Page numbers in italics refer to tables; a denotes appendix.
‘A’ lists see big books
access, digital technology 340
add-ons 228
advances
brand-name authors 216–18
large corporations 139, 151, 152
medium-sized publishers 178
Randy Pausch: The Last Lecture 1–3, 295–6, 297–8
role of agents 68–9, 93–5, 97–8
small independent publishers 108, 159, 165
university presses 185
agency model 375–6
agents
‘A’ lists 188
author–publisher interaction 16–17
career issues
apprenticeships/mentoring 78–80
building a client list 77–85
payment 80
poaching/losing authors 67–8, 81–2, 84–5
and editors 73–6, 89–91, 206–8, 210–11
and medium-sized publishers 178
origins of 59–63
proliferation of 71–7
roles 85–100
author career management 97–100, 383–94
contract negotiation 95
pitching 88–93
rights management 62, 65–6, 69–70, 95–6
selling/advances 68–9, 93–5, 97–8
social networking 87–8, 89–90
submission process 86–7
and small independent publishers 159–60, 165, 172
super-agents 63–71
track record 92–3, 206–7
UK 59–61, 62
US 61, 62
Albom, Mitch: Tuesdays with Morrie 296
Amazon 41–6, 48–9, 58, 407
backlist sales 222
BookScan 200
digital rights management (DRM) 361–2, 370
Kindle (ebook reader) 318–19, 336, 368, 369–70, 371–2, 374, 375–6
marketing and sales 332, 338–9
pre-publication publicity 250–1
Search inside the Book 333–4, 362–3
UK 43, 55–6, 58, 310
American Booksellers Association (ABA) 31–2, 33–4
Andersen, Chris 314, 331
Angels and Demons (Brown) 278–9, 279
antitrust legislation 106–7, 109
ebooks 375–6
Net Book Agreement (NBA), UK 51–3, 56, 301–4, 312, 401–2
Robinson-Patman Act (1936), US 33–4, 299–302, 311–12, 371, 401–2
Apple
iBooks 375
iPad 319, 338, 339, 375
iPod 316, 342, 359, 370
apprenticeships/mentoring of agents 78–80
archives see digital archives
Asda 46, 56, 303, 304, 309
Association of American Publishers 314, 319–20
Association of Author Representatives 71
Atonement (McEwan) 281–3
auctions 93, 209–11
audiobooks 358–9
author–agent–publisher interaction 16–17
authors
brand-name 190, 212–19
career management 97–100, 383–94
community of 390–1
multi-city tours 246
new 142–3, 201, 214–15
‘orphaned’ 88
platform 87–8, 204–5
renaming 98, 392
symbolic capital 9
track record 198, 199, 201–2
see also advances; losing/poaching authors
B. Dalton Booksellers 27, 29, 34
backlist titles 220–2, 331–2, 377–8
Barnes & Noble 27–30, 32, 33–4, 34–5, 41, 48
b&n.com 41–2, 43, 44
BookScan 200
Nook (ebook reader) 319, 336, 338–9
out-of-copyright classics 221
returns 285–6
small independent publishers 158
Sterling 118, 221
Bertelsmann 109, 113, 116, 121
bestseller lists 251
New York Times, US 186, 198, 249–50, 257, 271, 272, 278, 280, 297, 368, 369
UK 57, 308
bestsellers
ebooks 322–3, 368, 369
small independent publishers 164–5
vs big books 193–4, 211–12
vs quality books 140–1, 160–2
Bezos, Jeff 41
big books 188–9, 381, 395
brand-name authors 190, 212–19
growth conundrum 189–95
marketing and sales 269–70
valuing the valueless 195–212
virtues of backlist 220–2
see also extreme publishing
‘big mouths’ 248
‘black swan industry’ 191–2, 193
bloggers/blogosphere 160, 253–5, 254–6
Bloomsbury 125, 175, 181
book clubs 270
book fairs 96
Book Industry Study Group (BISG) 153–5, 351
book prizes 278
Book Rights Registry (BRR) 365
BookScan 198–201, 218
Borders 27, 28–9, 30, 32, 33–4, 34–5, 41, 48
Books Etc., UK 55, 57
BookScan 200
Borders.com 42
returns 285–6
Bourdieu, Pierre 3–4
Bower, J.L. and Christensen, C.M. 313–14
brand-name authors 190, 212–19
Brown, Curtis (Curtis Brown) 61, 76, 77
Brown, Dan
Angels and Demons 278–80, 279
Da Vinci Code 38, 200–1, 248, 393
budgets see finance/budgets
buzz 96, 194, 195, 250
Cape, Jonathan 121
