Graham Mainds
Graham Mainds is part of the Information and Digital Team at Edinburgh City Libraries, with specific responsibility for Web Services. Graham has been with Edinburgh City Libraries for the past ten years.
Contact: Graham.Mainds@edinburgh.gov.uk
Find Edinburgh City Library Web 2.0 links at http://yourlibrary.edinburgh.gov.uk and http://www.twitter.com/talesofonecity
Articles by Graham Mainds:
Turning complaints into compliments in a city library service
Tuesday, 31st August 2010
'Putting customers first' is a core value for service organisations and what better way to do this than by addressing their issues before they have raised them formally? Twitter is awash with enquiries and complaints and, if these can be tracked down and addressed in a proactive way, it will leave the customers with a very positive feeling about that organisation. Graham Mainds describes how Edinburgh City Libraries turned complaints into compliments by setting up Twitter alerts.
Turning complaints into compliments in a city library service [ABSTRACT]
Tuesday, 31st August 2010
'Putting customers first' is a core value for service organisations and what better way to do this than by addressing their issues before they have raised them formally? Twitter is awash with enquiries and complaints and, if these can be tracked down and addressed in a proactive way, it will leave the customers with a very positive feeling about that organisation. Graham Mainds describes how Edinburgh City Libraries turned complaints into compliments by setting up Twitter alerts.
From information retrieval to integrated intelligence - with Dow Jones
23rd January 2025
AI contracting and licensing; Strategic information managers; End-user training
10th December 2024
- Jinfo Community session (TBC - Mar 2025) (Community) 20th March 2025
- Jinfo Community session (TBC - Feb 2025) (Community) 25th February 2025
- From information retrieval to integrated intelligence - with Dow Jones (Community) 23rd January 2025