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Will be shipped from US. Brand new copy.

• Binding: Paperback

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[P300.Ebook] PDF Ebook Genesis: Introduction, Translation, and Notes (The Anchor Bible, Vol. 1), by E. A. Speiser

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Genesis is Volume I in the Anchor Bible series of new book-by-book translations of the Old and New Testaments and Apocrypha.��Ephraim Avigdor Speiser was University Professor and Chairman of the Department of Oriental Studies at the University of Pennsylvania.

Using authoritative evidence from archaeology, linguistics, and comparative religion, the author presents some startling conclusions about the first book of the Bible.��He proves, for example, that the famous opening phrase, "In the beginning," is not true to the meaning of the first word, that the designation "Torah" for the Pentateuch is a misnomer, that the best-known stories of Genesis are grounded in pagan mythology.��Speiser is an iconoclast in the tradition of Abraham; he exposes the false in order to help achieve truth.��As he says in his introduction, he "is not motivated by mere pedantry...but by the hope that each new insight may bring us that much closer to the secret of the Bible's universal and enduring appeal."

• Sales Rank: #768352 in Books
• Published on: 1964-09-16
• Released on: 1964-09-16
• Original language: English
• Number of items: 1
• Dimensions: 9.49" h x 1.40" w x 6.42" l,
• Binding: Hardcover
• 378 pages

From the Publisher
Genesis is Volume I in the Anchor Bible series of new book-by-book translations of the Old and New Testaments and Apocrypha. Ephraim Avigdor Speiser was University Professor and Chairman of the Department of Oriental Studies at the University of Pennsylvania.

Using authoritative evidence from archaeology, linguistics, and comparative religion, the author presents some startling conclusions about the first book of the Bible. He proves, for example, that the famous opening phrase, "In the beginning," is not true to the meaning of the first word, that the designation "Torah" for the Pentateuch is a misnomer, that the best-known stories of Genesis are grounded in pagan mythology. Speiser is an iconoclast in the tradition of Abraham; he exposes the false in order to help achieve truth. As he says in his introduction, he "is not motivated by mere pedantry...but by the hope that each new insight may bring us that much closer to the secret of the Bible's universal and enduring appeal."

From the Inside Flap
Genesis is Volume I in the Anchor Bible series of new book-by-book translations of the Old and New Testaments and Apocrypha. Ephraim Avigdor Speiser was University Professor and Chairman of the Department of Oriental Studies at the University of Pennsylvania.

Using authoritative evidence from archaeology, linguistics, and comparative religion, the author presents some startling conclusions about the first book of the Bible. He proves, for example, that the famous opening phrase, "In the beginning," is not true to the meaning of the first word, that the designation "Torah" for the Pentateuch is a misnomer, that the best-known stories of Genesis are grounded in pagan mythology. Speiser is an iconoclast in the tradition of Abraham; he exposes the false in order to help achieve truth. As he says in his introduction, he "is not motivated by mere pedantry...but by the hope that each new insight may bring us that much closer to the secret of the Bible's universal and enduring appeal."

Most helpful customer reviews

10 of 10 people found the following review helpful.
An Essential Stop for the Serious Student
By Henry E. Neufeld
Speiser is an expert linguist and critical scholar. Other reviews comment on his support of the documentary hypothesis, but that is practically universal amongst critical scholars. The question is just how much value one gets from that understanding when interpreting. Spesier belongs to that older school of critical scholarship that tends to believe that having identified source and redactional elements, one's work is done.

Some current scholarship, on the other hand seems to take the view that you can dismiss such considerations and still deeply understand the text. Often either the full acceptance or the dismissal of form, source, and redaction criticism are done without serious consideration.

What Speiser will do for the student of Genesis is point out clearly the more or less standard division of the sources. In many commentaries it is very difficult to tell what is what in source theory of the Pentateuch, and sometimes students dismiss as excessively complex or poorly supported something they have never really been able to see clearly portrayed. Speiser will help with that task.

Speiser's volume is not my favorite Genesis commentary. I personally prefer von Rad Genesis: A Commentary (Old Testament Library). While he also strongly supports the documentary hypothesis, he tends to build on the theological themes more effectively than does Speiser.

