For years the banking industry did not consider electronic services for customers as "real" business. Then in 1994, a study entitled "New Paradigms in Retail Banking" by the Bank Administration Institute (BAI) and First Manhattan Consulting Group revealed that more than half of all retail banking transactions occurred by way of an electronic medium. People were no longer going to their branch offices, but conducted business with their phones, PCs, and ATM cards. Suddenly banking executives stopped asking "Why should we offer electronic services?" and started asking "Why aren't we offering electronic services?" This same revolution in thought is inevitable in almost every field of service including archives. Unfortunately, changing the way an institution thinks about something is not the same as changing the way it does something.