eBooks and customer service
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ebooks and customer serviceGwyneth Stupar
Leah L. White
me
Leah L. White
Reader Services Librarian
Northbrook Public Library
@leahlibrarian
yolaleah.tumblr.com
facebook.com/yolaleah
the plan
Leah will talk about:
why staff training is very important
tips for staff training
programming and outreach ideas
and me!
Gwyneth Stupar
Web Services and Reference Librarian
Northbrook Public Library
@gwynonite
the plan
Gwyn will talk about:
web presence in relation to eBook services
examples of awesome library websites
your website and your eBook service
http://bit.ly/yxRhqU
“Consumers elect to avail themselves of self-service technologies for a number of reasons which are specific to them and not to the company that provides the service.”-Self-Service in the Internet Age: Expectations and ExperiencesBy Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
ease of use
avoidance of service personnel
saving time
availability of the service when and where the consumer requires it
saving money
in other words…
-Self-Service in the Internet Age: Expectations and Experiences Dave Oliver, Celia Romm-Livermore, Fay Sudweeks
helping mom
“why do I need to wait for an electronic book?”
“I don’t know how to transfer my book to my Kindle and I can’t find anywhere that shows me how.”
“this is the most difficult (service) I’ve ever had to navigate.”
“can I go to the library to download it?”
where do library websites fit in?
ACTUAL ACTUAL EBOOK EBOOK
SERVICESERVICE
PAGE ON PAGE ON YOUR YOUR
WEBSITEWEBSITE
PAGE ON PAGE ON YOUR YOUR
WEBSITEWEBSITE
PATRON PATRON SUPPORTSUPPORT
PAGE ON PAGE ON YOUR YOUR
WEBSITEWEBSITE
PAGE ON PAGE ON YOUR YOUR
WEBSITEWEBSITE
PATRON PATRON SUPPORTSUPPORT
EXTREMELY IMPORTANT:
what patrons need to know
get help
in the Libraryon the Website through the Service
login for more titles (Advantage Program)
that librarians are advocates for patrons in the digital landscape
our story: Northbrook Public Library
2007: a link to our Overdrive Consortium, MyMediaMall, from our homepage
2010: website redesign. page is on multimedia section with links from the “Books” tab and “Teens” tabs
2012: downloads page front and center on main navigation menu
downloads
still not quite there yet
usability?
“When you are face to face with difficulty, you are up
against a discovery.”-Lord Kelvin (William Thomas)
Wilmette Public Library
Park Ridge Public Library
be consistent in wordingbut still build gateways
downloads eBooks eContent eAudiobooks eCollection downloadables eStuff digital materials
eBooks must be in your online catalog
Encyclopedia of Food and Culture
usability testing
-Candi Harrison, former Department Web Manager at the U.S. Department of Housing and Urban Development
“Web improvement plans must start with a commitment to customer service.”
starting over
staff training
staff training = best. customer service. ever.
THE BEST WAY TO SERVE PATRONS IS TO TRAIN YOUR STAFF
http://goo.gl/mTulBhttp://goo.gl/7McQQhttp://goo.gl/yX5uQ
remove the fear
empower your staff
create a sense of pride and accomplishment
this enthusiasm is contagious!
avoid cringe-worthy patron interactions
you know what i’m talking about
simplify service points“ebooks aren’t part of my job. go over there.” *points*
http://bit.ly/KiJOhU
ebooks are a part of our job
don’t forget: ebooks are still books
every service point should know basic info
you need more than one person or one department
staff training tips
INVEST IN EREADERS FOR TRAINING PURPOSES
http://goo.gl/uIJmr http://goo.gl/vkWTshttp://goo.gl/UEwwC
investment is worth it
staff time saved = money saved
we are not pushing people to find support at for-profits, like best buy
speaking of best buy...
ahem, just train your staff
what should you buy?
what do you get questions about?
think about ereader types
think about your community
if you can, buy for each department
if not, create a check out system
okay...now what?
create your team
leaders and mentors
selection is important
positive and dedicated
patience
http://goo.gl/PnXjt
create a plan
write a mission statement
example: This training program is designed to provide an overall level of comfort for all public service staff who received an ipad2.
create a timeline
create a strategy
strategy?
all hail the workbook!exercises and step by step explanations
workbook tips
each device needs it’s own workbook
start very basic and then move towards the more complicated tasks
must work for all technical levels
write while you use the device
the screenshot issue
before launchpilot the program
http://goo.gl/Iy2x0
ready to launch!
create a series of classes
optional
“meet the ereader”
open lab style for questions
continually evaluate, update, and tweak
customer service tipsinside the library, programs, outreach
http://bit.ly/IvQ24d
on the spot assistance
don’t force everyone into appointments
communicate to patrons that assistance takes time
have handouts or something patrons can walk away with
http://goo.gl/my7zw
speaking of appointments...
some people really need individual attention
get more in-depth
have a system
who teaches? What days?
keep a schedule
google calendar
speaking of handouts...
keep them current
keep them handy
keep them on your website
CLASSES, POP-UP PETTING ZOOS, LOBBY TABLES
http://bit.ly/KiLd8q http://bit.ly/KiLo3j
get out of the library!reach out to the people who don’t realize they can’t check
out eBooks for free!http://bit.ly/KiM3ly http://bit.ly/KiMRXm
all things considered
the website needs to be customer friendly because the product is not
staff training is extremely important
give people varied options for learning
any questions?
follow us!
@leahlibrarian
@gwynonite
http://goo.gl/RyNqV