[U566.Ebook] Ebook Customer Relationship Management: Concepts and Technologies, by Francis Buttle, Stan Maklan

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This much-anticipated new edition of the bestseller Customer Relationship Management: Concepts and Technologies provides a comprehensive and balanced review of CRM, now completely revised to reflect recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the contexts in which it is used, the technologies that are deployed, and how it can be implemented.
Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM is used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice.
NEW TO THIS EDITION:

• Updated instructor support materials online
• Full colour interior
• Brand new international case illustrations from many industry settings
• Substantial revisions throughout, including new content on:

o�� Social media and social CRM
o�� Big data and unstructured data
o�� Recent advances in analytical CRM including next best action solutions
o�� Marketing, sales and service automation
o� �Customer self-service technologies
o� �Making the business case and realising the benefits of investment in CRM

Ideal as a core textbook for students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.

• Sales Rank: #159262 in Books
• Published on: 2015-04-08
• Released on: 2015-02-02
• Original language: English
• Number of items: 1
• Dimensions: 9.69" h x 1.00" w x 7.44" l, .0 pounds
• Binding: Paperback
• 426 pages

Review

‘This is absolutely the best exposition of CRM. I can't think of a better guide to increasing your performance and profits. This book belongs on the desk of every company that is serious about CRM. The wealth of information and insight is astounding.’ - Professor Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University, USA

‘This book is crisp, practical and stimulating. It combines Francis Buttle and Stan Maklan’s considerable insights with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. Their coverage of CRM technology is an enhancing feature of the book. All senior management would benefit from reading it, particularly those who realize that profitable customers are their company's greatest asset and require fool proof guidance to retain them. Well-grounded academically, this book is equally beneficial for management students. Overall, it sets out a comprehensive reference guide to business success.’ - Professor John A Murphy, United Utilities, Professor of Customer Management, Manchester Business School, UK

‘A reference work to understand the ever-changing field of CRM. Especially demystifying what CRM is, what it is not, and offering a very comprehensive view on how to approach it and unlock its true value.’ - Greg Lecointe, Director CX Applications Business Group, Oracle Corporation

‘A great tour of the CRM landscape that covers the vastness between Operational and Strategic CRM while providing a robust overview of customer-related data and data mining. A definite reference for managers looking to take customer-centered strategies to the next level.’ - Ian Di Tullio, Director Loyalty and Relationship Marketing Air Canada

‘Francis Buttle and Stan Maklan’s third edition of Customer Relationship Management is a comprehensive, soup-to-nuts compendium of information and guidance that ought to be a desk reference for every CRM professional in business today, whether you sell products or services, to consumers or businesses.’ - Don Peppers, Founding Partner, Peppers & Rogers Group

‘This lucid and content-packed book reads and informs like a charm. Francis Buttle and Stan Maklan’s refreshing treatment of CRM as a core business strategy is destined to become a classic. Highly recommended.’ - Fred Wiersema, customer strategist, chair of the B2B Leadership Board, and top-selling author of ‘The Discipline of Market Leaders’

About the Author
Francis Buttle, BSc, MA, PhD is founder and principal consultant of Francis Buttle & Associates, and Honorary Adjunct Professor at Macquarie Graduate School of Management, Sydney, Australia

Stan Maklan, BSc, MBA, PhD is a Reader in Strategic Marketing, Cranfield School of Management, UK

Most helpful customer reviews

0 of 0 people found the following review helpful.
Great affordable book
By EyeCandy
It was exactly what I needed. Brand new! Fast delivery

0 of 0 people found the following review helpful.
Five Stars
By Dillyss
Got it as a rental and it was great!

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[F420.Ebook] PDF Download 1001 Inventions That Changed the WorldFrom Brand: Barron's Educational Series

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1001 Inventions That Changed the WorldFrom Brand: Barron's Educational Series

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We take thousands of inventions for granted, using them daily and enjoying their benefits. But how much do we really know about their origins and development? This absorbing new book tells the stories behind the inventions that have changed the world, with details about--

Convenience items, such as safety pins, toothbrushes, and bifocals

Weapons of war, including explosives, gunpowder, and shrapnel shells

Industrial advances, such as the steam engine and the power loom for weaving

Transportation advances, including the airplane, the diesel engine, the automobile, and the air-inflated rubber tire

Electronic marvels, including color television, the microprocessor, the personal computer, the compact disc, and the cell phone

Medical advances, from antiseptic surgery to the electron microscope. . . and much more.

