The posts are written in the first person and in a conversational tone, with the author’s first name to help stress the people in the library. The staff isn’t afraid to note problems with the new catalog, the web site, or anything else. Full transparency — nice. You can feel the level of trust building online. They respond to every comment that needs it, whether it’s a criticism, question, or suggestion. And some of the comments are fantastic. Users are even helping debug the new catalog.
Jenny quotes some examples, go look.