What Would Walt Do? Webinar Notes

I signed up for this one in 2012…and finally watched the archive today.

What Would Walt Do? Quality customer service for libraries with Elena Rosenfeld (High Plains Library District), Crystal Schimpf (Community Tech Network), and Suzanne McGowan (Anythink)

At ALA in Anaheim in 2012, these three participated in a pre-conference with the Disney Institute on Disney Quality Service – or how Disney does customer service.

Part 1:

A guiding principle from Walt Disney (my Dec. 5 birthday buddy):

We have always tried to be guided by the basic idea that, in the discover of knowledge, there is great entertainment–as, conversely in all good entertainment there is always some grain of wisdom, humanity or enlightenment to be gained.

Using a story of a jazz band entertaining young listeners and encouraging them to dance along at New Orlean’s Square in Disneyland, the speaker posed the question, “Why didn’t each musician just play his part and be done with it?  Why did their energy transform the crowd from music listeners to active participants?”  The cast members were allowed to “infuse their work with their own personal purpose” and give the role their own, individual interpretation. They had the freedom to express themselves.  So, how do WE empower library staff and define their purpose and support them as they contribute their unique value to the organization?  Staff aren’t robots – to excel, they need to have genuine, authentic interactions.

At Disney everyone is responsible for quality service (and picking up trash…even the CEO).  The right infrastructure (values, rules, and training) has to be in place to support taking responsibility.  What are tasks that EVERYONE at the library can or should take responsibility for?

  • shelving books
  • straightening shelves,
  • picking up trash
  • pushing in chairs
  • answering tech questions

Part 2:

We need to Understand Our Guests – know how visitors use the Library and understand their:

Needs | Wants | Stereotypes | Emotions

Needs – what brings them in? storytime, a book, an information need, the newspaper

Wants – but what do they ask for – what do they “really” want?  A “Good” book, FAST internet, information about programs they were unaware of – Exceed what they need by fulfilling their wants.

Stereotypes – What are they? Shushing and quiet when in reality libraries are loud and active. How can we ensure visitors leave with NEW stereotypes?

Emotions – How do we create new emotional feelings (positive) about the Library and make the Library one of their favorite places?

Service Priorities – what are Disney’s?

  1. Safety | 2. Courtesy | 3. Show | 4. Efficiency

High Plains Library District operating principles – Guidelines of service used internally:

  • Anticipate and meet community needs on a daily basis
  • Serve every community
  • Service delivery aligns with individual patron’s preference
  • Patrons find what they need at first contact
  • We continuously innovate
  • We never say No

Staff are empowered to explore options, under these guidelines, to find “WINS” for everyone.

High Plains Decision Making Tools – based on the Disney Service Priorities:

  1. Safety
  2. People leave on a good note – visitors leave having had a slightly better day.  If someone is asked to leave the library because safety was jeopardized, then it falls within this model.  Safety comes first.
  3. Minimize hand-offs – I took this to mean encourage cross training, so everyone from the Page to the Reference librarian can help with commonly asked questions and requests.

Supporting Service Priorities  through People, Place and Process.

  • Safety involves the place – dangers shelves? loose tiles?  and it involves people – walkthroughs, awareness, and process – customer conduct policies, money handling procedures, incident reports, collaboration with the police.
  • We discussed the conflict between having Happy Patrons and Policy Enforcement
    • Evaluate the policy
    • Find when you have to say NO and see if the policy OR the procedure need to be changed.
    • Eliminate “I don’t know.”
    • Focus on what staff CAN DO for patrons – if it’s policy, work with it and explain it…if it’s procedure, is there the flex and empowerment to negotiate?
    • Find Shared Wins

Part 3: When is the 7 pm light show?

What are the commonly asked questions – the “when is the 7 pm light show?” questions – that are more complex than they first appear.

The speaker shared a story about when she asked that exact question herself at Disney and that what she really wanted to know was: where should I stand to watch the show? what time should we come to get a good spot? and  what else do I need to know to have a good experience?
Who was the staff person at Disney who answered her question, and all the other questions she didn’t ask?  A custodian…

So, what obvious questions do we get at the library?

Hours | restrooms | events | kids room | do I need a library card to check out books

When the answer to any question is ‘no’ – even if you don’t use the word…does your body language convey “you just asked a really stupid question”??  The Answer must NOT be obvious to the customer of they wouldn’t have asked.

Respond with authenticity, not scripts.  The speaker shared her story about waiting in line at California adventure to get a special handshake from a character and how the experience was genuine, authentic, and meaningful to her and her daughter…even though the cast member had done this 1,000 times a day.  As a mom, she learned patience.  As a librarian, she thought about how to ensure authenticity and ‘freshness’ at the library.

  • Every customer is new to the library – treat them each as a special guest
  • Add authenticity with new displays, moving furniture, merchandising the collection – shake things up!
  • Be positive and give praise
  • Use humor
  • Be present
  • Smile and, if appropriate, make eye contact

Provide SIMPLE GUIDELINES for staff to ensure success of the team – simple and consistent.

Start with a smile, end with a Thank You

Can you teach customer service or is it impossible to train? May come naturally or be instinctual to some, but many argued it can be taught.  Provide staff with the Values, then they can learn skills that support those values.  Make sure the staff understand the “why” behind the values.

Motivating “Authentic”:

  • Active listening
  • Share ownership of the effort – cultivate mini-relationships
  • Be in the moment with that person

Management’s Role: Set example, set expectations – practice positive internal customer service.

