{"@context":"http://iiif.io/api/presentation/3/context.json","id":"https://lyrasis.aviaryplatform.com/iiif/bg2h709w4c/manifest","type":"Manifest","label":{"en":["Social Crisis Management: The Emerging Role of the Information Professional"]},"logo":"https://d9jk7wjtjpu5g.cloudfront.net/organizations/logo_images/000/000/166/original/LYRASIS_Learning.png?1631557479","metadata":[{"label":{"en":["Instructor"]},"value":{"en":["Jennifer Jumba"]}},{"label":{"en":["Description"]},"value":{"en":["\u003cp\u003eCrisis situations arise in all types of libraries and impact users and staff. Information professionals must be prepared to handle situations that can include drug overdoses, sexual assault, neglect, and mental illness, and that can have social, psychological, medical, and legal aspects. Students will explore the issues and possible resolutions to social crisis management.\u003c/p\u003e\r\n\u003cp\u003eLearning Outcomes\u003c/p\u003e\r\n\u003cp\u003eBy the end of this class, students will be able to:\u003c/p\u003e\r\n\u003cp\u003eDiscuss the ways in which social issues impact the safety of users and staff.\u003cbr\u003eInvestigate and identify the social, psychological, medical and legal resources that can be utilized to resolve crisis situations.\u003cbr\u003eEngage in group discussions regarding crisis scenarios and how to effectively handle these situations by developing best practices\u003cbr\u003eInstructor - Jen Jumba\u003c/p\u003e\r\n\u003cp\u003eFor the last nine years, Jen Jumba has worked in public libraries, most recently as Special Projects and Collections Coordinator of Cleveland Public Library. Jen has created and led various initiatives from maker programs to culinary programs and an Entrepreneur Series. She has been responsible for organizing, hosting, and moderating many virtual and in-person author visits.\u003c/p\u003e\r\n\u003cp\u003e In addition to working as a librarian, Jen is also on faculty at San Jose State University’s iSchool. She designed and teaches two courses: Web 2.0 Technologies and Social Media and Crisis Management Scenarios: The Expanding Role of the Information Professional. Along with Dr. Sue Alman, Jen co-taught a Massive Open Online Course: The Emerging Future and then published a book with Dr. Alman, MOOCs Now: Everything You Need to Know to Design, Set Up, and Run a Massive Open Online Course.\u003c/p\u003e\r\n\u003cp\u003eJen received her Master of Library and Information Science from the University of Pittsburgh and her Emotionally Intelligent Leadership Certificate from Case Western Reserve University. She is also on the Continuing Education committee for the Public Library Association and a member of the American Library Association.\u003c/p\u003e\r\n\u003cp\u003eIntended Audience\u003c/p\u003e\r\n\u003cp\u003eState library and/or archives agency\u003cbr\u003ePublic library\u003cbr\u003eAcademic library: 4 year and graduate\u003cbr\u003eSpecial Library\u003cbr\u003eAcademic library: 2 year\u003cbr\u003eGovernment Library\u003cbr\u003eK-12 Library\u003c/p\u003e"]}},{"label":{"en":["Date"]},"value":{"en":["2025-04-25"]}},{"label":{"en":["Language"]},"value":{"en":["English"]}}],"summary":{"en":["\u003cp\u003eCrisis situations arise in all types of libraries and impact users and staff. Information professionals must be prepared to handle situations that can include drug overdoses, sexual assault, neglect, and mental illness, and that can have social, psychological, medical, and legal aspects. Students will explore the issues and possible resolutions to social crisis management.\u003c/p\u003e\r\n\u003cp\u003eLearning Outcomes\u003c/p\u003e\r\n\u003cp\u003eBy the end of this class, students will be able to:\u003c/p\u003e\r\n\u003cp\u003eDiscuss the ways in which social issues impact the safety of users and staff.\u003cbr /\u003eInvestigate and identify the social, psychological, medical and legal resources that can be utilized to resolve crisis situations.\u003cbr /\u003eEngage in group discussions regarding crisis scenarios and how to effectively handle these situations by developing best practices\u003cbr /\u003eInstructor - Jen Jumba\u003c/p\u003e\r\n\u003cp\u003eFor the last nine years, Jen Jumba has worked in public libraries, most recently as Special Projects and Collections Coordinator of Cleveland Public Library. Jen has created and led various initiatives from maker programs to culinary programs and an Entrepreneur Series. She has been responsible for organizing, hosting, and moderating many virtual and in-person author visits.\u003c/p\u003e\r\n\u003cp\u003e\u0026nbsp;In addition to working as a librarian, Jen is also on faculty at San Jose State University\u0026rsquo;s iSchool. She designed and teaches two courses: Web 2.0 Technologies and Social Media and Crisis Management Scenarios: The Expanding Role of the Information Professional. Along with Dr. Sue Alman, Jen co-taught a Massive Open Online Course: The Emerging Future and then published a book with Dr. Alman, MOOCs Now: Everything You Need to Know to Design, Set Up, and Run a Massive Open Online Course.\u003c/p\u003e\r\n\u003cp\u003eJen received her Master of Library and Information Science from the University of Pittsburgh and her Emotionally Intelligent Leadership Certificate from Case Western Reserve University. She is also on the Continuing Education committee for the Public Library Association and a member of the American Library Association.\u003c/p\u003e\r\n\u003cp\u003eIntended Audience\u003c/p\u003e\r\n\u003cp\u003eState library and/or archives agency\u003cbr /\u003ePublic library\u003cbr /\u003eAcademic library: 4 year and graduate\u003cbr /\u003eSpecial Library\u003cbr /\u003eAcademic library: 2 year\u003cbr /\u003eGovernment Library\u003cbr /\u003eK-12 Library\u003c/p\u003e"]},"provider":[{"id":"https://lyrasis.aviaryplatform.com/aboutus","type":"Agent","label":{"en":["LYRASIS"]},"homepage":[{"id":"https://lyrasis.aviaryplatform.com/","type":"Text","label":{"en":["LYRASIS"]},"format":"text/html"}],"logo":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/organizations/logo_images/000/000/166/original/LYRASIS_Learning.png?1631557479","type":"Image"}]}],"thumbnail":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/collection_resource_files/thumbnails/000/271/578/small/GMT20250425-180351_Recording_1920x1080.mp4_1746211350.jpg?1746211352","type":"Image","format":"image/jpeg"}],"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578","type":"Canvas","label":{"en":["Media File 1 of 1 - GMT20250425-180351_Recording_1920x1080.mp4"]},"duration":4956.24,"width":640,"height":360,"thumbnail":[{"id":"https://d9jk7wjtjpu5g.cloudfront.net/collection_resource_files/thumbnails/000/271/578/small/GMT20250425-180351_Recording_1920x1080.mp4_1746211350.jpg?1746211352","type":"Image","format":"image/jpeg"}],"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/content/1","type":"AnnotationPage","items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/content/1/annotation/1","type":"Annotation","motivation":"painting","body":{"id":"https://aviary-p-lyrasis.s3.wasabisys.com/collection_resource_files/resource_files/000/271/578/original/GMT20250425-180351_Recording_1920x1080.mp4?1746211349","type":"Video","format":"video/mp4","duration":4956.24,"width":640,"height":360},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578","metadata":[]}]}],"annotations":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052","type":"AnnotationPage","label":{"en":["Transcript [Transcript]"]},"items":[{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/1","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=0.0,0.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/2","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It'd be interesting to find out. Well, let's go ahead and Shania, do you want to start the recording we'll go ahead and And get on our way.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=0.0,1.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/3","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1.0,3.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/4","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Hi, everyone. Thank you for coming to today's Lyricist Learning webinar, Social Crisis Management the emerging role of the information professional.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3.0,12.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/5","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We're really glad to have you today and I'm excited for this presentation.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=12.0,16.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/6","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just a couple of logistical notes before we begin. You see that Shania has put her information there in the chat. She is our tech support for today.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=16.0,25.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/7","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She is wonderful. If you experience any technical difficulties, please either send her a message there in the chat Or call her at the telephone number that she's provided.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=25.0,35.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/8","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She will get you up and running absolutely as quickly as possible.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=35.0,38.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/9","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We are recording today's presentation. Next week, you will receive a follow-up email that will contain three things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=38.0,47.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/10","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We'll have a link to the recording. It will contain the slides and it will contain a link to an evaluation survey.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=47.0,54.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/11","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you complete that survey, then at the end of the month, we will send you a certificate of participation slash attendance, which you can use if you have any professional development needs that require it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=54.0,66.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/12","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I believe that's everything that I need to tell you before we start. So please allow me to introduce our presenter, who we're very fortunate to have back.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=66.0,75.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/13","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Jen Jumba. For the last nine years, she has worked in public libraries, most recently as special projects and collections coordinator of Cleveland Public Library.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=75.0,84.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/14","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She has created and led various initiatives from maker programs to culinary programs and an entrepreneur series.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=84.0,90.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/15","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She has been responsible for organizing, hosting, and moderating many virtual and in-person author visits.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=90.0,96.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/16","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In addition to working as a librarian, she is also on faculty at San Jose State University's iSchool.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=96.0,102.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/17","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She designed and teaches two courses. Web 2.0 technologies and social media and crisis management scenarios. The expanding role of the information professional relevant to today's Along with Dr. Sue Allman, she co-taught a massive open online course the emerging future, and then published a book with allman","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=102.0,122.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/18","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Moocs Now, Everything You Need to Know to Design, Set Up, and Run a Massive Open Online Course.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=122.0,128.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/19","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She received her Master of Library and Information Science from the University of Pittsburgh and her emotionally intelligent leadership certificate from Case Western Reserve University.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=128.0,137.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/20","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She's also on the Continuing Education Committee for the Public Library Association and a member of the American Library Association.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=137.0,143.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/21","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Please join me in welcoming Jen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=143.0,146.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/22","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Hi, everybody. Thank you, Sam, for the wonderful introduction. I realize I need to update my bio a bit.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=146.0,153.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/23","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I am the manager of the popular department at Cleveland Public Library. So I think it's the only time in my life I can say I've been popular.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=153.0,161.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/24","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But essentially, Cleveland Public Library main campus has subjects and departments and popular just means I have stuff that has been published in the last two years. So the latest and the greatest and the most popular. So I'm super excited to have you all join me. You are basically getting the class that is eight weeks in like 90 minutes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=161.0,181.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/25","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So very fortunate. It's a timely topic. And I'm grateful that you all are here to attend. So I'm going to go ahead and start. I thought what I would do is at the end of each crisis kind of pause to see if there are questions.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=181.0,194.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/26","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then obviously there'll be questions, time for questions and answers at the end.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=194.0,199.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/27","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I'm going to turn off my camera because it always looks a little creepy. I'm trying to look at you and my audience and I'm trying to look at notes and I'm trying to read the slide.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=199.0,207.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/28","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It just looks a little funky. So we'll go ahead and get started.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=207.0,217.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/29","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Why is that not turning off? Okay, here we go.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=217.0,221.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/30","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So essentially today what we'll talk about is how this course came to be at San Jose State University's iSchool. We'll talk about some common situations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=221.0,230.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/31","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the thing that I know how to do is to provide you with techniques on how to handle some of these situations as well as best practices.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=230.0,239.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/32","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So essentially, there's basically four goals in my class and in this webinar. And number one is to increase awareness of these things that happen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=239.0,249.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/33","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To help you all prepare to have tough conversations with supervisors, leadership to advocate for training or policy changes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=249.0,260.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/34","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the final part is to inspire confidence that you all are more than capable of handling these situations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=260.0,269.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/35","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"This is just kind of a review to kind of put it all together in one spot.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=269.0,274.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/36","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So the situations that I plan to talk about today and those that are covered in my class, knowing libraries are community hubs.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=274.0,281.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/37","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That we see a variety of situations in order to teach a two credit class and to do a 90 minute webinar. There's only four that I really cover. One is being unhoused.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=281.0,292.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/38","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The second is sexual assault. The third is substance abuse.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=292.0,296.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/39","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the final one is people who have behavioral issues and or mental illness.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=296.0,302.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/40","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And the origin of this class really comes from lived experiences Those of you who are working in a library setting will understand But when I was working, I had a series of unfortunate events.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=302.0,317.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/41","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Since that title was already taken. That's why we have social crisis management.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=317.0,322.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/42","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It was a series of three episodes one week apart. The first was finding a gentleman who had overdosed in the restroom.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=322.0,332.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/43","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And was blue and not breathing. The second week, a transgender teen came in, said they had been raped the night before.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=332.0,340.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/44","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not on library property, but libraries are a safe space. And so when the police came to interview them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=340.0,347.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/45","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They did not want me to leave. So I had to hear that entire story and then watch a fellow team be let out in handcuffs.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=347.0,355.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/46","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the following week after that, a 10-year-old threatened to kill a five-year-old with a knife.