List of Mini-Conference Sessions: "Reinventing Libraries for a Post-COVID World," a Library 2.0 Event

Our second Library 2.021 mini-conference: "Reinventing Libraries for a Post-COVID World," will be held online (and for free) on Thursday, June 17th, 2021, from 12:00 - 3:00 US-Pacific Time. The list of accepted concurrent sessions is below!

In the wake of the COVID-19 pandemic, librarians have been faced with all manner of challenges as they have worked to bring their service, resources, and events into the virtual realm. Unsurprisingly, librarians have not only met this challenge but thrived in bringing new dynamic digital content, engaging virtual programming and instructional events, and exciting online such as virtual book clubs, gaming tournaments, and even makerspace activities to their patrons.Please join us as we discuss the ways librarians have adapted and evolved their service offerings for a post COVID world.

This event is being organized in partnership with Ellyssa Kroski, the Director of Information Technology and Marketing at the New York Law Institute as well as an award-winning editor and author of 60 books.

This is a free event, being held live online and also recorded.
REGISTER HERE
to attend live and/or to receive the recording links afterward.
Please also join this Library 2.0 network to be kept updated on this and future events. 

ACCEPTED SESSIONS (the actual conference schedule will be published next week):

• A Triumphant Return to the Library: Tips & Tricks for Our New Normal, Molly Virello, Head of Children's Services, Southington Public Library & Museum
• Creating Community in the Cloud, IdaMae Craddock, Albemarle County Public Schools
• Engaging Adult Gamers during the Pandemic Year, Edward Mayberry, San Antonio Public Library | Lorin Flores | Yanel Cepeda
• Flexible Work Arrangements: Managing Remote, Bridgit McCafferty, Dean, Texas A&M University-Central Texas University Library | Lisa Hopkins, Assistant Dean and Head of Technical Services
• Getting the most out of your virtual programs (and the case for keeping them post-pandemic!), Kelly Williams, Supervisory Librarian, Gwinnett County Public Library
• Learning from the Pandemic: Mechanics of Post-Pandemic Programming, Sasha Kinney, Adult Services & Reference Librarian, Sacramento Public Library | Bryan Duran, Materials Manager, San Francisco Public Library | Brittany Garcia, Adult and Teen Services Supervisor, Rancho Cucamonga Public Library | Shamika Simpson, Associate Professor & Librarian, Long Beach City College | Ashleigh Torres, Youth Services Librarian, El Dorado County Library
• Libraries in Virtual Reality Environments, Dr. Valerie Hill, Community Virtual Library
• Lights, Camera, Action at a Distance: Two and a half ideas for family programming with the doors closed, Matthew D. Thompson, PhD, Community Engagement Librarian, Suffolk Public Library
• No Trivial Matter--Virtual Trivia nights as “stealth” outreach to the public, Robyn Russell, University of Alaska Fairbanks Rasmuson Library | Paul Adasiak | Genova Brookes Boyd
• Preserving and sharing local history through digitization, Michelle Skinner, MLIS | Chickasha Public Library
• Reinventing Libraries for a Post-COVID World, Elizabeth Szkirpan, MLIS, Director of Bibliographic Services, University of Tulsa McFarlin Library
• Submerged librarians living in a virtual world: embedded effort builds on instructional collaboration, Denise A. Garofalo, Librarian, Mount Saint Mary College
• Transforming Library Engagement in a Virtual Landscape, Rosa Y. Rodriguez, Outreach Coordinator, California State University San Marcos, University Library
• Use the Librarian Skill Set to Demonstrate Value to Your Post-COVID Organization, Carol Ottolenghi, Director of Library Services, Office of Ohio Attorney General Dave Yost
• Virtual Programming Development, Emily Mroczek (Bayci), Freelance Children's Librarian

Everyone is invited to participate in our Library 2.0 conference events, which are designed to foster collaboration and knowledge sharing among information professionals worldwide. Each three-hour event consists of a keynote panel, 10-15 crowd-sourced thirty-minute presentations, and a closing 30-minute keynote. A mini-conference FAQ (frequently asked questions) page is here. 

Participants are encouraged to use #library2020 and #librariespostcovid on their social media posts about the event.

