2.10 Feedback
Most respondents reported that they conducted program evaluations on a regular basis. Many of these evaluations involved all parties and reviewed the program components so that they remained current and beneficial. Others performed a two-way review that looked at the program results for content and design and also underwent a review by the organization to measure program effectiveness and overall value. These reviews were often tied to annual budget deliberations.

2.11 Impacts
The introduction of literacy programs in municipal governments has significantly impacted all who participate in them: employer, employee and the unions. Identified impacts are quantifiable and all are considered critical to good management of human resources. They include:

• High rates of GED completion;
• Workforces meeting legislated standards;
• Safer workplaces;
• Better trained and motivated employees and union members, better equipped to participate in additional training programs;
• Improved use of work-related forms and documents/better internal communications;
• Enhanced succession planning;
• Increased employee self esteem /self confidence and job enjoyment;
• Better work habits, team participation and improved overall job performance;
• Skilled organizations who move beyond basic skills training to implement a progressive and comprehensive career development system that highlights continuous learning;
• Less accidental wastage in the workplace;
• Improved customer services and relations;
• Excellent process to enhance Union/Management relations and strengthen relationships in the workplace - a "win-win" situation for both sides;
• The realization of organizations that value their employees, proud to assist them in addressing literacy issues and supportive of staff training in a corporate culture of continuous learning.

While most literacy programs did not result in the creation of new policies, there was a recognition and heightened awareness of the need to support ongoing career development within organizations. Examples include commitment to ongoing training with increased funding to training budgets and the rewriting of existing job descriptions. There was also an increased awareness of the need for use of clear language which lead, in one instance, to the introduction of a Human Resources training program in Clear Communication in the City of Vancouver.