http://tc.eserver.org/authors/Wiley,_Ann_L. A bibliography of works by Wiley, Ann L. in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Wiley,_Ann_L. http://tc.eserver.org/31363.html http://tc.eserver.org/31363.html Expounds on the ins and outs of customer service, specifically with regard to effective communication practices. http://tc.eserver.org/29468.html http://tc.eserver.org/29468.html Wiley shares the components of a quality system in higher education and offers examples of quality-management efforts undertaken by institutions of higher education. http://tc.eserver.org/28274.html http://tc.eserver.org/28274.html 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. http://tc.eserver.org/28075.html http://tc.eserver.org/28075.html What are the best ways to measure customer satisfaction? Wiley shares some of her ideas.