00:20:20 Drea Callicutt, Keystone Systems: Katharina Stevens, KLAS Customer Support Specialist, is also in attendance to help answer KLAS technical questions if needed. 00:20:24 Josh Easter SD1A: Reacted to "Katharina Stevens, K..." with ❤️ 00:22:50 Stephanie Wambaugh, BTBL: Yay! Thanks MI1G - from MI1A (regional location) 00:22:56 Josh Easter SD1A: Reacted to "Yay! Thanks MI1G - f..." with ❤️ 00:23:00 Drea Callicutt, Keystone Systems: Reacted to "Yay! Thanks MI1G - f..." with ❤️ 00:23:32 Traci Timmons (she/her): Shelley, for those monthly reports - how long is the time range since the patron last participated? 00:24:55 Shelley Roossien - MI1G: Stephanie can probably answer better - I think it's no activity for 6 months? 00:25:06 CA1A Laura Kellen: If anyone gets a chance to comment, I'd enjoy hearing how you balance these check in calls with (limited?) staffing/staff time. 00:25:14 Traci Timmons (she/her): Reacted to "Stephanie can probab..." with 👍 00:27:12 MO1A-Vanessa Lengyel: Replying to "If anyone gets a cha..." Friday 3-5pm Call-a-thon...lol. 00:27:29 Josh Easter SD1A: Reacted to "Friday 3-5pm Call-a-..." with 👍 00:28:07 TX1A Stacey Lewis: Replying to "If anyone gets a cha..." Combining calls, emails and postcards - it's tough when there are a lot of patrons without activity within that certain timeframe 00:28:30 CA1A Laura Kellen: Can you manually change the Last Served date? 00:28:44 AZ1A- Sara Zapotocky: Good question! I have some patrons who only want a Bible 00:28:52 J.D. Burns -MS1A: we manually adjust last serve dates, especially with LP patrons 00:28:54 Michelle SFPL: Reacted to "we manually adjust l..." with 👍 00:29:51 PA2A Mary Beth Parks: Reacted to "Can you manually cha..." with 👍 00:29:55 PA2A Mary Beth Parks: Reacted to "we manually adjust l..." with 👍 00:30:18 PA2A Mary Beth Parks: Reacted to "Combining calls, ema..." with 👍 00:31:02 Josh Easter SD1A: Reacted to "we manually adjust l..." with 👍 00:31:05 TX1A Stacey Lewis: I'd love to hear how many patrons each library has - ballpark. 00:31:34 SD1A-Kathleen Slocum: That is great idea. Videoing 00:31:45 Lorrie CO1A: Replying to "I'd love to hear how..." ~4500 (big square state with mountains running down the center) 00:32:52 DEPR19563: could we see those Video's, is there a link? 00:32:52 Katharina (Keystone): Replying to "Can you manually cha..." Yes, the date can be edited on the patron main tab. 00:33:04 LaShawn Myles (MD1A): Are the videos effective for patrons who are intimidated by technology? Has anyone ever sent directions of how to navigate BARD on a cartridge? 00:34:08 Josh Easter SD1A: Replying to "I'd love to hear how..." https://www.loc.gov/nls/network/resources/statistics/ 00:34:13 TX1A Ann Minner: Replying to "Are the videos effec..." Are the videos effective for patrons who are intimidated by technology? Has anyone ever sent directions of how to navigate BARD on a cartridge? great idea!! 00:34:22 J.D. Burns -MS1A: BARD Mobile Basics BARD Express Basics for Windows. 00:34:31 TX1A Stacey Lewis: Reacted to "https://www.loc.gov/..." with ❤️ 00:34:44 Josh Easter SD1A: Reacted to "BARD Mobile Basics ..." with ❤️ 00:34:46 Drea Callicutt, Keystone Systems: Reacted to "BARD Mobile Basics ..." with ❤️ 00:35:05 CA1A Laura Kellen: Very good point 00:35:11 AZ1A- Sara Zapotocky: Reacted to "Very good point" with 👍 00:36:13 Stephanie Wambaugh, BTBL: Replying to "Stephanie can probab..." Sorry, had to check with the person that runs the report. It's 1 year. 00:36:22 Josh Easter SD1A: Reacted to "Sorry, had to check ..." with 👍 00:36:28 Shelley Roossien - MI1G: Reacted to "Sorry, had to check ..." with 👍 00:36:30 WA1A Traci Timmons (she/her): Reacted to "Sorry, had to check ..." with 👍 00:37:49 TX1A Ann Minner: word. 00:39:39 Barnaby Camp: Replying to "I'd love to hear how..." Nursing homes often give the players and cartridges to other residents instead of sending back. 00:39:48 PA2A Mary Beth Parks: Reacted to "Nursing homes often ..." with 👍 00:40:09 Marianne IL1A: Reacted to "Nursing homes often ..." with 👍 00:40:10 Lorrie CO1A: Replying to "I'd love to hear how..." That too. The turnover of staff is also an issue, as many staff members arrive and have never seen our stuff before 00:40:13 James Gleason: At MA1A, we rely on our newsletters and other mailings to help flag bad addresses, deceased, etc. 00:40:17 