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

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Articles by Graham Mainds:


Jinfo Blog Turning complaints into compliments in a city library service [ABSTRACT]
Wednesday, 1st September 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.   


Jinfo Subscription Turning complaints into compliments in a city library service
Wednesday, 1st September 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.   


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