A “No Dead Ends” Approach to the Customer Experience

As library staff, it’s easy to view our websites, apps, and impressive lists of library resources and assume that anyone can find anything they want. For a user not as familiar with our digital and physical spaces, their experience could be the opposite. Even if they do find what they are initially looking for, it may take them longer than necessary or they may meet a dead end that limits further discovery.
Communications specialist Angie Sumner will help you walk in the customer’s shoes and think strategically while building out communication artifacts. She will share how to avoid dead ends by incorporating related content and recommended resources that align with customer interests and needs. No matter your role, you can enhance your customers’ experiences in tangible ways with a “no dead ends” mindset.
As a result of this program, attendees will learn how to:

• Identify opportunities in library websites and apps to anticipate customer needs and guide them to relevant content.
• Critically evaluate their library’s website and apps for roadblocks to seamless customer navigation.
• Apply the “no dead ends” approach beyond the digital into library spaces and customer interactions.

Presenter: Angie Sumner is a communications specialist with over 12 years of marketing, communications, and event planning experience across multiple industries. While working in public libraries, she served two years on the Virginia Library Association (VLA) Conference Committee and in 2018 VLA awarded her the Presidential Citation. She is also the recipient of the 2020 VLA Outstanding Professional Associates Award. Angie is currently on a career break to educate her daughter at home, tend to her ever-expanding garden, and enjoy taking part in library events from the other side of the desk.

The recording and handouts will be available on Niche Academy after the live event as well as our library of over 700 recorded sessions. To access Niche, goto:https://my.nicheacademy.com/floridalibrarywebinars 

Register here via Zoom for the live event or through the link below.