Midterm 2 Flashcards

Question

Risk management plan | Facilities Inspections

Answer 1

Appropriate staff inspect all required facilities before each session. Broken equipment is identified and either repaired or removed. Routine maintenance procedures on the program area are completed in a timely fashion.

Answer 2

Behavioral expectations outlined regarding program and equipment usage.

Answer 3

Clearly posted. Program leaders know what to do in case of an emergency. If appropriate, that participants know what to do in an emergency

Answer 4

Describes the key animation frames, transitions and scenarios. Shares with other staff members how the program will be experienced by participants. Describes step by step how participants will move through the program experience.

Answer 5

Ensure equipment is returned and venue is in the pre-event state. Thank you letters or post-event news releases may be sent out. May include the distribution of awards, trophies, or certificates.

Answer 6

A description of how the program will be evaluated.

Answer 7

The basis on which the future of the program will be determined. -What determines success or failure.

Answer 8

Four elements to be considered in scheduling of programs: - Balance - Impact - location - timing

Answer 9

- Avoid simultaneously scheduling similar activity to the same target group - A variety of activity types at a given time will maximize attendance in all activities - Understanding how different activities scheduled in close proximity to each other will affect patron enjoyment. - Location will affect attendance. - The program needs to be accessible to the target market. - Need to understand the schedules of target market.

Answer 10

Review annual holidays Block program seasons Identify dates that must be avoided

Answer 11

Create a scheduling matrix appropriate for the facility that includes each hour that it may be potentially scheduled. Each space of the matrix can only be filled once. Must consider: facility maintenance, custodial care, set up and take down time.

Answer 12

Promotion will fulfill at least one of the following functions: 1. Inform-Make people aware. Give facts or information about programs. 2. Educate-Teaching people how to do something. 3. Persuade-Tries to bring about change in attitudes or behaviours. 4. Remind-Tell people again.

Answer 13

Accomplished through advertising An attempt to sway people toward a specific product or service using a variety of different techniques. These techniques include ...

Answer 14

A channel is a conduit for bringing together a marketer and a target customer for informing, educating, persuading or reminding. - The method of promotion you choose should match your intended audience. - Refers to: - -Advertising - -Publicity - -Sales Promotion - -Personal Selling - -Public Relations

Answer 15

``` Characteristics: -Paid message -Non-personal -Uses mass media Considerations: -Cost of specific advertising tools -Appropriateness to target group -Timing ```

Answer 16

``` Characteristics: -Not paid ("free advertising") -Relies on media coverage Considerations: -Goal: Favorable publicity (since free, may not always be positive) ```

Answer 17

``` Characteristics: -Aimed at new sources of participants -Create new interest -Persuade and inform Considerations: -Short term -Used on an infrequent basis -Appropriate place & time ```

Answer 18

``` Characteristics: -Direct contact -Persuasive method Considerations: -Good public speaker -Effective communicator -Ability to relate -Custom presentations ```

Answer 19

``` Characteristics: -Developing a positive image of the organization -The public perceives the organization as having a good reputation Considerations: -High caliber & quality of services -Positive attitudes of staff Friendly, attentive and informative -Positive interaction with public ``` ublic relations is a strategic communications discipline, focused on managing reputation.Publicity is the process of gaining visibility. Anyone who says “All press is good press” is a publicist, not a PR professional.

Answer 20

``` Refers to the medium or material used for promotion. Includes: Newspapers Newsletters Brochures News Releases Flyers Social Media ```

Answer 21

Considerations Very popular tool for promotion Reaches a large audience Fits a variety of budgets

Answer 22

``` Up to date information about the organization’s activities Creates a positive image Consider Audience Size and format ```

Answer 23

Considerations: Content-Informative, accurate, concise, and appealing. Timing-Ensure people have it with enough time to plan for program. Format & design-Make sure they are attractive to your target market. Use pictures that appeal to them and express desired emotions. Distribution-The way that makes the most sense. Geographic areas, stores, mail outs, etc. that make sense. Cost-: Budget will reflect what you can do. Ie. Color glossy costs more than black & white. Mail costs more than Star Phoenix insert.

Answer 24

``` At a minimum include the 5 Ws and the H. Who What When Where Why How Well written brochures also try to capture the expectations of the target market and convey to them how the program will meet their expectations ```