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=355.0,360.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/47","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because she didn't want to leave with her foster mother. So that's really the origin for this class because it was three things in quick succession And I realized I didn't learn any of this in library school. I can't catalog my way out of it. I can't story tell my way out of it. I can't market readers advisory program.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=360.0,379.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/48","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You name it. So having conversations with Dr. Sue Allman, who you heard me mention earlier, Sam mentioned earlier.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=379.0,387.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/49","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We decided to She encouraged me to do a course proposal so Here we go.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=387.0,396.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/50","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if we talk a little bit about those who are unhoused and the term unhoused and homeless.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=396.0,402.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/51","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Kind of goes back and forth. You know, we want to talk a little bit about some of the causes, what the experience is like, and then what the impact that being unhoused has.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=402.0,414.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/52","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So we know from data that there are approximately, and these are only the ones that are able to be counted 653,000 people who experience homelessness. And we know roughly 70% are individuals. The balance, that 30% being families and children.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=414.0,433.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/53","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And there's really two different types of homelessness. Divide them into whether it's chronic, so it's a year Or more, that's roughly 10%, or episodic where anybody who's experienced being unhoused for two weeks to a year, that's considered episodic.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=433.0,452.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/54","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing that's really interesting to note, and I know we are not supposed to judge what we see, just like we never judge book covers, right, as to whether or not it'll be a great book to read.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=452.0,462.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/55","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Roughly half of the people who are unhoused do not look unhoused.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=462.0,466.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/56","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And only a third of them are mentally ill or have substance abuse issues. And I know we tend to stereotype with certain things.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=466.0,473.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/57","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But I think it's fair to be aware that we really don't know unless somebody tells us what's going on in their life.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=473.0,481.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/58","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So some of the trends that we've seen that accounts for those being unhoused, we've seen an increase in mental illness I think we can all agree that COVID was really a tipping point for many people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=481.0,492.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/59","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We've seen an increase in the number of women and children who were seeking shelter and seeking a place to live. We've seen an increase in public drug use.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=492.0,502.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/60","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And this is the most surprising trend is the increases in the number of people who are underemployed.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=502.0,508.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/61","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Meaning they have a job that they just can't afford based on that job.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=508.0,513.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/62","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To live in a house or housing situation.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=513.0,518.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/63","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And that's really sad. And there was a book recently published, There's no place for us to go which accounts and talks about this and how scary it is.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=518.0,528.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/64","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So part of the reason why people become unhoused you know their income and affordable housing affordable Some people are escaping violence and some people it's a health issue. For example, they have a catastrophic health crisis and the number of bills that are associated with that, they end up losing their job and then they end up losing their place to live.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=528.0,552.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/65","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So Ryan Dowd, I'm sure you're all familiar with his work, manages the Heset House in Chicago, a homeless shelter.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=552.0,558.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/66","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And he has a really great training session on what it feels like to be homeless.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=558.0,563.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/67","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so I think it's important that we understand where somebody's coming from so we can figure out as librarians how best to help them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=563.0,571.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/68","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So we know those who are unhoused, it's exhausting. It's also boring. You lack privacy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=571.0,580.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/69","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Your possessions become incredibly important. It's dangerous. They don't trust. There's a lot of low self-esteem and part of it comes from, if you think about if you've ever been walking around and seeing somebody who's unhoused.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=580.0,594.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/70","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They're sitting on the ground and they're panhandling. Somebody is looking down on them all day long.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=594.0,599.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/71","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"My department is going through the process In library world, we don't say remodel, we say reimagined.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=599.0,606.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/72","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And one of the things, because they work downtown in Cleveland in an urban setting, is advocating for lockers.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=606.0,613.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/73","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because there are a lot of unhoused who come into the library and they should have a place to be able to stow their belongings And to not feel identified or even have the weight of those every time they need to use the restroom or they need to go look for","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=613.0,628.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/74","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Other material or use another part of the library, they have to take all of that with them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=628.0,633.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/75","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I think, what would I take with me and just realizing that's a hard decision to make and then to have to have that with you at all times.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=633.0,641.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/76","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And be vigilant so that somebody doesn't come and take it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=641.0,646.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/77","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We know that the impact of those who are unhoused has a tremendous impact on our healthcare system.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=646.0,653.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/78","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's an impact on mental health. It has an impact on local economies if there are a lot of people who are unhoused and panhandling near particular shops, restaurants A lot of people don't feel comfortable going. So that impacts the economy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=653.0,668.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/79","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We know sometimes law enforcement is diverted to handle something that relates to somebody being unhoused. And then we also know because they're living outside and doing the things that human bodies do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=668.0,681.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/80","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That there's a lot of runoff and disease associated with areas and encampments.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=681.0,688.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/81","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So when you think about best practices. I think it's really important that you treat somebody in your library who is unhoused The same way you would treat anybody else and being consistent and being fair.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=688.0,702.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/82","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think it's really important that we recognize the value that libraries have for those who are unhoused.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=702.0,709.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/83","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is a place that is warm if it is cold outside, it is cool. If it is hot outside, it is dry. If it is raining outside.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=709.0,718.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/84","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is a safe place. It's really important that you take the time to kind of get to know them, get to know their names, introduce yourself. I could tell you all the names of those who are unhoused in my library.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=718.0,730.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/85","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You all know this. They have incredible stories. They have incredible skills.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=730.0,737.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/86","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just last Saturday as part of a nonfiction book discussion, we discussed Evicted.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=737.0,744.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/87","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Turned out somebody in that group had been unhoused for the first 16 years of her life, along with her parents in brothers. So you just don't know somebody's story. Sometimes you can employ the help of their peers. So there's a couple that comes in","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=744.0,760.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/88","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And he was asking me if I had seen her. He hasn't seen her in three days. He's worried about her.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=760.0,767.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/89","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, or sometimes she comes in and she's a little bit frustrated and a little bit aggressive and with her language.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=767.0,776.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/90","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I can say, hey, Kurt, can you go talk to Pat?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=776.0,780.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/91","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yeah, not a problem. Also understand that sometimes they raise their voice And so doing that back is not necessarily a good thing. It doesn't mean that they're angry or upset with you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=780.0,792.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/92","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's just sometimes they have to project an image posture kind of like teens sometimes do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=792.0,800.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/93","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So those are some things I think that can be really helpful.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=800.0,804.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/94","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And making sure that your library is a safe space and also a welcoming space, no matter what somebody's doing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=804.0,812.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/95","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really important that you're equal and fair. There's a code of conduct that every library has and You should be treating them no different than you would with a mom that comes in with kids or a bunch of teens or a bunch of other young adults.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=812.0,828.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/96","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just be consistent. I think that's really, really helpful. Make eye contact with those who are unhoused. Those individuals don't touch. Part of it is just not, but their heightened sense of safety and wanting to defend.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=828.0,847.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/97","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, don't tell anybody, but you are not allowed to sleep in my library. And I have those who are unhoused who do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=847.0,855.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/98","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I'm fine. I normally will just like tap on the desk where they're sitting ask them if they're okay and then let them resume catching some sleep.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=855.0,864.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/99","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Where it's safe. If you're going to say something to them, be discreet. Hey, can I talk to you over here for a second so that you don't embarrass them in front of their peers?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=864.0,876.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/100","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You treat them with respect, use their name. You know, if they for some reason Do not follow your code of conduct and you have to ask them to leave. It's not like you're being kicked out forever. Just say, you know, try again tomorrow.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=876.0,889.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/101","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, we have somebody who loves to drink cane sanitizer because she's an alcoholic.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=889.0,894.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/102","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And sometimes being drunk and doesn't follow the code of conduct and it's have to ask you to leave for today, but that's okay. Try again tomorrow.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=894.0,903.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/103","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then it's perfectly acceptable to recommend resources if they're open to it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=903.0,909.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/104","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it doesn't have to be like this big drawn out presentation, but simply a flyer that you can pass to them discreetly and say, hey.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=909.0,917.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/105","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In case you need help with this, here are some places you can go.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=917.0,920.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/106","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a humbling process to work in a library setting such as this, but I think as librarians, we always tend to lead with kindness and compassion.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=920.0,931.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/107","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And without judgment. So I'm going to pause to see if there happen to be any questions before I move on to the next.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=931.0,939.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/108","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Section.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=939.0,943.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/109","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I don't see any that have come in so far.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=943.0,946.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/110","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, perfect. Thanks, Sam. Okay, so the other topic is sexual assault.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=946.0,954.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/111","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We'll talk a little bit about how often this happens, who tends to be at risk.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=954.0,958.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/112","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What are some of the warning signs that you should be aware of? And then again, the impact.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=958.0,964.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/113","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So these statistics are absolutely sobering. Every 68 seconds, somebody is assaulted sexually in the United States. One in six women, one in 33 men.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=964.0,976.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/114","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And probably the most heartbreaking is every nine minutes it's a child.