Project Compass/HUTL: Helping the Un( der )employed at Tennessee Libraries April 2011
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State Library of North Carolina Project Compass/HUTL: Helping the Un(der)employed at Tennessee Libraries April 2011
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Project Compass/HUTL: Helping the Un( der )employed at Tennessee Libraries April 2011. Introductions. Lindsey Wesson, Tennessee State Library and Archives Wendy Cornelisen, Tennessee State Library and Archives Gail Campbell, Johnson City Public Library - PowerPoint PPT Presentation
Transcript of Project Compass/HUTL: Helping the Un( der )employed at Tennessee Libraries April 2011
State Library of North Carolina
Project Compass/HUTL: Helping the Un(der)employed at Tennessee Libraries
April 2011
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
Introductions
Name
Library Name
What skill does your community need the most help with?
Your Tools
Presentation Handouts Action Plan
Binder Participant Pledge
Flyers, Brochures, Handouts, Oh My!
Flash Drive TEL Notepad
LibGuides Page
Agenda
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?
Morning Afternoon
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.
What are “21st century skills”?
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?
It’s not about what to learn.
It’s about HOW to learn.
Lifelong learning
Lifelong learning
“Lifelong learning is not an option anymore; it’s a necessity!
SMART is the new RICH.”
(Bernie Trilling, 21st Century Skills)
What Does it Mean to be a 21st Century Library?
The 21st Century Library
A.Primarily Content
Driven
What’s the 21st Century Library?
B.Audience and Content Driven
The 21st Century Library
A.Located in a
community
What’s the 21st Century Library?
B.Embedded in a
community
The 21st Century Library
A.Library provides
programs and exhibits.
What’s the 21st Century Library?
B.Library enlists community
representatives to help teach, mentor and exchange skills.
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
Shifting nature of the workforce
# of Jobs/Lifetime
20th Century
21st Century
Job Requirement
Job Competition
Work Model
Education Model
Organizational Culture
1-2 jobs 10-15 jobs
Mastery of one Field
Local
Routine; Hands-on; fact based
Institution Centered; formal degree is primary goal
Top Down
Simultaneous mastery ofmany rapidly changing fields
Global
Non-routine; technical; creative; interactive
Learning centered; self-directed, lifelong learning is primary goalMulti-directional (bottom-up, top down, side to side, etc.)
Community Needs Analysis
Demands are up
Resources are down
How does the library decide?
Community Needs Analysis
Service Priority PerformancePS Storytime 5 4Adult Book Clubs 2 3
Rate from 1-5, 1 being the lowest and 5 being the highest
Community Needs Analysis
Service Priority PerformancePS Storytime 5 4Adult Book Clubs 2 3Teen Gaming Programs 3 5Genealogy Help 1 2Job Help 5 2Small Business Help 4 1Community Resource Help 4 3Computer Skills 5 2
Community Needs Analysis
PS Storytime
Adult Book Clubs
Teen Gaming
Genealogy
Job Help
Small Business Help
Community Resources Help
Computer Skills
• Surveys/Evaluations• Focus Groups• “Town Hall” Meetings• Contests for New Ideas• Most importantly, keep asking! Start a
conversation!
Gauging Community Needs
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!
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?
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!
Customer Service
Four Keys to Great Customer Service:• Approachability• Active Listening• Triage• Follow-Up
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?
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?
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.
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
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.
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?
• 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
A Tiered Approach
• 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)
Tier One
• 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)
Tier Two
Tier Two: How-To
Workshops• Need: trainer, computers (probably), presentation,
handouts, space• Serve up to 20 at one timeLab Setting• Need: trainer/monitor, computers, handouts• Serve 6-12 at one time Tutoring• Need: Tutor, computer, handouts• Serve 1-2 at one time
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.
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.
Computer Skills
Links:Mouser Exercises Mouserobics
Handouts:"Meet the Mouse"
"Mouse Class Outline"
Mouse Skills
Links:Online Typing TutorTyping Practice
Handouts:Keyboard Class and Outline, Nashville
Keyboarding/Typing Skills
Links:YahooGoogle
Handouts: E-mail Tips handout Yahoo and Google E-mail
Instructions from Nashville Public
Links:Basic Internet from GCFLearnFree.orgHandouts:Memphis Introduction to
the InternetJCPL Introduction to the
Internet and E-mail
Basic Internet Skills
Links:Florida Gulf Coast University
Handouts:Word Class Outline and
Script from JCPL
Basic Word
Putting It Together
Job Seeking Skills
Links:Learning Express LibraryJob Seeker Website from NPL
Handouts:Learning Express Get Started GuideJob Search Websites listWeb Search handout Memphis Job Seeking Curriculum Job Application Worksheet
Resume Writing
Links:Learning Express LibraryHow2: Create a resume
Handouts:Job Application WorksheetSample ResumesResume Workshop with MS Word class (Powerpoint,
script and handouts) Curriculum
Tip: Research companies in TEL before sending resumes
Interview Tips
Links:Top 10 Interview QuestionsDress for SuccessInterview Cheat SheetLearning Express Library
Handouts:Interview Mistakes
Tip: Research companies in TEL before the interview!
