Several years ago, I wrote about how libraries have evolved since my childhood. For awhile, many people thought libraries were on the verge of extinction as Amazon dominated the book marketplace. But that may no longer be the case. Just as independent bookstores found ways to survive by offering products and services not offered by Amazon and national chains, the public library has extended its offerings beyond short-term book loans.
According to a recent article on Vox, the library’s main purpose is to help educate the community; Amazon’s purpose is to simply sell books (and a million other things). The library still remains relevant today because it serves the public’s demand for information and resources, especially to underserved populations, at no cost.
With a focus on education and lifelong learning, the neighborhood public library has expanded its services beyond book loans. They’ve become multi-purpose destinations. And libraries are being re-designed to accommodate these expanded offerings.
If you haven’t visited a library lately, you may be surprised to find what’s available there. A Pew Internet survey from 2014 found that while many people think libraries continue to serve a useful purpose in their communities, a significant percentage did not realize the scope and depth of the services offered at libraries. For example, visitors can get income tax advice or job assistance. They can learn a new language, get literacy tutoring, participate in film discussions or research their family history.
Libraries house historic and genealogy records, map collections and other archival documents. For example, a library in Birmingham, Alabama, has preserved records and documents related to the Civil Rights movement of the 1960s, according the Project for Public Spaces.
Public libraries also have community rooms, ideal for having discussions and debates about zoning changes and new proposed developments, all with the intent to help residents understand their community better.
Today’s libraries are trying to reach younger generations of readers by offering more programs aimed at teens and children. Some offer 3D printing, community access TV and radio stations, language labs and recording studio so they can record their own stories in their own words. Others encourage visitors to relax and linger over their reading materials by providing private reading nooks, creative spaces and even a fireplace.
These types of amenities aim to reach younger adults in their 20s and 30s, who have been largely absent in recent years but are the key to the library’s future viability.
As long as people have the desire to explore the world at large and engage in lifelong learning, and as long as there are family-friendly programs for people of all ages, the public library will continue to serve as a vital resource in our communities.
In recent months, we’ve witnessed countless ways that Twitter has either helped or hurt a person’s business or reputation. It doesn’t take much for a person’s comments on Twitter to stir up an avalanche of responses, for good, bad and indifferent.
Twitter is a platform for sharing news, data, comments, stories, images, videos, observations, and a whole lot more. Marketers love the medium for its ability to help their businesses create brand awareness and connect with new and existing customers. But as we have seen too many times before, it can also hurt your business in terms of lost opportunities, lost customers and damaged reputation.
(Editor’s note: I am currently not on Twitter though I do see benefits of it for customer engagement. On a personal level, I don’t feel a need to use it to gain followers because I value my privacy far too much. Facebook takes up too much of my time as it is.)
According to a Pew Internet survey as of February 2018, 24 percent of Americans use Twitter on a regular basis, or about 67 million people in the U.S. That’s a huge increase from 2012 when only 13 percent of Americans used Twitter. Still, in recent months, the platform has fallen behind Instagram, which boasts 27 percent of American users.
Demographics tell a larger story. Four out of 10 Twitter users fall in the 18 to 29 age group while 27 percent are between the ages of 30 and 49. If your business targets these age groups, Twitter is the ideal platform to market to them.
There are a few downsides to consider when using this platform. Below are three reasons Twitter can help your business and three reasons to use it with caution.
Three sound reasons for using Twitter:
1. Brand awareness. If you are just launching your business and you are looking to build your customer base, Twitter can help create awareness for your brand. The key is to interact regularly with followers. Don’t push your product or service too much or too often, which will only turn people off. Being overly promotional is a common mistake with new business owners.
Instead, share your insights about the latest news, your knowledge and your commitment to the industry, related to your brand. Keep it professional, which increases your credibility with customers. Make sure people understand who you are and what you do.
2. Customer engagement. Once you’ve built your following, you have to keep them following you. Keep them engaged by sharing tips and tricks related to your business. If you run a tax business, for example, you might share an idea for saving money or a new update from the IRS that could impact their next tax return.
Many businesses also turn to Twitter for faster customer service. The key is to respond to customer complaints or feedback fairly quickly. That’s important because many customers have short attention spans these days. A recent survey by Sprout Social finds that 89 percent of social media messages to brands are ignored. The average time that a brand responds to a complaint is 10 hours while the average user is willing to wait only four hours. That’s a huge gap of time. The sooner your business responds to customer complaints, the better you look in the eyes of your customer base, and the more likely they will stick with your company.
3. Reputation management. By providing valuable information to your followers, you are seen as an expert in your field, which only boosts your reputation. For example, a physician specializing in women’s health might post links to reports about the latest breast cancer research and follow up with additional posts to comment on it. Each time you post a comment, an idea, an observation or link to a new study or an article of interest to your customers, you are seen as the go-to expert in that field, and your customers and clients will continue to seek out your professional opinions. In fact, they will continue to expect the same level of knowledge and expertise each time.
Three ways Twitter can hurt your business:
1. Gaining followers is more important than gaining customers. Twitter is a communications platform designed to help you develop meaningful connections with people. When you focus exclusively on its ability to tell you how popular you are, however, then those connections have no meaning for your business. At the first sign of trouble, those followers will have no reason to stay and will likely abandon you. Focus on the quality of relationships rather than quantity.
2. There’s no guarantee that your followers will translate to actual customers. Followers are just that – followers. But are they the right followers for your business? Are you reaching the right audience in terms of demographics? If you serve high-end customers but your followers aren’t in the same income bracket, you might have to rethink your marketing approach.
3. It’s too easy to abuse and misuse. As we’ve seen too many times before, comments can spread like wildfire in the Twitter-verse (see Roseanne Barr, Kathy Griffin). Faster than you can say “I’m sorry. I didn’t mean to write that,” the damage is done. As your own brand, it’s imperative to mind your manners when you are on social media. Avoid getting too personal on the medium; keep it professional if you use it for professional purposes. Twitter and Facebook are great for connecting with people but it is also easy to post something without thinking about the consequences. That said, it is possible to express a dissenting opinion without resorting to personal attacks or bullying tactics.
Twitter is a valuable platform for marketing purposes, but it’s not for everyone. Not everyone in your targeted demographic will be on Twitter either. As long as you play it smart and avoid the minefield of trolls and critics hiding in the Twitter-verse, Twitter can be an asset for your business.