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=976.0,983.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/115","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So when we look at who's at risk, tends to be younger, 12 to 34, a lot of college students, women in particular, three times more likely if they're aged 18 to 24.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=983.0,995.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/116","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then 21% who are transgender. So if you happen to be working in a library, whether it's a school library, an academic library, public library, and you see teens.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=995.0,1010.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/117","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Some of the things to look for. You might see signs of depression and anxiety.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1010.0,1016.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/118","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Keeping in mind we are not to diagnose as librarians, but we can see signs if they're failing grades.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1016.0,1024.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/119","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you notice a change in their weight, whether they're gaining or losing or a change in their appetite, you would always host a teen trivia program and you'd have pizza because we know teens love pizza and that's a big way to get them to come to programs and then they end up having fun","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1024.0,1039.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/120","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you see somebody who would normally, you know. Kind of fend off other kids not wanting to eat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1039.0,1045.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/121","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Drinking, drug use, hygiene or fashion tends to change all of a sudden you know they're looking like they could use a change of clothes or a shower or have indicated any type of self-harming behavior.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1045.0,1063.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/122","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"College aid students, it's pretty much the same thing that you're looking for.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1063.0,1069.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/123","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Market difference with college students as you might see them avoiding places that they tend to typically go on campus.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1069.0,1078.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/124","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So the impact of sexual assault a lot will end up with PTSD.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1078.0,1084.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/125","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or suicide or attempt suicide, you'll see perhaps an increase in using drugs.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1084.0,1092.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/126","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You'll see their relationships suffer. And one of the things that we know is that there is a lack of reporting, which is really kind of sad.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1092.0,1105.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/127","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So some of the best practices, the things to think about is moving to a discrete area. This isn't something that you want to confront them with on the floor, so to speak, in library world. That's how we talk. And you never want to do that alone. You never want to put yourself one-on-one in a situation with a teen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1105.0,1126.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/128","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if you want to take a colleague, that would be helpful.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1126.0,1132.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/129","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Whoever the personnel is that works within your library setting. If you happen to have protocol where there's somebody who's known as a person in charge or a manager in charge makes sure They are notified. And then depending on what your library setting is, there will be protocol at Cleveland Public Library. They're called","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1132.0,1153.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/130","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Sir reports, a security incident report. When I worked at Cuyahoga County, they were just called incident reports. So whatever that language is.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1153.0,1162.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/131","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's important that you follow that protocol to document that it happened. The other thing that we face as public facing librarians is sometimes the sexual assault My gosh, easy for me to say, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1162.0,1178.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/132","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Sexual harassment. So if somebody says something to you that borders on or is blatant sexual harassment.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1178.0,1187.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/133","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are things that you can say. You can say that's inappropriate. I need you to stop.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1187.0,1192.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/134","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A lot of times a lot of times we think we just have to kind of take everything because we're serving the public.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1192.0,1200.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/135","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not true. You can also say if you continue to swear at me, I will hang up, I will walk away.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1200.0,1207.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/136","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then communicate with your supervisor. I manage a team and have for several years and it's really important. And I tell my team.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1207.0,1216.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/137","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"All the time, I can't fix what I don't know. And I will always have your back so long as you can explain to me why you did what you did.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1216.0,1225.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/138","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I will have your back and I will support you and encourage you and defend you. It is not okay to be treated like that. And sometimes It might not even be sexual harassment. It might just be you just for whatever reason, don't click with that person that you're helping.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1225.0,1241.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/139","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"For whatever reason, we've all been there. It's okay to ask for another colleague to help.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1241.0,1248.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/140","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Recognize, though, when it comes to sexual harassment, it is serious and it is not okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1248.0,1254.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/141","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is not somebody just being funny. It's not somebody being dirty or a pervert.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1254.0,1259.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/142","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is important and we don't deserve to be treated like that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1259.0,1263.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/143","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So simple. That's inappropriate. I need you to stop. You can simply say.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1263.0,1268.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/144","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know what, I'm just going to step away from a minute. I'll be right back and you can get a supervisor. You can get a colleague to see if that person will help.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1268.0,1276.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/145","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But you do not tolerate it. Okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1276.0,1280.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/146","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I'm going to pause before we hit substance abuse to see if there are any questions.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1280.0,1287.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/147","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In the chat. Okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1287.0,1288.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/148","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There is a question. This may be out of scope of this presentation, but what if the person perpetrating the sexual harassment is on your board?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1288.0,1301.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/149","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Oh. I think depending on your position, I would go to your supervisor and explain the situation. The other thing that's really important and I know that makes it really awkward, but just because they're a board member doesn't give them the right to treat you that way.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1301.0,1321.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/150","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing that I always tell my team is that when you are documenting something.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1321.0,1327.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/151","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Document the exact language that is used. It gives you a lot more credibility, even if it has language that we're not allowed to say during a webinar or on the radio.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1327.0,1339.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/152","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really important that you document that. Man, a board member.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1339.0,1346.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/153","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I'm shaking my head. You can't see them off camera. But yeah, talk to a supervisor and explain and it's easy or when you say on this day at this time This is what they said on this day at this time. This is what they said.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1346.0,1362.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/154","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Versus, oh, you know, the board members always saying stuff that's inappropriate. That's a little too generic But having dates and times and what was said will lend credibility and they will have to act. And then to cover yourself I would send an email to your manager after you have the conversation, say, I just wanted to recap the conversation we had about some of the inappropriate things that","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1362.0,1388.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/155","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Board member so-and-so said. And leave it at that. Now you have a paper trail which I hate that we have to think in those terms, but just to protect yourself.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1388.0,1399.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/156","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And for things to be and people to be held accountable.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1399.0,1404.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/157","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Does that help?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1404.0,1408.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/158","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Say, yes, thank you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1408.0,1412.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/159","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You're quite welcome. And again, that's horrible and I'm really, really sorry.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1412.0,1418.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/160","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, we'll move on to substance abuse. So I know most of you are probably familiar with alcohol abuse and marijuana abuse, but fair to say one of the most dangerous issues that we're facing today is opioids.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1418.0,1435.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/161","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So we'll talk a little bit about how it's a national crisis. We'll talk about how they work.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1435.0,1440.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/162","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Signs and symptoms of distress. We'll talk a little bit about Narcan and then we'll talk through some best practices.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1440.0,1448.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/163","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So, you know, since 1999, there have been almost a million deaths Because of opioids. 75% of those have involved an opioid.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1448.0,1459.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/164","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And each year we're seeing an increase by 30%. And there's a grim statistic that talks about the chances of having an accidental overdose from an opioid are now greater than dying in a car accident.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1459.0,1475.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/165","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So it is pervasive. It is everywhere. Sam Quinones wrote a book called Dreamland, which really talks about this crisis and It's multifaceted.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1475.0,1486.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/166","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And so none of these situations that I'm talking about today are black and white and have concrete answers. Like if we just do this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1486.0,1494.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/167","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Then this will never happen again. Unfortunately, things are layered and they're multifaceted and they need a bigger approach where different parts of the community come together to have a collective impact.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1494.0,1509.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/168","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So let's talk a little bit about how opioids work, right? So they work on areas of your brain.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1509.0,1517.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/169","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That control pain and generate emotions, right? So obviously you take an opioid and you feel fantastic.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1517.0,1525.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/170","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So people want to chase that. Now I should tell, I used to be a pharmaceutical rep, spent about eight years doing that. So when I talk about half-life, that essentially is how long you need to be taking a drug or how often you need to be taking a drug","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1525.0,1544.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/171","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"For it to build a steady state in your bloodstream. You think about if you've ever had a cold and they give you antibiotics and you have to take them three times a day, or if you're a ZPAC fan.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1544.0,1554.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/172","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That takes time to build to fight the infection. So the thing with fentanyl, which is incredibly potent.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1554.0,1564.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/173","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Is that it has a very short half-life where you need to be taking fentanyl eight times a day in order to maintain that steady state that part of your brain where you've experienced no pain and you're just ridiculously happy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1564.0,1576.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/174","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Why people switch from fentanyl to heroin is because heroin has a longer health half-life. You need to take it two to four times a day And heroin is ridiculously cheap compared to fetch.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1576.0,1589.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/175","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To fentanyl. So this is a little bit about how they work and why people become addicted to them so quickly.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1589.0,1598.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/176","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if we look at some of the statistics 75% of new heroin users were first addicted to pain pills.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1598.0,1606.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/177","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it's roughly like an innocent start. It's, you know, a quarterback who has a knee injury. It's a gymnast who twists an ankle.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1606.0,1615.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/178","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A baby boomer who had a hip replacement It starts innocently, but it quickly spirals to the point where in 2022, which is the most recent data I was able to find.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1615.0,1630.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/179","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Roughly 224 people are dying every day because of an overdose.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1630.0,1635.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/180","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We know that roughly 10 million misuse it every year. The thing that is just absolutely amazing is that in the United States, we consume 80% of the supply.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1635.0,1648.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/181","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Of opioids. We see a huge increase in treatment admissions, roughly 7,000 people a day will go to the ER because they have overdosed.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1648.0,1659.