[Q672.Ebook] PDF Ebook Synchronicity Trilogy Omnibus, by Michael McCloskey

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The same story told three times from three radically different points of view: characters in the Western world, the Chinese bloc... and the mysterious Spinners. The tale doesn't read the same each time, and there's plenty of new discoveries along the way to keep it interesting for the second and third points of view.

The setting: circa 2077, several giant corporations have moved into space to avoid oppressive governments owned by the competition. The Western world is in loose alliance, led by the United States, Brazil, and the European Union. Opposing them for world domination is the Chinese bloc, with a sphere of influence that spans the Eastern world, including what was once Japan. If you don't work for a big company or government, then you're one of billions living at subsistence level with little hope for a better future. But the resources to support an aging Earth will come from the rest of the solar system, where governments and companies are reaching out to seize the new frontier and control the new world order.

• Sales Rank: #784035 in eBooks
• Published on: 2013-04-12
• Released on: 2013-04-12
• Format: Kindle eBook

From the Author
Contains the complete Synchronicity Trilogy: Insidious, Industrious, and Ingenious. The 189,000 word series is a mixture of military science fiction, intrigue, and high tech adventure. The Synchronicity Trilogy is a concurrent trilogy, not a sequential one. The events shown in all three books occur at the same time, telling a story from three radically different points of view, each of which offers new information not seen in previous books.

About the Author
Michael McCloskey is a software engineer in Silicon Valley afflicted with recurring dreams of otherworldly creatures, mysterious alien planets and fantastic adventures.

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2 of 2 people found the following review helpful.
Good story could have liked to have bit more involvement with the characteres, but they work well in this plot.
By J.L. D.
Series: Synchronicity Trilogy, Omnibus (1-3) By Michael McCloskey

I wasn't certain how I would react to reading the same story three times. Thankfully it didn't feel so much like that. There was some overlap but since this written from West World block POV and East World block POV and then Alien POV it worked out quite well.

I think that internally the story stays true to the science presented and as has been pointed out there is a expectation of suspension of disbelief in some parts. But this is science fiction and most of that does expect some suspension of disbelief.

It was a bit difficult to find any single character or set of characters to empathize with or root for and I think that it falls back to part of what the story is all about. What each story has in common is that the people we meet are all living on the edge and in many cases dealing with things that leave them in danger most of the time.

There are the corporate espionage people and the UN police force and the Chinese special forces and then the aliens who seem to be game players who have lived on the virtual edge for so long they are having trouble dealing with reality and have only a marginal understanding of the dangers of living on the edge in reality.

Then there is the ultra intelligent AI's that they all deal with which are the most dangerous feature of their daily lives. They are also the best tools for the needs of each group so that that temptation will always be there even though they know that it could lead to something worse than skynet form Terminator.

The aliens represent a cybernetic human/machine hybrid and are far advanced in many ways and become the target of the greed of all these people.

There are a good share of ethical questions brought into the story with slavery and forced labor and the use of virtual worlds and mind control and then there's the aliens.

Although it could be argued that some of the situations seem too far out, the real point of the story is how each group of people are reacting to what is happening in this particular what if situation. The pace is good the writing might need a bit of polish; but overall it has to be pretty good, because I read all three straight through hanging on to see what happens next.

It has an interesting end.

Great SFF for those not too keen for the Simon Pure type and who like to do a bit of thinking about how they would react to these things.

I definitely would like to know what happens next in this strange universe.

J.L. Dobias

3 of 4 people found the following review helpful.
Fascinating and well-written
By Glenn Nelson
This trilogy has a fascinating (yet to my mind absurd) premise; never mind, it's fiction. Each book in the trilogy covers the same events from three different points of view; but these are not first person viewpoints, rather one is the western bloc viewpoint (with a few key characters), the second is the eastern bloc (again a few key characters), the third is the alien perspective. Sometimes the author even repeats conversations, just so we know exactly where we are in each of the respective books.

I only gave it 4-stars because I was disenchanted with alien view - their alternate realities were too hard to follow, and in any case I thought that part of it was absurd. I also thought that the idea that these computer systems could so quickly comprehend and suborn other systems was far-fetched - but again, it's fiction.

