Engaging Your Community: Now Made Easy with Mindmixer

Honestly, I cannot say enough about how wonderful Mindmixer is as a tool for soliciting public input.  If you have not heard of them yet, check out Mindmixer as soon as possible.  My library is using Mindmixer to solicit information for our strategic plan. The interface is amazing and so easy for patrons of all ages to access and engage.  Working with the staff of Mindmixer has been an absolute pleasure from the outset. 

The best part is that we are getting real data from our patrons in far larger numbers than we could ever reach with focus groups.  Yes, focus groups are still part of the mix for any strategic plan but supplementing those focus groups with Mindmixer is just plain smart.  I have been able to respond personally through the Mindmixer site to the actual patrons who have submitted some truly brilliant ideas. 

I think libraries, cities, counties, even regions, should look into using Mindmixer as a communication tool.  It is interactive, is is user-friendly, and accessing the reports and management dashboard is super simple and highly informative. 

If you want to see it in action, check us out at www.jocolibraryconversation.com

And hey–folks at Mindmixer: You are the bees knees.  Word.

Tagged , , , , , , , ,

The One Place You Can Always Go…

I had a conversation with a respected colleague of mine and she shared a great story that I just HAVE to share with all you Library Lovers out there. 

The first time her niece travelled to the “big city” with a group of friends, her wise, Librarian Aunt told her, “If anything bad happens or anything goes wrong, go to the public library.  They will help you.  If they cannot help you, they will find someone who can.  If they cannot find someone who can, they will keep you safe.” 

This story reminded me that both public service and librarianship are truly a calling.  Not unlike a religious calling, those of us who serve do so because we truly believe in the importance of what we do.  We have faith that the system works.  We know that not all government is bad.  We know that an important part of what we do is build community and keep that community safe.

From one who has been called to all of you who have been called and are currently serving the public: Word.  And rock on with your bad selves.  And feel free to give the youngsters in your life that same, great advice.

Tagged , , , , , , ,

Marketing and Customer Service: BFFs

I had a great discussion with my colleagues this morning about customer service.  We discussed our great vs. awful customer service experiences and that conversation sent us down the rabbit hole of the myriad of ways our customers interact with us: phone, email, Web site, social media, in-house, and of course, outreach.

Then I saw this great article on Search Insider by Roger Barnette.  Do read the whole article for important context but essentially Roger is arguing for focus on the following:

Centralized data - A single source of data leads to consistency throughout efforts and eliminates “data translation” between systems and departments.  A single dashboard can create workflow efficiencies, as marketers only need to log into and understand in detail how to use one platform.

Cross-channel attribution - Integrating technology can also mean that the data that lives within a given channel is already de-duped and attributed without going through a maze of technology.

Teamwork, not silos – Properly aligned technology results in a single, consistent source for training, technical support and best practices.  This removal of tech silos can also help drive channel-focused teams to work together.

Automated optimization - By integrating marketing technology, budgets can be more intelligently — even automatically — managed.

I cannot tell you how valuable it has been for me to have a very strong working relationship with my IT department! We develop projects in concert, i.e. together.  That way I know what can and cannot be achieved, what our customers (patrons) will experience, and I always learn something.  I work to make IT my BFF.

That said, Marketing and Customer Service must also be BFFs.  I sure as heck do not want to promise my customers a wonderful experience only to have my promise broken by clunky technology and/or poor service.  Customer service, in my opinion, is one of the biggest hurdles libraries have to overcome.  Sometimes, it’s truly not our fault (eBooks are a prime example of libraries being forced to implement clunky solutions that may or may not work across multiple platforms).  Sometimes, it IS our fault because we are trying to be all things to all people.

What if we focus on the brand?  THE LIBRARY BRAND IS READING.  In all formats, across multiple platforms.  Why?  Because we are the experts in reading.  Always have been.  Always will be.

And we can apply the four principles Roger Barnette lays out for us to that end.

Word.

Tagged , , , , , , , , ,

Libraries as Emotional Place: The Magic of Libraries and Thank You Jeff Lynne

Indulge me for a moment.  Please open a browser, go to Pandora and create an ELO (Electric Light Orchestra) channel.  Turn the speakers all the way up.  If you are anywhere near my age, you remember AM Radio and this station will bring back America in the 1970s in all its avocado greens, burnt oranges, and browns.  Monte Carlos will roll slowly down the street and kids will be riding bikes with metallic blue or red banana seats. 

If you are not my age, put on the music that was popular when you were eight years old…

Are you there?  Are you in that place?  That great place when you were eight when everthing was safe, a little money in your pocket and a trip to the corner store followed by a trip to the library was pretty much the perfect day.

