BEGIN:VCALENDAR VERSION:2.0 PRODID:-//jEvents 2.0 for Joomla//EN CALSCALE:GREGORIAN METHOD:PUBLISH BEGIN:VTIMEZONE TZID:America/New_York X-LIC-LOCATION:America/New_York BEGIN:DAYLIGHT TZOFFSETFROM:-0500 TZOFFSETTO:-0400 TZNAME:EDT DTSTART:19700308T020000 RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:-0400 TZOFFSETTO:-0500 TZNAME:EST DTSTART:19701101T020000 RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU END:STANDARD END:VTIMEZONE BEGIN:VEVENT UID:7777ec2a830a7a1fe8f946c9b66000e848 CATEGORIES:Events SUMMARY:Library Hospitality – More Than Just Customer Service LOCATION:Ann Arbor District Library – Westgate Branch\, 2503 Jackson Ave\, Ann Arbor , MI 48103 DESCRIPTION:
Is your li brary welcoming, comfortable and inviting? It's more than just providing re sources, it's assuring a positive holistic experience to patrons. This dayl ong workshop explores different approaches for creating an environment that makes patrons feel welcome.
Tour the Ann Arbor District Library’s ne wly renovated Westgate Branch and hear designer Anna Owen talk about her de sign philosophy for libraries. Explore possible barriers to providing the b est service to patrons and best tactics for creating a healthy organization al culture that values trust and exceptional customer service. In our after noon sessions you’ll hear how University of Michigan Library is incorporati ng principles of service design, participatory design, and user experience into their spaces, and panelists will continue the discussion on creating a culture of hospitality to round out the day.
9:00
– 9:30 a.m.
Registration & Continental Breakfast
<
strong>9:30 – 9:55 a.m.
Welcome & Library Tour
F
acilitated by Josie Parker, Ann Arbor District Library and Anna Owen, Anna
Owen Interiors
10:00 – 10:45 a.m.
Morning
Session
Anna Owen, Anna Owen Interiors
10:45 a.m. – 12:00 p.m.
Trust and Giant Chickens
Why do so many people who work in public libraries forge
t that our job is to work with the public? How does our inability to trust
not only our patrons, but our colleagues get in the way of being able to in
spire, engage and transform? What is getting in our way of providing the be
st possible service to our patrons? Hear the story of one person’s quest to
slay a Giant Chicken and to transform unhealthy groups into trusting teams
. Leaders will learn the best tactics to begin the process of becoming a he
althy organization that values trust and exceptional customer service.
Kevin King, Kalamazoo Public Library
12:00 – 12:45
p.m.
Lunch (provided)
12:45 – 1:45 p.m.
Understanding and Designing Welcoming and Inclusive Spaces
In t
his presentation, Emily Puckett Rodgers will discuss her approach to her wo
rk as the Space Design and Assessment Librarian in the Library Environments
department at the University of Michigan Library. As the head of a new dep
artment, Emily oversees the assessment of our physical library spaces (staf
f, public, and service areas). She also facilitates a design process when m
aking changes to our spaces that incorporates principles of service design,
participatory design, and user experience. As a result, we're making chang
es to our buildings that create more welcoming and inclusive spaces for our
academic and public community of scholars.
Emil
y Puckett Rodgers, University of Michigan
1:45 – 3:00 p.
m.
Creating a Culture of Hospi
tality (Panel)
Emily Puckett Rodgers, University of Michigan; Kevi
n King, Kalamazoo Public Library; Lori Coryell, Chelsea District Library; E
va Davis, Canton Public Library
3:00 – 3:30 p.m.
Round Tables
Early Bird rates expir e Friday, April 12, 2019
Advanced Registration rates expire Friday, A pril 26, 2019
< /td> | Member | Non-Member |
Early B ird (4/12/19) | $95 | $190 |
< p>Advanced (4/26/19) | $110 | $220 | Onsite* | $135 | $270 |
*subject to space limitations
Continental brea kfast and lunch included with registration.
Ann Arbor Dist
rict Library
Westgate Branch (Located in Westgate Shopping Center
)
West Side Room
2503 Jackson Ave
Ann Arbor, MI 48103
Complimentary parking is available in front of and behind t he shopping center. To access the rear entrance of the library, drive aroun d the Rite-Aid on the north side of the shopping center.
MLA Workshops (full and half-day): Cancellations must b e received in writing by e-mail no later than five (5) business days prior to the program in order to qualify for a refund. Within five (5) business d ays of the event, no refund will be issued. No-shows will be invoiced. A $3 5.00 processing fee will be applied to refunds for workshops.