Book 'em, Bobbi!

I love my car again.

2010-08-31T14:54:00.000-07:00

Back in December, I spun out on the highway. It was AWFUL. It was SCARY. It made me not want to drive my car. I didn't trust it any more. Since the spin, I have felt like I was sliding every time I went around a curve.

I took it to Firestone on Sunday to have a tire patched and while I was there, I asked that they balance, rotate, align, etc. I know, I know....that just sounds like normal maintenance, but nothing felt wrong (so shaking, no pulling, etc.), so I never had those things checked.

Finally today, I took it out on the highway and as I was coming home, I realized that I didn't feel like I was sliding even once. What a pleasure!

It felt so good that I called Firestone and told them THANK YOU. Bob, the guy who helped me on Sunday, was there and he seemed stunned. "You mean you're not calling to complain?" "How about complaining about the price...don't you want to do that?"

He said that NO ONE had ever called to tell him "thank you." That, to me, is incredible.

Let's thank each other more. Let's lift each other up with tons of praise.

Who did you thank today?

.

The new life...

2010-08-31T14:11:00.000-07:00

The whole move started out badly...It was sweltering hot in Ohio the first day we were loading, and it rained the next. (My timing is always impeccable!) We didn't get a receipt for the truck because the U-Haul computers went down. (Thank goodness they didn't report the thing stolen!) We didn't have room for both houses in one truck, so sadly, some things got left behind. Brake lights came on in the semi, so the night before we were to leave, we had to have an emergency mechanic visit.

Finally, we got on the road and about 1/2 way there, we stopped at a Subway. In the little garden, there was this cherub statue facing away from the picnic tables. It was obviously mooning us.

It was HOT when we got here...in fact, record-breaking temperatures greeted us. (Have I mentioned that my timing is always impeccable?) The movers were fantastic...they had the whole truck unloaded in about two hours. Then the AC went out.

Repair guy came and worked till about 1:00 AM, and things were fine till last Wednesday. This time, the compressor locked up. Thank goodness for the home warranty!

But today, none of that bad stuff matters. THIS is the type of day I am SUPPOSED to have every day.

After a week of sweat rolling down my back, the AC is fixed again.
I finished a book. The Emperor's Mistress by Kate Quinn was excellent. It's about slave life in Roman times. It would make a great chick flick.
I went to a music store to get everything The Boy needs to start playing the trumpet in band. AND I DIDN'T GET LOST! Not even for a second!
I ate at a Mexican restaurant that - and I am very sad to say this - beat El Vaquero in taste. (Not in service, though.)
I get to use my oven now that the AC is fixed. Ah, a home-cooked meal! You have no idea how much heat even a toaster can give off....trust me, eating out was the better option.
My car was fixed on Sunday, so now I didn't feel like I was sliding around the curves. My car was actually a pleasure to drive! (More on that in the next entry...)
I made it home in time for a nap...and it was sooooo good.

I hope your day was just as wonderful!

Step this way....

2010-07-14T14:15:00.000-07:00

Just when I was starting to enjoy going to the movies again, we're moving to a place where I don't even know how to locate the closest grocery, let alone the closest theater. Does Ft. Forth even HAVE theaters?!

One of the reasons I don't like going to the movies is because of the ticket price. (That, and the constant sound of CRUNCHING in the background. Stupid popcorn!) Anyway, since these tickets are free, I can put up with a bit of extra noise around me. Somewhat. Anyway...

The movie we saw last week was "The Sorcerer's Apprentice" with Nicholas Cage. Honestly, this movie was as predictable as all of his others, but it was still an ok way to spend the evening. I would wait for this one to come out and watch it at home, though.

The customer service connection to the premier: We were at a different theater for this one, and the line formed on the steps. Yes, the steps. While I was thankful to have a seat for the hour we were waiting to get in, I thought it was a bad idea for a couple of reasons:

No handicapped accessibility to the line. There was an escalator, but the person couldn't really stand in line over there.
If you were afraid of heights, you were out of luck. This staircase was HUGE!
Luckily, we were near the top of the steps where we could feel the air conditioning. People below us were fanning themselves and sweating. I was hoping no one would pass out and take a tumble.

The bonus was that I could see everyone arriving, so when my friend came in, I could easily get her attention from the top of the steps. I'm not normally able to find her till the last second, and then people start shhhhh-ing us because we're giggling, and then we end up rolling our eyes and they throw popcorn in our hair (stupid popcorn!).

The moral of the story? Sometimes, out of necessity, we create obstacles for our users. When that has to happen, try to accommodate. In this case, they could have offered a cheap bottle of water, or a "take a number" kind of system so that moviegoers could go have a seat somewhere less threatening and then get in line at the last minute.

What obstacles do your customers face? How can you ease their pain?

The circus is leaving town.

2010-07-09T12:32:00.000-07:00

Target date: August 1st.

It's been officially announced that I am getting married and moving to Texas. How exciting!

My job has been posted, so take a look. Trust me, you WANT to work at OPLIN.

Since the announcement, my days have been very bittersweet...I'm receiving many, many very nice messages and phone calls, offers for goodbye lunches, and even gifts! I've been quite overwhelmed.

So much for slipping out quietly.

