Customer Service AMA (Ask Me Anything)

Customer Service AMA (Ask Me Anything)


Do you find interactions with customers to be one of the bigger challenges and delights of working in your library? Customer behaviors run the scale from pleasant to neutral to well, outrageously bad. And for the people working in customer service and those that supervise and manage them, working with the public can indeed be as Forest Gump said “like a box of chocolates…you never know what you’re going to get.”

Participants in this interactive webinar will learn customer service tips and tricks from Andrew and will share among themselves. Topics for discussion include:

• Specific verbiage to use with customers
• The “new and better ways” to ask ‘Can I Help You?’
• Approaches to working with challenging customer situations
• Ways to improve the customer experience
• How to stay fresh and refresh in a customer service position
• Ways to build customer relationships


Original broadcast January 16, 2020

Biography ~ Andrew Sanderbeck
Andrew has experienced life as a commercial disc jockey, retail manager, corporate training manager and an adjunct professor. Today, he thrives as an introverted entrepreneur, spouse, parent and grandparent who loves animals, people, books, music, spiritual conversation, quiet time and travel. (The order varies from day to day)

People tell Andrew that they love his inspirational online publication, The Friday News Minute – which like Andrew, does not go out every Friday.

A Dungeon Master in the Library: Women, Libraries, and Role-playing Games

Your webinar will be held on February 11, 2020,  10:30 am – 11:30 am  ET.

Login here: http://connectpro85922111.adobeconnect.com/rfbxtdro9po2/

Within 7 days, the recording of this session will be available in our On-Demand section.

Do you have Dungeons & Dragons (D&D) books in your stacks? The popularity of a fantasy game from the 70’s might not be on your radar, but it definitely should be and I’m here to tell you why.

Live-streaming shows with millions of viewers like Critical Role and Adventure Zone and the prevalence of D&D in fictional shows like Stranger Things have brought role-playing games (RPGs) back into the spotlight. It’s not just guys hiding in their mom’s basement playing all night at a card table with caffeine and sugar to fuel them. More people than ever are playing due to a 2014 revamp, making D&D more inclusive, along with other innovative and creative systems that allow people of all ages an easy entry into a game.

Whether it fits into your library’s budget, or not, role-playing games have a multitude of benefits for the people that play them. In this webinar, I will help you understand what RPGs are and why you should advocate to include them in your library collections and programs. I will also share some great resources that allow easy access to you and your patrons. I’m a champion of RPGs and I want you to be too!

You will learn:

A short history of RPGs, women that are at the forefront of their renaissance, and new and popular publications adding amazing depth to the world of role-play gaming
Some of the many benefits of playing an RPG and how that can be a strength for your library
How to access free and low cost materials for starting your own campaign or library program
Where to find RPG support and how-tos when you need them

Biography ~ Erin Stachowiak
Erin has worked in the library field for over 13 years and earned her MLIS from San Jose State University in 2016. She is currently one of the Collection Librarians at Arapahoe Library District in Colorado and oversees the media, graphic novels, and electronic resource collections for their 9 branches. Erin has been on multiple panels discussing some of her favorite things like comics, films, RPGs and more at past Denver Pop Culture Cons. She can be found in her basement every Saturday night, playing a 15th level Tengu cleric that’s fighting to save the world.


How to Crush Your Nonprofit Marketing Goals in 2020 With A Plan and Calendar

How to Crush Your Nonprofit Marketing Goals in 2020 With A Plan and Calendar



Did you begin the year with lofty marketing goals for your nonprofit? Are you on track to achieve those goals? Do you need help mapping out a nonprofit marketing calendar that will get results in 2020? In this comprehensive webinar for nonprofits and libraries, you will learn:

– The top five digital marketing trends for nonprofits in 2020;
– My step-by-step guide to building your own digital marketing calendar;
– Your very own Made-to-Order 2020 Marketing Calendar template for you to customize with your promotions, events, and
– How to build in accountability and follow through as you work the plan;
– Free and low-cost tools to use to save time and inspire creativity when creating content in the new year.

Join social media and digital fundraising expert Julia Campbell to walk through the secrets to creating a plan and a customized marketing calendar that you can actually use to crush your goals in 2020 , and some creative ideas and inspiration to boot!


Original broadcast January 15, 2020 

Biography ~ Julia Campbell
Julia Campbell has a long history of helping nonprofits find success using digital storytelling strategies. After 10 years in the nonprofit sector as a small shop development and marketing director, she founded J Campbell Social Marketing, a boutique digital marketing agency based north of Boston.

Julia received her Bachelor’s in Journalism & Communications from Boston University and earned a Master in Public Administration from Old Dominion University as well as a Certificate in Nonprofit Management from Tidewater Community College.

A Boston native, a Returned Peace Corps Volunteer, a mother of two, and a lover of activism and social causes, Julia helps nonprofits build movements and connect with supporters by effectively harnessing the power and potential of online marketing and social media tools.