I rate this as a good buy for a serious student of Genesis. Don't expect it to lead you directly to sermon points if you're a pastor. It's more for background study that will fuel your thinking and bear fruit later. A more directly theological commentary, such as von Rad, Waltke (Genesis: A Commentary), Brueggeman (Genesis: Interpretation : A Bible Commentary for Teaching and Preaching (Interpretation, a Bible Commentary for Teaching and Preaching)), or even the shorter volume by Derek Kidner in the Tyndale Old Tesament Commentary series (Genesis (Tyndale Old Testament Commentaries)) will be better for Saturday night sermon prep!

5 of 5 people found the following review helpful.
A Classic!
By TroughtonFan
What a wonderful, remarkable book this is! In presenting this strangest book in the Bible, Speiser rises far above merely recounting (and very well, too) the results of centuries of source-criticism that finds not Moses as the author, but no less than 4 different authors, each with his (or her) own highly distinctive authorial personalities -- the Shakespearean J, the dream-mystic E, the "begat" ancestral-line archivist P, and the redactor(s) R. The translation is crystal clear and therefore even more enchanting than ever, with dazzling scholarship behind virtually every word choice made. Speiser establishes one of his central theses -- that J, E, P and R felt constrained by the sincerest promptings of faith and honor to give us the most authentic retelling of the ancient traditions they could, with the highest possible respect for their sources -- convincingly indeed. To cite a powerful example, Speiser argues that the rare reference to Abraham as "the Hebrew" must be derived from a non-Hebrew chronicle source (now long lost), and so stands as independent proof of that Patriarch's existence. Speiser knows and shares what a treasure trove of unimaginably ancient lore the Table of Nations is. He links the "sons of the gods/ daughters of men" memory with the Flood, which immediately follows it in the Genesis narrative, a connection I'd not seen before. But more than all these, he allows the magic of these ancient dawntime stories to shine with all the fresh glory of the rising sun. What a different world from ours emerges! The Serpent's trick in the Garden is more cunningly calculating than most will realize or remember. The very accessible Yahweh dines with Abraham with His two companions in a tent, and informally shares over luncheon that He will destroy Sodom. The blind, elderly Isaac sniffs the robe Jacob (in disguise) is wearing to make sure his blessing goes (he thinks) to Esau, whose aroma he compares to the wilderness and the hunt. Jacob enjoys the regular and enthusiastic favors of two wives in addition to their slaves, and one wife sells a night with him to the other wife for a day's gathering of mandrakes. Joseph forgives his brothers. The Patriarchs are shepherds. The consideration for the Covenant is mass circumcision, and the contract is sealed when Abraham walks between two butchered animals. The mysterious Melchizedek receives the Patriarch's tithe. Solemn oaths are taken by placing one's hand under the obligee's thigh. "Dynasty" set in the second and first millennia BC. A beautiful lost world, and a great read in Speiser's incomparable retelling. Get it and enjoy it.

25 of 28 people found the following review helpful.
Essential for the serious student
By Michael Baxter
Speiser was one of the greatest experts on Semitic languages of the 20th century. This book is essential reading for anyone who wants to know what the Hebrew really means. There is also a lot of helpful background material (though after nearly 40 years this is no longer up to date) and thoughtful analysis. Speiser was no fundamentalist, and was often prepared to say that the text is not to be taken literally, but he was less "critical" than many authors. He believed firmly in the Documentary Hypothesis, and each passage is carefully dissected into its J, E and P components, but this material can be ignored by anyone (including myself) who rejects that hypothesis. There is probably no single commentary that would suffice for a detailed study of Genesis, but this book should be one of the commentaries at hand for the serious student.

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Get ahead in your personal and professional life with crowd-pleasing communication skills

Packed with advice on improving verbal and non-verbal communication skills alike, Communication Essentials For Dummies is a comprehensive, approachable guide to communication no one should be without. Utilising a core range of simple skills, this friendly guide shows you how easy it is to communicate effectively. You'll find out how to listen actively, establish rapport, communicate with credibility, manage communication in difficult situations and converse with ease using modern technology — and lots more.

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• Discover how to get ahead in the workplace by mastering your communication skills
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• Sales Rank: #1541814 in Books
• Brand: Kuhnke, Elizabeth
• Published on: 2015-06-08
• Released on: 2015-05-25
• Original language: English
• Number of items: 1
• Dimensions: 8.60" h x .60" w x 5.60" l, .0 pounds
• Binding: Paperback
• 192 pages

From the Back Cover

Learn to:

• Master the art of communication
• Establish rapport with ease
• Negotiate with confidence
• Communicate effectively with modern technology

Listen, connect and articulate your way to success

Your ability to communicate with clarity, courage and commitment is the key to success at work and in your personal life. This friendly guide takes the intimidation out of communicating and shows you step-by-step how to choose — and use — your words and body language wisely when it matters most.

