Team Members

Dawn Snyder
CEO and Managing Principal of Dawn Snyder Associates, Inc.

Dawn Snyder is the CEO and Managing Principal of Dawn Snyder Associates, Inc., a virtual organization specializing in designing learning strategies, developing learning solutions, and evaluating and measuring the impact of courses and curricula.

Dawn helps organizations get business results by using the best of research-based and experienced-proven performance improvement methods:

  • aligning people and processes,
  • defining business-critical performance
  • increasing workers’ knowledge and skills, and
  • measuring the success of programs.

She has more than 20 years’ experience leading dynamic teams in working with premium institutions in the high tech, retail, financial and insurance industries.

Dawn holds an MS and Ph.D in Instructional Systems Technology from Indiana University, and a BA in English Language and Literature from Butler University. She has been designated a Certified Performance Technologist (CPT) by the International Society for Performance Improvement. Dawn is also a graduate of the Ohio Foundation for Entrepreneurial Education’s Business Plan Program. She established Dawn Snyder & Associates, an earlier incarnation of the current company, in 1983.

Dawn’s business initially focused on the design and development of training programs and documentation. These efforts included designing a competency-based curriculum for managers at a global Fortune 100 company, creating an innovative worldwide ethics awareness intervention for an aerospace company, and a variety of other instructional products consistently distinguished by their performance focus. Her firm was one of the first to help clients measure and document transfer of training and business impact for business critical courses.

As the demand for accountability increased, Dawn successfully incorporated research expertise into the company to measure and document the impact of courses and curricula, audit the evaluation processes of organizations, and manage and report data for organizations that outsource this function.

Dawn has created competency and job models, curriculum architectures, curriculum maps, job/task analyses, and courses in a variety of formats. Dawn has performed performance gap analyses, designed evaluation strategies, and completed custom evaluations at all levels. In addition, she has managed data collection, analysis and reporting for companies who value critical assessment or continuous improvement and choose to outsource that function, and audited the evaluation processes of organizations wanting to improve that function.

Dawn is an active member of the American Society for Training and Development and the International Society for Performance Improvement, where she has served in a variety of leadership and committee member roles at both the local and international level. Most recently, she was appointed the Chair for ISPI’s International Conference, leading more than 100 volunteers to create a successful quality conference. She is also a participant in various business and civic groups, including the US Women’s Chamber of Commerce and the YWCA Leadership Institute.

As with most of us, her greatest performance challenges begin at home as she partners with her husband to raise two children and manage a small domestic zoo. When she’s not working, supervising homework or helping out with Scouts, church, the YWCA, Junior Achievement or the school, you can find Dawn in Dublin’s local library, looking for a good mystery.


Sharon Boller
Sharon is founder and president of Bottom-Line Performance, Inc., which she established in 1995. She provides the project management and instructional design expertise that help make BLP training interventions work for clients. She has been in the field of training and development for more than 17 years and has gained extensive experience in both instructional design and performance consulting.

Her expertise includes organizational assessment, diagnosis of performance problems, curriculum development, management of large instructional design projects, and development of learning tools in a variety of formats (web-based, CD-ROM-based, classroom-based, and print-based).

Sharon graduated magna cum laude from Indiana University in 1985 with a BA in Telecommunications (radio and TV). She earned her MS in Instructional Systems Technology from Indiana University in 1996. She earned the designation of Certified Training Consultant from Ball State's Center for Entrepreneurial Resources in 1988, and she was certified as a Zenger-Miller instructor in 1987.

Sharon is past president of the Central Indiana Chapter of the American Society for Training and Development (CIASTD). She has twice served as a featured speaker for this organization and, in 1997, was selected as Member of the Year. She has also presented to the Western Ohio Chapter of ASTD and is a three-time presenter for the International Society for Performance Improvement's international conference.


Michael Clark

Michael Clark is the technical officer for Dawn Snyder Associates, Inc. responsible for all communications infrastructure for the corporation. Michael designed and maintains our Virtual Private Network (VPN), ensuring that all associates and clients have protection across the Internet and secure and appropriate access to project materials and information. Our ability to stay connected is one key to success in this virtual organization.

As a value-add service, we often ask Michael to provide learner perspective. He is also qualified to do this, having been a victim of a variety of performance improvement initiatives.

Michael has over 20 years of network communications experience in a variety of technical and management roles. Working for companies such as AT&T, M/A-COM, Digital Microwave Corporation, and Cisco Systems, Michael’s knowledge spans multiple technologies and industries.

Michael holds the Cisco Certified Internetwork Expert (CCIE) designation – the most prestigious certification in the IT industry. In addition, he is also certified in wireless networking and IP Telephony specializations. Michael received his degree in Electronics Technology from College of Marin.

