I blog, therefore, I am

It's funny (and nice) that I took a break from blogging for a while and a number of people thought that some tragedy befell me. Not to worry, loyal readers! I blog, therefore, I am. Everything's fine with me, but I have a whole lot of personal and professional stuff going on (some of which I'll be sharing on LM in the near future), and I thought the holidays would be a good time to relax, take a good chunk of time off, and come back to the blog refreshed.

That said, I have content up to my eyeballs to share with you, so I'm going to start with an initiative from the Metropolitan Museum of Art as described by trendcentral.com. The initiative sprang up from a new trend: blog bars. Blog bars are computer terminals set up on-site so that attendees can respond to what's going on in real time and receive responses right away.

The Met offers a blog bar for its show blog.mode: addressing fashion. The blog seems to be doing its job in that there's a flurry of comment and conversation. The idea of a blog bar, however, adds an extra layer of immediacy and relevancy for participants, and could be a great way to enhance library programs too! Trendcentral also points out,

"Additionally, expect physical spaces to increasingly include virtual components, creating a mash-up hybrid environment."

This trend reminds me of the importance of thinking about patron experiences, rather than focusing on distinct technologies and tools. It's the marriage of technology, great services, and community engagement that will continue to shape library services.

Bonus tip: Every librarian needs to pay attention to what museums are doing and how they're applying technology. They're doing fascinating stuff!

Thank you readers for your understanding while a took a break! I'm glad to be back in the blogosphere.

Get your creativity on!

I had a blast last week getting my creativity on at NEASIST's program on guerilla innovation in Providence, RI. My gig was to talk about the theoretical/conceptual aspects of creativity, including techniques for enhancing one's innate creativity and the need to adopt creativity as a core professional competency. I had so much fun because NEASIST members are awesome, my fellow co-presenters were terrific, and because this topic (creativity) is very near and dear to me these days. Why, you ask (and even if you didn't)? Creativity is at the heart of every new service or 'a ha' moment in libraries. Ideas begin with creative thought. If we're not thinking creatively all the time, we're missing opportunities and letting problems hang around. Creativity, or ideation, are also accepted components of the marketing process, particularly in new product development. With all of the promotional clutter and competing services we face, unique, compelling ideas keep us competitive. Creativity, unfortunately, doesn't just magically happen. It takes an organizational effort and conscious practice to foster ideas and let the good ones see the light of day. It also takes a strong stomach because creativity is inherently risky as it usually means disrupting the status quo.

So, my talk had a lot of personal and professional significance for me and it allowed me to explore another marketing avenue. You're welcome to view the PowerPoint presentation here:

Off the Wall But On the Mark: Using Creativity to Make Libraries Better

Since I try not to load my PowerPoints down with text, you probably have no clue what these slides mean, which is why I'm also going to make my script available. Important Note: I use my so-called-script so that I don't forget the major points I want to make but I don't read from it! So, what you'll read is hardly a verbatim account, but it should give you a sense of how the talk went. I don't claim to be the best speaker ever, but I figured if I didn't mention this fact, you'd all be a tad horrified by what you read. :-)

NEASIST Script (PDF)

Jessamyn posted a brief account of the program on her blog, and I'll be recounting the major themes from all speakers on the Designing Better Libraries (DBL) blog. I'll also describe how to run a successful brainstorming session on DBL.

Best of luck with all of your creative endeavors!

Update: Here's an attendee's notes on the session.

Update #2: I posted my notes from the talk on DBL. I'll also feature creativity practices on DBL to help you generate lots of ideas!

Making the unfun fun: A marketing lesson

This news from Florida Radiology Imaging should give any librarian a boost of inspiration. The creative people at FRI held a brainstorming session in which they devised a way to persuade women to get those pesky but important mammograms done. Their solution? Throw a party! FRI now offers Midnight Mammogram & Manicure sessions where women can invite up to 13 of their friends for an evening of wine, food, pampering, and mammogramming. According to a local news article,

"The idea came about as employees at Florida Radiology Imaging brainstormed for ways to celebrate Breast Cancer Awareness Month in October.

"You have heard of women going to Botox parties. Well, we decided this is way more important than that," said Melody Huffman, marketing director for the radiology group. "I have friends myself, moms who work and are so involved with school -- the last thing they do is take care of themselves. But you can always get a girlfriend to go to dinner. So we're trying to make it easy and fun to come out and take care of your health."'

The service, scheduled to run through October, is now booked through November, and then who knows? Their event site even features e-mail invitations, easily allowing women to spread the word.

Ok, librarians. We have our challenge! If a medical facility can make mammograms fun and actually motivate people to want to have them done, then making libraries fun and rewarding to use should be a snap, right? This is another EXCELLENT example of Triumphs in Marketing. Notice that this had little or nothing to do with promotion, and everything to do with rethinking services so that they appeal to women's needs and preferences. Also notice that this program is the result of a brainstorming session. Brainstorming is not fluff - it can have real and significant consequences and is a technique we should make more good use of. Kudos, FRI.

Persuasion through education

The "Small Biz" section of BusinessWeek offers an article called, "Education-Based Marketing Sells" and it is definitely worth a read. In my reference desk experiences, I've often witnessed how teaching patrons about a technique or tool they didn't know they were missing can endear them to the library. It's during those so-called teachable moments that librarians can prove to patrons that they have something to offer that's relevant to their specific personal needs. Education is powerful marketing stuff, as the BusinessWeek article author, Christine Comaford-Lynch describes. She says,

"Sales is about building rapport, not breaking it. When you sell or pitch, you're often breaking rapport because the prospect may be skeptical—no one wants to be "sold." When you educate, you are building rapport. Your credibility is increased significantly when you begin meetings with data that is of value to the prospect. Launch all your meetings by teaching your prospect something or by offering data that establishes that you've done your homework." [Emphasis mine.]

