Public libraries are in crisis-mode trying to figure out their future. One area they are struggling with is their role and relationship to the Internet -- their e-services. This study engages public library staff, vendors and members in the redesign of online account management features as a way to look at participation from the perspective of the participants. Bringing together concerns, ideas and methodologies from the fields of librarianship, education, and Participatory Design, this study uses a Participatory Action Research approach to explore what we mean by participation and to identify barriers to achieving our ideal vision of participation.