Michael has served for over three years as an advisory board member for the Department of Adult and Community Education Department of Columbus Public Schools focused on the Network Academies program. This program provides specific training to the community for Information Technology jobs, often as part of state workforce development initiatives.

When he’s not chasing down a technical problem, Michael is probably doing something for the Scouts or singing in a choir. Michael is also known as Mr. Dawn Snyder—the confusion arising from his keeping his maiden name.


John Graham
John Graham is a freelance database designer/manager who specializes in database creation and data collection. He consults with evaluation and statistics professionals to assist them with technology transfer, document management, and Internet/intranet strategies. He also has extensive experience with online surveys and polls. John has worked with many Silicon Valley companies over the past eleven years, including Apple Computer, Hewlett-Packard, Intel, LSI Logic, and Fawcette Technical Publications. He has partnered with Dawn Snyder on various projects for almost ten years.

John is also a freelance technical writer/editor, focusing on corporate and government education. He is the owner of French Bread Publications, an editorial consulting company that helps companies manage their content and communicate effectively in writing. As a technical writer, he works on user manuals, white papers, Web content, research reports, and help files. As an editor, he manages the editorial flow of ideas for printed and online material, including serial publications. Past credits include XML Magazine, The Multimedia & Internet Training Newsletter, Technology for Learning Newsletter, and Enterprise Development Magazine. He has edited over a hundred books in the fields of education and technology, and has written a number of articles on technology and tech culture.

John holds a B.A. in English from the University of California, San Diego, and is a member of the Society for Technical Communication. He lives with his wife, Tracy, in Carlsbad, California.

When not telling people what to do, John publishes a literary magazine and enjoys playing fantasy baseball and football. When he finds time to garden, John likes to brag about his ranunculus and tabebuia chrysotricha.


Tracy Graham
Tracy Graham is an evaluation specialist with over 12 years of experience in the field of research. She is the owner of Tracy Graham Associates, a research firm specializing in evaluation. Tracy Graham Associates has partnered successfully with Dawn Snyder Associates for more than 10 years, adding value and expertise to more than 35 complex and innovative projects.

Tracy’s specialty is quantitative/statistical analysis of data, primarily the creation and analysis of survey instruments. She has worked with more than fifteen companies in the high-tech arena to evaluate training and the impact of training; implement and maintain large-scale testing, marketing and training evaluation databases; and conduct needs assessments to determine job competencies, performance gaps, and training needs of employees. Clients she has worked with include Hewlett-Packard, Intel Corporation, Cisco Systems, Apple Computer, National Semiconductor, LSI Logic, and Sun Microsystems.

Tracy holds a B.A. in Psychology from the University of California, San Diego, and a M.S. in Industrial/Organizational Psychology from San Jose State University. An edited version of her Masters thesis, "Career Progression in a Fortune 500 Company: Examination of the Glass Ceiling," was published in IEEE (Institute of Electrical and Electronics Engineers) Transactions on Engineering Management.

Tracy is a founding member of the SJSU Masters I/O Alumni Association and a member of the American Evaluation Association.

Tracy lives in Carlsbad, California, with her husband and two energetic pets. During her non-working hours, she enjoys spending time with family, reading or watching historical mysteries, and taking walks on the beach with a very happy beagle.


Judy Issokson

Judy Issokson is the owner and managing principal of Issokson & Associates, a consulting group that offers 'blended solutions for balanced results' in the areas of Leadership Development, Change Management, Organizational Design, and Performance Consulting.

Judy and her teams work with leading organizations in the high tech and manufacturing industries to improve leadership performance, align people and processes, identify emerging issues, and assess the effectiveness of organizational interventions. Judy works directly with HR functions, executive teams, and/or senior staff . She also consults with clients who are eager to improve their global implementations, define improved strategies for effective transitions, and fine tune business integration processes. Judy’s clients appreciate her attention to designing actionable solutions and her willingness to adapt to doing business in their terms.

Judy holds a Doctorate in Educational Leadership and Masters in Education from Northeastern University and a BS in English Education from Boston University.

Judy is a member of AAUW, the E-learning Guild, and FAE. She is also a charter member of STEP, a consortium of education professionals in Fortune 500 companies.

In her spare time, she is the infrastructure for Tioli’s Restaurant, a fine dining Italian eatery which she and her husband own and operate in San Diego.


Darryl A. Lang

Darryl Lang, Ph.D. is an Industrial/Organizational Psychologist who helps organizations create more effective programs and work processes through the use of evaluation tools, quantitative and qualitative research, employee and customer feedback systems and balanced performance measures. She has 25 years’ experience in a variety of industries: federal government business, and non-profit organizations; and related disciplines: personal research, statistics, program evaluation, marketing research, group facilitation, change implementation, and service quality improvement.