[Ok, so this article is laden with overly-businessy terms. Here's a translation that should help:

• Sales = Service
• Sell / Pitch = Promote
• Prospect = Patron/Customer/User/Client/Whatever Term is Popular These Days
• Meetings = Meetings or Classes or Service Transacations
  
• Data = Information]
  

These are great points that go along with another marketing principle that I strongly believe in: Never underestimate your patrons! I never approach service encounters assuming that patrons are unmotivated to learn something new or potentially challenging because if I do so, they'll easily pick up on my low expectations and become disengaged. If, however, I begin every interaction as a teachable moment, I demonstrate my expectation that they should be actively involved and also that I have confidence they can learn unfamiliar material. Not everyone will be enthusiastic about getting a lesson when they ask a seemingly-straightforward question, but I can always adjust my strategy after testing their reactions.

In fact, most people appreciate it when I point out a helpful advanced search tip or other extra tidbit of information. I suspect that some of this desire for educational opportunities relates to the trend that TrendWatching calls Status Skills. TrendWatching defines Status Skills as:

"In economies that increasingly depend on (and thus value) creative thinking and acting, well-known status symbols tied to owning and consuming goods and services will find worthy competition from 'STATUS SKILLS': those skills that consumers are mastering to make the most of those same goods and services, bringing them status by being good at something, and the story telling that comes with it."

In short, education is empowering. By empowering our patrons through education, we gain their trust, respect, and repeat use. The question, then, that librarian-marketers should keep in mind as we interact with patrons in classes, presentations, meetings, and on the desk is: What can we teach patrons in this moment that will give them an edge in their projects? In doing so, we give ourselves an edge over the competition too.

Playing the marketing game...and winning

Over the weekend, I put up a post on the Designing Better Libraries blog called Playful Design. I'm sharing it with you on LM as well because the post's theme is highly relevant to librarian-marketers. In it, I outlined 12 learning principles discussed by James Paul Gee at the Gaming Learning and Libraries Symposium. These learning principles can be applied to library services to make them more enjoyable and widely-used. Play is a serious consideration as we develop meaningful patron experiences. Employing playful elements in our services can:

• Create a feeling of community; Bring together people of various backgrounds
• Engage and excite users by making them active participants
  
• Nurture word-of-mouth communications
• Increase the value of educational services by improving learning outcomes; Teach patrons how to effectively use our services
• Make using the library fun. :-)

Let's get game and play around with our services!

Insanity:

Doing the same thing over and over again and expecting different results.

If it's crazy to do keep making the same mistakes, then stop making these Eight Classic Marketing Mistakes that May Never Go Away as outlined by Paul on KnowThis.com.

My favorite of these mistaken marketing ideas are:

2. All We Need to do is Pump More into Promotion
Usually, if no one wants what you're "selling," it's because the product or service is bad, not because you need to spend more time and money telling people about a lousy product.

6. We Know Who Our Competitors Are
As Paul says,

"Companies not viewed as competitors are potentially the biggest threat to a company..."

This is why being broadly knowledgeable about market changes and new products and services is important for librarians, even when those new developments have seemingly little to do with libraries.

and 7. The Only Thing That Matters Is ROI

"For many companies investing in a marketing decision must have only one payoff – profit on the investment. Yet if this approach drives all marketing decisions the company is at best an underachiever and at worst vulnerable to competitors. Why? Because not all marketing decisions should be tied to a positive return on investment. Sometimes a firm must make strategic decisions that sacrifice profits in order strengthen other parts of the company."

Even in library land, obsessively focusing on profits, or outcomes, in terms of numbers like gate counts and service point transactions may blind people to more important matters. A BIG mistake!

Rules were made to be broken

About.com has an excellent piece called, "Getting Rid of the Rulebook." In it, the author talks about the perils of losing customers just because of never deviating from the company rules. One example she used involved a dry cleaners that was so insistent upon locking up the store precisely at the designated closing time that owners ignored one harried customer who arrived 10 mins. late due to traffic. Despite his frantic knocking on the door, and the fact that the owners were inside cleaning up, they pretended he wasn't there. They lost that customer's business for good. As the author points out,

"Contrast this cleaners story with one that Mike, the bell captain at the Hotel Algonquin in New York City, told me about his experience in a new Nordstrom store that had just opened in his New Jersey neighborhood. Mike and his wife were looking around the store and stopped at the customer service counter to ask what time the store closed. The associate smiled and said: "Whenever you're finished shopping, sir." What a very customer-friendly answer! Mike and his wife felt like royalty. Doesn't Nordstrom have an official closing time? Of course. But apparently you won't get thrown out of the store with bells going off."

The author concludes with a sound piece of advice from the retailer:

"The employee handbook of Nordstrom, the Seattle-based store group, consists of a central rule:
Rule #1: Use your good judgment in all situations. There are no additional rules."

Update: I decided it might be a good idea to give you a more illustrative example of what an appropriate "breaking of the rules" in service situations means to me. This is a true story (names have been withheld to protect the innocent). It was a rainy day. At lunchtime, I ventured a few city blocks in the damp weather to a local fast food restaurant for a bite to eat. I ordered my made-to-order meal and as I dug around my bag to find my wallet, I realized I'd left it in my office - argh! The cashier held my food while I hurried back to my office in my uncomfortable shoes and dreary weather (did I mention I don't like rain?). I finally made it back to the counter, winded and breathing heavy from the hike. The server hands me my food, which I paid for, and a cup for a fountain drink. I said, "Oh, I didn't order a drink." She responded, "I know." Bless her! That free drink was one of the kindest, most sympathetic gestures I've experienced in a fast food place and I always remember that small broken rule that has endeared me to that restaurant.