I talk to hundreds of different people a year. (It really doesn't seem like that many.) I feel like I know you all personally! I knew it would be a bit difficult to say goodbye, but MAN, you guys! *sniff...sniff*

Frankly, I will miss you all very much. Each librarian uniquely contributes to the greatness of Ohio libraries. You all deserve medals! And raises! I hope to find librarians in Ft. Worth to be just as passionate and excited about public libraries as we - well, you - Ohioans are.

I was reminded of my first real trip outside of "my" library. I went to the Ida Rupp Public Library in Port Clinton for training on our new ILS software. That reminder, and many other stories that we've been sharing this week, certainly don't feel like they happened many years ago. It just feels like yesterday. Fun times...fun times...

My last day is July 23rd and it will be a sad one, but I'm counting on folks to stay in touch. I just don't know what I'd do without all of you!

My recipe for a sweet TWEET

2010-06-28T12:25:00.000-07:00

Several weeks ago, I posted this picture:

Last week I posted this story: "Naked Man Arrested At Library With Stolen Cheese"

Both of those posts involved food. Both of those posts inspired more comments than usual. Coincidence?

I think the moral of the story is that while people like news and helpful hints about technology and libraries, they like food even more. Or maybe they just like things that make them smile.

(And just for the record, I think the "naked man with cheese" story was clicked on because of the word "cheese" and not the word "naked.")

Plans and sand

2010-06-25T06:57:00.000-07:00

Check out this article and very cool video from CNN.

It took six days for a group of Buddhist monks to create an extravagant sand mandala at Emory University in Atlanta, Georgia.

When the last grain of sand was set, the monks didn’t spend time admiring their handiwork. Within about an hour, the elaborate art they had spent days crafting was carefully swept away during a ritualistic ceremony. This is normal practice; it is done to symbolize the impermanence of life.

This is how I used to feel doing library programming. I spent DAYS planning, prepping, copying, promoting, practicing, etc. and the program was done in 30 minutes, then the participants were gone, with nothing left to show for it.

But SO worth it to see those smiling faces, no?

Movie premier: GROWN UPS

2010-06-23T08:27:00.000-07:00

Thanks to the great radio stations above (no, really, ClearChannel Radio is upstairs), we got to see the Columbus premier showing of Grown Ups last night. Check out the trailer for this raunchy reunion comedy.

It's a nice blend of slapstick and chick flick starring Adam Sandler, Kevin James, Chris Rock, David Spade, Rob Schneider, Salma Hayek, etc.

I was afraid that, like most comedies these days, the funniest parts were all in the previews. Not the case here. Laugh-out-loud funny in spots, touching in others, this movie had the theater ROARING with laughter.

A must see!

The customer service perspective:

Sony sponsored the event, and man, were they MEAN.

I understand that they didn't want anyone secretly taping/snapping pics while the movie was playing, but they went so far as to keep us all in the OUTSIDE lobby (95 degrees, no AC, no air movement, and about 200 bodies...UGH) for an hour, then until we all removed phones from our persons. We had to TAKE THEM TO OUR CARS.

Let me tell you my main issues with this:

It made all of our vehicles prime targets for thieves. I wonder how many of the cars got broken into. Luckily, ours was not one of them.
Know what happens when a cell phone gets too hot? Mine wouldn't turn on till I held it against the AC vent for a few minutes.
Folks, you gotta trust your customers. Tell them what your expectations are, then follow through if they don't obey the rules. Don't punish everyone because you think someone might get mischievous, rude, disruptive or whatever.

Once everyone was back inside, they let us all in to the theater, where we were wanded - YES, like in the airport - for recording devices by armed, uniformed officers.

A bit of overkill, I'd say, but meh, I like feeling like a criminal.

Again I ask you, how do your customers feel when they leave your building?

Restaurant (part two)

2010-06-22T12:51:00.000-07:00

ACT II:
"So with seven people helping me", I asked Senorita Lola, "who gets the tip?"

(Rumor has it that the owner gets the tips, not the staff.) She stammered. She looked around. She finally said, "We all share it."

I call shenennigans. Still, it got me thinking...would I want to share my tips? What if I gave excellent customer service, but Jose was a slacker? Oh, I'm irritated at Jose just thinking about it. (Wait...I don't even KNOW a Jose.)

On the other hand, what if I build a team that I TRUSTED? What if I knew that with each an every customer, each of my employees were going to go above and beyond, ensuring a fantastic tip? Everyone would pull their own weight. Everyone SMILED. Each customer left 100% satisfied. This should work, right?

More shenannigans! What that means that my tip - a whopping 35% - equals 33 cents per person.

So now the dilemma...

I don't know for certain if the owner gets the tips. I don't want him to have that money.
If I leave nothing, and the tips DON'T go to the owner, I will feel just awful.
If the tips go to the wait staff, do I tip more? I'm already paying more than I'd like (but seriously, folks, this is deeeeelish). But it's almost slave labor if I only give them 33 cents each.

I don't like this tip thing, mostly because now I feel cheap. The tips system should be abolished. Pay people what they're worth. God bless America! Even in Mexican restaurants.

Anyway, I hope your customers don't leave with dilemmas like these floating in their heads. It's really not very nice. What are your customers thinking when they leave? Are they saying, "Huh?! What was THAT about?" or are they saying, "This place is deeeeelish!"

