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Guide to principles of good complaint handling Firm on principles, flexible on process
- Deborah Tabitha Hutchinson
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1 Guide to principles of good complaint handling Firm on principles, flexible on process Clarity of purpose Accessibility Flexibility Openness and transparency Proportionality Efficiency Quality outcomes 1
2 Contents Page Introduction Chapter 1 Clarity of Purpose Chapter 2 Accessibility Chapter 3 Flexibility Chapter 4 Openness and Transparency Chapter 5 Proportionality Chapter 6 Efficiency Chapter 7 Quality Outcomes The British and Irish Ombudsman Association 2007 All rights reserved. No part of this publication may be reproduced in any material form (including photocopying or storing it in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright owner except in accordance with the provisions of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd., 90 Tottenham Court Road, London, England W1T 4LP. Applications for the copyright owner s written permission to reproduce any part of this publication should be addressed to the publisher. Warning: The doing of an unauthorised act in relation to a copyright work may result in both a civil claim for damages and criminal prosecution. A CIP Catalogue record for this book is available from the British Library. 2
3 Introduction The British and Irish Ombudsman Association (BIOA) has many kinds of bodies in membership including ombudsman schemes and review bodies. They range in size from large to small and from national to more local. Some are in the public sector; some in the private sector. Some are statutory and some are voluntary. But all are involved in complaint handling, and all seek to resolve disputes that two or more participating parties have previously been unable to resolve. Every scheme has its own standards and procedures designed to meet the needs of the people and organisations that use them. In the main, these have developed as a result of individual experience. They all however aspire to the BIOA values of independence of judgement, fairness and impartiality, effectiveness and accountability. This booklet seeks to distil the experience and expertise of BIOA s membership. It will help existing Ombudsmen and other complaint reviewers with self-audit and provide guidance for those contemplating new schemes or applying for BIOA membership. In this way it will support the objectives of BIOA, which include the aim to formulate and promote standards of best practice to be met by Ombudsmen in the performance of their duties. The booklet is not meant to be prescriptive or all-encompassing, as schemes vary in size and remit and there is no one-size-fits-all model. BIOA schemes are always seeking to learn from others, so to that extent, the booklet will always be work in progress. In the rest of this booklet we will for convenience call Ombudsmen, commissioners and complaint reviewers, office holders and their organisations schemes. Background Office holders and their schemes investigate complaints against a wide range of government and commercial organisations. Complaints will usually already have been investigated by the organisation concerned. The reviewer s role is to resolve cases that get beyond this stage, where, after the organisation has given a properly considered view, differences still remain between the organisation and the complainant. Sometimes there are shortcomings in how the complaint has been handled, so that when it reaches the scheme, the complainant s grievances may not have been understood or fully considered by the organisation concerned. In addition, the handling of the complaint may itself have become an issue. Sometimes the complainant has unrealistic expectations or an incomplete understanding of his or her rights and responsibilities and wishes to persist against all the evidence. Whatever the circumstances, the scheme will need to understand what has led to the referral. Every scheme is different and deals with differing issues. There are however, many similarities in how we go about our work. In particular, schemes in BIOA membership recognise that to carry out our role effectively, complainants must have confidence that issues will be considered impartially and on their merits 3
4 and that independent judgement will be brought to bear. Process The following basic stages are common to most schemes: receiving a complaint from a complainant seeking a response from the organisation being complained about trying to resolve the complaint as quickly as possible carrying out some sort of investigation to identify the merits of the case, arrive at a conclusion and provide appropriate redress feeding the outcome of systemic findings into best practice within the organisation Key Principles BIOA member schemes are independent of management control from organisations within their remit and are committed to our key objectives, which include the need: to formulate and promote standards of best practice and to encourage efficiency and effectiveness In furtherance of these objectives BIOA has identified seven key principles which support schemes in our work and which people can rely upon when using our services. These are: clarity of purpose, accessibility, flexibility, openness and transparency, proportionality, efficiency, and quality outcomes. In many cases, it is not possible to satisfy completely the needs and wishes of complainants. Incorporating these principles into the complaint-handling process will minimise unresolved issues or feelings of grievance. It may also make the organisation complained against less defensive, and increase the likelihood of achieving both resolution and organisational learning for the future. Clarity of purpose. A clear statement of the scheme s role, intent and scope. Accessibility. A service that is free, open and available to all who need it. Flexibility. Procedures, which are responsive to the needs of individuals. Openness and transparency. Public information, which demystifies our service. Proportionality. Process and resolution that is appropriate to the complaint. Efficiency. A service that strives to meet challenging standards of good administration. Quality outcomes. Complaint resolution leading to positive change. Each of these principles is covered in more detail in the chapters that follow. Please note that commentary or points made in some chapters are repeated in others where it is necessary to emphasise matters that have relevance to more than one principle. Whenever this occurs, the text will include a cross-reference to other chapters. 4
5 Chapter 1 Clarity of purpose A clear statement of our role, its intent and scope 1:1 Introduction All BIOA schemes are independent of management control from organisations within their remit, so that people can have confidence in their impartiality and in the way their complaints will be handled. Independence is fundamental to our role. Many schemes are governed by statutory limitations on the types of complaints they can consider or how they can be referred. Some are limited by contractual or other arrangements which define the issues they can consider and when they can do so. As a consequence, it is essential to explain why we exist and what we do, so that people know what to expect from their contact with us. The factors below all play a part in achieving this objective. 1:2 Understanding our role The primary (or core) role of office holders and their schemes is to look into complaints in a proportionate and impartial manner, and bring matters to a fair and reasonable conclusion. In most cases, complaints will have defied earlier resolution by the organisation complained about. Our role is wider than that of a regulator, with a statutory role in placing obligations on organisations within their remit, for example by setting service standards or placing financial limits on charges to customers. It is also wider than courts or tribunals, which will generally be limited to considering whether action is lawful. Our role is rather to consider and resolve individual complaints about poor service or unfair treatment. This is not an easy task, as it requires the scheme to balance the views of the complainant against those of the organisation and, based on the merits of the case, achieve a just result for both. However, we also have an important secondary role. As a result of our work, schemes are able to identify how organisations can improve the way they do things and reduce the likelihood of similar complaints arising in the future. Schemes aim to strike a balance between these sometimes competing requirements (see Chapter 7 Quality Outcomes). 1:3 Leadership Most schemes are led by an appointed office holder or a number of such individuals. As 5
