One satisfied customer

PY says the library is a good place to be in:

On the side note, I must thank the National Library Board for making our libraries such a conducive place for learning. Thank you.

I didn't played a direct part in making her recent experience a pleasant one. Nonetheless, it always feels good when you know there's one more satisfied customer.

Technorati Tag: national library board

Blog-Poetry: "The Flag" by Kenneth (acroamatic)

I believe I've just come across a new form of poetry -- Blog-Poetry. That's "Blog-Poetry" (with a hyphen). It's not just poetry published in a blog. I define it as:

• Poetry
  
• Expressed in a blog; AND
• Where its meaning is dependent on the hyperlinks, included in the poem, to more blogs (i.e. you take away the hyperlinks to blogs, and you lose much of its contextual essence)

The third point is most important.

Ok, read this post from Kenneth and you might understand why. I've taken the liberty to repost it here. I've also re-aligned (centralised) the words (Kenneth, if you don't mind; please let me know otherwise):

The Flag
by Kenneth (deadpoetscave.com)

Yesterday, I took part in a National Day Observance Ceremony. It was simple and solemn.

The flag was raised. The pledge was repeat-after-me. The anthem was played, but not few sang.

Most people don’t know the words, let alone the meaning.

At least I was spared the agony of hearing “ya-yat Singapura”. For goodness sake, it’s rakyat.

The flag. The red and white. The crescent moon and five stars.

Universal brotherhood. Equality of man. Purity. Virtue. A young nation rises. Democracy, Peace, Progress, Justice and Equality.

High ideals.

A nation of paradox, born out of paradox.

We were ejected from Malaysia. They say we forced our way out.

Diverse yet United.

First World, yet Unhappy.

A nation of immigrants, pondering about quitters.

Encouraged to express national fervour but told exactly how to do so.

Hentam someone, not criminal offence. Breach copyright law, criminal offence.

Smile! ‘Cos we’re on the world stage.

But still. I believe, in my heart.

Why?

I am a Singaporean.

It’s as simple as that. I can’t imagine being otherwise.

Love truly is blind.

Singapura, oh Singapura. Pretty flowers bloom for you and me.

Technorati Tags: blog poetry, singapore, singapore national day

Flying the Singapore Flag: Happy 41st Birthday, Singapore (Part 2)

[From: Flying the Singapore Flag: Happy 41st Birthday, Singapore (Part 1)]

I was in a taxi cab. It had a decal at the front windscreen: "Join the celebration. Fly our flag."

The cab passed by several housing estates. Considerably less flags hanging out of the windows this year, I thought.

During the interview the other day, Serene asked me if I considered myself patriotic. I looked up the word later. This definition says: "Feeling, expressing, or inspired by love for one's country." Another one says: "Love and devotion for one's country."

I asked myself if one had to hang a flag (on National Day) to show one's patriotism (i.e. support for the country).

I don't know. I have to tell you I didn't hang a flag this year, so if my answer was "No", it could be a self-justifying remark.

To be honest, I was lazy. The flag from previous years was faded and I was too lazy to get a replacement. I also found it hassle to take out the flag and attach/ detach it later (go ahead, critise me -- but still doesn't change the fact that I'm still a lazy bum).

But you know what? I will "fly" two flags.

One in my blog. You cannot have missed it. It's at the start of this post.

This blog is my home in the Blogosphere. It would be most appropriate to display the flag in my home. I won't need to wash this flag, and it wouldn't fade. Besides, I checked the guidelines on displaying the Singapore National Flag (via ASK! blog), and the guide doesn't specifically prohibit displaying a flag in a blog (I just have to ensure all other conditions are met).

Oh yes, the second flag... ...This one, it's always worn. You can't see it. Not overtly anyway.

I fly it in my heart.


Happy birthday, Singapore.
Happy 41st birthday, Singaporeans.


