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PNLA 2019 Conference
LIBRARIES LEADING THE WAY

Centennial Hotel - Spokane, Washington

Wednesday, August 7 • 1:00pm - 3:00pm
Inclusive Library Team Culture – Transforming how staff treats customers and each other (Limit 50)

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Do you want to create a better team environment at your library, where your staff treats each other and customers with respect and goodwill? Jenny Berg, Adam Carlson, Kimbre Chapman and Alice Darnton, supervisors from McMinnville Public Library, will share how their mid-sized public library transformed its culture to be more positive and inclusive, thereby improving customer satisfaction. During a time of anxiety caused by high turnover and leadership changes, we led our 20-person staff in brainstorming the ways they want to treat each other. The resultant list became the library’s Staff Ground Rules. The library work teams have revisited the Staff Ground Rules regularly in meetings for the past three years. We have discovered that customer service has been significantly improved as a result. Great customer service starts within ourselves and our work teams– if we thrive as a team, we thrive as an organization, and the library will thrive within the larger community. We have since used the Staff Ground Rules, and the process from which we arrived at them, as part of a new Strategic Plan. Presentation attendees will leave this session with tools they can implement to create a better team environment at their libraries.  

Presentation attendees will leave this session with tools they can implement to create a better team environment at their libraries, including positive relationship building, holding people accountable and having critical conversations, fun ways to keep the positive team dynamic front and center, and getting staff buy in for various library initiatives.  
 

Speakers
avatar for Adam Carlson

Adam Carlson

Circulation Supervisor, McMinnville Public Library
avatar for Kimbre Chapman

Kimbre Chapman

Children's Services Supervisor, McMinnville Public Library
avatar for Jenny Berg

Jenny Berg

Library Director, McMinnville Public Library
avatar for Alice Darnton

Alice Darnton

Branch Manager, Pierce County Library System
Customer Experience, Employee Development and Training, Team Building, Strategic Planning. I have a pet cat, and am a recently converted Outlander fan!


Wednesday August 7, 2019 1:00pm - 3:00pm
Riverfront Ballroom A

Attendees (48)




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