• More than words — communicate with your whole self, consider your listeners’ needs and handle awkward situations
• Adapt your style — find out how to change your approach for different audiences
• Can’t we all just get along? — develop rapport-building skills and emphasise empathy for better relationships
• Lose the ‘tude — understand the effect of your attitude on listeners
• Techno-speak — create a professional communication presence via email and social media

Open the book and find:

• Information about active listening
• Help with deciphering different communication styles
• How to network for business success
• Advice on negotiating with finesse
• Ways to defuse conflict diplomatically
• Tips for speaking with clarity
• How to communicate across cultures

About the Author

Elizabeth Kuhnke is an Executive Presence Coach and managing director and founder of Kuhnke Communication — a company that tailors communication coaching programmes and workshops to individuals and teams around the world.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Five Stars
By teeroy
GREAT BOOK!! I'm buying 6 more for gifts for my in-laws. This will help us all!!!

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• Sales Rank: #2813582 in Books
• Published on: 2015-08-07
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .37" w x 6.00" l, .0 pounds
• Binding: Paperback
• 148 pages

Review
“This is the honest, introspective story of one man’s journey and struggle with a major issue facing society―and Christians―today. But it’s not just Ken’s story; it’s also the story of countless others who might find common ground, a call to honesty, and hope in these pages.” Kyle Idleman, teaching pastor at Southeast Christian Church in Louisville, Kentucky and best-selling author of Not a Fan: Becoming a Completely Committed Follower of Jesus and Gods at War: Defeating the Idols that Battle for Your Heart “If you want to know how the Church should approach sex addiction and recovery, please read this book. After giving us a humble account of his own broken story, Ken Snyder leads us on a remarkable healing journey through the gospel. Cross Road is an enriching, encouraging read, with startling insights on practically every page. I recommend it to any Christian whose life has been touched, even tangentially, by this modern-day plague.” Nate Larkin, founder of the Samson Society and author of Samson and the Pirate Monks: Calling Men to Authentic Brotherhood “Ken Snyder has been a pioneer in the movement to build strong moral accountability in the local church. This book is full of positive testimonies and biblical insight. I pray it will be a blessing to you.” Mark Laaser, M.Div., PhD, author of Healing the Wounds of Sexual Addiction “Cross Road: A Journey from Sex to Sanity makes an important contribution to an expanding grassroots movement that is healing sex and porn addiction with the contemporary Christian culture where this addiction hides most insidiously. This book spells out the essentials of education about sex and porn addiction, and the need for honest personal confession and transparent affirming community, all of which point to the need for a deep and sustaining personal spiritual experience. This book comes with strong credibility from Ken Snyder’s own journey of personal transformation. “Read this book for help. Better yet, buy two copies and read it with a friend for best results.” David Zailer, founder and director of Operation Integrity, and author of When Lost Men Come Home “Ken Snyder has provided a great testimony regarding his life addictions. These and any addictions are typical and actually are trying to fill holes in our lives that only Christ can fill. Ken describes how we must die to our self-desires and what we think is intimacy, and live the life as Christ has designed its purpose to be. This life is not only talking the talk but more important, walking the walk. Cross Road: A Journey from Sex to Sanity is an illustration of how to walk the walk.” Darrel Billups, Th.D., executive director of the National Coalition of Ministries to Men

Review
“This is the honest, introspective story of one man's journey and struggle with a major issue facing society―and Christians―today. But it's not just Ken's story; it's also the story of countless others who might find common ground, a call to honesty, and hope in these pages.”
Kyle Idleman, teaching pastor at Southeast Christian Church in Louisville, Kentucky and best-selling author of Not a Fan: Becoming a Completely Committed Follower of Jesus and Gods at War: Defeating the Idols that Battle for Your Heart

“If you want to know how the Church should approach sex addiction and recovery, please read this book. After giving us a humble account of his own broken story, Ken Snyder leads us on a remarkable healing journey through the gospel. Cross Road is an enriching, encouraging read, with startling insights on practically every page. I recommend it to any Christian whose life has been touched, even tangentially, by this modern-day plague.”
Nate Larkin, founder of the Samson Society and author of Samson and the Pirate Monks: Calling Men to Authentic Brotherhood

