Staff Training
and
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on the job
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Click any of the above links to find more on the topic.
Thank YOU for Linking by.		 Please NOTE!
Some classes, or tutorials linked here may have expired or no longer be offered. Please check at each site, for the latest updates and offerings.

As websites often come and go, some urls listed here may have changed or been removed from their servers.
You have a couple of options to try before giving up on finding a particular resource.
Use the wayback maching at http://www.archive.org - place the exact url in the wayback machine search box, the machine will find any archived versions of the page that are available.

Also try going to the base url, and doing a search, if the site offers a site search.
I have often been successful finding lost content by doing searches using Google, 
on a unique phrase or combination of phrase and author of a webpage 
that isn't available from a certain url.
Many times it is moved to another directory, on the website's host server.
Example:
when you see a url that is long such as:
www.sitename.edu/directory1/directory2/anotherone/pagename.html
you can try searching "pagename.html" and combine it with the "school name" 
or page name/title on page, to see if it was moved to directory4

The  American Library Association's new library website design, has made many of the links that are on my site, as well as many others, had to ALA pages, now leading to "page not found" messages. 
And their search engine is less than desirable, if you should have a problem, 
finding information on their site that you need for training, please contact them (the webmaster team).

Here are some ALA page links of interest:
PDF documents
Is Your Training successful
http://www.ala.org/ala/clenert/newsletter/0902.pdf
Online Staff Training
http://www.ala.org/ala/clenert/newsletter/0602.pdf
Library & Information Technology Association
http://www.ala.org/ala/lita/litahome.htm
ALCTS
http://www.ala.org/ala/alcts/ALCTS.htm
AASL online continuing education opportunities for school library media professionals.
http://www.ala.org/ala/aasl/aasleducation/onlinecontinuing/onlinecontinuing.htm


LIBRARY STAFF TRAINING AND DEVELOPMENT RESOURCES

Visit WebJunction.org
Excerpt quoted from website:
WebJunction is an online community where library staff meet to share ideas, 
solve problems, take online courses.
http://www.webjunction.org/do/Home


Staff today are assuming New Roles in Libraries
it is important that we each: Receive the "Training" and "Support" to Aquire the Necessary Skills these New Jobs require.

This page lists some of the resources that may be useful for your development on the job.
Some courses may be available to anyone, some require fees, some may only be available to
members of certain groups or organizations.
Others may just be useful for you to view online and learn on your own, at your own pace.

If you have a computer at home, and an internet connection, you may decide to study different
areas of library work, on your own. Sometimes we may find an area that we were unfamiliar with
and learn more and perhaps decide to pursue further education or training in a particular area of 
library work. It is also helpful to learn more about what co-workers do, and learn some of the lingo,
and procedures, etc. 

I realize that for some - learning on your own, from home, may not be appropriate
and/or possible. But if your own workplace does not provide continuing education opportunities,
please consider these links and resources for your own training and development.

Related Notes:
See the online educational links for Library Technicians degree programs, as well
as online MLS degree program links on the library jobs & more page(s).
http://www.librarysupportstaff.com/libjobs.html#schools

I also list on the Online Learning sites pages, many links  for Free or
inexpensive learning web sites for computer technology, software and much more.

Books to consider purchasing for future programming:

Staffing for Results A Guide to Working Smarter
ISBN: 0838908268   |  June 2002
Mayo, Diane and Jeanne Goodrich  for the Public Library Association
Chapter 6: PDF document
"Act on What You Learn"
You've done your workload analysis and have all the statistics you need. What's next? You need to put all that data to use in improving productivity and reallocating staff, and making changes that might be scary to some staff. 
Chapter 6 is the how-to-communicate and how to implement necessary changes chapter.

Coaching in the Library: A Management Strategy for Achieving Excellence
Metz, Ruth
Chapter 2: PDF
"The Effective Coach"
In this chapter you will learn the charactistics of an effective library coach, including "Listening to Understand," "Being Observant and Discerning," and "Giving Feedback Effectively."
 

Teaching Technology: A How-To-Do-It Manual for Librarians
By D. Scott Brandt
1-55570-426-3 . 2002
**Designed for Librarians who are going to teach technology to "patrons", but useful for helping your 
staff understand technology as well. Design & Hold instruction for "staff", before trying it out on the patrons.


