Schedule and Descriptions

Service for All Conference: Empowering and Rethinking Service for All
Thurs., May 14, 2020
The Conference Center at OCLC
6600 Kilgour Place, Dublin, Ohio 43017
[map and directions]

 

CONFERENCE AT-A-GLANCE
8:00 – 8:45 a.m. | Registration and Refreshments

8:45 – 9:00 a.m. | Welcome, Introductions, and Announcements

9:00- 9:30 a.m.| Opening Keynote

Session Time Track Session Core Competency Room #
9:35-10:35 a.m. Programming Effective Library Programming for Difficult Topics PRG Training Room #3
9:35-10:35 a.m. Customer  Service Why Aren’t They Using the Library?:Overcoming Barrier to Library Use PAW Training Room #4
9:35-10:35 a.m. Equity, Diversity and Inclusion LGBT+ Gender Neutral Language and Inclusive Procedures, Policies and Best Practices EDI Meeting Room #4
9:35-10:35 a.m. Something for All Namaste! Providing Services for Refugees in Cleveland Heights PAW Meeting Room #6
9:35-10:35 a.m. Trends Introduction to Website Accessibility EDI Training Room #1
 9:35-10:35 a.m. Empathy Yes, The Library is My Safe Place EDI Training Room #2

10:35-10:50 a.m. | Break

10:50-11:50 a.m. | Breakout Sessions

Session Time Track Session Core Competency Room #
10:50-11:50 a.m. Programming It’s Not Scary – It’s Multigenerational Programming! PRG Training Room #3
10:50-11:50 a.m. Customer  Service Meeting Customers Where They Are: Outreach Services to Special Needs Populations EDI Training Room #4
10:50-11:50 a.m. Equity, Diversity and Inclusion Creating Welcoming and Inclusive Environments Via Structural Competency EDI Meeting Room #4
10:50-11:50 a.m. Something for All Reader’s Advisory for ALL RAD Meeting Room #6
10:50-11:50 a.m. Trends African American Genealogy and History for Library Patrons PAW Training Room #1
10:50-11:50 a.m. Empathy Just Friendly: Creating a Culture of Inclusivity through Training, Programming and Partnerships EDI Training Room #2

11:50 a.m. – 12:50 p.m. | Lunch and Table Talks

1:00 – 1:30 p.m. | LIBChats: The View from Our Patrons and Communities

1:30 – 2:00 p.m. | Genuine Hospitality – Leading through Culture and Customer Service

2:10-3:10 p.m. | Breakout Sessions

Session Time Track Session Core Competency Room #
2:10-3:10 p.m. Programming Library is Open: LGBTQ+ Inclusive Programs and Addressing Controversy INF Training Room #3
2:10-3:10 p.m. Customer  Service A Cup of Culture CTS Training Room #4
2:10-3:10 p.m. Equity, Diversity and Inclusion Sensory Challenges Solved EDI Meeting Room #4
2:10-3:10 p.m. Something for All How Many Hats Do I Wear? Customer Service Training CTS Meeting Room #6
2:10-3:10 p.m. Trends Using Virtual Reality to Visualize the Opioid Crisis STF Training Room #1
2:10-3:10 p.m. Empathy Librarity: Clarity on Disability and Diversity in the Library EDI Training Room #2

3:15-4:00 p.m. | Customer Service Model Discussion Panel

4:00-4:15 p.m. | Closing Keynote and Wrap-up Session

4:15 p.m. | Adjourn


 

CONFERENCE SCHEDULE

8:00 – 8:45 a.m. | Registration and Refreshments

8:45 – 9:00 a.m. | Welcome, Introductions, and Announcements

9:00-9:45 a.m. | General Session – Keynote Presentation

David Bush photo

David L.Bush, Keynote

Re-thinking Your Brand
Keynote: David L. Bush, Toledo Lucas County Public Library

“Your smile is your logo, your personality is your business card, how you leave others feeling after having an experience with them becomes your trademark.” – Jay Danzie

The tone for the Service for All Conference will be set as we re-think our brand. This session will allow attendees, through self-discovery and engagement, to construct an individualized brand and philosophy of customer service. The combination of these two elements will create a more intentional, relational side to the processes of service for all. In the conclusion of our time together we will circle the wagons with excitement and vigor with testimonials, anecdotes and a newfound outlook on “Service for All.”

