But he was the first to show how one person, armed with creativity, some friends, $150, and the Internet, could turn an entire industry upside down.United Airlines had broken Dave’s guitar in checked luggage. After eight months of pestering the company for compensation, he turned to his best tool—songwriting—and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after its launching, the first million people had watched “United Breaks Guitars.” United stock went down 10 percent, shedding $180 million in value; Dave appeared on outlets as diverse as CNN and The View. United relented. And throughout the business world, people began to realize that “efficient” but inhuman customer-service policies had an unseen cost—brand destruction by frustrated, creative, and socially connected customers.“United Breaks Guitars” has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social-media circles. Today, more than 150 million people are familiar with this story.In this book, you’ll hear about how Dave developed the “just do it” philosophy that made him the ideal man to take on a big corporation, what it felt like to be in the center of the media frenzy, and how he’s taken his talents and become a sought-after songwriter and public speaker. And businesspeople will learn how companies should change their policies and address social-media uprisings.Since “United Breaks Guitars” emerged, nothing is the same—for consumers, for musicians, or for business. Whether you are a guitarist, a baggage handler, or a boardroom executive, this book will entertain you and remind you that we are all connected, that each of us matters, and that we all have a voice worth hearing.

    These were the days when the young Oilers, led by a teenaged Wayne Gretzky, were poised on the edge of greatness, and about to blaze their way into the record books and the consciousness of a nation. While the story of the early Oilers embodies the book, The Game of Our Lives is much more than a retelling of one season in the life of an NHL team.Unlike any book ever written in the annals of hockey, Gzowski beautifully weaves together the anatomy of a modern NHL team with the magnificent history of the game to create one of the best books about hockey in Canada. Here are the great teams and the great players through the ages—Morenz, Richard, Howe, Orr, Hull—the men whose rare and indefinable genius on the ice exemplified the speed, grit and innovation of the game.The Game of Our Lives is the best book on the Canadian passion for hockey; a wondrously perceptive account of the hold the game has on Canadians. —Jack Granatstein, The National Post

    Her guilt-plagued mother cannot accept her daughter's deafness. Grania's saving grace is her grandmother Mamo, who tries to teach Grania to read and speak again. Grania's older sister, Tress, is a beloved ally as well-obliging when Grania begs her to shout words into her ear canals and forging a rope to keep the sisters connected from their separate beds at night when Grania fears the terrible vulnerability that darkness brings. When it becomes clear that she can no longer thrive in the world of the hearing, her family sends her to live at the Ontario School for the Deaf in Belleville, where, protected from the often-unforgiving hearing world outside, she learns sign language and speech.After graduation Grania stays on to work at the school, and it is there that she meets Jim Lloyd, a hearing man. In wonderment the two begin to create a new emotional vocabulary that encompasses both sound and silence. But just two weeks after their wedding, Jim must leave home to serve as a stretcher bearer on the blood-soaked battlefields of Flanders.During this long war of attrition, Jim and Grania's letters back and forth-both real and imagined-attempt to sustain their young love in a world as brutal as it is beautiful. Frances Itani's depiction of a world where sound exists only in the margins is a singular feat in literary fiction, a place difficult to leave and even harder to forget. A magnificent tale of love and war, Deafening is finally an ode to language-how it can console, imprison, and liberate, and how it alone can bridge vast chasms of geography and experience.

    Founded on December 4, 1909, the team won its first Stanley Cup in 1916. Since then, the Canadiens have won 23 more championships, making them the most successful hockey team in the world. The team has survived two wars, the Great Depression, NHL expansion, and countless other upheavals, thanks largely to the loyalty of fans and an extraordinary cast of players, coaches, owners, and managers. The Montreal Canadiens captures the full glory of this saga. It weaves the personalities, triumphs, heartaches, and hysteria into a compelling narrative with a surprise on every page. It sheds new light on old questions – how the team colours were chosen, how the Canadiens came to be known as the Habitants – and goes behind the scenes of tumultuous recent events still awaiting thorough examination: why Scotty Bowman was passed over as general manager after Sam Pollock resigned; why Pollock’s successor, Irving Grunman, failed; why Serge Savard was dumped as GM so hastily despite his record.Colourful and controversial, The Montreal Canadiens is the history of a team that has been making news for 100 years – and continues to do so with the return of legendary player Bob Gainey as general manager, determined to bring the Stanley Cup back to Montreal.

