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Customer Service and Innovation in Libraries (Highsmith Press Handbook Series)

Miller, Glenn

Highsmith Press
Published:February 1, 1996

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Description: From Library Journal
The renowned Orange County Library System (OCLS), Orlando, Florida, has achieved recognition in large part due to the forward thinking of director Miller (now retired). In this watershed document, Miller shares his cutting-edge ideas for public libraries. Be forewarned: This is no standard fare, and your traditions may be sorely tested. Rather than rehash known customer service ideas, Miller instead applies these sound principles to public libraries, with numerous examples tried by the OCLS libraries, including installing drive-up windows, automatically mailing material to customers, assigning staff to greet patrons, applying retailing concepts to a library, removing books from the hard-to-reach top and bottom shelves to the middle shelves, and redesigning reference. Miller takes you on his journey to what a public library could become, if leadership were up to the major transformation of the basic concept of a public library, and then to the entire overhaul of the old system that has sadly been perpetuated over the decades by librarians. As Miller says, "The public is not going to conform to the direction or will of the public library." Instead, the library will have to change to meet the needs of the customer or face extinction. Several of these ideas will also force many smaller libraries to rethink their role in order to even consider the investment required to implement these suggestions. An absolute requirement for all public libraries.?Dale Farris, Groves, Tex.
Copyright 1996 Reed Business Information, Inc.

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