Technorati Tags: singapore, ndp, singapore national day
[Related post: Happy Birthday SG: We are 40 today]

Flying the Singapore Flag: Happy 41st Birthday, Singapore (Part 1)

Just read this mail from Siva, who alerted the folks at Yesterday.SG about the Straits Times article published yesterday: "Flying the Flag Online" (Digital Life, 8 Aug 2006). It was written by the journalist, Serene, who interviewed me (it was more like a conversation, rather) among other Singaporean Bloggers.

The article was about the "I Am Singaporean" meme started by Brown and Miyagi, as a lead in to National Day (which is today!):

Surely cynical Singapore netizens would not be caught dead in a red I Love Singapore T-shirt, singing Count On Me Singapore and decorating their homes with the Singapore flag?

In the run up to National Day, however, they are flying the national flag in a different way, celebrating what it means to be Singaporean - both good and bad - online.

An 'I Am Singaporean' meme (say 'meem'), a chain letter of sorts, is making the rounds on the Internet, with netizens writing, podcasting and vodcasting about what makes them Singaporean.

Here's the part where I was quoted:

One particularly philosophical take came from Mr Ivan Chew.

The 34-year-old, who works at the National Library Board managing adult and young people's services, argued at ramblinglibrarian.blogspot.com that the cynicism wears itself 'like a disguise'.

'I think it is our brand of dry and wry humour. Perhaps people would rather be cynical than be caught dead saying 'I love Singapore'.

'But by participating [in the meme], they are showing they appreciate Singapore.'

Ah, Serene -- you made me appear more clever that I really am. :)

I thought the article ended off very nicely with the following comments by AP Cenite:

Assistant professor Mark Cenite, told Digital Life that 'there's no question that many of these podcasts reflect love of country even though they include criticism'.

Said Dr Cenite, who teaches at the Nanyang Techno- logical University's School of Com- munication and Information: 'The message is, 'I love Sin- gapore but sometimes it drives me crazy', which is compar- able with 'I love my parents but sometimes they drive me crazy'.'

He added: 'Feelings for something as complex as a nation are always going to be complicated.'

Blogging about this reminded me of something I was thinking about while in a taxi cab a few days ago... I'll blog about it next, since it's National Day and all.

[Next: Part 2]

Technorati Tags: singapore, ndp, singapore national day

More on Wikipedia (citing specific versions, Edit History feeds)

Thanks to Kevin, who shared more about Wikipedia in his earlier comments, I learnt something new -- specifically the ability to cite specific versions of the wikipedia entry. Thought it might be useful to point it out here.

Click on the images to see additional notes in Flickr.

#1 - Let's say we are at the Wikipedia Singapore entry. Typically, when we want to send someone the URL, we would copy the URL from our browser and send that link off, i.e. http://en.wikipedia.org/wiki/Singapore



#2 - However, if our intent is to let the other person see the information as we've read it, we should send them the specific URL of that particular version of the wiki entry. Click on the link (at the left sidebar; bottom left of the image) that says "Permanent Link" to get the specific URL. That way, whoever receives the URL at a later date will see what we've seen (rather than updated versions). Near the top of the entry, there's a link to see the Edit History of the wiki entry.



#3 - Clicking on the Permanent Link will bring us to another page. Notice that the URL in our browser now shows a different URL (there is an ID number attached) -
http://en.wikipedia.org/w/index.php?title=Singapore&oldid=67816932
We can also navigate to earlier or older versions from this page.



#4 - At the (Edit) History page, we can navigate to specific versions (newer or older). The Edit History page also shows who edited what. There's also an RSS feed for the wiki History page. The RSS feed is useful if you are interested in tracking (via Feeds) on the changes made to the entry.



#5 - This is how the RSS feed looks like, for the "History" of edits for the Singapore Wikipedia entry, in my bloglines account.



While writing this blog post, I wondered if (Singaporean) librarians ought to playing an equally active role together with the other volunteers who are maintaining this Singapore Wikipedia entry.