Learn more about David Bush

9:35 – 10:35 a.m. | Breakout Sessions

Effective Library Programming for Difficult Topics
Time: 9:35 – 10:35 a.m.
Presenter: Leann Schneider Webb, Bexley Public Library
Learning Track: Programming
Ohio Public Library Core Competency: Programming
Sponsored by: Reference and Information Services Division

In early 2017 Bexley Public Library (BPL) responded to the volatile political and social climate by hosting the program “Implicit Bias with the Kirwan Institute,” hoping to provide a space for the community to learn about and engage with essential – but difficult – topics. With nearly 100 attendees and a heavy social-media buzz, it was evident that the community was interested in programming like this. BPL then set out to build community partnerships with the city, the school district, and local funders to develop programming at the library that provided a place for the community to engage in discussions about difficult topics like race, racism, white privilege, and LGBTQ+ issues, among others. Since then, BPL has found success with programs – all city-wide collaborations – that included but were not limited to a 3-part series, “Safe Conversations About Race,” “Teaching Hard History: American Slavery” with the Southern Poverty Law Center, “LGBTQ+ 101,” and by-patron-demand “Discussing Race & Racism with Children.” Adult Services Librarian and program developer at BPL, Leann Schneider Webb, will share about the process of building the connections that make these programs possible, how BPL reached the community, as well as some lessons learned along the way.

Why Aren’t They Using the Library?: Overcoming Barriers to Library Use
Time: 9:35 – 10:35 a.m.
Presenter: Jessica Curtis, Westerville Public Library
Learning Track: Customer Service
Ohio Public Library Core Competency: Patron Awareness
Sponsored by: OLC’s Reference and Information Services Division

Do you have amazing products, classes, and services … but no one’s using them? There may be several, very good reasons that you have the chance to influence. This session will cover common reasons why patrons, or entire user groups, are not coming to the library or using library resources. These will include library policy considerations, customer service, local demographics and cultural considerations, and active and passive marketing in the library and in the community.

LGBT+ Gender Neutral Language and Inclusive Procedures, Policies and Best Practices
Time: 9:35 – 10:35 a.m.
Presenters: Marisha Sullivan, Stark County District Library; Talia Linina, Cleveland Heights-University Heights Public Library
Learning Track: Equity, Diversity and Inclusion
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Teen Services Division

How inclusive are your library resources and services when it comes to your transgender, non-binary, and gender non-conforming patrons?  In this session we will cover everything from implementing gender-inclusive language and appropriate terminology to enacting systematic change through inclusive policies and best practices that work with your existing infrastructure. Whether you are familiar with some of the newer terminology, or are looking for a refresher, join us to learn how to make your library a welcoming environment for patrons across the gender spectrum with simple, practical steps.

Namaste!: Providing Services for Refugees in Cleveland Heights
Time: 9:35 – 10:35 a.m.
Presenter: Steve Sanders, Cleveland Heights-University Heights Public Library
Learning Track: Something for All
Ohio Public Library Core Competency: Patron Awareness
Sponsored by: OLC’s Reference and Information Services Division

According to the Pew Research Center, Ohio resettled 1,400 refugees from across the world into its cities and towns in 2019. Often, once they arrive, one of the first places they may find themselves is in your library. What can your library do to help them find their feet in your community? With a small population of Bhutanese refugees living near one of its branches, the Cleveland Heights-University Heights Library system (Heights Libraries) decided to hire a full-time refugee services librarian in 2017 to develop and expand its refugee service programs and spearhead outreach efforts made to serve this community. This talk will discuss why Heights Libraries, a mid-size library system, decided to create a refugee services librarian position, how we’ve partnered with local organizations to create and support programs which specifically focus on serving refugees, and the various barriers, triumphs, and other experiences we’ve had along the way.

