TracFone Duped Me: Locked Hardware with no warning

I feel like I have been duped. If this had happened to me when I lived in Connecticut, and when Richard
Blumental was still Attorney General, I know what I would have done. I would have gone to his office with my issue. (I think that he was an incredible public advocate for consumers and consumer rights.)

So here is the story. I went to Costa Rica. I knew from prior trips that international calls are expensive as is adding international calling service. Even with international calling service (at a monthly fee), you still pay for both every call made and received. I added international data and texting, but not calling. I did what folks traveling do, I bought an inexpensive phone to use, and then bought a SIM card in the country to use for local phone calls. The local SIM card was inexpensive and gave me a local phone number.

I made a mistake though. I bought a phone, which I thought was just a phone. It was a TracFone.

Nowhere on the packaging does it say it. Nowhere in the agreement of terms and conditions does it say it. It is locked and can ONLY be used with a TracFone SIM card. The physical handset has no markings saying it is TracFone. Nowhere. Not on the case, not on the battery, not on the rest of the guts of the phone. Nowhere. (Bad marketing, by the way.)

I thought I bought a Samsung phone which came with TracFone service.

So not true.

I wound up going to a store in Costa Rica and buying another phone (Nokia, by the way), which is what I will use from now on for international traveling. It worked fine out of the box, and was even charged when I bought it (unlike the TracFone).

I had a series of emails with tech services at TracFone which were entirely unsatisfactory. Of course, I could have been talking with a machine.

They may provide a useful service, and I know some folks who have used it. However, I found them to be totally deceptive in my dealings with them. I recommend you not use them.

Early September Links, volume 1

I started this post thinking it would be a short one with a few links...it is now turning into a two-part post. Here is "volume one."

First some humor. While most librarians know about Unshelved (along with its computer programing cousin/half-brother Not Invented Here), one of my favorite library humor sources is Shelf Check. It has not been as frequent of late, but the latest is a great one.

LISnews alerted me some time ago to the wonderful book based paper sculptures which are popping up (literally) in libraries around Scotland. It started in March, and the most recent (that I have learned about) appeared at the end of August. Here is a blog post which has photos and descriptions of all the items which have been reported so far. In the comments there is speculation as to who the creator is.

There is a longer web version (and shorter print version) about pricing of database packages from academic publishers (mostly). Commonly it is referred to as "the Big Deal." Richard Poynderhas a good explanation and history. In a lot of ways the sub-title says it all: Not Price But Cost.

I don't remember where I picked this up, and I have always had a good relationship with IT folks, but I love the headline: Why IT pros should be more like librarians. One of the points that the article makes is about the ability to communicate clearly about what is happening. I'll say that in my present place of work (MPOW), the folks in IT respond quickly to requests, and do keep us informed about what is happening.

Stephen Abram has been blogging for just about as long as I have. [He started his blog, two days after I started this one! He is much more consistent and prolific, though.] Stephen picks up stuff all over, and shares it willingly. Two recent posts struck me:

1. The first concerns the use of location based services. Stephen is a huge fan, I am not as sure about that. However, it does have implications for library services and as he notes: "libraries have branches and multiple locations because geography is important for face-to-face service, community and learning. That’s one reason why I track location based services so much." And later he says: "I believe that geo-based web services and products will be essential to library strategies in the future." Both of those are statements with which I agree.
2. The second post covers an important topic and has an insightful title: Preparation for Living in a Public World. He wrote the post for the AASL Banned Sites project. As you might expect, he is against schools blocking specific technologies, and suggests that students would be better served if schools taught appropriate sharing behavior. I encourage you to read his post.

To follow up on the first of the two items immediately above, smartphones and e-books have been a continuing topic of interest. My friend Michelle Boule writing for ALA Techsource talked about what the growth in smartphone use means for libraries, including library web sites. A good article if you missed it.

This post reminds me of why we gather statistics. And the title says it all "Assessment isn’t about the data, it’s about the results." I think, for me, there is another important aspect of assessment which is buried in Jenica's post, and that is the value of anecdotal evidence.

David Lee King has a great recent post about the importance of relationship building for libraries (as institutions). It is a great concept, one which I always tried to implement (including in the days before social networking technology). It reminds me of one of my favorite sayings: You can never have too many friends!