Interesting reading:
Read this Report of the ALA LSSIRT - 2000
Final Report from the ALA SSIRT Task Force on
Access to Continuing Education & Training Opportunities, March 2000.
**PDF File**
www.ala.org/ssirt/conteduc.pdf

Read: ALA-APA Certification Task Force
Certification of Library Technical Assistants
www.ala-apa.org/certtflta.html

Also on the COLT resource website
American Library Association Committee on Education
Task Force for Review of the Criteria for
Programs to Prepare Library Technical Assistants / 1999
colt.ucr.edu/alaedu.html

See: A Position Paper on Skill Certification for Library/Media Support Staff
From the Council on Library/Media Technicians
colt.ucr.edu/coltcert.html

Skills for new Information Professionals:
The SKIP Project (A United Kingdom project - data from 1997-98)
www.ukoln.ac.uk/services/elib/papers/other/skip/finalpt2.html
Very interesting data compiled:
2.5 The Changing Roles of Paraprofessional Staff and Library Assistants
2.6 Skills issues for paraprofessionals and library assistants
2.7 Training issues for Paraprofessionals and Library Assistants

Training comes in all sizes, availabilty,
and costs.
You can take responsibility for your own education.
If you want to Learn, Grow and Enjoy your job more fully:
Seek support from other staffers
through Listservs, Local Associations & Support Staff organizations etc.
Promote & Suggest ideas for Local Workshops and Conferences
and use the ONLINE links found here
and from your own Online experiences.

Also consider putting your own ONLINE Tutorials together
and share with us all
The more Library staffs know, the more they know!!

Interesting reading
Staff Training & Development Programs in the Library Environment
Completed by Angie L. Gerrard
**note this is an archived version of the page**
www.slis.ualberta.ca/cap00/alg1/staff.htm

Power Point Presentation
Designing a Library Staff Training Program
Rosalind Tedford
www.wfu.edu/Library/presentations/stafftraining/stafftraining.ppt

Interesting article by Roy Tennant
The Virtual Library Foundation: Staff Training and Support
escholarship.cdlib.org/rtennant/ITAL.html

Other online articles:
Implementing Weekly Issue Desk Staff Training Sessions
at the Library and Learning Centre,
University of Bath

IT Staff Training: A Program for a Rising Tide of Change
Abstract excerpt from website
This paper (PDF file) describes a program at the University of New Mexico 
managed by the Computer and Information Resources Technology 
organization to improve staff ability to manage rapid technological change,
bring new people quickly up to speed, and reduce and manage training costs. 
The program is assisting staff confronting these challenges by dedicating staff t
o training coordination, developing cross-team standards, and supporting a variety of training methods. 
www.educause.edu/ir/library/pdf/CMR9720.pdf

Federal Computer Week online articles
E-Learning aimed at Librarians
www.fcw.com/geb/articles/2002/0923/web-learn-09-24-02.asp

Maryland libraries using online training
www.fcw.com/geb/articles/2002/0520/web-lib-05-24-02.asp

E-learning no quick study
Inadequate funding and technology are common problems
www.fcw.com/fcw/articles/2002/0422/mgt-learn-04-22-02.asp

SPEC Kit 224
Staff Training and Development
June 1997

Example online of a University's
Library Staff Training and Development Committee: Policy and Functions Statement
www.library.sfsu.edu/general/lam/lam2.8.html

Book to consider for purchase, for your Library's own reference:

Staff Development: A Practical Guide
ISBN: 0838908012
Publisher: American Library Association
Pub. Date: April 2001

Please email me if you have links to add!
mary@librarysupportstaff.com

  • New or Current Course/training offerings
  • General Sources for Staff Training
  • Articles/Presentions to read
  • Call Number Training
  • Internet & Digital Literacy Training
  • Customer Service Training
  • Dealing with Problem Patrons
  • Free Online Courses for self development business skills
  • Book Suggestions for Training & Staff Development
  • Library Supervision Resources - Managing "Student" Employees
  • Miscellaneous Resources
  • Reference & Reference Interview Training
  • Library Job Competencies
  • Library Job Descriptions
    Library & Information Science Journals(Check TOC's for training info articles online)
    Related webpages for staff FYI :
    Funding your Library Education (*find me the $$)
    Strategic Planning Resources
    Outsourcing in Libraries, Tech Services, Time Clock Software options; 
    Popular listservs to subscribe to, Creating your own list or Library Newsletter;
    Library Signage, Marketing Libraries
    School Library Resources

    Take Free Online Personality & Career Interest Tests
    4personaltest.html
     

    Visit LibraryU
    and see how the Illinois Library System is using WebCT, to create online free courses for patrons and librarians.
    www.libraryu.org/

    New Mexico State University Library
    Notable Library Instruction Sites: Teaching Tips & Tutorials
    http://lib.nmsu.edu/instruction/librarians_sites.htm
    Links for Librarians who are teaching, Library Users: Information Literacy,
    but useful for showing Library Staff best practices
    and how to's using the internet for doing research, and more.


