As you proceed through the certification process, keep a journal as you observe how new learning becomes part of you and used in your daily life and/or in your work site. You kept a journal between the Day 1 and Day 2 sessions of "What is Library Service." That one was on how information is used. This one is about how and when you learn, when your learning becomes part of your work behaviors, why you may forget or discard any part of what was presented to you. The questions to guide your reflections are similar to those in the other exercise:

1. What do I notice that I didn't before?
   
   
2. How is what I learned related to the work I do?
   
   
3. What surprises me? What interests me? What do I find I report or discuss with others about a learning event? Why?
   
   
4. What questions do I have? What more would I like to know based on my participation in a particular learning event?
   
   
5. Who might be interested in discussing my observations?
   
   
   

Your journal reflections are part of your transfer of learning plan. As you reflect on your observations and experiences, relate these reflections to your plans to practice new skills and behaviors associated with the learning from the certification process. You have the "New Behavior Check-Off List" and the "Transfer of Learning Worksheet." As you practice and fill in the Check List or the Transfer of Learning worksheet, reflect on what you are learning, the difficulties and the successes. These should be noted in your journal entries. Your journal will become part of the Personal Portfolio you will send with the "Declaration of Completion" form you submit as you finish the certification process. Your Learning Journal will be returned to you. Include your name and address in your Journal.

Bring your Learning Journal to Day 2, the Trainer will return your journal to you that day. Continue to record your reflections in your journal as you proceed throught Certification.


Examples from participants' Learning Journals:

July 17, 1997
Gathering data to do Community Profile homework is revealing. I have helped customers find sources of local data, but I myself have not studied the data so closely before. Most interesting also are the gaps in data available. Some additional studies need to be done on certain topics. The library is the only local repository which brings reports from various agencies into a "collection" which the public (and government and business) can use. I need to talk with Extension Office and City Clerk again about fillling info gaps. Reprinted with permission from Linda Chappell, Grand Marais Public Library.

Week of September 13, 1997
In reviewing my new behaviors outlined for myself, I can see where deciding to enroll in this certification program has helped me grow in my service skills, both internally (operational) and externally (public service). I now have increased my technical skills and confidence level that is needed to assist patrons. I am knowledgable about library services and on how to locate appropriate materials per patron request. I believe that quality customer service will be a deciding factor in our library's future. This certification program is enabling me, as a staff member, to acquire those much needed quality service skills to compete with the other service industries that are available to the public today.

Week of November 15, 1999
My duties have changed so much that it is hard to keep practicing my new behavior check-off list....Much thought has gone into my new behavior check-off list changes. I have decided to modify the original entries I made when I first started this Certification program in July 1997.

Month of January 1999
It became important for me to take a Windows 95 class and also several classes on Microsoft Word and Excel to better acquaint myself with the library computers which were updated with this software. I drove to Albert Lea for three months in a row for Level 1,2,3 of Microsoft Word and Excel classes. I paid for this training myself because I knew this software could accomplish many wonderful tasks for this library office....The organizational skills and the technical training I have received from the Certification workshops has really improved my ability to give superior customer service here in our library. I highly recommend this training for all front-line clerks.... Reprinted with permission from Pauline Siem, Fairbault County Library Service.

Week of Sept 8, 1997
After completing the community profile, I think both the city, school, and I were pleasantly surprised at the amount of information we share. It really amazed me that I didn't know infrastructure information... I now know more about the city and can answer patrons questions more knowledgeably.

Week of August 10, 1998
We continue to use the community profile to revisit the council and ask for budget adjustments.

Week of Dec. 1998
I have approached the Spicer American Legion to place 2 computers in the library....Budget demands have made the addition of computers not do-able at this time. In the presentation I had to show my library (PLS) budget and endowment budgets. Again my community profile was the selling point. They are a community service organization and by pointing out who we serve and the organizations we work with they gave us our request. Reprinted with permission from Sheila Bosch, Spicer-New London Public Libraries, Pioneerland Library System.

May, 1998
Went over materials from the customer service workshop with Sandy [another staff member]. This is a good way for me to reinforce what I learn, plus teach another person. It also gives us an opportunity to talk about customer service in MAB [Mail-A- Book].

Fall, 1998
Attended the round robin TechnoZap. This gave me a much better understanding of computer networking and how this relates to ALS and the CARL System...A homework assignment for this workshop included tracing the wiring and equipment in our building. A few days after the workshop, Thom Hodge, ALS automation librarian, took us through this. It was great to be able to see how what we had learned actually works in our building. Reprinted with permission from Nancy King, Arrowhead Library System.

December 14, 2001
I have finally completed certification, yahoo! I had my doubts and at times wished I had never started. I am sure glad I did. I have learned so much and I know that I will do a better job because of it. I also know that had it not been for all the help I received, this may have not been possible. It's so nice to know that there are people out there who are willing to help you accomplish your goals. What a wonderful feeling! Reprinted with permission from Debbie Judnik, Virginia Public Library, Arrowhead Library System.

