Learning from Amazon.com.

Learning from Amazon.com. Woodward, Jeanette Creating the customer-driven library: buildingon the bookstore model. Chicago: American Library Association, 2005.234p US$45.00 soft cover ISBN ISBNabbr.International Standard Book NumberISBNInternational Standard Book NumberISBNn abbr (= International Standard Book Number) → ISBN m0838908888 Jeanette Woodward's assertion that libraries are focused noton making money but on making a difference implies that, if a library isto make a difference, then the community must know that the libraryexists and know what services it offers. Traditional libraries arecurrently in danger of entering a downward spiral in which ineffectivepromotion allows declining patronage, which prompts funding cuts so thatservices must be reduced, leading in turn to a further decline in usageand so on. By contrast, building on the model offered by theoverwhelming success of the new book superstores, Woodward offerslibraries the tools to create a customer-friendly facility that willemulate their success. The reasons for bookstores' appeal include their location,layout, signage, welcoming atmosphere and the customer service.Conversely, many libraries are difficult to find, have drab exteriors,little parking space, resources crowded onto ill-lit stacks with narrowaisles and have limited opening hours opening hoursopen npl → heures fpl d'ouvertureopening hoursopen npl → ?ffnungszeiten pl. Creating the customer-drivenlibrary provides a blueprint for overcoming many of these obstacles.Libraries have the advantage of being highly individual and able torespond to the needs of their community. By placing a high value oncustomer service and identifying customer needs the libraries have animmediate advantage. The book focuses in turn on ways of maximising thisadvantage through using technology to enhance services, paying attention Noun 1. paying attention - paying particular notice (as to children or helpless people); "his attentiveness to her wishes"; "he spends without heed to the consequences"attentiveness, heed, regard to ambience am��bi��ence?n.Variant of ambiance.ambienceor ambianceNounthe atmosphere of a placeNoun 1. and the arrangement of displays and materials and ensuringthat the signage system helps clients navigate the library. An extensive section on marketing leads the librarian through theintricacies of identifying the community's needs and developing amarketing plan that will help the library achieve its goals. Theimportance of well-designed promotional material, both in print andonline, is examined in detail along with strategies for generatingpublicity and positive public relations public relations,activities and policies used to create public interest in a person, idea, product, institution, or business establishment. By its nature, public relations is devoted to serving particular interests by presenting them to the public in the most . The final sections canvass theoptions for responding to the changing environment. Why not considerestablishing a library care or going into a partnership with an existingbusiness? How do we work effectively with volunteers? How do we revive alibrary on a zero budget? And how do we face an uncertain future? By building on the bookstore model, Jeanette Woodward has developeda guide that enables libraries to compete effectively, even with alimited budget. Using the techniques outlined in this book, librarieswill be better able to build on their strengths, to make the librariesinto hubs of community activity and to ensure that community membersbecome lifelong committed supporters and friends of the library. Helen Dunford, TAFE Tasmania TAFE Tasmania is an Australian tertiary body that is the Tasmanian part of the Australian state-based Technical and Further Education system. It includes two institutes, Institute of TAFE Tasmania and the Drysdale Institute.