The idea of intimately entwining with customers [to get ideas] is an idea whose time has come.

Formula for success: Underpromise and overachieve.

I believe in the age of the Internet, Facebook and Twitter, that relationships are everything.

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

Mastery is great, but even that is not enough. You have to be able to change course without a bead of sweat, or remorse.

The little people will get even, which is one of a thousand reasons why they are not little people at all. If you're a jerk as a leader, you will be torpedoed. And usually it won't be by your vice presidents; it will be on the loading dock at 3am when no supervisors are around.

Many flagship state universities have wonderful digital libraries that are accessed by people around the world. In future, if not current, budget crises, trustees, board members, and administrators may wonder why these state institutions - with an articulated primary clientele of students, faculty, and staff members and a secondary clientele of all citizens of the state - should be spending resources on a digital library that is used by many people beyond the primary and secondary service populations.