"In public services—the part of the library dedicated to connecting patrons with resources—the dominance of the customer-service model has led to a devaluation of both expert knowledge and systematic inquiry. Libraries should be facilitating thorough and precise research inquiries; instead they are trending in the opposite direction, toward a reliance on dumbed-down discovery tools that will deposit "good-enough" results in a patron's lap. Libraries and their commercial partners envision a future when, to a patron, libraries look a lot like Google: a vast, undifferentiated mass of information queried by a simple search box."