Nowadays, an unhappy public can be more vocal than ever before, thanks to the Internet. When Apple dropped the price of the iPhone by $200 just weeks after the device went on sale, various Apple discussion forums caught fire with angry posts, and savvy geeks launched web sites to protest. How might a library director respond to the launch of a critical blog posted by community members or even anonymous staffers? (Check AFPLwatch.com for a perfect example of the latter in action.) Imagine if a site just like that debuted for your library. One of the toughest—and most crucial—things a library director can do is open the door, loosen the reins, and throw out that opaque institutional policy. A director’s blog (with open, unmoderated comments and a comment policy) would be a good start.
