Building Working Relationships With Customers Essay

Effective discourse strategies hind end help towards building strong subject fielding relationships with clients and clients and atomic number 18 real important for the progress of either comp both(prenominal). It is innate to create a ripe(p) impression and therefore it is important that the employees self introduction meets the expectations of the guest and leaves them with an over each positive opinion. Employees appearance is essential for creating a full first impression to the node. It is important to look professional and to repartee appropriately according to your working environment. While some companies require smart dress code at all times, for others wearing a suit may be seen as too dressy and would suggest that the employee is not long-familiar enough with the eccentric person of calling. Ideally employees acquit to c befully consider the type of clients their company is aiming for and do their best to associate themselves with them, unendingly ai ming for a unbent and tidy appearance.Major factor for ones self presentation is their attitude towards clients. It is vital to show interest in meeting the nodes needs and making them feel valued. A roaring employee alship canal shows engagement to a query and ideally aims to be much than-productive, guest-foc utilized and profit-gathering. Their manners should pagean establish positivity and helpful attitude at all times. It is important to be attentive and oppose appropriately to nodes needs and focus on delivering business enterprise results. Satisfied customers are likely to give well-grounded feedback just about your work and are more likely to persevere loyal, making future purchases repeatedly. They are considered a real asset to the arrangement and ideally would still accept to use the like company over going for a contests profits. Moreover their positive feedback can attract new say-so clients, contribute towards achievement of wider business goals for the company and make it more successful at the marketplace.In order to be able to deal more efficiently with their clients needs, companies pass on various protocols designed to improve their employees customer do and productivity. The protocols consist of a set of guidelines covering the correct conduct towards customers, view out the main duties which customer-facing employees abide to be able to carry out. thence the company secures that its employees are delivering a consistently high level of  table service to the customers. Protocols usually cover key areas of customer service describing how to appropriately respond to customers and how to refer to a relevant individual. This may include telephone etiquette aiming to answer a phone call within three rings and come up to the customer with an exact phrase before taking their details. Responding to e-mails on the equivalent day using the correct wording and sending out earn along with a complimentary slips from the company. It can besides cover record details and processes on to a specific database, creating customer files and recording different actions and outcomes of employees daily duties for example completing flow chart templates covering the progress of a certain projection or a project.Protocols are important not only for improving the bideards of general customer service and minimising the possibility of errors, but also to protect employees from occasions where unfair claims and disciplinary proceedings which may occur. In my job role as an decision maker at a traineeship pull up stakesr company, I rarely have to connectedness any external customers and my clients are assessors working at different departments of the same organisation. I am responsible for processing their new learners registrations and have to celebrate a certain guidelines on a daily basis to ensure my work is done correctly. When receiving a new request I present our new learners for the relevant qua lification with the correct awarding body and reach their details on to an online registrations system. The next step is liaising with a colleague from finance department and issuing a purchase order number. I have to make a copy of the new registration details and reenforcement in the learners file.According to my companys protocol I have to complete all new registrations within two days from the master key submission date and cop back to the assessors by e-mail erstwhile I have dealt with their request. Although there is no nut etiquette I have to follow when responding to them, it is important that I stick to the protocol and ensure all data is correctly processed and saved. Appropriate communication between customers and employees is essential for any companys progress. Showing respect in every interaction is vital and there is certainly no place for invalidating or rude attitude towards the client. Good telephone manner and polite face-to-face communication is equally i mportant in both formal and informal spots. If any differences in views or ideas occur employees should first try to understand them from the clients perspective and then respond by emphasizing what they can do to help resolving the matter. Unfortunately, customers are more likely to speak up and make a bang about a bad customer experience, rather than giving feedback about a positive one.On occasions when someone has raised a complaint to me within my company I listen to the client without passing any judgements or rushing to give an advice and follow through with stating what I can do to help resolve the problem. It is important that the customers see a degenerate and appropriate response to their issue, know that that I am looking frontward to helping them and that my organisation cares about providing them with a solution. In situations where I count on I cannot resolve a clients problem I seek advice and help from a manager or a more experienced employee. I focus on is sues and not personalities when I salute and pass on the complaint and express appreciation when others give me assistance. In situations when a client has complained about an error do by an employee from my company, the situation is usually dealt with by a department manager or coordinator, who ensures that the customer receives the necessary compensation and that the same mistake would not be made again in future. Customer satisfaction is essential for the survival of any business, therefore it is important that the clients needs should be met and if viable exceeded.To do that, companies look for employees who can identify what the client is looking for and provide with good service. This can prove to be a challenging task as customer needs are a dynamic feature, establish on a wide range of changing factors and it can be difficult to know exactly what someone is looking for. Common prefatory expectations are helpful high quality products or services and war-ridden pricing. Employees should be prepared to go above and beyond to satisfy the customer expectations, as this will increase the sales and create additional business opportunities. It is important that needs should be met because then there is a break in possibility that the client will choose to do business with the organisation. However, if their expectations of customer service are exceeded they are likely to become loyal customers and use other services in future. Thus the company will stand out, differentiate from the rest of its competitors and has better chances of expanding. Positive working relations with any customer will bring more investments and will make the organisation more popular on the market.It will also allow the employees to get to know their customers better, find the right matches for their needs and find new ways to deal effectively with any problems or complaints. Important aspect in building good working relationships is agreeing on certain quality standards and t imescales for their requests. By doing so, both parties are agreeing on setting a specific stub and the company can make sure it stays focused on the right needs of the customer and knows exactly what has to be done so that the clients are satisfied with the end result. It encourages new improvements and ensures consistency in service. Reviewing customer service provision is the process through which the company receives and evaluates feedback for their services to their clients. there are various ways to do this and most popular ones are informal feedback and completing surveys, comments book and questionnaires. My company often uses online evaluation sheets and has also dedicated a section from its official webpage for comments and suggestions. Customers can choose to remain anonymous when sharing their customer service experience. Although feedback information important, yet sometimes difficult to obtain, companies need to ensure their customers are not pressurised to participat e in the evaluation if they are not interested to do so. Building good working relationships with clients helps towards the continuous improvement of companies services, brings more profits and attracts new dominance customers.

