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- Prospective Students
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- Faculty & Staff
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- Information For
- The City College of New York
- Academics Overview
- Schools and Divisions
- The Bernard and Anne Spitzer School of Architecture
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Bilingual Education & TESOL Programs
Upcoming Deadlines
- March 3, 2014 is the deadline to apply for June 2014 graduation.
- March 15, 2014 is the deadline for Fall 2014 applications for admission.
News and Events
- You can follow the City College Programs in Bilingual Education & TESOL on
Facebook: CCNY Bilingual Education & TESOL Program
The Programs in Bilingual Education and TESOL in the School of Education prepare teachers for service in a culturally and linguistically diverse society, with the goal of developing and supporting proficiency and literacy in students' native languages and in additional (second) languages.
Graduate Programs:- Bilingual Childhood Education*
(Grades 1-6) - Bilingual Education*
- Bilingual Extension*
(pairs with another certification) - Teaching English to Speakers of Other Languages (TESOL)
(Grades PreK-12/Adult)
Reminder to current students: Please be sure we have your current email address so that we can stay in contact with you. Click here to send us email address changes.


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Combining contemporary elements with motion makes the Anchorage reclining collection the answer to many style questions. Three over three cushions have welted detail that is continued on the pillows and on the rolled, pleated arms. Easy, lever action mechanisms make it a breeze to lean back and relax. Accent arm pillows pop in texture and color. Modern, clean lines shock you when you are able to recline with the Anchorage motion collection.
The Klaussner Living Room Anchorage Swivel Glider Recliner is available from Klaussner Home Furnishings.
Prices subject to home office audit & correction.

subset: commoncrawl


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COLUMBIA — A 14-year-old boy was hit around 8 p.m. Wednesday by a car at the intersection of Stadium Boulevard and Rollins Road, police said. The boy was in stable condition at University Hospital as of Thursday afternoon.
14-year-old boy hit crossing Stadium Boulevard at Rollins
Thursday, March 18, 2010 | 4:49 p.m. CDT
To read the full article, please sign up or login.
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If you'd like to read more about the value of being a member, read this column from the Missourian's executive editor, Tom Warhover.


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Index | index by Group | index by Distribution | index by Vendor | index by creation date | index by Name | Mirrors | Help |
The search service can find package by either name (apache), provides(webserver), absolute file names (/usr/bin/apache), binaries (gprof) or shared libraries (libXm.so.2) in standard path. It does not support multiple arguments yet...
The System and Arch are optional added filters, for example System could be "redhat", "redhat-7.2", "mandrake" or "gnome", Arch could be "i386" or "src", etc. depending on your system.
Package | Summary | Distribution | Download |
SETILog-1.4.0-1.i386.html | Saves information about a completed SETI@home work unit into SETILog.csv | SourceForge | SETILog-1.4.0-1.i386.rpm |
SETILog-1.3.0-1.i386.html | Saves information about a completed SETI@home work unit into SETILog.csv | SourceForge | SETILog-1.3.0-1.i386.rpm |
Generated by rpm2html 1.6


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Local Chocolate Shop On GMA
Updated: Tuesday, February 12 2013, 09:47 PM EST
With Valentine's Day right around the corner, an Asheville chocolatier is gearing up for some big time exposure. The owners of the French Broad Chocolate Lounge are heading to New York for a spot Wednesday morning on Good Morning America. Viewers will be given a taste of how to make truffles at home.
Click here on Wednesday to watch the full segment.
By Frank Kracher
Follow Frank on Twitter @FrankKracher


