This text is user-focused and has been highly updated including topics, pictures and examples. The Williams text contains less theory and more application to engage students who might be more familiar with technology. Continually published and updated for over 15 years, Using Information Technology was the first text to foresee and define the impact of digital convergence--the fusion of computers and communications. It was also the first text to acknowledge the new priorities imposed by the Internet and World Wide Web and bring discussion of them from late in the course to the beginning. Today, it is directed toward the "Always On" generation that is at ease with digital technology--comfortable with iPhones, MySpace, Facebook, Twitter, Wikipedia, and the blogosphere--but not always savvy about its processes, possibilities, and liabilities. This 8th edition continues to address the two most significant challenges that instructors face in teaching this course: -Trying to make the course interesting and challenging, and -Trying to teach to students with a variety of computer backgrounds. In addition, this text correlates with Simnet Online for full integration of resources within the Computing Concepts course.

    It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

    In addition to 12 comprehensive lessons, this innovative book includes games, exercises, Tricks of the Trade and common pitfalls and mistakes well as enough sample test questions for nearly a full CAPM exam. This book contains over 400 pages of material, including new exercises and sample questions never before in print. With critical time-saving tips, plus games and activities available nowhere else, this book will help you pass the CAPM exam on your FIRST try.

    Politicians and marketers present shoddy evidence for dubious claims all the time. But smart people make mistakes too, and when it comes to statistics, plenty of otherwise great scientists--yes, even those published in peer-reviewed journals--are doing statistics wrong."Statistics Done Wrong" comes to the rescue with cautionary tales of all-too-common statistical fallacies. It'll help you see where and why researchers often go wrong and teach you the best practices for avoiding their mistakes.In this book, you'll learn: - Why "statistically significant" doesn't necessarily imply practical significance- Ideas behind hypothesis testing and regression analysis, and common misinterpretations of those ideas- How and how not to ask questions, design experiments, and work with data- Why many studies have too little data to detect what they're looking for-and, surprisingly, why this means published results are often overestimates- Why false positives are much more common than "significant at the 5% level" would suggestBy walking through colorful examples of statistics gone awry, the book offers approachable lessons on proper methodology, and each chapter ends with pro tips for practicing scientists and statisticians. No matter what your level of experience, "Statistics Done Wrong" will teach you how to be a better analyst, data scientist, or researcher.

    Five actual journal articles are reproduced in the appendix as examples of the different research designs.

    Things I Wish I'd Known Sooner is a many-hued bouquet of wisdom and strength for women at every stage of living. From a woman who found her life never perfect yet always full of wonder comes a rare treasure of a book.

    

    . . . Put this one on your must-have list if you have software, love software, hate programmers, or even ARE a programmer, because Mr. Platt (who teaches programming) has set out to puncture the bloated egos of all those who think that just because they can write a program, they can make it easy to use. . . . This book is funny, but it is also an important wake-up call for software companies that want to reduce the size of their customer support bills. If you were ever stuck for an answer to the question, 'Why do good programmers make such awful software?' this book holds the answer."--John McCormick, Locksmith columnist, TechRepublic.com "I must say first, I don't get many computing manuscripts that make me laugh out loud. Between the laughs, Dave Platt delivers some very interesting insight and perspective, all in a lucid and engaging style. I don't get much of that either!"--Henry Leitner, assistant dean for information technology andsenior lecturer on computer science, Harvard University "A riotous book for all of us downtrodden computer users, written in language that we understand."--Stacy Baratelli, author's barber "David's unique take on the problems that bedevil software creation made me think about the process in new ways. If you care about the quality of the software you create or use, read this book."--Dave Chappell, principal, Chappell & Associates "I began to read it in my office but stopped before I reached the bottom of the first page. I couldn't keep a grin off my face! I'll enjoy it after I go back home and find a safe place to read."--Tsukasa Makino, IT manager "David explains, in terms that my mother-in-law can understand, why the software we use today can be so frustrating, even dangerous at times, and gives us some real ideas on what we can do about it."--Jim Brosseau, Clarrus Consulting Group, Inc. A Book for Anyone Who Uses a Computer Today...and Just Wants to Scream! Today's software sucks. There's no other good way to say it. It's unsafe, allowing criminal programs to creep through the Internet wires into our very bedrooms. It's unreliable, crashing when we need it most, wiping out hours or days of work with no way to get it back. And it's hard to use, requiring large amounts of head-banging to figure out the simplest operations.It's no secret that software sucks. You know that from personal experience, whether you use computers for work or personal tasks. In this book, programming insider David Platt explains why that's the case and, more importantly, why it doesn't have to be that way. And he explains it in plain, jargon-free English that's a joy to read, using real-world examples with which you're already familiar. In the end, he suggests what you, as a typical user, without a technical background, can do about this sad state of our software--how you, as an informed consumer, don't have to take the abuse that bad software dishes out.As you might expect from the book's title, Dave's expose is laced with humor--sometimes outrageous, but always dead on. You'll laugh out loud as you recall incidents with your own software that made you cry. You'll slap your thigh with the same hand that so often pounded your computer desk and wished it was a bad programmer's face. But Dave hasn't written this book just for laughs. He's written it to give long-overdue voice to your own discovery--that software does, indeed, suck, but it shouldn't.

