! 1 i -1 I I I I I I I Cheng, Evelyn From: Sent: To: Library Director Monday, March 07, 2016 11:52 AM Monica Ruck; Library Director; Library, Pa From Library Director's Mailbox Cc: Subject: Cheng, Evelyn; Goodman, Jessica; Lai, Diane; Garcia, RuthAnn RE: Event Calendar Listing Hello, Thank you for contacting us. At the moment, we are unable to promote your event. While we might be location for your program/event, we do not advertise outside presentations in library materials. Best of luck, Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Alto, CA 94301 D: 650.329.2403 I E: [email protected]Please think of the environment before printing this email - Thank you What I'm Reading Now: Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel From: Monica Ruck [mailto:[email protected]] Sent: Saturday, March OS, 2016 4:26 PM To: Library Director; Library, Pa Subject: Event Calendar Listing Hi, we would love to advertise our event on your library event calendar! I am including the long and short versions below. Please let me know if there is an online event' submission form where I can do this myself. Thank you! Another Alternative: A Family-Directed Home Funeral - Extended Version 1
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Cheng, Evelyn
From: Sent: To:
Library Director Monday, March 07, 2016 11:52 AM Monica Ruck; Library Director; Library, Pa
Thank you for contacting us. At the moment, we are unable to promote your event. While we might be location for your
program/event, we do not advertise outside presentations in library materials.
Best of luck,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Pal~ Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
~~i~!~~i What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Monica Ruck [mailto:[email protected]] Sent: Saturday, March OS, 2016 4:26 PM To: Library Director; Library, Pa Subject: Event Calendar Listing
Hi, we would love to advertise our event on your library event calendar! I am including the long and short versions below. Please let me know if there is an online event' submission form where I can do this myself. Thank you!
Another Alternative: A Family-Directed Home Funeral - Extended Version
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Join the Bay Area Funeral Consumers Association (BAFCA) on Sunday, April 17, for their annual free event at the garden Embarcadero Room in the beautiful Palo Alto Rinconada Library from 1:00 - 3:00 p.m. The Palo Alto Rinconada Library is located at 1213 Newell Rd., Palo Alto, CA 94303. The event is open to the public. BAFCA is a chapter of a national nonprofit organization of volunteers who help inform and protect consumers when shopping for funeral goods or services. The free event will include an informative talk, social hour, refreshments, and funeral planning educational resources.
The guest speaker, Final Passages' director Jerrigrace Lyons, will be giving a multimedia presentatioA entitled Another Alternative: A Family-Directed Home Funeral on family-directed home funerals and green burial. A Reiki Master, Certified Trager Practitioner, founder of Final Passages, and director of Home Funeral Ministry, Jerrigrace has a long history in alternative healthcare practices. She pioneered Final Passages in 1995 to reawaken a choice that our ancestors once held sacred.
Before the late 19 .. century and the rise of the funeral industry, after-death care was largely viewed as a natural part of life and practiced as an intimate ritual by friends and family. Today, the National Funeral Directors Association reports a traditional funeral costs $8,000 - $10,000 and even more with all the trimmings (cosmetology, flowers, funeral vehicles, invitations, memorial book, obituaries, etc.). Families seeking a more active role and greater ownership in the care of their dead are reclaiming after-death care and fostering the death positive movement. With a revival in both family-directed home funerals and green burials, families are opting for more affordable, personal, environmentally conscious, and dignified alternatives to honor the life of their loved ones.
A home funeral or family-directed funeral is the process of caring for the body of their loved one in the home without intervention by a funeral director. The practice involves understanding home funeral laws within your state and county, completing the necessary after-death paperwork, gathering supplies, bathing and dressing the body, laying out the body, and transportation to the place of final disposition. Families can choose to do this alone or employ the services of a Home Funeral Guide or Natural Death Care Consultant to navigate the process. By performing after-death care in the home, family and friends are gifted more time with their departed. The supportive network that gather to jointly prepare the body, grieve, and celebrate the life now gobe provide additional opportunities for communal closure and healing.
Green or natural burial emphasizes simplicity, ecological conservation, and environmental sustainability. No · artificial processes are employed instead opting for environmentally responsible practices and environmentally friendly products. Bodies are returned to the earth unembalmed in biodegradable coffins or shrouds and interred directly without a concrete burial vault. The goal is complete decomposition of the body and its natural return to the soil. In contrast to customarily somber cemeteries, green cemeteries or memorial parks resemble natural preserves with lush greens, native plants, and vibrant thriving ecosystems.
Visit the Bay Area Funeral Consumers Association (http:ljwww.ba-fca.org/) for more information. If you have any questions contact BAFCA board member Suzette Sherman@ 650 862-7522
Event Title: Another Alternative: A Family-Directed Home Funeral Date: Sunday, April 17th Location: The fabulous garden Embarcadero Room at the beautiful Palo Alto Rinconada Library Hours are 1:00 - 3:00 p.m. plus socializing and brochures and refreshments Address: 1213 Newell Rd., Palo Alto, CA 94303 (650) 329-2436 Cost: Free and open to the public
Another Alternative: A Family-Directed Home Funeral - Short Version 2
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Event Title: Another Alternative: A Family-Directed Home Funeral Date: Sunday, April 17th Location: The fabulous garden Embarcadero Room at the beautiful Palo Alto Rinconada Library Hours are 1:00 - 3:00 p.m. plus socializing and brochures and refreshments Address: 1213 Newell Rd., Palo Alto, CA 94303 (650) 329-2436 Cost: Free and open to the public
Join the Bay Area Funeral Consumers Association (BAFCA) and Final Passages' director Jerrigrace Lyons for a multimedia presentation, Another Alternative: A Family-Directed Home Funeral, on family-directed home funerals and green burials. BAFCA is a chapter of a national nonprofit organization of volunteers who help inform and protect consumers when shopping for funeral goods or services. Families seeking a more active role and greater ownership in the care of their dead are reclaiming after-death care and fostering the death positive movement. A home funeral or family-directed funeral is the process caring for the body of the departed in the home without intervention by a funeral director. Families can choose to do this alone or employ the services of a Home Funeral Guide or Natural Death Care Consultant to navigate the process. Family-directed funerals are often followed by a green or natural burial. These burials emphasize simplicity, ecological conservation, and environmental sustainability. A social hour, refreshments and funeral planning resources will also be available from the Bay Area Funeral Consumers Association free of charge.
Visit the Bay Area Funeral Consumers Association (http:ljwww.ba-fca.org) or Final Passages (http://finalpassages.org) for more infqrmation. If you have any questions contact BAFCA board member Suzette Sherma·n@ 650 862-7522
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Cheng, Evelyn
From: Library Director Sent: To:
Tuesday, March 08, 2016 6:12 PM Ed Lee; Library Director
Cc: Garcia, RuthAnn; Dabiri Alaee, Valeh; Cheng, Evelyn Subject: RE: concerns re: Medicare workshop on March 5, 2016 @ Mitchell Park
Dear Mr. Lee,
Thank you very much for taking time to provide me with such a thorough description of your recent experience at the library. I appreciate it! I can certain ly understand why you are concerned about the many issues you've brought up. I am copying RuthAnn Garcia, the manager at Mitchell Park and Adult Programs, so that she can follow up and, ideally, improve the presentation. She may be in touch with you, should she need additional information.
I want you to know that we take this seriously and will follow up. Again, thank you for your comments.
Sincerely,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
What I'm Reading Now:
Lights Out:. A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Ed Lee [mailto:[email protected]] Sent: Monday, March 07, 2016 12:50 PM To: Library Director Cc: Ed Lee Subject: concerns re: Medicare workshop on March 5, 2016@ Mitchell Park
Dear Ms Ziesenhenne,
I'd like to bring up some issues that I encountered during the Medicare worksrrop that took place on Saturday
March 5. I would like to ask that the library consider auditing that workshop. I realize the teache~ is an
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independent contractor but that Medicare class is promoted on the events board at Mitchell Park and thus appears to have the library's endorsement.
The teacher may have had a bad day but
1. She arrived 20 minutes late. She did apologize.
2. She wasn't prepared. She left to make photocopies of material, leaving the two participants to twiddle our thumbs.
3. She is quite disorganized. For example, she'd
• refer to material "in the book." We couldn't fig1Jre out which book • jum·p back and forth between topics. I couldn't follow her
I can provide several other instances if you'd like.