Inventors and pioneers of science and technology, including Eli Whitney, James Watt, Benjamin Franklin, Henry Bessemer, Thomas Edison, J.B. Dunlop, the Wright Brothers, Werner von Braun, Jonas Salk, J. Robert Oppenheimer, and many others are also discussed. Fascinating photos and illustrations complement authoritative summaries of each invention, and remarkable quotations from many of the inventors add to this chronicle of human ingenuity that began some 6,000 years ago with the invention of the wheel. Approximately 700 photos and illustrations in color and black and white.

• Sales Rank: #310159 in Books
• Brand: Brand: Barron's Educational Series
• Published on: 2009-03-01
• Original language: English
• Number of items: 1
• Dimensions: 8.25" h x 6.75" w x 2.50" l, 4.53 pounds
• Binding: Hardcover
• 960 pages

Features

• Used Book in Good Condition

From Booklist
This�overview of creative thinking and innovation moves chronologically from one advancement to another. Photos, advertisements, and schematics of the locomotive, zoom lens, lie detector, World Wide Web, and Segway enhance history with succinct captioning and color or black-and-white illustrations of the�devices in use. Commentary and glosses are succinct and inclusive without dumbing down the material. Beginning with stone tools and fire, coverage veers rapidly away from domestic developments. The list omits knitting, a medieval transformation in clothing design, and subsequent necessities such as the infant nurser, faucet diverter valve, powdered yeast, sheet gelatin, denim, oven thermometer, garment elastic, and food processor. Weaknesses include unusual spelling errors (carburettor, brwmplant) and inadequate cross-referencing. Although there are indexes for inventions and inventors,�the absence of a general index is a drawback.�Nonetheless, this is a valuable and inexpensive reference text for the school and public library and for the homeschooler. --Mary Ellen Snodgrass

Review
"takes a look at the gadgets and innovations, big and small, that have shaped the way we live. �€� offers an impressive look at technological history."


—History Magazine, June/July 2009

From the Inside Flap
(back cover)
Every day we make use of countless inventions that we take for granted. Some, such as safety pins and toothbrushes, are simple domestic items that make our lives easier. Others, such as traffic lights and antibiotics, can make the difference between life and death. But how much do you actually know about these objects that are part of out daily lives? 1001 Inventions That Changed the World is an enthralling guide to the world's most important scientific and technological advances. Authoritatively written by a team of historians, designers, scientists, and anthropologists, 1001 Inventions That Changed the World tells the stories behind the innovations, thus presenting a comprehensive history of the world--through invention and discovery.

(front flap)
Have you ever wondered who made the first moving staircase that eventually became the escalator--or mused over when the first pair of scissors were used? From the development of the abacus to the creation of the zipper, 1001 Inventions That Changed the World presents a fascinating and comprehensive review of the scientific and technological breakthroughs that have had an impact on the human experience. Covering events that start with the invention of the wheel circa 4000 B.C.E. and progress to the cloning of Dolly the sheep in 1996, this wide-ranging book explores the stories behind each innovation, tracing its development from concept to completion. Engaging, accessible, and enlightening, 1001 Inventions That Changed the World is a unique history of human inventiveness and inquisitiveness. It reveals the origins and evolution of everything from the invention of paper to the design of the personal computer, and from the discovery of penicillin to the development of the contraceptive pill. It investigates the invention of simple items we now take for granted--the paper clip, the rivet, the toothbrush, the seat belt--and the development of complex medical and technological advances--antibiotics, jet propulsion, the atomic bomb, and genetically modified organisms.

Fascinating photos and illustrations complement authoritative summaries that are supplemented with intriguing and surprising quotations from the inventors and early users. Entertaining to dip into, 1001 Inventions That Changed the World can also be read as a comprehensive history of the world through human inventions. Science and technology expert Jack Challoner and his team of historians, designers, scientists, and anthropologists take you on a journey of discovery in this enthralling study of human achievement.

(back flap)
Jack Challoner studied physics at Imperial College, London, and teacher training at Kingston-upon-Thames. He worked in the Education Unit of the Science Museum, London, where he explained scientific developments to visitors. Jack has written nearly 30 books on science and technology topics for readers of all ages and has acted as consultant science editor on many other books. He also presents science shows in both formal and informal educational settings. He currently lives in France with his wife and daughter.