AZ1A- Sara Zapotocky: Reacted to "Nursing homes ofte..." with 😮 00:40:24 Stephanie Wambaugh, BTBL: Reacted to "At MA1A, we rely on ..." with 👍 00:40:29 VA1J- Ilia Desjardins: Reacted to "At MA1A, we rely on ..." with 👍 00:40:35 AZ1A- Sara Zapotocky: Reacted to "At MA1A, we rely o..." with 👍 00:40:46 MaryBeth Wise-NLS: Reacted to "At MA1A, we rely on ..." with 👍 00:40:57 Michelle SFPL: Reacted to "BARD Mobile Basics ..." with ❤️ 00:41:11 Michelle SFPL: Reacted to "Nursing homes often ..." with 👍 00:41:53 TX1A Stacey Lewis: Reacted to "At MA1A, we rely on ..." with 👍 00:42:09 TBS Books: SC1A average of 4,144 for state fiscal year 24-25 00:42:26 SD1A-Kathleen Slocum: Reacted to "BARD Mobile Basics ..." with ❤️ 00:42:30 TBS Books: Reacted to "At MA1A, we rely on ..." with 👍 00:43:17 BSilver NV1A: That's a great point, turn-over is very high in the senior industry so you may get a very proactive activities director and they want to sign up and the whole nine as an institutional account, but they leave and the new person has no idea that they're a patron. 00:43:27 Lorrie CO1A: Reacted to "That's a great point..." with 👍 00:43:43 AZ1A- Sara Zapotocky: Reacted to "That's a great poi..." with 👍 00:47:37 SD1A-Kathleen Slocum: Lots of Great ideas 00:48:16 TBS Books: Reacted to "That's a great point..." with 👍 00:49:01 BSilver NV1A: How about doing a podcast for patron engagement? We just started doing one and the first episode went very well. 00:49:09 J.D. Burns -MS1A: Reacted to "How about doing a po..." with 👍 00:50:18 LaShawn Myles (MD1A): Reacted to "How about doing a po..." with 👍 00:50:21 TX1A Stacey Lewis: Replying to "How about doing a po..." Agreed to this - we have patrons looking forward to new podcast releases: https://www.tsl.texas.gov/podcasts. Shoutout to our Engagement & Outreach 00:50:36 Michelle SFPL: @BSilver NV1A what is the name of podcast? 00:50:41 Josh Easter SD1A: Reacted to "Lots of Great ideas" with 👍 00:51:06 Keith Reynolds CA2A: Replying to "How about doing a po..." I'd love to learn more about both of these, ! Podcasts are my chief remit here at the BIA Library in Los Angeles. Maybe we could talk offline about it sometime soon? Shoot me an email at kreynolds@brailleinstitute.org? Thanks! 00:51:09 Shelley Roossien - MI1G: I will also mention that my library has a bookmobile and a community engagement department, so I'm always tagging along with them to their programs and outreach! 00:51:38 Josh Easter SD1A: Reacted to "I will also mention ..." with ❤️ 00:52:19 Cassidy Crone - AZ1A: Replying to "How about doing a po..." We also started a podcast in the past year - we just released our fifth episode and have gotten a good amount of engagement from it as well! On YouTube https://youtu.be/TLJzQhnHM6E?si=08pjDazaiAp6hZPA or Spotify https://open.spotify.com/episode/2emZtaqKsOlXuV5mV1ClHv?si=izTYyOVBRKmbZTG_EQpsAw 00:52:55 BSilver NV1A: Well Las Vegas is a pretty transient city so people don't stay long and wind up moving to other states. I can't speak for Reno and Carson City but I do know Vegas is pretty transient. 00:53:03 TBS Books: Reacted to "Well Las Vegas is a ..." with 👍 00:53:06 Josh Easter SD1A: Reacted to "Well Las Vegas is a ..." with 👍 00:53:18 PA2A Mary Beth Parks: Reacted to "I will also mention ..." with ❤️ 00:53:26 Lorrie CO1A: I think Audible ends up being preferred because you could have a family Amazon account, so your son is buying books for you to listen to and all you have to do is tap on it on your iPad without any work 00:53:36 Elena Garcia: Reacted to "I think Audible ends..." with 👍 00:53:38 Josh Easter SD1A: Reacted to "I think Audible ends..." with 👍 00:54:05 TBS Books: Reacted to "I think Audible ends..." with 👍 00:54:08 TX1A Ann Minner: Reading preferences change, too. Attention spans have changed a lot in the last decades. 00:54:51 CA1A Laura Kellen: CA1A did a small case study about this a few years back. Our findings: 30% don't understand how the service model works, 16% don't understand how BARD works,14% had a health issue that interfered with them using the service, 12% were unable to use the service independently/on their own, 12% didn't find it to be compatible with their lifestyle, 12% preferred an alternative (Audible, smart TV), 4% had a significant language barrier (i.e. may not have understood the service or didn't have enough materials available in their language.) 