- 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.
- 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
Your public library is packed with kids during the summer, and that is excellent! Research shows that those children benefit from your library’s many strong enrichment activities, staff expertise, and collections that go so far in preventing summer slide.
However, there are children in your community that you don’t see in your library that need this same enrichment the most over the summer.
- How can you find and support them, and provide them with the same rich resources?
- How can you collaborate with other organizations to help with this effort?
- How will you possibly find the time and resources to provide outreach services during the busiest time of the year?
Join us for this lively, interactive session and bring your questions, challenges and ideas.
Definition of outreach: Providing library services outside of your library without the expectation that those receiving services will ever come to your library.
- With Jennifer Hendzlik and Aaron Bock
- Originally aired 11/16/2016
- View the Archive
Got weed? Of course not. But many of your customers do…and they have questions. Where is the best dispensary? Are there any local resources that inform consumers about strains for consumption? What programs are being offered? What materials do you have on growing, cultivating or cooking marijuana and how did you choose them? Is there information on the legalization of marijuana and the nuances of the law?
Libraries across Colorado (and the US) find themselves at a distinct crossroads when it comes to legalized marijuana.
This interactive webinar will help answer questions about the role your library can play in this new wild, wild west.
- With Lindsay Roberts and Andrea Reveley
- Originally aired 09/20/2016
- View the Archive
- Struggling with getting input from your patrons?
- Don’t know which suggestions to implement?
We will discuss ways to get to know your users and invite feedback through informal patron suggestions, formal surveys, usability studies, demographic information, as well as building relationships and starting conversations.
After gathering feedback, we have made large changes such as a new ILS and renovated rooms, free or low cost changes such as reconfiguring our space and focusing our collection development efforts on print books instead of eBooks.
Come brainstorm ways to invite, evaluate, and implement patron suggestions to create a user‐centered library experience.
NoteJob burnout is a response to stress that leaves you feeling hopeless, powerless, despondent and overwhelmed. But, don’t despair you can do something about it! During this session you’ll learn this doesn’t happen overnight. Our bodies and minds do give us warning signs, and if you know what to look for, you can recognize it before exhaustion and ineffectiveness set in.
Join us to discover if you are at risk or are experiencing job burnout and we will brainstorm what you can do.
Note: We played the Dealing with Burnout video listed above during the session, but it was not captured in the recording. You can view the video using the link above.
When faced with having a difficult conversation do you find yourself procrastinating, back peddling, dodging, panicking, or finding yourself filled with dread? Whether the conversation is with staff, a patron, your family, or an annoying neighbor this session will help to move you forward. These conversations don’t have to be difficult if you prepare in advance and leave your emotions out of the equation.
Join us for this conversation…about difficult conversations!
Note: We shared two videos during the session that the recording did not capture. You can use the links to the videos below.
- How to ask to have the Conversation
- Underlying Cause of a Performance Issue
Weeding is a lot like Fight Club…we don’t like to talk about it. As libraries evolve into community spaces that encourage creativity and participatory experiences, it becomes more and more imperative that the collections we have are an integral part of sparking curiosity. Old, dirty and outdated materials crammed tightly onto shelves is a practice more hoarder than librarian. It’s time to unleash your inner book snob.
Don’t know where to start? Join us for this interactive webinar to gain confidence in building a strong and popular collection that encourages visibility and promotes serendipitous discovery at your library.
Note: To get the most out of this session, please bring 3-5 books to your desk in order to practice evaluating during this webinar.
Originally published in 2012, “The 4 Disciplines of Execution” presents a structured way to ensure that every employee is engaged and successfully working towards an organization’s most important goals. In this interactive webinar, you will be introduced to the four disciplines and discuss how it might apply to your library system, branch or department. Join us as we brainstorm how to turn strategic plans into blueprints for success!
The 4 Disciplines of Execution: Achieving Your Wildly Important Goals – McChesney, C., Covey, S., & Huling, J. (2012).
Out of the crisis – Deming, W. E. (1986). . Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Your library offers a lot of great programs, resources, and services, but how can you determine what effects these have on your users?
In this session, you’ll learn practical tips for getting started with outcome-based evaluation. You will gain a deeper understanding of what outcomes are, how to measure them (including an overview of several free and/or low-cost outcome survey tools), and how outcome-based evaluation results can be used for strategic decision-making and demonstrating the impact of your library.
Come prepared with your questions and ideas to share!
If you’re an introvert, you might assume (or you might have been told) that you’re not cut out for leadership. Maybe you think you’re too quiet to lead. Maybe you think that all great leaders need to have larger-than-life personalities. Nothing could be further from the truth. Introverts possess skills that make them valued leaders—skills like listening, relationship building, and thoughtfulness. This session will provide you with practical strategies for turning the strengths you already have into leadership potential. If you’re not an introvert, come learn how you can create a work environment that values all voices, even the quiet ones.
Session Slides (PDF)
Quiet: The Power of Introverts in a World that Can’t Stop Talking, by Susan Cain
Me, Myself, and Us: The Science of Personality and the Art of Well-Being, by Brian R. Little
The Introvert’s Corner
Brian Little’s TED Talk