    LIS Continuing Education via the Internet 

    The winter roster of LIS continuing education workshops delivered wholly via the Internet is now available from the University at Buffalo, NY library school.
      A computer with Internet access and a Web browser are all that's needed to access these self-paced instructional modules, accessible 24 hours a day, 7days a week during the posting period. 
    New workshops have been added covering serials cataloging, proposing & surviving new library technologies,
    XML, and constructing database driven web sites. 
    All workshop topics:
    Cataloging:
    *Sleuthing Serials: Serials Cataloging in Reverse
    Computers - Networking:
    *Basic Networking & Operating Systems for Librarians
    *Proposing & Surviving New Library Technologies
    Government Information/Documents:
    *Documents Jump Start
    *Legislative Research
    *Regulations
    Public Libraries: Readers' Services:
    *Genre Fiction in Public Libraries
    *Readers' Advisory Services
    Web Design - Internet Technologies:
    *Constructing Usable, Accessible Web sites from Scratch
    *Introduction to XML
    *Designing and Constructing Database Driven Web Sites

    Full descriptions of workshops can be accessed from
    http://informatics.buffalo.edu/faculty/robinson/ce/descriptions.htm.
    Course modules are posted on the Web and accessed via a password sent by E-mail to registrants. Participants proceed at their own pace through course modules accessible 24 hours a day, 7 days a week during the posting period. 
    Questions and assignments are fielded by the instructor via a Web Bulletin Board or by E-mail (the Sleuthing Serials workshop also has optional Blackboard Virtual Classroom sessions).

    These non-credit courses do not require enrollment at the University at Buffalo and will not appear on university transcripts. They accrue Continuing Education credits BB CEUs.

    For more information contact Judith Robinson, Department of Library and
    Information Studies, School of Informatics, 534 Baldy Hall, Buffalo, NY
    14260-1020; (716) 645?2412 ext. 1166; FAX (716) 645-3775; E-mail:
    lisrobin@buffalo.edu;
    http://informatics.buffalo.edu/faculty/Robinson/index.htm 


    National Medical Association (NMA) NLM Database Training
    Excerpt quoted from website
    http://www.sis.nlm.nih.gov/outreach/outreachnma.html
    The NMA, at the national and regional levels, has collaborated with the NLM to conduct online database training at the six NMA regional meetings held each year. The objective of this project is to improve the ability of NMA's members to use NLM's resources to 1) remain current in their area of specialty, 2) conduct medical research, 3) involve their patients in clinical trials, and 4) provide consumer level information to their patients. NLM staff and contractors will conduct training at these meetings.

    The National Medical Association is on the web at: http://www.nmanet.org
    See also:
    National Training Center and Clearinghouse
    http://nnlm.gov/mar/online/

    ASSOCIATION OF RESEARCH LIBRARIES - ARL
    Excerpts quoted from individual websites
    ARL/OLMS Online Lyceum web-based courses in 

    Please note: All online workshops are capped at 30 participants.
    Find out more at the ARL site www.arl.org

    DIALOG - 
    User Guides
    User Guides provide a wealth of information to all users on the features
    and functionality of the various product interfaces. 
    Online Courses
    http://training.dialog.com/onlinecourses/
    Free  Training
    Free Practice Searching
    Use the free ONTAP (Online Training and Practice) databases 
    to practice your searches and hone your skills without incurring an online charge.
    http://training.dialog.com/sem_info/ontap_pw.html
     