00:54:52 MaryBeth Wise-NLS: Navigation? Navigability? 00:54:59 BSilver NV1A: Exactly, I always tell people that you can never have enough resources for audio books. If audible doesn't have it we may. 00:55:05 TBS Books: Reacted to "Navigation? Navigabi..." with 👍 00:55:09 Matthew Brown - HI1A: as libraries we can provide a sense of community that services like audible do not provide 00:55:16 Josh Easter SD1A: Reacted to "as libraries we can ..." with ❤️ 00:55:19 Josh Easter SD1A: Reacted to "Exactly, I always te..." with 👍 00:55:22 TX1A Stacey Lewis: Reacted to "Reading preferences ..." with 👍 00:55:22 Josh Easter SD1A: Reacted to "Navigation? Navigabi..." with 👍 00:55:24 Lorrie CO1A: Replying to "as libraries we can ..." This is true! We're much easier to talk to than a chatbot! 00:55:24 Josh Easter SD1A: Reacted to "CA1A did a small cas..." with 👍 00:55:31 Josh Easter SD1A: Reacted to "This is true! We're ..." with ❤️ 00:55:32 SD1A-Kathleen Slocum: Reacted to "This is true! We're ..." with 👍 00:55:44 Matthew Brown - HI1A: Reacted to "This is true! We're ..." with ❤️ 00:56:13 TX1A Stacey Lewis: Reacted to "Navigation? Navigabi..." with 👍 00:56:28 NC1A Emily Tracey: Reacted to "CA1A did a small cas..." with 👍 00:56:58 AZ1A- Sara Zapotocky: We can help patrons by adding titles to their BARD wishlist. Will we be able to add directly to their queue some day? That would help many patrons out! 00:57:08 Josh Easter SD1A: Reacted to "We can help patrons ..." with ❤️ 00:57:11 TX1A Stacey Lewis: Replying to "as libraries we can ..." Plus we can be their personal library team - find/curate just for them! 00:57:11 TX1A Ann Minner: Reacted to "We can help patrons ..." with ❤️ 00:57:22 LaShawn Myles (MD1A): Reacted to "We can help patrons ..." with ❤️ 00:57:23 Elena Garcia: Reacted to "Plus we can be their..." with 👍 00:57:43 TX1A Stacey Lewis: Reacted to "We can help patrons ..." with 🤞 00:58:02 SD1A-Kathleen Slocum: In SD we have doing that for a long time.. Public librarians are our friends. We also are invited to present at public library education programs. 00:58:06 TBS Books: Replying to "as libraries we can ..." Ambassador idea is great! 00:58:09 Josh Easter SD1A: Reacted to "In SD we have doing ..." with ❤️ 00:58:12 PA2A Mary Beth Parks: Reacted to "In SD we have doing ..." with ❤️ 00:58:14 AZ1A- Sara Zapotocky: Reacted to "In SD we have doin..." with ❤️ 00:58:23 CA1A Mike marlin: I think technology is complicated and the tech comfort shift due to age and other isolation based factors is very slow. The national BARD average is something like 15%, I believe in CA it's closer to 25%, and the DA2 is super cool yet daunting. Much of our retention woes have to do with isolation or misunderstanding, but also technophobia. It's great that NLS is committed to physical media, but without hand holding sometimes patrons just fall by the wayside. 00:58:32 Matthew Brown - HI1A: In person programming for our patrons is important - tech related classes, book clubs, community interest presentations - they are all retention tools 00:58:33 AZ1A Stephanie Doser: Reacted to "We can help patrons ..." with ❤️ 00:58:39 Josh Easter SD1A: Reacted to "I think technology i..." with 👍 00:58:40 SD1A-Kathleen Slocum: Reacted to "In person programmin..." with 👍 00:58:41 Shelley Roossien - MI1G: Replying to "I think Audible ends..." I get this may be easier for people, but it seems like they are limited to what their family member deems "appropriate" for them and miss out on books they would truly enjoy! Just my opinion 00:58:46 Josh Easter SD1A: Reacted to "In person programmin..." with ❤️ 00:58:57 Josh Easter SD1A: Reacted to "I get this may be ea..." with 👍 00:59:01 SD1A-Kathleen Slocum: Reacted to "I get this may be ea..." with 👍 00:59:12 WA1A Traci Timmons (she/her): Reacted to "In person programmin..." with ❤️ 00:59:35 SD1A-Kathleen Slocum: It is all sales and retention 00:59:38 AZ1A- Sara Zapotocky: Reacted to "I think technology..." with 👍 00:59:43 LaShawn Myles (MD1A): Reacted to "I think technology i..." with 👍 00:59:43 TX1A Stacey Lewis: Reacted to "It is all sales and ..." with 👍 01:00:10 Matthew Brown - HI1A: Reacted to "It is all sales and ..." with ❤️ 01:00:10 Lorrie CO1A: Replying to "I think Audible ends..." LOL we do have some patrons who find out their kids put "no sex/no violence/etc" in their account and are aghast 01:00:28 AZ1A- Sara Zapotocky: Reacted to "LOL we do have som..." with 😆 01:00:28 Shelley Roossien - MI1G: Replying to "I think Audible ends..." Exactly! 