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Revisiting Where Does the Customer Fit in a Service Operation?
- John Theodore Parsons
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1 Revisiting Where Does the Customer Fit in a Service Operation? Background and Future Development of Contact Theory Richard B. Chase Marshall School of Business University of Southern California In 1978 I asserted that a rational approach to the rationalization of services requires first of all a classification system that sets one service activity system apart from another (Chase 1978). The classification I developed came about from an effort to derive a business classification scheme and was predicated on the extent of customer contact with the service system and its personnel during the service delivery process. Based upon open systems theory, I proposed that the less direct contact the customer has with the service system, the greater the potential of the system to operate at peak efficiency. And, conversely, where the direct customer contact is high, the less potential exists to achieve high levels of efficiency. In this chapter I will review the contact approach as it was discussed in the article and offer some suggestions for its future development. Classifying Manufacturing and Service Systems The customer contact approach came about from an effort to derive a classification system that explicitly captured the role and impact of the customer as opposed to things, which is the basis of most product classifications. The standard approach to manufacturing system classification in 1978 and even today is the product process matrix proposed by Hayes and Wheelwright (1979). This uses the self evident terms of unit, batch, and mass production to specify how process efficiency varies with volume. Service systems, by contrast, are generally classified according to the service they provide, as delineated in the North American Industry Classification System (NAICS) code. This classification, though useful in presenting aggregate economic data for comparative purposes, does not deal with the P.P. Maglio et al. (eds.), Handbook of Service Science, Service Science: Research and Innovations in the Service Economy, DOI / _2, Springer Science+Business Media, LLC 2010
2 12 R.B. Chase production activities by which the service is carried out. It is possible, of course, to describe certain service systems using manufacturing terms, but such terms, as in the case of the NAICS code, are insufficient for diagnosing and thinking about how to improve the systems without one additional piece of information. That piece which I believe operationally distinguishes one service system from another in terms of what they can and cannot achieve in the way of efficiency is the extent of customer contact in the creation of the service. Extent of contact may be roughly defined as the percentage of time the customer must be in the system relative to the total time it takes to serve him. Generally, the greater the percentage of contact time between the service system and the customer, the greater the degree of interaction between the two during the production process. From this conceptualization, it follows that service systems with high customer contact are more difficult to control and more difficult to rationalize than those with low customer contact. In high-contact systems, such as those listed in Figure 1, the customer can affect the time of demand, the exact nature of the service, and the quality of service since he or she tends to become involved in the process itself. In low-contact systems, by definition, customer interaction with the system is infrequent or of short duration and hence has little impact on the system during the production process. As a side comment, service managers have always recognized that the back office (i.e., processes out of customer view) and the front office (i.e., processes involving customer contact) are different in the demands they make on operations. However, the specific implications of these demands were not made clear in the production and operations literature in the 1970s, which historically focused on the back office. Three writings, one by an executive, one by a marketing scholar, and one by an organization theorist were very useful in thinking about the issue. John Reed, CEO of City Bank captured the spirit of this distinction in a 1970 s article in Bankers Magazine titled, Sure It s a Bank but I think of it as a Factory, in which he talked about how production management could be readily applied to the processing of checks in the back office. Harvard marketing professor Ted Levitt pointed out that all services have a service front stage and a manufacturing like back stage component (Levitt 1976). James D. Thompson, a professor of business administration and sociology at Indiana University pointed out that from an open systems theory perspective, customers or clients intrude to make difficult standardized activities required by [high volume long-linked] technology. From these writings I inferred that the front office is inherently at least, less efficient than the back office. An additional design perspective provided by Thompson s work is that a low-contact system has the capability of decoupling operations and sealing off the technical core from the environment, while a high-contact system does not. As he notes, The technical core must be able to operate as if the market will absorb the single kind of product at a continuous rate, and as if inputs flowed continuously at a steady rate with specified quality. (Thompson 1967).
3 Revisiting Where Does the Customer Fit in a Service Operation? 13 Pure services (typically high contact) Entertainment centers Health centers Hotels Public transportation Retail establishments Schools Personal services Jails Mixed services (typically medium contact) Branch offices of: financial institutions government computer firms law firms ad agencies real estate firms Park service Police and fire Janitorial services Moving companies Repair shops Quasi-manufacturing (typically low contact) Home offices of: financial institutions government computer firms law firms ad agencies real estate firms Wholesale Postal service Mail order services News syndicates higher contact lower contact Increasing freedom to design efficient production procedures Figure 1. Classification of various service systems by extent of required customer contact in the creation of the service product Effects of High Contact on Design Decisions An important feature of the contact perspective is that the customer s presence affects virtually every operating decision of the service firm: The following are a few examples: Facility location: high contact operations are typically nearer to customers than low contact operations. Facility layout: high contact operations need to accommodate customer's physical and psychological needs, instead of just enhancing production. Product design: high contact operations must include the environment of the service and hence has fewer attributes than low contact operations. Process design: high contact operation processes have a direct immediate effect on the customer while in low contact systems the customer is not directly involved in the process. Worker skills: high contact workers comprise a major part of the service product and must be able to interact with the public, while low contact workers need only technical skills. Quality control: high contact quality standards are often in the eye of the beholder and hence variable, while low contact quality standards are generally measureable and hence fixed.