1 of 1 people found the following review helpful.
Fascinating
By Amazon Customer
Straight up, I loved this series. Three books, each one telling the same story, but from a different character's perspective. Nothing will make a ton of sense until you hit book 3. Then the pieces all fall into place and you lose your freakin mind.
The human race losing its free will to artificial intelligence is so common in sci-fi that it may as well be a trope. This makes what McCloskey has done all the more courageous. He dares to ask, "would that really be so bad?"

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[L740.Ebook] PDF Download International Financial Statistics Yearbook: 2013From International Monetary Fund

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This annual publication, International Financial Statistics Yearbook, contains detailed statistics on all aspects of international and domestic finance. "The IFS Yearbook contains available annual data covering 12 years for countries appearing in the monthly issues of "International Financial Statistics" (IFS). Additional time series in country tables and some additional tables of area and world aggregates are included in the Yearbook. "The IFS Country Notes" presents, in two sections, brief information on the IFS data. "Country Notes" is designed to be a companion volume to each version of IFS: the monthly print edition, the Yearbook, the CD-ROM, and the online service. The complete set of updated "Country Notes" is accessible from the IFS Online service Internet site, and appears on the CD-ROM edition of "IFS." These notes are updated on a monthly basis.

• Sales Rank: #3987816 in Books
• Published on: 2013-12-01
• Original language: English
• Number of items: 1
• Dimensions: 11.08" h x 1.51" w x 8.47" l, .0 pounds
• Binding: Paperback
• 2 pages

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[P434.Ebook] Free Ebook Lectures on Ethics (The Cambridge Edition of the Works of Immanuel Kant), by Immanuel Kant

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This volume contains four versions of the lecture notes taken by Kant's students of his university courses in ethics given regularly over a period of some thirty years. The notes are very complete and expound not only Kant's views on ethics but many of his opinions on life and human nature. Much of this material has never before been translated into English. As with other volumes in the series, there are copious linguistic and explanatory notes and a glossary of key terms.

• Sales Rank: #1361499 in Books
• Brand: Brand: Cambridge University Press
• Published on: 2001-03-19
• Original language: German
• Number of items: 1
• Dimensions: 8.98" h x 1.10" w x 5.98" l, 1.65 pounds
• Binding: Paperback
• 540 pages

Features

• Used Book in Good Condition

Review
"A very useful supplement of Kant's published writings in ethics." G. Zoeller, Choice

"...an important service to English-speaking scholars interested in Kant's moral philosophy. ...a most welcome volume." Review of Metaphysics

Language Notes
Text: English (translation)
Original Language: German

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0 of 0 people found the following review helpful.
This is a great book on Kant's deontological ethics
By JR
This is a great book on Kant's deontological ethics; it is sectioned by topic thus making it an easy read and a book in which you don't have to read from start to finish, in order; one can pick subjects and dive on into Kant's ethics.

0 of 0 people found the following review helpful.
it's nice to have an affordable version of this important text
By Lo Kl
Even if the translation leaves something to be desired, it's nice to have an affordable version of this important text. Thanks, Hackett!

0 of 0 people found the following review helpful.
KANT’S “PRE-CRITICAL” LECTURES TO STUDENTS ON VARIOUS ETHICAL SUBJECTS
By Steven H Propp
Immanuel Kant (1724-1804) was a German philosopher who is perhaps the founder of "modern" philosophy, with his focus on epistemology (theory of knowledge); he wrote many books, such as Critique of Pure Reason, Critique of Practical Reason, Critique of Judgement, Prolegomena to Any Future Metaphysics, Religion Within the Limits of Reason Alone, On History, Observations on the Feeling of the Beautiful and Sublime, etc.

These lectures---delivered probably in the 1775-1780 period, before he published the Critique of Pure Reason in 1781---are based on the notes taken by his students.

He states in the first lecture, “Philosophy is either theoretical or practical. The one concerns itself with knowledge, the other with the conduct of beings possessed of a free will. The one has Theory, the other Practice for its object---and it is the object which differentiates them. There is another distinction of philosophy into speculative and practical… the difference is not one of form, but of the object… The object of practical philosophy is conduct; that of theoretical cognition. Practical philosophy… is thus the philosophy which provides rules for the proper use of our freedom, irrespective of particular applications of it.” (Pg. 1-2)

He observes, “If… the reason why I ought not to lie were that God had forbidden it, because it pleased Him to do so, then it would follow that He might have refrained from forbidding it, had He so willed… I ought not to lie, not because God has forbidden it, but because lying is evil in itself. All morality rests on this, that we do what we do on account of the inner character of the act itself. Consequently what gives rise to morality is not the act, but the disposition from which its performance springs.” (Pg. 22)

