Who drives change? Michael Sauers Technology Innovation Librarian Nebraska Library Commission

Banks as we knew them…

http://www.flickr.com/photos/saturnism/226534302/

Banks changed…

http://www.flickr.com/photos/swanksalot/11087256/

Ask yourself…

Do you go into a bank more or less than you did before the changes?

Are you more or less satisfied with banking today as compared with the old way?

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Yet…

> satisfaction

Huh?

Who instigated these changes?

The Banks?

The Customers!

Libraries must change to meet the needs of their customers.

Even if the result is that they come into the library less.

Because satisfaction is more important than foot traffic.