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Course Descriptions - Major & Minor Requirements
110. Fundamental English (3) offers a study of grammar, punctuation, mechanics and usage. Writing from the sentence to the paragraph level and short essays. Does not count in the major, minor, education concentration, or LAE. Prerequisite: placement. Offered every fall.
121. Composition (3) requires students to write between five and six thousand words, applying rhetorical principles of literate discourse--principles as demonstrated in samples of effective writing by writers of diverse backgrounds. Includes grammar, levels of usage, the purposes of language, writing for different purposes and audiences. Does not satisfy hours for the major or minor. Prerequisite: placement or completion of 110. English 121 is a prerequisite for all English courses except 110, 213, and 217. Offered every semester.
123. Masterpieces of Literature (3) explores common themes found in literature. It examines their origins, their alterations and the techniques of their expression, so that readers may see that human concerns are universal and diverse and that humans are resourceful in imaginatively stating their concerns. Offered every semester.
124. Non-Western Literature (3) explores common themes found in literature. It examines their origins, their alterations and the techniques of their expression, so that readers may see that human concerns are universal and diverse. Emphasis is on literature from Asia, Africa, and the Middle East. Does not count in the major, minor, or LAE. Offered every spring.
201. Advanced Writing (3) includes study and practice in the methods of organization and use of evidence to help students write more effectively and persuasively. Students read essays by writers of diverse backgrounds and learn to write for different purposes and audiences. Offered every fall.
202. Business Writing (3) concentrates on clarity and orderliness in preparing business correspondence, studies, reports and proposals. It pays particular attention to the conventions and requirements of business writing. Offered every odd spring.
207. Introduction to Journalism (3) introduction to the principles and concepts of journalism, the process of reporting and writing the news. Emphasis is on print journalism with some attention to the electronic media. The writing of basic news stories and an analysis of their purpose, value and content. Basic issues of taste and journalistic codes of conduct. Offered every semester.
208. Editing and News Design (3) covers the fundamentals of copy editing, including proofreading, headline writing, caption writing, grammar, and punctuation. Also introduces students to print and digital news design. Prerequisite: 207. Offered every even spring.
213. Journalism Design Practicum (1) offers students opportunities to develop layout and makeup experience by working on the student newspaper or yearbook. Students may study desktop publishing or photojournalism. A maximum of three practica may be taken for major or minor credit. Offered every semester.
217. Journalism Writing Practicum (1) requires participants to write for the Black and Magenta, to meet weekly or biweekly assignments given by the editorial staff and to attend workshops directed by a monitor from the English department and staff members of the Black and Magenta or to work on the school yearbook. A maximum of three practica can be taken for major or minor credit. Offered every semester.
231. Tradition of British Literature I (3) studies the major literary movements and figures of British culture from Anglo-Saxon writings through the Neo-Classic Period. Offered every fall.
232. Tradition of British Literature II (3) examines the development of poetry and prose in Britain from the Romantic writers to the present. The political and intellectual contexts, as well as the subjects and styles of selected authors of both genders are studied. Offered every spring.
233. Tradition of American Literature I (3) surveys American literature from the Colonial Era through the age of Romanticism. Genres include essays, Native American legends, captivity narratives, slave narratives, short fiction, the novel, and lyric poetry. Intellectual and history contexts, as well as key authors, are covered. Offered every fall.
234. Tradition of American Literature II (3) surveys American literature from the Age of Realism to the present day. Genres include essays, short fiction, drama, poetry, and the novel. Intellectual and historical contexts, as well as key authors, are covered. Offered every spring.
235. Tradition of African-American Literature (3) examines the major trends in African-American literature, using historical, political, and social contexts. Genres include poetry, fiction, the slave narrative, and drama. Offered on three-year rotation.
306. Creative Writing (3) is an introductory writer's workshop exploring the genres of fiction, poetry and creative non-fiction, with simultaneous exploration of the creative act and the critical response through class participation and evaluation. Emphasis is on form as realized vision. Offered every semester.
311. Adolescent and Young Adult Literature (3) examines classic and modern literature suitable for grades 4-9 (Middle School) and 7-12 (AYA), as it relates to the language arts curriculum, methods, and materials in the secondary school. English or Middle Childhood Education majors only. Offered every fall.
315. Feature and Editorial Writing (3) is a study of the writing and marketing of the feature story, editorial, and investigative reports with an analysis of their purpose, value, and content. Offered on three-year rotation.
316. Public Relations Writing (3) is a study of the current methods of writing copy for agencies, corporations, and not-for-profit organizations. The writing of press releases, with an analysis of their purpose, value, and content. Prerequisite: 207. Offered on three-year rotation.
317. Journalism Ethics (3) studies ethical problems and issues in mass communication with a framework of basic theories and social roles of mass media. Surveys the major ethical issues that concern journalism. Describes ethical dilemmas that confront broadcast and print journalists. Matters of journalistic morality, codes of ethics, codes of conduct, taste, libel, shield laws, photo guidelines are covered. Prerequisite: 207. Offered every even fall.
319. Topics in Creative Nonfiction Writing (3) provides students the opportunity to explore the principles and practice of nonfiction writing. Topics might include memoir, personal essay, travel, food, humor, science, or others. May be repeated once with topic change. Offered on three-year rotation.
320. Principles of Literary Study (3) explores the theoretical principles and the critical viewpoints based on them which underlie the thoughtful, purposeful study of literature and applies these principles to key literary works. Offered every spring.
323. Shakespeare (3) is an intensive study of Shakespeare's writings, including selected sonnets, comedies, histories, tragedies, and romances, with special attention to the major themes and to the Elizabethan and Jacobean contexts of his plays. The course covers the practices and conventions of theatrical performance in Shakespeare's time and his development as a dramatist. Offered every odd fall.
329. Romantic and Victorian Literature (3) explores the relation of nature to culture in major Romantic and Victorian poetry and representative prose sections; the position of art, the process of myth and metaphor in nature/culture relations. Offered every even fall.
331. History of the British Novel (3) studies the novel as an important literary and social development in Britain and follows some of the important changes in the structure, purpose and audience of the novel through the eighteenth and nineteenth centuries. (Included: Defoe, Austen, Dickens, Eliot, and Hardy). Offered every odd spring.
333. Modern and Contemporary British Fiction (3) examines the directions British fiction has taken in response to a changing social and literary scene: two world wars, the decline of the British Empire, the rise of working class, women and minority writers. The course considers experimental and traditional writers from Joyce to the present, including Joyce, Woolf, Lawrence, Forster. Offered every even fall.
341. Nineteenth Century American Fiction (3) studies the works of the American romantics, then moves to the realism, regionalism, and naturalism of the later part of the century. Authors studied may include Irving, Hawthorne, Melville, Twain, Chopin, Chesnutt, Crane, and Jewett. Offered every odd spring.
343. Modern and Contemporary American Fiction (3) studies the variety and richness of American fiction since the turn of the century, from the novelists of the 1920s through post-World War II writing and the contemporary novel. Topics include the 1920s novel, the war novel and women and minority writers. (Included: Wharton, Hemingway, Faulkner, Vonnegut, and Morrison). Offered every odd spring.
351. Modern and Contemporary Poetry (3) makes a comparative study of modern poetry, with a primary emphasis on British and American works including Yeats, Eliot, Pound, Auden, Frost, and the very moderns. The course shows the central development in form and content within the period. Offered every even fall.
361. Language: Structure and Usage (3) studies the theoretical views and methodological tools for an accurate understanding of language, its structure and usage. Emphasis is on the English language, covering topics such as language acquisition and development, the history of the English language, grammar, dialects and levels of usage. Offered every fall.
385. Readings in Literature (3) provides for the study of significant writers, genres, and themes. Possible subjects include Chaucer, Poe, Gender and Film, and Postmodernism, as well as other topics devised by faculty or requested by students. Offered every semester. May be repeated with topic change.
390. Advanced Creative Writing (3) provides students with practice in a variety of forms, increasing in complexity. Individual style and voice in students' work as well as in contemporary authors are explored. Prerequisite: 306 or permission of instructor. Offered every spring.
394. Classical Mythology (3) focuses on Greek and Roman mythology and their influence on English and American writers. Various examples of Greek and Roman literature will be read in translation. Offered every spring.
495. Seminar (3) is the capstone course for English majors; students share in intensive study of a major literary work and write a paper of suitable length, applying the theoretical principles of literary criticism to that work. Discussions focus on analyzing literature, critical reading, and research methods. Students are expected to make a brief oral presentation at the end of the semester, summarizing their work. Offered each semester on a subject selected by the instructor. Prerequisite or co-requisite: English 320, and senior status or permission of department chair. Offered every semester.
Major Requirements
The following 12 hours are required: English 231 Tradition of British Literature I or 232 Tradition of British Literature II; English 233 Tradition of American Literature I or 234 Tradition of American Literature II; English 320 Principles of Literary Study; English 495 Seminar. Any combination of English courses for the remaining 18 hours is allowed, with the requirement that 12 of those hours must be at the 300-level or above. (English 124 does not count for the major.)
Minor Requirements
The student must take 15 hours of English offerings, excluding English 121, with the requirement that at least 3 hours must be at the 300-level or above. (English 124 does not count for the minor.)
Teacher Licensure
Integrated language arts, grades 7-12, includes an English major. Contact the Education Department for a specific list of course requirements.
Every Semester
ENGL 121 Composition ENGL 123 Masterpieces of Literature ENGL 207 Introduction to Journalism ENGL 213 Journalism Design Practicum ENGL 217 Journalism Writing Practicum ENGL 306 Creative Writing ENGL 361 Language, Structure and Usage ENGL 385 Readings in Literature (topics vary, may be retaken with change in topic) ENGL 495 Seminar
Every Fall
ENGL 110 Fundamentals of English ENGL 201 Advanced Writing ENGL 231 Tradition of British Literature I ENGL 311 Adolescent and Young Adult Literature
Every Spring
ENGL 124 Non-Western Literature ENGL 211 Principles of Literary Study ENGL 232 Tradition of British Literature II (will not be offered in the spring of 2011) ENGL 233 Tradition of American Literature ENGL 390 Advanced Creative Writing (390 topics alternate: fiction in even springs, poetry in odd springs) ENGL 394 Classical Mythology (will not be offered in the spring of 2011)
Every Odd Spring
ENGL 202 Business & Technical Writing ENGL 315 Feature & Editorial Writing OR ENGL 319 Topics in Non-Fiction Writing ENGL 331 History of the British Novel ENGL 343 Modern and Contemporary American Fiction
ENGL 202 Business & Technical Writing ENGL 315 Feature & Editorial Writing OR ENGL 319 Topics in Non-Fiction Writing ENGL 331 History of the British Novel
ENGL 343 Modern and Contemporary American Fiction
ENGL 208 Editing and Make-Up ENGL 341 Nineteenth Century American Fiction
Every Odd Fall
ENGL 209 News Story Types ENGL 323 Shakespeare and the Renaissance
ENGL 209 News Story Types
ENGL 323 Shakespeare and the Renaissance
Every Even Fall
ENGL 316 Public Relations Writing OR ENGL 317 Journalistic Ethics ENGL 329 Romantic and Victorian Literature ENGL 333 Modern and Contemporary British Fiction ENGL 351 Modern and Contemporary Poetry
ENGL 316 Public Relations Writing OR ENGL 317 Journalistic Ethics
ENGL 329 Romantic and Victorian Literature ENGL 333 Modern and Contemporary British Fiction ENGL 351 Modern and Contemporary Poetry
The following are possible four-year plans for students, but they are by no means the required plan. Each student should speak with his/her advisor to decide on the best possible plan for his/her unique situation.
English Major
English majors take or test out of English 121 (a prerequisite for most English classes) in the freshman year. We strongly recommend senior status for English 495.
Middle School Language Arts Major
Adolescent/Young Adult Requirements


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You can't browse the web without running into a new Android tablet being announced theses days. In fact the new Toshiba is almost a iPad 2 clone, thinner lighter, rounded edges. I think this is great for the future of the IPad. Because each and every new tablet has Flash in bold letters.
I wish IOS 5 would come out with flash enabled and a more open file system to allow drag-n-drop. That would really Polk the android wold in the eye.
Sent from my iPad using iPF


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Income and Poverty Estimates
Guidance on When to Use Each Survey
When should you use income and poverty estimates from the American Community Survey (ACS) and the Current Population Survey (CPS)?
United States - Use the CPS
For national figures, we recommend using data from the CPS — the source of the official national estimates of poverty as designated by the Office of Management and Budget. It is also the source for widely used estimates of income.
States - Use the ACS
To compare states with each other, we recommend using the ACS. To examine changes between 2005 and 2006, use the ACS (though not all estimates are directly comparable because of the addition of group quarters into the 2006 ACS sample). The CPS has value as a means of examining historical trends by state. Some of the differences between the two sources of data (CPS and ACS) are the length and detail of questions, sample size, geography and reference period.
Local Areas - Use the ACS
The data are available for nearly 7,000 areas, including all congressional districts, and counties, cities and American Indian/Alaska Native areas of 65,000 population or more.
Examples of when to use CPS and ACS
Area Comparison | CPS | ACS |
United States | X | |
State | X - use for historical trend analysis |
United States with state | X | |
>United States with state/metropolitan area/county/place | X | |
State with metropolitan area/county/place | X | |
American Indian/Alaska native areas | X | |
Congressional districts | X | |
Metropolitan area with county/place | X | |
County with place | X | |
Places (cities) | X |


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All images on DumpaDay.com are either submitted by email or are readily available in various places on the Internet and believed to be in public domain. Images posted are believed to be posted within our rights according to the U.S. Copyright Fair Use Act (title 17, U.S. Code.) DumpaDay respects the intellectual property rights of others and expects its users to do the same.
If you are a copyright owner of a photo that appears on DumpaDay.com please email us at [email protected] with a link to the photo and we will remove it immediately.