Abigail Goden who used to work for my friend Rochelle in LaCrosse has started a series in her blog Hedgehog Librarian, called "Data Tidbits." It has been appearing regularly on Fridays. The first one was August 12, and as the name suggests, it is a mish-mash of items. (In this one she suggests following data "queen" Dorothea Salvo on Twitter....I loved reading her blogs, I guess I am going to have to go back to Twitter.) Both the first and the second ones include data jobs as part of the post. Both the third and the fourth ones continue in the same vein. Well worth following.

"I quite like using the word 'assets' with reference to library collections." This is the introductory sentence of a post by Lorcan Dempsey. I guess it is my MBA education and activity in the business part of the library that I have always thought of them as assets in the accounting sense. However, Lorcan goes on to say "We tend to think of assets in positive terms, as things that are valuable." I think that may be the more important part of his message.

I am not sure where I first picked up on Jennifer Meyer's blog. She is a (the?) librarian at a for-profit college. Her blog is called careercollegelibrary. She posted in a series about some of the perspective from that kind of institution. I was put off a little bit because in the first one, she uses "perspective" when she means "prospective." She does focus on the library's potential role in recruiting students. In her second post, she focuses on retention. This is especially important as higher ed institutions are being judged on graduation rates, and retention is what is needed to keep that rate high. Her third post focuses on the final phase of higher ed, critically important to for-profit institutions and one where they have been most criticized, placement. It is a slightly different take on the world, and I think a blog worth following.

Also in the nitty-gritty of the library world, Michelle McLean (Connecting Librarian) talks recently about some of the mechanics of information flow. It is certainly worth a read as you try to manage organizational blogging, tweeting, and other social networking activities.

IKEA lies - IKEA service sucks

It is strong language...but it is my truth.

I previously believed it wrong. but today it was proved true.

Story to prove the truth:

We have owned a lamp for several years. (It is not an expensive lamp.)

The lamp broke at the base. It is a fundamental design flaw because it is the single week point since it is the single piece which joins the base to the pole for the lamp. The lamp you don't want to buy is the NOT.

Mine snapped off right where the base goes to the upright pole.

Clearly a weak point.

I tried to get a replacement part from the local hardware store, but since two sides are machined, it is not available from anyone but IKEA.

So, I called the national number.

They said to visit "my local store." Yeah, right. The light was purchased in Minnesota, the "nearest" store is in Houston which is almost 500 miles away.

Previously, with another piece of furniture, the customer service folks had been wonderfully accommodating. This time? Not so much. After a series of emails, here is the response I received:

Unfortunately, IKEA simply does not have the availability of an
option to purchase separate components for our NOT lamps, either in
store or online.

We appreciate your inquiry and apologize for the inconvenience, but
the only possible way a replacement component might be obtained would
be at an IKEA store that happened to have availability in its
recovery department.

Which means (to me) that, if you cannot come to our store, you are SOL (Simply Out of Luck).

Well, that is so not 21st Century. It is so not Internet friendly, and most importantly, it is not green. IKEA says on its web site:

The Never Ending list consists of all the improvements we have made for people and the environment. Here’s where we are so far.

[A long list ... not really environmental. ]

And you know what? They lie!!

I have in my car trunk, a light base, and the pole, but NO way to connect them, and I have to toss them because the manufacturer WILL NOT provide the parts. I have to toss these otherwise useful parts because of the lack of a $2 piece of shaped metal.

So, I say: IKEA lies. IKEA sucks!!!!!

Travel "issues"

Prelude: Back in the summer of 2007, I wrote about our Road Trip from Hell which started at ALA Annual in DC. It was a two part story, with Part 2 here. On that trip, the airline was American Airlines

The Story: Christmas brought us another adventure. We left on Christmas Eve morning to go to Jamaica. We were flying on US Airways [aka Useless Airways]. Now, remember that we are leaving New Orleans, and going to Montego Bay. Which airport is not in a fairly logical route to Jamaica?

