[Eril-l] Best of Core Forum: How to Create a Patron-Centered Administration

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*Cross posted to multiple lists*

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Best of Core Forum: How to Create a Patron-Centered Administration

Date: Tuesday, April 7, 2026

All webinars are one hour in length and begin at 11 am Pacific, noon
Mountain, 1 pm Central, and 2 pm Eastern time.



Description:

Do you want to take your library’s customer service to the next level?
We’ll share a step-by-step overview of how libraries have overhauled their
customer service philosophy and elevated the patron experience from
questioning and conflict to collaboration and consensus-based
problem-solving.

Learning outcomes:

By the end of the webinar, attendees will be able to:

   -

   develop a customer service philosophy.
   -

   identify issues preventing a library from becoming patron-centered,
   culture-changing questions to ask, steps for planning and implementation.
   -

   identify a three-step approach to shifting the organization to a
   patron-centered outcome.


Who should attend?

Leaders and staff who want to create a more inclusive, patron-focused
environment that also supports library staff.

Presenter:

Amy Resh’s leadership experiences range from relationship building to
innovative and compassionate library service. In her current role at James
V. Brown Library, cultivating connections within her community and the
System is integral to her work. One of her greatest strengths is connecting
people and information in new ways. Her vision is for the sustained growth
of library services that have the power to change the world.

Robbin Degeratu is the Assistant Director at the James V. Brown Library.
Her professional experience has varied widely, including nonprofit
administration, museum direction and curation, institutional planning,
development and grant-writing, event coordination, K-12 and adult
education, research services, marketing, and disaster planning. She has 10+
years of experience in creating and expanding community partnerships in the
education, nonprofit, humanities, and cultural heritage sectors. She
successfully utilizes team-based and servant-leadership models to promote
excellence in customer service and to cultivate growth within her teams.
Robbin is devoted to service in the profession and grounds all of her work
in the core belief that libraries transform communities and empower
individuals through access to information and support.

*****************

Registration fees for webinar:  Core Member $57.85; ALA member: $80.10;
Student member $44.50; Non-member $89.00

For additional information and access to registration links, please go to
the following website:

https://elearning.ala.org/local/catalog/view/product.php?productid=1672

Core webinars are recorded and registrants receive a link to the recording
shortly following the live event.

For questions about registration, contact ALA Registration by calling
1-800-545-2433 and press 5 or email registration at ala.org.

For all other questions or comments related to Core webinars, please
contact Core CE staff at corece at ala.org.

*Posted on behalf of the Core Continuing Education Committee.*
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