Mr Know All

(for working with Lesson 2 end) by Adele Raemer email&160 comforted co. il Lesson 2 Work scallywag 10 occlusions each say 1. Where does the novel take place? In what year? 2. What does the opening separate tell us most the speaker and his attitude? 3. In the flake paragraph the speaker says that he doesnt like Mr. Kelada. What doesnt he like to the highest degree him? 4. When Mr. Kelada introduces himself to the narrator, the narrator says that he asked if he was right in viewing my find was so and so. why doesnt the narrator bother to tell us his give birth name? 5.In the conversation that follows this introduction, the narrator is surprised to find out that Mr. Kelada is English. wherefore is he so surprised? Why does the economiser describe his disbelief as being asked rather tactlessly? 6. What impression is created by Mr. Keladas conduct at this low meeting? 7. Where does the narrator suspect that Mr. Kelada was born? How do you know? Vocabulary work Use the fol lowing wrangle in a sentence to learn that you understand them (5 points for each sentence) 1. accommodation 2. side 3. port-hole 4. gestures 5. exuberant 6. flask bare(a) credit question (10 points) rite conquer as many words or phrases that you can find that present that the narrator was prejudiced against Mr. Kelada. Explain why they show prejudice. Lesson 3 Mr. know-it-all (for working with ECB Anthology- questions from EMT) Workpage (Answer on a separate page in love sentences. ) 1. What is special about Mrs. Ramsay? 2. What kind of man is Mr. Ramsay? 3. Write down at least 3 affairs that Mr. Kelada did that annoyed the narrator. 4. Which of those could be considered cultural difference, and which were just a part of his personality that clashed with that of the narrators? 5. eviscerate Mr. and Mrs.Ramsay. How do you remember that author feels about them? ( consider quotations to support your fare. ) Extra credit (Answer EITHER 6 OR 7) 1. Why does the narrator call M r. Kelada The best hated man on the mail? (EMT p. 177 ECB p. 37 linage 110) 2. Vocabulary work Use the following words in a sentence to show that you understand them 1. airs (EMT p. 176 ECB p. 36 line 72) 2. snub (EMT p. 177 ECB p. 37 line 99) 3. intolerable (EMT p. 177 ECB p. 37 line 113 ) 4. loquacious (EMT p. 177 ECB p. 37 line 115) 5. argumentative (EMT p. 177 ECB p. 37 line 115) Ques. 1-5 atomic number 18 worth 20 points eachExtra credit question is worth an additional 10 points. Mr. Kelada sees Mrs. Ramsays chain of pearls. pic pic pic pic pic pic pic pic pic pic pic pic pic pic pic Mr. Kelada says that he is mistaken. Lesson 4 1. Using the flow chart, fill in what happens from the point when Kelada sees Mrs.Ramsays chain of pearls, to the point when he says he is mistaken. 2. Why does Mrs. Ramsay go to bed with a headache? 3. In the last paragraph the narrator says, At that moment I did not entirely dislike Mr. Kelada. Has the narr ator changed at all during the story? What are your feelings towards Mrs. Ramsay, Mr. Kelada and the narrator by the end of the story? 4. Why did Mr. Kelada set to protect Mrs. Ramsay? What does this tell us about him? 5. What is Mrs. Ramsays answer at the end of the story? Why is the name on the windbag written in block letters? How does this make you react to Mrs.Ramsay? Extra credit question (10 points) 6. What do cultured and tangible pearls symbolize in the story? Lesson 5 1. Look for and list the cultural differences between the narrator, Mr. Ramsay and Mr. Kelada. 2. controvert cultural differences between you, as Israelis, and those seen in the characters. With whom do you feel walking(prenominal)? Why? 3. Why is the story told in the starting person? What arrange does it put one over on us, the readers? 4. The following are very British expressions. Find them in the text, and think of another way to say the same thing (in English). jolly glad (EMT p. 175 ECB p. 35 ) ather (EMT p. 175 ECB p. 35) chap (EMT p. 177, ECB p. 38 ) commence (EMT p. 178 , ECB p. 38) rot (EMT p. 179 , ECB p. 40) had been caught out (EMT p. 180, ECB p. 41) retire (EMT p. 180, ECB p. 41) 5. Find examples of sarcasm in the story. last Assessment (Individual work) Choose ONE of the following 4 questions, and record your answer on a tape. Your answer must cover all of the aspects of the question, and show that you understand the story. It must last between 3 and 5 minutes. 1. piddle that you are Mr. Kelada, and tell the story to your friend in Japan (from your Mr.Keladas point of view). 2. Answer the following questions orally a. Why is the story told in the first person, and why arent we told the narrators name? b. Why did the narrator decide that he dislike Mr. Kelada even before he met him? What does this tell you about him? Do you think the writer was trying to say something about the British, in general? 3. Describe the 3 different stereotypes that the wri ter shows in this story. 4. Mr. Kelada / Mrs. Ramsay Why did Mr. Kelada decide to protect Mrs. Ramsay? What does this tell about him? What does Mrs. Ramsay do in return?What do you think about her reaction? Criteria for grade (according to oral bag. scales) show familiarity with the characters and the story prove the questions fluently discuss the questions with a minimum of grammatical mistakes remain within the given judgment of conviction (1 1/2 3 minutes) Evaluation page for separate work (Mr. Know All final action mechanism) Name of conclave observer__________________ Names of group members ___________________________________________________________ If the answer is YES put a fall in in the box. If it is NO leave the box empty. In some cases, in that respect may be more than one YES answer. I.Evaluation for answering the questions 1. My group read, understood and followed the instructions. 2. My group decided together who would answer next- there was no real leader . 3. One person from my group decided to take charge (be the leader) , and drum the turns. 4. My group decided together on a leader, who organized the turns. 5. My group worked more cost-efficiently / the same / less efficiently than they did in the first activity. Explain______________________________________________ _____________________________________________________ II.Evaluation for group discussion My group 1. . discussed the question in an organized manner, taking turns. 2. discussed the question in an unorganized manner each person verbalise when they felt that had something to say. 3. discussed the question in Hebrew. 4. discussed the question in English. 5. How did the group decide who would be the secretary ___________________________________________________ III. My group discussed the following questions 1. exhaustively / Superficially / Didnt put up enough time 2.Thoroughly / Superficially / Didnt have enough time 3. Thoroughly / Superficiall y / Didnt have enough time 4. Thoroughly / Superficially / Didnt have enough time 5. Thoroughly / Superficially / Didnt have enough time IV. Summary yes no Do you feel that your group worked in an efficient manner? ? ? How could they have been more efficient? _______________________ __________________________________________________________ __________________________________________________________ Do you think they did this activity more efficiently than they did the first time? yes no ? Explain. ______________________________________________________ ______________________________________________________________ __________________________________________________________________________________________________________________________________________________________________________________________ V. Your opinion I liked / didnt like being the group evaluator. Why_______________________________________________________ I learned something / nil about working in groups by being the ev aluator. Please write anything else that you have to say here

How does haddon create sympathy for ed boone? Essay

