[OPLINLIST] NEO-RLS News: Customer Service Conference, Regional HR Webinar, and More

Wed Jan 22 14:19:49 EST 2025

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A Note from the

Continuing Education Coordinator

We are excited to introduce you to the first ever NEO-RLS Customer Service Conference: Perspectives, Possibilities, and Practices<https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231>.  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 Thursday, April 3, 2025<https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231>, at the Hilton Garden Inn in Twinsburg.

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.

We start the day with Andrew Sanderbeck’s keynote, Don’t Eat the Red Frog! Handling Some of the Worst Customer Behaviors that Come Through Your Doors!  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!

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!

This is followed by three breakout sessions.

Breakout 1

Empathize to Innovate,
presented by Holly Klingler
Learn about empathy-driven innovation where you'll discover creative ways to identify your customers' needs, brainstorm solutions, and quickly prototype ideas.

Scripts for Mastering Difficult Conversations, presented by Huron Public  Library Staff
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. 

Breakout 2

The Quiet Approach to Serving Customers: Helping Introverts Excel in Customer Service, presented by Andrew Sanderbeck
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.

The Phenomenon of Library Anxiety,
presented by Jennifer Buch
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. 

Breakout 3

A Firm Grasp: Utilizing Body Language to Increase Safety and Decrease Conflict,
presented by Holly Klingler
Discover the critical role of nonverbal communication in conflict management and personal safety.

Packing our Briefcase with Superpowers for the Library!, presented by Marilee Fini
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. 

You will not want to miss this information packed day.  Click this event link <https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231> to register and see a complete description.

See you there!

Melissa

2025 is Packed with Professional Development

January

Going the Extra Mile: Making Your Library ADA-friendly Instead of ADA-compliant (F)<https://mms.neo-rls.org/ct.php?lid=359160143&mm=114475146231>

1/23/2025

Top 24 Titles of 2024 (F)<https://mms.neo-rls.org/ct.php?lid=359161365&mm=114475146231>

1/28/2025
Ohio Web Library - Hidden Gems and New Ways to Think About OWL Resources (F)<https://mms.neo-rls.org/ct.php?lid=359162587&mm=114475146231>

1/29/2025

Teen Summer Reading Program: Color Our World<https://mms.neo-rls.org/ct.php?lid=359163809&mm=114475146231>

1/30/2025

February

Success in Programming for Adults with Developmental Disabilities (DD)<https://mms.neo-rls.org/ct.php?lid=359165031&mm=114475146231>

2/4/2025

Foundations of Conflict Management<https://mms.neo-rls.org/ct.php?lid=359166253&mm=114475146231>

2/5/2025

Full Spectrum Communications for Libraries - How MessageBee Enables and Enhances Patron Communications<https://mms.neo-rls.org/ct.php?lid=359167475&mm=114475146231>(F)

2/6/2025

Leading from the Middle: Managing Up and Down Simultaneously (I)<https://mms.neo-rls.org/ct.php?lid=359168697&mm=114475146231>

2/12/2025

Adult SRP: Color Our World (I)<https://mms.neo-rls.org/ct.php?lid=359169919&mm=114475146231>

2/13/2025

Human Resource and Fiscal Officer Networking Meeting<https://mms.neo-rls.org/ct.php?lid=359171141&mm=114475146231>

2/14/2025
Canva Essentials: From Ideas to Designs (F)<https://mms.neo-rls.org/ct.php?lid=359172363&mm=114475146231>

2/18/2025

Understanding Race and Racism (I)<https://mms.neo-rls.org/ct.php?lid=359173585&mm=114475146231>

2/19/2025

Building Joy-Centric Libraries: an Experiential Approach (F)<https://mms.neo-rls.org/ct.php?lid=359174807&mm=114475146231>

2/20/2025

Public Relations and Marketing Virtual Networking Meeting<https://mms.neo-rls.org/ct.php?lid=359176029&mm=114475146231>

2/25/2025

New Supervisors' Academy (I)<https://mms.neo-rls.org/ct.php?lid=359177251&mm=114475146231>

2/26/2025

Understanding the Basics of Microsoft Excel (F)<https://mms.neo-rls.org/ct.php?lid=359178473&mm=114475146231>

2/27/2025

March

Preparing for and Managing Difficult Patron Interactions<https://mms.neo-rls.org/ct.php?lid=359179695&mm=114475146231>

3/5/2025

How to Develop a Staff-Led Diversity Campaign:
Leading Community Change Through the Library(F)<https://mms.neo-rls.org/ct.php?lid=359180917&mm=114475146231>