capital
of agents 77
of publishing fields 5–10
careers
of authors 97–100, 383–94
see also agents, career issues
‘carriage trade’ 26
cash flow 107–8, 162–3, 173–4
Cassells 61, 122
CD-ROMs/CDs 346, 348, 359
Cedar Press 134–6
celebrity books 204, 226, 289, 380
centralized and federalized models of corporations 126–30
Century Hutchinson 121–2
Cerf, Bennett 103, 105–6, 107
Chatto, Bodley Head and Jonathan Cape (CBC) 121
Cheetham, Anthony 121–2
‘co-op’ (cooperative advertising/in-store placement) 34, 45, 261–3, 300–1
commercial bestsellers see bestseller lists; bestsellers
commission-only agents 80
community of authors 390–1
competition law see antitrust legislation
competitive market of publishing field 10–11
‘comps’ (comparable books) 202–3
Consortium 155–6, 168, 179, 180
content acquisition 16–18, 19, 159–60
content censorship 141–2
content development 20
content management and delivery, digital technology 327–32, 334–9
contract negotiation 95
copy-editing, digital technology 328–9
copyright infringement, digital technology 337, 361–8
Corrigan, Kelly: The Middle Place 256–7
Costco 47, 48, 286
cover design 39
Curtis Brown 61, 76, 77
Da Vinci Code (Brown) 38, 200–1, 248, 393
Daunt, James 58
department stores 26, 27
see also named department stores
digital archives, building 352–61
Digital Asset Management (DAM) system 355–6
digital revolution
building a digital archive 352–61
content management and delivery 327–32, 334–9
copyright infringement 337, 361–8
operating systems 326–7
sales and marketing 332–4
digital rights management (DRM) 361–3, 370
‘digital sampling’ 333–4
digital technologies 406–9
and added value 339–44
copyright infringement 337, 361–8
entry costs of small independent publishers 155
and fields of publishing 344–52
hidden revolution 326–39
infrastructure of large corporations 152
online marketing 247–8, 251–8
‘teaching machines’ 105, 106, 107
see also ebook readers; ebooks
Dillons 52, 53, 54–5
‘discount drift’ 305–6
discounts 148–9, 299–309
hardback vs paperback, decreased price differential 40
and long-term interests of publishers 309–11
online 42–3, 45–6
and price deflation, digital technologies 368–76
role of mass merchandisers 46–51
transparency of 34
see also antitrust legislation
Doubleday 40, 113, 201
DVDs 348
ebook readers 318–19, 336
Kindle 318–19, 336, 368, 369–70, 371–2, 374, 375–6
Nook 319, 336, 338–9
Sony 318, 336, 369
ebooks 314–26
price 337–9, 368–76
sales and revenue 315, 318–25, 407, 408
vs print-on-paper books 315–18, 323–4, 334–5, 351–2, 359–61
economic capital 5–6, 9–10
economies of scale
large corporations 147–52
online content delivery 341
economy of favours, small independent publishers 156–8
editors 6–7
and agents 73–6, 89–91, 206–8, 210–11
copy-editing, digital technologies 328–9
large corporations 137–9, 140, 148
financial issues (Star) 131–3, 139
myths 143–5
organizational changes (Cedar Press) 134–6
track records 205, 206
see also judgement/tastes of editors/publishers
elitism 302–3
English language
Anglo-American trade publishing 12–14
European media conglomerates 109, 112–13
rights 62, 69–70, 95
EPOS (electionic point of sale) systems 198, 199
BookScan 198–201, 218
Epstein, Jason 35, 40
European media conglomerates 109, 112–13
see also named media conglomerates
external readers 208–9
gap-filling 223–9, 230–3, 236–7
public vs private corporations 233–6
short-termism 380
small and medium-sized independents 236–7
unknowns 229–30, 231
Faber 162, 175
‘Alliance’ 180–2
federalized and centralized models of corporations 126–30
field, concept of 3–5
film rights/screenplay adaptations 62, 66, 235, 278–83
finance/budgets
