Customer service expectations across industries are changing rapidly – and that trickles into libraries at the very same moment many are contending with reduced staffing and funding levels. But good service equates to more than just smooth transactions and satisfied customers. It helps build support and advances the relationship between the library and the community it serves.

For libraries already on their accessibility journey, identifying that next step can be difficult. Any library can become a more welcoming and functional space for all users by revising existing content to meet Web Content Accessibility Guidelines (WCAG) standards and empowering staff to develop quality content. Learn best practices for creating and maintaining a usable web presence and identify ways to design materials for a wide variety of users. Session content builds on a foundation of accessibility knowledge and is intended primarily for content creators.

Surveys are an essential way to collect data about library services, programming, and community needs. But many libraries struggle to fully realize their surveys’ potential to collect high quality data. Good survey design is an artform that can be developed through practice. With a focus on design and development principles and hands-on exercises creating surveys for various library needs, new and seasoned survey designers will walk away more confident and capable to field their next survey.

The library has its idea for a project or service – and even has a funder in mind. But writing the grant proposal, tracking all the required forms and documents, and aligning to the funder’s priorities can be a daunting task. Get started on the right path with guidance for planning and organizing the elements of the proposal; analyzing and embedding funder priorities across the application; designing the plan with successful management built in from the start. The best practices shared reflect experience administering grant programs, serving as a grant reviewer, and winning competitive grants.

Gain the knowledge and skills needed to effectively categorize and organize resources in a library or information system. Explore the principles and techniques of subject analysis, including the application of standardized subject headings and thesauri. Learn how to create accurate and consistent subject descriptions, improving the discoverability of materials for library users. Attendees need to have an introductory understanding of classification and experience with cataloging materials.

Libraries are dynamic hubs of innovation and support for local entrepreneurs and small business owners. Empower librarians and library staff to play a vital role in the growth and success of their local small business communities. Connect library users to resources from business plans to business marketing.

A vibrant and relevant library collection doesn’t just happen – there are strategies and techniques behind this work. Taking in the evolving landscape of digital acquisitions, open-access materials, and subscription models, this course will review the principles and methods for collection acquisition and selection with careful consideration of resource allocation and budgets. Balancing the information needs of library users with the diversity of formats and acquisition models, libraries can build collections that work for their communities.

A collection development policy is the heart of every great collection. Based on a library's mission and values, it explains the library's process and guides budgeting, acquisitions, weeding, gifts, and challenges to equitably serve all patrons. Understand the importance of a collection development policy, what a policy should address, and how to use it to guide library services.

While offering expert guidance and support across complex information landscapes, library staff also navigate their own legal and ethical responsibilities in the provision of reference services. Detailing the most pressing legal and ethical considerations for reference services - digital literacy, equity of access, patron confidentiality, intellectual freedom, and copyright - library staff can balance their professional responsibilities at the reference desk.