Services Books

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.

This book is amazing, it has helped me so much. Parts of it I felt like were my biography or something. It's just so supportive, I felt like it had an answer to everything. It was this book that made me realize (for the first time in my life) that maybe what happened to me wasn't my fault after all. I'm still learning that.
This book was ten years in the making. Instantly I knew why, it truly is amazing. It helped me so much. I'm already re-reading it. I think what I like about it the best is that you managed to include everything a young survivor needs to hear in a way that is comforting and safe.
My healing would be totally different, and probably stalled at this point, if it weren't for me having this book to read.

I love the authenticity of the stories in this book. To my knowledge, it is the first book with a healing theme that has been written with a therapist's voice giving support and explaining and breaking down issues throughout. It has universal appeal and, though it continues to be the best book on sex abuse for teenage girls, it is really appropriate to anyone healing from abuse. I am a psychotherapist and I give this book to my clients of all ages, who all heal through reading it.

Invisible girls is a great book. I am a survivor of childhood sexual abuse and even as an adult I found it very helpful. I am also the Founder&CEO of Safe Girls Strong Girls a 501 (c) 3 committed to Breaking the Silence on Childhood Sexual Abuse. I give this book to all girls that attend our programs. It is a great resource and allows teen girls to see that they are not alone. Terrific read and a great resource. I highly recommend it.

This book turned my life around. As a survivor of rape and abuse, I had developed many unhealthy habits such as denial and isolation. After reading this book, I felt connected to a larger community and was finally able to get some help! The stories of the girls in this book are so personal and so touching that it is easy to find strength in their struggle to heal.

But the real power of this book for me is that the individual accounts of abuse and survival are used as examples to support the chapters on each kind of abuse. These chapters are filled with information about the abuse, understanding of the typical response (did you count? detach? act out? It's all ok here.), and advise on how to work through the memories of the experience.

I would recommend this book not only to any girl who has suffered abuse, but also to anyone who knows someone who has suffered. It will help you understand the pain and bring a very hidden problem into the open where it can be fought.

I appreciate what Dr. Patti is trying to do here. I do. However, this book is laden with the myths and stereotypes survivors are fighting to overcome in their everyday life. I was extremely disappointed when I read this. The author practically says that "Date Rape" (also known as acquaintance rape, which is by far the more correct term--look up statistics if you're interested in what I mean) is often preventable. This again places the onus on potential victims/survivors to make sure they aren't assaulted. So often, those wo haven't survived a rape or assault are told they shouldn't have had that last drink, or worn a short skirt, or done ANYTHING that could have potentially put them at risk. No one ever mentions that it is a perp's decision to assault someone. She seemed to say that it wasn't the survivor's fault while simultaneously contending that rape can be prevented--and that if you put yourself in a certain position, you were in some way implicitly involved in your own assault.

She also "rates" abuse and assault. While this may seem innocent (Incest, for example, is "the deepest cut"--or wound--it's been awhile since I read it), it implies that other experiences are somehow less damaging. Isn't it more important to support all survivors than to somehow rank their experience and trauma? Who can do that, and why would we want to? Also, the ONLY example of child on child sexual interaction is in terms of "playing doctor." While it is important to differentiate normal exploration and abuse, Dr. Patti fails to include in her book an example of NONconsensual sexual interaction between children. This further promotes the idea that child on child sexual abuse cannot when occur when it can and does.

I could barely make it through this one. I wish her the best of luck, but this book really didn't do it for me. There are others out there that are much better.

This is a classic Seuss book for older children - it's dedicated to a girl 90 months old, which puts her at 7 and a half, my guess is that this book is intended to be read for children 7 years old or so.

Bartholomew Cubbins is struck by a terrible misfortune - every time he takes off his hat to the king, it is replaced by another. The king gets on his high horse about the subject, but everything turns out fine in the end when the king buys the final, majestic hat and puts it on his own head.

My nieces like this book quite a bit.

I'd been searching for this book to read to my 2 year-old son. I remember just loving it and was sure he would. He does. It's just delightful to hear his astonishment every time another hat appears on Bartholomew's head. It's a must read for children of all ages.

