I found this quote in a Wired magazine interview with Craig Kanarick, co-founder of Razorfish. When considering what programs and services to offer our patrons, I use this as one of my guidelines.

The Parable of the Drill

Nobody in the world needs a drill.

They need a hole.

So you’re not in the drill business. You’re in the hole business.
And, actually, nobody needs a hole, they need to hang art.
And nobody needs to hang art, they need a better-looking room.
And nobody needs a better-looking room, they need to be happier.
So Black & Decker is in the happy business.
And so is every other company!