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Game Recap 4/14/12 -- That's More Like It -- Angels 7 Yankees 1
Now, wasn't that better? All the Angels needed were a bit of quality pitching and an explosion of power, and suddenly all is right with the universe. My hunch is that the Angel players got together and said, "Enough is enough. Let's get our act together," and, VOILA!! It happened. The question is, it just a fluke or the beginning of a legitimate winning streak...?
Angels 7 Yankees 1
Game Notes
-- I really like what CJ Wilson is made up of. Dude knew his team needed a big effort and he delivered. While the rest of the vaunted starting rotation has so far been suspect, Wilson has been abolsutely nails. Say what you will about his hippy-dippy life on off days, when he pitches he is all business.
-- Howie Kendrick is headed for a monster season. He's been locked in from the start of spring training and it's carried over to now. Today, he was 3-5 with a HR and 3 RBI's. Some say hitting in front of Pujols is what's contributed to the hot start, but I think he would be doing this, regardless.
-- Yes, Vernon Wells went 2-4 with a homer. But that still doesn't fix the reality that the team would be better served with Mike Trout playing every day. I surmise that Wells will continue to do just enough to stay relevant in the team's mind and continue to frustrate fans to no end.
-- Very quietly, Kendrys Morales is starting to struggle. It may be a case of fatigue but I would be shocked if he is in the line-up tomorrow. If anyone needs a day off, it's him.
Halo Hero
How awesome is it to have a catcher who actually hits the ball on a regular basis? Was there any doubt when Chris Iannetta hit the 2 run homer to give the Angels the lead, he wasn't going to be the Halo Hero? Having him around, and on my fantasy team no less, is like being delivered from Mathisian hell to the pearly gates of Iannetta Heaven. Praise the catcher!!!
Like MWAH on Facebook | Follow MWAH on Twitter |


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Dual-Booting Windows XP/Vista And Ubuntu 7.04
Dual-Booting Windows XP/Vista And Ubuntu 7.04In this tutorial I will teach you how to dual-boot between Windows XP/Vista and Ubuntu. This tutorial will be split up into two parts:
Part 1: Fresh startIn this part I will go though every step from installing Windows and Ubuntu to creating the dual-boot. Windows XP + Ubuntu 7.04What you will need:
Make sure your computer is set to boot from a CD. To check this go into your BIOS. From there go to "Boot" and go to "Boot Priorities". Make sure CD-ROM is set to boot first and you're all set. Installing Windows XPNow I am going go over how to install Windows XP step-by-step. 1. Make sure your XP boot up disk is in the CD-ROM and start your PC. 2. A blue MS-DOS screen will load up first asking you if you want to install drivers or run an Automated System Recovery. Just wait for them to go by and then Windows will begin to load files needed to install XP. 2. Now you will see a Welcome to Setup screen. From here just press Enter. 3. Agree to the license agreement by pressing F8. 4. Now to the important part of this installation. You will now see a screen where you will tell Windows XP to install itself. We aren't going to give XP the entire hard drive as we will be giving some to Ubuntu also. Press the C button on your keyboard to create a new partition. 5. You will now see a screen in which you can edit the size of our new partition. Depending on your hard drive size and preference, determine the amount of gigabytes (GB) you are going to give XP to use. After you have chosen the size hit Enter to create the partition. Note -
6. You will now be brought back to the screen in step 4. Highlight the new partition you created and press Enter to install. 7. The next screen will ask you how you would like to format the partition (FAT32 or NTFS). The choice is up to you and what you prefer. If you need help then check out this article FAT32 or NTFS: Making the Choice. Regardless of your choice, choose the quick option as this will make the installation go a whole lot quicker. 8. The last step before Windows installs itself onto your system. Just press F to begin formatting. 9. Now just wait... 10. After the installation has completed your system will reboot and now it is time to finish up installing Windows XP. This part should be pretty self-explanatory so I will let you complete it with your own choices. Congrats! You have fully installed Windows XP on your system. Activate windows if you want or do anything thing else to it. When ready go on to the next part to install Ubuntu and get the dual-boot up. Installing Ubuntu 7.04 + Dual-BootAgain make sure your computer is set to boot from CD-ROM. 1. Insert the Ubuntu 7.04 boot disk and start up your computer. The boot screen will come up next. Highlight the Start or install Ubuntu choice and press Enter. Be patient while the loader goes back and forth. This may take a few minutes. 2. After that Ubuntu will load up and you will be presented with a very bare screen. Double click on the Install icon to begin setting up Ubuntu. 3. After you double-click on the install icon it will first ask you to pick your preferred language. Choose one and click Forward. 4. The next screen will ask you to pick a location near you for time purposes. 5. Now to choose your keyboard layout. Most commonly it is U.S English. 6. Once again it is time to partition your hard drive. From this screen make sure that Manual is checked and click Forward. Now you should see a screen entitled Prepare partitions. We are now going to create the partition in which Ubuntu will run on plus a file called "SWAP" to act as virtual memory. 7. First let's create the SWAP file. Click on New partition. The SWAP file won't need a whole lot of space to run, so just give it 512 megabytes which will be more than enough for it to run. Now just change the Use as: option to SWAP while keeping the type of partition as Primary and the location as Beginning. Click OK to add it. 8. Now make sure free space is highlighted and click New partition again. This time we will add the hard drive space for Ubuntu to use. Give it what ever amount of space you would like depending on your hard drive space. Just remember to give it at least 2 GB though I recommend you give it much more. Now change the Use as: to ext3 and keep the rest of the settings the same. Click OK to add. 9. Next right-click on the partition ext3 and click edit. From here change the mount point to a forward slash / and click OK. 10. You should see a screen similar to this one, but with the partition NTFS on it. Last thing to do before proceeding is check the box next to ext3 to format and then click Forward. 11. The next screen is going to ask you if you want to import any accounts you may have on Windows XP. If you want to do it, if not just proceed. 12. Time to enter your personal information. Just as a note: your login has to be all lowercase letters. 13. Now just confirm all the information and click Install to start enjoying the beauty of Linux! End NotesWell congratulations you have just fully installed both Windows XP and Ubuntu 7.04 to run on the same system under a dual-boot! I hope you enjoyed reading this as I have had a blast writing it. Quick thanks to Paul Thurrott for letting me use the Windows XP installation images!


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The Lewis 10.
But hey, you'd better believe the coverage was good.
"I'm going to be honest with you. We've got at least two [opponents the quality of Lewis] left,'' Crest said. "But you still never underestimate an opponent. As soon as that game starts and as soon as that whistle blows, then you'll find out what's going on. And everybody plays their best against us.''
Crest didn't play much at all. If Dunbar had 30 snaps, he was probably on the field for 15. He throws darts and moves well. Against better competition he's tested, but on this day he just did whatever he wanted to do. Two weeks earlier, Dunbar lost 29-26 to Massachusetts power Mansfield, 29-26, in great part because Dunbar can't figure out how to kick extra points, not because of Crest.
"He was unbelievable," Mansfield coach Mike Redding said of Crest. "He was the complete package - tall, big arm, athletic."
Which, of course, bodes well when - and these days, the way recruiting goes, if - he arrives at West Virginia.
Crest would like to do that in January. Whether that happens remains to be seen. He said he pretty much has everything he needs to graduate in December, but it might be out of his hands.
"I'm on track, but there are some things with the city that are going to take some time to figure out,'' Crest said, meaning he doesn't know if he'll be allowed by the school system to graduate early. "It all comes down to them. If it was up to me, I'm all for it.''
Crest seems secure in his commitment to West Virginia, but admits that he's still playing the recruiting game to an extent and might still take a visit or two.
"I'm taking visits, but I'm not sure about my official [visits] yet,'' Crest said. "If I don't go in January I'm probably going to take my visits [in January].''
There are no obvious suitors, though.
"Nobody, really,'' Crest said when asked if other schools were hounding him. "After I did what I did with West Virginia, it kind of slowed down.''
A day later, Crest didn't make the tiny trip to M&T Bank Stadium to watch West Virginia play Maryland. He said he prefers to just watch from a distance. He can't do anything now but watch, anyway, so until the time comes he won't worry about what's going on at West Virginia.
But when the time does come?
"I just want to do what I've got to do - go there and work hard, learn the system, practice hard and show them that I can start,'' Crest said. "That's my goal.''
Reach Dave Hickman at 304-348-1734 or dphickm...@aol.com or follow him at Twitter.com/dphickman1


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GRY 545 - Teaching Geography Through Film
Investigates the use of film as a powerful medium for teaching K-12 students about the world. Explores how the strong visual imagery and effective power of film can support other modes of instruction. Film resources will include feature films, documentaries, short fiction films and music videos.
(3 cr. hr.)Frequency code M = offered in Summer
Additional frequency code descriptions can be found in the Terminology Guide.