4 14 R.B. Chase Capacity planning: high contact capacity levels must be set to match to peak demand to avoid lost sales, while low contact operations can set capacity at some average demand level. The managerial implications of these differences are as follows: First, unless the system operates on an appointments-only basis, it is only by happenstance that the capacity of a high-contact system will match the demand on that system at any given time. The manager of a supermarket, branch bank, or entertainment facility can predict only statistically the number of people that will be in line demanding service at, say, two o clock on Tuesday afternoon. Hence employing the correct number of servers (neither too many nor too few) must also depend on probability. Low-contact systems, on the other hand, have the potential to exactly match supply and demand for their services since the work to be done (e.g., forms to be completed, credit ratings analyzed, or household goods shipped) can be carried out following a resource-oriented schedule permitting a direct equivalency between producer and product. Second, by definition, the required skills of the work force in high-contact systems are characterized by a significant public relations component. Any interaction with the customer makes the direct worker in fact part of the product and therefore his attitude can affect the customer s view of the service provided. Obviously, you want to have people - people in high contact positions. Third, high-contact systems are at the mercy of time far more than low-contact systems. Batching of orders for purposes of efficient production scheduling is rarely possible in high-contact operations since a few minutes delay or a violation of the law of the queue (first come, first served) has an immediate effect on the customer. Indeed, unfair preferential treatment in a line at a box office often gives rise to some of the darker human emotions which are rarely evoked when such machinations are carried out by a ticket agent operating behind the scenes. Questions for analyzing current contact strategy Applying the foregoing concepts for analyzing a company s current contact strategy entails answering several questions: What is your current contact mix? Is it a pure service, mixed service, or quasi- manufacturing? What percentage of your business activity in terms of labor hours is devoted to direct customer contact? A good indication of where a production system falls along the contact continuum can be obtained by using the industrial engineering techniques of work sampling and system mapping.
5 Revisiting Where Does the Customer Fit in a Service Operation? 15 Can you realign your operations to reduce unnecessary direct customer service? Can tasks performed in the presence of the customer be shifted to the back office? Can you divide your labor force into high-contact and nocontact areas? Can you set up plants within plants to permit development of unique organizational structures for a narrower set of tasks for each subunit of the service organization? Can you take advantage of the efficiencies offered by low-contact operations? In particular, can you apply the OM concepts of batch scheduling, inventory control, work measurement, and simplification to back-office operations? Can you now use the latest technologies in assembling, packaging, cooking, testing, and so on, to support front- office operations? Are your job designs and compensation procedures geared to your present structure? Are you appropriately allocating contact and no-contact tasks? Have you matched your compensation system to the nature of the service system for example, high-contact systems based on time and low-contact systems on output? Are you using cost or profit centers where these two measures are subject to control by the on-site manager? Can you enhance the customer contact you do provide? With all nonessential customer-contact duties shifted, can you speed up operations, by adding parttime, more narrowly skilled workers at peak hours, keep longer business hours, or add personal touches to the contacts you do have? As Sesser and Pettway (1976) note: Although bank tellers, chambermaids, and short-order cooks may have little in common, they are all at the forefront of their employers public images. If the low-contact portion of a worker s job can be shifted to a different work force, then the opportunity exists to focus that worker s efforts on critical interpersonal relations aspects. Can you relocate parts of your service operations to lower your facility costs? Can you shift back-room operations to lower rent districts, limit your contact facilities to small drop-off facilities such as film development boxes made famous by Fotomat in the 1970 s, or get out of the contact facilities business entirely through of vending machines or jobbers? Applying the concept Going through the process of answering these policy questions should trigger other questions about the service organization s operation and mission. In particular, it should lead management to question whether its strength lies in high contact or low contact, and it should encourage reflection on what constitutes an optimal balance between the two types of operations relative to resource allocation and market emphasis. Also, the process should lead to an analysis of the organization structure that is required to effectively administer the individual departments as
6 16 R.B. Chase well as the overall organization of the service business. For example, it is quite probable that separate managements and internally differentiated structures will be in order if tight coordination between high-contact and low-contact units is not necessary. Where tight coordination is necessary, particular attention must be paid to boundary-spanning activities of both labor and management to assure a smooth exchange of material and information among departments. Author s comments, 2008: Future development of contact theory and service classifications Self-service technologies and telecommunications are two areas where contact theory needs additional refinement, or perhaps reconceptualization. Self-service always presented bit of a problem since one could have high customer contact and high efficiency. However, the fact that sales opportunity is low at the ATM or doit -yourself car wash (the examples I was thinking of when I wrote the 1978 article) seemed like a minor point which did not invalidate the general argument. Today, though, self-service is far more pervasive, as evidenced for example, by self checkout in the supermarket, airport check-in, and blood pressure measuring devices at the drug store. Such technologies can enable customers to be more efficient producers benefiting themselves as well as the service organization. Of equal significance to the evolution of customer contact is how remote contact as manifested via the internet affects sales opportunities and production efficiency. To get a better grasp of this requires extending the classification scheme to account not just for a customer s remote interactions with a business, but for his or her interaction with other remote customers as well. As suggested by Sampson (2008), we have three categories: (1) Pure virtual customer contact where companies such as ebay and SecondLife enable customers to interact with one another in an open environment. (2) Mixed virtual and actual customer contact where, for example, customers interact with one-another in a server-moderated environment such as product discussion groups, YouTube, and WikiPedia, and (3) Technology enhanced customer contact where a consultant from a service provider takes remote control of a customer s computer to solve operating problems at the customer s desk. In addition to knowledge about virtual encounters, significant progress in classification also calls a better understanding of customer psychology as it plays out in a service interaction. For example, based upon a review of the psychology literature, Chase and Dasu (2001) found extensive support for having an encounter end on a high note. Thus, a classification categorization might be based upon the difficulty of achieving a positive finish for various encounter structures. A simple example of the issue is whether a server should convey good news first or bad news first. In a call center, it may be best to give the bad news that a shipment will
7 Revisiting Where Does the Customer Fit in a Service Operation? 17 be delayed to get to the point right away, whereas when a doctor has bad news to convey, it might be best to build up to it gradually. In conclusion, we have recently seen the introduction of two theories of services. One is Service Dominant Logic, for marketing (Vargo and Lusch 2004), and the other is the Unified Services Theory, which has an operations managerial value. Three capabilities of useful classification systems are: (a) they enable ment orientation (Sampson and Froehle 2006). Reviews of these theories are found elsewhere in this volume. Such theory development is welcome and needed, but I would suggest that a key measure of the utility of these theories or any other theory for service engineering is how they can be used to create operationally useful classification systems. For example, any theory that puts all business processes in one category, such as calling everything a service, will probably be of little manage- service engineers to design interactions with the same rigor industrial engineers design physical processes, (b) they guide economic tradeoffs by managers, and (c) they facilitate service innovation. References Chase, R. B Where Does the Customer Fit in a Service Operation? Harvard Business Review, 56 (6), November-December, pp Chase, R.B. and Dasu, S Want to Perfect Your Company s Service? Use Behavioral Science. Harvard Business Review, 79 (6), June, pp Hayes, R. H. and Wheelwright, S.C., The Dynamics of Process-Product Life Cycles. Harvard Business Review, 57, (2), March-April, pp Levitt, T The Industrialization of Service. Harvard Business Review 56, (5). September- October, pp Sampson, S. E Personal Communication. Sampson, S. E., and Froehle, C.M., Foundations and Implications of a Proposed Unified Services Theory. Production and Operations Management 15(2), Summer, pp Sasser, W. E. and Pettway, S Case of Big Mac s Pay Plans, Harvard Business Review 54, (6), November-December, pp Thompson, J. D Organizations in Action (New York: McGraw-Hill), p. 20. Vargo, S. L. and Lusch, R. F Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1 17.
