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We argue this method of inquiry better represents the participants' learning, lives and experiences in the formal neoliberal education system prioritising performativity, categorising and ranking students.

The paper explores using poetry as a research method to reveal the learning experiences of adult learners, who have often had disruptive experiences of the formal schooling system and return to study in community-based education spaces. Inspired by Laurel Richardson’s transgressive technique of presenting sociological data through poetry as method, we use poetic representations of these learners' lives alongside case study research methodology. The research was conducted in conjunction with Neighbourhood Houses in Victoria, Australia. Qualitative data were generated through conducting multiple case studies of learners across various adult community education (ACE) sites. In this research, some case studies were presented in the traditional method of writing biography, others were written in the form of found poetry, which we refer to as data as poetry and text. The paper uses found poetry through participant-voiced poems written from interview transcripts. We argue this method of inquiry better represents the participants' learning, lives and experiences in the formal neoliberal education system prioritising performativity, categorising and ranking students. Our findings highlight the benefits of using poetry to communicate data in case study research as it effectively represents the experiences of adult learners' lives in a creative and concise form, transgressing normative practices of writing education research. These poetic representations of data reveal learner experiences in an embodied and agentic way while providing readers with a deep and rich understanding of these crucial adult learning spaces.

Our findings highlight the benefits of using poetry to communicate data in case study research as it effectively represents the experiences of adult learners' lives in a creative and concise form, transgressing normative practices of writing education research.

This research paper is empirical research and has not been submitted elsewhere for publication.

This research examines the influence of parents on students studying the science, technology, engineering, and mathematics (STEM) disciplines and entering STEM careers. Participating youths were awarded scholarships from large funded US grant programmes. Cases of two graduate students (one female, one male) and one undergraduate student (male) are featured. The first two students in the convenience sample are biology and physics majors in a STEM teacher education program; the third is enrolled in computer science. National reports emphasizing the importance of parents on their children's education are presented, along with diverse international literature. The use of narrative in STEM curriculum and narrative inquiry in STEM research are also documented. Experience, story, and identity form the study's conceptual frame. The narrative inquiry research method employs broadening, burrowing, and storying and restorying to elucidate the students' academic trajectories. Incidents of circumstantial and planned parent curriculum making surfaced when the data were serially interpreted. Other noteworthy themes included: (1) relationships between (student) learners and (teacher) parents, (2) invitations to inquiry, (3) modes of inquiry, (4) the improbability of certainty, and (5) changed narratives = changed lives. While policy briefs provide sweeping statements about parents' positive effects on their children, narrative inquiries such as this one illuminate parents' inquiry moves within home environments. These actions became retrospectively revealed in their adult children's lived narratives. These small stories, while not generalizable, map how students, shaped by their parents' nurturing, enter the STEM disciplines and STEM-related careers through multiple pathways in addition to the identified pipeline.

The purpose of this paper is to extend the People Value Stream concept further by developing a view of what the world would look like through the eyes of a positive psychology employee-centred lens. The authors hope to provide a frame for further discussion, research and practical application in this area.

In this conceptual paper, the authors draw on their collective 120 plus years of experience with Lean and Human Resource Management through leading, teaching, researching and consulting in the area.

The People Value Stream concept is extended here by ideating how the “Voice of the Employee” could be used to enhance the existing knowledge of Lean. Relying on a range of cognitive psychological theories, particularly Self-Determination Theory, the authors show how it might be possible to develop a highly engaged workforce primarily by unlocking their intrinsic motivation through a “Self-Development and Growth Cycle”. This cycle is the people-improvement version of the seminal Deming process-improvement PDCA cycle. It can be applied within a job crafting “Personal Cockpit”. The authors also highlight a range of outputs and wider implications that create a pull for team leaders and senior management wishing to move to a real Servant Leader model. It will also help those developing and supporting people-related policies and procedures both within organisations and in trade unions.

This paper turns the existing literature about people within Lean upside down. To the best of the authors’ knowledge, for the first time in an academic paper, it discusses what would be the implications for the Lean world if the authors truly started understanding and deploying the explicit “Voice of the Employee” rather than just the established Lean “Voice of the Owner”-led Hoshin Kanri approach. The authors show how a lack of knowledge in these areas by the Lean community is limiting Lean’s engagement of people and its sustainability.

The following is an annotated list of materials dealing with information literacy including instruction in the use of information resources, research, and computer skills related to retrieving, using, and evaluating information. This review, the twenty‐second to be published in Reference Services Review, includes items in English published in 1995. After 21 years, the title of this review of the literature has been changed from “Library Orientation and Instruction” to “Library Instruction and Information Literacy,” to indicate the growing trend of moving to information skills instruction.

