10 Customer Acquisition and Relationship Management
Dmitry Kalinovsky/iStock/Thinkstock
Patronage by loyal customers yields 65 percent of a typical business’ volume.
—American Management Association
Learning Objectives
After reading this chapter, you should be able to do the following:
• Identify how organizational growth is best achieved by an HCO, and state the effect of the product life cycle
on an organization’s revenues.
• Discuss several approaches that an HCO can use to attract new customers, or patients.
• Delineate the premises upon which customer relationship management is based.
• Explain the advantages of database marketing, and identify ways for an organization to use a marketing
database.
• Provide examples of how an HCO can effectively manage real and virtual customer interactions.
Section 10.1Organizational Growth
Introduction
This chapter focuses on how to attract and keep patients through understanding and meeting
their needs. The long-term success of an HCO depends on its ability to attract new patients
and turn them into loyal customers who not only return for needed services, but recommend
the HCO’s services to others. This is especially important because of the nature of the life cycle
for products and services, from their introduction to their decline. Attracting new customers
and keeping existing ones involves interacting internally and externally with patients, analyz-
ing data on current patients, and managing real and virtual interactions with patients. Manag-
ing relationships with patients helps to ensure that patients stay informed and feel connected
to the HCO through its internal and external customer relationship efforts.
10.1 Organizational Growth
Most organizations have growth as a basic goal. Growth means an increase in revenue and
a greater impact on the communities served. Growth also creates opportunities for staff to
advance and take on new responsibilities. While many activities can help an HCO grow, the
most important is the development of an effective marketing plan to provide a consistent
platform for the organization’s visibility and to brand the HCO as an attractive option for
medical services. The development of an effective marketing plan was stressed in Chapter 8
as a basic marketing need for an HCO: that is, to inform new and existing customers of the
organization’s services and to persuade them to continue using or to try using these services.
Product/Service Life Cycles
Like people, products and services have a life cycle. The term product life cycle refers to the
stages that a product or service goes through from the time it is introduced until it is taken
off the market or “dies.” The stages of the product life cycle, illustrated in Figure 10.1, usually
include the following descriptions:
• Introduction—The stage of researching, developing, and launching the product or
service.
• Growth—The stage when revenues are increasing at a fast rate.
• M.
Channel Threading is the intentional connection of multiple Channels with the understanding of how they will be used to complete an outcome for your Customer.
Doing it well creates distribution channels that are linked together in a meaningful way and enables healthcare companies to create personalized products and messaging.
Bowen Family Theory and Therapy1.Consider Bowen’s notion that pe.docxjackiewalcutt
Bowen Family Theory and Therapy
1.Consider Bowen’s notion that people seek out partners with identical levels of differentiation of self. Do you think this is true? Why might people marry partners at similar levels of differentiation? According to Bowen, Why would a mismatch fail?
Bowen Family Theory and Therapy
2.You should have completed or may be in the process of completing your Genogram, however, please discuss either Multigenerational Transmission Process, Emotional Cutoff, Sibling Position or Societal Emotional Process as it pertains to you and your family. Provide examples.
Assignment Objectives for Unit 5:
STRATEGIC MARKETING PLAN
INTRODUCTION
This assignment entails development of a comprehensive strategic marketing plan for a new product or service that is ready to “go to market”. A Project Template is provided that allows you to organize your work in increments and see how the sections come together to produce a comprehensive plan.
PRODUCT/SERVICE
This assignment requires application of concepts learned to build a strategic marketing plan for a new product or service that is ready to “go to market”. You will not be allowed to mimic plans or ideas from larger or already "in-place" campaigns. You must develop the business concept in its entirety.
· Describe the new product or service.
· Discuss the qualities that make this product/service new to the marketplace and the rationale for your decision to pursue the concept. Be sure to pick a product or service that is ready to market. If you are developing a new product, assume that the development phase is over and you are ready to launch the product into the marketplace.
OBJECTIVES/MISSION STATEMENT
Create a Mission Statement. State your short-term MARKETING objectives (one year). Assume that the product/service is ready to launch at the beginning of the year (planning and testing have been completed).
· Marketing objectives include goals for sales, profits, market share (as examples)
· Objectives need to be quantifiable. Use the SMART acronym—simple, measurable, achievable, relevant, and time-specific—in formulating your objectives. An objective with a 100% goal is not acceptable
TARGET MARKET
Identify your target market. Provide a specific demographic profile and rationale for this decision. Another source that may help you: The US Census Bureau's American Fact Finder. Consider the size of the market and its purchasing power. Research is required to back-up your selection and to provide statistics to show that it is a viable market.
COMPETITION
Analyze your competition. Who are they? Who are the biggest players? How large is the market? What are the trends/forecasts in the industry? How does your product/service fit in? Business Source Complete in the Library is a good tool for this section; it may be accessed under Find Articles & eBooks.
PRODUCT/SERVICE FEATURES
Provide a brief overview of the product or service.
· State the features of your product/service. Show how it's innov.
Channel Threading is the intentional connection of multiple Channels with the understanding of how they will be used to complete an outcome for your Customer.
Doing it well creates distribution channels that are linked together in a meaningful way and enables healthcare companies to create personalized products and messaging.
Bowen Family Theory and Therapy1.Consider Bowen’s notion that pe.docxjackiewalcutt
Bowen Family Theory and Therapy
1.Consider Bowen’s notion that people seek out partners with identical levels of differentiation of self. Do you think this is true? Why might people marry partners at similar levels of differentiation? According to Bowen, Why would a mismatch fail?
Bowen Family Theory and Therapy
2.You should have completed or may be in the process of completing your Genogram, however, please discuss either Multigenerational Transmission Process, Emotional Cutoff, Sibling Position or Societal Emotional Process as it pertains to you and your family. Provide examples.
Assignment Objectives for Unit 5:
STRATEGIC MARKETING PLAN
INTRODUCTION
This assignment entails development of a comprehensive strategic marketing plan for a new product or service that is ready to “go to market”. A Project Template is provided that allows you to organize your work in increments and see how the sections come together to produce a comprehensive plan.
PRODUCT/SERVICE
This assignment requires application of concepts learned to build a strategic marketing plan for a new product or service that is ready to “go to market”. You will not be allowed to mimic plans or ideas from larger or already "in-place" campaigns. You must develop the business concept in its entirety.
· Describe the new product or service.
· Discuss the qualities that make this product/service new to the marketplace and the rationale for your decision to pursue the concept. Be sure to pick a product or service that is ready to market. If you are developing a new product, assume that the development phase is over and you are ready to launch the product into the marketplace.
OBJECTIVES/MISSION STATEMENT
Create a Mission Statement. State your short-term MARKETING objectives (one year). Assume that the product/service is ready to launch at the beginning of the year (planning and testing have been completed).
