Web 2.0 Learning 2.0

I read the 5 articles posted by OCLC and had to agree about the different attitude that is prevalent now about providing patrons with the information they need. Not that many years ago, the attitude was "What's the matter with that guy? Is he too lazy to copy his own article. The library is not that far a walk." Now we strive to make it as easy as possible for the patron to get what he needs in the most convenient way. Our job is not to create obstacles to information retrieval. I read an article about "library policies" which said to examine carefully every time you tell a patron "No". Is there a good reason?