Library Leadership Track
Wednesday, January 23
This track is geared toward library managers or directors.
Wednesday, January 23
This track is geared toward library managers or directors.
10:30 am: A Step-by-Step Guide to Library Hiring
Brian L. Mortimore, Director of Human Resources and Organizational Development
Kent District Library
East Grand Rapids, MI
Brian will share best practices to adopt in your hiring procedure. Many topics will be addressed from selecting interview questions, setting the stage for a successful interview, addressing internal politics of candidates, to making an offer and sealing the deal.
Brian L. Mortimore, Director of Human Resources and Organizational Development
Kent District Library
East Grand Rapids, MI
Brian will share best practices to adopt in your hiring procedure. Many topics will be addressed from selecting interview questions, setting the stage for a successful interview, addressing internal politics of candidates, to making an offer and sealing the deal.
1 pm: Great Expectations: Customer Service and the Future of Libraries
Paula Wilson, Staff Development Manager and Erin MacFarlane,Customer Experience Administrator
Maricopa County Library District
Phoenix, AZ
With information and entertainment so widely available, Maricopa County Library District created a new way to reconnect with customers. Using research, staff input, and a little bit of pixie dust, Great Expectations was born. This new customer service philosophy empowers staff and is thrilling customers! We will reveal our universally applicable secrets. You will walk away with new strategies and the tools you need to create or update your own staff-driven model! At the end of this session, participants will uncover a new appreciation and excitement for customer service, identify strategies for consistent delivery of excellent customer service, and know how to apply a personalized customer service philosophy to their own library system.
Paula Wilson, Staff Development Manager and Erin MacFarlane,Customer Experience Administrator
Maricopa County Library District
Phoenix, AZ
With information and entertainment so widely available, Maricopa County Library District created a new way to reconnect with customers. Using research, staff input, and a little bit of pixie dust, Great Expectations was born. This new customer service philosophy empowers staff and is thrilling customers! We will reveal our universally applicable secrets. You will walk away with new strategies and the tools you need to create or update your own staff-driven model! At the end of this session, participants will uncover a new appreciation and excitement for customer service, identify strategies for consistent delivery of excellent customer service, and know how to apply a personalized customer service philosophy to their own library system.
2:30 pm: Silos No More: Harness Library Wide Teams for Success
Presented by: Judy Pinger, Assistant Director of I.T. Technical Service and Collections
Milwaukee Public Library
Milwaukee, WI
Library work has been traditionally organized into silos. At many institutions, public services, technical services and administration departments may often be working independently of one another to achieve similar goals. Shifting trends have demonstrated that organizations need to adapt to the current needs and patterns of patrons in order to successfully be nimble in today’s fast-paced information environment. Given this new reality, the traditional library setup can sometimes create unneeded barriers to interdepartmental collaboration. This webinar will discuss the benefits to reducing library silos by bringing together collaborative work teams to foster innovation.
Presented by: Judy Pinger, Assistant Director of I.T. Technical Service and Collections
Milwaukee Public Library
Milwaukee, WI
Library work has been traditionally organized into silos. At many institutions, public services, technical services and administration departments may often be working independently of one another to achieve similar goals. Shifting trends have demonstrated that organizations need to adapt to the current needs and patterns of patrons in order to successfully be nimble in today’s fast-paced information environment. Given this new reality, the traditional library setup can sometimes create unneeded barriers to interdepartmental collaboration. This webinar will discuss the benefits to reducing library silos by bringing together collaborative work teams to foster innovation.