How does Haddon hold unselfishness for Ed Boone?In the novel, The Curious Incident of the Dog in the Night Time, I shall be exploring how Haddon cr downes sympathy for protagonist, Ed Boone. I give birth many aspects to cling to my point of view. Firstly, our first impressions for the character of Ed Boone were that he was a caring and loving bring forth that knew how to handle his even by means of his difficulties. We sock he understands his son and plenty always empathise with Christopher, because preferably of sh let oning at or hugging Christopher when he got arrested, he stagger his fingers in a fan as a sign of crawl in for Christopher. We sympathize with Ed because he was currently facing the hardships of being a single parent upbringing an autistic stripling. Haddon makes us sympathize with Ed Boone from the beginning of the novel and carries on through come forth exceptionally.In addition, Haddon heightens out sympathy for Ed Boone when successfully writing a pa thetic fallacy for Ed. This happened when Ed had a loving son, wife, home and job, just now then we began to sympathize with him because his wife left him for his next door neighbour and he was left alone. So, he started a new relationship with Mrs Shears and soon split up and Ed was left vulner adapted on his own, yet again. The impact on Haddon using this technique give help the subscriber sympathize with Ed from the start of the novel and successfully turns him into a victim in the novel. Furthermore, we as readers good deal now sympathize with Ed far easier and when Ed hides things to protect Christopher, we can infer and deduce he knew Christopher wont be able to take it all in and it would affect him dearly. So, Ed did what he thought was best and protected Christopher from knowing the details about his beat and Wellington. We can understand that its difficult and Christopher will not be able to handle it, therefore Ed hid certain information from Christopher out of lov e and the understanding he has for his son. Moreover, our sympathy was addicted yet again to Ed when he came back from work and found his son missing.However, Ed being the responsible parent that he is phoned the police and worried himself sick. We can infer and deduce that Ed obviously loves Christopher and the thought of him away from his father worries him. We feel sorry for Ed because we dont whether he will see his son again and neither does Ed. We can put ourselves in his shoes and know he must be feeling alone, hangdog and full of regret and remorse, because of this, we feel sorry for the character of Ed Boone thank to Haddons incredible techniques and powerful plot that guarantees sympathy given to the pen character, Ed Boone. Finally, the last point I have in which Haddon makes the reader give an endless amount of sympathy and love to Ed, is where Haddon written out the situation of a single working parent of an autistic teenager who has many special needs. In which, in able to look by and by teenager, Christopher, you have to understand his needs and wants.To do this you will need a lot of patience and it can be very difficult at times because Christopher can last several days without eating or communicating. Also, he wont eat any devil foods touching, in result of them being thrown away and he doesnt eat or touch anything that is the colour brown or yellow. Christopher has many early(a) needs and Ed has to understand Christophers mind frame and know what to do in able to cope with his son. To be able to eff with Christopher and have such a close relationship between the two of them, takes a great amount of patience and love, and is even harder to do when on your own. Haddon enable the reader to understand that life is challenging for Ed and makes us come to a realization that we will not be able to do what Ed is doing, so we naturally give our sympathy to Ed because of what he has to cope with in his day to day life.To conclude this essay , I strongly believe that Haddon creates many circumstances where the reader can sympathize with protagonist, Ed Boone. Because of Haddons phenomenal writing skills, we give nothing but sympathy and understanding to Ed as he faces many challenges, and because we cant help him, we comfort Ed and sympathize with him. Sympathy given to Ed from the reader was one of Haddons expectations from this novel, and I can really say he exceeded in this and brought true emotions for protagonist, Ed Boone.

Isds Ch 5

Business Intelligence, 2e (Turban/Sharda/Delen/King) Chapter 5 school school text edition and web digging 1) DARPA and MITRE teamed up to develop capabilities to automatic besidesy filter text-based schooling sources to pose actionable information in a timely manner. do h atomic number 53st Diff 2Page evinceer 190 2) A Brobdingnagian majority of business information is captured and stored in text documents that argon integrated. service dark Diff 2Page reader 192 3) text archeological range is important to competitive advantage because noesis is power, and cognition is derived from text entropy sources. dish up trustworthy Diff 2Page referee 192 ) The adjudicate and processes of text excavation argon different from those of selective information mine because with text excavation the excitant to the process be info files much(prenominal) as Word documents, PDF files, text excerpts, and XML files. rejoinder FALSE Diff 3Page reader 192 5) The benefits of text minelaying be greatest in argonas where in truth large amounts of textual data are be generated, such(prenominal) as law, academic research, finance, and medicine. dish up authentic Diff 2Page reader 192 6) uncrystallised data has a prede statusined format. It is usually organized into records as categorical, ordinal, and perpetual variables and stored in databases. coif FALSE Diff 2Page reader 193 7) Stemming is the process of trim down inflect wrangle to their base or root form. suffice current Diff 1Page referee 193 8) block vocalises, such as a, am, the, and was, are wrangle that are filtered appear precedent to or after impact of natural speech data. answer TRUE Diff 2Page ref 193 9) The goal of natural language impact (NLP) is syntax-driven text manipulation. effect FALSE Diff 2Page ref 196 10) Two advantages associated with the implementation of NLP are word sense disambiguation and syntactic ambiguity. dress FALSE Diff 2Page ref 196 1) By ap plying a learning algorithm to parsed text, researchers from Stanford Universitys NLP lab have developed modes that arse automati harbingery identify the concepts and relationships between those concepts in the text. Answer TRUE Diff 2Page Ref 197 12) text digging shtup be used to increase cross-selling and up-selling by analyzing the uncrystallised data generated by call centers. Answer TRUE Diff 1Page Ref 200 13) Compared to polygraphs for craft-detection, text-based deception detection has the advantages of being nonintrusive and widely applicable to textual data and transcriptions of voice recordings.Answer TRUE Diff 2Page Ref 201 14) The master(prenominal) purpose of realizeing the head is to collect all of the documents related to the stage setting of use being studied. Answer TRUE Diff 2Page Ref 207 15) The main categories of friendship bloodline methods are recall, search, and signaling. Answer FALSE Diff 2Page Ref 210 16) sack up varlets consisting of un unif ied textual data coded in hypertext mark-up language and logs of visitors interactions provide rich data that empennage easily provide strong and efficient knowledge baring. Answer FALSE Diff 3Page Ref 217 7) electronic network crawlers are clear capacity mine overlyls that are used to read by means of the meat of a vane site automatically. Answer FALSE Diff 1Page Ref 218 18) Amazon. com leverages Web usage history dynamically and recognizes the user by edition a cookie written by a Web site on the visitors computing machine. Answer TRUE Diff 1Page Ref 221 19) The quality of search results is unrea proclivityic to measure accurately victimisation strictly quantitative measures such as click- by means of rate, abandonment, and search frequency. Additional quantitative and qualitative measures are required. Answer TRUE Diff 2Page Ref 222 0) Customer experience management finishings gather and report accost feedback from site visitors by benchmarking against other site s and offline channels, and by supporting prognostic moulding of future visitor behavior. Answer FALSE Diff 3Page Ref 224 21) A vast majority of business data are stored in text documents that are ________. A) mostly quantitative B) virtually un organise C) semi-structured D) juicyly structured Answer B Diff 1Page Ref 192 22) Text mine is the semi-automated process of extracting ________ from large amounts of uncrystallized data sources.A) patterns B) reusable information C) knowledge D) all of the above Answer D Diff 2Page Ref 192 23) every of the spare-time activity are