Fall 2022 Online Workshop – Creating & Implementing a Library Customer Service Model and Customer Interaction Strategies

Tuesday, December 6, 2022 – morning and afternoon sessions

Headshot of Lindsey Powers

Morning Session—10am to 11:30am

Creating and Implementing a Library Customer Service Model

Join Lindsey Powers, Customer Experience Administrator at Maricopa County Library District, as she explains why and how a customer service model was developed at her system. She will discuss the importance of reinforcement and continued learning for staff and how managers can recognize and reward staff for excellent customer service.

Headshot of Maurice Coleman

Afternoon Session—2pm to 3:30p

Customer Interaction Strategies

Maurice Coleman, Principal with Coleman & Associates and host of the “T is for Training” podcast, has personal experience in library customer service. He understands the viewpoints of both customers and staff. Join Maurice as he provides insight, advice, and tools for library staff as they navigate customer interactions and potentially challenging customer situations.

Registration closes Thursday, December 1, 2022.


Please select one or both sessions you wish to attend.

These sessions are virtual and will not be recorded.

Both workshops are free for INCOL members; $25 for non-members. Payment invoice sent after registration for non-members.

Virtual Teams links sent after close of registration.

For questions, please contact INCOL Committee Chair Lindsey Miller-Escarfuller at

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Spring 2022 Online Workshop – Working with LGBTQ+ Communities

Monday, May 23, 10:00am – 12:00pm – Online

Registration is required. A link will be emailed to you no later than Friday, May 20. Registration will remain open until May 20 or until all spots are filled. Preference will be given to current INCOL members.

No registration fee for employees of INCOL member libraries since attendance is subsidized by those libraries
$25 for non-INCOL members and $5 for library tech students


This interactive workshop will encompass language, issues, and experiences related to LGBTQ+ communities, as well as understandings of allyship and LGBTQ+ focused practices. Facilitators will challenge participants to consider how they can be active in making their communities more welcoming to LGBTQ+ people. Discussions and activities will focus heavily on the intersecting identities and experiences that exist within LGBTQ+ communities and the best ways to interrupt exclusion.

Participants will identify LGBTQ+ terminology and vocabulary
Participants will discuss different intersecting identities within the LGBTQ+ community
Participants will recognize behaviors that make environments more welcoming to LGBTQ+ communities
Participants will practice identifying and interrupting occurrences of LGBTQ+ exclusion

Participation in this conversation will be encouraged (but not required) during specified portions of the workshop. Come prepared with thoughts and questions.

This training WILL NOT be recorded.

Spectrum Center // Spectrum’s mission is to create a safe, intersectional, intergenerational, LGBTQIA2S+ community gathering space that celebrates a resilient, healthy community through social connectedness and support, arts and culture, access to resources, and leadership development. Visit to learn more.

Fall 2021 Online Workshop with Rebecca Tolley – Safety, Brave Spaces, and Self-Care & Big Trauma, Little Trauma, and the Trauma-Informed Framework

Cover of book A Trauma Informed Approach to Library Services

Monday, December 6 11:00am – 12:30pm & Monday, December 6 2:00pm – 3:30pm

Register for morning, afternoon, or both sessions by Monday, November 29th, at (capitalization required)

No registration fee for employees of INCOL member libraries since attendance is subsidized by those libraries
$25 for non-INCOL members and $5 for library tech students

Morning Session

Safety, brave spaces, and self-care – Monday, December 6 11:00am – 12:30pm on Zoom

How safe do you feel in your library? How safe do your patrons feel? This session discusses safety from various perspectives and how we can create and sustain safety for everyone’s benefit. Creating safe spaces leads to growing brave spaces and what that means for libraries. Finally, self care is essential for all library workers these days and we’ll discuss how and why to say no more than you say yes as well as the idea of collective care. There will be time for sharing, questions, and answers as well as opportunities for participants to assess their feelings of safety in the workplace, inventory their current self-care plans and develop plans going forward. 

