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

If, as I anticipate, a wide array of personal, portable information/communication devices becomes increasingly important and widespread for information-intensive users, it will be a major challenge for libraries to adapt their content and services to such a diverse technological environment.

Who comes first? Don't be silly, says King Hal; it's employees. That is - and this dear Watson, is elementary - if you genuinely want to put customers first, you must put employees more first.

For the blue-collar worker, the driving force behind change was factory automation using programmable machine tools. For the office worker, it's office automation using computer technology: enterprise-resource-planning systems, groupware, intranets, extranets, expert systems, the Web, and e-commerce.

The unthinkable is thinkable. No: likely.

The selfish leader will attempt to lead others for their own gain and for the detriment of others.

Smile if it kills you. The physiology of smiling diffuses a lot of anger and angst. It makes your body and soul feel better.