“Ken Snyder has been a pioneer in the movement to build strong moral accountability in the local church. This book is full of positive testimonies and biblical insight. I pray it will be a blessing to you.”
Mark Laaser, M.Div., PhD, author of Healing the Wounds of Sexual Addiction

“Cross Road: A Journey from Sex to Sanity makes an important contribution to an expanding grassroots movement that is healing sex and porn addiction with the contemporary Christian culture where this addiction hides most insidiously. This book spells out the essentials of education about sex and porn addiction, and the need for honest personal confession and transparent affirming community, all of which point to the need for a deep and sustaining personal spiritual experience. This book comes with strong credibility from Ken Snyder's own journey of personal transformation.
“Read this book for help. Better yet, buy two copies and read it with a friend for best results.”
David Zailer, founder and director of Operation Integrity, and author of When Lost Men Come Home

“Ken Snyder has provided a great testimony regarding his life addictions. These and any addictions are typical and actually are trying to fill holes in our lives that only Christ can fill. Ken describes how we must die to our self-desires and what we think is intimacy, and live the life as Christ has designed its purpose to be. This life is not only talking the talk but more important, walking the walk. Cross Road: A Journey from Sex to Sanity is an illustration of how to walk the walk.”

Darrel Billups, Th.D., executive director of the National Coalition of Ministries to Men

About the Author
Ken Snyder is a 15-year veteran of a recovery group at Southeast Christian Church in Louisville, Kentucky. He is a freelance magazine writer, native of West Virginia, and graduate of the University of Missouri School of Journalism.

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0 of 0 people found the following review helpful.
For ANYONE who has ever struggled with SEXUAL SIN or not feeling LOVED BY GOD ... this book offers HONESTY and HOPE.
By PhiLL Drake
I am a former pastor who now works as a lifecoach and recovery guide for couples and individuals dealing with marriage problems and various addictions.Through the years I have read many books on sexual addiction and spiritual growth. This book is the BESTof both worlds. It clearly describes the real struggles that many men face without becoming too graphic, too technical, too preachy, or too cliche. It is easy to read (but it is NOT easy-reading) It is fiercely honest, heart-breaking but hopeful; challenging yet practical. I would call this book a MUST-READ for anyone who struggles in this area ( as well as anyone who wants to understand and help peole with sexual addictions.) Every pastor and marriage counselor in the country should read this book. Every married couple should.

0 of 0 people found the following review helpful.
Great book!
By Robert Smothers
Snyder presents a great read that demonstrates that addiction to porn, something that seems innocuous in today's world, can steal away everything you hold dear. The author uses anecdotes from his time in a men's recovery group and flawlessly integrates them with moments in the Bible. He does this without being at all "preachy". Whether you struggle with some kind of sexual addiction or feel like you have no problems in this controversial area, I highly recommend "Cross Road". It's truly a fascinating and emotional book.

0 of 0 people found the following review helpful.
Must Read !
By Dale C
If you struggle with sexual Integrity then this is a must read. It’s a Christ-centered guide to redemption and restoration. Using Scripture and short-stories of men he’s walked with, Snyder will take you through the insanity of sexual addition to the model of a renewed and sober life that God intends for you. This is a true example of how iron sharpens iron.

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[G429.Ebook] Download PDF Art of Achievement: Mastering the 7 C's of Success in Business and Life, by Tom Morris

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It will have no doubt when you are going to choose this publication. This inspiring Art Of Achievement: Mastering The 7 C's Of Success In Business And Life, By Tom Morris publication can be read entirely in certain time depending upon how commonly you open and read them. One to bear in mind is that every book has their own production to get by each visitor. So, be the great visitor and also be a much better person after reviewing this book Art Of Achievement: Mastering The 7 C's Of Success In Business And Life, By Tom Morris

Highlighted by words of wisdom from Plato, Einstein, Churchill, and other great thinkers, this practical guide to success in all areas of life's endeavors explains how to map out new paths to greater efficiency, deeper satisfaction, and better health with the help of such tools as Conception, Consis

• Sales Rank: #844594 in Books
• Brand: Brand: Andrews McMeel Publishing, LLC
• Published on: 2002-04-01
• Released on: 2002-04-01
• Original language: English
• Number of items: 1
• Dimensions: 9.20" h x .90" w x 6.20" l, 1.03 pounds
• Binding: Hardcover
• 208 pages

Features

• Used Book in Good Condition

About the Author
Tom Morris has become one of the most active business speakers in America with clients that include General Motors, Merrill Lynch, IBM, the U.S. Air Force, MBNA Bank, and International Paper. He has published 12 books, including "If Aristotle Ran General Motors, True Success," and "Philosophy for Dummies." A former professor of philosophy at the University of Notre Dame, he is now Chairman of the Morris Institute for Human Values in Wilmington, N.C.

