Reviews are an important resource for readers' advisory and collection development. They are also a helpful promotional tool, introducing patrons to what is new on the shelf. This resource includes: tips for writing strong, relevant reviews; different ways reviews can be used to promote your library; and, a chapter by Joyce Saricks covering the how-tos of reviewing audiobooks. Whether the ultimate goal is writing for a library website, book club,...

Sometimes the customer is misinformed or confused - or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's highly competitive marketplace. This book provides perfect solutions for everyday customer service situations - and includes simple, effective techniques that can help you meet even the most demanding customer needs.

"In an online and social media world, measurement is the key to success. If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds...

This workbook for managers at academic and public libraries presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure. It also features a detailed list of sources for metrics and concrete examples of evaluation in practice.