· Marketing objectives include goals for sales, profits, market share (as examples)
· Objectives need to be quantifiable. Use the SMART acronym—simple, measurable, achievable, relevant, and time-specific—in formulating your objectives. An objective with a 100% goal is not acceptable
TARGET MARKET
Identify your target market. Provide a specific demographic profile and rationale for this decision. Another source that may help you: The US Census Bureau's American Fact Finder. Consider the size of the market and its purchasing power. Research is required to back-up your selection and to provide statistics to show that it is a viable market.
COMPETITION
Analyze your competition. Who are they? Who are the biggest players? How large is the market? What are the trends/forecasts in the industry? How does your product/service fit in? Business Source Complete in the Library is a good tool for this section; it may be accessed under Find Articles & eBooks.
PRODUCT/SERVICE FEATURES
Provide a brief overview of the product or service.
· State the features of your product/service. Show how it's innov.
1 3. Compare and contrast the external financing options t.docxhoney725342
1
3. Compare and contrast the external financing options that are available for healthcare organizations
today.
Reading Assignment
Chapter 4:
Understanding Costs
Unit Lesson
This unit will introduce you to the concept of costs in healthcare. For public service organizations and
healthcare organizations of all kinds, an understanding of costs is absolutely essential. The better that
healthcare managers understand costs, the more accurate their planning will be, and the better they will be
able to control spending for the organization within their areas of responsibility. A solid understanding of costs
will also improve a manager’s ability to make effective decisions on a day-to-day basis for his or her
department. Thus, for many reasons, you need to get a solid understanding of costs. That is what we will
seek to provide in Unit III.
First let us face reality, costs in healthcare are complicated. They are considerably more complicated than
costs in industries such as manufacturing, construction, or retail. One important emphasis of this unit is on
providing a clear understanding of key definitions for widely used cost terms. Such terms include direct costs,
indirect costs, average costs, fixed costs, variable costs, and marginal costs.
In this unit, you will come to realize that finance has its own language, and in order to be effective as a
healthcare manager, you must be able to speak that language. Otherwise you will find yourself in foreign
territory at management team meetings and board of directors meetings. You will also be at great
disadvantage when budget time rolls around each year. Accordingly, in this course, we will teach you the
language of finance so that you can communicate clearly with the chief financial officer (CFO) and other
members of management.
Another focus for Unit III is on understanding how costs change as service volumes change. The relationship
between costs and volume has a dramatic impact on the profits or losses incurred by an organization, and
this relationship is critical to effective decision making. Healthcare organizations must generate black ink on
the income statement in order to survive. That is true for both for-profit and not-for-profit entities, so you must
understand the impact of service volumes on costs.
The old story about the Long Island Tailor comes to mind here. It was said that the tailor lost money on every
single suit that he produced for clients, but he made it up in volume. Well, clearly that will never work. Losing
money on every healthcare service we provide, and then getting busier losing money, will close down the
hospital or clinic in a very short time. In healthcare, we need to find a way to provide services for our patients
at cost levels which allow some margin of revenues over expenses. This may not be true for every patient that
we treat, but it must be true for our patient population overall. Otherwise we could be in a lot of troubl ...
Week 4 Dis 1Please respond to the following Brand Stretch .docxmelbruce90096
Week 4
Dis 1
Please respond to the following: "Brand Stretch Spectrum and Market Product Grid"
· Assess the importance of evaluating newly developed health care products in order to determine whether the products should carry existing brand names or whether they should be assigned new brand names. Suggest realistic branding strategies needed for marketers to evaluate newly developed health care products or services. Provide support for your rationale.
· From the e-Activity, determine whether or not the product offerings that you selected are consistent with the perceived selections of the given health care entity. Explain your rationale.
2 page
Dis 2
Please respond to the following: "Lateral Marketing Strategy"
· Assess the value of target marketing as an effective health care marketing strategy. Appraise the degree to which vertical and traditional segmentation help marketing managers use target marketing strategies. Support your rationale with at least two (2) specific examples of target marketing within a health care organization with which you are familiar.
· Evaluate the impact of lateral segmentation in encouraging marketing managers to look broadly at markets in order to identify previously overlooked opportunities. Provide at least one (1) specific example of quality initiatives within a health care organization.
2 page
Week 5
Dis 1
· Please respond to the following: "Marketing Segment and Perceptual Map"
· Evaluate the value and utility afforded by Philip Kotler’s Segment-by-Segment Invasion Plan as a tool for mapping current and future market segment pursuits. Provide support for your rationale.
· Assess the importance of a Perceptual Map for current and potential product offerings in the marketplace. Suggest one (1) way in which this instrument can be used by marketers to affect better product positioning outcomes within the health care industry.
2 page
Dis 2
Please respond to the following: "Product Ladder and Hierarchy of Needs"
· Assess the importance of the Ries and Trout’s Product Ladder as a target marketing device within the health care industry. Provide a rationale for your response.
· Assess the level of necessity for health care marketers to possess an effective understand of human motivation in order to better understand their customers. Provide at least two (2) specific examples of the use of human motivation within a health care organization.
2 page
Week 6
Dis 1
Please respond to the following: "Diffusion of Innovation"
· Per the text, health care consumers vary in their willingness to adopt new product offerings, with some being quicker to adopt than others. Suggest the key reasons why you believe these variances exist. Provide a rationale with at least (1) example of a situation or scenario that would support your response.
· Assess the importance of Everett Rogers’ Diffusion of Innovation Model as a tool for understanding the product adoption tendencies of health care consumer. Provide at least two (2) specific.
Students Name:
Lecturers Name:
Unit Title:
Submission Date:
1. What challenges do graying populations create for companies?
Since there are more people retiring, there will be fewer working people in the labor market. Companies will find it hard to source for workers in a labor market that comprises of the elderly. (David E. 2011).
Since elderly people are regarded as less productive, the quality of the work force will be reduced. Companies that hire a graying population will have its production output slowed down by this demography thus making the company less competitive. (David E. 2011).
Pension companies will be burdened while trying to pay for pension funds for this huge demography. (David E. 2011).
Since there will be a change in taste and preference, spending habits as well as lifestyle, spending on some products will decrease as more people enter this age bracket (David E. 2011). For example;
· A change in taste and preference in the case whereby the aging want to eat much healthier foods will have an effect on the food industry.
· A change in lifestyle will have some products such as sugary and high fat foods reduced thus affecting the companies which produce them.
· A change in spending habits will see the demand for some products abandoned since individuals in this demography will want to save more because they will be no longer working.
2. What opportunities do graying populations create for firms?
There will be a demand for Private Nursing homes and hospitals. (Liping Hou 2011).
There will be demand for Cancer treating drugs as well as life prolonging drugs for Pharmaceutical companies. (Cassindy 2011).
