Webinars

 

Collection Management & Customer Service Webinars

Sustainable Collection Management Workshops

Sustainable Collection Management: Writing Collection Management Policies

Available as webinar and onsite.

binders

Summary: The best defense is a good offense.  Putting parameters in place for your collection management strategy, in writing, makes it easier for your staff, your board, your community when hard choices or questions arise.  Aligning these with your mission and your abilities as an organization is vital.   Ensure that you are covering all the bases while remaining flexible for the many changes in information access.

After this webinar participants will

  • understand the purpose of writing policies and their place in library administration.
  • Know what to include in collection management policies
  • be able to begin an outline for writing a collection management policy.
  • be more aware of tools to assist with writing collection management policies.

Objectives: To gain an understanding of the basic sections of a standard collection management policy and the thought processes and tools used to write these policies.

Method: Lecture with Q&A
Onsite: Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.
Webinar: use of real world examples to illustrate the abstract concepts being introduced

Outcomes: Attendees will leave with a better understanding of the purpose, content, and structure of the Collection Management Policy.  They will have tools and skills to immediately apply to writing and implementing a policy as well as training others in using the policy and applying it to not only selection and deselection, but customer service and other interactions with boards, government agencies, and the public.  

Sustainable Collection Management: Intellectual Freedom and the Collection Management Policy

Available as webinar and onsite.

Summary: One of the core values in libraries is Intellectual Freedom: ensuring free access to information.  Collection Management is one of the key areas in that mission.   Creating policies that ensure diversity and accessibility to information for our communities, while also valuing the different opinions in that community, can be challenging for the library organization.  It is important to understand the core concepts of intellectual freedom and how they apply to collection development so that your library is fulfilling its mission in your community.

After this workshop participants will

  • understand what ‘intellectual freedom’ means and ensure that collection management policies include and align with these concepts.
  • understand the processes for handling challenges to materials and services and be able to create appropriate procedures and documents for challenges.
  • be more aware of tools to assist with intellectual freedom concepts and collection management.

Objectives: To gain an understanding of Intellectual Freedom as defined by ALA’s Intellectual Freedom Committee and how it is applied specifically in the Collection Management Policy.

Method: Lecture with Q&A
Onsite: Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.
Webinar: use of real world examples to illustrate the abstract concepts being introduced

Outcomes: Attendees will leave with a better understanding of Intellectual Freedom and the Collection Management Policy.  They will have tools and skills to immediately apply to writing and implementing this aspect of the policy as well as training others in its use and application in not only selection and deselection, but customer service and other interactions with boards, government agencies, and the public. Every attendee will leave with ideas for improving and/or implementing the tenets of Intellectual Freedom in their organization.

Sustainable Collection Management: Weeding, Part One

Available as webinar and onsite.

Summary: “Weeding” in library circles is often a dirty word.  Why would we want to get rid of anything?  Maybe you have experienced a backlash or resistance from the community, persistent patrons, your board, your staff, or even yourself.   How we approach the task is as important as how we carry it out.  Preparation, publicity, timing, mindset, and creating your strategy all figure in the first steps of deselection.

After this webinar participants will

  • be able to assess materials and services in terms of selection and deselection.
  • understand how to take a more holistic approach to weeding in all areas of the library
  • create sustainable practices for ongoing weeding processes
  • create a comprehensive plan for a larger weeding project

 Objectives: To gain an understanding of the weeding process as a whole, including the behavioral aspects of staff and customers to the process, and to learn how to craft a comprehensive weeding plan.

Method: Lecture with Q&A Onsite: Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced. Webinar: use of real world examples to illustrate the abstract concepts being introduced

Outcomes: Attendees will leave with a better understanding of the purpose of weeding, how to integrate it into the selection process, and what is involved in getting everyone “on board”.  They will have the tools and skills to immediately begin creating a comprehensive weeding plan for their organization. Every attendee will leave with ideas for working with the public, as well as board and staff members, to create a transparent weeding process.  

Sustainable Collection Management: Weeding, Part Two

 Available as webinar and onsite. 
dumpster dive

Summary: Once you have created your plan for deselection what next?  There are many ways to determine what goes and what stays and usage and age are only two of them.  How do you deal with the digital collection?  What about resource sharing?  Should you sell, donate, or toss what you cull?  Are you applying this equally in all areas of your library including services related to collections? Make informed decisions without bias. After this webinar participants will

  • be able to assess materials and services in terms of deselection
  • be able to implement a project plan for larger weeding projects
  • have new ideas of how to dispose of weeded materials
  • be more aware of ways to communicate with stakeholders on weeding concepts and plans

Objectives: To effectively apply a comprehensive weeding plan, what to do with removed materials, and the ins and outs of determining what stays, what goes, and why.

Method: Lecture with Q&A Onsite: Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced. Webinar: use of real world examples to illustrate the abstract concepts being introduced

Outcomes: Attendees will leave with a better understanding of the criteria for deselection of materials.  They will have the tools and skills to immediately begin applying a comprehensive weeding plan for their organization.  Every attendee will leave with ideas for distributing the removed materials and communicating with stakeholders.

Customer Service Training with a Different Focus:
How Does This Fit in the Organization’s Mission?

Customer Service: Changing the Focus

Available as webinar and onsite

 Summary: Library Customer Service Training often focuses on the ‘problem patron’ rather than all of customer service.  Disruptive patrons make up only a small portion of the customers served.  Creating a holistic customer service culture that serves all of your customers, including staff and other businesses is key to successful customer service

  • What is customer service, really?
  • The basics of what the concept of customer service encompasses and how you can weave it into everything you do.
  • How labeling and creating policy and procedure around disruptive patrons sells the rest of your customers short and helps create the so-called ‘problem patron’.
  • “The customer is always right” is wrong. Giving the customer whatever they want, whenever they want it, under any circumstance creates policy nightmares, not to mention difficulties for other staff and customers.  How to be equitable and have a backbone without causing a scene.  Banish ‘problem patron’ from your vocabulary. Good customer service is not “keeping everyone happy”.
  • What to do when you really do mess up. Customer service doesn’t always mean having to say you are sorry.  Knowing when and how to apologize for bad service without making it a ‘win or lose’ situation.
  • Looking at the whole organization and staff as customers.  How can you improve marketing what you do to others in the organization?  Are you looking at what you do as a service for staff as well as customers? In-house customer service

Objectives:

To expand the focus of customer service from exceptions to create an inclusive vision of customer service.

Methods:

Lecture with Q&A.
Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.

Outcomes:

Attendees will leave with a better understanding of what a holistic view of customer service is.   They will have tools and skills that can be immediately applied to their daily activities.  Every attendee will leave with ideas for improving and/or changing current attitudes towards customer service.

 BREAKOUT SESSIONS

 Banish ‘Problem Patron’ From Your Vocabularygrumpy owl

 Available as webinar and onsite.

  Summary: Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small    portion of the customers served and every one of them has the potential to be labeled a ‘problem’. By labeling and creating policy    and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’.

Participants will:

  • Discover how they may be contributing to bad behaviors in the library
  • Learn how focusing on the behavior rather than the person changes the dynamic
  • Create a more inclusive vision of customer service that serves both patrons and staff

Objectives:
To expand the focus of customer service from exceptions to create an inclusive vision of customer service.

Methods:
Lecture with Q&A.
Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.

Outcomes:
Attendees will leave with a better understanding of how behavior affects customer service on both sides of the counter.   They will have tools and skills that can be immediately applied to their daily activities.  Every attendee will leave with ideas for improving and/or changing current attitudes towards customer service.