He suggests, “To honour God is to obey His commandments with a willing heart, not to sing songs of praises to Him. An upright man who strives from an inner impulse to give expression to the moral law on account of the inner goodness of such action, who keeps God’s commandments with a willing heart, such a one honours God.” (Pg. 41)

He states, “It is not happiness, therefore, which is the chief ground of impulse to all duties; and accordingly, to try to make another happy against his will is to do him wrong. It is an act of violence to force another to be happy in one’s own way, though that is a pretext used, for example, by the upper classes in their dealings with their dependents.” (Pg. 51)

He argues, “The outstanding characteristic of natural religion is its simplicity. Its theology is such that the least intelligent among us can grasp it as completely as the most thoughtful and speculative… Religion and morality must go hand in hand. The philosophers of old did not appreciate this… The basis of religion must, therefore, be morality.” (Pg. 81) He adds, “Religion stands in no need of any speculative study of God.” (Pg. 82) And “Our entire conduct is religious if every one of our activities is accompanied by religion. Inner religion thus constitutes the whole of religion.” (Pg. 82)

He observes, “prayers are not to be regarded as a special way of serving God, but only as a means of awakening within us the spirit of devotion. We do not serve God with words, ceremonies and gestures; we serve Him only by actions which reflect our devotion to Him. Prayer trains us to act aright… We must divest it of all practical goodness to arrive at the purest concept of prayer, which is then seen to be good as a means. If, then, prayer has no higher value than that of a means to an end, it cannot be regarded as a peculiar service of God and intrinsically good.” (Pg. 100-101)

He says, “God has placed us on the stage of this world, provided us with all the materials for our welfare and with freedom to use them as we please, and everything depends on how men divide these benefits among themselves. Of this task men doubtless make a sorry mess. Let us then accept the benefits of life as we have received them, let us be satisfied with God’s universal wisdom and care and not allow misery and misfortune to weigh upon us.” (Pg. 145-146)

He explains, “Rights are determined in law. Now law indicates what actions are necessary from authority or compulsion, while ethics is concerned with actions necessitated by the inner obligation which springs from the rights of others in so far as they are not compulsory.” (Pg. 211)

He contends, “so far as animals are concerned, we have no direct duties. Animals are not self-conscious and are there merely as a means to an end. That end is man. We can ask, ‘Why do animals exist?’ But to ask, ‘Why does man exist?’ is a meaningless question. Our duties towards animals are merely indirect duties towards humanity.” (Pg. 239)

He concludes in the last lecture, “The ultimate destiny of the human race is the greatest moral perfection, provided that it is achieved through human freedom, whereby alone man is capable of the greatest happiness. God might have made men perfect and given to each his portion of happiness. But happiness would not then have been derived from the inner principle of the world, for the inner principle of the world is freedom.” (Pg. 252)

To those who know Kant primarily as a “heavyweight” philosophy of epistemology, these lectures may seem revelatory. They are certainly vastly illuminating for anyone studying Kant’s philosophy and its development.

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• Sales Rank: #692234 in Books
• Published on: 2014
• Number of items: 1
• Binding: Paperback
• 104 pages

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I love these books
By Carol Olson
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... then what was on the back of the book pretty disappointed. her instructions were not very good and ...
By jo
I paid more for it then what was on the back of the book
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0 of 0 people found the following review helpful.
Just a lovely quilting book to read and make nice quilts. Jenny makes the patterns so easy to ...
By Shirlee19@aol
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In Avatar: The Last Airbender, Sokka follows Suki as she gives a lesson in manners and encourages a young girl's strength. Itty Bitty Hellboy has fun toying with nemesis Rasputin, and the Juice Squeezers crew leap into action to defend one of their own against a persistent bully. Hilarity ensues!

• Sales Rank: #2696351 in Books
• Published on: 2014
• Binding: Comic

Most helpful customer reviews

0 of 0 people found the following review helpful.
Terrible animation for the avatar comic
By Rachel
Terrible animation for the avatar comic; which is the reason I bought this. Save your money and don't purchase this! Avatar story also too short.