Answer 25

``` Free Deadlines matter Brief but accurate Most important information at the beginning Competition for space ```

Answer 26

Portable | Conferences; Malls; Community Centres

Answer 27

Remains in one place

Answer 28

Relatively Inexpensive Transportation and time Advantages Reflection of organization Adds a personal touch Media may cover a speech or presentation

Answer 29

Television - reaches broad audiences Radio - geographically and demographically determined audiences

Answer 30

Concerns Time and cost Negative attitudes

Answer 31

``` Background information on organization: Staff, programs, facilities Provided to: Media Volunteer leaders Community members ```

Answer 32

Post upcoming events

Answer 33

``` Customers can learn about and register for programs and services. Photo gallery of programs Contact agency staff Download brochures and annual reports Discover volunteer and job opportunities ```

Answer 34

Low cost Share information with existing members about upcoming programs Send news releases to editors

Answer 35

``` Facebook You Tube Blogging Webinars Twitter ```

Answer 36

Single – Page | Quality of flyers depends on how much revenue a program produces.

Answer 37

``` Keep the purpose in mind. It should include: attractive artwork good lay out well written copy with complete information good quality production ```

Answer 38

``` 5 Key Layout Elements: Formal and Informal Balance Proportion of Elements Sequence of Presentation Unity of Content Emphasis ```

Answer 39

Must be logical Western cultures progress through documents from left to right To add interest, move the reader through using these techniques instead: Big elements to small Dark elements to lighter Colour elements to non-colour Unusual shapes to usual shapes

Answer 40

Illustrations, copy, and overall look need to be visually appealing. The relationship of elements should be so strong that after one is removed, all others need to be repositioned. ``` Use the same style types throughout. Do not use photographs and line drawings because they are different styles. Do not use Old English and Western Use the same verb tenses Write in the same person. ```

Answer 41

Certain things should be emphasized such as: Headlines Artwork Copy Artwork: If there are several pieces of artwork, one should be dominate. If there are several copy blocks, one should receive primary emphasis. Take control of what is emphasized. If nothing is emphasized everything and nothing stands out.

Answer 42

Developing a list of people qualified to participate in a specific program.

Answer 43

1. Participants may be required to pay a fee to participate 2. The number of spaces is limited 3. Places in the program are expensive to provide 4. Some special qualifying procedure for admission to a program is required 5. The agency needs specific information from participants

Answer 44

These programs require registration because only those who have paid the fee are allowed to be in the program

Answer 45

If a program has a limited capacity, participants should secure themselves a space by their position in a queue or some other qualifying method. Capacity of facility. Number of participants allowed in an ecological area – Inca Trail If a bus is being used then the number would be limited to the number of riders. To have a program be successful it may be necessary to limit the number of people to avoid overcrowding for a specific type of activity.

Answer 46

Due to the expense of program spaces it is necessary to know the number of participants.

Answer 47

For some programs you need to have special qualifications. In these cases, a list of those qualified must be developed. Participants may be required to demonstrate a level of swimming proficiency before being permitted to participate in a canoe trip. In University there are pre-requisites required for upper level courses.

Answer 48

Many recreation centres require participants to register during their first visit so that information such as their name, address, phone number, etc. can be obtained.

Answer 49

Registration should be conducted to maximize convenience for participants rather than for staff. The timing and location of the registration should be convenient for participants.

Answer 50

1. Central Location Method – Walk-In 3. Program Location Method – Walk-In 4. Mail-In Method 5. Phone-In Method 6. Fax-In Method 7. Web-Based Method Combination of Methods

Answer 51

When registration for many different programs takes place at a central location, such as a recreation centre, school, or other facility. ``` Considerations: Adequate parking Queuing well organized Staff members properly oriented Must have centralized cash collection ``` Have everything well organized in advance. Have activities for people in line. Everything should flow and make sense – people need to be able to understand it. Registration workers need to be able to answer questions properly. If they don’t know the answer they need to direct the person as to how to get the right information. Incorrect information can be damaging to the agency. Community Associations often conduct registration in this manner.