6 the public face of their own organisations, they need the necessary experience, skills and authority to engender confidence in them and their scheme. Their role is to promote the vision and values of the scheme and, in particular, to demonstrate the independence of thought and spirit that will promote public trust in their judgement. Similarly, they must provide guidance and support for people within their schemes by setting clear goals, defining success criteria and developing an organisational culture, which facilitates a positive and enabling role in the settlement of complaints. 1:4 Clear objectives A scheme s principal aim is to secure a just and proportionate result, which brings closure for the complainant and the organisation. For many schemes, this decision will be the complainant s last opportunity to settle the dispute. A further purpose of the process is to identify the reasons why complaints arose and were not settled by the organisation concerned. This may highlight a weakness in an organisation s administrative or complaint-handling processes, which can be brought to the attention of senior managers, who are accountable for making appropriate changes and improvements. Some schemes make decisions that are legally enforceable. Most do not. Even where it is not compulsory to do so, organisations within the scheme s remit should be encouraged to accept findings and implement recommendations made by, or on behalf of, the office holder. This is necessary if the scheme is to have credibility in the eyes of complainants. Follow-up is essential, both to confirm that action has been taken, and to provide public assurance. Whilst it is necessary to ensure that the scheme responds to people and situations in flexible and proportionate ways, the scheme must remain focused on achieving quality outcomes that lead to positive change (see Chapter 7 Quality Outcomes). 1:5 Clear communication Clarity of purpose is achieved by communicating well. Public information should explain the scheme s vision and values, its objectives and service standards. All publications must be easy to obtain and simple to read, using plain language and avoiding technical jargon (see Chapter 4 Openness and Transparency). Engagement with complainants and others should be designed to avoid doubt and misunderstanding about the reason for the contact and the information that is requested or provided. Internal guidance should support the achievement of the scheme s objectives and articulate the standards against which the service will be judged. 1:6 Clear and consistent processes Schemes should develop standard processes for responding to complaint referrals. They should be designed to meet complainants needs but also to cope with unusual and complex cases (see Chapter 3 Flexibility). Complainants should be given a clear explanation of the criteria for accepting complaints and a step-by-step guide to the way they will be addressed, including what service standards they can expect in terms of speed, detail and staff behaviour. Clarity about what can be achieved and what is not possible is vital to a complainant s understanding of the 6
7 scheme s role. If the scheme cannot help someone, wherever possible that person should be given information about alternatives. It is especially important to make it clear when matters have been brought to a conclusion. A final letter or report should set out a synopsis of the facts taken into account, describe the result of the review and, where appropriate, the reasons for decisions that have been reached. It should also direct the complainant to any further help he or she can get if the communication received is not fully understood or there is dissatisfaction with the service or outcome. This should include how to make representations against a decision. Consistency must not equal complacency. The scheme s service should be regularly reviewed in the light of feedback from complainants and organisations within its remit, to ensure that it continues to meet changing demands and circumstances (see Chapter 6 Efficiency). Schemes should continue to look for improvements in service provision and be prepared to learn from and assist others in BIOA membership. Notes 7
8 8 Notes
9 Chapter 2 Accessibility A service that is free, open and available to all who need it 2:1 Introduction Schemes must constitute realistic and usable ways of seeking independent redress. Therefore, for those who need to use them, they must be known about, free to use, open and available. Methods of access to schemes will differ from one scheme to another. For example, whilst most referrals can be made by complainants or their personal representatives, some referrals must be made by Members of Parliament or other authorised representatives. However referrals are made, it is important that people have the information they need to be able to take this step within the appropriate time-frame, and that the organisation complained about does not filter access. A particular advantage that schemes offer a complainant in terms of accessibility is that the service available to them is free. This means that people do not need to worry about whether they can afford to have their complaints properly considered, in order to get an independent view of what has happened. 2:2 Awareness A scheme should ensure that it takes all reasonable measures to make the general public aware of its role. Promotional material should be available at places where potential complainants are likely to gather or seek information. This includes any organisations covered by the scheme, Citizens Advice and other voluntary sector organisations, reference libraries, tribunals and courts. Other means of advertising the existence of a scheme, such as telephone directories and links from relevant websites, should also be considered with the object of increasing public awareness. Logos should be displayed on letterheads and advertising material, so that the scheme is easily recognisable. To ensure ease of access to all those who need it, the scheme must be well known within the organisations covered by its activities. Those organisations, should refer potential complainants to it as part of their own in-house complaint-handling procedures, and be able to give helpful information verbally as well as in complaints and other promotional literature. 9
10 2.3 General accessibility It is important to make it as easy as possible for complainants to access schemes. Schemes should develop standard methods of responding to complainants, which will be appropriate in most situations, and support consistency (see Chapter 6 Efficiency). That should not prevent them from recognising and responding to the individual and unusual needs of some potential complainants or responding to contact in a proportionate manner. Whilst accessibility to schemes will differ depending on size, location and remit, complainants must be given as many ways of contacting schemes and referring their complaints as is practically possible within legislative and other constraints. Most should be able to do so by letter, or telephone. It may also be helpful to consider other methods of communication commonly used by particular age or social groups, such as SMS text messaging. Although most schemes welcome contact by telephone, it should be borne in mind that some people may find it hard to make phone calls during standard office hours. It may therefore be helpful to offer out-ofhours contact or make other arrangements for people to complain. Where it is practicable, some schemes may be able to arrange for complainants to do so face to face. Schemes should regularly check how easy complainants find it to access their services, for example, by issuing customer satisfaction surveys and consulting focus groups. 2.4 Special accessibility needs It is important to identify potential barriers to bringing a complaint and ensure as far as is practicable, that the processes, principles and practices of the scheme are designed to mitigate them. For example, some people may need advocates or other representatives to act for them in referring their complaint. Others may need other practical assistance. For this reason, information should be available to help people obtain the help they need. Schemes have a responsibility to provide a service that accommodates the special needs of different groups and individuals in the community. A complainant s personal situation and background should not be a barrier to bringing a complaint. In each individual case, it is also important to ask individuals what specific help they need to express that complaint, rather than make assumptions. Although not a comprehensive list, some of the possible barriers to access are described below: Literacy and language Differing levels of literacy and uneven communication skills may result in some complainants not understanding the jargon used in complaint forms, or having difficulty in articulating abstract concepts. It is therefore important to ensure that documentation is written in plain language. A scheme may also consider helping complainants complete their documentation. When English is not the first language of the complainant, even conversational fluency in English as a second language may not be sufficient to allow the complainant to communicate confidently and effectively in official language. Ways of mitigating this issue might include the translation of key documents into other commonly used languages and a phonebased translation service. Some countries have more than one official language and 10
