Who drives change?Michael Sauers

Technology Innovation LibrarianNebraska Library Commission

Banks as we knew them…

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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 theycome into the library less.

Because satisfaction is moreimportant than foot traffic.