publicity and marketing lis 2970 special topics library instruction june 18, 2004
TRANSCRIPT
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Publicity and Marketing
LIS 2970 Special Topics Library Instruction
June 18, 2004
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Marketing for Libraries
• Libraries must understand the nature of competition facing them – environmental scan
• Identify and categorize your libraries’ clients/customers/users/patrons – User Needs Assessment!
• Obtain practical techniques to collect, organize, and analyze customer data.
• Use e-business strategies to create customized and targeted services using the data.
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Understand the Nature of Library Competitors
• All libraries face competitive forces. • Competing is not bad, just inevitable. • Can you identify your competitors? • Do you have a competitive strategy? • Be a student of emerging technology
trends.
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Develop a Strong Customer Focus
• Whom does our work serve? • What do they want, need, and
expect? • How do we know? • How do they think we are doing?
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Whom Does Our Work Serve?
• Know our clients deeply. • Define and describe our clients
groups. • Document our clients
understanding. • Focus on those new served, then
unserved and underserved.
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What do they want, need, and expect? How do we
know?1. Use standard and proven tools:
- Interview visiting clients - Focus groups - Comments cards - Library statistics and data - Electronic Feedback/survey
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How do they think we are doing?
• Use multiple feedback opportunities
• Make them simple and frequent • Find out where else they get their
information and services? And Why?
• Build a customer knowledge base.
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Steps to get Started Right
• Involve all levels of staff in identifying clients
• Study the habits and characteristics of key client groups.
• Select of few high use/high payback client groups.
• Visit/study other libraries with similar segments.
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Some practical techniques to help collect and
organize client data• Create a local client database • Do at least one client feedback
project a month SERVQUAL/LIBQUAL
• Take advantage of demographic information
• Start small: Learn a lot of about a few groups.
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Create Customized and Targeted E-Services
• Borrow e-business techniques – adapt freely
• Communicate electronically with key clients.
• Put your biggest efforts into the 20% of service that is most effective and popular.
• Figure out what is working now, do more of it, and move it to the web.
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What is Library Marketing?
• Marketing, public relations, outreach, publicity…interchangeable?
• Marketing: series of activities that begin with a community analysis to determine the needs of the clients and ends with the library communication to the clients relating the products created to respond to those needs.
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More Definitions
• Public Relations: influencing perception, attitude, and opinion by transmitting information about the benefits of using the library’s products and services.
• Outreach: Distribution of facilities and services which embodies the concept that service must be proactively extended beyond the walls of the library building to the actual area of need.
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Yet More Definitions
• Advertising: calling something to the attention of the public, especially by paid announcements.
• Promotion: communicating to present and potential clients that the library has identified community needs and developed cost-effective products and methods of distribution that respond to those needs.
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How it comes together:
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Instructional Outreach
• Taking library instruction to the client at the point of need
• Reaching our to those clients who are not normally your clients
• Instruction beyond the traditional
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Trends
• Outreach is increasing in importance – as libraries and services evolve, so must instruction methods
• Job descriptions are starting to reflect the need for instructional outreach ie. Having an Outrearch Librarian position
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Types of Instructional Outreach
• A talk to local community group or organization
• Employee instruction in the workplace • Instruction in a faculty office, or
campus dorm, or computing lab, or . . • Outreach to the disabled • Roving Instruction/Reference• Chat reference or Web tutorial
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