Ellyssa Kroski (@ellyssa)
Director of Information Technology and Marketing at the New York Law Institute

Ellyssa Kroski is the Director of Information Technology and Marketing at the New York Law Institute as well as an award-winning editor and author of 60 books including Law Librarianship in the Age of AI for which she won the AALL’s 2020 Joseph L. Andrews Legal Literature Award. She is a librarian, an adjunct faculty member at Drexel and San Jose State Universities, and an international conference speaker. She received the 2017 Library Hi Tech Award from the ALA/LITA for her long-term contributions in the area of Library and Information Science technology and its application. She can be found at: http://www.amazon.com/author/ellyssa and http://ellyssakroski.com.

  Chris Jacobs (@BPLTeenCentral )
Teen Technology Coordinator – Teen Central | Boston Public Library – Central Library at Copley Square

Chris Jacobs has been the Teen Technology Coordinator for the Central location of the Boston Public Library since October 2019. A lifelong student and educator at heart, his career trajectory prior to BPL includes a six-year stint as a tech-forward high school English teacher, where his interest in media literacy—piqued by coursework conducted at the Harvard Graduate School of Education—flowered into a rigorous curriculum that pushed teens to explore the intersections among technology, society, and identity. An enthusiastic proponent of games and gamification as critical academic and interpersonal tools, Chris currently heads BPL’s Teen Gaming cohort, which uses social media avenues such as Twitch and YouTube to continue building engaging, empathetic, teen-centric online communities throughout the pandemic.
 

Junior Tidal (@JuniorTidal)
Multimedia and Web Services Librarian, Associate Professor for the Ursula C. Schwerin Library at the New York City College of Technology, City University of New York

Junior Tidal is the Multimedia and Web Services Librarian, Associate Professor for the Ursula C. Schwerin Library at the New York City College of Technology, City University of New York. He co-hosts the City Tech Stories podcast with Prof. Nora Almeida. Other than podcasts, his research interests include mobile web development, usability, and library privacy issues. Originally from Whitesburg, Kentucky, he has earned a MLS and a Master’s in Information Science from Indiana University in Bloomington, Indiana.

Tanner Adams
Adult Programming Librarian at Parker Williams Library

Tanner Adams is the Adult Programming Librarian at Parker Williams Library in Houston, Texas. This library is part of Harris County Public Library, and he has worked in Fort Bend County as well. At Parker Williams, he is responsible for the library's ESL and Citizenship programs, as well as running a weekly game of Dungeons & Dragons for the public.

 

Loraine Walker
Starkville Public Library Children's Librarian

Loraine is the Children's Librarian at the Starkville Public Library in Starkville, MS. She graduated from Mississippi State University and proudly rings her cowbell when attending football, basketball, and baseball games. She's the Phi Mu Alumnae President for East Mississippi, chaired the Starkville Junior Auxiliary's Reading Railroad this year that promotes early literacy, just read to over 2,500 children in her full Cat in the Hat mascot costume for Read Across America Week throughout Oktibbeha County. And when she's not out filming virtual storytimes in a pasture or by a lake, she's busy having socially distanced storytimes in the park next to our library. In her free time, she loves to play with her French Bulldog puppy Scout and take photographs at their local wildlife refuge.

This is a free event, being held live online and also recorded.
REGISTER HERE
to attend live and/or to receive the recording links afterward.
Please also join this Library 2.0 network to be kept updated on this and future events. 

The School of Information at San José State University is the founding conference sponsor. Please register as a member of the Library 2.0 network to be kept informed of future events. Recordings from previous years are available under the Archives tab at Library 2.0 and at the Library 2.0 YouTube channel.

Parenting For Academic Success (and Parental Sanity) - Online Workshop This Summer

 

We are excited to announce that Learning Revolution will be hosting an ONLINE version of the much-sought-after course: 

Parenting For Academic Success (and Parental Sanity)

This course is a five-part series of classes co-taught by Greg Smith and Chris Loper. Chris will share the key ideas from psychology and neuroscience that are most relevant for parents, while Greg will discuss how to apply this knowledge at home. Meanwhile, you’ll have plenty of opportunities to ask questions, and you’ll be given pre-class journaling questions, supplemental readings, and additional resources to support the course material.

