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<p align="center" style="margin:0in;text-align:center;line-height:12.6pt"><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">A Note from the</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"><o:p></o:p></span></p>
<p align="center" style="margin:0in;text-align:center;line-height:12.6pt"><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Continuing Education Coordinator</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"><o:p></o:p></span></p>
<p align="center" style="margin:0in;text-align:center;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">We are excited to introduce you to the first ever<strong><span style="font-family:"Arial",sans-serif">
<a href="https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231" target="_blank">
NEO-RLS Customer Service Conference: Perspectives, Possibilities, and Practices</a></span></strong>. This conference will replace the Day for Public Service and will bring together many of our popular customer service and communication speakers in one location.
The conference will take place on<strong><span style="font-family:"Arial",sans-serif">
<a href="https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231" target="_blank">
Thursday, April 3, 2025</a></span></strong>, at the Hilton Garden Inn in Twinsburg.
<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">This dynamic customer service conference is designed specifically for frontline library staff. As the heart and face of every library, frontline
employees play a vital role in creating welcoming, inclusive, and impactful experiences for patrons. This conference is your opportunity to network with your peers, explore new perspectives, discover new possibilities and come away with practical tools to
better assist you, the library and your patrons. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">We start the day with Andrew Sanderbeck’s keynote,
<em><span style="font-family:"Arial",sans-serif">Don’t Eat the Red Frog! Handling Some of the Worst Customer Behaviors that Come Through Your Doors!</span></em> Some customers are like the Red Poison Dart Frog of Costa Rica. Their behaviors are toxic! How
many times a day are you dealing with angry, difficult and even downright unreasonable customers? They truly can be poisonous, if you let them! <br>
<br>
The good news is that you can choose to not let them ruin your day or poison your “service attitude” with their venom. And by using a few proven techniques and questions some of these Red Frog customers could actually leave feeling better! <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">This is followed by three breakout sessions. <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Breakout 1 <br>
<br>
<em><span style="font-family:"Arial",sans-serif">Empathize to Innovate</span></em>,
<br>
presented by Holly Klingler <br>
Learn about empathy-driven innovation where you'll discover creative ways to identify your customers' needs, brainstorm solutions, and quickly prototype ideas. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Scripts for Mastering Difficult Conversations, presented by Huron Public Library Staff <br>
Have you ever dealt with a patron who is disgruntled or doesn’t like change or is just plain mean? We all have. Seeing a need, Huron Public Library managers created scripts to help staff prepare to interact with difficult patrons. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;line-height:12.6pt">
<span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Breakout 2 <o:p></o:p></span></p>
<p style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;line-height:12.6pt">
<em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">The Quiet Approach to Serving Customers: Helping Introverts Excel in Customer Service</span></em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">, presented
by Andrew Sanderbeck <br>
Customer service is not an easy job for anyone. It can be especially challenging for those who are more introverted to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused. <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">The Phenomenon of Library Anxiety,
</span></em><i><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"><br>
</span></i><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">presented by Jennifer Buch <br>
Trying new things can be hard for anyone, but for those who are anxious, it can seem almost impossible. Learn about the research done on library anxiety. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Breakout 3 <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">A Firm Grasp: Utilizing Body Language to Increase Safety and Decrease Conflict,</span></em><i><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"><br>
</span></i><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">presented by Holly Klingler <br>
Discover the critical role of nonverbal communication in conflict management and personal safety. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Packing our Briefcase with Superpowers for the Library!,
</span></em><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">presented by Marilee Fini <br>
We often forget to UNLOCK our Superpowers in our briefcase. When we utilize these Superpowers such as passion, flexibility, patience, self-care and optimism in our everyday work life, we gain a whole new perspective. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">You will not want to miss this information packed day. Click this event