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[C957.Ebook] Download Searching Issues: The Most Common Questions Encountered in the Search for Faith, by Nicky Gumbel

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In the course of our search for faith, certain issues can become an obstacle. Nicky Gumbel has spent many years listening to people and carefully talking through their questions. He has noticed that certain questions in particular come up time after time. In this succinct book, he takes those seven questions and gives a clear, direct and thoughtful response to each. 1. Has science disproved God? 2. Does religion do more harm than good? 3. Is faith irrational? 4. Why does God allow suffering? 5. What about other religions? 6. How does the New Age movement relate to Christianity? 7. Is the Trinity unbiblical, unbelievable and irrelevant? Having sold over 1 million copies, this classic book has been thoroughly revised to take account of recent developments in debates at all levels.

• Sales Rank: #371645 in Books
• Published on: 2011-01-01
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: .50" h x 5.00" w x 7.60" l, .30 pounds
• Binding: Paperback
• 128 pages

About the Author
Nicky Gumbel is Vicar of Holy Trinity Brompton, the largest Anglican church in Britain with a regular attendance of around 4,000 people. He is the pioneer of the Alpha course, a 15-session introduction to the Christian faith now running all over the world.

Most helpful customer reviews

3 of 3 people found the following review helpful.
Solid presentation of 7 tough objections
By Ian Acheson
Nicky Gumbel covers 7 "big" objections to the Christian faith in this little book. The 7 being:

- Suffering
- Other Religions
- Sex Before Marriage
- The New Age
- Homosexuality
- Science & Christianity
- The Trinity

I felt he covered some of the issues better than others. In particular, I enjoyed the chapters on "Science & Christianity" and "The New Age" giving me information I previously lacked.

Some of the chapters provided me with confidence that my own thinking on the matter was aligned, particularly "Sex before Marriage" and "Homosexuality".

And then there were a couple that I was a little disappointed in. In particular, "Suffering" I felt was written to a Christian audience rather than a non-believer. I don't think Gumbel addressed the issue of "why is suffering happening to me?" Yes, it may be the fact that someone is exercising their choose to be hurtful and cruel, so, for example, when crimes are committed against others. But I don't think he addressed the perspective of the person suffering. Yes, a crime was committed by why on them?

But a very useful small book that I expect I will refer to again on some of the matters covered.

Definitely worth a read.

Note: I read the 1998 edition so this 2011 updated version may have addressed some of my concerns.

0 of 0 people found the following review helpful.
An outstanding discussion of the most commonly asked questions of ...
By GeoGuy
An outstanding discussion of the most commonly asked questions of people exploring Christianity from the director of the London "Alpha Course" which covers the basics of Christianity. Over 27 million have taken the Alpha course worldwide, and the topics here have grown out of questions most guests ask on the Alpha course.

3 of 14 people found the following review helpful.
Poisonous book
By Tokyo Purplegirl
Whatever good you feel has been done by the Alpha course, Mr. Gumbel demonstrates in this book his poisonous homophobia. I was recommended this book in the mid-90s and was shocked to read it. I am afraid that people who have been inspired by Alpha will pick up this book and believe it is all right to be mean-spirited and prejudiced against people because of their sexual orientation, since that is what Mr. Gumbel expounds on here. Shame on him. This is not what the world needs.

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0132814749 / 9780132814744 Automotive Brake Systems

0132845261 / 9780132845267 NATEF Correlated Job Sheets for Automotive Brake Systems

• Sales Rank: #1835144 in Books
• Published on: 2013-03-09
• Original language: English
• Number of items: 1
• Dimensions: 10.90" h x 1.00" w x 8.30" l, 1.30 pounds
• Binding: Paperback

Most helpful customer reviews

0 of 0 people found the following review helpful.
This is the 6th edition Book and Job Sheet combo
By Amazon Customer
For anyone confused by Amazon saying this is the 1st edition, I was to. But after aome research, looked up ISBN #'s given. I was confident this was the 6th edition and decided to purchase it. Student account gave me the option of 1 Day free shipping. It arrived next day. If you need the 6th edition book and Job Sheets order this.

Pros - Saved me 25$ off school bookstore

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Haynes Manuals explains best: step-by-step procedures linked to hundreds of easy-to-follow photos; written from 'hands-on' experience....using common tools; quick and easy troubleshooting sections; detailed wiring diagrams; color spark plug diagnosis.

