A HUMAN CAPITAL
Although I see her point about valuing the human touch that the library provides, I still think that streamlining and automating as much of the libray as you can is important. For each of those people with no one to talk to, desperately seeking contact with the staff at their local library [and bank and grocery store, and gas station and...], there is at least one person desperate to get their assignment done, the new book from their favourite author, a few minutes to check their email, etc. without having to deal with another person who may be having a bad day, who's on their first day on the job, or who's as lonely as some of the aforementioned customers. I like the self-check machines. Especially when the line for them is empty because everyone else is talking to the circulation clerks!