01:01:11 AZ1A- Sara Zapotocky: Reacted to "Reading preference..." with 👍 01:01:17 NC1A Emily Tracey: Reacted to "I get this may be ea..." with 👍 01:01:43 TX1A Stacey Lewis: Replying to "In person programmin..." We can't readily do in-person programming, but we do work on our virtual programming. We started a TBP 101 for new and current patrons to review services and answer any questions. 01:01:50 J.D. Burns -MS1A: Reacted to "as libraries we can ..." with ❤️ 01:01:54 Lorrie CO1A: Replying to "It is all sales and ..." Is it though? I feel like part of the customer service that people enjoy is that we DON'T feel like we're selling something 01:01:56 Josh Easter SD1A: Reacted to "We can't readily do ..." with 👍 01:02:02 WA1A Traci Timmons (she/her): Reacted to "We can't readily do ..." with 👍 01:02:12 Josh Easter SD1A: Replying to "In person programmin..." Same, we are all virtual programming 01:02:46 TBS Books: Reacted to "LOL we do have some ..." with 😂 01:03:07 J.D. Burns -MS1A: Reacted to "It is all sales and ..." with ❤️ 01:03:23 PA2A Mary Beth Parks: Reacted to "In person programmin..." with ❤️ 01:03:38 NY2A/Laurenne Teachout: Reacted to "In SD we have doing ..." with ❤️ 01:03:53 J.D. Burns -MS1A: Replying to "It is all sales and ..." I would add that while we aren't selling a product, we are selling a service and we're selling support for the service. (you can call someone local to your state for support) 01:04:12 PA2A Mary Beth Parks: Reacted to "We can't readily do ..." with 👍 01:04:14 TX1A Stacey Lewis: Replying to "It is all sales and ..." I use the same tools sometimes in curating my message to what the patron needs. WIIIFM 01:04:19 AZ1A- Sara Zapotocky: Reacted to "I would add that w..." with ❤️ 01:05:21 Barnaby Camp: Replying to "I'd love to hear how..." Juvenile readers matriculating into adulthood not realizing we have adult materials. 01:05:32 PA2A Mary Beth Parks: Reacted to "Juvenile readers mat..." with 👍 01:05:35 TBS Books: Reacted to "Juvenile readers mat..." with 👍 01:05:37 NC1A Emily Tracey: Reacted to "Juvenile readers mat..." with 👍 01:05:43 LaShawn Myles (MD1A): Reacted to "Juvenile readers mat..." with 👍 01:05:59 Barb: Replying to "I think Audible ends..." I am ready for NLS to release the My Talking Books Alexa skill. It will eliminate a lot of barriers. 01:06:16 Shelley Roossien - MI1G: Replying to "I'd love to hear how..." And we have the opposite problem - kids feel like it's a program just for "old people" 01:06:39 TX1A Ann Minner: pffft - there are NOT. 01:06:53 AZ1A Stephanie Doser: Reacted to "Nursing homes often ..." with 👍 01:06:58 Shelley Roossien - MI1G: Reacted to "pffft - there are NO..." with 😄 01:07:20 steve hammel: Reacted to "pffft - there are NO..." with 👍 01:07:24 J.D. Burns -MS1A: "find a reason to say yes" I can't remember who at NLS said that, but its incredibly inspiring in regards to signing up and retaining patrons. 01:07:30 Josh Easter SD1A: Reacted to ""find a reason to sa..." with ❤️ 01:07:33 J.D. Burns -MS1A: Reacted to "pffft - there are NO..." with ❤️ 01:07:33 Lorrie CO1A: Reacted to ""find a reason to sa..." with 👍 01:07:40 TN1A Erin Lankford: Reacted to ""find a reason to ..." with ❤️ 01:07:48 SD1A-Kathleen Slocum: Great message James 01:07:53 AZ1A- Sara Zapotocky: Reacted to ""find a reason to ..." with ❤️ 01:08:14 TBS Books: Reacted to ""find a reason to sa..." with 👍 01:08:18 TX1A Stacey Lewis: Reacted to "LOL we do have some ..." with 😂 01:08:26 James Gleason: Reacted to ""find a reason to sa..." with 👍 01:08:32 MaryBeth Wise-NLS: NLS books differ from Audible in their accessibility and navigability. What about the collections? Audible/Amazon offer books that are commercially "viable" but may not have titles that patrons may want-but wouldn't necessarily "sell" on the commercial market? History books, cookbooks, knitting, etc. and magazines. What does the NLS collection offer that cannot be found in the commercial market? 