Services Books

Finally a book out there that is easy to follow about getting online. It is well-written and clearly organized. I was already able to email friends, but "Wired in a Week" taught me how to do even more -- like checking my stocks, instant messaging and so much more. Buy it--it's worth it!

This book is a must have next to your computer. It tells you how to get started online and how to use AOL for checking stocks, sports scores, email and getting pictures online. I refer to it all the time.

This book was the answer to my prayers.....I have felt "left out" on the new internet wave and Regina Lewis's book brought me "in"!!.I had no idea how helpful the internet can be!.....Thank you ...Thank you!.......Now I can "really" join in all the conversations with my adult children. It feels great to be "connected" !!

This book was really helpful. I learned a lot about AOL that I didn't already know. Illustrations were very helpful too.

Finally a book out there that is easy to follow about getting online. It is well-written and clearly organized. I was already able to email friends, but "Wired in a Week" taught me how to do even more -- like checking my stocks, instant messaging and so much more. Buy it--it's worth it!

Although the information in this book is now a bit dated because technology and new internet things keep going so fast, it's still worth getting. The only really outdated thing is parts where he says to play two or three times what you buy in for. These days the rules for online casinos state a minimum wagering requirement and it's all done by computers so there's no need for cover betting like that. Anyways, back to my review... GREAT BOOK!!!! BUY IT!!!!! I am a college kid and I made a nice easy two thousand dollars in a couple months from online casinos thanks largely to teh helpful info in this book. I averaged a little over 30 bucks an hour with all teh extra play and time spent researching-- but still-- it sure beats other forms or working! I got to refresh my basic strategy and play blackjack and make money! It was great! You aren't gonna get rich quick or quit your job, but for some easy extra cash, this book more than pays for itself!!!

An indispensable guide to online gambling. Haywood does a good job of explaining the pitfalls online gamers take. He reviews the distinction between "dairy" and "beef" casinos, the various brands of software, gaming portals, ways to win money, and equally important, methods of wagering to avoid. He explains how you can make bonuses last for you and make money. My only complaint with the bookis that some of the casinos he lists at the end of the book as "dairy" casinos offer small or no bonuses. Nevertheless, I would highly recommend this to any prospective online gambler. Good job, Bill!

great info on how e-casinos work and how one can exploit their bonus offers. great for anyone who wants to invest and make some cash on the side. but if your lookin for a get rich quick book, this isnt for u.

Do not gamble at Internet casinos before reading this book!

Forget about all the other books about Ecasino gambling; Bill Haywood shows you how do it safely. Well researched and written by an experienced land-based casino and Internet gambler, Beatwebcasinos.com tells it like it is....

If you want to make the most of your Intenet gambling dollar and if you don't want to be ripped off this is the only Internet gambling book you need to own.

This is one of the most honest books I have ever read on a gambling subject. The author lays out what it takes to earn money off of casino sign-up bonuses. If you think that you can just sign up, play some hands of black jack and cash out the bonus, you would be well advised to read this book before continuing, it won't work. First you will need a credit card and the ability to pay the bill as soon as the Casino charges arrive, as the author so honestly puts it, playing for bonuses and paying cash advance and interest fees won't cut it. However, I would highly recommend this book to anyone interested in the subject.

1) The author shows you what type of records you will keep to dispute payment claims.(A lot)
2) How to spot unsavory casinos.
3) What games to play to minimize the house edge (BlackJack, Video Poker) as well a very useful introduction to the games and strategies. Assume you will lose money on these games but your loses will be offset by bonus money.
4) A very clear explaination of variance and how to size your bets, best I've read anywhere. Worth the price of the book by itself.
5) How to handle disputes with on-line casino's to get results.
6) How to bet so you look like a gambler than a match-player.
7) A sample diary of couple of days of betting, so you see if this is really how you want to spend your time.
8) The potential pitfalls in earning referral bonuses.
9) Just about everything else you need to get started.

It's not easy money, but I believe the author gives you all the information you need to judge for yourself if this is a business you want to get into. Believe me, after reading this book you will see that it is indeed a business. Wish I could give this book a higher rating.

This is my textbook for CNA class in Colorado. It is very thick and full of good information, but the quizes at the end of the chapter are not as nice as I would like, and the answers are not in the book. There are also some things listed in the book that are different depending on the state and the facility, so just keep that in mind. Over all it is a great resource with really details procedure notes and lots of indepth information.

