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Freak Out,
Geek Out,
or Seek Out:
        dealing with tech change
        & customer engagement
David Lee King | Topeka & Shawnee County Public Library | davidleeking.com
http://flickr.com/photos/simplearts/501346927/
http://www.flickr.com/photos/girlgeek/29078014/
http://www.flickr.com/photos/gerlos/3119891607/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
http://www.flickr.com/photos/jakecaptive/71298126/
flickr.com/photos/luc/2944876508/
this is ...
              flickr.com/photos/yourdon/2715583000/
this is ...
 HUGE
What has Changed?




http://www.flickr.com/photos/bestrated1/2621358221/
http://www.flickr.com/photos/sir_mervs/2691990934/




                         n !
         it io
    p e t
Co m
flic.kr/p/4aGa4g
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
http://www.flickr.com/photos/rkleine/3567189079/
flickr.com/photos/jblyberg/4505413539/   http://www.flickr.com/photos/rkleine/3567189079/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
this is a change, too!
multimedia
                                public
real time
                     social


  The Emerging Web is...

 2-way                        mobile
             decentralized
real time
decentralized
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
multimedia
EC
                                      =
flickr.com/photos/platinum/4555668/
                                     MC
mobile
         flickr.com/photos/dasfotoimaginarium/6761402235/
is he
on the phone?
           flickr.com/photos/dasfotoimaginarium/6761402235/
flickr.com/photos/dasfotoimaginarium/6761402235/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
?
the web is in
my pocket
?
the library is
in my pocket
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
5. responsive design.
5. responsive design.
social
http://www.flickr.com/photos/civisi/2611679744/




                                                 2-way
public

         http://www.flickr.com/photos/sreejithk2000/2385193167/
public



         http://www.flickr.com/photos/sreejithk2000/2385193167/
What’s Topeka Doing?
Community Manager

Scans Horizon            Executive Editor


   Digital Branch Manager
Long Range Planner
                            Evangelist
           Manager
                Answers Tough Questions
3 Realities:
1. all services will be physical & digital
2. we’ll use the web to build unique stuff
3. to some, the digital branch will be their
only branch
content
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
multimedia
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Community
Front door(s)
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
conversation



         flickr.com/photos/ohiouniversitylibraries/3506866503/
in the website
in the website
in the website
in the website
in the website
outside the website
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
outside the website
outside the website
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
what to do?



         flickr.com/photos/b-tal/116220689/
ce
     i en
   er n?
  p g
 x si
e e
  d
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Why think
about that?
you have
               visitors.

            right now.

What kind of experience
are they having?
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Plan your
library experience
               flickr.com/photos/ocarchives/3952964087/
flickr.com/photos/deansfurniture5/2462980045/
ten
                       lis

flickr.com/photos/94379417@N00/4808475862/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
what are
they saying
about you?
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
ask

flickr.com/photos/francois/
        404908918/




               focus
               groups
stats
http://www.flickr.com/photos/librarycommission/5041836636/




                                                              be snoopy
                                                            (just a bit)
flickr.com/photos/ohiouniversitylibraries/3507674990/
v e
          o nts
      pr oi
   Im P
    u c h
T o
flickr.com/photos/jrnoded/3340607045/
flickr.com/photos/beyondbeauty/4241128107/
flickr.com/photos/mmewuji/4386845410/
flickr.com/photos/wlscience/4200630845/
http://www.flickr.com/photos/92wardsenatorfe/3126053699/

                         flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/fornal/437703236/
flickr.com/photos/picturesofthings/2437232419/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
flickr.com/photos/pperdue/3573858061/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
which
is it?
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
flickr.com/photos/poblibrary/2674563551/




      your
   process
is showing
flickr.com/photos/poblibrary/2674563551/




      your
   process
is showing
customers first


flickr.com/photos/piet_musterd/1858568495/
go where
flickr.com/photos/beavis/2425374221/
                                      people gather
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
?
http://flickr.com/photos/gaetanlee/118885175/
pesquisaconsumo.blogspot.com/2010_04_01_archive.html




   it’s a
destina
        tio   n
it’s a
destina
        tion
Text

   Also a
destina
        tio   n
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
interac
        tion
   is key
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
flickr.com/photos/pitel/507791613/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
your
stuff
your
staff
Text



actual staff
actual staff
flickr.com/photos/ajguel/5033855605/




     Tackle Change
model the way




/www.flickr.com/photos/jblyberg/4028376129/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
flickr.com/photos/lulutoo/2951107695/
flickr.com/photos/deansfurniture5/2462980045/
Customer
                                          Journey
                                          Mapping

flickr.com/photos/thetoad01/2317084812/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
improving the ordinary




 flickr.com/photos/rvettese/264579764/   flickr.com/photos/goatopolis/189188667/
know your
  patrons
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
http://www.flickr.com/photos/fling93/115162765/
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
101%
communic
 communication
           communicatio
ommunicationcommunicat
 mmunication
        communication
mmunication
        communication
 ommunication
          communication
ommunication
Gauge your staff

     http://flickr.com/photos/imagezen/150337240/
Find
Champions
With great power
    comes great...




         ?
         cibercomics.com/wp-content/uploads/2008/07/bis_layer_spiderman.gif
Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement
Finding
Time
Change
your
focus
Schedule
  your
  time
This is not your library
This is your library
flickr.com/photos/29106784@N02/2719649603/
Thank You!


davidleeking.com

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Freak Out, Geek Out, or Seek Out: Dealing with Tech Change and Customer Engagement