The Restaurant (an act in two parts)

2010-06-21T14:07:00.000-07:00

ACT 1:
My most favoritist (yes, that's a word) restaurant is just up the street from where I work. XOXOXOXOs to Mexican food! I would marry it if I could. (Stop judging me.)

ANYWAY, besides the DEEEEEEELISHIOUSNESS of it, I love this place because of the customer service. Today I had SEVEN* people assisting me. (I don't need that much help to eat, it's just their way.)

#1 ordered my food AS I STEPPED OUT OF MY CAR.
#2 placed chips and salsa on my table AS I ENTERED THE BUILDING.
#3 brought over my standard margari---Coke.
#4 seated me and told me my food had been ordered.
#5 brought my plate.
#6 refilled my glass. *hic*
#7 cleared my plate.
#4 walked my check up to the register.
#6 brought my change.
#1 asked if the book I brought this week was a good one.

All of these wonderful people work as a well-oiled machine. They run - literally RUN - and SMILE the entire time I am there. And not just for me...for every single customer. Seriously, what other place does that?

From "Bienvenidos!" to "Hasta manana!" they make my lunch an experience, rather than just a meal. Y me gusto mucho.

**Until about three months ago, there would be an 8th person. Arturo would so graciously bring me a bib and go so far as to place it on my chest. (See? These guys GET me.) Arturo has moved back to Mexico. I miss him and his bib placing skills. Adios, mi amigo!

So...how much attention do you give YOUR customers? How personal is it?

The real value = the service you provide = BOOK

2010-06-11T13:03:00.000-07:00

Many people these days are focusing on the value of libraries. I am not going to dispute that one bit! But why are we talking about libraries, when we should be talking about the services they provide?

Today, I had the ultimate experience with my favorite library service: THE BOOK.

I started reading The Bondswoman's Narrative by Hannah Crafts. From what I can tell, the introduction is longer than the entire book. Still, I kept reading, immersing myself in the life and times of a freed slave.

Unfortunately...
     I had one of the worst possible lunches (bologna sandwich and water - yuck).
     I was outside, so I had bugs landing on me CREEPING ME OUT.
     I spotted poison ivy across the fence and the mere sight of it made me ITCH.
     I had annoying people slamming their car doors all around, beeping their horns to set their alarms.

BUT...I also had a new book...a nice breeze...a full tummy...sounds of the city, sounds of the birds, and blue skies with white fluffy clouds (you know the ones...the ones that can only be found in Ohio).

THAT was an ideal lunch. And at that moment, it really had nothing to do with my library. Just me and my book.

This week in customer service...

2010-05-28T13:48:00.000-07:00

A note or two about my customer service experiences this week...

#1. Thank you, Clear Channel, for giving me tickets to the premier of Prince of Persia! (One of the perks of working in their building!) Pretty good movie, great effects...a bit predictable, though. Not for young viewers because the plot is a bit complicated.

The customer service experience: We were told to come early, and we showed up about 45 minutes before the show. And we waited...and waited...and waited. There were no benches, the carpet was too icky to sit on, and there were a LOT of people in that very warm hallway who had worked all day and were a bit weary. It would have been nice of them to open the doors a bit earlier so we could all be more comfortable.

Not once did anyone from the theater come around. Hmmmm. I would think that would be a great time to advertise future shows and maybe even toss out a few freebies. Popcorn, anyone?

#2. Though I usually have bad hair, this last cut was particularly disturbing. I had it re-cut on Tuesday, then went back to the same shopping center on Wednesday for lunch, and the stylist I used the day before saw me walking by, popped her head out the door, and said, "Your hair looks nice today!"

The customer service experience: I LOVED that this stylist took the time to ask me about my new cut. Even if I end up hating this style, I will still go back to her at Saturday's Salon. I'm assuming she didn't leave someone in the chair with wet, half-cut hair to come and talk to me...

#3. When I got to lunch, the lady taking my order at Great Steak asked me if I wanted my usual and proceeded to type it into the register. She even rememberd that I liked extra hot sauce. *blink...blink*

The customer service experience: This happens at another of my favorite restaurants. This makes me feel REMEMBERED. (They're probably remembering my bad hair, but still...) It makes me feel like a valued customer.

Remember back in the day when ladies at the bank knew you by name? (That always fascinated me; I have no memory for this kind of thing.) Well, this takes it one step further. And for that, they get extra tips and I spread the word about how fantastic they are. It's a win-win, I'd say!

When there are more ‘good’ than ‘bad’ customer service experiences in a week, I smile. Were YOU smiling when I walked in to your business this week?

A slice of common sense

2010-05-25T11:16:00.000-07:00

I don't really need a customer service blog when I can just point you to folks like this:

Jeremy Girard, web designer
http://www.pumpkin-king.com/index.php/blog/a-slice-of-common-sense

This guy not only nails customer service, he is fantastic at web design as well.

And no, I'm not getting paid to promote him. And yes, pizza does sound good right now.

Who are your friends?

2010-05-21T13:25:00.000-07:00

In this social media age, I have friends, "friends" and FRIENDS. Facebook and Twitter allow me to befriend wild-eyed strangers, find lost BFF's, and keep in touch with my friends and family near and far.

