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)

Provides an example of staff and undergraduate student development through collaborative writing within a discipline. The "writing to learn" initiative involved staff developers working alongside academic staff and students within subject tutorials, which placed the developer at the nexus of both staff and student development and facilitated an…

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…

Self evaluation may be one feasible approach to current staff development needs in the teaching profession. Some form of feedback is needed, such as cassettes, tapes, and the help of a teacher leader. For the purpose of discussion among teachers, one could play back selected interactions using a speaker, should videotaping not be possible. At the…

The contents of this volume are directed to designers and managers of staff development programs. It is designed to provide a systemic consideration of all factors involved, including the long-range goals of staff development, the behaviors of the people involved, the interface of existing organizational structures, and the mechanisms for program…

This paper reports on some speculations arising from a long-term research project which utilizes data from teachers' autobiographies in understanding the nature of teachers' knowledge and development. The work is part of an increasing body of research which uses biographical methods to aid in understanding teachers' lives, careers, cultures, and…

This paper discusses the concept of diversity of course components in the context of an online staff development course at the United Kingdom Open University. In addition to FirstClass computer conferencing and Web content, RealAudio was used in both synchronous and asynchronous modes. The purpose of its use was to add diversity and focus, which…