“I’ve said it before and I’ll say it again: I don’t think music should be free,” Reznor says. “But the climate is such that it’s impossible for me to change that, because the record labels have established a sense of mistrust. So everything we’ve tried to do has been from the point of view of, ‘What would I want if I were a fan? How would I want to be treated?’ Now let’s work back from that. Let’s find a way for that to make sense and monetize it.”
How’s that for a customer service mantra? Try that for your library: What would you want, if you were a patron? How would you want to be treated? Work back from that, find a way for that to make sense.