4. Unprofessional
• Spoke to us as if we were second graders o The other participant said she probably didn't know how to speak to anyone who wasn't an
assembly line worker • Example: she'd have us look at a dollar figure, then would ask "what is that number?" • I never treated my junior high school students like that
• Insisted that her nomendature was the right term or that a a term did not exist any longer o lri one instance, she was simply wrong. I discovered this after I got home to look up the issue
• Constantly cited her professional achievements o At least twice, told us
• which big wig she's had lunch with (CFO, director of nurses at Valley Med) • how she has CEOs as clients • Referred to former Stanford Health Care CEO by first name, as if she knew him
• She might but what does that have to do with Medicare? o At least thrice, told us what certifications she had o At least thrice, told us that she went to school at Michigan State, Duke Law School
• She never said if she finished law school or if she ever practiced
I can cite several other examples if you'd like.
Moreover, she has no sense of personal space. When she was insisting that I tell her what this or that very obvious dollar figure was, she came so close to me that a part of her body was touching my hand, which was on the table. However, I realize that "personal space" issues are a matter of culture and individual comfort.
In my mind, she's an )II-prepared, disorganized, narcissistic workshop leader. In my min, she's Palo Alto's own Donald Trump! In my mind and at the very least, the library ought to sit in on her workshop to evaluate its endorsement of her, given the promotional notice on the events board at Mitchell.
· You support my long held theory that reference librarians are the best!
On Mon, Mar 14, 2016 at 3:25 PM, Delaney, Anita <[email protected]> wrote:
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Hello Christina,
Many electronic magazines have full text articles. Unfortunately, Gourment does not have full text electronic articles in the Library's electronic magazine database.
I just checked E-bay. Since you have the month and year that the Moose's Restaurant was reviewed, all 3 issues · of Gourmet are available for purchase via E-bay.
Hmmm. i just wanted the photo in the front of the article. Is anything involved, or is ti just a listing?
On Mon, Mar 14, 2016 at 11:35 AM, Delaney, Anita <[email protected]<mailto:Anita.Delaney@cityo:fpaloalto.org>> wrote: Hello Christina, I have good and bad news for you regarding finding an article on Moose's Restaurant.
First the good news: The Library's electronic magazine resource listed 3 articles on Moose's Restaurant that appeared in Gourmet magazine. The information is a bibliographic entry which gives you the month, year, etc. of the article.
Now the bad news: Unfortunately, the full text of the article was not available through the electronic magazine resource. I was not able to locate a hard copy of the magazine though WorldCat.
You may be aware that Gommet magazine is no longer printed. Much of the information from the magazine is
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now available through Epicurious.com. You may wish to send an inquiry to Epicurious.
Information regarding Moose's Restaurant and contact information for Epicurious was scanned and attached to this e-mail.
Should you have additional questions, please contact me.
From: Scan from pq-cp055p [[email protected]<mailto:[email protected]>] Sent: Monday, March 14, 2016 11:01 AM To: Delaney, Anita Subject: Send data from pq-cp055p 03/14/2016 11 :01
Scanned from pq-cp055p. Date: 03/14/2016 11:01 Pages:3 Resolution:200x200 DPI
do not relpy
Christina R Wodtke
Get my latest book, Radical Focus! http://amzn.to/I Qa90xS · Read essays and hire me http://eleganthack.com/<http://amzn.to/1Qa90xS>
Christina R W odtke
Get my latest book, Radical Focus! http:// anlzn. toll Qa90xS
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PS I'm sure you know this but just in case you don't your new catalog system is so slow that it's literally close to useless.
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Cheng, Evelyn
From: Sent: To: Subject:
Hi,
Snigdha Mahto <[email protected]> Monday, March 21, 2016 10:27 AM Library Director Thanks for organizing the ESL beyond the Basice
I am Snigdha one of the regular student of the ESL( Beyond the Basice) class in library (Mitchell Park Library).!
want to appreciate your efforts in organizing the class so well and I want to appreciate the faculty too . I really liked it and has signed up for the sessions in April as well. Once again, thanks for your efforts.
Snigdha Mahto
Thanks & Regards,
Snigdha Mahto +16509605024
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Dear Ms. Lee,
Library Director Monday, March 21, 2016 11:14 AM Tara N. Lee; Garcia, RuthAnn Jordan, Jenny; Library Director . RE: "Maggie" and you, Ruthann
Thank you again for letting us know about your recent interactions at the library. Again, I appreciate that you take the time to do so. We take every comment seriously and do investigate and, when appropriate, follow up with personnel corrections. Because personnel actions are confidential, I cannot do more than let you know that we will provide additional training and/or correction as appropriate.
However, quality customer service, a welcoming library environment for everyone, and reliable information access are important to me. I do not take your complaints lightly and want you to know that I work to make the library every day.
Please think of the environment before printing this email- Thank you
What I'm Reading Now: Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
-----Original Message-----From: Tara N. Lee [mailto:[email protected]] Sent: Sunday, March 20, 2016 8:26 PM To: Garcia, RuthAnn
Cc: leConge Ziesenhenne, Monique; Jordan, Jenny; Library Director Subject: "Maggie" and you, Ruthann
Ms. Garcia,
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This is at least a 3rd written complaint about your leadership and/or your staff dropping the ball. I enjoy other libraries in the city of Palo Alto but none had created the kinds and frequency of patron problems that your branch had.
Today "Maggie", your employee in the adult upstairs computer area decided to get stoned and glued her every being to her computer screen to avoid having to confront a renegade duo of loud, loquacious Chinese toddler and his arrogant, wild mother. Maggie is also Chinese, but her ethnicity should not matter as her job is a job she perform as a city library.
I was minding my own business and editing a composition on computer #8 and listening to soft music with my headset. The Chinese duo sat to my left on computer #7. The toddler was first talking and laughing with his mother very, very loudly. Even with my headset, I could hear this boy. When I looked around, l noticed other patrons were staring at them,
too. When I searched for a library employee to step up to the plate and take ownership of this noise problem, all I saw was Maggie staring into her computer like zombie {was she watching porn?). She would have to be deaf in both ears to not hear the commotion at computer #7.
After a few more minutes of loud disruption from this toddler and his mother and Maggie refusing to look in the direction of the problem, I turned to the duo and asked them to " please lower your volume" since they were in a shared library space. The mother gave me a dirty look and the toddler appeared confused. I told the boy that he was being very loud and it was hard for me to enjoy the library when he was this loud. He then said, "OK."
About 1 minute later the duo reverted back to their boisterous, disruptive nature. This time the toddler was screaming out the pronunciation of Chinese characters his mother showed on the website she was visiting. In the midst of the Mandarin, English comments and laughter from the boy, the mother also screamed her praises when he got the correct pronunciation right. Maggie speaks Mandarin; even after this second wave of the duo violating the library's noise policy, she continued to ignore the problem. Again other patrons were staring and frowning down at the boy and his delinquent mother but Maggie pretended to play deaf. For a second time, she was not doing her job and her choice to abandon a basic, easy, yet, critical professional duty was at the expense of all the patrons around computer #7 who had to put up with all the noise.
I did not want to go downstairs, wait in line and get another Mitchell Park Library employee to do Maggie's job for her. If she cannot or does not want to do her job, I think should be written up or fired. There's more to being a library desk attendant than to just keep the seat warm. It would not seem ethical or legal to keep an employee who feels surfing the web, pretending to not hear loud disturbances, ignoring disruptive activity and/or avoiding confrontations is the same as doing real work. My tax dollars should not be supporting this.
When Maggie abandoned her basic job, I turned to the toddler a~d his mother. This time, I directed my request to the irritated, hateful mother who seemed even angrier from my first exchange. Before I even finished my request, in Crystal
clear English, she said, "this is a PUBLIC library" and she and her son can do whatever they wanted in a public library. I said this was not true because there were a few rules all patrons have to follow. Contemptuous and disgusted with me, the mother added that I was the only person to ever "boss" her and her son around and that all this time, all the Mitchell Park Library employees have never said anything to her. She was so bitter in her speech and tone directed at me that, if she had a gun, I believe she would have killed me right then and there!
... And I believed her. Look at my past observations of how employees, you included, bend or break your own library rules and policies. Look at Maggie, for God sake! Of course this Chinese mother and other patrons would believe that
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there are no conduct rules and she had and will continue to do whatever she damn well please. It is Ruthann Garcia's fault as well as lazy and irresponsible hourly employees like Maggie.
