May 22, 2013
Pull quote: "We will not survive by focusing on what we think our patrons need and ought to want, in preference to what our patrons say and believe they need and want. We will not survive by trying to convince them to want what we provide, instead of by coming up with provisions that excite and delight them. We need to change. We need to provide new and different services. We need to preserve some services, but significantly change the manner in which they are delivered."