Many of you in Library Land remember some years ago when the concept of “Library as Place” was the topic du jour.  Even then we were struggling with identity.  What kind of place we should be.  Living in twilight, if you will…

At that time much of the discussion centered on the physical place and the models we have (such as Cerritos Millennium Library) for reworking the physical place libraries inhabit in the here and now.  The next obvious conception is library as virtual place.  That is, the virtual library patrons increasingly access from their homes and offices.  The virtual place, despite the degree to which the Internet has become a part of our lives, is still in the constant transition as we try to provide mobile apps and meet the patrons where they live and play.  Perhaps, the least obvious and most often overlooked conception of library as place is library as emotional place.  This is the place, for many of us and even more of our patrons, that is rooted in the past, in our memories, in our first childhood experiences with books and stories, and the educational place dedicated solely to enrichment of the young mind. 

 I, of course, have my own emotional place for the library that is rooted in the past.  My first memories of the library are directly connected to my older sister who was an avid reader and as a result, seldom had time for her pesky little sister who always wanted to play, not read.  My sister took me to our local library when I was eight years old and left me to my own devices.  It was at that time I discovered the hundreds of books on topics that were of interest to me, not the boring stories of romance my older sister was reading.  I found books on vampires (a childhood fascination of mine, well before Twilight, of course) and on adventure, and more importantly, on little brothers and sisters.  I devoured the Superfudge series and related far more to Fudge than I ever related to Peter.  Or ever will for that matter.  It was those early experiences with the library that taught me that all the information (and validation) I ever wanted was right there at my fingertips and all I had to do was look. 

 So let’s fast forward from my ornery childhood to my ornery present as I find myself working in the library, that place of wonder from my childhood.  In my first few weeks as a library employee, I found myself caught, even consumed by the future rather than the present.  Everything I heard and everything I read pointed to the future, the virtual place, to the ever pressing question of what libraries are to become.  As the Director of Communication, I felt it my responsibility to grasp and understand that future and find a way to cement that vision in the minds of my new colleagues.  My focus was where we are going and how important it is for my library to be the first to get there.  But the more I learned about my new place of work and all of the individuals we serve, the more important the present came to be.  I began to develop a strategic plan and found that my most important strategy, at this point in time, is to increase awareness of all of the amazing programs and services my library  already provides, everyday, all the time.  Not only do we have a place, we have (to quote my colleague from her article “Libraries We Love: Written Statement”) a “place at the table in the community.”  And what we are doing matters.  It amazes me on a daily basis.  I am delighted with the charge of shouting about wonder that is the library. 

 So if the emotional place is rooted in the past and is a world of wonder, infinite possibility, and more importantly, hope, then the present is a rich and multifaceted with a strong and dedicated focus on public service, education, and artistic enrichment. 

And the future?  Well, the future, however, virtual, in my mind is undoubtedly assured as long as we remember that public service is most valued when it done with passion as well as compassion.  We must remember that education is also a vital component of our role in society.  And art?   To me, that’s the easy part–we are the repository of art as much as we are the repository of knowledge. 

So did you feel it?  Did you get there?  That great place when you were eight and walking home chewing Bub’s Daddy Grape Bubble Gum with a stack of books to read and a whole Saturday afternoon to do so…

I think T.S. Eliot captured it best when he wrote, “Time present and time past are both perhaps present in time future.”  What a rich and wonderful past we have to call upon and therefore, all the opportunity for a promising future. 

And hey: Jeff Lynne, bless your electric soul.  Your music makes me as giddy as an eight year old with a fresh stack of books on a Saturday afternoon.  Thanks man. 

And esteemed colleagues: my father always said (and I am sure this is some old Irish toast), may the best of your past be the worst of your future.

Tagged , , , , , , , , , , ,

Libraries: The Foundation for Hope

If you had even one experience like I had as a kid, in that, you took a trip to the library and found a book that opened your eyes and your world then you will love this story as much as I do. 

In the Pakistani capital of Islamabad, there are no libraries in public schools.  That, quite obviously, limits the access youngsters have to not only books but vital learning opportunities.  Enter Saeed Malik (wise Pakistani national who recently returned to Pakistan after 35 years abroad) and Bright Star Mobile Library!

In a very short time volunteer Ameena Khan says she has seen a positive change in the children since they’ve had access to books.

“You would think, how can you fix so much [that] is wrong with education in Pakistan? We don’t have a very big establishment,” she says. “But we’re reaching out to that many children in just a few hours, it does make a difference.”

I don’t think any of us can underestimate the importance of hope.  Especially in the face of daily bombings.  Listen to the whole story.  It will remind you why libraries exist.  It will make your day.

Tagged , , , ,

Data, ROI and Connecting Marketing to the Mission

So we are all acutely aware of the NEED to market libraries per the PEW study but let’s not forget the importance of strategy and measurement.  In these tough budget times, it is even more imperative for the responsible marketer to measure their effectiveness, make the necessary changes and report a strong ROI (Return on Investment). 

In a recent blog by Laurie Sullivan, she notes:

Some 66% said they would work toward acting on data to improve marketing performance, followed by 39% who said they would combine data from multiple sources to draw conclusions and make predictions, 28% who said they would measure attribution and interaction across channels, and 27% who said they would improve data quality.

