Specificity of Performance Feedback in a Professional Service Delivery Setting

Abstract

Although feedback is one of the most widely used intervention strategies, data on the specificity of effects has been sparse. The current study examined the effects of individualized public feedback on maintenance of client charts by therapists in a clinic setting. Four types of charting errors were tracked throughout the study. In Phase 1, feedback on two types of charting errors was provided and withdrawn in an ABA fashion. Phase II was a systematic replication of Phase I, using a second group of therapists, in which feedback was provided on the other two types of charting errors in an AB fashion. Results showed that feedback affected only those errors on which it was provided, thus supporting a specificity view of feedback effects. It is suggested that target behaviors be carefully selected and that generalization of feedback effects be assessed and not assumed.