Professor Twombly's introduction and headnotes offer incisive commentary on the texts.

    Redesigning your home page won't help. Investing in a new content management system won't fix it, either. So, where do you start? Without meaningful content, your website isn't worth much to your key audiences. But creating (and caring for) "meaningful" content is far more complicated than we're often willing to acknowledge. Content Strategy for the Web explains how to create and deliver useful, usable content for your online audiences, when and where they need it most. It also shares content best practices so you can get your next website redesign right, on time and on budget. For the first time, you'll: See content strategy (and its business value) explained in plain languageFind out why so many web projects implode in the content development phase ... and how to avoid the associated, unnecessary costs and delaysLearn how to audit and analyze your contentMake smarter, achievable decisions about which content to create and howFind out how to maintain consistent, accurate, compelling content over timeGet solid, practical advice on staffing for content-related roles and responsibilities "

    

    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.

    It's an essential read for anyone dealing with scaling an online business."--Chris Lalonde, VP, Technical Operations and Infrastructure Architecture, Bullhorn "Abbott and Fisher again tackle the difficult problem of scalability in their unique and practical manner. Distilling the challenges of operating a fast-growing presence on the Internet into 50 easy-to understand rules, the authors provide a modern cookbook of scalability recipes that guide the reader through the difficulties of fast growth."--Geoffrey Weber, Vice President, Internet Operations, Shutterfly "Abbott and Fisher have distilled years of wisdom into a set of cogent principles to avoid many nonobvious mistakes."--Jonathan Heiliger, VP, Technical Operations, Facebook "In "The Art of Scalability," the AKF team taught us that scale is not just a technology challenge. Scale is obtained only through a combination of people, process, "and "technology. With "Scalability Rules," Martin Abbott and Michael Fisher fill our scalability toolbox with easily implemented and time-tested rules that once applied will enable massive scale."--Jerome Labat, VP, Product Development IT, Intuit "When I joined Etsy, I partnered with Mike and Marty to hit the ground running in my new role, and it was one of the best investments of time I have made in my career. The indispensable advice from my experience working with Mike and Marty is fully captured here in this book. Whether you're taking on a role as a technology leader in a new company or you simply want to make great technology decisions, "Scalability Rules "will be the go-to resource on your bookshelf."--Chad Dickerson, CTO, Etsy ""Scalability Rules "provides an essential set of practical tools and concepts anyone can use when designing, upgrading, or inheriting a technology platform. It's very easy to focus on an immediate problem and overlook issues that will appear in the future. This book ensures strategic design principles are applied to everyday challenges."--Robert Guild, Director and Senior Architect, Financial Services "An insightful, practical guide to designing and building scalable systems. A must-read for both product-building and operations teams, this book offers concise and crisp insights gained from years of practical experience of AKF principals. With the complexity of modern systems, scalability considerations should be an integral part of the architecture and implementation process. Scaling systems for hypergrowth requires an agile, iterative approach that is closely aligned with product features; this book shows you how."--Nanda Kishore, Chief Technology Officer, ShareThis "For organizations looking to scale technology, people, and processes rapidly or effectively, the twin pairing of "Scalability Rules "and "The Art of Scalability "are unbeatable. The rules-driven approach in "Scalability Rules "makes this not only an easy reference companion, but also allows organizations to tailor the Abbott and Fisher approach to their specific needs both immediately and in the future!"--Jeremy Wright, CEO, BNOTIONS.ca and Founder, b5media 50 Powerful, Easy-to-Use Rules for Supporting Hypergrowth in Any Environment "Scalability Rules" is the easy-to-use scalability primer and reference for every architect, developer, web professional, and manager. Authors Martin L. Abbott and Michael T. Fisher have helped scale more than 200 hypergrowth Internet sites through their consulting practice. Now, drawing on their unsurpassed experience, they present 50 clear, proven scalability rules-and practical guidance for applying them. Abbott and Fisher transform scalability from a "black art" to a set of realistic, technology-agnostic best practices for supporting hypergrowth in nearly any environment, including both frontend and backend systems. For architects, they offer powerful new insights for creating and evaluating designs. For developers, they share specific techniques for handling everything from databases to state. For managers, they provide invaluable help in goal-setting, decision-making, and interacting with technical teams. Whatever your role, you'll find practical risk/benefit guidance for setting priorities-and getting maximum "bang for the buck." - Simplifying architectures and avoiding "over-engineering"- Scaling via cloning, replication, separating functionality, and splitting data sets- Scaling out, not up- Getting more out of databases without compromising scalability- Avoiding unnecessary redirects and redundant double-checking- Using caches and content delivery networks more aggressively, without introducing unacceptable complexity- Designing for fault tolerance, graceful failure, and easy rollback- Striving for statelessness when you can; efficiently handling state when you must- Effectively utilizing asynchronous communication- Learning quickly from mistakes, and much more

    Illustrates outdoor sculptures created with a range of natural materials, including snow, ice, leaves, rock, clay, stones, feathers, and twigs.

