The article I read was "Service for the Next-generation Library" by Michael E. Casey.
I like the idea of engaging our customers more actively. I think of Readers Advisory, where staff have lots of tools to reach our customers, but they in turn have read lots (probably lots more than staff have time to read!) and have tons of valuable information to share with other readers. I have seen customers in the stacks giving excellent readers advisory service to other people! How great if it could be more formalized and they could go to the website and share their reviews, comments, lists of favourite books, and find people of similar interests. And that is only one aspect of library service. The possibilities are endless for a customer driven environment that will attract all kinds of people who haven't darkened a library door in eons!
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