Whether we like it or not, the information (about Singapore) is in Wikipedia. Rather than fight it -- or worse, ignore it -- we might as well "join forces" with the community updating the information about Singapore. A professional responsibility, if you will.

We (librarians) need not be the ones maintaining the information. We could just subscribe to the Edit History feed and check the entry from time to time. If we spot any inaccurate information (or if we have better leads), we could find a way to get in touch with those actively maintaining the entry.

For starters, I've subscribed to the Edit History feed.

BTW, here's a thought-provoking article from The Alantic Online, by Marshall Poe: "Can thousands of Wikipedians be wrong? How an attempt to build an online encyclopedia touched off history’s biggest experiment in collaborative knowledge"


Technorati Tag: wikipedia

Guest blogger - F.I.J.: "Nibble on this - Instant Noodles"

I was IMing with my Friend in Japan (F.I.J.) to get an update on the flooding. Good thing it's subsided, at least in the area where my friend lives. At one point, I asked FIJ why won't she blog about it. FIJ says too lazy to start a blog. Somehow, I ended up offering F.I.J. to guest blog.

Maybe I'm trying to ease F.I.J. into this blogging thing. Maybe not. In anycase, I felt F.I.J. had interesting things to say, and so why not "guest blog" here? This space is for learning, and there's some learning elements in FIJ's contribution on Instant Noodles. For me, it was an insight into a person's information search behaviour (in F.I.J.'s case, on how Wikipedia information was used).

Friend in Japan wrote:

My favourite instant noodles back home is Mi-Goreng (no, it's not Indomie Mi-goreng, but another brand that I cannot remember. Can't ID it as I've ran out of it. Mental note to self: stock up the next time I'm home).

I also like Mama Brand's Shrimp Tom Yam Flavoured Instant Noodles. Alas, I can't find these two types of instant noodles in the land that invented instant noodles.

Even Nissin Curry Cup Noodles wasn't what I had expected. It was Japanese curry, not hot curry, what was I thinking about? When I need my spicy instant noodles kick, the best that I can find is Korean Instant Noodles, which by the way is what many eateries in Korea use. I saw boxes of them in many eateries in Korea.

Back to Japan: Cup Noodles are a type of instant-noodle/ ramen snack in a styrofoam or hard plastic cup. According to Wikipedia, cup noodles were invented in 1971 by a Japanese food company, Nissin (more about the man who invented cup noodles).

Cooking time varies but is usually around 3 minutes. Better results are yielded when boiling water is added to the Cup Noodle instead of adding cold water to the Cup Noodle followed by cooking in the microwave. I tried the latter just to check the validity of information on Wikipedia. In this instance, I should have trusted Wikipedia. My Cheese-Curry Cup Noodles were not chewy and the cheese bits were spongy.

Anyhow, in this homeland of cup noodles, my favourite Mi-Goreng comes in the form of Japanese Fried Noodles (Yakisoba). Although it is not spicy, it is as tasty as Mi-Goreng and best of all, I love the easy and fuss-free "cooking". Also, it's really tasty for a cheap meal.



And if you think cooking noodles in 3 minutes undermines your abilities, watch this video (6mins 30secs).

If you are crazy about ramen and want to know more, check out the ramen links on Mari's blog.

I assured F.I.J. this was not a "bo-liao" (i.e. useless) post. It's an individual's perspective on Instant Noodles. What might be "noise" could be the equivalent of gold to someone else (information-wise). We never know.

In fact, I discovered this post by ManMeng on "How to prepare an instant noodle cup". Some of us might think there's little value in posting something as simple as making cup noodles (it's supposed to be simple to make cup noodles so why would you need instructions?)

But suppose 10 or 20 years from now, cup noodles become a "thing of the past". Then posts like those from F.I.J. and MenMeng will become gold indeed.


