It's been on the wall in 2 different libraries where I have worked, and has infused my work for the past 6 years.
I say these things all the time:
- "Most of your most passionate users will never meet you face to face. Most of your most alienated users will never meet you face to face."
- "You are not a format. You are a service."
- "If we continue fetishizing the format and ignoring the user, we will be tomorrow’s cobblers."
Case in point (Co-authored).