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A modern library is much like a business in that it must provide a set of products and services to meet the changing needs and expectations of its customers in order to succeed and survive. With libraries now focusing more on their "customers," "Listening to the Customer" is a critical resource that provides effective strategies for gathering information from the client perspective in order to meet library patrons' expectations and specific information needs.

The voice-of-the-customer program described by Hernon and Matthews involves not only listening to customers, but also maintaining...

This book is the result of fourteen years research scrutinizing thousands of historical documents. Dr Matthews reveals never before seen facts regarding the earliest quartos and the first folio - even new research into the leather cover of the Bodleian first folio and how that particular copy came into the possession of the Turbutt family.

Dr Matthews has forensically dated the majority of Shakespearean plays some twenty years before earlier scholars, such as Rowe, Malone and Chambers - some plays dated as early as 1561, 1559 and 1558 - up to six years before William Shakespeare was...

Decentring Urban Governance seeks to rethink governance not as a particular state formation, but as the diverse policies emerging associated with the impact of modernist social science on policy making, considering the diverse meanings that inspire governing practices across time, space, and policy sectors in urban context.

Taking an interdisciplinary approach, the book goes beyond neoliberalism, and is interested in other webs of meaning through which actors encounter, interpret, and evaluate social science, which have received less analytical attention. All these...