cash flow 107–8, 162–3, 173–4
economies of scale 148–9
investment and risk-taking functions of publishers 20
management responsibility 139–40
marketing 246
‘co-op’/cooperative advertising (in-store placement) 261–3
online 252–3
P&L (profit & loss) 131–2, 133, 138–9, 197, 235, 246, 285
see also advances; discounts; extreme publishing; sales
financial crisis and recession 403–6
first-time authors 142–3, 201, 214–15
flexibility, digital technologies 342
forecasting capabilities 288–90, 289, 291
foreign language rights 62, 66, 69–70, 95, 96
Frankfurt, Harry: On Bullshit 186
Franzen, Jonathan: Freedom 323
Frazier, Charles 178
Freedom (Franzen) 323
freelancers’ rates, large vs small publishers 157–8
French media conglomerates 109
Vivendi 116
see also Hachette
Frey, James: A Million Little Pieces 273–4
front-of-store displays 238–9, 258, 262–3
Galaxy 230–3
gap-filling 223–9, 230–3, 236–7
German media conglomerates 109
Bertelsmann 109, 113, 116, 121
see also Holtzbrinck
Book Search 333–4, 362
copyright infringement case (Library Project) 363–7
marketing and sales 253, 254, 255
Partner Program 364
Grann, Phyllis 214
Grove Atlantic 175, 178
growth conundrum, publishing corporations 110–11, 189–95, 378–82
growth phase, publishing corporations 108–13
Hachette 109, 115, 118, 121, 122, 123–4
centralized–federal spectrum 129
imprints 123, 412a
Hamish Hamilton 119, 120
Hamlyn, Paul 122
Harcourt 116, 118, 175
hardback and paperback market 36–41, 111, 178, 184, 221, 270, 271–2, 287, 377–8
hardback revolution 37–41, 221, 286–7, 378
HarperCollins 52–3, 113, 114, 116, 118, 120, 125
censorship 141–2
centralized–federal spectrum 129
imprints 114, 125, 412–13a
Harry Potter series 118, 125, 181, 309, 312, 363
Harvard University Press 183
Heanage, James 54
Heinemann, William 60, 122
Hill & Wang 271–2
The Historian (Kostova) 249–50
HMV Media Group 54–5, 58
Hodder Headline 52, 123, 303, 307
Holtzbrinck 109, 115–16, 118, 125
centralized–federal spectrum 129
imprints 125, 413a
Houghton Mifflin 116, 118, 175
human capital 6–7
Hutchinson, Tim Hely 52, 123, 303
Hyperion 222, 296–8
imprints 410–14a
see also under named corporations
impulse purchases 258–61
independent bookstores 26, 27
decline of 31–3, 401
legal challenges to chains 33–4
and small independent publishers 158
independent publishers see small independent publishers
information technology (IT) see entries beginning digital
intellectual capital 6, 7–8
International Digital Publishing Forum (IDPF) 319–20
international rights 69–70
intertextuality, digital technologies 343
iPad (Apple) 319, 338, 339, 375
iPod (Apple) 316, 342, 359, 370
ISBN 154–5, 355–6
Janklow, Morton 63, 64–5, 71
John Murray 123
Jonathan Cape (CBC) 121
journals
literary 81
scientific and scholarly 344–6
judgement of agents 75–6
judgement/tastes of editors/publishers 102–3, 136
big books 195–8, 202–5, 208–9, 211
small independent publishers 127–8, 160–1
Kindle (ebook reader) 318–19, 336, 368, 369–70, 371–2, 374, 375–6
King, Stephen 314
Klopfer, Donald 105–6
Knopf 106, 178
Kostova, Elizabeth: The Historian 249–50
Lane, Allen 36, 119–20
large corporations see publishing corporations
The Last Lecture (Pausch) 1–3, 295–6, 297–8
Library Project, Google, copyright infringement case 363–7
literary agents see agents
literary journals 81
Little, Brown (Grand Central Publishing) 112, 115, 121
Liveright, Horace 103
logic of the (publishing) field 11–12, 14, 292–9, 312
losing/poaching authors
agents 67–8, 81–2, 84–5
brand-name 214–15, 218–20
medium-sized publishers 176–9
small independent publishers 165–7
university presses 185, 186–7
McEwan, Ian: Atonement 281–3
MacMillan 51, 115–16, 125, 375
magazines 81