“This parent seminar is like no other. Understanding the learning process and the development of executive functions is a component of parenting that is often overlooked. Greg and Chris are exceptionally skilled at what they do and amazing communicators. In this seminar, they provide a baseline of information that will help any parent become more empathetic and knowledgeable as they help guide these wonderful young persons in developing their own independence and confidence. This seminar applies to so much more than just academics – it applies to life skills.” –Jenifer Dobson

Your Instructors

Greg Smith: Greg has been an educator for 35 years, and he is the owner of Northwest Educational Services. He has over 40,000 hours of one-on-one experience supporting students and parents in their respective learning processes. Greg is married with two teenage daughters and understands the challenges of parenting from both a professional and personal perspective.

 

Chris Loper: Chris has been an academic coach since 2014. He writes an education blog for parents and students at NWTutoring.com, and he is the owner of South Cove Tutoring in Issaquah, WA. Chris is also the creator of BecomingBetter.org, where he writes about self-improvement and works one-on-one with adults on habit formation.

The Classes

#1 Psychology and Neuroscience Essentials 

• The history of the human brain as it relates to academic success
• Brain health: the effects of sleep, nutrition, exercise, and technology
• Positive psychology: encouraging mental health and success
• Leading by example: the importance of modeling healthy habits

#2 Growth Mindset Parenting

• The dynamic human brain: how the brain changes and grows
• Growth mindset vs. fixed mindset
• Growth-minded language
• Leading by example: the growth-minded lifestyle
• Cultivating healthy self-esteem and self-efficacy

#3 Studying and Learning

• Test anxiety: where does it come from and what can we do about it
• What is “studying?”: learning techniques and memory formation
• Problem-solving: technique, strategy, and the value of real breaks
• Technology: distractions, multitasking, and tech-addiction
• The pursuit of mastery and love of learning: curiosity and depth vs. grade management

#4 Behavioral Change and Productivity

• Realism: how change actually happens
• Using willpower wisely: habits, strategies, and reminders
• Self-perception: how outer change drives inner change
• Procrastination: why we do it and how to do it less
• Perfectionism: moving away from debilitating all-or-nothing thinking

#5 Cultivating Executive Function

• Park the helicopter: how micromanaging hinders development
• Skinned knees: what kids learn when they’re allowed to fail
• Coaching vs. teaching: encouraging resourcefulness and independence
• Talking with your child about school: navigating the emotional difficulties of academic conversations
• Active agent vs. passive victim: blame, parental language, and cultivating responsibility

If you miss a class, we will provide you with a recording of the lecture, but in order to maintain the privacy of the families who attend, we will not be recording the Q&A.

Dates and Times

Thursday evenings 7:00 - 9:00 pm US-Pacific Time (PDT) beginning 7/22/2021 and ending 8/19/2021.

Cost & Registration

$299 per family (a set of parents and/or guardians). Space is limited, so please let us know right away that you’d like to reserve a spot. To reserve your spot, please register here (all major credit cards accepted):

If you need to pay by check, please email admin@learningrevolution.com and we'll hold the reservation and send an invoice. Please send questions to admin@learningrevolution.com.

Other Testimonials

“I took the parenting course in summer 2019 and learned so much about how the developing brain, growth mindset, and the importance of modeling (as opposed to managing), and much more. I still have my notes and refer back to them periodically. I highly recommend the course for anyone interested in supporting their children as they grow into lifelong learners.” 

–Caitlin Moulding

“Chris and Greg’s parent seminars are not to be missed! In a short time, I became more savvy about myself and my kids as learners. Their coaching tips aim to reduce parent-child conflict by leveraging current research on the brain and descriptive stories of their students. I highly recommend their seminars for parents of all kids!” 

–Vicki Pettiross

"We attended Northwest Educational Services’ parent seminar series in 2019 - the content was highly relevant and well presented, and the welcoming setting provided us the opportunity to engage directly with expert educators and other parents.  As parents of middle and elementary school students, we were able to relate to the information shared, and apply the seminar’s concepts directly into our own family interactions and dynamics.  We look forward to attending again this year.” 

–Jill Nolton

Library 2.0 Webinar "Topics You'd Like" Survey + All-Access Passes + Organizational Contracts

Dr. Steve Albrecht hosts a collection of resources in the "Library Service, Safety, & Security" section of Library 2.0, including blog posts, podcasts, and webinars. 

