Here’s this week’s news from WebJunction and WebJunction Minnesota:

·         New WebJunction Course Offerings – Grace Under Pressure to Meaningful Community Engagement

·         Reminder of Affordable Care Act Resources
·         WebJunction Home Page Spotlights –- Extreme Customer Service
·         Upcoming WebJunction Webinars -– January & February 2014
5 New WebJunction Catalog Offerings!
We are excited to share even more learning content in the WebJunction course catalog.

Grace Under Pressure: Tips and Tricks to Cultivate a Positive Approach (WebJunction webinar)
Working in a library can feel like a constant juggling act. We navigate competing demands and challenging situations on a daily basis to meet our mission and transform our communities. In this interactive session, discover how to handle these challenges proactively. Learn positive, practical tips, stress-reduction skills, and ideas for changing your personal work style. Learn strategies to help you face challenging situations that affect your whole organization and society-wide issues that impact the communities we serve. Feel better and be more effective at your work.
Presented by: Cheryl Heywood, Timberland Regional Library, WA; Georgia Lomax, Pierce County Library System, WA; Anna Shelton, OCLC Program Consultant
>> Login to the WebJunction catalog and add this course to your learning plan or launch it right away. Login today!
Marketing Libraries: What the not-for-profits can learn from the lots-of-profits (WebJunction webinar)
You built it and promoted it, but they didn’t come? Libraries can learn from marketing strategies that for-profit organizations use. Get beyond the one-off approach to promotion. Explore how to build “ambient awareness,” establishing your library as an authoritative source and a definitive provider of services for the community. Learn how to use social media not only for communication, but as a tool to monitor and document the impact of the library. Get your whole team on board to tell the library’s convincing story of its impact on your community.
Presented by: Ned Potter, author of the Library Marketing Toolkit, speaker, and academic librarian at the University of York, UK
>> Login to the WebJunction catalog and add this course to your learning plan or launch it right away. Login today!
Library Social Media Use (WebJunction webinar)
Over half of the world’s 2 billion internet users interact with social media tools to create, share, and exchange information and ideas while online. Libraries are using these tools to market programs and services and to connect and engage with their communities beyond the library walls. Join us as we explore Facebook, Twitter, and Pinterest as examples of tools that are being used successfully by libraries. The webinar will cover how to create, administer, moderate, and leverage your library’s online presence. Some basic security settings for each social media tool will be discussed as well.

Presented by: Dr. Roberto Gallardo, project director, Extension Broadband Education and Adoption Team(e-BEAT) in Mississippi

>> Login to the WebJunction catalog and add this course to your learning plan or launch it right away. Login today!

Tell Me Something I Don’t Know – Meaningful Community Engagement (Infopeople webinar)
When you ask civilians (those people who are neither library workers nor our closest advisers, such as Friends and Trustees) what they would like to see in their libraries, they generally give predictable, and predictably narrow, answers. They want what they’ve always known in libraries, only more of it and during more open hours. Or they “envision” services we’ve been offering for years without their being aware of it. This can be quite frustrating as we try to re-imagine libraries for the 21st Century.
Don’t misunderstand: library consultants Joan Frye Williams and George Needham strongly believe that it’s important to involve the people we serve in library planning and evaluation, but traditional approaches to community engagement are often far too expensive and time consuming for the limited results they produce. They can also be downright boring for all concerned!
This one-hour webinar offers a lively look at practical, affordable, enjoyable techniques for garnering civilian input without surrendering professional judgment. George and Joan discuss how to:
·         Talk about the future without pretending to be psychic
·         Reach the right stakeholders and ask them the right questions
·         Elicit ideas that expand everyone’s thinking about your community and your library
·         Translate those ideas into real directions and initiatives
George and Joan have demonstrated in a variety of library settings that a few well-phrased and properly directed questions can provide considerably more illumination than thousands of satisfaction surveys or sticky dots on flip chart paper. Whether you are starting a new planning process, working through major service changes, or just curious about how to know and serve your community better, you’ll want to join this conversation!
>> Login to the WebJunction catalog and add this course to your learning plan or launch it right away. Login today!
Library P.I.: Process Improvement Library-Style (Infopeople webinar)
·         Books are piled all over the circulation department, and there’s a backlog in technical services.
·         Staff members in different departments work in silos and defend their turf, rather than focusing on common goals.
·         The special collections manager is retiring after 20 years. What should the plan and focus be for the future?
These are common challenges in libraries. What will you do if you’re in one of these situations?  Process improvement provides an objective and collaborative approach to problem-solving, organizational development, and thinking and acting strategically.
At the end of this one-hour webinar, participants will:
·         Have a basic understanding of process improvement and organizing around the work.
·         Have some basic tools to initiate a process improvement project.
·         Be familiar with the steps in facilitating a process improvement project.
>> Login to the WebJunction catalog and add this course to your learning plan or launch it right away. Login today!

