Showing posts with label service. Show all posts
Showing posts with label service. Show all posts

Monday, November 23, 2015

At the Library

Online dictionary defines a library as "a place set apart to contain books, periodicals and other reading material for reading, viewing, listening, study, or reference, as a room, set of rooms, or building where books may be read or borrowed". Such organizations may be public bodies catering to the needs of the general public or private institutions meant exclusively for their members. The facility may be made available free of charge or for a prescribed fee. Libraries have their own rules and regulations that are to be complied with to avail of their services. Whatever may be the context, the first thing that comes to the mind when the word "Library" is heard is books and books.

The earliest available library for us in our childhood in the Primary school (standard 1 to 4) was the single old bookcase kept in the room of the Head Master in the village school. There were very few books and we neither had access nor the capacity to read and understand their contents. It was not known whether the teachers themselves read those books. When we moved to the Middle school (standard 5 to 7) in the small town, the library was a little bigger with three or four bookcases. One teacher was in-charge of the library and we got 2 or 3 books during a full academic year. The position was much better in the High school with a separate room provided for the library and one period in a week earmarked for "Library" sessions. We could read some newspapers and magazines in the library room during lunch time. Each student had to pay a fee of 50 paisa (Half rupee) every six months as "Reading Room" fee. The college had a regular library with many books, but not many students were interested in the general books by then. Institutions we worked in for a living had their own libraries in big offices and were quite useful with stock of professional and general management books.

Villages hardly got any newspapers in those days. Small town had a few households getting newspapers regularly and one had to visit them in the evening to read the newspapers. Availability of the papers was directly proportional to the mood of the residents of the households. Some were kind to recognize our needs while the behavior of some others bordered on contempt. Three of us friends were regular visitors to the "Municipal Office" of the small town, every morning to read the daily newspapers. We had to wait until the Municipal President and Administrative Officer finished reading them. A new Administrative Officer who came on transfer was kind to instruct the watchman to allow us to read the papers before his arrival on the condition that the papers were handled with proper care by us. That was a big concession for us and a true recognition of our earnestness in those days!

Experience with public library later on were not very happy either, as they worked during the same hours, usually 10 to 5 during the day, when we would be working in our offices. Becoming a member was a difficult task as was borrowing and returning of the books. Much depended on the attitude of the staff manning the counters. Distances between places of work or stay and the libraries did not help matters either.
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A few days ago, my hosts here were discussing about seeking an appointment after 8 PM at the local Library in Pennsylvania, for obtaining a passport for their two week old baby, I became alert. It was a surprise to think of an appointment that late in the evening and that too for obtaining a passport! I went along with them and made a round of the local Library and witnessed the process followed for obtention of a passport. There were many interesting features in the functioning of the library and the facilities they provide to the residents of the community. Some of them are given below:
  • Each county (similar to the Districts we have) has a set of libraries in different locations depending on the population of the areas. 
  • The libraries generally work form 9 AM to 9 PM on three days of the week and 9 AM to 5 PM on other three days of the week. Sunday is a holiday. Late working days are especially convenient to people at work during the day time.
  • Membership is free for local residents. Others too can become members by paying a nominal fee. 
  • Application for obtaining a library card can be made on-line. Libraries have easy access for differently abled persons.
  • On-line catalogues are available for reference and choosing books one needs to borrow or refer.
  • If the books needed is not available immediately, there is a system for reserving the books to borrow them when returned by others.
  • If the required book is available in another library of the county or even nearby counties, request for transfer can be made. The book arrives in 2 or 3 days. 
  • A book borrowed in one library can be returned at another library within the county.
  • Returning of books can be made through drop boxes located at the entrance of the libraries and need not be only during working hours and inside the library. Books deposited here are cleared periodically and accounted by the library.
  • In tune with the times, library activity is not confined to books alone. DVDs and E-books are also available at these libraries.
  • Libraries have well-equipped computer centers. Free wireless internet and public laptops and I-pads are available to the members. One hour free laptop use is allowed.
  • Computer centers have facility of scanners and printers available in them. Scanning is free of charge.
  • Self-copying and faxing are permitted for a reasonable fee.
  • Snacks and soft drink vending machines are installed for providing refreshments.


In addition to the above features, Libraries also provide various other services to the community and truly work as centers of learning. Other services provided include:
  • Learning environment for all residents is provided in various forms.
  • Educational programs and classes for different age groups like Pre-school kids, toddlers time, Babies and Books, Pre-school Yoga are held periodically. There are programs for kids, teens and adults as well.
  • Family music classes, computer help and job counseling sessions are held for the required groups.
  • Local author book talks are arranged to encourage local talent.
  • Income-tax forms are available at the libraries.
  • Duly filled Passport applications can be submitted at the Library. A designated official checks them, verifies with the original documents, takes photographs and sends them to the concerned authorities. A prescribed fee is levied for these services. Telephone appointments can be made for these services to avoid waiting time and enable proper planning.
  • Libraries have meeting room facilities for hosting cultural, civic and educational purposes on payment of prescribed fees. Advance booking can be made for such events.

These libraries are managed by Library Boards constituted by local residents. Funding is by local governments as well as donations from general public. Members of the general public can attend the library board meetings and offer suggestions.


