Case Study: Improving Customer Satisfaction,Quality, and Performance Using Performance‐Centered Solutions at ADDS Communications

A team of performance consultants looks closely at the operations of a cable services provider to identify existing performance gaps, barriers to performance, declining customer satisfaction ratings, and increased call volumes. The team used performance‐centered design (PCD) solutions in order to overcome technical support challenges through increased first‐call resolution. This article summarizes the root cause analysis, process, and the application of PCD solutions to close performance gaps, along with lessons learned from this case study.     

The locker room : Eroticism and exoticism in a polyphonic text

Critical race theory now encompasses a polyphonic telling of story in which multiple, shifting identities are seen in relation to each other and situated within historical contexts. Locating the fictive voice of an administrator forced to deal with change at a small private university, the article begins with a flashback to confrontations demanding that he reexamine his positions in relation to both work and social life. The second part of the article is an analytic discussion of the voices of narrator and other actors and concludes with a critical reconceptualization of polyphony. Much in the same way that critical race theorists have injected story-telling into legal scholarship in order to deconstruct and then reconstruct knowledge, the authors urge education researchers to move away from methodologies and systems of analysis that derive from white liberal discourse and ironically serve to maintain the status quo by leaving in place conservative structures and reward mechanisms.     

Does Temperament Moderate the Relation between Preschool Parenting and School-Age Self-Regulation? Contrasting Diathesis-Stress and Differential Susceptibility Models

Objective. Children vary in how sensitive they are to environmental influences. Child temperament is an individual difference factor that appears to moderate the impact of environment on early child development. This study contrasts the “diathesis-stress/dual risk” and “differential susceptibility” models in examining difficult temperament as a moderator of the relation between preschool parenting and school-aged child persistence. Design. A longitudinal design included 61 typically developing Portuguese children (31 girls) assessed when they were toddlers (Time 1 at 1–3 years), preschoolers (Time 2 at 4–6 years), and school aged (Time 3 at 8–10 years). At Time 1, parents were recruited and interviewed. At Time 2, semi-structured mother–child interactions were observed, and preschool teachers rated children’s temperament. At Time 3, children’s task persistence was rated by their elementary teachers. Results. Difficult temperament moderated the association between mother–child interactions and child persistence, with stronger associations for children with more difficult temperaments. Conclusions. Consistent with the diathesis-stress model, results reveal that high levels of positive parenting reduce the risk of low self-regulation associated with difficult temperament.     

The Self‐evaluation of Teachers: a Strategy for the Improvement of Teaching at Higher Education Level

Teaching assessment at higher education level is required in order to improve the quality of teaching in universities. As both teaching staff and students are equally involved in the teaching/learning process, the views of both must be taken into account when determining the quality of teaching. Basically, a self‐evaluation process has two aspects. On the one hand, there is the source of information, the teacher in this particular case. He or she has the opportunity to reflect upon the actual teaching situation by evoking his or her own point of view in regard to his or her vision of reality even if it might be judged as a complementary view as opposed to other views. On the other hand, the objective of the process might be one either of providing a means of checking (process evaluation) or of improving (result evaluation). A detailed analysis of the two characteristics will enable us to appreciate properly their inter‐connectedness. This analysis, as well as the prior experience of the authors in the domain of teaching assessment within their university, enables them to present a model of self‐evaluation applicable to the context in which they are working.     

Do the effects of computer-assisted practice differ for children with reading disabilities with and without IQ-achievement discrepancy?

This study was designed to assess whether the effects of computer-assisted practice on visual word recognition differed for children with reading disabilities (RD) with or without aptitude-achievement discrepancy. A sample of 73 Spanish children with low reading performance was selected using the discrepancy method, based on a standard score comparison (i.e., the difference between IQ and achievement standard scores). The sample was classified into three groups: (1) a group of 14 children with dyslexia (age M = 103.85 months; SD = 8.45) who received computer-based reading practice; (2) a group of 31 "garden-variety" (GV) poor readers (age M = 107.06 months; SD = 6.75) who received the same type of instruction; and (3) a group of 28 children with low reading performance (age M = 103.33 months; SD = 9.04) who did not receive computer-assisted practice. Children were pre- and posttested in word recognition, reading comprehension, phonological awareness, and visual and phonological tasks. The results indicated that both computer-assisted intervention groups showed improved word recognition compared to the control group. Nevertheless, children with dyslexia had more difficulties than GV poor readers during computer-based word reading under conditions that required extensive phonological computation, because their performance was more affected by low-frequency words and long words. In conclusion, we did not find empirical evidence in favor of the IQ-achievement discrepancy definition of reading disability, because IQ did not differentially predict treatment outcomes.     

