Course Archives

  • When Nice Isn't Enough

    1 Lessons in

    Good manners and a friendly demeanor can handle most library customer relations issues. But what if civil is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally or physically intimidating? If they are belligerent? Impaired by drugs or alcohol? Refusing to leave? Caught stealing or damaging property? Threatening library staff or other library customers? Planning and prevention will work 99% of the time, and when do you call the police? In this archived video, library consultant Pat Wagner of Siera Learning will share how to deal with the most challenging of customers.

  • Technology Planning Tips for Small Libraries

    1 Lessons in ,

    How do you maximize your technology resources? When should you replace computers? How do you manage software updates? Do you have enough bandwidth to support patron Internet use? Technology decisions can be difficult to make, but a technology plan can help you focus your efforts. Join us for this free webinar to learn from small libraries that have used technology planning to make better decisions, be more prepared, and improve services to their communities. Even with limited time and resources, a technology plan can help your library stay up-to-date. We will share tips and tactics to help you create a plan for your library’s technology. This session is provided by TechSoup and was recorded on August 19, 2015.

  • Managing Challenging Patrons

    1 Lessons in ,

    Every library encounters challenging situations with patrons who seem eccentric, entitled or possibly even aggressive. In this one hour webinar, Dr. Steve Albrecht, one of the leading national experts on library safety and security, will guide you through managing these challenging patrons effectively, efficiently, and without creating major disruptions in your library environment. Author of the new ALA book, Library Security: Safer Facilities, Better Communication, Steve has trained thousands of library employees on the do's and don'ts of handling difficult or challenging patrons who disrupt the library environment. This webinar offers practical, realistic tools to make your facility a better, safer place to work. Using a mix of real-life experiences as a law enforcement officer, knowledge of workplace behavior and security measures, and a good sense of humor, Steve will teach you how to activate your "high-risk" customer service skills. This session was originally recorded on June 2, 2016.

  • So You Need a Library... Now What?

    1 Lessons in

    Session recorded on October 20, 2015. Nathan Rall, Director of Planning and Construction at the Georgia Public Library Service, in a conversation with David Moore and Joe Alcock, both of McMillan Pazdan Smith Architecture, for a webinar on how to begin the process of building a library. From finding funding to seeking community input to selecting an architect, there are many different aspects to consider; this session will guide you through the initial steps of starting the library design process and provide an overview of how to get started.

  • Quick, Cheap, and Decent Strategic Planning

    1 Lessons in

    Strategic planning for your library should not cause despair. A simple five-step model, which uses everyday words and immediately identifies who is accountable for each result, works especially well for smaller libraries, where strategic planning is a new idea for leaders and staff, or when a more complex plan has stalled (or died). This archived session was recorded by Pat Wagner of Siera Learning in 2015.

  • Mandated Reporters: Critical Links

    1 Lessons in ,

    External course offered by Pro Solutions Training in partnership with the Georgia Division of Family and Children Services and the Georgia Department of Human Services. This course is designed to help Georgia mandated reporters recognize the signs of child abuse and neglect, their legal obligations related to reporting suspected abuse and neglect, and how to make a report.

  • Marketing As If Your Library Depends On It

    1 Lessons in

    Library marketing is more than fancy brochures and a new logo. It's based on learning about the library's customers: their values, their preferences, their problems, and the words they use. The biggest mistake we make is trying to offer library services, products, and programs without first seeing, hearing, and understanding the library customer's world from their points of view.

  • Coding Camps at the Library

    1 Lessons in ,

    New programs that educate children to write code, create robots and use technology to make their imaginary drawings come true – or coding/technology camps – are the way to go! This webinar, recorded in March 2016, will introduce you to ideas implemented at libraries around the world that are helping to educate the next generation of technology experts.

  • Library Confidential

    1 Lessons in , ,

    During this webinar archive, library legal consultant Marti Minor discusses Georgia's laws regarding patron privacy and tips for practical implementation. Recorded April 12, 2016 as part of the Virtual Staff Development Day.

  • Trends in Customer Service & Customer Service Training

    1 Lessons in

    Join library expert Andrew Sanderbeck for a recorded segment on customer service and trends in customer service training. This webinar was part of the Virtual Staff Development Day and was recorded on April 12, 2016.

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