    Take a look at this innovative program:
    LibQUAL+
    Excerpts quoted from website:
    LibQUAL+(TM) is a research and development project undertaken by ARL in collaboration with Texas A&M University as one of the ARL New Measures Initiatives. The project is defining and measuring library service quality across institutions and creating useful quality assessment tools for libraries.
    http://www.libqual.org/
    The ARL New Measures Initiative projects are emerging from the ARL Statistics and Measurement Program. They seek to develop innovative ways for libraries to describe their contributions to their institutions. LibQUAL+(TM) has financial support from the U.S. Department of Education's Fund for the Improvement of Postsecondary Education (FIPSE) through September 2003. http://www.libqual.org/
    See latest events & training opportunities
    www.libqual.org/Events/index.cfm

    Read online
    ARL Bimonthly Report 223
    August 2002
    Service Quality Evaluation Academy Is a Success

    ARL Online Lyceum Course Calendar - these are for Fee course offerings
    www.arl.org/training/lyceumcal.html

    Online "Collection Development" Course:
    Excerpt quoted from website:
    Arizona Libraries
    www.dlapr.lib.az.us/cdt/index.htm
    Collection Development Training (CDT) provides practical training in how to perform collection development activities in public libraries. Each activity is presented as a separate section with links to helpful Internet sites, lists of books and articles for further reading, and definitions of key terms. While this training may be useful to librarians in a variety of libraries, this site is intended primarily for librarians and other library staff working in Arizona's small and rural public libraries. CDT is sponsored by the Arizona State Library, Archives and Public Records. 

    FUNDAMENTALS OF ACQUISITIONS
    A four week Web-based course 
    Excerpt Quoted from the site:
    http://www.ala.org/alcts/now/foa_register.html
    The Fundamentals of Acquisitions focuses on what you need to know 
    about the basics of acquiring monographs and serials: goals and methods; 
    financial management of materials budgets; and 
    relationships among acquisitions librarians, library booksellers, 
    subscription agents, and publishers. 
    Participants will receive a broad overview of the operations involved in 
    acquiring materials after the selection decision is made. 
    Class segments are geared to cover issues of interest to staff in all types of libraries. 
    Course cost: $95
    http://www.ala.org/alcts/

    Online Learning from OCLC Institute

    MindLeaders
    Information technology is a part of everyone's job... now.
    No matter where you work in the library.
    Add new skills, and add new value to your library.
    MindLeaders' catalog of more than 600 online technical courses
    delivers what you need, when you need it, at home or at work.
    Course "Groups" - *Note*: prices are for the courses within each "group":
    End User Desktop Computing - $ 55 for 1 year access - all courses 
    Technical General - $110 for 1 yr access - all courses
    Technical MCSE $110 for 1 yr access - all courses
    Technical Web Development $110 for 1 yr access - all courses

    Current Awareness
    Application of New Technologies in Libraries
    The K.U. Leuven Central Library distributes a weekly list 
    of journal articles references
    pertaining to the application of new technologies in libraries. 
    http://lib.ua.ac.be/WGLIB/ATTEND/

    Here is a FREE online resource that Library Staff will find useful:

    Libraries for All! How to start & run a basic library. 
    by Laura Wendell, c. 1998 
    Find it at: 
    www.rtpnet.org/wlp/publications/lfa/1cover.htm

    This is a useful article to print out,
    to help train staff that might need to assist a patron:
    How to help someone use a computer, by Phil Agre
    dlis.gseis.ucla.edu/people/pagre/how-to-help.html

    Find other articles by Phil Agre posted in The National Observer
    (some "oldies" but goodies can be found)
    dlis.gseis.ucla.edu/people/pagre/tno.html

    Staff Training - Resources on the Net


So!  You Want to be a  Library Technician

Library Tools.Com...for training Library Staff


STAFF TRAINING - Online 
Some may require fees, or that you belong to a certain orgainzation. 
Some may also be tutorials available for anyone to view online. 
Print out useful tutorials and file in 3 ring notebooks for you to use for future on the job reference.

I Created a NEW Page for:
Reference Training & Reference Interview Resources Online
(Note: LibrarySupportStaff.com sites
Listing of Internet "Reference" Resources)
See too:
School Library 101 A learning experience for new libraryemployees
I have resource links for School Library librarians and staff - see 4schools.html
Webpages 101 - learn how to make a simple webpage
I have resources for website creators too, see webpubhelp.html

Core Competencies for Library Staff
from Rochester, NY Public Libraries 
For More Resources on Library Staff Competencies
See these pages of LibrarySupportStaff.com

OCLC is beginning to develop online training 
Check out their current  course offerings:
http://www.oclc.org/institute/elearning/
and
www.oclc.org/institute/elearning/other_elearning.htm

