Communication in Customer Service    

Expounds on the ins and outs of customer service, specifically with regard to effective communication practices.

Wiley, Ann L. Intercom (2008). Articles>Business Communication

Customer Satisfaction Measurement  

What are the best ways to measure customer satisfaction? Wiley shares some of her ideas.

Wiley, Ann L. Intercom (2006). Articles>User Centered Design>Methods>Surveys

Getting Started with Performance Management  

What are some ways to effectively track and manage a group’s performance? Wiley examines a way to do so using specific requirements designed to measure the success of an STC SIG.

Wiley, Ann L. Intercom (2006). Articles>Project Management>Collaboration>Methods

Quality Systems in Higher Education  

Wiley shares the components of a quality system in higher education and offers examples of quality-management efforts undertaken by institutions of higher education.

Wiley, Ann L. Intercom (2007). Articles>Education>Assessment