There will be a higher demand for products such as healthier foods as well as high demand for products offered by recreational facilities. (Liping Hou 2011).
3. How will demographic changes affect the competitiveness of countries in the international marketplace?
Since elderly people are regarded as less productive, the quality of the Chinese work force will be reduced. Since the economy will have more aging people, the country’s output as well as competitiveness will be reduced as compared to economies with a much younger population. (David E. 2011).
The increasing aging population might cause investment capital to flow from a country whose population in comparatively older to the one whose population is comparatively younger and consequently whose rewarding rate of the capital will be high. (Liping Hou 2011).
4. What has been the impact of the one-child policy on China’s economic fortunes?
Positive impacts
The individual savings rate has increased since the one-child policy was introduced which gives many Chinese more money with which they can save as well as invest. (Marcus Roberts 2011).
Since the saving rate has increased, money can be spent on other necessities for the family which spurs economic growth. (Marcus Roberts 2011).
Poverty rates have reduced due to increased saving and investment rates. (Marcus Roberts 2.
Webinar: Creating a Retail Health Infrastructure: Is Your Infrastructure Read...imagine.GO
Do you have a cohesive Channel Threading Strategy across all your consumer channels? Is your organization’s consumer initiative focused on tying together the channels and touch points that exist today as well as identifying any areas that are not being addressed? What does your infrastructure maturity curve look like?
It is critical for insurers to get their multi-channel strategy right. Health plans should understand the big picture of how much consumer traffic comes from each channel. A strategy must also examine consumer transactions across multiple channels. This webinar looks at how to develop the people, processes and technology necessary to the development of an excellent retail/consumer organization that can support multiple consumer channels.
Attendees will gain insights and perspective on:
- The role and intent of your retail channels.
- The fundamentals of a retail infrastructure.
- The fundamentals of a retail organizational structure.
2013 10 utilizing member engagement to improve cahps scoresimagine.GO
The Accountable Care Act means more access to healthcare for more people. But to pay for that access it also means margins for healthcare companies are going to be squeezed. But this does not necessarily imply doom for healthcare companies. The law actually encourages healthcare businesses to build better business models – and is willing to pay for it. By retooling your market approach, and the operations that run your business, you can actually improve your margins and your customer’s happiness at the same time you are helping to create a better and more efficient healthcare ecosystem.
As healthcare becomes more of a commodity over time, healthcare consumers will engage in shopping behavior based on price and quality. They will be demanding a better experience.
100 Original WorkZero PlagiarismGraduate Level Writing Required.docxchristiandean12115
100% Original Work
Zero Plagiarism
Graduate Level Writing Required.
DUE: Saturday, March 6, 2021 by 5pm Eastern Standard
Select one of the following topics:
Immigration
Drug legislation
Three-strikes sentencing
Write a 1,250- to 1,400-word paper describing how EACH BRANCH of the government participates in your selected policy.
Format your presentation consistent with APA guidelines.
PLEASE NOTE: There needs to be at least three different peer reviewed literature references
Wikipedia, dictionaries, and encyclopedias are not peer reviewed literature references.
.
10.11771066480704270150THE FAMILY JOURNAL COUNSELING AND THE.docxchristiandean12115
10.1177/1066480704270150THE FAMILY JOURNAL: COUNSELING AND THERAPY FOR COUPLES AND FAMILIES / January 2005Lambert / GAY AND LESBIAN FAMILIES
❖ Literature Review—Research
Gay and Lesbian Families:
What We Know and Where to Go From Here
Serena Lambert
Idaho State University
The author reviewed the research on gay and lesbian parents and
their children. The current body of research has been clear and con-
sistent in establishing that children of gay and lesbian parents are as
psychologically healthy as their peers from heterosexual homes.
However, this comparison approach to research design appears to
have limited the scope of research on gay and lesbian families, leav-
ing much of the experience of these families yet to be investigated.
Keywords: gay men; lesbians; parenting; families
The relationships and family lives of gay and lesbian peo-ple have been the focus of much controversy in the past
decade. The legal and social implications of gay and lesbian
parents appear to have clearly affected the direction that
researchers in the fields of psychology and sociology have
taken in regard to these diverse families. As clinicians, educa-
tors, and researchers, counselors need to be aware of and
involved with issues related to lesbian and gay family life for
several reasons. First, our professional code of ethics charges
us with the ethical responsibility to demonstrate a commit-
ment to gaining knowledge, personal awareness, sensitivity,
and skills significant for working with diverse populations
(American Counseling Association, 1995; International
Association of Marriage and Family Counselors, n.d.). Coun-
selors are also in a unique position to advocate for diverse
clients and families in their communities as well as in their
practices but must possess the knowledge to do so effectively
(Eriksen, 1999). It is believed that work in this area not only
has the potential to affect the lives of our gay and lesbian cli-
ents and their children but also influences developmental and
family theory and informs public policies for the future
(Patterson, 1995, 2000; Savin-Williams & Esterberg, 2000).
This article will review the recent research regarding fami-
lies headed by gay men and lesbians. Studies reviewed in-
clude investigations of gay or lesbian versus homosexual par-
ents, sources of diversity among gay and lesbian parents, and
the personal and sociological development of the children of
gay and lesbian parents. Implications for counselors as well
as directions for future research will also be discussed.
GAY AND LESBIAN PARENTS
How Many Are Out There?
Unfortunately, accurate statistics regarding the numbers
of families headed by gay men and lesbians in our culture are
difficult to determine. Due to fear of discrimination in one or
more aspects of their lives, many gay men and lesbians have
carefully kept their sexual orientation concealed—even from
their own children in some cases (Huggins, 1989). Patterson
(2000) noted that it is es.
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1
3. Compare and contrast the external financing options that are available for healthcare organizations
today.
Reading Assignment
Chapter 4:
Understanding Costs
Unit Lesson
This unit will introduce you to the concept of costs in healthcare. For public service organizations and
healthcare organizations of all kinds, an understanding of costs is absolutely essential. The better that
healthcare managers understand costs, the more accurate their planning will be, and the better they will be
able to control spending for the organization within their areas of responsibility. A solid understanding of costs
will also improve a manager’s ability to make effective decisions on a day-to-day basis for his or her
department. Thus, for many reasons, you need to get a solid understanding of costs. That is what we will
seek to provide in Unit III.
First let us face reality, costs in healthcare are complicated. They are considerably more complicated than
costs in industries such as manufacturing, construction, or retail. One important emphasis of this unit is on
providing a clear understanding of key definitions for widely used cost terms. Such terms include direct costs,
indirect costs, average costs, fixed costs, variable costs, and marginal costs.
