Creating the Customer-driven Library: Building on the Bookstore Model (Google eBook)

Front Cover
American Library Association, 2005 - Language Arts & Disciplines - 234 pages
2 Reviews
How can libraries make a difference in their communities when customers choose to hang out in the spacious, well-stocked new bookstore instead? With the goal of helping libraries market their services using low-cost or no-cost techniques, Woodward shares practical lessons for any library's revitalization inspired by the success of mega bookstores. Bookstores have succeeded by focusing on the customer, and libraries need to take a page from this playbook. While keeping one eye on their mission-to broaden library use and increase relevance while serving community needs-libraries can improve customer service, looks, and functionality in ways that enhance its community mission. customer-friendly signs, catalogs, and interior spaces; Identify the unique needs of your library's community-then meet those needs; Create a step-by-step, customized promotion plan that communicates with your market; Find cost-effective ways to connect-from user-friendly Web sites to promotional brochures; Show customers what the library has to offer and entice them to give it a try; Libraries remain vitally important to the organizations and communities they serve. Using these outreach and marketing strategies, Woodward shows libraries how to Become better than a bookstore, even without a hefty budget.
  

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Creating the customer-driven library: building on the bookstore model

User Review  - Not Available - Book Verdict

Are your patrons hanging out at the local Borders or Barnes & Noble? Library director Woodward (Freemont Cty. Lib. Syst., WY) argues that the megabookstores have succeeded in attracting customers by ... Read full review

LibraryThing Review

User Review  - garets86 - LibraryThing

I really enjoyed this book. It really made me think about how the library is seen from the library guest's persepctive. Read full review

Selected pages

Contents

Comparing Bookstore and Library Signs
120
The Right Signs in the Right Location
121
The Signage System
122
Responding to Customer Needs
123
Choosing the Right Words
124
Word Processing and Desktop Publishing Programs
126
Touring the Library as a Customer
127
A Sign System Is a Work in Process
128

Entering the Library
13
Visiting the Stacks
14
The Joyful Childrens Library
16
Behind the Scenes
17
Taking Our Leave
18
Focusing on the Bottom Line
21
In Search of a Bottom Line for the Library
22
The Diversity of Library Services
23
The Value of Library Statistics
25
Equating the Bottom Line with Customer Satisfaction
26
Measuring the Librarys Success
27
Collecting Only Useful Information
29
Valuing Customer Service
31
Overdue Fines
32
Comparing Small and Large Libraries
33
The StressedOut Research Library
34
The Information Desk
35
Reference Assistance
36
Comparing Customer Satisfaction
38
The Responsive Public Service Staff
39
The Librarys NotSoSecret Weapon
40
Identifying Customer Needs
42
Changing Neighborhoods Changing Lifestyles
43
Does the Librarian Really Know Best?
45
Listening to Our Customers
46
FineTuning the Library Schedule
47
Full Service versus Expanded Hours
49
The Responsive Library
50
The Pulse of the Community
51
Learning about the Community
53
Reaching Younger Customers
54
Reaching Other Groups
55
When the System Crashes Using Technology to Enhance Not Defeat the Library
56
When the Bookstores System Crashes
59
Dependence on Technology
60
Hiring Technical Staff
62
Managing Technical Staff
63
Planning for Continuity
64
Uniting Technical and Traditional Staff
65
One Library One Goal Establishing Clear Priorities
68
Integrating Library Priorities
69
Our CustomerUnfriendly Classifications
70
Customers Come before Theory
71
Amazons Catalog
72
Technology Requires Fundamental Changes
77
Customer Service and the Library Staff
79
Learning from Small Libraries
81
Simulating RealWorld Conditions
82
Training Student Staff
83
Whats All This about Ambience?
86
Responding to Customers Sensory Needs
87
Increasing Public Service Presence
91
Spaces Where Customers Feel at Ease
92
The Importance of Color in Libraries
93
Color Choice Can Be Difficult
95
Attacking Library Clutter
96
Cleanliness May Indeed Be Next to Godliness
97
Grime As the Customer Sees It
98
Carpeting
100
Restrooms
102
The Art of Display
104
Arrangement of Materials
105
Making Materials More Appealing
106
Color
107
Color Relationships
108
Getting Started
109
The Display Designers Toolbox
110
Fabric
111
Paper
112
Props
113
Display Cases Require Commitment
114
Getting Ideas
115
Lighting
116
Signage
117
Finding Their Way The Importance of Signage
118
Basics of Good Signage
119
Marketing Our Wares
130
Distinguishing between Kinds of Support
131
Learning to Use the Tools of Marketing
132
Demographics
133
Discovering Hidden Constituencies
135
Developing a Marketing Plan
136
Identify Community Needs
137
Identify Obstacles to Achieving Goals
138
Narrow and Focus the Goal
139
Identify the Competition
140
Establish a Marketing Budget
141
Establish a Time Line
142
Leverage the Impact of the Marketing Plan
143
Schedule the Production of Promotional Materials
144
Creating Promotional Materials
146
Isnt It a Lot of Work?
147
Competing for Your Customers Attention
148
The Basics of Production
149
Getting Started
150
Paper
151
Getting into Print
152
Get the Most Effective Publication for the Lowest Price
153
Protect Precious Files
154
Investigate Desktop Publishing Programs
155
Serving the Librarys Epatrons
158
A World of Information Providers
159
Building the Site
160
Website Design Principles
162
Make Routine Maintenance a Priority
163
Applying Library Skills to Cyberspace
164
Attracting Customers
165
Meeting Customers Cyber Needs
166
The Website as a Group Effort
167
Creating Web Pages for a Larger Site
168
Selecting Hardware and Software
169
Basic Hardware
170
Graphics Tablets
171
Finding a Host
172
Generating Publicity for the Library
174
Attracting Financial Support
175
Getting into Print and on the Air
177
Crafting the Press Release
178
The Library as the Media Sees It
179
The Library Newspaper Column
180
Play by Their Rules
181
Content Dos and Donts
182
Preparing for a Speaking Engagement
183
Becoming a Speech Writer
185
Forget the Orations of the Past
187
Radio
188
Television
189
Coping with Controversy
191
Let Your Product Speak for Itself
192
Food and Drink in the Library
194
Clarifying Our Identity
195
Learning from Bookstores
196
Collections
197
A Cafe May Be a Cooperative Endeavor
198
Legal Issues
199
Complexity of Operation
200
Sending Out an RFP
201
Evaluating Proposals
202
Finding the Time and the Money
205
Establishing Priorities
206
Accentuating the Positive
208
Achieving Visible Results
210
Reducing Hours of Operation
211
Paving the Way for Recovery
212
Expanding the Role of Library Volunteers
214
Customer Service Training
215
CONCLUSION
221
Changing Library Needs
222
Reexamining the Bookstore Model
223
INDEX
225
Copyright

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