“Just One Thing”: Training Staff for Community Engagement

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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.

Learning Outcomes

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.

Additional Resources

Who Should Attend

All public library staff, including library managers and directors; and other library leaders.


Rachel Hadidi, PhDRachel 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 YzaguirreRachel 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.

Tech Requirements

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Credits or CEUs

PLA does not award credit hours, or CEUs, for its on-demand webinars and cannot verify participation.


If you have questions or problems accessing a recording, send a message to plawebinars@ala.org or call 800-545-2433 ext. 5PLA (5752).