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Libraries for All: Serving People with Disabilities at Your Library

Libraries for All: Serving People with Disabilities at Your Library

It doesn’t matter if your library is small or large, public or school, rural or urban—all libraries serve people with disabilities. In this webinar, learn how you can be an advocate for people with disabilities at your library. Acquire best practices for inclusive customer service, explore strategies for making existing programs welcoming to all abilities, and learn how to build positive relationships with individuals with disabilities and local disability-related organizations in your community.

In addition, the presenter will provide:
• an overview of different visible and invisible disabilities
• inclusive library program and service ideas for all ages
• strategies for creating welcoming physical and virtual library spaces

Biography ~ Renee Grassi
Author, blogger, speaker, and trainer Renee Grassi is a recognized library leader and advocate for people of all abilities. Renee considers herself an ally for those with autism and other disabilities and has presented nationally and internationally to help libraries be more equitable and inclusive for all. In 2012, she was named a Library Journal Mover & Shaker for her work in this area. A graduate from Dominican University’s Library and Information Science Program and Illinois librarian for nearly ten years, she relocated to Minnesota in 2016. Renee is currently the Youth Services Manager at Dakota County Library, as well as Chair of her library’s Accessibility Team.

Welcoming Deaf and Hard of Hearing Patrons to Your Library

Welcoming Deaf and Hard of Hearing Patrons to Your Library

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In this interactive webinar, you’ll learn communication tips for interacting with deaf and hard of hearing patrons, information about American Sign Language and Deaf Culture, and even some basic ASL vocabulary to introduce yourself and help patrons navigate the library.
 
 
About the Presenter:
Kathy MacMillan is an author, nationally certified American Sign Language interpreter, librarian, and storyteller. She is the author of the Little Hands Signing series from Familius Press, as well as many other books for children and teens and storytime resource books for educators and librarians. She has presented hundreds of programs and workshops that teach basic ASL, and specializes in training library staff to better serve the Deaf community. Find out more about her programs and workshops, as well as ASL resources, at StoriesByHand.com.
Printable handouts, videos, and resource links: https://storiesbyhand.com/welcoming/

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Welcoming Deaf and Hard of Hearing Patrons to Your Library

The Accidental Teen Librarian

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Kids are staying out once school is over, eager to hang out with their friends and relax before the pull of homework takes over. But where do they go after school, before mom/ dad/caregivers leave work? To the library of course!

Libraries are the after school hangout for many communities. But this can mean problems too. Are you having trouble with your teens behaving in the library? Are some other members of the public (or staff!) treating them unfairly? Why do we need to be nice to teens anyway?

This class will address the topic of teens in the public library and how your library can be a safe, inviting, and happy place for teens (and staff!). We invite librarians from all departments to attend this workshop.

Presenter ~ Sarah Sogigian
Sarah Sogigian is the Executive Director of the Massachusetts Library System, a state-supported collaborative, fosters cooperation, communication, innovation, and sharing among member libraries of all types.
She spent years working in the public library field in a variety of roles. Sarah taught classes, led a Young Adult department, coordinated volunteers, and served as her library’s tech librarian. After leaving the public library, Sarah served as the Youth Services Consultant for the Metrowest and Boston Regional Library Systems before continuing in that role with the MA Library System. After becoming the Consulting and Training Services Director in 2015,  she moved into her current role in 2019. She has been an active participant with YALSA, serving on various committees for over 10 years, and was elected to YALSA’s Board of Directors for a 3-year term in 2012.

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Customer Service in a Digital World

Customer Service in a Digital World

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As our primary contact points with many users continue to move to the digital world, how do we deliver quality service in an online environment? During this session, we will look at customer service online.

We will explore:

  • Customer Service tips for online reference
  • Utilizing chatbots and other online help
  • Developing and managing mailing lists
  • Best practices for websites
  • Developing a connection with users via social media

This interactive workshop will help you engage virtual users and bring your online services to the next level.

Diana Silveira is a librarian and President of Novare Library Services, where she works with libraries to develop, implement, and utilize technology effectively. Previously, she was employed by the Tampa Bay (FL) Library Consortium and the Charlotte Mecklenburg (NC) Library. She has an MLIS from UNC-Greensboro and a BS in psychology from Catawba College. Her book, Library Technology Planning for Today and Tomorrow, published by Rowman and Littlefield in 2018, is now available.

Class Resources

Slides

Chat Log

In partnership with PLAN,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact PLAN.

Welcoming Deaf and Hard of Hearing Patrons to Your Library

Handling Negative Feedback Online: Strategies for Your Library

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We all dread it: the negative comment. Whether it’s on a blog post, in an email or on a social media channel, negative feedback can quickly demoralize us and leave us wondering how to handle it.
 
In this webinar we’ll examine the most common kinds of negative commentary and the best methods for handling each. We’ll also learn what differentiates an online troll from other kinds of negative users and what to do if you encounter one. Get ready to be a whole lot more prepared the next time one of those undesirable comments appears!

At the end of this one-hour webinar, participants will:

  • Be familiar with the 4 types of negative online feedback
  • Be aware of the 6 steps for handling negative feedback
  • Be able to define a troll and how a troll differs from other types of negative feedback

Presenter: Laura Solomon
Laura Solomon is the Library Services Manager for the Ohio Public Library Information Network . She has been doing web development and design for more than twenty years, in both public libraries and as an independent consultant. She specializes in developing with Drupal. She is a 2010 Library Journal Mover & Shaker. She’s written three books about social media and content marketing, specifically for libraries, and speaks nationally on both these and technology-related topics. As a former children’s librarian, she enjoys bringing the “fun of technology” to audiences and in giving libraries the tools they need to better serve the virtual customer.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Welcoming Deaf and Hard of Hearing Patrons to Your Library

Conflict in a Peaceful Workplace

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Conflict is inevitable, and can occur in many forms. In essence, conflict can occur anytime two or more people do not agree. This disagreement can lead to frustration which can then develop rapidly into anger and finally, if not handled, can degenerate to aggression and other forms of irrational behavior.