This book left a strong impression on me as a child. One of only a few books that I remembered vividly and was anxious to get for my own young boys (who of course, loved it).

The story is great because it keeps building and building. There is a little violence (threatening to cut off Bartholomew's head), but that only made it more exciting for me as a young boy to read it.

This is a great book for kids ages 4-5 all the way through 8-10. It has a catchy story line about a boy of that age, his problem, how he plans to solve it, and finally the real solution. An upbeat read for kids these days. And, it's by Dr. Seuss.

I bought this book because it brought back such good memories of my child's childhood and my own as well. I look forward to sharing it with my grandchildren someday. This is a great book to read!

This book not only deals with the issues of attachment and other developmental issues of the adoptive child, but it gives you practical strategies to overcome and deal with them. This book is very inlightning, but offers hope to parents of hurt children.

I thought this book provided valuable insights and gave good real life examples. I would recommend this book for anyone adopting an older child.

This book contained things that I think all parents should know about dealing with kids and thier baggage. I have refered back to this when dealing with situations with my special needs child, if only to know that I am not alone in my struggles.

This book was very helpful. It helped me even though I haven't ever adopted. It helped me understand hurting kids more. I will buy this book! I would like to adopt older kids when I'm married. Besides I have known several foster/adopted kids. It helped me understand them.

I read this book twice I liked it so much. I found many books minimized the struggle of raising adopted children and focussed too much on only the positive. Although I have not raised any adopted children myself I do plan on it after I finish university. After reading many books I knew it couldn't be as flowery as they put it. Although I am sure no book could truly prepare anyone for the realities of raising childeren it can help you understand where things are comming from. If nothing else I have a greater respect for the adoptive family because of this book!!!

Jason writes out in detail the 50 steps to personal magnetism that explains what attracts others to us, our product we offer, and what we stand for. I have read some of these concepts before, but Jason Hartman's "Become the Brand of Choice" puts all the powerful distinctions (50) together in one place in a simple and easily understood format. I would definitely recommend this book to other entreprenuers! Joe Milunas, President of REInvestingPartners.com

Jason writes out in detail the 50 steps to personal magnetism that explains what attracts others to us, our product we offer, and what we stand for. I have read some of these concepts before, but Jason Hartman's "Become the Brand of Choice" puts all the powerful distinctions (50) together in one place in a simple and easily understood format. I would definitely recommend this book to other entreprenuers! [...]

Jason Hartman's common sense approach and easy
to comprehend delivery gives you the desire to want to know more.
If you want to understand what Branding is all about...
read Jason Hartman's Book: "Become the Brand of Choice"!

Jason writes out in detail the 50 steps to personal magnetism that explains what attracts others to us, our product we offer, and what we stand for. I have read some of these concepts before, but Jason Hartman's "Become the Brand of Choice" puts all the powerful distinctions (50) together in one place in a simple and easily understood format. I would definitely recommend this book to other entreprenuers! Joe Milunas, President of REInvestingPartners.com

Jason's humanly sensitive and ethical approach is commendable. You can tell early on that he's a sincere and likeable guy with loads of integrity, and it's easy to understand why his relationship marketing approach is so successful. It didn't take long for me to completely trust the author -- not something I can always say about marketing books. The book is written in a very accessible conversational style which lends great clarity and makes it an enjoyable read and readily applicable. The goal-setting tips are valuable for application to every area of life. I detect a lot of Napoleon Hill's concepts coming through ("Think and Grow Rich"), but have to say that the way Jason lays them out and applies them is even more readily grasped by me than the original Hill book (which is another excellent read, by the way).

Un libro de facil lectura y que te abre la mente, para el desarrollador común como yo.

McGovern illustrates strategies for creating more impactful web content without boring the reader to death. The advice is practical, easy to follow, and timely. I have been very satisfied with this purchase.

I purchased this book specifically to read more about the process for researching usability issues. I am not a market researcher, but I am a web developer who understands SEO, basic usability issues and general web practices. I found this book to be well-written, simple to understand and it provides a pretty good map for researching your web audience. I have actually read it twice now, finding even more the second time around.

I highly recommend this book, I still use it as a resource as I learn more about market research, something I don't particularly care for, but that is essential to my success as a brand manager and web developer.