Answer 52

``` Advantages Occurs at one time and in one place Easiest to advertise and supervise Can serve participants better Excellent cash control ``` Disadvantages Participants do not see program space or meet staff Long line ups

Answer 53

Registration takes place at the program site, such as a swimming pool, tennis court, or playground. Advantages Registrants at program site Registrants can meet and interact with staff No delay in registering

Answer 54

Disadvantages Requires considerable time travel and standing in more than one queue Decentralized registration is more difficult to supervise Problems associated with cash collection and cash control are increased

Answer 55

Participants complete a registration form and mail | it, along with any payment required, to the agency.

Answer 56

Advantages Convenient for participants – takes very little time Allows flexibility for scheduling staff to process the registrations The need to supervise cash collections is eliminated Disadvantages No interaction between staff and participants Questions – participant needs to phone in Location of the program not seen Receipts to be mailed to participant

Answer 57

Participants simply phone the agency to register for a program. Advantages Up-to-date registration status Do not have to manage physical queues ``` Disadvantages No face-to-face interaction between participants and staff. Participants do not see program location Collection of money can be problematic Receipts need to be mailed out. ```

Answer 58

``` Participants complete registration form and supply their credit card information on the fax form. Advantages Convenient Always open No need to manage a queue Disadvantages No interaction Program location not seen Receipts to be mailed to participants ```

Answer 59

Participants who have access to the internet can complete their registration on-line, including having a receipt printed and their registration confirmed. Advantages Convenient – 24 hours a day availability Automatic confirmation of registrations Easy for those comfortable with computers Disadvantages A small portion of people use this service Poor websites Expensive for agency

Answer 60

The agency may permit people to register using two or more of the methods listed. Advantages Flexible Convenient Disadvantages When registration is accepted at several locations lists can be confused Confusing for participants

Answer 61

Two objectives: Keep it simple 1. Obtain as much 2. information as possible What to include? ``` Today’s date Registrant name, address, contact phone Program Fee To whom the check should be written What to expect after you register (confirmation?) Liability release form Info about method of payment Where to send registration ```

Answer 62

Timing of Registration Ideally, registration should be possible when the participant receives the brochure Many agencies indicate a start date for accepting registrations Important for it to be fair

Answer 63

Participants are not officially registered until they have paid their fees Differential pricing needs to be handled effectively. (Members vrs. Non-Members) How will fees be refunded - if necessary

Answer 64

Minimum number of participants required before the program will operate Participants need to know what will happen if this requirement is not met Participants also need to know what will happen if their registration arrives after class is full (Wait-listed?) Need to have a cancellation policy in place and clearly communicated

Answer 65

Software packages are available to computerize registration processes Important to train staff who will use the system to minimize any problems that may occur during program registration

Answer 66

Using computer software, programmers are able to: Monitor class lists and waiting lists Maintain accident report records and liability waivers Use mail merge functions to target specific populations or for previous customers Track age and ability restrictions, instructors, and resident/non-resident restrictions Process payments, refunds, transfers, and cancellations

Answer 67

``` Staff on hand Schedule appropriately Orient and train staff Organized queues Simple and clear registration forms Adequate pens and space to complete forms ```

Answer 68

Queuing: Standing in line waiting for your turn Can be anxiety producing Queue jumping Guarding your own territory Must be in right queue for service desired Not knowing the wait time Participants first contact with your program – it needs to be properly managed

Answer 69

``` Register in order of arrival Improve speed of service Assure certainty of service Start service while waiting in line Post time required in queue Move forward to point of service Make the queue fun ```

Answer 70

Contains all of the information necessary to develop and administer the job, including a detailed statement of work behaviours and other information relevant to the job. A job description, orientation and training needs, and information for employee appraisal are all derived from the data in a job analysis.

Answer 71

ction Statement: A general statement of the responsibilities of the position. Supervision: A statement specifying to whom the employee is responsible. Domains: Statements outlining the major areas of responsibility of the employee Task Statements: A list of work behaviours that distinguish the position. Worker Traits: A list of the knowledge, skills, and abilities that are essential for the position. Desired Education Experience: A statement of the education, training, and/or experience required or desired for the position. Special Requirements: A list of any special knowledge, certifications, or other specific requirements for the job.

Answer 72

Recruitment involves obtaining a pool of candidates who are qualified to assume the agency’s positions. Recruitment can happen in two ways: 1. Internally 2. Externally

Answer 73

Internal Recruitment can happen through: Transfers Promotions Advantages More cost effective Strong motivator for employees

Answer 74

An organized effort to attract candidates from outside the organization Important to use a targeted recruitment effort focus on specific groups of people who are likely to possess the knowledge, skills, and abilities to be good recreation employees.

