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.