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/182","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And we also see an increase in hepatitis C and HIV AIDS, and that's because people are sharing needles.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1659.0,1670.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/183","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just said that, so sorry. Talk a little bit about the impact that opioids have. We know that there's an impact on the foster care system because either a parent has passed away or is in jail.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1670.0,1686.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/184","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We know that babies are born with NAS or neonatal abstinence syndrome.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1686.0,1692.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/185","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We see an increase in medical costs. I mean, if you think about 7,000 people a day going to the emergency room because they accidentally overdosed.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1692.0,1700.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/186","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a challenge and it's only growing. We also see an increase in the toll it takes on emergency personnel to respond. First responders are responding to somebody who overdosed. I know the ones that I've talked to say that sometimes they'll go back to that same person","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1700.0,1717.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/187","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Twice or three times in the same day. We also see a decrease in labor force because this is striking people kind of in the prime of their life or their prime earning years.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1717.0,1728.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/188","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So that becomes a big challenge. The other thing is the toll it takes on grandparents. We see a lot of grandparents raising kids because their parents are no longer available to raise them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1728.0,1746.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/189","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So let's talk a little bit about opiates. Opiate users. And if they're under the influence and what you really need to look for.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1746.0,1756.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/190","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's different than being drunk. If somebody is under the influence of opioids, their face is kind of slack.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1756.0,1764.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/191","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Somewhat flush so they kind of stand there with their mouth kind of open They respond very slowly.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1764.0,1772.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/192","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you say something to them and you watch them try to move, it's like ridiculously slow.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1772.0,1778.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/193","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Unnaturally slow. Their speech is sometimes slurred. If you look at their eyes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1778.0,1787.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/194","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Their pinpoint pupils versus if you're drunk or they're dilated. Their pulse is very slow and you'll see them start to feel itchy and so they'll start scratching at their forearms.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1787.0,1802.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/195","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Also, if somebody is on opioids, they will fall forward, drunk you fall backwards.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1802.0,1810.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/196","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So sometimes what that might look like in your library setting is you see somebody who's either standing at the reference desk and they're kind of like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1810.0,1819.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/197","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"With the open jaw, they start itching. They're trying to ask for something, or perhaps you have public computers, you see them slumped over You know, they'll say they're tying their shoe. I mean, I've heard it all But important to recognize.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1819.0,1839.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/198","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The distinction between somebody just being drunk and somebody who is on an opioid.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1839.0,1847.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/199","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if they are in distress, one of the things that you'll notice is their nails or their lips will start to have a bluish hue.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1847.0,1856.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/200","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You'll start to hear them having trouble breathing. A weak pulse, they become extremely drowsy Sometimes there's a repeated loss of consciousness And they'll fall forward, which is the young man that I found in the restroom, blue.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1856.0,1875.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/201","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not breathing. And then every once in a while there would be like a raspy breath very weak pulse.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1875.0,1882.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/202","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And he had fallen forward in the restroom. I wouldn't wish that on anybody, but it's kind of what propelled the class so that we can now be aware that these things happen and have plans and protocol in place so that we can help people and at the same time maintain safety.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1882.0,1903.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/203","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So this is to me probably one of the most surprising slides is looking at how much fentanyl is considered to be fatal, and this is on the head of a penny.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1903.0,1914.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/204","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's not very much. And then we see carfentanil. Which is it's like to the nth degree an even smaller amount.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1914.0,1922.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/205","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So really important that you're aware of these things. There's a whole debate about Narcan. My first responders, when I've talked to them because I called, I didn't recognize it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1922.0,1937.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/206","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"For an opioid overdose at the time. I just thought it was a medical issue.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1937.0,1942.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/207","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So my first responders have instructed me to wait Because sometimes somebody is very angry that you just took away their high.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1942.0,1954.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/208","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When you administer Narcan. It is a big debate in libraries right now, brings up lots of questions and that's something that you need to talk to your respective library settings with as to should you have it in your library? Should staff be trained?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1954.0,1971.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/209","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Do they have to use it? Where is it located? What are the legal issues and the Good Samaritan laws in your particular state?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1971.0,1979.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/210","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Where I work now because I'm in an urban setting, all of our we call them SPS, so safety and protective services officers have Narcan on them Some libraries have gone on to distribute Narcan for free.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1979.0,1994.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/211","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To people. So it just depends on your library setting. And what you're comfortable with.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=1994.0,2003.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/212","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So… I think the most important thing when we look at best practices is to remain calm It can be incredibly scary to see somebody in distress, not breathing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2003.0,2017.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/213","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Blue very young. But really important that you wear gloves.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2017.0,2023.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/214","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And have gloves with you. No matter where you are at your reference desk, at your CERC desk, at another service point, you should always have access to gloves. You don't want to have to be the person that sees something and then goes all the way to the back","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2023.0,2038.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/215","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To the first aid kit and then has to come all the way back We are librarians, we are helpers. The first thing we want to do is intervene.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2038.0,2045.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/216","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really important to wear gloves. The gentleman that we found had a needle and two grams on him and we were very lucky that when we pulled him out of the stall to flip him So that they could start CPR.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2045.0,2058.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/217","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Which is what I thought it was a medical issue. That we did not.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2058.0,2063.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/218","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Get stuck. I think it's also really important when you're in a crisis and this is regardless of whether or not it's a crisis with a drug overdose or another medical thing is to delegate action steps and by Can't be like, oh, I need somebody to go get the defibrillator. I need somebody to go stand by the front door so that when EMS comes, you can direct them to where we are.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2063.0,2089.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/219","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yeah, you guys need to step away. It's really best practice to say, you know, Sam, I need you to go stand at the front door so when EMS comes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2089.0,2099.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/220","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, Shania, I need you to call 911. You, I need to clear the crowd.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2099.0,2106.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/221","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really important. And then it begs the question of after the incident has been resolved.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2106.0,2113.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/222","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To report and follow the protocol within your library and also recognize too that part of that involves media. Hopefully you all have somebody in marketing, communications, whatever department that would handle any inquiries.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2113.0,2129.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/223","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Also that extends to customers who are curious who wants to know what's happening.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2129.0,2135.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/224","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And the easiest thing to do is to say to them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2135.0,2138.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/225","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We had a medical emergency. Our staff was prepared and trained on how to handle this And the person is getting the help they need. You don't need to give names. You don't need to say, oh yeah, they overdosed or","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2138.0,2149.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/226","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Oh yeah, they, you know, their wrists were cut. You don't need any details. You would want privacy so that privacy extends to customers as well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2149.0,2160.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/227","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then, you know, another best practice is just to check up with one another, those who were there and experienced it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2160.0,2168.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/228","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Those are your colleagues, check in with them and know that there's always eap employee assistance programs.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2168.0,2176.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/229","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I will tell you after my series of three events, I ended up with PTSD and didn't know what it was.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2176.0,2183.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/230","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I thought that PTSD was for those who went to war or were first responders.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2183.0,2189.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/231","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Had no idea. And I didn't realize it was a problem until I couldn't read.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2189.0,2195.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/232","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I mean, I wasn't hungry. You know, I wasn't i was like I would flinch every time I heard a bang or a noise that would just startle me.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2195.0,2206.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/233","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"First responders would come in just to pick up holds or to talk to the kids.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2206.0,2210.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/234","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I would be twitchy. Lost a lot of weight.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2210.0,2215.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/235","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because I wasn't eating, wasn't really sleeping. But when I couldn't read, that's when I knew something was up. So whatever your tell sign is in terms of when things aren't right, pay attention to that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2215.0,2225.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/236","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And get the help that you need. Makes a big difference.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2225.0,2232.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/237","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So I will pause there before we head on to the next to see if there are any questions.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2232.0,2240.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/238","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I am looking in the chat to see if I see any.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2240.0,2244.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/239","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Doesn't look like any have come in for this section.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2244.0,2248.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/240","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, perfect. We will move along to behavior issues or mental health.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2248.0,2256.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/241","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And oftentimes I think how we communicate It's important to know, and this is not probably news to you, but is it a combination of things? It is a combination of our body language, our tone of voice, our word choice","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2256.0,2270.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/242","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are six universal emotions. So it doesn't matter where you are in the world people will be able to know if you're angry or if you're happy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2270.0,2278.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/243","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then the other thing is looking at empathetic listening. So we'll talk about this statistic about 55, 38, 7. This was done back in 1971 at UCLA with a psychology professor, Moravian, and Some beg to differ on this, but I think the takeaway","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2278.0,2299.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/244","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Is still the same, that 55% of what we communicate is from our own body language.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2299.0,2306.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/245","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"38% is our tone of voice and 7% are actually the words that we say.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2306.0,2312.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/246","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So whether those percentages are a little bit different, I think it's just the takeaway is be mindful how you approach somebody with your body language, your tone of voice.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2312.0,2322.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/247","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Makes a difference. So we also know as human beings that we have conscious and unconscious movements and postures.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2322.0,2332.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/248","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Which translate to attitudes and feelings that are perceived by others that we are around.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2332.0,2339.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/249","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So we also know with body language, it indicates a lot of things, indicates mood.