Small public libraries can deliver service like big libraries, without sacrificing hometown warmth and charm. By borrowing strategies used by successful small businesses in the private sector, defining goals and exploiting low cost technologies, small public libraries can serve customer wants as well as much larger institutions. Responding to just three strategic questions, any small library can improve customer service, make better use of available resources and open up new service opportunities, without a bigger building, budget or book collection. Each of these questions is discussed in the digest: What business are you in? What do your customers want? How do you get it for them? By focusing efforts strategically on well-defined customer preferences, buying, getting and borrowing strategically, and defining the mission realistically, small public libraries can be "big" in customer service and satisfaction. (AEF)