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!
Small Business/Entrepreneurs
Links:TN Department of Revenue
SCORE Online Workshops
Tennessee Department of Economic and Community Development
Tennessee Small Business Development Centers
Referral Services
Links:Current SBA Loan ProgramsRiley Hints for Starting a BusinessEntrepreneurHandouts:Small Business Bibliography
Reference Services
Tip: Don’t forget the Small Business Collection in TEL!
Ms. Smith is back. McDonald’s has cut her hours and her small business isn’t off the ground, yet.
She is depressed and at the end of her rope. She would like to know how to file bankruptcy because she can not pay her bills. She can not
even buy enough food to feed her family, which includes 2 children and 1 dog. She is embarrassed to ask family for help.
Help For Hard Times
What community resources do you often refer library patrons to?
Help For Hard Times
JobsMortgage ForeclosureDebt CounselingDeath in Family
FoodPetsMental HealthChildren Behavior
How Libraries/Librarians can help…• Think of your own hard times and what
was beneficial.• Keep it confidential.• Know your community resources!
Help For Hard Times
Examples of Community Resources:• Healthcare agencies• Department of Human Services: Food stamps• Local Second Harvest food bank or pantries• Goodwill, United Way, Salvation Army• Habitat for Humanity ReStore• Shelters for temporary housing• Free things to do in the community
Help For Hard Times
How Libraries/Librarians can help…• Printed materials/handouts• Utilize 2-1-1• Links to websites (examples of libguides)• Networking/collaborating with local agencies• Create “free” programs for children and families.Handouts: JCPL’s and Sample Community Resources BrochuresFree Library Stuff Flyer BCPL Unemployment Handout
Help For Hard Times
Links:How to BudgetAmerica Saves
Handouts: Show Me the Money Resources Bibliography from CPL
Financial Literacy
Tip: Find videos, e-books and more personal finance help in TEL!
• Identify potential partners• Make initial contact
– Phone call or snail mail first, then in person if necessary
• Explain the benefits– Be clear about what you need and how it will help– Make it easy for them with templates
• Follow up with a letter.
Partnering with Other Agencies
• Touch Base Routinely– Provide them with support materials– In person!– Ask for feedback.
• Update them on any changes in your program– Use real mail or do it in person.– Write them periodically
Once You Have a Partnership
• Chambers of Commerce• Small Business Administration• RetireTN• Adult Education Centers• TN Career Centers• County Leadership Program• Economic and Community Development• Development Districts• Teen Groups (Key Clubs, Eagle Scouts)
Partnering with Other Agencies
• Think about how to market from the start (Marketing Plan)
• Brand Your Program• Create a marketing budget • Look for Free or In-Kind Opportunities• Marketing firms can be great partners!• Social Media• Professional Reading
Marketing Tips
• Website• Displays• Social Media• Newspapers and
Radio• Flyers• Partnerships
Handouts:Sample Flyers!
How to Get the Word Out
• Choose something that is challenging, but do-able.
• Set a deadline!• Keep track of your success.• You will be asked during post-surveys of your
progress.
First Steps
Project Compass/HUTL on LibGuides
http://tsla.libguides.com/projectcompass_hutl
Project Compass Pathways on WebJunction
The Pathways provide even more information and are divided into the following sections:
• Discovery and Assessment of Services• Collections• Training and Programming• Collaboration• Communication
Growing Workforce Resources
National community continues to contribute to:• Resources• Templates• Questions/Answers• Webinars• Twitter #libs4jobs
No contribution is too small…all are welcome!
Stay Involved
State Library of North Carolina
On WebJunctionwebjunction.org/workforce-resources
Crossroads (monthly newsletter)webjunction.org/crossroads
Eventswebjunction.org/events/webinarsQuestions?
• Post Survey 3 weeks from today
• Post Survey 3 months from today
• Final evaluation via focus group, online meeting or phone interview.
Post-Surveys
Staying Sane
For more information on Project Compass, please contact:
Lindsey Wesson Betty Jo Jarvis
[email protected] [email protected]
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