Because of the incident this evening, I feel the need, as a patron to ask for things that should have been done already by any competent, respectable and accountable adult, especially in sue a sophistocated and intelligent community as Palo Alto. I would like to ask you to please train -- yes, train -- your employees to do what they are paid to do. I would like to ask you to make sure ALL your employees are informed about the patron conduct code AND be willing to enforce every single one of them while on-the-clock. I would also like to ask xou to consider setting a policy where employees cannot surf the web, watch porn, use their cell phones or mentally or physically leave their desks for long periods of time while being on-the-clock and while being paid by the city and hard-working tax payers. And when all this is done, l would like you to take a good look in the mirror to see who has the title, accountability and paycheck of a " library manager". Hourly employees only don't do their jobs when their bosses also lead by example and don't do her job as their supervisor and superior.
l do not know for how long and how severe you and a few of your staff members are allowed to go Loosey Goosey on the clock. And l will not travel to a much further branch than from where I live (suggested by David from the Downtown branch) to make my life even harder because you and this Mitchell Park Branch library will not behave honestly,professionally, competently, ethically or responsibly. You are all getting paid to do your jobs -- so do your jobs. To be clearer, if in the future hostile or mentally unbalanced patron emotionally and/or physically harm me as a result of you and this city library employees grossly failing to do your respective jobs and duties, I will hold you and city administrators 100% responsible. I cannot imagine being a library manager or a library employee to be so catastrophically difficult as you and a few of your hourly employees suggest through your actions.
Sincerely, Tara Lee
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Hi Ryan,
Lai, Diane Tuesday, March 22, 2016 8:36 AM [email protected] Library Director; Cheng, Evelyn RE: Question about additional LGBTQ resources
Thank you for your interest in our library's website.
I have to turn down your offer. Currently, our eBranch is revamping the way information is organized and accessed in our website. We are phasing out the lists of external websites that are included in our site but are not directly related to the library's print and digital collections. No new content is being added to those lists. At the end of the project, we will determine if we have adequate resources to continue the practice of maintaining and making lists of external websites available on our website; or, if there are other technical ~olutions we may use to provide similar services effectively. In either case, our website content is part of the City of Palo Alto website, so is governed by the City's Acceptable Use Policy (http://www.citvofpaloalto.org/help/legal/acceptable use policy.asp) and Social Media Policy ( https://www .cityof paloalto .org/ civicax/fi!ebank/ documents/21779).
Best,
Diane
Diane Lai Division Head, Information Technology & Collections Mitchell Park Library 3700 Middlefield Road I Palo Alto, CA 94303 D: (650} 329-2517 I E: [email protected]
Please think of the environment before prinl'ing t'his email - Thank you
From: [email protected] [mailto:[email protected]} Sent: Tuesday, March 15, 2016 4:06 PM To: Library Director Subject: Question about additional LGBTQ resources
Hi Monique, ·
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I was doing some re$earch the other day and I noticed you list a few excellent LGBTQ student resources on this page: http://paloalto-ca.gov/gov/depts/lib/teens/links.asp
We at Affordable Colleges Online have also taken on the responsibility of educating students, specifically the LGBTQ community, on the negative impacts of cyberbullying by creating an in depth guide on the matter. The guide includes resources available fo college students dealing with bullying, a spotlight on the different forms of cyber bullying, and a breakdown on the effects of bullying.
You can check out the entire guide here: http://www.affordablecollegesonline.org/college-resource-center/cyberbullyingawareness/
Will you help us support the LGBTQ community fight back against cyberbullying by including this to your already helpful resources? I hope to hear from you soon.
Best,
Ryan Kelly Director of Communications Affordable Colleges. Online
About us: Affordable Colleges Online provides community re~ources and tools related to higher education with an eye on affordability and accreditation. You can write to us at P.O. Box 77022, San Francisco, CA 94107 or visit our privacy policy. If you do not wish to receive affordable college education resources, please visit us here: http://www.affordablecollegesonline.org/unsubscribe/. This message is intended for audiences in the United States only; if this email has reached anyone outside of the United States, please let us know and we will remove you from our sending list.
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Hello, Gin,
Lai, Diane Tuesday, March 22, 2016 12:48 PM [email protected] Jordan, Jenny; Goodman, Jessica; Library Director RE: Navigating College for Homeless and Low-Income Students
Your email to our Library Director was forwarded to me. I want to first thank you for your interest in our library's website.
I reviewed the link you included in your email. The abundant of financial literacy information should be useful for many people. It is a nice service you are providing.
About adding the link on the library's website, I am afraid I have to say n~. Currently, our eBranch is revamping the way information is organized and accessed in our website. We are phasing out the lists of external websites that are included in our site but are not directly related to the library's print and digital collections. No new content is being added to those lists. At the end of the project, we will determine if we have adequate resources to continue the practice of maintaining and making lists of external websites available on our website; or, if there are other technical solutions we may use to provide similar services effectively. In either case, our website content is part of the City of Palo Alto website, so is governed by the City's Acceptable Use Policy (http://www.cityofpaloalto.org/help/legal/acceptable use policy.asp) and Social Media Policy (https://www.cityofpaloalto.org/civicax/filebank/documents/21779).
Best wishes.
·Diane
Diane Lai Division Head, Information Technology & Collections Mitchell Park Library 3700 Middlefield Roadl Palo Alto, CA 94303 D: (650) 329-2517 I E: [email protected]
Please think of the environment before printing this email - Thank you
From: [email protected] [mailto:[email protected]] Sent: Monday, March 14, 2016 4:08 PM To: Library Director Subject: Navigating College for Homeless and Low-Income Students
Hi Monique,
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Just wanted to touch base -
Did you have any feedback from the Homeless & Low-Income Student Resource Guide I sent over last week? I would love to hear what you found helpful & what you feel we can improve on.
Will you be able to include it among your online resource?
I appreciate it,
Gin
Hello Monique,
I wanted to shoot you a quick message to see if you could help me out. Figuring out how to pay for college is a challenge for any student, but for those coming from homeless or low-income situations, this may seem like a barrier that's nearly impossible to overcome. My team at MoneyGeek.com realize this herculean challenge--which is why we created our Homeless & Low-Income Student Resource Guide.
You can view it here: http://www.moneygeek.com/education/resources/homeless-and-low-income-student-resources/
Some highlights of this guide include resources to cover costs associated with going to school, including tuition, housing, meals, text books, medical care and more. Additionally, there are recommendations for how best to balance work & school.
Adding this guide for your library's online community will let them know you're looking out for them.
Will you link our guide on your resource web page for those students who are in need?
Thanks,
Gin Garton Communications Director MoneyGeek.com
About us: MoneyGeek.com combines decades of experience in financial literacy and data to provide comprehensive, easy-to-use tools to help users make smarter financial decisions. For more information, please refer to our privacy policy. This message is intended for U.S. audiences only. Please let us know if this email has reached you in error, and we will remove you from our sending list. MoneyGeek.com, P.O. Box 77042, San Francisco, CA 94107
To no longer receive updates about new financial education resources, please visit us here: http://www.moneygeek.com/unsubscribe/
2
Cheng, Evelyn
From: Sent: To: Cc: Subject:
Lai, Diane Tuesday, March 22, 2016 1:09 PM [email protected] Library Director; Garcia, RuthAnn; Goodman, Jessica; Cheng, Evelyn RE: Link suggestion for "Research - Start Here" page
Dear Mr. Song,
Your email to our Library Director was forwarded to me. I'd like to first thank you for your interest in our library's website. I appreciated the information you shared with us, particularly about what some other libraries are doing with your service. It is always helpful to learn from other libraries' experiences.
I have to turn down your offer. Currently, our eBranch is revamping the way information is organized and accessed in our website. We are phasing out the lists of external websites that are included in our site but are not directly related to the library's print and digital collections. No new content is being added to those lists. At the end of the project, we will determine if we have adequate resources to continue the practice of maintaining and making lists of external websites available on our website; or, if there are other technical solutions we may use to provide similar services effectively. In either case, our website content is part of the City of Palo Alto website, so is governed by the City's Acceptable Use Policy (http://www.cityofpaloalto.org/help/legal/acceptable use policy.asp) and Social Media Policy (https://www.cityofpaloalto.org/ civicax/filebank/ docu ments/21779 ).
Best wish to you and your company.
Diane
Diane Lai Division Head, Information Technology & Collections Mitchell Park Library 3700 Middlefield Road I Palo Alto, CA 94303 D: (650) 329-2517 I E: [email protected]
Please think of the environment before printing this email - Thank you
From: James Song [mailto:[email protected]] Sent: Tuesday, March 15, 2016 8:15 AM To: Library Director Subject: Link suggestion for "Research - Start Here" page
Dear Ms. Ziesenhenne,
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I am submitting a website for inclusion in the "Research - Start Here" page, http://www.cityofpaloalto.org/gov/depts/lib/econtent/research start here.asp . As a truly free and feature-rich online resume building tool, www.GotResumeBuilder.com is a valuable resource for all students and library users.
