In this webinar, learn how to commit to library customer service that will create an experience beyond all patron expectations.
Commitment to great customer service goes beyond “service with a smile.” It is a commitment to truly engage and communicate with patrons and to find ways to extend the experience above and beyond their expectations. Building on the success of the Darien Library, whose reputation is known internationally for providing “extreme customer service,” presenter Gretchen Caserotti will provide you with practical and actionable ideas that can help your library, whether small or large, commit to excellent customer service.
This webinar will explore ways to identify, mold and communicate transformational stories that can help your community understand the value of the library.
Communicating about transformation vs. information is a critical component of changing perceptions about the library in your community. Your team transforms lives every day—and these are the stories that will resonate the most.
Join Nancy Dowd, Senior Manager for NoveList’s LibraryAware, and Karen Austin, Geek the Library field manager at OCLC, as they discuss how to identify, mold and communicate transformational stories that can help your community understand the value of the library to individuals and the community as a whole.
A webinar in collaboration with ARSL focused on ways for rural and small libraries to support patron creation and innovation through transformative technologies and spaces.
With the technology landscape constantly shape-shifting, libraries must respond as futurists to changing patron needs. Learn how to remain relevant, if not core, to your community's needs by providing the means and support for patrons to create and innovate.
Rural and small libraries with limited resources can become community innovation incubators, by providing patrons access to transformative technologies and by providing space for new ideas to be explored. Beyond makerspaces to editing suites and digital learning labs, libraries are empowering and impacting their communities, now and in the future. Bring your own story of library as innovation incubator and learn from others!
This webinar explores stress-reduction skills and strategies to help face challenging situations that impact our personal work styles, our organizations, and the communities we serve.
Working in a library can feel like a constant juggling act. We navigate competing demands and challenging situations on a daily basis in order to meet our mission and transform our communities. In this interactive session, discover how to handle these challenges proactively. Learn positive, practical tips, stress-reduction skills, and ideas for changing your personal work style. Learn strategies to help you face challenging situations that affect your whole organization and society-wide issues that impact the communities we serve. Feel better and be more effective at your work.
A webinar with the Outside the Box program exploring how libraries are leveraging the placemaking process to build community engagement through local entertainment events.
Outside the Box is an innovative program that is focused on enriching communities by bringing people together for free, fun, public entertainment experiences. In this pilot program, five public libraries teamed up with Redbox, America's Destination for Entertainment. Led by the local communities, with support from OCLC, and guidance by consultants from the Project for Public Spaces, the initiative explores "placemaking," an approach that breathes life and community connection into public spaces. This webinar will showcase placemaking activities at the pilot libraries, as well as share best practices and perspectives on community engagement from program partners.
This webinar expands on basic premises and practices of reader's advisory, exploring new ways to address the needs of your library's core constituency of readers.
As libraries evolve and adapt to changing circumstances, it is crucial to our continued community relevance that we retain and serve our core constituency of readers. Reader's advisory specialists from The Seattle Public Library will expand on the basic premises and practices of reader’s advisory, sharing how to apply these practices across new platforms and technologies, enlist social media and catalogs to serve readers, and use form-based and virtual reader's advisory. Learn expert techniques for using the latest generation of advisory resources and other ways to better serve readers in libraries large and small.
This webinar explores new approaches to reference that embed the librarian in the community, answering questions at the point of need, and growing community connections.
At the innovative Douglas County (Colo.) Libraries, librarians don’t just wait for the questions to come to them. They leave the building and embed the public library in the community. Through a series of projects and experiments, the Douglas County librarians have explored a new dimension of modern reference service, one that places their expertise at points of need to respond to the questions the public didn’t take to the library. By helping to define and answer questions in context, the embedded librarians add value to their community.
"What does digital inclusion mean for people in a community? All people, businesses, and institutions will have access to digital content and technologies that enable them to create and support health, prosperous, and cohesive 21st century communities." (Building Digital Communities: Getting Started)
Building a digitally inclusive community requires buy-in and engagement from all sectors, with libraries playing a lead role alongside government, schools, businesses, and individuals. Using the principles and steps in Building Digital Communities: A Framework for Action, Dodge City, Kansas is engaging stakeholders, aligning interests, setting community-wide goals and developing demonstration projects. Join us for a conversation with the Dodge City leadership team discussing why they have prioritized a community-wide initiative, the challenges of working with multiple sectors (with diverging goals!), what they expect from the project and what they recommend to others considering a similar path.
A webinar about the Impact Survey, an online tool that allows libraries to find out how their community benefits from free access to computers and the internet.
The newly updated and recently launched Impact Survey is a full-service online survey tool designed for public library staff to understand community use of library technology services and how to improve those services. The Impact Survey evolved from the 2009 Opportunity for All study and makes the complex job of surveying patrons easy and fast at no cost to library staff.
Collecting patron-level data on library technology use is tremendously beneficial to public libraries. Understanding your community’s unique technology needs is essential to providing patrons with useful technology services. Join us to learn how library staff can implement the Impact Survey and use the survey results to:
- Inform smart internal planning, strategy, and resource allocation
- Use local facts and figures to support advocacy and fundraising efforts when communicating with local decision makers and other stakeholders
- Improve their ranking with the Edge and other evaluation metrics
- Better serve their communities
A webinar providing library marketing strategies that build awareness, grow your audience, and establish your library as an authoritative source and a definitive provider of services for the community.
You built it and promoted it, but they didn’t come? Libraries can learn from marketing strategies that for-profit organizations use. Get beyond the one-off approach to promotion. Explore how to build "ambient awareness," establishing your library as an authoritative source and a definitive provider of services for the community. Learn how to use social media not only for communication, but as a tool to monitor and document the impact of the library. Get your whole team on board to tell the library’s convincing story of its impact on your community.