Project Compass/HUTL: Helping the Un( der )employed at Tennessee Libraries April 2011

1. Project Compass/HUTL: Helping the Un(der)employed at Tennessee Libraries April 2011

2. Introductions Lindsey Wesson, Tennessee State Library and Archives Wendy Cornelisen, Tennessee State Library and Archives Gail Campbell, Johnson City Public Library Lisa Williams, Johnson City Public Library

3. Introductions Name Library Name What skill does your community need the most help with?

4. Your Tools Presentation Handouts Action Plan Binder Participant Pledge Flyers, Brochures, Handouts, Oh My! Flash Drive TEL Notepad LibGuides Page

5. Agenda Morning Afternoon 9:30-10:4521st Century SkillsCommunity NeedsCustomer Service 10:45 Break 11:00-12:00Computer &InternetJob Seeking 1:00-2:15Resume & InterviewSmall BusinessHelp for Hard Times 2:15 Break 2:30-4:00PartnershipsPromotionWhat’s Next?

6. Project Compass Project Compass is funded by a grant from The Institute of Museum and Library Services (IMLS). IMLS is the primary source of federal support for the nation’s 123,000 libraries and 17,500 museums. The Institute's mission is to create strong libraries and museums that connect people to information and ideas.

7. What are “21st century skills”?

8. 21st century skills for the workforce Critical Thinking & Problem Solving Communication & Collaboration Technology Literacy, Media Literacy Flexibility & Adaptability Social & Cross-cultural Skills Creative Thinking & Innovation Productivity & Accountability Teamwork Global Awareness What’s so new?

9. Lifelong learning It’s not about what to learn. It’s about HOW to learn.

10. Lifelong learning “Lifelong learning is not an option anymore; it’s a necessity! SMART is the new RICH.” (Bernie Trilling, 21st Century Skills)

11. What Does it Mean to be a 21st Century Library?

12. The 21st Century Library A. Primarily Content Driven B. Audience and Content Driven What’s the 21st Century Library?

13. The 21st Century Library A. Located in a community B. Embedded in a community What’s the 21st Century Library?

14. The 21st Century Library A. Library provides programs and exhibits. B. Library enlists community representatives to help teach, mentor and exchange skills. What’s the 21st Century Library?

15. 21st century skills for the workforce Critical Thinking & Problem Solving Communication & Collaboration Technology Literacy, Media Literacy Flexibility & Adaptability Social & Cross-cultural Skills Creative Thinking & Innovation Productivity & Accountability Teamwork Global Awareness

16. Discussion Questions Shift Happens

17. Shifting nature of the workforce 20th Century 21st Century # of Jobs/Lifetime 1-2 jobs 10-15 jobs Job Requirement Mastery of one Field Simultaneous mastery ofmany rapidly changing fields Local Global Job Competition Routine; Hands-on; fact based Non-routine; technical; creative; interactive Work Model Learning centered; self-directed, lifelong learning is primary goal Education Model Institution Centered; formal degree is primary goal Organizational Culture Multi-directional (bottom-up, top down, side to side, etc.) Top Down

18. Community Needs Analysis Demands are up Resources are down How does the library decide?

19. Community Needs Analysis Service Priority Performance PS Storytime 5 4 Adult Book Clubs 2 3 Rate from 1-5, 1 being the lowest and 5 being the highest

20. Community Needs Analysis Service Priority Performance PS Storytime 5 4 Adult Book Clubs 2 3 Teen Gaming Programs 3 5 Genealogy Help 1 2 Job Help 5 2 Small Business Help 4 1 Community Resource Help 4 3 Computer Skills 5 2

21. Community Needs Analysis Job Help PS Storytime Computer Skills Community Resources Help Small Business Help Teen Gaming Adult Book Clubs Genealogy

22. Gauging Community Needs • Surveys/Evaluations • Focus Groups • “Town Hall” Meetings • Contests for New Ideas • Most importantly, keep asking! Start a conversation!

23. Customer Service Keeping Your Community ConnectedBill and Melinda Gates Foundation • Do you see your library in this video? • Who will sing your praises? It starts with excellent customer service!

24. Customer Service What’s wrong with Wilbur? • Dresses professionally and is very polite. • Unmatchable patience and manners. • He has never helped anyone get an e-mail address or fill out a job application. • He is so nice, people just feel bad bothering him. • Does this make him a bad librarian?

25. Customer Service How much do we help people? • Short-staffed + underfunded = tension and frustration. • When faced with helping someone find a job – how can we say “yes”? • More importantly, how can we say, “no”? Find a Way to Say Yes!

26. Customer Service Four Keys to Great Customer Service: • Approachability • Active Listening • Triage • Follow-Up

27. Approachability Scenario: You are at the service desk, no one is asking you for help, but there are a lot of people using the public computers. Many of them are having trouble with email or job applications. We don’t want to be rude and interrupt them, so how can you make yourself approachable?

