Business Report: UK Bookstore

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Business Report: UK Bookstore

  1. 1. UK Bookstore:Are They the “Official” Bookstore? Prepared for Krista Callahan-CaudillInstructor of English 203: Business Writing University of Kentucky Lexington, KY 40506 Prepared by Chris Toso 2 June 2008
  2. 2. TABLE OF CONTENTSIntroduction......................................................................................................................................1Background of the UK Bookstore....................................................................................................1 More Recent History............................................................................................................1 Follett, UK’s Manager.........................................................................................................2 Follett’s Plans for the University.........................................................................................2What Exactly is a “Bookstore?”......................................................................................................3 The UK Bookstore: Does the Title Fit the Service?............................................................3 There Are Other Options Available to Students..................................................................4 Where to Buy? There is No Question..................................................................................5Community Outreach.......................................................................................................................5 Room for Improvement .......................................................................................................6Is the UK Bookstore the Best Choice?............................................................................................6 Student Opinions.................................................................................................................6 Faculty Opinions.................................................................................................................8What Makes A Consumer Friendly Bookstore?..............................................................................8 Comparing Prices.................................................................................................................9 Store Layout.........................................................................................................................9 Customer Satisfaction..........................................................................................................9 Employee Satisfaction ......................................................................................................10Follett’s Upcoming Transformation..............................................................................................10Conclusion.....................................................................................................................................10Works Cited...................................................................................................................................12 LIST OF ILLUSTRATIONSFigure 1. Drawing of Proposed Euclid Entrance.............................................................................3Figure 2. Campus Survey: Bookstore Students Shop At Most Often..............................................7Figure 3. Campus Survey: Bookstore Students Buy Their Books At Most Often..........................7Figure 4. Campus Survey: Bookstore Students Sell Their Books To Most Often..........................8Table 1. UK Bookstore Employees’ Satisfaction..........................................................................10Table 2. Wildcat Textbook’s Employees’ Satisfaction..................................................................10
  3. 3. APPENDIX (Not Included in Sample)Appendix A: Interviews................................................................................................................A1 Questions for the University of Kentucky’s Official Bookstore (E-mail)........................A2 Questions for Wildcat Textbook’s Manager (Personal)...................................................A3 Telephone Interview with Amanda Young.......................................................................A4Appendix B: Surveys....................................................................................................................B1 Campus Survey.................................................................................................................B2 Faculty Survey..................................................................................................................B3 Worker’s Survey (UK Bookstore)....................................................................................B4 Worker’s Survey (Wildcat Textbooks).............................................................................B5Appendix