Reflecting on Assessment Results to Inform Communication Center Tutor Training and Hiring

Abstract

This study examines students’ after-session survey data collected between fall 2010 and fall 2012 from a communication center (n = 1,100) to investigate four types of independent variables: (1) consultants’ demographic variables such as female or male status and academic disciplines (language arts versus other disciplines), (2) length of consultation time and whether students received undivided attention, (3) suggestion categories (tapping suggestions on content, delivery, organization respectively), and (4) client willingness to return and client encouragement of others to use the center. Regression analyses provided new insight into predictors of student ratings of usefulness of suggestions and expertise of the consultant. Explanations for the results of the regression analyses are offered, and future directions for research are suggested. Further, implications of the findings on communication center staff hiring and training are suggested.