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Super Library Marketing: All kinds of marketing ideas for all kinds of libraries.

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Customer Service

The BIG Debate: Should We Use the Word “Customer” to Describe Our Library Users?

Watch Now! The Library Marketing Show, Episode 60. Does it matter what we call people who use the library? A blog post by Ned Potter that prompted this episode. Watch the video to see my response and get a link... Continue Reading →

I Took a Vacation… and Realized Two Big Things About Libraries and Library Marketing!

Watch Now The Library Marketing Show, Episode 57 Angela moved her quarantine from Ohio to Virginia last week. While she was there, she realized two big things and she wanted to share those insights with you. And she shares kudos... Continue Reading →

Four Eye-Opening Library Marketing Lessons I Finally Learned When I Left My Library Job and Became a Regular Patron

It's been six months since I walked out of the Public Library of Cincinnati and Hamilton County for the last time as an employee.  You'd think that moving from library staffer to library patron wouldn't be that big of a... Continue Reading →

It’s Not Personal: How to Deal with Negative Comments and Bad Online Reviews of Your Library

The lowest moment in my library career came about four years ago, when my library endured a year of bad press. First, a local TV news station ran a story about drug overdoses at the library. Then, our administration briefly... Continue Reading →

Your Website is the MOST Important Gateway to Your Library Right Now. Here Are Eleven Quick Design Tweaks to Make It Amazing.

Your library website is getting quite the workout right now. In fact, during this pandemic, your website is the most important connection between your patrons and your services. It's your digital doorway. It's your news center. It's a promotional tool. So,... Continue Reading →

How to Tackle Library Signage in a Pandemic and Make Visitors Feel Comfortable With Your New Rules

Has your library physically reopened? I am collecting the reopening experiences of library staff members of all levels. Whether your library is now doing curbside or drive-thru service, books by mail or in-person interactions, how are you, your coworkers, your... Continue Reading →

Tips for Dealing With Angry Patrons When Your Library Reopens

Watch Now The Library Marketing Show, Episode 49Angela addresses a serious subject. As libraries reopen their physical buildings, library staff members are worried about dealing with patrons who are upset. Angela offers some tips for dealing with patrons who are... Continue Reading →

The Seven-Step Process to Empower Your Branch Staff and Turn Them into Incredible Library Marketing Ambassadors

I realized something significant in the past few months. It has changed the way I think about library marketing. I have built a pretty great team and I’ve been vigilant about using data to help me market my library with... Continue Reading →

I Asked a Podcast Host to Stop Interrupting His Guests. 😠 What His Reaction Can Teach Us About Library Customer Service.

A few weeks ago, I had an incredibly disappointing interaction with a man I've looked up to for ages. I'm not going to name him or his website in this post. But I've been listening to his podcasts for more... Continue Reading →

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