"The heart of Library 2.0 is user-centered change. It is a model for library service that encourages constant and purposeful change, inviting user participation in the creation of both the physical and the virtual services they want, supported by consistently evaluating services. It also attempts to reach new users and better serve current ones through improved customer-driven offerings"
If our goal here at HCL is customer loyalty, then Library 2.0 will help us meet that goal. Making the process of meeting customer's needs easier and done in a way that allows them to be actively involved can only help. Plus, change is inevitable. The only way to survive it is to be constantly looking at what the customers will want and striving to provide those services before they even realize they want it!!
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