Customer Service

LiveWebinarAttendance Cert.
This webinar is designed to provide library staff with the tools and skills needed to be able to help library customers who do not speak English. From no-tech to high-tech, it will provide library staff with multiple resource options for when a "language barrier" situation arises at the reference desk, customer service desk, or on the phone. You will gain confidence in your ability to successfully work through a "language barrier" situation and help the customer get to yes!
LiveWebinar
Creating policies and procedures are the backbone of library operations. Policies and procedures influence everything from circulation to staff training. Ever have a difficult patron or a dispute? Conflict is hard enough to deal with, but not having an answer makes the situation worse for you and the patron. What about library staff? A lack of procedure makes it harder for you and your staff to set boundaries, understand their patron-base, recognize their needs, and how it fits into the library mission.
On-DemandWebinarFree!
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.
On-DemandWebinarFree!
This on-demand webinar shows how public libraries can educate uninsured patrons and build awareness about health insurance coverage. Learn about PLA’s second annual initiative, Libraries Connecting You to Coverage, with tips and tools to help libraries start or increase their efforts to educate and build awareness of coverage. These efforts will help reach the uninsured, many of whom are people of color, and increase health insurance literacy for better health outcomes.
On-DemandWebinarAttendance Cert.Free!
On any given day in America, more than 2 million people are detained in jails and prisons. This number does not include the many people who are on restrictive movement (through GPS monitoring), nor does in represent the impact of incarceration on the loved ones and communities of people who are incarcerated. Despite this, the impact of incarceration and the importance of library services to people who are incarcerated is often viewed as a form of specialized librarianship rather than an aspect of public library services.
On-DemandWebinar
There’s no denying that working in a public library today can get a little stressful. Join PLA and instructor Pat Wagner for some stress management ideas for public library staff that go beyond popping vitamins, watching funny movies, or drinking adult beverages. Topics include stress management myths, what works most of the time for most people, and what stress-relief activities reasonably can be held at the library, like brainstorming exercises and a stress quiz that can be shared with your public library co-workers and employees. — PREVIEW AVAILABLE
On-DemandWebinarFree!
Public libraries have long been leaders in bringing people into the digital world, providing programs and services that help patrons get jobs, gain knowledge, increase productivity, and engage with others online. Leveraging and strengthening existing library and community resources can help reduce staff burden and increase the library’s impact on digital literacy. In this on-demand webinar, a panel of digital literacy experts share tools, resources, and partnership strategies to help you enhance digital skill development among patrons and library staff.
On-DemandWebinarFree!
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.”
LiveWebinar
This webinar covers veteran resources, collection development, making your spaces and services more welcoming to veterans, and outreach to them.
LiveWebinar
In this webinar, learn how to build your own veteran-focused programs within your community by reaching partners and volunteers, empowering your local veterans to connect with other veterans, creating a comfortable environment to share experiences, providing education to meet veterans' specialized needs, and ultimately honoring and supporting your veteran community