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Mary Ross has over 25 years of experience working in public libraries as a children's and adult services librarian and as a branch manager. She managed the staff training and development program at the Seattle Public Library for eight years. While working at Seattle Public Library she implemented a training program for all staff on dealing with difficult patron behavior. Under contract with the Washington State Library, she delivered training on how to safely manage difficult and disruptive patron behavior to staff at over 22 small- and medium-sized public libraries. In addition to an MLIS, she has certificates in online learning design and in online classroom facilitation. She has designed and delivered online training for Infopeople, the Washington State Library, WebJunction, and LibraryU.