Maher, Terry 52
mall stores/superstores, US 27–37
Mamut, Alexander 58
management and coordination functions of publishers 20–1
manuscripts, preparation for submission 86–7
margin squeeze 311–12
market share
UK publishers 123–5
UK retailers 57–8
US publishers 116–18
US retailers 48–51
marketing and sales 17–18, 21
backing success 263–6
battle for eyeballs 258–63
digital technologies 332–4
diversity 397–400
economies of scale 148
front-of-store displays 238–9, 258, 262–3
hardback and paperback 36–41, 111, 178, 184, 221, 270, 271–2, 287, 377–8
mass media/micro media 244–51
returns/unsold stock 285–91
six-week rule 266–70
statistics and struggle for visibility 239–44
television 245–6, 271–85
see also Amazon; online marketing
MCA 214
media attention
mass/micro 244–51
small independent publishers 163–4, 172
television marketing 245–6, 271–85
media conglomerates 109–11, 112–13
see also named media conglomerates
medium-sized publishers 115–16
difficulties of 174–9
and gap-filling publishing 236–7
and small companies, clubbing together 179–82
mentoring/apprenticeships of agents 78–80
Menzies 303
mergers and acquisitions 103, 104, 105–13, 127, 148
Michael Joseph 119, 120
‘mid-list’ titles 184
middle managers 140, 380
The Middle Place (Corrigan) 256–7
A Million Little Pieces (Frey) 273–4
Mosaic 234–6
multimedia, digital technologies 343
multiple submissions 93, 209
Murdoch, Rupert 109, 114
National Endowment of the Arts (NEA) Reading at Risk survey 241–2
Neilsen, Arthur/Neilson Company 198–9
Net Book Agreement (NBA), UK 51–3, 56, 301–4, 312, 401–2
new authors 142–3, 201, 214–15
New York Times bestseller list 186, 198, 249–50, 257, 271, 272, 278, 280, 297, 368, 369
News Corp 109, 114
news magazines 245
newspaper reviews 244–5
niche audiences 247–8, 253
Night (Wiesel) 271–2, 273
Nixon, Richard (book) 63–4
Nook (ebook reader) 319, 336, 338–9
North California Booksellers Association, legal case 33–4
not-for-profit organizations 156
university presses 182–7
Octopus Publishing Group 122
Olympic 223–9, 380
On Bullshit (Frankfurt) 186
one-on-one submissions 93
see also Amazon
operating systems, digital technologies 326–7
Oprah Book Club, US 271–5, 276, 278, 281–3, 284
Orion 121–2
‘orphaned’ authors 88
Ottakar’s 54, 57
out-of-copyright classics 221
outsourcing 17, 18, 20
initial selection to agents 75–6
small independent publishers 155–6
freelancers’ rates 157–8
third-party sales and distribution 167–9, 173
P&L (profit & loss) sheets 131–2, 133, 138–9, 197, 235, 246, 285
paperbacks
fiction sales, UK 397–400
and hardback market 36–41, 111, 118, 184, 221, 270, 271–2, 287, 377–8
rights 36, 38, 111, 178, 377–8
Patterson, James 218, 250, 268, 307
Paul Hamlyn Books 122
Pausch, Randy: The Last Lecture 1–3, 295–6, 297–8
PDFs (portable document files) 331, 354–5, 361
Pearl, Frank 179, 180
Pearson 109, 113–14, 120
Pearson Longman 120
Penguin 113–14, 116, 118, 119–20, 125
backlist 221, 222
centralized–federal spectrum 129
ebooks 369
imprints 114, 125, 411a
Perseus Books Group 169, 179–80
piracy see copyright infringement, digital technologies
pitching 88–93
platform 87–8, 204–5
plurality of publishing fields 4
poaching see losing/poaching authors
POD (print on demand) 331
portability, digital technologies 342
portable document files (PDFs) 331, 354–5, 361
pre-publication publicity 250–1
Price Clubs 46–7
Price, Sol and Robert 46–7
PriceWaterhouseCoopers 314
Princeton University Press 186
print advertising 247
print on demand (POD) 331
print runs and reprints 149–50
print-on-paper books vs ebooks 315–18, 323–4, 334–5, 351–2, 359–61
printing technologies 59, 329–32
private vs public corporations 233–6
