Serving the 21st Century Patron

December 1 – 2, 2010

Access presentation slides and related resources.

Twitter hashtag: #WJconf and archive of these tweets twapperkeeper.com/hashtag/WJconf

The archived recordings of the conference sessions can also be viewed by a group of colleagues who wish to discuss a common topic or project. See Best Practices for Cohorts attending Online Conferences.

Thank you Attendees, for a great conference! Please be sure to complete the conference survey.

Program

21 Ideas for 21st-Century Libraries

Discover best practices for 21st-century public libraries with 21+ examples of practical ideas and tips from both libraries and other organizations. Topics will include space planning, marketing, staffing, community collaborations, customer service, and technology. With over 40 years of library and industry experience between them, Kim Bolan Cullin and Rob Cullin know how to manage – in good times and in bad – while still innovating and excelling at every turn.

2-1-1 and Library Partnerships

Hear from libraries who are partnering with their local 2-1-1 providers to appropriately meet and manage the growing needs of our patron communities. Find out how you can connect your patrons to the services provided through the 2-1-1 database, and learn how to focus your "reference interview" when patron needs relate to social services. Join presenters Martha Love and Audrey May to learn about the parallels between library reference work and 2-1-1, and find out how to leverage what you're already doing to provide even more information to customers in need.

Changing Reference Services to Meet Patron Expectations

Traditional library reference work is changing, largely in response to changing library user expectations. Reference questions are becoming more varied, complex, and require more time than a librarian can answer briefly from behind a desk. Factors influencing these changes include the economic downturn – patrons with limited computer skills need to apply for jobs and social services online; and emerging technologies – library users demand access to downloadable books and interactive web technologies. In this session, Nancy Fredericks and Ruth O'Donnell will explore these changes and how libraries are responding to the new demands.

Morale Issues in your Library

How can library staff handle staff morale issues in a challenging climate for libraries? Learn how library staff can keep their heads about them when faced with stressed or frustrated coworkers, and how managers can deal with low morale among their staff. Lori Reed and Maurice Coleman will explore skills and techniques to reinforce positive morale in the work environment and reverse low morale when it strikes.

Museums, Libraries, and 21st-Century Skills

Libraries can play a central role in cultivating the creativity, critical thinking, collaboration, and communications skills that individuals need to be successful in the 21st century. In this session, Mary Chute will introduce the IMLS initiative Museums, Libraries, and 21st Century Skills, the accompanying self-assessment tools, and share how libraries can help instill individuals with new skills in light of shifting demographics, global competition, and technological developments.

Staying Committed to Great Customer Service When Your Library is in Chaos

How will you keep calm, happy, energized, and interested even when otherwise good people are having bad days? Learn to find and stay in your best performance state, regardless of the behavior of coworkers and library users. Pat Wagner will cover topics including library customer service goals, four steps to managing workplace stress even on a busy day, why taking responsibility and making hard choices can actually make you feel better, and knowing when other people’s actions are mirroring your attitude.

TechSoup for Libraries: Sustaining Technology to Serve your Patrons

It can be difficult to keep up with the latest technology and to figure out what works best in the library environment. TechSoup for Libraries is here to help! We offer webinars, online resources, and technology guides (all for free!) that share how libraries use and implement technology to better serve their communities. You don't have to reinvent the wheel at your library! In this session, TechSoup's Stephanie Gerding will highlight success stories from libraries around the country and share how you can take advantage of donated and discounted software and hardware to save 80-96% on products from top companies such as Microsoft, Cisco, Intuit, Adobe, Symantec, and more.

Presenters:

Mary L. Chute has served as IMLS Deputy Director for Libraries since April of 2002. She also served as the agency’s Acting Director from June 2005–March 2006. Before joining IMLS, she held positions in Massachusetts, Maryland, and in Delaware, where she was State Librarian. In her current position, she is responsible for developing programs and partnerships that build institutional capacity and foster leadership and innovation for libraries, museums, and archives. Ms. Chute oversees all library programs at IMLS (the Grants to States Program, the National Leadership Grants Program, the Librarians for the 21st Century Program, the Native American Library Services Program, and the Native Hawaiian Library Services Program).

Maurice Coleman is the Technical Trainer at Harford County Public Library in NE corner of MD. He has almost 20 years of training experience helping people use technology in the real world, hardware and software program training, technology planning and deployment, social media, nonprofit organizational development and fundraising, community organizing and presentation skills.