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- 02-01-2013, 10:41 PM Thread Author #1
Running the 9th App?
On BlackBerry 10 what happens when you try and run the 9th app simultaneously? Everyone says "up to 8 apps running at a time"... Does it close the first app you opened? Does it warn you? Does it save the state of that app and hibernate it? For example if I have docs to go and I did not save my changes?
Please no speculation. Only those have a Z10 in hand answer! Thanks! - 02-01-2013, 10:50 PM #4
Question: what 8 apps does anybody use/need open at the same time, let alone 9. Not being sarcastic , just boggles my mind anybody needs 8 apps open at once.
Secondly if you wanted to effectively pin an app, why not hit it once and bring it up to number one on rotation if it has made it's way to 8th spot?Negative thinking destroys your brain cells and causes global warming.*- Dodinsky (The Scientific Institute of Get Over It!) Action Spots - 02-01-2013, 11:24 PM #5
The app is closed just as if you tapped the X, which means it should save its "state" properly. It's not "killed", just asked to exit, the way any app is asked to exit, and any app which doesn't properly save is broken.
Battery Guru for BB10 tracks voltage, power, battery health. (Also on the PlayBook.) White Noise helps you sleep or concentrate.
Follow us on Twitter or Facebook or visit Engenuity's mobile apps page. - 02-02-2013, 12:31 AM #6
I once met a person at a conference who asked me why his iPhone gets so slow sometimes. I asked him if he ever closes any app. He said he didn't. It turned out he had 20+ apps in the background "frozen". Not sure if that's the cause. But the way background apps work in iPhone is ultra confusing to users.
i hope there'll be a better solution in the future, because.. i wouldn't really want my spotifiy/music player... or skype, etc. to close just because i didn't pay attention
possible solution: you can mark up to 4 actives frames.. and these active frames won't close until you unmark them
that way you wouldn't have to worry about your music to suddenly stop - 02-02-2013, 06:55 AM #11Moto Rokr E1 > Moto SLVR > Pantech Duo > HTC G1 > Blackberry Bold 9700 > Bold 9900 > HTC G2 & BB 9000 > Z10 > Q10 > White Z30
Tmobile USA - Prepaid $30 per month! (100 min, 5GB at 4G/LTE, unlmtd sms) + VoIP
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Don't Panic - 02-02-2013, 09:04 AM Thread Author #12
Thanks for the info so far... So let's explore the google talk example and a music player app... When either one becomes the 9th app does it still play music and allow for you to get chats? The reason this is important is it shows how much thought BlackBerry put into the architecture. You may feel 9 apps is insane. But some users won't close their apps, like my Mom... I think it's good that they get closed. But it should not kill off important services like Google Talk, and Spotify, in the sense the music and chats should keep flowing.
Another one is when I am using the browser and I have a few tabs open, close the browser to do other stuff on the phone and then if I open 8 more apps, when I click the browser again it opens the start page and only that page, all the tabs have gone. Good for battery, speed and memory use, but like kevin said, would be nice to be able to 'pin' a few open or to the top of the 8 list.
That's interesting but I will ask a question. Would you say that it would be normal that you entered into a Google Talk conversation, and then would continue to open another 8 apps before ending the conversation, or is that because you were exploring the device with your friend because it's so new?
- 02-02-2013, 09:36 AM Thread Author #15
Normal for me, no. Normal for my Mom, yes. I could see her logging into Google Talk, and use the device all day, opening up other apps. Then she will hit the 9th app and Google Talk would close. The key is did BlackBerry, for these situations, allow for Google Talk to spin off a background service? Yes developers would have to take advantage of it. But all mobile OS's out today allow for that concept. It's true they don't offer full multitasking like BlackBerry. But I still think you would want some sort of Service to be able to always run. For example, I have Google Talk, as a Developer I don't want it to use the HUB. In this case is there any way when I reboot the phone, for this app to automatically receive chats, without the app running? My guess would be no, because where would the "alerts go to"? We don't have a alert window slider shade.... Or in that case could Google send something to the HUB, and have it open to Google Chat?
I think these are important details that really help the user!Thanked by:cjcampbell (02-02-2013)
How about you actually read what people are writing before commenting? Google Talk will close, but you would still get the messages if it's configured properly for push. Some apps obviously will not be configured properly. A perfect example is Skype on Android vs. iOS. On iOS, even when the system closes the app, you still get calls and messages. On Android, it doesn't use push notifications, and when the system closes it, you won't get any messages/calls.
My point is that a good app will still inform you of messages/calls/etc. even if it does get closed by the system. I don't have a Z10, but for those that do; do you still get BBM messages when the app is not in the Active Frames? - 02-02-2013, 09:56 AM #18
Thank for not taking my comment as it was intended. It was a question, and a valid one. After reading brian's post, which by the way actually answered and addressed my question, I did not realize that the app itself did not receive notifications unless open and running. I was looking at it as being open and utilized, and getting disconnected from a conversation. Next time, try to be a little less abrasive and recognize a question as just that, a question.
I apologize, but you still have it wrong.
Push notifications have nothing to do with the app's status. When you get a push notification, it's actually the OS notifying you, and only when you click the notification do you actually open the related app. That's why in iOS, you could get push notifications from every single app on your phone, and it doesn't require much system resources; because those apps are not individually being opened. If Google Talk or BBM happen to be the 9th app and close, you should still get notifications. I don't have a Z10 to test that theory, but if they're using push like they should be, it doesn't matter if they get closed. If they're like Android's Skype app, then ya, you wouldn't get notifications when they close, but I doubt that's the case. - 02-02-2013, 10:14 AM #20
i really think it's important that they'll implement something that can prevent an app from closing, even if it'll be the 9th app, something like the idea i suggested
it's not just about the music app, but sometimes i just hang out in skype and don't intend to go offline... or maybe im waiting for someone and in the meantime im opening many different apps and then 2hours later i realize skype was already closed hours ago
and how does whatsapp work on the Z10? or what about future apps like BeBuzz.. because WhatsApp uses your number, so technically you should always be online even if it's not an active frame
same with BeBuzz
a little confused here : / - 02-02-2013, 10:19 AM #21
We just went over this ffs, Learn to read. Properly configured apps will still notify you if the system closes them! In iOS, Skype gets closed all the time. usually, if you run like 4 apps after using Skype, the system closes it. However, when someone messages you or calls, you still get notified, and when you click the notification, Skype opens.
Push notifications work regardless of the app being open or closed - 02-02-2013, 10:35 AM #22
Thank you.
I believe BBM is always connected and will always get notifications. As for G Talk, and other apps not connected to the hub, neither of us know exactly how it works, as you just stated. Perhaps BthunderW will revisit this thread and explain as he has the Z10 and was the one who mentioned the GTalk scenario and that's what I was really curious about. The comment "it killed it and effectively disconnected me from it it seems." is what intrigued me. - 02-02-2013, 11:14 AM Thread Author #23
InvalidUser0510 I specifically asked for people who have a BB 10 Device. I appreciate speculation. But I want real users to test it out. I know it "should" work... That's not what I am asking for. I am asking for real users to test it out. Thanks!
So from the sounds of it Google Talk does not work after it's closed? That's what I gathered already?
What about a media app other than the built in one? I find it interesting that the built in one prevents closing... I wonder if other apps can take advantage of that? - 02-02-2013, 12:19 PM #25
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Aerial Mapping March 2009
HJW GeoSpatial
Since its founding in 1949, HJW GeoSpatial has provided precision mapping solutions for thousands of projects ranging in size from a few acres to many thousands of square miles. HJW's experience lends itself to both conventional and innovative approaches to project design, with full attention to detail and end-product quality. Even a relatively small project may involve multiple technologies, coordination of flight and ground operations, and a well-defined sequence of production steps which together constitute the workflow.
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In the last two years, HJW GeoSpatial has transformed its IT infrastructure to accommodate the latest in fully-digital photogrammetric production workflows. In 2008, HJW logged up to 100,000 images with its Vexcel UltraCamX large-format digital mapping camera system, undertaking major projects across the western United States. The UltraCamX is designed to provide the highest quality imagery over a wide range of mapping scales, uses and applications. For large projects, the digital imaging system has largely replaced the film camera as the means to acquire high quality imagery. In addition, the use of a fully-digital approach to photogrammetric production offers the most flexibility in delivered products.
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The Practitioner Priority Service Was Successful in Its
First Year of Operation, but Action to Reduce Caller Wait Time Is Needed
July 2003
Number: 2003-30-143
This report has cleared the Treasury
Inspector General for Tax Administration disclosure review process and
information determined to be restricted from public release has been redacted
from this document.
8, 2003
FROM: Gordon C. Milbourn III /s/ Gordon C.
Milbourn III
Assistant Inspector General
for Audit (Small Business and
Corporate Programs)
SUBJECT: Final Audit Report - The Practitioner
Priority Service Was Successful in Its First Year of Operation, but Action to
Reduce Caller Wait Time Is Needed (Audit # 200230034)
report presents the results of our review of the new Practitioner Priority Service (PPS) that was implemented by the
Internal Revenue Service (IRS) in January 2002 to provide a single nationwide
toll-free telephone number as the first point of contact for tax professionals
with questions about their clients' tax accounts. Tax professionals are key external stakeholders in the IRS'
efforts to effectively administer the nation's tax laws. More than 53 percent of the approximately
130 million taxpayers who filed individual income tax returns in Calendar Year
2001 used paid preparers.
The PPS replaced the IRS'
Practitioner Hotline (PHL). The
consolidation of the former PHL services from 37 locations into 5 PPS sites was
expected to provide improved telephone access, reduced wait times, and improved
overall consistency and quality of service.
The overall objective of this review was to evaluate whether the PPS is
providing tax professionals with easy toll-free telephone access to tax account
information needed on behalf of their clients.
We initiated this review as part of our continuing audit coverage of the
IRS' various toll-free product lines.
In summary, the performance
measures used by the IRS show the PPS performed reasonably well in its first year
of operation. Customer Service
Representatives assisted approximately 83 percent of the callers and achieved a
73 percent accuracy rate. The PPS
customer satisfaction survey results indicate that practitioners gave the
service they received an average overall satisfaction rating of 4.12 on a
5-point scale.
June 2002, the IRS initiated an internal review of the PPS program and found
that the geographic routing of calls had created significant imbalances in wait
times, staffing requirements, and call volumes among the five PPS sites. To alleviate these imbalances, the IRS
implemented Intelligent Call Routing (ICR) in February 2003 to route calls to
the next available assistor without regard to the originator's area code.
analysis of the telephone system data showed that although three of the five
PPS sites had received similar call volumes, the wait time at one was
disproportionately higher than the wait time at the other two centers. While the implementation of ICR should help
to achieve a more even distribution of calls among the PPS sites, it alone will
not ensure that callers are connected to
an assistor in a timely manner.
We recommended that the IRS
determine the length of time that most tax professionals are willing to wait
for assistance and, based on this tolerance level, develop its staffing models
around a service level performance goal that prescribes the percentage of
callers that should receive assistance within that specified time period. In addition, the IRS should pursue the necessary
technology to enable it to provide a projected wait time message for callers
when the call arrives at the call center.
Response: Management's
response was due on June 27, 2003. As
of July 2, 2003, management had not responded to the draft report.
Copies of this report are also being sent to the IRS
managers who are affected by the report recommendations. Please contact me at (202) 622-6510 if
you have questions or Richard J. Dagliolo, Director (Submission Processing), at
(631) 654-6028.
Practitioner Priority Service Performed Well During Its First Year of Operation
The Level of Service Goal Should Be Revised to Assure Minimal Wait Time for Practitioners
Appendix I – Detailed Objective, Scope, and Methodology
Appendix II – Major Contributors to This Report
Appendix III – Report Distribution List
Tax professionals are key external stakeholders in the Internal Revenue Service's (IRS) efforts to effectively administer the nation's tax laws. Practitioners help to resolve taxpayer account issues timely and disseminate vital tax administration information to their clients and members of their communication network. More than 53 percent of the approximately 130 million taxpayers who filed individual income tax returns in Calendar Year (CY) 2001 used paid preparers.
The IRS implemented the Practitioner Priority Service (PPS) on January 2, 2002, to provide a single nationwide toll-free telephone number as the first point of contact for tax professionals with questions concerning their clients' tax accounts. The IRS also committed to providing them the best service possible. The PPS line is staffed by specially trained Customer Service Representatives (CSR) that are located at five IRS campuses. These CSRs receive incoming calls to the PPS line from 7:30 a.m. to 5:30 p.m. (local time) Monday through Friday of each week.
The PPS replaces the IRS' former Practitioner Hotline (PHL) service that was offered at 37 locations through 46 different local (i.e., nontoll-free) telephone numbers. The consolidation into five sites was expected to provide improved telephone accessibility and reduced wait times, as well as improved overall consistency and quality of service. Each of the five sites handled inquiries about both individual taxpayer accounts and business taxpayer accounts.
The IRS' SB/SE Division manages and operates the PPS. The SB/SE Division's Strategic Plan for Fiscal Years (FY) 2002 and 2003 identified Improve Business Results by Revamping Our Operational Practices and Processes as one of its strategies for accomplishing its mission. The PPS was one of the improvement projects in support of this strategy.
To perform this audit, we analyzed IRS telephone system data and interviewed the SB/SE Division's Customer Account Services staff in Oakland, California; Cincinnati, Ohio; Memphis, Tennessee; and Ogden, Utah. In evaluating the accessibility of the PPS, we relied upon the telephone system data provided by the IRS' Joint Operations Center in Atlanta, Georgia. Because the Aspect telephone system automatically records specific information (e.g., queue time) about how each incoming call was handled and there is no source documentation, we could not establish the reliability of the telephone system data. Except for our inability to validate these data, we conducted this audit in accordance with Government Auditing Standards between June 2002 and March 2003.
Detailed information on our audit objective, scope, and methodology is presented in Appendix I. Major contributors to the report are listed in Appendix II.
During the PPS' first year of operation, the various measures used by the IRS show that it performed reasonably well in terms of access to assistance, the quality of service provided, and customer satisfaction.
Of the 703,172 call attempts to the PPS toll-free line in CY 2002, the CSRs answered 552,623 calls in providing a CSR Level of Service (LOS) of approximately 83 percent. Most of the remaining calls (more than 140,000) to the PPS line were abandoned. The CSR LOS achieved on the PPS line exceeded the 80 percent goal that was established by IRS management for FY 2002. It also exceeded, by approximately 13 percent, the combined CSR LOS that was achieved on the major IRS toll-free lines during FY 2002.
The IRS monitors the quality of service provided on the PPS line through its Centralized Quality Review System (CQRS) staff in Philadelphia, Pennsylvania. The CQRS data showed that the accuracy rate of the service provided on the PPS line in FY 2002 was 73 percent. While there was no specific quality goal established for the PPS line, the quality rate achieved was comparable to the quality rate achieved on the IRS' other toll-free lines for taxpayer account issues.