popular application areas of text mining chuck out A) information extraction B) document summarisation C) question answering D) data structuring Answer D Diff 2Page Ref 193 24) Which of the following correctly defines a text mining term? A) Tagging is the number of generation a word is found in a specific document. B) A token is an uncategorized block of text in a sentence. C) grow is the process of red ucing inflected words to their base form.D) A term is a single word or multiword phrase extracted directly from the dealer by means of NLP methods. Answer D Diff 3Page Ref 194 25) ________ is a branch of the field of linguistics and a part of natural language processing that studies the internal structure of words. A) Morphology B) Corpus C) Stemming D) Polysemes Answer A Diff 2Page Ref 194 26) Using ________ as a rich source of knowledge and a strategic weapon, Kodak non entirely survives further excels in its marketplace segment defined by innovation and constant change. A) visualization B) deception detection C) patent epitome D) semantic cuesAnswer C Diff 2Page Ref 194 27) It has been shown that the bag-of-word method may not produce good enough information meaning for text mining tasks. More advanced techniques such as ________ are needed. A) compartmentalization B) natural language processing C) evidence-based processing D) symbolic processing Answer B Diff 2Page Ref 1 95 28) wherefore will computing devices probably not be able to understand natural language the similar behavior and with the same accuracy that humans do? A) A true soul of meaning requires extensive knowledge of a issuing beyond what is in the words, sentences, and paragraphs.B) The natural human language is too specific. C) The part of speech depends only on the definition and not on the context within which it is used. D) All of the above. Answer A Diff 3Page Ref 196 29) At a very high level, the text mining process consists of each of the following tasks except A) fabricate log frequencies B) establish the corpus C) create the term-document matrix D) extract the knowledge Answer A Diff 2Page Ref 207 30) In ________, the job is to group an untagged collection of objects, such as documents, client comments, and Web pages into meaningful groups without each prior knowledge.A) search recall B) classification C) clustering D) grouping Answer C Diff 2Page Ref 211 31) The t wo main approaches to text classification are ________ and ________. A) knowledge engineering machine learning B) categorization clustering C) stand trend analysis D) knowledge extraction sleeper Answer A Diff 2Page Ref 211 32) Commercial software tools include all of the following except A) GATE B) IBM Intelligent Miner Data Mining Suite C) SAS Text Miner D) SPSS Text Mining Answer A Diff 2Page Ref 216 33) Why does the Web pose great challenges for effective and efficient knowledge discovery?A) The Web search engines are indexed-based. B) The Web is too dynamic. C) The Web is too specific to a domain. D) The Web infrastructure contains hyperlink information. Answer B Diff 2Page Ref 217 34) A simple keyword-based search engine suffers from several deficiencies, which include all of the following except A) a topic of any breath send word easily contain hundreds or thousands of documents B) some(prenominal) documents that are highly applicable to a topic may not contain the exact keywords delineate them C) web mining can identify authoritative Web pages D) many of the search results are marginally or not pertinent to the topic Answer CDiff 3Page Ref 217 35) Which of the following is not one of the three main areas of Web mining? A) Web search mining B) Web kernel mining C) Web structure mining D) Web usage mining Answer A Diff 2Page Ref 218 36) Which of the following refers to developing useful information from the links included in the Web documents? A) Web content mining B) Web subject mining C) Web structure mining D) Web matter mining Answer C Diff 2Page Ref 219 37) A ________ is one or more Web pages that provide a collection of links to authoritative pages, reference sites, or a resource list on a specific topic.A) hub B) hyperlink-induced topic search C) spoke D) community Answer A Diff 2Page Ref 219 38) All of the following are types of data generated through Web page visits except A) data stored in server addition logs, referrer logs, agent lo gs, and client-side cookies B) user profiles C) hyperlink analysis D) metadata, such as page attributes, content attributes, and usage data Answer C Diff 2Page Ref 220 39) When registered users revisit Amazon. com, they are greeted by name. This task involves recognizing the user by ________. A) pattern discovery B) association C) text miningD) reading a cookie Answer D Diff 1Page Ref 221 40) Forward-thinking companies like Ask. com, Scholastic, and St. John Health System are actively using Web mining systems to answer important questions of Who? Why? and How? The benefits of integrating these systems A) are measured qualitatively in terms of customer satisfaction, but not measured using financial or other quantitative measure. B) can be significant in terms of incremental financial issue and increasing customer loyalty and satisfaction. C) have not yet outweighed the cost of the Web mining systems and analysis.D) can be infinitely measurable. Answer B Diff 3Page Ref 222 41) ___ _____ is the semi-automated process of extracting patterns from large amounts of unstructured data sources. Answer Text mining Diff 1Page Ref 192 42) ________ is the process of identifying valid, novel, potentially useful, and ultimately understandable patterns in data stored in structured databases, where the data are organized in records structured by categorical, ordinal, or continuous variables. Answer Data mining Diff 1Page Ref 192 43) ________ is the grouping of similar documents without having a predefined set of categories.Answer Clustering Diff 2Page Ref 193 44) In linguistics, a(n) ________ is a large and structured set of texts prepared for the purpose of conducting knowledge discovery. Answer corpus Diff 1Page Ref 193 45) ________ is the process of reducing inflected words to their base or root form. Answer Stemming Diff 1Page Ref 193 46) ________ words or noise words are words that are filtered out prior to or after processing of natural language data. Answer Stop Diff 1Page Ref 193 47) The term stop-words are used by text mining to ________ commonly used words.Answer eliminate Diff 2Page Ref 193 48) ________ is an important broker of text mining and is a subfield of artificial intelligence and computational linguistics. It studies the problem of sagacity the natural human language. Answer native language processing (NLP) Diff 1Page Ref 196 49) ________ analysis is a technique used to detect golden and unfavorable opinions toward specific products and services using textual data sources, such as customer feedback in Web postings and the detection of unfavorable rumors. Answer Sentiment Diff 2Page Ref 197 0) At a very high level, the first-year of three consecutive tasks in the text mining process is to establish the ________, which is a list of organized documents. Answer corpus Diff 1Page Ref 207 51) In the text mining process, the output of task two is a matted file called a ________ matrix where the cells are populated with the term frequ encies. Answer term-document Diff 3Page Ref 207 52) One of the main approaches to text classification is ________ in which an experts knowledge is encoded into the system either declaratively or in the form of procedural classification rules.Answer knowledge engineering Diff 2Page Ref 211 53) A(n) ________ is one or more Web pages that provide a collection of links to authoritative pages. Answer hub Diff 1Page Ref 219 54) ________ mining is the process of extracting useful information from the links engraft in Web documents. Answer Web structure Diff 2Page Ref 219 55) ________ mining is the extraction of useful information from data generated through Web page visits and transactions. Answer Web usage Diff 2Page Ref 220 56) Analysis of the information collected by Web servers can help better understand user behavior.Analysis of this data is called ________ analysis. Answer clickstream Diff 2Page Ref 220 57) ________ applications focus on who and how questions by gathering and repor ting direct feedback from site visitors, by benchmarking against other sites and offline channels, and by supporting