Julia’s clients include small community-based nonprofits and large universities. She also offers small group coaching sessions, workshops & seminars and online trainings. The author of Storytelling in the Digital Age: A Guide for Nonprofits, Julia’s blog about online fundraising and nonprofit technology is #3 on the Top 40 Nonprofit Marketing Blogs and Websites for Nonprofit Marketers and Fundraisers and is consistently featured in the list of Top 150 Nonprofit Blogs in the world.

Julia has been featured on Maximize Social Business, About.com, MarketWatch, Alltop, Salon, Social Media Today, Forbes and Business 2 Community.

Project Management

Project Management


Start the new decade off, with help creating a toolbox of skills and resources to help you organize and bring projects to life.

Whenever you are putting a project together, it is essential to keep timelines in check, follow up, and watch out for scope creep. In this webinar, Brian Pichman will discuss different project management techniques and certifications to help you not only have a successful project but more importantly, a well defined and detailed project launch.

By having a solid foundation and a few easy-to-use tools, you can significantly reduce that project management stress and be more excited for the next project you tackle!


Original broadcast January 8, 2020

Biography ~ Brian Pichman
Brian Pichman is a technology enthusiast, sharing his thoughts and ideas to libraries so they can become more interactive, innovative, collaborative, and engaging He is a web developer with experience designing websites. Brian started a collaborative platform called the Evolve Project which aims to change the way people see libraries by introducing new technology and concepts for libraries. Libraries need to re-position themselves as community anchors in order to succeed in today’s culture.

Putting the “Relationship” in Media Relations

Putting the “Relationship” in Media Relations


Libraries rely on earned media coverage as a way to get the word out about their services and programs. However, as the media landscape shifts and shrinks, we can no longer rely on traditional tactics like press releases to garner media coverage.

Using case studies, we will look at ways to build relationships with reporters and producers at traditional media outlets, as well as the entrepreneur-minded owners of new media outlets. We will talk about the importance of reaching out to potential media partners before we want something, so we can learn more about their goals and business models. Then we will discuss ways to work with the media to generate coverage and give it longer and broader life on social media.

Takeaways from this program will include:
• Learning how to build relationships with the media when you aren’t promoting something
• Increasing your “”earned media”” potential to reach broader audiences
• Seeing real-life case studies of successful media partnerships
• Learning how to leverage the “”new media”” of paid and editorial content




Original broadcast January 9, 2020

Biography ~ Cordelia Anderson
Cordelia Anderson has twenty years’ experience creating marketing and communications strategies for highly visible organizations. During her tenure as Director of Marketing & Communications for Charlotte Mecklenburg Library, she implemented many innovative marketing and communications strategies that earned her team the inaugural Library Journal Marketer of the Year Award and the John Cotton Dana Award. Cordelia now runs her own consulting company, working with clients in libraries, educational organizations, nonprofits and governments. She has spoken at many meetings and conferences, including the American Library Association Annual Conference, Internet Librarian, Computers in Libraries and Library Marketing & Communications Conference.

The New Basics of Professional Customer Service

The New Basics of Professional Customer Service



The landscape of what customers expect in professional customer service from organizations continues to change at a frantic pace. What was “good enough” yesterday, likely is “bad enough” to lose a customer today.

While we can’t ignore the impact and benefits of the online experience and their impact on how customers view “human-less service”, the need for organizations to provide professional customer service experiences continues to differentiate the organizations that create loyal customers and fans, versus those that get-by, survive and potentially even fail.

This interactive and informative program explores two critical customer service competencies:
1. Professional customer service expectations from the eyes of the customer and;
2. A road map to creating new internal professional customer service expectations for your organization




Original broadcast January 7, 2020

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

An Introduction to Universal Design for Learning

Your webinar will be held on March 31, 2020  2:00 pm – 3:00 pm  ET.

Login here: http://connectpro85922111.adobeconnect.com/rfzcvi2xacvc/

Within 7 days, the recording of this session will be available in our On-Demand section.


According to CAST, “Universal Design for Learning (UDL) is a framework to improve and optimize teaching and learning for all people based on scientific insights into how humans learn.” In this interactive and informative session, Lauren will introduce the attendees to the UDL framework and provide examples of how using the framework impacts learning.

Concrete ideas and strategies will be discussed for those that teach or train in Academic and Public libraries. Attendees will walk away with practical ideas for how to implement UDL in their own teaching.

As a result of this program, attendees will:

• Recognize the main components of Universal Design for Learning
• Consider ways to apply Universal Design for Learning in their own teaching
• Reflect on what they want to change to incorporate Universal Design for Learning


Biography ~ Lauren Hays
Lauren Hays, PhD, is the instructional and research librarian at MidAmerica Nazarene University in Olathe, KS where she enjoys teaching and being a member of her institution’s Faculty Development Committee. She has co-presented at the annual conference for the International Society for the Scholarship of Teaching and Learning and was the 2017 speaker on SoTL for the Association of College and Research Libraries’ Student Learning and Information Literacy Committee’s Midwinter Discussion. Her professional interests include SoTL, teaching, information literacy, educational technology, library and information science education, teacher identity, and academic development. On a personal note, she loves dogs, traveling, and home.