C: Higher Order Concerns: Peer Review Exercise......................................................C1 Reviewer: Sisi Bright........................................................................................................C2 Reviewer: Brierly Clapp...................................................................................................C4 Reviewer: Lauren Otey.....................................................................................................C6 Reviewer: Chris Toso.......................................................................................................C8Appendix D: Edited Drafts...........................................................................................................D1 Chris Toso’s Revised Draft..............................................................................................D2 Lauren Otey’s Revised Draft............................................................................................D5 Group Draft: Sisi Bright and Brierly Clapp’s Revised.....................................................D7
  4. 4. INTRODUCTIONThis business report analyzes the effectiveness of the University of Kentucky’s Bookstore and itsrelations with students, faculty, and visitors. It describes what the store does favorably alongwith the aspects in which the store suffers. There are several issues that are observed in order toevaluate its efficiency. These issues include: the organization’s priorities, differences betweenits business and others in the local area, what it is respected for, any controversies it has beeninvolved in, and what people like and dislike about their company. It is obvious as to whichaspects make a bookstore grow and reach out to a community and which features actually hinderit.Given the stores name and location the UK Bookstore should be the official bookstore of theUniversity of Kentucky; however, this is not the case. This is because on the University’scampus there are a few bookstores other than UK’s. Students can shop at Kennedy Bookstore,Wildcat Textbooks, E-Campus, and sometimes even at the Bluegrass Community and TechnicalCollege. Students can also shop online at places like Amazon.com. When comparing the officialUK Bookstore with the other bookstores around campus, it is apparent as to why students andfaculty shop at the bookstores they do.First examined is the history of the UK Bookstore. The second major topic defines what abookstore is and how the University’s matches up. Described next is how they reach out to thecommunity and how their efforts can be improved. The following section compares thecharacteristics of a business to evaluate the various bookstores around UK’s campus. Surveysand research provide a solid source of evidence that supports the accusations later to be made.The report concludes with some insight on how they can improve their relations with thecampus. BACKGROUND OF THE UK BOOKSTOREFor many years, the University has had a bookstore for its students. For a long period of time,though, there has been little information recoded about it. The first document regarding itshistory is titled, “The Administration Building: A History.” It was written by Frank Stanger, aUK Reference Archivist. The article is about UK’s Main Building, which had componentsadded to it in 1918. Two of these additions were a post office and a bookstore. After sevenyears of operation both accompaniments were removed from the Main Building (par. 6). After1925 the bookstore vanished from the records for many years.More Recent HistoryIt was not until the bookstore was moved to the Student Center in 1959 that it was re-accountedfor. Information from a UK News article states:
  5. 5. Located in the Student Center addition for 25 years, the bookstore was at first self-operated by UK staff, Follett then managed it under contract from July 1, 1984, until June 30, 1996, when Wallace’s Book Stores assumed operations. Kennedy Book Store has managed the UK Bookstore since July 1, 2001. (“Follett Awarded,” par. 5)Kennedy Bookstore lost management of the UK Bookstore on July 1, 2007. In an interview withthe Assistant Director of UK’s Auxiliary Services, Ms. Monica Stoch gave some notablefeedback. She is responsible for making sure that the UK Bookstore maintains a goodrelationship with the University. In the interview she recorded, “Follett Higher Education Groupcurrently manages the UK Bookstore, effective July, 2007” (Stoch). The UK News article,“Follett Awarded Contract to Operate UK Bookstore,” explains that “Follett was awarded a 10-year contract with an option for one five-year renewal after a Purchasing Office Request forProposal (RFP) process that was required by state law upon the expiration of the currentagreement with Kennedy Book Store” (par. 2). Ms. Stoch continued to answer more questions.Contrary to what many are told, she wrote that, Kennedy’s and Wildcat Textbooks currently arenot associated with