Most helpful customer reviews

21 of 21 people found the following review helpful.
The most Wonderful, Fun, Reference Book Ever!
By BookManBookWoman TV REVIEWS
"The answers to all questions such as who invented the scissors, who developed the escalator ; how did they ever figure out that the Large Hadron Collider could explore the sub atomic universe of quantum physics? Find these answers and more (from breakfast cereal to transistors to LCD to the World Wide Web) in this delightful and informative new reference. 1001 Inventions that Changed the World is entertaining too!"

13 of 13 people found the following review helpful.
A simply amazing and beautiful thick tome of inventions
By Michael A. Duvernois
I spotted this book while walking through Powell's Bookstore and thumbed through it a bit. Wrote the title down and ordered it when I got home.

The book is an amazing compendium of inventions with detailed images, cutaway drawings, and background text. It covers all of human history with an obvious bias towards the technological present. Though I've owned it now a couple of months, I have only scratched at the surface of the information in the book. Reading articles here and there and then being led online to search for more detail. An excellent book for the internet era.

14 of 15 people found the following review helpful.
A Really Great Book
By Conrad
I cannot recommend this book highly enough.
It's a really great read, highly informative and educational.
You will want to keep this book permanently as a reference
book for yourself and the kids.
It's one of my favorite books of all times and will be one of yours also.

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[G235.Ebook] Free Ebook Poorly Made in China: An Insider's Account of the Tactics Behind China's Production Game, by Paul Midler

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Poorly Made in China: An Insider's Account of the Tactics Behind China's Production Game, by Paul Midler

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Praise for Poorly Made in China

"This fast-paced travelogue through the world of Chinese manufacturing is scary, fascinating, and very funny. Midler is not only a knowledgeable guide to the invisible underbelly of the global economy, he is a sympathetic and astute observer of China, its challenges, and its people. A great read."
—Pietra Rivoli, author of The Travels of a T-Shirt in the Global Economy

"Paul Midler takes us for a ride through the fastest-growing economy in the world, revealing what can—and sometimes does—go wrong when U.S. companies shift production to China. Working in the heart of China's export hub, in the country's southern region, he has the advantage of a front-row seat to the no-holds-barred games played between manufacturers and importers. He introduces us to a cast of real-life characters and tells his story with a mix of affection and skepticism for what is taking place in China today. Midler delivers a revealing and often funny tale of life and commerce in a country whose exports touch nearly everyone on the planet."
—Sara Bongiorni, author of A Year Without 'Made in China'

• Sales Rank: #816120 in Books
• Published on: 2009-04-06
• Original language: English
• Number of items: 1
• Dimensions: 8.98" h x .97" w x 6.44" l, .96 pounds
• Binding: Hardcover
• 256 pages

Review
Awards

Best Book 2009 (The Economist)

Best Book for Business Owners (Inc.)�

Great Finance Book of 2009 (Forbes)�

Best of 2009 Business Book (Library Journal)�

"Midler has upended a lot of the assumptions about this factory for the world." (Forbes)�

“A must-read for people engaged in mainland business.” (South China Morning Post)�

“Important, timely and entertaining.” (Taipei Times)�

“Most of the people in Mr. Midler’s position would not dream of disclosing what they see.” (The Economist)�

“Manages to be both instructive and entertaining.” (National Review)�

“A fascinating, funny and important book.” (Asia Times)�

“An invaluable book for anyone considering doing business in China.” (Epoch Times)�

“A lively dissection of the cultural clash.” (Malaysia’s The Star)�

“You won’t look at the label ‘Made in China’ the same way.” (Toronto Now)�

“His warning is worth heeding – is China listening?” (Business Times)�

"Plenty of laugh-out-loud moments." (Financial Times)�

“Strongly recommended.” (Bangkok Post)

From the Inside Flap
It was a world gone wrong, one in which manufacturers thought little of manipulating product quality levels in order to save the smallest amounts, where savvy foreign business leaders were made to feel in control while they were taken for a ride by their partners, where entire manufacturing facilities sometimes vanished right into thin air… Welcome to Poorly Made in China!

At the height of the boom export manufacturing, Paul Midler returned to East Asia, a recently graduated Wharton MBA. In the right place at the right time, he was sought out by a number of foreign companies who wanted help in navigating the new economy. The adventures came fast, as did the business and cultural lessons.

Poorly Made in China is a dramatic romp through China's export manufacturing sector, one that reveals what really goes on behind the scenes. The story follows the author from one project to the next, taking the reader through a diverse set of industries and revealing a number of challenges.

An engaging business narrative told with doses of humor and insight, this true story pulls back the curtain on the rising Chinese economy, providing a closer look at the rough-and-tumble environment in which so many of our consumer products are being made. For those trying to make sense of why so many quality failures could come out of China at once, this book is an especially interesting read.

