High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

In today's changed environment where the economy and industry are driven by customers, business is open to worldwide competition. Manufacturing firms have looked at employee performance improvement as a means to succeed. These findings advocate setting up priorities for employee performance improvement. This requires a continuous improvement…

Purpose: The purpose of this paper is to provide a detailed, theoretical underpinning for the training and performance improvement method: performance template (P-T). The efficacy of P-T, with limitations, has been demonstrated in this journal and in others. However, the theoretical bases of the P-T approach had not been well-developed. The other…

Proposes a four-level model for adapting the Kirkpatrick model of training evaluation to suit technical manuals and services assessing: (1) user satisfaction; (2) user performance; (3) client performance; and (4) client satisfaction. Discusses assessing of the value of work, limitations in evaluating technical communication products, and the…

Discusses how to improve an organization's training and communications system, both philosophically and technically, and highlights activities conducive to a rewired communication system. Lists online sources on the topic and freeware packages that can be downloaded, and includes job aid forms designed to be copied and posted in the organization.…

This represents one of a series of studies of the Longitudinal Emergency Medical Technician Attributes and Demographics Study (LEADS) being undertaken by the National Registry of Emergency Medical Technicians and the National Highway Traffic Safety Administration (NHTSA). This secondary analysis of the LEADS database, which provides a…

Industrial and organizational psychologists for the Department of Defense have been working for the past 10 years to develop high fidelity measures of job performance for use in validating job selection procedures and standards. Information on developing and scoring performance exercises in the Job Performance Measurement (JPM) Project is…

In this paper, performance assessments are cast within a sampling framework. A performance assessment score is viewed as a sample of student performance drawn from a complex universe defined by a combination of all possible tasks, occasions, raters, and measurement methods. Using generalizability theory, the authors present evidence bearing on the…

The implementation of competency-based assessment (CBA) under Australia's National Training Framework was evaluated to provide indicators for improvement in CBA policy and practice. The evaluation included three data collection activities: a survey of 258 teachers, trainers, and assessors (response rate, 43%); a survey of 68 Industry Training…

The General Accounting Office (GAO) examined publicly supported training programs for employed workers, including low-wage workers. The GAO surveyed local workforce boards nationwide and received responses from 470 boards. Two-thirds of the responding boards provided assistance to train employed workers, including partnering with employers to…