In this unit, you will come to realize that finance has its own language, and in order to be effective as a
healthcare manager, you must be able to speak that language. Otherwise you will find yourself in foreign
territory at management team meetings and board of directors meetings. You will also be at great
disadvantage when budget time rolls around each year. Accordingly, in this course, we will teach you the
language of finance so that you can communicate clearly with the chief financial officer (CFO) and other
members of management.
Another focus for Unit III is on understanding how costs change as service volumes change. The relationship
between costs and volume has a dramatic impact on the profits or losses incurred by an organization, and
this relationship is critical to effective decision making. Healthcare organizations must generate black ink on
the income statement in order to survive. That is true for both for-profit and not-for-profit entities, so you must
understand the impact of service volumes on costs.
The old story about the Long Island Tailor comes to mind here. It was said that the tailor lost money on every
single suit that he produced for clients, but he made it up in volume. Well, clearly that will never work. Losing
money on every healthcare service we provide, and then getting busier losing money, will close down the
hospital or clinic in a very short time. In healthcare, we need to find a way to provide services for our patients
at cost levels which allow some margin of revenues over expenses. This may not be true for every patient that
we treat, but it must be true for our patient population overall. Otherwise we could be in a lot of troubl ...
Week 4 Dis 1Please respond to the following Brand Stretch .docxmelbruce90096
Week 4
Dis 1
Please respond to the following: "Brand Stretch Spectrum and Market Product Grid"
· Assess the importance of evaluating newly developed health care products in order to determine whether the products should carry existing brand names or whether they should be assigned new brand names. Suggest realistic branding strategies needed for marketers to evaluate newly developed health care products or services. Provide support for your rationale.
· From the e-Activity, determine whether or not the product offerings that you selected are consistent with the perceived selections of the given health care entity. Explain your rationale.
2 page
Dis 2
Please respond to the following: "Lateral Marketing Strategy"
· Assess the value of target marketing as an effective health care marketing strategy. Appraise the degree to which vertical and traditional segmentation help marketing managers use target marketing strategies. Support your rationale with at least two (2) specific examples of target marketing within a health care organization with which you are familiar.
· Evaluate the impact of lateral segmentation in encouraging marketing managers to look broadly at markets in order to identify previously overlooked opportunities. Provide at least one (1) specific example of quality initiatives within a health care organization.
2 page
Week 5
Dis 1
· Please respond to the following: "Marketing Segment and Perceptual Map"
· Evaluate the value and utility afforded by Philip Kotler’s Segment-by-Segment Invasion Plan as a tool for mapping current and future market segment pursuits. Provide support for your rationale.
· Assess the importance of a Perceptual Map for current and potential product offerings in the marketplace. Suggest one (1) way in which this instrument can be used by marketers to affect better product positioning outcomes within the health care industry.
2 page
Dis 2
Please respond to the following: "Product Ladder and Hierarchy of Needs"
· Assess the importance of the Ries and Trout’s Product Ladder as a target marketing device within the health care industry. Provide a rationale for your response.
· Assess the level of necessity for health care marketers to possess an effective understand of human motivation in order to better understand their customers. Provide at least two (2) specific examples of the use of human motivation within a health care organization.
2 page
Week 6
Dis 1
Please respond to the following: "Diffusion of Innovation"
· Per the text, health care consumers vary in their willingness to adopt new product offerings, with some being quicker to adopt than others. Suggest the key reasons why you believe these variances exist. Provide a rationale with at least (1) example of a situation or scenario that would support your response.
· Assess the importance of Everett Rogers’ Diffusion of Innovation Model as a tool for understanding the product adoption tendencies of health care consumer. Provide at least two (2) specific.
Students Name:
Lecturers Name:
Unit Title:
Submission Date:
1. What challenges do graying populations create for companies?
Since there are more people retiring, there will be fewer working people in the labor market. Companies will find it hard to source for workers in a labor market that comprises of the elderly. (David E. 2011).
Since elderly people are regarded as less productive, the quality of the work force will be reduced. Companies that hire a graying population will have its production output slowed down by this demography thus making the company less competitive. (David E. 2011).
Pension companies will be burdened while trying to pay for pension funds for this huge demography. (David E. 2011).
Since there will be a change in taste and preference, spending habits as well as lifestyle, spending on some products will decrease as more people enter this age bracket (David E. 2011). For example;
· A change in taste and preference in the case whereby the aging want to eat much healthier foods will have an effect on the food industry.
· A change in lifestyle will have some products such as sugary and high fat foods reduced thus affecting the companies which produce them.
· A change in spending habits will see the demand for some products abandoned since individuals in this demography will want to save more because they will be no longer working.
2. What opportunities do graying populations create for firms?
There will be a demand for Private Nursing homes and hospitals. (Liping Hou 2011).
There will be demand for Cancer treating drugs as well as life prolonging drugs for Pharmaceutical companies. (Cassindy 2011).
There will be a higher demand for products such as healthier foods as well as high demand for products offered by recreational facilities. (Liping Hou 2011).
3. How will demographic changes affect the competitiveness of countries in the international marketplace?
Since elderly people are regarded as less productive, the quality of the Chinese work force will be reduced. Since the economy will have more aging people, the country’s output as well as competitiveness will be reduced as compared to economies with a much younger population. (David E. 2011).
The increasing aging population might cause investment capital to flow from a country whose population in comparatively older to the one whose population is comparatively younger and consequently whose rewarding rate of the capital will be high. (Liping Hou 2011).
4. What has been the impact of the one-child policy on China’s economic fortunes?
Positive impacts
The individual savings rate has increased since the one-child policy was introduced which gives many Chinese more money with which they can save as well as invest. (Marcus Roberts 2011).
Since the saving rate has increased, money can be spent on other necessities for the family which spurs economic growth. (Marcus Roberts 2011).
Poverty rates have reduced due to increased saving and investment rates. (Marcus Roberts 2.
Webinar: Creating a Retail Health Infrastructure: Is Your Infrastructure Read...imagine.GO
Do you have a cohesive Channel Threading Strategy across all your consumer channels? Is your organization’s consumer initiative focused on tying together the channels and touch points that exist today as well as identifying any areas that are not being addressed? What does your infrastructure maturity curve look like?
It is critical for insurers to get their multi-channel strategy right. Health plans should understand the big picture of how much consumer traffic comes from each channel. A strategy must also examine consumer transactions across multiple channels. This webinar looks at how to develop the people, processes and technology necessary to the development of an excellent retail/consumer organization that can support multiple consumer channels.
Attendees will gain insights and perspective on:
- The role and intent of your retail channels.
- The fundamentals of a retail infrastructure.
- The fundamentals of a retail organizational structure.