Kim Bolan Cullin is the lead consultant for Kimberly Bolan & Associates, a library consulting firm based in Indianapolis, IN. She is also the Associate Principal Consultant for Providence Associates. Kim has consulted with hundreds of libraries in 20 states and abroad specializing in facilities planning and design, 21st century library service, children’s and teen services and spaces, marketing and customer service. Kim was a 2004 Library Journal "Mover & Shaker" and is the author of Teen Spaces (1st and 2nd editions), Technology Made Simple, and numerous journal articles.

Rob Cullin is the co-founder of Evanced Solutions, a library-focused company specializing in cost-effective software and hardware tools to help libraries of all shapes and sizes streamline processes and save money. A 2007 LJ "Mover & Shaker", Rob is a passionate library advocate and is active in the library world beyond Evanced. He is the co-author of Technology Made Simple and numerous journal article and is the chair of LITA’s Public Libraries Technology Interest Group (ALA).

Nancy Fredericks is the E-Government Services Manager for Pasco County Library Cooperative. Pasco County received several grants from the State Library and Archives of Florida to develop E-government best practices and to build a Florida E-government web portal (www.gethelpflorida.org). Nancy has presented a variety of E-government workshops for library staff.

Stephanie Gerding is a nationally known library consultant, trainer, and author on grants, training, and technology topics. Stephanie has written over 20 published articles and is an author of three books, including Winning Grants and The Accidental Technology Trainer. She is also the Training and Outreach Specialist for Techsoup for Libraries.

(Battledecks Presenter) Toby Greenwalt is the Virtual Services Coordinator for the Skokie Public Library just north of Chicago, where he works to craft a more human online experience for a busy suburban environment. He blogs occasionally on community technology at www.theanalogdivide.com, and tweets all to frequently as @theanalogdivide.

(Battledecks Presenter) Janie Hermann is the Public Programming Librarian at Princeton Public Library which means that she oversees the 1,500+ programs planned annually by the library’s 15 member cross-departmental programming team. In 2007 she was chosen by Library Journal as a "Mover and Shaker" for her work in developing Princeton's technology training program and for the founding of Tuesday Technology Talks in 1999. She serves on the executive board of ALA’s LEARNING Round Table and is active on several other ALA committees. She is a proud Canadian and a graduate of GSLIS at The University of Western Ontario, but has lived in NJ for the last 10 years where she has been involved with NJLA and was appointed by the state librarian to serve on the Blue Ribbon Task Force on the Future of Libraries in New Jersey. During the last 10 years she has given over 100 presentations to librarians at the local, state and national level on a variety of topics ranging from Social Software to Newspaper Indexing. In her spare time she enjoys scrapbooking, skiing and spending time with her son and husband.

Martha Love is a 2-1-1 Certified Resource Specialist for United Way 2-1-1 Missouri and the Special Projects and Volunteer Coordinator for the Springfield-Greene County Library. She has worked in public library management and reference services and has served on several non-profit boards, including the Ozarks Literacy Council where she is a volunteer adult literacy tutor trainer.

(Battledecks Presenter) Angie Manfredi is the Head of Youth Services for the Los Alamos County Library System in Los Alamos, NM. Active in a variety of professional organizations at the state and national level, she has presented at several YALSA (Young Adult Library Service Association) events and is currently a member of the 2011 Morris Award Committee. You can find her on twitter at misskubelik and on the web at www.fatgirlreading.com.

Audrey May is a master’s level social worker and Certified Information and Referral Specialist who has worked as a supervisor for the Memphis Public Library & Information Center’s LINC/2-1-1 department for twelve years. LINC has provided community information and referral services since 1975, and has served as the only library-based 2-1-1 call center in the nation since 2004.

Bobbi Newman is dedicated to helping libraries find their place in the digital age. She is passionate about 21st century literacies and the role of all libraries in equal access and opportunity for all. Her professional interests include digital and technology based services, the digital divide, and improving existing services through expanding traditional methods, while creating innovative new practices. In her spare time she is on a never ending quest for the perfect pair of shoes. Bobbi is the chair of the Transliteracy Interest Group, LITA, ALA. Bobbi shares her passion by consulting and speaking at local, national, and international conferences and she writes at Librarian by Day (http://librarianbyday.net/) and Libraries and Transliteracy (http://librariesandtransliteracy.info).

