A Dance With the Unknown

A Dance With the Unknown
Thursday, May 31th, 2018 @ 2 pm
One-hour webinar
$45 for members
$55 for non-members

Continuing Education Certificate credits: 1

Customers come to libraries expecting staff to help with numerous digital literacy questions. By providing an accessible framework to troubleshoot these questions via targeted and approachable training, staff can develop the capacity to respond without relying on “experts.” Additionally, they’ll build self-confidence to provide a more seamless customer service experience.

When anxiety and fear kept our frontline staff from helping customers troubleshoot technology questions, we gamified staff training and now staff are providing decidedly improved customer service. In this session I’ll describe how our approach to digital literacy training helps overcome psychological barriers and improve staff technical competencies to improve customer service.

Participants will learn how to:

* Identify the psychological barriers staff and customers are experiencing as part of a library troubleshooting interaction.

* Recognize how gamification can enhance professional development in libraries, specifically as it applies to customer service troubleshooting interactions.

* Apply gaming strategies to enhance learning.

Presenter: Kim Bates, Edmonton Public Library

31/05/2018 - 31/05/2018

Sign in

To register for an Education Institute session, please enter your account username and password below. Member discounts are automatically applied.

Once you've registered for a session, a payment receipt will be emailed to the address provided. Session connection instructions are sent the day prior to the session.

Sign In

Create an account

Don’t have an account? Please create a free account with us in order to register for EI sessions.


NOTE: If you are a Partnership member, please contact Michael Rogowski (416.363.3388 ext 232) upon completion of your account.

Having trouble? Try the Registration FAQ or contact our Education team at education@accessola.com.