Follow the Golden Rule and be Positive

How do we manage so-so employees?  Disney has an intensive interview process where the expectations for positive customer service are laid out…and candidates are given time to think about them and decide if they are willing to uphold them.   The Team as a whole needs to work together for a positive experience. For some people, the library may not be the best place for them to work…

Internal Customer Service – (Found this great post related to the topic). Encourage risk taking – understand that we can’t always be perfect and encourage humor in the workplace.  Make other people look good (and hire people who like to mentor).

Combat Compassion Fatigue – (Found this Webinar on it in WebJunction on Understanding Compassion Fatigue in Libraries)

  • Support one another
  • laugh and have fun
  • Rotate responsibilities
  • Shift flexibility – work with the types/lengths of shifts
  • Roving staff at Anythink – spend time in many areas, helping many different kinds of patrons
  • Avoid ‘blaming’ culture
  • Focus on the positive to prevent the negative

 

 

How to Create New Revenue Streams for your Library with Ed Rossman

Webinar archive from Sept. 12, 2016 presented by ALA Editions. 1 hour. Handouts: Money Matrix and Product Categories

Based on books 40+ New Revenue Sources for Libraries & Nonprofits  

Make money not excuses – using the public broadcasting model to learn to be self-supportive.

Traditional steps of sponsorship:

  1. Discovery – Staff brainstorms for prospects and sees where there are personal connections for introductions and relationship-building.
  2. Cultivation – Can we come back and ‘really’ talk?
  3. Solicitation – Here’s what we can do! (The ASK)
  4. Stewardship – Acknowledge their support and keep connected.

and Broadcasting model and revenue through ads processes discussed. Product categories to be used with ReferenceUSA to find potential sponsors organized by Dewey Decimal.

Establish value to the sponsors – be careful not to undervalue what you have to offer.  CPM – cost of exposing 1000 audience members to a message, dividing the total cost by audience.  $500 sign cost, 30,000 patrons drive by = 16 cpm.  Compare to cpms in other mediums in your market.

Examples of naming rights, maintenance clauses, and other legalities, including contracts with elements confirmed of who, what, how, etc. Logistics, copy confirmation, billing, deposits, implementation.

Promotion of Chapter 7 – use annual report to make an engaging promotional package. Features and benefits exercise, used with subtlety, can help frame things in a user-friendly way.

Crowdfunding used by 2nd graders – made more than selling lemonade!  Example of Early Literacy Storytime Nook.  Used IndieGoGo, pitched early literacy, included a video as their graphic, provided incentives (gift ladder), and provided a goal along with full campaign with timelines and connecting it with summer reading.

Grants and partnerships – National suppliers with deeper pockets – co-op advertising…approach local Ace hardware to then get to CubCadet.

Money Matrix for brainstorming. A way to evaluate an idea for a new revenue stream, like room rental or a 50-50 raffle.

Question about non-profit not making a profit. Depends on the state – look for grant partners for seed money and help sustaining a grant-funded program.

Five Fast Track Methods

1. 50/50 raffle from mid-oct to mid-dec ($400 by year end) – Our Friends have a small games of chance license, so they can cooperate with us on these. Legally bound to announce winner or can they remain anonymous?

2. Online gift shop – Friends are selling books on ebay.  We can sell mugs…what else? Example to use CafePress to allow gifting of items with our brand on them.  No up front cost except time. Option B to start with.

3. Naming Rights – Own-a-Day – celebrate a person’s name by putting the name on the library’s promotional channels (newsletter, fb page, tv, receipts, etc.) to commemorate retirements, birthdays, congrats, etc. James V. Brown library in Williamsport, PA have a calendar marking the $100 per name/gift and has online form.  Look at impressions – no long descriptions needed. For a new method, ask who, what, when, where, how, and why? Ex: Separate rates for public/business? Text only or also an image? Calendar system to book it and a due date for payment. Determine all locations and make a checklist. Procedures for copy and deadlines. Advertising or just ack. language?  Brown won a Cengage award in 2015 for this program.

4. Sell a holiday recipe book – IngramSpark self-publishing calculator to determine revenue that may be generated to help with decision making. The Friends published Voices of the Valley history book they sell for $20.

5. Crowd-funding to utilize the 2nd ask and year-end write-off tactics. Incentives based on a gift ladder; a cup for a $25 donation, hat for #30,  etc. Possible way to augment Annual Appeal?  Use other methods to help generate cash to buy incentives. Works best if we have been good stewards of prior donors.

Contact info: facebook.com/rev4lib with current examples

Q/A – Competition with other nonprofits? Start with a media audit – see what’s been run in the past and find an open timeframe. Find ways to work them them, partner to achieve a wider audience.  Create synergy.

How do you ask for general operating fund donations? Talk about scope of mission of the library to the community.  Tie message to the fundraising method. Raising money without raising taxes, while still providing a service (and maybe a product like a mug).  Emphasize value of the library if not making a specific ask.

Exceptional coporate support examples: Thank you to our sponsor page to praise summer reading sponsors, for example. Denver public library, for example.

Communication and Relationship Building for Leaders

Bucks-Mont Collaborative Leadership Training Series: Communication and Relationship Building for Leaders | October 20, 2015

Course Description:

You’ll learn Empathic Listening – If like most, your training has primarily been in writing and speaking; however, most of our days are spent listening.

-Whole Message Model – This is a template leaders can use to ensure the entirety of your message is being communicated effectively – especially those difficult messages.

Presenter William Reiner is part of the Adjunct Faculty at Holy Family University where he teaches in the Graduate School’s MBA program. His courses include leadership development, finance, and economics.

