Front-line service providers can be the origin of customer's perceptions about an institution, and these initial perceptions can color subsequent interactions. To improve customer service, institutions need to offer training and recognition for providers. Characteristics of effective service and providing effective training are discussed. (MLW)

Some practical approaches to implementing preretirement education programs for personnel at public research universities are offered, based on a program developed at Ohio University. Preretirement program goals are to educate employees about the critical components in retirement planning and to provide unbiased and impartial resource information…

The evolution of an award-winning Total Quality Management (TQM) program for administrative and academic staff development at Oregon State University is chronicled. Special attention is given to application of TQM for faculty and corporate interaction, instructional improvement, and curriculum development. Special challenges for implementation of…

Kennesaw State College (Georgia) has developed initiatives to enhance leadership and team-building skills of classified employees. The programs include a staff leadership training course, open to 20-24 employees annually, and the Staff Training and Orientation Program (STOP) to provide new employees with information about the institution in an…

A staff development program at California State University at Long Beach trains faculty and other personnel to participate in earthquake-related search and rescue operations on campus if needed. Vendor-trained staff members prepared a campus training program in emergency operations, fire suppression and protection, casualty assessment, urban…

The two major cultures existing on a college campus, collegial/scholarly and administrative/corporate, can operate counterproductively. Campus human resource professionals have a role in reconciling the two cultures through orientation programs for new faculty and staff, promoting social and intellectual interaction of personnel, and communication…

In response to campus demands for decentralization at the University of Florida, personnel services turned more of the hiring process over to campus administrators. The new, decentralized system, facilitated by an electronic employment system, expedited the hiring process and gave departments more discretion in interviewing and selection. The…