Customer satisfaction surveys, administered for the IRS by an outside vendor, showed that practitioners were generally satisfied with the services they received on the PPS line. For example, the first survey results showed that the PPS customers gave the service they received an average overall satisfaction rating of 4.12 on a 5-point scale. Specifically, 53 percent of the customers surveyed gave the PPS an overall rating of 5 ("completely satisfied") and 25 percent gave it an overall rating of 4 ("somewhat satisfied").
During the implementation of the PPS in CY 2002, the practitioner community expressed concerns about the limitations on the scope of the services, the loss of their familiar contacts, long wait times, and assistors with limited knowledge. These concerns prompted the IRS to launch an internal review of the PPS program in June 2002.
The internal review team identified significant imbalances in wait times, staffing requirements, and call volumes among the five PPS sites that were attributable to the geographic routing of calls. To accommodate members of the practitioner community who expressed a desire to maintain the level of personal attention that they had grown accustomed to when using the former PHL, the IRS had initially decided to use a geographic routing plan. Intelligent Call Routing (ICR), which routes a call to the next available assistor without regard to the area code of the originator, was not used in an attempt to provide practitioners with relationship-based assistance with the same team of CSRs.
Our analysis of incoming calls during the 6-month period from April 1 to September 30, 2002, also confirmed that the geographic routing plan had produced an uneven call distribution pattern among the 5 PPS call sites. As illustrated in Figure 1, one call site received substantially more calls and another site received significantly fewer calls than the remaining three call centers.
1. Distribution of Total PPS Call
Volume by Hour of Day
– September 2002
Figure 1 was
removed due to its size. To see Figure
1, please go to the Adobe PDF version of the report on the TIGTA Public Web
The internal review team recommended instituting ICR across all five sites to alleviate the imbalances in service and staffing. The IRS implemented ICR on February 24, 2003.
The internal review team also recommended developing and implementing a communication plan to inform and educate the practitioner community regarding the scope and availability of the PPS, improving the handling of calls that are outside the scope of the PPS by establishing priority call routing from the PPS line to IRS toll-free lines in Compliance Services, and planning for specialization by type of taxpayer account as soon as possible. Under the last recommendation, three PPS sites would specialize in handling inquiries about individual taxpayer accounts, and two PPS sites would specialize in handling inquiries about business taxpayer accounts.
We concur with each of the above internal review team recommendations.
During 2002, calls to the PPS line were generally routed to designated campus sites based on the caller's area code. If the prerouting status checks showed that the average queue time at the designated site was above a specified threshold, the caller was given the option to have the call routed to another site that could provide faster service or routed to the original designated site.
The IRS had established an 80
percent CSR LOS goal for the PPS line for FY 2002. However, the IRS goal did not include
a strategy for assuring that the callers were connected to a CSR within a
predefined time period that reflected caller
tolerance or expectation for waiting.
As a result, one-third of the callers to the PPS waited over 5 minutes
for assistance while another 13 percent abandoned their calls before receiving
Across all call center industries, the average queue time
is 150 seconds. However, a report
issued as part of the National Performance Review stated that, "Customer
queue time approaching 1 minute is universally associated with unacceptable
levels of customer service, and is strongly correlated to lost business, lost
opportunities and high levels of customer dissatisfaction."
In the first PPS customer satisfaction survey report issued
in November 2002, the "length of wait to talk to a representative" was the
factor that received the lowest satisfaction rating, scoring 3.46 on the
5-point scale. The report also showed
that 29 percent of the tax professionals surveyed were dissatisfied with their
wait time and that another 18 percent indicated that they were neither
satisfied nor dissatisfied. The survey results also showed that only
one-third of the tax professionals were completely satisfied with the length of
time they waited to talk to a representative.
An additional 21 percent were somewhat satisfied with the wait
However, the survey was not designed to measure customer
expectations for waiting for assistance.
The survey only asked the participants to rate their satisfaction with
the length of their wait to talk to an IRS representative. It did not capture the customer's perception
of how long they waited nor whether the IRS had exceeded, met, or failed to
meet their expectations.
For the 6-month period from April 1 to September 30, 2002, 419,269
calls were routed to the 5 PPS call centers.
The CSRs handled 349,387 of these calls (83 percent) and another 13,760
calls (3 percent) were handled by an automated voice message system. During this period, 56,122 calls were
analyzing the PPS telephone data, we used the "call abandonment rate" as a
guide for estimating a tax professional's tolerance for waiting for assistance. As
shown in Table 1, 30,981 (55 percent) of the abandoned calls were abandoned in
3 minutes or less. This may indicate
that, for most tax professionals, the tolerance for waiting to be connected to
an assistor does not exceed a threshold of 3 minutes.
Table 1.
Abandoned PPS Calls by Caller Wait Time
April – September 2002
Number of |
Abandon Rate |
seconds or less |
7,743 |
14% |
seconds to 1 minute |
11,054 |
20% |
than 1 minute, less than/equal to 2 minutes |
7,691 |
14% |
than 2 minutes, less than/equal to 3 minutes |
4,493 |
8% |
than 3 minutes, less than/equal to 5 minutes |
6,586 |
12% |
than 5 minutes |
18,555 |
33% |
Total |
56,122 |
100% |
Source: TIGTA Analysis of the IRS' Telephone System Data.
Of the calls received at the PPS call centers, CSRs
answered 39 percent of the calls in 3 minutes or less, while the delay for 34
percent of the callers was over 5 minutes.
The average delay before speaking to an assistor fluctuated by as much
as 50 percent or more among the 5 PPS sites.
Depending on the call site, callers making an inquiry about an
individual taxpayer account waited an average of 4 to 8 minutes to talk to an
assistor. Those callers needing
assistance with a business taxpayer account waited an average of 3 to 7
A caller's tolerance for waiting can be influenced by a
variety of factors. When callers are
connected to a PPS call site, for example, there are no announcements made
regarding the expected wait time.
Uncertain waits tend to seem longer than defined waits. Some professional service organizations bill
their clients on an hourly basis in quarter-hour increments. The fact that their time is billable to
their clients may significantly influence their tolerance for waiting. Other factors that can affect a caller's
tolerance for waiting include their expectations based on prior contacts, their
availability to wait, and who is paying for the call.
Although the use of ICR and the implementation of skill specialization should enable the IRS to achieve a more even distribution of incoming calls among the PPS sites, it will not necessarily ensure that callers are connected to a CSR in a timely manner. We found that among the three PPS centers that received similar call volumes, as previously illustrated in Figure 1, the wait time for individual tax account assistance at one center was disproportionately higher than that at the other two centers.
Connecting tax professionals to
a CSR within a prescribed time period will not happen by chance; it has to be
planned. Call center industry experts consider the selection of an appropriate
service level to be the first step in effective planning, staffing, and
management decisions. In the context of
the industry definition, service level is a performance measure that reflects
the percentage of callers that spoke with an assistor within a specified amount
of time. Across the call center
industry, service level is preferred over the percentage of calls answered and
other measures because it gives the clearest indication of what callers
experience when they attempt to reach the call center. Service level provides senior management and
customers with a gauge for determining how accessible the call center is. It also reflects an organization's desire to
make it easy for customers to do business with them. A concrete service level objective provides the basis for meeting
or exceeding customer expectations. An
appropriate service level for any organization should:
Meet the
callers' needs and expectations.
Keep call
abandonment at an acceptable level.
Minimize agent
burnout and errors.
Any interaction with a customer should be measured against inferred or known customer expectations. Inferred customer expectations may be based on best-in-class service for a particular industry or arbitrarily based on cost constraints and management's best guess at what constitutes world-class service. Known customer expectations are derived from surveys and unsolicited customer feedback.
A poor service level is likely to result in customer frustration and
lead to a high rate of abandoned calls.
Customer frustration can also have a negative impact on employee
satisfaction and call handle time if employees constantly spend time listening
to customer criticisms of their experience and making necessary apologies. When employee satisfaction deteriorates,
burnout and turnover fluctuate, and recruitment and training costs increase.
To determine if
the IRS would need to hire additional staffing to answer 80 percent of the PPS
calls within 180 seconds, we input the average volume of calls received during
the peak calling hours into an Erlang C Call Traffic Model calculator. As shown in Table 2, 80 CSRs were the
maximum number required to answer the hourly call volume.
Table 2. PPS
Staffing Requirements per Hour
to Answer All Calls Within 3 Minutes
Average Volume |
CSRs Required |
9 a.m. |
205 |
42 |
10 a.m. |
300 |
60 |
11 a.m. |
370 |
73 |
12 p.m. |
349 |
69 |
1 p.m. |
370 |
73 |
2 p.m. |
406 |
80 |
3 p.m. |
374 |
74 |
4 p.m. |
342 |
68 |
5 p.m. |
230 |
47 |
Source: TIGTA Analysis of the IRS' Telephone System Data.
The 3 call sites that we
visited employed 131 CSRs on the day shift and 70 CSRs on the night shift. Therefore, the IRS already has the staffing
that it needs to answer 80 percent of the average call volume received on the
PPS line within 180 seconds. Only 1
additional CSR would be required to answer 85 percent of the calls in 180
To further honor the IRS' commitment to provide tax professionals the
best service possible by reducing caller wait time, the Director, Customer
Account Services, SB/SE Division, needs to:
1. Establish a service level goal for the PPS line that more closely mirrors the call center industry definition of service level (i.e., the percentage of incoming calls that are answered within a specified threshold). This can be accomplished by conducting a service-level elasticity study to determine the length of time that most practitioners are willing to wait for a representative to answer and determine if customer satisfaction with wait time affects their rating of how well the CSR handled the call. As part of the study, the SB/SE Division needs to:
Modify the customer satisfaction survey to include
questions that measure perceived wait time and customer expectations. To measure perceived wait time, for example,
the question might ask, "How long would you estimate you waited on the
telephone before speaking with a representative?" The question should be followed with choices such as: (a) 0 to 30
seconds, (b) 31 to 60 seconds, (c) 2 to 3 minutes, (d) 4 to 5 minutes, or (e)
more than 5 minutes. To measure
customer expectations, the question might ask, "Was your wait shorter, longer,
or as long as you expected?"
b. Gain insight on perceived versus actual wait time and whether it affects customer satisfaction by analyzing the telephone system data to determine actual customer wait time and comparing it with the survey results.
Management's Response: Management's response was due on June 27, 2003. As of July 2, 2003, management had not responded to the draft report.
2. Include the newly defined service level goal in the formation of assumptions to develop staffing models to deliver the service.
3. Pursue the necessary technology to be able to provide a message to practitioners, when the call arrives at the call center, estimating how many seconds or minutes they are likely to wait before speaking with a CSR.
Appendix I
Detailed Objective, Scope,
and Methodology
The overall objective was to evaluate whether the Internal Revenue Service's (IRS) new Practitioner Priority Service (PPS), which was launched in 2002, is providing tax professionals with easy toll-free telephone access to tax account information needed on behalf of their clients. We initiated this review as part of our continuing audit coverage of the IRS' various toll-free product lines. In accomplishing this objective, we:
I. Identified criteria to use in assessing the adequacy of the access provided to those who contacted the PPS.
A. Researched the Internal Revenue Manual and other IRS guidelines to determine the goals established by the IRS for providing accessible telephone service.
B. Reviewed the IRS' business rules for routing calls to the PPS call centers.
C. Reviewed call center industry publications to identify guidelines for establishing call center objectives and measures related to accessible telephone service.
D. Reviewed customer satisfaction survey results for caller concerns and expectations.
II. Evaluated whether the IRS consistently delivered access to practitioners whose calls to the PPS were geographically routed to one of five call centers.
A. Analyzed the Aspect Call Detail Table data and calculated the average amount of time (including ring, queue, and delay times) callers waited to be connected to a Customer Service Representative (CSR) at each call center.
B. Evaluated whether the IRS' CSR Level of Service (LOS) goal for the PPS reflected caller tolerance and/or expectation for waiting.
1. Analyzed the Aspect Call Detail Table data and stratified the volume and percentage of calls abandoned by selected time intervals to estimate caller tolerance for waiting.
2. Reviewed the results of the PPS customer satisfaction survey to determine if practitioners were satisfied with the amount of time they waited for assistance.
C. Evaluated whether the CSR LOS calculation logically represented the percentage of calls to the PPS that assistors answered.
1. Reviewed the Aspect Threshold Record for each of the three call centers visited to determine if the threshold settings were consistent.
2. Interviewed system analysts at the call centers and/or the Joint Operations Center (JOC) to determine whether periodic changes were made to threshold settings, the reason for any changes, and whether a record was kept of those changes.
3. Interviewed system analysts at the call centers and/or the JOC to determine the threshold for counting a call as a primary abandon. Determined the data sources for the network and site-level primary abandon calls.
4. Compared selected call information reported on the IRS Snapshot Report to telephone system reports and the Workload Inventory Tracking System report. Determined the reason for any significant differences in the reported call information.
D. Determined if the PPS call centers consistently handled calls in the queue.
1. Interviewed system analysts to determine their method for managing incoming call traffic and for determining necessary staffing adjustments.
2. Determined the specific informational/noninformational messages that are played while callers are in the queue and determined the timing of these messages.
3. Compared copies of the Call Control Tables for the three call centers visited to determine whether there were any inconsistencies in the placement of messages played to callers in the queue.
E. Evaluated whether the IRS could answer 80 to 85 percent of its average hourly call volume without hiring additional staff.
1. Analyzed the Aspect Call Detail Table data to determine the time period during which the highest volume of calls arrived at the call centers.
2. Analyzed the Aspect Call Detail Table data and calculated the average call volume for each hour of the peak calling period.
3. Analyzed the Aspect Call Detail Table data and calculated the average time CSRs spent handling an inquiry.
4. Computed staffing requirements using an Erlang C Call Traffic Model calculator and selected assumptions for answering 80 to 85 percent of the average call volume in 180 seconds.
5. Obtained the number of CSRs used to staff the PPS at the three centers we visited.
Appendix II
Major Contributors to This Report
Richard J. Dagliolo, Director
Philip Shropshire, Director
Frank J. Dunleavy, Acting Director
William E. Stewart, Audit Manager
Una K. Smith, Senior Auditor
Denise M. Gladson, Auditor
Marjorie A. Stephenson, Auditor
Appendix III
Commissioner N:C
Deputy Commissioner for Services and Enforcement N:SE
Acting Deputy Commissioner, Small Business/Self-Employed Division S
Director, Customer Account Services, Small Business/Self-Employed Division S:CAS
Chief Counsel CC
National Taxpayer Advocate
Director, Legislative Affairs CL:LA
Office of Program Evaluation and Risk Analysis
Office of Management Controls N:CFO:AR:M
Audit Liaisons:
Commissioner, Small Business/Self-Employed Division S
Director, Customer Account Services, Small Business/Self-Employed Division S:CAS


