Gandhi and Mandela and Churchill and JFK and Reagan and Thatcher and Sarkozy and Franklin and Washington set the tone to an incredible degree-their "personal style" was their "brand." ("It" starts with personal style of the tip-top leadership team. Sorry to be politically insensitive, but who would give a hoot about Tibet if it weren't for the look and style of the Dalai Lama?) Boss at any level: You're either on the "it" boat-or not.

When you choose a managerial path, you are choosing to devote your life to people. Period.

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.

If your company has a clean-desk policy, the company is nuts and you're nuts to stay there.

Become a "learning organization". Shuck your arrogance - "if it isn't our idea, it can't be that good" - and become a determined copycat/ adapter/ enhancer.

Never, ever rest on your laurels. Today's laurels are tomorrow's compost.

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