Poorly Made in China is the tale of a modern-day gold rush and its consequences, the chronicling of a rising economic power and its path along a steep growth curve. Entertaining and eye-opening, the book highlights the extent to which culture affects business dealings, and the ultimate suggestion is that we may have more to be concerned about than product failures alone."

From the Back Cover
A true story about manufacturing in China—now in a new, updated edition

"Paul Midler's is the ultimate insider's look at China and its dubious manufacturing, by a man who knows the language and, more importantly, knows the subtext of every deal, every gesture, every nuance. I have great admiration for the breadth and depth of this account of being an American middleman in China today, and for the way it humanizes the whole awful business."
—PAUL THEROUX, author of Riding the Iron Rooster: By Train Through China

"This is the story of the world's crappy stuff and the surreally entertaining culture clash that lies behind it. It's funny and illuminating, and I want you to read it!"
—MARY ROACH, author of Stiff and Packing for Mars

"Poorly Made in China is an insightful, often hilarious account of how Chinese manufacturers transformed their country into the world's export powerhouse by hook and by crook. Midler suggests that understanding Chinese business strategies and tactics could benefit not only U.S. business, but also our political leaders. For all of us, his book is a perfect guide."
—ELIZABETH ECONOMY, Director of Asia Studies, Council on Foreign Relations

"Few books on China and its economy are as enlightening as this. This is a fantastic book for anyone who wants to understand how China's export industry really works and indeed how China works."
—JASPER BECKER, author of Hungry Ghosts: Mao's Secret Famine

"Every Wal-Mart needs a warning label, and Midler, nailing the deceit and dishonesty of Chinese manufacturers, provides it. You will never see another 'Made in China' label without thinking of this masterpiece."
—GORDON CHANG, author of The Coming Collapse of China

"Poorly Made in China is not merely about faltering product quality out of China. One of its broader themes is of people who promise one thing and then deliver another. This is a book about Chinese obfuscation and subterfuge. It is about gaming, strategy, and tactics."
—From the Foreword by Arthur Waldron, Lauder Professor of International Relations, University of Pennsylvania

Most helpful customer reviews

101 of 102 people found the following review helpful.
Like he was with me on every buy
By Man from New York
I have done business in China since 1986. I know from experience how tricky and dangerous it is, especially for the newcomer. Curiously Mr. Midler refers to suppliers in Shantou (Canton Province) and I too have many suppliers there. Apparently this behavior amongst the Chinese is across the board no matter what product you work with. And they don't care no matter what threats or promises you make. I actually had one supplier who told me he would no longer sell to me because "you complain too much"! No loss to me, easily replaced you can be sure. Communists or not, the almighty greenback is king in China but as Mr. Midler makes very clear, it is not going to get you what you think you contracted for. Something close, maybe, but not right on target. The Chinese screwed up so many of my shipments that I got the distinct impression that the translaters were interpreting my directions, not translating them. So I spent years learning to speak Mandarin. I am totally fluent now, have often been mistaken for being Chinese on the telephone by those who had not yet met me. No matter, I told them straight out what I wanted in their own language and STILL they basically did it wrong to shave off a few bucks to their advantage. I could never understand that way of thinking, in America we keep the customers happy to perpetuate our business with them, we do not consistently antagonize them. This book will open your eyes if you want to do business in China and if you are already there you cannot help but agree with everything he says. Pay close attention, he knows what he is talking about. They will go behind your back and try to deal directly with your customer, they will yes you to death and then do whatever they please without any regard for you or your customer. I can offer dozens of examples but the one that most illustrates this is the supplier who sent the advance samples for approval, they were perfect. He then went and made the million piece order to his own liking. It was a Halloween item to be made in Orange and Black, the 1000 piece advance samples were right on the money. When the order came in, it was made in Red and Blue. They told us the factory boss thought Orange and Black was a terrible color combination so he made what he thought was pretty. Hence we had a million red and blue product with ghosts and goblins and all printed on them, in red and blue and the words "Happy Halloween". THAT is when we transferred half our entire production of all products to India. We still do some business in China but had I read this book twenty years ago I never would have gotten involved in China at all!
I highly recommend this book, it is all true and frightening so use it well and be aware. Be very aware.

4 of 4 people found the following review helpful.
Good Read for Understanding China Business
By Vijay
Well written book that explains the (grimy) undercurrents of the China's small and medium business. The cost pressures exerted by n-layered sourcing models that promises "Cheap and High Quality" Made in China products that can be pedaled to very customers whose jobs were made obsolete. The so called explanation is that outsourcing helps the business focus on activities that generates higher value.