Dr. Lang began her career as a Research Psychologist for the U.S. Coast Guard, then for the U.S. Navy. Her accomplishments include conducting the Coast Guard’s first national boating safety survey, validating the Coast Guard’s entrance exams against technical and on-the-job performance, managing computer-based selection testing for military recruits, and applying the Deming quality approach to operations improvements.

Dr. Lang applied her skills to marketing research when she became Senior Director for Market Development Inc. In this position she managed accounts that included AT&T International, Beatrice-Hunt Wesson, Bank of San Diego, and Faultless Starch. Dr. Lang’s next marketing research position brought her to Online Computer Library Center, Inc., a non-profit organization that provides computer-based services to libraries world-wide. There she managed the marketing research and customer data analysis functions. Her accomplishments include creating the first customer research panel, evaluating new products and services using a “portable” user lab and developing a statistical model to accurately predict customer system usage.

Over eight years, Dr. Lang held various management positions at Bank One. Her first major accomplishment was developing a customer satisfaction program for over 20 Information Technology and Operations departments. Dr. Lang went on to develop and implement a performance measurement system and a service level agreement program across all the IT and Operations business units. While with the Retail Division, she created a service quality measurement program for Bank One’s 2,000 banking centers and conducted the Bank’s first call tracking study that improved the way call centers process over 30 million calls a year.

In 2001 Dr. Lang formed Lang Consulting Group, LLC. Working with a network of professionals, Dr. Lang provides comprehensive performance improvement services for her clients. Her most recent clients include Ford Motor Company, Nationwide, Ohio Energy Project, National Energy Education Development Project and the American Library Association. In addition, Dr. Lang is an Adjunct Professor of Business Administration at Franklin University and an instructor at the Ohio State University’s John Glenn Institute.

Dr. Lang holds a B.S. from the University of Tennessee, an M.S. in Experimental Psychology from the University of Maryland, College Park, and a Ph.D. in Organizational/Industrial Psychology from Bowling Green State University, Ohio.


Leslie A. Nardone

Leslie A. Nardone, M.A. is a Performance Technologist with Dawn Snyder Associates. She brings to this role her commitment to high-quality performance improvement initiatives.

Leslie’s experience spans multiple industries and roles. Her early experience managing the Ohio State University library systems’ telephone center with a staff of 10 helped her see the value of training and development. She also worked for a market research firm, conducting interviews, focus groups, and telephone surveys.

After receiving her master’s degree in the field, Leslie worked in both performance technology and organization design roles for AT&T National Product Training Center and Network Systems Quality Assurance. Her accomplishments included successful projects such as:

  • Improving communication processes for more efficient information dissemination and better quality decision-making. One result of process change was getting the training team involved in new initiatives early in the cycle, which resulted in a better intervention as well as additional time for design and development.
  • Managing the design and development of globally-implemented technical curriculua. Developing these curricula involved working with audiences and subject-matter experts, job, task and performance analysis, instructional design and development, evaluation, and project management.
  • Identifying and recommending training facilities for implementations in China.

When Leslie relocated to the West Coast, she started her own business, Performance By Design, in which she helped clients align curricula to competencies, evaluate the effectiveness of courses, design and develop instructional materials, and coach workshop instructors.

She came back to her Columbus roots, first joining Barnes and Noble, where she holds one of the top sales records with a new marketing initiative. Her secret to success was using interviewing methods to identify qualitative data that identified customers who would benefit from the initiative. In her spare time, she reviewed the back office work flow and recommended a redesign. Her changes were adopted and a more efficient system is now in place.

Leslie joined Dawn Snyder Associates in 2002 and adds her skill set to the project mix. Leslie also manages internal projects.

Leslie holds a B.A. in Communication Theory from The Ohio State University, 1977 and a M.A. in College of Education, Training and Development, 1987. She is certified in DACUM® job analysis techniques. Leslie has a long history of service to both ISPI and ASTD, and remains active in professional organizations.

When she’s not improving processes, Leslie is enjoying being back in the Midwest and drawing energy from its four seasons. She has an enormous love of books and has an extensive personal library, which is guarded by her 3 cats.

Code of Ethics
Download our Code of Ethics as a PDF

As a Dawn Snyder Associates, Inc. (DSA, Inc.) business partner or associate, you are asked to maintain the highest standards of business and personal conduct. This policy will not cover all the possible situations in which you will have to make ethical or business choices; however, we require that you always act with integrity, use good judgment and make your ethical choice on the basis of what is legal, honest, and fair to you, our company, and our clients.

