Customer Service Project
Resume:
510-***-**** (phone and fax)
****@**************.***
Since 1980, Rhea Joyce Rubin has been an independent library
consultant specializing in extending traditional public library services.
Her work includes planning, assessment, and evaluation studies,
establishment of new library services, and training through
presentations, workshops, and longer courses.
CONSULTANT
REPRESENTATIVE EXAMPLES
Consultant on Outcome Measurement of the Eureka! Leadership
Institute. 2008-2011.
Consultant on impact of the ProgrammingLibrarian website of
the American Library Association s Public Programs Office. 2008-
2011.
Consultant on Outcome Measurement of an early literacy program
of the Milwaukee Public Library. 2009.
Consultant on restructuring of access services units of the Free
Library of Philadelphia. 2008-2009.
Consultant on Outcome Measurement for the California State
Library, Library Development Services. 2000-2010.
Consultant on Outcome Evaluation for the New Jersey State
Library. 2006-2010.
Consultant and Trainer on Outcome-Based Evaluation for the
Massachusetts Board of Library Commissioners, 2002-2006.
Consultant on Outcome-Based Evaluation for the Connecticut
State Library. 2003-2006.
Consultant and Trainer for Nothing About Me, Without Me a
two year project of planning and implementing library services for
people with disabilities in 28 public libraries. For the California State
Library. 2002-2005.
Evaluation of library programs for the Bill Moyers On Our Own
Terms series. For the Public Programs Office of the American
Library Association. 2000-2001.
Study of Access News, a statewide pilot project bringing news via
telephone to people who have low vision or are blind for the Braille
and Talking Book Library of the California State Library including
outcome measurement. 2000.
Consultant and Trainer on Planning for Services for People
with Disabilities, a two-year project of the Massachusetts Board of
Library Commissioners. 1999-2000.
ADA Consultant for Libris, an electronic program for planning
library buildings, being created by the California State Library. 1999-
2000.
Consultant for long range planning using Planning for Results
for numerous public libraries and library systems in California and a
public library in Massachusetts. 1998 through 2002.
Study of State-Funded Library Services for the Blind for the
Massachusetts Board of Library Commissioners. 1997-98.
Consultant and Writer for The Library Book: A Guide to the
Library for New Users a literacy project for the King County
Library System (WA). 1997.
Consultant and Trainer for A Planning Process for Wisconsin
Institutional Libraries for the Wisconsin Department of
Corrections. 1996-1997.
Statewide Legal Needs Assessment for the Council of California
County Law Librarians. 1996.
Consultant to the California State Library on ADA Compliance in
California s public libraries. Included an assessment of seven LSCA
funded models, a statewide survey of public libraries, and
development of a practical manual. 1994-1996.
Evaluation of the Access Center concept and projects for the
Massachusetts Board of Library Commissioners. 1994.
Consultant and Trainer for Preparing for Tomorrow long range
planning for the Massachusetts Department of Corrections. 1992.
Consultant and Trainer for School Age Children and Older
Adults: Together in One Library for the Texas State Library.
1991 1992.
Consultant for Adult Reading Clubs initiative for American Library
Association. 1991-1992.
Consultant for Grandparents and Books, a collection
development grant program of the California State Library. 1991.
Evaluation and Planning Document for Ohio s two regional
libraries for the blind and physically handicapped. Users and staff
were interviewed and analogous states surveyed as part of the
process. 1990.
Planning and Management Study for the Washington State Library
on future services for the print handicapped. Included were a needs
assessment of clients, a survey of other service agencies, and a
budget analysis. 1990.
Consultant and Trainer for Libraries for A Lifetime for the
Oklahoma Department of Libraries. 1989.
2
Consultant for Working With Older Adults, a collection
development grant program of the California State Library. 1987
1989.
Assessment of Correctional Libraries in the state of Oregon.
Visited and evaluated the library services in 13 county jails and 5
state prisons. Developed recommendations and designed a
workshop as result of the assessment. 1988.
Short Studies of Books-By-Mail (San Mateo County Library, CA),
law library services to isolation inmates (San Quentin State Prison,
CA), jail library funding alternatives (Peninsula Library System, CA).
All in 1988.
Development of Five Year Plan for the client and staff libraries in
the state mental hospitals and developmental centers of California.