• Sales Rank: #409918 in Books
• Brand: Haynes
• Published on: 1989-07-30
• Original language: English
• Number of items: 1
• Dimensions: 10.63" h x .50" w x 8.25" l, .50 pounds
• Binding: Paperback
• 214 pages

Features

• HAYNES PUBLICATIONS INC. 80025 AUTO REPAIR
• 80025
• Contact us with any questions!

About the Author
Haynes offers the best coverage for cars, trucks, vans, SUVs and motorcycles on the market today. Each manual contains easy to follow step-by-step instructions linked to hundreds of photographs and illustrations. Included in every manual: troubleshooting section to help identify specific problems; tips that give valuable short cuts to make the job easier and eliminate the need for special tools; notes, cautions and warnings for the home mechanic; color spark plug diagnosis and an easy to use index.

Most helpful customer reviews

1 of 1 people found the following review helpful.
If you are looking for a good manual for the 914 I would suggest this
By ryan broussard
If you are looking for a good manual for the 914 I would suggest this. This came in handy more than a few times even with YouTube video's. Always having the information in front of me made for time saved instead of watching a video for something minor. This book saved me money in the long run helping me fix small problems that I may have otherwise paid someone to fix or even replaced with more expensive parts. The breakdowns in the book help to pin point things that I otherwise did not expect to look at.

0 of 0 people found the following review helpful.
Good content, hard to read
By P. Sanders
The content here is as expected, but I must admit I am disappointed. The images are hard to see and the paper (at least in the edition I received) is of low quality and almost translucent. This leads to text and imagery on the opposite page bleeding through. It makes for a less than optimal reading.

I don't mean to sound petty. I have a Haynes manual for another car that was printed a few years ago, and it is very readable. I did notice the new edition is printed on recycled paper, so that may be the change to which this should be attributed.

0 of 0 people found the following review helpful.
John Haynes 914 boxer
By Linda DAVIS
Happy with the condition and the price was a good investment.

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When a giant wave destroys his village, Mau is the only one left. Daphne—a traveler from the other side of the globe—is the sole survivor of a shipwreck. Separated by language and customs, the two are united by catastrophe. Slowly, they are joined by other refugees. And as they struggle to protect the small band, Mau and Daphne defy ancestral spirits, challenge death himself, and uncover a long-hidden secret that literally turns the world upside down.

• Sales Rank: #188392 in Books
• Brand: Pratchett, Terry
• Published on: 2009
• Released on: 2009-09-22
• Original language: English
• Number of items: 1
• Dimensions: 8.00" h x .86" w x 5.31" l, .66 pounds
• Binding: Paperback
• 384 pages

Features

• HarperCollins Publishers

From School Library Journal
Starred Review. Grade 7–10—In this first novel for young people set outside of Discworld, Pratchett again shows his humor and humanity. Worlds are destroyed and cultures collide when a tsunami hits islands in a vast ocean much like the Pacific. Mau, a boy on his way back home from his initiation period and ready for the ritual that will make him a man, is the only one of his people, the Nation, to survive. Ermintrude, a girl from somewhere like Britain in a time like the 19th century, is on her way to meet her father, the governor of the Mothering Sunday islands. She is the sole survivor of her ship (or so she thinks), which is wrecked on Mau's island. She reinvents herself as Daphne, and uses her wits and practical sense to help the straggling refugees from nearby islands who start arriving. When raiders land on the island, they are led by a mutineer from the wrecked ship, and Mau must use all of his ingenuity to outsmart him. Then, just as readers are settling in to thinking that all will be well in the new world that Daphne and Mau are helping to build, Pratchett turns the story on its head. The main characters are engaging and interesting, and are the perfect medium for the author's sly humor. Daphne is a close literary cousin of Tiffany Aching in her common sense and keen intelligence wedded to courage. A rich and thought-provoking read.—Sue Giffard, Ethical Culture Fieldston School, New York City
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

From Bookmarks Magazine
Critics praised Nation as a hybrid, deeply philosophical book aimed at young adults, but one likely to appeal to adults as well, much like Philip Pullman’s His Dark Materials trilogy or J. K. Rowling’s Harry Potter series. With echoes of William Defoe and William Golding, Nation takes the form of a “classic Robinsonade,” notes the Washington Post—that is, a book in which characters on a desert island recreate civilization. As his characters grapple with questions of leadership, humanity, and survival, Pratchett explores fundamental ideas about religion and culture. This might all sound rather heavy, but there is plenty of originality and humor—and cannibals, spirits, and secret treasures—to go around. In the end, Pratchett offers a vision of a deeply humane world. “In some part of the multiverse there is probably a civilisation based on the thinking of Terry Pratchett,” writes the Guardian, “and what a civilised civilisation that will be.”Copyright 2008 Bookmarks Publishing LLC