profit & loss (P&L) sheets 131–2, 133, 138–9, 197, 235, 246, 285
proposals, preparation for submission 86–7
publication date 248–9
publisher-owners 102, 103, 104, 158–9, 160–2, 236–7
Publishers Group West (PGW) 169, 179, 180
publishers, key functions of 18–22
Publishersmarketplace.com 71–2
publishing chain 14–22
publishing corporations 101–5, 410–14a
and author career 383–94
benefits of scale 147–52
centralized and federalized models 126–30
diversity issue 394–402
European media conglomerates vs US 112–13
financial crisis and recession 403–6
five myths about 140–6
growth conundrum 110–11, 189–95, 378–82
growth phase 108–13
micro-environments 130–40
‘synergy’ phase 105–8
UK 119–26, 411a, 413a
US 113–18, 410a, 411a, 413a
see also big books; extreme publishing
publishing fields 3–14
logic of 11–12, 14, 292–9, 312
publishing houses, hierarchy of 90–1
publishing schedule 228
PubTrack 259, 260
Putnam 214–15
Putnam Berkeley 120
quality
authors and agents 67–8
and diversity 394–402
and extreme publishing 228–9
key functions of publishers 20
vs bestsellers 140–1, 160–2
Random House 103, 105–7, 113, 116, 118, 123–5
backlist 221, 222
CBC 121
centralized–federal spectrum 129
headquarters 130
imprints 113, 123–5, 410–11a
and medium-sized publishers 178
Rashid, Ahmed: Taliban 186
rationalization, mergers and acquisitions 127, 148
RCA 107, 113, 119
reader loyalty 213
reading, decline of 241–2
reading groups 275
‘recognition triggers’ 277–83
Reed Consumer Books 52
Reed Elsevier 116, 122
reference publishing, electronic 346–8
relational character of publishing fields 4–5
renaming authors 98, 392
research methods 415–24a
resources see capital
Restrictive Practices Court, UK 52–3
retail chains
and agents 62
and backlist titles 221
‘co-op’ (cooperative advertising/in-store placement) 300–1
hardback revolution 37–41, 221, 286–7, 378
and large corporations 150–1, 400–2
UK 51–8, 303–4, 305–11
and university presses 184–5
US 26, 27–37, 46–51, 285–6
returns/unsold stock 285–91
Reynolds, Paul Revere 61
Richard and Judy Book Club, UK 276–7, 278, 283–4
rights
Book Rights Registry (BRR) 365
digital rights management (DRM) 361–3, 370
digital technologies 337
English language 62, 69–70, 95
film/screen adaptations 62, 66, 235, 278–83
foreign language 62, 66, 69–70, 95, 96
out-of-copyright classics 221
paperback 36, 38, 111, 178, 377–8
and role of agents 62, 65–6, 69–70, 95–6
risk-taking 20, 75–6, 152
Robinson-Patman Act (1936), US 33–4, 299–302, 311–12, 371, 401–2
Rosenthal, Arthur 183
salaries of agents 80
sales
Book Industry Study Group (BISG) 153–5, 351
and distribution, small independent publishers 167–9, 173
ebooks and ebook readers 315, 318–25, 407, 408
paperback fiction, UK 397–400
records (EPOS/BookScan) 198–201, 218
reps 39, 190–1
see also marketing and sales; retail chains
Sam’s (Wholesale) Club 46, 47, 48, 200
Sargeant, John 375
scholarly and scientific journal publishing 344–6
scholarly/academic book publishing
digital technologies 348–51
university presses 182–7
screenplay adaptations/film rights 62, 66, 235, 278–83
searchability, digital technologies 341–2
self-publishers 154
selling cycles
cash flow 107–8
gap-filling 223–9, 230–3, 236–7
title prioritization 189–91
selling/advances, role of agents 68–9, 93–5
short-run digital printing (SRDP) 330–1
short-termism 377–83, 408
Simon & Schuster 112, 114–15, 118, 120, 125–6
backlist 222
centralized–federal spectrum 129
imprints 413a
six-week rule 266–70
‘small books’ 192–3
small independent publishers
advances 108, 159, 165
and agents 159–60, 165, 172
and authors 165–7, 392, 393–4
bestsellers 164–5
countercultural stance 161–2
economy of favours 156–8
