No More “Magic Aprons”: Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

Authors

Karlene T. Clark, University of North DakotaFollow
Stephanie R. Walker, University of North DakotaFollow

Document Type

Article

Publication Date

12-14-2018

Publication Title

Journal of Access Services

Volume

14

Abstract

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.

Issue

4

DOI

10.1080/15367967.2017.1407247

Rights

This is an Accepted Manuscript of an article published by Taylor & Francis in the Journal of Access Services on December 14, 2017. The publisher version is available online at: http://www.tandfonline.com/10.1080/15367967.2017.1407247.

Recommended Citation

Karlene T. Clark and Stephanie R. Walker. "No More “Magic Aprons”: Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries" (2018). Librarian Publications. 1.
https://commons.und.edu/cfl-lp/1