Services Books

Consider the "Federal Resume Guidebook, Fourth Edition," as the bible for serious federal job seekers. A few months ago I attended a Transition Assistance Program (TAP) class before I retired from the Air Force. The TAP instructor lightly covered federal resumes, KSA's, etc., I was totally confused. Family, friends, and former co-workers all provided me with advice on how a federal resume should be written, formatted, and distributed. After several misses on the job market I decided to purchase this book. HALLELUJAH ! This book will take you step-by-step on the federal resume process with some excellent federal resume samples you can use on your quest for a career with government agencies. I also decided to invest in the Entry-Level and Mid-Level Assessment Service offered by the authors company, The Resume Place. If your are serious about your federal job search I strongly suggest you purchase this service. You will not be disappointed. One last item, the author Ms. Kathryn Troutman personally provided me with the assessment and offered some great suggestions I had overlooked when I created my resume. WoW, what great customer service. This book certainly deserves a "Five Stars" plus rating. I'm certain I will catch the attention of the federal agencies where I want to work.

Now in a completely updated and expanded fourth edition, "Federal Resume Guidebook: Strategies For Writing A Winning Federal Electronic Resume, KSAs, And Essays" by federal resume expert, career consultant, and government human resources career trainer Kathryn Kraemer Troutman is a practical and superbly presented compendium of instructions that will readily enable anyone seeking federal employment to maximize the effectiveness of their online resume, analyze federal job announcements, and make the cut for interviews based on an effective presentation of their experiences and qualifications. Job seekers are provided with an illustrative wealth of federal resume samples, detailed procedures, and tips. Of special note is Troutman's advice for those transitioning from military service to a federal career, and for those transitioning from Wage Grade to General Schedule positions. With instruction on preparing for the new Behavioral Interview process and strategies for advancing a federal career, the "Federal Resume Guidebook" continues to be an indispensable and invaluable reference guide for job seekers regardless of the federal position being sought after. Simply stated, the "Federal Resume Guidebook" is essential for anyone seeking federal employment and is a fundamentally necessary addition to personal, professional, academic, governmental job center, and community library Jobs/Careers reference collections.

I purchased this book based on the numerous reviews exclaiming its excellence. As a first note, the photo representation showing a CD that provides actual examples of resumes and KSAs is highly deceiving. There is no CD with this book. On the final page of the book, you will find directions on how to buy this for an additional fee at the authors website. No doubt the author has experience and expertise in the convuluted federal application process. From biographical information that is available it appears that she was a key player in creating it and then she went on to build a business that capitalizes off of the confusion created in the process. The inforation in this book is good and reliable; however, the same information is available for free on the internet from a variety of sources. I was sadly disappointed with this book and the other Troutman book Military to Federal Career Guide that I also purchased. The CD is included with the second book mentioned. I has 52 files in total; but, these provide very few examples because the same resume is repeatedly used to show examples of different resume builder formats (e.g paper resume, USA Jobs resume, and Resumix)and each example is given in a word document format and PDF so immediately the number of eamples is decreased from 52 to 26. As such, the CD amounts to 13 resume examples and one that provides separate KSAs. The best value that comes from this book is a profitable marketing tool for the author's website and other, quite pricey writing and coaching services. Before buying this book, I would recommend that you check with your local library or bookstore to see if they have a copy so you can review the content and decide how useful it might be in relation to your knowledge of the federal job market.

If you want to work for Uncle then you must have this book. After toiling for over a year trying to work for Uncle and getting nowhere, I bought this book. I spent a day revamping my resume as it describes and have been knee deep in responses ever since. If you want your resume to be in the right format to get you in the door then buy this book. If you want to continue hawking on the street or playing a fiddle for change then by all means do not buy this book.

I purchased this book after numerous failed attempts at being considered for various govt positions.
Literally after giving my resume a govt makeover with the suggestions from the book I've been considered for a total of four positions since purchasing the book last month.
I consider this a huge success only because I at least know my responses to the KSA questions are strong,
I highly recommed this book - definetly worth it!

