to them that it's okay for them to check one out, too. Which is what we want them to know, especially if no staff person is around for them to ask.
I did this on all the displays around the Reference desk last week, and I'm waiting to see if anyone asks about checking out a display book. Usually it happens a couple times a week - so far so good.
What do other people do to let patrons know it's okay to check out display books?
Tags: book, Books, communicating, communication, display, displays, libraries, Library, public, sign, signs
February 16th, 2010 Brian Herzog
I liked this post about a library experience Marilyn Johnson wrote while researching her book, This Book is Overdue!* - actually, I like reading any non-librarian review of a library experience, because it's the best way to learn how well libraries are serving patrons.
Another post worth reading is Do Library Staff Know What The Users Want? (via Jessamyn). Good user experience has to start with library staff making an effort to accommodate patrons' needs and wants, but we will not out-smart (or out-stupid?) patrons about everything.
"Anticipate and respond" are words to live by, but it's also a good idea to go right to the source. Here are a few ideas for that:
- Easy-to-find suggestion box at each service desk and online (and promote it)
- Teen advisory board, or Adult Advisory Board, or ESL Advisory Board, etc
- Focus groups (private and confidential) and open forums to invite comments, reviews and suggestions
- Encourage members of the Friends of the Library to regularly relate their library experiences, good and bad
- Trustees organize a "secret shopper" program - especially to test out library policies, which will help keep them up-to-date with patron needs
- Have evaluations at the end of each program (library-sponsored as well as club/group meetings) and ask open questions as well as specific questions about the facility
- Pay attention to what people ask - if everyone needs to ask where the bathroom is located, that might be an area to improve
- If a patron comes to you with a comment/complaint/suggestion, listen, and encourage (but don't require) them to put it in writing to make actionable paper trails
- Ask friends and family what their experiences have been
- Visit other libraries for a fresh perspective, and share ideas with other librarians
- Then of course, celebrate Work Like A Patron Day
[Please share additional ideas in the comments]
And when you do make adjustments based on patron input, get feedback on the new setup, too. Nothing is static, and it's possible to improve improvements.
Using the library shouldn't be annoying or complicated or antagonistic. Occasionally patrons tell me that they come to my library because the staff at their town's library was rude or unhelpful, or they can't find parking, or the policies are prohibitively restrictive. It should make me feel good about where I work, but really it makes me sad they had to shop around for a library.
I am glad they came to us, but I also always tell them to make sure they report their complaints to their home library to make sure they know about it and can work to improve it. Most of the time they laugh at that idea, as if they've washed their hands of their home library. What really worries me are the people who have a bad experience at one library and never go back or to another one, and instead take their information needs, community participation, children, and votes elsewhere.
There has to be a balance between what the patrons need and what each individual library can offer, but if we don't support our patrons, why would they support us?
*Full disclosure: I was mentioned in the book
(page 20 and 258!), but absolutely read it anyway. And if you're interested in obituaries, I also enjoyed her previous The Dead Beat
And check it out - there's a contest to win a This Book Is Overdue! mousepad
January 26th, 2010 Brian Herzog
A patron asked for help finding books on Taoism, so we walked over to the Religion section. As we were flipping through the index of books in the 294's and 299.514, I noticed something odd - many of the books we picked up all had bookmarks in them.
It's not uncommon for people to leave bookmarks in library books. But in this case, all of the bookmarks were identical - they were all business cards for a local yoga studio. Interesting. After I finished helping the patron, I went to the 613.7's, and sure enough - all our yoga how-to books also had these business cards tucked in them.
I dislike businesses targeting patrons, and in fact it's against our library policies, but I did think this approach was clever (although I shudder to think whose business card would end up in the 613.96's).
It also reminded me of a library tactic I fail to use effectively: put promotional bookmarks in books. It's a great way to drive traffic to your subscription databases, online subject guides, special programs, or general announcements, but it's also tough to maintain.
But too, this book-based advertising could be used as a fundraiser for libraries. Local business could donate money to purchase books on a certain topic, and in exchange they'd get a label on the book saying it was donated by them. Libraries would be able to expand collections, and perhaps also charge these businesses a fee on top of that.
This last idea is of course a terrible one. But the one before that is legitimate, really. And for another interesting library/business idea, check out Brett's idea for "Amazon Libraries."