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

I don't read many business books. I read good fiction. Business is about people, so my favorite business books are anything by Dickens.

One simply cannot pay tribute to Stephen Covey without saying at the outset that he was a lovely human being.

Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.

If the other guy is getting better, then you'd better be getting better faster than the other guy is getting better... or you're getting worse.

We all know of the dangers and inequities of the traditional digital divide: People who have good access tocomputer networks have a distinct advantage - in terms of both life opportunities and quality of life, I wouldargue - over the vast majority of the world's population that does not yet have good access to computernetworks. The "other" digital divide points to an increasingly unstable situation that has developed inlibrarianship as digital libraries have evolved and matured.

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.