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Chile Adventure Holidays
Holidays to Chile and Easter Island is an exploration of the 'thin' country at the southern end of the world is one of the great rewards for the adventure traveller. Patagonia is a heady cocktail of lakes, peaks, deserts, glaciers and no shortage of wildlife. It is a feast of wild places and astonishing scenery tailor made for walking. The biggest icons are the lakelands, dominated by the great Pucon volcano, the Atacama desert (the driest in the world), the vineyards, Torres del Paine, Tierra del Fuego and the marine life of the south Pacific Ocean. The magnificent mountains are bordered by windswept grasslands, with millions of sheep tended by a few intrepid gauchos who live under the spine of the continent - the imperious Andes. Photogenic, breathtaking and a true wilderness, Chile seldom disappoints.
To find out more about this fascinating country check out our Country Guide to Chile and Easter Island


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NOLA FOR LIFE Midnight Basketball Season 6
NOLA FOR LIFE Midnight Basketball Season 6
On Saturday, March 8, 2014, the City of New Orleans, the New Orleans Pelicans and PlayNola will begin the sixth season of NOLA FOR LIFE Midnight Basketball.
The 10-week season welcomes a new sponsorship from Nike, including the donation of 150 new uniforms. Each week, members of the winning team will each receive a pair of tickets to a Pelicans home game and the team that wins the most tournaments by the season's end will receive a $1,000 grand prize plus a championship package from Nike.


