[yaky]

I don't doubt they have good customer service - that's a way to grow and retain customers (in context of the article). However, the prices you are seeing are probably similar to internet/cable provider situation - there are three providers with approximately the same package, one is probably the best, but all three are overcharging you anyway, because neither has an incentive to reduce the price.

> that's how this is supposed to work, right? They make money, we serve our customers.

Yes*, but they make _a lot_. Being bought by an investment firm should be an indicator. Also, while I was there, they could give each employee half a million dollars and still be in the black at the end of the year. My point is that a company that profits from taxpayer money should be accountable to at least _some_ effort to be more efficient and less greedy. OverDrive is an example, but is not the only case. Yes, I realize the irony of expecting a business to make less money. But they are also dealing with budgets of (involuntarily) collected tax vs individuals voluntarily paying them.