    These torchlight adventures have since inspired a generation of scientists, and his research is still considered useful today. In The Secret Life of Wombats, James Woodford pursues Nicholson's story and embarks on his own journey to uncover the true nature of our most intriguing marsupial."Woodford has done the research, he has read widely, spoken with the major wombat pundits and with the lay observers. He has travelled to gain direct experience of all species...I know more about wombats than I did, and retain some stark images which I hope never to lose." - Sunday Age.

    By the spring of 2002, Boucher was safely in prison but the Hells Angels had grown to 37 chapters with close to 600 members across the country. They had taken over the drug trade and continued their rapid expansion into Ontario with a recent, high-profile enlistment -- or patchover -- of 168 members from other gangs. In Winnipeg, gang warfare turned ugly as the Hells muscled out the competition and firebombed a policeman's home. In Vancouver, they secured a stranglehold on smuggling in the all-important West Coast port. The Road to Hell is the story of how the Hells have taken over the Canadian crime scene: how politicians dithered while overburdened prosecutors burned out and lost major cases; how police brass squabbled while a handful of dedicated cops worked years to amass their evidence; how a few citizens stood up the bikers and paid for that bravery with their lives. Murder plots, drug deals, money laundering and assassinations are brought to life through never-before-revealed police files, wiretaps and surveillance tapes. In gripping prose, the authors tell all about Boucher's war on the justice system; how he finally lost in Quebec, thanks in part to Danny Kane, a reluctant biker turned informer; but how across Canada the Hells have succeeded in building a national crime empire. "The RCMP and then the police in Montreal would run Danny Kane as one of the most successful -- and most secretive -- agents ever to infiltrate organized crime. Kane would climb allthe way to the top: from a lowly hangaround to a trusted confidante of the Quebec Nomads, the elite chapter led by the top Hells Angels lieutenants of Maurice "Mom" Boucher. And through his entire six-year-career as a spy, few people -- even inside the police -- would ever know about his dangerous double life. -- from" The Road to Hell

    Written in an accessible style and with a wry sense of humor, Lynda Gray provides readers with a broad overview of the diverse and complex day-to-day realities of Firs Nations people. Jam-packed with information on more than 70 subjects including urbanization, veterans, feminism, appropriate questions to ask a First Nations person, child welfare, the medicine wheel, food access, Two-spirit (LGBT), residential schools, the land bridge theory, National Aboriginal History Month, and language preservation, First Nations 101 endeavors to leave readers with a better understanding of the shared history of First Nations and non-First Nations people. Ultimately, the author calls upon all of us--individuals, communities, and governments--to play active roles in bringing about true reconciliation between First Nations and non-First Nations people.

    Winner of the McNally Robinson Aboriginal Book of the Year and the Aboriginal Fiction Book of the Year--a collection of twenty short stories told in Thomas King's classic, wry, irreverent, and allegorical voice.