It's amazing how much is assumed in most after-market Java books! I can't estimate how often I've seen, "It is assumed you know about Threaded Programming, and therefore it is not covered here." Well, good news, It IS covered here. And is is covered well.
As a professional programmer for 20 years, I can attest to the fact that Thread programming is the most schizophrenic of disciplines. In addition, since most legacy thread concepts come from 'procedural' languages, the Java implementation tends to be hard to hold on to.
I found this book to be a wonderful 'primer' into Java's Thread capabilities. It doesn't attempt to relate to older languages. It starts from the begining, and presents its subject clearly. It's a good learning tool, and is organized well enough to be a reliable refference.
Even if you have experience with threading, this is worth it to orient your head to Java Threading.

If you find Doug Lea's "Concurrent Programming in Java" too daunting, this is the book you should have read first. The examples were easy to follow, and were to the point -that is, you will only learn how to work with the Thread API, and there is not much talk about design patterns. The diagrams in the book were very handy to follow Hyde's explanation. I enjoyed reading this book.. I recommend this book for every beginner in java programming.

This is a good book to learn Thread fundamentals and how to use thread in Real Life. The code examples uses a lot of AWT thats why the 4 stars I would have been a little bit happier if it used something else.
Any way a good purchase for learning Thread I brushed up my knowledge on Thread before sitting for the SCJP

This is a particularly easy to understand book on Java threads. If you are new to Java or to threading then don't hesitate to buy this book. The topics are clearly explained and in a logical order. The examples are small enough that they are easy to understand, but big enough to get the point across. And they work! Mr. Hyde has clearly gone to a great amount of trouble to make his presentation clear and simple to digest. As examples the diagrams he presents for explaining a deadlock and the timing of events in a wait/notify sequence make what is going on very clear.

If you are an experienced thread programmer looking for the finer points of threading, this book might not be the best. It does not go into the level of detail that some other books do, for example Holub's book "Taming Java Threads". On the other hand, these books are not the best for beginners.

Very straightforward and gentle introduction to the Java threading mechanics.It features basic theory and examples for about 3/4 of the book with the rest of the pages dedicated to a few useful techniques to ease and streamline threads programming, which you can use in you applications or as inspiration and examples for your own devices. My only complaint is the presentation method: a bunch of code followed by a bunch of explanations. I think presenting the more relevant lines of code interleaved with explanations and then the whole example program would make learning much more effective and easy. This book is also starting to show its age, so until a second edition comes out I would recommend the O'Reilly book over this one, unless you can get it real cheap.

Judged from a man's point of view, Mistress of Mellyn succeeds on a number of levels, most of them tied in with the "whodunnit" factor of the book.

It is almost as though Victoria Holt gave REBECCA a good read and then thought to herself, "Gee, I could take that same plot and make it much, much better." So some elements of the famous Daphne Du Maurier story repeat themselves here--the forbidding mansion, the sexy master of the house, the elderly servant mumbling gloomy, doleful advice like a Cornish version of Maria Ouspenskaya. You'd think that she (Holt) would have changed the setting a wee bit though, I mean move it away from the cliffs of Cornwall, for heaven's sake, you're just asking for comparisons!

And yet think of how different REBECCA would have been had Rebecca and Max de Winter had a little daughter! Which is pretty much what happens here. Little Alvean is sort of like Miles and Flora in Henry James' THE TURN OF THE SCREW, and Martha Leigh is a bit like the governess who worried about her charges so in James' 1890 novelette. When "Marty" first meets her and tries to find out what her lessons should be, the little girl is rude, disrespectful, and totally spoiled by having been allowed to run free. Plus her father's aristocratic snobbery towards the middle class has infected young Alvean so she feels no compunction about telling Martha that she doesn't have to listen to her.

