Customer-Focused Library : Re-Inventing the

Public libraries aren't just libraries anymore. Increasingly, they have become Internet cafes, music stores, movie stores, study halls, and more. How do libraries embrace these changes and still provide the resourcesand the resource-gathering environmenttoday's patrons want? The Customer-Focused Library: Re-Inventing the Library From the Outside-In answers these questions by proposing a transformative alternativea reimagined library in which the collections, the services, even the building itself, reflects the customer's perspective.

Joseph R. Matthews is a consultant who has assisted numerous academic, public, and special libraries in a wide variety of projects. His published works include The Evaluation and Measurement of Library Services, Library Assessment in Higher Education, and Measuring for Results: The Dimensions of Public Library Effectiveness. He lives in Carlsbad, CA.

Acknowledgments	p. vii
Introduction	p. ix
Traditional Library Thinking	p. 1
Notes	p. 5
The Constraints of Tradition	p. 7
Notes	p. 10
It's All About the Customer	p. 11
What's in a Name?	p. 11
Who Is Your Customer?	p. 12
Benefit Segmentation	p. 14
Adding Value	p. 19
Challenge	p. 20
Action Plan	p. 23
Conclusion	p. 24
Notes	p. 24
Library as Place	p. 27
Full-service Branch Libraries	p. 28
Unique or Narrowly Focused Libraries	p. 30
Community Children's Library	p. 31
Adult Community Library	p. 31
Shopping Mall Library	p. 31
The Experience Library	p. 31
Idea Stores	p. 32
DOK	p. 32
Convergence	p. 33
Adding Unique Functions/Activities in a Library	p. 34
A Teen Library	p. 34
Less Is More	p. 35
Prototype Library	p. 35
An MDM	p. 35
Amenities	p. 36
Wayfinding	p. 36
Conclusion	p. 37
Notes	p. 38
The Library Collection	p. 39
Merchandising	p. 40
Organizing the Displays	p. 42
Results of Merchandising	p. 44
Obstacles to Merchandising	p. 45
Implications of Merchandising	p. 45
The Collection	p. 45
The Online Catalog	p. 46
The Staffing Mix	p. 46
Space and Furnishings	p. 46
Jargon and Tradition	p. 47
Conclusion	p. 47
Notes	p. 47
Library Services	p. 49
Visibility	p. 49
Engagement	p. 49
Positive Feelings and Perceptions	p. 50
Wayfinding	p. 51
The New Customer	p. 52
The Words We Use	p. 52
Dress Code	p. 53
Hours	p. 53
Conclusion	p. 53
Notes	p. 54
Information Technology	p. 55
The New Library Catalog	p. 55
The Library Web Site	p. 58
Digital Content	p. 61
IT Architecture	p. 61
Notes	p. 62
Library Staffing	p. 63
Recruiting Staff	p. 63
Developing Staff	p. 64
Energizing Staff	p. 66
Recognizing Staff	p. 67
Resistance to Change	p. 67
Uniforms	p. 68
Customer Service	p. 68
Conclusion	p. 71
Notes	p. 72
Removing the Shackles of Tradition	p. 73
Walk the Walk!	p. 75
Where to Start	p. 76
Mission/Vision	p. 78
Embrace Innovation	p. 79
The Importance of Design	p. 82
The Key	p. 86
Conclusion	p. 87
Notes	p. 89
Index	p. 91
Table of Contents provided by Ingram. All Rights Reserved.

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

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Table of Contents

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