Read more: http://www.mediapost.com/publications/article/193707/study-reveals-how-marketers-should-view-access-to.html?edition=56786#ixzz2LMXhY1Vj

 
So while marketing is super fun and extremely important, it is also a science.  A science rooted in strong strategy, a solid core mission (literacy!) and one we can PROVE makes a difference and connects us to our patrons. 

A New Way to Think About eBooks for Libraries

Don’t you just love it that sometimes, when things look really bleak and are terribly frustrating that someone (or a group of someones) can come along and suggest a solution that makes great sense? I would say more about it but all you really need to do is watch this!

Doesn’t that just make sense?

And as long as we are thinking about new ways to do things, let’s reflect a little on the PEW study reported by American Libraries that everyone was writing about last week. The gist (for me anyway) was this:

“Libraries need to do a better job of marketing their services to their customers. Coordinating with schools and school librarians is a great way to market, but the other priorities seem destined to fall victim to the same lack of awareness that plagues the other items on the list of desired services. According to Pew, 82% of Americans think libraries should offer free literacy programs for young children. As it turns out, these programs are also quite popular at the many libraries that already provide them—unbeknownst to 82% of Pew’s respondents.”

I totally concur!  It IS important to market library services.  But it is also important that we give our patrons a pleasant, rather than frustrating experience when they come to see us (physically or virtually).  The responsible marketer doesn’t over-promise.  And the experience is just as vital to the brand identity as any super slick advertisement.  At my library, we ended up going with a soft launch for eBooks to see what kind of problems we would run into–the idea was to go live without any fanfare and let our most loyal and fervent patrons find the eBooks rather than have to manage an onslaught of new patrons and try to troubleshoot with hundreds of patrons instead of ten.  In hindsight, that’s still a really good decision.  Sure, there have been bugs.  And we are thrilled to have eBooks. But Bibliocommons seems to provide a warm and lovely light at the end of the tunnel.  I, for one, thank them for working toward a seamless integration and a model for libraries that makes a heck of a lot of sense to this library marketer.  Word.

Tagged , , , , , ,

Wall Street Journal talks Library

Good week for my library due to this article in the Wall Street Journal on January 8, 2013 but I could not help but chuckle about this Op Ed piece found just the day before in Wall Street Journal as well.

I am not really sure what to say to Mr. Mandel. Sorry we aren’t the experience you wanted us to be? Lighten up and if the kids are happy and learning in a fun environment, isn’t that a good thing?

As indicated in the article about Books and Butchers and Bowling, it is clear that libraries across the nation are starting to find new and exciting ways to draw new patrons in and even bring back some patrons who may have fallen away from us…
Get this: Libraries who aren’t doing exciting programs, working to think outside the stacks (if you will) are being chastised by their own communities as indicated in the article from Riverfront Times in St. Louis!

Well I’ll be darned. Libraries are truly in a time of flux. We may lose some of the patrons who seek a quiet, church-like environment (and by the way, many of us are planning and designing libraries that feature special quiet places for just those folks using sound proof materials and lighting) but we may gain as the community runs to the library in droves to see just what we are brewing (yes, brewing! hint, hint) up next.
Word.

Tagged , , , , , , , , , , ,

Not the Best or the Worst. The Most Fun.

It has been a minute or two since my last post (been convalescing) but like so many other bloggers, I am have kept up with my reading and have been fascinated with the Best and Worst lists for 2012.  Particularly those in advertising and public relations.  The Wall Street Journal Best and Worst Ads for 2012 includes almost all video for both best and worst advertisements in 2012.  That should tell us something.  If we want to be in the mix, we ought to be producing video.  But not just any old video–video that is either compelling (like the Chipotle ad featuring the Willie Nelson covering Coldplay) or sweetly funny (like the Southern Comfort ad that didn’t make WSJ’s list but should have so if you haven’t seen it, watch it here and TURN UP THE VOLUME).

Video should not be offensive, boring, or just plain gross which can happen when one is trying too hard to make a video go viral.  Buzzfeed.com shares a number of horrifying and offensive ads too, if you have the stomach to watch them.  I can only get through one or two before I get queasy.  But let’s not focus on the negative–that’s no fun.  I have been given a number of exciting and creative challenges for 2013 including the development and production of compelling video.  How fun is that?  To be challenged to be creative and to demonstrate to our library patrons (and patrons we have yet to meet) that the library is fun is a wonderful challenge.  It requires finesse.  I feel like I can see the sweet sp0t that lies somewhere between the charm and solemnity of a Wes Anderson film and the irreverent happiness of The Muppets (in the appeal to all ages).  There will be plenty of misses before there are hits–that’s part of the deal when one endeavors to be creative and to have fun while trying to convey fun.  In the words of George Carlin, “Have a little fun. Soon enough you’ll be dead and burning in Hell with the rest of your family.”  WORD.

Tagged , , , , , ,
Follow

Get every new post delivered to your Inbox.

Join 60 other followers