Philadelphia: Designing Better Libraries, July 13th 2011.
"The best thing about listening to the user community is that it is something any library worker can do. No special training is needed. There are no listening workshops. The more staff members we can enlist to think of themselves as individual listening posts the better positioned the library is to both discover what’s broken and quickly fix and detect ideas for new services. When an undergraduate walks up to the reference desk and asks the librarian on duty why it’s not possible to send a text message from the library catalog, the antennae should start buzzing and the ideas should start flowing. If we do a good job of picking up the signals, there is no end to the ways in which we can enhance the library experience for our community members."