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.
For the first time in American history, we have four different generations working and volunteering side by side. Discover the key characteristics of these four generations and explore new strategies for making the most out of age diversity. What motivates each generation? What types of recognition resonate with each generation? What strategies can you put in place to avoid conflict between generations? Leave the webinar with tools they can begin to use immediately to help bridge the work place generation gap.
As free, public institutions, libraries welcome all. This founding principle is a wonderful quality; however it can also leave staff vulnerable to encountering difficult and sometimes dangerous individuals. This on-demand webinar discusses violence risk factors in terms of both customers and employees and helps enhance situational awareness skills. Learn about warning signs of risk and potential aggression; as well as verbal diffusion strategies and actions to prepare for and react to active shooter incidents. — FREE
What's the biggest fear in Western society? According to a Gallup Poll it's snakes. What's #2? Public speaking (2001). In order to be successful in ANY field, you need to have the ability to communicate your message in an effective, concise, and memorable way. Speakers need one set of skills to create a great message; and then have to call upon a completely different set (and a healthy dose of confidence) to effectively deliver that message.
It’s not always easy to provide “service with a smile.” Customers of all moods and personalities make their way into the library and require staff to have an extra dose of patience and fortitude. It helps to know what to look for, how to recognize your own response, and what steps to take if a situation grows tense. Learn how to manage the stress of a difficult moment and still deliver customer service you can be proud of.
Ever hesitated to lead an online meeting or webinar due to the pressure of holding people’s attention? Want to tune up your existing online presentation style? Register for PLA’s live, one-hour webinar and learn about the most effective ways to create and deliver an online presentation with confidence. We’ll discuss best practices to create your online “story” for your session and then talk about how you engage and work with your participants to leave them with a memorable experience and—even better—remember what you said!
You’ve heard it—reference transactions are down. Expensive resources aren’t used. Librarians feel their skills are underutilized. What can we do? Don’t give up! Innovative libraries are finding ways to revitalize their reference departments by shifting attitudes, changing their collection philosophies and service models, and pioneering new services. Learn proven methods for reinvigorating reference service and find out what you can do to make reference one of the centerpieces of your library again.
The mercurial state of public libraries’ relationship with e-books and their publishers is not always an easy issue to understand. This one-hour, on-demand webinar features a discussion of the current state of e-books with regards to public libraries and the publishing industry. Points cover current and best practices as well as what will be coming down the pike.
If you’re interested in learning more about screencasts and hearing tips on how to create them, this is the perfect on-demand webinar for you! Screencasts are excellent tools for demonstrating software, teaching computer skills, and visually sharing step-by-step navigation of websites and databases. They can be a powerful tool for all sizes of public libraries. Come learn how to design and produce killer screencasts for staff and public use, whether your targeted audience is a single person or an entire community.