Customer Service

On-DemandWebinarFree!
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.
On-DemandWebinar
ALL | AASL Learning Library is a repository of webcasts, podcasts, and resources from AASL professional development events. ALL also contains read-only versions of AASL’s print journal, Knowledge Quest, which is available for view before the issue mails. 
LiveeCourseAttendance Cert.
In this six-week course, participants will learn about artificial intelligence, become familiar with its basic functionality, and identify ways artificial intelligence can be used in reference and user services. The course will end with a discussion of ethical considerations for the use of artificial intelligence in libraries. 
Self-PacedeCourseAttendance Cert.
This course will provide patrons with the theoretical and practical tools and resources needed to conduct quality assessment of asynchronous and synchronous online library instruction.
LiveWebinar
Join us for the first ever BRASS Fall Thing, a new virtual event open to all. The theme is business information literacy and will be most relevant to academic libraries. The event includes a combination of live programming and access to vaulted programming. The 7 hours of live programming includes workshops and lightning talks focused on business information literacy, the Framework, and teaching students how to find, use and evaluate business resources and information. 
LiveWebinar
What's in your User Experience (UX) Toolkit? Appropriate for individuals in a variety of roles, this webinar will cover essential, low-cost and low-barriers techniques and tools that are foundational to improving user experience in library services and spaces, and collaboratively developing user-centered solutions. Whether you're new to UX, or a seasoned veteran in this area, you'll discover something new to ponder!
On-DemandWebinar
Online maps, budget apps, open data portals, even your library's website: in small towns and large cities alike, civic technology improves the relationship between people and their government. Civic technologist volunteers and government tech personnel are now bringing the innovations of Silicon Valley to bear on the challenges and day-to-day matters of Main Street. Libraries, as respected community institutions, should represent the needs of their patrons when governments plan community technology initiatives.
On-DemandWebinarFree!
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.
On-DemandWebinar
In an effort to respond to the needs of an increasingly diverse community, the Cedar Rapids (Iowa) Public Library conducted its first diversity audit. Library staff took a serious look at the diverse needs of the community and created an audit catered to those needs. This session discusses the process and results of an audit of the young adult materials, lessons learned, exciting trends, and great additions to your collection.
On-DemandWebinar
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.