2013 10 utilizing member engagement to improve cahps scoresimagine.GO
The Accountable Care Act means more access to healthcare for more people. But to pay for that access it also means margins for healthcare companies are going to be squeezed. But this does not necessarily imply doom for healthcare companies. The law actually encourages healthcare businesses to build better business models – and is willing to pay for it. By retooling your market approach, and the operations that run your business, you can actually improve your margins and your customer’s happiness at the same time you are helping to create a better and more efficient healthcare ecosystem.
As healthcare becomes more of a commodity over time, healthcare consumers will engage in shopping behavior based on price and quality. They will be demanding a better experience.
Similar to 10 Customer Acquisition and Relationship ManagementDmitry .docx (20)
100 Original WorkZero PlagiarismGraduate Level Writing Required.docxchristiandean12115
100% Original Work
Zero Plagiarism
Graduate Level Writing Required.
DUE: Saturday, March 6, 2021 by 5pm Eastern Standard
Select one of the following topics:
Immigration
Drug legislation
Three-strikes sentencing
Write a 1,250- to 1,400-word paper describing how EACH BRANCH of the government participates in your selected policy.
Format your presentation consistent with APA guidelines.
PLEASE NOTE: There needs to be at least three different peer reviewed literature references
Wikipedia, dictionaries, and encyclopedias are not peer reviewed literature references.
.
10.11771066480704270150THE FAMILY JOURNAL COUNSELING AND THE.docxchristiandean12115
10.1177/1066480704270150THE FAMILY JOURNAL: COUNSELING AND THERAPY FOR COUPLES AND FAMILIES / January 2005Lambert / GAY AND LESBIAN FAMILIES
❖ Literature Review—Research
Gay and Lesbian Families:
What We Know and Where to Go From Here
Serena Lambert
Idaho State University
The author reviewed the research on gay and lesbian parents and
their children. The current body of research has been clear and con-
sistent in establishing that children of gay and lesbian parents are as
psychologically healthy as their peers from heterosexual homes.
However, this comparison approach to research design appears to
have limited the scope of research on gay and lesbian families, leav-
ing much of the experience of these families yet to be investigated.
Keywords: gay men; lesbians; parenting; families
The relationships and family lives of gay and lesbian peo-ple have been the focus of much controversy in the past
decade. The legal and social implications of gay and lesbian
parents appear to have clearly affected the direction that
researchers in the fields of psychology and sociology have
taken in regard to these diverse families. As clinicians, educa-
tors, and researchers, counselors need to be aware of and
involved with issues related to lesbian and gay family life for
several reasons. First, our professional code of ethics charges
us with the ethical responsibility to demonstrate a commit-
ment to gaining knowledge, personal awareness, sensitivity,
and skills significant for working with diverse populations
(American Counseling Association, 1995; International
Association of Marriage and Family Counselors, n.d.). Coun-
selors are also in a unique position to advocate for diverse
clients and families in their communities as well as in their
practices but must possess the knowledge to do so effectively
(Eriksen, 1999). It is believed that work in this area not only
has the potential to affect the lives of our gay and lesbian cli-
ents and their children but also influences developmental and
family theory and informs public policies for the future
(Patterson, 1995, 2000; Savin-Williams & Esterberg, 2000).
This article will review the recent research regarding fami-
lies headed by gay men and lesbians. Studies reviewed in-
clude investigations of gay or lesbian versus homosexual par-
ents, sources of diversity among gay and lesbian parents, and
the personal and sociological development of the children of
gay and lesbian parents. Implications for counselors as well
as directions for future research will also be discussed.
GAY AND LESBIAN PARENTS
How Many Are Out There?
Unfortunately, accurate statistics regarding the numbers
of families headed by gay men and lesbians in our culture are
difficult to determine. Due to fear of discrimination in one or
more aspects of their lives, many gay men and lesbians have
carefully kept their sexual orientation concealed—even from
their own children in some cases (Huggins, 1989). Patterson
(2000) noted that it is es.
10.11771066480703252339 ARTICLETHE FAMILY JOURNAL COUNSELING.docxchristiandean12115
10.1177/1066480703252339 ARTICLETHE FAMILY JOURNAL: COUNSELING AND THERAPY FOR COUPLES AND FAMILIES / July 2003Fall, Lyons / ETHICAL CONSIDERATIONS
❖ Ethics
Ethical Considerations of Family Secret
Disclosure and Post-Session Safety Management
Kevin A. Fall
Christy Lyons
Loyola University—New Orleans
The ethical issues involved in the disclosure of family secrets in ther-
apy have been addressed in the literature, but the focus has typically
been on secrets disclosed in individual sessions. The literature
largely ignores the ethical issues surrounding in-session disclosure
and the concomitant liability of the family therapist for the post-ses-
sion well-being of the system’s members. This article explores types
of family secrets, provides a case example of in-session disclosure,
and presents ethical considerations and practice recommendations.
Keywords: family secrets; ethics; confidentiality; abuse; safety
A
family without secrets is like a two-year-old without
tantrums: a rarity. Virtually every family has secrets
involving academic problems, relationship dynamics, or even
various illegalities. Secrets permeate the family system
before therapy begins, but with the introduction of the thera-
pist, the system begins to change. The therapist ideally creates
an environment that challenges the boundaries and rules of
the system; this is the nature of therapy. As a result of the
sense of safety within the session, it is conceivable that a fam-
ily member may disclose information that has been hidden for
a wide variety of reasons. Any unearthing of hidden material
will create a disequilibrium within the system. Family thera-
pists are trained to handle the consequences of such a disclo-
sure in session and ethically lay the groundwork for timely
disclosures. Dealing with this disclosure and its impact on the
system often becomes the primary focus of the therapy, as the
perturbation caused by the disclosure can serve as a catalyst to
reorganize the system.
However, not all information is disclosed at the “perfect
time.” In fact, the idiosyncratic internal sensing of safety by
any member of the family may trigger a disclosure prema-
turely. Secrets are such an omnipresent dynamic in the life of
family systems that it seems unlikely that any family therapist
could avoid untimely disclosures. Even in these unpredict-
able moments, a disclosure creates a disequilibrium that can
be productive in the therapy process as the secret and the pro-
cess of maintaining the secret are worked through in an
atmosphere of trust and safety. The ethical question here is
two-fold: What is the therapist’s responsibility in preparing
the family members for the potential risks of counseling that
may arise from such disclosures, and what is the responsibil-
ity of the family therapist to maintain the safety of the mem-
bers after a disclosure?
Although the International Association of Marriage and
Family Counselors’ (IAMFC).