Introduction to Website Accessibility
Time: 9:35 – 10:35 a.m.
Presenter: Laura Solomon, Ohio Public Library Information Network (OPLIN)
Learning Track: Trends
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Information Technology Division

Are you concerned that your library’s website isn’t meeting accessibility standards? If not, you should be — lawsuits concerning website accessibility failures are increasing, and libraries do not have immunity.  Gain an understanding of which guidelines are used to measure website accessibility in the United States, and how to begin to evaluate your own library’s site for potential issues.  We’ll also discuss some common pitfalls and things to avoid.  Topics for this program include: what accessibility means in a web context, legal issues surrounding web accessibility and how these can affect libraries, national and international standards commonly used for accessibility evaluations, and more!

Yes, the Library is My Safe Place
Time: 9:35 – 10:35 a.m.
Presenters: Erin Kelsey, State Library of Ohio; Melanie Glenn Gunther, Huckleberry House
Learning Track: Empathy
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Diversity Awareness and Resources Committee and Children’s Services Division

In 2019, the State Library purchased Ryan Dowd’s The Librarian’s Guide to Homelessness: An Empathy-Driven Approach to Solving Problems, Preventing Conflict, and Serving Everyone training. The training and special webinars are available for all library staff in Ohio through September 2020.  Erin Kelsey will discuss the growing need for training and the impact and usage of the training in Ohio. As Program Manager of the Crisis Shelter at Huckleberry House in Columbus, Melanie Glenn-Gunther and her staff are challenged every day with working families experiencing conflict at its most heightened state. She will focus on teen homelessness and the work at the crisis shelter.

10:35 – 10:50 a.m. | Break

10:50 – 11:50 a.m. | Breakout Sessions

African American Genealogy Group of the Miami Valley
Time: 10:50 – 11:50 a.m.
Presenter: Thomas Jordan, African American Genealogy Group of the Miami Valley
Learning Track: Trends
Ohio Public Library Core Competency: Patron Awareness
Sponsored by: OLC’s Special Collections Division

Expansion is the word used by leading genealogist to describe the opportunities in genealogy as it pertains to minorities.  DNA testing along with evolving scholarship over the last half century has added to interest in genealogy and family history.  Using the critical time periods in American history, Thomas Jordan discusses the genealogy family history resources that every library should have to serve patrons who are looking to discover their roots and chronicle their family histories. Thomas is the current president of the African-American Genealogy Group of the Miami Valley (AAGGMV) and the author of “Double Jordan: My Journey Towards Discovering my Paternal Ancestors.”

Meeting Customers Where They Are: Outreach Services to Special Needs Populations
Time: 10:50 – 11:50 a.m.
Presenter: Natalie Bota, Westlake Porter Public Library
Learning Track: Customer Service
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Outreach and Special Collections Division

Many public Libraries across the county have worked hard to incorporate in-house programming and services for customers with different abilities and special needs.  Buy what Opportunities exist outside of our public library buildings? How can we work to serve customers in their preferred environments, where they are most comfortable and secure?  Natalie Bota, Special needs Librarian at the Westlake Porter Public Library, will explain how her library remains committed to special needs outreach services for customers of all ages.  She will discuss the way the library developed these programs and partnerships and talk about the challenges and successes related to each.