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Section 38 (1) of the Localism Act 2011 requires English and Welsh local authorities to produce a pay policy statement for 2012/13 and for each financial year after that. The Act does not apply to local authority schools.
Carmarthenshire County Council's Pay Policy for 2013-14 was approved by full council on 6th March 2013 and is available to view here:


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CHARLESTON, W.Va. -- The West Virginia Power pitchers were the ones doing the intimidating during Tuesday's doubleheader.
Nineteen-year-old Tyler Glasnow and Jhondaniel Medina set the tone in the opener, combining on a one-hit shutout as the Power blanked the Kannapolis Intimidators 1-0 in seven innings.
Then in the nightcap, 18-year-old Luis Heredia and Kyle Haynes worked on a three-hitter as West Virginia completed the sweep with a 5-1 victory over the Intimidators. A paid crowd of 1,979 attended the South Atlantic League matchup at Appalachian Power Park.
The Power (18-11), which has won six straight, vaulted a half game into first place of the Northern Division over the Hagerstown Suns (19-13).
West Virginia and Kannapolis (12-20) were rained out Monday, which forced the doubleheader on getaway day. Both games were seven-inning affairs.
The 6-foot-7, 213-pound Glasnow fired six shutout innings, surrendering one hit and two walks with six strikeouts to earn the win. The right-hander from California improved to 7-2 and lowered his earned run average to 2.27. Glasnow only allowed four balls to leave the infield.
"He's trying to figure out how to be great,'' said Power pitching coach Jeff Johnson. "He's still too young to know that yet. He's come a long way since the beginning [of the season]. I'm proud of that.''
Medina earned his third save in the final frame, setting down the Intimidators in order. He punctuated the effort by fanning Kannapolis' Kale Kiser, who got the lone hit off Glasnow on a broken-bat infield single in the fifth.
Heredia (2-2) allowed one earned run on three hits with two strikeouts and three walks. After winning his debut at home June 23, The 6-6, 243-pound Heredia posted a 0-2 mark in four starts on the road with a 6.31 ERA.
"Luis's doing what an 18- and 19-year-old is going to do,'' Johnson said. "He's really good at times and sometimes he's not. He battled through some things. The third inning was difficult for him and he got out of that without a lot of damage.''


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Power of SUNY
Year 1
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The Power of SUNY
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Contact Us
The New York State Energy Research and Development Authority (NYSERDA), the SUNY College of Environmental Science and Forestry (ESF) and RadTech International announced in May 2011 the establishment of a research, development and industrial testing center to help make manufacturing processes in New York more energy efficient, environmentally friendly and economical. NYSERDA will provide nearly $1 million in funding for the Ultraviolet Light (UV) and Electron Beam (EB) Process Curing Systems Technology Center on the ESF campus. The goal is to develop environmentally friendly ways to make an assortment of coatings and resins dry more quickly - nearly instantaneously - thereby reducing both costs and emissions while streamlining manufacturing processes. The center will help development formulas that produce little to no harmful emissions in the manufacture and application of inks, paints and coatings, as well as resin binders used in the fabrication of composite materials such as fiberglass composites used to make wind turbine blades. The facility will allow manufacturers to test the UV and EB technologies to see how they can apply the new technologies to their businesses before investing in equipment. Cost savings with UV and EB processes are typically significant enough that the equipment pays for itself within two or three years, he said. Driscoll's co-director will be Dr. Jennifer Smith of ESF's Department of Sustainable Construction Management and Engineering. Industrial partners in the project include Knowlton Technologies of Watertown, a manufacturer of engineered composites and wet-laid non-woven materials; Transparent Materials of Rochester, a manufacturer of surface functionalized, self assembling nanomaterials for dental and biomedical composites; IBA Industrial of Long Island, an electron beam equipment manufacturer; and MAS Associates of Indian Lake, a manufacturer of data acquisition and automation systems.


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Show Title | Synopsis | Fans |
Walking Happy | Taking place in an industrial town in Lancashire, England, in 1880 the show concerns a hard-drinking... | 0 |
We Will Rock You | Taking place in the distant future, the story of 'We Will Rock You' exists predominately as a fr... | 144 |
The Wedding Singer | It's 1985 and rock-star wannabe Robbie Heart, who still lives in his grandmother's basement, is Ne... | 63 |
Weird Romance | Weird Romance is a two one-act musical containing with a curious mix of a science fiction framework ... | 0 |
West Side Story | On the mean streets of New York City, two gangs are in a long-lasting duel. The Sharks, a Puerto Ri... | 1139 |
Western Star | The show takes place in the Colorado Territory, circa 1875. The citizens of the town of Esperanza w... | 2 |
What About Luv? | The show takes place on the Brooklyn Bridge over New York's East River. Harry is about commit... | 0 |
Where's Charley? | Taking place in 1892, Oxford University students Charley and Jack are excited about their upcoming d... | 0 |
Whistle Down the Wind | Taking place in a small village in America's deep South, a devoutly religious 15-year-old girl, Cath... | 21 |
The White Horse Inn | Set in the beautiful Salzkammergut region of Upper Austria, 'The Whitehorse Inn' concern... | 1 |
Whoop-Up | Taking place near an Indian reservation in northern Montana, the show is a comedy focusing on two In... | 0 |
Wicked | Long before Dorothy flew in, two other girls meet in the Land of Oz. Elphaba, born with green skin, ... | 3648 |
The Wild Party | Taking place in the roaring 1920s ,'Wild Party' concerns a blowout party in one wild eve... | 53 |
Wildcat | Wildcat "Wildy" Jackson and her sister Janie arrive in Centavo City determined to strike... | 1 |
Wildcat on Safari | Set in a Safari Park, 'Wildcat On Safari' concerns the adventures of a loveable, scruffy... | 0 |
The Will Rogers' Follies | Claiming to have never met a man he didn't like, Rogers was America's first international multim... | 10 |
Wish You Were Here | The show takes place at Camp Karefree, a summer camp for adults. Depressed over her upcoming marria... | 2 |
The Wiz | While similar in plot to "The Wizard of Oz", The Wiz (usually) uses an all-black cast to... | 116 |
The Wizard of Oz (Prince Street Players' Version) | After a tornado whisks away a young Kansas farm girl, Dorothy, to the magical land of OZ, she starts... | 116 |
The Wizard of Oz (RSC version) | After a tornado whisks away a young Kansas farm girl, Dorothy, to the magical land of OZ, she starts... | 323 |


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Thanks Ekkehart. Is that for both models?
Looking at some previous numbers you guys have measured I see for high lamp, iris open, and shortest throw: HD550/RS15: D65: 840 lumens Native: 910 lumens HD950/RS25: D65: 710 lumens I know these values can vary from projector/lamp to projector/lamp, but from these numbers it is looking like the new models may not be brighter than last years at D65. --Darin |
Yes, because the extra brightness of the new models was used to make the 3D mode brighter.


