IT'S NOT ABOUT PR IT'S ABOUT CUSTOMER CARE: THE BCHERHALLEN HAMBURG - - PowerPoint PPT Presentation

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Mar 18, 2024 322 likes •417 views

IT'S NOT ABOUT PR IT'S ABOUT CUSTOMER CARE: THE BCHERHALLEN HAMBURG IN THE SOCIAL WEB TOPICS: BRIEF INFORMATION: BCHERHALLEN HAMBURG BRIEF INFORMATION: SINA SCHRDER SOCIAL MEDIA STRATEGY HANDLING OF CUSTOMER FEEDBACK &

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IT'S NOT ABOUT PR – IT'S ABOUT CUSTOMER CARE: THE BÜCHERHALLEN HAMBURG IN THE SOCIAL WEB

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TOPICS:

BRIEF INFORMATION: BÜCHERHALLEN HAMBURG
BRIEF INFORMATION: SINA SCHRÖDER
SOCIAL MEDIA STRATEGY
HANDLING OF CUSTOMER FEEDBACK & INPUT
BLOGGER RELATIONS: #BOOKUP
PROSPECTS

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BÜCHERHALLEN HAMBURG

BIGGEST PUBLIC LIBRARY SYSTEM IN GERMANY
36 LIBRARY LOCATIONS
1,6 MILLION UNITS OF MEDIA IN 30 LANGUAGES
4,8 MILLION VISITORS & 10.000 EVENTS A YEAR
eBUECHERHALLE: DIGITAL MEDIA 24/7

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SINA SCHRÖDER

LIBRARIAN
STUDIED LITERATURE & MEDIA SCIENCE
PR & SOCIAL MEDIA EXPERT (FREELANCER)
SOCIAL MEDIA MANAGER AT BÜCHERHALLEN HAMBURG

SINCE AUGUST 2013 (PART TIME)

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SOCIAL MEDIA STRATEGY:

SOCIAL NETWORKS: FACEBOOK, TWITTER, G+, YOUTUBE
YOUTH LIBRARY USES OWN ACCOUNTS
NO GUIDELINES
CONTENTS: FEWER EVENTS, MORE LOOKS BEHIND THE SCENES!
INFORMATION – ENTERTAINMENT – SERVICE

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HANDLING OF CUSTOMER FEEDBACK & INPUT:

TAKING EVERYTHING SERIOUSLY AND ALWAYS ANSWERING
EXPLAINING THE (COMPLEX) SYSTEM AND PROCESSES OF A PUBLIC

LIBRARY → MUTUAL UNDERSTANDING

STAYING ON TOPIC WITH THE CUSTOMER
GIVING FURTHER INFORMATION

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BLOGGER RELATIONS: #BOOKUP

#BOOKUP IN THE CENTRAL LIBRARY
EXCLUSIVE EVENT FOR 10 BOOK BLOGGERS /

LOOK BEHIND THE SCENES

MANY TWEETS AND NEW FOLLOWERS
BLOG ARTICLES / BLOGGER NETWORK

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PROSPECTS:

OPEN UP THE INNOVATION CIRCLE OF BÜCHERHALLEN HAMBURG

TO CUSTOMERS

INSTRAGRAM AND SERVICE VIA WHATSAPP
ENCOURAGE MORE EMPLOYEES TO USE SOCIAL MEDIA
GUIDELINES WILL BE NECCESARY / ORIENTATION FOR SUBSTITUTE