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How to Manage the IT Help Desk (Managing Cultural Differences Ser.)
by Noel BrutonAre you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.This book gives you techniques for:*Justifying staff and other expenditure* Gaining senior management support* Getting the users on your side* Running a motivated and productive team* Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk* E-Support and the Internet* Contrasting the Call Center and the Helpdesk* first, second and third line support* Operational Level Agreements* Strategies for backlog management* Telephone technologies in user supportIn addition there is:* A new Template for a Service Level Agreement* An Improved cost justification model for the Internal Helpdesk* A New cost justification model for the External Helpdesk
How to Market Your Book to Libraries: Constructing Major Email Platform Planks
by Bonnye MatthewsWhat others say: If you've ever wondered how to market your book(s) to libraries, Bonnye Matthews' How to Market Your Books to Libraries and Readers in the Digital Age is a must read. It is an easy to follow, well-written, step-by-step process. I highly recommend it! Mary Ann Poll America's Lady of Supernatural Thrillers, USA This book has totally answered all of the questions I have ever had about how authors get their books into libraries. It is not just well written and informative, it is detailed and educational. Unlike so many other articles you read, this one is different as Bonnye gives you all the secrets – all the tricks of the trade – all the information you need. Irene Petteice Senior Author of Political Perspectives, USA Bonnye Matthews, writer of prehistoric fiction, has put her hand to writing a book to help writers market their books to libraries. I have read this book and I can honestly recommend it. It may sound like a simple task, but once you try it, you'll find many obstacles along the way. Bonnye indicates clearly, step by step how to go about it. The whole process from how to find the libraries's email addresses right up to the final step of sending the letters, is described in detail. Her instructions are clear and easy to follow. All aspects of the process is covered. Anyone can have success. Bonnye, like all your other books, this is a winner! Magdel Roets Writer of Christian Fiction South Africa
How to Market to People Not Like You
by Kelly McdonaldReach new and diverse customer groups and expand your market share The standard approach to marketing is to look for as many people as possible who fit one core customer profile. How to Market to People Not Like You challenges this traditional thinking about core customer bases, giving you a new approach to expand your customer base and your business. Arguing for focusing on customer values rather than demographics, How to Market to People Not Like You reveals how you can grow business and profits by targeting those who are different from your core audience, rather than those who share similarities. Reach unfamiliar new market segments with your products Learn how to engage micro-segmented customer groups Author's company was named one of the top ad agencies in the US by Ad Age Find out How to Market to People Not Like You, understand the needs and values that distinguish diverse customers, and reach their hearts, minds, and wallets.
How to Master the Art of Selling
by Tom HopkinsAfter he learned the world's best sales techniques, Tom Hopkins applied his new skills and earned more than one million dollars in just three years. Now, in this fully updated and revised edition of the million copy seller, Hopkins shows how you can succeed in the profession of selling. Learn: How to create the perfect selling climate, Specific questions and tie-downs, Referral and non referral prospecting, How to "sell" the most important people you know, Effective phone techniques, How to finesse the first meeting, How to handle objections and what to do when you hear the word "no", How to test different closes and master sixteen powerful closes, How to plan for greatest selling impact, and he shows you how his great selling techniques can be yours!
How to Measure Anything
by Douglas W. HubbardNow updated with new measurement methods and new examples, How to Measure Anything shows managers how to inform themselves in order to make less risky, more profitable business decisionsThis insightful and eloquent book will show you how to measure those things in your own business, government agency or other organization that, until now, you may have considered "immeasurable," including customer satisfaction, organizational flexibility, technology risk, and technology ROI.Adds new measurement methods, showing how they can be applied to a variety of areas such as risk management and customer satisfactionSimplifies overall content while still making the more technical applications available to those readers who want to dig deeperContinues to boldly assert that any perception of "immeasurability" is based on certain popular misconceptions about measurement and measurement methodsShows the common reasoning for calling something immeasurable, and sets out to correct those ideasOffers practical methods for measuring a variety of "intangibles"Provides an online database (www.howtomeasureanything.com) of downloadable, practical examples worked out in detailed spreadsheetsWritten by recognized expert Douglas Hubbard--creator of Applied Information Economics--How to Measure Anything, Third Edition illustrates how the author has used his approach across various industries and how any problem, no matter how difficult, ill defined, or uncertain can lend itself to measurement using proven methods.