From Booklist
*Starred Review* What qualities ensure the continued existence of a nation? This thoughtful survival story examines the concepts that create a civilization’s collective consciousness, pitting science against superstition as survivors of a massive tsunami struggle to forge a new culture on a tiny tropical isle. Thirteen-year-old Mau, the sole native survivor of a small island “somewhere in the South Pelagic Ocean,” and Daphne, a shipwrecked successor to the British throne, unite in a shared duty to build a community of survivors. Briggs’ eloquent reading, with perfectly balanced expression, begins with restrained tones that intensify listeners’ engagement. As the story reaches a climax, his reading reflects a controlled cathartic emotion. The motley castaways are rendered with vocal interpretations that range from absurdly eccentric to sensibly stiff upper lip. Briggs’ long association with Pratchett’s works, from scripting stage adaptations to narrating previous titles on audio, is evident as he infuses his speech with the rhythm of the author’s wry British wit, shifting from laugh-out-loud humor to pure sentiment with complete unaffectedness. Reading in a mellow British accent and lowering and raising tones to differentiate genders, Briggs expands the audience of this book (a Booklist Editors’ Choice, 2008, selection), which draws comparisons to Lord of the Flies and Robinson Crusoe. Grades 7-11. --Mary Burkey

Most helpful customer reviews

1 of 1 people found the following review helpful.
One of the very best
By karissima
Nation is one of the finest books ever written for young readers. It may be Pratchett's masterpiece.

What sets this apart from other good reads is the sophisticated way the characters grapple with nationhood, empire, religion, culture, and personal responsibility. They are forced to consider such issues critically, raising questions about the kind of orthodoxies for which people go to war and conquer empires. Yet, like all Pratchett's books, it raises such serious issues while being at times laugh-out-loud funny.

And like all the best children's literature, Nation simultaneously entertains both child and adult readers. In my recent experience of reading it with a seven-year-old and a twelve-year-old, we were all engaged by the story despite our very different levels of understanding, experience, and sophistication.

Nation has lovingly drawn and lovable characters as well as villains who are all too real. There is plenty of adventure to keep the pages turning and the children asking for more.

The main characters—the boy Mau and the girl Daphne—are heroic in their way but fully human, on the cusp of adulthood and faced with the kinds of problems that adults struggle with. Everything resolves into a happy ending, but not AT ALL of the Disney happily-ever-after variety. Still, I teared up as I read the final pages.

0 of 0 people found the following review helpful.
Terry called it his Favorite Book
By skye mccloud
While i still would have an Impossible time choosing just One (Equal Rites? Guards Guards? The Truth? Good Omens? ...) i have to admit that Nation is without a doubt some of his most Amazing Writing...but in the End...i Worship Terry Pratchett for the way he makes me Laugh...Bless His Insights into Life & Humanity...But i Bow to those who Ignite my Laughter

0 of 0 people found the following review helpful.
Timely, thoughtful, compelling, and funny
By 3tabbies
Lately, TP's young adult books have been stronger than his adult books. I was fairly certain I wouldn't like this one, though, being both non-Discworld and about a couple of kids on an island. I had visions of Blue Lagoon Meets Lord of the Flies. I should have had more faith in TP. This may be one of his best books, period.

Set on a slightly-alternate Earth, the plot may have sounded convoluted a few years ago--giant wave comes along and destroys everyone and everything in its path. But the 2004 tsunami lent a heart-breaking credibility to it. The characters could have easily been cookie-cutter one dimensional types beholden to the plot; instead, they are all complex, genuine people--some likeable, some not, but all entirely believable.

TP, as usual, handles big issues--religion, growing up, "destiny"--with a deft touch. He sees all sides, and gives them all a fair shake. I would happily recommend this book to readers of all ages, all beliefs, and all backgrounds. Everyone will recognize a bit of themselves here.

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[Z825.Ebook] Download PDF Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition), by Brad Cleveland

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The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

• Sales Rank: #598224 in Books
• Published on: 2006-11-15
• Released on: 2006-11-15
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 1.12" h x 6.06" w x 8.70" l, 1.57 pounds
• Binding: Paperback
• 440 pages

From the Publisher
Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.