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2339.0,2344.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/250","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Indicates meaning or perhaps motive. And I bet if I asked you all right now to stop and think about each one of those things, you could think of examples of body language. Somebody doesn't have to say a word, but you can already tell what kind of mood they're in.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2344.0,2359.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/251","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Right. Or somebody is saying something And based on their body language, whether their hands or their their head nodding along, you could understand what their meaning is.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2359.0,2369.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/252","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And then same thing with motive.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2369.0,2376.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/253","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So here are the six universal facial expressions. Go anywhere in the world and you can tell when somebody's happy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2376.0,2382.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/254","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You can tell when somebody is sad You can tell when somebody is like fearful. You can tell when somebody is disgusted You can tell when somebody's surprised or you can tell when somebody's angry.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2382.0,2393.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/255","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So this is the great thing about us being human beings is that we have the opportunity to understand each other more than we think we do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2393.0,2401.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/256","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And this comes from actually Darwin, and he was one of the first people to make these claims about universal facial expressions.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2401.0,2410.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/257","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In his book, The Expressions of Emotions in Man and Animals.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2410.0,2415.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/258","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So let's talk about the different parts of our body and the language that they communicate, whether it's our heads, our eyes, our mouth, our arms.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2415.0,2424.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/259","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if we think about our head, you think about when somebody's talking and you see somebody nodding.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2424.0,2430.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/260","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And that can either be somebody that's slow, like, okay, yeah, I think I understand, or somebody who's nodding really fast, like, yeah, yeah, yeah, let's go, let's go. I get it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2430.0,2438.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/261","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or if perhaps their head is tilted. So if somebody's nodding, typically tends to demonstrate that they're in agreement with you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2438.0,2448.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/262","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Slow nod, they're kind of learning, kind of curious FastNot could just be let somebody's impatient if their head is somewhat tilted, it tends to be very non-threatening. It tends to be that thoughtful, they're considering saying something, they're a little bit curious.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2448.0,2470.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/263","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If I asked you what these three girls were indicating? Yeah, the one in the middle looks like she's kind of smirking, but the one on the left Not happy. So hands, you know, you see people talk a lot with their hands. If somebody is talking and their hands are up.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2470.0,2488.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/264","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That tends to indicate that they are being truthful. They're being honest and they are appealing to you, to your senses or to your you know, judgment.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2488.0,2499.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/265","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Amy Cuddy, one of my favorite people. She talks about having the Wonder Woman pose that signals confidence.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2499.0,2509.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/266","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"She does a great TED talk about how body language influences communication.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2509.0,2515.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/267","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And she even talks about how if there's something coming up that you're kind of nervous about, you have to lead a book discussion or have to present a webinar for lyricists or there's something else that you want to kind of instill some confidence is to stand with the Wonder Woman pose","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2515.0,2534.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/268","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Kind of build some confidence and then move forward. Thinking about eye contact, right? Eye contact is one of the most important things. Our eyes tell so much.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2534.0,2546.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/269","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And we have, as human beings, this highly developed sense of being able to look at somebody else's eyes and kind of have a better awareness direct eye contact.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2546.0,2560.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/270","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Tends to show that somebody is interested. If their eyes tend to widen tends to indicate that what you're saying is appealing or interesting.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2560.0,2572.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/271","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We've all rolled our eyes at some point. Typically indicates frustration or somebody's rubbing their eyes could mean that they just can't believe what is being said. They're upset or perhaps they are just Tired.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2572.0,2591.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/272","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Think about the mouth. When somebody is smiling, you can tell if somebody is genuinely smiling or if it is a fake smile. And if somebody is smiling genuinely, you tend to see their eyes crinkle at the sides.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2591.0,2607.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/273","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Versus a fake smile just doesn't employ those same muscles. If somebody is tight-lipped.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2607.0,2615.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/274","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Typically secrecy, right? They're holding something back If they tend to be biting their lip, oftentimes they're a little bit stressed or tense.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2615.0,2625.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/275","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If they're pursing their lips, they could be either thoughtful Or they could be upset.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2625.0,2634.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/276","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Here's the thing that's really important. Tone of voice, right? Roughly 38% if we're using Moravian's graph from the 70s.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2634.0,2643.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/277","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really important if you think about your tone of voice, the pace by which you say things like I could talk really fast and be really annoying Or I could talk really slow as if I think you're not going to understand.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2643.0,2661.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/278","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Don't do that. Talking really loud at you versus, oh, I'm just going to talk a little bit.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2661.0,2666.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/279","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Makes a big difference. The inflection, the pitch of your voice If your voice tends to be high pitched in order to be heard, sometimes they say if you can aim a little bit lower, that would be good.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2666.0,2678.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/280","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"One of the jokes about, you know. Husbands and wives is that husbands don't hear what their wives are saying. And it's because we as human beings, when we start to lose hearing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2678.0,2690.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/281","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Which just is a part of aging, we tend to lose the higher pitch tones first.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2690.0,2695.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/282","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So they genuinely can't hear. So I won't tell you that my mom talks like this to my dad, but at any rate.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2695.0,2703.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/283","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It makes a difference. You've all had to make phone calls at some point.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2703.0,2708.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/284","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To customer service for something and you can always tell the kind of experience you're going to have based on the person who answers the phone and their tone of voice.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2708.0,2716.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/285","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So other thing that's important to note about body language is the theory of the three C's.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2716.0,2723.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/286","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Context, congruence, and cluster. Context, right? So those girls that have their arms folded, if you see somebody like that, that doesn't necessarily mean that they're angry and they're hostile.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2723.0,2734.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/287","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Could just mean that they're cold, right? Congruence tends to be or what they saying out loud mimicking the body language. Like, am I talking to you and agreeing with you and nodding my head?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2734.0,2748.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/288","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or am I talking to you, agreeing with you and shaking my head the whole time, right? Those two things are incongruent.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2748.0,2756.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/289","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"What you're saying that 7% of words versus body language. And then cluster, looking at things that align together.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2756.0,2764.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/290","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In terms of body language.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2764.0,2768.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/291","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"One of the things that I will say when it comes to body language is to be sensitive to to people. There are people who are neurodivergent. There are people who are from other cultures and other lived experiences where those might not be the same way they express themselves and that's okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2768.0,2788.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/292","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And the other thing I will say is that Just because you see somebody's body language does not mean that that's what you take it to mean without a follow-up question.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2788.0,2800.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/293","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Somebody has their head tilted when you're talking It's no worries to say hey, you look like you're interested in something you know um What are your thoughts? Or if somebody is doing something, you can say, oh, like, you know, is it chilly in this room? Do you need me to turn up the heat?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2800.0,2819.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/294","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are things that you can do that just because somebody's body language is expressing something that you think based on I'm painting with a broad brush here, like a bell-shaped curve There are always going to be outliers, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2819.0,2834.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/295","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Taking that next step to use a clarifying question makes a lot more sense than just to assume that because you see them with their arms crossed, that they're hostile. So then you go into the thing with a hostile attitude or trying to defend when that person simply was cold, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2834.0,2852.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/296","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Kind of put it all together. And you'll be incredibly successful.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2852.0,2859.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/297","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing that's really important, and I think you all know who Steve Albrecht is, his dad worked in the world and really talked about customer service. And he talks about like the seven sins of customer service.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2859.0,2875.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/298","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because I firmly believe that most people who have behavioral issues as we encounter them in a library setting.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2875.0,2883.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/299","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And even people outside of a library setting things that we can do in a library in terms of delivering good customer service.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2883.0,2892.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/300","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Keep things from really escalating, right? So the things that you should never do, you should never be apathetic.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2892.0,2899.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/301","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They get customers really upset. They came in they this book that they need to do this research project and it's not in And you're like, well, well, you can try again tomorrow. Oh my God, that's awful. Or you just brush them off like, yeah, no big deal.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2899.0,2913.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/302","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or if you're cold, not really welcoming, like, oh my gosh, yeah, I understand that that has to be really stressful. Let me see what I can do to help.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2913.0,2921.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/303","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you're condescending, like, did you not send this library location to be the pickup?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2921.0,2926.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/304","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Not really good. Or if you're a robot about it You can always tell, you know, the please fasten your seatbelts. Please don't, you know, exit till the ride has come to a complete stop.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2926.0,2938.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/305","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or the rule book. Nobody wants to hear about the rule book. Or you give somebody the runarounds and you're like, oh, no, I'm the librarian. That's a Cirque issue. And then you send them to Cirque and then CERC sends them back so that they can reorder the book.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2938.0,2952.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/306","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Don't give somebody the runaround. Think about how you've been treated poorly As a customer and vow never to do that to your customers or patrons or students.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2952.0,2961.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/307","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So there's a quote. A code of quality service that he talks about, which is kind of the anti seven things and that is greeting each person.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2961.0,2973.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/308","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Being sincere. Think about being how you can solve problems and then thank people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2973.0,2980.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/309","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So really important. Somebody doesn't need to be When they walk in, hey, how are you doing? How's this? Do you have any questions about how to do a research paper or database? Do you know we have kids cafe, a meal after school for kids? And we have a program coming up and then we have an author and then there's the two.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2980.0,2997.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/310","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Like makerspace that we can do things. I don't need all that. Sometimes it's just a simple good morning. It's a smile. It's a head nod, right? And be sincere about it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=2997.0,3006.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/311","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's important for people to feel seen. And when they feel seen, they're less likely to do things that are against the code of conduct.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3006.0,3015.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/312","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And look at how you could solve their problems. And there's always discretion involved you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3015.0,3021.