First, let me note that she only really comments on the second half of my post, the part about the Annoyed Librarian. I posted to her blog that I think we actually agree. Her comments about the "us/them" language are very compelling, and is a perspective about which I had not thought. She is correct in that using that kind of inflammatory language sets up the kind of false dichotomy that makes it harder to build any kind of team.
She also includes a great quote from a mutual friend, Sara Weissman [Sara and Karen are the co-moderators of the long running PUBLIB electronic discussion list]:
If you want an enterprise-wide initiative, if you want everyone to be involved, at some point, as leader, you have to accept a certain bumpy, uneven quality of work and just lead them through it to comfort and consistency.I sure have thought about Sara's words, and even acted in that way at times without having had the ability to put the thought into words.
I still maintain, that while some focus the Library 2.0 discussion on "only" the technology aspects, libraries that are genuinely "2.0" libraries will address all of the customer service/user-centered issues. That is among the places where I think that Karen and I agree.