GotResumeBuilder.com offers users a quick and easy resume building experience. Users simply fill in the forms and format their resume in two to three clicks by choosing a template and selecting their formatting options. Upon completion, users can download a neatly formatted resume in a variety of styles and formats. In addition to the resume building tool, GotResumeBuilder.com also features a resume tutorial, resume samples, and ~ntext-sensitive resume writing tips.
While similar commercial resume builders charge users $9.95 to $59.95 per year, GotResumeBuilder.com does not. The site is completely FREE for all students and library users, making it a budget friendly rival and alternative to commercial resume building websites.
Many government, educational, and non-profit organizations already offer th.eir users a link to GotResumeBuilder.com, including:
• Houston Public Library, http://houstonlibrarv.org/got-resume-buildercom • Chicago Public Library, http://www.chipublib.org/finding-a-job/ • City of Seattle, http://www.seattle.gov/living-in-seattle/human-services/employment • Ohio University, https://www.ohio.edu/chillicothe/studentservices/careerservices.cfm
As I feel certain· th~t GotResumeBuilder.com will be qf great benefit to the users of your website as well, it is my desire to see your website added to this list. Thank you for your time and consideration.
Sincerely, James Song
Vannet Technology Tel: 604.783.0377
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Cheng, Evelyn
From: Library Director Sent: To:
Wednesday, March 23, 2016 11:44 AM Lea Shaver; Library Director
Subject: . RE: Collaborating on a grant opportunity?
Thank you! We enjoyed meeting with you and thank you for reaching out to us.
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Lea Shaver [mailto:[email protected]] Sent: Tuesday, March 22, 2016 9:49 PM To: Library Director Cc: Lai, Diane; Jordan, Jenny; Garcia, RuthAnn; Cheng, Evelyn Subject: Re: Collaborating on a grant opportunity?
Thanks so much for making time to meet with me today, and for educating me about your membership and programs. It's a great team of people and I hope we'll have the opportunity to work together!
Best, Lea
Lea Bishop Shaver Associate Professor Indiana University Robert H. McKinney School of Law 203-535-2560 (mobile)
On Mon, Mar 21, 2016 at 11 :08 AM, Library Director <[email protected]> wrote:
Thank you, Lea.
If possible, can you meet with us on Tuesday, the 22"d, at 2:00 or 2:30 pm?
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
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7111' LIBRA~Y
What I'm Reading Now:
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From: Lea Shaver [mailto:[email protected]] Sent: Friday, March 18, 2016 11:57 AM To: Library Director Cc: Lai, Diane; Jordan, Jenny; Garcia, RuthAnn Subject: Re: Collaborating on a grant opportunity?
Dear Monique,
That's greafnews! I am actually coming out to the Bay Area over spring break ... why don't we plan for me to come by in person, and I can meet your team and we can talk through some logistics. I think 45 minutes to an hour would be about the right amount oftime. I'll be in town the 21-30th. My schedule is still coming together, but are there certain days of the week that do or do not work for your team?
In the meantime, I'll list you as a partner, and look forward to continuing the conversation soon!
Best,
Lea
Lea Bishop Shaver Associate Professor Indiana University Robert H. McKinney School of Law 203-535-2560 (mobile) 317-278-4475 (office)
On Wed, Mar 16, 2016 at 7:56 PM, Library Director <[email protected]> wrote:
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Dear Lea,
Thank you for contacting me. When we originally saw the Knight Foundation opportunity, we were not sure that we have the capacity to even write an application, so your partnership idea is appealing. Your idea as posted is, likewise, interesting to us as it does address topics included in the Library's strategic plan.
I'll be happy to talk with you - I know that the deadline is soon! Please give me some days/times you're available. I am able to talk tomorrow (Thursday) if that's convenient for you.
Thanks again,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - . Thank you .
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
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From: Lea Shaver [mailto:[email protected]] Sent: Tuesday, March 15, 2016 2:03 PM To: Library Director Subject: Collaborating on a grant opportunity?
Dear Monique,
I'm moving to the Peninsula in June, where I will be a visiting scholar at Stanford Law School while researching and writing a book about book hunger.
I am searching for a peninsula library to partner with on a grant opportunity, for a project that seems like a great fit with the mission of the Palo Alto library:
There are two great thing about the Knight Foundation's funding process.
First, there is a low: up-front time commitment. You.don't put together a budget or other serious planning documents unless they like your initial idea. ·
Second, the process leaves room for the project concept to evolve as the team comes together. I'd love to get on the phone and talk through how the initial concept might be adapted to best meet the needs of the PA library and its community!
Best,
Lea
Lea Bishop Shaver Associate Professor Indiana University Robert H. McKinney School of Law 203-535-2560 (mobile) · 317-278-4475 (office)
Subject: FW: Santa Clara County Law Library plus an article
Passing along a comment from local and best selling author Keith Raffel. Anita
From: Keith Raffel [[email protected]] Sent: Friday, March 25, 2016 10:37 AM To: Delaney, Anita Subject: Re: Santa Clara County Law Library plus an article
Thank you so much, Anita. Those two articles will definitely be helpfu l. Good finds!
Hello Keith, Using the Library's databases, I was not able to locate information on: Is there a similar California law to the Federal All Writs Act of 1789.
I did locate information on the Santa Clara County Law Library (location information scanned and attached to this e-mail). You may wish to contact them as they probably have different databases and resources that they can use. Hopefully, the Law Library can give you a definitive answer.
I found 2 interesting articles from the Library's Academic OneFile (which I sent to you). I also found an interesting article on the internet (which is scanned and attached to this e-mail).
Should you have additional questions, please contact me.
Happy reading, Anita Delaney
From: Scan from pq-cp055p [[email protected]] Sent: Thursday, March 24, 2016 5:31 PM To: Delaney, Anita
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Subject: Send data from pq-cp055p 03/24/2016 17:31
Scanned from pq-cp055p. Date: 03/24/2016 17:31 Pages:4 Resolution:200x200 DPI
do not relpy
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I
Cheng, Evelyn
From: Sent: To: Cc: Subject:
Lai, Diane Wednesday, March 30, 2016 2:51 PM [email protected] Library Director; Cheng, Evelyn; Goodman, Jessica; Bishop, Sheila RE: suggestion of past due books notification
Dear Ling Huang,
Thank you for your email to the Library Director and the suggestions you made. We appreciate hearing from our customers, especially from frequent users like yourself. We'U investigate what our new system is capable of and take your suggestions under consideration.
Meanwhile, I encourage you to continue taking notice of the courtesy notice you mentioned. Over the past ten years, courtesy notices have served our customers well, reminding them of pending due dates for checkout items. And, personally, I find the checkout receipts are helpful reminders.
Hope you will stay enjoying our services.
Best,
Diane
Diane Lai Division Head, Information Technology & Collections Mitchell Park Library 3700 Middlefield Road I Palo Alto, CA 94303 D: (650) 329-2517 I E: [email protected]
Please think of the environment before printing this email - Thank you
From: Ling Huang [mailto:[email protected]] Sent: Tuesday, March 29, 2016 7:15 PM To: Library Director Subject: suggestion of past due books notification
Dear Director:
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My family have benefitted enormously from PA library. However, it is hard to keep track of books due because we check in and check out all the time. Many times I missed the notice of books due in two days. I strongly suggest our library system send out a second notice of book past due after the due date is missed, or right on the book due day. Once a book is overdue (usually due to email miss~read), we never get any notice until we login in again, which can be many days after the due date. If the system really want to work to help patrons, please let it send out at least one more past-due notice when it is past due. If we get one or two more notices, it is not a big deal to pay the light fine. Please help lift the burde~ of checking due time out of the readers. Otherwise it is becoming not fun going to library and get lots books home.
We're sorry to hear that you experienced difficulty opting in .to Reading History. We tried to replicate the problem but
could not. It may have be~n a temporary server issue. Would you try again?
If you continue to experience this error, we will need a bit more information to figure out what is happening. What type of computer are you using- Mac or PC? What browser were you using {Firefox, Internet Explorer, Safari or Chrome)? Is it a personal or work computer {there may be Firewall issues if you are !.!Sing a work computer)?
