http://acrlblog.org/2007/05/14/formula-for-academic-library-success/

My library has heretofore been focusing on outreach, but my position is this, we need a user-friendly, intuitive product to promote, or all the awareness in the world is not going to help us. Users have been known to simply ignore software and apps that they find difficult to use. And facing such popular rivals as Google and Wikipedia, we can’t afford to send our students elsewhere for their information.