by Chris Rippel, Central Kansas Library System, Great Bend, Kansas
Bookstore owners and managers have spent much time and money experimenting how to entice customers into their stores and help them select and buy books. This article explores how librarians might adapt the techniques bookstores use to communicate to customers.
Some librarians will ask whether bookstore staff merely push the latest bestseller or do they try to match readers to books? Though Barnes and Noble staff are not trained to match readers and books, B & N staff are encouraged to take books home and read them. The front of Barnes and Noble stores have shelves for "staff recommendations." In the independent Watermark bookstore in Wichita, Kansas, staff recommendations are grouped by staff name because customers learn which staff recommends the books they prefer. Even if library staff know more about books than bookstore staff, few libraries have staff recommended shelves. In most libraries, patrons must ask library staff what books the latter recommends.
This article is not suggesting that librarians should alter their focus on building collections, matching readers to books, promoting education, preserving culture and local history, access to information, etc. This article invites librarians to study and apply techniques bookstores use to communicate with customers so that librarians can communicate better with their patrons.
This article summarizes numerous articles about browsing and displays in libraries, store design, creating atmosphere in stores. Micheal Hadden, Director of the Schaumburg (Illinois) Township District Library, generously provided excellent pictures of the Hanover Park Branch Library. This library was designed in the bookstore style.
Jane Fink, head of the Creative Services and Promotion Department of the Daviess County Public Library in Owensboro, Kentucky, emailed me excellent pictures and descriptions of their creative displays. Library Director Deborah Mesplay says her library "works very hard to promote community events ... via the library displays. We now have numerous organizations contacting us and asking if we will put up a display on a particular subject or issue that relates to an organizational activity." Finally, I received valuable insights into the workings of Barnes and Noble bookstores through an interview with Linda Flanders, an ex-supervisor of the children's section of a Barnes and Noble bookstore in Wichita, Kansas. Linda has also served on a library board and now works for the Central Kansas Library System in Great Bend, Kansas.
The interview with Linda began talking about how Barnes and Noble staff do their jobs.
Everyone is crosstrained to do everything. My source, supervisor of the children's section, was taught how to make lattes. The cafe staff can direct customers to the mystery section or any other place in the store. Lists of the bestsellers are posted in strategic places (e.g., near thecash registers). Everyone is expected to be able to rattle off the top ten or so bestsellers and where they are in the store. Staff is constantly fed sheets warning when titles will be released or are coming to the store. Everyone takes daily turns at the checkout counter.
Crosstraining would benefit libraries. Training circulation and reference staff in the mysteries of interlibrary loan would increase their ability to answer questions and advise patrons about the interlibrary loan process. Crosstraining catalogers and reference staff could produce better cataloging for use by reference staff and improve reference staff's understanding of the access provided by cataloging.
Barnes & Noble floor staff spend most of their days in an assigned area shelving new books and helping customers. When customers enter their section, staff makes contact with the customer to show help is near. In many libraries, by contrast, staff are not trained to great people walking in the front door or invite patrons to ask questions. Many library staff appear unaware that patrons need to be invited to ask questions.
Differences between bookstores and libraries
During the interview, I eventually asked for a list of differences between bookstores and libraries. Linda began talking about atmospheric differences between bookstores and libraries. According to Raynetmarketing Business and Marketing Glossary at www.raynet.mcmail.com/Business&marketingglossaryR.shtml, retail atmospherics is "designing buying environments to produce specific customer emotional reactions that enhance purchase probability. It includes ... layout, colour, smells, music, lighting, materials etc."
Too many libraries smell of must and mildew. Such smells are unpleasant for everyone and unhealthy for many. Library staff should smell donations and not add stinky books to their collections.They should track down and eliminate the causes of musty and mildew smells.
Here are tips for eliminating musty smells.
Consumers perceive higher quality goods in scented stores. Burning scented candles is expensive and dangerous in a library. Retail consultant Linda Cahan advises opening all windows and doors and use fans to blow in clean air when possible. This makes everyone, staff and customers, feel better. Immediately before the store opens burn a mixture of cedar chips and sage in a small frying pan. When the mixture has burned, blow out the flames. Carry the smoking frying pan all over the store, backrooms and even the basement. This fills the store with a wonderful scent.
- Source: "Stores with soul" by Linda Cahan in Gifts and Decorative Accessories, Vol. 103, June 2002, p. 20+
Experimenters discovered that music makes a big difference in customer behavior. Slow music increases supermarket sales 38% and liquor sales in restaurants. Classical and pop music increases sales better than easy listening and silence.