Readers Advisory for All
Time: 10:50 – 11:50 a.m.
Presenters: Brea McQueen, Public Library of Cincinnati and Hamilton County; Amanda Marquat, Greene County Public Library – Winters-Bellbrook Community Library; Jennifer Coventry, Wadsworth Public Library
Learning Track: Something for All
Ohio Public Library Core Competency: Readers Advisory
Sponsored by: OLC’s Teen Services Division

How can you make sure you are recommending widely, not assuming your patrons’ life experiences, and recommending books that accurately reflect diverse experiences? In this one hour presentation we will discuss the importance of diverse representation in books, provide an overview of diversity and representation in books, as well resources to help you and your staff provide excellent readers’ advisory to teens and adults, and book talk some of our favorite books that meet the criteria of the James Cook Book Award; an award sponsored by OLC to celebrate excellence and diversity in teen literature.

It’s Not Scary — It’s Multigenerational Programming!
Time: 10:50 – 11:50 a.m.
Presenter: Caitlynn Melick, Muskingum County Library System
Learning Track: Programming
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Teen Services Division

Learn how a small team of staff planned a multigenerational haunted hause/murder mystery/escape room program series on a modest budget and lived to tell the tale! We’ll discuss the basic steps of developing a program series that engages library users of all ages, utilizes the enthusiasm and productivity of teen volunteers, and doesn’t  cost a fortune.  If you’re into celebrating creative risk taking and cultivating opportunities for cross-departmental collaboration, this session is for you!

Creating Welcoming and Inclusive Environments Via Structural Competency
Time: 10:50 – 11:50 a.m.
Presenter: Zoe Fawcett Freggens, MA, Equitas Health Institute
Learning Track: Equity, Diversity and Inclusion
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Diversity Awareness and Resources Committee and Customer Service Division

Social and physical environments can positively or negatively impact one’s engagement and well-being. This training delves into the definition and practical application of structural competency as a tool for promoting equity and inclusion in organizational settings. More specifically, it discusses how individuals and organizations can create inclusive and welcoming environments for LGTBQ+ clients/patrons by altering the physical space and organizational policies and procedures.

Just Friendly: Creating a Culture of Inclusivity through Training, Programming and Partnerships
Time: 10:50 – 11:50 a.m.
Presenter: Valerie Simmons, Lane Libraries
Learning Track: Empathy
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: Service for All Conference Planning Committee

Strategies to incorporate inclusivity into daily routines, programming efforts, and community engagement will be explored.  Examples of each will be given to illustrate how to create a friendly library environment for patrons with diverse abilities.  Focus will be on the developmentally disabled population and how providing an inclusive environment benefits all patrons.

11:50 a.m. – 12:50 p.m. | Lunch and Table Talks
The Services for All Conference Planning Committee invites attendees to continue the conversation over lunch. Select tables will be marked with a “table talker sign” indicating a population or concept that relates to Services for All. Topics include, but are not limited to seniors, veterans, internal customers, families of incarcerated or institutionalized individuals, youth and teens, and staff training / development. If you want to share a service, resource, or program your library is providing, head to the table with a related table talker. If you are looking for new ideas on serving your library’s diverse population, you can find a table talker of interest to you and hear what other libraries are doing.

1:00 – 1:30 p.m. | LIBChats: The View from Our Patrons and Communities
Four library users will share their thoughts on what drew them to the library, how their usage has changed over time, how the library has impacted their life, and other related topics.

  • Tatjana Misanovic moved from Bosnia with her family in 1998. As a young girl, she helped her family navigate the complicated social services and immigration systems. The library was vital in improving their English skills and adjusting to their new surroundings. Now as the Customer Services Manager at the Columbus Metropolitan Library, Tatjana uses her experience to help others.
  • Pixie Brown is a retired social worker and frequent library user in rural Ohio. As part of her previous position, she trained front line staff various customer service techniques for working with mentally ill patients.
  • Cecilia Vasey is a freshman at The Ohio State University, majoring in Music Education. The library has always been a part of her life and she will share her experience as a library volunteer and the role the library has played in her life throughout her youth.
  • Brielle Burley is a young African-American woman with passions to uplift and empower those who share her heritage. She believes that success is attainable through action and education no matter the method, a person’s race, age, or gender. Brielle will discuss her library experiences growing up in Akron, OH, going to college, and starting her own business in Toledo, OH. She will examine how the resources she used and information gathered helped her development in her endeavors.
Alex Bates photo

Alex Bates

1:30 – 2:00 p.m. | Genuine Hospitality – Leading through Culture and Customer Service
Great people delivering genuine hospitality – As a leader in the hospitality industry, Cameron Mitchell Restaurants, LLC provides an exceptional guest experience by leading through culture and making “YES” the answer. Join Alex Bates, Senior Manager of Training and Guest Services with Cameron Mitchell Restaurants for a presentation on delivering outstanding customer service.

