Monday, May 14, 2012
May I Vent?
If I go to one more library website that doesn't include the director's name, I'm going to SCREAM.
Wow, that felt good. So I'm going to keep going. Here are some things that are just not acceptable in my book:
1. No phone number or email for the director. A form that someone has to fill out that goes to firstname.lastname@example.org, is not considered a way to contact a director. I prefer a phone number because if someone has a complaint they want to share, I'd much rather have them get the director in person then have to vent online. If you have have an amazing turn around time on for emails, then leave your email address. But frankly, if you have time to answer emails that quickly then you have time to take a phone call.
2. No contact person, phone and/or email for media relations. Even if you don't have a person in charge of your media, someone in your library should be designated to take calls. If the person is your director, then make sure a reporter can call you. No email here. Reporters are on deadlines, if they can reach a person, you get in the story. If not, you won't.
3. Marketing people who don't list their phone numbers and email addresses. I can't even imagine a reason why a public relations or marketing department would try to keep people away from contacting them. The game is to attract people, not avoid them.
It never fails to amaze me that there are still libraries that have overlooked the essentials needed to have the public reach them.
Posted by Nancy Dowd at 8:51 AM