Most helpful customer reviews

13 of 13 people found the following review helpful.
Wise, Very Wise --- Best Tom Morris Book So Far
By Greg Feirman
Tom Morris's "The Art of Achievement: Mastering the 7 Cs of Success in Business and Life" is a superb book. The book is very concise, about 195 pages including the Preface and Introduction, but it is absolutely brimming with insights into what it takes to achieve big goals and, more generally, fulfillment in life as a whole.
The book is structured around 7 conditions that Morris sees as helpful to the achievement of any goal one might set for himself. These 7 conditions are a Clear Conception, Confidence, Concentrated Effort, Consistency, Commitment, Character and the Capacity to Enjoy the process. Each part of the book fleshes out exactly what each of these conditions entails. Here are some of my favorite quotes. From the section on a Clear Conception, "Our choices are always broader than our past. The best adventures in life need to be chosen, not from a predetermined menu based on what we've done already, but rather out of our deepest sense of who we are and how we can contribute to the world" (pg 31). On Confidence, a quote from La Rochefoucauld, "There is a form of eminence that does not depend on fate; it is an air that sets us apart and seems to portend great things; it is the value that we unconsciously attach to ourselves; it is the quality that wins us the deference of others; more than birth, position, or ability, it gives us ascendance" (pg 41). On Character, "Aristotle stressed that human beings are always in a state of becoming. What we are becoming is determined largely by what we are doing day after day" (pg 152). And a few pages later, from Iris Murdoch, "But if we consider what the work of attention is like, how continously it goes on, and how imperceptibly it builds up structures of value round about us, we shall not be surprised that at crucial moments of choice most of the business of choosing is already past...... The moral life, on this view, is something that goes on continually...." (pg 154). On the Capacity to Enjoy the process, "Love is always connected to learning. All of us can look back on the times in our lives where we have had the most intense enjoyment and see that they were times of great learning - learning a new sport, a new job, learning about a new person, or learning new things about a person already clsoe to us. Love and learning go together" (pg 166).
This is a truly profound meditation on how the world works and what it takes to achieve true sucess in any endeavor. It's the kind of book I will come back to when I have questions about what I need to do to achieve a goal I have set for myself. ... Read this book!...

6 of 6 people found the following review helpful.
The best "how-to" book I've read on achievement
By Dittohd
This is a really great book on the building blocks and requirements for attaining fulfilling achievement. I think one of the best parts of this book for me was the author's classification of achievement as an art. This softened the definition of achievement for me and liberated the concept from my perception as a cold, money-producing necessity to something beautiful, fulfilling, exciting and worthy of creation. Everyone is different, of course, and how we do things is always different from how others do things, even when we seemingly are doing the same thing. We all put our personalities into everything we do. That combined with our ability to choose how we use our unique, God-given abilities to create achievement art that will help both ourselves and others, makes fulfilling achievement very worth creating.

Tom Morris, according to the book, was a very popular philosophy professor at the University of Notre Dame. I don't doubt it. He breaks the art of achievement into seven c's and fully explains them all. He explains his thoughts, backs them up with further explanations, discusses them, tells of real-life examples, and further peppers the pages with quotes from past philosophers that support his assertions and conclusions. One thing he doesn't do is preach to you what he feels he knows is right and then expect you to automatically take his word for it as many persons do. I hate it when I run into that type of attitude. Tom Morris' tone is friendly and in addition to teaching, he convinces you throughout.

I would recommend this book to anyone who is stuck in a rut and feels that they're not achieving to their full potential, for whatever reason. He covers so much territory within each of his seven c's and in each of their supporting discussions that I think there is a lot in here for just about anyone in this predicament.

My only warning about this book: His politically correct college experience is no doubt responsible for the need he apparently felt to be conspicuously inclusive of both sexes in his examples throughout the book. He switches back and forth from the use of "he" and "him" to "she" and "her" in his examples and each time he did I found it very distracting from the discussion. Very annoying, but this is just a heads-up. Otherwise, the book is top notch and if you buy it, I'm betting you'll be glad you did.

