North of 50

  • With Tara Bannon, Amy DelPo, and Stephanie Two Eagles
  • Originally aired 10/23/2017
  • View the Archive

Seniors are a growing segment of the population, and they need the type of services and programs that libraries are so good at providing.

Join us for a discussion about connecting with and serving seniors in your community — including those seniors who are experiencing memory loss. Staff from the Denver Public Library will share stories, tips, and information about their top senior programs designed for those “North of 50”.

Resources

Contact Information

  • Tara – tbannon@denverlibrary.org
  • Amy – adelpo@denverlibrary.org
  • Stephanie – stwoeagles@denverlibrary.org

Session Slides (PDF)

 

 

 

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Is It Really Dead? How to rescue programs for hard-to-reach communities

Sometimes programs for diverse communities languish, even if they’re a good idea in theory. In this session we will share a simple method for how to get down to the root of the problem of why a program isn’t successful, develop a plan to address the roots of the problem, and evaluate if it should be cut or rescued. We will include case studies from the presenter, and we also invite you to share your thoughts, questions and real life examples from your libraries.

Resources

Program Plan Rescue Worksheet (PDF)

Presentation slides

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Workplace Bullying: words can hurt more than you think

Jean Marie Heilig

Remember being bullied in grade school? The tears, fears, and anxiety of facing bullies may have shaped who you have become today. Do you ever wonder what happened to those bullies? It’s sad to say but many have grown up and are now creating havoc in our libraries! This engaging session will show you how to remain calm and stay strong when coping with the bullies you work with or serve in your community.

Resources

Workplace Bullying Resources (PDF)

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Check Out an Experience!

  • With Beth Crist, Jill Wilson, Judith Anderson, Teresa Myers
  • Originally aired 07/18/2017
  • View the Archive

We all know that libraries are about more than books, indeed, we offer our communities a wealth of experiences when they walk through our doors. But how can we provide experiences that extend beyond the library walls? Join us as staff from the Longmont Public Library, the Wilkinson Public Library, and the Colorado State Library share information about the unusual items their libraries circulate. Bring your own thoughts and ideas to share as we brainstorm the why’s and how’s of circulating experiences.

Resources

 

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Look at me when I’m talking to you!

Jean Marie Heilig

Look at me when I’m talking to you: getting ahead by improving your listening skills. In our high-tech and often stressful world, communication is becoming more important than ever. If this is true, then why are so many of us such poor listeners? Becoming a better listener will allow you to become more productive, avoid conflict, improve accuracy, and build better friendships and careers. During this session you will discover how good your listening skills are and what you can do to improve them.

Resources:

 

 

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Growing Readers Together: Early Literacy Services Beyond Your Library

  • With Joyce Johnson & Pamela Mejia de Rodriguez
  • Originally aired 05/16/2017
  • View the Archive

Your library has a thriving storytime program, strong collection of board and picture books, perhaps parenting classes, and other services to support young families inside your library, but now you want to share those services beyond your library walls? How can you reach parents, unlicensed childcare providers, and young children that don’t come to your library–often the very population that needs library services the most?

Join us for this interactive session to explore valuable community partnership opportunities, promotional possibilities, and methods for providing outreach to families, unlicensed childcare providers, and beyond. We will discuss research-based practices in Colorado libraries; potential collaborations; challenges and successes around outreach; and come away with practical ideas you can implement in your library.

Resources:

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Learning from Your Patrons: An Introduction to User Research

User research doesn’t need to be time-consuming or expensive. A single librarian can conduct and analyze simple patron evaluations with technology readily available in nearly any library. Small scale research projects, done at regular intervals, can continuously improve library services, and help you to see your library through your patron’s perspective.

Join us as we discuss how to conduct some basic research with your patrons to help make your website or other services easier to use.

Resources:

Session Slides

Websites

Books

  • Rocket Surgery Made Easy – Steve Krug
  • Don’t Make Me Think Revisited – Steve Krug

 

 

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Library Services: Making the atypical, typical

Elektra Greer photo
  • Does your library offer unusual services?
  • Is there a population in your community that you are finding hard to reach?
  • Is there an innovative program that you would love to try?

We all know that libraries are so much more than books, but the services and programs we offer to our communities can be as diverse as the population segments we serve.

Join us as we share one library’s journey into “atypical services”…and how atypical is now often the norm. Come ready to share your thoughts and questions as we share unique ideas, brainstorm potential partnerships, and discuss how to define and measure success.

Resources:

Books

  • Zig Zag: The Surprising Path to Greater Creativity – Keith Sawyer
  • Marketing to Millennials: Reach the Largest and Most Influential Generation of Consumers Ever – Jeff Fromm
  • Introduction to Marketing: for entrepreneurs and small business owners – Alex Genadanik
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Improving Communication and Relationships at Work with DiSC

  • Ever left a meeting frustrated with the conversation and the outcome?
  • Just not connecting with someone at work?
  • Feel like you have interactions that somehow miss the mark?

What if you had a tool to help you better understand and communicate with your work colleagues in a way that they could “hear” you? DiSC is that tool! Join us for this fun and interactive session where you’ll identify your primary behavioral style and guess at others. Then, learn how to talk with others so they’ll listen.

Curious to learn more?

There are numerous online DiSC “tests” available free of charge. Some may require your contact information, may not offer a full report, or be based on the full set of questions. Still, they could be a place to start if you are do not want to pay for a full test and report. A few are listed here in alphabetical order:

Session Slides (PDF)

More DiSC Resources

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The Power to Delight: Providing extraordinary service

  • With Christine Kreger and Kieran Hixon
  • Originally aired 01/12/2017
  • View the Archive

People everywhere (including our patrons) have seemingly unending choices when it comes to deciding where to take their business. Consequently, customer experience can make or break the relationships we have with our communities.

In this session we will share concrete tips from non-library service champions, and brainstorm ways to provide extraordinary service in our own organizations. Come prepared to share your own service stories, both good and bad, from within your library and beyond, as we work together to develop new rules of service designed to delight.

Resources:

Articles

Stories

Books

  • The Amazement Revolution –  by Shep Hyken
  • Disney U –  by Doug Lipp
  • Lessons from the Mouse –  by Dennis Snow
  • Onward: How Starbucks Fought for its Life without Losing its Soul – by Howard Schultz
  • The Cult of the Customer – by Shep Hyken
  • The Apple Experience – by Carmine Gallo
  • The Customer Service Survival Kit – by Richard S. Gallagher

Kieran Hixon

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