Customer Service Definitions Elements of Customer Service Estimating the Benefits of Service
Creating Space for Online Learning - Infopeople...1. Customer Service identifying customer needs and...
Transcript of Creating Space for Online Learning - Infopeople...1. Customer Service identifying customer needs and...
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CreatingSpacefor
OnlineLearning
May18,2018
LearningObjectives
Bytheendofthewebinar,youshouldbeableto:
qDescribetheimportanceofconnectingindividualprofessionallearningtoorganizationalgoals.
qListatleastthreewaystoimmediatelybeginincorporatingonlinelearningintodailyworkroutines.
qOvercomecommonobstaclestoeffectiveonlinelearning
qIdentifyresourcesforonlinelearning
Typeyourresponseinthequestionarea
Whydidyousignup?Whatdowanttolearn?
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1st Section–WorkplaceLearningandItsRoleinFulfillingYourLibrary’sMission
Describetheimportanceofconnectingindividualprofessionallearningtoorganizationalgoals.
• OnlineLearningMotivation• MakingLearningaLibraryPriority
• ModernLearners
Pre-workRecap
People are motivated by:
• Autonomy:Peoplewanttohavecontrolovertheirwork/lives.
• Mastery: Peoplewanttogetbetteratwhattheydo.
• Purpose: Peoplewanttomakeacontributiontosomethinglargerthanthemselves.
• Relationships: Peopleneedpersonalconnections.
Howcanyouhelpmeettheseneeds?
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• Connecttolibrarymission
• Incorporateintoplansand
assessments
• Createacultureoflearning
IncorporateLearningasaLibraryPriority
Createacultureoflearning
• Empowerlibrarystaffthroughprofessionaldevelopmentandsupport--partofeveryjob
• Maintainanorganized staffdevelopmentprogramwithpurposefultrainingplansandformalizedexpectations
• Supportlearningwithfundingandtime
• Advocateandcommunicatethevalueoflibrarytraining;buy-infromleadershipandstaff
• Emphasisoninformallearning
LearningCultureBenefits
• Staffaremotivatedtoseeklearningopportunities
• Greaterretentionandapplicationofnewskillsandknowledge
• Staffhavemoreconfidence;empowered
• Staffunderstandtheneedforchange
• Staffworktogethertowardcommongoals
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PlanforYourLibraryLearning
• StaffDevelopmentPlan
• Competencies• Self-DirectedLearningProgram• PersonalLearningPlan
• OnboardingandAnnualReviews
Whatdomodernlearnerswant?
• Learningthatismicroandonline—ondemand.• Tobeempoweredbyworkplacesthataremoresupportiveoflearning.• Timeandsupportfortraining.• Collaborativelearningopportunities.
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2nd Section –Incorporating Online Learning into Daily Life
Strategiesforincorporatingonlinelearningintoyourdailyworkroutines.
• TimeManagement• LearningIndependently• LearningTogether
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MakingTimeforLearning
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HaveyoutriedthePomodoroTechnique?
1. Identifyatask/goal.2. Setatimerto25minutes.3. Focusonthetaskuntilthetimer
goesoff.4. Takeaquickbreak(3-5minutes).5. Ifpossible,setthetimerto25
minutesagain.6. Every4Pomodoros,takealonger
break(10-30minutes).
https://tomato-timer.com/
TIMEBOXINGInsteadof“Iwillfocusonthistaskuntilitiscomplete”,
“Iwillfocusonthistaskfor20minutes.”
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Scheduleit Ifyouwantittohappen,scheduleit.
YourTo-Do List
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HowdoyouSPENDYOURTIME?
Habits &Routines
Canyoumakelearningapartofyourroutine?Readytoestablishanewlearninghabit?
“Mostofthechoiceswemakeeachdaymayfeelliketheproductsofwell-considereddecisionmaking,butthey’renot.They’rehabits.”
―CharlesDuhigg
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LearningIndependently
ThisPhoto byUnknownAuthorislicensedunderCCBY-SA
Tool:PersonalLearningPlan
Managers:
Askabouttheirexpectations.Whatoutcomesdotheyexpect?Whataretheywillingtodotoachievethoseresults?
PersonalLearningPlan
Goals/skilltodevelop StaffActionorLearningActivity ResourcesNeeded
TargetDate
CompletionDate
1.CustomerServiceidentifyingcustomerneedsandprovidingthebestservice
Read“HowtoWowCustomers”,fromtheon-lineresources.
Registerforandattend“CustomerServiceTraining”
1hour
6.5hours
March12
April3
2.TechnologyTechnicalskilldevelopmentandimprovement
RegisterandattendAdvancedSearchingclasses.
MeetwithMary.tolearnhowtosetupasimpledatabase
6.5hours
1hour
April23
May1
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LearningGoals• Mylearninggoalfor(subject/topic)is:(Whatwillyoulearnandwhenwillyoulearnitby?)
• Toachievemylearninggoal,Imustlearn:(Whatspecificknowledge,information,skillsdoyouneedtoacquire?)
• Toacquirethatknowledge,Iwilluse:(Whatspecificresourceswillyouuse?)
• TodeterminewhetherIhaveachievedthatgoal,Iwill:(Whatcriteriawillyouusetodeterminewhetheryouhavemetyourgoal?)
• TodemonstratethatIhaveachievedmygoal,Iwill:(Howwillyouprovethatyouhaveachievedyourgoal?)
LearningTogether
EachOne,TeachOneOne ofthebestmeasuresoflearning
istheabilitytoteachothers.
• Everypersonwhoattendstrainingisexpectedtotrainsomeoneelse,tosharethelearningexperience.
• Studygroups• Learningpartners• Internalblogs,postwebinarmeetings,learningpresentations
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3rd Section–ReadytoLearn • Beingasuccessfulonline
learner• Measuringyoursuccess• Identifyingresourcesforonlinelearning
What’syourideal learningenvironment?
HowcanyouavoidINTERRUPTIONS?• Setparametersforinterruptions.• Communicate“unavailable”and“available”time.• Findaworkspacethatisconducivetofocusedattention.• Beawareofworkplaceactivitytrends.• Considerpurchasingnoisecancellingheadphones.
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Howtobeasuccessfulonlinelearner
• Motivationiskeyandpersistenceisthelinchpin
• Setgoals;individualandorganizational
• Practicetimemanagement• Howmanyminutesorhoursperweekcanyoudevote?
• Createatodolistwith(early)deadlinesandduedates.
• Communicate;withinstructorsandwithpeers
• Createyouridealenvironment;no interruptionsanddistractions.
Stickwithit!
“Ineverteachmypupils.
Ionlyattempttoprovidetheconditionsinwhichtheycanlearn.”
AlbertEinstein
Collaboration
BeyondthelearningEVENT…
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MeasuringYourSuccess
Poll:Whatisyourpreferredtypeofonline
learning?
• Webinar• Onlinecourse• Video• Podcast• Self-pacedtutorial
Free Training Resources: Let’s Share
1. Infopeople2. ALAeLearning3. WebJunction4. WyomingStateLibrary5. LibrarySchools,
Systems,andStateLibraries• ReachingAcrossIllinoisLibraries(RAILS)
• ColoradoStateLibrary• NebraskaLibraryCommission• IdahoCommissionforLibraries• TexasStateLibrary• IndianaStateLibrary
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Typeyourresponseinthequestionarea:
Whatisonethingyouwilldowithinthenextweekasaresultofhavingparticipatedinthiswebinartoday?
Questions?