predictive modeling of future visitor behavior. Answer Voice of Customer Diff 2Page Ref 224 58) Web analytics, CEM, and VOC applications form the foundation of the Web site ________ ecosystem that supports the online business ability to positively influence desired outcomes. Answer optimization Diff 2Page Ref 224 9) The ________ model, which is one where triune sources of data describing the same population are integrated to increase the knowledge and richness of the resulting analysis, forms the framework of the Web site optimization ecosystem. Answer convergent validation Diff 3Page Ref 225 60) Fundamental to the optimization process is ________, gathering data and information that can then be transformed into tangible analysis and recommendations for improvement using Web mining tools and techniques. Answer measurement Diff 3Page Ref 225 61) Compare and contrast text mining and data mining.Answer Text mining is the semi-automated process of extracting patterns (useful information and knowledge) from large amounts of unstructured data sources. Data mining is the process of identifying valid, novel, potentially useful, and understandable patterns in data stored in structured databases, where the data are organized in records structured by categorical, ordinal, or continuous variables. Text mining is the same as data mining in that it has the same purpose and uses the same processes, but with text mining the input to the process is a collection of unstructured data files such as Word documents, PDF files, and so on.Diff 2Page Ref 192 62) Why will computers probably not be able to understand natural language the same way and with the same accuracy that humans do? Answer Natural human language is vague for computers to understand and a true understanding of meaning requires extensive knowledge of a topic beyond what is in the words, sentences, a nd paragraphs. Diff 1Page Ref 196 63) NLP has successfully been applied to a variety of tasks via computer political programs to automatically process natural human language that previously could only be done by humans.List three of the most popular of these tasks. Answer Any three of the following Information retrieval. The science of searching for relevant documents, finding specific information within them, and generating metadata as to their contents. Information extraction. A type of information retrieval whose goal is to automatically extract structured information from a certain domain, using machine-readable documents. Question answering. The task of automatically answering a question posed in natural language that is, producing a human-language answer when given a human-language question. Automatic summarization. The creation of a shortened version of a text document by a computer program that contains the most important points of the document. Natural language generation. Systems transpose information from computer databases into readable human language. Natural language understanding. Systems convert samples of human language into more formal representations that are easier for computer programs to manipulate. political machine translation. The automatic translation of one human language to another. Foreign language reading. A computer program that assists a onnative language speaker to read a foreign language. Foreign language writing. A computer program that assists a nonnative language user in writing in a foreign language. Speech recognition. Converts spoken words to machine-readable input. Text-to-speech. A computer program converts normal language text into human speech. Text proofing. A computer program reads a proof copy of a text in order to detect and correct any errors. Optical reference book recognition. The automatic translation of images of handwritten, typewritten, or printed text.Diff 2Page Ref 199 64) Describe a market applica tion of text mining. Answer Text mining can be used to increase cross-selling and up-selling by analyzing the unstructured data generated by call centers. Text generated by call-center notes as well as transcriptions of voice conversations with customers can be canvassd by text mining algorithms to extract novel, actionable information about customers perceptions toward a companys products and services. Text mining is valuable for customer relationship management (CRM).Companies can use text mining to analyze unstructured text data, combined with the relevant structured data extracted from organizational databases, to predict customer perceptions and subsequent purchasing behavior. Diff 2Page Ref 200 65) What is the essential purpose of text mining within the context of knowledge discovery? Answer The primary purpose of text mining within the context of knowledge discovery is to process unstructured (textual) data along with structured data, if relevant to the problem, to extract meaningful and actionable patterns for better decision fashioning.Diff 1Page Ref 206 66) Diagram and explain the three-step text mining process. Answer See consider 5. 5 in the textbook. Diff 2Page Ref 207 67) List two options for managing or reducing the dimensionality (size) of the term-document matrix (TDM). Answer A domain expert goes through the list of terms and eliminates those that do not make much sense for the context of the study. Eliminate terms with very fewer occurrences in very few documents. Transform the matrix using singular value decomposition. Diff 3Page Ref 210 8) What are three of the challenges for effective and efficient knowledge discovery posed by the Web? Answer The Web is too big for effective data mining. Because of the sheer size of the Web, it is not feasible to set up a data warehouse to replicate, store, and integrate all of the data on the Web, making data collection and integration a challenge. The Web is too complex. The complexness of a Web p age is far greater than a page in a traditional text document collection. Web pages deprivation a unified structure.The Web is too dynamic. The Web is a highly dynamic information source. Not only does the Web grow rapidly, but its content is constantly being updated. The Web is not specific to a domain. The Web serves a broad diversity of communities and connects billions of workstations. Web users have very different backgrounds, interests, and usage purposes. The Web has everything. Only a small put of the information on the Web is truly relevant or useful to someone or some task. Diff 2Page Ref 217 9) Define the three main areas of Web mining and each areas source of information. Answer Web content mining refers to the extraction of useful information from Web pages. Source unstructured textual content of the Web pages, usually in HTML format. Web structure mining is the process of extracting useful information from the links embedded in Web documents. Source the URL links con tained in the Web pages. Web usage mining is the extraction of useful information from data generated through Web page visits and transactions.Source the detailed description of a Web sites visits. Diff 2Page Ref 218 70) List three business applications of Web mining. Answer 1. typeset the lifetime value of clients. 2. Design cross-marketing strategies across products. 3. Evaluate promotional campaigns. 4. heading electronic ads and coupons at user groups based on user vex patterns. 5. Predict user behavior based on previously intentional rules and users profiles. 6. Present dynamic information to users based on their interests and profiles. Diff 2Page Ref 221

Joseph Conrad Essay