2:00 – 2:10 p.m. | Break

2:10 – 3:10 p.m. | Breakout Sessions

Librarity: Clarity on Disability and Diversity in the Library
Time: 2:10 – 3:10 p.m.
Presenters: Samantha Brown, OCALI Lending Library; Heather Bridgman, Assistive Technology and Accessible Educational Materials Center at OCALI; Rachel Schultz, Assistive Technology and Accessible Educational Materials Center at OCALI
Learning Track: Empathy
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Diversity Awareness and Resources Committee

Libraries are a valuable resource for sharing and connecting people and communities with free information and resources. Communication is an important factor. This session will outline various ways to use soft skills in order to serve all patrons, including those with different disabilities. This session will also include numerous ways to provide access to library resources for individuals with disabilities. Learn about a wide variety of alternative access technology from reading materials with modified reading levels, text-to-speech to listen to electronic text and alternative access tools such as switch-accessible reading, eye gaze systems and reading apps.

A Cup of Culture
Time: 2:10 – 3:10 p.m.
Presenter: Ben Heckman, Bexley Public Library
Learning Track: Customer Service
Ohio Public Library Core Competency: Customer Service
Sponsored by: OLC’s Customer Service Division

The culture of your library determines the experience of patrons and staff alike. So, how can you build a culture that will inspire a sense of engagement, empowerment, and belonging for all? Join Bexley Library Director and former Starbucks Manager, Ben Heckman, for an exploration of the world-renowned, customer-first service model that made Starbucks the gold standard for welcoming spaces and exceptional service. Learn how these transformative principals can improve employee satisfaction and revolutionize the way your library serves.

Using Virtual Reality to Visualize the Opioid Crisis
Time: 2:10 – 3:10 p.m.
Presenters: Matthew Love, GRID Lab at Ohio University; Kerri A. Shaw, MSW, LISW-S, Department of Social Work, College of Health Sciences and Professions, Ohio University; Melissa Kitrick, Department of Social Work, College of Health Sciences and Professions, Ohio University
Learning Track: Trends
Ohio Public Library Core Competency: Staff Development
Sponsored by: OLC’s Human Resources and Trainer Development Division

Virtual reality is an increasingly popular tool for teaching due to its immersive, multi-sensory delivery of content. With funding from the Ohio Department of Medicaid, administered by the Ohio Colleges of Medicine Government Resource Center, an inter-professional team from Ohio University developed Destiny, a virtual reality simulation. This simulation utilizes 360 degree technology to walk viewers through the story of a pregnant 23-year old woman from Appalachia who is attempting to overcome her addiction to opioids. Twelve videos are used to explore her history of childhood trauma and better understand her current living situation in order to confront biases, call attention to social determinants of health, and increase cultural humility in those working amid the opioid crisis in Ohio. This conference program will expose viewers to a sample of the Destiny content; describe the educational components included in the VR presentation, and share data outcomes to date. The full simulation may be able to be presented to interested library staffs and community organizations.

Sensory Challenges Solved
Time: 2:10 – 3:10 p.m.
Presenters: Natalie Bota, Westlake Porter Public Library; Tricia Bohanon, Akron-Summit County Public Library; Kristin DeMay, Worthington Libraries; Sybil Wendling, Avon Lake Public Library
Learning Track: Equity, Diversity and Inclusion
Ohio Public Library Core Competency: Equity, Diversity and Inclusion
Sponsored by: OLC’s Children’s Services Division

Listen to how four librarians have navigated sensory challenges in their libraries. From removing barriers to comfortable browsing to programming for kids in and out of the library, and practicing inclusion in all programming, these libraries want to make sure that everyone is welcome and appreciated in their spaces and communities. Find out how you, too, can create spaces that serve all.

