Customer Service/Staff Development
These on-demand webinars are listed from most recent to oldest. See PLA On-Demand Webinars for general information about our on-demand webinars and a list of available topics.
You've heard of IQ and EQ, but what about CQ? Cultural Intelligence (CQ) refers to our ability to function effectively across national, ethnic, and even organizational cultural boundaries. Cultural Intelligence involves four interdependent skills: Knowledge, Motivation, Interpretation, and Behavior. Cultural Intelligence building is a life-long journey, and all can improve their CQ over time. In a world of culture clashes, any effort towards cultural intelligence will make an immediate and effective impact.
The PLA Conference is the premier event for public libraries, drawing thousands of librarians, library support staff, trustees, friends, and library vendors from across the country and around the world for a multi-day event offering over 100 top-quality education programs. Hear from successful past PLA Conference presenters and from PLA member volunteers who review proposals about how to make your ideas stand out from the crowd.
Enhance the customer experience by increasing staff engagement! Learn how the Plano Public Library created a cohesive customer service experience by training staff to share “just one thing” about the library. Staff became more comfortable with patron interactions and engaged with more people during outreach. This concept became a cornerstone to the Outreach & Engagement team’s training and communications. With this concept in place, specific staff were identified for different types of outreach events to address the needs of different communities in their city.
As part of its ongoing work to support the public library’s role in creating healthy communities, PLA is offering new resources for libraries to help more Americans participate in the Open Enrollment period of the Affordable Care Act. The deadline to enroll is December 15, 2018. What is your library doing to help? This free on-demand webinar helps public library staff plan for how they can promote the deadlines, educate their communities, find certified enrollment assistance, and support patrons’ efforts to enroll successfully.
Libraries strive to serve their communities with important services and programs, and they also contributed to our nation’s history of creating racial inequity by enforcing racialized laws. Although racial discrimination is illegal, many long-held library practices perpetuate racialized outcomes and maintain libraries as white spaces—often unintentionally. This webinar, presented by the Race Forward Government Alliance on Race and Equity (GARE), presented an overview of concepts and approaches libraries are using to reduce racial barriers in their work.
Pima County (AZ) Public Library (PCPL) has radically shifted its approach toward interacting with youth in violation of the library’s Customer Code of Conduct. Using restorative justice practices, PCPL created a justice board with community partners to facilitate more mindful approaches to incidents involving youth, focusing on creating opportunities for growth and engagement rather than barriers to library access. This webinar explores the praxis behind this organizational culture shift including the successes and challenges faced by staff.
With over 100 top-quality education programs, a bustling exhibits hall featuring the latest library products and services, and social events that include author luncheons and networking receptions, the PLA 2018 Conference offers something for everyone in public libraries. This on-demand webinar will help attendees plan for getting the most out of their time in Philadelphia and show non-attendees how to get a taste of the PLA 2018 experience. Learn tips and tricks from PLA Conference pros to help focus your priorities, plan your schedule, and prepare for conference success.
As part of PLA’s commitment to working toward making its educational events accessible to all, this webinar offers practical recommendations for creating accessible presentations for the PLA 2018 Conference and beyond. Learn how to design presentation materials that are accessible and to deliver educational content, including facilitating discussion, in a way that reaches all audience members. This webinar includes specific advice on slide structure, font choices, and file formats, and provides examples of the accessibility features of popular presentation software options.
In alignment with ALA’s strategic direction on equity, diversity, and inclusion, this on-demand webinar provides an introductory understanding of the concepts of power, identity, and oppression, and how they impact public libraries’ staff, services, programs, collections, and spaces. Through presentation and dialogue, the panelists discuss the role of allies in addressing these concepts. This on-demand webinar is also an excellent primer to the PLA 2018 preconference, “Understanding Identity, Power, Oppression + Liberation: A Justice + Equity Training.”
Education about consumer health services and programming can help public librarians stay current and develop new programs and services for their communities. This on-demand webinar provides an overview of educational programs available via the National Network of Libraries of Medicine about consumer health and specific health topics. These programs can help librarians get the Consumer Health Information Specialization (CHIS) credential, which brings an additional, recognized level of expertise to their libraries and helps them connect with community partners.