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Direct linkClark, Karlene T.; Walker, Stephanie R. – Journal of Access Services, 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…
Descriptors: Academic Libraries, Library Services, Program Development, Program Implementation
Yearwood, Simone L. – Journal of Access Services, 2017
In the summer of 2013, staff in the Access Services unit of an academic library began a cross-training and collaboration project in an effort to provide continued library service to the campus community. The cross-training was established in an attempt to address a shortage of staff as a result of budget cuts. The cross-training resulted in the…
Descriptors: Academic Libraries, Library Services, Training, Interdisciplinary Approach
