"Urban Libraries Council Audio Conference ( October 25, 2005)" . . . . . . . . . . . . . "Conversation with retail expert Paco Underhill" . . . . . . . . . . "Conference papers and proceedings" . "Improving customer service by design [a conversation with retail expert Paco Underhill]" . . "Retail expert Paco Underhill presents a discussion on how public libraries can reach beyond traditional services and meet the changing needs and expectations of their patrons." .