ERIC Number: EJ1164188
Record Type: Journal
Publication Date: 2017
Abstractor: As Provided
No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries
Clark, Karlene T.; Walker, Stephanie R.
Journal of Access Services, v14 n4 p215-227 2017
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.
Descriptors: Academic Libraries, Library Services, Program Development, Program Implementation, Library Development, Total Quality Management, Change Strategies
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: Higher Education
Authoring Institution: N/A
Identifiers - Location: North Dakota
Grant or Contract Numbers: N/A