The whodunnit aspect comes towards the end of a long and suspenseful story. The very last person in the world who you would suspect, turns out to be the killer, a mad monster whose actions seem incalculably cruel. Only later do you begin to piece it together and to feel even a little sympathy for the murderer, who was coming from a very tough place which Victoria Holt sketches out pretty well. Anyhow, I liked it, but I can see how if you read 50 of these books they would all start to seem the same.

Martha Leigh is the central female character of this delightful story. The tale is told, mainly in the first person, with added dialogue.
After the death of their father, 20 year old Martha and her 18 year old sister Phillida, are taken to London by their aunt Adelaide, for 'a season'. At the end of that season Phillida had married, but after four years of living with her aunt, Martha still had not found a husband.
"There are two courses open to a gentlewoman when she finds herself in penurious circumstances ...." aunt Adelaide had said. "One is to marry, and the other to find a post in keeping with her gentility."
Thus, one of aunt Adelaide's friends suggests that Martha should become governess to Connan TreMellyn's daughter, Alvean.
Martha arrives at the house, Mount Mellyn, to find her employer is a cold imposing man, and his daughter is resentful towards her. The house itself is a 'cold brooding house on the Cornish cliffs'.
It was only Martha's growing love for Alvean and an unwilling attraction to Alvean's father that made her stay on and try to solve the mysteries which shrouded their lives.
What eventuates between Martha and Connan TreMellyn is a little predictable, however the journey towards the outcome is a delightful read; and, there is a wickedly surprising 'twist' at the end of the book (which I'm not going to spoil for you).
The book is very well written, and I found the characters very interesting.
The author of my copy of this title was Victoria Holt. This was one of the pseudonyms of Eleanor Alice Burford. After marrying she became Eleanor Alice Hibbert. Others she wrote under included Jean Plaidy, Ellalice Tate, Kathleen Kellow, Elbur Ford, Philippa Carr. She wrote almost 200 books under these names!

Her books are VERY addictive!

Sadly, most of her books are out of print at the date of this review. Some can be purchased on the Internet or from second-hand bookshops.

This is the first Victoria Holt book that I read, and I think it was where I should have started. I have always liked the stories of Jane Eyre and Rebecca, so this one sounded interesting. It lived up to expectations. It is about a governess that finds out she is in much more than she bargained for. The house she is living in is filled with history and mystery. Her employer, with whom she falls in love, is very much the same. With twists and turns, and a huge surprize ending, this book is one you will remember for years to come.

Don't listen the O'Brien review above, this book is far from "campy" (a pretentious term pretentious people use to justify reading romance and popular novels)...yes, this book does owe a lot to Jane Eyre I suppose but the vivid characters, chilling suspense and romance make this a treat you won't forget. Miss Holt proves herself to be a writer of enduring power and imagination. Nothing "campy" about that!

What happened to Alice, mistress of Mellyn? Was she just a high-class skank who ran off with philandering neighbor Geoffrey? And what is the mystery of the leper's squint?

This is a fine combination of "Jane Eyre" crossed with a dash of Du Maurier's "Rebecca." For a romance novel, a genre that I normally despise, this is quite a fine read. Victoria Holt (aka Jean Plaidy) knows how to keep her plots moving swiftly and her surprises juicy.

This is my absolute favorite novel by Victoria Holt. I cannot praise it any more than anyone else has.

But I must correct the amazon description of "However, Holt creates elaborate characters and sets the narrative in the fabled and romantic Black Forest of the Austro-Hungarian Empire at the time of the Napoleonic Wars."

The book is set in the Black Forest, yes, but the Black Forest is in Germany(and technically was in Bavaria, which was a kingdom within the German Empire after the unification of 1870), and the book was set in the Victoria era.

I love it when an author can write a story about two people in love and keep the story clean without explicit sex. This author knows how to write a love story that will keep you reading from one page to the next until the end. I'm very impressed with her work on other novels as well as this one.