- Source: "The effect of music on atmosphere and purchase intentions in a cafeteria" by Adrian C. North, et. al. Journal of Applied Social Psychology, Vol. 28, pp 2254-2273.
Music also affects what is bought. During a two week experiment in a restaurant, on the days when French music was played French wine outsold German wine. On the days German music was played German wine outsold French wine. Only 10% of customers said the music affected their choice.
- Source: "The Influence of in-store music on wine selections" by Adrian C. North, et. al. Journal of Applied Psychology, Vol. 84, 1999, pp. 271-276.
Music is controversial in libraries because many library lovers prefer quiet. Nevertheless, music may be appropriate in some libraries of in some areas of the library. During non-peak times at the South Branch Library of the Toledo-Lucas County Public Library a boom-box on the circulation desk plays Latino music. Music can also enliven the waiting period before programs start. My Barnes and Noble interviewee is a preacher's wife. She says music is played before the church service to encourage people to visit rather than sit silently waiting for the service to begin.
Before adding florescent lights to brighten the entire library equally, consider variation in brightness. Circulation, reference, and stacks need bright, even lighting. Lower, general lighting, however, is useful for highlighting certain areas. Here are two examples.
Two examples of book displays near the circulation desk in the
Daviess County Public Library in Owensboro, Kentucky.
My thanks to Jane Fink for the photographs and information about the displays in this library.
Placing the circulation desk to the right of the front door makes returning books convenient. If the display space near the front door is limited, a slatwall pillar like the one shown on the right has a smaller footprint than a table and provides an attractive and effective way to display numerous books.
The area around Barnes and Noble cash registers contains numerous displays to attract the impulsive buyer. Daviess County Public Library uses book stands on the circulation desk and all other desks to promote books on hot topics "In the News."
People tend to walk faster on hard floors and slower on carpet. Many stores have linoleum or tile aisles leading people through the store. Carpet is used between racks of merchandise. Extra plush carpet is used in areas where especially luxurious merchandise is displayed.
Librarians should observe how patrons move through your library. Here is a way to discover patterns of patron movement in a library. Make a simple map of the library. This map does not have to be to scale, but it should record furniture, collections, and other objects patrons may use. As patrons enter the library draw lines recording their path through the library. Record the paths of 25 to 50 patrons on the same map until traffic patterns begin to emerge. Major book displays should be located along major paths of traffic. These patterns will also show which parts of the collection are being used and not used.
Reducing Information Overload
During the interview, Linda said, "I could walk into a Barnes and Noble and in ten minutes walk out with a book and a latte. If I walked into a library it would take me a hour to to find a book and I would leave without the latte." Linda was referring to Barnes and Noble's practice of shelving by genre. Studies of patron behavior reveal the benefits of shelving by genre in libraries.
In 1907, William A. Borden pulled books from the fiction shelves to set up special shelving for historical novels and detectve fiction. During two years of observation, Borden noticed patrons who previously only browsed the new books began selecting books from the genre shelves as well. Readers also began picking lesser-known authors within their chosen genre.
- Source: "On classifying fiction" by William A. Borden.
- Library Journal, June 1909, pp. 264-265.
Librarians frequently complain that patrons read mostly new books while good, older books remain unread. For patrons unfamiliar with authors and titles, trying to select one book from shelves of thousands of books, is like trying to select the best brick in a wall. They all look alike. Borden's observations suggest that:
Sharon Baker's experiments during the 1980s found that circulation of classified fiction (i.e., shelved by genre) increased with the size of the library. In a library of only 2,500 volumes, circulation of classified fiction increased use only 39%. In a 6,000 volume library, 49%. In a library with 15,500 volumes circulation increased 349%.
- Source: "Will classification schemes increase use" by Sharon L. Baker. RQ, Spring 1988.
Short ranges of free-standing shelves more clearly separates genres. Barnes and Noble uses short free-standing shelves in the center area. Hanover Park Branch Library also uses shelving short in height and length. The short height establishes an openness to the small space. The short length provides more end-panels for displaying items face-front. The top shelf is also slanted for face-front displays. Above each section is a large attractive sign identifying the contents.
Librarians sometimes object to shelving by genre.
When authors write in several genre, patrons can't find all the books by that author. One solution to this problem would be book dummies with messages telling patrons other locations for that author's other books.