We like to:

1. Make you aware of the ability for organizations to purchase all-staff access to his webinar series. A full list of Dr. Albrecht's existing webinars is below. Special purchases include:
   
   1) An all-staff-access pass for any given webinar is $499 (email admin@learningrevolution.com to order);
   
   2) An individual annual all-access pass to all of Dr. Albrecht's live webinars and recordings for one year is $499 (please click here to order);
   
   3) Quotes for annual all-staff-access passes for all 20 previous webinar recordings and any new ones during the year are available upon request to admin@learningrevolution.com.
   
   Any all-access orders for tomorrow's "Customer Service All-Staff Skills Refresher" webinar, or any annual all-pass-access orders, will be given access to a special 50-minute in-depth interview Dr. Albrecht has done with his father, Dr. Karl Albrecht (best-selling author of Service America!), for Library 2.0.
   
   
2. Ask for your input on upcoming topics for Dr. Albrecht's series.
   
   Listed below are all of Dr. Albrecht's webinars, blog posts, and podcasts on Library 2.0. We're interested in what topics you would like to have him cover. Please consider letting us know by using this very quick survey HERE.

DR. ALBRECHT'S AVAILABLE WEBINARS:

While Dr. Albrecht's twice-monthly podcast and blog posts are available for free (as are our regular mini-conferences and all the conference recordings), there is a cost to attending our series of webinars and/or watching the recordings with him.

To purchase an individual license for a specific webinar or recording, click through to the webinar and use the registration link. You can pay by PayPal or credit card, and will receive immediate access to the webinar if it's already recorded. For upcoming webinars, you will receive a confirmation email within a day giving you attendance instructions. If you have any trouble registering for a webinar, if you need to be invoiced, or if you have any questions, please email admin@learningrevolution.com.

See above for individual and organizational all-access passes.

WEBINARS

• Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth
• Helping Library Patrons with Autism: Start with Understanding
• Serving Library Patrons with a Trauma History: An Awareness-Building Seminar
• Service Leadership for Librarians: Six Strategies for Success
• Diversity, Equity, and Inclusion (DEI) in the Library: Expectations and Awareness
• Better Communications with Our Patrons and Employees: What is Your 'I-Speak Your Language' Type?
• Performance Evaluations: A Skill-Building Refresher for Library Leaders
• The Safe Library: Lessons (I’ve Learned) in Keeping Staff and Patrons Better Protected
• Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal
• Your Library and the Police: Time for a New Relationship
• Library Emergencies - Doing the Right Things When Things Go Wrong
• Library Safety & Security 2020 (Expanded)
• Interacting with the Homeless
• Sexual Harassment of Library Staff
• Security for Rural Librarians
• How to Handle Challenging Patrons
• Stress Management for Library Staff
• Coaching Skills for Library Managers and Supervisors: Getting Better Performance and Behavior From Your Employees One Meeting at a Time
• Responding to an Active Shooter in the Library: Protecting Patrons and Staff From a Rare But Catastrophic Event

Again, we're interested in what topics you would like to have him address. Please consider letting us know by using this very quick survey HERE.

DR. ALBRECHT'S BLOG POSTS:

• The Code of Quality Service for Library Employees
• The North Vancouver Library Stabbing Attacks: Edged Weapons Awareness
• Managing the “Champion Employee” at the Library: The Need for Management Courage
• Some Leadership Truths for Library Leaders
• Helping Library Patrons with Autism: Start with Understanding
• The Perils of the Parking Lot: Part 2 - Advice and Solutions
• What a Fire Chief Wants You to Know About Preventing Library Fires
• The Perils of the Parking Lot: Part 1
• Schedule Regular Inspection Days
• The Need for a Library Vendor/Visitor Policy: Not Everyone Should Be Able to Roam Around Your Library
• Creating the Perfect Library Security Officer
• The Armed Attacker: A Rare But Catastrophic Event at the Library
• Triple-E Patrons: Entitled, Eccentric, Exasperating
• Re-Evaluating the Police Response to Your Library: First Steps
• Theft Behaviors in the Library
• Asking Security Survey Questions to Your Library Staff (Includes Survey)
• How to Take a Library Training Webinar and Actually Learn From It
• The Shamu Method: Can We "Coach Up" Problematic Patrons With "Fish"?
• Security Experts on How To Reopen Safely (Library Journal)
• One of the Hardest Patron Conversations For a Library Supervisor to Have? Preparing For the “Hygiene Talk”

DR. ALBRECHT'S PODCASTS:

You can click the direct links below, you can listen directly on the site, or you should also be able to access the podcast in SoundCloud here or in your own podcast app using the RSS feed here.

