WebJunction Course Catalog : Search results

Search results: 15

Assisting Patrons with E-Readers: Tactics for Teaching and Troubleshooting

Format: Webinar, original date March 18, 2015
Hosted by: TechSoup
Length: 1 hour

Do you help library patrons with e-readers? E-Readers have changed the way people consume information – and the way libraries operate. More than 50% of American adults now own an e-reader, and e-reading is on the rise. However, many people still need help downloading e-resources from the library. The challenge is that there are so many different types of e-readers and e-books that patrons can get confused by what to download.

Come learn tips and tricks for how you can provide better assistance and customer service to library patrons with e-readers. We will hear from e-reader experts who have been making a difference in their libraries.

Presented by: Jennifer Hrusch and Megan Vasquez

Category: eBooks & devices

Balancing Books and Social Issues: Homelessness and Trauma

Format: Webinar, original date February 6, 2019
Hosted by: Infopeople
Length: 1 hour

With numerous budget cuts to social services programs, public libraries are encountering more individuals experiencing homelessness, and poverty. For many, a library may be the only place of refuge from the weather, or noise from a downtown cityscape. The increasing volume of need arising in many communities may leave library workers feeling ill-equipped or overwhelmed.

Because of this, libraries are asking the questions: Why are there so many people experiencing homelessness in our libraries? How do we better serve our vulnerable customers? How do we educate and support our library staff? During this webinar social worker Elissa Hardy will address these questions and explore some solutions.

Presented by: Elissa Hardy

Category: Access & equity

Being Customer Focused: New and Emerging Trends in Customer Service

Format: Webinar, original date March 21, 2012
Hosted by: Infopeople
Length: 1 hour

What is the use of a library if nobody comes? Or worse, what if they come but don’t come back?

Libraries offer a compelling set of resources and services to meet the needs of their communities. But old service models often focus on the needs of the library first, and the user second.

Retail establishments such as bookstores, coffee shops, information services, computing services, and purveyors of e-readers are all encroaching on the library’s core user base by replicating services traditionally associated with libraries. They really know what they’re doing, and we can, too!

Consumer research has shown repeatedly that understanding user needs and cultivating good customer relationships is key to the success of the modern organization. Creating a customer-focused library enables staff to know their users and meet their needs. A customer-focused library means more users, engaged staff, and a satisfying relationship with your community.

Presented by: Gretel Stock-Kupperman

Category: Customer service

Civility Goes Viral: A New Approach for a New Era

Format: Webinar, original date April 18, 2017
Hosted by: WebJunction
Length: 1 hour

To "choose civility" means to celebrate diversity and choose respect, compassion, empathy, and inclusiveness when interacting with others. Civility is the healing power we need to counteract the divisive, fragmented forces that seem to be undermining our social fabric. Since 2006, Howard County Library System (MD) has been leading the way toward community connectedness with their Choose Civility initiative. They, along with library systems across the country, invite you to join the movement to nurture civility in your own community. Learn how kindness creates communities, how to challenge stereotypes effectively, and cultivate random acts of civility. Find opportunities to implement Choose Civility to enhance internal and external customer service, develop partnerships and community support, and create a more connected community of people who will #choose2Bkind. Let’s see civility go viral in 2017.

Presented by: Valerie Gross, Christie Lassen and Sonya Durney

Category: Outreach

Creating a Culture of Yes at Your Library and in Your Community

Format: Webinar, original date November 18, 2015
Hosted by: WebJunction and the Association for Rural and Small Libraries
Length: 1 hour

The immortal Kurt Vonnegut said, "The America I love still exists at the front desks of our public libraries." In this webinar, you can discover at least three ways to shift your library from good enough to unexpectedly amazing, and to take your community's image of the public library to new heights. Locate your library's first impressions, displays, customer service, policies and more on the "Yes-O-Meter" and understand how to move from "No" or "Yes, but..." to a powerful culture of "Yes, and!" The insights you gain for shifting your library culture will invigorate the relationships between your staff and with your community.

Presented by: Sharon Morris and Kieran Hixon

Category: Customer service

Cultural Humility in Library Work

Format: Webinar, original date July 17, 2024
Hosted by: WebJunction
Length: 1 hour

Cultural humility offers a renewing and transformative framework for navigating interpersonal interactions in libraries, whether between patrons and staff or staff members with one another. But what is cultural humility, and what does it look like in practice? Join the editors of Hopeful visions, practical actions: Cultural humility in library work, (ALA Editions 2023) as they define and explore the concept of cultural humility, its strengths and limitations, and strategies for applying more inclusive practices to library customer service, policies, and collection development.

Presented by: David A. Hurley, Sarah R. Kostelecky, and Lori Townsend

Category: Access & equity

Cultural Humility in Public Libraries: Colleagues and Customers

Format: Webinar, original date April 16, 2019
Hosted by: Infopeople, as part of the California State Library Mental Health Initiative webinar series, Where Compassion Meets Action
Length: 1 hour

In this webinar, UNLV Health Sciences Librarian Xan Goodman, discusses how using a lens of cultural humility can help you become better colleague and a provider of library services to patrons. We look at the connections between mental health and wellness and feelings of value and belongingness, and also the connections between mental health and the three dimensions of cultural humility. At the end of this webinar, you will be empowered to begin your journey of cultural humility and to explore ways you can use the framework of cultural humility in your library with colleagues and patrons.