This chapter outlines the contents of Preparing Secondary STEM Teachers to Teach in America's Urban Schools. The volume begins with an overview of the teachHOUSTON STEM teacher education program in Chapter 2 and is followed by an account of the collaboration that took place between a Physics professor and a teachHOUSTON Physics teacher educator and its impact on STEM teacher preparation in Chapters 3-4. Chapters 5 and 6 include discussions about formal and informal learning opportunities and include a narrative of a student's experience on how the Noyce Internship Institute contributed to their STEM teacher learning. In Chapters 7–9, readers learn about the influence of parents, teachers, and professors on students' entry into and decision to work in the STEM and/or STEM education field, with an emphasis on those in STEM teacher education. Chapter 10 highlights the value of scholarship grants; Chapter 11 addresses the growth and development of teachHOUSTON, the impact of the scholarships awarded to many of its students and traces where its graduates currently are teaching in order to demonstrate that teachHOUSTON has fulfilled its mission. The final chapter of the book reflects on teachHOUSTON as a secondary urban teacher education program and summarizes significant points that have led to its success.

This paper aims to identify successful game strategies that are used in digital video games and match those strategies to practices that may be incorporated in instructional design to gamify the learning experience.

The identification of successful strategies is based on literature explaining gamification and game strategies. Examples and suggestions of gamification are included from scholars, business leaders and actual practices.

The successful game strategies identified can be transferred into the learning environment without the inclusion of video games. Strategies identified support learner competence, relatedness and autonomy and encourage instructional designers or instructors to examine game play, realize how play can be used to provide more meaningful experiences to learners and rethink assessments.

The identified game elements are supported by motivation theory. These identifications offer instructional designers a list of game elements from which they may refer when designing in the future.

The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains.

Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis.

The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders.

Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains.

Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being.

Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.

The purpose of this paper is to discuss a review of the literature on the value of public libraries and propose a preliminary value framework for the public library based on the results. The review was conducted and the framework was developed as part of a larger ongoing project exploring the value of California’s public libraries.

This paper is a literature review of approximately 130 international, national and local resources from 1998 to 2018. Findings were developed through an analysis and synthesis of the works as they relate to public libraries.

The themes that emerged from the exploration of studies fell into three intersecting categories: support for personal advancement; support for vulnerable populations; and support for community development. A wide variety of quantitative and qualitative methods have been employed in this area of research. Among the many ways to discuss value, the most appropriate for the user will always depend on the context for which the concept of value is being defined.

Practitioners may find the various definitions of value useful when sharing information about public libraries with decision makers and other stakeholder audiences and when designing service models and outcomes.

The authors believe this paper is the first to identify the emergence of a value framework for the public library based on a literature review exploring both the social and financial value of public libraries.

Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions taken by clinicians, patients and organizations fail to achieve that aim. This paper aims to take a paradox-based perspective to explore five specific tensions that emerge from this shift and provides implications for patient experience research and practice.

This paper uses a conceptual approach that synthesizes literature in health services and administration, organizational behavior, services marketing and management and service operations to illuminate five patient experience tensions and explore mitigation strategies.

The paper makes three key contributions. First, it identifies five tensions that result from the shift to more patient-centered care: patient focus vs employee focus, provider incentives vs provider motivations, care customization vs standardization, patient workload vs organizational workload and service recovery vs organizational risk. Second, it highlights multiple theories that provide insight into the existence of the tensions and how they may be navigated. Third, specific organizational practices that engage the tensions and associated examples of leading organizations are identified. Relevant measures for research and practice are also suggested.

The authors develop a novel analysis of five persistent tensions facing healthcare organizations as a result of a shift to a more consumer-driven, patient-centered approach to care. The authors detail each tension, discuss an existing theory from organizational behavior or services marketing that helps make sense of the tension, suggest potential solutions for managing or resolving the tension and provide representative case illustrations and useful measures.

Education, and especially the life of a teacher, is constantly evolving. Teachers' roles and responsibilities have become more complicated and multifaceted over time. Therefore, they have to invest a great deal of time, energy, and effort to navigate the demands and complexities of their role. In the last 20 years, education has changed in response to increased workload, the rise of high-stakes testing and accountability, social-emotional and behavioral challenges among students, school safety concerns, equity concerns, and now the coronavirus pandemic. These factors have been linked to high stress and teacher burnout, which leads to more teachers leaving their jobs (Arvidsson et al., 2019). Nonetheless, those who endure the flames of burnout do so because they are resilient in the face of adversity and persistent in their commitment to the call of teaching and learning. This chapter examines the effects of stress and burnout among three alternatively certified teachers and the behaviors and strategies these educational first responders employ to build resilience and persistence in their service to the students who shape our future.