Hanover Park Branch Library shelving offers space for front-face displays. My thanks to Michael Madden, Director of the Schaumburg (Illinois) Township District Library, for providing pictures of this library.
For those librarians not wishing to arrange their collection by genre, other methods for reducing information over load are described below.
The following suggestion is cheaper than reproducing a stack of 8.5" X 11" booklists and puts the booklist at the spot where browsers are likely to be looking.
The following online sites offer "If you like..., try...." for the creation of the bookmarks described above.
Sharon Baker discovered that merely placing a red dot on spines of books on the regular shelves with signs on the end panels saying red dots mean recommended books increased circulation of those books by 9% to 179%. Dots of different colors could represent different genres, different awards (e.g., Nebula vs. Hugo) or different sources of recommendation (e.g., Modern Library list best novels). Here are some sources providing lists of books to dot.
This dot-recommend system could be publicized by rewarding patrons reading the most recommended books. Keeping records for reading recommended books. At a yearly pot luck dinner, hand-out certificates recognizing readers who have read specific numbers of dot-recommended books.
Daviess County Public Library in Owensboro, Kentucky creates eye-catching displays based on color instead of topic. They have a "white sale" display each January. On this display all books have white covers. The library also has displays of different colors. One display was called "Think Pink." Jane Fink, head of the Creative Services & Promotions Department, writes, "You'd be surprised how many [pink covers] there are, and no, they are not all feminine topics." For July 2002, the library displayed "red, white and blue" books. The topics of these books were not patriotic, they just have red, white and blue covers.
In Why we buy: the science of shopping, Paco Underhill writes, "Take a look at that [bookstore] wall, over near the information desk. What do you see? This week's New York Times 'Best seller list,' or rather a grimy copy of it, taped up. Next to it is a rather grimy photocopy of the Modern Library list of the so-called one-hundred top novels of the twentieth century. Have you ever seen a more pathetic display of such useful and interesting information?" Underhill advises that such lists should be reproduced in large print for easy reading over displays of books on the list.
Sign readability is a combination of the color contrast between the letters and their background, the shape of the letters and the size of the letters.
Below is the ranking of color combinations from most readable to least readable.
- Source: Sign systems for libraries by Dorothy Pollett, et. al., page 238
- Source: Sign systems for libraries by Dorothy Pollett, et. al., page 239-40
- Source: Designing and space planning for libraries: A behavioral approach by Aaron Dohen, et. Al. 1979, pp. 205-206.
Endcap in Daviess County Public Library, Owensboro, Kentucky.
Hanover Park's wallshelves offer display areas at the top and in the middle. The top area is lit to attract attention. Though large signs identify the contents of the shelves the books are arranged in Dewey Decimal order.
Halogen lamps are an incandescent light like regular light bulbs. They cost between $50 and $200 dollars depending on the wattage, but they run about 20% more efficiently than regular incandescent light bulbs. The spot light shape of their bulbs makes them suitable for displays.
Ceramic metal-halide lamps are currently recommended for displays. They provide a white, spotlight bright enough to illuminate displays in well-lit rooms. Furthermore, they are very cost-efficient and their bulbs last 4 to 20 times longer than incandescent bulbs. The initial purchase is expensive. They require special fixtures, their bulbs are very expensive. Care must to taken to place them in the fixtures correctly. However, the bulbs long life and cost-effiency saves money in the long run.
Ceramic Metal-halide Fact sheet #2 (www.pge.com/003_save_energy/003c_edu_train/pec/info_resource/pdf/Metal_Halide_Lamps.pdf)
Daviess County Public Library supports many activities in town with displays of library materials. This is an exhibit of Civil War materials in the library in partnership with a Civil War exhibit in a local museum.
Library staff and patrons write recommendations on the cards. I created a template card that can be printed out and photocopied.
Whenever patrons mention liking a book, staff ask patrons to write a one- or two-sentence recommendation on the card. Here are two sample recommendations. "A gut-wrenching thriller, sensational thriller! Not for the faint of heart." "I laughed so hard chocolate milk came out my nose."
The card is placed in the book with "Recommended book" written on the top of the card showing above the top of the book. Recommended books are placed on shelves in slotted endpanels. Many patrons zip into the library and go straight to these displays; quickly choose a book, check it out and zip back out to their car. When recommended books are checked out, cards are removed and kept at the circulation desk to be replaced in books are checked-in.
Below are links to more book display ideas.
Promotion of non-fiction reading (www.be.wednet.edu/Hs/library/nonfiction_promotion_ideas.htm)