> 1. We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests.

Whether its people suing them, people begging to have personal information removed, or people letting them know credentials have been sitting in the open on Gitlab for over two years, they often do not respond at all. As for "usefully organized resources" well they've overwhelmed. But digitizing 400,000 old records and starting a bank shouldn't be a priority until they get the basics sorted. Like serving torrents that aren't corrupt and missing files.

> 3. We protect each library user's right to privacy and confidentiality...

They leaked 30 million messages from patrons, including driver's licenses and passports.

> 6. We do not advance private interests at the expense of library users, colleagues, or our employing institutions.

They've always played favorites with access. Not only read access but also write access (!) to their databases. They run an entirely separate version of the site for paying institutional clients. Conflict of interest that borders on grifting by employees is not hard to spot.