Course available online for Catalogers:
Cataloging Internet Resources using MARC21 and AACR2 
www.oclc.org/institute/elearning/oll/CIRuMA/index.htm


Distance Education Opportunity
  Fundamentals of Acquisitions 
 (4 week webbased course)
Designed for librarians and paraprofessionals new to acquisitions, 
Class segments are geared to cover issues of interest to staff in all types of libraries. 
this Web-based course from ALCTS covers the following five topics:

Goals of Aquisitions Services 
Methods and Basic Functions of Acquisitions 
Vendors 
Ethics 
Budget/Finance and Accounting 
Instructors are Trisha L. Davis and Carol P. Diedrichs of Ohio State University.
Course Format: 
The course is composed of self-paced modules with facilitated interaction 
led by the instructors. It has predetermined start and end dates and 
includes interaction with the instructors and your classmates.
It also uses e-mail, and a course bulletin board to facilitate class participation. 
Contact Hours:  8 hours 
Cost: $95
For more information: www.ala.org/alcts/
This information was found (about the course) on the course listing on
this website: Technical Trends
library.umsmed.edu/ttrends/tt-15-3.html
Which lists other online conferences, and courses for
Library Technical Services Staffs.
Also see the online publications & resources of ALCTS
The Association for Library Collections & Technical Services
www.ala.org/ala/alcts/

The Association of Research Libraries
This info is copied from ARL/OLMS Online Lyceum website:
www.arl.org/training/lyceum.html
The ARL Online Lyceum is the distance learning component of OLMS. The Lyceum is a collaborative partnership between the Association of Research Libraries' Office of Leadership and Management Services and Southern Illinois University Carbondale, Library Affairs, and its purpose is to provide--via web-based learning--affordable and innovative professional development opportunities that support academic and research libraries by actively assisting them to optimize and refine staff talents and skills. Online Lyceum courses address challenges currently faced by staff in libraries, information technology, and higher education. 

http://www.arl.org/olms/olms_cal.html

Check out the North Suburban Library System (Chicago area) Online Continuing Ed Courses
all require a fee.

See also the Chicago Library System Online training opportunities:
Such as "Making Tracks to a Dynamic Library Website"
*Note** if you are interested in  creating Library Websites and /or
resources see:
the 4libwebmasters.html page


A few Examples of other
Library Training Programs for Paraprofessionals/or Library staffs
Note: Some of these may not be Internet Based Training
but they will provide information about the Programs.
**See also Related Links** Not exactly "training"
From a Houston Texas - Library Information Services Website
http://it.springbranchisd.com/sbisd_library/default.htm
Library Staff Issues Links
Leadership Collaboration & Technology Links
Collection Development Links/Resources

** Online Learning from OCLC Institute

MindLeaders
Information technology is a part of everyone's job... now.
No matter where you work in the library.
Add new skills, and add new value to your library.
MindLeaders' catalog of more than 600 online technical courses
delivers what you need, when you need it, at home or at work.
Course "Groups" - *Note*: prices are for the courses within each "group":
End User Desktop Computing - $ 55 for 1 year access - all courses 
Technical General - $110 for 1 yr access - all courses
Technical MCSE $110 for 1 yr access - all courses
Technical Web Development $110 for 1 yr access - all courses

See training tools/services available from SOLINET
www.solinet.net
Especially in area of "Preservation" - Documents/Publications to download
See too: 
Excerpt quoted from SOLINET site
NEW! Paraprofessional Certification Online: SOLINET and Lexington (KY) Community College partner in offering online coursework at Kentucky in-state tuition rate. If you are employed as a library paraprofessional or are preparing for a paraprofessional job in a SOLINET member library, this may be just what you're looking for!
http://www.solinet.net/

Library Staff Training Resources - Public Services
Put together for Univ. of Arizona LIS Class (1997)
**this is a web archived link**
www.sir.arizona.edu/sp97/560/web/StaffTrng/g10main.html

From Australia
Professional Development | Public Library Staff Training - Resources
www.slq.qld.gov.au/publib/profdev/stafftrain.htm

From the United Kingdom
Public Library Networking : UKOLN Presentations
www.ukoln.ac.uk/public/present/


Miscellaneous Resources for training library staff in Library Technologies
(Note - additional links on these topics may be found throughout LibrarySupportStaff.com)

OCLC Support & Training Resources

Internet Library for Librarians
A comprehensive Web database designed to provide 
a one-stop shopping center for librarians to 
locate Internet resources related to their profession 

LibrarySupportStaff.com's :
Resource Links for Teaching  / Bibliographic Instruction & Information Literacy
includes links to How to create Online Instruction Courses, & Presentations
Lists many online training resources and tutorial links.