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The Destiny beta is finally over but what new have we really learnt about Bungie's blockbuster-to-be, and what questions remain?
The Destiny beta is now finished. As with the alpha it ran almost a day longer than it was supposed to and, in the end, was open to everyone. Although there'll probably be some kind of new preview at Gamescom next month that's the last most people will see of the game until it launches for real on September 9. It was a substantial beta, but even though a lot of the content had already been in the alpha it still worked as a very comprehensive preview of the final game.
Let's assume that every World has one or two maps with an "explore" option. That's quite a bit. I mean the one in Russia had several areas that I couldn't even get to because of the terribly advanced enemies in the way. I'm sure there's lots more to see and I wish people would just quit griping about it already. Just wait for the full version.
How is joining friends in any way awkward?
I agree with some of the article.
The people saying the game won't be big enough, and then saying it should like Halo,need to realise that this will be the largest game Bungie have ever made.


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For the first time in three years, the Solar Energy Industries Association (SEIA) has updated its Guide to Federal Tax Incentives for Solar Energy, which the organization is making available to its members.
Developed with the help of Keith Martin at Chadbourne & Parke LLP, Version 8.0 of the resource contains valuable information about qualifying for the solar investment tax credit (ITC), how "commence construction" works, depreciation bonuses, financing issues and more, explains SEIA.
"This comprehensive document really gives SEIA members a leg up when it comes to navigating the tricky terrain of taxes," comments Tom Kimbis, SEIA's interim president and general counsel. "With the recent extension of the ITC, over the next five years the solar industry is expected to nearly triple in size. This resource will help solar companies stay up to speed on how policies born in Congress and across America's state capitals impact their business."
Continuing with this theme, the organization notes that the SEIA Finance and Tax Seminar will be returning this December. The group says the conference is dedicated exclusively to the most impactful accounting, finance and tax issues facing the solar industry.


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David Beckham creating skincare with Biotherm
David Beckham will front campaigns for skincare brand Biotherm, before bringing out his own products with them.
David Beckham is joining forces with French skincare company Biotherm.
The multi-talented former sports star has dabbled in modelling and fragrance since quitting soccer, but is now trying his hand at skincare with the L'Oreal-owned company.
David will first front campaigns for the brand's Aquapower Gel moisturiser and the Force Supreme range, before bringing out his own grooming and skincare kit. The 41-year-old's Biotherm Homme range will be launched in 2017.
"I've been thinking about developing a skin-care range for a long time and it wasn't until I started speaking with Biotherm that it all came together," David said, reports WWD.
The development of David's own products began this year (16), with the final collection set to include skin and body products. Meetings have already taken place in London, and the handsome star will soon head to Paris to meet with researchers at the L'Oreal laboratories.
General manager of Biotherm David Fridlevski explains to the news outlet that developing skincare can take anywhere between 16 and 24 months.
"The range is going to be targeted to his needs in skin care and grooming in general. He really wants to be part of the development," he added. "Men who are 25 to 30 years old have a relationship to their skin and appearance that is less linked to old-fashioned stereotypes of masculinity. We are confident in the fact that we can help these people find their way to take care of themselves. David (Beckham) is already a leader for them; when you observe online and see YouTube tutorials about how to look like Beckham - it's clear."
The aim of the new partnership is to attract a younger customer to Biotherm, and the deal is looking like a long-term one.
© Cover Media
Belfast Telegraph Digital


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All about fetishesSubmitted by boi909 on December 28, 2016 (6 months ago)
Posted in Confession: True Story, Taglish | Categories: BDSM, Exhibitionist and Voyeur, Fetish, Group Sex | Tags: Weird, Foot fetish
I have some weird (para sakin weird siya) fetishes and fantasies and i dont know if it is normal. like having foot fetish (or footjob if you may) ,voyeurism, BDSM, Role play,Swinging like is it normal to have it ?
pero nagsisi ako nung triny ko mag swing like i lost the love of my life dahil sa fantasy na yun even though i liked it talagang nagsisi. 3 of them never ko pang na try kase baka pag triny ko ma weirdohan sakin yung ka partner ko hahaha those 3 are BDSM, role play and foot fetish (the ever so weird for me). kayo ba what are your fetishes and did you fulfill it ?...
Day 11Submitted by Duke.Christian on October 6, 2016 (9 months ago)
Posted in Blog: English | Categories: Non-Erotic | Tags: Weird, real, Meh, Rubbish, Crap
Boredom makes you do weird things, well, this is one of mine. Almost haven't slept for a day while writing this rubbish. Reasons? Nothing, I just don't feel like sleeping.
