Workshops
Change Implementation
Working with the staff of a library undergoing radical change such a a new building, new service model or both. We look at new models, talk about individual comfort levels with change, discover and address areas where further information can help the staff feel more comfortable with the changes. Then we develop talking points so the staff is more comfortable representing the changes at the library to the public.
User-based Library Services
Libraries that focus on user expectations and the users experience of the library are receiving tremendous support and positive responses from their community members. This workshop provides models of some of the new ways to deliver library services and an opportunity for staff members to explore how to apply these new models to their own library.
Managing Change
Understanding our own response to change and gaining perspective from a variety of models for change will provide tools to manage any change implementation in your organization. The way change is introduced and monitored in working with the staff will determine the success of any project. This workshop provides tips and techniques that will not only help you begin, but see the project through to completion.
Thriving Libraries in the Experience Economy
Library users are time-stressed and financially-stressed. Successful new libraries anticipate users' needs and provide visual cues to faster services throughout the building and free up their staff to assist as needed. This workshop focuses on re-creating the library as a public commons for the community providing successful models and time to consider local applications.
Moving Into New Library Spaces
Major renovations and building projects are happy events for libraries, but very stressful for the people who are changing their work spaces and practices. This workshop is about honoring what worked in the past, moving in to new service delivery methods and giving the staff an opportunity agree upon new communication, safety, and service delivery procedures.
Customer Service 101
We have all experienced customer service that we talk about with our friends and neighbors: both good and annoying. This workshop helps direct service employees talk about how they can create the best possible service for their "customers" in the library.
Customer Service: Supporting Excellent Customer Service
This seminar for administrators promotes policies that enable your staff to consistently deliver public service that increases and encourages public support for the library.
Customer Service in the Digital Age
While saving staff a lot of clerical detail working with our customers in the digital environment has added a whole new element to customer service. How do we maintain a high touch, high tech approach so our customers are aware of the expanded services we can offer them while maintaining a sense of personal service. Also how can we prepare our public service staff for the wide range of expectations they now face form our users.
Supporting the Smile in Customer Service
This seminar for employees responsible for the delivery of customer services in their libraries helps them handle the various situations that can arise when working with the public. It teaches them to handle these situations in a way that enhances the image of the library.
Managing Facilities for Results
"Excellent. Gave me courage to come back and tear the place apart" – participant evaluation
Teaching techniques to they can develop space in an existing building to offer new services. As libraries respond to users needs for new services one of their greatest challenges is finding the space in their current building to provide the service. Based on the PLA's book of the same title this process will guide library staff members through the process of deciding which projects to prioritize for space in their building, how to go about planning the various resources that must be available for the new service, finding a good location for the new service in their existing building, and presenting their needs clearly to their funding authority.
Long Range Planning for Trustees
There are many new and effective tools available to libraries for the planning process. This workshop introduces library trustees to the most recent planning models. It presents a variety of tactics for assessing your library's current service delivery and clarifying areas to build on current strengths and areas for new development.
Readers Advisory Services: It's a Mystery for Me
Whether you enjoy mysteries or not, they are an important part of readers' advisory services in any library. Presented as either a single or series of workshops, this series will empower every staff member to feel comfortable discussing and recommending mysteries to readers. A blend of readers' advisory skills, quick effective online resources, and an overview of the mystery genre worked into a series of engaging and interactive exercises.
Readers Advisory 101 and up
"Can you recommend a good book?", our most frequently asked, and often most dreaded question is also many users evaluation of a good library. This is a learned skill, and everyone can be trained to be more comfortable and please library users with their readers advisory service. This can be either an introductory or advanced level class depending on the experience of the participants.
Readers Advisory Services Implementation
"Well ordered and helpful presentation. She really kept my attention." – Conference Participant
There are many ways to implement readers advisory services in your library. Some are staff intensive, some involve active interaction with the library users and some are more passive and less staff intensive. Successful models from many libraries providing both on-site and virtual readers advisory services are discussed along with useful resources for improving your library's service.