This is one of my favorite Victoria Holt books. It's romantic, there's intrigue, lies, allies, spies, murder plots, a villain, a hero, and everything in between, using the Black Forest and the mythological characters that the heroine and at times, damsel in distress, Helena Trant, grew up with as a back drop. The forests were in her blood and wasn't afraid when she got lost in the mist.

And here comes a hero to literally sweep her off her feet. A man of many and mysterious identities.

These two discover what Shakespeare knew all along: "The course of true love never did run smoothly".

Both are lied to and deceived by people they thought they could trust, and ironically, some of those same people bring them together again.

No one weaves a story like Victoria Holt. As far as I'm concerned, she only has two worthy peers: Phyllis A. Whitney and Mary Stewart.

If you want to be taken to another place and time, and believe in love and fairy tales, this is the book for you.

I have read some Holt novels I didn't even feel were worth bothering to review because of my lukewarm attitude toward them. This is far from the case with On the Night of the Seventh Moon. If you don't like filthy romance books full of corny, eyerolling garbage like Stephanie Laurens seems to insist on dishing out, complete with their relentless bludgeonings of copulation scenes and weak plots, I urge you to pick this book up instead.

From the beginning I was mesmerized by Holt's characters and rich, complex weaving of romance and the evildoers who would keep Helena and Max apart for a decade until they find each other again. In fact, everything about this book had me so enthralled that I couldn't put it down until the very end. Holt has the ability to write adventurous romantic novels that don't make you want to throw up when you read them, and that's something most authors can't lay claim to. If you like your books clean and well-written, Seventh Moon is destined to become one of your favorites, and I would never steer you wrong about that. I know you will really enjoy this particular novel, because it is just that outstanding.

This book is a real love, adventure, and mystery story. I have loved this book sense I first read it and I read it at least once a year. If you're one of the people who are picky about what to read and you have many different tastes this is a book that you can read and love.
It has a wonderful plot and a well written one to, it's set in Prussia and in England. It's really hard to explain this book when there are so many things going on (although when it's going on you don't get confused like other books of this time) Murder, Passion, True love, and many rememberable people that you'll fall in love with over and over again. From England, to her mother's home land, to the arms of a hansome Prince not wanting to be known.
It's a beautiful book and I would say that if you read this you'll be very pleased. Hope you like it!

This book is a great reference and historical record of the emergence and use of remote viewing from inside the military machine. A great addition to all serious remote viewing researchers library, its well written and one of those hard to put down books. There are a few good books on remote viewing and this is so far the best in trying to create a historical overview of RV and address many of the inaccuracies of the previous historical overview book (The Secret History of America's Psychic Spies).

This is also a great reference tool for anyone trying to fathom the 89,000 pages of CIA remote viewing documents released through the Freedom of Information act.

Paul Smith has produced a wonderful book here. It captures so much detailed information that it should make a wonderful documentary source. Yet, it is written so clearly that for those who have read other books on the subject (like me) it is very easy to skim to the parts that contain new information, insights, and details (and there's a whole lot of ALL of those throughout this book!) This book is a must for anyone who wants a more complete picture of the subject matter, as well as a feeling of greater familiarity with the fascinating and enjoyable personalities of the players involved.

I'd suggest Paul Smith's book to students of self discovery and military historians alike. Reading the Enemies Mind provides a concise and engaging history of our nation's remote viewing program. Those seeking to further advance their potential will discover many advanced concepts that have yet to reach mainstream society.

What I most enjoyed about this book was the author's optomistic view of the future of remote viewing. The abilities to tap this newly discovered area of human potential have yet to be fully explored. This newly discovered science holds great promise and may someday lead to a cure for disease, advanced education and furthering our intelligence and understanding. Perhaps someday our political and military leaders will use this potential to advance our civilization rather than simply using remote viewing as a military intelligence gathering tool.

