Archives for August 12th, 2002

ABCs OF E-LEARNING

Book News, PublicNet: 12 August, 2002

By Brooke Broadbent.The ABCs of e-Learning is a hands-on guide for finding the right e-learning path for you and your organization. Written by Brooke Broadbent-an international expert in the field of e-learning-the book is created to be an easy-to-use and flexible tool. The ABCs of e-Learning offers the background information needed to solve a wide variety of e-learning problems. It compares the four basic types of e-learning: leader-led, self-paced, performance support tools, and informal learning. It also includes answers to common problems and will get you started on your road to e-learning.

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GETTING VALUE FROM CUSTOMER COMPLAINTS

Headlines, PublicNet: 12 August, 2002

Finding out about levels of customer satisfaction is high on the agenda of organizations in the public service. Significant sums are spent on surveys and other research to identify not only levels of satisfaction, but also causes of dissatisfaction. Dissatisfied customers hold vital information that can lead to service improvements. This focus on customer satisfaction is changing the way complaints are viewed. The complaint process is no longer seen as something that must be provided to meet the rights of customers. It is increasingly recognized that complaints are something to be encouraged and not feared.This changing attitude to complaints can be seen in the appointment of complaints managers. Their role is to oversee the complaints process which includes ensuring that complaining customers feel that their grievance has been properly considered. They are also responsible for training staff to be positive about complaint handling and analyzing complaint data to make positive changes to improve service and customer and employee satisfaction.

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REGIONAL GOVERNMENT MOVES TO THE TOP OF THE AGENDA

Headlines, PublicNet: 12 August, 2002

The creation of the Office of the Deputy Prime Minister, following the break up of the Department for Transport Local Government and the Regions, was much more than a name change and an administrative re-structuring. The newly published aims, objectives and performance targets of the new department reveal a remarkable shift in thinking. Whilst the aim of the DTLR was to improve the quality of life throughout its various areas of responsibility, the aim of the ODPM is: “Thriving, inclusive and sustainable communities in all regions”.The ODPM has set out its objectives which relate to deprived communities, decision making and the quality of life. These are similar to areas which formed the DTLR objectives . The main difference is that while the DTLR used the term ‘England’, the new department uses ‘English regions’.

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