Statistics say that people are relying more and more on friends than experts, and that's why I have my trusted FRIENDS.

I know lots of people in Ohio libraries, I talk to them, I hear about their families, I solve their OPLIN issues...they are my friends.

As for my other "friends" (people in libraries and PR inside and outside of Ohio whom I have never met), well, I rely on them to keep me in the loop. They know the field better than I do and keep me informed of the latest and greatest innovations that should be important to me.

Recently I met one of my "friends." David Lee King, the Branch Services Manager at Topeka Shawnee County Public Library, presented at the Social Media for the Social Good workshop sponsored by OLC. What a strange feeling! I felt as if I were standing next to a celebrity!

Why is that? I mean really, he's only a person. He happens to be a librarian who does his job well. VERY well. I think everyone who does their job well should be famous. Managers should be featuring their star staff members on their web pages and announcing how outstanding they are on Facebook and Twitter every day. [HINT...HINT, directors!]

Anyway, I'm hoping my "friend's" awesomeness rubs off on me a little! Oh, and Mr. King, sorry about my glow, it's my halo. Or, it could be a bad pic because we were in front of a window. It's one of those things.

Marketing the obvious

2010-05-05T05:57:00.000-07:00

I thought this was really clever, but only after someone explained it to me.

A local pizza place said that they were having a one-day only sale on April 15th. You could get a large pizza for $10.40.When I asked a co-worker if they wanted to share, she said, "That's FUNNY!"

I didn't understand. We always share our pizzas. She's my pizza buddy. I thought the world may come to an end. When she saw my tears, she said, "It's funny because it's tax day."

OH. 1040. I get it now.

And then...there's a holiday that comes every year on 5/4. It's "Star Wars Day." I don't know how many years it's been celebrated, but I never caught on. It comes on May 4th. Get it? May the 4th.

May the 4th be with you? Really? How is a normal person supposed to connect the dots on that one?

My point is, you may have a clever slogan, logo, or PR stunt, but if it's not obvious, some folks are missing out. I guess your usual stuff better be good enough to reel them in till your clever stunt blows over.

Sorry, but I'm not heading to the library tonight, folks...I'm in the mood for pizza and a movie.

*Yoda pizza pic courtesy of Geekologie.

In my heart, I'm an enabler.

2010-04-07T18:31:00.000-07:00

The call began like this:

"Well, if YOU'RE not doing database training, and the STATE LIBRARY'S not doing database training, what am I supposed to do?!"

I gave her at least three resources, but obviously, nothing I said was going to appease her, and very unprofessionally, I told her that. Luckily, she laughed and agreed.

I have thought about that call for three days now. I want to help her, I really do. I want to go there and hold each library staff member's hand and show them that databases can be easy and FUN.

But that would be bad.

On one hand, there comes a point when you need to let go and stop being an enabler. They're big kids now. Give them the resources and make your staff and patrons responsible for their own learning.

On the other hand, I feel responsible. They're our resources. They're our customers. They're our responsibility. And if they don't get it, it's our problem.
.

Social and emotional

2010-03-25T05:28:00.000-07:00

Someone close to my heart died yesterday morning. Before social media, I would have told close friends and family, but in this day and age, I was tempted to post this to Facebook and Twitter. I didn't, but others do regularly. I've "been there" (sometimes from miles and miles away) for people when they've had major surgeries, lost pets and I've lamented with them about gaining weight and getting older.

Supposedly, your online friends are your real life friends. Really though, you have online acquaintances - your boss, coworkers, colleagues, etc., and while their outpouring of sympathies may be comforting, I'm wondering if social boundaries should be redrawn.

Would people see me as less than professional if I posted something so personal as grief? Will what I say be re-posted and live on forever on other sites? What if I ever want that moment of grief to just "go away" and stop serving as a reminder to a difficult time?

It's difficult to always be the perky one when you're the face of an organization, isn't it?

What inspires you to learn?

2010-02-08T10:55:00.000-08:00

Obviously, the way I learn is different than how you learn.

In the sometimes fast-paced, quickly-changing OPLIN environment, I feel a little left out for a while when something is changed. I have lots of notes (but no...passwords are NOT kept under my keyboard) and I really do try to pay attention, but after a while of listening to "tech talk" my eyes glaze over and I begin thinking about checking my Facebook account to see if anything fun and mindless is happening.

To make me really learn something, please do the following:

Make sure it applies to me and tell me WHY.
Give me the back story so I can put it in perspective.
SHOW me. Not only show me the product or idea, but show it being used successfully somewhere so I can tie it all together in my head.
Give me time to play with it.
Give me a handout or something to refer to later because after the glaze happens, I can not be responsible for knowing a thing you just said. Also, it may be three weeks before I have to do it again and I will have forgotten the how's and why's.

That being said, I am wondering about how we tell you, OPLIN Land, about our services. We are here for you, but do you know WHY? Do you even know we exist?

When we present something new to you, is it in a format that helps you "get" what we're saying?

Mostly, we send an e-mail announcements. Lots of text. Some of the WHY.
Hmmm...sounds like the exact opposite of the way I learn and remember things.

Of course, this isn't about me, it's about YOU. How do YOU want to receive OPLIN announcements? I mean, they are going to be e-mail, website and RSS, but I mean what FORMAT do you want?
.