June, 2000
Working at Mt. Royal [Library] on a Saturday and had a patron come in and was upset when he found out the Internet was down. Turns out he wanted to look up a used car price. I went to the shelf, got the used car price guide and had his information in less than a minute. He was surprised and pleased, and I was reminded of the MORE [MN Opportunities for Reference Excellence] class where we talked about print vs Internet resources. Reprinted with permission from Liz Pearson, Duluth Public Library, Arrowhead Library System.

September 25, 2002
In the past few days the workshop "Each of Us is a Trainer" has come to mind. I have had occasions to use what I learned in this workshop to help co-workers, patron, and a staff member from one of our school libraries. We have a new employee in Mail-a-Book and of course there are many things to learn about the automated system....In helping this employee, I have learned to just keep my hands out of it and try to walk her through the process. As for patrons...lately I have had more people asking questions about how to use our online catalog-- finding items and placing holds. One disadvantage in these cases is that patrons typically can't be online at the same time they are on the phone. This requires more verbal instructions with the hope that they can remember after they have hung up. In at least one case I have seen that the patron understood the instructions because we are getting frequent holds from him. Reprinted with permission from Roxanne Reed, Arrowhead Library System, Mail-a-Book.

November 19, 2002
I have been working on both the MORE homework and Collection Connection homework. Both are very time consuming but it is valuable practice for reference work. I have been getting some insights on what is available online and what can be found more easily using print references. Using some of what I have learned, doing reference interviews over the phone has been more effective. I had a woman call and request infomation concerning a Minnesota Supreme Court Case. I made sure to read back the court numbers she gave me and to let her know the procedure that would likely take place to get the information to her. Reprinted with permission from Roxanne Reed, Arrowhead Library System, Mail-a-Book.

February 23, 2003
I am almost done with my certification work. I CAN'T BELIEVE IT!!!! I am happy that I decided to finish what I started so long ago...I learned a lot of useful information along the way that will help me in my job. I do have an iterest in learning more about cataloging and copyright laws... Reprinted with permission from Roxanne Reed, Arrowhead Library System, Mail-a-Book.

May 1, 2001
I am slowing looking thru my homework assignments for certification and I am feeling overwhelmed. Not sure if I want to continue or not. My director has complete faith in my abilities and is willing to give me the time I need to complete my homework. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO.

May 4, 2001
I went to work on the Minnesota Statutes first. I couldn't believe how fascinating this was...Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

Week of July 16, 2001
The joke around the library is that I carry a JC Penny shopping bag between home and work almost every day with my certification homework in it. There are some days it is full and others it is quite empty. I wish you could see the look on my co-workers faces when they see me carrying this with me. Oh well, I hope it makes it with me through certification. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

September 11, 2001
Attended Customer Service Workshop in Anoka today entitled "Serving Your Community". Wow this was a great session...Peg [the presenter] gave me the push I needed [to get going on my certification homework]. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

October 2002
I find myself every day using something that I have learned thru this certification process. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

July 2003
In some ways I think my certification process has helped me understand and be more receptive to the changes. i feel stronger in my daily work because I feel more qualified. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

August 2003
The MORE session was the most intense but I really enjoyed it. The reference interview was fascinating. I came out of this session with lots of ideas and knowledge. Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

January - til whenever [September] 2004
One thing I have done throughout this certification program, is practice what I have learned from the different sessions and review my documents as often as possible. I feel like I have learned so much and I can't express my thanks enough to those who have supported me in this venture....

When I first started way back when, I filled up my dining room and family room with all my homework. Needless to say, my husband said, maybe the family would like to sit down around here someplace. I moved everything downstairs and have put it away a couple of times because of company, parties, etc. and finally decided to take a picture of my mess. I wish I would have thought of it when I had everything upstairs.... Reprinted with permission from Anita Bruggeman, Austin Public Library, SELCO

July 26, 2005
I'm done...It [my final report] was fun to do and has actually inspired me to look at a progam for younger children...The Voluntary Certification Program is a definite asset for participating librarians. The benefits outweigh the work. I have gained a vast amount & wide variety of knowledge through workshops. ...We are always looking for better ways to seve our customers and staying on top of current trends & technologies. Thanks for the training & helping us do that! Reprinted with permission from Carrie Dose, Jackson Public Library.

September 8, 2005
Working in a library it is our job to connect people with whatever information they so desire. I helped an inquisitive eleven-year old get her first card tonight. She was beaming with empowerment!

For displays in the children's department I try to meet the needs of local community by including displays such as Native American History Month and Hispanic Heritage, and also try to reach out and present timely, educational topics such as featuring meteor showers and constellations in August along with information on the Perseid meteor shower. I know of one family who learned about the meteor shower from my display, and they told me about their adventures trying to see some meteors during the peak nights of the shower. It was really neat for me to hear! Reprinted with permission from Molly Schweinfurter, Plum Creek Library System.





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