Answer 75

The initial weeding out of candidates occurs Candidates are either tested, interviewed, or a combination of the two Note: Selection must be based on criteria that actually relate to the performance of the job. Initial elimination of candidates can be based on: unfavourable background checks, unacceptable drug test results, failure to meet basic criteria.

Answer 76

All new employees should receive an orientation to the organization. It creates a positive impression of the organization. ``` It should include: Information about the organization A typical workday Work rules, policies and procedures ``` Who are they working for? What is the organization trying to accomplish? What is their role in helping the organization accomplish these goals? What can employees expect their workday to be like on this job? What is a typical order of events in a workday? What kinds of tasks will they do in a typical day? What to expect? Orientation greatly differs across organizations depending on organization philosophy and the amount of money they have invested in this aspect of the job.

Answer 77

Employees acquire the knowledge, skills, abilities, concepts and attitudes they need to fulfill the responsibilities of their positions Rule of Thumb: If you want something done in a specific way, show somebody how to do it A well-trained staff is essential

Answer 78

Appraisal is evaluating how well employees are performing their responsibilities. ``` Appraisals: Monitor work performance Evaluate how well an employee is doing Can be informal – providing feedback or Formal - written record ``` Important to collect feedback from a variety of sources (Co-Workers, Participants, Supervisors) Employees need to know in advance what they will be evaluated on. Documentation notes should be used throughout appraisal period. Nothing on appraisal report should be a surprise to the employee. If there is an issue with the employee it needs to be addressed immediately.

Answer 79

There are three types of employee compensation: Pay Incentives Benefits

Answer 80

Agency cannot control how work is performed Contractors are not subject to personnel policies Cannot be paid through agency payroll system Supply their own equipment and materials They are in business for themselves Their work is not scheduled by the agency Cannot supervise a contracted personnel. Contractors cannot be hired, fired, or disciplined. There are no payroll deductions, they are paid a lump sum for a completed project, or the amount of items completed (games officiated)

Answer 81

Verify program conducted Observe program operations Observe staff and gather data to use in appraising staff

Answer 82

Financial Accounting: Prepares information for reporting the financial performance of the organization to parties outside of the organization. Financial reports are prepared according to Generally Accepted Accounting Principles or GAAP. Assets=Liabilities + Owners Equity Accounting data provides a plethora of information that programmers can use to help manage resources and achieve the goals and objectives of the organization. Management Accounting: prepares information for internal use by managers. Information can be prepared for the following 3 purposes: Full Cost Accounting Differential Accounting Responsibility Accounting For our purposes, we will focus on only 1 and 3.

