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…

Purpose: The paper aims to explore staff's experience with role-plays using the example of training bank employees in Six Sigma as a major methodology for business process improvement. Design/methodology/approach: The research is based on a case study. A role-play, KreditSim, is used to simulate a loan approval process that has to be improved by…

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…

Success for All (SFA), one of the best-known school reform models, aims to improve the reading skills of all children but is especially directed at schools that serve large numbers of students from low-income families. First implemented in 1987, SFA combines a challenging reading program, whole-school reform elements, and an emphasis on continuous…

Success for All (SFA), one of the best-known school reform models, aims to improve the reading skills of all children but is especially directed at schools that serve large numbers of students from low-income families. First implemented in 1987, SFA combines a challenging reading program, whole-school reform elements, and an emphasis on continuous…

The effective integration of current technologies in teaching and research is a high priority for today's universities. To support the technology skills of university faculty, staff, and students, the subject university's office for faculty training and support, provides free, 24/7 access to a collection of online technology tutorials leased from…

Using the conceptual model of social structure and personality framework (House, 1981) as a theoretical guide, this cross sectional mixed-method design examined how organizational structure and culture relate to practices for training direct care workers in 328 aging and disability network service provider organizations in Pennsylvania. To…

An exploratory study of 954 mostly veteran workplace learning professionals sought to determine why respondents adopt e-learning. The results indicated that they see e-learning was most valuable for delivering instruction governing familiar company tasks, such as providing information about products, fulfilling compliance requirements, and…

Analysing data from the 2005 National Centre for Vocational Education Research (NCVER) Survey of Employer Use and Views of the Vocational Education and Training (VET) System, this report looks at the reasons why employers train their workers. Four different types of training are focused on: vocational qualifications; the employment of apprentices…

First implemented in 1987, Success for All (SFA) is one of the best-known and most thoroughly evaluated school reform models. It combines three basic elements: (1) Reading instruction that emphasizes phonics for beginning readers and comprehension for students at all levels, and that is characterized by a highly structured curriculum, an emphasis…

Informal learning is becoming a standard format in companies' training and development (T&D) activities. It requires a specific learning competence comprising cognitive, metacognitive, and motivational dimensions. In the present study, it was investigated whether learning-competence variables predict success in informal learning. Given the…

Purpose: The purpose of this paper is to discuss a case study which examines and analyses a information communication technology training programme conducted using an e-learning platform at the Dartmoor National Park Authority, UK. Design/methodology/approach: The research adopted a mixed method approach which involved the use of questionnaires…

To what extent do local governments use vocational education and training as a staff retention strategy? Human resources personnel from a selection of councils around Australia believed that a lack of career development or training opportunities might cause an employee to leave their organisation. They had some reservations about the quality and…

This article reports survey findings related to the current status and future trends of blended learning in workplace learning settings from diverse cultures. This particular survey was conducted of 674 training and human resource development professionals from five different countries, mostly from the Asia-Pacific region (i.e., China, South…

In search of methods that improve the efficiency of teaching and training in organizations, several authors point out that mass customization (MC) is a principle that covers individual needs of knowledge and skills and, at the same time limits the development costs of customized training to those of mass training. MC is proven and established in…