    . . should have strong, immediate interest for the ecologists engaged in efforts to restore the Everglades."--William B. Robertson, research biologist for Everglades National ParkFrom the book--Pa built our house out of rough lumber that they got from Frazier’s sawmill . . . a one-room house about 16 to 18 feet long and 12 feet wide. We all slept on cots and sat on boxes or a trunk. The kitchen was in the corner, and Ma cooked on a four-hole stove, which cost six dollars. Me and my middle brother, Alvin, sat on a trunk to eat at the table. That trunk had some long cracks in it. My brother knew just how to move so the crack would pinch . . . .Years before the Park was established, when all the land and marsh seemed to belong to me, we would help ourselves to whatever we could see or trade for survival. Mostly we would sell gator and otter hides. . . . On this particular trip, after grunting awhile at the gator hole, I gave up and made tracks to the camp since I wanted to return by dark. . . . I was lying under my skeeter bar with a small tarp stretched between two cabbage palms. About midnight, I heard the dried cabbage fronds breaking in the path toward my camp. The night was pitch black . . .Few people today can claim a living memory of Florida's frontier Everglades. Glen Simmons, who has hunted alligators, camped on hammock-covered islands, and poled his skiff through the mangrove swamps of the glades since the 1920s, is one who can. Together with Laura Ogden, he tells the story of backcountry life in the southern Everglades from his youth until the establishment of the Everglades National Park in 1947. During the economic bust of the late ‘20s, when many natives turned to the land to survive, Simmons began accompanying older local men into Everglades backcountry, the inhospitable prairie of soft muck and mosquitoes, of outlaws and moonshiners, that rings the southern part of the state. As Simmons recalls life in this community with humor and nostalgia, he also documents the forgotten lifestyles of south Florida gladesmen. By necessity, they understood the natural features of the Everglades ecosystem. They observed the seasonal fluctuations of wildlife, fire, and water levels. Their knowledge of the mostly unmapped labyrinth of grassy water enabled them to serve as guides for visiting naturalists and scientists. Simmons reconstructs this world, providing not only fascinating stories of individual personalities, places, and events, but an account that is accurate, both scientifically and historically, of one of the least known and longest surviving portions of the American frontier.Glen Simmons has lived in the south Florida Everglades since his birth in 1916 in Homestead. In 1995 he was awarded a State of Florida Heritage Award for his unique contribution to Florida's history and folk culture. He has demonstrated and taught glades skiff building for the Florida Department of State, Bureau of Folklife, and the South Florida Historical Society; his boats are on permanent display at the Florida Folklife Museum in White Springs, Florida, and at the Historical Museum of Southern Florida, Miami.Laura Ogden, also born in Homestead and a life-long friend of Glen Simmons, is assistant professor of anthropology at Florida International University.

    Kodigehalli Mune Gowda was crowned the city's first 'don' back in the 1960s, but it was in the '80s and the '90s that powerhouses like Muthappa Rai, Sreedhar, 'Boot House' Kumar aka Oil Kumar, Bekkina Kannu Rajendra and Srirampura Kitty emerged. In Bhais of Bengaluru, Jyoti Shelar, a print journalist with ten years of work experience as a field reporter, explores this mysterious and fascinating underbelly of India's Garden City.

    The result is The Backbone of the World, an arresting exploration of America’s longest wilderness corridor, a harsh and unforgiving region inhabited by men and women whose way of life is as imperiled as the neighboring wildlife. With the brutal beauty and stark cadences of a Cormac McCarthy novel, The Backbone of the World tells the story of the last remnants of the Old West, America’s mythic landscape, where past and present are barely discernible from one another and where people’s lives are still intrinsically linked to their natural surroundings. Clifford vividly captures the challenges of life along the Divide today through portraits of memorable characters: a ranching family whose isolated New Mexico homestead has become a mecca for illegal immigrants and drug smugglers; a sheep herder struggling to make a living tending his flock in the mountains above Vail, Colorado: an old mule packer who has spent years scouring the mountains of northwest Wyoming for the downed plane of his son; a Yellowstone Park ranger on a lone crusade to protect elk and grizzly bears from illegal hunters; and a group of Blackfeet Indians in northern Montana who are fearful that a wilderness sanctuary will be lost to oil and gas development. In each of their stories, the tide of change is looming as environmental, economic, social, and political forces threaten this uniquely unfettered population. Clifford’s participatory approach offers a haunting and immediate evocation of character and geography and an unsentimental eulogy to the people whose disappearance will sever a link with the defining American pioneer spirit. Set in a world of isolated ranches, trail camps, mountain bivouacs, and forgotten hamlets, The Backbone of the World highlights the frontier values that have both ennobled and degraded us, values that symbolize the last breath of our founding character.From the Hardcover edition.