3/6/2025
Cultivating Your Resilience to Avoid Burnt Out: Managing Stress, Appreciation Inequalities, and Workload Demands (F)<https://mms.neo-rls.org/ct.php?lid=359182139&mm=114475146231>

3/12/2025

Two Perspectives on Legal Reference Services (I)<https://mms.neo-rls.org/ct.php?lid=359183361&mm=114475146231>

3/13/2025

Checking out Software Licenses: Expanding Equitable Access and Maximizing License-Use Efficiency (I)<https://mms.neo-rls.org/ct.php?lid=359184583&mm=114475146231>

3/19/2025

Emergency Preparedness Stations: Staff Readiness in Emergency Response Situations (F)<https://mms.neo-rls.org/ct.php?lid=359185805&mm=114475146231>

3/20/2025

A Deeper Dive into the Science of Reading<https://mms.neo-rls.org/ct.php?lid=359187027&mm=114475146231>

3/26/2025

April

NEW-Customer Service Conference: Perspectives, Possibilities, and Practices (I)<https://mms.neo-rls.org/ct.php?lid=359158921&mm=114475146231>

4/3/2025

Sharpening Your Excel Skills (I)<https://mms.neo-rls.org/ct.php?lid=359188249&mm=114475146231>

4/8/2025

The Adult Programming Equation (F)<https://mms.neo-rls.org/ct.php?lid=359189471&mm=114475146231>

4/9/2025

AI Ethics: A Library Perspective<https://mms.neo-rls.org/ct.php?lid=359190693&mm=114475146231>

4/16/2025

Quiet Leadership:
Foster your identity as an introverted or quiet leader to inspire beyond words (F)<https://mms.neo-rls.org/ct.php?lid=359191915&mm=114475146231>

4/17/2025

NEW-Managing Challenging Interactions with Colleagues and Staff (I)<https://mms.neo-rls.org/ct.php?lid=359193137&mm=114475146231>

4/30/2025

[View Full Calendar]<https://mms.neo-rls.org/ct.php?lid=359194359&mm=114475146231>

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Teen Summer Reading Program-Register by Friday
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 Thursday, January 30th<https://mms.neo-rls.org/ct.php?lid=359163809&mm=114475146231> at the Hilton Garden Inn in Twinsburg click this even link <https://mms.neo-rls.org/ct.php?lid=359163809&mm=114475146231> to register.

Ohio Regional Library Webinar - Navigating HR Changes in 2025
Tuesday, January 28th from 2:00 pm -4:00 pm<https://mms.neo-rls.org/ct.php?lid=359195581&mm=114475146231>

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:

  *   New U.S. Dept. of Labor Overtime Rule
  *   New Federal Law & Rules for Pregnant & Nursing Employees
  *   New U.S. Equal Employment Opportunity Commission (EEOC) Guidance on Workplace Harassment
  *   Federal and State Changes Related to Marijuana/Cannabis

What do these changes mean for you and your library?

Join Drew Esposito, HR Consultant at Clemans, Nelson & Associates, as he facilitates an engaging, HR-focused session that provides clarity on these critical updates.

Click this event link <https://mms.neo-rls.org/ct.php?lid=359195581&mm=114475146231> for more information and to register.

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Applications to host a Guiding Ohio Online Technology Trainer

Applications are being accepted for public libraries to host a Guiding Ohio Online<https://mms.neo-rls.org/ct.php?lid=359196803&mm=114475146231> 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.

State Library staff will be hosting a virtual Open Office Hour for Guiding Ohio Online<https://mms.neo-rls.org/ct.php?lid=359198025&mm=114475146231> on February 25 from 1-2 p.m. 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.

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 here<https://mms.neo-rls.org/ct.php?lid=359196803&mm=114475146231> and are due March 23, 2025.

For questions regarding Guiding Ohio Online contact Technology Consultant Anne Kennedy at akennedy at library.ohio.gov<mailto:akennedy at library.ohio.gov>.

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Cybersecurity Training and Response Planning for Public Libraries

OPLIN is sharing this update about Ohio Persistent Cyber Improvement<https://mms.neo-rls.org/ct.php?lid=359199247&mm=114475146231>, a State of Ohio initiative to help local entities improve their cybersecurity preparedness.

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.

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-PCI is currently scheduling training for organizations in the following Ohio counties: Ashtabula, Hocking, Logan, Lucas, Miami, Morrow, Portage, and Tuscarawas.

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 opciprogram at uc.edu<mailto:opciprogram at uc.edu>.

Did someone forward you this newsletter? Click here <https://mms.neo-rls.org/ct.php?lid=359200469&mm=114475146231> to create your own account.

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