7 of 8 people found the following review helpful.
A True Success Book At Last!
By Kerry Colling
I am sorely disappointed that many of the major bookstores are not carrying The Art of Achievement.
It should be proudly displayed on the New Book stand in all its glory!
I've read other "success" oriented books and I can honestly say that Tom Morris latest book carries a depth far surpassing the majority. Although the subtitle "Mastering the 7 Cs of Success in Business and Life" may sound typical and perhaps a bit trite the vast amount of wisdom, insight, spirit and inspiration within these pages brings one to a point of realization, comfort and hope other pop books on success simply cannot touch!
If you have not been able to win friends and influence people. If your cheese has been moved and eaten up. If your prayer of Jabez is left unanswered it's time you to learn how to master the 7 c's of success!
-Kerry

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[X746.Ebook] Download Ebook Charging the Internal Combustion Engine (Powertrain), by Hermann Hiereth, Peter Prenninger

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This book covers all aspects of supercharging internal combustion engines. It details charging systems and components, the theoretical basic relations between engines and charging systems, as well as layout and evaluation criteria for best interaction. Coverage also describes recent experiences in design and development of supercharging systems, improved graphical presentations, and most advanced calculation and simulation tools.

• Sales Rank: #11387466 in Books
• Published on: 2010-08-03
• Original language: English
• Number of items: 1
• Dimensions: 10.63" h x .65" w x 7.60" l, .0 pounds
• Binding: Paperback
• 268 pages

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0 of 2 people found the following review helpful.
Combustion Engine
By Natale A. Fruci
Bought for my grandson who is working on his old car, rebuilding engine and other significant parts. I can not evaluate this book.

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[W492.Ebook] Fee Download The Most Dangerous Game: Simplified for Modern Readers (Accelerated Reader Quiz # 8634), by Richard Connell

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“The Most Dangerous Game” (1924) is the Richard Connell short story that continues to fascinate readers.
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-End notes, interpretation, and discussion of major themes follow the text.
-Biographical information on Richard Connell is included.
-AR Quiz No. 8634 EN Fiction Upper Grades - BL: 5.3 - AR Pts: 1.0.
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For other short stories in easy to understand modern English search the web for “George Lakon.”

• Sales Rank: #610702 in eBooks
• Published on: 2013-01-10
• Released on: 2013-01-10
• Format: Kindle eBook

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0 of 0 people found the following review helpful.
Background-Zodiac Murders
By michelle
I bought this because it was one of the things Zodiac referred to in one of his letters to the San Francisco Chronicle...so I had to read it. It is a short story and I liked it. I wanted it to go on and not end. Short stories always end like the writer had to pee really bad so they finished it abruptly. But it was very good.

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For 30 years, the highly regarded Secrets Series� has provided students and practitioners in all areas of health care with concise, focused, and engaging resources for quick reference and exam review. Radiology Secrets Plus, 4th Edition, by Drs. Drew Torigian and Parvati Ramchandani, features the Secrets’ popular question-and-answer format that also includes lists, tables, and an informal tone – making reference and review quick, easy, and enjoyable.

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• Sales Rank: #542167 in Books
• Published on: 2016-08-30
• Original language: English
• Dimensions: 10.20" h x 1.40" w x 7.20" l, .0 pounds
• Binding: Paperback
• 936 pages

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[I857.Ebook] Get Free Ebook The Art of Software Support, by Francoise Tourniaire, Richard Farrell

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Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your organization. Considers the role of outsourcing. Discusses how to manage support people -- and manage the resolution of software bugs. Compares tools for software support. Shows how to involve the support organization in new product planning, training and testing. Includes sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. Managers, executives and support engineers involved in software support.

• Sales Rank: #1745283 in Books
• Published on: 1996-11-08
• Format: Facsimile
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .90" w x 6.90" l, 1.27 pounds
• Binding: Paperback
• 352 pages

From the Publisher
The practical, end-to-end guide to designing and operating help desks and software support centers. This book compiles detailed, practical recommendations for structuring and operating a support organization. It will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Learn all the major principles of designing a customer-focused support operation. There is comprehensive coverage of call management models and implementation, and techniques for measuring support center performance. Readers learn how to develop the right support structure and support programs for their organization, and when and whether to outsource. The book includes an insightful discussion of how to manage technical support staff effectively. Other topics include: how to manage the resolution of software bugs, compare tools for software support, and involve users in the development process. The book includes a sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. For managers, executives and support engineers involved in software support.

