The "no list"
The best talk I heard at ALA was by Don Barlow, Executive Director of the Westerville Public Library. He and his staff keep a running list of all the occasions during the week when they say "no" to a patron. At their staff meetings they review the list and talk about ways to turn the "no" into a "yes. Oh my gosh. This is such a great idea! I turned two "no's" into "yes" before I even got back to work. And they have a cool homepage and even cooler catalog.