01:08:56 NY2A/Laurenne Teachout: Reacted to "NLS books differ fro..." with 👍 01:08:58 TX1A Stacey Lewis: Reacted to ""find a reason to sa..." with ❤️ 01:09:12 J.D. Burns -MS1A: Reacted to "NLS books differ fro..." with ❤️ 01:09:16 NC1A Emily Tracey: Reacted to "NLS books differ fro..." with 👍 01:09:16 TX1A Stacey Lewis: Reacted to "NLS books differ fro..." with 👍 01:09:20 Josh Easter SD1A: Replying to "NLS books differ fro..." I have had some of our patrons who also use audible but dislike when some of the audible books they like are robot voices (but they aren't available any other way anyway) 01:09:31 Lorrie CO1A: We had a patron who said "I have 3 kids, I know how sex works" 01:09:37 TX1A Stacey Lewis: Reacted to " We had a patron who..." with 😂 01:09:40 AZ1A Stephanie Doser: Reacted to " We had a patron who..." with 😄 01:09:41 AZ1A- Sara Zapotocky: Reacted to "We had a patron wh..." with 😆 01:09:42 Drea Callicutt, Keystone Systems: Reacted to " We had a patron who..." with 😂 01:09:43 NC1A Emily Tracey: Reacted to " We had a patron who..." with 😂 01:09:47 Michelle SFPL: Reacted to " We had a patron who..." with 😂 01:09:59 J.D. Burns -MS1A: Replying to " We had a patron who..." when an 85yr old lady tells you that, it still sometimes catches me off guard. lol. 01:10:14 Josh Easter SD1A: Reacted to " We had a patron who..." with 👍 01:10:17 Josh Easter SD1A: Reacted to "when an 85yr old lad..." with 👍 01:10:21 AZ1A | Elizabeth Webb: Forgive me if this has been touched on - but for patron buy-in: Does anyone else call/connect with patrons who submit applications prior to sending any equiptment or books? AZ1A does new patron interviews for EVERY single application that is submitted. They speak with an RA/Librarian and we talk through every aspect of the machine options, books, how the mail process works and beyond. This is so helpful because I always ask patrons if their certifying authority explained much about our service and 90% of the time they say no unless it is a library referral or VA referral 01:10:25 Shelley Roossien - MI1G: Replying to " We had a patron who..." I had a 90yr old man tell me that the spicy romance keep his blood flowing! 01:10:33 steve hammel: Replying to " We had a patron who..." some of those little old ladies like spicy romance 01:10:50 AZ1A | Elizabeth Webb: And we average roughly 100 apps or more a month 01:10:52 Shelley Roossien - MI1G: Welcome back David! 01:11:00 SD1A-Kathleen Slocum: Reacted to "Welcome back David!" with 👍 01:11:06 TX1A Ann Minner: Yay! We've missed you!!!! 01:11:06 J.D. Burns -MS1A: Reacted to "Forgive me if this h..." with 👍 01:11:07 PA2A Mary Beth Parks: Reacted to "Forgive me if this h..." with 👍 01:11:15 TX1A Stacey Lewis: Replying to "Forgive me if this h..." Texas does as well. We talk to everyone who has submitted an application and the account is not set up until we do. We verify the info, ensure they will get what they want, etc. 01:11:15 AZ1A- Sara Zapotocky: Reacted to "Forgive me if this..." with 👍 01:11:20 TBS Books: Replying to "Forgive me if this h..." Yes, we do--walk through application process with them, set up queue or other likes, then follow up within a few weeks for questions 01:11:31 AZ1A- Sara Zapotocky: Reacted to "Texas does as well..." with 👍 01:11:39 AZ1A- Sara Zapotocky: Reacted to "Yes, we do--walk t..." with 👍 01:11:43 AZ1A | Elizabeth Webb: Reacted to "Texas does as well. ..." with 👍 01:11:43 AZ1A Stephanie Doser: Reacted to "I had a 90yr old man..." with 😂 01:11:43 TX1A Stacey Lewis: Reacted to "Welcome back David!" with ❤️ 01:11:47 TBS Books: Reacted to "Texas does as well. ..." with 👍 01:11:47 AZ1A | Elizabeth Webb: Reacted to "Yes, we do--walk thr..." with 👍 01:12:02 PA2A Mary Beth Parks: We make a New Patron Call and send out a Welcome Packet. 01:12:10 TBS Books: Reacted to "We make a New Patron..." with 👍 01:12:15 SD1A-Kathleen Slocum: Reacted to "We make a New Patron..." with 👍 01:12:28 TBS Books: Replying to "We make a New Patron..." Yes! Early support is so important. 