• Atlanta
• Miami
• Memphis
• Charlotte
• Dallas

While Memphis is not very logical, the correct choice is Charlotte, and that is where we went from New Orleans (MSY). We got there on time. After the hike from the arrival gate to the departure gate (international wing), the board showed that both flights to Montego Bay were delayed. Our 9:30 am flight was about an hour and a half delayed. We got breakfast, and then the flight was scheduled for an 11 am departure, then 11:30 am. Finally, they put us on the plane at noon. After a series of mostly unintelligible announcement from the pilot about electric switches, and then an engine problem, they let us off the plane at 3:30. We went to get food (and were among the first off). No sooner did they get everyone off, did they cancel the flight. There was a mad dash to the main ticket counter (and we had a head start!).

Of course the ticket counter was outside security, and folks with checked luggage were expected to collect their luggage. (After the aforementioned adventure, we rarely check luggage ... never on vacation.) We were #4 in line. There were two agents when we got to the counter. Remember, it is now 4 pm on Christmas Eve, and we were supposed to be in Jamaica, at the pre-paid resort several hours ago (even after the 90 minute bus ride). We overheard the first agent say to the person, "Well, I think I can get you there on the 27th." My companion nearly lost it then. More agents arrived, and we got to the counter. The agent got us confirmed seats on a noon-time flight, on (ironically) American Airlines the next day.....from Miami. However, the flights to Miami were full, and we were #3 and #4 on the standby lists.

We went back through security and to the Miami gate. We looked at the board to see what other options there were. Once the flight was announced, they were looking for volunteers to be bumped to a later flight (first class) or a flight to Fort Lauderdale. As the boarding proceeded, we went to the gate. The gate agent, Philip B [yes, I wrote a complimentary note] worked very hard. First he said, I can get one of you on this flight for sure. So we said, what about getting us to Ft. Lauderdale. He said it was full, but there was a seat to West Palm Beach. Then, he said, there is a train which costs about $7 and goes from West Palm to Miami. We said we would take it!

So, I get to go to West Palm Beach. First Class. That part was fine. Then I got there and talked to the agent. He said, yes, there is a train, but it is not real close to the airport. He said there is a bus, or you can take a cab. I asked if US Airways would pay. He said he thought so, and gave me a sheet about how to contact them. I went down to the ground transportation desk. They sent me to the bus stop, but the last bus had left about 20 minutes before. So cab it was. $29 including tip! Not real close was true! Got to the train station, and boarded a train that was much like the double-decker commuter trains in Chicago, after buying a ticket at the station. The train left.....but it was not a short ride. It was almost 90 minutes!

Meanwhile, my companion got to Miami, got the hotel and meal vouchers, and got to the hotel. We chatted on the phone and said, don't take the shuttle to the airport and then the hotel shuttle, just take a cab. I walked out of the station, towards the cabs, and looked up...there was the hotel across the street! Life was good.

The next morning was uneventful, and we arrived in Jamaica. We had contacted the resort, and while they would not refund our room cost, because we had been in contact, they did give us a voucher for a free night for another stay.

Now comes the fight with US Airways. Remember that I was told that they would pay for me to get from West Palm airport to Miami? Well, I followed all their directions. After several days I received an email. No, they would not pay. Instead? Two $100 certificates for travel. But wait, there are restrictions.....they cannot be used on the Internet, you have to call them. Well, on a later leg of the trip, I tried to call to change date of departure, after three calls and three hours on hold, I never did talk to an agent!!!

Here is the lesson. In our first disaster, we chose to fly through the airport which is the major hub and headquarters of the airline. In the second disaster, yes, we flew through the airport which is the major hub and headquarters of the airline.

So....When in doubt, don't fly through the airline's major hub and headquarters!!

A final note. We came home after the Christmas attempted bombing fiasco. In the airport US Airways was announcing that "TSA Policy now requires that each passenger be limited to one carry on item." Well, that pissed me off. Even more so, when, at work, I received a document which included the note below:

US Airways: Temporary policy effective immediately (updated December 26, 2009): To better comply with new industry security requirements issued by the Transportation Security Administration (TSA), US Airways will temporarily amend its baggage policies on all in-bound flights to the United States from foreign destinations. Each passenger will be limited to one carry-on item per person, and first and second checked bag fees will temporarily be waived. These changes do not apply to flights from San Juan, St. Thomas and St. Croix.

