Loudoun County Public Library Employee Orientation

1. Loudoun County Public Library Employee Orientation

2. Today’s Agenda 9:10 - 9:30 Welcome & Introductions – Beth Wiseman 9:30 – 11:00 Overview of LCPL – Chang Liu 11:00 – 11:15 Break 11:15 – 11:35 Overview, Technology Division – Lydia Patrick 11:35 – 11:55 Overview, Collection Management Services Division – Mary Lou Demeo 11:55 – 12:15 Overview, Administration Office Manager Human Resources – Kelley Nelson 12:15 – 1:00 Lunch 1:00 – 2:00 Overview, Public Services 2:00 – 2:20 Overview, Programming Division – Heather Hughes 2:20 – 2:30 Break 2:30 – 2:50 Overview, Branches – Leah Bromser-Kloeden 2:50 – 3:00 Closing Remarks – Chang Liu

3. Welcome & Introductions Meeting Ground Rules • Honor each voice • Have one conversation at a time • Be present and engaged • Work for the good of the whole

4. Welcome & Introductions Introductions 1. Your name 2. Your branch/division, current position, and how long you’ve worked for LCPL 3. Where you worked/lived before coming to LCPL 4. The title of your favorite book, movie or poem

5. Library Director, Chang Liu Education Harvard Kennedy School of Government University of Michigan Beijing University Experience National Library of China Ann Arbor Public Library, Michigan St. Louis Public Library, Missouri DC Public Library Arlington Public Library, VA Loudoun County Public Library

6. Library Director, Chang Liu Focus Areas: People and Place 1. Improving relationships with the County Administrator’s Office and other County Departments 2. Making sure that staff have: natural customer service orientation; teamwork spirit; initiative; intellectual curiosity; technology skills; and communication skills. 3. Addressing performance issues in a firm, fair, and consistent manner

7. Library Director, Chang Liu Focus Areas: People and Place 4. Developing a system-wide approach on policies and procedures. Communicating with all staff 5. Fostering a positive, energizing, inspiring, empowering the organizational culture 6. Enhancing customer experience by providing attractive, safe, clean, and well-maintained public space

8. Library Director, Chang Liu Leadership Style Integrity Passion for Service Competency Communication Accountability Fairness Results Three Don’ts • Don’t underestimate the power of one. You can make a difference. • Don’t take no for an answer; pursue your ideas. • Don’t suffer in silence.

9. Governance Structure Loudoun County Board of Supervisors - the governing board for Loudoun: Elected every four years to represent each electoral district in Loudoun. Scott York, Chair, At-Large Janet Clarke, Vice Chair, Blue Ridge District Geary Higgins, Catoctin District Ken Reid, Leesburg District Ralph Buona, Ashburn District Suzanne Volpe, Algonkian District Shawn Williams, Broad Run District Eugene Delgaudio, Sterling District Matt Letourneau, Dulles District

10. Loudoun County Government Administration The county administrator directs and supervises the day-to-day operations of County departments and agencies. Tim Hemstreet, County Administrator Linda Neri, Deputy Administrator Julie Grandfield, Deputy Administrator

11. Library Board of Trustees Trustees are appointed by the Loudoun County Board of Supervisors. The Library Board hires the Library Director and has control of the library budget. The Library Board works with the library director and staff in the study, evaluation and development of library policies and long-range plans. Library Board meetings take place on the third Wednesday of every month at 7:30 P.M.

12. Library Board of Trustees Nancy Nuell, Chair, Ashburn Mark Miller, Vice Chair, At-Large Jackie Veith, Catoctin District Mary Pellicano, Leesburg District Lee Hadden, Algonkian District Thomas Jensen, Dulles District Joseph Maio, Blue Ridge District Larry Stepnick, Broad Run District Vacant, Sterling District

13. Library Director The Library Director is hired by and directly accountable to the Library Board of Trustees. At the same time, the director serves as a member of the County Leadership Team and maintains a close working relationship with the members of County Administration and other Department Directors.

14. Who’s Who Library Director Chang Liu Deputy Director (vacant) Administrative Manager Kelly Nelson Rust Branch Manager Karim Khan Budget Specialist Julie Crim Purcellville Branch Manager Leah Bromser-Kloeden Cascades Branch Manager Tracy Sumler Division Manager Linda Holtslander Ashburn Branch Manager Jessica West Division Manager Lydia Patrick Gum Spring Branch Manager John Huddy Division Manager Mary Lou Demeo Outreach Manager Virginia LaRocque Middleburg Branch Manager Sheila Whetzel Lovettsville Branch Manager Catie Hall Sterling Branch Manager Sheila McDuff

15. Library Divisions Chang Liu, Director’s Office and Administrative Services Includes Budget, Public Information, Human Resources. Mike Van Campen, Deputy Director, Public Services Oversees all branch operations and services. Mary Lou Demeo, Collection Management Collection development, cataloging and processing, and interlibrary loan. Linda Holtslander, Programming and Grants System-wide programs, grant-funded programs. Lydia Patrick, Technology Website and social media, ILS, public and staff technology.