freelancers’ rates 157–8
and gap-filling publishing 236–7
and growth of publishing corporations 102–3, 104
UK 1119–26
and growth of publishng corporations 108–9
and independent bookshops 158
media attention 163–4, 172
and medium-sized companies, clubbing together 179–82
outsourcing 155–6
social networks 160, 166–7
third-party sales and distribution 167–9, 173
virtues and vulnerabilities 152–74
working capital 158–9, 162–3, 173–4
social capital/networks 6, 7
agents 87–8, 89–90
authors 390–1
small independent publishers 160, 166–7
Sony
ebook reader 318, 336, 369
and Penguin 369
Sparrow Press 170–3
SRDP (short-run digital printing) 330–1
Star 130–4, 139
Sterling 118, 221
stock turnover 34–6, 49–50
submissions
multiple 93, 209
one-on-one 93
process 86–7
super-agents 63–71
supermarkets, UK 56–7, 57–8, 303–4, 305–11
superstores/mall stores, US 27–37
supply chain 14–15
capabilities 287–9, 290, 291
symbolic capital 6, 8–10
‘synergy’ phase, publishing corporations 105–8
Taliban (Rashid) 186
tastes of editors/publishers see judgement/tastes of editors/publishers
technology
printing 59, 329–32
see also entries beginning digital
television marketing 245–6, 271–85
Tesco 56, 193, 303, 304, 306, 307, 309
Thomas Nelson 118, 119, 174
Thomson Organization 119
Thomson, Roy 119
Tilling 122
Time Warner 115, 118, 121, 123
timing of publication 248–9
tipping books 269–70
title output statistics 239–40, 241
title prioritization 189–91
‘Total Consumer Market’ (TCM), BookScan UK 200
track records
of agents 92–3, 206–7
of authors 198, 199, 201–2
see also brand-name authors
of editors 205, 206
translations 13
foreign language rights 62, 66, 69–70, 95, 96
Tuesdays with Morrie (Albom) 296
typesetting, digital technology 328
United Kingdom (UK)
agents 59–61, 61
Amazon 43, 55–6, 58, 310, 311
bestseller lists 57, 308
Books Etc. 55, 57
dominant publishing groups 119–26
ebook sales and revenue 325
margin squeeze 311–12
market share
publishers 123–5
retailers 57–8
marketing
retail chains 51–8, 303–4, 305–11
Richard and Judy Book Club 276–7, 278, 283–4
and sales 301–11
media conglomerates 109
Net Book Agreement (NBA) 51–3, 56, 301–4, 312, 401–2
paperback fiction sales 397–400
publishing corporations 119–26, 412a, 414a
Restrictive Practices Court 52–3
title output statistics 240, 241
‘Total Consumer Market’ (TCM), BookScan 200
United States (US)
agents 61
ebook sales and revenue 319–25
margin sqeeze 311–12
market share
publishers 116–18
retailers 48–51
marketing
Oprah Book Club 271–5, 276, 278, 281–3, 284
retail chains 26, 27–37, 46–51, 285–6
and sales 298–9, 299–302
New York Times bestseller list 186, 198, 249–50, 257, 271, 272, 278, 280, 297, 368, 369
publishing corporations 113–18, 410a, 412–13a
vs European media conglomerates 112–13
Robinson-Patman Act (1936) 33–4, 299–302, 311–12, 371, 401–2
title output statistics 239–40, 241
see also Amazon
university presses 182–7
unknowns, extreme publishing 229–30, 231
unsold stock/returns 285–91
updatability, digital technology 340
used-book market 44–5
value chain 15–17
‘vertical integration’ of publishing 38, 111
Viking Press 120
Vivendi 116
Wal-Mart 46–7, 48, 49, 286–7
BookScan 200
Walden Book Company/Waldenbooks stores 27, 28, 29, 30, 34
Waterstone, Tim 53, 54, 55
Waterstone’s 53–5, 57, 58, 304, 310–11
Watt, A. P. 59–60
web of collective belief 76, 194–5, 205–8, 209
Weidenfeld & Nicolson 121–2
WH Smith 53, 54, 57, 123, 304
wholesale clubs 46–8, 286
Wiesel, Elie: Night 271–2, 273
Wikipedia 255
winner-takes-more market399–400
Winton, Charlie 169
word of mouth marketing 247–8
Workman 222
Wylie, Andrew 63, 66–71, 211
Yale University Press 186
YouTube 255, 256, 257