Working with the staff of a library undergoing radical change such a a new building, new service model or both. We look at new models, talk about individual comfort levels with change, discover and address areas where further information can help the staff feel more comfortable with the changes. Then we develop talking points so the staff is more comfortable representing the changes at the library to the public.
User-based Library Services
Libraries that focus on user expectations and the users experience of the library are receiving tremendous support and positive responses from their community members. This workshop provides models of some of the new ways to deliver library services and an opportunity for staff members to explore how to apply these new models to their own library.
Managing Change
Understanding our own response to change and gaining perspective from a variety of models for change will provide tools to manage any change implementation in your organization. The way change is introduced and monitored in working with the staff will determine the success of any project. This workshop provides tips and techniques that will not only help you begin, but see the project through to completion.
Thriving Libraries in the Experience Economy
Library users are time-stressed and financially-stressed. Successful new libraries anticipate users' needs and provide visual cues to faster services throughout the building and free up their staff to assist as needed. This workshop focuses on re-creating the library as a public commons for the community providing successful models and time to consider local applications.
Moving Into New Library Spaces
Major renovations and building projects are happy events for libraries, but very stressful for the people who are changing their work spaces and practices. This workshop is about honoring what worked in the past, moving in to new service delivery methods and giving the staff an opportunity agree upon new communication, safety, and service delivery procedures.
Customer Service 101
We have all experienced customer service that we talk about with our friends and neighbors: both good and annoying. This workshop helps direct service employees talk about how they can create the best possible service for their "customers" in the library.
Customer Service: Supporting Excellent Customer Service
This seminar for administrators promotes policies that enable your staff to consistently deliver public service that increases and encourages public support for the library.
Customer Service in the Digital Age
While saving staff a lot of clerical detail working with our customers in the digital environment has added a whole new element to customer service. How do we maintain a high touch, high tech approach so our customers are aware of the expanded services we can offer them while maintaining a sense of personal service. Also how can we prepare our public service staff for the wide range of expectations they now face form our users.
Supporting the Smile in Customer Service
This seminar for employees responsible for the delivery of customer services in their libraries helps them handle the various situations that can arise when working with the public. It teaches them to handle these situations in a way that enhances the image of the library.
Managing Facilities for Results
"Excellent. Gave me courage to come back and tear the place apart" – participant evaluation
Teaching techniques to they can develop space in an existing building to offer new services. As libraries respond to users needs for new services one of their greatest challenges is finding the space in their current building to provide the service. Based on the PLA's book of the same title this process will guide library staff members through the process of deciding which projects to prioritize for space in their building, how to go about planning the various resources that must be available for the new service, finding a good location for the new service in their existing building, and presenting their needs clearly to their funding authority.
Long Range Planning for Trustees
There are many new and effective tools available to libraries for the planning process. This workshop introduces library trustees to the most recent planning models. It presents a variety of tactics for assessing your library's current service delivery and clarifying areas to build on current strengths and areas for new development.
Readers Advisory Services: It's a Mystery for Me
Whether you enjoy mysteries or not, they are an important part of readers' advisory services in any library. Presented as either a single or series of workshops, this series will empower every staff member to feel comfortable discussing and recommending mysteries to readers. A blend of readers' advisory skills, quick effective online resources, and an overview of the mystery genre worked into a series of engaging and interactive exercises.
Readers Advisory 101 and up
"Can you recommend a good book?", our most frequently asked, and often most dreaded question is also many users evaluation of a good library. This is a learned skill, and everyone can be trained to be more comfortable and please library users with their readers advisory service. This can be either an introductory or advanced level class depending on the experience of the participants.
Readers Advisory Services Implementation
"Well ordered and helpful presentation. She really kept my attention." – Conference Participant
There are many ways to implement readers advisory services in your library. Some are staff intensive, some involve active interaction with the library users and some are more passive and less staff intensive. Successful models from many libraries providing both on-site and virtual readers advisory services are discussed along with useful resources for improving your library's service.