We are pleased that you found the previous library service platform met your needs. The Library has also had a positive experience using it to serve our customers. Over the years, however, the previous system gradually became inadequate for the Library to deliver services in ways expected by many customers, including members of Library Advisory Commission. The new system offers a single integrated experience for access not only to our traditional materials, but also the online research databases, LINK+ interlibrary lending, and eBook collections.
Some users of the new system find that they prefer the "Classic Catalog" experience as it is more similar to the previous system. There are links to the Classic Catalog at both the top and bottom of the new catalog, or you might prefer to bookmark the Classic Catalog in your web browser at http://cpalo.iii.com/search
You may also wish to look over the FAQs about the new system and the information about the new system's features, both on the library website: FAQs http://www.cityofpaloalto.org/news/d isplaynews.asp ?News I 0=34 75& TargetlD=140 New System http:Uwww.cityofpaloalto.org/news/displaynews.asp?NewslD=3340&TargetlD=140
Please let.us know if you have more questions, concerns or suggestion ., We appreciate your taking time to give us
feedback on the new online catalog Encore.
Sincerely, Sheila
Sheila Bishop Senior Librarian, Digital Initiatives Information Technology & Collections Palo Alto City Library
650.838.2977 www.cityofpaloalto.org/library
From: Andrea Smith [mailto:[email protected]] Sent: Tuesday, March 29, 2016 8:51 PM
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To: Library Director Subject : Optln
I tried to Optln and this is what I got. The Library website is not easy to navigate, and it is really frustrating. What genius decided on this change? Andrea Smith
Proxy Error The proxy server received an invalid response from an upstream server. The proxy server could not handle the request GET /patroninfo~SJ *eng/1000002/readinghistorvlOptln.
Reason: Error reading from remote server
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Cheng, Evelyn
From: Sent: To: Cc: Subject: Attachments:
Good Morning Steve,
Bishop, Sheila Tuesday, April 05, 2016 11:30 AM Rock, Steve Library Director; Goodman, Jessica RE: Streamline web page getting to account details 1.PNG; getting to account details 2.PNG
Thank you for contacting us about the new catalog system Encore, and thank you for your feedback on the Library webpage menus. The City of Palo Alto soon will be updating its website platform, and Library Digital Services staff will be
using that opportunity to_ rework the webpages.
We would be happy to help you set up your password manager in your browser so you do not need to type all 14 digits of the library card. What _browser do you use (Firefox, Safari, Internet Explorer, Chrome)? The screenshot you attached does show the first seven digits of all Palo Alto City Library cards, but that is a prompt to help customers who may only remember the unique part of their library card number.
We're sorry to hear that you had difficulty finding your Account Details page, which is where you can renew items. I have attached two screenshots that show you how to get to the Accounts Details page. Please let me know if you would like instructions and screenshots on how to renew items. While there are additional steps when customers first login to get to their account details, Encore now means less steps when customers do searches and place holds. We understand
that learning how to navigate and use a new system can be frustrating.
We have scheduled two classes about the new catalog. Both will be held in the Ventura Tech Room at Mitchell Park Library, 3700 Middlefield Road. One will be in the morning on Tuesday, April 19, 10:00 a.m. to 11:00 a.m. and the next
will be in the evening on Wednesday, April 20, 7:00 p.m. to 8:00 p.m.
You also may wish to look over the FAQs about the new system and the information about the new system's features,
both on the library website: FAQs http://www.cityofpaloalto.org/news/ display news.asp? News I D=34 75& TargetlD=140 New System http:ljwww.cityofpaloalto.org/news/displaynews.asp?NewslD=3340&TargetlD=140
Please let us know if have any questions or concerns.
Thank you, Sheila
Sheila Bishop
Senior Librarian, Digital Initiatives Information Technology & Collections Palo Alto City Library 650.838.2977 www.cityofpaloalto.org/library
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From: Steve Rock [mailto:rock [email protected]] Sent: Wednesday, March 30, 2016 9:19 PM To: .Library Director Subject: Streamline web page
Dear Folks, Your 'new' system is in some ways more difficult to use than the old.
1. signin. In the past, only the last 7 or 8 digits of the library card were needed. Now all 14 must be typed in. Yet you can ~ee from attachment 1, that the program already knows the first 7 digits and displays them. Hence there seems no need for users to copy them into the field.
2.When I lo~in, I am directed to http://cpalomt.iii.com/1ii/encore/:jsessionid=6FF9EF484A444CFE98DF6A20D3F1FA8C?lang=eng&login Reason=doDefault · which is the search page. · If I want to go to the "renew" page, I must somehow know to click on ROCK, STEPHEN at the bottom under the column head 'search Tools'. This is not an obvious (at least for me) chain to follow.
3. If you start on the home library · · page http://www.cityofpaloalto.org/gov/depts/lib/default . asp To signin, under "Explore", I click on "My Account" for a drop down menu, whos top entry is "My Account" which must be clicked to get the signin page. This is not intuitive for me. Especially since many systems have drop down menus have as the top line the name of the drop down menu which is just information ·to help you keep track of where you and is not a real link.
I suggest a separate entry for signin under 'Explore' since that is what most people will want to do. There is plenty of room.
Monique le Conge Ziesenhenne I Library Director 270 Fon~st Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please Chink of the environment before printing this email - Thank you
What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: De Geus, Robert Sent: Thursday, April 07, 2016 4:31 PM To: De Geus, Robert Subject: 2016 May Fete Parade Invitation!
Good afternoon VIPs,
It is my honor to invite you to participate in the 94th 2016 May Fete Parade on Saturday, May ih! This year's parade focuses on our Healthy City Healthy Community priority with the theme "Happy Healthy Habits".
The parade begins at lOAM, but as a VIP participant please check-in no later than 9:30AM at the corner of University and Emerson. As a VIP you will have a premium position in the parade and you will also receive a complimentary event t-shirt and some additional goodies.
Thank you in advance for your -participation in this cherished Palo Alto tradition. Please let Superintendent of Recreation Stephanie Douglas ([email protected]) know at your earliest convenience if you plan to participate.
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Thank you!
Rob
Rob de Geus I Director Community Services Department 1305 Middlefield Road I Palo Alto, CA 94301 D: 650.463.4951 I F: 650.321.5612 I E: [email protected]
"Engaging Individuals and Families to Create a Strong and Healthy Community"
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Hello,
library Director Wednesday, April 13, 2016 5:49 PM Megan Thomas; library, Pa; Library Director Jordan, Jenny; Cheng, Evelyn RE: Art Therapy Research at Palo Alto Libraries
Thank you for your request. We do not make space or library users available in the library for research purposes. We do wish you the best in your endeavors.
Sincerely,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
What I'm Reading Now:
From: Megan Thomas [mailto:[email protected]] Sent: Monday, April 11, 2016 4:01 PM To: Library, Pa; Library Director Subject: Art Therapy Research at Palo Alto Libraries ,
Greetings,
My name is Megan Thomas. I am a Master's student of Art Therapy at Notre Dame de Namur University in Belmont and I am currently conducting my thesis on art making with children aged three to seventeen. I am seeking to recruit volunteers, and feel this library would be a perfect fit.
I am seeking permission to utilize one room or public area of the library for one to three days, depending on availability this summer. If granted permission, I will submit the formal room request documents. My research is assessing differences in art made with a tablet compared to traditional art on paper. The format.is on a volunteer-basis, with walk-ins by children and their caregivers encouraged by advertising {posted flyers and chalkboard which I will provide). Each volunteer will take about one hour to create two images, all of which will remain confidential, anonymous, and guarded.
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I would be happy to meet to further discuss the project or the libraries participation. Thank you for taking the time to read this and consider a partnership with a local art therapy student.
Warmest Regards, Megan Thomas (650)387-3272
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Cheng, Evelyn
From: Library Director Sent: To: Subjed:
Wednesday, April 13, 2016 6:04 PM Gokhale Method; library Director RE: Event Space Rental
Sorry - if you click on the link, in the upper right hand corner, you'll find a pdf form to comP,lete to initiate your request with Community ServiCes. On the form is a contact phone number. Also, that link goes to a live web page - use the links on the left, including "Community Services Home" to find e-mail and phone information.
Good luck,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
"tilf :~-~~~ What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Gokhale Method [mailto:[email protected]] Sent: Friday, April 08, 2016 7:34 AM To: Library Director Subject: Re: Event Space Rental
Hello,
Thank you for the response back! I did not see an email address for the Community Services Department on the link you sent. Is there a direct email for this department?
Best, Ryan The Gokhale Method Team Gokhale Method Institute
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650-324-3244 GokhaleMethod.com
On Wed, Apr 6, 2016 at 2:49 PM, Library Director <[email protected]> wrote:
Hello,
Yes, we do some rentals of the community meeting rooms at our libraries. I've copied staff who will be able to get in touch with you to find out more information.