An internal marketing recap and the next chat!

Before I continue my posts on the values of gaming in libraries, I want to relate the feedback I received on our last chat about internal marketing. As you may remember, I asked internal marketing expert Sybil Stershic to review our chat and comment on the issues that sprouted up. She generously did so and now I'd like to share her insights with you.

One participant mentioned that her library is working on a logo redesign, and she was concerned that there was little staff buy-in since the process did not involve their input. My inclination is to encourage staff involvement in the planning stages, but I acknowledge that doing so may put too many cooks in the kitchen and stall projects. In her e-mail to me, Sybil noted that staff input does not necessarily mean getting full staff consensus. Rather, at minimum, staff should be told of the process and rationale for the design. They should also be the first to see it. As Sybil summed up,

Bottom line: employees should be considered an organization’s "first audience."

I thought this was a great tip and one that is simple to implement.

Another concern raised was that there exists an aversion to risk, or "culture of fear" as I put it, that precludes good ideas from being implemented and devalues experimentation as a part of the daily routine. We discussed that some staff feel like it's a waste of time to try out new technologies that don't seem immediately beneficial, for example. Sybil brought up a number of ideas that apply to this problem. First, she noted that internal marketing involves aspects of "attitude management" and "communications management." Attitude management means getting staff to buy into the organization's mission and goals, while communications management means giving staff the information and tools to do their jobs. Sybil pointed out that management needs to address each of these areas and be attentive to staff perceptions and concerns about technologies and other aspects of service. She mentioned a report from the Marketing Science Institute called, "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies." The study sounds like a good primer for managers about how technology can be a source of excitement as well as anxiety for their staff. It's easy to overlook the fact that staff perceptions count as much as patrons' perceptions. If they perceive a technology as irrelevant even if it isn't, they won't be inclined to investigate it further, which could ultimately hurt library services. Sybil also suggested that better communication is needed to clarify policies so staff feel comfortable taking some risks.

Finally, Sybil recommended treating staff like any other target market by doing some market research to identify how to best engage them. She states,

As for what helps motivate staff or what's holding them back from learning or moving forward, just ask them. I'm a big believer in internal surveys (whether formal or informal)...ask your staff: What barriers are in the way to [fill-in-the blank here]? And what suggestions do you have to get around these roadblocks? (Of course, the quality of answers will depend on the organization's culture, particularly in how open communications are, how well management listens and responds, etc.)

What a terrific point! Sometimes we forget that the simplest way to solve a problem is to first have a clear understanding of what it is.

My hearty thanks to Sybil for taking the time to share her years of experience in this area!

I'd like to build on some of the topics that came up in the last chat and develop them further in our next one. To that end, let's chat about transforming cultures of fear into cultures of creativity. How can libraries improve their ability to innovate and how can they also support their patrons' own creative pursuits? I'm to conduct the next chat a little bit differently. Instead of having a set time for the chat, I'm going to leave the chat open for an entire day. Just stop by the chat room, leave your comments and suggestions, and the next person can build on your ideas or just leave their own. I envision it as a sort of day-long brainstorming session. (You can also feel free to chat with anyone who happens to be in the room). By the end of the day, I hope to have a monster list of ideas. I'll review them and pull out the themes and most intriguing ideas, which I'll share in a blog post. Sound good? If you're game, here's how it'll work:

• Go to the Library Marketing Exchange on Thursday, August 16th (anytime).


• Introduce yourself and where you work (optional).
  
• Leave your answer to the question, How can libraries improve their ability to innovate and how can they also support their patrons' own creative pursuits? I'm interested in your creativity tips and how you can inspire a creative culture in libraries.
  
• Build on previous responses or leave ideas that are entirely your own. Chat with anyone who may be in the room.


• That's it! I'll summarize the responses in a LM blog post.

I'm hoping this approach will allow more people to participate and be involved in the conversation. I'll be poking in throughout to day to deposit my 2 cents. Hope to find you there!

[By the way, please feel free to suggest a theme for an upcoming chat! I'd love to get your ideas.]

Learn to see what's not there for marketing success

I mentioned that I've been doing a bit of research and writing on the topic of differentiation. I also referenced advice from the book Zag that suggests looking for the "white spaces" or underserved/ignored markets. Now I want to share with you an outstanding article I read that identifies 6 ways in which marketers can find those "white spaces" by looking at familiar information in a new light. In doing so, organizations can find competitive advantages and new opportunities to apply their services.

The article is called "Creating New Market Space" by Kim and Mauborgne. The authors examined the marketing strategies of successful firms like Home Depot and Cisco Systems and found 6 common innovative tactics for finding what's not there. I highly recommend grabbing a copy of the article, but here is a brief outline of the main findings:

1. Look across substitute industries - Customers make trade-offs when selecting products and services. By looking across substitute industries and why customers choose option A over option B in certain circumstances, they can find new market space. The authors point to the example set by Home Depot, the company that noticed customers had 2 options for home improvement. They could either hire a contractor or buy the tools to do the job themselves. Home Depot blended these options by giving customers the knowledge, training, and sales expertise to improve their skills. As the authors put it,

"By delivering the decisive advantages of both substitute industries - and eliminating or reducing everything else - Home Depot has transformed enormous latent demand for home improvement into real demand."

2. Look across strategic groups within industries - Strategic groups in an industry as defined in the piece are groups of companies that act on a similar strategy. The authors state that these groups are usually based on price and performance. The idea here is to figure out why customers trade up or down across these groups and, like in the previous tactic, offer a unique mix of their advantages.