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/313","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Expressions and things to say, which we'll get to in a little bit, and then thank them. Hey, thanks for coming in. Thanks for using the library, you know, or thanks for checking out that book, or I hope you enjoyed that book or movie. I can't wait to hear more about it type of thing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3021.0,3036.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/314","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just feeling seen and feeling welcomed. And we know in today's day and age that people people are doing more with less, right? You walk into a store, how long do you have to wait in lines now because they don't have enough people to check everybody out, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3036.0,3054.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/315","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So they've done the alternative where you can check out yourself.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3054.0,3058.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/316","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just think about the good experiences that you've had. And replicate those.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3058.0,3064.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/317","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So here's the interesting thing. If something good happens to you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3064.0,3068.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/318","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You're likely to tell two people. Something bad happens to you, you have a bad customer service experience, guess how many people you're telling?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3068.0,3077.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/319","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"56, right? Bad news travels faster than good news. So really important you work really hard So, you know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3077.0,3086.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/320","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I mean, two people is better than zero people, but you definitely don't want to be in that category of 56 people heard how awful the service was because of this, this and this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3086.0,3098.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/321","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing that's really important to think about, Steve and Covey says that most people do not listen with the intent to understand They listen with the intent to reply.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3098.0,3109.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/322","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And this is where the skill set of empathetic listening comes in because oftentimes When a customer comes to us, patron, student, whatever your audience is.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3109.0,3120.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/323","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You're already thinking about, oh my God, how am I going to handle this? What am I going to do instead of just taking the time to listen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3120.0,3127.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/324","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So empathetic listening is also active listening, letting that person be heard without interrupting Being very patient. Again, this is where your body language of like nodding your head, like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3127.0,3139.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/325","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Shows that they're being heard. You can say things like, I see.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3139.0,3143.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/326","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You can summarize back. Without input.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3143.0,3148.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/327","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It helps when you let them just kind of vent provided that it is not harassment or being treated poorly.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3148.0,3156.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/328","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"None of that is appropriate here. But when somebody feels heard that their frustration and what they're trying to do and how it didn't work and all the other things that happened to them to get here This is like the straw that broke the camel's back tends to decrease","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3156.0,3171.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/329","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Their defensiveness, right? And it helps to build trust. So they're more open to solutions that you come up with.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3171.0,3178.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/330","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"All because you actively listened, you were patient, letting them continue and tell their whole story. Whereas meanwhile, you're like, yeah, let me just reorder it for you and I'll put you at the top of the hold list.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3178.0,3187.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/331","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's probably what you're thinking, but they need to go through their whole chain of events what happened and why they're frustrated.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3187.0,3194.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/332","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay, I see. Yes, I'd be frustrated too if that happened to me. So you're not really apologizing, but you're acknowledging that they are frustrated. And then, okay, so what I hear you saying is that your hold isn't here.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3194.0,3208.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/333","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So let's see what we can do together. Helps to really build trust when you're an empathetic listener. And think about friends that you have. There are friends that you have that those are the ones that you can confidently vent to. They're the ones that will listen without judgment. They're the ones that will","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3208.0,3225.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/334","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Listen without trying to fix. They're the ones that listen without interrupting and think about the other friends you have where if you were to vent the same thing, they'd be interrupting you, they'd be trying to fix it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3225.0,3235.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/335","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it just becomes more frustrating, right? It's the same skill set. It's just different.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3235.0,3241.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/336","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Different setting. So, you know, thinking about effective communication, think about the message based on communication style. So oftentimes you clarify what you want to discuss at the beginning.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3241.0,3256.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/337","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You can personalize the message and then you can anticipate any questions or concerns.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3256.0,3262.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/338","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So this kind of helps you if you have to follow back up with a customer. You know, I wanted to follow up with you about the fact that your hold wasn't here. You know, I would be frustrated if I put something on hold and it wasn't here and I needed to do a project.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3262.0,3276.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/339","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, and anticipating any of their concerns, right? The other thing to think about when it comes to behavior is ABCC, which comes from warren graham's black belt librarian is that all of us interact within one of these four categories. We're either anxious, we're belligerent, we're out of control, or we're calm.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3276.0,3300.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/340","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Most of us are calm. The challenge becomes we don't know what it takes to tip somebody to go from calm to being anxious, to belligerent, to out of control.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3300.0,3312.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/341","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if we talk about some best practices, we're going to talk about words to avoid. We'll talk about phrases to use, and we'll talk about some helpful languages.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3312.0,3321.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/342","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So if you encounter a customer that is anxious. Never mimic them. Stop, look, and listen.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3321.0,3329.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/343","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Again, it's that empathetic listening. It's being patient. And using phrases when somebody is anxious is, I understand what you're saying.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3329.0,3338.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/344","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We're here to help you get this worked out. I want to help you so that we can fix this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3338.0,3344.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/345","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Those phrases tend to help somebody's anxiety decrease.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3344.0,3351.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/346","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Somebody's belligerent, right? Really important that you don't lose your temper and you take control quickly. And oftentimes, you know, we're reactive, we're emotional human beings, right? And so if somebody starts yelling at us.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3351.0,3365.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/347","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We don't like it. We kind of want to yell back, but we can't. So phrases to use if somebody's getting really upset is you know, please, I need you to lower your voice. I am here to help you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3365.0,3377.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/348","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You can also create a boundary. I'm willing to discuss this with you, but I'm not going to let you yell at me.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3377.0,3384.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/349","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you continue to yell at me, I'm going to hang up the phone. If you continue to yell at me, I'm going to walk away.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3384.0,3390.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/350","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You tell that person what you're expecting from them, that there's a certain point that you practice active listening.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3390.0,3397.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/351","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"An empathetic listening. And there's a certain point of things when somebody's belligerent and angry that you just simply do not tolerate.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3397.0,3407.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/352","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Somebody becomes out of control. It's important to understand what that looks like. Somebody starts throwing things, somebody's threatening harm.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3407.0,3417.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/353","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Your job is to maintain safety. And so you can call 911, you can reach out to if you have safety and protective service officers like I do recognize when this happens you're sympathetic nervous system is going to kick into high gear. You'll feel the flight fight or freeze.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3417.0,3436.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/354","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just know that you will be okay. That's the most important thing. The other thing that's really important to think about is If you choose to call 911 and if your life is in danger, the customer's lives are in danger, I've had those things happen too.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3436.0,3450.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/355","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Where my life has been threatened, my well-being has been threatened with hair cutting shears that they were going to I can't use that language here anyway.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3450.0,3459.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/356","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just know that you're going to be okay. If you call 911, It's really important to be mindful that not has the same experience with 911 that you might.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3459.0,3471.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/357","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And to be sensitive to that. So if that's the case.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3471.0,3478.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/358","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's cultural empathy is probably the best way to describe it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3478.0,3482.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/359","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And if that's the case, you can tell somebody that you have called 911. And if that person needs to take time off the floor.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3482.0,3491.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/360","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That is fine. You support your coworkers and your colleagues based on their experiences.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3491.0,3497.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/361","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But just be mindful and know that safety is the most important thing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3497.0,3501.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/362","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are things that if somebody's out of control, making sure that there's something between you and that individual, which is why reference desks and CERC desks are so great.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3501.0,3509.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/363","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But know that that can happen anywhere. You go over to help them at the public computers. There's not a desk. There's not a barrier but you don't take that stuff lightly.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3509.0,3521.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/364","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay. And then here's where most of us are. Most of us are pretty calm, pretty chill, but knowing, depending on our lived experiences, what can trigger us and can make us go to being calm to being angry or belligerent or out of control.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3521.0,3539.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/365","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And now you all are prepared to handle.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3539.0,3545.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/366","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So… best practices right If somebody is belligerent.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3545.0,3553.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/367","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If somebody they're not out of control, they're angry, upset, smile tends to be very disarming. I mean, you don't want to smirk.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3553.0,3561.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/368","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I mean, there's a difference. Approach and twos, right? I think, first of all, it's the professional thing to do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3561.0,3569.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/369","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a safety issue, but you don't want to approach at the same at the same side, like somebody should be standing kind of back and off a few feet.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3569.0,3580.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/370","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Just so that that person who you're talking to understands that there's your colleague right behind you, but it's not nearly as aggressive as being two on one.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3580.0,3589.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/371","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"One of the phrases that I have used, my gosh, I've been a librarian a long time, 12 years.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3589.0,3596.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/372","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"One of the things is I always say you might not be aware and it tends to take somebody off the defensive.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3596.0,3605.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/373","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You don't want to be like, you can't, you know, you have to wear a mask when you're in here. You can't smoke in here. You can't vape in here. Immediately somebody gets defensive.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3605.0,3614.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/374","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So you say things like, you might not be aware, but you can't eat a pizza at the computer.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3614.0,3619.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/375","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There's a cafe over there. You're welcome to use that space.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3619.0,3623.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/376","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You might not be aware is an incredibly helpful disarming tool. I have never 99, you're not supposed to use the word never, but I've never experienced anybody who got upset because I used the you might not be aware Cell phones. People are talking like as if they think everybody should hear their conversation. Might not be aware, but the cell phone zones in the lobby. Most people are like, oh, okay, sorry, didn't know.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3623.0,3645.