How to Measure Anything Workbook
by Douglas W. HubbardThe invaluable companion to the new edition of the bestselling How to Measure AnythingThis companion workbook to the new edition of the insightful and eloquent How to Measure Anything walks readers through sample problems and exercises in which they can master and apply the methods discussed in the book.The book explains practical methods for measuring a variety of intangibles, including approaches to measuring customer satisfaction, organizational flexibility, technology risk, technology ROI, and other problems in business, government, and not-for-profits.Companion to the revision of the bestselling How to Measure AnythingProvides chapter-by-chapter exercisesWritten by industry leader Douglas HubbardWritten by recognized expert Douglas Hubbard--creator of Applied Information Economics--How to Measure Anything Workbook illustrates how the author has used his approach across various industries and how any problem, no matter how difficult, ill defined, or uncertain can lend itself to measurement using proven methods.
How to Measure Anything in Cybersecurity Risk
by Stuart Mcclure Douglas W. Hubbard Richard Seiersen Daniel E. Geer Jr.A ground shaking exposé on the failure of popular cyber risk management methods How to Measure Anything in Cybersecurity Risk exposes the shortcomings of current "risk management" practices, and offers a series of improvement techniques that help you fill the holes and ramp up security. In his bestselling book How to Measure Anything, author Douglas W. Hubbard opened the business world's eyes to the critical need for better measurement. This book expands upon that premise and draws from The Failure of Risk Management to sound the alarm in the cybersecurity realm. Some of the field's premier risk management approaches actually create more risk than they mitigate, and questionable methods have been duplicated across industries and embedded in the products accepted as gospel. This book sheds light on these blatant risks, and provides alternate techniques that can help improve your current situation. You'll also learn which approaches are too risky to save, and are actually more damaging than a total lack of any security. Dangerous risk management methods abound; there is no industry more critically in need of solutions than cybersecurity. This book provides solutions where they exist, and advises when to change tracks entirely. Discover the shortcomings of cybersecurity's "best practices" Learn which risk management approaches actually create risk Improve your current practices with practical alterations Learn which methods are beyond saving, and worse than doing nothing Insightful and enlightening, this book will inspire a closer examination of your company's own risk management practices in the context of cybersecurity. The end goal is airtight data protection, so finding cracks in the vault is a positive thing--as long as you get there before the bad guys do. How to Measure Anything in Cybersecurity Risk is your guide to more robust protection through better quantitative processes, approaches, and techniques.
How to Measure Anything in Cybersecurity Risk
by Douglas W. Hubbard Richard SeiersenA start-to-finish guide for realistically measuring cybersecurity risk In the newly revised How to Measure Anything in Cybersecurity Risk, Second Edition, a pioneering information security professional and a leader in quantitative analysis methods delivers yet another eye-opening text applying the quantitative language of risk analysis to cybersecurity. In the book, the authors demonstrate how to quantify uncertainty and shed light on how to measure seemingly intangible goals. It's a practical guide to improving risk assessment with a straightforward and simple framework. Advanced methods and detailed advice for a variety of use cases round out the book, which also includes: A new "Rapid Risk Audit" for a first quick quantitative risk assessment. New research on the real impact of reputation damage New Bayesian examples for assessing risk with little data New material on simple measurement and estimation, pseudo-random number generators, and advice on combining expert opinion Dispelling long-held beliefs and myths about information security, How to Measure Anything in Cybersecurity Risk is an essential roadmap for IT security managers, CFOs, risk and compliance professionals, and even statisticians looking for novel new ways to apply quantitative techniques to cybersecurity.
How to Measure Customer Satisfaction
by Nigel Hill John BrierleyCustomer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
How to Measure Digital Marketing: Metrics for Assessing Impact and Designing Success
by Laurent FlorésMeasuring the Success of Digital Marketing explains how to determine the success of a digital marketing campaign by demonstrating what digital marketing metrics are as well as how to measure and use them. Including real life case studies and experts viewpoints that help marketers navigate the digital world.
How to Measure and Manage Your Corporate Reputation
by Terry HanningtonThe issue of brand has overshadowed that of reputation. It has been fashionable to re-brand, spend a lot of money on advertising and hope that you can leave your negative baggage behind. This strategy doesn't always work, witness Monday or Consignia, both victims of their 'infectious history'. Terry Hannington provides a blueprint for effectively measuring and managing your reputation. That means understanding the difference between brand and reputation, the significance of the latter and how you get your reputation in the first place. This book shows you how to measure and understand stakeholder influence via reputation assessment research techniques and, once you have done that, how to build and manage a reputation management plan.
