I write here about my experience not as an administrator since I am not one of those, or even as a librarian although I am one of those. I offer this opinion only as an impenitent bin rat that has collected songs going back to the original days of vinyl.
We believe that of you simply treat the customer with respect, then they will reciprocate in kind. With the help of Neil Gaiman, Dave McKean, John Scalzi and Cory Doctorow among others, we are testing this idea.
Publishers should trust customers. Most people are honest and well-intentioned. Let's educate them about their social obligation to financially support the author, publisher and retailer who helped bring them this book.
If as providers of content, give me what I want, when I want it, at a reasonable price, I'll be happy to pay for it. If not, I'll be compelled -- when I really want something -- to find other ways to get it.