Training Catalogers in the Electronic Era
Essential Elements Of A Training Program For Entry-Level Professional Catalogers

For Educators/Teachers Staff Development (may not be Library related)
A Library of Information for Educators 
This library contains articles that originally appeared in one of the
NSDC publications -- Results, Tools for Schools or the Journal of Staff Development.

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Training for Internet and Digital Literacy

"Digital literacy is the ability to understand
and use information in multiple formats
and from a wide range of formats.."
Laura Larsson
Read her
Digital Literacy Checklist
See How YOU measure up!

The Virtual Library Foundation: Staff Training and Support

Digital-literacy.com

A Primer on Digital Literacy
Adapted from the book Digital Literacy by Paul Gilster (John Wiley & Sons, 1997)

Interesting reading:
this Online Article
from the July 2000 issue of "Computer User"

"Master the Right Web Skills"
Read what is "hot" in todays job Market

Critical Thinking in an Online World
Debra Jones | Internet Librarian
Cabrillo College, Aptos, CA
http://www.library.ucsb.edu/untangle/jones.html

LITA's Tool Kit for Expert Web Searchers

Need to brush up on your
Search Engine skills - Read this
May 2000 "Searcher" article about using
Specialized Search Engines..For Specific "Search Requests".

Training for Public Library Staff
Netskills has provided a range of internet and web related training courses
for the past five years training over 15,000 individuals. 
Many of those attending this training have been staff from the library sector. 

Learn Webpage design and Website Management Skills
for Personal Sites and for Libraries

Book Title:
Teaching the internet to library staff and users:
11 ready to run workshops that work 
by William D Hollands - revised and adapted by Phil Bradley 

Remember for Technological/Computer Literacy - I have many resource links for
FREE tutorials and resources - also includes guides and 
resources for Internet Search techniques

Slide Presention Online
Can Libraries Compete? Technology Trends and E-Business
http://www.sls.lib.il.us/infotech/presentations/tech_trends_briefing/index.htm

MORE
Miscellaneous Learning: (Excerpts quoted from individual websites)

AccuNet/AP Multimedia Archive USER  GUIDE - Print out for using and navigating  this Archive
The AccuNet/AP Multimedia Archive is an electronic library containing the Associated Press' current year's photo report and a selection of images from their vast negative and print library dating from the 1840s.
http://ap.accuweather.com/apphoto/index_userguide_general.html

OVID Documentation
Get the Most Out of Ovid
http://www.ovid.com/site/help/index.jsp?top=28
Whether you’re a first-time Ovid customer or an experienced user, 
Ovid’s training and help options can make using Ovid products smooth and efficient.

PUBMED
"PubMed Tutorial", the Web-based learning program that will show you 
how to search PubMed®, the National Library of Medicine's (NLM™) journal literature search system. 
http://www.nlm.nih.gov/bsd/pubmed_tutorial/m1001.html

SOLINET E-cademy: Web-Based Training
In order to meet the changing training needs in the Southeast, 
SOLINET continues to develop its new Web-based training program
http://www.solinet.net/workshops/workshop_templ.cfm?doc_id=728

Using the RDN Virtual Training Suite in library information skills training
Ideas and training materials from LSE library that might be adapted for use by other library and information workers who provide information skills training for large numbers of students.
http://www.vts.rdn.ac.uk/case_studies/cs_lib_infoskills.html



Google
Google
Google
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Customer Service in Libraries
and Other Videos for
Training Staff, or for your
Staff Development Programs

Customer Service Videos:
The American Library Association has addressed
the specific issues of customer service for libraries
in five videos.
Some of these videos may be ordered from the
Library Video Network Catalog
These short, informative presentations demonstrate
techniques that your staff can adopt and use
in daily interactions with patrons.
The videos will liven up any staff meeting.

Controlling the Confrontation:
Arch Lustberg on Effective Communication Techniques
In this 43-minute presentation Arch Lustberg demonstrates
how to communicate effectively with patrons.
Instead of reacting to a situation,
he demonstrates the communication techniques
that allow the librarian to control a situation
and thus avoid confrontation. 

