Journal of Access Services
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.
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.
Clark, Karlene T. and Walker, Stephanie R., "No More “Magic Aprons”: Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries" (2018). Librarian Publications. 1.