12/12/2012 9:38:17 AM
Book Review: face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections
Face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections, by David Lee King. CyberAge Books/Information Today, Inc.; 2012, 194pages inclusive of index. Paperback, $24.95, ISBN 9780910965996.
Are you interested in learning how to make and keep business connections using social media? If yes, then face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections is the book for you.
The author, David Lee King, a librarian at a county public library, takes traditional notions of business and customer service and breaks them down into ways to create, develop, and maintain these same relationships on the web. It is clear from the beginning of the book that he is experienced with the web and social media tools that he is explaining.
King begins the book by discussing how an organization can create an online presence with a human component – “being human on the web.” He advocates using a “conversational tone” in blogs to help the customer or patron relate. In fact, he demonstrates the efficacy of this approach throughout the book by keeping it “conversational.”
King discusses communicating through blogs, Twitter accounts, Facebook, video (YouTube), and photos (Flickr). His description of each service is in depth enough for a beginner, but does not add anything for a seasoned social media communicator. King gives many examples of ways in which he has interacted with companies to express dissatisfaction (and the company’s response) or satisfaction (and the company’s response). It is clear that the quick-response allowed by social media can be a benefit to an organization.
Toward the end of the book, King details how a social media newcomer can get started using the tools discussed in the book. The key components to getting started are asking customers or patrons what they would like to see in terms of online communication, setting goals of what you want to achieve with your new communication tools, and creating a strategy for getting to the end result.
The book ends with a chapter on measuring success using Facebook analytics, Facebook “likes,” location-based service (i.e., Foursquare) check-ins, and page hits.
Face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections is a valuable book for the social media newcomer and should be included in any library’s collection.
Rebecca Mattson is the Collection Development/Acquisitions Librarian at the Cleveland-Marshall College of Law Library.
Posted By 12/12/2012 9:38:17 AM
11/28/2012 3:32:40 PM
The December Issue of Spectrum is Now Available on AALLNET
We hope you enjoy the articles and encourage you to share your thoughts and feedback using the "comments" link below!
Public Relations: A Day in the Life 2013
AALL seeks your photos for its annual contest
By Shawn Friend
The Dual Degree
A requirement in search of a justification
By Stephen Young
Hey! Employers! What is it That You Want?
The baffling job search of a recent graduate
By Patrick S. Daly
Librarians: Go and Be Disorganized!
A blog post got me thinking about our future
By Megan Wiseman
Why Does a Wiki Succeed or Fail?
Using one wiki's failure to understand why some wikis succees
By Sally Wambold
Law Libraries Linking Data to Mobile Devices
Save patrons' time and stay hip
By Anna Russell and Carli Spina
Rules of Dating
How to court your faculty or a managing partner
By Elizabeth Johnson
Attitude, Creativity, Collaboration, and Tech
The new success formula for law librarians
By Monice M. Kaczorowski and Jaye A. H. Lapachet
Isn't it Time to Establish Library-Related Social Media Best Practices Guidelines?
By Bobby Studwell
By Bret N. Christensen
From the Editor
Reassessing our services and processes ensures that they are efficient, elegant, and effective instead of merely "good enough"
By Mark E. Estes
Lessons learned from the 2011-2012 legislative session
By Emily Feltren
The Reference Desk
Is it acceptable to use mobile devices during meetings?
By Susan Catterall
Member to Member
What was your favorite class in library school or law school?
Views from You
A double rainbow over downtown Seattle as seen from a window at Lane Powell PC
AALL's Index to Foreign Legal Periodicals
By Marci Hoffman
Posted By 11/28/2012 3:32:40 PM
11/5/2012 10:41:09 AM
Put Your Library on the Map, Part 1: How to Put Your Library Floor Plan into Google Maps Floor Plans
Getting your patrons in the front door is only half the battle. Once library patrons cross your threshold, they may become lost in the stacks or be too embarrassed to ask for assistance. Google Maps Floor Plans can help.
Posted By 11/5/2012 10:41:09 AM