<strong><span style="font-family:"Arial",sans-serif"><a href="https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231" target="_blank">link
</a></span></strong>to register and see a complete description. <o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">See you there! <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:black">Melissa <o:p></o:p></span></p>
</div>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:black">2025 is Packed with Professional Development</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"><o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:black;background:white">January</span></strong><b><span style="font-family:"Arial",sans-serif;color:black;background:white"><br>
<br>
</span></b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"><o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"><a href="https://mms.neo-rls.org/ct.php?lid=359160143&mm=114475146231"><span style="color:#4444DD">Going the Extra Mile: Making Your Library ADA-friendly
Instead of ADA-compliant </span><strong><span style="font-family:"Arial",sans-serif;color:#0023FF">(F)</span></strong></a><o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">1/23/2025<o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"><a href="https://mms.neo-rls.org/ct.php?lid=359161365&mm=114475146231"><span style="color:#4444DD">Top 24 Titles of 2024 (F)</span></a><o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">1/28/2025<br>
<a href="https://mms.neo-rls.org/ct.php?lid=359162587&mm=114475146231"><span style="color:#4444DD">Ohio Web Library - Hidden Gems and New Ways to Think About OWL Resources</span><strong><span style="font-family:"Arial",sans-serif"> (F)</span></strong></a><o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">2/12/2025<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">2/13/2025<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">2/27/2025<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:black">April</span></strong><b><span style="font-family:"Arial",sans-serif;color:black"><br>
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</span></b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue"><o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">4/16/2025<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:blue">4/17/2025<br>
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<a href="https://mms.neo-rls.org/ct.php?lid=359177251&mm=114475146231" target="_blank"><span style="text-decoration:none"><img border="0" width="900" height="200" style="width:9.375in;height:2.0833in" id="_x0000_i1038" src="https://d15k2d11r6t6rl.cloudfront.net/pub/8ziy/om4q4zpg/wht/oqu/lf1/2024%20New%20Supervisors%E2%80%99%20Academy%20slide_1.jpg"></span></a><o:p></o:p></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:#555555">Teen Summer Reading Program-Register by Friday</span></strong><b><span style="font-family:"Arial",sans-serif;color:#555555"><br>
</span></b><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Get your palette ready for Color Our World, NEO-RLS's teen summer reading workshop. You will get to know your fellow attendees through the paint chips and generate many program
ideas. Next you will learn how to work with a shoestring programming budget, followed by After-Hours Programming. Just before lunch you will be treated to rapid fire program ideas presented by the popular Steve Moser. After lunch, we will be hosting a program
palooza. You will have an opportunity to hear 6 different programs and ask questions. The day will end with round table discussion and a presentation by Janet Ingraham Dwyer on the CSLP. More details will be coming soon. Don't miss this fun-filled day and
opportunity to connect with your colleagues. The workshop is next <a href="https://mms.neo-rls.org/ct.php?lid=359163809&mm=114475146231" target="_blank">
<strong><span style="font-family:"Arial",sans-serif">Thursday, January 30th</span></strong></a> at the Hilton Garden Inn in Twinsburg click this even
<a href="https://mms.neo-rls.org/ct.php?lid=359163809&mm=114475146231" target="_blank">
link </a>to register. <o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:#555555">Ohio Regional Library Webinar - Navigating HR Changes in 2025</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"><br>
<a href="https://mms.neo-rls.org/ct.php?lid=359195581&mm=114475146231" target="_blank">Tuesday, January 28th from 2:00 pm -4:00 pm</a><o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Enhance your knowledge and connect with fellow professionals at this dynamic learning and networking opportunity. This informative webinar will
address the latest developments in workplace regulations, including:<o:p></o:p></span></p>
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<span style="font-size:10.5pt;font-family:"Arial",sans-serif">New U.S. Dept. of Labor Overtime Rule<o:p></o:p></span></li><li class="MsoNormal" style="color:#555555;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;line-height:12.6pt;mso-list:l0 level1 lfo1">
<span style="font-size:10.5pt;font-family:"Arial",sans-serif">New Federal Law & Rules for Pregnant & Nursing Employees<o:p></o:p></span></li><li class="MsoNormal" style="color:#555555;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;line-height:12.6pt;mso-list:l0 level1 lfo1">
