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)

This guide was designed to help policy makers, administrators, program planners, and managers find answers to their questions about improving the quality of their services and addressing the changing needs of young people in their communities. Information is provided on more than 100 nonprofit organizations, government agencies, research centers,…

This document contains testimony from two Senate hearings on the Reemployment and Training Act of 1994 by U.S. Secretary of Labor Robert B. Reich and other witnesses concerning the Act and the need for changes in the Worker Adjustment and Retraining Notification (WARN) Act, which requires employers to notify employees of impending layoffs.…

This testimony of the President of Public/Private Ventures (PPV) in Philadelphia (Pennsylvania) is on the subject of designing effective youth services programs, particularly in light of the PPV's experience with its program, Summer Training and Education Program (STEP). Following a description of the background for this and similar programs, the…

The contribution of school health programs to disease prevention among children and youth has included immunizations, screenings, referrals, and in some instances, treatment for potentially health-threatening conditions. State and community policymakers, as well as children and youth advocates, have been prompted to consider a broader role for…

This report, second in a series of eight, highlights some of the findings from two recent surveys of the opinions of adult Californians on products and policies affecting youth tobacco use. The specific focus is on public perceptions of the role of the media in affecting youth tobacco consumption. The surveys were conducted in October and November…

This Policy Research Brief explores the strengths of qualitative research and the types of information it can make available to policymakers concerned with issues affecting persons with disabilities. The naturalistic methodology employed in qualitative research is described. Three specific studies using qualitative methodology are excerpted and…

This report updates information on a previous synthesis of information currently available on the development of educational outcomes and a system of indicators for students with disabilities. Specifically, it provides information on the key national policy groups involved in outcomes-related activities and on key reports that have been produced…

This report is intended to stimulate initiatives on the part of governmental, professional, and consumer organizations and institutions that prepare educational interpreters who work with deaf students. Following an introductory chapter on the development of educational interpreting for deaf students, other chapters discuss: (1) job titles and…

This policy guide is designed to assist governors and state leaders in analyzing the issue of adult literacy and in proposing specific policy strategies for dealing with this national problem. The book offers practical guidance in two areas critical to effective action: it clarifies definitions of "literacy" and "illiteracy" and provides a…

Suggestions for early childhood educators on how to provide developmentally appropriate practices and teaching methods are offered. Suggestions concern: (1) making decisions about entrance and placement; (2) evaluating a program's accomplishment of goals; (3) planning and individualizing curriculum and instruction; and (4) promoting appropriate…

This study assesses progress made by the states, as of 1990, in the implementation of the 14 components of Part H of Public Law 99-457, the Education of the Handicapped Act Amendments, 1986. Fifty out of 51 jurisdictions completed the State Progress Scale, which contains items for each of the 14 components and determines the stages of policy…

The development of goals and objectives for intercollegiate athletic programs and for athletes is discussed by Xavier University's vice-president for student development. Usually there is a combination of institutional goals such as using athletics to produce revenue or to recruit students, or achieving growth in participation in intercollegiate…

In the context of findings from the recent nationwide studies and reports on the status of education, this paper focuses on the program assessment, instructional planning, and resource allocation efforts of the Rochester (New York) School District. The first phase, the Rochester Assessment Project, began with informal meetings between the…

This report defines policy and practices for child care assistance for welfare recipients in New York, and explores ways in which the state could use the newly enacted federal welfare reform legislation to create opportunities for children of welfare recipients. The six sections of the report are based on a survey of child care policies and…