Goodreads helps you keep track of books you want to read.
Start by marking “The Customer-Focused Library: Re-Inventing the Public Library from the Outside-In” as Want to Read:
The Customer-Focused Library: Re-Inventing the Public Library from the Outside-In
Enlarge cover
Rate this book
Clear rating
Open Preview

The Customer-Focused Library: Re-Inventing the Public Library from the Outside-In

3.42  ·  Rating details ·  12 Ratings  ·  4 Reviews
What is the future of the public library? How can libraries embrace the forces of change and provide the resources--and the resource-gathering environment--today's patrons want? "The Customer-Focused Library: Re-Inventing the Library From the Outside-In" answers these questions by proposing a transformative alternative, a reimagined library in which the collections, the se ...more
Paperback, 168 pages
Published September 30th 2009 by Libraries Unlimited (first published September 23rd 2009)
More Details... edit details

Friend Reviews

To see what your friends thought of this book, please sign up.

Reader Q&A

To ask other readers questions about The Customer-Focused Library, please sign up.

Be the first to ask a question about The Customer-Focused Library

This book is not yet featured on Listopia. Add this book to your favorite list »

Community Reviews

(showing 1-28)
Rating details
Sort: Default
|
Filter
Will
Mar 13, 2014 rated it it was ok
Shelves: read-in-2014
I couldn't quite give it three stars; it contained far too much "power language", and reads as a little gimmicky.

Most of the book is spent either in useless experiments in typography (ironic, since it criticizes many libraries for poor signage) or in telling the reader about all the terrible things they're doing wrong. Most librarians or trustees are probably already aware of this. A reader who isn't either of those must be really bored to be reading this book in the first place.

The remainder of
...more
Ashley
Jul 19, 2015 rated it really liked it
A short but significant introduction to customer service in libraries (especially public libraries). Matthews' main idea is to focus library customer service, even operations, from the outside-in to consider library audience as well as the audience's needs. The beginning suggests considering library audience in terms of the customer's needs and wants, and how the library responds to those needs and wants. By intentionally creating a desirable experience where a customer can easily navigate and u ...more
Bethany
Apr 30, 2016 rated it really liked it
Shelves: 2016, grad-school
Why yes, I AM using my grad school reading to add to my goodreads 2016 reading challenge.
Eric
Dec 12, 2015 rated it liked it
Good information, but nothing ground breaking. If you want to have a customer-focused library, make sure your policies and procedures focus on making the customer experience easier.

Thanks.
Nancy
rated it liked it
Jan 10, 2011
Thitirat B. Luu
rated it liked it
Oct 07, 2015
Rebecca
rated it liked it
Dec 18, 2015
Alicia Adams
rated it liked it
Apr 07, 2014
Kacee Eddinger
rated it liked it
Apr 27, 2016
John
rated it really liked it
Feb 11, 2015
Jenna
rated it really liked it
Feb 11, 2013
Cindy
rated it it was amazing
Aug 18, 2012
andrea
added it
Jun 23, 2009
Carly Thompson
marked it as to-read
Jul 22, 2010
Jessica
marked it as to-read
Jun 15, 2011
Lisa
marked it as to-read
May 04, 2012
Brice
added it
Jan 01, 2013
Lisa
marked it as to-read
May 04, 2012
Jennifer
marked it as to-read
Apr 13, 2014
Angela
marked it as to-read
Jan 09, 2015
Jill
marked it as to-read
Sep 16, 2015
Emily
marked it as to-read
Nov 05, 2015
Susan
marked it as to-read
Feb 08, 2017
Ana Maria
marked it as to-read
Feb 27, 2017
Absynthe Greene
marked it as to-read
Jan 22, 2018
There are no discussion topics on this book yet. Be the first to start one »