10.11770022487105285962Journal of Teacher Education, Vol. 57,.docxchristiandean12115
10.1177/0022487105285962Journal of Teacher Education, Vol. 57, No. XX, XXX/XXX 2006Journal of Teacher Education, Vol. 57, No. XX, XXX/XXX 2006
CONSTRUCTING 21st-CENTURY TEACHER EDUCATION
Linda Darling-Hammond
Stanford University
Much of what teachers need to know to be successful is invisible to lay observers, leading to the view
that teaching requires little formal study and to frequent disdain for teacher education programs. The
weakness of traditional program models that are collections of largely unrelated courses reinforce this
low regard. This article argues that we have learned a great deal about how to create stronger, more ef-
fective teacher education programs. Three critical components of such programs include tight coher-
ence and integration among courses and between course work and clinical work in schools, extensive
and intensely supervised clinical work integrated with course work using pedagogies linking theory
and practice, and closer, proactive relationships with schools that serve diverse learners effectively
and develop and model good teaching. Also, schools of education should resist pressures to water
down preparation, which ultimately undermine the preparation of entering teachers, the reputation
of schools of education, and the strength of the profession.
Keywords: field-based experiences; foundations of education; student teaching; supervision; theo-
ries of teacher education
The previous articles have articulated a spectac-
ular array of things that teachers should know
and be able to do in their work. These include
understanding many things about how people
learn and how to teach effectively, including as-
pects of pedagogical content knowledge that in-
corporate language, culture, and community
contexts for learning. Teachers also need to un-
derstand the person, the spirit, of every child
and find a way to nurture that spirit. And they
need the skills to construct and manage class-
room activities efficiently, communicate well,
use technology, and reflect on their practice to
learn from and improve it continually.
The importance of powerful teaching is
increasingly important in contemporary soci-
ety. Standards for learning are now higher than
they have ever been before, as citizens and
workers need greater knowledge and skill to
survive and succeed. Education is increasingly
important to the success of both individuals and
nations, and growing evidence demonstrates
that—among all educational resources—teach-
ers’ abilities are especially crucial contributors
t o s t u d e n t s ’ le a r n i n g . F u r t h e r m o re , t h e
demands on teachers are increasing. Teachers
need not only to be able to keep order and pro-
vide useful information to students but also to
be increasingly effective in enabling a diverse
group of students to learn ever more complex
material. In previous decades, they were
expected to prepare only a small minority for
ambitious intellectual work, whereas they are
now expected to prep.
10.1 What are three broad mechanisms that malware can use to propa.docxchristiandean12115
10.1 What are three broad mechanisms that malware can use to propagate?
10.2 What are four broad categories of payloads that malware may carry?
10.3 What are typical phases of operation of a virus or worm?
10.4 What mechanisms can a virus use to conceal itself?
10.5 What is the difference between machine-executable and macro viruses?
10.6 What means can a worm use to access remote systems to propagate?
10.7 What is a “drive-by-download” and how does it differ from a worm?
10.8 What is a “logic bomb”?
10.9 Differentiate among the following: a backdoor, a bot, a keylogger, spyware, and a rootkit? Can they all be present in the same malware?
10.10 List some of the different levels in a system that a rootkit may use.
10.11 Describe some malware countermeasure elements.
10.12 List three places malware mitigation mechanisms may be located.
10.13 Briefly describe the four generations of antivirus software.
10.14 How does behavior-blocking software work?
10.15 What is a distributed denial-of-service system?
.
10.0 ptsPresentation of information was exceptional and included.docxchristiandean12115
10.0 pts
Presentation of information was exceptional and included all of the following elements: Identifies the role of concept analysis within theory development. Identifies the selected nursing concept. Identifies the nursing theory from which the selected concept was obtained. A nursing theory was used. Identifies the sections of the paper. Scholarly support from nursing literature was provided.
9.0 pts
Presentation of information was good, but was superficial in places and included all of the following elements: Identifies the role of concept analysis within theory development. Identifies the selected nursing concept. Identifies the nursing theory from which the selected concept was obtained. A nursing theory was used. Identifies the sections of the paper. Scholarly support from nursing literature was provided.
8.0 pts
Presentation of information was minimally demonstrated in the all of the following elements: Identifies the role of concept analysis within theory development. Identifies the selected nursing concept. Identifies the nursing theory from which the selected concept was obtained. A nursing theory was used. Identifies the sections of the paper. Limited scholarly support from nursing literature was provided.
4.0 pts
Presentation of information in one or two of the following elements fails to meet expectations: Identifies the role of concept analysis within theory development. Identifies the selected nursing concept. Identifies the nursing theory from which the selected concept was obtained. A nursing theory was used. Identifies the sections of the paper. Limited or no scholarly support from nursing literature was provided.
0.0 pts
Presentation of information is unsatisfactory in three or more of the following elements: Identifies the role of concept analysis within theory development. Identifies the selected nursing concept. Identifies the nursing theory from which the selected concept was obtained. A nursing theory was used. Identifies the sections of the paper. Limited or no scholarly support from nursing literature was provided.
10.0 pts
This criterion is linked to a Learning Outcome Definition/Explanation of Selected Concept
25.0 pts
Presentation of information was exceptional and included all of the following elements: Defines/explains the concept using scholarly literature (a dictionary maybe used for this section ONLY, and additional scholarly nursing references are required). Provides support from scholarly sources.
22.0 pts
Presentation of information was good, but was superficial in places and included all of the following elements: Defines/explains the concept using scholarly literature (a dictionary maybe used for this section ONLY, and additional scholarly nursing references are required). Provides support from scholarly sources.
20.0 pts
Presentation of information was minimally demonstrated in the all of the following elements: Defines/explains the concept using scholarly literature (a dictionary maybe used for thi.
10-K
1
f12312012-10k.htm
10-K
UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, DC 20549
FORM 10-K
(Mark One)
R
Annual report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934
For the fiscal year ended December 31, 2012
or
o
Transition report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934
For the transition period from __________ to __________
Commission file number 1-3950
Ford Motor Company
(Exact name of Registrant as specified in its charter)
Delaware
38-0549190
(State of incorporation)
(I.R.S. Employer Identification No.)
One American Road, Dearborn, Michigan
48126
(Address of principal executive offices)
(Zip Code)
313-322-3000
(Registrant’s telephone number, including area code)
Securities registered pursuant to Section 12(b) of the Act:
Title of each class
Name of each exchange on which registered*
Common Stock, par value $.01 per share
New York Stock Exchange
__________
* In addition, shares of Common Stock of Ford are listed on certain stock exchanges in Europe.
Securities registered pursuant to Section 12(g) of the Act: None.
