Tag Archives: Customer Service

Because We Matter – 1 LEU

telehealth doctor and patient on computer screenThe Bureau of Labor Statistics projects that the employment of social workers will grow 12% from 2020 to 2030 to meet an increase in demand. Further, with the growth of telehealth and telemedicine visits continuing beyond the COVID-19 pandemic, individuals are finding more ways to reach their healthcare providers. However, in rural areas, finding local providers and reliable Internet access can create a barrier to access. As public libraries have long been viewed as the central hub for information, gatherings, and broadband service, their pivot to serve as a place for patrons to meet virtually with social workers comes at an opportune time. This presentation will show how three public libraries developed a pilot program – titled “Because You Matter” – with the Indiana University School of Social Work to coordinate weekly telehealth visits with social work students and library patrons. They’ll share successes, failures, and what they learned to improve the program in the future. 

Date Recorded: 10/26/22

Format: Archived YouTube Video

Presenters:  Stephanie Rawlins / Director, Pike County Public Library & Jordan Orwig / Director, Sullivan County Public Library & Nathan Watson / Director, Bedford Public Library

 

 

I See a Library! Making Libraries More Accessible to the Visually Impaired – 1 LEU

Kate KosiorIt’s a daunting tasks for librarians to consider how best to welcome visually impaired patrons into their libraries.  However, with a better understanding of what vision loss is, you can make quick, easy, and inexpensive changes to your library that will open the doors more fully to those with vision loss.  Learn more about vision loss and how to quickly and easily change your flyers and presentations, physical space, technology, and signage to be more accessible.

Date Recorded: 6/8/22

Format: Archived YouTube Video

Presenter:  Kate Kosior, Braille and Talking Book Library Manager / South Dakota State Library

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An Empathetic Approach to Customer Service Training – 1 LEU

Molly Meyers LaBadieThis presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.

Date Recorded: 8/25/21

Format: Archived YouTube Video

Presenter: Molly LaBadie, Deputy Director / Delaware County District Library

Molly Meyers LaBadie has been in Libraries for almost 20 years. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service and spend time learning what really made a difference. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.

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Readers Advisory: The Art of Finding the Right Book (1 LEU)

Join librarian, book review blogger, and bookstagrammer Laura Jones as she shares her favorite readers advisory tools and tips to help library staff find the right book for even those patrons with the most eclectic tastes!

Date Recorded: 9/17/21

Format:  Archived YouTube Video

Presenters:  Laura Jones, Indiana State Library

 

Speak Up: Responding to Uncomfortable Situations (1 LEU)

This session covers real incidents that happened in libraries and good ways to respond to those uncomfortable situations. Great pro tips for new & seasoned library workers.

Date Recorded: 9/17/21

Format:  Archived YouTube Video

Presenters:  Paula Newcom and Kara Cleveland, Indiana State Library

Speak Up Resources List

 

A Trauma-Informed Approach to Public Library Social Service – 1 LEU

 

handsAthens (Georgia) Regional Library is one of the first public libraries to refocus a social work program toward a trauma-informed framework. This session presents replicable steps in providing library services, designing and implementing policies, and supplying holistic training for staff utilizing a trauma-informed lens. As libraries are asked to do more with less, this session highlights easily attained methods of becoming trauma-informed and establishing a system which reflects the assets of the community and organizational values. 1hr / 1 LEU.

Date Recorded: 6/30/21

Format: Archived YouTube Video

Presenters:  Trudi Green / Assistant Director for Public Services, Athens Regional Library System; Jennifer Elkins / Associate Professor, University of Georgia School of Social Work; Sarah List / Information Services Librarian, Athens Regional Library System.

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Affordable After Hours Pick-up Service – 1 LEU

Working patrons sometimes struggle with getting to the library before we close. By implementing an after hours pick up service you can now offer the freedom to pick up materials on the patron’s schedule instead of the library schedule. Learn how using a set of lockers and specialty locks can allow you to provide convenient pick-up times at your library for less than $1,000. Materials, processes, and our lessons learned will be shared.

Date Recorded:  04/07/2021

Format: Archived YouTube Video

Presenter:  Julie Elmore, Director, Oakland City Columbia Township Public Library

30 Ways to Make Your Small Library Extraordinary – 1 LEU

We don’t have large budgets. We don’t have large staffs. We might have to spend parts of our day shoveling the sidewalks or cleaning up a mess in the restroom. In spite of this, small and rural libraries have the power to be great. We can do simple, practical things that can instantly make a difference. From internal customer service tips to tech tools you can’t live without, linking these 30 things will help make your small library extraordinary.

Date Recorded: 12/19/18

Format: Archived YouTube Video

Presenters: Jamie Matczak / Wisconsin Valley Library Service

Biography: Jamie Matczak is the education consultant at Wisconsin Valley Library Service based in Wausau, Wisconsin. She has over 12 years of consulting experience for public libraries, with over 50 of them being small and rural. Jamie has taught Business Communication at Lakeland College, and courses on marketing, customer service and social media for the iSchool at UW-Madison. She earned her BA in Advertising from UW-Eau Claire, and an MS in Applied Leadership for Teaching and Learning from UW-Green Bay.

Resources from webinar:


Marketing on a Small Budget – 1 LEU

 

Libraries are busy places. From programming to services, we want people to know about everything. The challenge? We often have very limited (if any) marketing budgets. Join Kim Crowder, Director, Communications, for The Indianapolis Public Library, and learn easy tips and tricks to boost your marketing strategy on a budget. See examples of what has worked and where your time is best spent.

Date Recorded: 11/16/18

Format: Archived YouTube Video

Presenter:  Kim Crowder, Director, Communications, Indianapolis Public Library


How to Conduct a Community Needs Assessment CAN – 1 LEU


image of ipad and statistics sheet
This webinar will show you the state and Federal resources used by the Northwest Indiana Center for Data & Analysis to provide accurate and timely data for our CAN projects. Resources to be previewed will include but are not limited to: American Community Survey, American Factfinder, STATS Indiana, Hoosiers by the Numbers, and Stats America.

Date Recorded: 3/28/18

Format: Archived YouTube Video

Presenter: Scott Sandberg / Indiana University Northwest