Gerry is a genius.

Gerry McGovern's "Killer Web Content" *seems* to be a primer about writing "killer content." And it is. He talks about simple ideas (e.g., "killer, not filler," or, on the Net, "in self-service mode, people go on gut instinct") in simple sentences, with lots of words in red so you get the idea. Then you put those ideas all together and think about them. And *then* you start looking at websites created from the grad school universe by professionals, all too often FOR PROFESSIONALS, that leave you - us - Everyman - frustrated or even amused (and that is not the intent). Ah, the epiphany: you realize that too many people are getting paid too much money when they have no idea how to talk to us: the folks who are surfing at 2AM in hotel rooms, trying to learn something for tomorrow's presentation to the Executive Committee. Obviously McGovern has practiced medicine: you listen to the patient, and the patient will tell you what the problem is. You listen to the customer, and the customer will tell you what she needs to hear. You listen to your children, etc.

Of course, the devil is in the details. Would that there were a standard operating procedure to ferret out the words that each of us wants to hear. Then we could fire Sales and Marketing - all they do is get us folks in Technology and Operations into trouble, right? Nope, says McGovern, you have to talk to people, relate to them, listen to them, hear what they say, abstract the content, try it out on your site. Each word is a hypothesis: true or false. Does it work? Does it bring people? You measure, you re-frame, you redesign, you re-relate. Surely it must be easier than this! All Jeff Bezos did is slap some stuff onto a website, and look at him! Right? McGovern just smiles, probably lifts a Guinness - he hints at his pleasure in Ireland - and, secure in the knowledge that you'll reread his book, just goes on about his business, writing and consulting.

Oh, it seems so simple. Oh, it's not really that complicated. Oh, it is so, so worthwhile. Read the book carefully.

David Block MD, PhD
Editor & Publisher, "The RoadeWarrior: every consultant's ezine"
www.roadewarrior.com
david@roadewarrior.com

I work for a Fortune 500 company and was first introduced to Gerry McGovern through one of his workshops that my company was hosting. I really connected with Gerry's passion for both the customer's perspective, as well as his message to get the fundamentals right. Armed with his book Killer Web Content, I left the workshop inspired with new ideas for solving some of the UX issues we were having with our Careers website (strategic business tool for talent recruiting).

I started to read his book the next week and learned enough useful information with each chapter that I finished it. I got a lot of value from some of the techniques described in Killer Web Content. I appreciated the information specific to generating good content using "Carewords" in the right way and at the right time. I also learned from this book that the web user is a different animal than traditional application users. Gerry has a good handle on the machinations that drive this new information hunter's behavior.

I can honestly say that I've quoted Gerry's work in UX meetings dozens of times since first attending his workshop. Since December, I've given away three copies of Killer Web Content to other UX professionals. All 3 have given it rave reviews! In addition to attending one of his live workshops (absolutely awesome!), I HIGHLY recommend getting this book!

I was a bit disappointed in these books, because I love the Crown/Court Duel books so much. These are not like them at all. They seem to be for much younger girls, and there's no romance or anything.

And it was weird but I did not really like Wren. I know I was meant to, but she just seemed like too much of a typical, plucky, orphaned heroine - and she was too matter of fact and accepting of all these amazing events. It wasn't realistic, and I know it's fantasy, but shouldn't the characters still feel real?

I have only read these books once - and I re-read EVERYTHING - so that tells you that they're not that great. But they are probably okay for younger readers.

The book I am reviewing is called Wren To The Rescue by Sherwood Smith. I think this story deserves five stars. It's about a girl named Wren trying to save a friend named Tess who is a princess. The problem is a evil king named Andres kidnaps Tess. Wren attempts to save her friend with the help of a magician and prince. She may just do it. I really recommend this book to everyone. Other books are Wren's Quest and Wren's War.