16. Branches Catie Hall, Lovettsville Leah Bromser-Kloeden, Purcellville Karim Khan, Rust (Leesburg) Jessica West, Ashburn Tracy Sumler, Cascades Sheila McDuff, Sterling Sheila Whetzel, Middleburg John Huddy, Gum Spring (opening 2013) Virginia LaRoque, Outreach Services

17. Purcellville, 1937 Sterling, 1978 Middleburg, 1990 Cascades, 1992 Ashburn, 2003 Lovettsville, 2005 Rust Branch, 2009 Administration, 2011 Gum Spring, 2013

18. Affiliated Organizations Branch Advisory Boards: Volunteer Branch Friends Groups: Volunteer Loudoun Library Foundation: A non-profit organization run by volunteers to raise awareness and funds for public libraries in Loudoun County, including LCPL, Thomas Balch Library in Leesburg, and Sporting Library in Middleburg; annual used book sale helps fund the Summer Reading Program and other specific requests.

19. Mission Statement Loudoun County Public Library, the community’s information center, provides free and equal access to a full variety of library resources and innovative technologies to enhance the quality of life and meet the informational, educational and cultural interests of the entire community.

20. Vision Statement Loudoun County Public Library builds community by nurturing an environment where: the joy of reading and learning is celebrated, people and ideas flourish, and the Golden Rule is a way of life.

21. Strategic Plan Ten strategies for enhanced services 1. Focus on Board Development 2. Create an Infrastructure that Responds to Change 3. Focus on Creating a Development Office 4. Focus on Enhanced Marketing and Public Relations 5. Focus on Staff Development and Training 6. Step up the Pace with New Technology 7. Focus on Forging Strategic Partnerships and Alliances 8. Focus on Responding to the Diversity that Characterizes Loudoun County 9. Maximize Available Space 10. Support a Well Informed Workforce

22. System Highlights and Overview Accomplishments A nationally-recognized public library: Consistently in Top 10 of Hennen’s American Public Library Ratings, received three John Cotton Dana awards, A.V. Symington Teen Center. A regional model of excellence: Customer service, programming and efficiency in Collection Management.

23. Plans and Challenges Continued realignment of organizational resources to effectively address the challenges Opening Gum Spring Library in winter of 2013 Increasing demands; stagnant resources Continued need for advocacy Limit in organizational capacity Technology changes and their effects on the library

24. Customer Service Patron confidentiality, The Golden Rule, Can-do Attitude Look up, Smile, and Greet!

25. Freedom to Read, ALA 1. It is in the public interest for publishers and librarians to make available the widest diversity of views and expressions, including those that are unorthodox, unpopular, or considered dangerous by the majority. 2. Publishers, librarians, and booksellers do not need to endorse every idea or presentation they make available. It would conflict with the public interest for them to establish their own political, moral, or aesthetic views as a standard for determining what should be published or circulated. 3. It is contrary to the public interest for publishers or librarians to bar access to writings on the basis of the personal history or political affiliations of the author.

26. Freedom to Read, ALA 4. There is no place in our society for efforts to coerce the taste of others, to confine adults to the reading matter deemed suitable for adolescents, or to inhibit the efforts of writers to achieve artistic expression. 5. It is not in the public interest to force a reader to accept the prejudgment of a label characterizing any expression or its author as subversive or dangerous.

27. Freedom to Read, ALA 6. It is the responsibility of publishers and librarians, as guardians of the people's freedom to read, to contest encroachments upon that freedom by individuals or groups seeking to impose their own standards or tastes upon the community at large; and by the government whenever it seeks to reduce or deny public access to public information. 7. It is the responsibility of publishers and librarians to give full meaning to the freedom to read by providing books that enrich the quality and diversity of thought and expression. By the exercise of this affirmative responsibility, they can demonstrate that the answer to a "bad" book is a good one, the answer to a "bad" idea is a good one.

28. The Golden Rule What does it mean for LCPL?

29. Tips for Patron Interaction Greet patrons sincerely. Say “Good morning”, “Hello”, “Thank you”. Smile. Patrons spend a limited time at the library, and it is important that we make it a pleasant experience. You may have accumulated stress from a previous “problem patron”, but there is no reason for you to displace your negative emotions on an unsuspecting patron.

30. Tips for Patron Interaction Consider your language, voice level, and topics of conversation. Patrons listen to what is said at the counter, so it is best to exercise good judgment at all times. We may not be wearing suits, but we should act business-like, as what we do represents LCPL. Give the patron your full attention. It is discourteous to carry on a conversation with co-workers while helping a patron. To you, the patron will be just one of many patrons you will help, however, you may be the only library employee that the patron deals with today. It is possible to “make or break” a patron’s good impression of the library during those few minutes, so try your hardest to make a good impression.