Made this account 11 days ago, but been here even waaay back. Couldn't make an account for some legality reasons. I'm not really into reading that much. No novels and such. Just here and some other sites, all erotic.
Met a lot of nice people, well, I guess if you consider talking to them for a few minutes counts. I started visiting the chat room on my 2nd day of signing up. It's neat. I could definitely compare it to a classroom. Except it's as if everyone else knows everyone else. Except for newbies. At first I was a bit skeptic about their inside jokes and such. Terms, nicknames, and what not. It's actually fascinating. Like a classroom full of students, I noticed who were obviously the main players, usuals. Then there's those who are incredibly nice. If there are nice, so there are... hmm... not nice (perhaps?) but I don't really know anyone so I won't judge.
One thing I noticed, it's a bit frustrating to get noticed by the ones who you want to notice you. You just can't say "Notice me! Senpai!" like a flirty japanese chick with a high pitched voice. Or maybe it's just me. Lol.
Between you and me reader... I got my eye on this one woman. (Whom shall not be named) She's nice... like really nice, or perhaps I just misunderstood. Men always have a hard time differenti...
No Sex Please, I'm Not Into ItSubmitted by saintwitch24 on August 22, 2014 (2 years ago)
Posted in Blog: English | Categories: Non-Erotic | Tags: orgasm, Weird, great sex, frigid
Let's talk about sex - or maybe not.
Well, if you would read my stories, you'll notice that the sex scene is the lamest part. Maybe because I don't have a first hand experience about it. I guess I am one of those few who identify themselves as asexual, there's nothing quite as dull as the pleasures of the flesh. I'm still in mid 20's yet I'm living with libido loco. I dunno what's the problem in me. Is it due to hormones? Job stress? Relationship issues? My past? Are those the factors why I'm taking my toll in the bedroom? But I do have this sexual dysfunction since I can't remember. Honestly, I'm more enjoying to make love with myself than to make love with a man. Well, I guess I'm suffering from Hypoactive Sexual Desire Disorder (HSDD).
Argggghhhh, I really want to experience a really great sex! But how do I get it? I just don't seem to have any sex drive. Everytime I feel a man touching my skin, my body doesn't feel turned on at all. All I can feel is disgust that makes me want to throw a hard punch straight on his face to knock him up.
Once in my life, I agreed to have a one night stand with a man I met at the party, I thought it was my chance to experience an awesome orgasm but I ended up kicking his thing, throwing him a chair and delivering a severe blow to his throat. And instead of a great sex, we spent the rest of the night in the hospital, him as a patient, me as his companion.
Well my greates...
DI MAPIGILANG BISYOSubmitted by papple04 on March 5, 2014 (3 years ago)
Posted in Confession: True Story, Tagalog | Categories: Erotic Couplings, First Time, Wife Lovers, Mature, Toys and Masturbation, One Night Stand | Tags: Weird
Hi!. First time ko lang magpost dito.Sana maging maganda para sa inyo ang confess ko.Ito ay base sa nararanasan,ginagawa at gagawin pa lang.
Ako nga pala si Adrian tunay kong pangalan siguro yung iba minsan nakikita ako sa chat room "papple".Hindi ko alam kung bakit naging parang bisyo ko na tong gawain na to.Simula nung natutunan kong gawin to nung 3rd year high school ako sa gf ko lagi ko na tong hinanap.Ewan ko parang droga na kinaadikan ko ang "SOP" nagsimula sa "SOT" hanggang sa natutunan ang "SOP".Sinubukan ko ng iwasan dati pero isang buwan pa lang ang nakakalipas parang di na ako mapakali.Parang ang hirap alisin,kasi sa totoo lang masarap rin para sa akin gawin yun.Parang ang sarap sarap makarinig ng "moan"na nagmumula sa kabilang linya.Isang musika na nagdadala sayo papunta sa di matapos na kaligayahan at sarap.
Dito ako mag-uumpisa para makapagshare naman ng sexperience sa phone and in real. .
Abangan niyo na lang ang first story ko.


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Find a copy in the library
Finding libraries that hold this item...
|Document Type:
|All Authors / Contributors:
Robert W Corrigan; Grove Press,
|OCLC Number:
|"The material ... appeared in the Tulane drama review during the years 1956-1961"--Title page verso.
|320 pages ; 22 cm
|Introduction: The theatre in search of a fix / Robert W. Corrigan --
1. The playwright: vision and method: The playwright and the atomic world / Arthur Miller --
Problems of the theatre / Friedrich Duerrenmatt --
Discovering the theatre / Eugène Ionesco --
On the experimental theatre / Bertolt Brecht --
Comedy / Christopher Fry --
Religion and the theatre / Ugo Betti --
Eugene O'Neill / Hugo von Hofmannsthal --
Beyond bourgeois theatre / Jean-Paul Sartre --
2. The artist: acting and directing: Murder of the director / Jean Vilar --
Design for acting: the quest of technique / Morris Carnovsky --
An audience of critics and the lost art of seeing plays / Theodore Hoffman --
Stanislavski and the playwright / Robert W. Corrigan --
Farce / Vsevolod Meyerhold --
Psychopathic characters on the stage / Sigmund Freud --
3. The critic: analysis and appraisal: The possibilities and perils of modern tragedy / John Gassner --
The theatre of the absurd / Martin Esslin --
To hell with society / Henry Adler --
Lorca and the poetry of death / Pedro Salinas --
The making of a dramatist (Shaw: 1892-1903) / Eric Bentley --
Public and private problems in modern drama / Ronald Peacock.
|Other Titles:
|Tulane drama review.
|edited by Robert W. Corrigan.
This superb anthology offers a guide to the complexities of the modern theatre. Represented in its pages are the major figures of the drama in the twentieth century, either in their own words or in enlightening discussions by the best critics of 20th century.
User-contributed reviews


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|2007-04-19, 11:14
|Link #324
Ha ha ha ha ha...
