The customer-focused library

There is great interest today in customer satisfaction and its importance to service organizations. Matthews shows the importance of the topic to public libraries and offers libraries a strategy for becoming more customer-focused.

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.

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.