The Customer-Focused Library: Re-Inventing the Library From the Outside-In
  • The Customer-Focused Library: Re-Inventing the Library From the Outside-In
  • The Customer-Focused Library: Re-Inventing the Library From the Outside-In

The Customer-Focused Library: Re-Inventing the Library From the Outside-In

by Joseph R. Matthews
     
 

ISBN-10: 1591588758

ISBN-13: 9781591588757

Pub. Date: 09/25/2009

Publisher: ABC-CLIO, Incorporated

A top library consultant offers specific recommendations for helping libraries adapt to their changing role in the community.

• Illustrations and drawings of innovative library buildings and features

• A bibliography of additional print and online resources

• A complete index

 See more details below

Overview

A top library consultant offers specific recommendations for helping libraries adapt to their changing role in the community.

• Illustrations and drawings of innovative library buildings and features

• A bibliography of additional print and online resources

• A complete index

Product Details

ISBN-13:
9781591588757
Publisher:
ABC-CLIO, Incorporated
Publication date:
09/25/2009
Pages:
95
Product dimensions:
6.90(w) x 9.90(h) x 0.30(d)

Table of Contents

Acknowledgments vii

Introduction ix

Chapter 1 Traditional Library Thinking 1

Notes 5

Chapter 2 The Constraints of Tradition 7

Notes 10

Chapter 3 It's All About the Customer 11

What's in a Name? 11

Who Is Your Customer? 12

Benefit Segmentation 14

Adding Value 19

Challenge 20

Action Plan 23

Conclusion 24

Notes 24

Chapter 4 Library as Place 27

Full-service Branch Libraries 28

Unique or Narrowly Focused Libraries 30

Community Children's Library 31

Adult Community Library 31

Shopping Mall Library 31

The Experience Library 31

Idea Stores 32

DOK 32

Convergence 33

Adding Unique Functions/Activities in a Library 34

A Teen Library 34

Less Is More 35

Prototype Library 35

An MDM 35

Amenities 36

Wayfinding 36

Conclusion 37

Notes 38

Chapter 5 The Library Collection 39

Merchandising 40

Organizing the Displays 42

Results of Merchandising 44

Obstacles to Merchandising 45

Implications of Merchandising 45

The Collection 45

The Online Catalog 46

The Staffing Mix 46

Space and Furnishings 46

Jargon and Tradition 47

Conclusion 47

Notes 47

Chapter 6 Library Services 49

Visibility 49

Engagement 49

Positive Feelings and Perceptions 50

Wayfinding 51

The New Customer 52

The Words We Use 52

Dress Code 53

Hours 53

Conclusion 53

Notes 54

Chapter 7 Information Technology 55

The New Library Catalog 55

The Library Web Site 58

Digital Content 61

IT Architecture 61

Notes 62

Chapter 8 Library Staffing 63

Recruiting Staff 63

Developing Staff 64

Energizing Staff 66

Recognizing Staff 67

Resistance to Change 67

Uniforms 68

Customer Service 68

Conclusion 71

Notes 72

Chapter 9 Removingthe Shackles of Tradition 73

Walk the Walk! 75

Where to Start 76

Mission/Vision 78

Embrace Innovation 79

The Importance of Design 82

The Key 86

Conclusion 87

Notes 89

Index 91

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