Graphic Designer
Join Date: Apr 2006
Location: Right behind you.
Age: 28
I'm reading Rough Magicke by Dr. John William Houghton, who is, by the way, my AP English teacher. He'll be leaving our school this year to become an on-campus clergyman. Or something like that. Either way, it doesn't matter to me much since I'm a senior and I'll be leaving this year anyway.
Anyway, the book is actually comprised of smaller three novelettes, and if you know anything about Shakespeare, you should recognize the title as part of a significant quote from one of his works. 100 points if you can guess the work.
You can check out his book on Amazon.com. So far he has 1 review.
Actually, it has quite an in-depth review by some professor from Austin, Texas, USA.
Rough Magicke by Dr. John W. Houghton
I have a copy, and I must say that his portrait on the back is funny, and looks just like him. The black golfer's hat is especially comical looking. Nowadays, he's wearing the white collar as a member of the clergy. He says that he'll stop wearing it "when it stops feeling like a Halloween costume". Lol.
The book overall is witty, yet confusing at times, if you're not familiar with Old English phrases and the like. It's got some good one-liners, some said by the reviewer, but I personally like the plethora of just plain weirdness when compared with most novels I've read.
|2007-04-19, 11:47
|Link #326
Join Date: Dec 2005
Location: Tejas
Age: 41
EDIT: That is very cool about your AP teacher, though. I'll have to see if I can pick up a copy of the book.
|2007-04-19, 14:39
|Link #327
Junior Member
Join Date: Apr 2007
I've read volumes 1-4 of Akira, while not a book in the average sense of the word, they are rather beefy for gaphic novels, and kick very much ass.
Last book series I tore through was the Resident Evil novels. Pretty good for what they are. Not a challenging read mind you, but they keep you hooked.
Recently read Sellswords Vol.2 (Forgotten Realms), and Darth Bane (Star Wars). I am waiting for Sellswords Vol.3 to be released as a paperback, and there is a new Dizzt novel coming out in the relative future I'm really wanting (have a spoiler chapter).
|2007-04-19, 17:09
|Link #329
Join Date: Nov 2003
Location: San Francisco
Age: 34
Since the last time I posted in this thread, I've read Empire by Orson Scott Card, Thud! by Terry Pratchett, and am reading a collection of short stories.
I have no idea why I continue to read Pratchett -- something about his writing style leaves me confused while I'm reading it, but it somehow all works out in the end.
|2007-04-19, 20:17
|Link #330
Gregory House
IT Support
Currently reading Deep Dream or whatever it's called in English, by Banana Yoshimoto. This is my first contact with serious Japanese literature, and I'm kind of enjoying it for the moment. Feels to me like those beautiful, beautiful first-person narrations we often see in melancholic scenes in anime. The only pity is that it's a Spanish translation, so it doesn't carry the feeling of a Japanese female voice softly narrating through the scenes...
For university, I'll soon have to read Paul Auster's Moon Palace, and David Lodge's Therapy.
|2007-04-20, 04:45
|Link #331
Senior Member
Join Date: Apr 2006
Location: California, USA
the narrator, a precocious nine-year-old kid living in new york, has an imaginative tone and unique logic that really propels the novel.
i had to read it in one sitting. a lot of stuff i've read recently has demanded that kind of attention, too: david mitchell's number9dream and ghostwritten, in particular.
|2007-04-22, 22:33
|Link #332
Join Date: Nov 2003
Is this the place to ask for recommendations for books because I don't see a thread about it?
I would like to have books about how the world's civilization, economics, technology etc is going these days, anazlysis for the near future, and/or predictions of the future. Nope, not science fictions but a realistic situation.
It doesn't have to be all in one book. This is what I can think of so far. If this is not the thread for it, please move it. I can't find a thread about this subject with search function.
|2007-04-22, 23:25
|Link #333
Monarch Programmer
Join Date: Apr 2004
Location: Liverpool
Age: 35
Just finished Blow Fly by Patricia Cornwell. This is the second book of hers I've read and thoroughly enjoyed. She is an amazing analyst when it comes to details of homicide. It would not surprise me in the slightest if she was a murderer herself. Seriously lol.
Anyone who is into tales such as, Silence of the Lambs or Jack the Ripper type stuff should most certainly check her out.
|2007-04-23, 04:14
|Link #335
Senior Member
Join Date: Aug 2006
I just reread my favorite novel of all time: The Master and Margarita by Mikhail Bulgakov. Bitter, yet hopeful; an odd but deep profession of faith in times that are punishing to the human soul.
It's one of those books you either get or you don't. A lot of people don't.
Currently chewing on: The Seven Storey Mountain by Thomas Merton
Next in line: Slaughterhouse Five by Kurt Vonnegut
Anyone who's a true Japanophile should read Junichiro Tanizaki's "In Praise Of Shadows" - a profoundly sad book, but one that will change your whole aesthetic sense, if you read it right.
The funniest and most fun book I've read all year: A Confederacy of Dunces by John Toole. Do yourself a favor and buy it - you won't regret it.
|2007-04-23, 12:02
|Link #337
Ha ha ha ha ha...
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Join Date: Apr 2006
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|2007-04-24, 22:58
|Link #339
Senior Member
Join Date: Dec 2006
Location: St. Louis MO
I am reading "Roots" but for an assignment, I read the book a couple of years ago of my own will, however reading it again is rather dull. Its a good book, but its a bit too long.
Also I don't like rereading books agian with two exceptions.