3. Look across the chain of buyers - This strategy involves challenging the notion of who the target customer is. To do so, it's important to know who actually uses the service versus who purchases it, and who influences these decisions. The authors state,

"By questioning conventional definitions of who can and should be the target customer, companies can often see fundamentally new ways to create value."

This point reminds me of a recent brainstorming session I led for a regional meeting of my local chapter of ACRL. One savvy participant came up with the idea of reaching out to university staff as an overlooked patron base. I admit I usually forget about this important audience, but it could be a new niche just waiting to be carved out.

4. Look across complementary product and service offerings - This is one area where I think librarians could find a lot of missed opportunities! With this strategy, marketers identify the total solution customers seek by consuming a service. The authors point to a couple of illustrative examples. For instance, they state that finding a babysitter is a hindrance to attending movies in a theater, and so theaters should concern themselves with addressing this need as it affects demand for their service. Similarly, they point to Borders and Barnes & Noble - companies that realized customers want more than just to purchase books. They want a complete book-buying experience.

5. Look across functional or emotional appeal to buyers - In this approach, marketers attempt to turn functional products into emotional ones and vice versa. The authors point to Starbucks as an example of a company that turned a functional product, coffee, into an emotional experience, which in turn stimulated much more demand. On the opposite end of the spectrum, the Body Shop stripped away the emotional aspects of its cosmetics such as packaging and advertising, leaving only its functional, all-natural products behind.

6. Looking across time - Fortunately, this tactic doesn't require a crystal ball or any special foresight. It only requires the ability to hone in on significant, clear (observable) trends that are irreversible. Moreover, marketers must be able to envision how the trend in question will change how they will deliver value to their customers tomorrow.

Seeing what's invisible and how you might fill in those gaps is a talent librarians can benefit from as they define and differentiate themselves from the many alternatives patrons have at their disposal. While challenging, this is not an impossible task. As this article demonstrated, there are concrete strategies for finding your unique niche in the marketplace, which will sustain libraries and create real value for patrons as no one else can.

Thanks for the chat! Here's the summary...

Thanks to everyone who turned out for the chat last Tuesday. I thought there was some good discussion and some promising ideas came out of the talk. However, I do understand that the chat room format can get a little unwieldy, and we lost a person or two I really wanted to follow-up with ("Kate:" If you're out there, feel free to get in touch with me to follow-up on the question you had!). I want to summarize what we talked about and point out the major issues we identified when marketing to internal staff.

A major point of discussion was the observation that many staff are reluctant to try new technologies because doing so is seen as waste of time, a source of stress, and a distraction from serving patrons. Participants offered up a number of ideas to get staff into a "play" mode where they can experiment and make some discoveries that may ultimately help patrons. Some of the librarians in the chat room mentioned that they have no funds to pay for incentives, so our ideas focused on other means of motivation. Here are some of the highlights:

• Have a bragging wall
• Sponsor competitions with other libraries
• Get people together to talk about what they learn
• Put people in teams
• Let managers and staff know what the ROI is (Return On Investment) for their time (it's not a waste of time to try new things!)
• Partner with patrons who are familiar with social technologies so that they can teach staff (someone suggested that this could count as volunteer hours)
• Have an "open mic night" where patrons can share their tech knowledge with staff
• Integrate "play" into daily routines

"Kate" and I were the only two academic librarians in the bunch (I think), and she brought up a really good point but left the room before we could get into it more (darn!). She said that in her library, time and the learning curve do hinder experimentation with social technologies, but more of an impediment is the desire to move slowly because no one is sure how to proceed with these trials. There is no policy in place and people are a bit nervous to enter uncharted waters. Kate's observation stands out to me because in the past couple of weeks I've been hearing similar comments in a number of different contexts, which makes me think we have a pervasive problem on our hands when it comes to marketing: a culture of fear. I want to think on this some more and get Sybil's take on this before I write more (I'm being cautious - ha!), but essentially I hear from librarians that they are afraid to move ahead with ideas because they stop themselves by thinking of all the ways things won't work instead of considering their potential and reserving judgment. In part, I think the lack of clear policies or at least parameters can increase uncertainty and therefore fear. This problem is definitely not unique to libraries, but that doesn't make it any less problematic. For internal marketing to work, people need to feel free to fulfill their brand promises and confident that they'll be backed up by higher-ups.

Finally, our conversation didn't stop at tech talk. Some participants talked about branding projects their libraries are working on. The general consensus was that it's important to involve staff during the planning process, and that it could be more difficult to rally staff support when they are simply offered a finished logo they had no say in. One person mentioned that in a former position, the library redesigned its Web page, involving staff in the prototype stages. To top it off, staff were given nifty t-shirts with the Web address, which they donned enthusiastically. I know that having too many cooks in the kitchen has the potential to stall projects, but involvement could be structured so that it's productive. Today, I was just thinking that even something as simple as letting staff vote on one of a few prototype logo designs could give them an investment in the project that would pay off during implementation.

Feel free to read the full transcript of the talk and contact me with questions or other ideas. Also, I'm going to contact my internal marketing guru, Sybil, to get her take on our exchange.

Thanks again for showing up! I'll post a new chat time and topic soon.

Chat room date changed due to reality check

After digging out from two big projects that were due today, I poked my head out and checked in with reality. What did I discover? I realized that I scheduled our LM Exchange chat for tomorrow at 7pm. While this may work for some of you die-hards in the crowd, I figure most of you will be getting ready to enjoy the July 4th holiday. So, I'm moving the chat to next Tuesday 7/10, 7-8pm EST.