Affordable Care Act Resource Reminder

WebJunction and WebJunction Minnesota would like to extend our thanks to all those who are reading and sharing our Health Happens in Libraries resource updates. These updates are intended to support library staff in identifying reliable Affordable Care Act (ACA) resources that may be of use to their colleagues, community partners, and patrons.
  • has a concise One-Page Guide to the Health Insurance Marketplace. This includes basic information about key aspects of the Marketplace, including how to identify the Health Insurance Marketplace serving your state and details on enrollment timelines.
  • State Refor(u)m is an online resource from the National Academy for State Health Policy and Robert Wood Johnson Foundation that has state-specific discussions and information related to the ACA open enrollment period.
  • Registration is open for the free Jan. 22 webinar from Health Happens in Libraries on Health Information Resources for Library Staff. For details and to register, please visit the webinar page.
  • The Centers for Medicare & Medicaid Services Champions for Coverage list keeps growing and includes a number of library organizations from across the country! Learn more about Champion for Coverage opportunities here.
  • WebJunction recently featured a profile on Lake County Public Library in Merrillville, IN, and their strategic approach to connecting patrons with technology and ACA resources. To learn more about how other libraries are responding to ACA information needs, visit our Health Happens in Libraries resources section, or check out our library stories.
The Health Happens in Libraries team looks forward to continuing to share resources with you into 2014 and wishes you all the best between now and then.

WebJunction Home Page Spotlights

Delivering Extreme Customer Service from the Inside OutLiz Morris /  Published: 18 December 2013

Fostering a culture of extreme customer service is one of the most important long-term investments that a library can make and costs almost nothing. The returns, meanwhile, are valuable beyond measure. Gretchen Caserotti, the Library Director of Idaho’s Meridian Library District, provided fantastic guidance for library staff looking to enhance the customer service orientation of their libraries in a recent WebJunction webinar on Extreme Customer Service, Every Time. Sharing insights from her work in library service, as well as knowledge gleaned from best practices in the private sector, Gretchen’s presentation emphasized that library staff hold the key to turning excellent customer service from a talking point into a reality of library practice.
Read more >> Delivering Extreme Customer Service from the Inside Out

Today I Bent a Rule – Barrier Identification Staff Survey at Halifax Public LibrariesSara Gillis / Published: 13 December 2013

During a recent WebJunction webinar, Extreme Customer Service, Every Time, Sara Gillis shared in chat that their library had conducted a staff survey to help identify specific instances of barriers to customer service. Sara wrote this article to explain this employee-driven approach to more responsive customer service.

A session at the annual Ontario Library Association Super Conference presented by Markham Public Library (MPL) staff called Evolution of the Revolution: Customer Service at MPL, resonated with us at Halifax Public Libraries. MPL had been grappling with issues connected with being a rules-based organization, while at the same time wanting to refocus their policies, procedures, staff roles, training, and services to create a true customer focus. To help kick-start our own refocus on customer service we invited the MPL team to present to staff at Halifax Public Libraries and share their experiences on how MPL transformed their customer service approach through employee-driven initiatives.