This is a great book if you are studying for your CNA. It explains all the clinical work in the detail you will need to pass your test.

I really like this text book it is really useful and answers lot of my questions

This book is a wonderful guide to get you on your way to becoming a Certified Nursing Assistant. This is a wonderful career to have in the medical field. Helping people as a CNA is extremely rewarding.

Even if you're not looking to become a CNA, this book has excellent information for anyone who is in a caregiving situation. It has information ranging from infant care to elderly care.

I would recommend this book for anyone who wants to pursue a career in the healthcare field or anyone who has someone they take care of.

I am currently studying to become a CNA in the state of Maine. This is the textbook and workbook we are using. I have found this text to be very thorough and I enjoy it very much. I would recommend it to any CNA or CNA student.

This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to "just work" and that they DON'T want a "relationship" with you, it challenges many of the customer service practices in most companies. The authors lay out a process with a number of steps:
- Challenge demand for service don't just cope with it. Act smarter so that the amount of support your customers need goes down
- Eliminate "dumb" contacts and stupid repeated contacts through better processes and information
- Create engaging self-service so people can help themselves
- Be Proactive, don't wait for trouble
- Make it easy to contact you, not difficult
- Fix ownership of problems so that you can fix them, not just blame on them on the customer service group
- Listen to your customers and learn from what they tell you
- Delight your customers when they do need help
The authors lay out a cure for the remote, impersonal organization where no-one in management ever talks to real customers. Any organization that has customer service "issues" could benefit from this book.
I would also recommend Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience for more on customer service and Smart Enough Systems: How to Deliver Competitive Advantage by Automating Hidden Decisions (my own book) for more on how to build the kind of systems you need.

This isn't your typical customer service book nor one that is full of theories. The discussions stimulate ideas and teach how you can improve or enhance your own service and support offerings. Most of the companies referenced in the book are identified, making it even more relatable.

The book is loaded with tools and techniques that can be used in your own business, no matter how small or large. Everything is clearly stated, organized so each chapter effectively ties to the next and is easily understood. The authors made the stories enjoyable to read and filled the book with realistic, do-able ideas. The diagrams, charts, figures, examples, step by step directions, statistics and more, make this book a useful tool and well worth the investment. The benefit from applying even a few of the ideas in this book will be realized by having highly satisfied customers.

Bill and David nailed this one - it is a superb, well-written book. Written from real world experiences with realistic and reasonable solutions for delivering great service and support makes this book an excellent value. Every call center and help desk professional, as well those who work in any form of customer relations, should have a copy of this book. This book offers a roadmap to follow to realize the best service possible.

I think reviewer "SamFan" misses a key point: eliminate the NEED for customer service by doing things right to begin with.
Not only cheaper for the corp, but more satisfying to the customer.

If you believe, as I do, that earning the trust of your customers is the most direct route to long-term success for a business, then this is the book for you. This is probably the single best "how to" book on earning customer trust that I've ever read - and I have read most of them, and written several of them myself, with my co-author and business partner Martha Rogers (our latest and greatest: Rules to Break and Laws to FollowRules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism (Microsoft Executive Leadership Series)).

So congratulations to Bill Price and David Jaffe for such a sweeping, carefully delineated guidebook for business people just trying to do the right thing for customers. Jaffe is a customer experience consultant operating out of Australia, and Price is the ex-VP of Global Customer Service for Amazon, which says a lot about their perspective, because Amazon (as everyone reading this review should know) is one of the world's true icons of great customer service. In the game of business, in other words, Price is not just a good coach, but a veteran player with a winning record.

Price and Jaffe concentrate primarily on how best to operate call centers, interactive voice response (IVR) units, Web sites, and other mechanisms for facilitating interactions with customers. The guiding principle for all customer interactions should be to reassure customers, empower them, and serve them well. The final objective, of course, is to ensure that customers find it as easy as possible to buy from you. But, as the authors persuasively demonstrate, no one is going to buy from you if they don't trust you and have confidence in your service. And customers will only develop that trust if they judge that their interactions with you were efficient and customer-oriented.

Now I judge the merit of a business book in terms of how many comments I've underlined or highlighted, and how many page corners I've turned down during the course of reading it. By these criteria, The Best Service is No Service earns five stars from me.

