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Incorporate information sources
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies necessary internal resources
apprentice identifies necessary external resources
apprentice cites credible sources
apprentice cites reliable sources
apprentice cites valid sources
apprentice sources are free of inappropriate bias
apprentice sources include both primary and secondary research
apprentice sources are gathered, evaluated, selected, and documented logically, efficiently, and ethically
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Write a set of procedures
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice applies appropriate document design principles
apprentice produces grammatically correct documentation
apprentice documentation is free of spelling errors
apprentice produces documentation in a timely manner
procedures are unified, coherent, and accurate
procedures include ordered steps
procedures include notes, cautions, and/or warnings
procedures makes effective use of definition and description
procedures include appropriate graphics
procedures represent the necessary goal
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Maintain a knowledge base of computer problems and solutions
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice searches knowledge base for existing documentation
apprentice adds documents to knowledge base
documentation follows criteria for written documentation
documentation added in an organized manner
apprentice shares knowledge base documentation with others
apprentice uses existing knowledge base to aid problem solving
apprentice creates documentation appropriate for end user
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Apply the principles of teamwork to collaborative writing
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice establishes collaborative written ground rules with team
apprentice creates self-assessment measures with team
apprentice identifies team role
apprentice adapts to different roles a team as needed
apprentice collaborates with others to create written documentation
apprentice uses problem solving tools and strategies
apprentice uses conflict resolution techniques
apprentice applies appropriate document design principles
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Prepare an informal report
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
report targets intended audience
report is unified, coherent, and accurate
report reflects an appropriate tone
report incorporates respectable information sources
sources are credible
sources are reliable
sources are valid
sources are free of inappropriate bias
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Present an oral report
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
presentation credits information taken from all sources whether paraphrased, summarized, or quoted verbatim
presentation exhibits effective delivery style and techniques
presentation applies the current conventions of English
presentation is unified, coherent, and accurate
presentation fits within the time allotted
presentation targets the audience
presentation includes visual elements to enhance the presentation
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Demonstrate ticketing skills
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice reviews ticketing procedures
apprentice differentiates between internal and external responses
apprentice identifies correct customer contact information
apprentice clarifies customer issue
apprentice captures time in task/billable time
apprentice documents customer issue clearly
apprentice documents follow-up and/or resolution
apprentice identifies integration of ticket with knowledge base documentation