11 there may be statutory obligations on schemes in those countries to conduct business with complainants in languages other than English. Socioeconomic differences It may be appropriate to take account of the special needs of some potential complainants from particular backgrounds or communities. Enabling wider accessibility may include diversity training to help staff identify concerns of people from different backgrounds and to understand when gender, age, race, culture etc. require particular consideration. Wherever possible and practical, a scheme should consider the diversity of its own workforces and how far it reflects the diversity of the public they seek to serve. Disability Disability-awareness training for staff may help them to assist people with physical and mental disabilities and illnesses and to consider pragmatic individual solutions. For example, it may be necessary to arrange investigator visits for those who are housebound. It is also important to question common assumptions. For example, publications in Braille might seem like the answer for people who are sight-impaired but many registered blind people do not read Braille. So dialogue with relevant consumer and voluntary groups is important. 2.5 Commitment It is important for schemes to seek to do more than simply meet legal requirements relating to accessibility. A legalistic approach to this issue would concentrate only on compliance with the provisions of relevant legislation such as, for example, the UK Disability Discrimination Act or the Welsh Language Act. A genuine commitment to accessibility is more than just a matter of ensuring disabled access, induction loops, providing leaflets in various languages etc. It is about proactively opening up widening access, literally and metaphorically for all kinds of people who might not otherwise have the knowledge, confidence or ability to complain. This may require significant political, behavioural and process changes right across an organisation. Notes 11
12 12 Notes
13 Chapter 3 Flexibility Procedures that are responsive to the needs of individuals 3:1 Introduction Whilst there are some general principles for good complaint handling that should be applied firmly, there should also be some flexibility in the process of dealing with complaints. As such, flexibility is a principle in its own right. BIOA believes that complaint-handling procedures should be designed to provide a range of options that can respond to the varied needs of complainants. However, it is accepted that not all schemes will need or be able to offer all possible options. At all stages during a scheme s complainthandling process, there should be enough flexibility to allow each complainant to feel that they are being treated as an individual and that the complaint will be dealt with on its own merits. 3:2 Initial contact and expressing the complaint Schemes should use a wide range of options for making the general public aware of their existence (see Chapter 2 Accessibility). Many potential complainants may not be sure if a scheme can address their particular problems. They should be able to make initial contact to check this out in a variety of ways, including telephone, letter, fax, or . For most schemes, a complaint can usually be raised by the complainant personally, or by anyone authorised by them, including a legal representative. However, in some cases, referral must be through a Member of Parliament or other authorised representative. Although most complainants are able to make a complaint by themselves and in their own name, this must not be a precondition of referral (see Chapter 2 Accessibility). However complaints are referred, it is essential that the scheme is able to reach a clear, shared understanding with the complainant of the issues of concern to them. 3:3 Options for resolution Most complaints are referred to a scheme after an in-house complaint-handling procedure has failed to resolve a dispute. It is important to build into the scheme s process, opportunities for early resolution. This may be an attempt to reach a 13
14 settlement by mediation or conciliation before investigation begins, or for settlement to be achieved at any stage of an investigation and before it is completed. Complainants come to schemes for a number of reasons and may seek redress of different kinds. For example, some complainants are seeking an explanation of what has happened in their case and why, and an acknowledgement that they have been badly treated. Others are seeking financial compensation. It is important that schemes have authority to offer a range of redress options for seeking resolution of a dispute. These should at least include an apology from the organisation to the complainant, and remedial action by the organisation and / or financial redress for the complainant (see Chapter 5 Proportionality). Of course, resolution of a dispute may involve a combination of any of these options, together with any other that may be particular to that dispute. In some cases, a scheme will be unable to assist complainants with redress itself, but it should do what it can to point complainants in the direction of others who can help and advise them. 3:4 Options for investigation A scheme s investigation may involve complaint handlers speaking to the parties concerned or, if appropriate and practicable, meeting them so as to allow an opportunity to be heard. It may also, or alternatively, involve an analysis of written information presented by each party, and direct contact with the parties may be limited to seeking clarification. It may require seeking additional information from relevant third parties. Whatever process is used, sufficient investigation must be conducted to be able to reach a clear and reasoned conclusion about the merits of the case. Most schemes will have procedures that deal with complaints according to timescales on a first-come, first-dealt-with basis. However, schemes should also have procedures that allow for fast tracking certain cases. It will be up to each scheme to determine the criteria for fast tracking, but an example might be to deal with a case before a date set for a court hearing. Additionally, schemes may take account of the inherent risks posed by particular complaints or circumstances in deciding how to progress a case. These might include the health of a complainant, the potential for a disproportionate use of resources (see Chapter 5 Proportionality), or the wider public interest in the case. 3:5 Enforcement of judgements Some schemes can make recommendations that are binding on the organisations concerned and some cannot. Whenever recommendations are made to an organisation, its response should be recorded and the implementation of any recommendations monitored. The scheme can then explain what has happened, both to the complainant and, where appropriate, publicly. 14
15 Notes 15
16 16 Notes
17 Chapter 4 Openness and Transparency Public information which demystifies our service 4:1 Introduction A scheme is expected to have a policy of openness and transparency in relation to what it does, how it does it and the results it achieves. This is fundamental to accountability. It enables a scheme to demonstrate fairness of approach, which in turn increases public confidence. It also ensures that a scheme is not perceived as exclusive, secretive or unwilling to be open to public scrutiny. Schemes should follow this policy despite the risk that this might expose weaknesses. It is essential to publish information about performance as a motivation toward improved quality of service delivery, and as an example to organisations within the remit. Nevertheless, there will be occasions on which statute, contract, or good practice require discretion about the information that can be given to individuals or made public. An example is where there is a justifiable need to preserve anonymity or where there is a clear understanding that information will be handled confidentially. In these situations, any apparent lack of transparency must always be capable of justification. 4:2 The office holder Office holders are expected to undertake their roles in the public interest and without fear or favour. The basis of their authority, which may be legislative or contractual, should be made public so that the source and extent of their remit, duties and discretion may be readily understood and afford confidence in their independence. (See Chapter 1 Clarity of Purpose) It is generally expected that the initial appointment of the office holder will be through an open process without a predetermined outcome and which adheres to appropriate national codes of practice relating to public appointments. Terms of office should be published and be of sufficient certainty and duration to secure independence. If activities or authority of the office holder are delegated to others, the terms on which this happens should be openly available to anyone who needs 17