For instance, I LOVE the "bad examples" that permeate the book. They're so much fun to read, and it's such a gas just chuckling at how stupid so many businesses can be in real life. The bank that automatically routes calls from its best customers to sales associates, forcing them to sit through new product pitches before they have access to the simplest IVR tasks like transferring money, for instance, while "ordinary" customers get to breeze through the IVR and do what they want quickly and efficiently (p. 71), or the IT company that, in an amateurish effort to be totally honest with customers, offered them (kid you not) 30,000 phone numbers to choose from worldwide (p. 134).

But the real heart of the book, and its true benefit for the reader, is its numerous checklists of things to do and not to do when operating an interaction center. At page 155, for example, the authors talk about providing the right choices for customers at every point, including (among other things):

* At the web site, phone numbers on every page, "talk to someone" or "chat" buttons, and "contact us" buttons that make it easy to send emails, stating how quickly they will be replied to
* For phone IVR menus or trees, Web site alternatives clearly mentioned, options to leave a number for call back, ability to hit 0 at any point to reach an operator
* Emails that go out with a phone number provided, along with links to the pages on the site that actually help to explain the issue
* Branch operations that have phones for calling the contact center directly, self-service desks for information, and Web PCs for direct self-service online

Or consider his list of simple usability criteria (p. 91):

* Short menus on IVRs, just to make selection easy
* Consistency across IVRs and Web sites, allowing customers to know where things are and make their selections more easily
* Correct uses of silence on IVRs and white space on Web sites, so customers don't always feel crowded or rushed
* Multiple support levels for the user, meaning that IVRs, for instance, should kick into a more detailed level when the user has a problem, and Web sites should be designed to help users recover from mistakes or problems
* Standard navigation features, meaning ability to repeat IVR menus at any point or drop bread crumbs during your Web search.

There really wasn't much I didn't like about this book. I wish they had been able to name more of the companies they singled out as examples (most of the bad examples don't actually name the companies involved). And I suppose in some places the authors could have got to their point faster. They're not the most economical writers, in their use of words. But these are very minor drawbacks, as I still found myself drawn in to the ongoing story they tell, and the very smart and succinct lessons they convey.

The fact is that interacting with masses of customers, individually, is a complicated and difficult business service that most companies have only begun wrestling with in the last decade or so, because the Worldwide Web has finally forced them to. There are a handful of businesses that did a sterling job - prior to the Web's arrival - of using their call centers to inspire confidence and trust in their customers (USAA, for example, cited at p. 139). But for the vast majority of companies, prior to the rise of the Web, call centers were mostly treated as just one more cost of doing business.

"Customer interaction," in other words, is now one of the dominant forms of "service" offered by most companies, but it is still a brand new discipline for most business people, with lots of unknown complications and unappreciated benefits. So if you want to better understand the implications of managing the customer experience when it comes to your own company and your own customers, then this book by Price and Jaffe is far and away the best, most comprehensive and practical education you can buy today.

I loved this book. It is well organized and written. It starts out with a diagram that represents a picture of how the best customer service is no (or little) customer service. And then it uses eight chapters of text to explain why the best service is no (or little) service. Each chapter ends with a good summary of what was covered in the chapter. And after each chapter summary there is a list of survey questions that help the reader apply what they have read to their real-world situation. Very well done!

The book also includes wonderful appendix material: a Best Service Survey, a glossary and a blibliography. All in all, this book redefines traditional notions of what a small business needs to do to be successful. By reading this book you will be reminded that good customer service is critical to the success of small business. However, there is no need (nor is it ideal) to over supply customer service. Too much customer service can negatively impact on a company's profit margin because of the extra cost of payroll expense needed. And too much customer service can also be an opportunity to hurt customer relations (and relationships) rather than improve them.

The ultimate message included in this book is that small business will be most successful if they only provide customer service that is essential to doing business. Too much is not good and too little is likewise not good. Just keep the customers happy while keeping yourself happy and your business will be successful. 5 stars!

PS. The author has provided Search Inside material to Amazon that includes the Table of Contents for this book. I think the chapter titles explain a lot of what is covered in this book. Read those chapter titles along with my review to get the most out of it.