However, I would also like to suggest you take a look at the Community Services Department's Facilities Rentals (http:Uwww.cityofpaloalto.org/gov/depts/csd/facilities/default.asp). They may have rooms that b.etter meet your needs for space and for timing.
Good luck!
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email- Than/< you
What I'm Reading Now:
. Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
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From: Gokhale Method [mailto: [email protected]] Sent: Wednesday, April 06, 2016 10:1.3 AM Subject: Event Space Rental
Hello,
My name is· Ryan Paulus and I work for the Gokhale Method. We are a wellness method based around daily movement habits and posture. We have teachers all over the world and are looking to rent a space for the weekend for our group of 25-30 teachers to get together to practice their hands-on techniques to better serve their student base.
We are looking to rent space for the dates of Saturday, September 17th from 9am to 6pm with an hour of set up time beforehand (Sam) and Sunday, September 18th from 9am to 3pm with an hour of packing/cleaning up afterward (4pm). I would also like to ask if we would ~e able to leave supplies in the event space overnight.
If this is an option, what·is the cost of renting your space? I look forward to hearing from you.
Best, ·
Ryan
The Gokhale Method Team
Gokhale Method Institute
650-324-3244
GokhaleMethod.com
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Cheng, Evelyn
From: Sent: To: Cc:
Subject.:
Library Director Wednesday, April 13, 2016 6:27 PM Tara N. Lee; Library Director Jordan, Jenny; Richardson, Harriet; City Mgr; Garcia, RuthAnn; Dabiri Alaee, Valeh; Augustine, Marleah RE: insubordination or simply poor leadership at Libraries?
Dear Ms. Lee,
Thank you for your comments. As always, I appreciate it when library customers let me know about their experiences, particularly when it can lead to improvements. I have discussed the situations you describe with all of the library managers and we will use them to specifically work with staff and provide on-going training. We do take your concerns seriously.
It is important that, when possible, you speak with the managers or supervisors directly at the time you have a concern about noise, staff, or another patron. It allows us to address the person or situation immediately. I do not believe that the library staff or the managers are, as you describe, "lazy11 or "complacent" and I know that you have frequently been ably assisted at all of the library branches by responsive staff. If you encounter something unsatisfactory, please ask to talk with a supervisor immediately.
The policies of the library c;ire available on line (http://cityconnect/gov/depts/lib/about/policies.asp) and while we do allow children in the library, those under 8 must be accompanied by a parent or caregiver at all t imes. Certain areas are designated for use by teens and children. Limiting adult use to other areas of the library is intended to protect youth and . to allow them to use the library. This supports the City Council's priority to serve the health and well-being of young people in our community and provides appropriate materials and services to all of our users.
As in the past, many of your comments are those that could translate into personnel issues. This is not something that I can report back to you, other than to tell you I do take your comments seriously. I hope that this answers your concerns.
Sincerely,
8 . ~ t • • • ... cirv. op: PiA·f.,Q, ALTO:
Moniqu(~ le Conge Zi('~senhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 j' E: [email protected]
!'lease think of the environment before printing this email - Thank you
What I'm Reading Now:
· · .ights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
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From: Tara N. Lee [mailto:[email protected]] Sent: Saturday, April 09, 2016 5:45 PM To: Library Director Cc: Jordan, Jenny; Richardson, Harriet; City Mgr Subject: Re: insubordination or simply poor feadership at Libraries?
Dear Mrs. Le Conge Ziesenherme,
Thank you for taking the time to get back to me. "Val" from the Mitchell Park Library said that she, too, took the noise policy/disruption policy seriously. She said ifl only need to ask a library staff to enforce written library policies. And, if one is not available or not at their station, then I will have to wait in long lines to get assistance. As library employees lack the ability to reasonably see, hear and listen to gauge the degree of noise or disruption on their own to act on their own to enforce library policies. This is just an excuse, I believe, that she makes to not hold herself and the library staff responsible for a very critical, necessary and practical pait of their job. And this is especially the case when I also hear other patrons complain to me (on their own and without me even bringing up the topic) about how very unruly, noisy and chaotic the Mitchell Park Library gets even with a full staff working.
• It seems besides keeping their chairs warm and the counter occupied, the Mitchell Park Library staff members do not believe that enforcing library policies is not a part of their job. Unless a patron like me, take the problem to the next level and complains about it. Why should any patron have to ask a library employee to do their job; and when this fails, why does a patron must also complain to you for them to do their job?
• Are they trained or has the leadership allowed their own staff to be just as complacent and lazy as their superiors?
• As a patron, should I also push library employees in a wheelchair to transport them to the site of a problem, give them a voice-box to talk and provide a script to say to another adult who was disruptive?
Lack of subordination at Riconada Library and more
A few hours ago, at the Rinconada branch library, I tried to do what "Val" said. There was a Latino man seated at computer #12 (by the black and white printer, slouching) who had his headset on. For about an hour, he would blurt out screaming at his computer screen or laughing out loud very spontaneously. It was sporadic but it kept going on and on. Again, it was LOUD and on-going. I was working on drafting a document on MS Word on computer #16 (all the way at the other end of the computer island); I ignored it for about 45 minutes until I made the conclusion that this guy will not stop ifhe is not asked to. But having my head bit off before my patrons who think this is a public library so they can do whatever they want - especially with no library employee ever asking them to follow the library rules - I decided to go up, go wait in line at the "ANSWERS" desk and ask the library employee to go ask the guy to tone done his sporadic and on-going outbursts. His name was "Brian". I told Brian that this had been going on for almost an hour now and I was not comfortable asking another patron to observe the library rule. Brian looked confused. He said he would "keep an eye on it". I said I was not asking him to keep an eye on anything; I was asking him as a library employee to just politely ask the guy to lower the volume of his sporadic speech and laughter at computer#l2 by the printers. I told Brian he is a young Latino guy with wavy hear and he is slouching in his chair; he is the ONLY patron that fits that description and sitting in front of a computer (only halfthe computers were being used by patrons). Brian again said he would "look into it". Again, I said, as a patron, I was asking him to TALK to the guy because he might
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not know since he had headphones on. Brian looked lost again. I was not sure in whatever else kind of simple English I needed to phrase this simple request.
• At some point, about 3 minutes later when he was done helping the rest of the Ilne at the ANSWERS desk, Brian did come over. And I watched from my computer. All he did was stand behind computer #12 and then just walked past it. Brian did nothing. Unbelievable.
• When I asked Brian why he did not just politely ask the guy to just lower the volume of his spontaneous outbursts, he lied to me by saying, "I did not know where he was sitting". I gave him descriptions, I pointed to .the man and I saw him staring at the problematic guy before he walked away, so how could he "not know"?
• This excuses to avoid responsibility is the same pattern of reaction I also got at Mitchell Park Library. And I was not asking library employees to move the moon and stars; I was asking them to do enforce rudimentary library policies.
So, having been through this before so many times at the Mitchell Park Library, I decided to see how mariy library personnel members I needed to talk to to get this request to be carried out. So, with Brian standing by, I then asked a freshly shaven ("bald") library employee at the ANSWERS desk to do the same. Gave the same simple description of the problem, how long it had been happening, the fact that it was sporadic and spontaneous and where this guy is sitting. The bald employee said that I should learn to "get along", that "everyone has a right to enjoy their library experience" and that I should "try to move to another computer". He patronized me further by telling me that I should "learn" to try to "share the library" and allow other patrons to also "enjoy the library". So, from the get-go, this library employee had completely dismissed me and ignored my request. I told him I had no idea why he was lecturing me when I was asking him -- very clearly, simply and in a civil manner -- as a library employee to approach the guy to lower the volume of noise he was making for going on an hour at computer #12.
• I told him that I can read the rules, have used the library before and I am also an employee of an organization like him. Instead of patronizing me with his disrespectful and dismissive lecture, I told him I would appreciate him to take ownership of this simple, reasonable request which is also part of his job as a library employee. I told him the library rules has no weight if library employees are too lazy to enforce them. The bald library employee gave me a dirty look and proceeded to repeat, like an
·answering machine that I needed to "learn to get along", "learn to give other people the right to enjoy the library" and "learn to SHARE".
• As he said this, he made ~ye contact with Brian. So, having not even attempted to do his job to enforce library policies, the bald employee and Brian refused to lift a finger.