The planning document was based on an extensive needs
assessment of staff and clients in the residential facilities as well as
in the central and regional offices of the California Departments of
Mental Health and Developmental Services. 1986 1987.
Coordinated implementation of immediate objectives in 1987.
Planner and Coordinator for Forging Community Links:
Libraries and Older Adults, a retreat workshop and planning
project for public librarians and social service practitioners in
California. 1986.
Consultant to Let s Talk About It: Reading and Discussion
Programs in America s Libraries, a national project funded by
the National Endowment for the Humanities and sponsored by the
American Library Association. Provided training for librarians and
humanists at national meetings and technical assistance in the
participating states. Designed and coordinated an A.L.A.
preconference. Member of national Advisory Committee. Also
coauthored the program manual. 1984 1986.
Evaluator of a model jail literacy project in San Mateo County,
California. Two county jails providing literacy, G.E.D., and ESL
classes for inmates with inmate tutors were studied for implications
for community-based literacy programs. 1986.
Joint Assessment of Institutional Library Services in
Massachusetts. The Massachusetts Department of Corrections, in
cooperation with the Massachusetts Board of Library
Commissioners, commissioned this review of library services in all
22 of its state prisons and pre-release centers. 1986.
Two studies of residential institutions in Missouri. One is a
confidential evaluation of the Missouri State Penitentiary libraries for
the National Institute of Corrections. The other, for the Missouri
State Library, evaluated the use of L.S.C.A. funding for all types of
state residential facilities in the state. Both 1985.
Consultant to Peninsula Library System (San Mateo, CA),
responsible for designing programs for small residential institutions,
training staff and volunteers, and assisting with and evaluating a
books-by-mail project. 1984 1987.
3
Study of sub-regional libraries for the blind and physically
handicapped in Florida. Funded by an L.S.C.A. grant from the
State Library of Florida, visited and interviewed at the eight libraries
in the network, and prepared a report making recommendations for
the local and state agencies involved. 1984.
Design of two new courses for the Kent State University Library
School. As Adjunct Professor designed Library Services for the
Aging and Bibliotherapy II: Advanced Course for Practitioners.
October 1984.
Short evaluations of local jail library services provided by public
library systems (e.g. Montgomery County Public Library, MD and
Peninsula Library System, CA) or correctional administrations (e.g.
Essex County Jail, NJ), all in 1983.
Evaluation of system-provided library service to state
correctional centers in Illinois. As Visiting Associate Professor,
University of Illinois Library Research Center, with two assisting
librarians, visited and interviewed at all 21 centers, and prepared a
report with recommendations at the institution, system, and state
levels. 1982 1983.
TRAINER and SPEAKER
RECENT EXAMPLES
Using Outcome Measurement webinar for Infopeople, 2010.
Keynote Address on Accessibility and Usability for the Los
Angeles chapter of the American Society of Information Science
and Technology. May 2009.
So What? Using Outcome Measurement to Assess the Impact of
Library Programs. PLA National Conference. 2008.
Painless Outcome-Based Evaluation. New Jersey State Library.
December 2007.
So What? An Introduction to Outcome-Based Evaluation. New
Jersey State Library. October 2006.
So What? Using Outcome Measurement in Your Library.
Indiana Cooperative Library Service Authority. July 2006.
So What? Using Outcome-Based Evaluation to Assess the
Impact of Library Programs. Connecticut State Library. May
2004, January 2005 and April 2006.
So What? Using Outcome-Based Evaluation to Assess the
Impact of Library Programs. Massachusetts Board of Library
Commissioners. April 2003, July 2004 and July 2006.
Nothing About Me Without Me: Planning Library Services for
People with Disabilities. Connecticut State Library. April 2006
and July 2006.
Nothing About Me Without Me: Planning Library Services for
4
People with Disabilities. Nassau County Library System (NY).
November 2005 and March 2006.
So What? Using Outcome Measurement to Assess the Impact of
Library Programs. California State Library. December 2004,
January and February 2005.
Managing Difficult Situations in the Library. Santa Maria Public
Library (CA). March 2005.
Delivering Excellent Customer Service Even on Very Bad
Days. Nassau County Library System (NY). May 2004.