the UK Bookstore (Stoch).Follett, UK’s ManagerWith Follett as a supplier and manager of the UK Bookstore, it is important to recognize theircompany’s history, mission, and values. Their web page outlines their business philosophyconcisely. In 1873, the company was started by Charles Follett. His first bookstore was openedin Wheaton, Illinois. Now his business has grown into the greatest educational bookseller inAmerica. Their company’s vision is, “To help all stores become world class, academicretailers.” Their mission is, “To support higher education by being the preeminent provider ofacademic and collegiate products and services” (“About Us: Present,” par 2-3). More companyconcepts that have driven them to success are that they strive for their products to be in stock andon time. Follett also wants to maintain the largest inventory of used textbooks available. Theyclaim that they will be powerful in the buyback process. This 1.5 billion enterprise will buy backadopted books for up to 50 percent of the selling price from the previous semester (“FollettAwarded”, par. 9).Follett’s Plans for the UniversityFollett has major plans for the UK Bookstore that are still in progress. For example, they arecurrently proposing a new structural design for the store. If accepted, its new entrance will befacing Euclid Avenue (See Figure 1). In addition, the proposal would add an extra 10,000 squarefeet to the store. Follett also plans to offer later operating hours and more events such asconcerts, book signings, discussions, and book readings. Presently, Follett has given UKstudents some convenience by making it possible for them to have their books ordered andreserved online (“Follett Awarded,” par. 7). President of Follett Higher Education Group,Thomas Christopher said, “We will use all of our resources to provide the UK campus with a
  6. 6. bookstore in which everyone can take great pride” (“Follett Award,” par. 6). Follett is proud tooperate the UK Bookstore. Figure 1. Drawing of Proposed Euclid Entrance. Source: “Follett Awarded.” WHAT EXACTLY IS A “BOOKSTORE”?The definition of the word “bookstore,” taken from the third edition of the American HeritageDictionary, simply states, “a retail store that sells books.” In the past, bookstores were concretebusinesses that one traveled to in order to purchase a book of any merit. Currently, we arelooking at bookstores that are available in their physical state as well as those on-line. Books nolonger have to be purchased at an actual physical location. Even though these options areavailable, people still think of places like Borders, Barnes & Nobles, and even Waldenbooks asthe prototype bookstore. At places such as these, customers can walk in and see a plethora oftitles from a variety of books. So when one thinks of a college bookstore, what comes to mind?What should come to mind? Many believe it should contain more than books. A collegebookstore is a place where books are sold as well as university embellished apparel, schoolsupplies, and a number of other items. Just because a college bookstore has the word college infront of it does not mean that it should stray away from its basic meaning; a store that sellsbooks, and not just any kind of book, textbooks to be exact. Through examining this definition,individuals should be able to determine if a bookstore meets the demands of each patron byproviding the service of books.The UK Bookstore: Does the Title Fit the Service?Taking the definition and applying it to the University’s bookstore, does it uphold its genuinepurpose? UK’s bookstore has been a part of the University since 1918 (“Follett Awarded,” par.5). The UK Bookstore has been conveniently located in the Student Center addition for 25 years(Stoch). Being that this bookstore has been around for a number of years and shares the name ofthe University, it is easy to assume that most students purchase their textbooks at this bookstore.Follett prides itself on the layout of their stores. They feel as though they know exactly how to
  7. 7. use the space provided to create a store that will run efficiently, add aesthetic qualities to theUniversity, and make students want to come to the bookstore (“Store Layout,” par. 1). However,this has not been proven to be true. When a customer walks into the UK Bookstore they arebombarded with a variety of merchandise ranging from UK apparel, novels, drinks, and snacks.Not until they travel further into the back of the store are the textbooks visible. With a companythat carries more than 100,000 titles and over 2 million used textbooks, why does it seem as ifthe UK Bookstore’s main focus is selling apparel as opposed to books (“Academic Materials,”par. 5)? This brings up the question as to whether it upholds the true merit of its purpose, whichis to make textbooks convenient for purchase by the University students.Having to search for the textbooks’ location is not the full problem. Once found, many studentsimmediately turn and walk