The multiliteracies classroom

Mary Kalantzis and Bill Cope write in the foreword: “The Multiliteracies Classroom demonstrates in convincing detail how powerful learning can be achieved. Along the way, the book seamlessly weaves cutting-edge theoretical ideas into the fabric of its narrative. In one moment, we hear the lilt of the accents of the children’s discussions. In another, this is connected to the theoretical intricacies of ‘discourse’, ‘heteroglossia’, ‘multimodality’, or ‘dialogic spaces’. We witness the triumphs of a teacher who, in Mills’ words, ‘did not regard literacy as an independent variable. Rather, she regarded it as inseparable from social practices, contextualized in certain political, economic, historic and ecological contexts. Kathy Mills has produced a masterpiece of qualitative research.”

Consumer satisfaction and redress with a government third-party complaints agency

As governments around the world adopt a marketing orientation, the importance of consumer satisfaction to the effectiveness of the organization is being recognized. While some investigation of satisfaction with a government agencies' service has occurred, there is little examination of satisfaction with a government agency that acts as a third-party on the behalf of consumers to gain marketplace redress. Given the number of third-party complaints is increasing as a result of internet access to complaint channels, this research is a timely investigation. This study reports the findings of a survey of 454 complainants to an Australian Government agency: the Office of Fair Trading (OFT). The findings show that satisfaction with the service was subjectively experienced, based around individual expectations of the redress and satisfaction levels were higher when the redress sought was financial compared with non-financial forms of redress such as apology.