18 to understand how complaints will be managed by the scheme. 4:3 Governance arrangements Schemes may be managed in different ways. Some have boards or other forms of governing body, whilst other office holders are accountable through an agreed mechanism provided for by contract or by statute. Whatever arrangements are in place, it is good practice to publish details of internal governance policy and procedures. Where there is a governing body, it is also good practice to appoint the chair and members in accordance with the codes of practice referred to above, in order to preserve confidence in the independence of the scheme and its leader. There should also be a published statement of its authority, its role and its objectives, together with clear information about how and to whom it is accountable. 4:4 Open communication A scheme s communications strategy should take account of the needs of complainants, staff, and other stakeholders (see Chapter 2 Accessibility). Subject to the reasonable requirement to protect confidential personal or other relevant information, and issues of specific case-investigation privacy, there should be a presumption in favour of information being made freely available on reasonable request. It is good practice to set out clearly what the scheme can and cannot do, as well as the processes and procedures used to review a complaint. So far as it is possible and practicable, final determinations should be published in a way that enables everyone concerned to understand the evidence, the application of rules and policies and the reasons for any conclusions reached. Additionally, schemes should openly state whether and, if so, how people can challenge decisions or complain about the service received (see Chapter 1 Clarity of Purpose). Some schemes make their determinations public and, where this is the case, they should be available for convenient reference by their stakeholders, who should also have easy access to the policies and procedures that lead to decisions. External publications and internal guidance should be tested regularly to make sure that they properly describe the scheme s objectives and the standards to be expected (see Chapter 1 Clarity of Purpose). 4:5 Stakeholder relationships Schemes generally fall into one of two categories: public or private sector. In each case it is important to have constructive relationships with the organisations in remit. This is an opportunity to exert positive influence through a partnership approach towards improving an organisation s own service standards and those of other similar organisations. For public sector schemes, this means forging appropriate links with for example, central and local government. For private sector schemes, it means getting to know the industry and the influential organisations within it. The development of open and productive dialogue with stakeholders is an essential part of securing co-operative responses in situations where the scheme challenges the service that has been given in response to individual complainants. In the public sector, this may involve criticism of particular agencies, and commentary on the efficacy of current legislation and policy. In the private sector 18
19 too, judgements and comments made can affect commercial interests, putting at risk reputation and profitability. This can lead to unwarranted friction if all eyes are not on the clear goal of serving peoples interests in the best way possible. The willingness to work with the scheme and learn from complaints reviewed, requires confidence in the advantages to be gained by demonstrable commitment to good customer service. Whether in the public or private sector, organisations are more likely to understand, trust, and comply with the scheme s determinations if they have a clear appreciation of its vision and values, an awareness of the review process and any mechanisms for assuring quality, fairness and consistency. To secure wider public understanding of the scheme s role, relationships with consumer representative bodies and other statutory and voluntary sector organisations are valuable. These can help to spread the word about the scheme and encourage people to seek its help when the need arises. Another important aspect of raising awareness is through interaction with the media. Whether this happens by accident or design, passively or proactively, office holders and other scheme representatives should always be as open as possible about the scheme and its purpose, give clear and unambiguous information and use the occasion as an opportunity for promotion, information and education. Notes 19
20 20 Notes
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|BYWORD | READERS WRITE | ADVERTISE | CONTACT US | SUBSCRIBE | COVER GALLERY | JOIN US ON FACEBOOK | 100th ISSUE | HOME
|Current Issue
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|BYWORD | READERS WRITE | ADVERTISE | CONTACT US | SUBSCRIBE | COVER GALLERY | JOIN US ON FACEBOOK | 100th ISSUE | HOME
|Current Issue
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Multicultural Brew
|Text by Nisha Paul and Photographs by Sohail Anjum
Published: Volume 15, Issue 4, April, 2007
Refined and powerful just like the beer he manufactures, London-based Karan Bilimoria is the first Parsi to be recently awarded a peerage to British Parliament's upper house, The House of Lords, as a 'cross bencher' (without affiliation to any party). Verve special correspondent, Nisha Paul has a free wheeling chat with the business baron and his charming South African wife, Heather Bilimoria at his office in Fieldon House, in Little College Street, adjacent to the House of Lords, on a rainy London morning
Karan Bilimoria's multimillion-pound business, Cobra Beer is a household name today and he has written an intriguing book, Bottled for Business, The Less Gassy Guide to Entrepreneurship, which explains the burgeoning portfolio of his products and unearths the ups and downs of introducing the world to his special brew. He was surprisingly running late, busy dropping his children to school which he explained was a true privilege given his hectic travel schedules and long hours.
Can you both tell us a little about your childhood?
did you two meet?
How did you get into the beer and wine business?
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Dr. Trupti Shirole's Profile
Dr. Trupti is an Ayurvedic physician experienced in managing various chronic and lifestyle disorders. She is an avid blogger in current medical trends along with focus on wellness and preventive care.
Written / Edited / Medically Reviewed
Yellow Fever
Yellow fever is a hemorrhagic fever that is transmitted by infected mosquitoes and it can lead to liver failure and death.
Dyslexia is a reading disability that occurs when the brain does not properly recognize and process certain symbols.
Autism is a neurodevelopmental disorder typically characterized by impaired social and communication skills combined with repetitive movements.
Osteoporosis is a bone disease that leads to an increased risk of fractures. The bone mass is reduced and the bones are porous, thereby resulting in weakness of the skeletal system of the body.
Abnormally enlarged and dilated blood vessels of the anal region are known as hemorrhoids.


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Baroness GI Joe Rise Of Cobra SDCC 2009 Exclusive 12" Figure
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This Baroness GI Joe Rise Of Cobra SDCC 2009 Exclusive 12" Figure is in good condition. Figure does not appear to have been removed from the package. Please see pictures. Pictures shown are of the actual item(s) you are bidding on. This auction includes only what you see pictured. Auction includes: Baroness GI Joe Rise Of Cobra SDCC 2009 Exclusive 12" Figure SKU: jjdesk-3-160791-jj
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We do our very best to accurately describe our items, however... read more


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Installing the OneClick app on an Apple device.
A PDF document of these instructions with images is also available.
(These Instructions are written by Recorded Books and can be found on their help page here: http://harriscotx.oneclickdigital.com/en/Help/Help.aspx)
The following instructions will assist with download and installation of the OneClickdigital Application for the Apple iPhone. This process will require internet access or 3G service and valid Apple ID and password.
1. From the iPhone home screen, tap the App Store icon.
2. The search option screen will appear. Enter OneClickdigital into the search field.
3. Tap the blue Search icon.
4. The OneClickdigital Application icon will appear for installation. Tap INSTALL.
5. The Info screen will appear with a brief description of the application. Tap the blue INSTALL button.
6. Enter your Apple ID Password and Tap OK.
7. The OneClickdigital icon will download and install. Tap the OneClickdigital icon to access the application.
8. The region selector will appear; drag your finger up the rotating barrel to position your region in the blue shaded bar.
