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Library directors, department heads, solo librarians: Learn how NOT to be invisible! Packed with all the best practices in marketing library services, this hands-on guide provides inspiring stories and case studies of library colleagues around the nation who are successfully advocating and marketing themselves and their services.

Tabla de contenidos provista por Syndetics

• Foreword(p. vii)
• Introduction(p. xi)
• Chapter 1 The Primary of Customer Service and Other Basics(p. 1)
• Selling the Invisible: What Sets Librarians Apart ... Customer Service(p. 1)
• Creating Lasting Customer Relationships(p. 4)
• Barriers to Customer Service(p. 6)
• Customer Service Expectations: Learning from Dissatisfied Customers(p. 7)
• Implementing a Customer Service Plan(p. 9)
• Efficiency or Effectiveness: Doing Things Right versus Doing the Right Things(p. 10)
• Change Management(p. 11)
• What Kinds of Changes in Our Libraries Might We Expect in the Future?(p. 12)
• Chapter 2 Doing the Groundwork: Marketing(p. 15)
• Why Market?(p. 15)
• Who Should Market?(p. 16)
• What to Market?(p. 17)
• Know Thine Enemy: The Competition(p. 17)
• Know Thine Friend: The Customer(p. 19)
• The Six Ps of Marketing(p. 20)
• When to Market?(p. 33)
• Where to Market?(p. 34)
• How to Market?(p. 35)
• Ranganathan and Marketing(p. 35)
• Creative Marketing(p. 43)
• Marketing to Specific Types of Libraries(p. 47)
• Chapter 3 Publicity: The Tangibles(p. 52)
• Creating and Writing a Public Relations Plan(p. 52)
• I. Introduction(p. 53)
• II. Situational or Environmental Analysis(p. 53)
• III. The Plan(p. 55)
• IV. Resources Needed(p. 56)
• V. Implementation(p. 57)
• VI. Supporting Documentation(p. 58)
• Publicity Basics(p. 58)
• Nine Publicity Tips(p. 60)
• Specific Forms of Publicity(p. 63)
• Brochures(p. 63)
• Business Cards(p. 64)
• Newsletters(p. 64)
• Press Releases(p. 66)
• Direct Mail(p. 67)
• Reports and E-mail(p. 69)
• Bulletin Boards and Display Cases(p. 69)
• Giveaways, Takeaways, and Other Ideas(p. 71)
• The Computer as Salesperson: Using Technology(p. 72)
• E-mail(p. 73)
• Web Pages(p. 73)
• Chapter 4 Public Relations: The Personal Touchs(p. 78)
• Public Relations by Walking Around: Get Out of the Library(p. 78)
• Teaching as Public Relations(p. 80)
• Presentation Skills(p. 80)
• Adult Education Skills(p. 80)
• Content Skills(p. 81)
• Tools(p. 81)
• Feed Them and They Will Come: Open Houses and Exhibits(p. 82)
• The Physical Library as Public Relations(p. 85)
• The Telephone(p. 85)
• Word-of-Mouth Public Relations(p. 87)
• Other Person-to-Person Public Relations Methods(p. 87)
• The Elevator Speech and the Thirty-Second Commercial(p. 87)
• Cooperation and Teamwork(p. 88)
• Public Relations for Specific Groups(p. 88)
• Chapter 5 Advocacy: Putting It All Together(p. 90)
• How Did We Get into This Mess?(p. 90)
• What Can We Do?(p. 92)
• Advocacy Ideas for Specific Types of Libraries(p. 100)
• Becoming Indispensable to Your Organization: Avoiding Library Closures(p. 103)
• Professionalism: It's More than a Suit(p. 104)
• Lifelong Learning: An Essential Part of Professionalism(p. 105)
• Networking: An Essential(p. 109)
• Creating Your Own Job Satisfaction: Career Planning(p. 111)
• Giving Back: To Current and Future Colleagues(p. 114)
• Improving the Image of the Profession(p. 115)
• What Should Our Image Be?(p. 117)
• Sources Cited(p. 123)
• Additional Resources(p. 135)
• Index(p. 147)

Reseñas proporcionadas por Syndetics

Library Journal Review

Siess, publisher of The One-Person Library newsletter and author of The SOLO Librarian's Sourcebook, among other titles, shares numerous practical strategies for librarians to connect with their customers and make their services visible and valuable to their community, by using proven marketing, customer service, and public relations tactics specifically tailored to the library environment. Siess summarizes her lengthy research into successful business marketing strategies and principles and directly relates these important concepts to today's challenging library world. With increasing numbers of libraries being closed or merged with other services and the continued reductions in library budgets, Siess provides tools for library leaders interested in maintaining their libraries as active, visible, and essential resources. Be forewarned that following these important suggestions will require a change in the outdated perception of library patrons as users of library services, to be replaced by the idea of a lively, vibrant commitment to selling library services to customers. Siess's title is essential for professional librarians wishing to lead their library into a successful future and should be required reading by all MLIS faculty and students.-Dale Farris, Groves, TX (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Booklist Review

In her introduction, the author cites the recent downsizing and closing of libraries and the elimination of many library positions as proof that libraries are no longer a given in today's society. She places some of the blame on librarians, who she claims have not marketed themselves or their services well, nor been good advocates for their profession. In the five ensuing chapters, the author offers ways for librarians to reverse this situation and overcome their current invisibililty. Chapters discuss customer service, marketing, publicity, public relations, and advocacy, all while offering readers sound advice, recommendations, and wisdom gleaned from a wide range of experts and sources. Devoid of abstract theories and unrealistic propositions, content is sound and practical, strengthened by quotes, research, stories, and case studies. The guide concludes with an impressive list of additional sources and an index. An enlightening and timely resource highly recommended for all libraries. -- RBB Copyright 2003 Booklist