• Again, City of Palo Alto resort to lame (and belittling) excuses to avoid responsibility is the same pattern of reaction I also got at Mitchell Park Library. And I was not asking library employees to move the moon and stars; I was asking them to do enforce rudimentary library policies.
• Over time, I feel that not only was I talking to rocks when I occasionally ask library to act in their professional and work-related capacity, I also feel that my communications with you, the Library Director, is also like talking to a rock with a higher position and a higher salary.
Tell me, Monique le Conge Ziesenhenne, I must not know something. As you are, my understanding is that library employees are paid to do their job which involves a series of task.they must execute. I get written up or fired if I do not do my job, but, it seems, library employees can make excuses, tum a blind eye and even blame a patron to avoid doing their work. And, to my knowledge, they receive absolutely no counseling or disciplinarian actions ... because the managers and you, r guess, do not hold them accountable. Is it THAT difficult being a library employee?
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• Do employees working for the Palo Alto library system get training at all or do you hire people off the street and give them a nametag and let them run loose in the library?
• And is there a special way for me to approach your staff to get them to get up, walk over to a person and politely ask that person to lower the volume of whatever noise they are making?
• Because, it seems me going up to them, giving them the facts and nicely asking them is clearly, repeatedly not working since 2015. Again, I was only occasionally asking them to do their job and give the library policies weight and meaning.
Much, much Graver Legal Dishonor and Implicatfons
Today, a legal issue came up that was told to me by another patron. I recognized him from a past visit at the library. He was complaining about how loud and unruly the Mitchell Park Library was for him. He said it made him nervous and prevented him from being able to enjoy visiting the library. He also said that several employees at the Mitchell Park Library said that they do prefer to give special treatment to minors. For
· example, children have their own space (3/4 of the entire first floor) and their o.wn computers that only allow minors to log on. But he said that during the few times he visited, there were children everywhere on both floors taking up all the adult computers, too, and the entire back room of computers. He said he did not know where the parents were and it was distracting to have toddlers and elementary school-age children running all over the library. I told him that I also run into this problem but that the library does require all children to have a parent, nanny and guardian with their children. Or I assumed that was the case.
• But this other patron said that was NOT the case. According to him, two Mitchell Park library employees said that they allow children to be in the library without any legal adult with them for as long as the library was open! So the city was assuming full. legal responsibility for all of these children they allow to be in the library, unsupervised and without a legal adult or guardian to watch them. The Mitchell Park Library eµiployees was proud of it; they announced it. So, naturally, parents, nannies and babysitters would dump all their children to the library and treat the library like a dumping ground for chil9care.
• He said this was partly why there were so many kids in the library and why the library was very unruly, loud and distracting. He said he liked to read by the magazine racks but it was hard for him to read
-l when there was so many kids running amuck at the Mitchell Park Library. He also said that there was also a legal problem that the City of Palo Alto library was accepting by allowing minors to be in the library without a legal adult with them. For example, ifthe parents dump the kids at the library because they do not want to hire a babysitter and the kids get hurt at the library, that same parent can then sue the library for misconduct or neglect.
• He said the City of Palo Alto was waiting and inviting for a lawsuit to happen. So by allowing this, the City of Palo Alto was not honoring their own patron use policies and begging for a lawsuit to be filed against them.
Before he checked out his book, this man ~so said that he felt the Mitchell Park Library was ageist because it seems all their written policies and indiscretions were done to benefit children and minors when, in reality, old and middle aged adults use the library, too. He said this was technically disrespecting legal rights of the community, especially in a city as rich and politically-forward as Palo Alto.
• Ageism is not only socially irresponsible, but it's illegal. He said it seems to be the case that the older you get, the more people, programs and policies forget that you matter. But I said that should not be the case because the library was supposed to be a place for .everyone and every adult who pay taxes is supporting the city library.
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Anyhow;! had already brought up similar complaints about the cun-ent state of things at the Mitchell Park Library since the summer of2015. Actually I brought up many issues that, if examined and resolved, can only help the library be more legally compliant, socially responsible and have the conditions of a real library. It was sent to your official Library Director email address so you know about them. If the City of Palo Alto is ageist and want to be sued, then I can say at least I brought the concerns to your door since many, many moons ago. The current behaviors and set-up of the library does suggest that there is plenty of evidence in plain view at the library. And, yes, if it does happen, then the wronged patron can honestly and validly say that the city library acted in a willful, incompetent and negligent manner. And since you are the Library Director, then this is the same as saying that you behaved in a willful, incompetent and negligent manner.
• I guess, for some complacent organizations, a massive, embarrassing lawsuit is what it takes for the organization to really listen. That would be sad ... especially when the city has its own lawyer already (Jenny Jordan).
• If you value law and order and equal access, you might want to re-examine your libraries' policy about assuming all legal responsibility of minors by not requiring minors have a legal guardian with them at all times while inside the city's libraries. Yes, this include the all the kids in the "video game room" that you converted the upstairs back computer room into to teach those young kids about how to kill their video game characters for points, how to cuss each other out when they scream at each other in this game room.
• And if they are disruptive, unruly and out ·of control, the library manager gives them their own room and takes space and resources away from other patrons who have just as much right but is not out-of-control as the kids.
• The City of Palo Alto is also sending out a message that playing violent, desensitizing and aggressive video games after school for up to 3 full hours on adult computers is something the City of Palo Alto encourages, supports and provides the facility for. Because, after all, the City of Palo Alto wants to protect the welfare of young people and young minds by promoting violence, a sedentary lifestyle and the avoidance of all things related to school work and intellectual activities.
James Keene, City Manager, state on the official city of Palo Alto website that "City Hall, as we go about our daily work in our great City, we strive to mirror such innovation and to build a culture of excellence and service that enriches the lives of people in our community and builds strong social bonds." I wonder if the way the library is being managed and operated is consistent with the spirit of his statement. Please speak to the . managers at the Rinconada and Mitchell Park Library branches. I think its important for· supervisors and managers to do what they are paid to db. Because if they do not, then subordinates also don't do what they are paid to do. In my world, this is wrong and a form of theft at the expense of the city and state. Thank you for your time
Sincerely, TaraLee
On Mon, Mar 21, 2016 at 11: 13 AM, Library Director <[email protected]> wrote: Dear Ms. Lee,
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Thank you again for letting us know about your recent interactions at the library. Again, I appreciate that you take the time to do so. We take every comment seriously and do investigate and, when appropriate, follow up with personnel corrections. Because personnel actions are confidential, I cannot do more than let you know that we will provide additional training and/or correction as appropriate.
However, quality customer service, a welcoming library environment for everyone, and reliable information access are important to· me. I do not take your complaints lightly and want you to know that I work to make the library every day.
Please think of the environment before printing this email - Thank you
What I'm Reading Now: Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftennath by Ted Koppel
-----Original Message-----From: Tara N. Lee [mailto:[email protected]] Sent: Sunday, March 20, 2016 8:26 PM To: Garcia, RuthAnn Cc: leConge Ziesenhenne, Monique; Jordan, Jenny; Library Director Subject: "Maggie" and you, Ruthann
Ms. Garcia,
This is at least a 3rd written complaint about your leadership and/or your staff dropping the ball. I enjoy other libraries in the city of Palo Alto but none had created the kinds and frequency of patron problems that your branch had.
·Today "Maggie", your employee in the adult upstairs computer area decided to get stoned and glued her every being to her computer screen to avoid having to confront a renegade duo of loud, loquacious Chinese toddler and his arrogant, wild mother. Maggie is also Chinese, but her ethnicity should not matter as her job is a job she perform as a city library. ·
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I was minding my own business and editing a composition on computer #8 and listening to soft music with my headset. The Chinese duo sat to my left on computer #7. The toddler was first talking and laughing with his mother very, very loudly. Even with my headset, I could hear this boy. When I looked around, I noticed other patrons were staring at them, too: When I searched for a library employee to step up to the plate and take ownership ofthis noise problem, all I saw was Maggie staring into her computer like zombie (was she watching porn?). She would have to be deaf in both ears to not hear the commotion at computer #7.
After a few more minutes of loud disruption from this toddler and his mother and Maggie refusing to look in the direction of the problem, I turned to the duo and asked them to 11 please lower your volume" since they were in a shared library space. The mother gave me a dirty look and the toddler appeared confused. I told the boy that he was being very loud and it was hard for me to enjoy the library when he was this loud. He then said, "OK."
