I have a love/hate relationship with printing.  Ask almost anyone I work with and they will tell you it is one of my “soap box” issues that I don’t hesitate to get up on and preach.  I haven’t given up on getting the message across that the web was not originally designed to be a print medium – it is suppose to be read on a screen not from a piece of paper.  I’m not naive, I know people will continue to print for many reasons.

I admit that I myself print things from time to time.  But it wasn’t until today that the love part of my realtionship with printing actually fully blossomed.  Our network administrator and #1 open source fan showed me a really cool feature on Linux.  When he was done I just sat there with my mouth open.  How had I not known about this before?  My life will never be the same.  Sad part is this would have been absolutely PERFECT to show my class yesterday (I was teaching our staff about our PACs and printing was one of the topics).  Alas, a day late in learning.

On my Ubuntu box he was showing me something to do with CUPS (common Unix printing system) when I asked him why was PDF listed as a printer.  He said “you can print to PDF”.  Huh?  I think I literally scratched my head and looked sideways at him.  Isn’t a PDF a form of a document how can I print to it?  What he meant is this – I can print a web site page as a PDF.

Oh the lightbulb went on, the clouds parted, the angels sang – AH HA!  I did a test.  Fantastic, just click on File – Print – select PDF.  It saves the page as a PDF on your desktop.  All those times I’ve been on a laptop, ordered something from a site, reach the confirmation screen and cant’ print (because at the time we didn’t have a wireless printer at home) are now behind me.  I’ve always just clicked File – Save Page As and wound up with a folder full of things that are required if I wish to view that screen again.  A PDF is sooooo much nicer and easier.  I can choose to NOT print it (just save it on my computer) or if I must I can print it.  Linux is just so cool.

Yesterday I did something I haven’t done in the last 15 years or more – I shelved a cart of non-fiction books.  A call went out for help in getting the large amount of non-fiction carts out to the shelves.  Since I’m usually chained to my desk and computer screens I thought it might be nice to have a change of pace.  It’s good to step out of your normal routine and try on someone else’s shoes for a bit.  I started as a page shelving materials so it was fun to get back to my roots.  Also it turned out to be a Mother and Son two for one deal – my son who is also a shelver at my library was in the non-fiction section yesterday.

There is something soothing about shelving non-fiction and getting the shelf in perfect order.  But after about 1 section of the cart done I started looking at things from a different perspective.  It started after doing one section of the cart and not having one single shelf was in order.  Things really changed perspective for me when I was in the computer section.  I was puzzled to see that Linux, Mac and Windows books were interfiled.  Hmm, why wouldn’t all the books in this particular section on Linux be filed together, and then the Mac ones or the Windows books?

As I continued to shelve I got to thinking about the Dewey Decimal system and whether or not our customers really use it.  How many people outside of the library profession can tell you what the call number is for cookbooks, computer books, or even financial books?  Has Dewey seen his day?  What about Library of Congress classification?  Yes, I understand we need some sort of system to file things so everyone can find them but is 005.4469T really the way to go?  I mean does it really mean anything other than a cataloger?  Would perhaps 005 T do just as well?  I can tell you most customers when returning something to shelf don’t seem to see the cutter numbers.  Why do I spend all this time trying to get a shelf perfect if the customers aren’t doing the same?

Book stores don’t use Dewey or LOC and people seem to find the books they want just fine.  So why are we still in this day and age insisting that our customers follow our rules instead of finding out what works for them and providing an easier way to find our collections.  My apologies to all the catalogers.  I’m not trying to make you redundant but I do think it is time we rethink call numbers and how we shelve our materials.

In order to raise awareness not only of the plight of the Louisville Free Public Library but libraries everywhere I decided to participate in the Blogathon that Andy Woodworth got started.

So why are libraries awesome or rock or kick butt?   All libraries rock because they allow free access to all information (be it print, audio, visual or world wide webable).   We do a lot more than that but since each library focuses on different aspects of their community I thought I’d blog about why MY library rocks!

My library rocks starting at the top and it works it’s way down through every staff member.