Answer 83

``` Using resources efficiently Fairness Providing maximal opportunity Rationing Developing positive user attitudes Commercial sector encouragement ```

Answer 84

The price you set for services will determine who may or may not participate in an activity – so it’s very important. The price must be affordable in the eyes of your target market or you will not reach them. Knowing the full cost of service production is necessary for establishing fair prices. Commercial agencies goal is to be socially responsible and maximize profits. Not-for-profits and public agencies are to offer services at no cost, low cost, or for profit. Pricing determines how much revenue an agency will receive, and thus, enables the agency to recover some or all of its costs of production. Commercial Agency: Fees and charges are the sole source of revenue, therefore, they must be set to recover all of the costs of production, plus contribute to the agency’s overhead costs and profit margin. In not for profit and governmental agencies, the revenue from fees and charges represents a secondary funding source that is usually used to accomplish one of two ends – expanding the quantity of services offered or enhancing their quality. An agency’s pricing policy revolves around this: who to charge and how much to charge them, and who to subsidize and how much to subsidize them. All comes down to who benefits and who should pay for the service.

Answer 85

Programs have specific characteristics that imply who should pay for them. There are three categories to use for pricing programs: Public Merit Private

Answer 86

- Totally supported by tax dollars - No user fees - Equally available - Everyone benefits - Usually parks or facilities - No specialized leadership or high cost equipment - Government Agencies Not literally equally available. For example all people cannot live the exact same distance away from a park. The public system is responsible for ensuring equal access to leisure opportunities; thus, it has a more comprehensive responsibility and has public funds for use in fulfilling this social welfare function. Non for profit organizations would offer services at no cost to the user that directly accomplished the stated social purpose of the agency. For example a Boys and Girls Club would not charge a daily admission fee to its after-school program in a low-income neighbourhood. A commercial facility may offer a service for free to attract a specific target market that would enhance profitability in some other way.

Answer 87

- Partially subsidized with tax dollars - User fees to help recover costs - Benefits attributed to public interest and private gains In not for profit agencies the subsidy comes from third party funding from fund raising or donations. In commercial agencies, the funding source is profits from other activities.

Answer 88

Paid for entirely by user The good received is limited to the user Principle type offered by commercial agencies. (Moksha Yoga)

Answer 89

Determine if your program is a: Public Program Merit Program Private Program

Answer 90

Classify costs as either line or service functions. Unit: A program, park, facility, or other service amenity. Line Units: Directly involved in production and delivery of the organization’s services and products. Recreation centre staff members are directly involved in producing and supervising recreation services. Their work group and its costs of operation would therefore be classified as a line unit. Service Units: Provide services to other units and to the organization as a whole. Not involved in producing the primary product or service of the organization. Examples, Finance officers & clerical staff.

Answer 91

Prepare line-item budgets. ***We will not complete this step. It is for explanation purposes only.*** Important to match revenues with expenses Note: service budgets do not have a revenue side Identify all expenses first then the source of revenues that will support the activity. Service units only support line units they do not have a revenue source. Matching revenues with expenses forces staff members to be concerned with the source of revenues for supporting their activities

Answer 92

Allocate all service unit costs to line unit budgets. Costs: All dollars the agency uses in producing a program. Price: Amount charged to participants for a program. Cost Objective: Any activity for which a separate measurement of cost is desired. Direct Costs: Those that can be traced to a specific cost objective. Indirect Costs (Overhead): Those costs incurred by an agency regardless of whether or not it operates a specific program. Cost Allocation: Process of identifying and assigning costs to various cost objectives.

Answer 93

Cost Allocation: Process of identifying and assigning costs to various cost objectives. Cost allocation should follow 3 basic principles: 1. Costs should be assigned in a fair and equitable manner. 2. Reflect reality as accurately as possible. 3. Using any cost allocation method, there is a tradeoff between accuracy and cost.

Answer 94

Each functional line receives an equal share of indirect expenses. Easiest to implement, but potentially least accurate. Ex: Heather’s Salary as an Open Space Consultant gets divided equally amongst the projects she is responsible for.

Answer 95

Each line unit is assigned a percentage of indirect costs that equals its percentage of some overall budget figure. Valid method if the percentage of budget is equal to the percentage of time spent on it.

Answer 96

The time a service unit spends on each cost objective is studied. Most accurate method. Can be a costly and time consuming process. Time budget figures should be verified every three to five years to see if there are dramatic shifts.

Answer 97

The actual use of an item by a cost objective is tracked and the actual cost of the item is charged back to the unit using it. Example: Heather would keep track of her actual time and actual expenses for each project and charge them back to each project accordingly.

Answer 98

Used when you can determine the appropriate proportion of cost to allocate to a specific cost objective by measuring the relative proportion of overall costs that is being used by each cost objective. Example: You have a 10,000 square foot space. Program A takes up 1,000 = 10% Program B takes up 3,000 = 30% Program C takes up 2,000 = 20% Program D takes up 4,000 = 40%

Answer 99

A complete financial analysis of the expected financial results of a program. Programmer matches expenses with the revenues for a program. With this information it is then possible to make cost-based decisions regarding the price to be charged for specific services. Also called break even analysis or contribution margin theory.

Answer 100

Variable Costs: change directly with the change in volume Fixed Costs: do not change with the changes in volume Fixed costs can be direct or indirect. Changing Fixed Costs: change in the same direction but not proportionately, with the change in volume or the number of participants. Do not change in the same amount for each participant added.

Answer 101

This is determined by the agency pricing policy as well as analyzing the costs associated for the program.

Answer 102

Revenues - expenses = net profit If revenues exceed expenses, program generates a profit Expenses - revenues = net loss If expenses exceed revenues, program generates a loss ``` If revenues = expenses, then break even If both (revenues and expenses) are equal ```

Answer 103

Income that comes from a variety of sources Money generated for the operation of the organization and programs Income sources: Taxes, Grants, Fund-Raising, Donations.

Answer 104

Operating costs | Costs associated with start up

Answer 105

- Entrance Fees – fee charged to enter an area that may or may not be well defined. - User Fee – charges made for the use of a facility, for participation. - Rental Fees – Payment made for the privilege of exclusive use. - Tax dollars - Fundraising - Grants - Gifts & donations-Cash; Used equipment; Food - Volunteers - Sponsorship - Partnerships

Answer 106

Provides Information | Includes what resources the organization will acquire and how they will be acquired.

Answer 107

Cluster all associated costs for a specific program, facility or department Basis of comparison between programs, facilities, departments

Answer 108

Evaluation is judging the worth of program services, based on an analysis of systematically collected evidence. Many programmers evaluate their program services informally; however there is a move to more formal evaluation procedures.

Answer 109

With evaluation information the programmer can help improve and refine the programs by determining what works, what doesn’t work and why things work the way they do.

Answer 110

Evaluation will help managers answer the question – Is this the best use of these resources in this organization at this time? Helps organization become more efficient. May boost staff morale if evaluation is favorable Help programmers decide what programs to keep, modify and drop. Programs that are not reviewed annually become boring and outdated.

Answer 111

Documentation of benefits of program services is an example of evaluation data being used for accountability. Verifies the impact of the program on participants. Did it do what it was supposed to? Evaluation provides evidence that the programmer is effective and that the organization provides useful benefits to the community.

Answer 112

It is not a single activity or procedure. Most leisure service organizations will not have any one evaluation procedure that can meet all of the organization’s evaluation needs.

Answer 113

