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photo of the day

nobody@vox.com(Cecily) — Wed, 25 Jun 2008 07:04:48 -0700

Because I haven't done one of these in a while, either.

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customer service @ your library

nobody@vox.com(Cecily) — Wed, 25 Jun 2008 06:27:26 -0700

library, originally uploaded by jessiqua.

(It's been a minute since I posted over here in Vox-ville, but seeing as how I haven't had the "how much can I talk about the things about my job that annoy me" discussion with my boss yet, "better safe than sorry" is the order of the day. )

As many of you know, I made the transition from corporate life to public librarianship. While the transition has been largely smooth, and while I still enjoy my job very much, every day I come into contact with a service ethic that stands in opposition to my own. This is the latest example: while working at one of the library's information desks, a customer came up and asked for a sheet of paper. Because I didn't know where we kept spare reams of paper, I reached inside the printer, pulled out a sheet, and handed it to him. After the customer walked away, a colleague pulled me aside and said "We never give up the paper. Never."

Now, I'll grant that we have a recycling bin at the end of the desk for scrap paper (which I completely forgot about), but I couldn't believe that this was the one element of my job performance that the staffer chose to criticize.

When I read through library listservs, or when I encounter images of librarians in popular culture (Buffy's Giles excepted), I often encounter the image of the library as a foreboding, unwelcoming institution that is more concerned with keeping order and adhering to arbitrary rules than it is to delivering top-notch customer service. It's no wonder that some people prefer bookstores, and why some others would rather turn to Google for quick information service. We seem to be a surly, stuffy bunch.

My idea of customer service and end-to-end user experience was shaped -- for better or worse -- by four years spent slogging through corporate trenches. I ultimately learned that I didn't belong in the corporate world, but the one valuable lesson that I did learn was that it is much easier to say yes than no, particularly for requests that can be carried out with a minimum of effort. The patron asked for paper, and I gave it to him, an exchange that took no more than 10 seconds from start to finish. Compare it to the alternate scenario: The patron asks for paper, and I say "No, but if you look at the end of the desk, you'll find a recycling bin with scrap paper in it, and you can have as much of that as you want." At this point I've introduced a level of unnecessary complexity, created a barrier for the patron, albeit a small one, and this barrier has an impact on the patron's ability to complete their task quickly and easily.

I haven't worked in a library long enough to understand the reasons behind this particular rule, but it seems to me that library service would become more efficient -- and friendlier -- places if we just did away with those insignificant service policies and developed a culture of customer service.

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pretty girls on parade

nobody@vox.com(Cecily) — Sat, 01 Mar 2008 20:28:56 -0800

I got to work with real live models in my intermediate photography class today. Luckily we had a rare sunny day today.

Of everyone we shot, Kelly (pictured immediately above) was the most fun to work with. She wasn't polished by any stretch of the imagination (Kirsten -- the cool blonde above -- was a pro in the making), but Kelly's face was expressive and alive, and her personality shines through in all of her photos.

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Cult of personality

nobody@vox.com(Cecily) — Thu, 28 Feb 2008 23:43:34 -0800

This may be how others see me, but it isn't how I see myself:

Your score on this personality test was 61%

Others see you as fresh, lively, charming, amusing, practical, and always interesting; someone who's constantly in the center of attention, but sufficiently well-balanced not to let it go to their head. They also see you as kind, considerate, and understanding; someone who'll always cheer them up and help them out.

Personality Quiz
Take More Quizzes

I can't help wondering which is the real me.

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Falling in love

nobody@vox.com(Cecily) — Thu, 28 Feb 2008 23:36:28 -0800

Valentine's Love

After reading this entry where the author asks what it feels like to fall in love, my first reaction was to ask "Which time?" I've fallen in love more times than I care to count, but only two of those times have stuck.

The first time it was like curling up into a bed of clean fresh laundry, still warm from the dryer: it was soft, comforting, calming and soothing. The second time it was as if I'd unknowingly walked out into a middle of a lake, and upon finding myself up to my neck in water, suddenly discovering I could swim.

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Learning to smile

nobody@vox.com(Cecily) — Thu, 28 Feb 2008 23:27:39 -0800

(This one was worthy of a re-post over here in Vox-ville...)

cheese!

You may wonder what makes this photo different from any other photos of me that you might've seen in the last few years. The difference is that this is quite possibly the first photo of me -- ever -- where I'm smiling and showing my teeth.

Being able to show a smile to the world is something that many people take for granted. Because of my crooked teeth, I've rarely been photographed with a full-on smile. I'm always posing with some half-assed Mona Lisa mug, hoping that my eyes, or the tilt of my head, or some other facial expression will make me seem happier, friendlier, or more approachable. There are a few photos of me where I almost pull it off, but even so, I've always felt guarded and reserved because I was so ashamed of my teeth.

In our society, smiles are currency. They are usually given freely and exchanged once people have reached a certain similarity of feeling. When you're walking down the street and someone attractive catches your eye, you first make eye contact and, in the very next instant, smile at the person to let them know that you see just how good they look. When all you can do is make eye contact, you're only giving half of yourself. In that instant where you decide to conceal your smile, you've managed to deconstruct the bridge between you and that other person. Speaking from experience, it's difficult to cross that gap once the connection has been broken.

Learning to smile for the first time in a long time is an unusual experience. I spend countless minutes in the mirror practicing my smile, posing this way and that, looking for my (new) best angles. I try a full-on, megawatt smile on for size, and then I practice a secret smile that will only be seen by a lover. I'm amazed by how quickly my teeth are moving, at the subtle changes in my bone structure, and at times I barely recognize the woman staring back at me from the mirror. I still have 18 months left of orthodontic treatment to go, but I'm starting to see a glimpse of what I'll look like at the end of this $5700 experiment. Regardless of the weight I've lost (and gained), regardless of how I style my hair, and despite the careful hand I use when applying makeup, nothing makes me feel quite as pulled together as a pretty smile.

I think I'm almost there.

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Cheeky

nobody@vox.com(Cecily) — Mon, 21 Jan 2008 23:17:07 -0800

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Day 1 with the Nokia N82

nobody@vox.com(Cecily) — Mon, 21 Jan 2008 17:38:53 -0800

In case you're interested, I've posted some initial thoughts about the Nokia N82 (obtained through the Nokia Blogger Relations program) over at cecily.info. The shot below was taken with the N82's 5 megapixel camera.

cracked...like your face

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Lifeblog post

nobody@vox.com(Cecily) — Mon, 21 Jan 2008 13:42:21 -0800

Posted with a Nokia N82. Sadly I can't post to my main blog, so Vox will have to do.

01172008053

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follow me

nobody@vox.com(Cecily) — Thu, 03 Jan 2008 17:51:10 -0800

Vox is fine, but I'm trying to be a little more open these days. You can find me mostly at cecily.info, or follow my lifestream at heycecily.ca.

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