It is really clear to me, that the rule is not a TSA rule. It is the way the US Airways has chosen to deal with the new (silly) rules. If it is your rule, US Airways, own it. Don't blame someone else. No other airline is using this rule.

I did have an "A-Ha" moment. Useless Airways (US Airways) was formed from Allegheny Airlines. In certain circles, Allegheny was known as "Agony Airlines."

[I hope this does not "jinx" my trip tomorrow.]

DMV - Fail - Update

Just a final note, the third time was the charm, and now both cars have not only Louisiana plates, but "brake tags."

DMV - Fail

I had such high hopes.

When you live a while in a place, your interactions with the DMV become infrequent. You only have to show up in person to renew your license (as long as you have the car dealer do the registration on new or leased cars). So I had not had any memorable experiences in Connecticut with the DMV.

My experiences in Wisconsin were fine. At least in Eau Claire, they have a system where you walk up to a machine, and push a button for a number, depending on the type of transaction. Then you sit and wait for your number. No big deal. I may have waited as long as 20 minutes on one occasion.

My experiences in Louisiana started out, well, okay. First of all, you get in a very long line, and then when you get to the head of the line, you get a number depending on the type of transaction. That part took me the better part of an hour, but from then on, it moved very quickly and efficiently. I registered my car and got my license in one trip. Not bad. Maybe I was lucky because in Wisconsin, even if you finance your car, you get the title.

Well, it gets worse. My partner has a leased car which she leased before leaving Minnesota. It took a total of seven trips to the DMV, plus a trip to the car dealer, multiple faxes and phone calls to the car company over the course of 3 months to get her car registered. It seems like Louisiana makes it hard to register a leased car, and to move it from another state. The first time they gave a list of documents. Well, based on using the standard English meaning of the word "or" we thought we had the documents after the visit to the car dealer and the first fax to the car company. But, no, we did not. Another fax to the car company, and more documents sent to us, and we tried again. [Remember, each time, there is the wait in the long line for the number only to be told we are missing documents!] We try a different DMV office, located in our parish, but on the other side of the river. Finding it was an adventure in itself, but....even though it is an official office, they don't do out-of-state transfers or drivers licences! Back to the other DMV office. We get in line again. They say, "You have to have the original title." (This is even though the document they had previously given us said "or a certified copy.") But we say, they won't give us the original. They say, have them send it. We call. We can't ask to have it sent, the DMV has to ask. Another trip. We get them to ask. How will we know it is there? They say to call the toll-free number and ask to be transferred to that office. Off we go. A few days later, we call the toll-free number. "Oh, we can't transfer you. You have to go there in person." Another wait in line, and....they don't have it!

On the final trip, it works! Car registered, plates given, drivers license in hand.

But wait. Then there is the matter of brake tags.

I never would have known if someone had not casually mentioned them. This seems like the biggest boondoggle of all. Each parish has its own rules, some require emissions, some do not. (Thank goodness, Orleans Parish does not.) I visit a local service station which advertises "Brake Tags" and pull up. It costs $20. For this amount they:

1. Examine registration and insurance card
2. Check the head lights, tail lights, turn signals
3. Check the windshield for cracks
4. Check the windshield wipers
   
5. Check the horn

That's it. It is less of a check than what you would have had done in Massachusetts in the 1960s!

Well, my car was done. Having gotten the plates for the other car, we went on Saturday afternoon to get brake tags. Sorry, only do those between 8 am and noon on Saturday (that would be a day when people who work could actually get there). But, they will be doing it on Monday, Memorial Day from 8 am until 4 pm. Monday we pull up at about 9 am. We think all is fine. But wait, it is raining, and they don't do it in the rain or when the pavement is wet. [WTF???] Talk about a scam.

I will say I am puzzled about the brake checks. They are supposed to be done every year. If that is true, why do I follow so many cars which have at least one non-working tail light and/or turn signal (and, no, it is not that they don't use them -- which many don't)? Why do I see so many cars that pass me or that I pass which have cracks all the way across the windshield, and many of them have many cracks?

Definitely counts as, the current terminology on the web goes: FAIL!

Facebook: The current controversy

Now, I am not opposed to change. Generally, I am in favor of change. In one of my prior jobs, I redesigned (i.e. changed) the newsletter twice and was about to do it for a third time. I also created a new logo!

