What can other in-plants learn from the state of Tennessee? "Adapt to your customers' changing needs," explains Tammy Golden, its Director of Printing and Media Services, which produces about 70 million printed pieces annually. "We no longer see ourselves as the state printer; instead we are the resource for creating and duplicating documents in virtually any form."

Although a large percentage of their work is basic black/white printing, in the last two years micrographics services, banner production, CD/DVD publishing, wide-format, scanning, QR codes and variable data has been added to their growing list of services. They have also just recently added interactive videos such as tutorials and training materials that can be incorporated on to websites or downloaded on to DVDs.