Technorati Tags: cup noodles, instant noodles

Is there really a "problem" with using Wikis as information resources?

Just read this post by David Weinberger, on "Why believe Wikipedia?":

Simply by appearing in the Britannica, an article has credibility. But that's not true for Wikipedia because you might hit an article a moment after a loon has altered it. Yet, Wikipedia has (and deserves) credibility, in part because of its willingness to acknowledge its fallibility.

To understand the controversy surrounding Wikis, read this post by Ram Mohan on "The problem with Wikis" (I found the explanation clear and concise, and previously cited it at this Yesterday.SG post).

Some librarians feel that a resource like Wikipedia should not be cited as part of an answer to a customer (in response to their information enquiry). I'm not saying their concerns have no basis. I'm just saying that to discount a wiki entirely without first accessing the value of its content would be foolish. Unprofessional, even.

Sometimes, the wiki entry is even more comprehensive and better articulated that so-called "authorative sites". Sometimes it could be the only resource you can find on the Internet.

I think the unsaid worry among some librarians in citing a wiki entry is that the between the time you verify the content and the time the customer views it, the entry might be changed.

My view is that when librarians respond to an advisory or reference question, it is Okay to cite a Wikipedia entry -- provided we have done our due diligence in the usual verification and crosschecking of information.

We should not cite the wikipedia entry as the only information source. Our response should also be supplemented by other resources and references -- books and other published articles.

Most important, we should alert the customer to some known issues with wikis (i.e. a kind of advisory in itself), and let the user make their final informed choice with regards to the information available.

The Wikipedia today is a slightly different animal from its first incarnation. I suspect that as its popularity grows, its administrators also recognise an increased social responsiblity to maintain some form of standards. If you've read David Weinberger's post and seen the various "warning lables", you'd understand what I mean.

Also, there are these strange creatures known as "Wikipedia Administrators", to keep Wikipedia "safe", like this one (thanks to Kevin for a very interesting interview).

So to answer my own question: No, I don't see a problem with using information from Wikis as part of our response to users. It's only a problem if librarians/ users cite it without due diligence and professional judgement.


Technorati Tags: wikipedia, wikipedia administrator

I interviewed a Journalist

A few days ago, I received an interview request from yet another Straits Times journalist (first one's here). The email subject went "Hello fellow Singaporean" and turned out that journalist had some questions about my "I Am Singaporean" podcast. With the blessings of my Corp Comm folks, I agreed to do the interview.

Funny thing was I ended up interviewing her -- this second journalist -- as much as she interviewed me. Even before asked me questions, I was shooting her questions left-right-centre.

For instance, how they decide on an article or story (apparently it could be assigned, or they have an idea which their editor feels is worth pursuing, or they brainstorm for story ideas); what's their working hours like; how to they get assessed (in terms of performance) by their bosses.

Over the years, I've interacted with a handful of journalists/ reporters (print and broadcast). In all honesty, this young lady is the most chatty of them all. I mean it in a nice way. I'm not trying to get into her good books so that she writes something nice. Just telling it as it is.

I told her what I thought as well (about her being chatty). And she said:

"It's a two-way thing. I cannot keep asking questions only... ... That's what information exchange is about. I can't keep asking about your father and mother etc. don't know anything about me."

She said I could blog those remarks (in fact, she was apprehensive about me blogging her comments as she spoke to me, but I assured her I always ask for permission first). She's Serene Luo, btw. See if you can spot her in the Digital Life section of The Straits Times.

Know what? I didn't just have a conversation with a journalist.

I had an exchange of ideas with a fellow Singaporean.


Tags: iamsingaporean

Who says learning can't be fun? (or, "Do You Like Crisps?")

Discovered this via Euan Semple:

Click on the image to view the comments at the Flickr page.

I suspect the Flickr post started off as an innocent illustration of the "Add Note" feature in Flickr, but the comments just took off on a different tangent.

