Don't just give them customer service.Give them Super Service! For more than a decade, customer service professionals have turned to SuperService for the very best advice on dealing with demanding, dissatisfied, anddownright difficult customers. Now, it has been completely revised and expanded to a[...]

Most organizations are laced with communities that cut through and across departments and levels of hierarchy. However they often remain small, invisible and hampered by a lack of explicit support and license. In an increasingly knowledge-based economy, what we know, our thoughts, ideas, creativity,[...]

In Deep Time, Henry Gee, assistant editor of Nature, shows us that everything we think we know about evolution is wrong.[...]

Describes a methodology that aligns the critical but often 'silo-ed' software development process with the company goals. This book lets you build the teams, define the roles, acquire the tools, and deliver your software on time and on budget. It explains how to employ automation in your development[...]

One of the first champions of the positive effects of gaming reveals the dark side of today's digital and social media "" Today's schools are eager to use the latest technology in the classroom, but rather than improving learning, the new e-media can just as easily narrow students' horizons. Educati[...]

In this report, noted scholar James Paul Gee discusses the evolution of digital media and learning (DMAL) from its infancy as an "academic area" into a more organized field or coherent discipline. Distinguishing among academic areas, fields, disciplinary specializations, and thematic disciplines, Ge[...]

In this important and innovative volume, two distinguished architects offer the most thorough analysis to date of the Yale Center for British Art building, designed by Louis I. Kahn. Peter Inskip and Stephen Gee describe the design, construction, and subsequent renovation of the building, assess its[...]

Spicer and Pegler's Financial Reporting for Business and Practice 2004 is the definitive text on financial accounting. First published over ninety years ago as Spicer and Pegler's Book-Keeping and Accounts, this title centres on the needs of corporate financial professionals, smaller practitioners o[...]

"How to do Discourse Analysis: A Toolkit" is the essential new book from James Paul Gee, bestselling author of "An Introduction to Discourse Analysis: Theory and Method". Discourse analysis is widely used in a range of academic subjects, all concerned with how humans make meaning and communicate wit[...]

In Language and Learning in the Digital Age, linguist James Paul Gee and educator Elisabeth Hayes deal with the forces unleashed by today's digital media, forces that are transforming language and learning for good and ill. They argue that the role of oral language is almost always entirely misunder[...]