• Our Library Board is very supportive of what we do and sees that our mission & vision stays current and provides our customer base with what they expect.
• Our Executive Director and CEO has seen that we are not only aligned with  but synonymous with education.  Education is the corner stone of what we do.  We educate all the time – whether it is a story time class, book promotion, or customer service staff helping a customer log into their account.  Each interaction is based in educating, in training.  This is just one of the many initiatives she has implemented since coming to Howard County.
• Our Public Relations department that produces an outstanding newsletter every quarter that highlights our classes, events, and seminars.  They have created the Howard County Library brand and oversee everything from our flyers, to our signs, to our social web presence making sure  we are consistently presenting the correct image and wording.
• Our Information Technology department which not only supports over 300 computers (and more coming)  for our public to use (using a Linux operating system which allows us to save our tax payers money while providing a stable, secure environment on which to work) but also the staff desktops (in Linux, Mac and Windows).  We also maintain the web site, catalogs, and databases so our customers may  self-direct their education.
• Our Children’s & Teen Curriculum – what can I say about all the wonderful classes our children’s services provide?  I’ve been privy to many (taking photos or just walking by) – the amount of energy, time, thought and fun (while learning) that goes into these classes is second to none.  These instructors really have  a calling and put our youngest customers on the path to lifelong learning.  The teen events are no less spectacular.  Making purses from old jeans,  “Hogwarts Summer School” to celebrate the latest Harry Potter movie, Duct Tape flip-flops and gaming nights give our teens a safe environment to socialize, learn and interact.
• Our Events and Seminars – the learning and fun isn’t just for our children and teens.  Author visits, book club discussions, classes on technology, health, finances or travel and recreation are just some of the great offerings our adult customers can enjoy.
• Our Passport facility.  Our East Columbia Branch is now an official Passport Acceptance Facility.  Another great service for our customers.  They can use all the wonders of the library while applying for their passports.
• Community Education and Partnerships.  No library is an island, we are very  much a part of the community.  Our partnerships – Howard County Public School system, Howard Community College, Lincoln Technical Institute, Leadership Howard County, Choose Civility, Horizon Foundation, Howard County Autism Society, Lazarus Foundation – (PCs4Kids), HC DrugFree, Inc., Girl Scouts, Ubuntu Maryland Local Community Team – are just some of the ways we are out in the community interacting, engaging, and educating our customers.
• Our Collection.   It’s not just the outstanding materials our selectors purchase but the hard working individuals that catalog, process and circulate these materials so that our customers can get what they want when they want it (whether it’s an in house visit or via our web site and catalogs).
• Our Customer Service.  We pride ourselves on not only meeting but exceeding our customer’s ideas of what good customer service looks like.  This comes in all shapes and forms – from helping someone at our Information or Customer Services desks, to recommended a book/dvd/cd/or event via our blog Highly Recommended, to answering a customer’s concern via email, to talking to a teen who just needs someone to listen – we believe in going that extra step, that extra degree.

There are many more aspects and departments that I didn’t mention.  They too help to give our customers what they want or support our staff so they can give our customer what they need.  We need ALL the parts of this well oiled machine to make our library rock and to rank first in the nation among great public libraries according to Hennen’s American Public Library Ratings 2008.

I think  most people who know me would say I’m pretty fair.  I don’t immediately fly off the handle at a drop of a hat.  I am someone who will give you 3 strikes before calling you out.  So it is fair to say I gave VPI Pet Insurance more than their fair share of strikes.  I’m just utterly blown away by the experience I had today with VPI.  All because I wanted to cancel my policy.  I will say that at the beginning I wanted only to cancel my policies for now and had all hopes of reinstating them at a later point.  That point is now NEVER going to come.  VPI blew it big time.

Below is the email I sent to their customercare@petinsurance.com.  First part about canceling the policies and the numbers have been left off.  I’m still realing after this interaction.  I would never in good consceience recommend this place to ANYONE because of the bad customer experience I had today.  Sad to say one really bad experience can negate previous good ones.  Worst part is if the supervisor had taken a different route with me a lot of my frustration could have dissapated – she just added to it.