While various forms of remote viewing have existed since the dawn of civilization, Paul Smith carefully documents the proven effectiveness and scientific reality that refutes serious critics and encourages those with a limited understanding. I'd recommend this book to anyone seeking a more advanced understanding of their human potential.

Reading the Enemy's Mind is a fascinating history of the Star Gate program. I've read accounts of a couple of other former Star Gate participants and they are either sensational and fictionalized (David Morehouse) or short on history (Dale Graff). Paul Smith's account is comprehensive and doesn't make wild claims. His tome is a level-headed treatment of the program. He's very upfront that for every success there are many failures.

Some of my favorite successful remote-viewing stories from Reading the Enemy's Mind include viewing Aldrich Ames - the CIA traitor, the USS Stark attack, and the capture of rogue DEA agent Charles Frank Jordan.

In 1987 Star Gate was tasked with finding the mole in US intelligence. CIA sources in the Soviet Union were disappearing or being executed and people wanted to know who was giving them away. Star Gate came up with a composite of the traitor. Among the details was that he drove a gray European car and was involved with a Columbian woman. While many of the other details were off, Smith wonders what might have happened had the Star Gate information been used:

"The fact of the car alone might have significantly narrowed the field of possible suspects in the CIA. How many CIA employees owned grey European luxury cars in 1987? Certainly some, but percentage-wise not that many. And how many CIA employees had a significant relationship with a Latin American woman, especially a Columbian?" (p. 340)

Smith remote viewed the "accidental" Iraqi missile attack on the US destroyer Stark 50 hours before it occurred. He described the colors of the attacking military ("tan uniforms with black belts and bits of red and green."), the unprofessional nature of the attackers ("they reminded me of a militia as opposed to a professional military"), and the explosion itself ("The structure/vessel shivers, shakes, quivers. 'There were a 'clang,' a 'screech,' and a 'metallic squeal...'").

A final story I'll share is that of the rogue DEA agent, Charles Frank Jordan. This agent had turned bad and escaped custody. The DEA was convinced he was in the Caribbean. A remote viewer thought he was in Wyoming. "This information was so out of line with where Jordan was thought to be, that at first the authorities were inclined to ignore it. Finally, one agent decided that it would do no harm to alert police in that part of Wyoming.(p. 384)" Jordan was apprehended shortly after that - in Wyoming!

I highly recommend Reading the Enemy's Mind.

I have read a lot of books and articles about Stargate, but the majority of the material here was a surprize to me. How did this all start? What were the early days like? Why did the CIA pull the plug? What kind of results were they really getting?

The history is exhaustive, with many exact dates names and locations. However, the book is not dry at all. A nice touch is Major Smith's own story woven in. Yes history is about people.

There's a great section in the beginning that calls to task the so-called skeptic James Randi, and how his research is flawed, slanted, inaccurate, and often made-up. The book mentions specific falsehoods and areas where Randi just made stuff up to support his point. This is ironic because the psychic research is strongly controlled here while Randi is guilty of the falsehoods he projects on all things paranormal.

RV works. The book cites a lot of research, some published in per-reviewed journals. There's an amazing comment from a peer-reviewer who didn't want a study to appear in the IEEE journal who said something like, "I don't care if it is real, I don't want to believe it." This gives you an idea of what so-called legit science does with research outside it's accepted box.

Major Smith has written a great history of the psychic spying program. Cold War buffs will find it fascinating. Paranormal researchers should find it fascinating. Anyone who likes a good story will enjoy it.

The book was great and really gave me a breakdown of the different parts of the agency and how they work together.

Very interesting book. He is the typo of pro I admire and respect. I have been an account planner al my long adman career, 60 years. I have always been a Bernbachian monk and I see the author is a similar person.

I strongly believe that account planning exists to help create advertising - a supporting role not leading. It is an important element but is by no means a substitute for an fresh new idea beautifully executed.
Account planning should not be misused. It is a tool to help the creators.

