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Do You Hear What I Hear? How Patron Bashing is Killing Our Spirit
Thursday, December 01, 2016
10:00 AM - 11:00 AM
Virtual Conference
Virtual Conference
Event Details
Description:
Join Samantha Minnis and Matt Smith for an in-depth look at the oddly prevalent phenomenon of patron bashing. Is this a problem? Why do we do it? are there any therapeutic benefits to "letting off steam?" Matt and Samantha will use psychological research to answer these questions and discuss why avoiding patron bashing ot only leads to better service for library users but a happier work life for library professionals. Presenters:
Samantha Minnis-Grand Valley State university
Samantha works in the University Libraries at Grand Valley State University. She is a manager in the Operations and user Services Department and works to ensure the library is an inviting, welcoming, user-centered environment. She has presented on customer service and student employees in academic libraries.
Matt Smith-Kalamazoo Public Library
Matt works at the Kalamazoo Public Library as a librarian. he buys nonfiction books and takes care of the adult collection. He works on the Reference Desk, the Law Library, and serves on the Customer Service Committee. He has given talks on Customer Service and LEAN.
This webinar takes place on Thursday, December 1 from 10:00 to 11:00am (Eastern Standard Time)
- This webinar is eligible for 1 LEU which you will receive via email from your presenter within 30 days.
Login on the day of the webinar: https://instlibrary.adobeconnect.com/patronbashing/event/registration.html
The Indiana State Library will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities. If you require an auxiliary aid or service for effective communication, or a modification of policies or procedures to participate in this program, service or activity of the Indiana State Library, please contact Suzanne Walker (suwalker@library.in.gov 317-232-3718) in advance of the webinar/program in which you would like to participate. Alternatively, you can contact Faye Brookins, the Indiana State Library’s ADA Coordinator (fbrookin@spd.in.gov or 317-233-1184). Notice of a needed accommodation should be provided as soon as possible to allow time for the State Library to arrange for the accommodation; however, notice of a needed accommodation must be provided to one of the above contacts no later than 48 hours in advance.
Event Type(s): ISL Webinar
Amber Painter
