~Moments of Truth~ Best Practices in Customer Services for Young Adults : ~Moments of Truth~ Best Practices in Customer Services for Young Adults Patrick Jones Connecting Young Adults and Libraries http://www.connectingYA.com


Connecting Young Adults and LibrariesPatrick Joneshttp://www.connectingya.comGetting started: Connecting Young Adults and Libraries Patrick Jones http://www.connectingya.com Getting started WHO? Audience Young adults Presenter WHAT Review the core issues in providing services to teens Discuss the core values of services to young adults Examine way to improve customer service to teens WHY? HOW? Lecture Handouts/documents Question and answer Active Learning (6) What not? What else? What next?


Where you stand, depends on where you sit- (exercise #1): 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?


What do we want (exercise #2): What do we want (exercise #2) What do teens want and need from libraries? What obstacles do we face to meeting those needs Do we want outcomes or outputs One year from now, where do we want to be?


Slide5: Two things that every YA wants and needs out of a library visit 1. Solutions to problems 2. Good feelings ~Connecting Young Adults and Libraries~


~ten core values~: ~ten core values~ Youth development


~ten core values~: ~ten core values~ Developmental needs.


Access Unchained (exercise #3): Access Unchained (exercise #3) Remember Accept Project


~ten core values~: ~ten core values~ Development assets


~ten core values~: Developmental assets are the building blocks of young people’s successful growth and development The more assets young people have, the more likely they are to grow up healthy and become competent caring adults. ~ten core values~


~ten core values~: Assets promote actions (aka thriving behaviors): Succeeding in school Helping others Valuing diversity Maintaining good health Resisting danger Exhibiting leadership Delaying gratification Overcoming adversity ~ten core values~


~ten core values~: The more assets a young person has, the less likely he/she is to: Use drugs or alcohol Smoke or chew Vandalize Get into trouble Choose violence Skip school Become depressed/suicidal Become sexually active ~ten core values~


~ten core values~: ~ten core values~ Youth advocacy


~ten core values~: ~ten core values~ Dorothy Broderick, the co-founder of Voice of Youth Advocates magazine, defined a youth advocate as 'a person who believes in creating the conditions under which young people can make decisions about their own lives.'


~ten core values~: ~ten core values~ Youth participation


TEEN ADVISORY GROUPS: TEEN ADVISORY GROUPS


TUTORING : TUTORING


TEENS AND TYKES: TEENS AND TYKES


TAPPING TEEN CREATIVITY : TAPPING TEEN CREATIVITY


SPECIAL PROJECTS: SPECIAL PROJECTS


~ten core values~: ~ten core values~ Collaboration


~ten core values~: ~ten core values~ Information literacy


~ten core values~: ~ten core values~ Adolescent literacy


~ten core values~: ~ten core values~ http://www.ala.org/yalsa/


~ten core values~: ~ten core values~ Learning and achievement


~ten core values~: ~ten core values~ Texas Pennsylvania Colorado Alaska


~ten core values~: ~ten core values~ Equity of access/intellectual freedom


Slide28: The fantastic four contradictions of young adult service ~Connecting Young Adults and Libraries~


Slide29: Normal day at Normal public library (aka seniors, toddlers, cell phone guy, and other problem patrons) ISTJ, OK? We are not zombies! Libraries are quiet; teenagers are loud; opposites attract 4 ~Connecting Young Adults and Libraries~


Slide30: Moving in Stereo Exercise #4 ~Connecting Young Adults and Libraries~


Slide31: Teens are: Librarians are: ~Connecting Young Adults and Libraries~


Connecting Young Adults and Libraries:The Keys to Connections: Connecting Young Adults and Libraries: The Keys to Connections TYPING is a cognitive shortcut Times of stress Times of loss / uncertainty Don’t know Don’t belong Don’t understand Don’t respect


Connecting Young Adults and Libraries:The Keys to Connections: Connecting Young Adults and Libraries: The Keys to Connections OVERCOMING TYPES Realistic Goals Rules Relationships Responsive Respect


Connecting Young Adults and Libraries:: Connecting Young Adults and Libraries: BUILDING THE PERFECT LIBRARIAN (#5)


~How to talk to teens~: ~How to talk to teens~ Energetic Sharing Perspective Respectful Encouraging Caring Youth involver Empathetic Rule breaker/risk taker Tolerant Sense of humor Enthusiastic Nonjudgmental Patient/persistent Approachable Empowering


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 1. Let them know


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 2. Follow-up


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 3. Say yes


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 4. Show you know


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 5. Be sensitive to place and time


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 6. Listen andamp; learn andamp; link


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 7. Triage


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 8. Relax


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 9 .Reward


Where you stand, depends on where you sit-: Where you stand, depends on where you sit- Divide into pairs / find your partner Writing and reflection: what will I do different based upon this training? (exercise #6)


Connecting Young Adults and Libraries:Delivering Plus One Percent More: Connecting Young Adults and Libraries: Delivering Plus One Percent More 10. Moment of truth


For your consideration-: For your consideration- Things Change (Walker and Company, April 2004)


Walker Books for Young Readershttp://www.walkeryoungreaders.com/: Walker Books for Young Readers http://www.walkeryoungreaders.com/ nailed by Patrick Jones (April 2006)


Slide49: Chasing Tail Lights by Patrick Jones (April 2007)


Connecting Young Adults and LibrariesPatrick Joneshttp://www.connectingya.com : Connecting Young Adults and Libraries Patrick Jones http://www.connectingya.com Consulting, training, and coaching for providing powerful youth services patrick@connectingYA.com