"Best Practices for the Customer-Focused Library" by the Metropolitan Library System has some good things to think about.
This Customer Focused Library grant was designed to study library services and service attitudes from a retail perspective. Best practices from retail were applied to library space utilization, service philosophy, and service visibility. The consultants hired for this project evaluated the ways in which our libraries serve their customers, with the goal being the development of a customer-focused service model for member libraries.
Four libraries in the Chicago area were studied for two days each, utilizing a combination of observation, interviews and video.
Here is the link to this interesting study:
Here is the link to the library system that had this study done: www.mls.lib.il.us
(Indianhead Libary System - Facebook post, April 18, 2012)