UK Bookstore:

Are They the “Official” Bookstore?

Prepared for

Krista Callahan-CaudillInstructor of English 203: Business Writing

University of KentuckyLexington, KY 40506

Prepared by

Chris Toso

2 June 2008

TABLE OF CONTENTS

Introduction......................................................................................................................................1

Background of the UK Bookstore....................................................................................................1More Recent History............................................................................................................1Follett, UK’s Manager.........................................................................................................2Follett’s Plans for the University.........................................................................................2

What Exactly is a “Bookstore?”......................................................................................................3The UK Bookstore: Does the Title Fit the Service?............................................................3There Are Other Options Available to Students..................................................................4Where to Buy? There is No Question..................................................................................5

Community Outreach.......................................................................................................................5Room for Improvement .......................................................................................................6

Is the UK Bookstore the Best Choice?............................................................................................6Student Opinions.................................................................................................................6Faculty Opinions.................................................................................................................8

What Makes A Consumer Friendly Bookstore?..............................................................................8Comparing Prices.................................................................................................................9Store Layout.........................................................................................................................9Customer Satisfaction..........................................................................................................9Employee Satisfaction ......................................................................................................10

Follett’s Upcoming Transformation..............................................................................................10

Conclusion.....................................................................................................................................10

Works Cited...................................................................................................................................12

LIST OF ILLUSTRATIONS

Figure 1. Drawing of Proposed Euclid Entrance.............................................................................3

Figure 2. Campus Survey: Bookstore Students Shop At Most Often..............................................7

Figure 3. Campus Survey: Bookstore Students Buy Their Books At Most Often..........................7

Figure 4. Campus Survey: Bookstore Students Sell Their Books To Most Often..........................8

Table 1. UK Bookstore Employees’ Satisfaction..........................................................................10

Table 2. Wildcat Textbook’s Employees’ Satisfaction..................................................................10

APPENDIX(Not Included in Sample)

Appendix A: Interviews................................................................................................................A1Questions for the University of Kentucky’s Official Bookstore (E-mail)........................A2Questions for Wildcat Textbook’s Manager (Personal)...................................................A3Telephone Interview with Amanda Young.......................................................................A4

Appendix B: Surveys....................................................................................................................B1Campus Survey.................................................................................................................B2Faculty Survey..................................................................................................................B3Worker’s Survey (UK Bookstore)....................................................................................B4Worker’s Survey (Wildcat Textbooks).............................................................................B5

Appendix C: Higher Order Concerns: Peer Review Exercise......................................................C1Reviewer: Sisi Bright........................................................................................................C2Reviewer: Brierly Clapp...................................................................................................C4Reviewer: Lauren Otey.....................................................................................................C6Reviewer: Chris Toso.......................................................................................................C8

Appendix D: Edited Drafts...........................................................................................................D1Chris Toso’s Revised Draft..............................................................................................D2Lauren Otey’s Revised Draft............................................................................................D5Group Draft: Sisi Bright and Brierly Clapp’s Revised.....................................................D7

INTRODUCTION

This business report analyzes the effectiveness of the University of Kentucky’s Bookstore and its relations with students, faculty, and visitors. It describes what the store does favorably along with the aspects in which the store suffers. There are several issues that are observed in order to evaluate its efficiency. These issues include: the organization’s priorities, differences between its business and others in the local area, what it is respected for, any controversies it has been involved in, and what people like and dislike about their company. It is obvious as to which aspects make a bookstore grow and reach out to a community and which features actually hinder it.

Given the stores name and location the UK Bookstore should be the official bookstore of the University of Kentucky; however, this is not the case. This is because on the University’s campus 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 Technical College. Students can also shop online at places like Amazon.com. When comparing the official UK Bookstore with the other bookstores around campus, it is apparent as to why students and faculty shop at the bookstores they do.

First examined is the history of the UK Bookstore. The second major topic defines what a bookstore is and how the University’s matches up. Described next is how they reach out to the community and how their efforts can be improved. The following section compares the characteristics of a business to evaluate the various bookstores around UK’s campus. Surveys and 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 the campus.

BACKGROUND OF THE UK BOOKSTORE

For 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 its history is titled, “The Administration Building: A History.” It was written by Frank Stanger, a UK Reference Archivist. The article is about UK’s Main Building, which had components added to it in 1918. Two of these additions were a post office and a bookstore. After seven years of operation both accompaniments were removed from the Main Building (par. 6). After 1925 the bookstore vanished from the records for many years.