I’ve attached 2 screen shots to explain the problems I was having with your web site.  The first one shows you that I have all the information filled in and all the boxes dealt with correctly.  The 2nd screen shot is the message I got after clicking on submit.  I called to make sure there was no changes pending (as I have not submitted any claims or made any changes for 6 months) – there were no changes to my account that anyone could find.

As someone who has not only worked in customer service but also in Information Technology for over 25 years this was the worst experience I’ve had dealing with both a web site and people via the phone.  If you want your customers to be able to manage their accounts (make claims, cancel, etc.) you need to make your web site is web standards complaint (any browser, any operating system and interoperability/accessibility for all no matter what their situation might be).  At first I tried your web site in latest version of Firefox on Ubuntu (Linux) and was unable to do so.  At first I thought perhaps you were down or having problems with the site so I decided to try later.  2 weeks later (today) I try again – after filling out all the info and checking boxes (see 1st screenshot) I see a small box flash quickly (something about searching a database) and then I get the same page I was on.  I felt as if things didn’t go through correctly.  So I called the first time to verify.  I explain to that person (sorry he didn’t give me his name) and I explained in a calm voice that I was frustrated but trying to cancel my policies.  I told him about my experience.  He was (out of the 3 people I talked to) the best.  He explained that I should see another screen, he was patient with me and I with him.  I asked him if the site didn’t work with Firefox and he put me on hold to check.  Someone (don’t know who) told him the only problem they were aware of was Safari (which means you are limiting your whole MacIntosh user base).  I told him I’d try again on my WindowsXP machine.

Tried Firefox again but on WindowsXP and experienced the same problem.  I then decided to try Internet Explorer – I was able to get further than I had but was presented with a box saying that changes were still pending on one of my accounts and you couldn’t cancel my policies.  (see screen shot 2)  At this point I again called your company.  Amy helped me this time.  Although she was nice I don’t think she understood the problems I was having and after more than 30 mins of trying to cancel my policies I needed this escalated to someone who understood web browsers as well as your policies.  I asked to speak to a supervisor or possibly someone on the web team.  After several mins have gone by I finally get to speak to Jeanette.  No offense but if you have a customer who up until that point had been kind, calm and understanding but extremely frustrated and asking for a supervisor – that is not the time to try and sell me on your policies or lowering my coverage.  At that point you need to see to my frustration and needs by doing that you may have retained me as a customer.  She asked to hear my story (and I wanted to give her the details of what happened) before I had finished she cut me off and didn’t want to hear anymore.  That was just plain rude.  I lost it.  I could understand if I was being rude or if I had been yelling at her but I was not.  There was no excuse for cutting me off.  She didn’t even hear all of the problem before she just jumped in.  She was curt and rude with me for the rest of the call.  At one point I wanted to let her know that I was not happy with my customer experience and I was letting others know this.  I told her I was Twittering this.  She assumed I was trying to cancel via Twitter (NO I’m not stupid but I do have a fair following on my social networks and many of them are pet lovers like me).  She curtly asked me if I had sent the email only moments after I wrote down the information.  HUH?  Come now you need information from me, I need to log into my account – how on earth did she expect me to send an email within seconds.  She informed me that the calls are monitored.  If that is so I certainly hope as a supervisor she is given better training on dealing with customers.  Interrupting, being insulting and rude are not values we instill in my work place with our customer service staff.

I expect my policies to be canceled effective today. I don’t expect anything more than to make sure your web portal is web standards compliant and will actually ALLOW your customers to use it and to educate your customer service staff in how to best give GOOD customer service.

This is really a shame because up until today I had been a loyal customer.  In the past my phone calls have only resulted in the best customer service interaction (especially one kind lady who even called me back and walked me through a procedure to ensure I got all that was due).  But after frustration with the web site, dealing with a supervisor who doesn’t know how to deal with customer service I don’t have the same high opinion of your company as I once did.

My Tweets:

1. @AAHAHelpingPets I’d have to say #unfollowfriday to VPI after the experience I had today. Bad customer service and poor web portal.

