A Roadmap for Managing Conversations in Multiple Formats

A Roadmap for Managing Conversations in Multiple Formats

The phone on your desk is ringing—as is your cellphone—and your tablet is producing alerts requiring your attention. You have several people patiently—or impatiently—waiting for face-to-face assistance. Text and email messages are piling up. And now you’re receiving an online reminder that the Google Hangout (or Skype session or Zoom Session or or or) you scheduled with colleagues is starting in ten minutes.

In a world that often seems to require our attention 28 hours a day/nine days a week, we all at times feel overwhelmed by the challenge of keeping up not only with the flow of incoming requests for assistance but also by the challenge of understanding and most effectively using the communication devices that appear to be continually multiplying in our workplaces and in our personal lives.

This highly-interactive webinar will explore some of the technology we are using—or may soon be using—and ways we can more effectively work in the blended (onsite-online) environments that are at the heart of what we do to serve our libraries, our library users, and our extended communities.
Participants, by the time they leave the session, will:
♣ Be able to demonstrate familiarity with at least three time-management techniques that help us provide first-rate customer service
♣ Identify at least three ways that we can more effectively integrate our various tech tools into the day-to-day work we do serving our colleagues and other library users
♣ Have at least three resources they can explore to increase their ability to manage conversations in multiple formats


Original broadcast April 16, 2019 

Biography ~ Paul Signorelli
Paul, co-author of Workplace Learning & Leadership with Lori Reed, served as director of staff training for the San Francisco Public Library system before becoming an independent writer-trainer-instructional designer-presenter-consultant. He designs and facilitates online and face-to-face learning opportunities throughout the U.S.; is active on New Media Consortium Horizon Report advisory boards/expert panels, in the Association for Talent Development (ATD–formerly the American Society for Training & Development ) and American Library Association Learning Round Table; and explores innovations in onsite and online training-teaching-learning and community partnerships.

The Give and Take of Criticism

The Give and Take of Criticism


Giving and receiving criticism are two sides of the same coin: Improve workplace productivity and build healthy workplace relationships by means of precise communication during civil conversations. Sometimes, by necessity, the message is not positive, but it can be delivered with respect.

Topics include keeping your cool, staying specific and on track, removing the drama from the dialogue, avoiding the “laundry list” of past mistakes and misunderstandings, the danger of “hit-and-run” conversations in hallways at 5 pm, keeping to a schedule, and documenting agendas and agreements

At the conclusion of the webinar, participants will be able to:
• Plan a successful meeting for providing feedback to an individual or a group.
• Craft and refine your messages and responses by preparation and practice.
• Develop strategies for reducing defensiveness whether giving or receiving criticism.
Making respectful feedback part of the culture of your library or larger institution among library staff members and customers.


Original broadcast April 18, 2019 

Biography ~ Pat Wagner
Pat Wagner and her husband Leif Smith own Pattern Research, Inc., a 44-year-old training, research, and consulting business. She has worked for libraries and higher education as an educator and consultant since 1978, focusing on behavioral and organizational skills that support institutional and personal success. Her specialties include conflict management, customer service, marketing, supervision, project management, and ethics. She has been a frequent visitor to Florida libraries and is known for her practical and good-humored programs.She lives in Denver with her husband and two pushy cats.


The 5 Lies Managers Tell Themselves About Their Employees

The 5 Lies Managers Tell Themselves About Their Employees

Managing others is one of the hardest and sometimes one of the most rewarding responsibilities that you will have in your career. It affords us many opportunities to make mistakes and poor decisions and (hopefully) learn how to do better the next time.

In the midst of managing others it is easy for managers to lie to themselves about their employees, and in-turn make everyone’s jobs harder and less fulfilling. These lies create blind spots that many times, the manager him/herself simply do not see.

This interactive and informative webinar explores these 5 Lies and what we can do see a different truth about them:

1. My employees have an attitude problem

2. My employee’s work doesn’t need follow-up from me

3. My employee’s performance will miraculously improve

4. My employees think I’m a great boss

5. I can motivate my employees/I know how to recognize them


Original broadcast April 9, 2019

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.

How to Create a Future-Proof Nonprofit Communications Strategy

How to Create a Future-Proof Nonprofit Communications Strategy


The human brain is inundated with the equivalent amount of 34 gigabytes of information daily – enough to overload a laptop within just a few days. Blogger Mark Schaefer coined the term “content shock” to describe the inevitable reality in our noisy, cluttered digital world: too much content and not enough time to consume all of it.

We know that the attention of our supporters is the most precious resource. So how can we as marketers and communicators get our message to rise to the top?