    No more than eeny, meeny, miney, mo and who we were supposed to catch by the toe.Wish Mooney’s earliest memory in life is finding a corpse in the Waterford River. Jarring stuff for a four-year-old, yet far from the most shocking or bizarre he would witness growing up in west end St. John’s next door to the Waterford Hospital. Or, as it was unabashedly labelled before the advent of political correctness: the Mental.An unfortunate moniker, but one legitimately derived from the original name of the place—the Hospital for Mental and Nervous Diseases—when it opened in 1854. Not until 1972 would it be renamed after the river that runs by it. But in Mooney’s world, which revolved mostly in and around the asylum’s drab, depressing confines in the mid-1970s, it was colloquially the Mental, just as its largely despondent inhabitants were the mental patients.Thus was the oft-surreal environment that unavoidably enveloped Wish and the rest of the Irish Catholic Mooney clan, including the quietly acknowledged other realities of the place—the sad, the tragic, the maniacal. Little did Wish ever consider that any or all of that would come full circle later in life when, as the court reporter for the Daily News, he would be thrust into the middle of his own life story, replete with shocking conclusion.

    1 pick in the 2000 AFL draft, to six-time winner of St Kilda's best and fairest award, to five-time All Australian, to captaining his club for a record 220 games, to more than 330 games as a star of the AFL, Nick Riewoldt is an out-and-out champion.The Things that Make Us is Nick's autobiography, written with a deep intelligence and insight, and giving a fascinating perspective on his extraordinary life and career. As Nick describes it:'I hope there's something in these pages for everyone who's known grief, especially anyone who's lost a sibling. I hope, too, that my story brings a deeper understanding of a footballer's crazy world. An insight into what goes into making it, what it takes to stay there, and the crippling anxiety that can consume you when your burden is to accept only the best. I hope it paints a picture of what it's like to be the focus of acclamation and scandal, the good and bad of a searing spotlight, and how these experiences can bring out the best and worst in us.'I hope it honours my family - the German and Tasmanian sides with their stories of struggle and endurance - who are the essence of the book's title. I hope it gives thanks for the love I found on the other side of the world, and the beautiful next generation Cath and I are building together. 'I hope above all that it honours my sister Maddie. 'These are the things that made me.'The Things That Make Us is the intimate, powerful and revealing account of the life of an AFL superstar, and a classic in the making.

    8.45 p.m. Torpedoed by a Pakistani submarine, the INS Khukri sank within minutes. Along with the ship, 178 sailors and eighteen officers made the supreme sacrifice. Last seen calmly puffing on his cigarette, Captain Mahendra Nath Mulla, captain of the Khukri, chose to go down with his ship. This defining moment of the 1971 war between India and Pakistan is the basis of Major General Ian Cardozo’s attempt to understand what happened that day and why.General Cardozo brings fresh insight into the hellish ordeal by including the heartfelt accounts of the survivors and of the members of their families. These accounts transform the stereotypical understanding of the incident; they also supplement it. We glimpse fear, trauma and death first-hand. In the annals of war writing, General Cardozo humanises this cataclysmic event as never before.

