Libraries exist to connect with people and help them to connect with their world. Social media gives us new tools to help carry out that mission by allowing us to be more engaging, conversational and playful. Arlington Public Library staff wants people to see the library subconsciously as their trusted smart friend who steers them toward ideas and resources which they might not encounter on their own. Learn how to broaden your patron base and deepen connections by putting a human face on your institution. Objectives: Recognize ways social media can help promote library services; Identify tools for library fans which can multiply a library’s message; Examine social media's promise for delivering personalized customer service; Acquire practical tips and tricks for connecting with library fans and for handling administrative tasks.

1. Make Fans(and influence people)Using Facebookand other Social Media Melissa Jeffrey, Web and Collection Development Librarian Mark Dellenbaugh, User Experience Librarian Arlington Public Library

2. Traditional Library Definitions Library

3. Online Library Examples: Nook, Kindle, Overdrive, Delicious-Monster Library? http://www.delicious-monster.com

4. From The Whole Library Handbook: "A library is a collection of resources in a variety of formats that is (1) organized by information professionals or other experts who (2) provide convenient physical, digital, bibliographic, or intellectual access and (3) offer targeted services and programs (4) with the mission of educating, informing, or entertaining a variety of audiences (5) and the goal of stimulating individual learning and advancing society as a whole." (p.2) Facebook Library Library!

5. (1) organized by information professionals or other experts who Professionals make this page Facebook Library “information professionals”

6. Facebook Library “convenientaccess” (2) provide convenient physical, digital, bibliographic, or intellectual access What is more convenient than Facebook? “information professionals”

8. You can see they are targeting people that don’t have library cards, are interested in what books they have to offer, and what classes they have to offer“information professionals” “targetedservices”

9. Facebook Library “convenientaccess” (4) with the mission of educating, informing, or entertaining a variety of audiences If people are interested in photos, news, twitter, foursquare, or youtube, NYPL is reaching out on their facebook page “information professionals” “targetedservices” “variety ofaudiences”

10. Facebook Library “convenientaccess” (5) and the goal of stimulating individual learning and advancing society as a whole.“ I love that they want people to be inspired… I am! This page just points out that “information professionals” “targetedservices” “variety ofaudiences” “stimulatingsociety”

11. A library is a growing organism. ShiyaliRamamritaRanganathan A library is a growing organism

12. Old Leaders Melville Dewey Leader! www.american-education.org

13. New Leaders Adam Wright, Executive Director, NTRLS Leader

14. New New Leaders A Leader is any one of us!

15. According to Google Timeline, the term Web 2.0 was discussed and indexed most frequently in 2005, 2007 and 2008. Its average use is continuously declining. 2.0 www.briansolis.com/2008/08/introducing-conversation-prism

16. In reality 2.0 doesn’t matter because you don’t really have a presence on the internet if you aren’t interacting with your community in two way communication 2.0 X www.briansolis.com/2008/08/introducing-conversation-prism

17. Libraries need to expand their definition of what is a library Libraries need to help create and encourage real leaders/doers for the new landscape So that the users of the library can interact in a meaningful way through a connection to the library Definitions

18. I saw the angel in the marble and carved until I set him free. Michelangelo So how do we interact with our patrons in meaningful ways through social media?

19. We need to restructure our thinking to meet the needs of people today Marketing Marketing

21. Marketing We are doing nothing less than trying to market happiness, and showing how our products can help people…think of Coke… sure it tastes great, but their advertising says you will be a better person for drinking their product www.flickr.com/photos/wwworks/4765792911

22. Arlington’s Funding Information Center is great, but its not about the product its about the people that want to use it How they can make more money How we can help save money

23. Its not about our checkout stations, or online holds, or even ebooks Its about the patron’s convenience… I don’t want a company to waste my time! How we can save them time

24. How can we change their lives How we can changetheir life!

25. Guerrilla Marketing Updated for today (useful for beginners)

26. Duct Tape Marketing And its companion book the referral engine are for small businesses with little money… but aren’t most libraries?

27. UnMarketing The idea that marketing isn’t authentic and if you just engage with people, that is what makes thme come back

28. User Experience Design From a graphic designer/website creator perspective User experience design isn’t just about how pretty something is, its about how the user interacts with your brand

29. Book about using the power of facebook and social media to enact social change Focus on a single goal Grab attention Engaging or telling story Enable others to act Inside Organization Outside Organization Inside Organization Marketing Social Good Outside Organization From the Book

30. Market Happiness

32. It's hard to be humble when you're as great as I am. Muhammad Ali So why were mark and I asked to speak today Someone thought we’ve done our job well and we are here to tell you how we do it

33. Our rationale “Governments need to do whatever we can to communicate, and that means you go where the people are.” — Lynette Shaull , Marketing and Communications Dept., Winston-Salem, North Carolina as quoted in “Making the Most of Social Media”

34. Face Your Fears Face Your Fears

35. You can't build a reputation on what you're going to do. Henry Ford You can’t build a reputation on what you’re going to do

36. Face your Fears Early experiments until August 2009 not publicized

37. Manage Up Manage Up

38. City policy was unclear, but we gained full commitment from library leadership to move forward Ask for forgiveness, not permission Ask for responsibility, don't wait for it to be given to you or expect it will happen automatically at some point Manage Up

39. Get Started Get Started

42. 920%Facebook 297% Twitter Get Started!

43. Get your team straight Get Team Straight

44. We recruited staff who understood social media from inside out, so it never felt like extra work Admins from all major divisions—so its possible for them to interact Loose guidance for admins, but mainly freedom to act independently Involve all staff—make sure you articulate the value of the message Get your team straight

45. Top Holds (Melissa)

46. Fun Question (Mark)

47. Build Audience Build Audience

48. The voice of the customermeans far more than what we say about ourselves

49. Build Audience “I’m going to @ArlingtonTXLib.I am determined toread less tweets andmore books; I go insearch of otherfiction and dramain a couple of books”

50. Build Audience Build Audience Limit Updates We are guests Permission Marketing

51. Ask for Likes

52. Ask for Likes-From Your Friends

53. Help People Stumble into You

54. Find Your Voice Find Your Voice www.flickr.com/photos/pezz/3230356405

56. Or borrow someone else’s! We want people to see us subconsciously as their trusted smart friend who steers them toward ideas and resources that they might not encounter on their own. Find Your Voice

57. Find Your Voice Be Kind and Relatable

58. Find Your Voice Don’t be afraid of admitting issues… or at least explain them away Be responsive It can turn somethingnegative… …into somethingpositive!

59. Success is not final, failure is not fatal: it is the courage to continue that counts. —Winston Churchill Success is not final

60. Our story – Self-evaluate SelfEvaluate

61. Do statistics & analyticsmake you feel safe?

62. You are in luck!

63. Final Tips Final Tips

64. Timely

65. Important News When your website is down, you can’t use it to tell people what’s going on!

66. Use Photos

67. Share Blog Posts

68. Events

69. Tips

70. Resources

71. Video

72. If you don’t do anything else

73. Reply and Pay Attention

74. Don’t let your boss freak out

75. And be Human!

76. Questions?

78. http://faculty-gsb.stanford.edu/aaker/pages/documents/dh_syllabus_v15.pdf

79. http://www.charityhowto.com