There were many useful case studies at ARMA but I think this one
illustrates how important patience is to being successful in the field.

"A Texas records manager who was helping out on career day at the local
Kindergarden was asked by one of her Kindergarten students to help put
on his cowboy boots? He asked for help and she could see why.  
                                                                    
                                                                         
    
  
Even with her pulling and him pushing, the little boots still didn't  
want to
go on. Finally, when the second boot was on, she had worked up a sweat.
She almost cried when the little boy said, "Mrs. Smith, they're on the  
wrong
feet."  
                                                                  
                                                              
  
She looked and sure enough, they were. It wasn't any easier pulling the  
                                                       
boots off than it was putting them on. She managed to keep her cool as  
  
together they worked to get the boots back on - this time on the right  
  
feet.  
                                                                   

He then announced, "These aren't my boots."  
                                                                         
    
She bit her tongue rather than get right in his face and scream, "Why  
   
didn't you say so?" like she wanted to.. And, once again she struggled
to help him pull the ill-fitting boots off his little feet. No sooner  
they got
the boots off and he said, "They're my brother's boots. My Mom made
me wear 'em."  
                                                                         
    
Now she didn't know if she should laugh or cry. But, she mustered up
the grace and courage she had left to wrestle the boots on his feet  
again.   
Helping him into his coat, she asked, "Now, where are your mittens?" He  
said,  
  
"I stuffed 'em in the toes of my boots."

As I understand it, the records manager handled these consistent  
requests for
service without the requester providing all the proper information with  
ease and
grace in a trying situation.

Patience is the key.

BTW, ARMA was great.  I met many members of the Listserv in the Exhibit  
Hall.
They were all much more attractive than they appear in email form.  I  
could not
believe that FileNet was giving away PDA's to their visitors to their  
booth.  That
Peter!  What a guy!  I thought the leather cover was a little  
extravagant.

I hope the case study above helps you have a happy day.

Hugh Smith
FIRELOCK Fireproof Modular Vaults
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(610)  756-4440    Fax (610)  756-4134
WWW.FIRELOCK.COM

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