Get fresh!

2010-02-04T13:53:00.000-08:00

Don't you sometimes feel that library folks are all talking about the same things over and over? I feel that even after I read ten blogs, I've actually only read one or two worth noting. With the new list of Ohio libraries on Facebook and Twitter (yes, OPLIN is following all of them, and so can you) I'm seeing the same tweets, the same posts, the same blogs a hundred times a day.

I'm not saying the posts are WRONG, I'm just saying that customers want something more than, "Hey, look! XYZ Library has a program going on!" Customers want a personal conversation with you.

Say something personal. Say things about individual staff members. Post suggestions from your suggestion box and your responses (of course). Give facts about your library.

"Did you know Miss Jenni has a degree in Russian history?" Post her picture - she's the one in the fur hat.

"You will never believe what we found in the book drop today!"

"A patron thinks the bike rack should be placed closer to the building. Great idea! We're moving it this afternoon."

"If you ask Jane in the Reference Department what her favorite book is, you may be surprised!"

"Want a workout? Your library has 3.22 miles of bookshelves! Come and browse them all."

"Can you guess which book was checked out the most last year?"

If you're having difficulty being "fresh"...if the same people are having the same conversations, get out of the pattern!

Try a new voice. Give another staff member the time to tweet for a while.
Allow a guest post on your blog.
Be willing to talk about something new...new services, new programs, throw out new ideas and get patron feedback.

Your followers know you are awesome. Toot your own horn, but also let others talk...let others tell of their experiences with you. Grow, don't stagnate!

.

How do we keep book-joy alive?

2010-01-15T12:53:00.000-08:00

The first sentence of The Children of Cyberspace: Old Fogies by Their 20s by Brad Stone made me cry.

"My 2-year-old daughter surprised me recently with two words: 'Daddy’s book.' She was holding my Kindle electronic reader."

It's a bit known that I like REAL books. Don't try to hand me one of those e-books.

I don't ignore that OTHER people may like the coldness and efficiency of a hand-held reader, but they're not for me. Unfortunately, though, they seem to be changing the way the next generation thinks about reading.

I know each generation is different. They each have their Cabbage Patch Kids, their 8-tracks, their Shaun Cassidy posters. It's cool that new things are invented every day. What gets me though, is that we have always thought of a car as a car. A hamburger is a hamburger. They look a little different today and are way more advanced, but they are obviously cars and hamburgers. Kindles don't even look like BOOKS.

Books...those warm, cuddle-up-with-me pages of goodness. How can we let that experience fall by the wayside? Will our kids be so used to the coldness of electronics that they will have no desire to smell the pages as they turn them? Won't they want to fold the pages back as a paperback is read? Won't they want to write in the margins? Won't they want to share the books with their friends and donate read books to their local library by the box full?

I haven't seen where downloaded books can be shared. You can't SHARE what you are reading?! I know...I cried, too.

Technology is taking over. How can we keep book-joy alive?

.

What to do with all that social media?

2010-01-08T06:27:00.000-08:00

Since people get overwhelmed by the number of sites to keep track of, there are a LOT of social media aggrigation sites out there...sites that combine your Facebook, Twitter, Flickr, e-mail, etc. all in one place. But more than needing tamed, social media needs to be integrated and streamlined into what you do.

Each social media venue has a place in our marketing efforts. Each one has a specific purpose and a targeted audience. Remember, it's not about us...it's about our users/followers. Sure, it provides a place for us to toot our own horn, but more importantly, it gives a platform for others to tell about the experiences they have with our staff, services and programs.

Do a very informal survey to find out what social media outlets your patrons, clients, and staff use to help choose the venues you want to integrate, then ONLY use those. Survey every six months to see if the trend changes. I'm just talking about a simple checklist you hand customers as you are checking out their materials. Ask them to check off what they use and have a space for "other."

Don't knock yourself out trying to create videos if they aren't watching them. Don't keep tweeting if no one is following. Be spontaneous with your posts. Don't "preach" your services all of the time, mingle with your online friends and post something meaningful to them.

But once you DO decide to integrate a site, keep on it! Don't create accounts then ignore them. Use these outlets to keep your library in the forefront of their minds.

For ideas, check out other library sites. Check the book vendors/publisher sites. See who your friends follow. Get a following, then WOW them.

I've yet to be WOWed by a library using Facebook or Twitter. You can be the first! I will let you know and sing your praises if you succeed!

You say you want a resolution

2009-12-24T13:50:00.000-08:00

Ages ago the Duct Tape Marketing blog had a story called "Where's Your Fortune Cookie Moment?"

I read the story thinking, "VERY cool idea!" and then I forgot about it. I've noticed that a lot of my found ideas are quickly forgotten because I don't stop AS SOON AS I READ THEM and think, "Let me make a plan."

This brings me to my social resolutions for the new year:

When an idea sounds good, I will immediately plan on how to implement it. Sounds impossible, no? Ok, maybe I'll ease into it by just taking better notes and make sure to keep coming back to them.
I will blog more. My brain is filled with stuff, I just need to get it out.

I will read Seth Goodin (and everything else in my RSS reader) more often. Do you hear me sigh heavily when I log in once a week and see I have many, many, many articles? *sigh*

I will always smile when I answer the phone. After all, "You're only as good as your last phone call."