Indicate by check mark if the registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act. Yes R No o
Indicate by check mark if the registrant is not required to file reports pursuant to Section 13 or Section 15(d) of the Act. Yes o No R
Indicate by check mark if the registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of the Securities Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant was required to file such reports), and (2) has been subject to such filing requirements for the past 90 days. Yes R No o
Indicate by check mark whether the registrant has submitted electronically and posted on its corporate Web site, if any, every Interactive Data File required to be submitted and posted pursuant to Rule 405 of Regulation S-T (§232.405 of this chapter) during the preceding 12 months (or for such shorter period that the registrant was required to submit and post such files). Yes R No o
Indicate by check mark if disclosure of delinquent filers pursuant to Item 405 of Regulation S-K (§229.405 of this chapter) is not contained herein, and will not be contained, to the best of registrant’s knowledge, in definitive proxy or information statements incorporated by reference in Part III of this Form 10-K or any amendment to this Form 10-K. R
Indicate by check mark whether the registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer, or a smaller reporting company. See definitions of "large accelerated filer," "accelerated filer," and "smaller reporting company" in Rule 12b-2 of the Exchange Act. Large accelerated filer R Accelerated filer o Non-accelerated filer o Smaller reporting company o
Indicate by check mark whether the registra.
10-K 1 f12312012-10k.htm 10-K UNITED STATESSECURITIES AN.docxchristiandean12115
10-K 1 f12312012-10k.htm 10-K
UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, DC 20549
FORM 10-K
(Mark One)
R Annual report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934
For the fiscal year ended December 31, 2012
or
o Transition report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934
For the transition period from __________ to __________
Commission file number 1-3950
Ford Motor Company
(Exact name of Registrant as specified in its charter)
Delaware 38-0549190
(State of incorporation) (I.R.S. Employer Identification No.)
One American Road, Dearborn, Michigan 48126
(Address of principal executive offices) (Zip Code)
313-322-3000
(Registrant’s telephone number, including area code)
Securities registered pursuant to Section 12(b) of the Act:
Title of each class Name of each exchange on which registered*
Common Stock, par value $.01 per share New York Stock Exchange
__________
* In addition, shares of Common Stock of Ford are listed on certain stock exchanges in Europe.
Securities registered pursuant to Section 12(g) of the Act: None.
Indicate by check mark if the registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act.
Yes R No o
Indicate by check mark if the registrant is not required to file reports pursuant to Section 13 or Section 15(d) of the Act.
Yes o No R
Indicate by check mark if the registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of the Securities
Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant was required to file such
reports), and (2) has been subject to such filing requirements for the past 90 days. Yes R No o
Indicate by check mark whether the registrant has submitted electronically and posted on its corporate Web site, if any,
every Interactive Data File required to be submitted and posted pursuant to Rule 405 of Regulation S-T (§232.405 of this
Page 1 of 216F 12.31.2012- 10K
3/7/2019https://www.sec.gov/Archives/edgar/data/37996/000003799613000014/f12312012-10k.htm
chapter) during the preceding 12 months (or for such shorter period that the registrant was required to submit and post such
files). Yes R No o
Indicate by check mark if disclosure of delinquent filers pursuant to Item 405 of Regulation S-K (§229.405 of this chapter)
is not contained herein, and will not be contained, to the best of registrant’s knowledge, in definitive proxy or information
statements incorporated by reference in Part III of this Form 10-K or any amendment to this Form 10-K. R
Indicate by check mark whether the registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer, or a
smaller reporting company. See definitions of "large accelerated filer," "accelerated filer," and "smaller reporting company" in
Rule 12b-2 of the Exchange Act. Large accelerated filer R Accelerated filer .
10 What does a golfer, tennis player or cricketer (or any othe.docxchristiandean12115
10 What does a golfer, tennis player or cricketer (or any other professional sportsperson) focus on to achieve high performance? They nearly always give the same answer: “Repeat my process (that is the process they have practised a million times) – replicate it under real pressure and trust in my ability” That’s why Matthew Lloyd throws the grass up under the roof at Etihad Stadium. It is why Ricky Ponting taps the bat, looks down,
looks up and mouths “watch the ball”. It’s
unnecessary for Matthew Lloyd to toss the
grass. There’s no wind under the roof – it’s
simply a routine that enables him to replicate
his process under pressure.
Ricky Pointing knows you have to watch the
ball. Ponting wants the auto pilot light in his
brain to fl ick on as he mutters “watch the ball”.
High performance in sport is achieved through focusing on your
processes, not the scores.
It is absolutely no different in local government. Our business
is governance and we need to be focusing very hard on our
governance processes. We need to learn these processes, modify
them when necessary, understand them deeply, repeat them
under pressure and trust in our capabilities to deliver. If we do
that, the scores will look after themselves.
I want to share with you my ten most important elements in
the governance process. Let me fi rst say that good governance is
the set of processes, protocols, rules, relationships and behaviours
which lead to consistently good decisions. In the end good
governance is good decisions. You could make lots of good
decisions without good governance. But you will eventually
run out of luck – eventually, bad governance process will lead
to bad decisions. Consistently good decisions come from good
governance processes and practices.
Good governance is not only a prerequisite for consistently
good decisions, it is almost the sole determinant of your
reputation. The way you govern, the ‘vibe’ in the community
and in the local paper about the way you govern is almost the
sole determinant of your reputation. Believe me, if reputation
matters to you, then drive improvements through good
governance.
So here are the ten core elements:
1. THE COUNCIL PLAN
An articulate council plan is a fundamental fi rst step to achieving
your goals. It is your set of promises to your community for a
four-year term.
Unfortunately, there are too many wrong plans:
• Claytons Plans – say too little and are too bland. Delete the
name of the council from these plans and you can’t tell whose
it is! There’s no ‘vibe’ at all.
• Agreeable Plans – where everyone gets their bit in the plan.
There’s no sense of priorities, everyone agrees with everything
in the plan and we save all the real fi ghts and confl icts to be
fought out one by one over the four-year term.
• Opposition-creating Plans – we don’t do this so often but we
sometimes ‘use the numbers’ to enable the dominant group of
councillors to achieve their goals and fail to a.
10 Research-Based Tips for Enhancing Literacy Instruct.docxchristiandean12115
10 Research-Based Tips
for Enhancing Literacy
Instruction for Students
With Intellectual
Disability
Christopher J. Lemons, Jill H. Allor, Stephanie Al Otaiba,
and Lauren M. LeJeune
Literacy
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http://tcx.sagepub.com/
TEACHING EXCEPTIONAL CHILDREN | SEPTEMBER/OCTOBER 2016 19
In the past 2 decades, researchers
(often working closely with parents,
teachers, and other school staff
members) have conducted studies that
have substantially increased
understanding how to effectively teach
children and adolescents with
intellectual disability (ID) to read. This
research focus has been fueled by
increased societal expectations for
individuals with ID, advocacy efforts,
and legislative priorities (e.g.,
strengthened accountability standards).
Findings from this body of work
indicate that children and adolescents
with ID can obtain higher levels of
reading achievement than previously
anticipated (Allor, Mathes, Roberts,
Cheatham, & Al Otaiba, 2014). Recent
research also suggests that the historic
focus on functional reading (e.g., signs,
restaurant words) for this population of
learners is likely too limited of a focus
for many (Browder et al., 2009).