More Recent History

It was not until the bookstore was moved to the Student Center in 1959 that it was re-accounted for. Information from a UK News article states:

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 with the Assistant Director of UK’s Auxiliary Services, Ms. Monica Stoch gave some notable feedback. She is responsible for making sure that the UK Bookstore maintains a good relationship with the University. In the interview she recorded, “Follett Higher Education Group currently 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 for Proposal (RFP) process that was required by state law upon the expiration of the current agreement 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 are not associated with the UK Bookstore (Stoch).

Follett, UK’s Manager

With Follett as a supplier and manager of the UK Bookstore, it is important to recognize their company’s history, mission, and values. Their web page outlines their business philosophy concisely. In 1873, the company was started by Charles Follett. His first bookstore was opened in Wheaton, Illinois. Now his business has grown into the greatest educational bookseller in America. Their company’s vision is, “To help all stores become world class, academic retailers.” Their mission is, “To support higher education by being the preeminent provider of academic and collegiate products and services” (“About Us: Present,” par 2-3). More company concepts that have driven them to success are that they strive for their products to be in stock and on time. Follett also wants to maintain the largest inventory of used textbooks available. They claim that they will be powerful in the buyback process. This 1.5 billion enterprise will buy back adopted books for up to 50 percent of the selling price from the previous semester (“Follett Awarded”, par. 9).

Follett’s Plans for the University

Follett has major plans for the UK Bookstore that are still in progress. For example, they are currently proposing a new structural design for the store. If accepted, its new entrance will be facing Euclid Avenue (See Figure 1). In addition, the proposal would add an extra 10,000 square feet to the store. Follett also plans to offer later operating hours and more events such as concerts, book signings, discussions, and book readings. Presently, Follett has given UK students some convenience by making it possible for them to have their books ordered and reserved 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

bookstore in which everyone can take great pride” (“Follett Award,” par. 6). Follett is proud to operate 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 Heritage Dictionary, simply states, “a retail store that sells books.” In the past, bookstores were concrete businesses that one traveled to in order to purchase a book of any merit. Currently, we are looking at bookstores that are available in their physical state as well as those on-line. Books no longer have to be purchased at an actual physical location. Even though these options are available, people still think of places like Borders, Barnes & Nobles, and even Waldenbooks as the prototype bookstore. At places such as these, customers can walk in and see a plethora of titles 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 college bookstore is a place where books are sold as well as university embellished apparel, school supplies, and a number of other items. Just because a college bookstore has the word college in front of it does not mean that it should stray away from its basic meaning; a store that sells books, 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 by providing 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 genuine purpose? 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 of the 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

use the space provided to create a store that will run efficiently, add aesthetic qualities to the University, 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 are bombarded 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 company that carries more than 100,000 titles and over 2 million used textbooks, why does it seem as if the 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, which is 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 students immediately turn and walk out of the door due to the high prices. If Follett has as many used textbooks as they claim, why are the prices so high? One would not mind to pay a higher price if the 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 books at 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 to pay the smallest amount back. Frequently, it is better for a student to sell the book on their own than try to sell it back to the bookstore. The textbooks at the UK Bookstore are overpriced and it seems as though there is no emphasis on textbooks at all. The convenient location alone is not enough to influence students to purchase their books there. Therefore, does the UK Bookstore fit the 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 Students

One 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. A few apparel items are positioned in front of the store as you make your way to the back, but none of these items over shadow the textbook counter. In an interview with David Wade, manager of Wildcat Textbooks, he said the reason for the layout of the store is because of the small amount of space available to work with. He goes on further to say that he feel as though Wildcat’s main focus is on textbooks with this being shown by the minimal amount of apparel, school supplies and other items that they sell. By having the textbooks in the back of the store it makes the store’s customer service very well perceived (Wade). Considering what Wade said, it is obvious that Wildcat Textbooks puts the customer first in its layout and not just the aesthetics to the store. Where Follett prides itself on its layout, Wildcat Textbooks prides itself on its customer service. Also, when looking at the definition of a bookstore (a retail store which sells books) it can be said that Wildcat Textbooks is a place where students can find textbooks. Even though both UK’s Bookstore and Wildcat Textbooks put the textbooks in the back of the store, Wildcat places them in that position to provide more space for customers and rooms for more books. It appears that the UK Bookstore puts them in the back to

maximize the apparel that is being sold. This again makes one wonder the purpose of the bookstore on the campus. Having lower prices, great customer service, and a main focus on textbooks, it is no wonder why students choose Wildcat Textbooks over the UK Bookstore regardless of the location.

