IFLA Measurement Evaluation and Demonstrating Library Impact
Knowing how to evaluate and measure the impact of public libraries, and how to use data to tell our stories, is crucial to ensuring the support of our stakeholders and our colleagues.
IFLA has developed a training program designed to increase capacity in public libraries to measure, evaluate, and demonstrate the impact of library services. Topics include:
- Evaluating and demonstrating Impact
- Identifying community needs
- Establishing outputs and performance metrics
- Demonstrating outcomes and impact
- Evidence based storytelling.
In this half day program, Jan Richards will equip you with the skills and confidence to effectively deliver evidence-based stories. An expanded version of the program will be offered to smaller groups at the Professional Development Event in October.
PRESENTER – Jan Richards AM
Jan is one of the two IFLA Measurement, evaluation, and demonstrating the impact of library services trainers for ASIA/Oceania has enjoyed delivering this program to colleagues across Australia..
Jan has extensive experience in the LIS industry at a senior management level, and a strong record of working with government and advocating for libraries. She is committed to actively participating in the profession, both in Australia and overseas. Jan is a past President and Fellow of the Australian Library and Information Association (ALIA); and past Chair of the Australian Public Library Alliance (APLA).
After a career based in NSW in 2020 Jan and her husband relocated to Lutruwita/Tasmania, ‘on a whim’, and now live on beautiful Bruny Island to the south of Hobart. Its from here that Jan runs her consultancy and Chairs the Tasmanian Library Advisory Board (TLAB) and the State Library and Archives Trust.
Practical Leadership
Built on years of lived experience, training and research this workshop is designed to provide you with a deeper understanding of what makes good leadership, how teams work, how your brain works, what a solutions-focus looks like and how you can use these learnings to grow yourself, your own leadership and your team.
The workshop content is as relevant to someone who is just about to start their leadership journey as it is to an experienced leader. It isn’t about hype or fluff. It is about what really happens in workplaces and between people’s ears, with practical approaches you can use to navigate through the leadership landscape.
PRESENTER – Chris Jones
Chris started out as a library assistant in the late 80s when shoulder pads were all the rage and the internet was unheard of. Over the next 35 years he worked in libraries as a reference librarian, cataloguer, children’s services and home library service before taking up the role of library manager at Great Lakes Council in 1998.
For 25 years he led his team through all the emerging technologies that were going to be the death of libraries, as well as a major amalgamation of three Councils and their services into MidCoast Council. The amalgamation added community development and disaster recovery to his portfolio – during which time he had to deal with a major bushfire, two major floods, all during a pandemic. There is not a lot about working in local government that Chris hasn’t experienced.
In the latter stage of his career Chris was drawn to the idea of helping other leaders navigate these fairly crazy times. In 2022 Chris began studying leadership and organisation coaching and in 2023 he started his new career in this field. He works with individuals and organisations in a coaching capacity, as well as providing leadership workshops and mentoring.
De-Escalation Skills Development
Dealing with highly agitated customers can cause significant stress for even the most robust employees. During this workshop, participants will learn key techniques and a proven framework for deescalating and defusing highly emotional or angry people.
Without the right skills in place, frequent exposure to angry or emotionally intense situations can result in significant stress for employees and ultimately have a detrimental impact on employee health, wellbeing and job satisfaction. Furthermore, these situations can not only compromise customer service delivery but also be a barrier to achieving optimal organisational outcomes.
This workshop is designed to provide participants with the knowledge and skills they need to help them de-escalate angry people with confidence.
Part 1: Understanding the Psychology Behind Anger
Develop an understanding of the psychology behind anger and how it influences behaviour.
Recognise the root cause behind what causes customers to become angry.
Explore the various factors that can influence someone’s anger expression style.
Recognise the different types of angry people and the variety of behaviours that can surface.
Part 2: How to Apply De-escalate Skills
Learn the importance for non-verbal communication for effective de-escalation (e.g. body language, tone of voice etc)
Recognise common hot buttons & triggers – what adds fuel to the fire vs what promotes calm and rational thinking.
Understand the two hidden psychological needs of angry people and how you can meet them.
Learn a proven De-escalation Framework to help defuse potentially volatile situations:
a. HEART De-escalation Framework
b. Reflective Listening Technique
c. Empathetic Statements
d. Assertive Refusals (saying ‘no’)
Apply learning to relevant case studies/scenarios.
Understand how exit or escalate toxic conversations. Explore some common contentious tactics (more extreme reactions) people use and how to manage them.
Part 3: Self-Management & SelfCare Techniques
Identify some of the potential risks associated with frequent exposure to angry people (the emotional toll)
Learn how to spot the signs and symptoms of stress, compassion fatigue and vicarious trauma early.
Learn proven self-care techniques and coping strategies for protecting personal wellbeing such as:
a. In-the-moment micro self-care practices
b. Post-interaction decompression techniques
c. Boundary setting to preserve emotional and physical energy.
d. Long-term wellbeing protectors
Understand what professional support and resources are available (E.g., EAP, internal supports etc).
PRESENTER – Lee-Anne Nichols
Lee-Anne Nichols leads the Training and Development division at Acacia Connection and is a passionate advocate for all things wellbeing and happiness at work. She has worked with a wide range of organisations across Australia to deliver impactful wellbeing programs that support mentally healthy, high-performing workplaces.
With a specialisation in the science of happiness, Lee-Anne helps individuals and teams apply practical, evidence-based strategies to enhance mental health, resilience, and workplace connection. Backed by a background in behavioural neuroscience research, a Bachelor of Business, and a Master’s in Positive Psychology, she blends scientific insight with real-world application to create sessions that are both meaningful and motivating. Her work is grounded in the latest research—and fuelled by a genuine passion for helping people thrive.