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Managing first impressions

Learn to see through your customers’ eyes! This course develops skills in analysing the library’s most important spaces then taking practical steps to improve the customer experience. Learners will build simple routines to sustain high standards and control the library environment. 

Was £95.00

£80.00 per place

Pay by invoice or by Paypal, credit or debit card.

3 hours online plus 4 hours applying learning in the library. Start and stop as you like.

Every learner receives individual feedback from an Opening the Book assessor to pass the course.

Course contents


Taking time for the course
How to use the course
Learning from others
How your work is assessed

Part 1: First impressions

Part 1: First impressions
At first glance
A focus for your work
Use your senses
Picking up clues
Strong signals
Go shopping
Managing the welcome

Part 2: Go exploring

Part 2: Go exploring
Audit your space
The front door
The landing strip
Space worth thousands
Notices and leaflets
Post your photos
Visible work processes
Crates, bins and baskets

Part 3: Readers on a mission

Part 3: Readers on a mission
Working with the books
Learning from retail
Making the books look good
How people choose
The power of display
Choosing appropriate books
Recognising book covers
Effective book displays

Part 4: People in a hurry

Part 4: People in a hurry
Create a showcase
Observe your visitors
Plan your layout
Key messages
Manage your showcase
Record your results
Ask for your assessment


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