The topic this time is going to be internal marketing. Many people forget that getting your marketing plan down on paper is only half the battle. The other half is getting buy-in from the people who matter most: your staff. Doing so is not always an easy feat, to say the least. While the value of library marketing may be self-evident to us, it can be viewed by others as a (gasp!) waste of time. I'd like to discuss ways in which we can do better at making marketing a total organization effort. Here are some ideas I have about possible talking points (please do bring your own):

• Staff recognition programs and other incentives.
• Creating an open, collaborative marketing planning process.
• Innovative approaches to staff training (Sybil Stershic had a terrific post on this topic recently).
  
• Improving communications and information sharing
• Writing internal marketing plans

To get you thinking, take a look at these two short pieces and just imagine different wordings and examples to fit the library environment: The Power of Internal Marketing and Making Internal Marketing Work.

Hope to "see" you next Tuesday in the chat room!

Reduce risk; Increase usage

To librarians, it may not seem like using our services is risky in the least, but to time-starved patrons, that's not always the case. Like other services, library services are intangible and it can be difficult for patrons to understand the benefits we have to offer. Why, then, should they spend their time participating in a research consultation, for example, if what they're "paying" for?

One way to persuade patrons to spend their time with us instead of alternatives is to clearly spell out what they can expect if they take a chance on our services. As an example, I'll share with you a project I've been working on for new instructors in our University College.

I've been creating a Blackboard site just for new University College instructors that, among other things, describes the services we provide them. One service is our individual consultations, which can be very valuable for instructors working on developing their teaching skills, keeping up with their fields, and doing research. To reduce the perceived risk of taking me up on my offer, I've outlined all of the expectations and outcomes from the service encounter. Here's a list of the items I describe:

• Reasons for scheduling a consultation. Not everyone realizes when they have a need to see us, so I tried to spell out situations where our services will come in handy.
• What to expect before, during, and after your research consultation. Here, I tell instructors that they can expect a prompt response from me in setting up a time to meet and that they should tell me as much about their research question as they can prior to the meeting so I can be adequately prepared. During the meeting, patrons can expect that we will meet for about an hour and they may be exposed to a lot of information, but that follow-up sessions or questions are welcomed. Finally, I tell patrons that they can expect an e-mail from me one week after their session to determine if they have any other questions or needs.
• Patron responsibilities. While I'm here to serve patrons' needs, I want to establish the notion that service interactions require that both parties are active participants. Therefore, I ask the patrons schedule their sessions about a week in advance (if possible), that they bring documentation and/or objectives for the session with them, and that they inform me as soon as possible if they're unable to attend. The goal here isn't to give patrons a laundry list of things to do, but to encourage them to be prepared so that the session is rewarding for them.
  

In doing this, I hope that instructors won't be intimidated meeting with me one-on-one because they know how the process works and what they'll get out of it. Also, I want them to know that sessions may feel a little overwhelming at times because they're absorbing a lot of new information, but that this is normal and that it's not a one-shot deal. Hopefully, this will make them feel comfortable and confident seeking assistance.

I'll let you know the response to this once the Blackboard site goes live. I encourage you to think of ways to make your own services more transparent. Perhaps a video of a scripted, representational reference transactions can ease new students' hesitance to ask for help at the reference desk, for example. You could post it online so that before coming in, students know the drill. It will help to ease anxiety and make the interaction more fulfilling for both parties.

The relationship's the thing

Hello, readers! I'm glad to be back blogging with you, though vacation was quite nice...

I wrote up a post for KnowThis that I wanted to discuss here to add a librarian perspective. The post is about what we're really selling to customers as we promote our services to them. There's the obvious stuff like resources, information literacy, and so on, as well as benefits like "write better papers" and "make informed decisions." But I think we provide patrons with more than that. As librarian-marketers invite patrons to co-create their services with them (a modern marketing phenomenon), and as patrons take it upon themselves to define the library brand and promote the library through word-of-mouth, they actually become a part of services we provide. Therefore, when we "sell" library services to patrons we're actually selling a part of our patrons' creativity, ambitions, and accomplishments. In effect, we're selling a relationship. Why not highlight how both patrons and libraries benefit from that relationship and showcase our relationship-building skills as a selling point for our libraries?

Need some examples? A recent one that comes to mind occurred as I was doing some freshmen orientation outreach earlier this week. I overheard one girl say that the library is her favorite part of campus. I immediately approached her and asked if she would be interested in joining my undergraduate advisory group, which is in need of some freshmen representation. She eagerly applied. From a marketing standpoint, I was glad I was able to offer an enthusiastic patron a relationship that allowed her to increase her involvement with our services, thereby keeping her engaged. The selling point, in my mind, is the fact that I have a relationship, in this case a formal one, in place to attract users.

Other ways to highlight relationships with patrons are to keep the promotional focus on the customers themselves and how you allow for interaction/involvement with them. At least, that's how I'm seeing things today. Am I striking a chord? Or just singing to my own tune? :-)

Make every touch point count

As may of you librarian-marketers know, any time a patron comes in contact with your library in any form, be it signage, newsletters, or advertisements, is an opportunity to build your brand. A few blog posts remind us of this and give some tips on maximizing points of contact:

Market Genius asks why voicemail has to be boring. Instead, author Emily Bennington suggests using voicemail to differentiate yourself. I argue it's also an excellent way to live your brand by showcasing your personality. I guess I have another project waiting for me when I get back to the office!

Marketing Profs asserts,

Brands that deliver general interest newsletters filled with tips, tools, and advice—but not unique brand-differentiating content—should rethink their approach.

I'd say this accounts for a lot of newsletters I've seen. Fortunately, the author provides 6 ways in which you can make your newsletters do more heavy-lifting as a brand builder. My two favorite tips are:
Tell about-the-brand stories:

"Next-generation relationship marketing will tell more "about-the-brand" stories—always in the interest of the reader. Unbranded content has its role, but it must be balanced with more brand-specific stories."

and Inspire!:

"Guide your team to inspire the lives of your readers and strive to generate positive, hopeful feelings by promoting the benefits of using your product."