``` Purpose Audience Process Issues Resources Evidence Data Gathering Analysis Reporting ```

Answer 114

Purpose: Why evaluation? Program development Organizational development Organizational accountability Single evaluation generally only serves a single purpose. Setting a purpose provides focus.

Answer 115

Audience – Who is the evaluation for? Who will use the information and what will they do with the information? Important to understand who cares about the evaluation and the findings it generates – or the information will go unused.

Answer 116

Process – How will the evaluation be conducted? Using a Process Model Definition: A procedure for conducting the evaluation but does not identify the criteria on which judgments will be made. Example: Using goals and objectives. Process Model: Identifies a procedure for conducting the evaluation but does not identify the criteria on which judgments will be made. Example: The use of goals and objectives. The programmer looks at the original goals for a program and measures actual performance against them. In process models therefore, the programmer needs to provide the criteria on which judgments of worth will be made. Preordinate Models: Provide the technique for accomplishing the evaluation and the criteria on which judgments of worth will be made. Standards are the criteria.

Answer 117

Issues – What questions should the evaluation address? Determining the questions to be addressed in an evaluation is a critical step. At this stage we address validity. The questions asked must be true indicators of the values asserted for the program. Programmers often use attendance as an indicator of a program’s worth. Attendance is an indicator of how many people were served but is not a valid indicator of quality, nor can it document program outputs; in other words what actually happened to the individuals in the program.

Answer 118

1. Participants-Motivations/Satisfications, changes in attitudes, changes in knowledge, changes in skills and abilities, carryover into other situations, how individuals interact 2. Program-Effective leadership, promotion of program, if participants gained anything, risk management 3. Place-Safety concerns, master planning, adequate facilities 4. Policies/Administration-Accountability of budget, cost-benefit analysis, cost-effectiveness analysis, equitable provision of services 5. Personnel-Performance appraisal, assess training needs, provide feedback for improvement

Answer 119

Resources: What resources are available for evaluation? There are costs to evaluation and it is important to understand these costs. Staff time, printing expenses, collecting and analyzing data, preparing and distributing final reports. Resources can include: colleagues, universities, cooperative extension agencies and consultants. It is important to not evaluate too many things at one time. The evaluation becomes too large, unmanageable and therefore more expensive.

Answer 120

Evidence: What evidence should be collected? This is any information that may be used in making judgments about the issues raised in evaluation. Many types of evidence may be gathered, such as descriptions of personnel, participants, operational procedures, and processes; goals and objectives; costs; and program outcomes. Participant judgments about various components of a program may also be collected on open ended or scaled questionnaires. What type of evidence is most appropriate will depend on the issues being investigated and the specific requirements of the evaluation audience.

Answer 121

Data-Gathering: How is evidence to be collected? Techniques for data collection Data gathering techniques: Questionnaires, interviews, conversations, participant observation, checklists, rating scales Questionnaires Most frequently used method Structured questions – fixed alternatives Unstructured questions – open ended Interviewing and Observations Less formal methods of gathering data. To be useful for evaluation, observations and interviews need to be handled more systematically.

