Link to November 21 Internet Marketing Book post, "Building a Buzz: Libraries and Word-of-mouth Marketing".
Table of contents.
It's an approach that even the smallest of libraries can use.
Just believe in this simple customer service mantra: Service provided to library users is not an interruption of work but is rather the purpose of it.
This bar graph (click on it to enlarge) from Envirosell Final Report (April 29, 2008) for the Metropolitan (IL) Library System confirms what library patrons appreciate the most: "friendless/helpfulness of staff".