In addition to making touch points count, it's also a good idea to add more of them! Marketing Genius describes how one YMCA achieved marketing success by using a strategy that utilized numerous different tactics. Each of these points of contact worked together to achieve a "synergistic result."

Space-age library marketing: An interview with Julia Cooper

Marketing consultant Julia Cooper contacted me a while ago about an article she wrote for Marketing Library Services called "How to Evaluate Your Library's Physical Environment." In her article, Julia outlines 5 broad areas librarians should address in managing their spaces: the big picture, the outdoors, the public services landscape, the target market landscapes, and the internal customer landscape. Space management is critical in marketing services because spaces are one of the few tangible indicators patrons have of the service quality they should expect from you. For this reason, I was happy to link to Julia's article, but I was even happier that she agreed to an e-mail interview so that I could ask her some follow-up questions. Here is our exchange:

Jill: From a marketing standpoint, what role does space play in service transactions?

Julia: Marketing is all about tapping into and meeting customer's needs, so SPACE is one method by which service is delivered. Designing different spaces is a form of communication to the user. Thus, by conducting space planning, a marketer can help direct service. For example, by laying out the parking lot with a round-about at the entrance--the implicit communique is "this is where you stop and drop off or pick up passengers." The service is implied and intuitive. The easier it is to tell [customers] what to do in the space the better the service experience! Putting barriers, such as service desks and displays in the pathway of foot traffic is important too.

Jill: What is the most common mistake librarians make in designing their spaces and how do you recommend overcoming it?

Julia: Well, in general, I would recommend that librarians take a more strategic and active approach in designing spaces for their patrons, rather than depending on other professionals to lead the design process. Architects or salespeople, for example, have their own professional goals and motivations (such as winning design awards/sales quotas). I recommend employing consultants or other 3rd parties to gather information from the end-users, including both internal and external customers, and using library day-to-day operations on the front lines to direct design strategy and implementation.

Jill: I believe that understanding your patrons' basic demographic characteristics (age, gender, etc.) can give you some insights into how to manage your spaces, but demographics alone only scratch the surface and rarely result in compelling or innovative strategies. That's why I was particularly interested in the fact that your article addressed patrons' lifestyles. You ask, for example, "If there is a large population of young parents, should you add a stroller parking pad? Is everyone a pet owner, but you have no pet-friendly space?" Have you seen any examples of how libraries or other businesses have done an exceptional job of addressing lifestyle with their spaces?

Julia: Jill, this is a great follow-up question to my point in Question 2. Whether one is considering an addition, using space already available, or starting from scratch, focus on the customer's needs and activities, that come together to create their lifestyle. (That is why doing marketing research is so important.) There are lots of examples in the corporate world, such as providing workout facilities with windows overlooking busy avenues/nature or walking paths around the grounds for employees. Employees are customers too and by focusing on healthy lifestyle choices, workers are more productive.

In general, people with similar belief systems congregate at work, but especially where they live. That means that lifestyle activities can be supported by the community library as well. We have always excelled at focusing on the children's area of the library, for example having solitary reading nooks, a giant plastic whale to climb, castle doors opening to a collection, beanstalks with reference to fables, etc. that lead to a fairy tale land of make-believe. We can be just as creative with other spaces too!

Jill: Those of us working in the same setting day-to-day might have a difficult time viewing our spaces with fresh eyes. In addition to evaluating the items you mention in your article, what approaches do you suggest for keeping a fresh perspective so that we can identify new opportunities to make our spaces more user-friendly?

Julia: First, one has to be receptive to taking a fresh look or to ask someone else for feedback. It really starts by the vision of the leaders in the library and if the physical environment of the library is considered to be part of the service mix or not. Also the atmosphere is important in staying responsive to customer needs, rather than the attitude of "that is how is always has been." To keep a fresh perspective, though, it starts by thinking that 1) not everything is set in stone, furniture can move, shelves can move, books can move, etc.2) you can make small changes in baby steps and see a difference 3) if you witness certain behavior patterns, observe & record it over a specific amount of time and then act--for example, if everyone cuts through the grass to reach your front door, then add a sidewalk there or brick path and 4) when in doubt, ASK the customer--not just one, but a sample. Finally, doing nothing is an option--but what is important is that you don't get complacent and don't stop looking for better ways to help people.

Jill: Could you talk more about the concepts of style and atmosphere and why they're so important in managing spaces effectively?

Julia: I could write a book on this topic--and maybe I will one day! Basically, style can be produced by manipulating principles and elements of design to create a balanced look and evoke feelings at its core. Atmosphere is more encompassing by adding the "personality"--through people, ambiance, all the senses in the setting. For example, Barnes & Noble Booksellers design a store with an alcove that can be used as seating for reading with coffee tables (to set your Starbucks, of course) and large windows for natural lighting. This area, too, can be converted to an author-signing space, a guest lecturer, a poetry night, a book club meeting, a guitarist solo on a stool, etc. The multi-functionality of the space presents a venue for adding to the bookstore atmosphere and acts as a destination place within the store itself. Thus, in this example, creating a certain atmosphere can bring about goodwill and brand loyalty in addition to repeat visits and sales. Likewise, the library can add more value to the patron experience by de-cluttering spaces to make them more visually appealing and approachable or add photos of historical sites in the community to create the sense of stability.

Jill: Is there anything else you'd like to say about the relationship between library spaces, patrons, and marketing strategy that wasn't expressed in the article?

Julia: Just to keep an open mind and to look around at examples everywhere--in your community or across the world--to get inspired. Then get focused and implement the ideas!