How to Mentor Anyone in Academia (Skills for Scholars)
by Maria LaMonaca WisdomA practical guide to the art of mentorship in higher educationMentoring is integral to how academics are formed and what trajectories their careers will take. Yet until recently, no one was trained to do it, and many academics have ingrained assumptions about mentorship that no longer fit the lives, needs, and aspirations of mentees. How to Mentor Anyone in Academia shares proven techniques for the professional development of junior faculty, postdocs, and graduate students in today&’s rapidly changing academic landscape.Drawing on her experience as a professional coach who has worked closely with hundreds of students and faculty across the humanities, sciences, and social sciences, Maria LaMonaca Wisdom coaches readers in how to create their own signature approach to mentoring. She highlights the importance of honoring the unique backgrounds, values, and goals of mentees, and of self-knowledge and self-reflection for mentors. Through a series of &“coaching moments,&” Wisdom enables readers to reflect on a range of relevant topics, including empathy and active listening, clarifying expectations, balancing firmness with heart, being attentive to power dynamics, time management and setting goals, mentoring for careers beyond the academy, and self-care for both mentors and mentees.Incisive and accessible, How to Mentor Anyone in Academia offers strategies and tools supported by the latest data on effective mentorship, helping mentors and mentees build dynamic relationships, identify what&’s working and what&’s not, and map out strategies for continued growth.
How to Money: Your Ultimate Visual Guide to the Basics of Finance
by Jean Chatzky Kathryn Tuggle"Where was this book when we were teenagers?" - Real Simple "Helps new grads make smart, informed money decisions." - MSNBCLearn how to money in this in-depth, illustrated guide from New York Times bestselling author and financial expert Jean Chatzky, Kathryn Tuggle, and the team at HerMoneyThere’s no getting around it. You need to know how to manage money to know how to manage life — but most of us don’t! This illustrated guidebook from New York Times bestselling author and financial expert Jean Chatzky, Kathryn Tuggle, and their team at HerMoney breaks down the basics of money—how to earn it, manage it, and use it—giving you all the tools you need to take charge and be fearless with personal finance.How to Money will teach you the ins and outs of:-creating a budget (and sticking to it)-scoring that first job (and what that paycheck means)-navigating student loans (and avoiding student debt)-getting that first credit card (and what “credit” is)-investing like a pro (and why it’s important!)All so you can earn more, save smart, invest wisely, borrow only when you have to, and enjoy everything you've got!
How to Move Up When the Only Way is Down: Lessons from Artificial Intelligence for Overcoming Your Local Maximum
by Judah TaubBreak new ground in problem-solving and decision-making by learning from AIA well-paid executive feels trapped in her very respected but unsatisfying job. A startup founder has paying customers, but knows that unless he ‘fires’ them and pivots the business, his startup won’t make it. A senior government planner is tasked with undoing the nation’s reliance on outdated infrastructure.These are all examples of individuals stuck in a Local Maximum; we’ve reached a peak, but not the one that fulfills the highest potential. In order to move up in our pursuits, we must first move back down - a realization which can lead to frustration, decision-making paralysis and lost opportunity.In How to Move Up When the Only Way Is Down: Lessons from Artificial Intelligence for Overcoming Your Local Maximum, Judah Taub draws from his perspective guiding early stage AI startups, his years serving in military intelligence, and various experiences leading innovation throughout his career. With his off-the-beaten path perspective, Judah shares insights into how humans can achieve better decision-making by learning how AI overcomes local maximums.What tech engineers already know is that with the rise of AI, we’ve developed new ways of addressing these limitations. These techniques, employed to save billions of dollars for global giants like Amazon and Google, are equally applicable to each of us.To show how, Judah shares a variety of real world examples, involving Olympic high jumpers, the transition of Ethiopian immigrants from gas station attendants to high tech engineers, the evolution of playing cards into Nintendo, the development of ChatGPT, the link between wildfires and hedge fund managers - and much more.Explore: How to anticipate and identify Local Maximums How to overcome psychological Local Maximum blocks and biases How to build skills and apply strategies to succeed in complex decision-making How Local Maximum thinking can help overcome major global challenges The book is equipped to benefit anyone facing complex decisions, or obstacles to their personal or professional goals. How to Move Up When the Only Way is Down is designed to transform readers’ decision-making by recognizing Local Maximums and skill building based on lessons from AI.