28. Approachability • What behaviors make you appear approachable? • What behaviors might discourage people from approaching you? • How do you make sure your library is set up to foster approachability? • How can you encourage staff to be more approachable?

29. Active Listening “I am not good with computers, I need help filling out a job application.” Do we: A. Give them a computer pass and wish them luck.B. Give them a computer pass, take them to the job application and wish them luck. C. Ask more questions.

30. Active Listening 1. Non-verbal Cues 2. Don’t interrupt 3. Patience 4. Body Language 5. Ask specific questions 6. Summarize their request 7. Acknowledgments 8. Record Details 9. Express Interest 10. Use their name 11. Keep eye contact

31. Active Listening • Comfort - put the patron at ease, so they can best express their need. • Comprehension - Forcing yourself to focus on their requests, recognize keywords, remember important details they have provided, and listen for underlying questions that aren’t verbalized. • Confirmation - successfully repeating or rephrasing their request back to them to make sure you are both on the same page.

32. Triage Triage is a process of prioritizing patients based on the severity of their condition. • What are some good ways to manage a large crowd at the service desk? • What is the absolute minimum we can provide to each guest under these circumstances? • How do you prioritize patrons?

33. A Tiered Approach • Tier One: Library is busy or you are short staffed (or both!) and you cannot provide extensive one-on-one assistance, but you want to make the most of your time. • Tier Two: Library is quieter or you have a dedicated amount of time set aside (workshop, lab setting, tutoring session, etc.) to provide extensive one-on-one assistance

34. Tier One • Introduce yourself and explain the situation. • Acknowledge others around your area, but do not promise “this will just take a minute.” • Introduce the resource(s)/ Take them to the resource. Resources include: links, handouts, displays, tutorials, software • Get them started. • Communicate your intended follow-up. I am going to go help ______, but I will come back to check on you.” • Follow through with follow-up. • Reiterate what you have accomplished and choose the next step(s)

35. Tier Two • Introduce yourself and explain the goals and parameters of assistance. • Introduce the resource(s) Resources include: links, handouts, tutorials, software and presentation • Explore the resource(s) • Allow time for questions and answers • Reiterate what you have accomplished and choose the next step(s)

36. Tier Two: How-To Workshops • Need: trainer, computers (probably), presentation, handouts, space • Serve up to 20 at one time Lab Setting • Need: trainer/monitor, computers, handouts • Serve 6-12 at one time Tutoring • Need: Tutor, computer, handouts • Serve 1-2 at one time

37. Tier Two: How-To Trainers • You or someone else on staff • Curricula provided today • Dress Rehearsal! • Hired • What to look for in a hired trainer • Volunteer • Places to look for volunteers: Retirees, Teens, Civic Organization, Library Board.

39. Computer Skills Ms. Smith comes into your library. She is unemployed and the local McDonald’s is hiring. They told her to go to the library and complete an online application. Ms. Smith has never used a computer before. You are the only one working the reference desk (or in the library) and the library is packed.

40. Mouse Skills Links: Mouser Exercises Mouserobics Handouts:"Meet the Mouse" "Mouse Class Outline"

41. Keyboarding/Typing Skills Links: Online Typing Tutor Typing Practice Handouts: Keyboard Class and Outline, Nashville

42. E-mail Links: Yahoo Google Handouts: E-mail Tips handout Yahoo and Google E-mail Instructions from Nashville Public

43. Basic Internet Skills Links: Basic Internet from GCFLearnFree.org Handouts: Memphis Introduction to the Internet JCPL Introduction to the Internet and E-mail

44. Basic Word Links: Florida Gulf Coast University Handouts: Word Class Outline and Script from JCPL

45. Putting It Together

46. Job Seeking Skills Links: Learning Express Library Job Seeker Website from NPL Handouts: Learning Express Get Started Guide Job Search Websites list Web Search handout Memphis Job Seeking Curriculum Job Application Worksheet

47. Resume Writing Links: Learning Express Library How2: Create a resume Handouts: Job Application Worksheet Sample Resumes Resume Workshop with MS Word class (Powerpoint, script and handouts) Curriculum Tip: Research companies in TEL before sending resumes

48. Interview Tips Links: Top 10 Interview Questions Dress for Success Interview Cheat Sheet Learning Express Library Handouts: Interview Mistakes Tip: Research companies in TEL before the interview!

49. Small Business/Entrepreneurs Ms. Smith is back! She got the job at McDonalds thanks to your help and now needs your help with her great idea! She heard about free money to start a business and is in the library to get it! She wants to turn her old goat barn into a bakery and wants that money today!

50. Get Them Started How To Finance a Business