Where to Buy? There is No Question

From the information gathered during our surveys, only 1 person out of the 10 interviewed said they 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 prices of textbooks and less money when selling books back, students are shopping at places other than the UK Bookstore. What Follett has on paper and how they actually operate does not seem to match. When reading their website it seems as though the UK Bookstore would be the number one choice for students to buy and sell textbooks. If the UK Bookstore were to fulfill what it says it does on its website, students would most likely make it their first choice. Until that happens, 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 a retail business that sells books, a college bookstore is more than just that. The emphasis needs to be more on textbooks and the students rather than other items.

COMMUNITY OUTREACH

The UK Bookstore is managed by Follett Higher Education Group. In association with UK’s bookstore, 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 of people in all 50 states and in over 60 countries (“Overview,” par. 1-2). Many of Follett’s resources are the bookstores under their management, which are involved in aiding children in higher education.

“The UK Bookstore provides scholarships for UK students. In addition, the UK Bookstore frequently 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 the University by providing athletes their books for each semester. For example, when walking on campus during the beginning of the summer, the UK Bookstore held a book drive. Students could donate their old books which were no longer used by the University. This keeps good textbooks from going to waste and brings the students together for a great cause. Follett has only been managing the UK Bookstore since July 1 of 2007 (“Follett Awarded,” par. 1). Even though this 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 around Lexington, but throughout Kentucky.  For instance, the UK Bookstore recently donated many items to a high school in Louisville for their annual senior event after graduation, called Project

Graduation.  Throughout the year, parents in charge of this event go to various businesses to ask for donations to raffle off that night.  Many companies are not willing to volunteer, but the UK Bookstore was not one of these.  They donated t-shirts, hooded sweatshirts, necklaces, photo albums, and many more items.  Additionally, textbooks are donated to progressing countries in Asia and South America (“Community,” par. 2). Follett Library Resources (FLR) is the nation's leading wholesaler of educational materials to K-12 schools. Their customers include K-12 school libraries, classrooms, and districts. FLR is committed to giving their customers complete satisfaction in the products they purchase and the services they receive. They continue their community outreach by employing over 850 people (“Overview,” par. 4-5).

Room for Improvement

The UK Bookstore puts forth a great effort in helping the community, but still has room for improvement. One of the main complaints by students is that the prices are too high. The prices for textbooks, clothing, school supplies, and other items can be found elsewhere for cheaper. If there is going to be a “University” bookstore, it should be consumer friendly to those attending the University. If fear of losing revenue is stopping Follett from lowering their prices, then they should think about all of the potential customers being lost due to these high prices. Before being 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. This would 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 take some time.

IS THE UK BOOKSTORE THE BEST CHOICE?

When reading and reviewing information about the UK Bookstore, it seems as if their priorities are set straight. Once again, their mission statement is, “To support higher education by being the 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 all students, faculty, and visitors. The UK Bookstore helps support higher education by administering textbooks to those students with certain scholarships (such as athletes). Compared to the other bookstores around campus, the official UK Bookstore has the largest variety of products to offer. When a customer first enters the store, it is obvious that there is a huge selection of t-shirts, sweatshirts, sweatpants, hats, school supplies, etc. The only question students might have is, ‘but where are the books?’ If it is the official UK Bookstore, the textbooks should be obvious and easy to find.

Student Opinions

Comparing the official UK Bookstore with the other bookstores around campus, it becomes evident that UK’s bookstore does not truthfully live up to their priorities. This bookstore should

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 a random survey of students walking on campus, only 1 of 10 students said they usually shop at the UK Bookstore. From the same surveys, it was obvious to conclude that only 1 of 10 students said they usually buy their books from the UK Bookstore. Follett states that their “guaranteed pricing assures the greatest financial return” when a student sells a book back to the UK Bookstore (“Community,” par. 3). Surprisingly, none of the students in the campus survey said they sell their books to the UK Bookstore (See Appendix). Realistically, though, they are not faithful regarding their promise to students.

Figure 2.

Campus Survey: Bookstore Students Shop At Mosts Often

40%

30%

20%

10%

Kennedy Bookstore

Wildcat Textbooks

E-Campus

UK Bookstore

Source: Student, Faculty, and Employee Surveys.

Figure 3.