    . . . Steffy meets the burden by demonstrating that corporate behemoth BP (formerly British Petroleum) could have prevented the 11 deaths on April 20, 2010, aboard the Deepwater Horizon. . . . The deaths and the gigantic oil spill following the sinking of Deepwater Horizon will surely become a landmark of corporate ineptness and greed for the remainder of human history, thanks in part to Steffy's remarkable account." San Antonio Express-News "Steffy has produced a fascinating, gripping, revealing account. . . . The book details events aboard the Deepwater Horizon in April of 2010 to start, but it digs deeper into what is revealed as a culture of cost-cutting boiling over within BP. Steffy documents years of incidents and poor management decisions, detailing the rise of key characters like John Browne and Tony Hayward alongside riveting outlines of horrifying events in Texas City and at other BP locations. . . . The book reads like fiction at times, with the author's heavily-detailed accounts of explosions and conversations creating vivid, nearly fantastical images. The tragic history of BP is all-too-real, though, as the lost lives and environmental damage certainly attest to.. . . Steffy is a thorough, straightforward author. His concerns largely lie with the loss of life and the general culture of cost-cutting of BP, painting an apt and terrifying picture of rampant, steady, costly neglect." Seattle Post Intelligencer "Steffy provides valuable insight and crucial corporate context in explaining how so much oil ended up in the Gulf of Mexico." BusinessWeek "[Steffy's] investigations reveal a corporate culture of cost-cutting initiatives that put profits ahead of workers' lives and the environment, with repeated safety violations and an abysmal accident history. . . . Steffy details how, in the context of BP's record, the disaster was just part of a pattern of poor decision making in the relentless pursuit by BP to become the largest and most profitable oil company in the world." Booklist About the BookAs night settled on April 20, 2010, a series of explosions rocked Deepwater Horizon, the immense semisubmersible drilling platform leased by British Petroleum, located 40 miles off the Louisiana coast. The ensuing inferno claimed 11 lives, and it would rage uncontained for two days, until its wreckage sank to a final resting place nearly a mile beneath the waves. On the ocean floor, the unit's wellhead erupted. Over the next ten weeks, as repeated attempts to cap the geyser failed, an estimated 200 million gallons of oil--the equivalent of 20 Exxon Valdez spills--spewed into the Gulf of Mexico, eventually lapping up on beaches as far away as Florida.Drowning in Oil, by award-winning Houston Chronicle business reporter and columnist Loren Steffy--considered by many to be the writer with the best access to the story--is an unprecedented and gripping narrative of this catastrophe and how BP's winner-take-all business culture made it all but inevitable.Through never-before-published interviews with BP executives and employees, environmental experts, and oil industry insiders, Steffy takes us behind the scenes of 100 years of BP corporate history. Beginning with the conglomerate's early gambits in the Middle East to its recent ascent among energy titans, Steff unearths the roots of the Gulf oil spill in the unwritten bargain between oil producers and consumers, whose insatiable appetites drive the search for new supplies faster, farther, and deeper.Beyond this, the Deepwater Horizon disaster took place after a history of cost cutting in pursuit of profits, particularly under the guidance of its two most recent ex-CEOs, John Browne and Anthony Hayward.Exhaustively researched and documented, Drowning in Oil is the first in-depth examination of how a lack of corporate responsibility and government oversight led to the biggest offshore oil spill in U.S. history. It is an objective, no-punches-pulled account of the energy industry: its environmental impact and the intense competition among stakeholders in today's oil markets.This book puts all the pieces together, offering a definitive account of BP's pursuit of outsized profits as the industrial world awakens to the grim realities of Peak Oil."They fumbled around the darkened room and found an instruction manual. By flashlight, they read the starting procedures. They were doing everything right. After five or six futile tries, they gave up and headed back toward the bridge. Back on the bridge, alarms were shrieking and the captain knew they were running out of time. The subsea engineer had hit the emergency disconnect for the well, and although the control panel showed the rig should be free, it wasn't. The hydraulics were dead. Fire continued to shoot from the top of the derrick. The rig had no power, and without power, it had no pumps for the firefighting equipment, no way to shut off the flow of gas from the well, and no way to disconnect the rig from the flaming umbilical that had it tethered to the wellhead." --from Drowning in Oil