Your First Public Library Job: A Practical Survival Guide

*Due to limited funding all library workers are limited to 2 course enrollments through CALL annually.

Important Notes:

• On-demand, self-paced course. Registered participants have access for 2 months
• Audience: This course is for new public library staff, primarily frontline workers without an MLS.
• Time Commitment: This course includes 6 modules, each designed to take approximately 4 hours to complete. You can move through the content at your own pace and on your own schedule. You will earn 24 hours of professional development credit and a Library Journal certificate of completion.

Starting a job in a public library can feel overwhelming, especially if it’s your first time working in one. There’s a lot to take in, from new systems and service expectations to the organizational culture and unfamiliar jargon of library work.

This self-paced online course offers a comprehensive introduction to public libraries to help new library employees feel more confident in their role. You’ll learn about the core values that shape public library service, the vital role libraries play in their communities, and the wide range of responsibilities held by library staff.

The course also teaches introductory customer service skills, effective strategies for handling challenging interactions with patrons, and the basics of reference assistance. Whether you're brand new or just need a clearer picture of how it all fits together, this course will help you feel more prepared and supported.

Learning Objectives:

• Describe the core mission of public libraries and the common roles of library workers.
• Define key library values and articulate how these values inform daily work and library policies.
• Identify the unique needs of your community and explain how workplace culture shapes library services and operations.
• Define concepts of identity and belonging.
• Explain how awareness of your own perspective contributes to a more inclusive library environment.
• Apply effective communication techniques when working with a diverse range of library users.
• Apply de-escalation techniques and reflective listening strategies during challenging interactions.
• Conduct a basic reference interview and determine appropriate sources or referrals.

Course Outline:

Module 1: Library Mission and Roles

This beginning module will lay the groundwork for your workplace success by exploring the core mission and vision driving public libraries of all types. You'll learn about common job roles and responsibilities that you might encounter and gain a solid understanding of the essential services and collections that are the heart of public library work. This foundational knowledge will help you connect the dots between the work you do to the library's vital community mission.

Module 2: Core Library Values

Public libraries are built upon a number of fundamental principles. In this module, we'll explore key values such as information access, intellectual freedom, privacy, and the concept of libraries as a public good. Understanding these values is crucial, as they inform daily operations, policies, services, and collections at your library. This module will reveal how these core tenets underpin your work which supports your community.

Module 3: Community and Workplace Culture

Libraries are shaped by their communities, and this module explores how those relationships, alongside your workplace culture, influence your library's operations. In this module you'll learn about diverse library users, identify the unique makeup of your community, and gain an understanding of how a library is tailored to meet local needs. You will also learn about workplace culture, guiding you to identify the dynamics of your own workplace. By the end, you'll grasp how both your local community and workplace culture shape your daily work experiences and contribute to the library's success.

Module 4: Sensitivity Training

Our individual perspectives impact our interactions with library users and colleagues. In this module, we will define and discuss key concepts such as identity, belonging, and inclusion to help you better understand the varied and complex experiences of others. This sensitivity training aims to provide a foundational understanding of what it means to create a truly inclusive and collaborative environment. By the end, you'll be equipped with the awareness needed to foster a more welcoming library for everyone in your community.

Module 5: Customer Service and De-Escalation

Customer service is a core part of all library roles, and this module will provide you with the skills to handle interactions with both excellence and professionalism. You will learn best practices for courteous and empathetic communication to address user inquiries and resolve common issues. We'll also cover essential de-escalation techniques and the power of reflective listening to navigate challenging interactions and uphold library values. Finally, this module emphasizes self-care, providing you with the tools to manage stress and maintain your well-being after a difficult encounter.

Module 6: Information Assistance

One of the most common and important tasks you’ll do as a library employee is to help patrons find the information they need. This final module will cover the basics of how to conduct a "reference interview," a process to determine a library user’s information need. You will also learn how to determine appropriate sources to consult and identify when a referral to a co-worker is needed. After this module, you will be empowered to assist patrons with their information needs.

Accessibility:

All video recordings feature auto captioning. Please email course-support@libraryjournal.com upon registration if you require accommodations. We will make our best effort to support your needs.

Presenters: 

• Judah Hamer, Lead Consultant, Constructive Disruption & Human Resources Manager, Boston Public Library
• Mary Grace Flaherty, Professor Emerita, School of Information and Library Science, University of North Carolina at Chapel Hill
• Christina Fuller-Gregory, Principal Consultant and Founder of Fuller Potential Consulting
• Cathay Keough, Professor Emerita, School of Information and Library Science, University of North Carolina at Chapel Hill
• Kate Hall, Executive Director, Northbrook Public Library
• Erin Jones, Equitable Libraries Division Director, Alameda County Library
• Full bio information for all instructors can be found on this page.

CALL Training Partner for this Event: Library Journal

Track: New hires