A big thank you to Julia for sharing the expertise she's gained from 10+ years of consulting experience. If you have additional questions, you can contact her at (614) 406-2252 or jfcooper15@hotmail.com. I know these interviews take a considerable amount of time and thought on the part of interviewees, so I extend my sincere thanks to all of you who have taken the time to share what you know on LM. I think we all benefit from sharing our ideas. I hope this information helps you think through your spaces strategically to make them more effective for your target audiences!

Everything I need to know about marketing I learned from teaching

I was reminded recently that the bad reputation marketing has among librarians is still alive and well. I heard some colleagues talking about confusing library terminology when someone said something to the effect of, "Yeah. That phrase is just a marketing thing anyway." As a marketing cheerleader, I was understandably a little taken aback by this comment. Not because I was surprised, but because I realized just how entrenched the idea of marketing-as-meaningless-fluff still is within library circles. Why on earth would librarians concede that confusing jargon and marketing are synonymous when the whole point of marketing is to make services and communications more understandable?

This incident led me to think about more ways in which we marketing fans can do a better job of convincing our colleagues of its merits. One way to do this is to compare marketing to something more familiar and friendly - teaching. This comparison is not a stretch; it's something I've thought about for some time. Think about it. When preparing for a library instruction session, you engage in a number of actions that roughly mirror marketing activities:

1. Teaching: Set objectives based on the outcomes you want to achieve. Marketing: Ditto.


2. Teaching: Understand your students and the tailor your lesson plan to their unique learning styles, needs, and experience levels. Marketing: Understand your target market and segment them into groups to tailor your offering to them based on their needs. Create a marketing plan to fill those needs.


3. Teaching: Make a complex topic or task easy to understand. Marketing: Make the benefits of a complex product or service easy to understand.


4. Teaching: Encourage student-teacher and student-student interaction for a richer learning experience. Marketing: Encourage marketer-customer and customer-customer interaction for a richer service experience.


5. Teaching: Empower students by giving them the tools to succeed. Marketing: Empower customers by giving them the tools to succeed.

I could go on for pages with even more similarities but that wouldn't make for a good blog post. ;-) It's no coincidence that marketing theory borrows heavily from learning theory. What we're actually doing as we market library services is teaching our patrons about what we have to offer, why it's valuable, and how to take advantage of it.

As I was surfing around, I found a post from the famous Kathy Sierra who addressed the marketing/teaching topic in a post called Marketing should be education, education should be marketing that's well worth reading. Perhaps we can win over reluctant colleagues by drawing out the similarities between things we're already doing, like teaching, and things we should be doing, like marketing.

Branding your unique flavor

I don't know what's up with dentists these days, but I've certainly found a lot of good marketing advice from their circles. (Although who am I to talk?! What's a librarian doing writing about marketing, after all? :-)). The most recent is a branding article called, BRANDING: How to keep your practice from being plain vanilla. It's actually quite an excellent piece. It gives some modern, and I'd argue accurate, definitions of branding, along with the rationale for why you should brand, how to develop your Unique Selling Proposition, and how do deliver on your promises. SWEET!

No one cares about you

It's harsh to assert that no one cares about you (and by you I mean librarians and by extension, libraries), but it's a marketing reality we all confront. The cold truth is that patrons don't conduct themselves with the assumption that libraries are intrinsically good or something they should naturally care about. The question is how do we get patrons to care at least enough to take advantage of some of our services some of the time?

One answer is to communicate with them in terms of things they do care about, namely, benefits. Patrons probably don't care about your interlibrary loan service, but they do care about getting that tough-to-find book in time to finish their report. Saving time and writing top-notch reports is a benefit; offering interlibrary loan is a service or feature. In marketing our services, it's important to focus on the former instead of the latter.

Some people may think this is an obvious statement, but after having completed a personal selling course, I can tell you it's not. When making a sales pitch, it's extremely tempting to rattle of lists of features as though their usefulness is obvious. In my selling course, we spent a great deal of time developing our Initial Benefit Statement (IBS). Essentially, an IBS is a statement that tells customers why they should care, and in sales it's often used as an opener in sales presentations and sales calls. In library work, I try to remember to open with some form of an IBS when I make presentations, write promotional materials, or try to "sell" an idea. I'm also thinking I will develop an IBS for my orientation outreach activities this summer when I have about 1 second to get the library on students' radar.

Not all marketers believe in the value of an IBS, with good reason. I'll even admit, it's a little stiff and one-directional, which is the opposite of what marketing should be. But, I contend it's still useful because developing an IBS forces us to think in terms of what's most important to our patrons from their point of view, which then frames our activities and communications.

The Marketing Genius blog had a nice little rant against selling based on features instead of benefits. Try examining the marketing communications you're exposed to and see if you can figure out what the benefits are. I think you'll be surprised by how many advertisers don't communicate them at all.

How do you develop an IBS?
There's no real secret to creating an IBS other than to focus relentlessly on the "So what?" aspect of your services.

Here are a few pointers that might help you:
1. Think about the services you offer or are featuring in your newsletter, etc. Make a list of all of the reasons your patrons should care about the service. You may want to ask patrons who use a service why they do so.
2. Develop a statement that explains in a sentence or two what the most important benefits are. IBS's may start with phrases like, "Gives you the ability to," "Saves you [time, stress, hassle]," "Increases your [productivity, profits, marketability]," and so on. You know you're on the wrong track if your IBS starts out with phrases like, "Our library features...," "We provide access to...," "We house X number of...," you get the idea. Notice that good IBS's emphasize the you (customer), whereas bad IBS's emphasize the we/us (librarians/libraries).
3. Consider your competitive position. Sometimes, the best IBS's are based on a competitive advantage. For example, "Devise sound business plans and save money with Great Local Library - the only local organization to provide you free one-to-one research assistance with highly-trained information professionals who use the latest market research tools."