A quick read of the book will give the reader some amount of understanding why most businesses are taking back manufacturing to their respective countries - growing risks of doing business in China.

China is becoming a country with increasing levels of education, leading to increasing ambitions, increasing leverages, increasing shortcuts and increasing workarounds - all with one outcome more wannabe entrepreneurs who will take money from anyone and promise anything for personal gain.

This generation is way ahead of the cultural revolution generation who was so denounced by Stanley Chao in his book about China. This is the post 80's and post 90's generation who grew up in the oxymoronic dynamic of getting everything they want and being under constant competitive pressures. This is generation who wants to be the next Jack Ma or Pony Ma. This is the entitled generation.

The government's reluctance to enforce regulations, especially when it comes to cross border trades and transactions encourages proliferation of such "entrepreneurs" and seeding of such behavior.

Having said all this, there are certain good things about the businesses here and the spirit to get things done. One thing I personally would have like to see would have been some of the positive sides of maturing China business (may be, the author might be writing a book called "nicely made in china: the insider reviews the better side of China")

3 of 3 people found the following review helpful.
Wonderful insiders view
By Kindle Customer
It's not remotely perfect, but it's very readable with well chosen anecdotes that drive the point home. Ideally there would have been more data to drive the author's point home, however, I think it's effective nonetheless. I found this is valuable if for no other reason than understanding cultural differences when doing business with Chinese manufacturing business.

Final point I was shocked how well this reaffirmed my own personal experiences working for a particular Chinese run computer hardware company. I had assumed the negotiating style was an isolated case to that particular ownership group, but I found the same tactics and behavior in this book.

.

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[J859.Ebook] Fee Download Differential Diagnosis for Physical Therapists: Screening for Referral, 6e, by Catherine C. Goodman MBA PT CBP

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Differential Diagnosis for Physical Therapists: Screening for Referral, 6e, by Catherine C. Goodman MBA PT CBP

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Learn how to screen for red flags and when to refer clients to a medical specialist! Differential Diagnosis for Physical Therapists: Screening for Referral, 6th Edition provides a step-by-step approach to screening for systemic disease and medical conditions that can mimic neuromuscular and musculoskeletal problems. It describes both red flags and yellow flags, so you can recognize the signs and symptoms for conditions outside the scope of physical therapy practice. This edition includes new information on women’s health issues. Written by experienced PT practitioner Catherine Cavallaro Goodman, this book helps you determine whether a client’s symptoms require physical therapy or physician referral!

• UNIQUE! Five-step screening model is systems- and symptoms-based, and follows the standards for competency established by the American Physical Therapy Association, covering past medical history, risk factor assessment, clinical presentation, associated signs and symptoms, and review of symptoms.�
• UNIQUE! Case studies are based on clinical experience and give real-world examples of how to integrate screening information into the diagnostic process and when to treat or refer.
• Evidence for the screening process is based on peer-reviewed literature, reporting on the sensitivity, specificity, and likelihood ratios of yellow (cautionary) and red (warning) flags.
• Key Points to Remember boxes at the end of each chapter provide quick, bulleted summaries of critical information.
• Quick-reference summaries include tables, boxes, follow-up questions, clinical signs and symptoms, and case examples.
• Screening tools and checklists are found in the book and on the Evolve website, and are downloadable and printable for use in the clinic.�
• Quick response (QR) codes that can be scanned on a smartphone, tablet, or other mobile device provide links to valuable screening tools such as lists of questions for screening specific problems, checklists, intake forms, and assessment tests

• New content on women’s health expands coverage of this important topic.
• UPDATES reflect the most current information on screening for referral.
• New associate editors - John Heick and Rolando Lazaro - bring fresh insight, as respected physical therapy educators.
• New! Color tabs make it easier to locate chapters and topics.

• Sales Rank: #980444 in Books
• Published on: 2017-06-15
• Original language: English
• Binding: Paperback
• 832 pages

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[U389.Ebook] PDF Ebook Christ in the Carols: Thirty-one devotionals for Christmas and Advent, by Christopher Lane, Melodie Lane

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Christ in the Carols: Thirty-one devotionals for Christmas and Advent, by Christopher Lane, Melodie Lane

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Christ in the Carols is a devotional inspired by 31 best-loved Christmas carols. Each section includes the lyrics to the song, a short history or explanation of the song, a brief scriptural reflection, and a prayer. Ideal for holiday gift giving or for personal devotions, Christ in the Carols will encourage a time of reflection and prayer during the Christmas season.

