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Innovative is pleased to bring to you Roger Henshaw, Principal and Founder of Roger Henshaw Consultancy Services (RHCS). Roger also has over 30 years local government experience, including 13 years at a senior management level in public libraries, museum, gallery, archives, visitor information and customer services.

Words such as inclusion and welcome, equity and diversity are often used in library planning, for example, as part of a vision statement or as components of our strategic goals. While libraries have genuine ambition in this regard, it is often easier said / written than done. This webinar will provide you with a better understanding of inclusion, equity and diversity and discuss how libraries should be incorporating inclusivity, equity and diversity into their planning - with particular emphasis on programs and events.

The webinar will look at how we can better understand the ‘customer journey’ e.g., the path and decisions an individual or group might take when considering accessing, participating or interacting with the library. The importance of inclusive communication planning, including channels, systems, and promotion will also be discussed.

The webinar will also provide you with a platform to provide and discuss examples of best practice, lessons learned, and ideas.