About 1 minute later the duo reverted back to their boisterous, disruptive nature. This time the toddler was screaming out the pronunciation of Chinese characters his mother showed on the website she was visiting. In the midst of the Mandarin, English comments and laughter from the boy, the mother also screamed her praises when he got the correct pronunciation right. Maggie speaks Mandarin; even after this second wave of the duo violating the library's noise policy, she continued to ignore the problem. Again other patrons were staring and frowning down at the boy and his delinquent mother but Maggie pretended to play deaf. For a second time, she was not doing her job and her choice to abandon a basic, easy, yet, critical professional duty was at the expense of all the patrons around computer #7 who had to put up with all the noise.
I did not want to go downstairs, wait in line and get another Mitchell Park Library employee to do Maggie's job for her. If she cannot or does not want to do her job, I think should be wlitten up or fired. There's more to being a library desk attendant than to just keep the seat warm. It would not seem ethical or legal to keep an employee who feels surfing the web, pretending to not hear loud disturbances, ignoring disruptive activity and/or avoiding confrontations is the same as doing real work. My tax dollars should not be supporting this.
When Maggie abandoned her basic job, I turned to the toddler and his mother. This time, I directed my request to the irritated, hateful mother who seemed even angrier from my first exchange. Before I even finished my request, in Crystal clear English, she said, "this is a PUBLIC library" and she and her son can do whatever they wanted ·in a public library. I said this was not true because there were a few rules all patrons have to follow. Contemptuous and disgusted with me, the mother added that I was the only person to ever "boss" her and her son around and that all this time, all the Mitchell Park Library employees have never said anything to her. She was so bitter in her speech and tone directed at me that, if she had a gun, I believe she would have killed me right then and there!
... And I believed her. Look at my past observations of how employees, you included, 'bend or break your own library rules and policies. Look at Maggie, for God sake! Of course this Chinese mother and other patrons would believe that there are no conduct rules and she had and will continue to do whatever she damn well please. It is Ruthann Garcia's fault as well as lazy and irresponsible hourly employees like Maggie.
Because of the incident this evening, I feel the need, as a patron to ask for things that should have been done already by any competent, respectable and accountable adult, especially in sue a sophistocated and intelligent community as Palo Alto. I would like to ask you to please train -- yes, train -- your employees to do what they
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are paid to do. I would like to ask you to make sure ALL your employees are informed about the patron conduct code AND be willing to enforce every single one of them while on-the-clock. I would also like to ask you to consider setting a policy where employees cannot surf the web, watch porn, use their cell phones or mentaJly or physically leave their desks for long periods of time while being on-the-clock and while being paid by the city and hard-working tax payers. And when all this is done, I would like you to take a good look in the mirror to see who has the title, accountability and paycheck of a "library manager". Hourly employees only don't do their jobs when their bosses also lead by example and don't do.her job as thefr supervisor and superior.
I do not 'know for how long and how severe you and a few of your staff members are allowed to go Loosey Goosey on the clock. And I will not travel to a much further branch than from where I live (suggested by David from the Downtown branch) to make my life even harder because you and this Mitchell Park Branch library will not behave honestly,professionally, competently, ethically or responsibly. You are all getting paid to do your jobs -- so do your jobs. To be clearer, if in the future hostile or mentally unbalanced patron emotionally and/or physically harm me as a result of you and this city library employees grossly failing to do your respective jobs and duties, I will hold you and city administrators 100% responsible. I cannot imagine being a library manager or a library employee to be so catastrophically difficult as you and a few of your hourly employees suggest through your actions.
Sincerely, Tara Lee
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Thanl<s!·
Library Director
Friday, April 15, 2016 9:35 AM Morwood, Melissa; Library Director
Garcia, RuthAnn
RE: Special invite from Duveneck's Student Council
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Tllanl< you
cj1lfi~~~~ What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Morwood, Melissa Sent: Thursday, April 14, 2016 1:01 PM To: Library Director Cc: Garcia, RuthAnn Subject: RE: Special invite from Duveneck's Student Council
Update: Lori and Liz are interested in attending, and Lori is going to contact Duveneck to set it up .
•.• ·· -:.., .
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Melissa Morwood I Senior Children's Librarian I Mitchell Park Library 3700 Middlefield Road I Palo Alto, CA 94303 D: 650.838.2953 I E: [email protected]
Please think of the environment before printing this email- Thank you!
From: Library Director Sent: Wednesday, April 13, 2016.6:06 PM
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To: Morwood, Melissa Cc: Garcia, RuthAnn Subject: FW: Special invite from Duveneck's Student Council
Hi, Melissa,
Just as an FYI.:... this might be a nice event for you or another youth services staff.to attend. In Jenny's absence, please feel free to respond as appropriate.
Thanks,
Monique le Cange Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA-94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
What I'm Reading Now:
Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Sarrie Paguirigan [mailto:[email protected]] Sent: Thursday, April 07, 2016 2:57 PM To: Van Der Zwaag, Minka; [email protected]; Ali Williams; Bicknell, Richard Cc: Library, Pa; Library Director · Subject: Special invite from Duveneck's Student Council
Dear Community Member,
We would like to invite you to participate in our Mix It Up at Lunch event at Duveneck Elementary School. This event is sponsored by Duveneck's Student Council. Mix It Up at Lunch is a nation-wide event promoting an effort by students to break out of their comf01t zones and meet new people.
From 11 :05am to 11 :55am on Wednesday, April 27th,_ community volunteers, parents, staff, and student council members will be stationed in different tables. Students will be assigned to a table for lunch recess. Each table will include a mix of grades. While eating, the volunteers will lead discussions to help students get to know each other. After eating, the volunteers and students will work together on a part of a whole school reflection project.
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We hope you can make it. If you can come, you will need to bring a sack lunch and drink. If you have any questions or comments, please email our leader Sarrie Paguirigan at [email protected].
Cordially,
Sarrie Paguirigan Student Council Advisor
Sent from Mail for Windows 10
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Cheng. Evelyn
From:
Sent: To: Cc: Subject:
Shopping Accnt <[email protected]> Sunday, April 17, 2016 3:24 PM Library Director Cheng, Evelyn; Garcia, RuthAnn Re: library bag
Thanks for the note.
In case this has slipped through the cracks, I'm dropping another note.
I also loved the packet with pencils and key chains you brought to our Kiwanis lunch, and shared some with clients. Very popular! ·
cheers,
Amanda
On Wed, Apr 6, 2016 at 2:46 PM, Library Director <[email protected]> wrote:
Thanks very much!
I w ill check and see if we have anything left, but, as giveaways, we might have given them all out. Please be patient and someone will be in touch in the next week or so.
Sincerely,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 D: 650.329.2403 I E: [email protected]
Please think of the environment before printing tflis email - Thank you
..... ·:
,:ifttl~R.:.\Rr 1
What I'm Reading Now:
_ Ughts Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Shopping Accnt [mailto:[email protected]] Sent: Saturday, April 02, 2016 11:36 AM To: Library Director Subject: library bag
Good morning,
Your people were kind enough to bring a green canvas library bag as a PR effort in Charleston-Shopping Center, near the Mitchell Park Library .
. . I My husband has carried it everywhere, but this week, the zipper failed. I
Any ideas on how to get another bag?
Amanda
ps .... we also loved the key chains you brought to our Kiwanis Club!!
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Cheng, Evelyn
From: Sent: To: Cc: Subject:
Dear Monique,
Thank you for your answer!
Camila Pereira <[email protected]> Tuesday, April 19, 2016 6:29 PM Library Director Jordan, Jenny; Cheng, Evelyn; Garcia, RuthAnn RE: Observation of Educational Activities - Stanford Master's Student
Thank you for your inquiry. I have copied Jenny Jordan, the Manager for Youth Services for the library, on my reply. However, she is on vacation this week. Can you wait to hear from her in that time or did you need a response sooner?
Sincerely,
Monique le Conge Ziesenhenne I Library Director 270 Forest Avenue I Palo Alto, CA 94301 O: 650.329.2403 I E: [email protected]
Please think of the environment before printing this email - Thank you
W hat I'm Reading Now:
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Lights Out: A Cyberattack, A Nation Unprepared, Surviving the Aftermath by Ted Koppel
From: Camila Pereira [mailto:[email protected]] Sent: Monday, April 18, 2016 9:08 PM To: Library Director Subject: Observation of Educational Activities - Stanford Master's Student
Dear All,
I am a Master's student of Education in Stanford, and I am very interested in early literacy development. I have an assignment for a class that Qonsists in observing an informal educational setting. Your Storytime program for babies is exactly what I am looking for.
I am not going to share the data beyond the class, and it is not going to be published as research. I would love to observe some sections of this program. Would that be possible?