Since I'm Brazilian and all my life worked on American accounts, I believe the author's British writing maybe is not as clear as the Americans.

Really, I suppose, the type of book a planner should write.

It is a great introduction to what a planner is and does. A good textbook for anyone involved in advertising or dealing with ad agencies. A brilliant "manual" for planners.

There is a huge shortage of good account planning books. This effort by Jon Steele makes up for it. He is a man passionate about advertising (that's evident throughout the book) and very good at it too.

Jon covers the theoretical and practical aspects of account planning thoroughly and provides insights and advice for planners at all levels, account management staff, creative staff and clients.

Reading this book will show you how to improve the quality of your advertising product. It has certainly helped me do that at the agency I work for in New Zealand. One of the best buys I've made on Amazon.

Perfect! The book is absolutely AWESOME! A nice way of teaching a lesson about advertising!

This is the ONLY book I remember from my childhood. I checked it out of my elementary school library as many times as I was allowed. As an adult, I found it at a garage sale for a nickel and snatched it up.

Perhaps it was feeling that I was in the wrong family by some evil accident. I've been in therapy for many years, and needed every minute of it, so that feeling was accurate.

Perhaps it was the feeling, which also proved accurate, that my life would improve as soon as I got my own friends who cared about me which happened in early high school.

I held fiercely to the spirit of this book for many years.

When I found it, I took it to my therapist to prove to her that, even when I was little I felt strongly about these issues.

I also loved school and considered it my saving grace.

I read voraciously as soon as I learned how. And this is the only book from early on that I can clearly remember.

Anyone who wants to start a lovers of Little Witch club, get in touch with me.

I still read LOTS of fantasy books.

I have vivid memories of reading this charming book. The author was the Children's Librarian of the library I practically lived in as a child in Northport, NY. She was perfect in that job. Knowledgable, enthusiastic and devoted to creating life long readers. She certainly helped me become a passionate reader for life.
I can't wait for my granddaughter to be old enough ot understand this story. It will be a "must read" at Halloween.

I, too, read this book countless times as a girl, at least 45 years ago. One of my favorite things to do on a rainy or snowy day was to get in bed and enjoy this story. I would get the warmest feeling from the way the story turned out, but also found the situations where Minx and her friends fooled around with the potions to be very exciting! I found a copy in our library about 15 years ago, but no more, so I started the quest to find one for my daughter, not knowing the author. My daughter's name is Anna Elizabeth - could it have been in my sub conscience? Hurray for used book sellers!

I read this book for the first time almost twenty years ago and have very clear memories of checking it out from my school library. I absolutely adored it as a child ... and then forgot about it for years.

Then, one day not long ago, as I was making a rather boring lunch, I remembered something about peanut butter and lettuce sandwiches. Where on earth did that crazy notion come from? I tapped my fingers on the counter and mused about it. And then, I remembered: I had gotten the idea from a wonderful book about a little girl who grew up as the daughter of a witch. A family befriends the girl, named Minx Snickasee, and feeds her those peculiar sandwiches ... and I had so wanted to be like Minx that I drove my mother crazy with a peanut butter and lettuce phase of my own.

I tracked down the book again and unearthed the most enchanting old library copy. I've since read and re-read it, and I adore it as much as when I read it as a child. As an author of books for children (and frankly, as a quintessential nostalgist), I can't tell you how much I admire what Ms. Bennett has done. 'Little Witch' is an imaginative, funny, tender story that does not condescend to its audience, which is so very important in books of this genre. I can't recommend it enough.

And Snickasee! What a delicious name. The whole story is such a treat.