Facebook has sowed the seeds of its own destruction with its latest moves. Awhile ago, they introduced a new look. They let users try it. Some liked it. I did not like it. The new design took away the kind of graphic design which design professionals say is most effective in a web site. There was a column on the left with tools, there was a column on the right with tools (and ads). The middle had "the meat" or the content. Look at sites like the new L E Phillips Memorial Public Library. It also has a bar and boxes on the top. It is what a professional graphic designer would have done. (Although I am kind of proud that we had the talent in the building to create it!)

Facebook made a critical mistake this week. They FORCED everyone to the new format. Some developers created a work-around. Now Facebook has blocked/disabled those. Over 1.2 MILLION users have joined a group against the forced move. That is in a matter of days!

If Facebook is not careful, they soon will be replaced in the marketplace by someone else. (If I knew who that would be, I would invest some of my limited resources!!)

The new version asks for input/feedback. Who knows what happens to that feedback. I have offered any number of comments. Have I heard anything? No!! It is not good to build a frustration level with your core constituency and talented users. (I am in the first, but not the second.)

It will be interesting to see how this shakes out.

On the Road

Ever since I have been here, I have been talking about going "On the Road with Bob." Bob is the LEPMPL staff member who, five days a week, drives and collects the materials returned to the eight book drop locations around Eau Claire. [Update, 5/25/2014 - There are now 10 locations.] Take a look at the map, and you will soon realize what an incredible service this is to the community. Library staff empty the drops six days a week (Monday through Saturday). Monday through Friday, Bob does it. Bob is a retired library custodian who has been doing this now for about 4 and a half years. It is a great fit, he gets some part time work, and would normally be up at that hour. He is incredibly reliable, and committed to doing a great job.

I got to the Library at 5:15 or so, and went to my office. It was still quite dark out! I then headed to the office where Bob hangs out. We headed off in the van. My Flickr account shows all the photos I took, and the notes are a narrative of some of the morning.

Our first stop was at the supermarket right by my apartment. We then visited each of the book drops in a giant "anti-clockwise" circle around the City. (Look at the map, and you will see why I describe it that way.

One advantage of riding shotgun was that I was actually able to sit and look at what we were passing. It is rare that I am a passenger in the town, and when driving, I try to pay more attention to the traffic than the passing scene.

I have a few final comments on my adventure today....

I still find it incredibly wild how many book drop locations we have. People in this community do not have any idea how unique that is. Second, even though we get a good volume of returns through these book drops, people still have to come downtown to actually get their items, so it has not really affected our circulation, but I think it has helped reduce our loss rate. Third, the fit between a person and a job is critical. For this job, Bob is a great choice. He has all the right qualities and enjoys it! That is very important.

Added challenge to my non-Eau Claire readers: Is there any other public library which has as many off-site places to return library materials? Remember, the eight locations in Eau Claire are at convenience stores and grocery stores, not at branches or even other government offices. I contend that Eau Claire is unique and has more off-site places to return materials than any other public library.

Why We Borrow! Redesigning Libraries by Learning from Successful Retail Practices

Ann Marie Luthro from Envirosell was a great presenter. She was used to dealing with corporations and not non-profit/governmental agencies.

The key is to study what happens in the box. It is a maze and the customer is a mouse. Watch the maze and the mouse. There are different kinds of mice. They want to get through the maze to get their thing. Nobody can make you buy stuff. You are in the store because you have a need.

There are three primary reasons people come to the library (and they vary a little bit from library to library). You have to know the primary destination.

Methodology is to watch. All of us are slightly voyeuristic. There is a pool of trackers who go around the country and watch people. Typically this is done in a store. Also look at how product lines sell at different stores. There are also some service studies.

In addition to watching, also video customers and pay attention to the behaviors. Shows certain things. Video really brings home the actions and reactions. She showed a video clip to demonstrate her point.

Libraries are the last "local." They were one of the first town meetings and one of the last ones standing. In America we are looking for "home" or a third space within a short drive or a walk, and we (libraries) have it.

Does your staff have an indication that staff speak another language. [This may not be a big issue in Eau Claire but in other communities it may be!] Libraries are the only place trying to reach out and teach and educate. The only face of public service in this country.