From the Author
The first edition of Call Center Management on Fast Forward was introduced in 1997. Sales soon surpassed our highest expectations, and we were excited and amazed to see the book reach so many corners of the world. It quickly became evident that it was benefiting from a much larger trend, as organizations everywhere were building their customer contact services and reaching out for management practices that could help. While we made small revisions along the way, we decided that nine years and 18 printings later, it was high time for a major revision.

As I worked on this new edition, two seemingly contradictory observations kept coming to mind. One is how much the call center environment has changed in the past decade. No surprise there, I'm sure. Management practices, processes, technologies, customer expectations and even (or especially) the call center's role in the organization have all substantially evolved. But the other thought that I couldn't shake was how little things had changed. After all, the fundamental principles of good management still apply -- they always will.

So... which view was more correct? There were urgent and practical implications to finding the right answer -- after all, I was supposed to be working on an update. And yet, chapter after chapter -- especially in the early weeks of the project -- I found myself staring at a cursor blinking over text I was loath to change.

Then it hit me... both views are correct! The bedrock principles and fundamentals will always be with us -- and understanding and applying them leads to new discoveries and opens new frontiers. I pondered other examples. A talented artist with a solid understanding of color, texture, depth and design can create beautiful new paintings that challenge conventional practices. An ever-deeper grasp of the fundamentals of flight has enabled engineers to move us beyond biplanes and into the space age. Exciting new discoveries in medicine are based largely on what has come before.

With this liberating revelation, I was off to the races. Rather than tamper with what didn't need changing, the challenge became one of filling in gaps, adding where necessary and rounding out the story. In the process, I became more and more excited about the important role customer contact services play in today's economy, and how much more they will change in coming years.

So, what's different about this new edition? There are all-new chapters -- on building a customer access strategy (Chapter 2), establishing performance objectives (Chapter 12) and designing an effective organization (Chapter 15) -- and every chapter has been expanded to reflect current trends and developments. But if you read an earlier version of the book, you'll also find much familiar territory. All of the basics from the first edition are here -- i.e., the factors of caller tolerance, customer expectations, the planning process, the immutable laws and, in general, the principles of effective management. It's my hope that this book will be truly helpful to you as you build your organization's customer contact services, and that you will use it often.

Many times during this project, my four-year-old daughter, Grace, would climb onto my knee and ask me, "Daddy, is your book done yet?" I can finally say yes -- yes, it's done! But I can't help but think that, as a profession, we're just getting started.

From the Back Cover
Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this completely updated edition contains additional chapters and new material throughout!

You'll learn how to:
* Achieve service level with quality
* Meet heightened customer expectations
* Build a team armed with the right know-how
* Boost the call center's strategic value
* Win top management's support

Most helpful customer reviews

2 of 2 people found the following review helpful.
Good for the budget computations
By PLANSIS
The book provides good tips on modelng of various aspects for the contact centers. I used budget modeling techniques from this book. The built excel model was well percieved by top management because of transparancy and insight in all the factors that decrease the productive hours. The budget for this year was much beter so the center could cope with the extra large call volumes caused by cold winter in the Netherlands.

0 of 0 people found the following review helpful.
Appreciating the Fundamentals
By Numma Tucson
This book is an ideal primer for the uninitiated and newly-anointed to call center management. It very clearly breaks down the fundamentals so that inexperienced call center management and staff can better understand the rationale behind management decisions within the center. This should be a "must read" for all new call center Supervisors or Team leaders.

3 of 4 people found the following review helpful.
A definite MUST HAVE for any Call Center Professional
By Sparkle
This book is like a text book for all things call center. It is a great book for call center Execs, Managers and Consultants that support the industry. I've also found it great for Representatives and Quality Assurance Coaches who aspire to advance thier career. They can learn to talk the same talk and understand metrics in a way that can allow them to take necessary steps to set themselves up for promotion.

Brad Cleaveland explains what many think is call center hocus pocus. He goes into detail about metrics, the decisions to make before you set them, understanding what you really want to know. He also talks about myths and best practices, all very helpful.

For anyone who works in a call center, this is an extremely helpful resource as a guide, learning tool or reference book to check yourself from time to time. (Especially when someone asks you to explain a metric that you may take for granted.)

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