01:12:39 AZ1A Stephanie Doser: Reacted to "We make a New Patron..." with 👍🏽 01:13:05 Stephanie Wambaugh, BTBL: Replying to "We make a New Patron..." Same. But we don't have to get ahold of them. We will leave a voicemail. But we do a 2nd follow -up call on every account to check in about 1 to 3 months after service begins and we also send a new patron packet 01:13:16 AZ1A | Elizabeth Webb: Reacted to "We make a New Patron..." with 👍 01:13:26 TX1A Stacey Lewis: We received 37 apps on Monday... We have several staff members that work on setting up these patron accounts. We do the same for individuals, schools, demo accounts, institutions. It does cut down on any confusion and makes that initial positive touchpoint 01:13:29 Perrotta, David: Such GREAT conversation today! Thank you all for all you do!! Let's keep this discussion going! Please feel free to be in touch with me: dape@loc.gov. 01:13:29 Lorrie CO1A: Replying to "We make a New Patron..." We have a welcome packet that goes out after the application is processed, and then we follow up with a call/email about 6-7 weeks after 01:13:39 TX1A Stacey Lewis: Reacted to "We make a New Patron..." with ❤️ 01:13:42 AZ1A | Elizabeth Webb: Reacted to "Same. But we don't h..." with 👍 01:13:53 AZ1A | Elizabeth Webb: Reacted to "We received 37 apps ..." with 👍 01:13:56 WA1A Traci Timmons (she/her): Replying to "We make a New Patron..." What's in your welcome packets? 01:13:58 TX1A Ann Minner: Reacted to "We received 37 apps ..." with ❤️ 01:14:12 TBS Books: Reacted to "Such GREAT conversat..." with 👍 01:14:25 TX1A Stacey Lewis: Replying to "Such GREAT conversat..." So glad to see you! 01:14:26 Perrotta, David: I know it's challenging to do calls on a large scale, but I think MS1A's practice of the "intake interview" is a really good use of staff time. 01:14:36 TX1A Stacey Lewis: Reacted to "I know it's challeng..." with ❤️ 01:14:36 Drea Callicutt, Keystone Systems: Reacted to "I know it's challeng..." with ❤️ 01:14:40 Perrotta, David: Reacted to "So glad to see you!" with 🙂 01:14:47 AZ1A | Elizabeth Webb: Reacted to "I know it's challeng..." with 👍 01:14:53 PA2A Mary Beth Parks: Reacted to "Such GREAT conversat..." with 👍 01:14:54 LaShawn Myles (MD1A): Reacted to "I know it's challeng..." with 👍 01:15:24 TX1A Ann Minner: "Is this a good time to talk about your application and our service?" 01:15:25 AZ1A | Elizabeth Webb: I agree - the intake call time is always worth it. It can take 10-30 minutes and it is always to the benefit of the patron and their comfortability with the new services 01:15:31 TX1A Stacey Lewis: Reacted to ""Is this a good time..." with ❤️ 01:15:43 TX1A Stacey Lewis: Reacted to "I agree - the intake..." with 👍 01:15:44 AZ1A- Sara Zapotocky: Reacted to ""Is this a good ti..." with 👍 01:15:45 SD1A-Kathleen Slocum: I would like a Margaret on my team. Sometimes we end up on the phone for 30 minutes with the patron who is also looking for someone to listen to them. 01:15:46 Cassidy Crone - AZ1A: We usually make 3 attempts to set up new patrons before we change their status to unable to contact as well 01:15:57 Cassidy Crone - AZ1A: (if not more times LOL) 01:16:03 AZ1A- Sara Zapotocky: Reacted to "(if not more times..." with 👍 01:16:09 Josh Easter SD1A: Reacted to "We usually make 3 at..." with ❤️ 01:16:22 J.D. Burns -MS1A: Reacted to "I would like a Marga..." with ❤️ 01:16:29 TX1A Stacey Lewis: Replying to "(if not more times L..." Same here! We have a few very determined Reader Consultants. 01:16:34 J.D. Burns -MS1A: Reacted to "I know it's challeng..." with ❤️ 01:16:39 Cassidy Crone - AZ1A: Reacted to "Same here! We have a..." with ❤️ 01:16:39 AZ1A | Elizabeth Webb: Reacted to "Same here! We have a..." with 🥳 01:16:43 AZ1A- Sara Zapotocky: Reacted to "Same here! We have..." with ❤️ 01:16:43 Josh Easter SD1A: Reacted to "(if not more times L..." with 👍 01:16:43 AZ1A Stephanie Doser: Like PA2A, each new patron has an intro interview with the librarian and items do not got out until the interview has been conducted. A New reader pkt goes out in about a week from the time there app has been added to the system. Each patron has their own librarian, which i think they like. The librarians do a 2nd follow up/check in status about 3 months from the first interview. 01:16:46 Josh Easter SD1A: Reacted to "Same here! We have a..." with 👍 01:17:07 Lorrie CO1A: What kind of staffing do you all have? The amount of phone calls and time on each seems pretty large 01:17:13 Josh Easter SD1A: With the newer generation being not into phone calls. Are people using emails. Are any libraries able to text patrons? 01:18:02 Judy Gray: What are libraries putting into their welcome packets? 