Answer 122

Analysis: How can the evidence be analyzed. After data is collected it must be analysed to determine what they indicate about a program

Answer 123

Reporting: How can evaluation findings be reported? Most common method is a written report. Other methods used are testimony from participants, photographs, videos.

Answer 124

Through evaluation reports, the programmer will provide evidence of the benefits that resulted from participating in programs and provide evidence that programmers are engaged in monitoring and evaluating programs.

Answer 125

The agency must allocate resources, including staff time, training and materials required to conduct the evaluation.

Answer 126

Agency managers need to create an open evaluation atmosphere. When evaluation is conducted it may reveal inadequate programs. Managers need to create an atmosphere so that problem areas can be dealt with. Programmers need to be able to bring problems forward without the fear of reprimand otherwise they will not do so and problems will continue on.

Answer 127

The agency needs to assess how it is currently evaluating. All agencies make judgements about the worth of a program. The evaluation process needs to be formal and systematic.

Answer 128

Occurs while the program is being implemented; its purpose is to enhance new programs.

Answer 129

Occurs at the end of the program to provide the data needed to make a final, summative judgement about worth of the program and to assist with future operations.

Answer 130

Involves using evaluation techniques to thoroughly investigate and judge the worth of a program. Very time consuming. Try to evaluate programs in this manner once every three years. Could develop an evaluation committee for overseeing this process. Committee can be made up of staff, board members, community advisory committee, participants, or anyone qualified to judge the worth of a program or service.

Answer 131

An evaluation system must also provide the agency with an evaluation database. A pool of systematically collected information about the worth of agency programs.

Answer 132

The database is used in preparing strategic evaluation reports.

Answer 133

1. Satisfaction-based 2. Goal and Objective 3. Professional Judgment

Answer 134

Program worth judged by the participants. | Assumption - client is the best judge

Answer 135

Examines the difference between the programs goals and what actually occurred in the program. Did the agency achieve what it set out to achieve. Goals and objectives need to be well written

Answer 136

Rely on expert or consultant | Costly

Answer 137

Programming is a series of decisions It is likely that each program in an agency will be at a different stage in the program life cycle therefore requiring different types of management attention. Implementing program modifications should be data based and well planned. Modifications may need to occur in the Operation, Target, or Culture stages of the Program Development Cycle. Eliminating a program is a legitimate modification but how the elimination is accomplished must be planned and implemented well to minimize adverse impact on the organization.

Answer 138

Disposition Decision Operate the program with no changes Modify the program Terminate the program

Answer 139

There is a considerable amount of effort needed to introduce and successfully launch a new program. - Customer must acquire knowledge about the new program - Customer must be persuaded to participate - Customer makes decision about accepting program or rejecting program - Customer decides whether they will continue or stop participating

Answer 140

1. Thorough market research 2. Well-planned implementation 3. Continual monitoring and ongoing support of the new service

Answer 141

During the growth phase the number of patrons participating grows most rapidly During this phase the major task programmers face is to make certain that sufficient service is available to meet the demand.

Answer 142

Program growth slow as does the rate of increase in new patrons. Usually, this is the longest stage for most programs.

Answer 143

When program growth slows and the number of patrons enrolled levels off Enrollment is almost entirely repeat business. Important to take care of existing clientele.

Answer 144

1. Market Leadership-take leadership in program innovation. Try to maintain agency’s position as best provider of this service 2. Market Challenge-Challenge the market leader through price discounts, program innovation, improved service or better distribution. 3. Market Follower-Duplicating the market leader. Keep prices low and quality high. 4. Market Targeting-Identify a unique segment of the market that can be serviced without threatening the larger suppliers.

Answer 145

Characterized by falling enrollments. Once a program begins the decline stage, the programmer will need to decide whether to try to revitalize the program, or allow it to die Continuing weak programs is very costly to the organization.

Answer 146

Programmers should estimate its current position in the life cycle. Program Modifications It can be difficult to know how and when to modify a program.

Answer 147

Almost all programs will have a core group of participants who like things “just they way they are.” Programmers must understand the situation they are facing in recommending modifications to a program.

Answer 148

An important implication of the life cycle concept is that in a healthy organization, some new programs will be introduced and some will be terminated each year.

Answer 149

Programmers tend to add programs, not eliminate them. Eliminating some programs each year is a normal part of program management

Midterm 2 Flashcards

(173 cards)