Luckily I was reading this at home, or else my office colleagues might think I'm mad for random bursts of laughter. Scroll down the comments and each one is funnier than the previous one.

It's also a great example of how witty conversations naturally unfold, given the right mix of people and context. Those folks are obviously intelligent and humourous (the dry/ wry kind). There are subtle (maybe not so subtle) references to usability design issues, but put across with humour.

NOTE: "Crips" = "Chips" = Potato Chips


Technorati Tag: design usability, geek humour

Product recall: 15-inch MacBook Pro Battery Exchange Program

Thanks to Isaak who alerted me to this info: Excerpts from Apple Support webpage ("15-inch MacBook Pro Battery Exchange Program" - last accessed 31 Jul 2006):

Apple has initiated a worldwide battery exchange program for certain rechargeable batteries that were sold for use with 15-inch MacBook Pro computer systems from February 2006 through May 2006.

We recently discovered that some 15-inch MacBook Pro batteries supplied to Apple do not meet our high standards for battery performance. To give our users the best experience possible, we will replace these batteries for customers free of charge.

Note: The affected batteries do not pose a safety risk. You may continue to use your current battery until a replacement arrives.

The affected batteries have model number A1175 and a 12-digit serial number that ends with U7SA, U7SB or U7SC. To view the model and serial numbers located on the bottom of the battery, you must remove the battery from the computer. The battery serial number is located above the barcode. [Photo at webpage]. Only batteries within the noted serial number ranges need to be exchanged.

No other MacBook Pro or MacBook batteries are part of this program.

Mine qualifies.

So I fill up the required information at the Support Page. I'm brought to a page that confirms my Macbook Pro and battery serial number qualifies for the exchange. I provide my address and contact information for the free delivery.

Finally I'm brought to a page that says:

Thank you

Your request will be processed shortly. If you provided an email address, a confirmation email will be sent to you.

Apple will ship you a replacement battery (or batteries) as soon as possible after processing your replacement order. Shipping time may vary due to product availability. Once you receive the replacement battery, please return the old battery to Apple with the pre-paid shipping label and packaging provided.

Almost immediately, I receive the confirmation email:

Dear Apple Customer,

Thank you for ordering a replacement battery. Your request is currently being processed.

It will take approximately 3 to 5 business days for your replacement battery to arrive. Please note that shipping times may vary due to availability.

We appreciate your cooperation with this exchange program.

Apple

Now that's customer service. Very professional.

While going through the steps, I can't help but recall this statement I wrote in an earlier post, about my modem trouble, (see item 5 in the post):

Inform the customer what you (the librarian) are going to do, and how you are going to do it. Letting the customer know what is being done helps alleviate some anxiety.

Out of curiosity, I searched for "macbook pro battery exchange" in Technorati to see what people are blogging about this episode.

It didn't surprise me that things are pretty calm, i.e. many people are blogging about this but there's no hysteria or "Darn you, Apple" type of posts. I think the affected users were probably early adopters of the Macbook Pro, so something like this was within expectations. Also, the recall and exchange process is quite hassle free (the battery is delivered to the customer, rather than the customer going to the store to get a replacement).

Some Macbook Pro owners are pretty analytical about the whole thing, like this blogger (who would be testing the new battery to compare performance before sending the old one back).

This blog post was useful to me -- where this blogger's replacement battery sported the serial number range that was being replaced (he shipped it back). I've made a mental note to check the serial number of my replacement.

(Two examples of how blogs are legitimate sources of information, which I will cite at my 2nd run of the LAS blog course later this week).

So far I'm satisfied with the customer service from Apple. Another plus point for them. I've come to expect no less from Apple. Notice that I wrote "satisfied" rather than "pleased" or "happy". This is a fact for service industries like librarianship too -- customers go from delighted to happy to satisfied because they are used to the service level. But hey, better to have satisfied customers than no customers (and no job) at all.


Tag: apple battery recall, macbook pro