Foreword
The information industry is growing up. After four decades of fascination with our high-tech toys, some people in the industry are beginning to realize that we are not in the toy business, but the service business. A few have even realized that playing with high-tech toys isn’t the only way—or even the best way—to better service.
One of the earliest of those few visionaries is Naomi Karten, author of Managing Expectations. I was first attracted to her work many years ago because she saw so clearly that the information industry was stuck—unless it could find a way to be more responsive to its customers. For many years, the newsletter she wrote, Managing End-User Computing, was a monthly reminder, prodding us to look up from our toys from ...
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