From the Inside Flap
PREFACE AND ACKNOWLEDGEMENTS

This is a book about the design and operation of software support centers and help desks. It is a book primarily for managers, but also for executives and support engineers who are involved in the world of software support. In it we take you through the important areas of concern that every support operation must address. We cover the major principles of designing a customer-focused support operation to help you put your customers first as the cornerstone of your strategy for business success. Throughout the book we offer detailed, practical prescriptions and recommendations for structuring and operating a Support organization that can be used either to help you build one from scratch or to help you improve an already existing one.
As an executive, you will gain the background you need to make the solidly informed decisions on proposals brought to you by support managers. As a support engineer, you will gain a window on the larger world in which you work and see what lies in store if you choose to move into management as a career.
In writing this book we had help from many people. We are grateful to them beyond what our words can tell.

Our thinking on management has been greatly influenced by Fernando Flores of Business Design Associates. From Ken Williams at Intel and, later, Ingres we learned much about the art of people management. Barry Shamis contributed his expertise in that most important of management skills, recruiting. Sue Shields shared with us the fundamentals of world-class support as practiced by Hewlett-Packard. We benefited from many conversations on customer service with Ron Kaufman.
Our colleagues and associates at ASK and at Sybase provided much of our learning. They gamely accepted our experiments and questions and always generated more.
David Aune, Chris Davis, Chris Doell, Richard McIntosh, Roy Moore, and Darcy Van Vuren reviewed the manuscript, pointing out errors and contributing their experiences and insights where ours was lacking. Special thanks to Richard and Roy who went through the entire book and, especially, to David whose detailed suggestions contributed much to its final content. Sumi Sohari and Rafael Coto of Action Technologies, Inc. assisted us with the Basic Action Workflow Process Builder software used for the Basic Action Workflow mapping in Chapter 2.
Many thanks to Bill Rose, the ultimate and tireless advocate of software support as a profession, with whom we consulted when first starting out to redesign support at Ingres and from whom we first heard the richly descriptive phrase for the start of every day in the support business . . . “It begins.”
We thank also Sandy Emerson of Sybase Press who encouraged us in this endeavor and helped us find our publisher.
Mark Taub, our editor at Prentice Hall, took a chance on two unproven authors. We are grateful for his trust and his straightforwardness in working with us.
Our warm thanks to Eileen Clark who patiently and thoroughly reviewed our manuscript and turned it into a book.
Oakland, California FRANCOISE TOURNIAIRE
November 1996 RICHARD FARRELL
www.supportline.com

From the Back Cover

56945-9

The first complete, real-world guide to building and running help desks and software support centers.

Quality software support is now a fundamental differentiator in satisfying both your external and internal customers. And in today's high-pressure, heterogeneous computing environments, it's more difficult to deliver quality support than ever before.

The Art of Software Support' gives you proven, best-in-class integrated tools and techniques for structuring and operating a customer-focused support organization—and for overcoming the crisis mentality that's so common in support organizations. Whether you're starting a software support or help desk organization, or seeking to improve the one you already have, you'll find invaluable guidance on:

• Choosing and implementing the call management model that's right for your organization.
• Selecting tools—including phone systems, fax systems, knowledge bases, customer tracking applications, and other software.
• Measuring support center performance.
• Packaging support programs that can make your organization a profit center.

Learn when to outsource—and when not to. And discover practical, easy-to-implement ideas for every stage of the software lifecycle, from new product planning and testing, to managing software bugs and fixes. The Art of Software Support also gives you time-and-money-saving tools you can use right now, including:

• A sample user's guide.
• Call resolution checklists.
• Worksheets for determining staffing levels and justifying budgets.

Perhaps most important, The Art of Software Support offers practical help with the tough challenge of supervising support people. You'll learn how to determine staffing levels, hire the right people—and keep them, even in difficult times.

Whether you manage software support, or you're a support engineer working “in the trenches,” The Art of Software Support will dramatically enhance your effectiveness.

