In June of this year, we held a paid webinar on “Handling Complaints or Protests About Content” hosted by Dr. Steve Albrecht with special guest speaker Barry Trott, MSLS. Because of continued concerns related to this topic, we are making the webinar recording openly available on Library 2.0. On the recording page is a link to receive an emailed certification of participation for viewing the webinar.
If you are not a member of Library 2.0, please join Library 2.0 (free). Once your membership has been approved you will have access to the recording without fee–there is a link on the front page of the community.
If you or your organization use Niche Academy, you can search for the recording in the Library 2.0 Academy under the title “FREE VERSION – Handling Complaints or Protests About Content.” It will be available there for free for three months. It will remain for free on Library 2.0 indefinitely.
How do we safely and carefully handle one or more angry or outraged patrons who complain about items (books, films, magazines, CDs, etc.) in our library?
This 60-minute training webinar is presented by Library 2.0 and ALA author and library service, safety, and security expert, Dr. Steve Albrecht. Steve will be hosting Barry Trott, Adult Services Consultant with the Library of Virginia, to explore tools and training that can help when you have complaints about library collections.
Barry says, “Book challenges are on the rise in all sorts of libraries. Being prepared to handle questions about library materials will involve more than the library director and other administrators. Often, complaints need to be first handled by frontline staff. To keep these protests from growing into a major media crisis, it’s important that public services staff know how to handle user complaints. This issue requires more than just passing the angry patrons up the chain of command. It’s essential to have a well-thought-out process for staff to rely on. This webinar will help all library employees feel more empowered during these encounters.”
This overview session is another in our Library 2.0 series for all library staff and library leaders to respond with tact and skill when it comes to complaints about what one or more patrons thinks is inappropriate content in the library. This webinar will also discuss how to handle the security issues and media management related to an organized protest about potentially controversial materials, both in or near your library.
COMING UP THIS THURSDAY (PAID)
Part of the Library 2.0 Series with Dr. Steve Albrecht
This is a refresher, or a starter guide, to the most effective tools for service, safety, and security while doing library work
Let’s talk about what works – and what doesn’t – when it comes to dealing with challenging patrons. Let’s look at service situations, including some scenarios where you need your best patience, listening skills, and empathy. Let’s focus on safety – coming to work, leaving work at day’s end, working all around the inside of your building, and making that important transition from the library floor back to the “Employees Only” area, so you can get a break from people and recharge your batteries.
And let’s address some of the most timely security situations, pulled from the headlines from around the country: book banners and protesters disrupting the library and its programs; threats from patrons; patrons who assault each other and may threaten you; and how do we de-escalate, communicate, and negotiate with patrons who have entitlement, mental health, or sobriety issues.
This is a 60-minute training webinar presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht. This overview session is another in our “Essential Library Series” for all library leaders and employees. A handout copy of the presentation slides will be available to all who participate.
- Service Tools
- Safety Tools
- Security Tools
- Communication and de-escalation tips.
- Negotiating a safe departure from the library for our most problematic patrons.
DATE: Thursday, November 17, 2022, at 2:00 pm US – Eastern Time
- $99/person – includes any-time access to the recording and the presentation slides and receiving a participation certificate. To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email firstname.lastname@example.org.
- FREE for those on individual or group all-access passes (see below).
Click HERE to pay. You can pay by credit card, and will receive an email within a day with information on how to attend the webinar live and then your permanent access to the webinar recording. If you have any trouble registering for a webinar, if you need to be invoiced or pay by check, or if you have any questions, please email email@example.com. NOTE: please check your spam folder if you don’t receive your confirmation email right away.
SPECIAL GROUP RATES (email firstname.lastname@example.org to arrange):
- Multiple individual log-ins and access from the same organization paid together: $75 each for 3+ registrations, $65 each for 5+ registrations. Unlimited and non-expiring access for those log-ins.
- The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $299.
- Large-scale institutional access for viewing with individual login capability: $499 (hosted either at Library 2.0 or in Niche Academy). Unlimited and non-expiring access for those log-ins.
- All-access annual passes include unlimited access to the recordings of all of Dr. Albrecht’s previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year. These are hosted either at Library 2.0 or Niche Academy (if preferred).
- For a $499 individual all-access annual pass to all of Dr. Albrecht’s live webinars and recordings for one year, please click here.
- Inquiries for all-access organizational contracts should be directed to email@example.com.
Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, security, and supervision. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Users, Staff, and Collections Secure, for Rowman & Littlefield.
Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.
He has written 24 books on business, security, and leadership topics. He lives with six dogs, two cats, and three chickens. (Not all in the same room, of course.)