• Code of Quality Service
• Protecting Your Library Facility During Protests
• The Power of Surveys
• Working With Elected Officials
• A Guided Meditation for Stress Management and Relaxation (11 minutes)
• Stop Apologizing for Library Security
• Let's Talk About Talking
• Guns in Your Library
• Safe and Simple Patron De-Escalations
• Getting a Temporary Restraining Order for a Problem Patron
• Preventing Harassment Interview by Adriane Herrick Juarez
• Domestic Violence in the Library Workspace
• Special Libraries
• Event Emergency Plans
• Library Emergencies
• Harassment

DR. STEVE ALBRECHT

As a trainer, speaker, author, and consultant, Dr. Steve Albrecht is internationally known for his expertise in high-risk HR issues. He specializes in workplace and school violence awareness and crisis response programs for private-sector firms, municipal and state government, K-12 schools, and colleges and universities. His clients include the two biggest municipal insurers in California.

In 1994, Dr. Albrecht co-wrote Ticking Bombs: Defusing Violence in the Workplace, one of the first business books on workplace violence. Besides his work as a conference presenter and keynote speaker, he appears in the media and on the Internet, as a source on workplace violence, security, and crime. His 21 business and police books include Library Security; Tough Training Topics; Added Value Negotiating; Service, Service, Service!; and Fear and Violence on the Job.

He holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.

PRAISE FOR DR. ALBRECHT:

• "I wanted to thank you for the session. My husband was listening from the other room and said, 'Wow, that was great!' This was the best library workshop I've been to, and I've been to a lot! The staff was saying the same in emails." - Emily from MI
• "Your suggestions of what to say to challenging patrons will really help me once we allow patrons back into the library. Thanks!" - Lori from IL
• "Not only have I learned incredibly valuable skills to use in my career as a public librarian, those lessons will have a ripple effect as I teach a course on Social Crisis Management... I always give Dr. Albrecht the credit in the portions of my lecture and presentation.  And have first-hand experiences using these lessons to support his approach. Thanks again for lending your expertise to ensure that as librarians we can remain safe, keep our customers safe, and still deliver on our mission and the meaningful work we do each day." - Jen 
• "You helped to keep my brain from turning into mush during this long time off. Thank you!" - C. from MO
• "I was able to view Library Safety and Security and Interacting with the Homeless. I learned so much and appreciate the education you offered.  I became aware of changes, large and small that I can make in my life to enhance how I interact with all people. I do hope our library offers your classes in the future because I did not view all the webinars that I wanted to and I am sure my coworkers feel the same. Thank you again." - Vicki from VA
• "I wanted to send you a note of thanks for your webinars... I watched 5 of them and found them to be incredibly informative. Currently, I am working with my library's director to put together a situation response manual for safety and security matters that apply to our own library... What you have shared has been very useful to help set up some guidelines and decide a good direction for training within our organization. Thank you so much for sharing your insights." - Jennifer from IN
• "Thank you for the great content. I appreciate it." - Carmen from MT
• "[I] found [your webinars] extremely helpful and informative. Thanks again and stay safe!" - Christine from PA
• "I remember when you came to our Annual Employee Training Session and presented a terrific class. I was able to view all of your webinars during this time and I learned so much. Your generosity of spirit during this pandemic is truly appreciated and your kindness will be remembered. Thanks again and Cheers." - Bernadette from CA
• "We have watched a couple of [your webinars] in the past and they always provide a great approach to issues that are becoming more and more common in public libraries." - Rod from TX
• "Your webinars were educational and inspiring." - Karen from GA
• "I have recently watched all your webinars... (this begins to sound like a groupie saying, "I have all your records!") and I'm so grateful to have had the opportunity to learn from them. They were probably the best work at home professional development material I encountered in the two months my library has been closed. I've worked in public libraries since 1988 and everything you said makes sense in my experience. I look forward to putting what I learned from your webinars to use when we eventually reopen to the people the library exists for. Many thanks!" - Barbara from BC Canada
• "'I've learned a lot from your diverse offerings as I knew that I would. I listened to 4 of your webinars at this run. I also attended your talk last year at one of our branch libraries. I hope that your presentations remain in my mind and that your practical, philosophical, and respectful methods of engagement can be brought forth in times of need." - Deborah from CA
• "We don't always take the time to do online courses or participate in webinars because of time and money restraints. We have been lucky to have the time now to take advantage of these opportunities. Your webinars really pack a lot of info in the time allotted. Your observations and surveys conducted with staff across the country made this applicable and the reality. Many of the situations described sound like our day-to-day interactions with patrons. Again thank you so much for these valuable webinars. I hope we will be open soon and able to put your tips into practice." - Kathy from MD
• "I’ve really enjoyed all of your webinars, especially the ones about security and challenging patrons, and I’ve gained some useful knowledge that I can utilize at my library. I hope you have a wonderful day! Thanks again!" - Deborah from OH
• "You're the best of the best." - Nick from CA
• "I have found your webinars especially helpful during this time of stay-at-home orders and the inability to report to work for my daily schedule. (My branch is closed indefinitely.) I have especially found "Interacting with the Homeless" and "Stress Management for Library Staff" as the most help to date. I have been doing daily meditation as a stress reliever and taking time to find happiness despite all that is taking place in this world.... having this opportunity to listen to your thought processes is very invigorating and life-changing. Thank you from the bottom of my heart." - Danielle from MD
• "[Y]ou've expanded our minds and helped us greatly with your generosity. Thank you for all that you do, I appreciate it immensely." - Valerie from TX
• "Thank you very much for your work and very good webinar." - Donna from IN
• "I appreciate your vast knowledge on patrons and safety situations." - Mary from IL
• "I've long wanted to explore your work, and have enjoyed and learned from 4 of your webinars so far, with plans to view them all. They are excellent! I am charged with leading our staff around issues of safety and security in our rural system, and you are a clear and dynamic voice in our field. I really appreciate your experience, knowledge, and presentation style, down to talking fast to get the most information into the time of the presentation! Hopefully, I'll be able to obtain the new edition of your book soon, as I hope to keep these themes as relevant currents for the duration of my career." - Kimberlee from CA