1. If I didn't understand the book the first time I read it. (for ex. I read little women when I was in third grade, then reread it in 6th and I understood it more, and enjoyed it)
2. Childrens books. ( I could read one fish two fish red fish blue fish over and over again)
|2007-04-25, 01:07
|Link #340
This is typical of me, but I just finished reading Senator Barack Obama's Semi-Biography The Audacity of Hope. He seems to have the right ideas for what America should look like and his willingness to comprise goes well beyond the impression I get from most politicians and seems genuine (and I'm a pretty good judge of character when it comes to politician's. No single line tripped by Bullshit alarm) The real question is whether he will be able to put things into action if he get's the nomination and the vote. He may be willing to comprise, but the environment in Washington is so stiflingly partisan that it doesn't mean the other's will be so willing. Though come 2008 things will automatically be better without the Bush Adminstration. There are a lot of good people in both parties, but I can't think of a single decent person in the Executive branch at this point. When Condoleeza Rice comes across as the most genuine personality in the White House and even she was caught lying to congress, you've got a bit of a credibility problem.
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How It Works
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I need you like a hurricane
Thunder crashing wind and rain
Tear my walls down, I'm only yours now
I need you like a burning flame
A wild fire untamed
Burn these walls down, I'm only yours now
I'm only yours now
- chorus from Hurricane, by Jimmy Needham
There are a lot of tough things about the season of Lent. Number one maybe the purpose of renewal. The period of Lent was initially formed around the 40 day period of preparation for baptism; a time of intense study and reflection. In many denominations baptism is center to the celebration of Easter, often happening in the early morning hours as the sun rises. So Lent is also a time for preparation; maybe preparation for renewal?
This journey toward renewal begins for Methodists (and those denominations that follow the Revised Common Lectionary) begins on Ash Wednesday with our Confessional Psalm, Psalm 51.
Create in me a clean heart, O God, and put a new and right spirit within me. - Psalm 51:10
This Sunday at our church, we'll be introducing Hurricane by Jimmy Needham in worship.
For three years I lived and did ministry in Slidell, LA (just across the lake from New Orleans). It was three years Post-Katrina when I moved there from Texas, but with my over-sensitive self, I tried to avoid any disaster related language in the music I chose for worship.
Then I heard our youth band offer this song in worship. Changed my life a little.
In this song, Jimmy Needham calls on God to break him down, tear him all the way down, and make him new and totally belonging to God. This idea of being torn down and made new is central to Christian teaching and the calling of our whole life by Christ. But we lose sight of it time and time again.
This is where the Christian Year comes to our aid so many times ... Lent and it's time of reflection always comes back around. But while it's an intentional time for that purpose, what good does it do if it doesn't encourage self-reflection and penitence year round?
Also, what if we don't realize that we need to be made new?
We are told at our baptism that we rise as new creations, but do we stop being made new there?
Christ invites us to pray intentionally for newness every single day. We are called to look out into the world, and find our hearts broken, and then pray for God to put it back together right. Then we can do the ministry that is required.


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Ask a Lawyer and Get Answers to Your Legal Questions
Good morning,I'm Doug, and I'm sorry to hear of the confusion. My goal is to provide you with excellent service today.
As you have asked for a phone call, I will offer you that Premium Service and I'll process that offer to you after I get this posted to your question thread.After you accept my offer of the phone call, would you please provide your phone number? After you do that, please send me a quick Reply to let me know that you have posted the number, so I can call you.Thanks in advance,Doug
I am unable to further assist you in this matter, and I am going to opt out of your question and open this up for other professionals.Your question is being placed back in the question list for other professionals to see, and to respond to. You do not have to stay online for the question to be active. Should another professional pick it up, you should be alerted by email unless you actively disable this feature.There is no need for you to reply at this time as this may "lock" your question back to me, thus inadvertently delaying other professionals' access to it.I apologize for any inconvenience and wish you well in your future.Doug


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Naomi Campbell is about to join the cast of "Ugly Betty", starring in the ABC's hit series second season finale.
The easily-get-mad Naomi Campbell shows her ugly side, literally. The supermodel, who's boycotted and been boycotted by British Airways following the chaos she made early last month, is about to guest star in ABC's hit series "Ugly Betty", it's been claimed.
A representative for ABC confirmed the claim Wednesday, April 23 that Naomi would play herself in the second season finale. She thus follows in the footstep of former guest stars Victoria Adams and hard rock bass guitarist and vocalist Gene Simmons.
"Ugly Betty" star Becki Newton who stars as sassy receptionist Amanda Sommers was quoted by The Associated Press at the launch party for the new Sunglass Hut store design as saying, "I've personally requested that I don't stand next to her because Amanda would not like to be seen with such a tall, pretty person."
Naomi was initially tapped to guest star on the hit TV show last year. She never showed up though and was again due to appear earlier this year, yet the writers' strike derailed those plans. The upcoming second season finale is set to be aired on May 22.


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A community is only as strong as the members who support it. DIVAS with SOL is an organization that shows our community at its best and strongest. From holiday food baskets to families that need assistance to motivational guidance for young women through mentorship this organization showcases exemplary support for a population that often falls through society's cracks, the young and impressionable. The organization need MORE community support and more funding because its services are invaluable. The events, Christmas photos, joyful movie celebrations with elves and higher education planning for youth, are marked for the sheer enthusiasm shown by participants and volunteers alike. This is an organization worth modeling and funding.
D.I.V.A.S with SOL is an awesome nonprofit organization that helps the youth of today excel. Tara is a very motivational, positive woman and her passion pours out onto the youth she deals with. Young people of today need an outlet, a place they can go to and be active in the community to stay out of trouble. DIVAS with SOL is the perfect place for that. I attended the Halloween event and was very intrigued by the amount of people that showed up and how well organized and planned it was. D.I.V.A.S with Sol is what we need in our communities.
Since meeting Tara and learning more about her non-profit, I have gone to two events for DIVAS with SOL. Tara definitely motivates the young people to feel good about giving their very best. I was also impressed on how engaged the parents and volunteers were. This is definitely not a place where the kids are dropped off. The parents were there cheering all the kids on. The volunteers were available, assisting without taking away from the kids. Very positive environment whose focus is definitely about cultivating high self-esteem in our boys and girls. These experiences will hopefully impact these kids to become positive adults in our communities and continue the cycle of giving back to the next generation.