out of the door due to the high prices. If Follett has as many usedtextbooks as they claim, why are the prices so high? One would not mind to pay a higher price ifthe quality of the books was higher and the buyback of the textbook was truly guaranteed.Students want to shop at a bookstore that will buy back their textbooks for the highest price.Follett says that they buy back books at 50 % of purchase price and purchase non-adopted booksat the current market price (“Academic Materials,” par. 6). Even though this is what they claim,the UK Bookstore is not known to purchase books back at fair prices. Actually, it is known topay the smallest amount back. Frequently, it is better for a student to sell the book on their ownthan try to sell it back to the bookstore. The textbooks at the UK Bookstore are overpriced and itseems as though there is no emphasis on textbooks at all. The convenient location alone is notenough to influence students to purchase their books there. Therefore, does the UK Bookstore fitthe definition of a retail store that sells books? The UK Bookstore mildly fits this definition,which spurs customers to consider other options that are close to the campus too.There are Other Options Available to StudentsOne option that students can consider is located only a few blocks away from the UK Bookstore.Wildcat Textbooks main focus is textbooks. When a customer walks into Wildcat Textbooks,the first thing that stands out is the big counter in the back where textbooks are exchanged. Afew apparel items are positioned in front of the store as you make your way to the back, but noneof these items over shadow the textbook counter. In an interview with David Wade, manager ofWildcat Textbooks, he said the reason for the layout of the store is because of the small amountof space available to work with. He goes on further to say that he feel as though Wildcat’s mainfocus is on textbooks with this being shown by the minimal amount of apparel, school suppliesand other items that they sell. By having the textbooks in the back of the store it makes thestore’s customer service very well perceived (Wade).Considering what Wade said, it is obvious that Wildcat Textbooks puts the customer first in itslayout and not just the aesthetics to the store. Where Follett prides itself on its layout, WildcatTextbooks prides itself on its customer service. Also, when looking at the definition of abookstore (a retail store which sells books) it can be said that Wildcat Textbooks is a place wherestudents can find textbooks. Even though both UK’s Bookstore and Wildcat Textbooks put thetextbooks in the back of the store, Wildcat places them in that position to provide more space forcustomers and rooms for more books. It appears that the UK Bookstore puts them in the back to
  8. 8. maximize the apparel that is being sold. This again makes one wonder the purpose of thebookstore on the campus. Having lower prices, great customer service, and a main focus ontextbooks, it is no wonder why students choose Wildcat Textbooks over the UK Bookstoreregardless of the location.Where to Buy? There is No QuestionFrom the information gathered during our surveys, only 1 person out of the 10 interviewed saidthey shopped at the UK Bookstore. One would think that because of the location and name,more students would shop at the UK Bookstore, but the opposite is true. Due to the high pricesof textbooks and less money when selling books back, students are shopping at places other thanthe UK Bookstore. What Follett has on paper and how they actually operate does not seem tomatch. When reading their website it seems as though the UK Bookstore would be the numberone choice for students to buy and sell textbooks. If the UK Bookstore were to fulfill what itsays it does on its website, students would most likely make it their first choice. Until thathappens, the other bookstores on campus (Wildcat Textbooks, Kennedy Textbooks, and E-Campus) will continue to be chosen by students. Even though a bookstore by definition is aretail business that sells books, a college bookstore is more than just that. The emphasis needs tobe more on textbooks and the students rather than other items. COMMUNITY OUTREACHThe UK Bookstore is managed by Follett Higher Education Group. In association with UK’sbookstore, Follett not only contributes to the local community, but also on a worldwide basis.Follett operates 761 bookstores (“Follett Awarded,” par. 3). They influence the education ofpeople in all 50 states and in over 60 countries (“Overview,” par. 1-2). Many of Follett’sresources are the bookstores under their management, which are involved in aiding children inhigher education.