Even though it's difficult to presume that no one cares about us, doing so gives us the perspective we need to ensure that we communicate only what patrons value, and drop the stuff that's only meaningful to us.

[Update: Apparently, the phrase "no one cares about you" is one that marketer extraordinaire Seth Godin uses in just about every presentation he gives. I must have had that sentence ingrained in my subconscious because I only just discovered this fact after reviewing one of his talks. If I had remembered, I would have given him credit. Just when you think you're being original... ;-) ].

What's in a question? (Or, how to get better answers).

"Computers are useless. They can only give you answers." - Pablo Picasso

I sometimes find myself in a situation where I want to know more about X, but can't think of the right questions to ask to get me to the kind of answer I want. For example, when trying to learn about about patrons' needs, what questions do I ask and how do I ask them to get an honest answer that gets beneath the surface? I wish it were as easy a saying, "Hey, Patron! What do you need?" but alas, it's not. Some of the best marketing breakthroughs come from questioning assumptions and the way things have always been, which is why good questioning skills are also good marketing skills. What are the best questions to ask to get to the best answers?

In my quest for questions, I came across a Web site, ChangingMinds.org which has a page on the art of questioning. It lists 19 types of questions (Did you know there are types other than open and closed?!). My favorite for marketing purposes, particularly when looking for new insights and innovations, is Socratic questioning. Socratic questions prompt people to reevaluate assumptions with inquiries like, "How could you look at this differently?", "Why is __ important?" and "What are you assuming?"

Personally, there are a few questions I'm partial to for generating ideas:

• Why?
• Why not?
• What else is like this?
• What's the opposite of this?
• What's the point?

Questioning truly is an art that can yield amazing insights. Please share your favorite questions!

Lovin' the library at the University of Tennessee

Perhaps I'm biased because my manager is a UT grad (Go Vols!), but I was really intrigued by a promotion campaign at UT's Pendergrass Library. In search for ways to enforce library regulations that are agreeable to both librarians and patrons, library staff came up with a clever promotion campaign that features a simple stick figure design.

Shown here is one graphic in the series. It encourages students to throw away their trash.

What appeals most to me is that this seemingly simple image conveys a lot of meaning to its target audience, which was evident after speaking with library supervisor Allison Roberts who worked on the design. For instance, UT Knoxville is located near the scenic Great Smoky Mountains National Park. The green color of the image is a nod to the respect the UT community holds for the environment. Furthermore, the "Pack it in; Pack it out" phrase is well-known among hikers, a popular pastime in the Knoxville area. Plus, heck, the image is just plain eye-catching to me. So, I was extremely pleased that Allison graciously gave me some of her time to talk to me over the phone and respond to some follow-up e-mail questions I sent her. The following is our exchange:

Jill: Your deceptively simple-looking image actually communicates a great deal to your target audience. Could you discuss how the "Pack it out" message and eco-friendly green color resonate with your patrons?

Allison: "The idea is derived from the hiking symbol used by park services and the idea of low impact use of resources. If you love your park you make strides to reduce your environmental impact. The same should also apply to facilities and resources we use everyday. If you love your library you should reduce your environmental impact. A library is a resource that deserves conservation and respect like a national park. Individuals that use Pendergrass Library have recognized that they share the responsibility and strive to make a difference in their impact."

Jill: You mentioned that you selected a stick figure for its simplicity and visual impact. What can librarians learn from your example about graphic design?

Allison: "It is important to convey an idea simply and succinct to reach all audiences."

Jill: How do you use this image and where do you display it?

Allison: "We currently have a large "Pack it out" poster on display as you enter the library, placed several posters on study tables and decals on trash cans. In addition, we created desktop wallpaper for all the workstations in the Library."

Jill: You said that the campaign has been effective and well-received. Can you give some examples of feedback you've received and changes in patrons' behaviors? Also, why do you think this campaign works so well?

Allison: "When we decided to allow food in the library a heavy weight was lifted. The staff no longer had to police for violations. The individuals that use the library were relieved that they no longer had to hide food. Overall the atmosphere is lighter. By allowing food we created a better environment for the users; however, the problem of pests was a concern. I felt that if we could try to eliminate food trash in the library the pests would not become a huge problem. I tried to create a message that would help the users share the responsibility. I think this idea works well because our users can identify with the message of conservation."

Jill: "Pack it out" is part of a series of planned promotions that seek to educate patrons about library policies. What other pieces are you planning?

Allison: "Currently, the stick man is presenting our "Love your Library: Quiet Zone" notification on the door to the stacks study area. It is also on our "Love your Library: Respect Books" bookmark. The design is versatile, so there is no limit to its future applications."

Jill: Is there anything else about this project you'd like to share with colleagues?

Allison: "In addition to posting "Pack it out" notices we have asked housekeeping to remove the trash twice a day and increase vacuuming in the high use areas. Our collaborative effort has made a difference in the amount of trash and debris from study time munching."

Way to know your audience, Allison! And kudos on creating a campaign that can be recycled for many uses. I love how UT was able to translate popular environmental sentiments to library issues and to draw in patrons as partners in making the library a more comfortable place for everyone. Also, note that a good promotion campaign is always backed up by sound services, in this case, housekeeping. Promotion alone can't make much of a difference but it can be powerful in combination with real action.

Allison kindly shared two other images (below) from the series as well as a link to their bookmark promoting preservation (PDF). Please note that you need permission from Allison if you wish to use the images in any way. Thanks so much for sharing this well-planned and executed campaign!