DIVA's with SOL founder, Tara Johnson saw a need in the community among teens who yearned for an organization where they could turn to receive motivational direction and support. Instead of turning a blind eye, Ms. Johnson pulled up her sleeves and didn't hesitate to put in the necessary work in the community and get dirty.
Creating a place that fosters hardwork , trust, and commitment, Ms. Johnson has given all those involved the tools through her organization DIVA's with SOL, a chance to get there. D.I.V.A's with SOL has been a wonderful place for teens to both receive and give support and resources not only to its members, but to the communities it reaches. The idea that working hard and playing hard provides more opportunities to learn, grow, and succeed can be seen in the lives of its members and the communities that they help.
With support, structure and individual attention, students are able to excel and go beyond their initial goals. DIVA's with SOL encourages and prepares teens for higher education. In addition to the belief that higher education is the key to open up doors once locked, they also support individualized paths for those who choose alternative routes to education with the goal personal empowerment and belief leads to success. The success experienced is more than academic, it helps those involved build self-esteem, work towards a promising future and further their personal goals.
Some examples of this organizations love and dedication can be seen through the yearly "Reindeer Workshop" which provides a place for youth during Christmas break when most doors are closed, to continue activities targeted towards empowerment while embracing the Christmas spirit. This program also parallels with "Snacks with Santa" for children in the community. In addition to the annual "Giving Thanks for Thanksgiving Baskets" which this organization works tirelessly collecting months before hand in order to provide for families who would otherwise go without, Ms. Johnson has kept her eyes on the prize of helping those who want to succeed, and her doors open in order to reach as many youths as possible to give them every opportunity to succeed and become EMPOWERED!!
DIVAS with SOL is a great non profit organization that is second to none as far as helping the youth in our community. I have had the honor of helping out with a few functions that Mrs. Johnson has put together and they were all phenomenal. I have two nieces that has participated in the club and has truly enjoyed every bit of it.
If there was ever a program that thrived on the success of the youth and well-being of the community, it would be DIVAS with SOL. I have the pleasure of knowing Mrs. Tara Johnson and there isn't anyone else more qualified and motivated to continue making a difference in the lives of many. From her mentoring workshops and fundraisers to her programs designed to give back to the less fortunate, Mrs. Johnson is always finding a way to come up with new and creative ideas to get our young people involved.
I have had the pleasure of knowing the founder and meeting some of the young people she serves. D.I.V.A.S. is an excellent program that truly helps shape young people. As a resident of the community this program is in, I can definitely say that we need MORE programs like this in our area.
I got to hear some of the program participants speak. They were poised and well spoken. They learned how to present themselves with confidence because of the support they received from D.I.V.A.S.
This program consistently reaches out to the community and embraces our youth to strive towards success and to have values and respect for one another. They teach individuals to be strong leaders, role models and supporters of positive influences. One of the biggest achievements of this program is that it gives our youth a strong and confident voice individually and collectively. It is programs like this that impact our community directly by helpoing to shape our youth's future in positive directions.


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As commander I was responsible for the overall success of the mission, and so I had to know at least a little bit about everything.
One day, people will be able to buy tickets to visit space.
I'm Chinese-American, of course, and so it's very interesting to see China actually launch their own astronauts, becoming the third nation, following the United States and Russia, to do so.
I would say keep supporting space flight, keep telling the public and the politicians why it's important to advance science and explore the galaxy. I encourage the Japanese to keep doing what they're doing.
Space is very unforgiving business
Of course, you'll have to meet the physical and psychological demands. A space walk takes a lot of energy.
I had done everything I could do as an astronaut, and we have a long line of inexperienced astronauts waiting for their first missions, and so my role really should be to step aside and help them prepare for their missions, rather than to try to get another mission.
There is no one area of chemical engineering that specifically helped me in my career as an astronaut, it was more the general education in engineering. Also, it was a very difficult and rigorous course. So, it made me strong and resourceful.
I loved flying as much as I thought I would and continue to fly aircraft.
Tinkering is something we need to know how to do in order to keep something like the space station running. I am a tinkerer by nature.
Coming down under a parachute is quite different as well. You hit the ground pretty hard, but all the systems work very well to keep it from hurting, so it doesn't even hurt when you hit. It was a great experience to be able to do both.
I think it's good to have competition. Now we have a third country that can launch astronauts, so it's good for all of us. It makes us a little bit more competitive and wanting to be the leader.
My running ambition is to keep doing it until I'm way past the point where I have any business running. Just to keep doing it throughout my whole life—to stay fit and feel good.
One of my challenges was to try to photograph the Great Wall of China. And I did actually take some photos, but it was hard to discern the wall with the naked eye.
I hope that China will continue with space exploration. It would be logical to have international co-operation. I hope that it will come about and that I can be involved in it.
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16 hands-on photos of the new Casio Exilim ZR1000 camera.
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Sample Documents for Cruelty Cases
If you are called upon to assist in an animal cruelty case in your community, these tools can help you accurately document and present information often crucial to a successful prosecution. From identifying animals in large-scale seizures to inventory and evidence logs to histology and necropsy forms, these free downloads – which you can customize for your agency – were prepared or reviewed by Dr. Robert Reisman, Supervisor of Forensic Sciences for the ASPCA's Anti-Cruelty Group.