• Sales Rank: #331945 in Books
• Brand: Tyndale House Publishers
• Published on: 1999-10-01
• Original language: English
• Number of items: 1
• Dimensions: .81" h x 5.29" w x 7.32" l,
• Binding: Hardcover
• 192 pages

Features

• Great product!

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16 of 16 people found the following review helpful.
What a great devotional for the Christmas season!
By Soozie4Him
I just finished reading this little gem of a book. No, I didn't read the devotionals one per day, but I think that would be the BEST way to read this book.
This book is very attractive and would make a wonderful gift! The words and subtle but lovely drawings are in a burgandy color.
31 Christmas carols each have their own chapter. Teach chapter contains the author and date for the carol, then the words to the carol (including all those wonderful extra verses that many people don't know!). Next comes a bit of background on the writing of the carol and/or the theological points that are covered in the lyrics. Then there is a "Reflection" and some Bible passages that fit with the carol, and then a prayer. Most of the chapters are 5 pages long.
The emphasis is NOT on how the author got the idea the carol, or the circumstances surrounding the writing of it (though that is included in several of the chapters). The emphasis is on finding Christ in the carols and how these carols express so beautifully the glorious and mysterious incarnation of our Lord Jesus Christ!
Please check out my other reviews of Christian books!

11 of 11 people found the following review helpful.
A Before-Christmas Gift
By Beverly Bush Smith
I bought this book to give as a gift last Christmas and could scarcely bear to part with it. The authors plumb the depths of 31 different Christmas carols--some familiar, some not. In each, they extract the essence of "Christ in the Carol," transforming the words into a devotional that deepens our sense of wonder in God's greatest gift--Jesus. I bought five copies to give before Christmas, during advent this year. And I'll re-read my own as a part of my morning quiet time. Buy it for yourself and those you love.

2 of 2 people found the following review helpful.
Christ and the Carols
By Alfred J. Trimble
This book has been out for several years. Wonderful as a study guide for Advent and well as just devotional material. Excellent product.

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[K222.Ebook] Ebook Interaction Design for Complex Problem Solving: Developing Useful and Usable Software (Interactive Technologies), by Barbara Mirel

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Software for complex problem solving can dazzle people with advanced features and alluring visuals, but when actually put to use it often disappoints and even frustrates users. This software rarely follows the user's own work methods, nor does it give people the degree of control and choice that they truly need.

This book presents a groundbreaking approach to interaction design for complex problem solving applications. The author uses her vast field experience to present a new way of looking at the whole process, and treats complex problem solving software and web applications as a distinct class with its own set of usefulness demands and design criteria. This approach highlights integrated interactions rather than discrete actions, clearly defines what makes problem solving complex, and explores strategies for analyzing, modeling, and designing for exploratory inquiries.

�In depth case studies ranging from IT troubleshooting to marketing analysis to risk assessments in healthcare show exactly where and what goes wrong in real world activities and how to improve them.

�Presents a system and framework for analyzing complex work and takes the mystery out of eliciting patterns of work and their meanings.

�Offers new perspectives for support and new design strategies for building the right models into programs so that they effectively address users' dynamic work.

�Allows designers to turn findings into useful designs for problems that require users to create new knowledge but with no one right answer and with many methods of reaching solutions.

• Sales Rank: #2158362 in eBooks
• Published on: 2003-11-19
• Released on: 2003-11-19
• Format: Kindle eBook

Review
If your team already has someone responsible for the HCI of your products, encourage them to read this book and discuss the resulting issues with you. In the context of a team it might also be helpful to make this book a team study effort so that you all better understand those extra constraints on the total product that are necessary to convert excellent software into excellent usable software.
--from a review by Francis Glassborow on accu.org

Barbara Mirel has spent years studying users for whom simple software solutions aren't sufficient. Interaction Design for Complex Problem Solving is the first book to tackle the thorny problem of developing software that is both usable and useful for users who have complex problems to solve. With clear explanations, detailed case studies, and thoughtful ideas about how to proceed, this is an excellent resource for designers, developers, and usability specialists.
--Janice (Ginny) Redish, Redish & Associates, Inc.