Starting right now, I will give each person a Fortune Cookie Moment. When y'all call, I will make a point to make a comment that has nothing to do with the technical moment. I will make you smile.

I hope your resolutions are as successful as mine will be! Good luck!
.
.
.

$ Library Millions $

2009-10-16T14:08:00.000-07:00

Well, it never fails...I come up with something brilliant and think, "Nah...no one will ever run with this." But sure enough, someone DOES pick it up and run with it and makes millions. Do they read my mind? No...given time, people will eventually think of my revolutionary ideas on their own. I'm just ahead of the curve sometimes. *snicker*

The secret to my really cool ideas? I don't think like a librarian. I think like a consumer.

I serve people the way I want to be served. I think, "Wouldn't it be cool if..." And ta-daaaa! I get this idea to have a real Monopoly Board courtesy of Google Maps or "hybrid books" with real pages, websites, and video content. The guy behind the Vook really should be sharing his soon-to-be millions with me.

Anyway, for years I have been thinking how cool it would be if libraries would also function as small-scale bookstores. How cool would it be to purchase a book with the profits going to the library? (On the other hand, if this is such a great idea, why aren't libraries already doing this?)

After recently placing a hold on a NYT bestseller and discovering that I am #584 on the waiting list, even I - the #1 library cheerleader - was tempted to just go out and buy it to avoid the wait.

Sounds like a win-win for everyone...

I get my book NOW.
The library makes some $$ for their book budget.
The library gets the book as a donation when I am done reading it.
Person #585 on the reserve list gets their treasure faster.
Library circulation goes up because they are attracting new customers.

Of course, you don't want to step on the toes of your local bookstore. Build a partnership. Share the profits. Have book promotions together. (You know the drill.) They could come and volunteer at your library to see what folks are looking for. You could also send library staff to volunteer for them so you could see what topics folks are buying so you can update/supplement your library collection.

Book stores do some things right...marketing, sales, customer service...libraries do those things, too, and could learn a lot from getting an up close and personal view from the inside of a book seller.

Go ahead libraries...make your millions now.

You're welcome.
.
.
.

The Fast Food Library

2009-10-09T07:45:00.000-07:00

I walked into a local library last Saturday and coming up behind me in the doorway was a little girl (with piggy-tails, of course) who shrieked, "This is so exciting!" It wasn't "This. is. so. exciting." She was genuinely happy to be there, and her enthusiasm was so contagious, that I found myself also thinking "Thisissoexciting!" My son looked up at me and grinned because he knows that kind of reaction to the library experience makes me want to hug people and cry.

This kid really GETS it. She gets libraries the way I do. She GETS that libraries are fun, fantastic places that you can stay for HOURS just looking around and watching people. (Not in a creepy way, of course. The focus is the books, not the hottie in the stacks.) She gets that for the rest of her life, she is a captive audience to anything with a cover and words that flow through the imagination like she's actually living the words herself.

Piggy-tail girl is dragging her mother past me and is practically bouncing out of her shoes with excitement when her mother says, "Hurry and grab two. Let's go."

Yeah...talk about wanting to cry.

I GET people are in a hurry, but the library experience, for some, HAS to be savored. We're not at McD's where it's the same thing every time. We're not just ordering a pizza and the toppings are going to be the same as last time. This is new stuff. Each and every time. It has to be absorbed. It has to be experienced. Each nugget has to be discovered and chewed on s l o w l y.

Slow down, for heaven's sake! Foster this young enthusiasm into a gift of joy that she can experience forever. And yes. She can have fries with that.
.
.
.

#$%& budget

2009-07-14T16:03:00.000-07:00

Here at OPLIN, we have deleted quite a few e-mail accounts. Supervisors are e-mailing and calling in, sometimes tearfully, to report that they had to let someone go to meet demands of a new budget.

It’s difficult when a patron’s favorite staff member leaves, whether it’s under good conditions or difficult ones. Someone will miss the person who helped them find a job, learn to read or inspired them to check out something way cool.

Those of us left behind are also in a period of mourning. We relied on those staff members to smile at us when we were having a bad day, to make the best coffee or to handle the difficult patrons. They are still our friends, but things will now be awkward between us.

While we may be grieving, we need to remember it’s about the patrons’ disappointment, not ours. Just as with all other aspects of library service, those staff members were not ours….they belonged to the customers.

And they will be missed.

Personal vs. professional

2009-06-04T11:13:00.000-07:00

With the potential of being YouTubed at any moment, we know that every move we make inside or outside the library could be seen by our customers.

We also know that every move we make, either personal or professional, is a PR move.

That being said, should employers have the right to say,
"You can't post that to your site!”

I am not being scandalous. I haven’t documented my drinking binges (OMG, have I?!) or taken videos of the dog fights I host. I’m just thinking that sometimes things I say might be misconstrued when taken out of context.

I have brought this on myself…back in the beginning, I accidentally sent out Facebook invites to everyone in my e-mail list. (What a n00b!) While not intentional, that move suddenly combined my professional and personal lives. What’s more, I have always used my real name so that no one else could sign up for accounts using the name Bobbi Galvin. I still think that’s smart, but the down side is that if you search the social sites for my name, the person you (or future employers) will find is, well…me.

