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DTSTART:20260407T180000Z
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SUMMARY:Best of Core Forum: How to Create a Patron-Centered Administration (ALA Webinar)
DESCRIPTION:The Massachusetts Library System is pleased to announce that we 
 have contracted with ALA to provide our members with access to their live 
 webinars.  These webinars are free to MLS members who register through our 
 calendar.  Please do not register directly with ALA. Members who register 
 directly with ALA are responsible for paying their registration fee. 
 \n\nPlease help us keep MLS sponsored training free for all members. If you 
 are unable to attend the live webinar\, please cancel your registration. A 
 cancellation link can be found in your confirmation email\, or you may 
 contact Sarah Donnelly at sdonnelly@masslibsystem.org to cancel. 
 \n\n\nDescription\n\nDo you want to take your library’s customer service 
 to the next level? If so\, this session is for you. We’ll share a 
 step-by-step overview of how libraries have overhauled their customer 
 service philosophy and elevated the patron experience from questioning and 
 conflict to collaboration and coming to a consensus to find solutions. 
 We’ll dig into how we created staff-driven library service success via 
 innovation and leadership to pursue customer service excellence. In 
 addition to sharing our own experiences\, we’ll share our best tips for 
 gaining buy-in from trustees\, staff\, patrons\, and even those 
 “responsibility warriors”!\n\n\n\nLearning Outcomes\n\nAt the end of 
 the webinar\, attendees will: -\n\n\n	Develop a customer service 
 philosophy. \n	Identify issues preventing a library from becoming patron 
 centered. \n	Culture-changing questions to ask. \n	Steps for planning and 
 implementation. \n	Learning a Three-step approach to shifting the 
 organization to a patron-centered outcome.\n\n\n\n\nWho Should 
 Attend\n\nLeaders and staff who want to create a more inclusive\, 
 patron-focused environment that also supports library 
 staff.\n\n\n\nPresenters\n\nAmy Resh’s leadership experiences range from 
 relationship building to innovative and compassionate library service. In 
 her current role\, cultivating connections within her community and the 
 System is integral to her work. One of her greatest strengths is connecting 
 people and information in new ways. Her vision is for the sustained growth 
 of library services that have the power to change the world.\n\nRobbin 
 Degeratu is the Assistant Director at the James V. Brown Library. Her 
 professional experience has varied widely\, including nonprofit 
 administration\, museum direction and curation\, institutional planning\, 
 development and grant-writing\, event coordination\, K-12 and adult 
 education\, research services\, marketing\, and disaster planning. She has 
 10  years of experience in creating and expanding community partnerships in 
 the education\, nonprofit\, humanities\, and cultural heritage sectors. She 
 successfully utilizes team-based and servant-leadership models to promote 
 excellence in customer service and to cultivate growth within her teams. 
 Robbin is devoted to service in the profession and grounds all of her work 
 in the core belief that libraries transform communities and empower 
 individuals through access to information and support.\n\n\n\nAccessibility 
 Information\n\nIf you have questions or requests regarding accessibility\, 
 contact ce@ala.org or at 312-280-5100.
LOCATION:Webinar
ORGANIZER;CN="Learning Services":MAILTO:learn@masslibsystem.org
CATEGORIES:Vendor Webinar - ALA
CONTACT;CN="Learning Services":MAILTO:learn@masslibsystem.org
STATUS:CONFIRMED
UID:LibCal-16423572
URL:https://calendar.masslibsystem.org/event/16423572
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