Serving Customers with Disabilities. South San Francisco
Public Library (CA). February 2004.
Usability and Disabilities presentation at the InfoToday 2003
conference. May 2003.
LAMA Institute of the Year 2002. The Impact of Library Services
on Users: Measuring Outcomes.
How Libraries and Librarians Help Workshop: Putting Outcome
Evaluation Into Context . University of Washington. October 2002.
Are We Making A Difference? Introduction to Outcome
Measurement. California Library Association. November 2002.
Planning Library Services for Patrons with Disabilities for the
OLOS preconference to the American Library Association annual
conference, June 2002.
Defusing Difficult Situations in the Library for the Thomas
Crane Library (MA). April 2002.
Nothing About Us Without Us for the Public Library Association
national conference, March 2002.
Outcome Measurement series for the California State Library,
2001-2005.
Coping with Difficult Behaviors in the Library workshops for
Nevada County Library System, Solano County Library System,
Berkeley Public Library, and San Diego County Library (all
California), Thomas Crane Library (MA) 2000 - 2002.
Planning Library Services for the Deaf Community for a
preconference to the American Library Association s annual
conference, June 2001.
Serving Patrons With Disabilities series for the Massachusetts
Board of Libraary Commissioners in 1999 and for individual public
libraries in MA in 2000-2001.
Managing Difficult Situations in the Library series of 9
workshops for InFoPeople, 1999-2000.
Intergenerational Library Programs for the Northwest Library
District System (Ohio), April 2000.
5
Defusing Conflict: Responding to Difficult Situations for the
Chicago Library System and the North Suburban Library System
(both Illinois), April 2000.
Defusing the Angry Patron for the fifth annual Conference for
Library Paraprofessionals in the Greater Bay Area, 1999.
Planning for Results for Staff Institute Day for Fresno County
Library (CA), October 1999.
Intergenerational Programs for the Missouri State Library, May
1999.
Planning for Results for the Indiana State Library, May 1999.
Defusing the Angry Patron for Staff Institute Days for Marin
County Library and Monterey Free Libraries (both CA), May 1999.
Positive and Proactive: Customer Service in Libraries series
of ten workshops for the Alameda County Library (CA), 1999.
Positive and Proactive: Customer Service Libraries series of
six workshops for the Bay Area Library System, Silicon Valley
Library System, and Peninsula Library System (CA), February-March
1999.
Transforming Your Library: Planning for Results for the
American Library Association, June 1998.
Defusing the Angry Patron series of nine workshops for the
Chicago Public Library, 1998 and 1999.
Strategic Planning for Public Libraries for the California State
Library, May 1998.
Customer Service to People with Disabilities for the Oakland
Public Library (CA), May 1998.
Defusing the Angry Patron for Reaching Forward: Conference of
Library Assistants, April 1998.
So You Need A Consultant: How to Select the Right Consultant
and Ensure A Productive Relationship for SOLINET, April 1998.
Helping Others Transform Libraries for the Public Library
Association (ALA), March 1998.
Project Management for the North Suburban Library System (IL)
and the Chicago Library System, February 1998.
PREVIOUS PROFESSIONAL POSITIONS
Regional Director, Senior Centers Humanities Program,
National Council on the Aging, Inc. (1978 80)
Provided library liaison and technical assistance to senior centers,
6
nursing homes, and other aging agencies participating in the
N.E.H.-funded Self-Discovery Through the Humanities program.
Led discussion group leadership training workshops for librarians
and volunteers in ten southwestern states. Also contributed to the
study units (books to be discussed) and the discussion leaders
guide.
Director, Regional Library for the Blind and Physically
Handicapped, Oregon State Library (1977 78)
Directed the Library of Congress Regional Library for the Blind and
Physically Handicapped for the state of Oregon, which was also a
division of the Oregon State Library. Managed a staff of ten and a
biennial budget of $400,000. Established a textbook reading
service done by volunteers and coordinated by staff; increased
library responsiveness to patron requests; gave presentations to
public libraries and civic groups throughout the state. As head of an
Oregon State Library division, also served on management team for
entire agency.
Special Services Librarian, Pierce County Library System
(Tacoma, WA.) (1977)
Planned and implemented library programs for small institutions
visited by the library van. With one assistant, provided library
service to the county jail, 15 nursing homes, and 30 homebound
individuals in the county area.
