After the Fire: The Destruction of BCPL

Whitaker finds disturbing memo at BCPL

As Aaron Whitaker cleaned out the office of former BCPL Director Kelly Millis' office he ran across a strange and disturbing memo detailing brainwashing strategies for staff and the public, or as BCPL called them "customers." Seems as though Millis wanted to turn the joint into Walt Disney World or a whorehouse.

Here is the memo:
Kelly told us about a program at BCPL they are implementing to shift their focus from
customer service to providing a quality customer experience. They want to be a customer-centered organization, designing quality experiences for the customers – they have across functional staff group working on it. There are four realms of experience and they want to hit all of them = education, entertainment, aesthetics, escape. April + May they will roll out brainwashing program for their staff. The program is based largely on the book, The Experience Economy, and is supplemented by Raving Fans: a Revolutionary Approach to Customer Service. Management is designing a play book to replace policies + procedures. We wondered if Kelly could be ready to offer this topic in the fall for the LAME program. He will talk to Mark Livengood and report back to the group to see if it is feasible to brainwash the staff and the public. Mark has shifted the focus of his business to Transgendered Library Partners.