Archives for June 2nd, 1999

HI-TECH RESPONSE TO SOCIAL EXCLUSION

Headlines, PublicNet: 2 June, 1999

IT Minister Michael Wills has launched a programme to promote the use of information and communications technology in some of the poorest neighbourhoods. The programme aims to make people aware that wherever they live, or whether they are rich or poor, technology can help bring prosperity and conquer people’s isolation.

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INFORMATION AGE CHAMPIONS

Headlines, PublicNet: 2 June, 1999

Information age government has taken a tentative step forward with the appointment of 30 senior Whitehall officials to champion the cause of information and communication technologies. They will act as change agents in carrying forward the corporate IT strategy.

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FOCUSING LEARNING ON CUSTOMER SERVICE

Abstracts, PublicNet: 2 June, 1999

Woods G, Lantsheer C, Clark R E
The Learning Organization, (UK), Vol 5 No 2 98
Start page: 74. No of pages: 9

Reports research that indicates the training which has a ‘customer service’ focus produces different knowledge and organizational results from training which is job and task focused. Describes a training programme that focused on customer satisfaction, designed for the European Patent Office and assesses the success of this approach to training. Outlines the content of the training, which was designed to improve the way that people chair the oral hearings involving technical and legal disputes, and which focused on how the people involved in the hearings (the customers) were treated during the proceedings. Sets out the training methods used, including the use of role play and feedback, and explains the way that the learning is structured. Concludes that the training was very successful, achieving major improvements in the way that the hearings were handled.

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