Relevant research and reports from the Metropolitan Library System in Illinois' LSTA grant project The Customer Focused Library. Among the findings: Only one third of the people who come into a library stop at a service desk, and two thirds of the people who come into a library have no idea what they came in for.
Great source of ideas for improving our spaces and services in the report Best Practices for the Customer-Focused Libraryhttp://www.webjunction.org/c/document_library/get_file?folderId=8052623&name=DLFE-1830002.pdf
and at
http://www.mls.lib.il.us/consulting/envirosell.asp
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