At last we have a text to help interaction designers, technical communicators, and programmers understand (rather than defeat) the complexities of users engaged in knowledge work in real-world contexts. Barbara Mirel's Interaction Design for Complex Problem Solving weaves theory and practice into a coherent, rich framework for thinking about, researching, and designing powerful and useful systems.
--Johndan Johnson-Eilola, Clarkson University


Barbara Mirel cracks open the problem of software usefulness with vigor and ambition. Her rich analysis of real-world problem-solving scenarios yields insight into previously neglected general and domain-specific aspects of complex problems. From these she generates much-needed advice for designing intelligently useful software.

"Mirel's models for examining complex problem solving are interesting, and the implications for her argument are clear...Thus, this text is a new argument toward that push and a reshaping of our outlook toward design, formalized research methods, usefulness, and usability in general, which makes this text a densely rich read worth several explorations." - Victoria Sharpe - Technical Communication
--T. R. Girill, University of California, Lawrence Livermore National Laboratory

"The book is well worth reading. It provides a broad-based critique of oversimplifying approaches that is hard to beat and a level of sophistication about complex problem solving that would be hard to match. I am positive that I will return to it and cite it frequently as I continue to work through similar issues in my work." - Clay Spinuzzi - University of Texas at Austin

From the Back Cover
This first book to tackle the thorny problem of developing software that is both usable and useful for users who have complex problems to solve.
--Janice (Ginny) Redish, Redish & Associates, Inc.

Barbara Mirel cracks open the problem of software usefulness with vigor and ambition.
T. R. Girill, University of California, Lawrence Livermore National Laboratory

Software for complex problem solving can dazzle people with advanced features and alluring visuals, but when actually put to use it often disappoints and even frustrates users. This software rarely follows the user's own work methods, nor does it give people the degree of control and choice that they truly need.

This book presents a groundbreaking approach to interaction design for complex problem solving applications. The author uses her vast field experience to present a new way of looking at the whole process, and treats complex problem solving software and web applications as a distinct class with its own set of usefulness demands and design criteria. This approach highlights integrated interactions rather than discrete actions, clearly defines what makes problem solving complex, and explores strategies for analyzing, modeling, and designing for exploratory inquiries

Features
�In depth case studies ranging from IT troubleshooting to marketing analysis to risk assessments in healthcare show exactly where and what goes wrong in real world
activities and how to improve them..

�Presents a system and framework for analyzing complex work and takes the mystery out of eliciting patterns of work and their meanings.

�Offers new perspectives for support and new design strategies for building the right models into programs so that they effectively address users' dynamic work. .

�Allows designers to turn findings into useful designs for problems that require users to create new knowledge but with no one right answer and with many methods of reaching solutions.

About the Author
Barbara Mirel is a visiting associate professor and research investigator at the University of Michigan where she teaches information visualization. Recently she has worked as a senior manager of human factors at a data visualization software company, a Member of the Technical Staff at Lucent Technologies, and Director of User Experience at Scient Corp. With teammates, she holds a patent for Visual Discovery design. Barbara is the recipient of numerous research grants for usability studies and has worked as a consultant to Fortune 500 companies across the country.

About the Author
Barbara Mirel is a visiting associate professor and research investigator at the University of Michigan where she teaches information visualization. Recently she has worked as a senior manager of human factors at a data visualization software company, a Member of the Technical Staff at Lucent Technologies, and Director of User Experience at Scient Corp. With teammates, she holds a patent for Visual Discovery design. Barbara is the recipient of numerous research grants for usability studies and has worked as a consultant to Fortune 500 companies across the country.

Most helpful customer reviews

2 of 2 people found the following review helpful.
Unique & Extremly Valuable Prespective
By Leslie Carter
An excellent, in depth, treatment of this topic. Her framework addresses "core activities within a task landscape," ie, dealing with large amounts of information, finding your way through the analysis & making sense of the results. Then she presents case studies applying this framework to different fields, including the design of a visualization tool.

5 of 9 people found the following review helpful.
An excellent book about designing complex applications
By Karl Mochel
Provides frameworks for exploration and discussion of designing for usefulness. Due to the youth of the field it doesn't provide complete solutions or processes.

Brings together, organizes articulately, and effectively cites authoritative resources.

Provides a strategic framework for modeling users context/work at a process vs task oriented level.