<span style="font-size:10.5pt;font-family:"Arial",sans-serif">New U.S. Equal Employment Opportunity Commission (EEOC) Guidance on Workplace Harassment<o:p></o:p></span></li><li class="MsoNormal" style="color:#555555;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;line-height:12.6pt;mso-list:l0 level1 lfo1">
<span style="font-size:10.5pt;font-family:"Arial",sans-serif">Federal and State Changes Related to Marijuana/Cannabis<o:p></o:p></span></li></ul>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">What do these changes mean for you and your library?<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Join Drew Esposito, HR Consultant at Clemans, Nelson & Associates, as he facilitates an engaging, HR-focused session that provides clarity on
these critical updates.<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Click this event
<a href="https://mms.neo-rls.org/ct.php?lid=359195581&mm=114475146231" target="_blank">
link </a>for more information and to register.<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
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<a href="https://mms.neo-rls.org/ct.php?lid=359168697&mm=114475146231" target="_blank"><span style="text-decoration:none"><img border="0" width="900" height="200" style="width:9.375in;height:2.0833in" id="_x0000_i1036" src="https://d15k2d11r6t6rl.cloudfront.net/pub/8ziy/om4q4zpg/bnq/s3m/2jp/Leading%20From%20the%20Middle%20slide.jpg"></span></a><o:p></o:p></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:#555555">Applications to host a Guiding Ohio Online Technology Trainer</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"><o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Applications are being accepted for public libraries to host a
<a href="https://mms.neo-rls.org/ct.php?lid=359196803&mm=114475146231">Guiding Ohio Online</a> Technology Trainer starting January 28, 2025 through March 23, 2025. Guiding Ohio Online is a State Library LSTA funded program created to assist libraries serving
rural populations. Guiding Ohio Online Technology Trainers help Ohioans develop the digital literacy skills needed to fully participate in the digital age.
<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">State Library staff will be hosting a
<a href="https://mms.neo-rls.org/ct.php?lid=359198025&mm=114475146231">virtual Open Office Hour for Guiding Ohio Online</a> on February 25 from 1-2 p.m</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">. to answer questions
about the program and the application process. The Open Office Hour is a great time to ask specific questions or discuss program ideas with State Library staff.<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">Trainers will serve in selected libraries during the program year, July 1, 2025 – June 30, 2026. Application questions and Proposed Budget forms
for Guiding Ohio Online can be found <a href="https://mms.neo-rls.org/ct.php?lid=359196803&mm=114475146231">
here</a> and are due March 23, 2025.<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">For questions regarding Guiding Ohio Online contact Technology Consultant Anne Kennedy at
<a href="mailto:akennedy@library.ohio.gov">akennedy@library.ohio.gov</a>.<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><strong><span style="font-family:"Arial",sans-serif;color:#555555">Cybersecurity Training and Response Planning for Public Libraries</span></strong><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"><o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">OPLIN is sharing this update about
<a href="https://mms.neo-rls.org/ct.php?lid=359199247&mm=114475146231">Ohio Persistent Cyber Improvement</a>, a State of Ohio initiative to help local entities improve their cybersecurity preparedness.
<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">O-PCI will offer cybersecurity training customized to different staff roles, and will follow up with private consultation with library administration
and IT to review your risk, resilience and response plan. Find an O-PCI summary and course list attached. O-PCI is funded by a CISA SLCGP grant to the State of Ohio, and managed by the Ohio Cyber Range Institute at the University of Cincinnati.<o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">This week, O-PCI Associate Director Peter Kobak shared that O-PCI will prioritize scheduling public libraries, even if other agencies in your
county have not committed to participate.<o:p></o:p></span></p>
<p style="margin:0in;line-height:10.8pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555"> <o:p></o:p></span></p>
<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">O-PCI is currently scheduling training for organizations in the following Ohio counties:
<strong><span style="font-family:"Arial",sans-serif">Ashtabula, Hocking, Logan, Lucas, Miami, Morrow, Portage,
</span></strong>and <strong><span style="font-family:"Arial",sans-serif">Tuscarawas. </span></strong><o:p></o:p></span></p>
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<p style="margin:0in;line-height:12.6pt"><span style="font-size:10.5pt;font-family:"Arial",sans-serif;color:#555555">O-PCI encourages organizations to express interest now, so they can prioritize scheduling. To ask about scheduling or add your library to O-PCI's
list, email <a href="mailto:opciprogram@uc.edu">opciprogram@uc.edu</a>.<o:p></o:p></span></p>
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