Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)

Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries.…

Addresses the issue of substitute teacher shortages in Ohio schools. Describes three studies conducted to determine the availability of substitute teachers and the impact of shortages. Poses solutions, including hiring more permanent substitutes, rescheduling teacher meetings to work around substitute availability, and increasing substitute…

We present the design principles for a new kind of computer system that helps students learn algebra. The fundamental idea is to have a system based on the microworld paradigm that allows students to make their own calculations, as they do with paper and pencil, without being obliged to use commands, and to verify the correctness of these…

This article stems from the author's personal experience promoting processes in favour of youth and adult education as Secretary General of the Latin American Council for Adult Education. The author draws from the analyses and considerations presented in documents developed over the past seven years that reflect collective thinking and the…

The 1990s and early 2000s saw the increased development of advanced training, skills standards, and certification exams by private organizations in the United States. Employers began accepting these skill certifications in lieu of traditional on-the-job training, thereby encouraging employees to acquire more credentials. This article examines the…

The authors outline how the University College (UC) model can serve as an effective vehicle for others.

A pioneer effort when passed as a bipartisan bill into legislation in 1991, California's Healthy Start initiative now stands out as a promising model for the emerging community school movement. Healthy Start is intended to bring "comprehensive, integrated, supports and services" to California's most disadvantaged K-12 students and…

Effective writing is a typical goal in undergraduate education, especially in general education program. In a survey recently conducted at the University of South Florida, one faculty member said, "I responded [to this survey] because I strongly believe that writing skills are essential for all college students regardless of their major field…

The paper sets out the main characteristics of the school system in Wales since 1999 when responsibility for education was devolved to the newly-created National Assembly for Wales. It moves on to consider the advances made in student attainment during this period, some of which can be ascribed to progress in learning and teaching pedagogy,…

Schools that become part of the "Making Middle Grades Work" network are expected to use the middle grades comprehensive improvement framework to show progress in changing school and classroom practices in ways that advance student achievement. True school reform is not a quick process. It is a continuous effort to make purposeful and planned…

Introduction: The American Board of Internal Medicine (ABIM) recognized that certification and recertification must be based on an assessment of performance in practice as well as an examination of medical knowledge. Physician self-assessment of practice performance is proposed as one method that certification boards may use to evaluate competence…

"Background": Clinical trials have shown that behavioural treatments based on variants of prolonged-speech (PS) are best practice for reducing the stuttering rate in adults. However, while stuttering is significantly reduced or eliminated for most adults in the short-term with such treatment, relapse in the longer-term is common. Consequently,…

Career and technical educators have long recognized the fact that a highly skilled craftsperson is not necessarily a highly skilled instructor of that craft. In the belief that the key to a productive, efficient workforce lies in high quality training for journeymen and apprentices, the Carpenter's International Training Fund (CITF) partnered with…

Using data from Achieving the Dream: Community College Count, this issue of "Data Notes" is the first of a two-part series investigating the characteristics of late stop-outs--students who accumulate at least 30 credits within the first two years, only to stop out without completing credentials or transferring. Seventy-five percent of…