I was also advised that some libraries have open gardens as reading rooms. You can pick a book from a tree, read it in its shade and return it to the tree with grateful thanks! I could not visit such a library this time. May be, it has to wait for another time.
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Two weeks after the visit to the library with the baby and submission of the passport application, his passport arrived by mail. Obtaining a passport was that simple, thanks to the Library, systems followed and concerned departments. Modren libraries can certainly be agents of change and convenience to the general public!

Monday, January 19, 2015

Thank you, for the service!

It was a cold winter night on 13th December 2014.  Oumar Maiga was working in the late night shift for "Freedom Taxi" company during the holidays and slowly driving his taxi, near Market Street & South 2nd Street in downtown Philadelphia, PA, USA.  He stopped and picked up a fare at 01.33.33 AM EDT.  The person hiring the taxi got down at Race Street North.  Total distance traveled was less than a mile and the journey took less than two minutes. During the short journey, the passenger casually enquired of Oumar Maiga, "how was the night?". Maiga replied that it was a little hectic, but not bad.  The passenger said he would make it a great night. Actual fare payable for the trip was 4 US dollars and 31 cents. The passenger paid for the trip with his credit card. When Oumar Maiga saw the charge slip, he was amazed.  "You probably made a mistake, Sir" he said repeatedly. The passenger said that there was no mistake and the amount paid was deliberate.  "I know what I did.  I appreciate how professional you and your cab were and I wish to give you an enormous tip before wishing you Good Night", said the passenger as he walked away.  Oumar Maiga did not believe the tip until the amount was actually credited to his account.  The amount of tip for the trip costing 4.31 US Dollars was an unbelievable 989.98 US Dollars!  To put things in perspective, the amount of tip was an astounding 22,969 per cent!!  There was no better way of appreciating a service rendered, indeed.  Freedom Taxi co-owner Everett M Abitbol said that this episode could not have happened to a better guy than Oumar Maiga.

A month later, on Thursday, 15th January 2015, a Pizza was delivered by one Rob to a group of real estate agents at a meeting in Ann Arbor, Michigan, USA.  He got a tip in the form of a package comprising of a 2,084 US Dollar tip, a visa gift card, lottery tickets and letters of encouragement.  This tip was also some 21,000 per cent of the bill value! The participants at the Regional conference of Keller Williams county said they wanted to show their appreciation from the service industry.  Rob could not believe the tip and exclaimed, "All I did was to deliver a Pizza!".  If he wins a prize on the lottery tickets, the tip percentage could go much higher.
*****

Tips is a small present of money given directly to someone for performing a service or menial task; it is a gratuitous payment that is given voluntarily by the one receiving the service.  Some also say that it is acronym for "To Impart Prompt Service".  It is usually given to workers in service sector.  Government employees are not supposed to receive tips as it can be termed as "bribe".  Ideally, the service provided should be without expecting any tips; there should not be any difference in the quality of service rendered between the one giving a tip and another who does not give any tips.  Some establishments have the practice of pooling all the tips received from the customers and dividing it equally among all the workers.  The amount of tip given depends on the local practices and customs.  Ten percent of the bill amount is considered as a fair tip in many countries, while in some other countries twenty percent is considered as the norm.  In some countries, notably Japan, giving a tip is considered as insulting!  Tourists have this problem of knowing what should be the amount of tip that should be given.  Most of the tourist guide books and travel agent brochures make it a point to indicate the tipping pattern in different locations.


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There are many interesting anecdotes about tipping.  John Davison Rockefeller (1839-1937) once held a meeting of his senior employees in a hotel.  The service given by the hotel staff was awful and very unsatisfactory.  When the bill was presented, JDR left a tip of 100 dollars.  The hotel staff were shocked when they saw the amount of the tip.  He had another meeting in the same hotel on the next day.  This time the service was lightening fast and unbelievably wonderful.  JDR left a tip of one dollar.  He told the service staff, "The tip I left yesterday is for today's service.  What is given today is for yesterday's service".  There is no wonder he was one of the most astute businessman of his times! 

There are many anecdotes about John D Rockefeller.  Once he went to a hotel and asked for a room with a bath.  Hotel manager was surprised.  He said that when Rockefeller's sons came to the hotel, they always took presidential suites. Rockefeller calmly replied, "They have a rich father.  I don't".


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The above types of anecdotes are attributed to different personalities and sometimes one wonders which one is correct.  There is a "Quote Investigator" that explores the origin of such quotations and anecdotes.  

One of the most famous quotation is mentioned as belonging to John D Rockefeller, J P Morgan and Henry Poor.  The story runs thus:

A worried looking young man approached the dignitary and wanted some tips (not the tip discussed earlier!) about movement of stock markets.  The veteran thought for a moment and replied, "Young man, I believe the market will fluctuate".  This was one of the perfect prediction about the markets!

Quote Investigator investigated this story and found that the story was mentioned in the pages of Wall Street Journal of October 1922, as belonging to Henry Varnum Poor, the founder of Standard & Poor's.   The funny side of it is that Poor had died in 1905, seventeen years before the article was published!