"No matter. Try again. Fail again. Fail better."--Samuel Beckett,
Worstward Ho
Beckett's existential strategy might serve as a realistic mantra for
indie booksellers who want to create and sustain an online presence.
Running a race with no finish line is the exhausting, absurd and
inevitable way of life on the Web.
"Given how quickly change can happen, one must maintain some level of
fluency, some level of competency, to permit the rapid adoption of new
services and products," says
Tattered Cover's manager of operations
Neil Strandberg. In
my last column, he shared his thoughts about using
the
Booksense.com template. This time he talks about both the challenge
and the necessity for indie booksellers to stay up to speed on the info
superhighway.
Strandberg has what he terms his "soapbox" speech about Internet
commitment: "I may be making this up, but I get a sense that there are
some within the indie community who argue in favor of a kind of 'opt
out' business model: that we've lost the battle to keep up and should
instead find refuge in standing outside of--indeed, in opposition
to--these technologies and the changes they are bringing to consumer
ideas about reading books (now known as content, I hear). This may work
in some settings, perhaps where the store is small, the local fabric
strong and the community insulated. For the rest of us, we have no
choice but to break our backs trying to keep up, identifying and
adopting our own innovations in a marketplace where we are perpetually
disadvantaged. Having a Web site, even one that doesn't do all that you
dream, is still part of staying in the game."
It's a game in which the rules change second by second. No one "keeps
up" anymore; we just try to avoid being left behind. I've noticed that
the bookshop Web sites I enjoy visiting most seem to be virtual
representations of the people who inhabit the bricks-and-mortar stores
rather than efficient, alien, cyborg annexes. That's why the online
bookstores that move to the top of my siteseeing list are the ones
offering current blogs (
Elizabeth Frengel and
Joe Murphy at
Olsson's)
or direct e-mail access to booksellers (
Rainy Day Books) or podcasts of
author events or anything else that humanizes a site and promotes some
level of interactivity.
Call it organic mind over digital matter.
No one says this is easy, and most indie bookstores do not start from a
position of strength when it comes to this competition. The virtual
playing field is anything but level. Strandberg touches on this in what
he terms a "truth" about the Internet challenge, which is "the cost of
keeping up with the Joneses. And not just online shopping but also the
varieties of digital content that one way or another have their origins
in traditional print reading and in which a bookstore has a stake. The
stock market has subsidized the rapid progress of industry goliaths and
neither the ABA nor its members have had the benefit of this enormous
gift of cash and consumer/investor attention. As we are all well aware,
consumers are continually being trained by Internet change leaders and
have less patience for the rest of us."
While there is no magic bullet solution, the human touch and openness
to trial and error must always play key roles in drawing readers to
your site. Imagination and persistence are as crucial to success as
technological innovation. Even that word "success" can be defined in so
many ways--increasing online books sales, widening a bookstore's
geographic reach, developing profitable e-mail communication links
between frontline booksellers and their customers.
Don't be satisfied with the status quo. Strandberg isn't. When I
express my surprise, given Tattered Cover's reputation as a great
handselling store, that there is no Staff Picks page (a staple for most
bookstore Web sites) on TC's site, he replies that it is an unfortunate
but by no means permanent situation: "In the past, we've had a difficult
time maintaining it in a useful way. It has proved more difficult than
one might at first suspect to get the staff engaged and keep the
selections current. We're going to make another run at it again later
this year."
Beckett as webmaster. Repeat after me: "No matter. Try again. Fail
again. Fail better."--
Robert Gray (column archives available at
Fresh
Eyes Now)