"10 Practices for Quality Service by Library Staff" (Forwardable Version) | Dr. Steve Albrecht | Friday Webinar

We've posted below the full text of Dr. Albrecht's blog post on "The Code of Quality Service for Library Employees."  You can also find on our site his new podcast on the same topic, "Code of Quality Service." These are in our special Library Service, Safety, & Security section of Library 2.0. 

Information on Dr. Albrecht's corresponding webinar on May 21st is here: "Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth." While Dr. Albrecht's twice-monthly podcast and blog posts are available for free, as are our regular mini-conferences and all the conference recordings, there is a cost to attending our series of webinars with him or watching the recordings, and details are here. Group discounts are available.

The Code of Quality Service for Library Employees
By Dr. Steve Albrecht

In 1985, my father, Dr. Karl Albrecht, wrote Service America!: Doing Business in the New Economy, the first big book on customer service. He described service excellence as a "managed event," meaning it was something that business leaders, managers, and supervisors should carefully consider and focus on with their employees. "Good service is no accident," was a primary theme of his book. He talked about having the right three things in place: service strategies (the direction), service systems (the methods, approaches, and policies), and service people (the right employees, with the right attitude, training, and motivation to serve others). He referred to this as the Service Triangle and it still works today.

Part of his efforts to train frontline service employees was to create the Code of Quality Service, a set of 10 behaviors that can provide a path to service excellence, both personally and professionally.

This set of 10 can be useful as a reminder for you as a library service professional and as a set of training guidelines for managers and supervisors. It works as a refresher for longtime library employees and as an orientation tool for new employees, as to what our library service culture should look like. Most of these 10 are operational and not abstract, meaning you can put them to use right away.

1. Greet each patron immediately or when passing by.

This concept is about both politeness and safety. We want to see patrons as they enter the library and pay attention to them as they move through the facility. Respectful eye contact can help us all make a human connection. We can all benefit from looking more at people and less at screens.