This resource is a gold mine. As an employment consultant I have found Parker's book to be practical, realistic and extremely helpful, especially since I primarily work with the Blue Collar sector. If you are experienced in writing your own resume, this book offers great tips on polishing it and if you are new to the resume process, Parker also takes you through it step by step in a manner both instructional and interesting. This should be on every employment consultant's bookshelf. Easy to read and easy to understand; simple but not simplistic.

We provide workshops on job searching, resume writing, interviewing, hidden job market etc. for a varied background of people. Some of our customers do not relate to resumes prepared for the executive or highly educated job seeker. These customers can now understand and see how their similiar skills can be marketed. We now use this resource in every district office. With many employers using the resume instead of applications for screening and with most occupations now requiring resumes, this book is essential for all job seekers.

In my position as a state and federal employment counselor, I deal with large numbers of displaced blue collar workers. Many have limited computer skills and writting ability. BLUE COLLAR & BEYOND has become my most used source book. (In fact I recently purchased a second copy as the first on was wearing out) Using BC&B to teach folks how to prepare their selves to re enter the workforce has raised my success in placement rate to over 75%. VERY EXCELLENT TEXT! Must HAve! Must Buy! Must USE! C. Baugh

Finally, a resume book for jobs that do not require a college education. The book has 171 resumes for jobs such as master cake decorator, clerical office worker, plumber, cruise line customer service. It has a helpful section telling how to get around difficult problems such as job gaps, lack of experience, a spotty education record, and age discrimination. It is readable and encouraging.

This was adapted from the Annotated Bibliography of Learning A Living; A Guide to Planning Your Career and Finding a Job for People with Learning Disabilities, Attention Deficit Disorder, and Dyslexia

This author produces the best resume writing materials on the market! This book fits perfectly for those individuals not targeted by many other resume writing books. Many of these skills are transferrable and I encourage clients to browse through the entire book.

I love all the books in this set. They are wonderful. I do believe in the "borrowers". I bought the whole set for my 11 year old granddaughter. Hopes she loves them as much as I do.

Being 13, I'm pretty picky, but this book was awsome! It's so in my shopping cart! I love how the Clocks are so smart, they can make everything out of anything! This book really appeased me, because I love models and mineature things, an the thought of moving, living, mineature people is so thrilling! I really liked how they made a hot-air balloon out of a strawberry basket, a fountain pen, and a plastic (or toy, as it says in the book) balloon. Soooo coool! I'm SO reading the other books (I've already read the book and seen the movie "The Borrowers").

Again great reading in this series of books. Couldn't put it down. Great for children and adults alike

I liked this book a lot. I like to read about how resourceful the Borrowers are when they use stuff humans don't need or misplace. It had really nice pictures, too. I recommend this book to kids five years and older.

In this, the fourth book in the Borrowers series (after The Borrowers, The Borrowers Afield and The Borrowers Afloat), the Clocks have moved into Little Fordham, and are starting their new life. Unfortunately, unknown to them, the greedy Mr. Platter has built a rival model village. Having seen the Borrowers, he kidnaps them to add them to his own model. How can such small people escape from a prison built by such huge human "beans"?

Ah, Mary Norton (1903-92) was a genius! Her Borrower stories are an excellent combination of suspenseful adventure and heartwarming drama. My children and I love this book, and highly recommend it to you!

I had a hard time putting this book down. It is so honest, and truly reflects the emotional and spiritual 'roller coaster' of adoption. As an adoptive mother I could relate to so many of the experiences and feelings that Kristin shares. The author's spiritual relfections are thought provoking and inspiring. This is a much needed resource for Christian adoptive families and will be especially helpful to those just beginning their adoption journey.

Christine Mitchell, author and illustrator of Welcome Home, Forever Child
Welcome Home, Forever Child: A Celebration of Children Adopted as Toddlers, Preschoolers, and Beyond

We hear about so-called designer adoptions involving Hollywood stars, and while the press they receive helps bring attention to the need for adoption, the truth is that there are many people who would like to know more about the actual experiences of real people. Kristin and Phil Wong were parents of two natural children when they made the decision to adopt two Korean boys. This is their story told from a Christian perspective, because it is important for anyone interested in adoption to know that it is an act of Christian love and not just a spur of the moment, politically correct thing to do in order to get good PR. I doubt if anyone reading this book will not be deeply touched by the experiences of the Wongs.