Success in today’s digital age is NOT about the tools, the platforms, and the shiny new objects. Effective communication means building genuine connections with your audience through the stories that you tell. In this webinar, digital storytelling expert Julia Campbell will walk you step-by-step through the creation process of your very own future-proof communications strategy.

Key takeaways:
– How to navigate changes and trends in the current digital and social media marketing landscape – what
nonprofits must know and what is  just hype
– The 2 content pillars of an effective and engaging nonprofit communications strategy
– How to build your nonprofit communications plan for the next 3 months
– Several free and low-cost digital tools to enhance your nonprofit marketing
– Real-world examples from small nonprofits and libraries who are getting it right

Original broadcast April 10, 2019

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.

Take Your People Management Skills to the Next Level

Take Your People Management Skills to the Next Level


Are your inboxes overflowing? Does work spill out onto every available surface? Do you want complete more in less time while making it look effortless? In this webinar, you will learn the best practices for workflow management inspired by internationally recognized best practices.

In the course of the webinar you will learn:

• The five phases of workflow
• The key questions to ask that advance any item on your desk
• The role of functional folders for sorting actionable items
• The importance keeping it all up to date with a regular review



Original broadcast March 27, 2019


Biography ~ Maggie Rose
Maggie Rose is a librarian at the Twinsburg Public Library in Ohio. She coordinates the library book displays and is responsible for the audio book and board games collections. Maggie also teaches computer classes and sits on the Reference and Information Services Division and Adult Services Division Action Councils for the Ohio Library Council.
Maggie started library work in 5th grade as a shelver and volunteer in her school library. As a teen, she started shelving in her local public library and has held many library positions since. Maggie graduated summa cum laude from the University of Akron with a BA in English and minor in classical studies. She received her MLIS from Kent State and has been working as a librarian for six years.
Maggie loves gardening, camping and her boisterous family, which consists of a spouse, a boy, a girl, a dog, 5 cats, and 9 chickens.

Leadership is a Verb, Not a Noun

Leadership is a Verb, Not a Noun


We know there are many types of leadership styles, but leadership as a verb? It is when you consider leadership as the social process shared by all members of your organization.

In this interactive and informative webinar, you will be challenged to think a little differently when it comes to Leadership. It is moving away from a command/control practice to a collaborative practice of leadership.

When you move to this type of leadership, where you get people in your library or department involved in the process, it has the opportunity to create greater retention, engagement and loyalty.

As a result of this program, attendees will:

• Gain an understanding of the practices that support collaborative leadership
• Explore how to implement those practices within your organization
• Discuss the importance of individuals at all levels taking initiative and acting in ways that support the achievement of the enterprise vision and objectives

Original broadcast March 14, 2019

Biography ~ Bob Pacanovsky
What do 25 national Pro Football Hall of Fame Induction Parties, training for a large support business for the 2016 Republican National Convention and creating over 7,000 meetings and events have in common? All of them received The Black Tie Experience courtesy of Keynote Speaker/Facilitator, Bob Pacanovsky.

Bob 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.

How to Write Effective Survey Questions to Get Useful Data

How to Write Effective Survey Questions to Get Useful Data

Is your library planning for upcoming services, programs, or events? They’ll be more successful if you know what sorts of things the people in your service area truly want and need. Great marketers and planners don’t guess what people want, and they don’t presume to already know. They ask!
Still, doing a “simple survey” isn’t all that simple. If you don’t know exactly how to write and ask the questions, you may find out later that you didn’t get any actionable data. Marketer and wordsmith Kathy Dempsey can prepare you to avoid survey pitfalls.

Sign up for this webinar so you’ll understand the tactics:

Every word you choose matters
Beware open-ended questions
Always avoid library lingo
Never ask about “interest.”
Ask the same question more than once
Write, test, tweak, repeat
What makes people take surveys?
This webinar will also touch on how to distribute surveys to get good response rates.


Original broadcast March 12, 2019

Biography ~ Kathy Dempsey
Kathy Dempsey wrote the popular how-to tome The Accidental Library Marketer, and founded her own marketing consultancy, Libraries Are Essential (www.LibrariesAreEssential.com). Her work is dedicated to helping librarians and information professionals promote their value and expertise in order to gain respect and funding.

Kathy has been the Editor of Marketing Library Services newsletter for 22 years, and was formerly Editor-in-Chief of Computers in Libraries magazine. She’s an active member of the New Jersey Library Association, and Chair of the Library Marketing and Communications Conference (www.LibraryMarketingConference.org).