Information and Referral Services, Berkeley Women s
Health Collective (Berkeley, CA.) (1975 76)
Organized the library and provided I&R services for a small, busy,
women s health clinic and telephone information line. Worked as a
professional volunteer while writing her first book.
Director, Cook County Corrections Library Project,
Chicago Public Library (1973 1975)
Established six libraries (including two general, two school, one
women s, and one law library) for the 50,000 inmates housed each
year in the Cook County Corrections Complex. Hired and trained
eight library assistants, most of whom were ex-offenders. Planned
and provided diverse library programming, including art classes,
poetry contests and publications, chess competitions, Swahili
courses, and literacy tutoring. For first year, implemented an
existing L.S.C.A. grant; for second year, wrote and received a grant
for a total of $138,724 for two years.
EDUCATION
M.A. in Library Science, University of Wisconsin-Madison, June
1973. Advisor: Margaret E. Monroe
University of Vienna (Austria), 1970 1971.
B.A. in Psychology, University of Wisconsin-Madison, December
1972.
7
AMERICAN LIBRARY ASSOCIATION
ACHIEVEMENTS
Chair, ASCLA Publications Committee, 2007-2009.
Member, Notable Books Council, 2006-2008.
Chair, Accessibility Assembly (formerly known as the ADA Assembly),
1996 2000, 2002 2003, 2004-2006.
Chair, ALA Standards Committee, 2002-2004.
Chair, Task Force to create ALA policy on serving people with
disabilities, 1999-2001. Resulted in first such policy, approved by
the ALA Council in January 2001.
Advisory Committee, ALA Graphics, 1999 - 2001.
ADA Assembly, 2001-2003, 2004 - 2005.
Chair, ASCLA Awards Committee, 1999 - 2000.
Director-at-Large, Association of Specialized and Cooperative
Library Agencies Board, 1997-1999.
Advisory Committee, Office for Literacy and Outreach Services,
1994-1996.
Director-at-Large, Continuing Library Education Network Round
Table, 1991 1993.
Director-at-Large, Association of Specialized and Cooperative
Library Agencies Board, 1989 1991.
Director-at-Large, Association of Specialized and Cooperative
Library Agencies Board, 1982 1984.
Councilor at-Large, 1978 1982.
Chair, A.L.A./American Correctional Assn. Joint Task Force on Jail
Library Standards, 1977. Resulted in first national standards,
approved by A.C.A. 1977 and A.L.A. 1978, and published 1981.
Chair, Bibliotherapy Committee, 1975 1979. Founded H.R.L.S.D.
first discussion group, the bibliotherapy discussion group, 1976.
Currently Chair, Bibliotherapy Forum.
Various chair appointments each year 1973 present.
AWARDS
Best of Oakland Award (U.S. Commerce Association), 2009.
Service Award (from ASCLA/ALA), 2006.
8
Exceptional Service Award (from ASCLA/ALA), 1993.
Monroe Library Adult Services Award (from ALA), 1992.
Outstanding Reference Source (from ALA), 1984. [For Challenge of
Aging.]
Second Start Literacy Project (Oakland Public Library). Citation,
1988 and 1985.
Ralph R. Shaw Award for Outstanding Contribution to the Literature
of Librarianship (from ALA), 1980. [For Using Bibliotherapy a nd
Bibliotherapy Sourcebook.]
National Federation of the Blind of Oregon. Citation, 1978.
Outstanding Young Woman of America, 1975.
Sigma Epsilon Sigma (honor sorority) award, 1969.
LISTINGS
Who's Who in the World
Who's Who in America
Who's Who of American Women
Who's Who of American Education
Contemporary Authors (Gale)
Training and Development Organizations Directory (Gale)
Consultants and Consulting Organizations Directory (Gale)
LAMA Library Consultants Directory
ASCLA Directory of Peer Consultants and Speakers: Experts from A
to Z
Library HQ Speaker Source (www.libraryhq.com)
Kellogg Foundation Evaluation Consultants Database
Library Consultants Organization (www.libraryconsultants.org/)
PUBLICATIONS
Please see separate publications list.
9
Contact this candidate