Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. This book provides explanations of the techniques an employee can apply. It includes 101 dialogues and scripts that can be used.

    A simple web search picks out a handful of relevant needles from the world's biggest haystack: the billions of pages on the World Wide Web. Uploading a photo to Facebook transmits millions of pieces of information over numerous error-prone network links, yet somehow a perfect copy of the photo arrives intact. Without even knowing it, we use public-key cryptography to transmit secret information like credit card numbers; and we use digital signatures to verify the identity of the websites we visit. How do our computers perform these tasks with such ease? This is the first book to answer that question in language anyone can understand, revealing the extraordinary ideas that power our PCs, laptops, and smartphones. Using vivid examples, John MacCormick explains the fundamental "tricks" behind nine types of computer algorithms, including artificial intelligence (where we learn about the "nearest neighbor trick" and "twenty questions trick"), Google's famous PageRank algorithm (which uses the "random surfer trick"), data compression, error correction, and much more. These revolutionary algorithms have changed our world: this book unlocks their secrets, and lays bare the incredible ideas that our computers use every day.

    Multi-tiered object-oriented platforms, such as Java and .NET, have become commonplace. These new tools and technologies are capable of building powerful applications, but they are not easily implemented. Common failures in enterprise applications often occur because their developers do not understand the architectural lessons that experienced object developers have learned. Patterns of Enterprise Application Architecture is written in direct response to the stiff challenges that face enterprise application developers. The author, noted object-oriented designer Martin Fowler, noticed that despite changes in technology--from Smalltalk to CORBA to Java to .NET--the same basic design ideas can be adapted and applied to solve common problems. With the help of an expert group of contributors, Martin distills over forty recurring solutions into patterns. The result is an indispensable handbook of solutions that are applicable to any enterprise application platform. This book is actually two books in one. The first section is a short tutorial on developing enterprise applications, which you can read from start to finish to understand the scope of the book's lessons. The next section, the bulk of the book, is a detailed reference to the patterns themselves. Each pattern provides usage and implementation information, as well as detailed code examples in Java or C#. The entire book is also richly illustrated with UML diagrams to further explain the concepts. Armed with this book, you will have the knowledge necessary to make important architectural decisions about building an enterprise application and the proven patterns for use when building them. The topics covered include - Dividing an enterprise application into layers - The major approaches to organizing business logic - An in-depth treatment of mapping between objects and relational databases - Using Model-View-Controller to organize a Web presentation - Handling concurrency for data that spans multiple transactions - Designing distributed object interfaces

    This internationally recognized standard provides the essential tools to practice project management and deliver organizational results.

    Its unique approach communicates the richness and diversity of CIS in a lucid and accessible format. This fully revised and updated second edition reinforces the view of CIS as a gateway to science and problem solving, sets out the scientific principles that govern its use, and describes the impact of people on its development, design, and success. The second edition of Geographic Information Systems and Science includes:A new five-part structure: Foundations; Principles; Techniques; Analysis; and Management and Policy.All-new personality boxes of current GIS practitioners.New real-world applications of GIS.New or expanded coverage of important current topics:Location-based servicesDistributed computingVirtual and augmented realitiesHomeland securityBusiness GIS and geodemographicsThe emergence of geoportalsGrand challenges of GIScienceA new suite of instructor and student resources http://www.wiley.com/go/longleyThe second edition of Geographic Information Systems and Science is essential reading for undergraduates taking courses in GIS within departments of Geography, Environmental Science, Business (and Public) Administration, Computer Science, Urban Studies, Planning, Information Science, Civil Engineering, and Archaeology. It is also provides a key resource for foundation GIS courses on taught MSc and other higher-degree programs. Professional users of GIS from governmental organizations and industries across the private sector will find this book an invaluable resource with a wealth of relevant applications.

    But you've heard at least a dozen definitions of what it is, and heard of at least that many BI tools. Where do you start? Business Intelligence For Dummies makes BI understandable! It takes you step by step through the technologies and the alphabet soup, so you can choose the right technology and implement a successful BI environment. You'll see how the applications and technologies work together to access, analyze, and present data that you can use to make better decisions about your products, customers, competitors, and more.You'll find out how to:Understand the principles and practical elements of BI Determine what your business needs Compare different approaches to BI Build a solid BI architecture and roadmap Design, develop, and deploy your BI plan Relate BI to data warehousing, ERP, CRM, and e-commerce Analyze emerging trends and developing BI tools to see what else may be useful Whether you're the business owner or the person charged with developing and implementing a BI strategy, checking out Business Intelligence For Dummies is a good business decision.