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21 of 21 people found the following review helpful.
Loaded with info but makes a few incorrect assumptions
By James Mohr
Tourniaire and Farrell do an **excellent** job of discussing the various aspects of software support. However, they make many assumptions that every company functions the exact same way. Coming from the support department of a major software vendor, most of what they talk about is geared to that business. Therefore, a great deal of what they say does not apply to internal help desks.
Having both been on the phones and managed software hotlines **and** internal help desks for the past 15 years, I know there is no one way to run a hotline/help desk that applies in every case. You need to take the information they provide and weigh it against your own experiences and the way your company works in order to get the best out of the book. However, the book does address the pros and cons of various approaches which is more than many other books do.
What is missing is a more detailed treatment of call management (the actual work on the phone) and not problem management (the handling of the customer's problem). Therefore, check out Call Center Management on Fast Forward, by Brad Cleveland.
If the book had been more open to the possibility that not all companies are the same, I would have given it the full five stars. However, this is still one of the very best books on the market and I would still recommend this book highly.

16 of 16 people found the following review helpful.
Great for Call Centers and Internal IT Tier-2
By Linda Zarate
This book is aimed at software product support specialists working for software vendors, but is also applicable to internal IT tier-2 support specialists (application support analysts). Some of the information contained in this book will give internal IT help desks ideas on customer satisfaction, support models and help desk management. However, this is not the book's primary audience.
My review is from the viewpoint of an IT service delivery specialist. Product support specialists will have a different, but loosely related, set of requirements.
The theme of this book is achieving customer satisfaction. This surfaces early in the book and recurs throughout. Since customer satisfaction is the foundation of support, regardless of from whom of where it is delivered, I found this to be one of the highlights of the book.
Call management models outlined by the authors were valuable to me, and I found myself writing notes in the margins and highlighting paragraphs. I skimmed call management implementation because it is outside of the scope of my speciality, but did note that this information would be of interest by anyone who is setting up an internal IT help desk. It goes without saying that this material will be of keen interest to product support organizations that are setting up a call center. One nice touch here is the advice on disaster recovery planning - this is too often overlooked by all organizations and showed the attention to detail that the authors gave when writing this book.
The discussions on packaging support programs and product call center support organizations gave me insights into the challenges faced by software vendors. These insights have armed me with information from which to craft an approach to effectively deal with vendors who are typically at tier-3 from an internal IT point of view. Another section that I found particularly useful covered managing software bugs and code fixes. This material is directly applicable to internal IT tier-2 support, regardless of whether they are dealing with internal developers or outside vendors. There are some gaps here, though. For example, I would have liked a discussion on configuration control boards, prioritization of fixes and enhancements, and configuration and change management. These subjects are important to software vendor product support organizations and internal IT tier-2 folks.
This book also provides sound advice on selecting, justifying and implementing call center tools. Some of these tools are specific to product support call centers (and to an extent, internal IT help desks), such as phone systems and knowledge bases. Other tools, such as bug tracking and problem reproduction environments, are useful to IT tier-2 specialists as they are to call centers.
I found some of the appendices to be especially valuable: Appendix C, determining staff levels, and D, creating and justifying a support center budget, were excellent reading that added to my own professional knowledge.
Overall this is a valuable book that has multiple audiences. Aside from the gaps I mentioned above, I think this book needs to be updated to reflect the growing requirement for e-support. While I was tempted to give 4 stars based on the noted shortcomings, this book is so thorough and rich with ideas and advice that it deserves 5 stars. I only hope that the authors update this book with a second edition that addresses current realities of software support.

23 of 25 people found the following review helpful.
Fantastic source of guidance for providing software support.
By A Customer
I'm am (slowly) reading this tremendous wealth of information in order to ponder and absorb as much as possible. So far, it's been like gold to me.
I manage a support organization for a US$40M/yr engineering software company and the advice and guidance found in this book is extremely practical and applicable to what I do every day. It's been helpful in the way it presents several options and objectively weighs the PROs and CONs of each. This has provided a good "sanity check" to confirm that many of my initiatives to-date are sound. It has also suggested practices I had not previously considered, but which make so much sense now that I've read and thought about them. I have already started to implement several such practices to improve my support organization and my staff is ecstatic. Finally, there are some useful tidbits that I cannot act on at this time, but which I will come back to later as we continue to grow and expand our business. I am sure to refer back to this insightful and well-written piece over and over again in the months and years to come.
If you manage or direct a software support group, this book will help you put in place the processes you need to provide effective and cost-efficient customer support. And if you help staff a support group, this book will get you noticed by giving you a lot of great ideas to propose to the boss and perhaps make that move to the next level along your career growth path.
I would definitely buy this book again and highly recommend it.

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