Differences Make Us Stronger

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Putting Customers First
This exciting program shows how to provide outstanding customer service in person, on the phone, and online. Putting Customers First also shows how two libraries transformed themselves by following basic principles of customer service. The Columbus (OH) Metropolitan Library implemented a 48-hour turnaround time in its technical services department in…
Diversity in the Library
Every day we make assumptions about who we are, what we do, and who we interact with. Diversity in the Library will help you examine those assumptions and realize that they can create barriers to outstanding public service. The program uses scenarios taken directly from library worker's experiences. By examining…
And Access for All: ADA and Your Library
The program covers ADA compliance, including pulling together a focus group and designing an action plan to make the library's facilities and resources accessible. Real stories from libraries are included throughout the program. Customers with disabilities share their concerns about accessibility and provide insight to providing "reasonable accommodation." The resource…
Wikis, Podcasts, and Blogs, Oh My!
This program highlights blogs, wikis, podcasts, RSS feeds, social networking websites, and video sharing websites. It also shows how libraries across the country are using these technologies to reach out to new customers and improve their services. Helene Blowers, Director of Digital Services for Columbus Metropolitan Library, is interviewed in…
Serving Teens in Libraries
The training program highlights libraries that provide outstanding services to teens and shows how to replicate their successes. Serving Teens in Libraries showcases the outstanding services offered by the Public Library of Charlotte (NC) and Mecklenburg County, Queens (NY) Library, and the Baltimore County (MD) Public Library. LVN crews spent…
Leading the Change: Breaking New Ground
Leading the Change: Libraries Breaking New Ground is a training program that highlights libraries that are using innovative methods to better serve their communities. The 57-minute program features the "Tower of Books Library" in Spijkenisse, The Netherlands, the DOK Library in Delft, The Netherlands, The San Diego County Library, and…
People First
About 12 percent of the people your library could serve or hire have some type of disability in vision, learning, mobility, etc. People First demonstrates ways to break down both physical and attitudinal barriers without a large investment of time and money. Emphasis is on sensitivity, service and providing employment…
Marketing Your Library
Learn how to market your library's services to your community. From learning about your target audiences to crafting a mission statement, this program shows you how to create an effective marketing plan. In addition, you'll learn how to create a message for your library to make short-term and long-range planning…
Everyday Heroes - Addressing Youth, Race and National Service
Everyday Heroes explores the rewards and the potential difficulties, on both a personal and program level, of national and community service and of service-learning. It provides a stimulating launching-point for discussion about civic engagement and youth leadership development. Issues of race and diversity permeate every scene, with the impassioned voices…
Solving Difficult Situations
This program will show you recommended ways of handling difficult situations that your library and staff may encounter. Among the issues covered are potentially violent patrons, bomb threats, sexual harassment, and inappropriate Internet browsing. "Highly recommended..." - Video Librarian
Rethinking the Call Number
This training program highlights libraries that have replaced the Dewey Decimal System for customer use. Rethinking the Call Number visits the Maricopa Public Library (AZ) and the Frankfort Public Library (IL) to see how their conversion to a "Dewey-less" library has gone. The results have been pretty dramatic. "Even if…
In Search of Excellence
Motivate your employees to be more innovative, responsive and committed than ever before! The In Search of Excellence video is one of the best selling training programs of all time. As you watch this intriguing and inspiring program - Tom Peters and Bob Waterman are your hosts and guides for…