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/377","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing when you're looking at behavior, there's a catch-all and almost every single library code of conduct is it's disruptive to library use.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3645.0,3653.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/378","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because we cannot predict all the different things that people will do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3653.0,3657.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/379","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And how it will impact things. So the disruptive to library use is kind of a catch-all.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3657.0,3662.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/380","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Keep things simple. Don't use jargon with people that they hate seeing that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3662.0,3668.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/381","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's important to document things. Whether your protocol is to fill out a report.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3668.0,3675.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/382","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or you just send an email. Just document things because typically that person who was a problem with you is a problem with your colleague who you work an opposite shift from or at a branch nearby.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3675.0,3688.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/383","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you can see a pattern of behavior and it's so much easier to take the corrective action when things are documented.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3688.0,3697.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/384","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And if you have a code of conduct, post it where people can see. And sometimes when you have a conversation with them, you can walk up with it. So you might not be aware, but most people you don't need to do that. Most people will be like, oh, yeah, I probably shouldn't be smoking and drinking with an open cup and having pizza at the public computer.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3697.0,3715.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/385","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Most people will get it. I say most. So there is a great book. It talks about things to say, right? And the thing is that listening, you know, acknowledging that there is a challenge, focusing on the problem and the solution and not all the extraneous stuff, right? So really kind of setting that stuff aside.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3715.0,3741.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/386","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really is helpful. And then apologize. You can say that you're sorry, but you don't need to defend or justify the policy.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3741.0,3751.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/387","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"By any means, you can just say, yeah, I'm simply sorry you're frustrated. I'm simply sorry that that didn't get here in time. I'm simply sorry that you can't eat the pizza.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3751.0,3759.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/388","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"At the computer. Those things are really important and listening is really important that we talked about before and then um focusing on what the problem is and leaving all the minutia of the story that leads up to it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3759.0,3775.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/389","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So a couple suggested phrases when you're acknowledging, like, I'm sure this is frustrating or I'd be irritated too. That really tends to bring somebody's stress level down because the most the time people get frustrated because they feel like they're not understood and they're not heard.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3775.0,3794.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/390","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You can agree in principle, yeah, you have a point or it does sound like But the most important statement is the bridging statement. Let's see what we can do. Or here are a few things that we can do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3794.0,3807.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/391","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"In order to solve the issue. Helpful hints. Never say the word policy where our policy is that we can only give five free prints per day.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3807.0,3816.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/392","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really? You'd be annoyed if that happened to you. So you can say things like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3816.0,3822.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/393","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We typically handle this by blah, blah, blah. Never say calm down. Has anybody ever told you calm down when you're upset?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3822.0,3830.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/394","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Doesn't go over well, right? So instead, you can say things like, you know, I can see you're upset.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3830.0,3835.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/395","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Again, the universal phrase you might not be aware. The thing with teens, which is really important because we know that they tend to posture in front of their peers and act all tough is pulled them aside so that you're not embarrassing them in front of their","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3835.0,3853.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/396","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Their peers, their friends who almost said, hey, I have a question for you about this book. Can you come here for a second? And that allows them to save some face and at the same time know that what they were doing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3853.0,3864.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/397","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Was completely unacceptable.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3864.0,3869.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/398","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"At Cleveland Public Library, we say take heart. So we hear what you're saying, right? Listen to the customer, give them time to talk.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3869.0,3878.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/399","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We empathize, understand that they're frustrated, we apologize. I'm sorry that happened.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3878.0,3884.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/400","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We respond, you know, what they would like. You know, might be something like I can either do this or I can do this. What would you like? And when people feel like they have options, it's a good thing. And then thank them for bringing it to your attention, right?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3884.0,3899.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/401","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The worst thing that can happen is that somebody has a bad experience, doesn't tell you, and then goes and tells 56 people and then 56 more people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3899.0,3907.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/402","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So the fact that they took the time to show that they were upset with you is actually a good thing because it gives you a chance to maybe change something that was not working efficiently, but it also helps to keep them as a customer.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3907.0,3921.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/403","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Words to avoid, right? Why? Why would you pick this as a pickup location? Oh, you should have done this using the word but.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3921.0,3930.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/404","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"We have to or problem or giving too much information. I have a colleague who Somebody would say, oh, you know, the copier didn't double side. Well, you have to do and like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3930.0,3941.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/405","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Really so many details. The person just wants a double-sided copy. Just let me show you. Let me help you. Let me get it done. And then they leave.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3941.0,3948.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/406","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Or interrupting them. Can't fix what we don't know about.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3948.0,3955.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/407","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So I think… It's a really important thing to have open communication. And again, when we talked about effective communication is how you phrase things to managers or to those that you are advocating for their help.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3955.0,3970.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/408","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a really important thing to do. There's value. In reporting things. I won't tell you about the incident we had with uh Smelling smoke and seeing hazy smoke in the building on Wednesday and then being told by our SBS officers, oh, we didn't tell you to evacuate like","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3970.0,3991.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/409","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Don't care. I'm protecting my team. Safety. So… you can't fix what you don't know about. So now there will be protocol in place if we smell smoke and see smoke and what we're supposed to do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=3991.0,4003.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/410","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And it was not what we were told to do. The other thing is not only does your body language and your voice, your tone of voice and what you say extend to customers. It also extends to your colleagues, right? So having some self-awareness is a really important thing.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4003.0,4020.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/411","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Show that you're listening to your colleagues. Don't show that you're frustrated. So no eye rolls.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4020.0,4025.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/412","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When people have fun when people have you know work environment changes, there are better outcomes I think that's a really important takeaway as well.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4025.0,4037.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/413","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's part of where the whole emotional intelligence leadership certificate came from.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4037.0,4042.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/414","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you're self-aware, then you self-manage. And then if you're socially aware, then you social manage. So everything improves better outcomes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4042.0,4051.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/415","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you cannot change other people. No matter what, you can only change yourself and how you react to them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4051.0,4059.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/416","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing that's really important is to collaborate with local organizations, right? So people who are unhoused.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4059.0,4066.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/417","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Might need portable showers. Is there a organization that offers that in your community? Are there local food pantries?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4066.0,4075.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/418","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Do you ever have flyers for people to pick up? A lot of people want to put things on display, do QR codes, put things online. That's great. But people who are unhoused are in survival mode. They don't have time to go through all the minutia of whether or not that hyperlink works or whether or not that QR code works.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4075.0,4096.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/419","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But if they're able to do outreach, we have social workers that work in our library.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4096.0,4101.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/420","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"A couple hours every day. So that's helpful. So think about the things that you see in your community, right? Any of those four situations, which is the most prevalent, and then start looking at local organizations to see if they can do some type of outreach.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4101.0,4118.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/421","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To become less threatening. So I'm going to pause here to see if there happens to be any questions in the chat.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4118.0,4143.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/422","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4143.0,4144.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/423","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There's one question that came in a bit ago. Which is, I know that i know that Sorry, I lost my place. I know that for certain cultures Eye contact is perceived differently.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4144.0,4154.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/424","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Mm-hmm. Correct.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4154.0,4158.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/425","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Do you have any suggestions about how to approach that?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4158.0,4168.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/426","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's hard to say if you can identify that particular culture on site, if that makes sense.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4168.0,4176.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/427","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But if you start with eye contact then you don't have to end with eye contact, if that makes sense.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4176.0,4189.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/428","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And typically you can sense when somebody's when somebody's threatened or somebody is threatened or I don't know what the right word is, but sometimes it's a situation you just have to feel. But if you know that eye contact is not appropriate, start with eye contact","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4189.0,4211.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/429","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And you think, oh, this might be a situation where it's not appropriate. That's okay. You can point to something on the computer as you're sharing that or answering that question for them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4211.0,4219.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/430","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There are other places to look while you're still providing attention to them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4219.0,4225.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/431","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So, and always follow up with, you know, is that answering your question?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4225.0,4230.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/432","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Is always helpful to kind of get a a beat on progress.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4230.0,4236.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/433","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"With their need. That's a great question.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4236.0,4244.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/434","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And they say, thank you very much.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4244.0,4246.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/435","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Quite welcome. Okay, so I explained that this webinar was basically the eight-week class In like 90 minutes. So the first goal was to create awareness around these situations.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4246.0,4262.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/436","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So I think we can comfortably say that we did that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4262.0,4267.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/437","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The second part was recognizing that you all hopefully have walked away with, okay, there's some conversations or we don't have policies in place for these types of things and really should think through this.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4267.0,4282.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/438","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The final thing is to have confidence. I think it's really important that as part of that confidence just comes from doing the job and talking to people.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4282.0,4294.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/439","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And having conversations with peers, with colleagues. If you have an opportunity.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4294.0,4303.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/440","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Make sure you practice, not if you have an opportunity, make the opportunity. Make sure that you take care of yourself.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4303.0,4308.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/441","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"If you don't take care of yourself, you can't take care of anybody. And I know self-care tends to be affiliated sometimes with people being selfish No way. I row every morning.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4308.0,4319.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/442","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because I'm in Cleveland and so it's finally now starting to get warm, but I have a rowing machine.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4319.0,4325.