01:18:05 TX1A Stacey Lewis: Our Reader Services dept is 18 when fully staffed (includes me). We are fortunate to have a large and dedicated team on the front lines. Includes Reader Consultants and Reader's Advisory Librarians 01:18:06 AZ1A Stephanie Doser: Replying to "What kind of staffin..." we have 4 librarians, and each is assigned an alpha section. However, we have supv who lend a hand if librarians are out to make sure calls are being tended to 01:18:07 Stephanie Wambaugh, BTBL: People don't answer our calls a lot - it looks like a spam number. 01:18:12 Josh Easter SD1A: Reacted to "People don't answer ..." with ❤️ 01:18:24 AZ1A | Elizabeth Webb: Replying to "With the newer gener..." I will email with parents of youth patrons more than any other group. They are difficult to catch on the phone to set up their child's account and it can be helpful to have the info in their inbox to refer back to 01:18:28 J.D. Burns -MS1A: Reacted to "Like PA2A, each new ..." with ❤️ 01:18:47 James Gleason: Hear, hear to the first cartridge being right! 01:18:52 TBS Books: Reacted to "Hear, hear to the fi..." with 👍 01:18:53 Stephanie Wambaugh, BTBL: Reacted to "Hear, hear to the fi..." with 👏 01:18:53 TX1A Stacey Lewis: Reacted to "People don't answer ..." with 👍 01:19:03 Lorrie CO1A: Replying to "With the newer gener..." I tend to email BARD only patrons, they "feel" like people who would like that rather than a phone call, and I've found I'm usually right lol 01:19:19 TX1A Stacey Lewis: Replying to "With the newer gener..." We do email too, but I would love to have a text or chat capability 01:19:32 Shelley Roossien - MI1G: Replying to "What are libraries p..." A letter with some brief info about how to use the service, a sheet on how to use Bookshelf Mode, a BARD brochure, a magnet with our contact info 01:19:47 TBS Books: Replying to "What are libraries p..." Basic operating instructions, sometimes a print copy of TBT (we still pay to print them), copy of the newsletter. 01:20:42 J.D. Burns -MS1A: Replying to "What are libraries p..." we have a borrowers handbook that goes over in detail about TBS and the other services offered. its about 12 pages long in LP, we have a youtube video, and we have an audio version that we send to audio only patrons on their first cartridge. We also send an LP word doc in an email. 01:20:50 Josh Easter SD1A: Reacted to "we have a borrowers ..." with ❤️ 01:22:23 Judy Gray: Replying to "What are libraries p..." @J.D. Burns -MS1A Could you send out a copy of your borrow's handbook to our email 01:22:43 J.D. Burns -MS1A: Replying to "What are libraries p..." TBS Borrowers Handbook 01:22:54 Drea Callicutt, Keystone Systems: Replying to "What are libraries p..." Would you be willing to let us post it on klasusers.com? 01:23:05 J.D. Burns -MS1A: Replying to "What are libraries p..." sure @Judy Gray and sure @Drea Callicutt, Keystone Systems 01:23:07 Josh Easter SD1A: I want to have us do a program on patron customer service. collaborate on letters, scripts RAs use, a onboarding new patrons - pooling of resources. Maybe that is something we can gather on the LBPD Wiki? @Morgan Pershing and crew have been working to make the Wiki usable. Also, have resources in Klasusers.com 01:23:10 Drea Callicutt, Keystone Systems: Reacted to "sure @Judy Gray and..." with ❤️ 01:23:33 AZ1A- Sara Zapotocky: Reacted to "I want to have us ..." with ❤️ 01:23:36 J.D. Burns -MS1A: Replying to "What are libraries p..." the link above is to our youtube video which we include in our BARD only patron emails. 01:23:48 Josh Easter SD1A: Reacted to "Would you be willing..." with ❤️ 01:23:52 Josh Easter SD1A: Reacted to "sure @Judy Gray and..." with ❤️ 01:23:59 Drea Callicutt, Keystone Systems: For any KLAS users who want to share links / resources they use, please feel free to email them to me to post. OR, you can share them on the forums. 