Creating the Customer-Driven Library : Building on the Bookstore Model
Contents: Introduction. 1. Why bookstores are so appealing. 2. Comparing libraries and bookstores. 3. Focusing on the bottom line. 4. Valuing customer service. 5. Identifying customer needs. 6. When the system crashes: using technology to enhance not defeat the library. 7. One library, one goal: establishing clear priorities. 8. What\'s all this about ambience? 9. The art of display. 10. Finding their way: the importance of signage. 11. Marketing our wares. 12. Creating promotional materials. 13. Serving the library\'s e-patrons. 14. Generating publicity for the library. 15. Food and drink in the library. 16. Finding the time and the money. Conclusion. Index.
"Why it is that today\'s book superstores enjoy overwhelming success while library attendance is lagging? The answer is in customer service. Libraries and librarians offer many precious resources, but their efforts are for nothing if the service goes unused. Creating the customer-driven library provides a ready solution to this shortfall by offering libraries solid information and how to tips on showcasing the library to patrons and enticing them to take advantage.
Expert author Jeannette Woodward offers a wealth of ways for libraries to take service-driven cues from the retail world. Using the bookstores as a model, library, pointing out the ways in which libraries fall short in attracting and serving customers. Advice on improving customer service and making sure the library looks (and smells) attractive to users is based on concrete examples from real life libraries and bookstores that center their operations around the customers.
Find out which library interior will encourage library users to return again and again and which will send them running for exits! Readers will learn techniques for overhauling their library\'s interior to create an accessible, customer-friendly space along with low-cost alternatives to big-budget publicity. Step by step instructions on creating cost-efficient marketing campaign and customer-centered library websites will help you tailor library services to specific customer needs, while savvy ideas on reviving your library using the talents and resources of your staff and your patrons will ensure on going community participation.
By understanding the unique service needs of your community, you can better prepare to meet those needs. This essential guide brings you the tips and tricks of the bookstore trade to create your own customer-friendly library. Library directors, administrators, trustees, and all community-focused staff will welcome the practical, enthusiastic guidance offered here." (jacket)