9. Tap Done to save your selection.
10. Enter your OneClickdigital username and password, then select Login.
You will have the option to save your login information by Tapping the check box next to Remember Credentials. This option will save your credentials for the next time you access the OneClickdigital App. If you do not have a OneClickDigital username and password, please follow these instructions to create one.
11. Any titles that you currently have checked out will show on the My Titles page. To check out a title, Tap the Browse More Titles option.
12. Your OneClickdigital Library website will display, which will enable you to search titles for checkout. Pinch your fingers out to zoom out for easier viewing. Tap the Login option and fill in your username and password. When you have selected your title, Tap the title icon.
13. The title checkout page will display, Tap Checkout Now. The title page will return with the title checked out, Tap Close.
14. The My Titles page will display; pull down the page to refresh and load your title. Tap the arrow next to the title you would like to download.
15. The title will display while the download process occurs. You will need internet access or 3G service to complete the download. You can listen to the title as the download takes place. Tap the open book icon to display the chapters that have finished downloading.
16. Titles that appear in bold black have completed downloading; the titles in gray have not been downloaded.


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Valentine's Non-Licensed Plush Mix 144 ct
$ 285.95
Valentine's Non-Licensed Plush Mix - A great and inexpensive Valentine's mix is the perfect way to attract customers at the holiday. This bright pink and white assortment features hearts, bears and other lovable characters - perfect for anyone's sweetheart.
Availability: Usually ships within 1 business day
Shipping: FREE SHIPPING when you buy 4 or more. Promo applies to all products with this notice.
Note: Products receive occasional updates and may differ slightly from photo.


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Donald Miller Quotes About BooksQuotes about: Books
Here's the truth about telling stories with your life. It's going to sound like a great idea, and you're going to get excited about it, and then when it comes time to do the work, you're not going to want to do it. It's like that with writing books, and it's like that with life. People love to have lived a great story, but few people like the work it takes to make it happen. But joy costs pain.
I fell in love with books. Some people find beauty in music, some in painting, some in landscape, but I find it in words. By beauty, I mean the feeling you have suddenly glimpsed another world, or looked into a portal that reveals a kind of magic or romance out of which the world has been constructed, a feeling there is something more than the mundane, and a reason for our plodding.
Sometimes when I watch my dog, I think about how good life can be, if we only lose ourselves in our stories. Lucy doesn't read self-help books about how to be a dog; she just IS a dog. All she wants to do is chase ducks and sticks and do other things that make both her and me happy. It makes me wonder if that was the intention for man, to chase sticks and ducks, to name animals, to create families, and to keep looking back at God to feed off his pleasure at our pleasure.
*I want to keep walking away from the person I was a moment ago... *So soon you will be in that part of the book where you are holding the bulk of the pages in your left hand, and only a thin wisp of the story in your right. *We get one story, you and I, and one story alone....It might be time for you to go. It might be time to change, to shine out.
Do I still think there will be a day when all the wrongs are made right, when our souls find the completion they are looking for? I do. But when all things are made right, it won't be because of some preacher or snake-oil salesman or politician or writer making promises in his book. I think, instead, this will be done by Jesus. And it will be at a wedding. And there will be a feast.
I posted chapters online and let people give feedback, and I was surprised at how much of that feedback I actually used for the book.I posted chapters online and let people give feedback, and I was surprised at how much of that feedback I actually used for the book. It was a different process for me, but I liked it.
When you write, you're alone in a room. And when someone reads a book, they're alone in a room, too, usually. It's a really intimate exchange. And so people ask me where I get the boldness to talk about this or that, but I didn't feel like it required any sort of courage, because I was alone. Sometimes it feels weird for people to read it.
Donald Miller
- Born: August 12, 1971
- Occupation: Author
- Cite this Page: Citation


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Is it possible, or even a good idea to name one's living trust the beneficiary of one's IRA and 401k accounts.
Possible, yes, but the income tax implications are severe. You would want to do that only if you had a carefully crafted strategy and a very good reason.
You say that the tax implications can be severe but you do not explain. Curious minds want to know.JackBD
IRA and 401K funds are not tax free; they are tax deferred. Whenever the funds are paid out of the accounts, the money over aftertax contributions is current taxable income and is taxed at current rates. If the account is large, that can easily be 39% Federal plus state and local up to 15% or so.When individuals are beneficiaries, they usually get the opportunity to collect the money over a period of years--at least 5 years. That spreads out the tax load, can reduce the rate, and gives time to develop strategies to reduce income taxes due.So get expert advice before making a trust beneficiary of those accounts.
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Carlos Carvalhal has defended his decision to sell striker Stevie May to Championship rivals Preston North End.
The Scotland international returns to Hillsborough for the first time since leaving the South Yorkshire club a month ago. Preston paid £1m to capture May before the transfer window shut.
Carvalhal, Wednesday's head coach, told The Star: "He was one of the players who wanted to play regular football. As soon as he told me that, I wasn't going to stand in his way.
"He came with a lot of expectations and having scored a lot of goals in Scotland.
"I started to talk to the chairman to try and find a player for the same position. We had expectations with Fernando [Forestieri] and he came in.
"We got an offer so it was natural. Stevie wanted to play, we got a player in that position (Fernando Forestieri) so he went to Preston to be happy."
With Joe Garner suspended following his red card against Wolves, May could be recalled to the starting line-up.
"Stevie is a good player so we have got to keep an eye on him," said Carvalhal. "They [Preston] have good players in attack who are very dangerous so we must be careful with them.
"He will give the maximum but so will we."
May insists there are no "hard feelings" over his Owls exit.
"Ideally I would have been playing at Sheffield Wednesday when the season started but the new manager came in and things had changed," he said.
"That's football, there are new owners at the club and the focus has changed a bit.
"They are really going for it now, they've put a lot of money in.
"There has been a lot of signings and a lot of money spent, so there's a whole load of players there not getting a game on a Saturday.
"I think there are over 30 players in the squad, so people are always going to be left disappointed.
"Only eleven can start games on a Saturday, so that's a lot of people being left out.
"I just didn't want to be training every day then sitting in the stand or in the house at weekends.
"I want to be playing football so it was best for me and best for Wednesday if I left.
"I was probably just a bit unlucky. Sometimes in football things happen that you can't control.
"Wednesday got money to spend and the outlook changed, that's life. "f they are signing people for good money then they're the ones who will get a crack at it first."
It is not just May with Wednesday connections on Preston's books. They also have Chris Kirkland, Marnick Vermijl and Will Keane. Vermijl is not allowed to play due to the terms of his loan agreement.
He said: "There are a good few of us who have played there and we are all looking forward to it. It is a good prospect to go back and play at somewhere you have been before and we are all looking forward to it.
