The publishers’ complaint takes issue with the way the upstart produces its open-education textbooks, which Boundless bills as free substitutes for expensive printed material. To gain access to the digital alternatives, students select the traditional books assigned in their classes, and Boundless pulls content from an array of open-education sources to knit together a text that the company claims is as good as the designated book. The company calls this mapping of printed book to open material “alignment”—a tactic the complaint said creates a finished product that violates the publishers’ copyrights.
Jennifer Parsons on 10 Jan 13Aaron Schmidt recommends occasionally taking a break from "deep thinking about your library" and go on a Service Safari to other places that offer customer service. He recommends a series of questions to ask yourself about your experience as a customer. This in turn can help libraries with evaluating their own services. Other techniques for customer service self-evaluation in this article include: Make a Map: Block out paths created by library users to your services. Think Like a Child (a.k.a."5 Whys"): Figuring out root causes of problems by taking a single statement of a problem and asking "why" five times; an example is given.