Customer Friendly Libraries in a High Tech Age
This 25-minute videotape illustrates
how to help the community
to learn new technology,
while we are still learning it ourselves.

Does This Completely Answer Your Question?
By demonstrating the four-step process in conducting
a reference interview,
this 16-minute video contrasts the correct method
of conducting a reference interview with the incorrect
way to determine a customer’s needs.

Is the Customer Always Right?
There are situations where the answer is no,
when the librarian cannot fulfill
a patron’s request.
This 23-minute videotape illustrates a technique that
allows the librarian to say no to a patron,
and still provide good customer service. 

Total Quality Management Libraries
Using the principles of TQM,
this 25-minuite video illustrates
how libraries can deliver quality
service to patrons.

See too, this video library
Corporate America's Favorite Customer Service Video Training Library!
http://ww2.telephonedoctor.com/video.asp
Remember: to see related resources  Reference Interview training

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Article:

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): 
an instrument for measuring customer service.
Crossno JE, Berkins B, Gotcher N, Hill JL, McConoughey M, Walters M.
Bull Med Libr Assoc 2001 Apr;89(2):170-6.

Excerpt of Article:
Use of focus groups in a library's strategic planning process
J Med Libr Assoc. 2002 January; 90 (1): 2002
TRAINING STAFF IN THE USE OF THE RESULTS 

The Focus Group Project Team recognized that they would have 
to train library staff regarding
the nature of the focus group data and regarding 
appropriate responses to the data. 
Our experience showed that staff's eagerness to comply immediately with
patrons' wishes expressed during the focus group sessions would be 
much greater than if these same wishes emerged out of a 
quantitative research study. 
The narrative approach used in reporting qualitative data and 
the incorporation of direct quotes seemed to impart more
of the character and personality of the participants.

While the staff's responsiveness to our patrons' requests was laudatory,
their ready acceptance of the focus group report had a downside. 
They were eager to act upon even the most incidental suggestions,
forgetting that comments might represent the opinion of only a single individual.
Therefore, we had to educate staff to concentrate on major findings
that could be verified by other evidence or to pursue additional
research to verify minor findings rather than respond to isolated patron suggestions.
The focus group findings were simply one data set, which was intended 
to be combined with other gathered information for the purpose of developing
a new strategic plan. We did not conduct the focus groups 
to ascertain patron satisfaction or dissatisfaction with specific operations, 
resources, or services

Read full text to article:
Use of focus groups in a library's strategic planning process

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Interesting Note from a Conference - gives good tips
on Handling Problem Patrons

DEALING WITH DIFFICULT PATRONS WAS LAMA FOCUS AT ILA 2000
fp.uni.edu/valente/public/newsl1.html
**Please Note: Above link is only available through the Wayback Machine**
LAMA’s guest speaker at ILA 2000 in Ames was Mark R. Willis
author of Dealing with Difficult People in the Library (Chicago: ALA, 1999). 
Willis is the Public Information Officer, Dayton & Montgomery County Library, Dayton, Ohio. 
Willis headlined the Pre-conference LAMA co-sponsored with the Iowa Library Trustees Association
on the many types of problem patrons who frequent our libraries and how to most effectively work with them. 

In a humorous and highly entertaining way, Willis related the most important factors
in dealing effectively with difficult library patrons: 

  • Listen effectively and use good communication skills to figure out the problem.
  • Gain control of the situation by first gaining control of ourselves. 
  • Simple techniques like using a voice that is progressively softer than the patron’s can often diffuse anger.
  • Keep your sense of humor; don’t take angry comments or bizarre behavior personally.
  • Make customers happy when you can reasonably do so. 
  • If you don’t have the authority to meet a reasonable request, pass it on to upper management.
  • Make sure staff work together effectively to avert or make the best of bad situations.
  • The safety of staff and patrons always comes ahead of heroic measures to protect property
  • Leave the potentially dangerous situations to the police and security officers. 


Read full report (link only available using Wayback Machine archived copy)
fp.uni.edu/valente/public/newsl1.html

Book title to consider for purchase for your own Library's reference:

Helping the Difficult Library Patron:
New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem
Kwasi Sarkodie-Mensah (Editor)
ISBN: 0789017318
Publisher: Haworth Press
Pub. Date: July 2002

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