“The UK Bookstore provides scholarships for UK students. In addition, the UK Bookstorefrequently donates merchandise to student groups, campus departments, various campus events,and charities” (Stoch). They do a good job of helping the community. They even assist theUniversity by providing athletes their books for each semester. For example, when walking oncampus during the beginning of the summer, the UK Bookstore held a book drive. Studentscould donate their old books which were no longer used by the University. This keeps goodtextbooks from going to waste and brings the students together for a great cause. Follett has onlybeen managing the UK Bookstore since July 1 of 2007 (“Follett Awarded,” par. 1). Even thoughthis is true, as a whole they have been strengthening education for 128 years (“Overview,” par.3).Follett assists the UK Bookstore by constantly helping different organizations not only aroundLexington, but throughout Kentucky. For instance, the UK Bookstore recently donated manyitems to a high school in Louisville for their annual senior event after graduation, called Project
  9. 9. Graduation. Throughout the year, parents in charge of this event go to various businesses to askfor donations to raffle off that night. Many companies are not willing to volunteer, but the UKBookstore was not one of these. They donated t-shirts, hooded sweatshirts, necklaces, photoalbums, and many more items. Additionally, textbooks are donated to progressing countries inAsia and South America (“Community,” par. 2). Follett Library Resources (FLR) is the nationsleading wholesaler of educational materials to K-12 schools. Their customers include K-12school libraries, classrooms, and districts. FLR is committed to giving their customers completesatisfaction in the products they purchase and the services they receive. They continue theircommunity outreach by employing over 850 people (“Overview,” par. 4-5).Room for ImprovementThe UK Bookstore puts forth a great effort in helping the community, but still has room forimprovement. One of the main complaints by students is that the prices are too high. The pricesfor textbooks, clothing, school supplies, and other items can be found elsewhere for cheaper. Ifthere is going to be a “University” bookstore, it should be consumer friendly to those attendingthe University. If fear of losing revenue is stopping Follett from lowering their prices, then theyshould think about all of the potential customers being lost due to these high prices. Beforebeing named manager, Follett promised significant savings for UK students (“Follett Awarded,”par. 7). One way this would be done, they said, would be by acquiring more used books. Thiswould provide significant savings for the customer; however, the prices did not seem to decrease.Follett is still new in their management of the UK Bookstore, so further improvements may takesome time. IS THE UK BOOKSTORE THE BEST CHOICE?When reading and reviewing information about the UK Bookstore, it seems as if their prioritiesare set straight. Once again, their mission statement is, “To support higher education by beingthe preeminent provider of academic and collegiate products and services” (“About Us: Present,”par. 3). It is apparent that they fulfill this duty. They are located conveniently on campus for allstudents, faculty, and visitors. The UK Bookstore helps support higher education byadministering textbooks to those students with certain scholarships (such as athletes). Comparedto the other bookstores around campus, the official UK Bookstore has the largest variety ofproducts to offer. When a customer first enters the store, it is obvious that there is a hugeselection of t-shirts, sweatshirts, sweatpants, hats, school supplies, etc. The only questionstudents might have is, ‘but where are the books?’ If it is the official UK Bookstore, thetextbooks should be obvious and easy to find.Student OpinionsComparing the official UK Bookstore with the other bookstores around campus, it becomesevident that UK’s bookstore does not truthfully live up to their priorities. This bookstore should
  10. 10. be the first place that students go when buying and selling their textbooks, but this rarely occurs.Even when buying apparel, many students choose other bookstores to buy from. When taking arandom survey of students walking on campus, only 1 of 10 students said they usually shop atthe UK Bookstore. From the same surveys, it was obvious to conclude that only 1 of 10 studentssaid they usually buy their books from the UK Bookstore. Follett states that their “guaranteedpricing assures the greatest financial return” when a student sells a book back to the UKBookstore (“Community,” par. 3). Surprisingly, none of the students in the campus survey saidthey sell their books to the UK Bookstore (See Appendix). Realistically, though, they are notfaithful regarding their promise to students. Figure 2. Campus Survey: Bookstore Students Shop At Mosts Often 10% Kennedy Bookstore 20% 40% Wildcat Textbooks E-Campus UK Bookstore 30% Source: Student, Faculty, and Employee Surveys. Figure 3. Campus Survey: Bookstore Students Buy Their Books At Most Often 10% Wildcat Textbooks 20% 40% Kennedy Bookstore E-Campus UK Bookstore 30% Source: Student, Faculty, and Employee Surveys.