2. Give each patron you contact your complete attention.

It's easy to get caught up or distracted in the work we need to do. What we call "multi-tasking" on the patrons' behalf is actually "split attention" or "being distracted." It's a simple step just to tell patrons, anytime you need to do a part of your job that requires you to disengage from them. "I'll just need a quick moment to step over to the computer and take a look at your record" or "Let me go and ask one of my co-workers about that and I'll come right back to you." Those types of statements are enough to buy you the time to do your job and serve them well.

3. Make the first 30 seconds count.

This concept is related to #9 as well. Patrons remember how they were treated by recalling the beginning and the end of the service encounter. You may only have a brief interaction with a patron but he or she will remember your approachability, tone, and helpfulness.

4. Play your part to be real, not phony or bored.

If you have a high human-contact job, with a lot of the same transactions that don't require a lot of creativity to get them done, it's easy to get tired, burned out, and become what Karl calls a "BoZo" or a "Bored Zombie." Change what you say and how you say it with each patron. Don't get robotic in your answers, greetings, or wrap-ups. We've all dealt with service people who say, "Have a nice day - NEXT!" and don't really mean it.

5. Show your energy with sincere friendliness.

Whether you're talking over the phone, over the counter, or in the stacks, know that you're being viewed as a representative of the library. Patrons don't care about job titles or how long you've been there; they want service from someone who is truly friendly, not faking it, and who has the type of enthusiasm that says they care about their jobs and about helping people, at the start of the workday and at the end of it.

6. Be the patron's problem-solver.

Own the patron's issue until you can solve it or get it over to a colleague or boss who can. This step is all about not brushing off our patrons, but taking ownership for that brief moment or long period when you're helping them. Be creative, within the limits of our policies, and solve the presenting problem the best way you can, the first time.

7. Use your common sense.

We've all been in service situations where the person on the other side of the counter or on the other end of the phone has not been authorized to think. This person could come up with a smart solution but just won't. You get paid to think and work on behalf of our patrons. Do the right thing for them, using a common-sense sensibility.

8. Bend the rules when the situation calls for it.

Don't give away the store, but if you can solve the patron's problem or fix the issue by using creative, empathic solutions, do so. If you can waive a fee or a fine and it makes sense, get permission from your boss and do it. Don't always get stuck in the fine print of the policy manual or the Code of Conduct. Don't say to the patron, "Well, I'm just doing my job by saying no to you." Know the difference between the "letter of the law" and the "spirit of the law." Like with Number 6, be the patron's advocate if you can.

9. Make the last 30 seconds count.

Like with Number 3, the end of your service encounter with patrons can make a big difference in how they see their library experience. Thank your patrons for coming in, or for being patient while you worked on their behalf. Even if they don't thank you back, thank them anyway.

10. Take good care of yourself.

Service jobs are challenging and tiring. Don't get burned out. Take your breaks and lunches, use your vacation days and floating holidays. Pace yourself throughout your workday. Get more sleep, get some exercise, and catch up on your reading or other hobbies as a way to stay fresh and focused. Help yourself have a long and healthy career in library service.

Karl Albrecht's Code of Quality Service offers ten easy and practical steps toward improving and sustaining your own brand of service excellence.

FRIDAY, May 21st: 
"Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth”

Other recent podcasts episodes from Dr. Albrecht include: "Protecting Your Library Facility During Protests," "The Power of Surveys," "Working with Elected Officials," "A Guided Meditation for Stress Management and Relaxation," "Stop Apologizing for Library Security," "Let's Talk About Talking," and "Guns in Your Library." You can listen directly on the site or you should also be able to access the podcast in SoundCloud here or in your own podcast app using the RSS feed here.

Dr. Albrecht's recent blog posts are also available, including: "The North Vancouver Library Stabbing Attacks: Edged Weapons Awareness," "Managing the 'Champion Employee' at the Library: The Need for Management Courage," "Some Leadership Truths for Library Leaders," "Helping Library Patrons with Autism: Start with Understanding," "The Perils of the Parking Lot: Parts 1 and 2," "Schedule Regular Inspection Days," "The Need for a Library Vendor/Visitor Policy," and "Creating the Perfect Library Security Officer." 

DR. STEVE ALBRECHT

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.

Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.

He has written 24 books on business, security, and leadership topics. He lives with seven dogs, two cats, and three chickens.