"The history of the stadium, the size of it, it has a lot of character, but if we can start well and get on the front foot from the start, then anything can happen. They will be in good spirits from the recent results they had and it should be a good fixture."
For our Owls news and opinion on twitter follow here
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Livingston County Most Wanted
The Livingston County Sheriff's Office has added a new person to their most wanted list. Gregory Anderson is wanted for alleged probation violation. He was originally sentenced for two charges of possession of a controlled substance with the intent to distribute. He is described at a white male, six-foot-one inch tall, 240 pounds, with brown hair and blue eyes.
Category: Headlines, Local News, News


text: Marketers as publishers By Sean Callahan. Published on July 23, 2010. In a July 22 post on "Joe Pulizzi's Blog," Pulizzi contemplates the increasing similarity between publishers and marketers, who are publishing more of their own content these days. "Engagement has never been a problem for publishers," Pulizzi writes. "Today's issue for publishers is monetizing the content. As a marketer, you don't have that problem. There is one clear exception between marketers and publishers. Marketers monetize their content by selling products and services, while publishers sell advertising or subscriptions." READ MORE Most Popular In this article: BtoB


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The official forum of the Hongfire VH Translation Team.
Violated Heroine Translation Project
Technical Issues
Vh 100813 variables movement + text box issue EDIT: SOLVED
Join date
Subject: Vh 100813 variables movement + text box issue EDIT: SOLVED
13th August 2010, 6:38 am
Version 100813 has arrived (seek the link on hongfire, http://www.hongfire.com/forum/showthread.php?t=100606&page=239 )
I could get it this time. There is a technical changelog, meaning it only covers mechanism changes. They moved some variables. They listed which ones, and for each of them they listed Map that were touched and events on these, so they modified every of them to work with new var. Thing is they modified Nanako's var, like exposure, cum in, etc ^^ so it pretty much affected every H events and many maps. You'll see by yourself the content of the technical log. Meaning adapting the translation is getting more and more tricky (but keep hope).
I still haven't solved that 2-3 lines text box issue =( So I can't event finish my work that sux so bad, it's driving me insane cause I can't see a single reason why it doesn't work. I've read a lot about fonts, but Rm2k is old so only fixes I found didn't work and those that would probably have worked are dead links. If it's a problem of font, of course. SO. I'm stuck in my search my work and my analysis. And versions keep flowing. That's bad
Here is one thing I can try. I need your Rm2k version, BB. Just the prog, no RTP. Not the installer ; the files.
Pack the directory with the exe etc (but no rtp) in a .rar file or something, and let me get these if you will. Add with these four font files of your system, found in Windows\fonts: ms gothic, ms mincho, rm2000 and rmg2000.
It seems it MIGHT solve the problem if it comes from an evercorrupting install process that could, some way or another, linked to my system not installing correctly no matter what. SO if I unpack your install directory and install these four fonts it should work. If it doesn't that means it comes from, I don't know, my system... or MS gothic, being the only font I can't uninstall... I don't know but it'll help me narrowing the investigation. If it works, good, problem solved.
I FIXED IT. CAUSE I'M A GOD YOU KNOW. xD It took me, well, about 8 hours since yesterday, but I found a way to fix it xD As you may imagine, it's a very complicated way ^^ BUT, it can fix a lot of things =)
Allright. With this way you can solve all font issues, all lines issues, BUT you have to know where to look in a .exe editor, and I don't, so I'll only cover solution to this particular problem ^^ It doesn't solve the Note boxes issue because I don't know where to edit... yet =)
So here is what I did.
First of all, the main thing you should know, the Version 1.07E is not legit. It's a false version, 1.05b hacked, it is stated when you prompt the version box. This is probably what triggered all those problems.
Anyway, as we all know we experience fonts issues for japanese, when we begin using Rm2k with no modification on Windows XP. SO we can use Moshix fix, or if you are gifted with .exe editing, you can customize your Rm2k.
I think it's easier for now to use the fix, as I haven't dug into the editing far enough. Once that fix is used everything should be displayed fine, a little small but fine.
But you can stumble upon the dreadful bug of death-lines oO OMG ! IT'S HERE !
It means you can not write more than 3 lines of text or note, in a box, and you can't edit more than 2 (it eats the rest and it disappears into oblivion if you click OK).
I searched a lot about where this comes from, why, and who exprienced it. I found VERY FEW forum threads =/ Most of the fixes for fonts were not exactly adressing this issue. But there was one guy... His problem wasn't solved but someone had the same issue and it was solved. Everything was pointing to a font issue.
The guy whose problem was solved just reinstalled some fonts provided by a user. The link was dead. Also it seems that a long time ago Rm2k had a font directory. I don't know for yours, but mine doesn't. So it seemed that this could be solved by fonts... hmmm... what was wrong with mine ?
I deleted MS mincho, RM2000 and RMG2000 fonts. Not MS gothic cause I can't, it's always in use.
I reinstalled... still did not work. In fact, RM2000 and RMG2000 are NOT coming back. But Rm2k works oO. I found this weird. I dug a bit. Rm2k seems to use a lot of fonts in fact. Tahoma, Arial, MS gothic, things like that. Some Ms Serif too ?
Then two things helped me. First I noticed that my text box was short. In fact if Rm2k had let me input 4 lines it would have gone a bit out. That didn't seem normal, since there is plenty of place on screen why would the box be so small that I can't fit 4 lines ? Big clue here.
And second I went back to the only thread discussing it and someone pointed to a trick to make bigger boxes, possibly up to eight lines. I checked the technique.
It uses a very useful program called Resource Hacker
found here: http://www.rpg-maker.fr/index.php?page=programmes&type=3
This lets you edit an .exe file, if you know what to do.
The trick is found here: http://gamingw.net/forums/index.php?topic=19518.0
look for the
"Special Message Box Guide Trick // By Bobberticus (click to reveal)"
You COULD follow instructions. This will probably solve your problem but mess up your font when in-box. It will be Lucida, so no japanese displayed. This can be solved too.
Here is the variation to this trick:
Follow the step to find the TFORMEVCMD10110 thingy in the .exe edition.
Here, instead of copy pasting his script, I modified surgically:
At the beginning, third line
this will increase the size of the box overall.
further down, 4 lines after TTabControl, there is another Height parameter:
Set it to 100
this will increase the size of the text box inside the box, but not the editable size, just the size occupied.
A little bit further, after TFixedMemo, change this Height
to 80
This will finally increase the size of the editable part, so you can get more lines... you can get a lot of these if you edit these 3 Heights further, however keep in mind the text box INGAME will handle 4 lines. Increasing these further is for eye comfort, because...