  11. 11. Figure 4. Campus Survey: Bookstore Students Sell Their Books To Most Often 20% Wildcat Textbooks 50% E-Campus Kennedy Bookstore 30% Source: Student, Faculty, and Employee Surveys.Faculty OpinionsFrom the results found in the faculty surveys, it is apparent that faculty members do not usuallyshop at the UK Bookstore either. According to the surveys, none of the 5 faculty members saidthey typically shop at the University’s bookstore. When reviewing these same surveys, reasonsfor not shopping at the UK Bookstore are mainly due to prices and lack of advertising. If anyoneat the University should be shopping at the UK Bookstore, it should be the faculty members. Iffaculty members and another employees at UK could encourage shopping at the main bookstore,along with more advertisement, it is possible that the UK Bookstore could become the mostpopular bookstore on campus. WHAT MAKES A CONSUMER FRIENDLY BOOKSTORE?There are numerous traits of a business that makes it different from others of its type. Forbookstores, in particular, some of these characteristics are quality, reliability, store layout, price,and customer service. Looking at all of the bookstores around campus, the quality of the itemsthey sell are, for the most part, are the same. For instance, each bookstore sells apparel that ismainly from the same companies, such as Russell, Champion, JanSport, etc. The same is truewith school supplies, coming from companies such as WilsonJones, BiC, Post-It, etc.Additionally, teachers clarify what textbook companies they are going to use for their specificclasses. Therefore, the reliability of the products each bookstore sells is similar in almost allways.
  12. 12. Comparing PricesIt is not until one closely views the prices, store layout, and customer service at each bookstorethat they realize discrepancies. First, it is safe to say that the prices at the UK Bookstore are,overall, higher for most items when compared to the other bookstores around campus. A screen-printed, hooded sweatshirt at the UK Bookstore is $46.00. An almost identical hoodedsweatshirt at Wildcat Textbooks is $32.99. For UK’s first summer session for 2008, a usedAccounting 201 book is $132.00 at the UK Bookstore and $39.95 at Wildcat Textbooks. For thesame summer session at UK, a used Economics 201 book is $90.00 at the UK Bookstore andonly $31.75 at Wildcat Textbooks. This makes it obvious as to why faculty and students at theUniversity of Kentucky tend to shop at other bookstores around campus rather than the officialUK Bookstore.Store LayoutAdditionally, the layout of each store is a factor that coincides with reasons for why faculty andstudents shop at the bookstore they do. When a customer first approaches the UK Bookstore, allthat is to be seen is the wide variety of apparel that overtakes almost the entire store. Thetextbooks are pushed to the very back of the store. At Wildcat Textbooks, when someone firstwalks in there are a few t-shirts, sweatshirts, and school supplies, but the main focus is thetextbook counter. These features could explain why most students buy and sell their books atother bookstores, but often go to the UK Bookstore for other things.Customer SatisfactionLastly, customer service seems to be a major issue that sways customer’s opinions. For instance,at the UK Bookstore students have to find their way to the very back of the store and then haveto look for the books themselves. At some of the other bookstores, such as Wildcat Textbooks,the book counter is visible as soon as students walk in and the workers are there to retrieve thebooks for each student. When surveying one student on campus, they revealed a rather commonexample of this. Amanda Young, a junior at the University of Kentucky, explained that she isone of many that have not had such a pleasant experience at the UK Bookstore. “I simply wentin looking for a book and came out not only without a book but assured that I would never beback,” Amanda explained. She then went on to say that when she asked for help in finding thebook she needed at the UK Bookstore, the worker looked up at her from reading her magazine,rolled her eyes, and sighed. The employee then asked, “Can you not read the cards that clearlysay your class and section number?” Amanda said she was in shock and, after a brief pause,politely told the worker that some of the books were out of order and she needed help. It endedup that someone had placed a few books in the wrong spot and there was an English book abovethe card for the math class Amanda was looking for. The worker obviously felt bad but did nothave the audacity to even apologize for being so rude. This is perfect justification as to whycustomers shop at the other bookstores around campus rather than the UK Bookstore.
