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.
This WebJunction webinar is presented in collaboration with ALA's LearnRT. Did you attend the Disney Institute? Join this conversation and share your ideas and successes.
Presented by: Crystal Schimpf, Program Manager, Community Technology Network; Elena Rosenfeld, Associate Director of Public Service, High Plains Library District; and Suzanne McGowan, Branch Manager, Anythink Wright Farms.
The PEARL (Promoting and Enhancing the Advancement of Rural Libraries) Project has been successful in helping Texas rural librarians reach out to groups and organizations in their communities and to raise visibility of and appreciation for their libraries. Community outreach plans, designed to identify and fill a need in the community, are at the heart of this unique model. The process is supported by an actionable template which leads participants from community assessment, through strategic planning, to implementation, and concludes with evaluating outcomes. This webinar, co-sponsored with WebJunction and the Association for Rural & Small Libraries, will explore the outstanding results achieved by participants in the PEARL project and share how community outreach plans have led to unexpected outcomes and some surprising results.
Presented by: Barbara Blake, Outreach Coordinator for the PEARL Project, University of North Texas; and Louise W. Greene, Association for Rural and Small Libraries, Board Member, and PEARL Mentor.
A webinar exploring ways to increase your community's awareness of library services and of how those services are changing lives.
We know that libraries are a good investment but with tight budgets, we need to energize our base – to take action to connect more strongly with community members, to find out what excites them, and to let them know how libraries are changing lives – one connection at a time. Our panel will explore three vehicles that can help you increase awareness of library services:
Library Videos – New videos from the Bill & Melinda Gates Foundation that showcase work done in libraries which are transforming lives, by changing the way we connect.
Geek the Library – A community awareness campaign offered free to libraries to help strengthen community connections and library support.
Data Visualization – We collect lots of data. Learn how the Colorado State Library is helping local libraries use their data to tell a story about impact.
Presented by: Karen Perry, Senior Program Officer, Global Libraries, Bill & Melinda Gates Foundation; Jennifer Pearson, Programs Manager, OCLC Community Relations; Jamie Hollier, Project Manager with PLA and Library Consultant; and Linda Hofschire, Research Analyst, Library Research Service, Colorado State Library.
The human brain is wired to respond to images. Scientific studies of the brain are providing powerful insights for designing and delivering presentations that grab the attention of the learner. Once you understand the key concepts of strong visual communication, you can get unstuck from the stale text-and-bullet format of presentation. You don’t need to be a designer to learn some simple tips and tricks that will punch up your presentations and wake up your audience.
Presented by: Betha Gutsche, program manager, WebJunction OCLC, and visual communications advocate.
A webinar with the Freedom Rings Partnership, bringing Internet access, computer assistance and digital opportunities to Philadelphians with the least access to broadband.
The Freedom Rings Partnership is a digital inclusion initiative funded by Federal stimulus monies. We are bringing Internet access, computer assistance and digital opportunities to Philadelphians with the least access to broadband. Comprised of a coalition of grassroots organizations, government, and universities, we proudly count People’s Emergency Center and the Free Library of Philadelphia as Managing Partners in this city-wide effort. Extending beyond the library and traditional organizational walls, our public-computing centers—KEYSPOTS—are located in community organizations that have the trust of their constituents; technology access is a complimentary asset to their diverse missions. Learn how to develop sustainable partnerships and adapt this model to meet your community technology adoption needs.
Effective leadership in a library community is not performed by any one person. Instead, it is a collective act of many players contributing their toolset of complementary and evolving skills. Leadership "incubates" best in an environment nurtured by collaborative and continuous learning; it often grows accidentally, sometimes unbeknownst to the leader-to-be. Through peer mentoring and other methods, explore ways to create a generative space that nourishes the infectious qualities of leadership. Develop a network of seasoned learners who will incubate leadership, both within your library and in support of the broader community, collaboratively building and leading a rich and fulfilling learning organization.
Presented by: Jennifer Peterson, Community Manager, OCLC WebJunction, Board Member ARSL, and 2011 LJ Mover & Shaker.
A webinar with the Independence Public Library, 2012 Best Small Library in America, showcasing innovative programming, marketing, advocacy and management strategies.
Library Journal's annual Best Small Library in America Award, cosponsored by the Bill & Melinda Gates Foundation, was created in 2005 to encourage and showcase the exemplary work of libraries serving populations under 25,000. In collaboration with the Association for Rural and Small Libraries and Library Journal, we are pleased to host this webinar featuring the 2012 Best Small Library in America: Independence Public Library. The multi-award-winning library's staff of eight serves a population of 13,420 through innovative programs and partnerships, leveraging social media and the Geek the Library campaign for sustained marketing and advocacy efforts. Using a participatory management style and collaborating with other Kansas libraries, along with others in their community, IPL has reached out to individuals and partners to deliver programs and services that bring the community into the library. The session will include an overview of the nomination process and details for next year's award.
Presented by: Julie Hildebrand, IPL director; Lily Morgan, director, Learning Resource Center at Independence Community College; and Francine Fialkoff, editor-in-chief, Library Journal.
Start time: 2:00 Eastern / 11:00 Pacific
A webinar with AmericaSpeaks, a leading US nonprofit which uses broad-based outreach strategies to build community engagement.
AmericaSpeaks is a U.S. nonprofit that wants to increase citizen engagement and participation in government decision-making by bringing together diverse participant groups to represent broader community interests. Learn how to create community engagement around library-led initiatives such as digital inclusion and gain facilitation skills to help build healthy, prosperous and cohesive communities. The presentation will provide examples of effective tactics for reaching even those who often do not participate because of limited access to and familiarity with new technologies.
Presented by: David Stern, Director of Online Engagement and Theo Brown, Senior Associate, AmericaSpeaks
Start time: 2:00 Eastern / 11:00 Pacific
This webinar focuses on turning the evidence of our daily patron encounters into short, compelling, and memorable messages that build support.
Learn how to tell a succinct, powerful story about the value of libraries. Based on OCLC's "From Awareness to Funding" and the latest findings of brain research, this session focuses on turning the evidence of our daily patron encounters into short, compelling, and memorable messages that build support.
This webinar will overview past efforts and future potential of libraries and librarians working with Wikipedia.
Wikipedia is an increasingly prominent player in the web search environment, and more people are finding it "a good place to start research." Despite open questions regarding quality, Wikipedia shares common goals with libraries in ensuring free accessibility to information, and relying on authoritative sources. This presentation will overview the past efforts and future potential of public libraries and librarians working with Wikipedia. Discussed are strategies to drive web- and foot-traffic to libraries through the use of Wikipedia. Plus powerful tips and tricks are revealed into the software and policies of Wikipedia, helping librarians to critically address quality for themselves. Max is presenting an additional webinar on July 31 geared more toward academic libraries. For additional information about Max's work, see Wikipedian in Residence Stops By.
Presented by: Max Klein, Wikipedian in Residence at OCLC Research