I wish I could give it 10 stars!!! I fell in love with this book the first time I read it. It tells the story of a little girl who has a real Witch for a mother. All she wants is to be normal and finally gets a chance at it. Her adventures and struggles are heartfelt and engaging and I found myself wanting to be her friend. The fact she only had one dress didnt stop her determination to get to school and as an adult I love the message it sends to children. I read this book so many times as a child, I lost the cover to it and was surprised to see it again after all these years. It is truly wonderful to find others with an affinity to peanutbutter and lettuce sandwiches also. Hahaha. I recommend this book to anyone whether you have kids or not. I gave my copy to my niece, who loves it as well, in hopes she would share it with her younger sister. She lost it when my sister moved so I am buying another one today to keep the tradition going. The Little Witch has been always been one of my favorites and should be mandatory reading material in schools to teach compassion and to stimulate the imagination. How many times have you looked in a mirror, made a wish and just knew somewhere deep in your heart it would come true?

I wanted to get a little more background on the life of a Secret Service Agent. I found this book filled with interesting tidbits of information. It was an easy read that I found entertaining, as well. His recounts of what it was like working around the Reagan administration, the Pope's US visit, etc. kept me interested for several hours worth of reading. It personalized some of the details that the public often may not realize.

This book is well written with just enough detail to keep you in every scene. It hooked me from page 1 and kept me interested all along.

If you have any interest in the presidency of Ronald Reagan or the Secret Service, I highly recommend this book. The tone is very matter-of-fact, but what comes through is what an honorable person Joseph Petro is. He lost out on a possible N.F.L career when he was drafted for the Viet Nam War, but our country, and especially its elected officials during the time of his service, gained a great deal.

A very engaging book.

I found this book extremely enlightening as to what life as an Agent in the USSS will be like. Petro does a wonderful job at writing about what he is allowed to disclose yet still keeping the reader engaged. If you are interested in the USSS, you should read this book during your application process since little is know about the Service.

This book was very enjoyable and a easy read! Joe must have been a very good agent, (I forgive him about the Mrs. Quail incident) He is someone I would like to meet. This book is a GREAT find for anyone into politics, The White House and the Secret Service.

I'm going to be a police recruit in the NYPD in the upcoming months, and wanted to know more about this line of work..Armed & Dangerous would be the book to read. This book is for anyone wanting to be a cop, marrying a cop or the friend of a cop...Gina pulls no punches. She is gritty, raw and honest in her writing, which a lot of other police novels lack. I'm currently reading another police novel now, and its so hard to get into it. Gina raises the bar on all other novels..if you never pick up another true crime novel, read this one!!

Riveting, disquieting, amazingly well written. I had to check the cover a couple of times to make sure it wasn't written "with Joe Shcmow." Ms. Gallo names names and leaves out no details about how she managed to function, survive, succeed, and retain personal dignity within a most wretched hive of scum and villany.

This was an interesting book, however I would have liked to see a little more of the positive side of being a policewoman. There had to be something positive about the job, or she wouldn't have been a policewoman for so many years.
Having a policeman for a friend, I did appreciate some of the insights into how they may feel different from "civilians".
It's a very sad tale of how many people live and how instead of the police being encouraged become discouraged.
I struggled with how to rate this book, because it's discouraging and haunting, with no upside I wanted to rate it a 3, but Gina does a good job of writing and relating her experience, so I rated it a 4.

I'm a retired police Sgt. my wife Ann Jillian an actress, and we just finished reading "ARMED AND DANGEROUS" by GINA GALLO. This book is FANTASTIC! It's easy to know that Gina Gallo was the real police and did real police work - that's a given, but her talent for putting it all in her book is something only a GREAT WRITER could do. This is a real page turner, we could not put it down until we finished it. My wife and I highly recommend this book to anyone. Thank you Ms., Gallo for an excellent book. Mr. Mrs. Sgt. A.& A Murcia. Los Angeles, CA.