I can not recommend this book highly enough for Christian adoptive parents. The author describes her journey, and that of her family, through the adoption of two Vietnamese boys. She details God's development of her character through the waiting and uncertainties of the process, and shares about what she learned about such topics as prayer, fear, waiting, God's goodness, pain, and worship. Mrs. Wong's story has been a chief means of encouragment and exhortation for my husband and I as we have felt the refining fire in our own hearts during our own adoptive journey.

Here is a scriptural roadmap to aid those who wish to adopt. The story is told from the experience of a Christian family who recently went through the process of adopting two boys from Asia. Through many trials and frustrations Kristin Wong shares her struggles in keeping faith and the Biblical lessons she is taught on the way. She speaks with an honesty and beauty that allows the reader to witness precious moments of joy and love. A heart warming and faith building book.

This book has applications for any Christian in understanding his/her own adoption as God's child. I plan to recommend this book to my friends, especially those that are adopting children into their family or who have been adopted into a family themselves. My favorite aspect of the book is the author's honesty about her own faith struggles in waiting on the Lord throughout the adoption process.

I thought that this book was great. This book is about a young girl named Molly in 1944 that is when WWII was. Molly's father is a doctor for wounded soldiers in England. The most important part of this book was when Molly was chosen to be Miss Victory in the big Red Cross show. She was very excited because now she can prove to her father that she had changed. Then she wasn't able to do that because she got sick. While she was at home in bed resting, a certain someone walked in the door...

I have read the othre books in this series and I can't wait to read this one!

Changes for Molly

Molly McIntire and her friends, Linda and Susan, are trying out to be Miss Victory, in their big dance program. Molly practices every day, and thinks she has a pretty good chance for the most important part. She is worried that she won't look pretty with her hair "as straight as sticks". Linda and Susan have an idea to help Molly. They put their money together to buy a home permanent. The girls hide out in Molly's garage to begin the perm. Molly finds out at the last minute, her friend Susan doesn't really know how to roll a perm. She has seen someone with a perm before, but it couldn't be that hard.

Molly's family gets news that her father will be coming home from the war. This makes Molly even more determined to get the part of Miss Victory, and to show her father how grown-up she has become, while he was away.

My daughter Karen saved her own money to buy her 18 inch, Molly, American Girl doll. She enjoyed endless hours reading the American Girl books, and playing with her two cousins who had Kirsten and Samantha dolls.

Kirsten Mini Doll (American Girl)
Molly Mini Doll (American Girl)
The American Girls, Molly, Doll Dress PatternsPaper Dolls: Kirsten, Samantha, and Molly in Their Old-Fashioned Clothes (The American Girls Collection)
Molly's Paper Dolls: Molly and Her Friends With Outfits to Cut Out and Scenes to Play With (The American Girls Collection)Molly's Short Story Collection (American Girls Collection)

Jill Ammon Vanderwood
author: Through the Rug
Through The Rug: Follow That Dog (Through the Rug)

Molly lives in 1944 and wishes to be Miss Victory in the tap dance recital. Her older sister helps with her hair and when it comes time for auditions, Molly takes off her glasses because she wants to look the part of a star.

MOLLY GETS THE ROLE!

Right before the big show, Molly catches a cold. She can't be Miss Victory. However, on the day of the show, Molly gets a surprise that is better than tapping in the sparkling Miss Victory costume.

This is the best Molly book.

The last chapter of the book explains what it is like in 1944 with the war and the efforts on the home front.

This is another in the American Girls series about Molly McIntire, a ten-year-old girl living on the home front during World War 2. In this book, Molly gets the good news that the U.S. Army is reassigning her father stateside. To make matters even better, she has a real shot at winning the starring role in a dance production being put on at the local Veterans' Hospital. But, Molly wants to look her best for the role, and she wants to show her father how mature she is. So, Molly begins a war of her own against her straight and unattractive hair, but all wars have their casualties...

I must say, I now think that this is my favorite Molly book! The story is uplifting with a happy ending, and the illustrations are excellent. My twelve-year-old daughter is a fan of Molly, and so am I. We both highly recommend this book, and this series to you!

This is an excellent book. All African-American women should read it to understand their position and purpose in the Kingdom.