Campus Survey: Bookstore Students Buy Their Books At Most Often

30%

20%

10%

40%Wildcat Textbooks

Kennedy Bookstore

E-Campus

UK Bookstore

Source: Student, Faculty, and Employee Surveys.

Figure 4.

Campus Survey: Bookstore Students Sell Their Books To Most Often

30%

20%

50%Wildcat Textbooks

E-Campus

Kennedy Bookstore

Source: Student, Faculty, and Employee Surveys.

Faculty Opinions

From the results found in the faculty surveys, it is apparent that faculty members do not usually shop at the UK Bookstore either. According to the surveys, none of the 5 faculty members said they typically shop at the University’s bookstore. When reviewing these same surveys, reasons for not shopping at the UK Bookstore are mainly due to prices and lack of advertising. If anyone at the University should be shopping at the UK Bookstore, it should be the faculty members. If faculty 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 most popular 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. For bookstores, 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 items they sell are, for the most part, are the same. For instance, each bookstore sells apparel that is mainly from the same companies, such as Russell, Champion, JanSport, etc. The same is true with 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 specific classes. Therefore, the reliability of the products each bookstore sells is similar in almost all ways.

Comparing Prices

It is not until one closely views the prices, store layout, and customer service at each bookstore that 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 hooded sweatshirt at Wildcat Textbooks is $32.99. For UK’s first summer session for 2008, a used Accounting 201 book is $132.00 at the UK Bookstore and $39.95 at Wildcat Textbooks. For the same summer session at UK, a used Economics 201 book is $90.00 at the UK Bookstore and only $31.75 at Wildcat Textbooks. This makes it obvious as to why faculty and students at the University of Kentucky tend to shop at other bookstores around campus rather than the official UK Bookstore.

Store Layout

Additionally, the layout of each store is a factor that coincides with reasons for why faculty and students shop at the bookstore they do. When a customer first approaches the UK Bookstore, all that is to be seen is the wide variety of apparel that overtakes almost the entire store. The textbooks are pushed to the very back of the store. At Wildcat Textbooks, when someone first walks in there are a few t-shirts, sweatshirts, and school supplies, but the main focus is the textbook counter. These features could explain why most students buy and sell their books at other bookstores, but often go to the UK Bookstore for other things.

Customer Satisfaction

Lastly, 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 have to 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 the books for each student. When surveying one student on campus, they revealed a rather common example of this. Amanda Young, a junior at the University of Kentucky, explained that she is one of many that have not had such a pleasant experience at the UK Bookstore. “I simply went in looking for a book and came out not only without a book but assured that I would never be back,” Amanda explained. She then went on to say that when she asked for help in finding the book 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 clearly say 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 ended up that someone had placed a few books in the wrong spot and there was an English book above the card for the math class Amanda was looking for. The worker obviously felt bad but did not have the audacity to even apologize for being so rude. This is perfect justification as to why customers shop at the other bookstores around campus rather than the UK Bookstore.

Employee Satisfaction

It 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 a scale from 1 to 10), the worker’s at the UK Bookstore gave an average of score of 8 (See Table 1). The workers at Wildcat Textbooks all scored their satisfaction as a 10, with a few employees even giving a 10+ (See Table 2). It is possible that the UK Bookstore’s employees are not as polite and helpful because they are not as pleased with their job. Additionally, from personal experiences, some of us feel as if the managers at the UK Bookstore are not as courteous to their customers. If the managers are not going to consistently provide a good example, then the customers 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 TRANSFORMATION

In a 2007 UK News article, it is stated that “Major structural renovations to the University of Kentucky Bookstore, sweeping modifications to services, and expanded resources of more affordable used textbooks are in store as Follett Higher Education Group assumes management of the Student Center facility on July 1, 2007” (“Follett Awarded,” par. 1). If these transformations are really made, then the UK Bookstore could possibly become the main bookstore for students, faculty, and visitors. Is this realistic, though? Follett has managed UK’s bookstore for almost a year now and most of these renovations have still not happened. Their services have not been modified in a noticeable way to the customers and textbooks are still not more affordable compared to the other bookstores around campus. The only change that is being made is the structural renovations that are in progress. Hopefully, these plans will develop in the future to make the UK Bookstore the number one bookstore at this University.

CONCLUSION

The 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 to all students, faculty, and visitors. As they have switched suppliers so frequently, it is understandable that they have trouble maintaining their status as the premier provider to UK’s

campus. Now that they have signed a new ten year contract with Follett, they have plenty of room to improve. This is their opportunity. Their goals are specific and promising. All that is missing is their execution.

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.