    Then, and perhaps most importantly, the text determines exactly when and in which order to apply these seven techniques.

    Cooper details many of these meta functions to explain his central thesis: programmers need to seriously re-evaluate the many user-hostile concepts deeply embedded within the software development process. Rather than provide users with a straightforward set of options, programmers often pile on the bells and whistles and ignore or de-prioritise lingering bugs. For the average user, increased functionality is a great burden, adding to the recurrent chorus that plays: "computers are hard, mysterious, unwieldy things." (An average user, Cooper asserts, who doesn't think that way or who has memorised all the esoteric commands and now lords it over others, has simply been desensitised by too many years of badly designed software.) Cooper's writing style is often overblown, with a pantheon of cutesy terminology (i.e. "dancing bearware") and insider back-patting. (When presenting software to Bill Gates, he reports that Gates replied: "How did you do that?" to which he writes: "I love stumping Bill!") More seriously, he is also unable to see beyond software development's importance--a sin he accuses programmers of throughout the book. Even with that in mind, the central questions Cooper asks are too important to ignore: Are we making users happier? Are we improving the process by which they get work done? Are we making their work hours more effective? Cooper looks to programmers, business managers and what he calls "interaction designers" to question current assumptions and mindsets. Plainly, he asserts that the goal of computer usage should be "not to make anyone feel stupid." Our distance from that goal reinforces the need to rethink entrenched priorities in software planning. -- Jennifer Buckendorff, Amazon.com

    With this book you will learn how to tap into every Kindle Fire feature, including many of the hidden ones not discussed in other books. From setting up your Kindle Page, managing your music, watching movies, and downloading content - this book covers everything. The task based full-color format allows you to quickly and easily find the exact task you want to accomplish and walks you through it in a delightfully concise and visual manner. My Kindle Fire makes it easy for you to:• Master all the basics, fast: reading, playing, watching, browsing, and more• Tweak your Kindle Fire for quicker access and longer battery life• Sample best-seller book chapters for free• Mark up any eBook with highlights, notes, and bookmarks• Convert your personal documents for use on Kindle Fire• Discover Calibre, a powerful eBook management tool• Control even the largest music libraries• Get instant answers from Wikipedia, and from Kindle Fire’s built-in dictionary• Listen to personalized Internet radio stations created just for you• Use your Kindle Fire as a digital photo frame• Prevent unwanted subscription charges• Set up any email account to work on your Kindle Fire• Explore any web content with Amazon’s innovative Silk browser• Use Amazon Cloud to get your stuff anywhere—even if you left your Kindle at home• And much much more…Unlike many other guides which might only briefly mention or skip over some very import Kindle Fire features My Kindle Fire covers everything. Here are just a few of the things you'll find in My Kindle Fire that aren't covered in other guides: • Full coverage of Calibre, a free application for Mac or PC that helps manage your eBook library• A large number of walkthroughs for managing music playlists, including how to use cloud playlists. • How to reinstall multiple apps at once in case you reset your Kindle Fire. • Step-by-step walkthroughs on configuring all types of email accounts. • Coverage on handling attachments in your email application. • Importing contacts from your existing email application or cloud service and how you can export your contacts in order to back them up. • How to use Copy and Paste on the Kindle Fire. • How to use social networking integration with Facebook and others. • Walkthroughs on using the Gallery app, Pandora, Audible, and other popular apps. • Shows you how to access files on other computers in your house right from your Kindle Fire.

    And through CODE, we see how this ingenuity and our very human compulsion to communicate have driven the technological innovations of the past two centuries. Using everyday objects and familiar language systems such as Braille and Morse code, author Charles Petzold weaves an illuminating narrative for anyone who’s ever wondered about the secret inner life of computers and other smart machines. It’s a cleverly illustrated and eminently comprehensible story—and along the way, you’ll discover you’ve gained a real context for understanding today’s world of PCs, digital media, and the Internet. No matter what your level of technical savvy, CODE will charm you—and perhaps even awaken the technophile within.