Notes:

Respect rubricWe started with a Grad-school type rubric with skills/knowledge on one axis and relationships or ‘ability to connect and perceived care about me’ on the other.  Basically, people who are low in skill and poor at relationships are despised, while people who are high in skill and good at relationships are revered and respected.  Those who are good at what they do but are not trusted because they have shallow relationships are feared while those who don’t really know what they’re doing but are nice people are tolerated.

Characteristics of a Good listener:

present, not multi-tasking, not on the phone, focused on the speaker, provides ques and acknowledgements, gives TIME, sincere/genuine, restates the conversation, hears more than what is being said (empathy), is NOT formulating a response while you’re talking, patient, shows respect, not judgmental, interested, challenging when appropriate, holistic and ask probing questions

Characteristics of a Bad listener (you know, like me):

distracted, reactionary, doesn’t let you finish, impatient, no TIME, dismissive, one-up-manship, make the conversation about them, devalue what’s said, don’t seek to understand, “Efficient over effective – you may be heard but are not listened to”, not remembering the conversation (maybe we just have a bad memory, yo), jumping to conclusions, intimidating

A Bit About the Importance of Body Language:

  • 50% of the message is non-verbal
  • 10% of the message is through the words used
  • 40% is tone of voice

Listening – on a scale

-1Discounting is NEGATIVE listening

  • Providing Unsolicited Advice or trying to Solve the Problem is Discounting
  • Providing False Reassurance is Discounting – “It’ll be all right”
  • Denial of the person’s feelings is dangerous Discounting – you really can’t tell a person how they should feel. They can think differently but you feel what you feel!

0 – Silence can be positive or negative, depending on circumstance. Are you distracted or showing open body language and giving your attention?

1 – Fact Finding – get to the root of the issue with questions. Seek to clarify, look to understand so you can then be understood.

2 – Content Reflection – “It sounds like you’re saying” – provide a restatement. Restate a word or key words used by the speaker to show you’re listening.

3 – Feeling Reflection – “Sounds like you’re ___” Name or identify the EMOTION for the speaker to feel heard or validated.  Enhance with positive body language.

Empathic Listening

  • Feeling of the speaker is reflected
  • You’ve gotten to the heart of the issue.
  • The words are the tip of the iceberg, while the meaning is hidden beneath.
  • What if you identify the wrong emotion?  No worries – the speaker will CORRECT you!  Yes it’s risky and may cause anxiety, but it will get to the real issue: Emotion.
  • Emotions: disappointed, frustrated, angry, concerned, exhausted, shocked, afraid, sad, hurt, impatient, drained, deceived, worried, vulnerable, etc.
  • Ask permission before offering ideas, feedback or solutions.  “Would you like to talk through ideas?” “Sounds like you’re really frustrated, How can I help?  What do you need from me?”

Resources:

  1. Listening with Empathy by John Selby
  2. Habit 5: Empathic Listening by Stephen Covey
  3. Lost Art of Listening by Michael P. Nichols

Whole Message Model

  • Delivering the hard messages and handling the difficult discussions.
  • There is often a disconnect between what’s being said and what is heard.
  • This is a Template – all of the elements of a message can be mapped out in advance.
  • Web resources I found: Performance Feedback | Whole Messages by TalentFutures | hal.ph Whole Messages Communication

Observations – “I see…”  performance, behavior DIRECTLY observed

Thoughts – “I think…” we need, as a team, to follow the policy

Feelings/Emotions – “I feel…” really frustrated that, concerned, uncomfortable, anxious, etc.

Seek to Understand – ask for information – pause if needed.  What if there’s a really good reason for the behavior you observed?  This is the time to hear about it.

Wants/Needs – “I want or need…” you to come to work dressed professionally, for example.

It’s Simple, but not Easy!  Teach it to others to fully understand it.

Genuine listening is hard work; there is little about it that is mechanical… We hear with our ears, but we listen with our eyes and mind and heart and skin and guts as well – Alfred Benjamin

KLA MLA Wrap Up

Many of the presentations are now posted online, so I’ve included those in the original ‘notes’ for my memory and future use.  I’ve also found a few other cool programs I didn’t get to go to, but am copying the blurb and presentation links for future use!  I did this after PLA 2012 and STILL use the “How Are Things” (HAT) and APOP (“Annual Piece of Paper”) staff evaluation method I only read about from my Post of Posts: Abolishing Performance Evaluations.

We’re trying to kick-start our teen/tween program, so there are a lot of presentations on that to share with my YS department (of two – go Glynnis and Jessica!) and some other admin-type stuff that I just find interesting.

Overall, a FANTASTIC conference. Kelly worked her butt off and it showed with a flawless experience for the participant.  I really enjoyed the opening reception at Kansas City Public (and not JUST because I got to eat Rudy’s chicken tacos again – as in twice in the one trip).  All of the presentations I went to on Thursday were extremely good, timely and I used the scenarios Vickey posed in her Transition v. Change program at my budget presentation last Tuesday (2 days after I got back from conference).  I completed my evaluation – did you? Here it is:

Overall Conference Evaluation: https://goo.gl/PQ3Bmq
Breakout Sessions Evaluation: https://goo.gl/M2vWX2

First one I’m sorry I missed (and not JUST because it featured Katie Hill’s Library in Coffeyville):

Library Makeover Tour around Southeast Kansas  | 2502A |  Session Materials
In May 2015, Southeast Kansas Library System sponsored a bus tour of five SEK libraries that had recently remodeled their spaces. The library communities ranged in size from under 300 to 10,000. Some had grant money and some found ways to work with their communities to achieve phenomenal changes to their buildings, use of space, and furnishings. We will show pictures of the changes, discuss the process the libraries went through, share their sources for materials and give ideas for other small libraries working with tight budgets.

