News Column

Face2Face: Using Social Media to Create Great Customer Connections

May 8, 2013

Cheryl Teresi

I brought Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections to bed with me, mistakenly thinking an explanation of how social media tools can help create customer service is just what I needed to lull me to sleep. Ha! Once I started to read this very common sense book, I could not put it down.

King explains quite clearly how easy and necessary it is for any organization to use social media to communicate with customers. He succinctly states, "Remove the social media hipness of Twitter and what you are doing is providing great customer service" (p. xiv).

The chapters are very specific on how to use social media, and detailed instructions are included. There is another section on how to take photos. A person looking directly at the camera seems to be looking at the viewer. If you adda photo like this to your organization's website you are maintaining eye contact just like in physical conversation. The author also gives you tricks on how to make a video to keep your customers coming back for more. Videos are also a way to show off your staff.

According to King, Facebook is currently the second most popular website in the world. Face2Face explains how to set up an organizational Facebook page and devotes a chapter measuring success using the analytic tools available. He also reminds you that it will take real, live, full-time staff to interact with your customers online.

Face2Face is invaluable for organizations that currently use social media or those who want to improve their image. There are abundant examples as well as in-depth information to help you become more comfortable and relaxed, letting your customer know you care about them by showing the real face of your organization.

This book isn't written like a text, but reads more like a mystery. By the time you reach the end, you don't find out who did it but rather how to do it!- Cheryl Teresi, Secretary, Ursuline College Library, Pepper Pike, Ohio

Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections By David Lee King / Medford, N.J.: Information Today, 2012 /216p. / $24.95 ISBN -13: 978-0- 910965-99-6 1 LC 2012013506

Copyright American Library Association Mar/Apr 2013

(c) 2013 Public Libraries. Provided by ProQuest LLC. All rights Reserved.

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Source: Copyright Public Libraries 2013

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