Afternoon Session

Big trauma, little trauma, and the trauma-informed framework – Monday, December 6 2:00pm – 3:30pm on Zoom

Are all traumas the same? How do they affect individuals and groups? We’ll cover information about the experience of trauma and how it manifests; How to recognize trauma responses, re-traumatization, and PTSD; and explore the trauma-informed framework as a means for understanding and responding to survivors which includes our patrons and ourselves. Time is planned for sharing, questions, and answers and participants can score their experiences of trauma for better managing their lives and health outcomes.

Photo of Rebecca Tolley

Rebecca Tolley is a professor and librarian at East Tennessee State University. She coordinates the Sherrod Library’s research consultation service. She speaks and publishes on topics such as organizational culture, customer service, and cultivating empathy in library workers. She co-edited Generation X Librarian: Essays on Leadership, Technology, Pop Culture, Social Responsibility and Professional Identity (2011) and Mentoring in Librarianship: Essays on Working with Adults and Students to Further the Profession (2011). Her writing has appeared in anthologies, several library journals, and numerous reference works.

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Fall 2020 Workshop – Library Marketing

The Inland Northwest Council of Libraries is pleased to present its Fall 2020 training workshop. The event will take place virtually on Thursday, December 3. The theme is Library Marketing.

The Morning Session, “The Million Dollar Reason Your Library Should Market the Collection… And How to Do It!” with Angela Hursh, is from 10:00 a.m. – 12:00 p.m. PST. This workshop will focus on marketing your collection.

The Afternoon Session, “Out of the Box Library Marketing: Pandemic Edition” with Sasha Vasilic, is from 1:00 p.m. – 3:00 p.m. PST. This workshop will focus on marketing your library programs and services.

Registration is limited to 190. Preference will be given to current INCOL members.


Spring 2020 Workshop – Beyond an Apple a Day and Caring for the Mind



Thursday, April 30th
9am to 11:30am: Beyond an Apple a Day
1pm to 3pm: Caring for the Mind

INCOL presents two online workshops in partnership with the National Library of Medicine. Attendance is free to library staff of INCOL members. Feel free to set up a group viewing if allowed.

You will need to create an NNLM account to register. Click on the title links below to sign up for each workshop. Once registered, an email with a link to the webinar will be sent to you. These classes are eligible for Consumer Health Information Specialization continuing education credit awarded by the Medical Library Association.

Beyond an Apple a Day

This hands-on class will cover the health information seeking behavior of consumers and the role of library staff in the provision of health information for the public. Come learn about the evolution of consumer health, health literacy and the e-patient. Participants will leave equipped with knowledge of top consumer health sites. We will discuss creative ideas for health information outreach. The class will wrap up with an opportunity to explore effective marketing approaches and develop an elevator speech. Click on the title to register.

Caring for the Mind

Responding to questions involving topics on mental health is challenging even for the most experienced library staff. In Caring for the Mind, participants will learn how to effectively provide mental health information at their libraries. Participants will learn about the best electronic resources to consult as well as ways to improve their print collections. Best approaches for handling interactions with emotional patrons will also be discussed. Other topics covered include: bibliotherapy; assessment/testing; and the future of mental health. This class will increase participants’ skills for providing mental health information for care providers and the public. Click on the title link to register.


Carolyn Martin focuses on organizations who work with underserved populations such as those who live in rural areas, older adults, those with various abilities, immigrants and refugees, and other minorities. The National Library of Medicine offers a variety of resources on health and science education which she highlights to K-12 educators, school nurses and school librarians to prepare students for biomedical careers as well as to be informed health consumers. Carolyn’s interests include, health literacy, genomic health literacy, accessibility, and health news. Carolyn received her undergraduate degree from Goshen College and her MLS from Indiana University. She has been a public librarian and a hospital librarian where working with the public and patients led to her current position.

Emily Hamstra has worked as an academic librarian, public librarian, and for a library vendor. She is the past-chair of the Reference and User Services Association’s Collection Development and Evaluation Section (RUSA-CODES). As PNR’s Outreach Coordinator, Emily delivers outreach and educational programming about resources of the National Library of Medicine to promote access to biomedical and health information resources and develops partnerships with state and regional organizations.

