Transcript Introduction - PowerPoint Presentation Part 1

~You are, But IM ~
Best Practices in Customer Services for Young Adults
Patrick Jones
Connecting Young Adults and Libraries
http://www.connectingYA.com
Connecting Young Adults and Libraries
Patrick Jones
http://www.connectingya.com
Getting started

HOW?
 Lecture
 Handouts
 Active Learning
WHO?
 Audience
 Young adults
 Presenter
WHAT: Objectives
WHEN?
WHERE?
WHAT NOT?
WHAT NEXT?
WHAT ELSE? (FAQS)
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Where you stand, depends on
where you sit- (exercise #1)





Divide into pairs
Introduce yourself and your position in the
library
Complete this sentence. The thing that
aggravates me most about working with YAs
is
The thing I like best and WHY?
How do we increase the good and reduce the
bad?
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~Teens: Now That They’re Here~
WHAT DO
TEENS
WANT AND
NEED FROM
LIBRARIES?
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~Connecting Young Adults and Libraries~
Two things that
every YA wants
and needs out of
a library visit
1. Solutions to problems
2. Good feelings
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Connecting Young
Adults and Libraries:
Buyer
Beware
(exercise #2)
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BUYER BEWARE PROJECT
1.
Choose twelve of the reference questions from the attached
page.
2.
Approach any reference desk at the Main Library
of the ***** Public Library (except the children’s
room). You can ask the questions all in one visit or
during several visits. Try to get helped by different
librarians. The questions in bold could also be
asked over the phone or via email, but at least
three of your questions need to be done in
person.
3.
DO NOT UNDER ANY CIRCUMSTANCES “blow your cover”
and state that you are a “secret shopper.”
For each question, you will need to:
4.
–
–
–
do the behavior checklist
write a short account
answer the questionnaire
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BEHAVIOR CHECK LIST
1. Greeted you warmly
2. Smiled, acted pleasant toward you
3. Let the desk act as a barrier
4. Demonstrated welcoming body language
5. Got up to show you where to find your info
6. Asked you follow-up questions
7. Answered your question completely
8. Tried to rush you through
9. Offered follow-up help
10. Knew right where to find information
11. Asked you “why” you needed information
12. Gave you his/her full attention
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QUESTIONS ASKED
1.
I need a biography about a professional wrestler. It can’t be a kids book.
2.
3.
Do you have any information on how to remove tattoos?
Can you recommend a good scary book for an English assignment I have. I
need to read a work of contemporary horror fiction but not Stephen King.
4. I heard that Cosmo magazine was going to have a spin-off magazine for
teens. Where can I find the name of this magazine and an address?
5. I need to read Kurt Cobain’s obituary. Where can I find it?
6. I need to know the main event at the first Wrestlemania in 1985.
7. I need to find the pros and cons of cloning. I just need one good book on the
subject. Today all I need is the name of the book, not the book itself.
8. I need to find two articles about teaching writing that were published by my
English teacher. Her name is Johanna Atwood.
9.
I need the addresses for TNN, TBS, MTV, VH-1, and BET cable channels.
10. Can I have an email address to write a comment to the library?
11. I need a fiction and a nonfiction book about the subject of self-mutilation.
12. My teacher told us we have to read a “classic”. Do you have a list of classics or
books for the college bound? I don’t want a book over 200 pages long.
13. Is there anyplace you know where I could buy a term paper?
14. How do I cite a web page in my term paper? We use MLA format.
15. I need to get driving directions from my school to the state capitol.
16. I need to read the book which won the 2000 Printz award for YA fiction.
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To what extent would you say the librarian was
friendly or pleasant? Not / Somewhat / Very
Some
11%
Very
6%
Not
83%
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How helpful was the answer given, in terms of
your own needs? Not / Somewhat / Very
Very
22%
Not
50%
Some
28%
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How satisfactory was your experience as a
whole?
Not / Somewhat / Very
Very
11%
Some
17%
Not
72%
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How many answers were “wrong”?
Wrong
31%
Right
69%
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STAT ATTACK
According the Department of Education,
how many public library users are
young adults? (1996).
13%
 23%
 33%

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STAT ATTACK
Young
Adult
23%
Adult
40%
Children
37%
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STAT ATTACK
According the United State Census
Bureau in the year 2010 how many
teens will there be in the United States?
(1998)?
 34.9 million
 50 million
 25 million
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STAT ATTACK
MORE TEEN ANGELS
40
35
POP IN MILLIONS
30
33.9
34.9
2005
2010
31.7
29.1
25
20
15
10
5
0
1995
2000
YEAR
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Connecting Young Adults and Libraries
Patrick Jones
http://www.connectingya.com
FACT CHECK

FACT: 23% of all public library patrons are
between the ages of 12 – 18 (pre-internet)
 FACT: There will be more teens in the US in
2010 than ever before
 FACT: Teens do read and would read more if
they had more time
 FACT: Every adult was a teenager at one time
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~Connecting Young Adults and Libraries~
(exercise #3)
Remember
Accept
Project
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Talking bout my generation:
the Importance of Music in Teen Life
Best song
 Turn that crap off
 Changing styles not purpose
 Listen to the radio in your head

www.connectingya.com
Connecting Young Adults and Libraries
Patrick Jones
http://www.connectingya.com
Consulting,
training, and
coaching for providing
powerful youth services
including library card
campaigns and web
projects
[email protected]
www.connectingya.com