Now in its 17th year, Brick & Click (#BCLC17) is a one day, session-based event covering innovative library technologies, practical library solutions, and other timely academic library topics.  Brick & Click supports academic information needs of on-ground/online students, library professionals, and paraprofessionals. Visit the FAQ webpage for more information.

The conference is held at Northwest Missouri State University in Maryville, Missouri. Registration is limited in order to maintain the advantages of a small conference, so register early!   To register visit: www.brickandclick.org

2017 Electronic Proceedings  are now accessible!!!

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Friday, November 3 • 1:00pm - 1:50pm
Committing to Customer Service: Valuing and Measuring Reference Customer Satisfaction

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In 2016, the members of the Learning and Research Department at UMKC Libraries decided to focus collectively on improving customer service for reference services users A year of exploring student feedback and best practices followed, culminating in the creation of six customer service values to guide reference efforts. The presenters outline these values, highlighting their development, subsequent training, and assessment.


Julie Hartwell

Instructional Design Librarian, University of Missouri – Kansas City

Mardi Mahaffy

Head of Teaching and Learning, University of Missouri - Kansas City

Friday November 3, 2017 1:00pm - 1:50pm CDT
J.W. Jones Student Union, Room A