Audience Focus: Kid/Teen/Adult Crossovers  | 2502B |  Presentation  |  Session Materials
Teens have always known what adults are just now learning—their books are better. This session will explore the appeal of teen literature to adults and adult literature to teens. What are adults finding so intriguing in young adult books? What are some of the trends in teen literature that adults are discovering? Which genres are crossing over the most?
-Readers’ Advisory Track

A Storywalk in the Park  | 2505A Presentation
Learn about how Scenic Regional Library used a Racing to Read grant from the Missouri State Library to put Storywalks in 7 parks, and tied them to Racing to Read literacy information.
-Programming & Outreach Track

Reading is my Superpower: Comics in the Library  | 2502B  |  Session Materials
Have you ever wondered why Batman isn’t in any of the Avengers movies? What in the world is the difference between an issue and a volume? Want to lure the cosplay crowd into your library? Join comics fangirls Lindsay and Karen for a newbie-friendly foray into the wonderful world of comics! We’ll be talking about comics history and terminology, collection development and programming. Learn how to respond to those patrons and coworkers who still feel that “comics don’t belong in the library!”

YA Literature Update 2015  | 2505B |  Presentation  |  Session Materials
What’s happening in YA Lit in 2015? What trends are popular and what genres are taking over? Learn about need to know titles to share with your teens in this popular annual session given by Youth Services Manager Sarah Bean Thompson.
-Youth Services Track

Horrible, Evil Library Books: Intellectual Freedom for New Staff  | 3501A/B Session Materials
Does your staff cringe when someone asks for 50 Shades of Grey? Does Wicca make them wince? Do they gasp in horror at splatter punk? Do they bury the the swimsuit issue of Sports Illustrated? Do they blush at bosoms? How well is your staff trained to practically engage with Intellectual Freedom? Join us for an overview of how we developed a purposeful method to train new public library staff. Find out what we have done, what’s been done learned and what we will do in the future.
-User Services Track

Don’t Be Scared, It’s Just an Early Literacy Fair  | 2505A Session Materials
Have you wanted to host an early literacy fair? Curious as to what one is? We can show you how we use grant funding to make an early literacy based program that can be done on any budget. This presentation will focus on how to design a program incorporating the five early literacy skills for an audience from babies on up to readers and adults. Join our interactive session and get ideas on how to use everyday objects to create fun literacy tools that anyone can duplicate.

STEAM-y Storytimes  | 2505A  |  Presentation
Come play with STEAM! (Science, Technology, Engineering, Art, and Mathematics) At the Olathe Public Library, 2-5 year olds, and the adults who bring them, explore these concepts in creative ways through engaging activities. Come for the easy, inexpensive ideas and stay for the hands-on fun!

Format Focus: Nonfiction–Got to Be Real  | 2502B Session Materials
Narrative nonfiction is one of the fastest growing leisure reading areas in the past ten years. From micro-histories to memoirs to travelogues and history, nonfiction offers the same compelling story lines, breath-holding suspense, and colorful characters as the best fiction. Hear about some of the most popular nonfiction areas for readers, what the reader appeal is for nonfiction, and some failsafe titles for library staff and patrons.

Engaging Tweens and Teens in Our Libraries  | 2505A |  Presentation  |
We will talk about how our different systems ignite and encourage youth in middle and high school, as well as those of that age who are not currently in school, to find what they are passionate about and to then “geek out.”

STEMming Outside the Box: Passive and Self-Directed Programming for Teens and Tweens  | 2503A |  Session Materials
It is hard to talk to a children’s or teen librarian in the country who hasn’t heard of the importance of Science, Technology, Engineering, and Math(STEM) programming, but many libraries feel like they don’t have the resources, space, or expertise to put on a STEM event. We will demonstrate STEM programming ideas for teens and tweens based on the NWKLS You Try-It! Kits and the NCKLS Maker Kits. STEM, itself, covers a broad range of subjects, and the sample kits address these different areas in unique ways. This panel will provide directions and resources for creating kits and discuss ways of using kits for passive programs or for circulation. We will also discuss community organizations available for partnering in STEM programs. There will be time during the session for participants to try out materials from the kits.

KLA/MLA 2015 Day 3

Format Focus: Non-Fiction

Kim, Polli and Amanda are sharing all things great and good about non-fiction.  Book list to come (which is why you come to these).  I will comb through ALL of the handouts and pick out the stuff I missed and want to share.

State Librarian Luncheon (I passed – Italian sausage, ravioli in cream sauce and green beans)

Best part – a great conversation with the staff from Basehor Community Library.  I found out how they organize their Readers Theater program for 3rd-5th graders (info from Scholastic).  It’s a 3-hour workshop.  Library staff (Vicky and Patrick) pick the book, make copies of the script, read through the script, create costumes and scenery…then perform the book to friends and family.  Vicky will read the book first, so the kids are familiar with it and can talk about the story and motivation.  Patrick says the costume and scenery part is what the kids get most excited about.  Vicky will make recommendations for who gets what part based on her knowledge of her kids’ reading skills.  I think when the younger kids want to participate, I heard she may give them a part as ‘frog’ or another sound-effects-type role.  There are lots of online resources and scripts – just search ‘readers theater‘.

We also talked about an Adult Readers Theater, which might be fun, too. Think of it like recreating the good-old days of radio!  Might be great for Seniors.

I asked about passive programming and incorporating tech into story time.