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DXHM Radio
May 8, 2012, in Mati, Philippines
Two unidentified gunmen shot Libaton, 45, as he rode on the
back of a motorcycle driven by a fellow reporter in the southern city of Mati,
in Davao Oriental province, in Mindanao, the southernmost island in the
Philippines, according to local news reports. He died in a local hospital from
gunshot wounds to his face and body, according to the reports. His colleague,
Eldon Cruz, was unharmed.
Libaton was an anchor for the church-run DXHM Radio, local journalists reported. His colleagues told journalists that he had no known enemies and was not known for sensitive commentaries.
On May 12, police released composite images of two alleged gunmen based on information received by eyewitnesses, according to report by the Mindanao Examiner. Superintendent Anthony Placido, the deputy provincial police chief who led the task force investigating Libaton's murder, said that police had launched a manhunt for the two unnamed suspects. Placido said the motive for the attack was unknown, according to the report.
Motive Unconfirmed: CPJ is investigating to determine whether the death was work-related.
Related Articles:


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If they vote Obama, they are not anything near independence. Click Here if you Like this Comment
Personally, I´m not really buying into this. According to the article, these voters did not self-identify as Libertarians, they´re merely being grouped into that label by the pollster. So there´s a large grain of salt right there on this. Nevertheless, the chart accompanying the article was quite illuminating. So, basically they´re saying that voters who lean Conservative, want to ban pot, and favor free markets over government meddling still voted for Obama over Romney?That leaves only two possibilities: One, the voters of this country are hopelessly stupid and the country is totally screwed. Two, the media succeeded in pulling the wool over uninformed sheeple who simply voted for whom the media told them to vote for. God help us. Click Here if you Like this Comment
I´m sure a lot of Ron Paul supporters wound up voting for Obama because he´s their next best chance at legalizing pot.Supposedly these same people don´t want us doing world interventions but middle east uprisings and overthrows,supported by Obama are fine.Libertarians also didn´t seem all that upset about Obamacare either which tramples on people´s freedom of choice.I have a strong libertarian streak myself but it´s based on free enterprise and people making the most o fthe opportunity this country presents.We´re importing people from far away lands that are more American in their work ethic than Americans themselves.Samuelson´s article about a lost generation of workers wasn´t a condemnation of Obama´s anti-capitalism policies but the "economy" as an inert entity took the blame.This country would have already been feeling revived if Romney got elected because he proposed real hope. People sitting on their butts wanting a government rescue will be the real Obama victims at some point.Once your 25 or so and have no work experience,you´re dead meat in the workforce,especially if you´re a stoner..Binge drinking by young people isn´t getting the attention it should either.When you have people in their early 20´s who are already alcoholics,who pays for their upkeep as they get older and more useless?Liberatrians to some exptnt think everything is Ok as long as you don´t infringe on other people´s rights. That´s fine in theory as long as you have responsible people in the process. But progressive libertarianism is a free for all inflicting damage on taxpayers or family members at some point.These people push sex free for alls and now we see STD´s skyrocketing in NYC. Some taxpayer will have to pay for this treatment.These are the type people that will be added to medicaid expansion under Obamacare. Click Here if you Like this Comment 1 person like this.
"To keep your republic you need a free press and educated voters."we have neither. Click Here if you Like this Comment
The 65 million incredibly ignorant voters that elected our Buffoon-in-Chief is a problem. It is not our major problem.The 82 million lazy, clueless eligible voters that did not bother to vote seems to be a larger problem. 31.5% of the "eligible" voters re-elected the dufus. Click Here if you Like this Comment 1 person like this.
These "young Libertarians" are NOT Libertarians.Minimum Government. Maximum Freedom.That is a Libertarian. Look it up.http://www.lp.org/The Media is once again distorting the facts. Click Here if you Like this Comment
How fine is the line between a Libertarian and a Libertine?Ramona (the Pest) Click Here if you Like this Comment
Early morning snifter clink to #7! Click Here if you Like this Comment 1 person like this.
Now that defines Losertarian! Click Here if you Like this Comment
I think I understand now. Apparently a majority of the "libertarians" are asking us to pay for their portion of the government they don´t want. Click Here if you Like this Comment 1 person like this.
This is one of the many reasons (haha, see what I did there?) Ayn Rand despised Libertarians. Click Here if you Like this Comment 1 person like this.
Libertarians: Free Minds, Free Markets.Libertines: Dope and Strange! Click Here if you Like this Comment


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Rumor: Ignition Florida Shutting Down
by Alice O'Connor, Nov 04, 2010 7:00am PDTRumours are circulating that there's more trouble afoot at Ignition, with Gamasutra reporting that the developer and publisher's Florida studio has been shut down .
Ignition Entertainment has told Gamasutra that it "will make an official news release regarding the studio soon." It also says "we are continuing the Florida Studio's project," the 2009-due shooter Reich, "but refocusing it in the right direction."
An anonymous e-mail to GamesIndustry.biz claimed that members of Ignition's corporate office came into the studio with police officers and "asked the 70 members of staff including the GM and executive producer to pack up their stuff and go home."
This comes less than a fortnight after Ignition London's WarDevil was cancelled, having been in development for five years, and the studio repurposed to focus on digital distribution and publishing--with layoffs of around thirty rumoured.


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Looks like we're gonna have another boycott on our hands. I bet Amazon is scared—just look at the damage NOM's boycott has done to Starbucks. Just look. (Via my husband.)
Want great deals and a chance to win tickets to the best shows in Seattle? Join The Stranger Presents email list!


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So far, so good. That's the latest news available regarding dissolved oxygen content and water temperatures for several lakes in the Minot region. Biologists are paying close attention to North Dakota waters this summer because of the early spring and hot summer that has led to lakes and rivers warming sooner than usual.
Some lakes have actually seen their temperatures fall a few degrees from what they were in early July. The reason why is the occurrence of a few cooler days and nights mixed with occasional wind. However, cautions North Dakota Game and Fish Department biologist Jason Lee, Riverdale, some problems could still arise.
"The cooling down a bit has been nice to see, but we've got August left," said Lee.
August is known for producing some of North Dakota's hottest temperatures. Water temperatures in the 80's can cause problems for fish, including northern pike. About a dozen summer fish kills have occurred in the state this summer, but none have been reported recently.
According to Lee, a plus for lakes in the Minot area is full water conditions. Many small lakes were two to five feet lower a few years ago.
"So far everything looks pretty good," said Lee. "We looked at the Souris in three different locations. It wasn't great but not really bad either. We sampled three Turtle Mountain lakes. Lake Metigoshe, Strawberry Lake and Carbury Dam were all decent for dissolved oxygen levels."
Water temperatures in the Souris at Minot ranged from 77.5 to 78.6 degrees. Game and Fish was scheduled to deploy trap nets in the Souris in Minot this past week. One of the purposes of the netting was to attempt to determine the impact of last year's flooding on fish populations in the Souris.


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Located just a block from Chicago's renowned Magnificent Mile and surrounded by dining, shopping, Chicago attractions, and entertainment options, including American Girl, Shedd Aquarium, and Chicago's famous Navy Pier.
Comfortable accommodations, with in-room refrigerator, microwave, and complimentary wired and wireless high speed internet access.
American Girl Hotel Package – Bring your little girl to Chicago's American Girl Place on the Magnificent Mile.
Chicago Cubs Hotel Package – It's time to play ball at historic Wrigley Field.
Shedd Aquarium Hotel Package – includes two VIP Shedd Aquarium tickets and a special surprise upon arrival.
Sundae Funday Package - 1,000 Starwood Preferred Guest® (SPG) Points and complimentary dessert


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Image Number: 0071-0901-2314-3519
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*Prints may not be reproduced!
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