Changing the Service Culture of your Library

Building a new service culture happens when staff are invested, engaged, and understand the direction of the library. Mobilizing staff to create new habits that have long-term impacts on service is the key to affecting cultural change. This session will assist library leaders in identifying practical strategies to create a system-wide change focused on improving customer relationships.


Administration and Management



Colleen Hooks, Orange County Library System

Colleen Hooks has been able to combine her love of libraries and passion for staff development while working as the Training and Development Specialist for the Orange County Library System. She received an MSLS degree from Clarion University and is an active member of ALA's Learning Round Table.

Danielle King, Orange County Library System

Danielle King has been with the Orange County Library System for 17 years and is currently the Chief Branch Officer. Danielle has worked in a variety of positions for the library as a Branch Librarian, Youth Programs Coordinator, Assistant Manager and Branch Manager. Danielle has a Bachelor’s degree in English from Flagler College and a Master’s in Library Science from Florida State University. She has represented the Library by speaking at various conferences such as the Florida Library Association, International Federation of Library Associations, Public Library Association and American Library Association. In 2017, she was awarded the Romance Writers of America Cathie Linz Librarian of the Year. She is a graduate of the 2016 class of the ALA Leadership Institute.

Debbie Tour, Orange County Library System

Debbie Tour is the Chief of Lifelong Learning with the Orange County Library System. She oversees the efforts of Learning Central, Youth Services, Events and Programs and the Technology & Education Center to support lifelong learning for children, teens, adults and staff. Debbie has worked for OCLS for 25 years in a variety of positions such as a Librarian and a Manager in the Telephone Reference, Circulation and Acquisitions departments. She earned her master’s in Library Science from University of Pittsburgh. She has worked on large projects such as the Orlando Memory, the Right Service at the Right Time and EPOCH (Electronically Preserving Obituaries for Cultural Heritage).

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