Fall 2019 Workshop – Harassment Prevention in the Library: Responding to Sexual, Racial, and Bullying Incidents Involving Staff or Patrons

Thursday, November 7th, 2019Woman in hallway

Morning and Afternoon Sessions

Barbieri Courtroom
Gonzaga Law School
721 N. Cincinnati
Spokane, WA

Presented by Dr. Steve Albrecht

Mark Twain said, “Everybody talks about the weather, but no one does anything about it.” As a training issue, it’s the same with sexual and racial harassment and bullying prevention; everybody thinks they know about it, what to do or not to do in the workplace, and yet, it’s still near the top of the complaints filed with or by the federal and state Equal Employment Opportunity Commissions.

Sexual and racial harassment and bullying prevention in any library organization is about having an updated and accurate policy, training all employees to follow that policy, and then enforcing the policy, using consequences for the perpetrators (who could be staff members or patrons), and support for the victims.

This training program is suitable for all library directors, managers, supervisors, and (full and part-time) employees.

Steve AlbrechtDr. Steve Albrecht is internationally-known for his training programs and consulting work in workplace and school violence prevention and library safety and security. He brings his human resources, training, law enforcement, security, coaching, and writing background to issues like violence and security risk assessments, sexual or racial harassment, diversity, drugs and alcohol at work, team conflicts, and employee stress. He holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in human resources, security management, employee coaching, and threat assessment.

Morning Session

Registration: 8:30-9:00 am
Workshop: 9:00-12:00 pm


Afternoon Session

Registration: 1:00-1:30 pm
Workshop: 1:30-4:30 pm

Register for morning or afternoon session by Thursday, October 31st, with Lori Lewis,

• No registration fee for employees of INCOL member libraries
• No registration fee for non-INCOL member library (contingent on a grant from Washington State Library)
Gonzaga Law School directions

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Spring 2019 Workshop – A New Story About the Library in the Networked Society

Thursday, May 2nd, 2019

Morning and Afternoon Sessions

Spokane Public Library
Downtown Library, 3rd Floor Lens
906 W Main, Spokane, WA

Presented by Rolf Hapel, University of Washington iSchool

RolfHapelIn his presentation, Rolf will look at the library as a part of the social infrastructure, touch upon the importance of the physical spaces and programs in the light of the transforming “business model” of libraries, discuss the consequences of the digital development, and sketch some possible paths for the future of libraries. Participants will also work in groups on issues related to the physical library, using the Danish-developed thinking model of the library called the 4 Spaces Model as a starting point. Link to presentation slides

Rolf has served as librarian, deputy manager, city librarian and director in Denmark and led the development and realization of the internationally acclaimed main library, Dokk1, in Denmark. Currently, he is working as Professor of Practice at the Information School University of Washington in a two year tenure. His additional work as expert in several international architectural competitions for new libraries, his work as advisor with several international foundations active in the library domain, among which was Bill and Melinda Gates Foundation, and his numerous speaking engagements, articles, and lectures on library transformation as well as his service as member or chair of boards and committees in and outside Europe, has given him an unprecedented international network and a broad range of knowledge and experience within the library field.

Morning Session
Registration: 8:30-9:00 am
Workshop: 9:00-12:00 pm
Afternoon Session
Registration: 1:00-1:30 pm
Workshop: 1:30-4:30 pm

Register for morning or afternoon session by Thursday, April 25th, with Lori Lewis,

No registration fee for employees of INCOL member libraries
• $25 for non-INCOL members and $5 for library tech students
• Find more information at
• Get library information at or
• More parking options can be found here:

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Fall 2018 Workshop – Cultural Competence: Addressing Race Relations in the 21st Century

Thursday, September 20, 2018social-media-2457842_640
9:00 am to 12:30 pm

Gonzaga University School of Law
Barbieri Courtroom
721 N. Cincinnati St.
Spokane, WA

This session helps to develop participants’ appreciation of their role in becoming culturally competent by: 1) providing a framework on how to address issues of equity and race; 2) creating common language for entering into discourse; 3) increasing ones understanding of diverse experiences and perspectives; and 4) developing tools for engaging across cultures. This framework considers the importance of deepening awareness of self—moving from color blindness to racial cognizance; increasing knowledge of others and their experiences of racism and oppression; developing skills to work effectively across cultures; and advocating and taking action to initiate change. Participants are taught these four components of cultural competence through lecture and small and large group discussion. Prior culturally relevant professional development is brought into context and understanding of diverse perspectives is explored.
PLEASE NOTE: An evaluation for this training session will be sent to each participant via email the day after the session attended.  Completing this evaluation is a requirement of attendance.  The feedback from these evaluations is a condition from IMLS who provides the funding to WSL. This funding allows us to offer these trainings to library staff for free.