Joseph Conrad was natural Joseph Teodor Konrad Korzenioski in 1857 in Berdichev, Ukraine. He officially changed his name to Joseph Conrad in 1886, when he became a British citizen (Liukk unityn). Although Conrad discouraged people from interpret his literature through analysis his liveliness, his spiritedness did shape his writing. Much of his anti-imperialistic views could have burgeon forth in childhood, when he was under the tackle of Russians the Ukraine. His father Apollo Korzeniowski was arrested for suspicious involvement in revolutionary activities (online-literature). Apollo spent much eon writing plays and social satires. Although his works were non salutary known, they gave Joseph an early appreciation for literature. Apollo died of terbium in 1869 quaternary years the analogous di sease claimed his wife, Conrads mother. Joseph, only 11, was move to live with his uncle in Switzerland (online-literature).He went to tame for a few years sooner convincing his uncle to let him go to sea in the mid 1870s. In that ecstasy he made three trips to the westbound Indies as an apprentice on a French merchant ship. He act his accusationer for 16 years on British ships, slowly rising in rank from common seaman to freshman mate. By 1886 Conrad held the command of his own ship, Otago. shopping mall of Darkness is based on his four month journey through the congo in 1890 (Liukkonen). Years of work at sea gave him back problems from which he never recovered, and a unique, if ugly, view of the world. In an 1897 earn he explained his view What makes mankind tragic is not that they are victims of nature, it is that they are cognizant of it. To be part of the animal acres under the conditions of this earth is very well but as soon as you know of your slavery, the pain, the anger, the strife, the tragedy begins (Liukkonen).In 1894, at the age of 36, Conrad gave up the sea life to focus on writing. He had started to care more about writing tail fi n years earlier, and carried a journal on his journey into the Congo which served as consumption for Heart of Darkness (classic notes). When his uncle died, he left(p) Joseph with enough money to live substantially while he got started in literature. His foremost wise, Almayers Folly, was published in 1895. Charlie Marlow, the mavin in Heart of Darkness starting signal appears in Lord Jim, as the narrator.The novel is based loosely on the line up story of a British steamer which, by and by springing a leak, was abandoned by her crew, leaving Muslim pilgrims aboard (Liukkonen). The protagonist, Jim, is one of the British officers who abandoned the ship. Conrad married an Englishwoman named Jessie George in 1896 and moved to Ashford, Kent, where he resided until he died of a heart attack in 1924.He was an influential, yet humble English author. He declined honorary degrees from basketball team universities, and shortly in advance his death he refused an offer of knighthood (Liukkonen) . Joseph Conrads works were published years after his death. In 1983 a collection of garner and a diary of his experience in the Congo was published in five volumes. Conrads influence is seen in an part of acclaimed literature, including the works of F. Scott Fitzgerald, Ernest Hemingway, and T.S. Eliot (online-literature).

Explain the nature and purpose of the ‘Hitler Youth’ movement

a) To establish a motionless future for the national socialist regime, Hitler was contumacious to absorb discover of the upcoming contemporaries that was Germ whatsoevers y issuehfulness, to do this he created several(prenominal) groups for both boys and girls to birth instruction them national socialist ideology and how to be the passkey race.Hitlers youth movement was make domineering to join in 1936 and from then on boys at the days of 6-10 wore enlisted to the Pimpf, which translates as modest fellows, here they alikek recrudesce in exercises such(prenominal)(prenominal) as hiking and camping. On surpassing the climb on of 10 they underwent a test from them to yield Deutsche Jungvolk (or Ger universe recent slew). Only subsequently this wore they enrol conduct in Hitler youth when they wore between the ages of 14-18 and in that location they wore clever on military discipline. The Hitler youth was in addition physical exercised as a panache teaching chi ldren in anti-Semitism, pride for Germ whatever and fealty to Hitler. Young children were expected to read books describing how Jewish things and lot were evil. There was similarly the SRD which was a patrol service that would check that any the members of the Hitler Youth were looking smart and that they were carrying a clean slip bykerchief and comb, which defines the brilliance of the movement.Baldur Von Schirach led the Hitler youth organization and he had the conceit to create individual categorys for the Hitler youth movement and in 1934 it was the Year of Training where the kids larn vocational pedagogy, and in October were sent to the countrified to harvest the crops. This was apparently to show them the order of hard pieceual labor, and how it pays off. The nigh year was The Year of Physical Training which consisted of rigorous looseness competitions and gladiator like fitness standards. Hitler tangle that his youth should postulate more(prenominal) of a strong character and look more physically healthy rather than to be well educated in the classroom. Hitler precious his youth to feel that they are collapse than dissipate are and be proud to be Germans. When in the classroom the teachers taught their curriculum to show national socialist themes and history.The designing of these male groups was that Hitler was preparation each and every boy in Ger legion(predicate) to become soldiers the uniforms that they wore were similar to that of the SS, an elite part of the regular army. The Hitler youth was really a training centre for future members of the SA or the SS. My surmise on Hitlers Deutsche Jungvolk was that children were brainwashed with Nazi ideology and military tactics and concerns. Hitler had complete confine over every single branch in the young German boys lives.Girls were be human faces forced to enrol in a group which was known as Jungmadel (young maidens) at the age of 10 to 14 and Girls from fourteen to eighteen were in the Bund Deutcher Madel (BDM) (League of German Girls), the BDM also offered a wide variety of other activities such as reduced order at movie theaters, going on field trips, and att stop over camps that lasted anywhere from hotshot day to several weeks. BDM groups got together 2 quantifys a week, one of which was a sports by and bynoon, the other of which was called Heimatabend ( theatre evening). During the family line evening, girls played music, acquire and sang folk songs, played games, or did arts and crafts. The BDM mail serviced big importance on the girls educations and expected that they would finish school.The occasion of the BDM was to teach women how to care for their health so they could prepare for maternalism and raise as many babies as the German universe required and so they remained fast(a) to his Nazi regime.In conclusion, Hitler determinationd these groups as an fortune to spread his themes throughout the nation, and to create a new generation that would be loyal and unified. He gave those under hes teachings a swell discriminations of all Jewish concourse and taught them that they were a top- nonch race. He believed that the future of Nazi Germany were the children and expected children to be likeThe adynamic must be chiseled a direction. I want young men and women who apprise suffer pain. A young German must be as lively as a greyhound, as forged as leather, and as hard as Krupps steel. Adolf Hitler(http//www.historylearningsite.co.uk/hitler_youth.htm)And the groups wore created for this very purpose to serve him if any uprising occurred. He trained children at such a young age as they wore easily susceptible to putrescence from Hitlers words and they wore taught that he was a saviour for all of Germany so the children looked up to him as if he was a god so they would remain loyal to him in the future. inform the reason for Nazi policies towards Womenb) Women are the mental institution to a undis charged new generation and Hitler came to comprehend this feature, to make a great new Germany he would hold to control and persuade women to stay at home and raise big families, he axiom women as nevertheless fit for motherhood and all his policies reflected that he trea originald women to be alone social occasiond to create a new generation of children loyal to Hitlers legacy.To receive his plans all equal rights towards women in the Weimar nation were abolished. There was practically no equivalence as Nazis believed that women had a post that was offprint to that of the men so equality was non in the question, they said each stir has different tasks to do and their own separate rights and through this the Nazis believed they wore beingness equal.. Hitler passed of laws which en certaind that women ful directed their certificate of indebtedness at home and companies were encouraged to give all free job spaces to men. The rootage examples of women this happened to we re women doctors and civil servants. Hitler also allowed no cleaning lady to be a judge or prosecutor as he judgement they were un fitted to think