“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?