Sample Evidence Collection and Documentation Forms
- Animal Inventory Log
- Evidence Photo Log
- Cruelty Case Evidence Receipt
- Cruelty Case Evidence Log
- Cruelty Case Packaging Record
Sample Veterinary Forensic Forms
Skin, Hair and Claw Conditions for Cats
- Condition of Hair, Skin, Claws for Short-Haired Cat
- Condition of Hair, Skin, Claws for Long-Haired Cat
- 4-Views Skin and Hair Coat for Cats
Skin, Hair and Claw Conditions for Dogs
- Condition of Hair, Skin, Claws for Short-Haired Dog
- Condition of Hair, Skin, Claws for Long-Haired Dog
- Existing Scars and Injuries
- 4-Views Skin and Hair Coat for Dogs
Documentation for Evaluations and Necropsies
- Medical Evaluation of Abuse and Neglect
- Fixed Tissue Histology Checklist
- Preliminary Veterinary Necropsy Statement
- Final Veterinary Necropsy Statement
- Necropsy Gross Examination Sheet
Sample Identification Protocol
More Lifesaving Resources
The ASPCA's Field Investigations and Response unit travels the country all year-round, fighting cruelty at the source, rescuing animals and helping bring abusers to justice. Do you need FIR's help with investigation or prosecution support? Are you interested in becoming a Response Partner or volunteering as an individual? Here's everything you need to know.
Latest Blog PostsSee All
Three States, Eight Days, One Thousand Animals: Reflections on Hurricane Matthew, Part 2
After 3 days of search and rescue efforts in Georgia and South Carolina following Matthew's wake, the ASPCA Response Team faced historical flooding.


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Toro y Moi gets psychedelic & funky with this alternate version of an 'Anything In Return' track
Tag Archives: Les Sins
The new Junior Boys album is streaming at NPR Music – don't bother sending me anymore music today
The new single from Junior Boys will put a thrust in your hips and a shimmy in your shoulders
Step into the euphoric electronic world of German duo VIMES
Neon Indian gives us an education about life after dark at it's best
– ★★★★☆ by Natalia Morawski
Ahead of his new album release next week, Neon Indian gives us another little teaser
NYC producer Skylar Spence has dropped his new album and damn is it good
Skylar Spence gives us another taste of his new album with this disco-funk-pop inspired jam
Neon Indian shares another new track and announces he has a new album on the way
Toro y Moi has released three new mysterious tracks in as many weeks – what's he up to?
New York City's Neon Indian serve up a delicious slice of new synthy goodness
We give you our thoughts on Toro Y Moi's brand new album
– ★★★☆ by Renee Meznarsic
Toro Y Moi's new album drops next week and here's another of its tracks!
There's nothing like some new Toro Y Moi to brighten up the day
Canadian duo HUMANS have some music that you really need to hear


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On Monday, for the second straight weekday, Access Hollywood's New York correspondent, Tim Vincent, a veteran of the BBC, sported a hammer and sickle T-shirt as he introduced a story. Just as on Friday's show, as documented in an April 15 NewsBusters item, though he wore a jacket over the red shirt with the symbol of the regime which murdered tens of millions and oppressed hundreds of millions more for decades, a gold hammer and sickle was clearly visible inside a gold-outlined red star which, sans the hammer and sickle, would match the Soviet's Red Army emblem. On Friday's edition of the half-hour entertainment news program produced by NBC and aired on all NBC-owned stations (as well as other stations across the country), viewers saw Vincent in the shirt as he led into a preview of the American Dreamz movie. On Monday, viewers couldn't avoid him in the shirt as co-host Nancy O'Dell set him up and he introduced a piece on his role as an extra in an upcoming Nicole Kidman film.
Given Vincent's identical attire and the same background of Rockefeller Plaza, NBC's headquarters, I'd presume both segments were taped at the same time last week.
Video clip from April 17 (23 seconds): Real (760 KB) or Windows Media (880 KB)
Video clip from April 14 (20 seconds): Real (660 KB) or Windows Media (750 KB)
Midway into co-host Nancy O'Dell's April 17 set up of Vincent, the show cut to a spit screen with Vincent in the communist shirt: "Next year, Nicole Kidman will star, alongside Daniel Craig, in The Visiting, a re-make of sci-fi classic Invasion of the Body Snatchers. Tim Vincent not only got on the set, but was an extra, as well. Tim."
Tim Vincent in full screen from Manhattan, with Rockefeller Plaza in the background: "Nancy, what an addition to my growing film resume: Acting with Nicole Kidman. My first job on the set: Breaking that news to Nicole."
The program then cut to a story, narrated by Vincent, which showed him on a movie set as he wore a white button-down shirt with a dark suit.
The April 15 NewsBusters posting recounted:
Tim Vincent, the Britain-born New York correspondent for Access Hollywood, sported a hammer and sickle T-shirt on Friday's show as he stood in front of NBC's Rockefeller Plaza complex and introduced a piece on American Dreamz, the movie takeoff of American Idol. Though he wore a jacket over the red shirt with the symbol of the regime which murdered tens of millions and oppressed hundreds of millions more for decades, a gold hammer and sickle was clearly visible inside a red star. The gold-outlined red star, sans the hammer and sickle, matches the Soviet's Red Army emblem. I don't get it. Is this some kind of cool statement with thirtysomethings, elite New Yorkers or Brits? Or is it just part of some promotion for an upcoming movie? Imagine the proper outrage that would explode if he had worn a Nazi swastika. I put "hammer and sickle t-shirt" into the Copernic search engine and though I did not find the exact shirt adorned by Vincent, I was shocked to find a couple of dozen sites which sell hammer and sickle T-shirts -- and mugs too.
Vincent, a veteran of the BBC as detailed in his posted bio, is also a contributor of celebrity news for NBC's Today show. Access Hollywood is produced by NBC at its Burbank facility and is carried in the early evening by all the NBC-owned stations -- and by affiliates of NBC and other networks in other cities.
Viewers of the April 14 Access Hollywood saw Tim Vincent for 15 seconds with his communist T-shirt as he introduced this story: "With some 30 million people tuning in every week for American Idol, it was only a matter of time before the big screen cashed in. So get ready for American Dreamz, complete with a British gent that everybody loves to hate. Why do they always pick on the Brits?"
Access Hollywood then went to the story narrated by Vincent which included some on-camera time for him, wearing a black shirt, as he interviewed Hugh Grant, who plays the Simon Cowell character.