You can edit the font too. If you took Moshix's fix, it should be MS serif, size 12. Leave it like this if you followed my steps. If you want to have it bigger, you'll have to search a bit by yourself the values to make the box fit.
NOW. Your buttons in the box are all messed up. This can be fixed too. You start to get the idea right ? there is parameters for each objects of the box, so further down are three sections, ButtonOk ButtonCancel and ButtonHelp. Set their "
" value
to 118
This will lower them and fit the box I redefined before.
All right, now a little candy...
You know in Rm2k there should gray lines in text boxes that shows where to stop writting to not go off screen. The second gray line is for normal situation and the first is for when there is a picture displayed (like with Cephilia). It can be incredibly useful for editing and correcting. But if you have the same problem I have, you barely see them, if you see them at all. Let's fix this too.
Back in Resource Hacker, same place ! Go back a little higher, before the Button thingies. There are to section "object Line" 1 and 2. Yep that's it. Edit their Heights
to 60
and change the Opaque parameter
by replacing True with False
And ta-da, your gray lines will appear and fit the new window. Life is sweet, isn't it ?
Once you want to save a change, just click save in Resource Hacker. it will make a backup in the same directory usually. Then launch Rm2k and enjoy ^^
Note that this corrects the problem for message boxes only, not Note boxes. I will correct it when I know where to look in Resource Hacker.
SO. What was the problem to begin with ? A very stupid thing in fact. The box was too short. Yup you hear me. Rm2k installs itself with a set size for boxes and fonts. And it stupidly installed itself with a too short size for its fonts setting. Very very stupid. As for "why", my guess is resolution/screen related ^^ if your screen is too wide maybe... else it is the graphic card but, seems unlikely to me. Whatever, it's really a stupid problem. The box was just too short and you absolutely can't write out box.
You too can have fun with the .exe now if you want to try to customize something. Have fun ^^ And long life to the 4 lines text box !
Edit2: and yes I did find all of this by myself >< At least, once I had Resource Hacker in my hands. So please tell me if you fixed something with it, just because it feels good to be useful
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Subject: Re: Vh 100813 variables movement + text box issue EDIT: SOLVED
13th August 2010, 9:22 am
I like double posting for my victory, so, here is little things I found after a little more testing:
-I had 4 lines before using Moshix's fix but no japanese symbol because Rm2k is not set for it.
-I have 3 or 2 lines after using the fix and japanese is correctly displayed because Moshix set the .exe to use SHIFJJIS_CHARSET instead of default, everywhere (gratz)
-Moshix did not screw up anything, in fact, as I said before the origin of the problem is probably that Rm2k is stupid graphic/screen -wise ^^
-When using that Charset, symbols turned out to be bigger in my text boxes thus using too much space. That could not be predicted.
-Extending the box by toying with parameters as said before, in Resource Hacker, fixes the issue for message text box.
-If you want to fix Note text box, look into TFORMEVCMD12410 and do the same kind of changes. Maybe the exact same works, in fact ^^ Might need a little more space.
(maybe Width, since comments can be wider than messages)
That's all folks.
Vh 100813 variables movement + text box issue EDIT: SOLVED
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text:
As Virginia and Virginia Tech open preseason football practices Monday, both teams have less than four weeks before they kick off their seasons — not much time for programs that still need to get squared away in a lot of areas.
There's pressure of different varieties in both camps. Pressure to save coach Mike London's job at U.Va., which opens Aug. 30 against UCLA. Pressure to bounce back from the gradual slide Tech, which hosts William and Mary on Aug. 30, experienced the past two seasons.
Here's a look at what both teams will face in the preseason:
There's plenty of intrigue on the offensive line because of injuries, but U.Va.'s coaches at least have a good idea of who they'd like to have earn the starting jobs. At defensive tackle, if freshman Andrew Brown is fully recovered from the turf toe injury that kept him out much of the spring, he may have what it takes to hold off sophomore Donte Wilkins for a starting job. Does freshman Quin Blanding have anything for two-year starter Brandon Phelps at free safety? In Blacksburg, coach Frank Beamer will be particularly interested to see if incoming freshmen Michael Santamaria, Carson Wise and Joey Slye can push Remington Hinshaw, Eric Kristensen and R.J. Warfel in the kicking competition. Otherwise, the situations at both offensive guard spots (left guard with Wyatt Teller and Alston Smith, right guard with Augie Conte and Braxton Pfaff), and the competition at "backer" involving Deon Clarke and Dahman McKinnon bear watching.
It goes without saying All-America strong safety Anthony Harris is a pretty unique player on U.Va.'s defense. Yet, his importance is magnified by the fact that the next three guys at the position (sophomore Kelvin Rainey, redshirt freshman Malcolm Cook and junior Mason Thomas) on the depth chart entering preseason practices have either played sparingly on defense in their careers or haven't gotten on the field at all. At Tech, it'd be easy to default in this category to sophomore Kendall Fuller given all he provides the Hokies at cornerback and the versatility he showed last season by playing outside linebacker, but at least Tech has a couple of experienced backup cornerbacks to Fuller and Brandon Facyson in Chuck Clark and Donovan Riley who played well in the spring. Losing defensive tackle Luther Maddy could put Tech in a real bind, considering there's a lot of unproven depth at that position, and fellow projected starter Corey Marshall is back after redshirting last season.
After missing the last seven games last season because of a turf toe injury, snapping a streak in which he'd started all 30 games in his career, cornerback Demetrious Nicholson went through spring drills and returns for preseason practice at full strength. With just three career interceptions, Nicholson should head into his senior season wanting to make a statement. Sophomore running back Trey Edmunds will be a critical cog in Tech's offense. He's back after breaking his right tibia last November against U.Va. He led Tech last season with 675 yards rushing and 10 touchdowns, putting him in line to get the bulk of the carries early in the season if he backs up Beamer's assertion that Edmunds is 100 percent healthy.
In his first two seasons in Charlottesville, defensive end Mike Moore played in all but one game, but he didn't get to stay on the field much with guys like Jake Snyder, Eli Harold, Bill Schautz and Ausar Walcott manning the end positions. Now, with Schautz and Walcott gone two years ago and Snyder gone after last season, Moore is next in line for a starting job. At 6-foot-4 and 270 pounds, he's the power side of an end combination that will also feature Harold. Much of the attention on players in Tech's front seven that are trying to get acclimated will be on Marshall, who is back as a starter after sitting out last season, but middle linebacker Chase Williams is about to get the most important playing time of his career. After playing just 114 defensive snaps combined in his first three seasons, Williams will get ready this preseason for a starting role for the first time.