Emerson, NJ Fifth Grader

After I read Crown Duel, I couldn't wait to read other books by Sherwood Smith. I picked up "Wren to the Rescue", and began reading. I couldn't put it down! After reading Crown Duel, I thought NOTHING could even compare to it--I was wrong. "Wren to the Rescue" has the same nose-glued-to-the-page quality, plenty of action and adventure, lovable characters, and of course, majic. Normally, I'm not really into the whole "evil sorcerer/sorceress-mystical power-wizard school" thing, but this is different. The type of majic that Smith portrays is almost believable, and not the traditional witchcraft that many other books these days are about. I can't wait to read the other two in the series: "Wren's Quest" and "Wren's War"! I would reccomend this book to anyone, but people ages 10 and up will probably enjoy it to its fullest. Happy reading!

Wren to the Rescue is a great read! It keeps you hooked and after you read it, you'll run to find the sequels! I just finished reading it for the second time, and it was just as good as I remembered it.

Wren, an orphan at Three Groves Orphanage, finds out that her friend Tess is really a long lost princess, hidden there because the wicked king Andreus wants to kidnap her. Wren is invited to come back to the palace in Cantirmoor with her friend. Unfortunately, the day after they arrive, Andreus strikes and Tess is spirited off to his stronghold in Senna Lirwan. Wren, being the spunky girl that she is, is not content to sit back and watch everyone else search. She uses a magic spell she saw to transport herself to the magic school, and from there decides to run off with a young magic prentice, Tyron, to rescue Tess.

They decide to find the mysterious mage Idres Rhiscarlan, to see if she will help them. When she refuses, they set out on their own to try to prevent the coming war. After a while, they are joined by Connor, Tyron's friend and a prince. After many adventures, involving warrie beasts, secret passages, bridges, armies, thieves and chraucans, they make it into Senna Lirwan.

Wren drinks from a poisoned stream and Andreus tries to take her, but Idres somehow pops back into the stream and saves her, turning Wren into a dog in the process! Poor Wren! But it doesn't seem to bother her all that much, though she is in danger of being a dog forever.

However, more problems soon come their way. Connor has a terrible secret, Wren's friends are captured, and she must find a way to rescue them alone AND get Tess out, before she becomes a dog for good! How does she do it? Read the book to find out!

Though not on the par of Crown and Court Duet. This book was obviously written for a younger audience, without the same prose, (...) tension, or interesting plot twists that were present in Crown. Still, an absorbing and pleasant read. Recommended- especially for young adults.

James Thurber was one of the funiest authors of all time and this book cements his reputation. I enjoyed it many years ago and after re-reading it, I enjoyed it again.

Should be required reading for all folks of any age looking for an introduction to life in these United States, for those learning to overcome despair and disaster with humor and grace, for any and all learning the English language.

Thurber is a great favorite of mine, and this was another fun book to read.

Take your mind back half a century and read these mildly amusing essays about life in the 1920s and 1930s. The style is so different from modern prose, but it is well worth the read.

Thurber's classic about growing up in Columbus, Ohio is laugh out loud funny, even 80 years removed. Talent like this is rare. He deserves his literary reputation.

I bought this book in the 60's in the Time/Life edtion, but didn't get around to reading it until 1995, when I was in Jalalabad, Afghanistan for a few weeks. Of course, that was the perfect setting, but from any viewpoint in the world "Eastern Approaches" is quite close to the perfect travel book. I left my copy in the library of the American Club in Peshawar, trying to save luggage room for Afghan textiles, and I was very sorry to learn when I got home that it was out of print. Now it's back, and I look forward to reading it again while sitting in my armchair. "Eastern Approaches" is a great read, and never more relevant than today.

This is an exciting autobiography, which I have read and reread over the years. Of particular interest is the author's introduction into the SAS.

This book will become a permanent fixture in your library.

Pre WWII, Maclean finagled trips through parts of the USSR where no westerner had previously been, even crossing into Afghanistan from the north at one point. He spent much of WWI aiding Marshal Tito's effort to drive the Germans out of the Balkans. Fascinating stuff, this, eloquently written and he's a damn good storyteller.

This book is of great historical value. The narration is witty and elegant. I would recomant it to everybody interested in European history.

This is a truly unique book and comparable only with Churchill's 'My Early Life' as an adventure history. Some people write adventure books, some people have adventures but Fitzroy McLean, like Churchill, or TE Lawrence, is able to do both. A rare treat and very easy to read.