Majority of shoppers/customers enter the place alone, second most is in families (moms with kids). On the rise is a group of friends. In libraries this is often young people coming in to use the Internet. Teen rooms for about 10 people are not meeting their needs to have physical activity. If you allow "roaming, free-range teenagers" you need to think about proximity to other services.

Space is gender neutral, which is incredibly unusual. Almost every retail environment skews female. Now, this is changing, there is a growth of men in retail. Women still shop for fun.

Frequency of visiting is on par. Frequency of visits are closest to Starbucks, then supermarkets, and then Walmart. What do we need to do to take care of people who visit more than once a week. We cannot just ignore them and assume that they know what is where. Have to keep them coming. The borrow rate is not on par with the visit rate is because the PC is not checked out.

Why do people visit? All over the place because ethnicities are all over the place. That is different groups use the facility differently. Average number of items checked out is almost 5. The dollar value of the basket is very high, and would be coveted by most retailers.

Length of visit was a surprise. Trackers were set up thinking that the visits were long. 93% spend less than half an hour. However, length of visit is still higher than other retailers including Walmart and supermarkets, but also home stores.

The myth in retail is make them stay longer, and they will buy more. That is not true, it ties up staff time. The goal is to make the most of the time spent in the library. Visited three "macro sections" within the building: books, media, and computers.

What is measured: where is the first place they go? what do they look at? In libraries customers tend to head straight to section. Many come in with a sense of urgency (get ahead of other friends...) Need to build entrances more strategically. Get out from the desk. Ask questions on the floor. Recognize people, talk to them about what it is that they are checking out.

People are not asking questions, so don't put the info desk right there. She then went through some slides

Signage Think about these three things: Who needs the information? What are they doing/how are they moving? What information do they need?

Keep important info at chest level, and signs need to be in large enough type. Use odd shapes and sizes to get people's attention. We are used to square shapes and corners, and libraries are full of square shapes and corners. It is important to have a sense of movement ("theater").

America is changing and evolving and we need to also. The types of services being used are changing. Not necessarily good or bad, but media and PC use are increasing. What does it mean when circulation drops? We need to change how we measure our return on investment. People will "look it up online" and we may lose people.

Libraries are local and should reflect the local culture. If you have a coffee cart you need napkins and trash cans and people to take care of them. REI has staff who "live the life" and we need to borrow that idea.

The librarian scheduled to talk about San Jose (Mary Nacu) was sick so the program organizer, Lisa Rosenblum, presented the PowerPoint. She did a great job.

Do believe in self navigation, and do a great job of signage. Do zoning and assign staff by zones, not just for librarians, but for assistants as well.

Need to know your customers. That is not stereotyping to plan for things like mothers with strollers, it is a sign of good design.

Some users need help using libraries. Used colors to brand the children's section including slatwall and face out shelving. Style of sign matches activity. Also, clear up the clutter!!! (Every library can probably do this!) In Hayward, they also "de-signed" including putting the DVDs at the front and then did not put up signs! What a concept!

[There were no dowloadable handouts from this program.]

Snow and Cold

Well, it has been winter.

Today, for about the third time in this decade, I made the decision to close the Library early. It was an interesting process, but for those not paying close attention to the weather here, the City Director of Public Works included this in his email on snow clean-up operations:

URGENT - WINTER WEATHER MESSAGE
NATIONAL WEATHER SERVICE TWIN CITIES/CHANHASSEN MN
1053 AM CST TUE JAN 29 2008

IN COMBINATION WITH THE SNOW AND WINDS...BITTERLY
COLD AIR CONTINUES TO FLOOD INTO THE REGION. WIND
CHILLS OF 25 TO 40 BELOW ZERO ARE EXPECTED THIS
AFTERNOON WEST OF INTERSTATE 35 IN MINNESOTA. THESE
WIND CHILLS WILL SPREAD ACROSS THE ENTIRE
REGION TONIGHT AND LAST THROUGH WEDNESDAY MORNING.
THEREFORE A WIND CHILL ADVISORY IS IN EFFECT TONIGHT
AND WEDNESDAY MORNING.

