David Lee King

social media | emerging trends | libraries

8 Easy Ways to Humanize your Digital Branch

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At my library, we like to say “It’s not about the stuff, it’s about the people.” Sure, we have a lot of cool books, videos and services, but our staff are awesome and they help make the library what it is. They help give the library a human face.

How do you present that “human face” of the library online? Here are eight ways to humanize your digital branch:

  1. Pictures
  2. Conversational Writing
  3. Videos
  4. Being Available
  5. Responding Fast
  6. Cut Extra Words
  7. Reach Out
  8. Tell the Customer’s Story

Read the rest of the article at Emerald Group Publishing. I also wrote a whole book on this topic!

Image by Marjan Lazarevski

Comments

  1. I realize that everything takes a precise form of balance, but aren’t #2 and 6 somewhat at odds with one another (especially with mobile)?

    I think I need to do more of #8 in a literal sense for engagement.

  2. Good observation on #2 and #6 – I see what you mean. Here’s how I’m thinking about those two points. Be conversational, but also stick to the point – sort of in that business casual way. You’re sharing, you sound human, but you’re not “oversharing.” You’re not one of those “way too chatty” people. You are sticking to the facts and sharing the most important stuff … just in a conversational-sounding way.

  3. David–#1 is always something we recommend highly for clients. We’re even promoting it ourselves right now on our BookSizzle newsletter, http://library.booksite.com/7112/nl/?list=NLAE But I get a lot of push back from libraries who don’t want to add staff pictures to their communications. Can you share any advice on helping them become more comfortable in this approach?

  4. “Helping them become more comfortable…” Not sure my approach helps anyone become more comfortable. I suggest that managers do their job, make the best decision for the organization, and post pics of staff. We are, after all working in very public jobs, pass out business cards, etc. So management needs to decide that direction, and then if someone doesn’t like that direction, they can go find another job they are “more comfortable” with. I know – sounds harsh. But sometimes, staff doesn’t get to decide.

    Hope that helps!

  5. I agree you want to humanize the experience for your users. Make them feel at home and that they can relate and share experiences.