logically and without emotion. Hitler need women at home so that they could have more time on their give to looking to raise a family so the German population would flourish.Nazis had reasons for their inequality towards women in society as they thought their place was very much in the home as child-bearers and supporters of their husbands. Nazi policies for women were based on the 3 Ks, Kinder, Kirche, Kuche (Children, Church and the Kitchen) and encouraged these policies by offering loans, family allowances and child sub ramps for women to stay at home and were also given medals if they had a large family. By encouraging women to do this and offering rewards for large families Germanys population would turn out meaning more young boys being trained to being soldiers and more young girls turning into mothers so Hitler can fill the la nd he was planning to absorb control over with Germans.Though on that point were any(prenominal) exceptions to the policies cut prickle by the Nazis, as if you was a woman of high importance and closely linked to Hitler personally in that location was whatsoever differences. Such as the take director Leni Riefenstahl, whom Hitler admired her naturalise dearly. When he first attended one of her films showings, Hitler want out the young director and after a very short time appointed her as Film full to the theme Socialist Party. Over the next five years Riefenstahl made several films in which Hitler had requested, which in a asseverate where women played a secondary role to men, Riefenstahl was given a free hand by Hitler to produce propaganda films for the Nazi regime. Hitler set forth Riefenstahl as the perfect German woman.a nonher(prenominal) exception was Eva Braun which was Hitlers wife whom he marry just now when both had reached a plebeian decision to commit su icide a day after their marriage. Eva Braun met Hitler when she was 17 and at the age of 19 At the age of 19, she became Hitlers mistress, received a house, valuable clothes, fast cars and French perfume moreover no wedding ring, she also was non pushed into having children which goes against Nazi policies.In conclusion, each form _or_ system of government put in place concerning women in Germany was done so for the sole purpose that they would be fit and efficient mothers such as being discouraged from slimming as this was considered bad for child birth. Though at that place were the exceptions of a few women who Hitler allowed to attract a life of luxury and freedom, giving them benefits that no other Nazi women could dream of experiencing.The more or less important reason why there was scant(p) adversary in Germany towards the Nazi regime was its use of propaganda. Explain how distant you agree with this tilt.c) I agree to this statement to quite a far extent as I fe el the Nazi regime cleverly utilise their use of propaganda to sway the harkts and minds of the German passel. through and through their complete control of the media the Nazis wore able to allure people that they are right or were winning the war thus gaining institutionalize throughout Germany. They wore also able to illegalize any stories or articles which in someways discredit Nazi powers. But their use of deception in the media was not the only reason there was little underground towards them, fear also played a major part in gimpy any opposition the Nazis would otherwise have to face.Hitler had elected Joseph Goebbels as minister for National Enlightenment and he controlled the media and arts. It was his role to make sure that the media printed Nazi ideology and censored any other ideas put forward. He also set up the Reich Chamber of Commerce in 1933 and this was designed to deal with all literature, art, music, radio etc. and only those who was part of this put up w as allowed to produce anything from those categories moreover along side these restricts was the fear of punishment to oppose and of the policies set in place so you could only read, see and hear what the Nazis wanted you to.The use of censorship saw that there was little or no opposition in Germany as when Hitler came into power the Nazis showed what would happen to things that did not conform to Nazi ideology and Goebbels organised mass book burning sessions in which any book that didnt agree with Nazi ideas was taken out of the library and burnt. Films that wore made at the time concentrated on Nazi beliefs and how Germans wore treated in easterly Europe. These films helped sway the mind of the people causing little resistance against Nazi regime.Goebbels wanted every German to hear Nazi ideas so he insisted that radios wore constructed and sold seamy to each German citizen so they could hear Hitler give speeches, loud speakers were put up in streets and Cafes and other such p roperties were coherent to play in public speeches by Hitler, and the consistent hearing of Nazi ideology brainwashed those who listened into believing that the Nazi was the superior race and political system,The essence of propaganda consists in winning people over to an idea so sincerely, so vitally, that in the end they succumb to it utterly and can never escape from it.- Goebbelshttp//www.historylearningsite.co.uk/NaziGermany.htmGoebbels used propaganda to fuel Hitlers wickedness for Jews and used them as a whipping boy for blaming Germanys dire situation at the time, and he also implemented young people to Nazi propaganda, Hitler youth, so when they grew up they would not set his rules and would follow him in whatever he would say. Even the 1936 Berlin Olympics was used as a way to glorify Nazi Germany and that it was here to stay.He also used propaganda to show how Hitler wanted best for the German people and was really a man of peace but was also determined to recover Ger man territories lost as a result of the Versailles Treaty of 1919, and this appealed to must Germans and they had matte up dishonoured by the land lost so would now not stand up against Hitler. Propaganda also presented Hitler as some affiliate of mythical figure, for example his famous Ein Volk, ein Reich, ein Fhrer (One People, One Nation, One Leader) bank note which gives the feeling that Hitler is guiding peoples destiny and also depicted Hitler as a man of the people.Hitler used his youth groups as a form of propaganda, brainwashing the children into thinking that he is some sort of superior beings, there were even pictures of him in classrooms and it is reported that some children had started praying to the pictures of him like he was a God. With this mind-set Hitler had a strong grip on the next generation that would not appose him in the future.But propaganda was not the only reason for the little opposition, Nazis made sure their was swift and harsh punishment for those who undermined their ruling and mocking Hitler became an offence that could be punish by being sent to a concentration camp which could possibly lead to death. Hitlers secret police saw to it that anyone who went against the Nazi in any small way would be dealt the most serious of consequences and people wore expected to come to the police if they comprehend of any unrest against Nazi policies if they didnt they too would be punished, people wore too hangdog to stand up against Hitler and his SS men. overly some Germans even though not appetite Hitlers rule preferred it over any left wing communist groups, as Hitler did well in lowering unemployment rates buy implementing building, road and house works. Also his order of conscription of men into the army further reduced the amount of inert and Germans found thousands of jobs in factory work and weapons production so they benefited from Hitler being in power. People found themselves at a higher standard of living and did not wish to sacrifice it and go back to the days of the depression.Propaganda played a drastic part in why the Nazis wore able to maintain control with little opposition in Germany, the use of blaming the Jewish people and making out Hitler to be a god made people side with the Nazi regime. The repetitive speeches brainwashed the people into feeling compassionate towards Hitlers cause but I do feel the subtle fear of Hitlers SS men did stop many of the German public from speaking out in fear of execution or being murdered and also the fact that all the good Hitler had brought to the country people did not wish to return to their anterior state with inflation and mass unemployment.

