PASQUALIN | DON’T PANIC
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any copy of A Hitchhiker's Guide to the Galaxy—is “Don't Panic.” I learned from Douglas Adams that,
while I didn't understand why my brother continued to get into trouble, or why my parents didn't
want to be together anymore, or why it seemed I was left alone, it was all okay; things didn't always
need to make sense.
If J.K. Rowling gave me a hunger for reading, Adams is who made me respect literacy as a
force to be reckoned with. After all, it took Malcolm X from behind bars and turned him into the
leader of a movement. It took a poor Indian child from a reservation and turned him into Sherman
Alexie—winner of the World Heavyweight Poetry Bout, writer of screenplays, and much more. And
it turned out to also be the vehicle of my escape.
Busboy
My family’s financial situation wasn’t really getting better over time, and my curiosity was
growing almost as fast as my list of extracurricular activities, so by the time I graduated high school
I was definitely well-versed in several different multiliteracies. Mirabelli would have a field day
researching my experiences.
For example, the first job I held was busing tables, so I was totally astonished to read in
Mirabelli's article, “Learning to Serve: The Language and Literacy of Food Service Workers,” that
the National Skills Labor Board had labeled waiting tables as a “low skilled profession” (540). As
young as I was at the time (around fifteen-years-old), there was still a host of definitions, protocols,
and norms I had to learn. Just as Mirabelli described in his article, I experienced firsthand that
answering a question most of the time did not only require knowledge of what words meant on the
menu, but also of the specific process my restaurant used in making the food they served. Likewise,
since a big portion of my job included getting drink orders, knowing the distinctions between wines
and what they meant was essential to my job experience.
One thing Mirabelli did not mention was the role physical communication plays in the
service industry. People do not like being pestered while they eat and they do not want to be
watched, yet they want their own private appetites fulfilled without having to ask. As a busboy, I
found it was important I not only understood technical knowledge about the food and wine, but it
was just as important that I had a really keen eye and an acute understanding of body language. It
takes practice to know the numerous signals people use to communicate they’re ready for their
check, they are finished with their plates, or they would like to order desert.
Pet Detective
Another way I became multiliterate was by working as a sales associate for Pet
Supermarket. You'd be surprised just how much discourse goes on between sales associates and
customers. Similar to food service, at Pet Supermarket there were also two parts to that literacy:
first, the technical knowledge, and, second, the knowledge about the customers. Just in the fish
department alone, for example, it was necessary to know words like PH, ammonia, nitrates, cichlids,
and gobies. And while these words are more objective in their meaning, there is an entire process
that goes into pinpointing your customers’ problems, and then actually convincing them you can fix
them. Mirabelli wrote of a waiter who when questioned about the menu, “would make it sound so
elaborate that they would just leave it up to [him]…” (546). While I was always trying to help my
customers, the best strategy sometimes involved doing the same thing. Just as the waiter used his
superiority in the restaurant literacy to control the flow of the conversation, I would use my pet
store literacy to convince customers I knew what I was talking about.
While working as a busboy the most I would talk to someone was maybe a couple of
minutes. However, a big sale at Pet Supermarket could literally go on and on for days. I knew it was
pertinent in retail to know how to spot a customer who has needs you can fill, instead of one just