Presented by: Xan Goodman

Category: Health

Emerging Tech Trends for 2022 and Beyond

Format: Webinar, original date August 30, 2022
Hosted by: WebJunction
Length: 1 hour

Technology has changed the face of libraries and is continuing to change how we work and how we deliver services to customers. In fact, the past few years have pushed us, and in some cases made us scramble, to discover and experiment with new technologies and tools, to train our staff and community, and to look for new ways of doing our core activities. This presentation introduces emerging technology trends and how some trends are reshaping library services. Learn what trends to look for, find out the difference between a technology trend and a fad, and get ideas on how your library can respond to technologies as they emerge.

Presented by: David Lee King

Category: Technology

Extreme Customer Service, Every Time

Format: Self-paced Course
Developed with: funding from the Institute of Museum and Library Services
Length: 2 hours

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.

Course Design:
Based on a webinar originally presented by Gretchen Caserotti and designed by WebJunction

Category: Customer service

Library Customer Service and Adult Programs for People Living with Dementia

Format: Webinar, original date August 28, 2024
Hosted by: WebJunction
Length: 1 hour

With more than 55 million people worldwide living with Alzheimer’s disease and related dementias, and many more serving as their caregivers, it’s essential for library staff to learn how to support these community members. This webinar offers a comprehensive overview of Alzheimer’s dementia and practical advice on meeting the needs of both those with dementia and their caregivers. We cover best practices, guidelines, and actionable ideas for creating dementia-friendly services, including compassionate customer service, specialized reference resources, and engaging programming. By focusing on lifelong learning, mental stimulation, and social connections, libraries can make a meaningful difference for those experiencing cognitive decline and their caregivers.

Presented by: Timothy J. Dickey

Category: Older adults & seniors

Service Excellence in Challenging Times

Format: Webinar, original date January 11, 2017
Hosted by: WebJunction
Length: 1 hour

In turbulent times, many Americans turn to their libraries. While this is a true affirmation of the value our country places on its libraries, it increases the responsibility for library staff to meet the public with the best customer service. During times of community turmoil, it is an extra challenge to convey patience, good humor, an accurate knowledge of your collections and services, and a willingness to serve. Learn how to ramp up your skills to maintain a safe, welcoming environment where everyone can visit, work, and play without feeling uncomfortable. Keep calm, confident and capable of guiding your community through difficult times.

Presented by: Pat Wagner

Category: Customer service

Tablet-Slinging Librarians: Using Tablets to Improve Customer Service

Format: Webinar, original date January 21, 2015
Hosted by: Nicolet Federated Library System
Length: 1 hour

No matter a library's size or budget, we are all looking for ways to increase staff efficiency and better serve our patrons. This webinar will focus on practical and creative ways to use tablet technology (including reference, circulation, payments, storytime music, program registrations, and more!) to stay on the leading edge of customer service.

Presented by: Leah Kulikowski

Category: eBooks & devices

Visual Merchandising for Public Libraries

Format: Webinar, original date May 15, 2018
Hosted by: Infopeople
Length: 1 hour

Does your library struggle to promote its collection in a way that is attractive, maintainable, and – above all – successful at increasing circulation? Do your customers come to your library, head straight to the computers/hold shelf/self-checkout and back out again without browsing for materials?

In a time of digital downloads and two-day shipping, when the convenience of library service is of the utmost importance to both library staff and users, how do we get the attention of the average patron long enough to increase circulation and library use?

Visual merchandising is not just a tool for retail establishments. When done well, it can create a dynamic environment that encourages the customer to stay longer, check out more materials, and return for more. Public libraries can embrace the knowledge that retail stores have long used by taking some basic steps and applying some simple principles to organize library materials in a way that attracts attention and promotes use.

Presented by: Allison Fiscus

Category: Marketing

What Would Walt Do?: Quality Customer Service for Libraries

Format: Webinar, original date December 12, 2012
Hosted by: WebJunction and ALA's Learning Round Table
Length: 1 hour

Looking for some magic to improve customer service in your library? The Disney Institute on Quality Service has set high standards for creating a quality customer experience and their ideas can be applied at your library. Our panel of Colorado librarians attended the Disney Institute Quality Service preconference sponsored by ALA's LearnRT at the annual conference in Anaheim in 2012. Since then, they've been waving their magic wands to improve customer service in Colorado libraries and they'd like to share their discoveries with you. Learn how to define quality service, set a common purpose for all library staff, and better understand your customers. You'll walk away with ideas to make your library's customer service sparkle.

Presented by: Crystal Schimpf, Elena Rosenfeld, and Suzanne McGowan

Category: Customer service

Who Are We Designing for and Why? Service Design Techniques for Responsive Libraries

Format: Webinar, original date November 19, 2020
Hosted by: WebJunction
Length: 1 hour 30 minutes

Watch a two-part webinar series with design experts from Margaret Sullivan Studio and Harmonic Design to learn techniques you can use to enhance and improve future library services. The sessions show how design principles can lead to organizational collaboration, creativity, and adaptability. Participants will learn how to apply these principles to solve problems, foster 21^st century skills, and generate customer loyalty to make your library essential to your community’s resiliency and recovery. The presenters will work with real-world, current case studies to demonstrate concepts and relevant applications to improve your library’s capacity to bring joy, vibrancy, learning experiences, and innovative opportunities to your communities!

In the first webinar, we begin by asking, who are we designing for and why? How does service design enable you to create awesome experiences rooted in empathy, compassion, and storytelling? Explore how to apply intentional listening, deep observing, and deep learning to discover what your community members are thinking, feeling, and doing.

Presented by: Patrick Quattlebaum, Leah Berg, Margaret Sullivan, and Lyna Vuong

Category: Assessment, evaluation & planning