The Library is Open: LGBTQ+ Inclusive Programs & Addressing Controversy
Time: 2:10 – 3:10 p.m.
Presenters: Becky Woodruff, Delaware County District Library; Nick Tepe, Athens County Public Library; Michala Sage, Westerville Public Library; Timothy Bussey, Newark Ohio Pride Coalition
Learning Track: Programming
Ohio Public Library Core Competency: Intellectual Freedom
Sponsored by: OLC’s Intellectual Freedom Committee

LGBTQ+ inclusive programs are generating backlash in libraries across the country, often (but not always) in the form of drag-related events. In this panel, we’ll hear from staff at libraries big and small, rural and suburban that have attempted to present LGBTQ+ inclusive programs. Some succeeded in offering these programs to their patrons, but many faced obstacles along the way. Learn about what worked, what didn’t, and how to best prepare staff and patrons when planning a potentially controversial program. We’ll also be joined by the Newark Ohio Pride Coalition for a non-library perspective on the importance of these kinds of programs and additional tips on handling controversy.

How Many Hats Do I Wear: Customer Service Training
Time: 2:10 – 3:10 p.m.
Presenters: Lisa Santucci, Tipp City Public Library; Brenda Miller, New Madison Public Library
Learning Track: Something for All
Ohio Public Library Core Competency: Customer Service
Sponsored by: OLC’s Small Libraries Division

We all know that one of the many hats that administrators and supervisors wear is training front line staff how to effectively work with our library patrons. The problem becomes how to fit this customer service training into an already full schedule with small staffs and limited budgets.  Join us as two directors share their training tips and techniques that have been successful despite these obstacles.

3:15 – 4:00 p.m. | Customer Service Model Discussion Panel
Panelist: Ashley Gahm, Westerville Public Library; Susan Roudebush, Toledo Lucas County Public Library; Molly Meyers LaBadie, Delaware County District Library; Moderated by Pamela Taylor, Delaware County District Library

This moderated panel will include library representatives who will talk about their customer service models. Topics will include establishing a customer serve model, teaching customer service with empathy, and how to empower your frontline staff.

4:00 – 4:15 p.m. |  Closing Keynote and Wrap-up Session
Keynote Speaker: David L. Bush, Library Associate, Toledo Lucas County Public Library

David started our day with the message that we must re-think our brand. We will reflect and see how your personal brand has changed. Hear testimonials from the day and depart the Conference with positive energy from a day of growth as we return to our library’s to continue to provide excellent Service for All!

About David L. Bush
David L. Bush has worked at the Toledo Lucas County Public Library for over 25 years. Bush’s position at the library has allowed him to create open literature-based spaces for teens while tirelessly working with community agencies, schools and organizations. He is the founder and the Executive Director of the Madd Poets Society-Making a Direct Difference youth program, a renowned mentoring and literary arts organization for inspiring poets. As a writer, his works span over two decades. “He has managed to create his own definite voice” says famed poet Nikki Giovanni. Bush’s passion as a public speaker and youth advocate has led him to receiving countless awards and honors including the most recent 2017 Soaring Phoenix award. Bush leads by example and is not only looking to create great students, but also create leaders and great men and women of the future. He credits his success to his faith and tight-knit upbringing. Bush is a hip-hop historian, noted lecturer and became the first poet in residence for the Toledo Lucas County Public Library in 2007. He is a devoted youth advocate, mentoring over 1,000 youth and young adults within the last two decades. He is the CEO and Founder of a successful company which designs program modules, professional development training and workshops that have been presented at major universities, companies and businesses across the region.