The outcome of conflict situations can vary greatly based upon the role each participant plays in the conflict. In this program, participants will better understand and learn some of the core principles of de-escalating internal and external conflict situations as well as the importance of maintaining their focus on achieving a peaceful resolution.

Participants will learn and begin to master:

• An awareness of the signs and triggers of an escalating conflict
• Verbal de-escalation techniques that work
• Wanting to argue and to “be right” that you are wrong

 

Presenter: Andrew Sanderbeck

Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen 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. He is the author of two books and over 50 webinars.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Effective Communication During a Conflict

Effective Communication During a Conflict

 

We learn to speak as early as nine months, but within a lifetime, few people learn to effectively communicate. Communication versus talking allows us to share, engage, build an understanding, and establish a sense of community. It joins us–unites us.
Communication transforms relationships and creates opportunity. But can we do this even if we disagree? Can we build relationships in the midst of an emotionally-charged conversation? Absolutely!

This interactive and informative webinar will give you the tools to navigate conflict, gain an understanding, and even elevate others along the way. We will develop communication tools to use during a conflict and formulate an approach to reach a desirable outcome during a confrontation.

As a result of this program, attendees will:
• See conflict as an opportunity, not a threat
• Learn a 3-step approach on how to confront
• Better understand blame vs. contribution in a conflict
• Learn ways to respond, not react in a conflict

Original broadcast October 15, 2020 

Handout

Biography ~ April Williams
April is the manager of Lancaster County Library in South Carolina. She is also an author, speaker, entrepreneur, editor, and a worship leader, who incorporates her love of music in many adult library programs. She also coordinates social media and marketing initiatives to promote library programs and educational opportunities.

April obtained her Bachelor of Arts in Organizational Leadership from the University of South Carolina and her Master of Library and Information Studies from the University of Alabama. She conducts workshops on leadership and communication and hosts a morning broadcast called Daily Dose LIVE that presents success tips to audiences worldwide. She is a certified life and management coach, who loves to propel individuals to success through personal and professional growth.

April and her husband, Todd, consult and train entrepreneurs in leadership, management, investing, and budgeting. They are the parents of five sons. When April is not working, she enjoys a cup of green tea, while reading Pride & Prejudice.

Delivering the Black Tie Patron Experience in the “New Normal” Economy

Delivering the Black Tie Patron Experience in the “New Normal” Economy

 

 

As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

In this interactive and informative program, you will discover four strategies that are needed to deliver a Patron Experience, in this “new normal” time period. If you have been on one of Bob’s webinars, he talks about the business we are all in first, is the Hospitality Business (or the People Business).

Join us and you will discover that there are four additional components of the Hospitality Business that we need to concentrate on, and implement as we get back to engaging with our patrons. Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

They are- Being in…
– The Connection Business
– The Engagement Business
– The WOW Business
– The Peace of Mind Business

Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

Handouts

Original broadcast August 25, 2020 

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.
As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

 

Self-Management to Focus on Patron-Centered Services

Self-Management to Focus on Patron-Centered Services

Libraries need to evolve — and the coronavirus has show us all that we can. How can we make the positive changes we have seen last? How could patrons be better served if your library did away with your cumbersome, siloed organizational chart, replacing Circulation, Reference, and Technical Services with a structure that speaks to the experiences patrons want to have? In this hands-on session, we challenge participants to consider a structure in service to patrons that prioritizes staff expertise, allows for significant cross-training, and empowers staff to manage their own time and participate more fully in organizational projects.

Handout

Original broadcast August 18, 2020

Biography ~ Stephanie Chase
Stephanie Chase is the founder of Constructive Disruption, a consultancy that focuses on c​ onstructively disrupting​ the status quo, using staff-and-user driven principles to unearth what’s possible in our organizations. With more than twenty years of experience in local and municipal government, serving communities ranging from the small and rural, resort communities, and some of our largest urban centers on both the east and west coasts, Stephanie is an accomplished innovator and change leader, with significant experience leading organizational design and effectiveness and change initiatives.
Most recently, Stephanie served as the Director of Libraries for Hillsboro, Oregon. Previously, Stephanie coordinated service strategies for BiblioCommons, was the Director of Library Programs and Services for The Seattle Public Library, a founding member and inaugural chair of national advocacy organization LibraryReads, and founded the Green Mountain (VT) Library Consortium, a statewide consortium serving 150 member libraries. In addition, Stephanie currently serves on the Public Library Association’ Board of Directors and the American Library Association’s governing Council.

An Empathetic Approach to Customer Service Training

An Empathetic Approach to Customer Service Training

 

 

This informative and interactive program addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group discussion, we will look at special and challenging situations such as code of conduct violations and difficult patrons.

Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.

Attendees will:
• Understand how their emotional responses influence patron interactions and several tools they can use to create more positive results
• Identify at least one of their own implicit biases and understand they it can affect the customer service they offer
• Hear at least one personal story about customer service that can be used to improve customer service in their library

Original broadcast July 28, 2020

Biography ~ Molly Myers LaBadie
Molly Meyers LaBadie has been in Libraries for over 17 years, she was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.