What’s the Difference: a Review of Contemporary Research on the Effectiveness of Distance Learning in Higher Education

diary of Distance Education/ revaluation de lenseignement a keep Spring/Printemps 1999 Vol. 14, no(prenominal) 1, 102-114 Whats the Difference A freshen up of Contemporary Research on the potency of Distance erudition in high Education Ronald Phipps and Jamie Merisotis American Federation of Teachers, depicted object Education joining, 1999, 48 pages Available online at http//www. ihep. com/difference. pdf Mark Bullen With the increasing popularity of web-based instruction, it seems at that place has been an plosion of published seek, evaluation, and opposite literature colligate to out blank fostering.For some time right stumble I have found it progressively difficult to stay on top of the inning of this growing personate of literature. So when this history first came across my desk (or screen), I matt-up a sense of relief that in conclusion somebody had concurn the time to synthesize and evaluate some of this growing body of distance education research. T he stated character of this 48-page storey is to examine the research on the effectiveness of distance education in order to inform public policy. The particular questions the report sought to answer were 1. What be the findings of the research on the effectiveness of distance education? 2. argon they valid? . argon there gaps in the research that take in except investigation? 4. What does the literature aim for the rising? The report is divided into iv main sections 1. What Does the Original Research presuppose Ab emerge the Effectiveness of Distance Learning? 2. What Are the Key Shortcomings of the Research? 3. What Are the Gaps in the Research that Require kick upstairs Investigation and Information? 4. Implications. It is authoritative to tonus that the review is limited to material published in the 1990s that dealt with cardinal-way synergistic video, one-way prerecorded video, two-way auditory sensation/oneway video, and computer-mediated accomplishment.No defi nitions of these technologies be provided, which is particularly problematic for computer-mediated instruction because it could refer to online technologies as well up as stand-alone computer-based technologies, multimedia technologies, text-based computer conferencing, and two synchronous and asynchronous technologies. Not surprisingly, the chapter that reviews the overlord research concludes that the experimental studies tend to march that distance schoolchilds perform as well as or better than campus-based schoolchilds and that the descriptive and ase studies show generally positive student and faculty attitudes. The authors say they analyzed 40 of the most important and salient research studies of the 1990s and that they collected several century articles, essays, and other writings published in major journals on distance learn. However, unaccompanied when five journals appear to have been consulted. The itemization takes one journal that ceased publication in 1993 (Research in Distance Education) and does not include one of the most highly regarded journals in the field, Distance Education. In the review chapter, only 10 studies atomic number 18 cited.Three of these argon from the American Journal of Distance Education, one is from the Journal of Distance Education, four-spot are cover from a regional American distance education conferences, one is a study from the national American conference of the friendship for Educational Communications and Technology, and one is a eccentric study prepared for the calcium State University system. The limited research on which this review appears to be based is critically important to bear in listen when reading the chapter on the key shortcomings of the research.This chapter concludes that untold of the research is flawed and therefore of dubious value. Specifically the report suggests 1. Extraneous variables were a great deal not controlled for 2. Researchers failed to use random duty assign ment of subjects to give-and-take and control groups 3. The validity and reliableness of valuement instruments are suspect 4. thermolabile effects of subjects were not properly controlled for. devil studies not cited in the review chapter are cited here, which brings the total number of studies cited to 12.One of the additional studies is from a paper presented at a regional American distance education conference, the other from a meeting of the National knowledge for Research in Science Teaching. What stands out clearly in this chapter is the objectivist/quantitative digit of reference from which the research is critiqued. There is no grantance for research informed by subjectivist epistemologies that use interpretivist/qualitative methods. In fact, anterior in the report only four research approaches are described descriptive, case study, correlational, and experimental.I suspect the criticisms of the research in the report are not far off the mark. Several years ago I ta rgeted a alike review and reached similar conclusions (Bullen, 1990). However, the answer does not lie in tightening the methodological screws, but in rethinking the whole research approach. Ethical and hard-nosed considerations make it almost impossible to conduct truly experimental studies in education. Students cannot be randomly assigned to control and treatment groups in these large-hearteds of situations.Controlling extraneous variables means that technologies cannot be used in ways that take advantage of their unique characteristics. For example, imposing this kind of control when comparing video with classroom instruction would mean simply producing a videorecording of the classroom presentation for the distance students quite of exploiting the unique symbol system offered by video. Another implicit assumption key this report is that classroom-based instruction is the norm and that both new technology must measure up to this.The report suggests that the research on the effectiveness of distance education places likewise much emphasis on the utopian possibilities of the technology and its potential to do as well as classroombased instruction. But not enough pragmatism has been applied to allow for a discussion of distance eruditions practical implications as a supplement to enhance teaching and encyclopedism (p. 30). In fact there is in all probability far less research on the effectiveness of traditional classroom-based instruction at the higher education level than there is research that focuses on distance education.The two chapters that deal with the gaps in the literature and the implications are probably the most useful, even if they are based on a rather weak foundation. Among the more than useful recommendations for further research are the following 1. more than emphasis should be placed on the evaluation of whole programs rather than whiz courses 2. There needs to be more emphasis on individual differences such as gender, age, e ducational experience, motivation and information style 3. Research should focus on the interaction of multiple technologies rather than the impingement of single technologies.The report concludes with three colossal implications 1 Access is more than a technical issue it depends on type and student skills to use the technologies 2 dexterity roles will change from content intelligent to a combination of content expert, learning process figure expert, and process execution manager and 3 Technology is oft not nearly as important a factor as issues such as learning tasks, learner characteristics, student motivation, and the instructor. Reports that thoroughly review and analyze antithetic strands of the literature help usy distance education practitioners immensely. Although this report makes some valuable recommendations for future research, its narrow scope, limited reach, and epistemological persuade mean it does little to help us stay on top of the literature. speech Bu llen, M. (1990). Learner responses to television in distance education The need for a qualitative approach to research. In B. Clough (Ed. ), Proceedings of the 9th annual conference of the Canadian Association for the Study of Adult Education (pp. 48-53). Victoria, BC University of Victoria.Mark Bullen Mark Bullen is Assistant Director in the Distance Education and Technology stratum of Continuing Studies at the University of British Columbia. He assists in the planning and management of the unit, participates in the strategic planning for the development of distance education and distributed learning programs and courses, and provides leadership in the application of educational technology to the design and development of distance education and distributed learning courses and other educational materials (email mark. email&160protected ca).