IMG_4737

LibrarySimplified – a NYC Library program – search one place for an ebook – “One discover and reading system for all ebook vendors.”  Multiple vendors is invisible and only one app is needed.  (Would be good for feeding/overdrive/oneclickdigital.)  Looks like KDL, Boston and Chattanooga are all using it.

The State Library BOUGHT Mango – so they don’t have to subscribe.  I wonder how that works?  Seems like a more cost effective options, if you can update.

KLA/MLA Day 2 – Tech Tool Trends 2015

Tech Tools Trends 2015 – Cynthia Dudenhoffer – Presentation (with all the hyperlinks)

Cynthia started by saying this was a research based talk – “there’s a lot of crap out there.”  More critical about what she shares.
Data Visualization – (dissertation topic): enable, ask, inform, see, relationships, highlight.  Present the information visually, with meaning and thoughtfulness
Types:
  • Taxonomy: London hipster coffeeshop names – won an award.  beautiful.net.  Connections of library systems example
  • Health Information: Plot medical outbreaks on a map tons end out vaccines.  Crowd source tool – get info immediately and share in a meaningful way
  • Statistics
  • Library Data Visualization Data plots for circulation by region, state circa data, play with it – great ways to work the data to share with Board and commissioners
  • Game of Thrones: Relationships decoded – very cool.  (sex one, too)
To Make:
  • Infogr.am
  • piktochart.com
  • tableau.com – vaccine map – upload data sets
  • Google sheets/fusion tables
  • visme
  • easel.ly
To View:
  • Flowing Data has education data
  • statistics.com – training offered
  • visual.ly
  • informationisbeautiful.net
  • visualziang.org
Convince your board of anything if you give them a pretty enough picture.
Digital Collections – Content and projects to share docs and pics
  • DPLA – app section useful to search by color, for example
  • Serendiptomatic – aggregator (like wordle but an image search that pulls images from other sources of image collections)  Metadata attached to them.
  • Kngine – new type of search engine by asking questions.  Separates content out by images, articles, answers – strips out all ads – great research starter
  • Omeka – Digital content place and make exhibits online for free (or a hosted version)
  • OpenCollections – better for libraries that have a programmer
Virtual reality
  • Google cardboard  – google explorations teams up with nasa – look and see into space.  Teen program idea.  Augmented reality affordable and educational accessible.  Libraries count for the apps.
  • Aurasma – video tutorial tool for iPhone (app) – notate a picture. Easy to use.  Library tour idea.
  • Chromville – program idea for technology with iPads – free, color, change the world with the colored pages
Education Hacks:
  • Shelfari – digital bookshelf images to highlight a collection
  • Icanhazpdf – twitter hashtag – articles will be tweeted back to you and works really well. Crowdsourced ILL.
  • ExplainEverything – white board app to notate and record voice to make tutorials (college class example)
  • DigitalPassPort – Digital citizenship tool – safe online – prepare for the internet
  • Pinterest – students use it to store citations – just use what they already use
  • SubText/AR360 – bought by accelerated reader
  • Biblionasium – gam-ifies reading for kids 7-13 year olds. Badges, etc.
  • WhatWasThere – GIS – stand in a place, and tells you the history!!!  Philadelphia!  You can add things, as well.
  • WordLens/Google Translate – virtual reality – to translate signs in real time.  JOAQUIN
  • Paper – http://www.fiftythree.com/paper – list sharing, gesture-based, annotate, take notes, share accounts to many people, grab images or pieces.
  • Poems by Heart – Produced by national council of English Language. to help children memorize – expose to classic literature and helps them.  PROGRAM idea. UK tool. Her 7 year old son loves it
  • ResearchReady – Craptest – web site test.  evaluates websites. Good for students.
Maker:
  • Koma Koma – stop motion animator easy to use. record play back forward Cool little movies
  • Crowdflik – GIS and aggregates – concert example, find other videos of events
  • Stripdesigner – graphic novel comic book creator Templates, upload your own art
  • printShop (Makerbot) – App to draw and then print 3D
  • Lightbot – teach kids programming.  Puzzle based games (like robot turtles).  Looks like minecraft.  Teaches general functions of programming
  • MyBrushes – Painting app – options
  • Canva – Online graphic designing tool. Fun.
Mining/Analytics
  • Scrapy – open source way to scrape data behind web searches. Like google analytics
  • Buffer – Organize your social media accounts – dashboard, schedule, etc.
  • SproutSocial – Proactive – use to monitor social media by topic and create an alert – trending topics to encourage you to post stuff.
  • Topsy – 2006 Twitter archive. social media search engine.
  • SocialMention – Search engine of real-time social media
Overlays/Managers
  • Storify – pull social media to make a story.
  • Odyssey – GIS location based stories.  Vacation example – notate.
  • Veooz – News aggregator with social media.  Beta but good.
  • WWSGD – Seth Goden – Plug in for wordpress to remind you to thank you for commenting.  Notices for web site – bring people back to the web site
  • Trendsmap – social media and data and GIS – overlay twitter geographically in real-time.  Syria, for example. No translator built in.
Q&A – 
Mashable is where she learns about these things.  Search in Veooz for social media trends.  LifeHacker network gives ideas of new tech trends, too. Follow or get a news aggregator. Gizmodo, too, for tech side. Pocket plug-in. iPhone app to live in toolbar like pinterest.  Daily Skim – sends you links to read later. Fee.ly
App – Poo Log – What’s Your Poo Telling you?