How to Negotiate Anything with Anyone Anywhere Around the World
by Frank L. AcuffThe ups and downs of negotiating can be challenging enough at home. But when people put themselves in another country—where the customs and conventions are often radically different—they’ve got a recipe for awkwardness and confusion at best, disappointment and disaster at worst. This new, updated edition of this long-trusted guide provides readers with the savvy they need to negotiate with finesse and ease, no matter where they are.The book provides expert advice on business practices, transactions, and attitudes throughout the world. Now expanded to include 63 countries, the book has been updated to reflect changes in the international scene as well as up-to-the-minute topics like foreign outsourcing and multicultural work teams that increasingly characterize present-day work relationships. Organized in an easy-to-access, quick-reference format, this bestselling guide is a passport to worldwide negotiation skills—and greater business success.
How to Negotiate Like a Pro: How to Resolve Anything, Anytime, Anywhere
by Mary GreenwoodIf you can't seem to get what you want, it's time to learn how to negotiate like a pro. <p><p>In this third revised and updated edition of How to Negotiate like a Pro: How to Resolve Anything, Anytime, Anywhere (the first two editions won nine book awards), Greenwood, with over 30 years of experience, has added a new chapter on How to Negotiate with Difficult People, including pathological liars, narcissists, and bullies. <p><p>Here is a sample of tips you will learn: --Gain strategies and practical tips for the negotiation process --Learn what makes a good negotiator --Close the deal --Strategize how to win with a narcissist --Learn the ten questions to get the best deal --Find out how to get the best salary and not leave money on the table. After reading Greenwood's 41 rules, you will soon be negotiating like a pro.
How to Negotiate: Practical and Proven Skills to Help You Get the Results You Want (Creating Success)
by Mike ClaytonNegotiation is one of the most challenging and intimidating elements of working life. But it doesn't have to be. Discover the essential skills and strategies you need with How to Negotiate.Whether you're discussing the terms of a new job or trying to secure a lucrative client, it's impossible to avoid negotiation at work. But many people don't have the skills and insights they need to negotiate with confidence and clarity.From making a strong first impression to the final handshake, this book delves into every step of this delicate and important process. With a practical and accessible approach, How to Negotiate will transform you into an expert negotiator.
How to Organise & Operate a Small Business in Australia: How to turn ideas into success - from Australia's leading small business writer
by John W EnglishHow to Organise and Operate a Small Business in Australia is the bestselling, hands-on guide to running your own business. This new edition contains information, skills and approaches that are up to date, easy to understand and simple to use. The large range of opportunities offered to business by the internet, the growth of franchising and the increased scope for exports are just some of the new developments covered. It also describes a system you can use to identify business opportunities with genuine commercial potential.* If you are tempted to strike out on your own, this book will help you to decide if you've got the right stuff.* If you want to go into business now, this book is your guide to getting started.* If you are already in business, this book explains a number of strategies for refining your operations and maximising your profits.The simplicity and clarity of the information in this book is a reflection of the author's ability to blend his professional training and practical first-hand experience.John English has successfully created and managed a number of his own businesses, and he has used this knowledge to introduce small business and entrepreneurship programs in several Australian universities. His unique blend of training and experience makes the eleventh edition of How to Organise and Operate a Small Business in Australia essential reading for anyone who wants to run a business of their own.
How to Organise and Operate a Small Business in Australia: Turning Ideas into Success
by John EnglishYou have an idea for a business, but you’re not sure where to begin. Or perhaps you have made a start, but you’re not sure what to do next. It’s a common dilemma shared by everyone who has been down the same path. Where can I go for help? What are my legal obligations? How do I start making sales? How can I use digital marketing? How do I organise my operations? What’s involved in employing staff? How do I handle my finances?How to Organise and Operate a Small Business in Australia is your hands-on guide to running your own business. This new 12th edition contains information, skills, and ideas that are up to date, easy to understand, and simple to use. It reflects fundamental changes that have taken place as a result of the pandemic and the surge in small business digital technology. A feature of this new edition is a series of reflective exercises designed to help you evaluate your business ideas for their commercial potential.Used by tens of thousands of Australians to become self-employed, this new 12th edition is the most comprehensive small business handbook in Australia. An essential read for anyone who wants to have a business of their own.
How to Organize Yourself
by John CauntHow to Organize Yourself will help you to dramatically improve the way you work. With great tips on how to determine your goals, prioritize and manage your time, it also includes practical advice on how to: focus on the things that produce results; overcome distractions; build positive work habits; avoid information overload; and make effective use of technology. Now in its fourth edition How to Organize Yourself will enable you to take control of your workload, reduce stress and fatigue, and free up time for the things that really matter.
