Collections of books and other documents, either printed or electronic, are a form of congregation.

If future competitiveness depends on treating people as an important part of the institution, the least respectful thing I can imagine doing to a human being is asking him to urinate in a cup.

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Progress is mostly the product of rogues.

How do you humiliate and demean someone and then expect him or her to care about product quality.

It may be primarily property taxes in the case of a public library, or state taxes and tuition in the case of an academic library at a public university, but the funding sources of most libraries continue to have a strong geographic component.

Innovation comes only from readily and seamlessly sharing information rather than hoarding it.