KLA/MLA Day 2 – Thinking Outside the Stacks

Kathleen Morgan – kmorgan@lawrence.lib.ks.us, Lawrence public library Foundation director – outward facing functions of the library and Judy Keller, Jeffrey Byrne and Associates, Inc. – fundraising consultant for capital campaign and now a Board member | Presentation

Demystifying Fundraising.  Many libraries have foundations, but how do we pursue these gifts?

Lawrence Public Library’s Story: Ribbon cutting to newly renovated and expanded building after 10 years of hard work.  $19 million project with parking lot.  Library had to raise $1 million of the project, then $18 million bond.  Daunting task – a lot to raise.  Inexperienced Foundation board, with a project of this scale.  Hired a consultant and raised $1.2 million.

Most library capital campaign is $3-6 million range.  What advantages were there going into the campaign?

  • Everyone understands what a library is and does – intuitively know libraries are a good thing
  • Established leadership
  • High visibility
  • Mayor made this his/her issue and got Commission behind it
  • Library building needed it – 42 year old building and it looked it (Helped that Topeka’s library was much nicer in comparison)

Challenges:

  • Director resigned in early stages
  • Two lead architects left the firm in early stages of the campaign and raised questions about continuity and design
  • Highly visible and many loud opinions (on the local newspaper comment sections)  ‘chatter’

Issues:

  • Other campaigns going on in town
  • Economic climate – just starting to get out of recession
  • Private v. public funding mix
  • Obsolescence – why do we even still need libraries
  • Wealthy people are shopping at Amazon
  • Foundation’s personal interest – all board and senior leadership MUST contribute

Process:

  • Friend-raising – 2 fundraisers a year (indoor golf and after-hours at the library)  Get over stodgy reputation and raise awareness
  • Feasibility Study – Closer to campaign date – “smartest thing we did” – Expensive and adds to cost.  Internal and External examination of where you are in the community and what land-mines you may encounter.  Look at donor database, mailing list, etc. and interviewed community members, Board members, leadership team, etc. Provides a pre-game plan.

New Stories – name of the campaign – Six Criteria for Success at Jeffrey Byrne

  1. A case that is valid, realist and universally accepted.  A Case For Support.  Has to make sense.  3-5 page white pages left in draft form to test with significant prospective donors.  Vetting the Case Statement – think from a donors perspective.
  2. Commitment by organizational leaders – Support and endorse with their own financial support
  3. Involvement by community leaders – Editorial staff, community leader as a champion (with credibility with donors)
  4. Strategy to obtain pacesetting gifts – $100,000 to $200,000 lead gift, plus a $75 and 2 $50’s to make up top 30% of the campaign – proper cultivation.  Must come early in the campaign
  5. Proper planning – Planning before you enter public phase is MOST critical
  6. Proper timing – What about those other campaigns?  There will always be others (hospital, school, church) – the best time is WHEN you are ready

Tips and Tricks:

  • Be Bold – “We only get to do this every 42 years”  Go for it and do what needs to be done to reach your goal.  Library touches every life int eh community
  • Be Prepared – Do the feasibility study and be ready to address any concern that pops up during the campaign.  Have the answers before the questions are asked – do your homework.  Talk to enough people
  • Know Your Community – Look, feel message must be tailored to your community
  • Get Good Volunteers – Someone respected, trustworthy, positive and very hard working.  Fun when you like each other.  Get a diverse group – draw on those networks in town.  Steering committee should be broad
  • Follow the Process – There’s an order – channel Julia Child – start from the inside and work out.  Inner family first (Board, staff should give and participate first), and then to major donors and then foundations and businesses and go public for the last 30%.
  • Be Patient – it takes time and you should expect lulls.  Don’t skip a step.
  • Ask for a specific amount – Naming opportunities as the center piece to start conversation.
  • Don’t under ask – It can offend donors
  • Be Enthusiastic – the Donor can tell if you’re faking it.
  • Celebrate Accomplishments – weekly appreciation and thanks.  Parties for landmarks – Food, Beer and Wine
  • Be Grateful – Stack of Stories to track progress.  Stack of books, reminded visitors of what was going on, brought it out after first 70% was earned.
  • Can’t be Grateful Enough – Donor wall has “Citizens of Lawrence” as the biggest donor (bond issue)

Epilogue:

  • Set up for future success – Humanities grant on heels of successful capital campaign.  Raised another $1 mil for program endowment.  Matching grant – National Endowment for the Humanities.  Opens up other opportunities – faith, legitimacy and proven track record.
  • New Landmark Library

Questions:

  • New campaign – different donors, different focus, but still had naming opportunities but some same strategies and the matching piece was appealing to donors
  • Was the campaign cost rolled in?  Yes – 10% admin expenses and lead gift was 10%.  Ended up using 8.5%.
  • Still doing events?  One a year and alternate them – caddy stacks and then the adult party.  More manageable for staff and board.
  • After hours party – last one was ‘sneak a peak’ party.  Permits, fire marshals, stress!  Thursday 5-7 pm or a Saturday night at 7 after the library closes at 6.  Fun to drink in the library after dark – magical party space.
  • Adult supervision:  Tax credit opportunities for the donors (in KS and MO) and post-campaign fundraising you can grow the endowment and support perpetual sustainability.  Planned giving with an endowment campaign (state of the art).

KLA/MLA Day 2 – Managing Transitions

It’s Not Change That’s the Problem, Its the Lack of Transition That’s the Problem with Vicky Baker, Mid-Continent Public Library | Presentation

Book: Managing Transitions by ??