Young Professionals Webinar: Seven Workplace Concepts…Learned the Hard Way

Your webinar will be held on March 26, 2019,  2:00 pm – 3:00 pm  ET.

Login here: http://connectpro85922111.adobeconnect.com/rwpmhihnh0h8/

Within 7 days, the recording of this session will be available in our On-Demand section.



What is something that all of us have and that we work really hard to perfect, but now, due to our technology, it can be damaged as quick as 10 seconds?
I’m looking forward to giving you the answer to this riddle and more when I present “Seven Workforce Concepts…Learned the Hard Way”
No one told me these things when I was a young professional and I want to make sure that you have a competitive advantage over your peers. It is all about creating an Impression that LASTS today in our workforce.

Participants will learn:
– How to outclass your competition by learning the secrets to the 7 workplace concepts
– How to “Show Up” by following the acronym LASTS
– Why Dining and Social Skills are really more important than you (and our society today) think they are!
– Why you need to always improve your ROR more than the ROI

Biography – Bob Pacanovsky
Bob Pacanovsky has achieved Professional Member status of the National Speakers Association. He has spoken to numerous companies, colleges and organizations, including the national American Bus Association Conference, the national Catersource/Event Solutions conference in Las Vegas, the Ohio Society of Association Executives and many, many more.

Employee Engagement and Employee Morale: What You Need to Know About Both for Your Organization

Your webinar will be held on March 23, 2020, 2:00 pm – 3:00 pm  ET.

Login here: http://connectpro85922111.adobeconnect.com/r98gb6u1lba8/

Within 7 days, the recording of this session will be available in our On-Demand section.





In management circles there are a lot of conversations about employee engagement but not as much about employee morale. Are the two concepts essentially the same thing or do they share marked differences? How much energy should we put into employee morale anyway? Is it worth the time investment to build a high degree of employee morale?

We know that organizations with high employee morale experience less turnover and are much more productive than organizations with low morale. And organizations with high morale are more innovative and creative and employees are more willing to put forth a greater degree of discretionary effort.

In this interactive and informative program, we will discuss some of the distinctions between employee morale and engagement and how contrary to popular belief it is possible to have one without the other. We will also discuss some of the most important building blocks of employee morale and how to sustain high employee morale over the long term.

Biography ~ David Seckman 
David Seckman, MLS, has been studying the best practices that create the conditions for high performing teams for the last several years. David wants to shine a light on the often-overlooked emotional component that drives excellent employee morale and engagement.
As an independent consultant and trainer, he is especially interested in how people at all levels of organizations can work together to transform the culture of an organization to bring a sense of fun and joy to the workplace.  With over 10 years of experience as a Library Manager he puts these concepts into practice on a daily basis.

Creating and Maintaining a Relevant and Diverse Graphic Novel Collection

Your webinar will be held on March 19, 2020,  2:00 pm – 3:00 pm  ET.

Login here: http://connectpro85922111.adobeconnect.com/r5343nmar9k1/

Within 7 days, the recording of this session will be available in our On-Demand section.




How many graphic novels have you read in the past year?

Some of your patrons are in their local comic shop every Wednesday, when new individual issues are released. Total sales for graphic novels, individual comic issues, and digital comics topped $1.09 billion in 2018. Their popularity continues to increase with readers and publishers alike and they should have a prominent place in your collection. Every year, an increasing number of new, different, and diverse stories are being published, especially for kids. Fresh imprints from major publishers are finding new readers of all ages. The stories they contain range from superheroes to poignant and melancholic autobiographies. Graphic novels tell stories for almost everyone.

Get some answers to your questions – whether you have a dedicated graphic novel collection or you’re just becoming familiar with this fun and exciting format. We’ll take a look at where graphic novels began and their importance in the library, along with the different ways you can acquire and catalog them. You’ll get hints on how to maintain and keep your collection fresh and circulating, and learn about many useful tools that are available. I love graphic novels and want your collection to shine, whether you’ve read one in the past, or not!

We will go over:
A short history of graphic novels as a unique art form and how they promote learning and literacy
How to think outside the usual publisher/vendor box when purchasing and organizing your collection
Strategies to help manage your collection, including weeding and floating
Some great tools to work graphic novels into advisory and displays

Register here for the live webinar or to have early access to the recording when it becomes available – all in this place! No need to register in a separate place for recording access.

Biography ~ Erin Stachowiak
Erin has worked in the library field for over 13 years and earned her MLIS from San Jose State University in 2016. She is currently one of the Collection Librarians at Arapahoe Library District in Colorado and oversees the media, graphic novels, and electronic resource collections for their 9 branches. Erin has been on multiple panels discussing some of her favorite things like comics, films, RPGs and more at past Denver Pop Culture Cons. She can be found in her basement every Saturday night, playing a 15th level Tengu cleric that’s fighting to save the world.

Florida Library Webinars will be closed on Monday January the 20th in observance of Martin Luther King Jr. Day!