01:24:03 Josh Easter SD1A: Reacted to "For any KLAS users w..." with ❤️ 01:24:07 NY2A/Laurenne Teachout: Reacted to "For any KLAS users w..." with ❤️ 01:24:07 J.D. Burns -MS1A: Reacted to "For any KLAS users w..." with 👍 01:24:07 MaryBeth Wise-NLS: Replying to "What are libraries p..." Handbooks typically include reader policies, equipment info (equipment is on indefinite loan) etc.,info about collections available, programming, etc. 01:24:52 TX1A Stacey Lewis: Reacted to "I want to have us do..." with ❤️ 01:25:06 Stephanie Wambaugh, BTBL: Replying to "What are libraries p..." @J.D. Burns -MS1A Do you have this in print? I'd love to see a print borrowers handbook as well. 01:25:25 J.D. Burns -MS1A: Replying to "What are libraries p..." @Stephanie Wambaugh, BTBL we do print this in LP or braille 01:25:38 Stephanie Wambaugh, BTBL: Reacted to "@Stephanie Wambaugh,..." with 👍 01:26:16 Drea Callicutt, Keystone Systems: Reminder: The recording and chat from this afternoon’s session will be posted to klasusers.com. 01:26:36 VA1i - Jesse (she/her): Reacted to "Reminder: The reco..." with ❤️ 01:26:37 Josh Easter SD1A: https://klasusers.com/ 01:26:39 NC1A Jason Richmond: Replying to "What are libraries..." I have a spreadsheet with a link to every handbook from 2024. I'll try to figure out how to share. It also has links to every loan policy and collection policy in additon to home pages. 01:26:48 Josh Easter SD1A: Reacted to "I have a spreadsheet..." with ❤️ 01:27:04 NC1A Jason Richmond: Replying to "What are libraries..." I was looking for ideas to update our own website. 01:27:50 Drea Callicutt, Keystone Systems: Reacted to "I have a spreadsheet..." with ❤️ 01:28:45 NC1A Jason Richmond: Reacted to "I want to have us ..." with ❤️ 01:29:25 MaryBeth Wise-NLS: Replying to "What are libraries p..." list of network websites:https://www.loc.gov/nls/find-your-library/ 01:29:33 Josh Easter SD1A: Reacted to "list of network web..." with ❤️ 01:29:41 AZ1A Stephanie Doser: Reacted to "I have a spreadsheet..." with ❤️ 01:30:24 Barnaby Camp: Replying to "I'd love to hear how..." Does anyone put a welcome recording on first cartridge? 01:30:28 J.D. Burns -MS1A: Reacted to "I have a spreadsheet..." with ❤️ 01:30:30 Lorrie CO1A: Replying to "I'd love to hear how..." We do 01:30:41 LaShawn Myles (MD1A): Reacted to "And we have the oppo..." with 👍🏽 01:30:44 Cassidy Crone - AZ1A: Replying to "I'd love to hear how..." We have a basic instructional file for the machine/carts 01:30:48 TBS Books: Reacted to "And we have the oppo..." with 👍 01:30:50 Cassidy Crone - AZ1A: Replying to "I'd love to hear how..." But it likely needs to be updated... 01:30:51 WA1A Traci Timmons (she/her): Replying to "I'd love to hear how..." We do (Washington) 01:30:54 J.D. Burns -MS1A: Replying to "I'd love to hear how..." our handbook is kind of that. 01:31:18 AZ1A Stephanie Doser: Reacted to "And we have the oppo..." with 👍🏽 01:31:58 Cassidy Crone - AZ1A: Replying to "I'd love to hear how..." I try to tell new patrons during their interview that the first book on their first cart will be an instructional file (esp if they seem a bit confused) 01:32:09 J.D. Burns -MS1A: Reacted to "I try to tell new pa..." with ❤️ 01:32:14 PA2A Mary Beth Parks: Reacted to "I try to tell new pa..." with 👍 01:32:19 AZ1A Stephanie Doser: Reacted to "I try to tell new pa..." with 👍 01:32:34 J.D. Burns -MS1A: thank you guys so much! 01:32:41 CA1A Laura Kellen: Great session! 01:32:42 Marianne IL1A: Thank you 01:32:46 AZ1A- Sara Zapotocky: Thank you! 01:32:46 TX1A Ann Minner: You guys are all doing amazing work!! 01:32:49 IL1R-Patrice Johnson: Thank you! 01:32:50 AZ1A | Elizabeth Webb: This was a great program idea Josh, thank you all!! 01:32:54 James Gleason: Bravi tutti! 01:32:55 TBS Books: Thank you everyone!!! 01:32:56 Cassidy Crone - AZ1A: Thanks y'all! 01:32:57 Josh Easter SD1A: Reacted to "This was a great pro..." with ❤️ 01:33:00 Josh Easter SD1A: Reacted to "Bravi tutti!" with ❤️ 01:33:08 NY2A/Laurenne Teachout: Thank you. Great conversation! 01:33:08 PA2A Mary Beth Parks: Thank you all! Great conversation! 01:33:08 TBS Books: Reacted to "This was a great pro..." with 👍 01:33:08 AZ1A Stephanie Doser: Wonderful session 01:33:11 TX1A Stacey Lewis: Thank you SO much for inviting everyone - this was fabulous! 01:33:13 Perrotta, David: Replying to "I'd love to hear how..." Thank you Josh, Drea, panel members, and everybody!! 01:33:20 Josh Easter SD1A: Thanks Panelists! Patron Retention Roundtable Panel Participants: Lorrie Spoering, Colorado Shelley Michelle Roossien, Michigan JD Burns, Mississippi Mary Beth Parks, Pennsylvania Moderator: Josh Easter, South Dakota, KLAS Users’ President 01:33:25 WA1A Traci Timmons (she/her): Reacted to "Thanks Panelists! Pa..." with ❤️ 01:33:27 NC1A Jason Richmond: Reacted to "Thanks Panelists! ..." with ❤️ 01:33:27 AZ1A Stephanie Doser: Reacted to "Thanks Panelists! Pa..." with ❤️ 01:33:27 TX1A Ann Minner: Reacted to "Thank you SO much fo..." with ❤️