How to Organize Yourself
by John CauntHow to Organize Yourself will help you to dramatically improve the way you work. With great tips on how to determine your goals, prioritize your tasks and manage your time, it also includes practical advice on how to: focus on the things that produce results; overcome distractions; build positive work habits; avoid information overload and make effective use of technology. Now in its fifth edition, new content covers the latest software advances that can help you get organized, how to deal with the ubiquitous presence of smartphones and how to adapt to the ever increasing scope for interruption and procrastination in our 24/7 lives. How to Organize Yourself will enable you to take control of your workload, reduce stress and fatigue, and free up time for the things that really matter.The creating success series of books...With over one million copies sold, the hugely popular Creating Success series covers a wide variety of topics and is written by an expert team of internationally best-selling authors and business experts. This indispensable business skills collection is packed with new features, practical content and inspiring guidance for readers across all stages of their careers.
How to Organize Yourself: Simple Ways to Take Control, Save Time and Work More Efficiently (Creating Success #10)
by John CauntDramatically improve the way you work with great tips on how to determine goals, prioritize tasks, overcome distractions; build positive work habits and adjusting to working at home.This fully updated 7th edition now features even more practical exercises, useful templates and top tips to help you get organized, as well as content on how to deal with the ubiquitous presence of smartphones and adapt to the ever increasing scope for interruption and procrastination in our 24/7 lives. How to Organize Yourself will enable you to take control of your workload, reduce stress and fatigue, and free up time for the things that really matter.The Creating Success series of books...Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.
How to Organize Yourself: Simple Ways to Take Control, Save Time and Work More Efficiently (Creating Success)
by John CauntHow to Organize Yourself will help you to dramatically improve the way you work. With great tips on how to determine your goals, prioritize your tasks and manage your time, it also includes practical advice on how to: focus on the things that produce results; overcome distractions; build positive work habits; avoid information overload and make effective use of technology.Updated for 2019, this 6th edition now features even more practical exercises, useful templates, and top tips to help you get organized, as well as content on how to deal with the ubiquitous presence of smartphones and adapt to the ever increasing scope for interruption and procrastination in our 24/7 lives. How to Organize Yourself will enable you to take control of your workload, reduce stress and fatigue, and free up time for the things that really matter.The Creating Success series of books...Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.
How to Outsmart the Credit Bureaus: Everything You Ever Needed to Know About Credit Bureaus
by Credo Company StaffThis book is full of unknown information, that has never been released to the public. It contains detailed information about the credit bureaus and how their database operates. Anyone who has good or bad credit should read this book. This book takes an inside look at the tactics that can be used for individuals seeking to get ahead in life without the use of credit repair or debt consolidation companies. If you ever wanted to know about the secrets of the credit bureaus I stress that you read this book.
How to Outthink, Outmaneuver, and Outperform Your Competitors: Lessons from the Masters of Strategy
by Norton PaleySupplying you with a firm grasp of the roots of strategy, How to Outthink, Outmaneuver, and Outperform Your Competitors: Lessons from the Masters of Strategy explains how to develop the skills and strategies needed to compete in today’s volatile marketplace. It interweaves the classic works of the masters of strategy, such as Sun Tzu, Carl von Clausewitz, Mao Tse-tung, Niccolo Machiavelli, Frederick the Great, Napoleon, and other renowned strategists.The collective insights of these legendary strategists span 2,500 of combative history and have survived meticulous analysis by scholars. Applied to current competitive business conditions, their time-tested rules and guidelines will prepare you to deal with such issues as: preventing competitors from disrupting your overall growth plans, protecting yourself from a rival’s take-over strategies, and strengthening long-term customer relationships.Whether you operate as a multinational firm maneuvering for position in a global arena, or a regional business fighting an everyday battle for survival, the foundational principles provided can reinforce your understanding and practice of strategy. The book defines the historical origins of strategy and supplies timeless insight into how successful leaders have implemented comprehensive strategy plans. It also explains how to: Maneuver out of risky competitive situations and into renewed market opportunities Establish a defensible position in a hotly-contested market Apply competitive business techniques to outperform your rivals Align competitive strategies with your organization’s culture Personalize a leadership style to maximize performance from your staff The book includes three special features: Strategy Diagnostic Tool—A structured system to help you assess your firm’s competitiveness before committing valuable resources. Appraising Internal and External Conditions—A comprehensive checklist to analyze those key factors that can determine the success of your business plan. Strategy Action Plan—A tested format that includes step-by-step guidelines to develop a personalized business plan. The lessons gleaned from military history and strategy can be indispensable in the everyday management of your people and resources. By tapping into the universal logic and historic lessons of strategy, you will fortify your ability to think like a master strategist and add greater precision to your decision-making—thereby allowing you to outthink, outmaneuver, and outperform your competition.