Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System
Brand Touchpoints: All the Staff & All the Stuff
Customer Service and Marketing
You probably have a pretty good understanding of what a "brand" is. But what about a "brand touchpoint"? Do you know what that is? And do you realize that you are a brand touchpoint?
A brand is much more than a logo; it's how people feel about your library. And a touchpoint is any point of contact or interaction, which of course affects how people feel about an organization. So every person, and every space, and every item that's related to your library is a brand touchpoint. Every interaction that people have, face-to-face or online, affects their opinions of you.
It's vital for all library employees to realize this and to understand how to be the best brand ambassadors they can be.
Define the business terms and relate them to libraries
Explain how every employee and every interaction matter
Discuss user experience (UX) and public perception
Share real examples of how laypeople see and discuss libraries
Offer guidelines on how to be a positive touchpoint
This session is meant to be eye-opening for employees who shy away from branding and marketing responsibility, and for those who don't believe their work matters to the public. And it's meant to be inspiring, to demonstrate how everyone matters, and to encourage listeners to strive toward their best work.
Presenter: Kathy Dempsey wrote the popular how-to tome, The Accidental Library Marketer, and founded her own marketing consultancy, Libraries Are Essential. Her work is dedicated to helping librarians and information professionals promote their value and expertise in order to gain respect and funding.
Kathy has been the Editor of Marketing Library Services newsletter for 25 years, and was formerly Editor-in-Chief of Computers in Libraries magazine. She also blogs at The 'M' Word. She's a member of the New Jersey Library Association, and Founder of the Library Marketing and Communications Conference, which she chaired in 2015, 2016, and 2017.
This writer, editor, and marketing maven has been giving presentations across the U.S. and Canada for 20+ years, always sprinkling them with humor to make marketing concepts more interesting and accessible. She continues to fight the stereotypes that librarians are boring and that "marketing" is a dirty word.