Influence of football match time–motion parameters on recovery time course of muscle damage and jump ability

ABSTRACT

We analysed the time course of recovery of creatine kinase (CK) and countermovement jump (CMJ) parameters after a football match, and correlations between changes in these variables and match time–motion parameters (GPS-accelerometry) in 15 U-19 elite male players. Plasma CK and CMJ height (CMJ_H), average concentric force (CMJ_CON) and average eccentric force (CMJ_ECC) were assessed 2 h before and 30 min, 24 h and 48 h post-match. There were substantially higher CK levels 30 min, 24 h and 48 h (ES: 0.43, 0.62, 0.40, respectively), post-match. CMJ_ECC (ES: ?0.38), CMJ_H (ES: ?0.35) decreased 30 min post, CMJ_CON (ES: ?0.35), CMJ_ECC (ES: ?0.35) and CMJ_H (ES: ?1.35) decreased 24 h post, and CMJ_CON (ES: ?0.41) and CMJ_H (ES: ?0.53) decreased 48 h post. We found correlations between distance covered at velocities ≤21 km · h^?1 and changes in CK at 24 h (r = 0.56) and at 48 h (r = 0.54) and correlations between CK and distance covered >14 km · h^?1 (r = 0.50), accelerations (r = 0.48), and decelerations (r = 0.58) at 48 h. Changes in CMJ_CON 30 min and 24 h post (both r = ?0.68) correlated with impacts >7.1·G. Decelerations >2 m · s^?2 correlated with changes CMJ_CON (r = ?0.49) at 48 h and CMJ_ECC (r = ?0.47) at 30 min. Our results suggest that match GPS-accelerometry parameters may predict muscle damage and changes in components of neuromuscular performance immediately and 24–48 h post-match.     

On the Road to Graphicacy: The learning of graphical representation systems

This article examines the learning of different types of graphic information by subjects with different levels of education and knowledge of the content represented. Three levels of graphic information learning were distinguished (explicit, implicit, and conceptual information processing) and two experiments were conducted, looking at graph and geographical map learning. The graph study (Experiment 1) examined the influence of the variables' numerical relationship structure on adolescent students with different levels of education and knowledge of social sciences and also assessed their proportional reasoning skills. The map study (Experiment 2) looked at the learning of a geographical map studied spontaneously by secondary school and university students with different geographical knowledge (experts and novices) and also assessed their spatial skills. The results of both studies show that graph and map learning performance improves with the subjects' educational level. The groups' differential performance varied according to the type of information involved (explicit, implicit, or conceptual). The subjects' knowledge of the domain in question determined the level at which they processed the information. Verbal and superficial processing of graphic information were also found to predominate. This has important educational implications, suggesting the need for differential treatment in teaching different types of information. The results of the study also raise interesting issues regarding the type of expertise involved in learning graphic information: expertise related to the content represented, to knowledge of the syntax (graphicacy), and/or the system of knowledge graphically represented – spatial in the case of maps, numerical in the case of graphs.     

A comparative study of the professional and curricular conceptions of the secondary education science teacher in Spain: possible implications for ongoing teacher education

We compared the professional and curricular conceptions of two samples of secondary education science teachers in Spain, who differed in their years of teaching experience and in whether or not they had participated in a long‐duration scientific‐pedagogical refresher course. Using the data from their responses to a questionnaire, we analysed aspects of their professionalism as teachers (motivation and work satisfaction) and aspects of the curriculum related to content, teaching methods and evaluation. The results show a broader professionalism and a higher level of satisfaction in the case of the teachers with more experience and a higher level of professional training. We found significant differences in whether the pupils' ideas were regarded as erroneous, and in whether laboratory practical work was used to test theory. We conclude by setting out a series of reflections with the aim of working towards improving teachers' ‘professional development’.