For a team coming off a 2-10 season, and looking to snap a nine-game losing streak, U.Va. can't afford to lose any of its important veterans. Given the lack of depth on the offensive line, a preseason injury to left tackle Sadiq Olanrewaju or right tackle Eric Smith could really muddle things for the Cavaliers and start a domino effect of shuffling that could be hard to overcome. If Beamer and Tech offensive coordinator Scot Loeffler had seen what they wanted out of the quarterback spot in the spring, Brenden Motley or Mark Leal would likely already be named the starter. Instead, it appears as if immediately eligible transfer Michael Brewer could have the inside track on the starting job, but what if he gets into live practices and simply flops for whatever reason? Tech could be in a big-time pickle if Brewer isn't ready to take the starting role.
Wood can be reached by phone at 757-247-4642.


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text: How To Win Online Debates By Adam Graham for American Daily March 25, 2005 1) Learn how to ridicule the beliefs of others When you debate online, you can be quite contemptible in your choice of verbiage. Dont just respond to your opponents, ridicule them. If you merely respond, they can just fire back a response, but the ridicule will strengthen your argument and theres not really a good way to respond to being ridiculed. 2) Repeat yourself Keep going over the same ground over and over again. The most talented online debaters say the exact same thing repeatedly in a slightly different way. In doing so, they force their opponents to become equally repetitive, which can help you in winning the debate. 3) Quote whole articles of more than a thousand words in their entirety. While in an offline debate, you couldnt stand up and read fifty pages of material, nothing stops you from doing so online. Thus, if youre not very good at forming logical arguments, all you have to do is quote others good arguments and thus you can bolster your weakness and outmatch your opponent. 4) Remember, if your opponent quits debating you, you win. What will pay off most in repetitiveness, a snotty attitude, and writing posts that are so long that your opponent cannot respond to them unless he quits his jobs and dedicates his entire life to addressing your rants. If he says hes leaving because youre rude or repetitive, youve really won because it shows how much you dominated the debate. http://americandaily.com/article/7260


text:
Fallout: Vault 67
War. War never changes.
In the late twenty-first century, mankind finally ran out of room. As the steady pace of technology progressed, people began living longer and healthier, surviving and wiping out diseases that once killed millions. Advances in manufacturing, chemical production, helped everyone product more with the resources they had available. But even these advances were not enough to help humanity keep pace with its own growth.
So history began to repeat itself. Whenever people have been forced to make do with less, they instinctively turn towards their neighbors, seeking through plunder to extend their own resources just that little bit longer. Looting and robberies started to rise, terrorists from dozens of countries attacked each other, and even the calmest and most civilized nations were forced to turn to armed force to quell the rebellions in their midst. As tempers flared, some seized the opportunity, riding to power by preaching hatred against an enemy that existed only in their minds.
When the first nuclear missiles were launched, the entire world dissolved into a chaotic swarm of robbers and criminals, every person interested solely in seizing what little they could before life, as they knew it, was brought to a blazing halt. Your grandparents, those rich enough to build themselves a haven, barely escaped the riots in Atlanta, fleeing to the underground Vault protected by a small army of hired thugs, while the poor and downtrodden tried to enact vengeance on them for the sorry state of the world.
Those events left the Vault dwellers so scarred that when the all-clear signal sounded, ten years later, they all elected to stay in the Vault, waiting for further contact with the central command before risking their lives to the wastelands. And as the years slipped past, and only silence was heard, thoughts of the outside faded away, content to live in their self contained paradise and forget the awful past.
But the rest of the world has not forgotten you. And hatred has a legacy all its own.
This campaign takes place in 2117, following the denizens of Vault 67, buried beneath the city of Rome, Georgia. Vault 67 chose not to open the door and emerge when Vault-Tec sent them the all clear signal, but let's face it – nothing stays locked up forever.
The game will use my modifications and house rules to the Fallout PnP 2.0 rules released on No Mutants Allowed. Links and rules explanations will be posted as I get around to it. Expect sporadic uploads due to active duty military requirements.


text:
email: firstname.lastname@example.com
Map of Legislative District 12
2017-2018 Committees:
Michael P. Sopchak, Jr. (R) was first appointed in November 2011, and was re-elected to a new term representing Legislative District 12 in 2016. District 12 includes The Town of Dickinson, Village of Port Dickinson, portions of the Village of Johnson City, Town of Union and City of Binghamton.
Mike first became a Johnson City resident in 1948. He has a distinguished career history which includes a B.A. from The College of William and Mary, where he was a 4 year member of the Men's Honor Council including Chairman in his senior year, and 2 years in the Peace Corps. Mike is a lifelong sportsman including baseball, basketball, tennis and golf. He is an active member of the Endicott Rotary Club.
Mike is focused on facing the challenges that the County has regarding economic development, fiscal responsibility and governmental cooperation and continues to use his business experience and fiscally conservative credentials to keep the County moving in the right direction.
Mike is an Associate Broker with Exit Realty Homeward Bound. He lives in Johnson City with his spouse of 44 years, Dickey. They are the parents of 3 adult children.


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- RewriteRule ^/?oldpage\.html$/ /newpage.html [R=301,NC,L]
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- Posted By: nielsenrc on March 17, 2011
I don't think this is a 301 redirect - just a rewrite. It shows up as a 200 rather than a 301 in a debugger. Has that been your experience on the SEO side?
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text:
Park Chan-wook's first American film marks the arrival of a great new Hollywood talent. Lets remember after all that many of Hollywood's greatest directors weren't Americans – Billy Wilder, Alfred Hitchcock, Fritz Lang etc – and I think what made those filmmakers great was their ability to look into America from an alternative perspective.
Park Chan-wook brings his exaggerated style and obsession with the morbid to a new audience with Stoker, and it's one of the most exciting things I've seen in a while.
Stoker tuns out to be something like an early Tim Burton film: Dark, funny, and stylish.
Park Chan-wook is a very visual director. Talented and confident, he plays Stoker at a heightened, theatrical level. Editing is rhythmic and acting is perfectly timed. Stoker is more of a film where you go away remembering camera angles, bold cuts, and facial expressions rather than lines of dialogue.
In other words, Stoker cuts away the redundancy of modern Hollywood and tells a story through the medium of film.
And while it's both dark any funny, it's still pretty controlled. Remember when Park's previous effort Thirst started off all dark and intriguing and then became a zany farce? Yeah none of that here. Just a very entertaining film about deep, dark desires.
A mention should be made of editor Nicolas De Toth, who comes of the back of mediocre blockbusters like Terminator 3 and X-Men Origins: Wolverine to make an absolutely outstanding contribution here. Likewise, Clint Mansell deserves a hand – a composer who is fast becoming a favourite of mine.
Overall, Stoker comes very highly recommended.
Viewed at: Cineworld Wood Green