One calls people on the street strangers if he or she doesn't know who they are, so students whom the librarian has never dealt with are just that, strangers. When the school librarian gets involved in collaboration, most of the time they don't see the student's Individualized Education Programs (IEPs), language barriers, or anything else that…

This article features the Pierce County Library System (PCLS) in Tacoma, where new services are changing the way customers experience the library. PCLS is comprised of 17 branches, two bookmobiles, one Explorer Kid's bookmobile, serves 509,000 people, and has 234,000 cardholders. The evolution of customer expectations and needs motivated the…