At last, an interactive experience of life in big-city law enforcement! In a relentlessly authentic voice, Gina Gallo translates every nuance of the police experience into an unparalled copspeak primer for those who've never worn the badge. Forget cop stories as a spectator sport. Gallo pulls you into the action with "the real police", presenting the reader with the same visceral punch, emotional blindsiding and residual angst that haunts anyone who's been there. In my years as a Chicago homicide detective, job success often depended on equal parts of tenacity, intelligence and guts. Gallo's book provides this in spades along with an unflinching scrutiny of our own vulnerability. This book elevates cop docudrama to a new art form. I'm proud that Gallo is one of our own, even prouder of her courage and talent in telling our stories.

It's hard to explain just how good this book is, but I'm going to try.

When I first ran across this book (late '90s), I had no prior call center analytic experience, but used this book to save my company over $4 million a year. It explains the basics of call center management, analytics & behavior so simply and effectively that you are likely to make huge value changes just by implementing those basics.

If you are already a call center whiz, and your company's call center are running smoothly with excellent customer service levels, there is still value here, but it's modest.

If your company is NOT doing its blocking and tackling, with repsect to its call centers, then this is a gold mine.

It literally is the highest ROI book I have ever purchased in terms of time and money.

The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives.

We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book. Well, the reviews were right. This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.

This is excellent book to get started on concepts, key metrics in call center. I really liked the writting style and the way author has explained different concepts. I had no background in call center and I could comprehend almost all the concepts in this book.

I would recommend this book to any one who wants to know concepts, metrics and KPI within a call center environment.

I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs. I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it. For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary:

1. Incoming call center management is the art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality.

2. Though average call load may be predictable, calls arrive randomly--which means that they often bunch up.

3. A service level is defined as "X percent of calls answered in Y seconds", not as "X percent answered" or "Average Speed of Answer". (The ASA is skewed by the bad times when calls bunch up.) Abandonment rates matter, too, but fixing abandonment problems usually means fixing service levels.

4. Service level and quality don't conflict. If you try to fix service level with poor quality, it comes back to bite you with more calls and demoralized reps.

5. A good forecasted call load--including talk time, after-call work, and volume--is critical for budgeting people and circuits. Often, a good forecast should predict load by the half hour, using previous data, knowledge of upcoming plans, and good judgment.

6. To determine staffing needs, use a variation of the Erlang C formula. Its input is the number of reps, number of callers forecasted, and the time to serve each caller; its output is a prediction of waiting time. (Even better, add an input for response time, and you'll get the percentage who'll wait longer than that!) If agents have different skills, you'll need forecasts and calculations for each set of agents.

7. More staff, less waiting, fewer phone lines for people on hold. Less staff, more waiting, more phone lines. Formulas exist for phone lines, too.

8. Not everyone scheduled is always working on customer service. Schedule accordingly. Be clever about work schedules to get the right number working at the right time. Service level results tell you whether you got it right.

9. If you have too few reps on duty, queues get long (service level goes down), more circuits are needed, and customers get frustrated, sometimes abandoning the call. If you have too many reps on duty, you spend too much paying for them to wait.

10. Give senior managers good reports, but make sure they understand the points above.

11. Monitor the number of calls in the queue and the longest current wait. Service level and other metrics tell more about the past than the present. Be ready with plans for unexpected load (reassigning, rerouting, delay announcements, busy signals).

12. There are lots of tools and graphs to measure aspects of quality. Use them to identify root causes, not beat your employees. Reps should adhere to schedules, and do good work. Use monitoring capabilities to coach. Measuring based on "calls per hour" is unreliable, and invites cheating.

13. Customers are getting more demanding, automated systems are taking the easy calls, so reps have to be better trained and more skilled.

14. Create a good environment that uses technology well.

The book was written in 1997, and I don't know whether it's been updated. The authors have some commentary about email-based, web-based, and CTI-based systems, but the next edition might want to say more about the similarities and differences between those and the traditional call center.

Overall, I'm happy to understand more about the math and science behind this discipline. As another reviewer commented, it's clear that IT Help Desks have something to learn from the Call Center experience.