We already know how librarians behave after hours and that most of our stuff wouldn't be appropriate for customer consumption (so offensive, we are!) but…

What about police officers? Should they be posting their personal opinions about local politics, or Facebooking their pics, filled beer glasses in hand?

What about the teacher who quotes song lyrics with profanity in them?

Finally, how about the co-worker who has a nearly pornographic online personal ad?

“A recent survey of 950 HR professionals and business managers reveals almost a third check up on employees …by looking at what they post on social networking sites (Steria.com).

As a supervisor or co-worker, how do you handle this?
Could something one of your employees says on their personal site be held against them professionally?
Do you look at employee sites?

No matter if I am posting personally or professionally, I still go with Mom’s #1 rule:
“If you can’t say something nice, don’t say anything at all.”

Thanks, Mom! That’s probably saved me a time or two…personally AND professionally.
.
.
.
.

Library Cheerleader

2009-05-13T10:49:00.000-07:00

I have been having some interesting lunches lately. Today was especially good because I got to talk with a complete stranger about...you guessed it! BOOKS!

You have no idea what a thrill this is for me. As a life-long library cheerleader, I want to shout, "READ THIS!" at the same intensity level as one of those scantily-clad girls on the Cowboys' sidelines who shout, "GO TEAM!"

So, I am walking into the restaurant holding my recent read, and I am caught by a woman who says, "I have been meaning to read that." Well, that's all it took.

We ordered lunch and sat together and talked about not only that book, but about 50 more titles, which we scribbled on napkins. Of course, we couldn't think of complete titles or authors' names, but that's ok! Some of the best book ideas (and future date phone numbers!) have been documented on napkins.

So I asked where she gets her books. She had the nerve to mention the Barnes & Noble at Easton. WHAT?! She lives in Columbus, Ohio, with the #1 library in the nation, and she BUYS her books?

After she calms me down, she tells me that she also goes to the library. *sigh of relief* Good thing...I was about to kidnap her and drive her to the closest library and show her all of its goodness, Vanna White style.

Still, sometimes she would rather fight Columbus traffic (especially at Easton) and pay outrageous prices for her books than to get them for free at the library.

I still don't understand it. WHY? But hey, it's her choice.

Then I remember the size of my own bookcases. And the piles of Bobbi-owned books at home. And the current status of my nightstand with my own books piled upon it, waiting patiently to be read and scribbled in.

We talked for nearly an hour about books. Religious, suspenseful, and funny titles abounded as the cashier and our fries listened intently.

My point, and I do have one, is that you can be your library PR person without having the title of PR person. You can be a library evangelist no matter where you go. You can get ideas in strange places about how libraries can serve the people and take those ideas back to your library and IMPLEMENT THEM.

While I am not sure of her name, I do appreciate that she took time to share her readings and library experiences with me. As she rode off into the noonday sun carrying her pile of napkins and MY BOOK (that I purchased and not borrowed from the library) in her backpack, I hope that I have given her the titles of her next several great reads. And I also hope that she can hear my voice in her head the next time she walks into the library and books begin to jump out at her saying, "READ THIS!"
.
.
.

Do you hinder?

2009-05-06T14:13:00.000-07:00

So I am walking in to the library the other day and I see that someone very inconsiderate has put up ropes so that students (and I!) can no longer walk through the grass.

Nice grass. Pretty grass. And a flower bed.

But here's the thing...in order to get to the front doors of the library from the sidewalk you see here, you have to walk what feels like a MILE (at least when it's cold, snowing or raining).

So my thought is this: Why not just put in a little cobblestone walkway? Or a sidewalk? Why would we make people go out of their way to get to us?

Sounds like a simple question, doesn't it? But we hinder access in so many different ways.
Let's think:

Can patrons search the library catalog easily? (Or do they have to use the secret codes...KW=, TI=, AU= ?)
Can they search the databases easily? (Can they even find them on your page?)
How's that web page of yours looking? Can people find your hours and phone number easily? What about a "contact us" e-mail address?
What was the last question you answered "NO" to? Why did you have to say no?
How many times a day do you say "NO"? Seriously...make a list and see what you can get changed to YES! ("Because that's the way it's always been done" is NOT a proper answer. Ever!)
Are there enough outlets for personal laptops? Data drops if you aren't wireless?
Oh, for heaven's sake! Why aren't you wireless?!

If the majority of the people want to walk through the grass, maybe they know something we don't.

We're here for them...follow their lead. Sorry if it takes you around the block. I recommend bringing an umbrella.
.
.
.
.

What's your niche?

2009-05-01T13:01:00.000-07:00

While reading the blogs today, I found out about this little gem:

It's an interactive library cat map.

Yes, it is. Seriously.

Want to know if there is a Dewey-type creature near you? You can use that tool to help you find her...him...it...whatever.

Some programmer had waaay to much time on their hands, IMHO, because really, what's the POINT?

Anyway, my point isn't to complain, uh, I mean advertise, that website. My point is that these libraries each offer something that could reasonably be construed as interesting to some people. They have a mascot. A living, breathing THING to do their PR and "touchy-feely" type stuff. I am sure people leave the library feeling good. (Unless they have allergies, of course.)

What does your library have that makes it stand out above the rest? Surely there is something.