Read more >> Today I Bent a Rule

Upcoming WebJunction Webinars

Flexible Spaces – Flexible FuturesWednesday, Jan. 15, 1 p.m., Central, 60 min.
As libraries continue to evolve as community spaces and information hubs, there is an opportunity to explore how patrons use library space and to create spaces that are flexible and adaptable to changing needs. Presenter Dri Ralph has helped lead the King County Library System (WA) through an extensive bond project that has included the renovation and/or building of 30 libraries. She will share highlights of their design choices, ideas for flexible use of space, and tips for engaging the community in the planning and design process.  
The webinar will also explore options for libraries with limited budgets. You’ll learn about opportunities to help any library make innovative choices for engaging with patrons.
Presented by:
·         Kendra Morgan, OCLC Senior Program Manager
·         Dri RalphFacilities Design Coordinator, King County Library System

*NEW* Health Happens in Libraries: Health Information Resources for Library StaffWednesday, Jan. 22, 1 p.m. Central, 60 min.
Public libraries provide a variety of health reference services and public programs to support community health literacy. Health literacy has been described by the National Institutes of Medicine as “the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions.” The National Network of Libraries of Medicine (NN/LM) provides comprehensive health information resources and services to libraries across eight regions nationwide. Join this webinar to learn more about the health information resources available through the National Library of Medicine and the NN/LM. Representatives of the NN/LM Pacific Southwest Regional Medical Library will discuss their collaborative efforts with public libraries regarding the Affordable Care Act and other popular health information topics, and share strategies for strengthening your own library’s health information services, to improve the health literacy of your community.
Moderated by: WebJunction
Presented by:
·         Alan Carr, Acting Associate Director, NN/LM Pacific Southwest Region, UCLA Louise Darling Biomedical Library
·         Kelli Ham, Consumer Health and Technology Coordinator, NN/LM Pacific Southwest Region, UCLA Louise Darling Biomedical Library

Library Surveys for Success
Tuesday, Feb. 4, 2014, 1 p.m. Central, 60 min.
Surveys are often the tool of choice when you want to determine how to meet the needs of your community or measure your library’s impact. But do you know how to use the tool effectively? Choosing the right survey style for the situation and knowing which question type will elicit the best responses are critical elements for gathering meaningful information. Learn how to conduct an effective survey that can be used to make, measure, and meet your library’s goals. The results may just surprise you. Through this webinar, participants will:
·                       Understand why and how to conduct a survey
·                       Describe the key elements of an effective library survey
·                       Discuss the pros and cons of different survey styles
·                       Identify five main question types and when to use them
Presented by:  Colleen Eggett, Training Coordinator, Utah State Library

The Iron is HOT: Libraries as Innovative & Creative Community Catalysts
Tuesday, Feb. 11, 1 p.m., 60 min.
Renew your hope for the longtime viability of public libraries. Presenter Mary Lou Carolan sees amazing opportunities for your library to serve as a vibrant and active community center. The library can be the creative catalyst to ignite community enthusiasm. Learn about the ‘Inside/Outside Approach’ and other engaging and fun marketing practices. Find out how to implement ‘placemaking’ for lighter, quicker, cheaper ways to attract more users. And, catch the sense of urgency that libraries need to act now: 
·         Hope,
·         Opportunity
·         Time – strike while the iron is HOT
This webinar is hosted in collaboration with Geek the Library, a community awareness campaign.
Presented by: Mary Lou Carolan, director, Wallkill Public Library, New York
Mary Ann Van Cura, State Library Services
Cecelia Boone, Minitex
Affiliation with WebJunction Minnesota is free and available to members of the Minnesota library community. Tell your colleagues! 
The Institute of Museum and Library Services, a Federal Agency that fosters innovation, leadership and a lifetime of learning, in conjunction with State Library services, a division of the Minnesota Department of Education, which administers federal Library Services and Technology Act (LSTA) grants, supports the WebJunction Minnesota project.