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Badvocacy ??

03/14/2011

Designing Better Libraries » Good Experiences Are The Best Defense Against Badvocacy.

“three main causes of badvocacy, and you know they happen in your library:

Inconsistency across channels and touchpoints – this happens when library users have a great experience with one part of the operation but a far worse one at another service point…
Inconsistency with expectations – you know the feeling; you get information off the library website or from a staff member, and then the reality falls far below what was expected…
A negative relationship with library staff – all it takes is one low-morale, uncaring or angry staff member to create that negative relationship.”

Very interesting and thoughtful commentary — is “badvocacy” the real cause of our current PR problems?

How do we combat this — both within our own ranks as well as for the general public?

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Categories: PublicRelations
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