DREAMzone is an educational intervention designed to increase higher education professionals' competency and self-efficacy for working with undocumented students. Grounded in social learning theory, we developed the DREAMer-ally instrument to investigate the effects of DREAMzone on DREAMer-ally competency and self-efficacy. Findings support the…

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

This paper presents a systems approach based on the work of W. Edwards Deming to system wide, high impact staff development. Deming has pointed out the significance of structure in systems. By restructuring the process of staff development we can bring about cost effective improvement of the whole system. We can improve student achievement while…

Since the late 1970s, the access services librarian or equivalent position has become commonplace in academic libraries, and degreed professionals have been sought for these positions since the beginning. In 2009, David McCaslin, California Institute of Technology, examined the place of access services in American Library Association-accredited…

In the summer of 2012, the University of Arizona Libraries implemented an online training program to effectively train Access Services staff and student employees at a large academic research library. This article discusses the program, which was built using a course management system (D2L) and various e-Learning software applications (Articulate…

With the greying of the Australian population, it has been widely recognised that active career development for early career academics is essential to the future capacities of universities (Hugo, Daysh, Morris & Rudd, 2004). However, the same has not been acknowledged for general staff, despite general staff comprising more than 50% of staff…

This article is based on the premise that face-to-face training can be augmented with cloud-based technology tools, to potentially extend viable training supports as higher education staff and faculty implement new content/skills in their jobs and classrooms. There are significant benefits to harnessing cloud-based tools that can facilitate both…

Examines the importance of diversity training for employees in all work environments and presents a case study of one training program delivered to facility management personnel at Ohio University. The diversity program components are described as are its positive results and potential pitfalls when presented at an institution. Concluding comments…

Describes a peer coaching program implemented at Temple University's Reference and Information Services Department to provide staff with support in fine-tuning and maintaining certain reference desk skills. The discussion covers the origins of the program, coaching basics, and the applicability of peer coaching to the academic library setting. (12…

Describes a training program for residence hall custodial and maintenance supervisors and staff which combines human relations and technical skills. The sessions dealt with communication skills, leadership strategies, performance appraisal, self-understanding, advancement, and fringe benefits. (JAC)

This article presents the University of New Hampshire's approach to ongoing training of computer users and argues that training is an investment with a large payoff. The article considers factors affecting training success; computer support; academic computing training; and administrative computing training, including developing a user services…

The development of digital information literacy (DIL) has been slow in comparison to changes in information communication technologies, and this remains an issue for the higher education sector. Competency in such skills is essential to full participation in society and work. In addition, these skills are regarded as underpinning the ability to…

This report proposes a program for orientation and training for public services staff at the Temple University Libraries. In the first section, orientation and training needs are assessed. Goals and an overview of the program are outlined in the next section. The third section describes the five program elements and objectives: (1) an individual…

This article describes a behaviorally focused in-service training program for paraprofessional resident assistants. The format used includes workshops and seminars taught through experiential learning, structured experiences, short lectures and small group discussions. The theoretical base of this program is developmental learning theory. (DOW)

Describes the first phase of an Internet overview training program presented to academic staff at the University of Sydney (Australia). The use of locally created Hypertext Markup Language documents is explained, and an evaluation of the program indicated the success of using World Wide Web browsers as an aid in training. (Author/LRW)