Ruth O'Donnell is an independent consultant who assists public libraries with planning of facilities and services, staffing and organizational structure, and staff development. She has a diverse background and many interests in both library and other kinds of public service. O’Donnell conducts a variety of educational programs for staff of public and academic libraries. Her workshops are highly interactive and based on a philosophy that adult learners have much to share with and teach others and that participants come to get their specific questions and issues discussed in an open forum as well as to learn new information. Her experiences assisting libraries gives her a multi-state knowledge of current trends and issues in service provision, space planning, and facilities needs analysis.

Lori Reed, has more than 15 years experience in training and staff development. Lori’s passions are performance consulting, strategic planning for learning and e-learning, and social media. A 2009 Library Journal Mover & Shaker, Lori serves as a board member for the Learning Round Table and as managing editor of the popular blog ALA Learning. Lori also blogs at LoriReed.com and can be reached at lori@lorireed.com.

(Battledecks Presenter) Michael Sauers is currently the Technology Innovation Librarian for the Nebraska Library Commission in Lincoln, Nebraska and has been training librarians in technology for more than 13 years. He has also been a public library trustee, a bookstore manager for a library friends group, a reference librarian, serials cataloger, technology consultant, and bookseller. He earned his MLS in 1995 from the University at Albany’s School of Information Science and Policy. Michael’s ninth book, Searching 2.0 was published February 2009. He has also written dozens of articles for various journals and magazines. In his spare time he blogs at travelinlibrarian.info, runs Web sites for authors and historical societies, is chair of the Nebraska Library Association’s Information Technology and Access Round Table, takes many, many photos, and reads about 120 books per year.

Pat Wagner, Management Consultant, has worked for libraries as a trainer and consultant since 1978. She is a frequent presenter at state and national library conferences, and is the library marketing associate for the University of North Texas LE@D online CE educational project. Pat is known for her good-humored and practical programs.

Same great reasons to attend, with new topics, presenters, and more!

• It's free!
• Attend those sessions that fit your schedule.
• Rather than having to dig through an epic conference program, you can focus your conference agenda to meet your immediate learning needs around targeted topics.
• Since the conference is free and hosted on the web, you'll save on travel time, travel budget, time away from library, back up staffing, time away from family... and you don't need to beef up your wardrobe!
• You get to break the isolation silo, connect with others facing the same challenges, and share solutions.
• If you are in charge of staff training, you can use the conference as part of your training efforts. Provide staff with an opportunity to attend in some way, to expose them to online learning, new topics, and new skills to share with their colleagues. See Best Practices for Cohorts attending Online Conferences for making the most of this conference.
• WebJunction.org will collect conference material in one, easy-to-use online space including presenter's slides and handouts and archived recordings of each session.
• CEU or LEU credits will be made available to conference attendees.
• Longer (15 minute) breaks for unmoderated "lobbycon" and orientation to the WebEx environment.

Troubleshooting and Attendee Tips:

• See WebJunction User Guide http://www.webjunction.org/membercenter/userguide#before_attend
• Note the start times of the sessions you are interested in, and convert to your local time zone. (Find your local time zone)
• Plan to join the conference at least 5-10 minutes prior to the start of a session to allow the event client to download in your browser and for you to get situated.
• We will begin each day with a welcome session to introduce the WebEx tools and provide technical support as you get settled. Please join us during these welcome sessions especially if you are new to online conferencing tools. See attached slides.
• Audio will be broadcast over your computer's speaker or headset. If you encounter difficulties or prefer the telephone, you will be provided with a toll-free telephone number in the room.
• Only presenters and hosts will be speaking during the conference, but you can use Chat to communicate.
• If you have trouble viewing the presentations in WebEx, follow along with the PDF version of the slides, made available here.
• Chat will be available throughout the conference for you to share questions for presenters, comments, links. To keep Chat focused on the topic of discussion, please post your technical support questions to the Q&A panel only.
• There are 15-minute breaks between sessions. During these times, WebJunction production staff will be available to assist you with any technical concerns via the Q&A panel, and Chat will remain open for attendees to discuss the conference.
• To receive CEU or LEU credit, you must complete the post-conference survey, which will be emailed to the address you registered with after December 2. Each attendee at your library location should complete the survey in order to receive a personalized certificate of attendance. Certificates will be emailed within 4 weeks after the conference. Please contact your local continuing education coordinator or staff development officer to determine if this event qualifies for continuing education units in your program.
• If you have any problems connecting to this event, please contact WebEx Support: 1-866-229-3239 and provide the appropriate Event Number Day 1: 711 743 293 or Day 2: 719 619 374

Additional Questions? Please contact support@webjunction.org.