Give some examples. Warning: because the ideas you share may be cool, be prepared for other libraries to copy them. Don't be offended. Be flattered.

Ok...I'll go first. You twisted my arm.

I've heard that one library is known for having homeless people everywhere. Wait. No. That's not it. Oh! I know a library (yes, in Ohio) that the director is known for not using e-mail - EVER. No. That's not it, either. I got nuthin'. Help me out here.

I'm not talking programs...I'm talking unique every day offerings.

Make me want to come and visit you. What 'cha got?
.
.
.

Martha! Seriously?

2009-04-20T12:16:00.000-07:00

Body + Soul Magazine Promotes BookSwim as "Easier" Than Library
April 19, 2009 - 6:15pm — shelfcheck

Ouch. In the May 2009 issue of Body + Soul magazine--"A Martha Stewart Publication"--"renting a book" via BookSwim is #1 on a list of "6 Simple Ways to Better Your Life and the Planet."

The magazine copy reads, "Looking for a good read? Try renting books Netflix-style with bookswim.com. It's easier than going to the library and greener than buying from the store. Log on and have your picks delivered to your door in recycled packaging."

- - - - - - - -

Pfft. Easier than going to the library?

Call me old fashioned, but part of the reading experience is going to the library.

You get to browse.
You smell the books.
You see people. (And more importantly, you see what those people are checking out and make notes in that little notebook you carry around with you so you know what to pick up next time).
You see the upcoming programs.
You see the displays and realize that you need to check out that gardening book because your yard does in fact need tending to. (How did they know that?!)
IT'S FREE. I'm certain BookSwim isn't. Who would pay for something that's already FREE? Am I missing something here?

After all of these years of promoting Martha's books, she goes and stabs us in the back with her perfectly sharpened kitchen knife. Hmmm.

Things I should probably say...

2009-04-17T12:11:00.000-07:00

The disclaimer:
While I absolutely ADORE my work at OPLIN and the university library (which shall be left unnamed), I do not always agree with the thoughts, actions and opinions of all of the staff members. That is most likely known.

That being said, they also don't all necessarily agree with me.
(Yeah, I don't get it, either.)

Anyway, I am begging forgiveness if my opinions do not agree with yours, just as I forgive you for being wrong. The first step to providing outstanding library service is recognizing and addressing the areas in which we disagree.

Sometimes, we will not reach a good conclusion. THAT'S OK.

When that happens, let's ask the customer. Besides, the library doesn't belong to the librarians, it belongs to the users.

It. Is. Not. Ours.

Period.

'Nuff said.
.
.

What WOULD Google do?

2009-04-10T11:04:00.000-07:00

At the risk of being placed in front of a librarian firing squad, I must ask:

What would Google do if it were in charge of Ohio public libraries?

Not that Google shouldn't be in charge of ALL libraries, but let's just start with Ohio. We have always been cutting edge, so I think we should be the first ones. Relax...it will not be a hostile takeover.

I ordered the book What Would Google Do? by Jeff Jarvis. No, this is NOT a commercial for the book. I haven't even read it yet. It may, however, be a commercial for the title. Just seeing the Google font sitting on the desk next to me has been enough to make me want to share everything I have with unsuspecting people...Yes, even my Reese Cups. And I think this is good. Very good.

The question is not "Why DON'T libraries share our amazing coolness with everyone?" The question really is, "Why WON'T we share?"

Oh, I know...I know. We all have stereotypical preconceived notions that we are friendly librarians...the sharers of knowledge...the organizers and catalogers and seekers of all that is true and good. Dare I protest this? *again ducking the firing squad*

If we were true dispensers of information, I would be able to go to a neighboring city and use my library card to check out the latest great read. But alas, I can not...

I must get a card for THEIR library and use that. (Shoot...did boy child bring the wrong card AGAIN?)
I must go to the seven-mile-away library system to pick up a book that I absolutely MUST have because the library down the block doesn't have the same ILS and can't ILL if for me from them. (If you can't serve me, I WILL go somewhere else.)
I must fill in the same forms that I already filled out at three other libraries to use their computers. (Hello?! I provide your Internets, why do I even have to sign ANYTHING?!)
I must have a different username and password (meeting each library specifications) to access my various accounts online. (And do I remember any of these passwords? Of course not. Don't be silly. And middle child? Please. She remembers less than her mother.)
I must search this catalog differently than I search that one. (Do I use KW= for a keyword search, or can I just type it in?)
Why can't I search all of the library catalogs in one place? I sure would like to type that long title in once.
I access the free statewide databases here differently than there. (Some provide the Ohio Web Library, some make me click on each database to search. Excuse me, I WORK here and I don't even know what an EBSCO is.) UGH.

Please. Just give me my desired items and information in one format. In one place. And I want ONE account to keep track of thankyouverymuch.

Why is it that we can't/won't Google-ize, so to speak? Is it pride? Is it the inability to agree on one ILS system? Please tell me. And then we will forget all about that and do the right thing. "CUMBAYA , MY LORD, CUMBAYAAAAAAA!"

One of the things I like about the Googlie is that they are open with everything...even their mistakes. Sure, others may laugh at them, but isn't that absolutely wonderful? Of course, bringing knowledge and infomation to people is rewarding. But making them laugh along the way is also a tremendous service.