    Boasting a full-color interior packed with design and layout examples, this book teaches you how to understand a user's needs, divulges techniques for exceeding a user's expectations, and provides a host of hard won advice for improving the overall quality of a user's experience. World-renowned UX guru Eric Reiss shares his knowledge from decades of experience making products useable for everyone...all in an engaging, easy-to-apply manner.Reveals proven tools that simply make products better, from the users' perspective Provides simple guidelines and checklists to help you evaluate and improve your own products Zeroes in on essential elements to consider when planning a product, such as its functionality and responsiveness, whether or not it is ergonomic, making it foolproof, and more Addresses considerations for product clarity, including its visibility, understandability, logicalness, consistency, and predictability Usable Usability walks you through numerous techniques that will help ensure happy customers and successful products!

    Each is the result of a publicly collaborative process among numerous developers who volunteer their time and energy to create better software.The truth is, however, that the overwhelming majority of free software projects fail. To help you beat the odds, O'Reilly has put together Producing Open Source Software, a guide that recommends tried and true steps to help free software developers work together toward a common goal. Not just for developers who are considering starting their own free software project, this book will also help those who want to participate in the process at any level.The book tackles this very complex topic by distilling it down into easily understandable parts. Starting with the basics of project management, it details specific tools used in free software projects, including version control, IRC, bug tracking, and Wikis. Author Karl Fogel, known for his work on CVS and Subversion, offers practical advice on how to set up and use a range of tools in combination with open mailing lists and archives. He also provides several chapters on the essentials of recruiting and motivating developers, as well as how to gain much-needed publicity for your project.While managing a team of enthusiastic developers -- most of whom you've never even met -- can be challenging, it can also be fun. Producing Open Source Software takes this into account, too, as it speaks of the sheer pleasure to be had from working with a motivated team of free software developers.

    Often, computer science and computer engineering curricula don't provide students with a concentrated and consistent introduction to the fundamental concepts that underlie all computer systems. Traditional computer organization and logic design courses cover some of this material, but they focus largely on hardware design. They provide students with little or no understanding of how important software components operate, how application programs use systems, or how system attributes affect the performance and correctness of application programs. - A more complete view of systems - Takes a broader view of systems than traditional computer organization books, covering aspects of computer design, operating systems, compilers, and networking, provides students with the understanding of how programs run on real systems. - Systems presented from a programmers perspective - Material is presented in such a way that it has clear benefit to application programmers, students learn how to use this knowledge to improve program performance and reliability. They also become more effective in program debugging, because t

    You'll learn techniques for implementing specific Web technologies and patterns to solve the needs of a typical company as it grows from modest beginnings to become a global enterprise.Learn basic Web techniques for application integrationUse HTTP and the Web’s infrastructure to build scalable, fault-tolerant enterprise applicationsDiscover the Create, Read, Update, Delete (CRUD) pattern for manipulating resourcesBuild RESTful services that use hypermedia to model state transitions and describe business protocolsLearn how to make Web-based solutions secure and interoperableExtend integration patterns for event-driven computing with the Atom Syndication Format and implement multi-party interactions in AtomPubUnderstand how the Semantic Web will impact systems design

    That's more than die from motor vehicle accidents, breast cancer, or AIDS--three causes that receive far more public attention. Indeed, more people die annually from medication errors than from workplace injuries. Add the financial cost to the human tragedy, and medical error easily rises to the top ranks of urgent, widespread public problems.To Err Is Human breaks the silence that has surrounded medical errors and their consequence--but not by pointing fingers at caring health care professionals who make honest mistakes. After all, to err is human. Instead, this book sets forth a national agenda--with state and local implications--for reducing medical errors and improving patient safety through the design of a safer health system.This volume reveals the often startling statistics of medical error and the disparity between the incidence of error and public perception of it, given many patients' expectations that the medical profession always performs perfectly. A careful examination is made of how the surrounding forces of legislation, regulation, and market activity influence the quality of care provided by health care organizations and then looks at their handling of medical mistakes.Using a detailed case study, the book reviews the current understanding of why these mistakes happen. A key theme is that legitimate liability concerns discourage reporting of errors--which begs the question, "How can we learn from our mistakes?"Balancing regulatory versus market-based initiatives and public versus private efforts, the Institute of Medicine presents wide-ranging recommendations for improving patient safety, in the areas of leadership, improved data collection and analysis, and development of effective systems at the level of direct patient care.To Err Is Human asserts that the problem is not bad people in health care--it is that good people are working in bad systems that need to be made safer. Comprehensive and straightforward, this book offers a clear prescription for raising the level of patient safety in American health care. It also explains how patients themselves can influence the quality of care that they receive once they check into the hospital. This book will be vitally important to federal, state, and local health policy makers and regulators, health professional licensing officials, hospital administrators, medical educators and students, health caregivers, health journalists, patient advocates--as well as patients themselves.First in a series of publications from the Quality of Health Care in America, a project initiated by the Institute of Medicine

    The text provides a thorough, how-to explanation of each of the steps of the design process--from initial contact with the client to a completed master plan. The text's numerous illustrations and useful case study examples offer a rich learning experience for students. Whether you are just starting your design career or are a current practitioner, this valuable resource is sure to enhance your skills and knowledge.