31. Tips for Patron Interaction Give the patron your full attention. It is discourteous to carry on a conversation with co-workers while helping a patron. To you, the patron will be just one of many patrons you will help, however, you may be the only library employee that the patron deals with today. It is possible to “make or break” a patron’s good impression of the library during those few minutes, so try your hardest to make a good impression. If your friends visit the desk, say hello briefly. Do not engage in a conversation while other patrons are waiting in line for your assistance. If you have some important personal business that requires immediate attention, inform your supervisor that you need to take your break, and carry on the conversation away from the desk.

32. Tips for Patron Interaction Be alert, friendly, and approachable. Never appear so engrossed that patrons are reluctant to approach. Keep your eyes open, and be alert when a patron approaches the desk. Patrons should never have to seek an employee’s attention. Do not make negative comments about patrons in the presence of other patrons. If you feel frustrated or stressed, tell your supervisor and take a break away from the desk. Remember that patrons listen to what is said by library employees. Keep busy at the desk. Perform other desk tasks if there are no patrons to assist. Do not do personal reading at the desk, or gather around to chat. The front desk “audience” can be anyone, including Library Board members and officials who determine the budget for the library. All staff should be productive while at work.

33. Tips for Patron Interaction Use Good Judgment. Take the time to explain library policies or procedures to a patron when a disagreement arises. It is important to inform the patron if you make an exception. The patron will know that it is not common procedure. Ask for help from a coworker or supervisor when necessary and respect their decision.

34. Internal Structures LCPL Workgroup Meetings and Representatives to Management Team LCPL Management Team: Division Managers Branch Managers Administration

35. Internal Structures LCPL Work Groups/Committees Adult Services Circulation Teen Services Children’s Services Loudoun County Employee Intranet: Library Forum: Post questions, articles, announcements, etc. Library Portal: Meeting minutes, calendar, policies and procedures and other relevant information.

36. Internal Structures Loudoun County Employee Advisory Council (EAC): Meetings and social events throughout the year for employees. Karen Becker, Library Representative Loudoun County Human Resources: Kelley Nelson, Library Liaison Lisa Cox, County HR Ronda Allen, County HR

37. Professional Development Membership Organizations American Library Association, Public Library Association, Virginia Library Association. LCPL STAR days: Hands-on opportunity to learn about different branches, departments, and jobs. Can also be fulfilled by attending management meetings, Advisory Board meetings, BOS and LBOT meetings, and outreach events. Brown-bag sessions, etc. Loudoun County Employee Training Opportunities Loudoun County HR and DIT offer training opportunities throughout the year. The full list is available on the portal.

38. Communication Chang’s Open Door Policy: “Drop in” every Friday from 8:00am to 10:00am in her office; no reservation is needed. Call or email her directly anytime: Office Phone: 703-771-5235. Email: Chang.Liu@Loudoun.Gov Q & A

39. Meet the Technology Division Lydia Patrick, Library Technology Services Division Manager

40. Collection ManagementServices Division Mary Lou Demeo, Division Manager CMS team

41. Office Manager and HR Liaison, Kelley Nelson Key/access cards and County ID Payroll and timesheets Conference attendance Family Medical Leave Act (FMLA), short-term and long-term disability, Worker’s Comp Personnel Action forms Offer letters FIOA, Surplus, Records Retention contact Business cards Courier supervision

42. Branch Departments Aaron Duplissey, Circulation Services Brett Mason, Reference/Information Services Indira Dholakia, Youth Services/Children’s Services April Pavis, Teen Services Middleburg Ladies

43. Programming Division Linda Holtslander, Manager

44. Branch Overview Leah Bromser-Kloeden, Purcellville Branch Manager

45. LIBRARIES: AN AMERICAN VALUE Libraries in America are cornerstones of the communities they serve. Free access to the books, ideas, resources, and information in America’s libraries is imperative for education, employment, enjoyment, and self-government. Libraries are a legacy to each generation, offering the heritage of the past and the promise of the future. To ensure that libraries flourish and have the freedom to promote and protect the public good in the 21st century, we believe certain principles must be guaranteed. To that end, we affirm this contract with the people we serve: • We defend the constitutional rights of all individuals, including children and teenagers, to use the library’s resources and services;

46. LIBRARIES: AN AMERICAN VALUE • We value our nation’s diversity and strive to reflect that diversity by providing a full spectrum of resources and services to the communities we serve; • We affirm the responsibility and the right of all parents and guardians to guide their own children’s use of the library and its resources and services; • We connect people and ideas by helping each person select from and effectively use the library’s resources; • We protect each individual’s privacy and confidentiality in the use of library resources and services; • We protect the rights of individuals to express their opinions about library resources and services;

47. LIBRARIES: AN AMERICAN VALUE • We celebrate and preserve our democratic society by making available the widest possible range of viewpoints, opinions and ideas, so that all individuals have the opportunity to become lifelong learners - informed, literate, educated, and culturally enriched. Change is constant, but these principles transcend change and endure in a dynamic technological, social, and political environment. By embracing these principles, libraries in the United States can contribute to a future that values and protects freedom of speech in a world that celebrates both our similarities and our differences, respects individuals and their beliefs, and holds all persons truly equal and free. Adopted by the Council of the American Library Association February 3, 1999.