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Category Archives: Library Training Webinars

Successfully Developing Employees Through Coaching

Getting to Yes

Some library organizations are seeing the benefits of using coaching with their people. Many organizations do not feel ready to have their managers take on a coaching role. In a 2016 survey of nearly 800 managers and leaders by SHRM/Globoforce, 93% of those surveyed said that their managers needed training to effectively coach their employees.

Whether you are wanting to improve communication, better explain expectations and goals, help an employee improve their performance or learn a new skill, coaching is an effective process to achieve results.

In this interactive and informative program, participants will learn about and begin to master:

  • What Coaching Is and Isn’t
  • When to Coach vs. Manage
  • The Benefits of Coaching to the Employee and the Coach
  • The Do’s and Don’ts of Coaching
  • How-To Coaching Strategies and Techniques (Including Forms to Use)

This workshop is an invaluable investment for managers and supervisors and their organizations.

View Archived Webinar: Online

Presenter: Andrew Sanderbeck

Sponsors: Utah State Library

Date: December 7, 2017

Categories: 2017 WebinarsLeadership Webinars

Beyond Basic Searching with NoveList Plus

Beyond Basic Searching with Novelist Plus

NoveList has some great resources right on the home page but there are some hidden gems you might not know about. Learn a few search strategies that can quickly uncover new recommendations or lists. Explore the Advanced Search limiters and use field codes to specify exactly what you want NoveList to search. Only have 10 minutes to share NoveList tips at an upcoming staff meeting? We’ve got you covered. How about creating a book display with past Beehive Award winners? Or emailing a book list to a reader? Easy peasy!

Join us for this fast paced session as we “turn the page” and dive deeper in NoveList Plus and all it has to offer!

View Archived Webinar: Online

Presenter: Lisa Dennis, EBSCO

Sponsors: Utah State Library

Date: October 5, 2017

Categories: 2017 WebinarsUtah’s Online Library Webinars

Customer Service Webinars

View archived Customer Service Webinars.

September 18, 2017
Getting to Yes
Cheryl Gould
July 18, 2017
Changing Models of Customer Service
Pat Wagner
May 9, 2017
Dealing with Difficult Behavior
Carrie Rogers-Whitehead
September 27, 2016
Discovering Possibilities in Every Encounter
Marie Radford
March 22, 2016
Handling Angry Customers with Tact and Skill
Andrew Sanderback
March 15, 2016
The Customer Service Experience in Your Library
Andrew Sanderback
 

Strategic Planning 101

Strategic Planning 101Strategic planning is similar to preparing for a family trip. You do some research, figure where you want to go – and how you will accommodate the conflicting desires of parents and siblings – align calendars, check the budget, and figure out how you will launch the trip, including getting the car tuned and finding a trustworthy place to board the cats. What maps will you need? How much time do you have? And what are your plans for motels, food, and activities? Everyone needs to be in the same car, headed in the same direction.

Learn the basics of research, organization, and evaluation and how to keep the strategic planning process simple and effective, even if your library is small, rural and/or under financed.

Agenda

  • Research: People, Places, Things, Numbers
  • Principles, Values, Missions and Visions: Years And Decades
  • Objectives, Strategies, and Goals: Months, Quarters, And Years
  • Tactics, Tasks, and Implementation: Daily, Weekly, And Monthly
  • Evaluations: How Will We Know We Were Successful?
  • Resources

Outcomes

  • Provide an easy-to-understand language for creating and explaining the planning process.
  • Involve staff, library users, and members of the community.
  • Use project management techniques to ensure the plan is implemented.
  • Focus on the goals of library user and the community and institution(s) you serve.

View Archived Webinar: Online

Presenter: Pat Wagner

Sponsors: Utah State Library

Date: October 10, 2017

Categories: 2017 Webinars | Planning Webinars

Getting to Yes

Getting to Yes

This workshop is intended to help staff break free from saying “No” to patrons as a general rule, and to get to the “Yes” in every transaction. We’ll explore our mental models of customers, our jobs and the mission of the library. We’ll practice seeing things from the patron’s perspective and then use the groups creativity and experience to create a better customer experience and hopefully better job satisfaction for all.  Pre-workshop: please keep a log for one week of the times you or other staff say “No” to customers.

View Archived Webinar: Online

Presenter: Cheryl Gould, Fully Engaged Libraries

Sponsors: Utah State Library

Date: September 18, 2017

Categories: 2017 Webinars | Customer Service Webinars

Changing Models of Customer Service

Changing Models of Customer Service Webinar

Customer service in libraries is transforming, from fixed hours with a physical location to 24 hour virtual services, from waiting in line at a service desk to having the library employee find the lost customer in the stacks, from being a repository for books to a distribution center for information in all types of format, and from being a place where entertainment and education is about reading to a site that hosts events and offers hands-on learning. Learn about trends that are impacting even the smallest libraries in more traditional communities.

Agenda

  • What is Changing, and Why?
  • Empathy: How We Treat People
  • A New Rulebook: Questioning Standard Policies
  • The Physical Environment: Moveable Walls
  • New Services: Library Surprises
  • Technology and the Library Without Walls
  • First Steps

Outcomes

  • Create new strategic goals to ensure your library stays relevant to community and institutional needs.
  • Avoid some common mistakes when initiating changes in customer service policies.
  • Research the customer service successes and failures of other libraries of similar size around the United States

View Archived Webinar: Online

Presenter: Pat Wagner

Sponsors: Utah State Library

Date: July 18, 2017

Categories: 2017 Webinars | Customer Service Webinars

Bridges to Citizenship

Bridges to Citizenship

This webinar was conducted by the U.S. Citizenship & Immigration Service (USCIS) to teach librarians how to expand and enhance their services for immigrants in Utah.

In this 1 hr. training Amber Vasek, USCIS Community Relations Officer, will explain (1) the unlawful practice of immigration law and how it could affect librarians, (2) resources available to librarians and patrons, and (3) how to create a partnership between the library and USCIS.

USCIS understands that libraries play a critical role in serving immigrant communities.  In fact, more than 55% of new Americans use the public library at least once a week. There, they find a trusted environment, resources, and community connections. For many people new to the United States, libraries serve as a gateway to citizenship. Since 2013, IMLS has worked with USCIS to help libraries provide accurate and useful information about immigration and citizenship benefits, promote an awareness and understanding of citizenship, and ensure the integrity of the immigration system.

View Archived Webinar: Online

Archived Webinar Documents:

Presenter: Amber Vasek

Sponsors: Utah State Library

Date: June 8, 2017

Categories: 2017 Webinars | Immigration & Citizenship Webinars

Engaged Planning for Rural Libraries

Engaged Planning for Rural Libraries

Which communities are served by your library? What are the aspirations of those communities? How can your library help them get there? These answers can be found via your planning process. Cindy Fesemyer will walk you through the steps you might take as you begin planning for your rural library and the community it serves. Starting with a brief peek at data collection options, the webinar will focus on what it means for your library to “turn outward” and secure its place at the heart of your community.

View Archived Webinar: Online

Presenter: Cindy Fesemyer

Sponsors: Utah State Library

Date: June 13, 2017

Categories: 2017 Webinars | Planning Webinars