    Whether you’ve dabbled in Search Engine Optimisation (SEO) and been disappointed with the results, are a complete SEO newbie looking for a large slice of the ranking pie or you’re a seasoned professional looking to stay up to date with the best SEO practices, this book is for you. How would it feel to… Understand how Google chooses which websites to rank? Know exactly what keywords to target to attract people who are ready to buy what you sell? Have your most profitable keywords hit the top spot? Confidently be able to tweak your website and its structure (no technical know-how needed!) for fast gains? Be able to write killer content that Google and your visitors love? Build relationships with key publication players in your industry and have them begging for your content? Have crafted a complete SEO strategy to laser-target your focus and get big results? What kind of results can you achieve? One of our clients came to us in 2015 asking for help. His business was making $2k per month in sales, and he was contemplating closing shop. Today, that business turns over $3.4million per month, thanks to the strategies in this book.You’ll read about this business and others in the book. Every strategy is data-backed and battle-tested by the Exposure Ninja team, who grow real businesses like yours. What's inside? Section 1: The Foundations You’ll learn: The four free ways to appear on the first page of Google How to identify keywords that will drive hordes of hungry traffic to your website The key to seeing ranking gains in just weeks Why snooping on your competitors is crucial, and how to steal the good bits. Section 2: Your Website Transform your website’s ranking by: Structuring it to make it easy for Google AND visitors to use Using content to 10x your traffic Transforming your blog into a sales generator Avoiding the SEO pitfalls that can do more harm to your website than good Section 3: Promoting Your Website You’ll find out: The exact process that took one business from 35 to 3,450 leads a month How to get links from national newspaper websites The easy way to pitch content sounding desperate How to get links from social media Section 4: Designing Your SEO Strategy SEO can be overwhelming. Replace panic with serene calm as you: Put everything into a comprehensive strategy Pick the key tasks to get results if you’re low on time Learn which metrics to track and which to ignore Implement three key practices that will ensure long-term improvement, whatever Google throws at you "But how do I know all this is possible?" Tim Cameron-Kitchen started out as a professional drummer. After building and ranking a website for his next-door neighbour, he got bitten by the SEO bug. Hundreds of clients later and with a team of 100 at his agency Exposure Ninja, Tim's story shows that anyone, even if you don't have a background in SEO, can learn what it takes to rank their website on Google.

    Written by Peter Morville, author of the groundbreaking Information Architecture for the World Wide Web, the book defines our current age as a state of unlimited findability. In other words, anyone can find anything at any time. Complete navigability.Morville discusses the Internet, GIS, and other network technologies that are coming together to make unlimited findability possible. He explores how the melding of these innovations impacts society, since Web access is now a standard requirement for successful people and businesses. But before he does that, Morville looks back at the history of wayfinding and human evolution, suggesting that our fear of being lost has driven us to create maps, charts, and now, the mobile Internet.The book's central thesis is that information literacy, information architecture, and usability are all critical components of this new world order. Hand in hand with that is the contention that only by planning and designing the best possible software, devices, and Internet, will we be able to maintain this connectivity in the future. Morville's book is highlighted with full color illustrations and rich examples that bring his prose to life.Ambient Findability doesn't preach or pretend to know all the answers. Instead, it presents research, stories, and examples in support of its novel ideas. Are we truly at a critical point in our evolution where the quality of our digital networks will dictate how we behave as a species? Is findability indeed the primary key to a successful global marketplace in the 21st century and beyond. Peter Morville takes you on a thought-provoking tour of these memes and more -- ideas that will not only fascinate but will stir your creativity in practical ways that you can apply to your work immediately.

    You can tap into the real power of this tool with CSS: The Missing Manual. This second edition combines crystal-clear explanations, real-world examples, and dozens of step-by-step tutorials to show you how to design sites with CSS that work consistently across browsers. Witty and entertaining, this second edition gives you up-to-the-minute pro techniques. You'll learn how to: - Create HTML that's simpler, uses less code, is search-engine friendly, and works well with CSS- Style text by changing fonts, colors, font sizes, and adding borders- Turn simple HTML links into complex and attractive navigation bars -- complete with rollover effects- Create effective photo galleries and special effects, including drop shadows- Get up to speed on CSS 3 properties that work in the latest browser versions- Build complex layouts using CSS, including multi-column designs Style web pages for printing With CSS: The Missing Manual, Second Edition, you'll find all-new online tutorial pages, expanded CSS 3 coverage, and broad support for Firebox, Safari, and other major web browsers, including Internet Explorer 8. Learn how to use CSS effectively to build new websites, or refurbish old sites that are due for an upgrade.