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. The presenters share information about lessons learned, implementation strategies, internal marketing tips and tricks, and expanding programming outside of library walls.
Originally presented February 26, 2019.
At the conclusion of this on-demand webinar, participants will be able to:
- Introduce simple marketing concepts to all staff;
- Implement simple activities at outreach events; and
- Define their "just one thing" to implement at their library.
- Slideshow with notes (PDF, 28 pgs.)
- Plano Public Library Outreach Manual (PDF, 13 pgs.)
Includes outreach roles and descriptions, training, expectations for staff, and what types of events they attend.
- Plano Public Library Outreach Training Agenda (PDF, 1 pg.)
- Plano Public Library STEAM Kits
- Rainbow Rumble inflatable hexagons
Who Should Attend
All public library staff, including library managers and directors; and other library leaders.
Rachel Hadidi, PhD, is the community outreach librarian for Plano Public Library. She earned her doctorate degree in 2018 and studies information sharing behaviors in informal environments. She coordinates community outreach requests, provides staff training, and coordinates conference presentation submissions.
Rachel Yzaguirre is a community outreach librarian for Plano Public Library. She works with the Outreach & Engagement team, coordinating outreach events, managing library social media, and writing and facilitating grants projects.
This on-demand webinar is free and available 24/7 for your viewing convenience.
How to Register
No registration is required.
To playback this archived webinar you should have either the latest version of Flash running on your computer, or use a browser with native HTML5 support. Please use the most up-to-date version available of Chrome, Safari, Firefox, Opera, or Internet Explorer. A fast Internet connection and computer is recommended.
Credits or CEUs
PLA does not award credit hours, or CEUs, for its on-demand webinars and cannot verify participation.