The Client Relationship
The client relationship is one of the most important and treasured relationships that consultants have the opportunity to foster and grow. This relationship is the source of current and future business. At DSA, Inc, our client relationships are built on trust and mutual respect. We strive to exceed client expectations by providing personal support as well as the professional deliverables we have agreed upon. In terms of the client relationship, we expect the following:

  • Always deliver what is promised on time and in budget.
  • Return telephone calls and e-mail messages timely; a client should expect a response in less than 24 hours.
  • Be prompt for meetings.
  • Anticipate client needs whenever possible.
  • If you encounter a problem, escalate it quickly and appropriately.

The Associate/Partner Relationship
Our relationship with associates and partners is equally valued. These are important and treasured relationships which we consider long-term commitments. At DSA, Inc., our associate and partner relationships are also built on trust and mutual respect. We strive to exceed associate and partner expectations by fostering a team atmosphere in which each professional can contribute fully and successfully to a quality project. In terms of our relationship with our teams, we expect the following:

  • Always deliver what is promised to team members on time and in budget.
  • Return telephone calls and e-mail messages timely; a team member should expect a response in less than 24 hours.
  • Be prompt for meetings.
  • Anticipate the needs of team members whenever possible.
  • If you encounter a problem, escalate it quickly and appropriately.
  • We all work together until the project is done.
  • Invoices submitted on time are paid on time.

No associate or partner is authorized to subcontract Dawn Snyder Associates project work under any circumstances.


Confidential Information
DSA, Inc. business partners and associates always have access to highly proprietary and confidential client information. Protecting this information is a responsibility that we take very seriously. Client information is not to be discussed or mentioned in a casual conversation with anyone not currently associated with DSA, Inc. or our business partners. There are no exceptions to the protection of confidential information.

DSA, Inc. takes reasonable steps to maintain the secrecy of such information and requires that this information remain confidential both while you are working with us and when the project and/or your association with us ends.

Confidential information includes, but is not limited to:

  • Business plans and strategy information, financial information, billing information, sales figures, price lists, balance sheets, marketing or mailing lists, existing or potential client databases, business strategy information, information relating to existing or future products, processes, and services, vendor or supplier contracts, internal memoranda, consulting reports, and research findings.
  • Documents, materials and reports generated by DSA, Inc. including proposals, strategies, pricing, forms and formats, evaluation instruments, reports, and findings.
  • Information about yourself or any other business partner or associate concerning pay/salary, employment dates, contract negotiations, performance expectations, or other personnel matters.

We protect the environment by recycling whenever possible; however, client confidential information (such as drafts of materials) is never to be thrown away or recycled. Return all materials to the project manager at DSA, Inc. for proper records disposal.


Company Assets
Assets of DSA, Inc. (including but not limited to, the copy machine, fax machine, computer hardware and peripherals, computer software, telephones, credit cards, petty cash, Internet service, office supplies, DSA, Inc. intellectual property, etc.) should not be used for any purpose other than the business and client needs of DSA, Inc.

Our Relationships with Competitors
DSA, Inc. is and always will be a vigorous competitor. Our competitive strategies and other strategic decisions are made independently without consultation or discussion with our competitors.
DSA, Inc. respects our competitors and does not knowingly or intentionally use, borrow, or copy ideas, products, terms, or information produced or distributed by our competitors.

Conflicts of Interest
A conflict of interest may arise if while an active business partner or associate of DSA, Inc. you are:

  • Asked to participate in the proposal process or on a project with a current DSA, Inc. client
  • Asked to participate with a DSA, Inc. competitor in the proposal process against DSA, Inc.
  • Asked to participate in the proposal process or on a project with a current DSA, Inc. business partner or associate, or
  • Asked to participate in a situation which may interfere with your independent and objective exercise of judgment.

If such a conflict occurs, contact your DSA project manager immediately.

Gifts and Entertainment
Nominal entertainment, social functions, business meals, and holiday gift giving are a normal part of conducting business and usually will not constitute as a conflict of interest. However, gifts or entertainment beyond a nominal level could be viewed as an attempt to influence your judgment and should be avoided.

Financial Records
DSA, Inc. business partners and associates are expected to track billable time and expenses in a fair, accurate, and consistent manner. At any time, you may be asked to provide an audit trail and complete documentation that supports your invoice.

DSA, Inc. business partners and associates will:
Support all reimbursable expenses with appropriate invoices, receipts, or related documents.
Maintain and report records in accordance with generally accepted accounting practices and government reporting requirements.
Observe our company record-retention procedures and protect records from accidental loss or destruction.

Copyright Laws
DSA, Inc. business partners and associates respect all copyright laws and use only material and software that we have designed and developed ourselves or purchased commercially and have the written authority to use.

Violating a copyright exposes you and DSA, Inc. to serious legal and financial liabilities. Therefore, we maintain current licenses on materials such as computer software and off-the-shelf training programs and materials. We require our business partners and associates to follow copyright law and avoid using protected materials improperly.


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