This book makes us look within ourselves to find the God that lives within us as well as helps us seek deliverance from things that hinder God's plan for our lives. Such an annointed book! This guide helps us to seek the holy spirit as our guide daily in all areas of our complex and sometimes stressful lives. Talk about spiritual growth and maturity - it's ours if we choose it! This books shows the map and gives directions on how we get there. I highly recommend it to both young and old women of every race and walk of life!

This book is the only one of it's kind. It is a spiritual bible, in a sense, for women of color. Buy this book, my sisters! You won't be disappointed! You will be enlightened like never before!
It answers many unanswered questions.

The teachings in this book is so touching and timely for African American women who seek to allow Christ to live through them and to make a better world for themselves, family, friends, church and the world. Every person of African descent should read this awesome book filled with holy scriptures to guide the reader. My profound thanks to the author!

This book will truly change your life if you consistently apply the principles taught. The author is empathetic, clear, and inspired. She tells you exactly what you need to do in order to experience the peace and purpose of God in your home, work, and life in general. Read this book more than once, and be prepared for a challenge. Some of her words are hard to take, but they're true and Bible-based.

Cisco ISP Essentials is the ideal book for those responsible for ISP networks, whether big or small. The authors mix in practical examples, along with industry standard methods to describe ideal network setups.
The book follows a logical step by step look at ISP networks, first by examining basic router setup and maintenance. Here topics such as memory and backup issues are discussed. The wonderful thing about this book is that it covers in detail many books simply leave out and unnecessary. There are detailed examples of the Network Time Protocol and configuration management. Along with the how, is the very important why for the various techniques.
In the routing protocols section, most of the space is dedicated to BGP, as would be expected in a book dealing with ISP networks. The authors did not forget about internal protocols and laid a foundation for the rest of the book. There is in depth coverage of BGP setup, and the various features and setting to further enhance your network based on its requirements. Examples are provided to show actual running configurations proving the practices out.
Security is a hot topic right now, and it seems to not receive as much time in its chapter of the book. What you will find however, is the constant minding of security issues throughout the rest of the book. Securing routers and routing protocols is followed by discussions on ACL's and network filters. Every area of the book touches aspects of security at some point.
The fifth chapter is entitled Operational Practices, and takes the detailed ideas presented so far, and applies them to actual situations seen on ISP networks. The chapter starts with design ideas, and follows with discussions of ISP services such as DNS, Mail, and News. A detailed discussion of IPv4 addressing covers the basic structure of addressing history. There is a detailed example of an allocation plan for an ISP's needs, as well as any customers. It shows the steps to plan for the present as well as future growth in your network.
There follows an extensive survey of external routing topics. A few examples for interior protocols are given, but the main topic is exterior protocols. Scaling route protocols is discussed for both interior and exterior protocols. This talk leads in to peering practices involving BGP. Multi-homing is the last topic covered, and is done in great detail. The authors describe the various options available for stub networks, single and multiple ISP connections, as well as load sharing designs.
Here again security and the management tasks talked about in earlier chapters are placed into the ISP network and their use described. Tools and sample configurations follow in appendices to wrap up the discussion on best practices.
Overall, the detailed examples and well thought out explanations of the various practices will serve your ISP for a long time.

Good work and a must have for people dealing with networks daily.

I totally agree with the other reviewers. Reading this book is an enjoyment.

Better yet, this book has both to-the-point explaination _and_ example on all topics.

I would say, if you wanted to learn tricks to doing things, this is for you. Don't forget this book concludes with full examples/templates showing how people configure their ISP core and edge routers/switches.

What I love about this book is both the way the authors explain complex technologies simply and also (and more importantly for me) add a very real-world/practical slant to everything. Not much more I can say except do yourself a favour and buy this book.

Written especially for network engineers by Cisco experts Barry Raveendran Greene and Philip Smith, Cisco ISP Essentials is a 428-page, matter-of-fact, "access friendly" guide to the many versions of Cisco IOS Software, and cogently explains how to ensure the best configurations that provide Internet access, as well as having a reasonable expectation of security. Offering a wealth of detailed technical information at the expert level, configuration diagrams, examples, and much, much, more, Cisco ISP Essentials is an indispensable and recommended guide, serving the Cisco using community as a much-needed supplement to the often confusing documentation of the Cisco IOS Software itself.