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

Why bookstores are so appealing

Comparing libraries and bookstores

Focusing on the bottom line

Valuing customer service

Identifying customer needs

When the system crashes: using technology to enhance not defeat the library

One library, one goal: establishing clear priorities

What's all this about ambience?

The art of display

Finding their way: the importance of signage

Marketing our wares

Creating promotional materials

Serving the library's e-patrons

Generating publicity for the library

Food and drink in the library

Finding the time and the money.