Has relevant examples of complex situations that address meaningful issues for users

- Marketing Research - optimal product mix decisions

- Healthcare - complex social and technical systems

- IT - troubleshooting sophisticated systems

- Project Mgt - managing projects

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[T130.Ebook] PDF Download Classroom Activities for the Busy Teacher: VEX IQ with Modkit for VEX, by Dr Damien Kee

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A 10 week curriculum package for implementing the VEX IQ Robotics kit in your class. Containing over 20 chapters that follow a planetary exploration storyline, you will be introducing students to the basics of the VEX IQ kit and gradually incorporating sensor and useful programming concepts. All challenges follow a similar structure with an overview project, equipment needed and Teachers' notes. Example programs as well as tips and tricks are included to assist the teacher and student worksheets can be either photocopied or downloaded from the website. Full building instructions necessary to construct the miniVEX Base design and all required attachments are also included. In addition to specific Robot challenges, the book also offers activities based around Robots in Society, Flowcharting and Multimedia Presentations. eBook version is available from www.damienkee.com

• Sales Rank: #1645781 in Books
• Published on: 2015-04-01
• Original language: English
• Number of items: 1
• Dimensions: 11.00" h x .25" w x 8.50" l, .81 pounds
• Binding: Paperback
• 106 pages

About the Author
Dr Damien Kee holds a PhD in Robotics and a Bachelor of Electrical Engineering and has been running Technology based workshops for students and Professional Development for teachers since 2003. His workshops are run extensively in Australia and he has been invited to present internationally in the US, UK, Singapore and Jordan. Damien has been involved with the RoboCup Junior competition for over 10 years, holding the Chairman position of RoboCupJunior Australia from 2009-2011. He is the author of several teacher resource books based on Robotics in Education. You can find more information at www.damienkee.com

Most helpful customer reviews

0 of 0 people found the following review helpful.
I'm starting a new robotics program and the learning curve for me is nearly as great as it is for the students
By M. Trowbridge
This book is very helpful for working with VEX and Modkit. I'm starting a new robotics program and the learning curve for me is nearly as great as it is for the students. This guide is fairly simple and strait forward. In just flipping through it briefly when it arrived, I found several things that I hadn't thought about having the students do to get their coding skills going. Nice resource.

0 of 0 people found the following review helpful.
Five Stars
By Greg
Awesome resource. Very well done. I use it daily in my robotics class. Well worth the money!

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Classroom Activities for the Busy Teacher: VEX IQ with Modkit for VEX, by Dr Damien Kee PDF

Classroom Activities for the Busy Teacher: VEX IQ with Modkit for VEX, by Dr Damien Kee PDF

[S382.Ebook] Ebook Download Tarahumara of the Sierra Madre, by John G. Kennedy

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• Sales Rank: #310081 in Books
• Brand: Brand: Harlan Davidson
• Published on: 1978-06
• Original language: English
• Number of items: 1
• Binding: Paperback
• 16 pages

Features

• Used Book in Good Condition

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0 of 5 people found the following review helpful.
Anthropologist studies impact of BEER in Copper Canyon
By Mike Clayton
Enjoyed this book about the Tarahumara culture in 1970's as I was hiking this region at the time. The locals used Corn to make Beer (no bottling) and partied annually at each Ranchita to get the corn crop planted (25% of corn used to make beer for planting parties, baptism, cures, etc.) Much other reports on these short-fast-mostlyVeggie runners of the trails in Copper Canyon. We traded plastic drop clothes (roofs) for bear-grass baskets. Very friendly people to backpackers at that time. Hike to hot springs and below was TERRIBLE (waterfalls, etc). So get a NEW hiking book on this area before you go.

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[P793.Ebook] Ebook General Physics, Study Guide, by Morton M. Sternheim, Joseph W. Kane

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Introduces physics to science students with a wide range of interests. Unlike many other physics texts, the coverage and emphasis here is influenced by the specific needs of science majors, including those in the life sciences, and thus treats topics such as geometric optics, mechanics of fluids and acoustics. The derivative is introduced in Chapter One and integrals are used sparingly until electricity and magnetism are covered. Entire chapters are devoted to applications of physics covering subjects such as nerve conduction, ionizing radiation and nuclear magnetic resonance, demonstrating the widespread utility of physics and the unity of science. To aid in comprehension, calculations involving calculus are carried out with a good deal of detail and discussion. Each chapter features a checklist of terms to define or explain as well as problems and exercises. Additional problems and exercises are located in the Supplementary Topics section.

• Sales Rank: #1304795 in Books
• Published on: 1991-01
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 10.14" h x .74" w x 7.97" l, .0 pounds
• Binding: Paperback
• 360 pages

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0 of 0 people found the following review helpful.
Not great, only answers to certain problems as it is ...
By Jesse Grindstaff
Not great, only answers to certain problems as it is the student solution manual not the instructor's solution manual.

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