    These principles can be used in any organization to foster integrity and self-discipline and bring a positive change.Developing the Leader Within You Workbook also allows readers to discover how to be effective in the highest calling of leadership by understanding the five characteristics that set "leader managers" apart from "run-of-the-mill managers."In this companion to the bestseller, John Maxwell shows readers how to develop the vision, value, influence, and motivation required of successful leaders.

    Take in the spectacle of Machu Picchu at sunrise, treat your taste buds to Lima's famous ceviche, or try to solve the mystery of the Nazca Lines; all with your trusted travel companion. Discover the best of Peru and begin your journey now!Inside Lonely Planet Discover Peru: Full-color maps and images throughoutHighlights and itineraries show you the simplest way to tailor your trip to your own personal needs and interestsInsider tips save you time and money and help you get around like a local, avoiding crowds and trouble spotsEssential info at your fingertips - including hours of operation, phone numbers, websites, transit tips, and pricesHonest reviews for all budgets - including eating, sleeping, sight-seeing, going out, shopping, and hidden gems that most guidebooks missCultural insights give you a richer and more rewarding travel experience - including customs, history, art, literature, music, landscapes, outdoor activities, wildlife, food, drink, and moreOver 50 color local mapsUseful features - including Walking Tours, Month-by-Month (annual festival calendar), and Travel with KidsCoverage of Iquitos, the Amazon, Huaraz, Trujillo, the North, Cuzco, Machu Picchu, Lima, Lake Titicaca, Nazca, Arequipa, the South, and moreThe Perfect Choice: Lonely Planet Discover Peru, our easy-to-use guide, is perfect for travelers who seek the most popular attractions a destination has to offer. Filled with inspiring and colorful photos, this guide focuses on the best of the best.Looking for a comprehensive guide that recommends a wide range of experiences, both popular and offbeat, and extensively covers all the country has to offer? Check out Lonely Planet's Peru guide. Authors: Written and researched by Lonely Planet, Carolina A Miranda, Carolyn McCarthy, Kevin Raub, Brendan Sainsbury, and Luke Waterson.About Lonely Planet: Started in 1973, Lonely Planet has become the world's leading travel guide publisher with guidebooks to every destination on the planet, as well as an award-winning website, a suite of mobile and digital travel products, and a dedicated traveler community. Lonely Planet's mission is to enable curious travelers to experience the world and to truly get to the heart of the places they find themselves in.TripAdvisor Travelers' Choice Awards 2012 and 2013 winner in Favorite Travel Guide category'Lonely Planet guides are, quite simply, like no other.' - New York Times'Lonely Planet. It's on everyone's bookshelves; it's in every traveller's hands. It's on mobile phones. It's on the Internet. It's everywhere, and it's telling entire generations of people how to travel the world.' - Fairfax Media (Australia)

    Stunning state-of-the-art imagery and specialist up-to-the-minute research and information describes your baby's remarkable progress in the womb. With clear, authoritative advice that demystifies complex medical jargon, this is an essential guide for every parent-to-be during this extraordinary and wonderful time.

    All aspects of this therapeutic technique are explored engagingly and in detail. The authors describe how to select appropriate types of sand, put together a sandtray, and develop a collection of miniatures for their clients to use. Their six-step protocol guides beginners through a typical session, including room set-up, creation of the client’s sandtray and the therapist’s role, processing the sandtray, cleanup, and post-session documentation. New chapters discuss group sandtray therapy, working with couples and families, sandtray therapy and psychic trauma, integrating cognitive and structural techniques, and a review of the relevant research. Numerous photos of sandtrays and miniatures are provided, and case studies illustrate how to carry out an effective session. Appendices offer sample forms and handouts, as well as a detailed bibliography to help readers make the most of this innovative and creative therapy practice.

