Hugs All Around: An Outreach Story

I've done
a TON
of outreach last week ...
and there is always more

and

i

love it:

No sooner had I sat down in the "teacher's chair"
one Boy has something to say
"What is it?" I ask
"You're hot!!" he says, and gives me a hug
small Girl and big Boy both follow his lead
"Thank you.  Nice to meet you . . . I'm Miss Hayley, and I'm from the Library..."


Sometime after I bring out the Library's burping frog puppet:

little Girl says seriously, "I'm inviting you to my birthday party."
"Did you all like that? ... (I make eye contact with Girl) Thank you. (I look away to attend 
to a different, needing "friend.")

At the end of the visit, little Girl states: "See you at my party."
Another Sweet Child hugs me good-bye

Hugs All Around
... we all needed them

Customer Service: The Need for Apology, Empathy, and Explanation (A Personal Story)

10:02 p.m.

I huff and I puff and I snuff and I rush
From concourse B
to concourse D

This was after the shuttle bus drove past
the assigned pick up location on my receipt
at

3:10 p.m.
The shuttle drove past
I called the company on the phone
Who said, “Well, we can’t get another driver there for an hour”
in a WAY less than empathetic tone
So I hail a cabbie who was as nice as could be
He had another passenger already – which was lucky for me
Since the cash I was carrying wouldn’t suffice
And the Bloomsbury vendor was generous and nice
She loaned me some cash and told a great story
About her harrowing trip in
Which made this (so far) mishap boring
(She almost missed her flight after locking her keys in her car
and sat next to a long-toed passenger who was truly bizarre.)

At 5:40 p.m.
I’m at Gate D4, but nobody’s boarding
And I wasn’t sure
So I approach Delta staff to make sure that I’m right
With less than three words, she confirms it’s my flight
But neglects to inform
that the plane is delayed because of a storm
Concerned about my connecting flight
I stand in line again to make sure I’ll be alright
Another staff member (tone equally cool)
States “You’ll be fine” in a way that makes me feel like fool

At 10:00 p.m.
As I exit this first flight and see my gate
It’s “BOARDING” – If I don’t run, I’m going to be late!
I huff and I puff and I snuff and I rush
From concourse B to concourse D
“Excuse me! Excuse me!”
Of course, you know, I didn’t “make it in time”
And when I get there, I’m second in line
The unfriendly staff doesn’t bat a lash
As she ignores my sweat and my un-Olympic dash
Instead of a smile and “Sorry” and soothing explanation
She ignores my communication
What is she doing ?!
Staring at her computer screen -- apparently, she’s made me another reservation


There’s much more to tell both in detail and plot
But for a rhyming poem… I’d rather not

Let’s stop the story here and just jump to the moral:

Customer Service is communication in words and in tone –
After an inconvenience,
Apology, Empathy, and Explanation is the touchstone.

Indeed, my customer service awareness and skills during yesterday and today
Have improved 100% -- a GREAT conference take away.

Memorial Day: Walking with Stories

I'm at Punderson State Park
alone for the moment
on a personal journey

How Will We Get to the Beach?
Me, I walk
pack on my back
Ipod in ears
pop beating the walk

Suddenly, suprise!
tears in eyes
a stranger offers a ride,
"I've been in your shoes before"
I love my Keen Shoes! I love my Keen shoes!

After musing and music
and sitting in mud
I Walk in the Woods
on the Iroquois trail
listening to Eat, Pray, Love:

"I have a tendancy not only to see the best in everyone, but to assume that everyone is emotionally capable of reaching his highest potential." (Gilbert 285)

"Kadir Nelson" or "Stamp Collecting in the Library"

How about both?

Pictures and stories
walk
hand in hand















http://tinyurl.com/NegroLeaugesBaseballStamps

Libraries: Launchpad for Knowledge!

Because I do not have a painted picture at this moment ... I will paint with my words ...


Surf Board to Informational Literacy

Libraries should teach patrons how to read  ...
from screen to shining screen
from shore to shining shore
America, Happy Hanukkah!

Cell Phones in Libraries

Keep Them

and teach them
("them" is their owner ...)
to chose ringtones
that resonate


Sell phones in libraries...