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/443","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I'm better when I row in the morning. I kind of hate it when the alarm goes off for the first minute.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4325.0,4331.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/444","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But that's my form of self-care. And so you all know what makes you feel better and to make sure that you take time to do that every day.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4331.0,4339.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/445","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Makes a huge difference. If you get a chance, there is the mental health first aid training, which I've done.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4339.0,4348.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/446","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's absolutely incredible. So if you have a chance to do that, please do.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4348.0,4353.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/447","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing I will say as we're going to wrap up for Q\u0026A at the end.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4353.0,4361.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/448","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But a couple of weeks ago, there was a shooting in a library a couple miles from mine.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4361.0,4368.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/449","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I wanted just to take a moment to talk about it because I talked to my colleagues there.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4368.0,4374.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/450","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And kind of ask them, you know, what would you want to tell the people taking this webinar?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4374.0,4380.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/451","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And Joshua was great. He said, you know, there's really two categories. There's practical and emotional. The practical standpoint is to make sure that all information is up to date as it relates to phone numbers for all of your colleagues and colleagues who work there versus colleagues who no longer work there that just haven't been","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4380.0,4398.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/452","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Crossed off the roster, right? Making sure that there's a variety of contact methods, email, phone.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4398.0,4406.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/453","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Most people don't have landlines anymore. And then the other thing was to set up an informal channel with colleagues. Everybody is going to be trying to get in touch with everybody to check in on everybody, people who were there. He happened to be going out for lunch.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4406.0,4421.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/454","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"When the shooting happened and it was teens that had had a beef with each other at school.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4421.0,4427.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/455","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And one walked into the library with a gun and shot and killed the other one.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4427.0,4431.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/456","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Incredibly sad and tragic. But setting up an informal channel so that everybody could be talking helped.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4431.0,4441.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/457","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Here's what he said about the emotional thing is that going back to work, recognizing that there are going to be triggers everywhere. And you don't necessarily know what they are.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4441.0,4452.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/458","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"The other thing he said is to make sure that you extend kindness to each other, to your colleagues If your colleagues ask or if customers ask, you don't have to share anything.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4452.0,4464.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/459","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"How you're feeling, how you're reacting, how you're taking care of yourself.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4464.0,4469.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/460","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"That is you and your decision in terms of how much you share. Clearly not the names and all that stuff, even though it's in the news.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4469.0,4478.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/461","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"He talked about the community being really great that they demonstrate how much they need you and appreciate you. He said they've brought in food.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4478.0,4489.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/462","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"They've brought in snacks, they've brought in drinks. Appropriate drinks for a library setting.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4489.0,4496.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/463","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because they want to make sure that the library staff knows how important they are.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4496.0,4501.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/464","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But he said it fades fast, that the community gets back to normal very quickly, but you're still in the same space where that thing happened.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4501.0,4510.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/465","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"He also said that all feelings are valid. No matter how you feel, whether you're angry, whether you're sad, whether you're scared.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4510.0,4518.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/466","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Everything is valid. And then he said that it's important that they all check in with one another.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4518.0,4525.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/467","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"To make sure that they're doing okay and recognizing that when they're not, that they're directed to resources. Eap is a wonderful resource.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4525.0,4535.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/468","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"There's absolutely no shame in using it. So I at least wanted to take a moment and talk about my colleagues the situation that happened and really advocate for them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4535.0,4548.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/469","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because it comes from firsthand experience. So thank you all very much for taking the time today. I'm going to open it up for Q\u0026A. I'm going to stop sharing my screen, I think.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4548.0,4561.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/470","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And put my camera on.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4561.0,4565.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/471","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I don't think you can see this, but there's one question that's come in Which is what's the best way to check in on each other?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4565.0,4576.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/472","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's a great question. I think the simple you know, how are you feeling today is important to say how are you is okay.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4576.0,4588.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/473","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But to say, how are you today is even better because every day is a little bit different.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4588.0,4594.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/474","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So I think that's the important thing. I also think it's important to not make jokes about anything. After my incident with finding somebody overdosed. One of my colleagues thought they were being funny and said.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4594.0,4612.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/475","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So somebody is here delivering her baby and they need your help. And I was like, wait, what?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4612.0,4617.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/476","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Some people try to make jokes when they're uncomfortable. But checking in and just say, how are you doing today?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4617.0,4625.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/477","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Kind of keeps it grounded in that moment. So great question.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4625.0,4636.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/478","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yes.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4636.0,4637.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/479","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I have a question. That's the only question that's come in so far but uh Is there a resource you can recommend if your administration is trying to think through the pros and cons of staff getting Narcan training or whatever.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4637.0,4650.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/480","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I would check if they're looking for Narcan training, look at your local community health center.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4650.0,4657.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/481","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because a lot of community health centers offer training. So they will come in and walk people through how to administer.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4657.0,4671.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/482","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Got you. What if you're trying to figure out whether that's a thing you should do or not?","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4671.0,4679.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/483","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because I know that this is controversial in the library world right now.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4679.0,4685.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/484","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But I don't know what resources to point people to if they're trying to think through that decision.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4685.0,4690.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/485","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is controversial. You can look up if you put into do like a Boolean search in Google and do Narcan and public libraries, it will pull up a listing of public libraries who've started using it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4690.0,4704.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/486","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And have trained staff. You know, I'm of the mindset that I would rather have something and not need it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4704.0,4712.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/487","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Then need it and not have it. It is controversial. Along with it goes the good Samaritan laws in your state.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4712.0,4725.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/488","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And knowing that if you administer Narcan to somebody who is not experiencing an opioid overdose and it's another health emergency, you will not hurt them.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4725.0,4735.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/489","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I think that's another important thing to think about. But there are lots of libraries that are using it and trained. The Free Philadelphia Library is one that is one that would be a great resource to reach out to.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4735.0,4751.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/490","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Because their staff is trained they have trained needle pickups because the park right across the street has an issue with drug tourists because the apparently the heroin that comes from that part of the country is really good and really cheap.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4751.0,4769.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/491","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I can't believe I even know that to say that.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4769.0,4773.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/492","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It's amazing the stuff you learn in the library world.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4773.0,4775.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/493","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is. It's not, you know, I should have read the description. I don't sit around and read all day But I guess if I can say one more thing to everybody who's here is, first of all, thank you. And the second thing is, you know, this was kind of like.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4775.0,4790.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/494","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"These are all the bad things that can happen in a library.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4790.0,4794.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/495","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But I will tell you, and those of you who are working in libraries know this already, there are far more great things that happen in a library.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4794.0,4801.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/496","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"This is just a small percentage, but it's not a if then, it's a when then conversation so that you're prepared.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4801.0,4808.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/497","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"But there's far more good. There's students that you help find just the right resource and they do really well on their research paper.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4808.0,4815.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/498","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, there's somebody that you're benefit navigating with and making sure that now she and her family have access to the food stamp program.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4815.0,4825.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/499","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"You know, there are people that are going on vacation and you're recommending books for them to read or audio books to listen with their family. There's so much more good that happens on a day-to-day basis but The important thing is to just be aware and have a protocol or policy in place and follow through with it.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4825.0,4843.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/500","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"So…","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4843.0,4846.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/501","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Those are wise words. And I don't see any other questions that have come up in the chat. So that may be a a good place to just thank you for coming. We really appreciate you giving this presentation for us.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4846.0,4860.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/502","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yeah, thank you for the opportunity.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4860.0,4864.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/503","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Absolutely. And for those of you who are here again, you will receive the recording and the slides in an email next week.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4864.0,4873.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/504","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"And I want to thank you all for attending. And we could probably go ahead and stop the recording, Shanai.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4873.0,4890.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/505","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"All right. Thank you so much.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4890.0,4891.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/506","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Oh, thank you. I don't know why it won't let my turn my camera back on, but thank you. Oh, and there's your little friend.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4891.0,4899.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/507","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"I can't remember what Thank you.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4899.0,4900.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/508","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yes. Her name is Nettle. Nettle the Tenrec.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4900.0,4904.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/509","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Aww. So fun. Yeah, so thank you again.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4904.0,4915.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/510","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Yeah. Sounds good. Yeah, if you need anything, just let me know. But thank you again.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4915.0,4916.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/511","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"It is. All right. Well, I'll be absolutely. And I'm sure I'll be back in touch with some more things about next semester so","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4916.0,4923.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/512","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Oh, you too. Bye.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4923.0,4924.0"},{"id":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578/transcript/79052/annotation/513","type":"Annotation","motivation":"transcribing","body":{"type":"TextualBody","value":"Absolutely. You have a good weekend.","format":"text/plain"},"target":"https://lyrasis.aviaryplatform.com/collections/3589/collection_resources/147485/file/271578#t=4924.0,4954.0"}]}]}]}