    The Fifth Edition features updated information throughout, including new theories and models such as the Healthy Action Process Approach (HAPA) and the Community Readiness Model (CRM), sections on grant writing and preparing a budget, real-life examples of marketing principles and processes, and a new classification system for evaluation approaches and designs. Health Education, Health Promotion, Health Educators, and Program Planning, Models for Program Planning in Health Promotion, Starting the Planning Process, Assessing Needs, Measurement, Measures, Measurement Instruments and Sampling, Mission Statement, Goals, and Objectives, Theories and Models Commonly Used for Health Promotion Interventions, Interventions, Community Organizing and Community Building, Identification and Allocation of Resources, Marketing: Making Sure Programs Respond to Wants and Needs of Consumers, Implementation: Strategies and Associated Concerns, Evaluation: An Overview, Evaluation Approaches and Designs, Data Analysis and Reporting. Intended for those interested in learning the basics of planning, implementing, and evaluating health promotion programs

    But despite universal acceptance of reading's vital importance, the reading gap in our classroom remains, and it is linked to an array of factors, such as parental wealth, education and book ownership, as well as classroom practice. To close this gap, we need to ensure that every teacher has the knowledge and skill to teach reading with confidence.In Closing the Reading Gap, Alex Quigley explores the intriguing history and science of reading, synthesising the debates and presenting a wealth of usable evidence about how children develop most efficiently as successful readers. Offering practical strategies for teachers at every phase of their teaching career, as well as tackling issues such as dyslexia and the role of technology, the book helps teachers to be an expert in how pupils 'learn to read' as well as how they 'read to learn' and explores how reading is vital for unlocking a challenging academic curriculum for every student.With a focus on nurturing pupils' will and skill to read for pleasure and purpose, this essential volume provides practical solutions to help all teachers create a rich reading culture that will enable every student to thrive in school and far beyond the school gates.

    Covey, RESUMES ARE DEAD is not for the faint of heart. This ebook tackles one of life's most compelling choices: money or meaning? The audio is relevant, timely and career-critical. Learn how to design a career that supports your quest for both money and meaning—providing you the freedom to pursue your dreams and live your ideal lifestyle.This is career development reworked, unconventional and results-driven. Whether you're retired, in the middle of your career, fresh out of college, or have been hit hard by economic crisis, RESUMES ARE DEAD is chock-full of powerful, raw principles that will help you find your footing, contribute to the world in meaningful ways, and simultaneously create your ideal lifestyle.“My verdict: SHEER GENIUS! I love it, I think it’s brilliant, I think it’s bold and courageous, I think it will help people out everywhere.”—Stephen M.R. Covey, author of The New York Times bestseller, The Speed of Trust“Richie hits the nail on the head in the pursuit of dreams. We cannot sit back and wait for life to serve up opportunities, but rather we must create our value and contribute in a powerful way.”—Kenny Anderson, author of Common Denominators for Success“Can I just say WOOOOOOOOOOOW!!! I’m just moved and on fire right now. Very relevant and timely message for our days (and for everyone)!”—Juri Widiger, Brussels, Belgium“This is a great book at so many levels. If you are looking to find your own direction or just need the motivation to move forward, Richie’s book can help. I found it empowering as an employer as well. I want the employees Richie describes in this book, and it helps me to recognize what I need to do to attract and keep those kinds of employees.”—Jeff Heggie, CEO, Kodiak Mountain Stone, Canada“This turned my brain upside-down—in the best way possible!”—Rachel DeVault, photographer, mother, wife, Texas“This really helps me get off my retirement rocking chair and want to do something meaningful for myself and others around me.”—Andy Macatiag, adjunct professor, Chaminade University, Hawaii1st message: “Love the e-book. Thank you for taking the leap and inspiring me. I’m just so grateful for your book! It gave me some meaningful direction.”2nd message: “Richie, I’m headed to an interview tomorrow. I’m beyond stoked and appreciate your e-book. I read it again and it got me pumped. I’ll let you know how it turns out. Thank you, sir.”3rd message: “Dude. I got the job. Thank you for your inspiration!”—Adam Buchanan, Portland, Oregon1st message: “I should NOT have read this just before going to bed last night. I felt so empowered after I read it and I had a million ideas going through my head. Amazing experience, but a little rough on the sleep department.”2nd message: “When I read the book I was stuck in a rut. After reading your book, changes came immediately. I found an internship with a major opera company, introduced myself and was hired within a week. Life is different. Your book gave me the key to a door to the world that I had been staring at my entire life, but I didn’t know how to open.”—Olivia Biddle, Adjunct Professor of Voice and Music