This writer, editor, and marketing maven has been giving presentations across the U.S. and Canada for 20 years, always sprinkling them with humor to make marketing concepts more interesting and accessible. She continues to fight the stereotypes that librarians are boring and that “”marketing”” is a dirty word.

I Spy: Intellectual Freedom Issues at Your Library

I Spy: Intellectual Freedom Issues at Your Library

Libraries have embraced technologies such as ILS, security cameras and social media, along with patron conveniences such as self-check out, open hold shelves, and Internet computers. But do these conveniences jeopardize our core value of patron privacy–the right to read and develop ideas free from unwanted surveillance?

Join Teresa Doherty and Rebecca Lamb, members of the Virginia Library Association’s Intellectual Freedom Committee, for a virtual tour through library spaces. They will help you identify and address privacy and intellectual freedom issues that may be part of your library’s services and practices.

Attendees will learn how to:

Identify privacy and intellectual freedom issues in library spaces, circulation systems, social media, and more
Implement best practices for Intellectual Freedom issues
Protect their institution with policies and procedures
Advocate for patron privacy within their institution



Original broadcast February 19, 2019

Biography ~ Teresa Doherty
Teresa Doherty, MLIS, is the Assistant Head for Information Services and Teaching and Learning Librarian at Virginia Commonwealth University Libraries in Richmond, Virginia. She manages the main service point in a busy 24-hour library, teaches information literacy to undergrads, provides quality control of the libraries’ chat and text service, and tweets on behalf of James Branch Cabell Library. She was a member of American Library Association’s Intellectual Freedom Committee from 2008-2018 and currently organizes the Virginia Library Association’s annual Banned Books Week display contest.

Rebecca Lamb, MLA, MLIS, is the Adult Services Librarian at Waynesboro Public Library in Waynesboro, Virginia, and has more than twenty years experience in museums and both public and academic libraries. She became involved in IF after receiving the Freedom to Read Foundation’s Judith F. Krug Memorial Fund Scholarship to participate in their collaborative course on Intellectual Freedom & Censorship at the University of Illinois iSchool. Her IF low: censorship of the newspaper she edited in high school. Her IF high: winning the VLA Banned Books Week display contest–twice.

Managing the Media When a Crisis Strikes Your Library

Managing the Media When a Crisis Strikes Your Library


Mainstream media and social media platforms have changed dramatically in the last decade. Libraries who don’t understand the motives, cycles, deadlines, and methods of today’s “Multi-Media Journalists” (MMJs) run the risk of being portrayed badly in the Court of Public Opinion. This session teaches library participants how to successfully prepare for news conferences, radio shows, TV appearances, Skype interviews, blog interviews, magazine and newspaper interviews.

Especially in a crisis, press kits and information about your library’s products and services may have to come from you, especially if you don’t have a crisis communications specialist on staff. Since the Internet lives forever, you may only have once chance to get your message right.


Original broadcast January 31, 2019

Biography ~ Dr. Steve Albrecht
Since 1987, Dr. Steve Albrecht has consulted and trained on issues related to HR and security issues, team performance, conflict reduction, and social intelligence. His Colorado-based firm specializes in performance-improvement training, coaching, and leadership skills.He has consulted with Fortune 500 firms, banks, utilities, hospitals, colleges and universities, aerospace, the military, fire and law enforcement, and city and county governments in the U.S. and Canada.

He has worked as a trainer and consultant for the 122-city California Joint Powers Insurance Authority and CSAC-EIA, which covers all 58 California counties, since 1999.

Highly Effective Community Partnerships

Highly Effective Community Partnerships


How can you take your community partnerships from “good” to “amazing”? We are all looking for ways to deepen our community engagement with partners who share our goals. But it can be tough to know how to pick the right partners, develop the right initiatives, or move from one-off collaborations to truly impactful, ongoing relationships.

Staff time to do this work is limited, so we need to understand how to make the most of our opportunities.

In this interactive and informative webinar, participants will learn how to:

Assess a partnership’s level of engagement, and identify strategies for deepening it
Approach new partnerships in a way that may lead to more meaningful engagement
Understand when to stop pursuing a partnership
Reference examples and lessons from real-world partnerships at various levels of engagement



Original broadcast January 24, 2019

Biography ~ Audrey Barbakoff
Audrey Barbakoff is an enthusiastic and dedicated public library leader and librarian. She is passionate about public service!Audrey isthe Community Engagement and Economic Development Manager for the King County Library System in Issaquah, Washington.She is the author of two books, Adults Just Wanna Have Fun andProgramming for Emerging Adults, as well as a frequent and enthusiastic public speaker.