Ottawa: Library & Archives Canada, 2002.
"It also becomes evident that libraries as physical, and increasingly virtual places, play multiple roles in the lives of their users; and, moreover, that Canadians place a high value on libraries as places for the construction of community—whether the communities are those of the general public, post-secondary students and faculty, school students and their teachers, or employees in government, industry, and the not for-profit sector.
In the quest for quantitative descriptions and generators of economic activity, we should remember that each library transaction—whether it is a reference question, onsite consultation of material, borrowing for off-site use, or remote access—represents a “moment of truth” in the lives of Canadian library users.
Each interaction is an opportunity for librarians and their staff to contribute to the personal and professional satisfaction of clients of every age and walk of life every day of the year in every corner of the nation. Every outcome of library service is an individual’s story."