Dans cet article, nous comparons les représentations professionnelles et curriculaires de deux échantillons de professeurs de Sciences de l'Enseignement Secondaire en Espagne, selon leur ancienneté et leur éventuelle participation à un cours de remise à niveau scientifique et pédagogique de longue durée. À partir des réponses à un questionnaire, nous avons analysé certains aspects professionnels, tels que la motivation et le degré de satisfaction dans l'exercice de la profession, de même que certains aspects curriculaires touchant les contenus, la méthodologie et l'évaluation. Les résultats démontrent un professionalisme plus important et un plus haut degré de satisfaction chez les professeurs les plus expérimentés et les mieux formés. Nous avons également trouvé des différences significatives en ce qui concerne la prise en compte des idées fausses des élèves ou la mise en place de travaux pratiques en laboratoire pour vérifier la théorie. Il en découle une série de réflexions dans le but d'améliorer le ‘parcours professionnel’ des enseignants.

En este artículo se comparan las concepciones profesionales y curriculares de dos muestras de profesores de Ciencias de Educación Secundaria españoles que difieren en los años de docencia y en la realización o no de un curso de actualización científico‐pedagógica de larga duración. Con los datos de un cuestionario, se analizaron aspectos de la profesionalidad docente, como la motivación y satisfacción en el ejercicio de la profesión, y aspectos curriculares, relacionados con los contenidos, la metodología de enseñanza y la evaluación. Los resultados revelan una profesionalidad más extensa y un mayor nivel de satisfacción en el caso de los profesores con más experiencia y mejor formados. Asimismo, se han encontrado diferencias significativas en asuntos tales como la consideración de las ideas de los alumnos como errores o la realización de prácticas de laboratorio para comprobar la teoría. A partir de ello se plantean una serie de reflexiones que buscan mejorar el ‘desarrollo profesional’ del profesorado.

In disem Artikel werden die Ansichten zu Beruf und Lehrerinhalten von zwei Gruppen von spanischen Erziehungwissenschaftern verglichen, die Pädagogik für den Unterricht an Sekundarschulen lehren und sich darin unterscheiden, dass sie eine unterschiedliche lange Berufserfahrung haben und einige sich wissenschaftlich in zeitlich länger befristeten Kursen fortgebildet haben, andere aber nicht. Die Ergebnisse eines Fragebogens wurden ausgewertet, um bestimmte Aspekte zu untersuchen, die die Arbeit der Dozenten betrifft, so zum Beispiel die Motivation und Zufriedenkeit bei der Ausübung des Berufs sowie Aspekte des Lehrplans, die Unterrichtinhalte, die Methodologie und Fragen der Evaluation betreffen. Die Ergebnisse zeigen, dass die Dozenten mit größerer erfahrung und besser wissenschaftlicher Ausbildung vielseitiger in profesioneller Hinsicht sind und einen höheren grad an Zufriedenkeit aufweisen. Des weiteren konnten wesentliche unterschiede in Punkten wie der Bewertung von Schülerfelehrn oder bei der Durchführung von Praxisstunden im Labor, die der Anwendung der gelernten Theorie dienen, gefunden werden. An diesen Ergebnisse schlieben sich Reflexionen darüber an, wie die berufliche ‘Entwicklung und Fortbildung’ der Dozenten verbessert werden kann.     

Insights into user engagement on social media. Case study of a higher education institution

ABSTRACT

The interactions of users in social networks have been analyzed in the literature as sources of information on their ability to generate engagement among stakeholders in higher education institutes, which make more tactical than strategic use of social networks. This study helps identify which variables generate greater participation in Instagram users, providing strategic proposals for digital marketing. From the codification of all the publications published by a university in a social network site during the period of one year, a comparative analysis was carried out through a multivariate model. The results provide important and timely implications for both universities and higher education professionals. Our findings suggest that higher education marketing specialists should develop stronger and more consistent communication strategies to establish more valuable relationships with stakeholders. The administrators of the social networks of higher education institutions can find patterns in those publications that generate a greater participation in this study.