Realityland by David Koenig

An expose of the long history of Walt Disney World in Florida. It was both fascinating and hilarious at times. AND there were many nuggets about planning, organizations and a guest-centered focus. Here are the passages I highlighted in relation to libraries:

“Not long before opening, Operation also considered not allowing the hotels to have their own parking lots….[the managers of the project got together] to compile a list of reasons why off-site parking would fail–guest services reasons, arguments that Operations could understand.”

Sometimes, looking at the negative impact on guests (users) of a new policy might sway admin decision making.

I’ve long advocated for managers and library administration to dive in to the trenches as needed. I think directors and managers should be able to staff desks anywhere in their buildings. I was happy to read this:

“In busy periods the salaried folks would fill shifts stocking store shelves or flipping hamburgers next to hourlies. In addition to providing much-needed manpower such cross-utilization reminded everyone that they were all part of the same team. And that every role was equally valuable in creating magic for guests. Cast members would also be regularly transferred to different departments or attractions to keep things fresh.”

And finally this gem:

“Disney didn’t like messages or signs that made guests uncomfortable, such as “don’t touch” or “You break it, you buy it.”