Conversation at the Social Customer Manifesto 1

What a perfect tie in to our work in LIS701 last night. A few students shared stories that I just couldn’t believe of policies and rules at their institutions and the lack of human conversation that surrounded them.

My take: “Conversation” is just that…communication between actual human beings. This process of real conversation happens millions of times, and is only successful when the interactions are real and genuine, transparent and truthful. Conversation is the “root act” that creates transformation.

Read the whole post to see how conversations can start, not with marketing speak or floods of messages but naturally. How are you encouraging conversation at your library? And more importantly, how are you moving toward transparency?

One thought on “Conversation at the Social Customer Manifesto

  • Anne in AZ

    Thanks for the pointer to this interesting post. In libraries there are a lot of times when behavioral guidelines must be enforced or an item isn’t where it is supposed to be, or the user is otherwise Extremely Dissatisfied.

    Or a co-worker is upset about changes or sees a situation that needs to change but is in desperate need of a new framework in which to speak of this urgent need.

    Either way, I try to ask myself “How can I turn this from a confrontation to a conversation?” When I succeed, the results are wonderful.

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