    As for the latter, are you a programmer and curious about being your own boss? Where do you turn for information? Until now, online and traditional literature havent caught up with the reality of the post-dot com bust.Micro-ISV: From Vision to Reality explains what works and why in today's emerging micro-ISV sector. Currently, thousands of programmers build and deliver great solutions ISV-style, earning success and revenues much larger than you might guess. Written by and for micro-ISVs, with help from some of the leaders of the field, this book takes you beyond just daydreaming to running your own business. It thoroughly explores how it is indeed possible to launch and maintain a small and successful ISV business, and is an ideal read if you're interested in getting started.

    Many examples are taken from real-world projects. The book focuses on high-level design as well as the gritty details of the Python syntax. The provided exercises inspire the reader to think about his or her own code, rather than providing solved problems. If you're new to Object Oriented Programming techniques, or if you have basic Python skills and wish to learn in depth how and when to correctly apply Object Oriented Programming in Python, this is the book for you. If you are an object-oriented programmer for other languages, you too will find this book a useful introduction to Python, as it uses terminology you are already familiar with. Python 2 programmers seeking a leg up in the new world of Python 3 will also find the book beneficial, and you need not necessarily know Python 2.

    Leading Scrum coach and trainer Kenny Rubin illuminates the values, principles, and practices of Scrum, and describes flexible, proven approaches that can help you implement it far more effectively. Whether you are new to Scrum or years into your use, this book will introduce, clarify, and deepen your Scrum knowledge at the team, product, and portfolio levels. Drawing from Rubin's experience helping hundreds of organizations succeed with Scrum, this book provides easy-to-digest descriptions enhanced by more than two hundred illustrations based on an entirely new visual icon language for describing Scrum's roles, artifacts, and activities. Essential Scrum will provide every team member, manager, and executive with a common understanding of Scrum, a shared vocabulary they can use in applying it, and practical knowledge for deriving maximum value from it.

    And I mean all the time. Every day there’s a new cloud-based dating app; a new cloud-based gizmo for your house; a new cloud-based game; or a thousand other new things—all in the cloud.The cloud is everywhere! Everything is in the cloud! What does it mean! Let’s slow down. Take a deep breath. That’s good. Take another. Excellent. This book teaches you all about the cloud. I’ll let you in on a little secret: the cloud is not that hard to understand. It’s not. It’s just that nobody has taken the time to explain to you what the cloud is. They haven’t, have they?Deep down I think this is because they don’t understand the cloud either, but I do. I’ve been a programmer and writer for over 30 years. I’ve been in cloud computing since the very start, and I’m here to help you on your journey to understand the cloud. Consider me your tour guide. I’ll be with you every step of the way, but not in a creepy way.I take my time with this book. I go slow and easy, so you can build up an intuition about what the cloud really is, one idea at a time. When you finish reading, you’ll understand the cloud. When you hear someone say some new cool thing is in the cloud, you’ll understand exactly what they mean. That’s a promise. How do I deliver on that promise? I use lots and lots of pictures. I use lots and lots of examples. We’ll reveal the secret inner-workings of AWS, Netflix, Facebook Messenger, Amazon Kindle, Apple iCloud, Google Maps, Nest and cloud DVRs. You’ll learn by seeing and understanding; no matter if you're a complete beginner, someone who knows a little and wants to learn more, or a programmer looking to change their career to the cloud.The cloud is the future. You don't want to miss out on the future, do you? Read this book and we'll discover it together.I’m excited. This will be fun. Let’s get started!

    You may not like Facebook, but you can't deny its success. And to a large degree, that success stems from the "move fast" ethos. The entire culture of Facebook is built for speed.Move Fast is an exploration of modern software strategies and tactics through the lens of Facebook. Relying on in-depth interviews with more than two dozen Facebook engineers, this book explores the product strategy, cultural principles, and technologies that made Facebook the dominant social networking company. Most importantly, Move Fast investigates how you can apply those strategies to your creative projects.It's not easy to build a software company, but once you know how to move fast, your company will be prepared to build a strategy that benefits from the world's rapid changes, rather than suffering from them.