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…

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…

The demand for skilled technical editors is growing as society places increasing emphasis on receiving accurate, concise, and complete technical data. Since many organizations do not have inhouse programs for training technical editors, a need exists to provide inexperienced people with basic editing skills. One organization has developed two…

The guidelines were written to promote job growth and improvement in the personnel who manage, operate, and maintain wastewater treatment plants. Trained operators and technicians are the key components in any water pollution control facility. The approach is to move from employment to training through specific modules for 21 standard job…

Discusses the status of training courses conducted by computer manufacturers for their employees, including types of training, trainee classification, course arrangement, fees, examples of courses provided by manufacturers, trends, and future expectations. (MBR)

This course, developed from military curriculum materials for use in vocational and technical education, is designed to provide training in the skills and knowledge necessary to perform as a trainer in on-the-job training programs (OJT). The package includes information on the role of OJT, how to conduct training, evaluation techniques, and…

This article describes a train-the-trainers course that provided training in sound instructional strategies to 10 assistive technology specialists who work with people who are visually impaired. Topics included conducting assessments, writing training proposals, developing the curriculum, planning lessons, and analyzing learning styles. All…

This booklet provides practical "how-to" information to federal employees on the implementation of Total Quality Management (TQM). The booklet is intended primarily for program officials who have begun to think seriously about or have already begun a TQM effort and want guidance on the training effort to support it. Background information on TQM…