2. I sense another blog post coming on – must be record bad customer service week.

3. @rachelrapp Funny thing is one woman I spoke to (3 people total) was named Amy – my Amy knows customer service

4. Even told the woman Jeanette I believe she said that I was Twittering about this. So VPI Pet Insurance I recommend you clean up your act.

5. Condescending supervisor asked for my story then doesn’t want to hear it all. BAD customer service rep. VPI Pet Insur. major fail.

6. FAIL – your site doesn’t work in Firefox or Safari and only on Windows?!! VPI pet insurance no wonder I’m canceling my policies.

More and more people are getting on board the Twitter train.  One thing that I hear from  people who are either new to Twitter or aren’t sure about it – who do I follow?  A trend that got started is the perfect solution to the answer and it’s known as FollowFriday.   Every Friday you are encouraged to suggest to your Tweeps who you consider follow worthy.  I love this idea and have contributed to it each and every Friday since I’ve learned about it.  Only flaw I’ve seen is there was no real way to know why I should follow one person vs. another.  When I’ve tweeted my #followfriday recommendations I’ve always tried to include what these people have in common.  So in other words I categorized my Tweeps (gee, I do work in a library you know – sorry no Dewey decimal or LOC subject headings just basic tagging here).

My list of who I am following is growing.  I have lots of different groups (library folks, Linux people, business, news, etc).  So I decided to break down my groups and list them here on my blog then you can follow these fine folks any day of the week.  Listed in order as they appear in my Twitter account.

Day in the Life

Day 5 of week of keeping track of what librarians or library workers do so we can see the diversity of the jobs we do.

Friday January 30, 2009

7:25 – arrived at work – unlocked elevator and office

7:29 – swapped out tapes on Horizon and Authority works servers and unforwarded the helpline phone

7:35 – logged on both Windows and Linux machines – logged into email and did a cursory scan since I was out yesterday

7:41 – logged into Horizon and returned my DVDs (hubby is watching Wire in the Blood) and checked to see what reserves had come in for me

7:43 – went downstairs to put returned DVDs in correct delivery boxes, get mega cup of ice for Diet Coke habit and to retrieve my 13 holds

7:48 – checked out my 13 holds including David Lee King’s “Designing the Digital Experience”

7:53 – logged into Staff Intranet, iGoogle, Friendfeed, Facebook and Meebo

8:10 – updated co-worker on husband’s condition after yesterday’s test

8:15 – reading/responding to emails from yesterday

8:31 – posted day 3 of DitL blog post because I was out yesterday

8:32 – caught up with co-worker about Wednesday’s Lost episode

8:37 – tested Sailor link to our Marina page – is working now that they have the correct one

8:47 – updated boss on hubby’s test results from yesterday

8:50 – back to emails

9:00 – bounceback emails are calling me

9:05 – to help with a helpdesk ticket installing Filezilla client on Mac laptop – while waiting I “Dugg” some article from my RSS feed

9:14 – installed and correctly setup FileZilla on Mac laptop and was able to connect – easy install

9:15 – back to bouncebacks more have come in

9:30 – called Public Relations office about their helpdesk ticket

9:44 – uploading PDF’s to ChooseCivility site

9:55 – called Public Relations back and discussed uploading to Joomla’s media manager instead – turns out will probably just wait until the new Choose Civility site is up and running for this

10:03 – more bouncebacks….guess ILL finally generated all the notices

10:10 – discussed with Sys Admin about some errors and concerns over day end process a couple of days ago. Sadly neither of us is 100% sure who messed up what or did the system fail to finish a process.

10:30 – closed helpdesk ticket from Public Relations – will wait for new site to add pdfs

10:40 – emailed class about Picasa3 training and some issues that have arisen around timing and schedule

10:50 – called staff member to follow up on helpdesk ticket follow up that they didn’t follow up on

11:00 – worked on CIL09 slides

11:40 – created collection/set in library’s Flickr account for our new This Is Your Life program so they can start uploading images

11:45 – wrote up instructions so This is Your Life folks can upload to Flickr

12:10 – Lunch

12:45 – spoke with Network Admin about why my synaptic package manager was giving me error message – taught me how to run the command in terminal because an update didn’t get finish – running full updates now – installed FileZilla on Ubuntu machine

12:54 – back to CIL09 slides

2:00 – Called into podcast T is for Training

3:00 – back to CIL09 slides

3:30 – end of day, end of week

Day 2 of week of keeping track of what librarians or library workers do so we can see the diversity of the jobs we do.