Change v. Transition
Change is situational – move, new director
Transition is psychological – let go, go through the neutral zone and then make a new beginning
“Just because everything has changed, don’t think anything is different.”
Celebrate the new beginning and give time people to unplug from the old way.
Move towards acceptance of what is happening.
Letting Go:
The process causes feelings of: Fear, denial, anger, sadness, disorientation, frustration, uncertainty, sense of loss
Yes, these are also the stages of grieving.  Even happy changes are difficult transitions – everything is ‘so completely different’ for example, when you have a baby.
Go through this stage completely – if you escape too early, you’ll lose creativity and problem solving.
Case Study:  5-10 years in the future, no more print materials (we used this scenario to discuss all three stages).
Who is losing what?
Security,memories, staff lose work, everyone loses something, donors/supporters,
What exactly are they losing?
Newspapers, 24/7 access to materials even without power, losing the vehicle for stories and information, losing activities like lap-sit reading between kids and parents, poorest lose access to books because they can’t afford the devices, access v. ownership issues
How do you talk about the change?
Push acceptance and present as positive, just losing how you access the stories and information, business access, customize reading experience
Is everyone losing something?
Yes – unless you don’t read.Transfer importance of books to the new thing.  No more weeding!
How Can You Help?
  • Give as much detail and possible – who, what, when, where, how.
  • Give people information when you have the information and get it out
  • Listen sympathetically  the whiner may wear you out you have to try and understand
  • Accept the signs of grieving
  • Define what’s over and what is NOT over.  Find the positives.
  • Mark the Endings – celebrate or have a funeral
  • Let people take a piece of the old way with them (include patrons).
  • Treat the past with respect – honor where we came from
Neutral Zone – waiting for the new thing to come and you’re  one grieving
  • Anxiety rises and motivation falls
  • Absenteeism increases
  • Old weaknesses reappear
  • People are overloaded because they don’t know what they are doing
  • Systems are in flux
  • Consensus breaks down – don’t know what we are doing
  • Teamwork is undermined
  • Loyalty to the organization is lessened (during that time period)  Why?!
  • People will be frightened because they just don’t know what to expect.  Free Library example when the budgets were cut
Case Study in Neutral Zone – work is backing up and bad habits returned:
How do we motivate?
Prioritize with the person and let them start with what they enjoy, be flexible with job duties, Buy in.  Volunteers – provide help.
Absenteeism – how do you make work fun?
Small goals and then celebrate.  More days off?  Let them go.  Remind them of the importance of what they do. Give more autonomy – flexible schedule during the transition, work with them as the manager, What do we let go – identify.  Create talking points and lead from the front, Appreciate the staff that does show up (chocolate/lunch)
This too shall pass, growing pains, Celebrate all victories and improvements, Talk about it and confront the issues.
How can you help?
  • Give people a metaphor to hang on to
  • Protect people from any other changes while int he neutral zone. Delay more change.
  • Review policies and procedures
  • Create task forces and project teams (helps with buy in)
  • Set short term goals
  • Provide seminars to help people during the neutral zone – workshops and get staff out of the library
  • Encourage creative problem solving – bend and create new rules
  • Create a transition monitoring team – don’t run it, just keep tabs. Feedback.
New Beginnings
  • Beginnings reactivate old anxieties
  • New Beginning/ New way seems like a gamble
  • Fear that if it is a failure there will be punishment (who will be blamed?)
  • May have preferred to stay in the neutral zone – more creative = more fun
  • Communication is Key
Scenario: what communication? what are new duties, what are new measures of success and is everyone ‘there’? Positive, personalized help, reassure, tech competencies and training, confidence building, RA, training materials and guides,
How help?
  • Provide encouragement through the 4 P’s:
    • Purpose
    • Picture – illustration
    • Plan – more detail about what’s happening
    • Part to Play – roles and responsibilities
Reinforce the new beginning
  • be consistent and say things consistently
  • ensure quick successes
  • symbolize the new identity
  • celebrate the success
Vbaker@mymcpl.org

KLA/MLA Day 2 – Dealing with problem patrons

Presentation Bringing Sanity Back to Difficult Interactions with Patrons – Resources KLA/MLA Conference 2015 | Ruth Harries

What is a problem patron?  Stinky people, tired people, someone upset about policy, annoyed by another patron, needs extra help (lots of it), and someone whose behavior endangers others, etc., etc.

Strategies for Sticky Situations:

  • Build relationships – listen to your regulars and think about what people complain about the most (reduce fines or fine free days if fines are a squeaky wheel)
  • Listen actively – use body language that says “I’m listening” and empathize with the patron – “I’m sorry you’re going through that” or “I know this is frustration” or “That sounds really frustrating”
  • React appropriately – don’t over or under-react and enforce policy consistently, knowing there will be exceptions.  Think about how enforcement of a policy is going to impact the patron

If it all goes wrong…

  • Stay calm
  • It’s not about you personally (there  bad day is not your fault)
  • If necessary: get backup, disengage, contact the police (threats, abusive behavior, intoxicated)
  • Document, document, document – Incident Report Forms are your friend and let staff know what’s going on – to identify patterns of behavior.  Use careful language – describe how they appear, that they have bags with them, that they smell (don’t say they’re homeless…’cause you don’t know that!)

