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all right it's a lemon and so we'll go ahead and get started good morning everyone on this rainy and wet Wednesday my name is John Dias and I will be putting on today's in-service training focus on outlining best practices for use of surveys both our program development and evaluation so we'll go ahead and just jump on into it and get started so it's just the outline of the different things that we'll cover in today's in-service training as you see we've got a lot to cover so I won't spend too much time on this on slide so we'll go everything from the utility of surveys and extension and kind of go over the nuts and bolts of different best practices to consider when developing and implementing the survey for your own program so to start off with utility there are various applications for surveys and extension the first is what's called need and asset assessment surveys can be used to collect new information for members of a target audience regarding community needs and gaps and service as well as community strengths and opportunities respondents may also be able to give insight into existing programs on providing some history on those efforts for new agents surveys can also be utilized for formative and summative evaluation so to understand what each one of those is a formative evaluation is designed to guide program improvement and is conducted during the development or delivery of the program I'm an agent who is conducting a program over the course of three month period may choose to perform several small-scale formative evaluations along the way to make sure that the program is moving according to what their plan of work is and their vision of success using a questionnaire that has been designed to complement the overall evaluation plan the agent can ask for feedback for program participants that can direct the agent on how to adjust the program for greatest impact summative evaluations on the other hand are performed near the end or upon completion of the program and oder to provide an overall assessment of the program's effectiveness so that I'm sure a lot of you all are familiar with this type of approach this type of feedback provides valuable information on the overall success of the program which is often necessary for accountability and reporting purposes throughout the year so everyone knows the ROA and this is kind of where you would get that data from there's also the opportunity to use surveys to measure what's called customer satisfaction there are many many times in an agent might receive a phone call or an office visit from a client seeking information these interactions with the community can be just as valuable as those created through programs and should also be accessed one common way to capture client perceptions regarding these types of interactions is through customer satisfaction surveys such surveys can be used to identify perceptions of the quality...