If you feel uncertainty, you need to identify the source. Uncertainty should have a specific reason, and often it can be explored or researched so it becomes more certain. I do deal with customers, but I don't think that makes my job any more demanding. People are just people, and the great majority just want to do their business and go on about their lives. Multii-tasking:

that means considering multiple possibilities is a good thing. This is also why working with other people may be very beneficial. Multi-tasking when it means trying to do two or three complex tasks at once probably isn't really a good idea. I would not want to have to complete a quarterly report and supervise the sales floor at the same time.

The internet is a "primary source" of information because there's a lot of information there that has not been edited or changed in any way. Primary sources are often biased sources. Maybe some day all research can be done online, but we're not there yet, and it requires good critical thinking skills to use the internet, because a lot of the "information" on the Internet is worthless. The Internet is easy, and that can encourage us to rationalize its value to be more than it really is.

An effective manager should also recognize the strengths and weaknesses of each employee, and capitalize on each person's strengths. With a diverse staff, people should be able to work to their strengths most of the time.
Structure at Barnes & Noble is fairly rigid, but we are told the reasons for it. People should be willing to follow basic, proven routines. If they can't stand to follow rules, I think they would have a hard time working anywhere. The company is flexible, but carefully so. They recognize that it will take new approaches to keep their market share as the use of the Internet increases. It's hard to say how these trends will affect the business, but Barnes & Noble will have to work hard on its internet opportunities but continue to look for creative ways to bring customers in. It is still very enjoyable to sit down with a cup of coffee and browse through a book. If I were in a decision-making role I might suggest fireplaces and comfortable couches to continue to provide comforts the Internet cannot approach.