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…

"The Measures of Success" (MoS) project set out to develop, implement, and present the results of an evaluation model that could assess longer-term outcomes of workplace education programs for increasing literacy and Essential Skills. The model was tested at 18 work sites in Manitoba and Nova Scotia and included training programs that…

Offers five performance measurement lessons: (1) focus on the business; (2) build a bridge between line and training; (3) track progress, not proof; (4) know that you are already doing it; and (5) track cause and effect. (JOW)

Ways to isolate the effect of training on job performance include control groups; trend-line analysis; forecasting; and the input of participants, supervisors, management, customers, and experts. In choosing the appropriate method, consider feasibility, accuracy, credibility, costs, and time. (SK)

Holton critiques Kirkpatrick's four-level evaluation model and presents a new model that accounts for primary intervening variables. Kirkpatrick argues that the criticism fails to account for his model's practical utility. Holton elaborates on the distinction between a model and a taxonomy. (SK)

The key to measuring training results is to target them during front-end analysis. Training for results means knowing which performances have to be changed before choosing an intervention. (SK)

Proposes definitions for on- and off-the-job assessment. Presents a model for education and assessment in the workplace that includes (1) development of knowledge, skills, and abilities; (2) performance in simulated or practice situations; and (3) competence in occupational practice. Considers when to choose on- or off-the-job assessment. (SK)

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…

Transfer theories, which are closely related to evaluation theory, have been developed from a holistic perspective, but most of empirical transfer research has not effectively utilized holistic models to investigate transfer of learning until the late 1990s. Additionally, little has been done in examining the relationship between situational…

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…