Annotated Bibliography
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Centre for Initiatives in Education
Faculty of Arts and Social Sciences
Carleton University, Ottawa
This web site is constructed to fulfill the course requirements for
18.297X Writing Theory and Practice. It presents some of my intersts
and my work in this course.
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1. Giltrow, Janet. (1995). Academic Writing. Pp19-22 Canada: Broadview press
Giltrow explains what exactly genre is by discussing form and situation and how combined they create genre. She discusses the impact genre has had on the English language and our own culture, as well she explains the importance of contexts in order to achieve the desired forms and situations needed to create genre. Giltrow discusses the importance of genre, and its use in everyday life, and more specifically the use of genre in academic writing. She brings forth the notion of a new conceptualization of genre, in discussing the similarities between genres in a different light, “not as rules but as signs of common ground amongst communities of readers and writers…” (Giltrow:1995, 22).
2. Langevin, Norm. (2000). Convergys: Performance Development.
Langevin’s training manual provided by Convergys Corp. in the training of their first level Rogers@home technicians, is a concise and brief look at Operation Systems (OS), used by Rogers@home technicians. It is the culmination of five weeks of training, broken down into key components used by the technicians, to be only two days in length. It looks at the primary networking functions and architecture ranging from Windows 9X/Me/NT/2000 and MacOS. It contains both textual and pictorial content to help the student connect the actual computer component to what he is reading. Langevin designed the book to act not only as a teaching tool but as a study guide that can be used for more than one purpose.
3. Convergys Corp. (2000). Convergys: Customer Service Workshop.
Convergys customer service workshop consists of one day of training designed to help the trainee better understand the clients, and customers they will deal with while on what is considered the Help Desk. It gives the trainee insight into customer service, and Subscriber Relations. The workshop examines in detail such key ideas as teamwork, and attitude towards the customer and to co-workers. The customer service workshop is separated into three different groups; Customer Service Objectives, Developing Rapport With Customers, and Managing Challenging Situations. These three groups are designed to maximize the effectiveness of the technician when dealing with customer service related issues. Convergys like any other corporation places the highest regard and strictness on customer service and its proper implementation.
4. Convergys Corp, Rogers Communication Inc. (2001). Rogers@home Training Manual, and Training Addendum.
The Rogers@home training manual and addendum are the main tools used by a rogers@home technician. Over ninety-five percent of information needed to pass the Rogers and Convergys certification exams are in these two books. The training manuals cover the entire technical aspect of Rogers@home and its operation. It is very detailed in explaining everything from the history of rogers@home to technical specifications on the modems used to access the service. The training manual is a mixture of text and pictures, outlining tools, procedures and general information. The training manual is divided up into ten different sections, including out of date details on the companies competition. The training manual and addendum although it provides detailed information pertaining to the job, it still cannot offer the experience of actually working on the help desk it helps to train for.
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Last Update: 01-03-08 23:57 EST
