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

Excellence comes from human beings doing things of value that customers find memorable.

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.

In today's economy there are no experts, no 'best and brightest' with all the answers. It's up to each one of us. The only way to screw up is to not try anything.

I used to be skeptical when educators and technologists predicted that we may be entering a new era of oral culture, in which audible information will be at least as important as visible information. Now that I have adopted into my own daily life a device that makes music and spoken-word files easy to access from anywhere, I have tempered my skepticism.

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.

There is no such thing as an insignificant improvement.