SupervisorManger Responsibilities

  • Create Patron Policies – code of conduct includes behavior policy and make sure staff members know what’s in it.  Post in a public place, on web site, as handouts that you can give a patron to read, etc.  Sample policies to come – with your Board
  • Craft an effective policy – tail to your library and clientele, lay out behaviors that will result in a ban for X amount of time (and how many instances of problem behavior) and cover behavior that interferes with others’ use of the library and anything that endangers others.
  • Back up your staff!! – provide training on all policies, on basic reference questions (Michael C. Hall Basic reference interview – look this up and Colorado State Library has virtual training for staff and how to be more approachable), and on how to handle abusive behavior.  Provide reinforcement when necessary and model behavior for staff. Practice in staff meetings, provide scripts, etc.
  • Use bans judiciously – follow your policy and make sure you’ve created a paper trail (Incident Report Form again) – when, why, how often, what was done, etc., etc.  CYA again and for succession reasons.
  • Include right of appeal – and you can’t ban for life – just for a year and give them an alternative means to access the information which is a first amendment right according to the courts.

Scenarios:

  • Computer use scenario – kick off one of these teens so I can complete my job application!
    Ask the teens if they’re willing to get off the computer, explain that the teens have a right to use the computer, bring out a laptop for him to use, rely on time management software (person on the longest – so you can say when a computer will be available), provide other places for patron to go for computer access, try to find an alternative, ask for volunteers to give up a computer (who is leaving soon?), call to reserve a computer – HAVE A POLICY – Cool idea: job application/school work ONLY computers at Hutch public library.  “Empathize and use active listening skills.”
  • Muttering pacer scenario – other patron is disturbed and worried about his/her mental health
    Engage with the muttering patron and ask if they need help to assess his needs, don’t assume (it could be the complainer who has the problem), address needs of both and offer a quieter place to go for the student, involve two staff person (one to engage and one to observe), are they in a quiet area? – address the policy.  Librarian411.org – Mo State Dept of Mental Health! Address the behavior with compassion and empathy.  Be familiar with resources in your community and involve an outside agency if necessary.

Q&A

rharries1@butlercc.edu

KLA/MLA Day 2 – Weeding Without Tears

Weeding Without Tears: Don’t let weeding become a public relations nightmare with Mickey Coalwell  | Oct. 1 | Presentation

Day 2 – and I’ve already had another hug (and a hangover, but that’s my own damn fault).

Mickey is now the Regional Director of LSSI for the Western Region after 10 years at NEKLS as a Library Development Consultant.

The politics and public relations of weeding.

Stories of publicity ‘debacles’ – Corrine Hill from Chattanooga Public Library was interviewed for this session – she was 2014 Librarian of the Year and by September a former Friends claimed she had “no respect for books whatsoever.”  August 2015 weeding backlash at KCPL – “Bibliocide” claimed the Friends of KCPL.  Urbana, IL…rallies in Berkeley, CA. When public gets involved in the weeding process, it often lead to the Director resigning or being fired. Whistleblowers were always staff, volunteers or Friends of the library!

What went wrong?  Causes:

  • No policies or vague policies
  • Public perception of the library as a museum/archive v. popular lending library
  • Untrained boards, staff and volunteers
  • Time and resources – “big weeding projects” are poison. It flags the public.
  • Emotional resistance in the form of irrational bibliophilia – romantic attachments
  • Past mistakes and lack of consistent weeding practices

Remedies:

  • Clear, consistent weeding criteria and philosophy – do you talk about it with the board, staff and Friends?  Procedures – how and why we weed.  Add a mending policy, too.
  • Regular, scheduled weeding with detailed documentation – keep the list!  provide more data, not less. Be transparent about our data – share what and why we are taking off the shelf.
  • Ideas: Free books just weeded, so the staff see what’s being removed and can take it home if they want!  In Academic library, involve the staff and faculty to give them options to unweed potential weeds.  Book Sales – gives the public option to see and take home the books!  Better World Books and online book sellers. Story of a recycling center also giving folks the chance to take books home.
  • Hints: pull out memorial bookplates before weeding (or return books to family if possible), second chance displays, etc.
  • CREW: A Weeding Manual for Modern Libraries by Jeanette Larson BEST RESOURCE EVER.

Bottom Line:

  • No Surprises
  • Train and educate staff at every opportunity – formally and informally
  • Board and volunteer orientation and training, including hands-on involvement in weeding
  • Share with staff how to be sensitive to the perceptions of the public.
  • We are good stewards, data-driven decision makers – and make sure deselection is talked about as much as selection
  • Be careful with “Big Projects” like RFID and moves – they trigger emotional responses from public.
  • Weed everyday or every week, just like you add new books everyday and every week.

Know the Numbers:

  • Data driven – helps protect you against irrational attacks.  Counter arguments against ‘morally reprehensible weeding’
  • Turnover (Circ/holdings)
  • Cost per circa (Expenditures/Circ)
  • Space for face-out displays, circ ALWAYS goes up, and people can SEE what GOOD stuff you have

Criteria:  Physical condition, frequency of use, date of publication, duplication, availability, and long-term historical significance or local interest  (MUSTIE)  Talk about these at staff meetings.

Product Life of different collections, formats and types – and include that in the policy.  “Board books last one day.”

How do you deal with local history and local authors?  Historical societies or take them off the floor.  You have them, but keep them ‘in a special place’ off the stacks.

Essentials:

  • Policy justification
  • Clear, written weeding criteria
  • Detailed record keeping
  • Consistent adherence to weeding guidelines
  • Inventory management approach
  • Training and communication
  • Include board and volunteers and friends in the weeding process – own the process and build a bridge with the community because they are involved in the process.

What to do according to Idaho commission for libraries:

  1. Make sure weeding is fully explained in your policy
  2. Fall any laws or local ordinances about the dispels of public property
  3. Give the public a chance to acquire materials before discarding them
  4. Work with the media preemptively

Weeding is a complex issue. That’s why it’s done by professionals.” – Corrine Hill