Library Customer Service + Quality Service Skills: Podcast, Blog Post, and Webinar

We've posted both a new podcast from Dr. Albrecht, "Code of Quality Service," and a new blog post on the same topic, "The Code of Quality Service for Library Employees." These are in our special Library Service, Safety, & Security section of Library 2.0. 

Information on Dr. Albrecht's corresponding webinar on May 21st, "Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth," is linked below. While Dr. Albrecht's twice-monthly podcast and blog posts are available for free, as are our regular mini-conferences and all the conference recordings, there is a cost to attending our series of webinars with him or watching the recordings, and details are here. Group discounts are available.

Other recent podcasts episodes from Dr. Albrecht include: "Protecting Your Library Facility During Protests," "The Power of Surveys," "Working with Elected Officials," "A Guided Meditation for Stress Management and Relaxation," "Stop Apologizing for Library Security," "Let's Talk About Talking," and "Guns in Your Library." You can listen directly on the site or you should also be able to access the podcast in SoundCloud here or in your own podcast app using the RSS feed here.

Dr. Albrecht's recent blog posts are also available, including: "The North Vancouver Library Stabbing Attacks: Edged Weapons Awareness," "Managing the 'Champion Employee' at the Library: The Need for Management Courage," "Some Leadership Truths for Library Leaders," "Helping Library Patrons with Autism: Start with Understanding," "The Perils of the Parking Lot: Parts 1 and 2," "Schedule Regular Inspection Days," "The Need for a Library Vendor/Visitor Policy," and "Creating the Perfect Library Security Officer." 

FRIDAY, May 21st: 
"Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth”

DR. STEVE ALBRECHT

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.

Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.

He has written 24 books on business, security, and leadership topics. He lives with seven dogs, two cats, and three chickens.

"Customer Service All-Staff Skills Refresher" - Webinar with Dr. Steve Albrecht

 "Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth"
Part of a special Library 2.0 series with Dr. Steve Albrecht 

OVERVIEW: 

A 60-minute training webinar presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht.

It’s time for a service skills refresher for all library employees. Every library organization is now dealing with budget cuts, staffing challenges, and more and different work than from 16 months ago. Patrons need and want good service, so how can we bring out our best work for them? This session helps all library employees understand critical service concepts like Moments of Truth, Service Blueprints, the Patron’s Customer Value Model, and Service Recovery. It features a discussion the Code of Quality Service, created by Dr. Karl Albrecht (yes, that’s Steve’s dad), which is a set of 10 behaviors that can help all library employees make their work easier, more fun, and more relevant to the service needs of the patrons.

Learning Objectives:

• Understand how to make service excellence our daily goal.
• Discuss how our internal service relationships are just as important as our external patron relationships.
• Define Moments of Truth and their critical importance in providing good service.
• Use the Service Blueprint to correct service process errors.
• Understand how and when to use Service Recovery techniques.
• Know your three Service Roles as a library employee and a library leader.
• Know how to deal with challenging patrons, using the GREAT and LAST service tools.
• Prevent job burnout and service apathy.
• Define the Customer Value Model from the library patron’s perspective.
• Use the 10 behaviors in the Code of Quality Service.

DATE: Friday, May 21st, 2021, at 4:00 pm Eastern Standard Time

SPECIAL PRICE: $49/person - includes any-time access to the recording and the presentation slides. To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email steve@learningrevolution.com.

TO REGISTER: Click HERE. You will first need to be a member of Library 2.0 (free) and be logged in. Please click "Sign Up" on the top right and we'll approve you quickly. You can pay by PayPal or credit card, and will receive immediate and permanent access to the webinar recording. If you have any trouble registering for a webinar, if you need to be invoiced, or if you have any questions, please email admin@learningrevolution.com.

SPECIAL GROUP RATES:

• Multiple individual log-ins and access from the same organization paid together: $45 each for 3+ registrations, $40 each for 5+ registrations.
• The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $199.
• Large-scale institutional access for viewing with individual login capability: $499.
• Email admin@learningrevolution.com to arrange.

ALL-ACCESS PASSES:

• All-access annual passes include access to the recordings of all of Dr. Albrecht's previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year.
  For a $499 individual all-access annual pass to all of Dr. Albrecht's live webinars and recordings for one year, please click here. 
• Inquiries for all-access organizational contracts should be directed to admin@learningrevolution.com.