CapriceHollinsFacilitated by Dr. Caprice D. Hollins, Psy.D.

Caprice D. Hollins, Psy.D. is co-founder of Cultures Connecting. She was born and raised in Seattle, Washington. She received a B.A. in psychology from Seattle University and M.A. and Psy.D. degrees in Clinical Psychology with an emphasis in Multicultural and Community Psychology from California School of Professional Psychology―LA. She became licensed in Washington State in 2000 and has over 20 years of experience studying and working with ethnically diverse populations. Her experience includes opening and Directing the Department of Equity & Race Relations for Seattle Public Schools. Dr. Hollins is currently an Affiliate Professor of Counseling at The Seattle School of Theology & Psychology. She works hard to balance her passion and commitment to equity and social justice while at the same time raising a family with her husband, Gary Hollins. Together they have two children, and she has three adult step children and two grandchildren.

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The Gonzaga Law School building is labeled “LS” on the map. Attendees can park in the Green permit area just outside the law school building.
No parking permit will be needed.

GU Law School map


Free Financial Literacy Workshop – May 7, 2018

money plant
Financial literacy may be a serious and stressful topic, and the Spokane County Library District partnered with the Consumer Financial Protection Bureau and designed a workshop that will make this topic less intimidating. The goal of this all day workshop is to provide Librarians with information and tools to inform our communities about free, unbiased financial information and referrals, build local partnerships and promote libraries as community resources for financial literacy education. We can help our communities learn to be more financially literate and take control of their money, connect them to valuable information about fraud prevention, savings and retirement planning, student loan repayment and financial caregiving.

This workshop is free and open to all librarians in eastern Washington and northern Idaho.

Date: May 7, 2018
Time: 9:00 am – 4:30 pm
Location: Spokane County Library District—Moran Prairie Library, 6004 S Regal St, Spokane, WA 99223

Registration link:

Spring 2018 Workshop – Meetings That Work: How to Run Effective Meetings Every Time!

UntitledThursday, April 26th, 2018

Moran Prairie Library
6004 S. Regal St.
Spokane, WA

Managing or attending meetings is a universal experience for most library employees. This workshop will provide you with concrete skills to immediately improve meeting dynamics and productivity. Meetings That Work is highly participatory and practical. You will learn and practice skills that you can use immediately. You will also have a lot of fun! By the end of the workshop, you’ll be able to:

  • Describe the “facilitator frame of mind.”
  • Develop an outcome-based agenda for your very next meeting.
  • Demonstrate at least five essential facilitator skills.

Presented by Guila MuirGuila Muir

Guila Muir and Associates LLC is Puget Sound’s premiere train the trainer and facilitation skills training company. Guila’s engaging, highly energetic style has transformed businesses and organizations across the United States and in Canada. Her clients include Microsoft, Amazon, Boeing, Premera Blue Cross, and many dozens of state agencies and associations.

Guila is a charter member of the International Association of Facilitators. She has worked as an adjunct professor in Seattle University’s Graduate School of Education, and published Instructional Design That Soars: Shaping What You Know Into Classes That Inspire in 2013. Since then, this text has become an essential tool to develop and deliver effective courses, training sessions, and Webinars.

Register for morning or afternoon session by Thursday, April 19th, with Lori Lewis,

Morning Session Registration: 8:30-9:00 am Workshop: 9:00 am -12:30 pm


Afternoon Session Registration: 1:00-1:30 pm Workshop: 1:30 – 5:00 pm

  • No registration fee for employees of INCOL member libraries
  • $25 for non-INCOL members and $5 for library tech students
  • Get library information at

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