A WIND CHILL ADVISORY MEANS THAT VERY COLD AIR AND
STRONG WINDS WILL COMBINE TO GENERATE LOW WIND CHILLS.
THIS WILL RESULT IN FROST BITE AND LEAD TO HYPOTHERMIA
IF PRECAUTIONS ARE NOT TAKEN. IF YOU MUST VENTURE
OUTDOORS...MAKE SURE YOU WEAR A HAT AND GLOVES.

When the Mall closed, it was easier to make the decision since that was the standard which my predecessor used.

Closing for weather is tough. Actually, any unexpected closing is always fraught with possible public relations faux pas.

I hate closing the library, but the safety of staff comes first.

What exactly does "Library 2.0" mean?

My friend Karen Schneider posted a comment on my recent ramblings on this topic. In it she says "I've commented on my blog, but basically I've concluded, well, you're wrong and I'm right. ;-)" Well, I went off to look at what she said, because Karen is not only a friend, but a great writer, and often makes me think enough to sometimes change my mind.

First, let me note that she only really comments on the second half of my post, the part about the Annoyed Librarian. I posted to her blog that I think we actually agree. Her comments about the "us/them" language are very compelling, and is a perspective about which I had not thought. She is correct in that using that kind of inflammatory language sets up the kind of false dichotomy that makes it harder to build any kind of team.

She also includes a great quote from a mutual friend, Sara Weissman [Sara and Karen are the co-moderators of the long running PUBLIB electronic discussion list]:

If you want an enterprise-wide initiative, if you want everyone to be involved, at some point, as leader, you have to accept a certain bumpy, uneven quality of work and just lead them through it to comfort and consistency.

I sure have thought about Sara's words, and even acted in that way at times without having had the ability to put the thought into words.

I still maintain, that while some focus the Library 2.0 discussion on "only" the technology aspects, libraries that are genuinely "2.0" libraries will address all of the customer service/user-centered issues. That is among the places where I think that Karen and I agree.

The Long Tail

For those who read the blog directly you will note that The Long Tail: Why the Future of Business Is Selling Less of More by Chris Anderson has moved from the "Currently Reading" to the "Recently Read" section. It took a while, partly because I dipped into it from time to time (until recently) and did not concentrate on reading it. I found many parts of it interesting and applicable to libraries, both public and academic libraries in particularly. There are also some sections with implications for providing excellent ("world class") customer service.

I did find parts of it over-long, but many of the examples were fascinating (to me) only because of my omnivorous taste for facts (aka trivia).

If I feel inspired, I may write more on this topic, but my personal life is disjointed enough that sitting and thinking clearly is difficult for me at the moment.

The End of the Road Trip from Hell

When last I left the saga, I was in a cheesy hotel in Dallas.

My traveling companion and I could not face 48 hours there, so we "hotwired" a new hotel (which was wonderful). I went back to the airport to try to get luggage, to no avail. The ticket agent looked to see if she could get us on an earlier flight. She broke up with laughter when she saw that the next flight to Minneapolis (which held 130 seats) had 149 on the standby list! We did get to go first class.

I rented a car for 2 days (using the ALA member discount with National. It was less than $13 a day (plus fees, of course) for an intermediate car. Then it was off to T J Maxx to get something clean to wear. Then eating, drinking, and a trip to the pool.

Saturday, we went to see a movie (Evan Almighty ... a light fluffy comedy) and head to the airport. More drinking in the airport and then first class seats home.

Our luggage was actually at the airport and not too hard to find, and then a cab ride.

Today looks and feels a lot better. In total, the trip took 84 hours from when we left downtown DC. We stayed in three hotels and traveled who knows how many extra miles. It is good to be home again!

Road Trip from HELL

I write this in the lobby of a cheesy hotel in a city I never intended to visit since I can't sleep. It's Friday, and I am wearing the same clothes I put on Wednesday, and don't currently expect to get home until Saturday night. Who knows where my luggage is.

"What happened?" you ask?

I was in DC for the American Library Association Annual Conference. The third Council meeting ended slightly ahead of schedule on Wednesday at about 11:30 am. Checked out of the hotel, and headed to Regan National Airport for the 3:30 flight to Chicago (ORD) and then on to Minneapolis (MSP). It was a nice, uneventful cab ride. Checked in, and got in the long, slow line for security. Then headed to the gate (right next to the bar!). Eventually, after three trips to the podium, the flight disappeared from the list.