  13. 13. Employee SatisfactionIt was very interesting when reviewing the results of the worker’s surveys from the UKBookstore and Wildcat Textbooks. When asked how satisfied they were with their job (on ascale from 1 to 10), the worker’s at the UK Bookstore gave an average of score of 8 (See Table1). The workers at Wildcat Textbooks all scored their satisfaction as a 10, with a few employeeseven giving a 10+ (See Table 2). It is possible that the UK Bookstore’s employees are not aspolite and helpful because they are not as pleased with their job. Additionally, from personalexperiences, some of us feel as if the managers at the UK Bookstore are not as courteous to theircustomers. If the managers are not going to consistently provide a good example, then thecustomers cannot expect the other employees to do so.Table 1. UK Bookstore Employees’ Satisfaction. Employee #1 Employee #2 Employee #3 Employee #4 Employee #5 7 10 8.5 8 6.5Source: Student, Faculty, and Employee Surveys.Table 2. Wildcat Textbook’s Employees’ Satisfaction. Employee #1 Employee #2 Employee #3 Employee #4 Employee #5 10+ 10 10+ 10 10Source: Student, Faculty, and Employee Surveys. FOLLETT’S UPCOMING TRANSFORMATIONIn a 2007 UK News article, it is stated that “Major structural renovations to the University ofKentucky Bookstore, sweeping modifications to services, and expanded resources of moreaffordable used textbooks are in store as Follett Higher Education Group assumes managementof the Student Center facility on July 1, 2007” (“Follett Awarded,” par. 1). If thesetransformations are really made, then the UK Bookstore could possibly become the mainbookstore for students, faculty, and visitors. Is this realistic, though? Follett has managed UK’sbookstore for almost a year now and most of these renovations have still not happened. Theirservices have not been modified in a noticeable way to the customers and textbooks are still notmore affordable compared to the other bookstores around campus. The only change that is beingmade is the structural renovations that are in progress. Hopefully, these plans will develop in thefuture to make the UK Bookstore the number one bookstore at this University. CONCLUSIONThe UK Bookstore has slowly fallen from a common favorite among the bookstores on campus.With their convenient location, the University’s official bookstore should be the main provider toall students, faculty, and visitors. As they have switched suppliers so frequently, it isunderstandable that they have trouble maintaining their status as the premier provider to UK’s
  14. 14. campus. Now that they have signed a new ten year contract with Follett, they have plenty ofroom to improve. This is their opportunity. Their goals are specific and promising. All that ismissing is their execution.
  15. 15. Works Cited“About Us: Present.” Follett Higher Education Group. 2008. Follett. 22 May 2008. <http://www.bookstorejobs.com/aboutus/present.cfm>."Bookstore." American Heritage Dictionary. 3rd ed. 1996.“Bookstore Management: Academic Materials.” Follett Higher Education Group. 2008. 23 May 2008. <http://www.bookstorejobs.com/retail/materials_intro.cfm>.“Bookstore Management: Community.” Follett Higher Education Group. 2008. Follett. 28 May 2008. <http://www.fheg.follett.com/retail/community.cfm>.“Bookstore Management: Store Design.” Follett Higher Education Group. 2008. 23 May 2008 <http://www.bookstorejobs.com/retail/storeDesign_intro.cfm>.“Bookstore Services: Buyback Services.” Follett Higher Education Group. 2008. Follett. 22 May 2008. <http://www.bookstorejobs.com/wholesale/buyback.cfm>.“Follett Awarded Contract to Operate UK Bookstore.” University of Kentucky News. 9 April 2007. University of Kentucky. 25 May 2008. <http://news.uky.edu/news/ displayarticle.php?category=0&artid=2163&type=3>.“Overview.” Follett Corporation. 2007. Follett. 26 May 2008.<http://company.monster.com/ follettcorp/>.Stanger, Frank. “The Administration Building: A History.” Special Collections and Digital Programs. 27 Sept. 2007. University of Kentucky. 23 May 2008. <http://www.uky.edu/ Libraries/ libpage.php?lweb_id=338&llib_id=13>.Stoch, Monica. E-mail interview. 20 May 2008.Student, Faculty, and Employee Surveys. 21 May 2008.Wade, David. Personal Interview. 22 May 2008.Young, Amanda. Telephone interview. 25 May 2008.

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