Tuesday January 27, 2009

8:00 – finally got to work. Snowing in MD and for some reason took more than double my normal time to get here.

8:15 – after logging into both my Linux and Windows computers, getting my bottomless cup of Diet Coke I logged into email, Facebook, Friendfeed, Meebo, Staff Intranet

8:30 – updated blog post to include tags I had forgotten the other day (self professed tag whore)

8:40 – checked voice mail

8:42 – posted 3 job positions to Staff Intranet and library web site (made mental note that I must get HR trained so they can do this and not me)

9:00 – Talked to boss and hubby to help me sort out feelings, fears, and concerns.

9:45 – helped reference desk with customer who wanted to move all his Comcast email to Verizon

9:52 – help staff with Horizon Wimba issue

10:33 – worked on email bouncebacks

10:45 – helpdesk ticket regarding suspended hold turned out to be a matter of timing customer tried to suspend hold at the same time a copy was checked in for them

11:00 – phone call with staff member about Firefox 3.0 and new staff desktop

11:15 – helpdesk ticket regarding reformatting page on SI (staff Intranet)

11:30 – hooligans threw snowballs at our 2^nd story windows (right behind my desk).  Inside joke – our Network Admin every year since he’s been at this location has thrown a snowball at the window.  First couple of times we didn’t catch on that it was him.  Now it’s just tradition and we humor him by accusing hooligans not him.

11:45 – worded email about ILL request for purchase and vendors we saw demoed the other day – Relais, AutoGraphics, OCLC and SirsiDynix.  If I had to pick one right now based on what I saw it would be AutoGraphics even though I went in leaning toward Relais (they just aren’t ready but to be honest none of the solutions were there yet).

12:05 – lunch

12:35 – answer a few emails

12:55 – worked on CIL09 slides

1:10 – posted notice to Staff Intranet and IM-ed staff about leaving machines on so updates can run

1:20 – back to CIL09 slides

3:17 – helped staff member with HCL logos and open office – getting staff to understand the concept of opening documents thru a web product is different than thru directory on hard drive

4:00 – head home to play with doggies in the snow

There has been a Facebook/Friendfeed and probably elsewhere Meme going around (although folks aren’t really tagging people they [like me] are just jumping on the bandwagon).  Well to not be left out (actual I thought it might be interesting to see what I could come up with) here are 25 Things you may or may not know about me:

1. I’ve had a total of 3 years of voice training from 2 very talented voice teachers (one of them recently found me on Facebook).
2. I sang for many years in a church choir as a first soprano.
3. My favorite choral piece to sing is Daniel Pinkham’s Christmas Cantata (with brass quintet).
4. Music has always been a big part of my life (flute, organ and voice lessons).  I’m always with music (XM radio in car, Grooveshark-Finetune-Pandora-LastFm on computer, iPod when mowing the lawn, etc.)
5. I’ve worked basically for the same place of employment since I was 16 years old.  Started on Feb. 1, 1980 and only left for 1 year before coming back.
6. Other library positions I’ve held outside of my current POW – periodicals and acquisitions depts. at Catsonville Community College.
7. I’ve done my fair share in the retail arena as well – Roy Rogers (fast food), Musicland (record store), Gantos (clothes store) and Target.
8. I had never been on a plane until 1998 and then I flew to Hawaii for my first airplane ride.
9. I’ve been to Paris, Spain (Andulacia region), England and Australia (New Zealand too if you count layover in the airport).
10. I’m an only child and the mother of an only child but my Mother is 1 of 12.
11. I’m very particular about color.  One of my favorite books from childhood is “The Color Kittens” by Margaret Wise Brown.  Colors if not right really bother me (be it paint, web sites, etc.)
12. Humor is very important to me.  Guess that explains why I use it as a defense mechanism.  Favorite comedians include Eddie Izzard, Eddie Murphy, Billy Crystal, Robert Klein, and all time fav George Carlin.
13. I have had an Oscar night party for 8 out of the last 10 years.  Complete with evening dress, champagne, voting (sometimes prizes), and decorations.  It is being requested that I do it again this year so I will host once more for the 81st Academy Awards.
14. I can often be a Johnny-come-lately when something becomes TOO popular.  E.G. Harry Potter and LOST – both I finally gave into after most everyone were on board.  Now HUGE fan of both.
15. If I had to pick a sport that is my favorite it would be baseball.  I think my love of it comes from my Dad who used to play softball (he played shortstop) and took me to many a Baltimore Orioles game (even got my picture taken with Mark Balengar who played shortstop for the O’s).
16. I’m highly allergic to cats, somewhat to horses and guinea pigs but not dogs.  Thankfully since I have had 4 dogs in my lifetime so far – currently own a Lab Mix [Dani] and an English Springer Spaniel [Maddie].
17. I’ve had the honor of seeing Raul Julia & Kevin Kline (Arms and the Man), Yul Brynner (The King and I), Ben Vereen (Pippin), and Carol Channing (Hello Dolly) perform live.
18. I was half of the lead couple that did the Virginia Reel as part of Ellicott City’s bicentennial celebration at my elementary school which has now been turned into condos.
19. I’m married to a Englishman who came here in 2001 (right after 9/11).
20. If I hadn’t wound up working at the library I could have been a caterer who designs interiors while being a secretary for lawyers.
21. My first computer was an Atari – I’ve used Windows, Mac and now Linux – I’ll take the Linux thank you very much (it’s on my desktop and laptop at home and main work machine).
22. One game I’ve not played that everyone else seems to is World of Warcraft.  Now if they only made a Linux version.
23. I like mowing the grass.  We have 2 acres and it’s my time to zone out, crank my tunes and have some alone time.  Besides I take pride in doing a nice job getting around the trees my husband hates to deal with.
24. I wrote poetry for a brief time (probably influenced by the poet I was dating at the time).  Once we broke up I have not written poetry since but it helped at the time.
25. I believe everyone enters your life for a reason.  Some are there for a short time while others stay longer – everyone is there to teach you a lesson.

My iGoogle home page greeted me with an article on Slashdot that couldn’t be ignored.   When Teachers Are Obstacles to Linux in Education article is based on the Blog of helios.   As I read the blog and comments I just sit there with my jaw open.  But then I got to thinking about it.  This is a sad but true reality.  Most people who use computers for personal use don’t know the first thing about them.   Odd thing is most people have come to expect things like Blue Screen of Death, having to reboot after every update (which come more and more frequently), slow to operate, expensive software options, a native browser that doesn’t properly handle poorly coded web sites, viruses and malware directly written for a specific operating system to exploit it’s weaknesses – why oh, why should this be acceptable?

People just want it to work.  They don’t want to be “burdened” (I prefer to say enlightened) with learning a bit about the machine they so naively trust to be secure.  Problem is accepting the aforementioned “issues” as the norm is reminds me of the quote from “The Matrix“  It is the world that has been pulled over your eyes to blind you from the truth. I hope that Mr. Starks is able to educate not only this teacher but many others as well.   Linux is the definitely the blue pill – take it and free not only your mind but your operating system.

Interestingly enough a friend of mine who is new to Facebook got hit by this virus. It then sent an email to my husband but not me (thankfully). Unfortunately, hubby not only opened the email he clicked on the link 3 times before realizing that something wasn’t just right (virus says you need to update Flash to view video). Then to my horror I find that not only is he not using a firewall on his Windows machine he doesn’t have any anti-virus software. So at 11 pm last night I was downloading Bit Defender and running it (it caught 5 infected files but luckily they were low risk and were disposed of properly).

Thankfully even if I had gotten the email and if I had clicked on the link and if I had downloaded it I would have still been okay. Beauty of using Ubuntu (on desktop as well as laptop) – .exe files don’t work there.

So if you use Facebook keep an eye out for an email that looks legit but actually contains a virus. If you have already opened it – here is how to remove the infection. Or better yet – switch to Linux.