Mid-afternoon the trouble began. American Airlines canceled all its flights to O'Hare and half of its flights to Dallas because of weather. I stood in the line and finally got re-booked for a Thursday noon flight to MSP via DFW. I asked for a voucher, but was told, because it was weather an act of God that I was not entitled. Then they announced that the flight was canceled......great. OK....I collected my luggage and called one of the hotels on the list the gate agent told me was nearby. That was where the trouble began.

First, the hotel was further away from the airport than the downtown hotel I had left. It cost $31 in metered cab fare (not including tip vs. the $21 including tip from downtown) to get there. Ahead of me in line were two separate women who were also "refugees from American." What began to get me really aggravated is that they both had vouchers for the hotel and for a meal!!!! They were going through Chicago and their flights had been canceled for the same reason.

Here is where it really started getting bad. The hotel "restaurant" was a pizza place with only wine and beer, and they even ran out of at least four of the beverages (brands) on the menu. The rest of the night went relatively uneventfully, since it was a newer hotel, and a quite nice room.

Thursday morning, and back to the airport. Since the hotel was fairly close to the Metro. They offered a free shuttle there. I got in line to take it (with my luggage). However there were all these TOURISTS who were also going, and one really rude lady tried to push her way ahead of me in line (after I had watched the van go back and forth three times). The Metro ride was uneventful, but the airport was a mess. It was chaos. It was totally out of control!

American's counter is in the middle of the terminal. When I got there, the line to check in, at both the self-service and regular check-in stations went almost to one end. It was so long that airport police were there to be sure that other travelers could get across the line, in several places, and go down to security. I stood in line for about an hour and a half and got about half-way through when an agent told us that the self-check machines were working......ugh. I went to check in. When I got to the screen which asked about bags, it showed 2 bags already checked and asked how many bags I wanted to check. What would you say if you saw that? I answered "0" since my bags were already checked! Turns out that is the wrong answer.... Bags got checked, and security was a breeze. The gate was where I had spent the previous afternoon, and eventually a plane arrived and we got on.

But wait, the adventure continues. Because National has a short runway, the airline had a choice, leave 30 people behind, or stop in Nashville for more fuel. They chose the latter, and actually that part went well. We landed in Nashville, and got gas (without opening the door at the gate or any other delay). Then the flight arrived in Dallas.

At first, I could not find the "board" and went to a counter where there was an AA staff member typing away. I asked him, and he rudely pointed to the monitors. But.....the flight was not listed. So I went back! Standing there, wearing a uniform, AA id tag, and typing at the computer he rudely said, I'm not working. I pressed and he looked it up. I arrived at Gate A-35, he sent me to D-37.

It has been about a decade since I was last in DFW (and it will take another act of God to get me back here). The signage to get between terminals is lacking. Finally I found the tram, and got to D-concourse. But the flight was not listed. The gate had a different flight being boarded. I finally asked an agent who said "Oh, that flight was canceled for mechanical problems, go to Gate D-34 to be re-booked." Needless to say, there was a line. It moved incredibly slowly. After all, they had to find us flights. I got on the phone with the airline. The best they could do was book me for Saturday night! I still needed to work the line for a voucher. The agent suggested that I could get on a flight the next day on Sun Country Airlines, she gave me a print out and said, go up there right now and pay for the ticket. I went up and found the place.....but all the windows were closed!! Later in the evening, I finally found a phone number and Sun Country says, we don't work with other airlines, and we do not have a seat for you! I was fit to be tied.

So that gets me to Friday morning. Sitting in clothes I have worn for days. Looking at 48 hours in a place I never asked to be in, have been to before and hated and have incredibly strong negative feelings about on so many levels and without any of my clothes.

What upsets me most about the airline is that they will pay for ONE of the two nights, one meal out of six, and have given me nothing for clothing, while I chose NONE OF THIS! [I may even not ever choose this airline again.] They have taken two work days from my employer PLUS one of my days off. The loss to me is incredible.

This journey through hell cannot end soon enough!

Chief Happiness Officer

I love the title of this blog Chief Happiness Officer. I am pretty sure that I previously linked to a post about why the customer is always right is sometimes wrong. (Actually, he contends, always wrong for staff morale).