Research outcomes suggest that
integrating components of traditional
reading instruction (e.g., phonics,
phonemic awareness) into programs
for students with ID will lead to
increases in independent reading skills
for many (Allor, Al Otaiba, Ortiz, &
Folsom, 2014). These increased reading
abilities are likely to lead to greater
postsecondary outcomes, including
employment, independence, and
quality of life. Unfortunately, many
teachers remain unsure of how to best
design and deliver reading intervention
for students with ID.
We offer a set of 10 research-based
tips for special education teachers,
general education teachers, and other
members of IEP teams to consider when
planning literacy instruction for students
with ID in order to maximize student
outcomes. For each tip, we describe our
rationale for the recommendation and
provide implementation guidance. Our
Literacy Instruction and Support
Planning Tool can be used by team
members to organize information to
guide planning. Our aim is to provide
educators and IEP team members with a
framework for reflecting on current
reading practices in order to make
research-based adjustments that are
likely to improve student outcomes.
The Conceptual Model of Literacy
Browder and colleagues (2009) proposed
a conceptual model for early literacy
instruction for students with severe
developmental disabilities. We believe
their framework provides guidance for
designing and delivering literacy
instruction for all students wit.
10 Strategic Points for the Prospectus, Proposal, and Direct Pract.docxchristiandean12115
10 Strategic Points for the Prospectus, Proposal, and Direct Practice Improvement Project
Week Two Assignment Instructions DNP 820
Please read the instructions thoroughly
Tutor MUST have a good command of the English language
The Rubric must be followed, and all the requirements met
This is a thorough professor, and she has strict requirements
I have attached the PICOT and the first 10 points (DNP 815) assignment. This is a continuation of that assignment. Please read the attachments
The following needs to be addressed:
Please note the followings: The introduction and the literature review are complete and thorough. The problem statement is written clearly PICOT is clear and very good Sample:
· How will you determine the sample size?
· What are the inclusion/exclusion criteria of the subjects? Methodology: Why is the selected methodology is appropriate? Please justify!
· Data collection approach needs to be clear. How will you collect your data? What is needed here is to describe the process of collecting data form signing the informed consent until completing the measuring.
· Data analysis-What test will you use to answer your research question?
Clinical/PICOT Questions:
“In adult patients with CVC at a Clear Lake Regional Medical Center, does interventional staff education about hub hygiene provided to RN’s who access the CVC impact CLABSI rates compared to standard care over a one-month period?”
P: Patients with Central Venous Catheters
I: Staff re-education related to Hygiene of the hub
C: Other hospitals
O: Reduce probability of CLABSIs
T: Two months
“In Patients > 65 years of age with central line catheters at a Clear Lake Regional Medical Center, how does staff training of key personnel and reinforcement of central line catheter hub hygiene after its insertion, along with the apt cleansing of the insertion site, before every approach compared with other area hospitals, reduce the incidence of CLABSIs (Central Line Associated Blood-stream Infections) over a one-month period?”
P: Patients > 65 years of age with a Central line
I: Staff training and reinforcement of Central Catheter, Hub Hygiene
C: Other area hospitals
O: Reduce probability of CLABSIs
“In adult patients, with define CVC (CVC), does interventional staff education about hub hygiene provided to RN’s who access the CVC impact CLABSI rates compared to pre and post-intervention assessments
1. I used central Missouri as an example, replace with a description of your site.
2. While you might be interested in CLASBI rates as a primary variable, there are other patient outcomes that would also be important to consider
3. Ensure you can find validity and reliability measures on CLASBI rates if you cannot, we need to determine another question to help
4. How are your two comparison groups different, as they are currently stated the groups seem very much the same, could you state, standard care instead of pre and post intervention assessments?
5. One month is the longe.
10 Most Common Errors in Suicide Assessment/Intervention
Robert Neimeyer & Angela Pfeiffer
1. Avoidance of Strong Feelings – Diverting discussions away from powerful, intense
emotion and toward a more abstract or intellectualized exchange. These responses keep
interactions on a purely cognitive level and prevent exploration of the more profound
feelings of distress, which may hold the key to successful treatment. Do not retreat to
professionalism, advice-giving, or passivity when faced with intense depression, grief, or
fear.
• Do not analyze and ask why they feel that way.
• USE empathy! “With all the hurt you’ve been experiencing it must be impossible
to hold those tears in.”
• Tears and sobbing are often met with silence of tangential issues instead of
putting into words what the client is mutely expressing: “With all the pain you’re
feeling, it must be impossible to hold those tears in.”
• “I don’t think anyone really cares whether I live or die.” Helpers often shift to
discussing why/asking questions as opposed to reflecting emotional content.
2. Superficial Reassurance – trivial responses to clients’ expressions of acute distress and
hopelessness can do more harm than good. Rather than reassuring clients, these responses
risk alienating them and deepening their feelings of being isolated in their distress.
• Attempts to emphasize more positive or optimistic aspects of the situation: “But
you’re so young and have so much to live for!”
• Premature offering of a prepackaged meaning for the client’s difficulties: “Well
life works in mysterious ways. Maybe this is life’s way of challenging you.”
• Directly contradicting the client’s protest of anguish: “Things can’t be all that
bad.”
3. Professionalism – Insulating or protecting by distancing and detaching from the brutal,
exhausting realities of clients’ lives by seeking refuge in the comfortable boundaries of role
definition. The exaggerated air of objectivity/disinterest implies a hierarchical relationship,
which may disempower the client. Although intended to put a person at ease, this can come
across as disinterest or hierarchical. Empathy is a more facilitative response.
• “My thoughts are so awful I could never tell anyone” is often met with, “You can
tell me. I’m a professional” as opposed to the riskier, empathic reply.
4. Inadequate Assessment of Suicidal Intent – Implicit negation of suicide threat by
responding to indirect and direct expressions of risk with avoidance or reassurance rather
than a prompt assessment of the level of intent, planning, and lethality. Most common
among physicians and master’s level counselors – due to time pressures, personal theories
or discomfort with intense feelings.
• What they’ve been thinking, For how long, Specific plans/means, Previous
attempts
1
• “There’s nowhere left to turn” and “I’d be better off dead” should be met with
“You sound so miserable. Are y.
10 ELEMENTS OF LITERATURE (FROM A TO Z) 1 PLOT (seri.docxchristiandean12115
10 ELEMENTS OF LITERATURE (FROM A TO Z)
1 PLOT (series of events which make-up a story)
A 5-POINT PLOT SEQUENCE:
Exposition: initial part of a story where readers are exposed to setting and characters.
Situation: event in the story which kicks the action forward and begs for an outcome.
Complication: difficulties faced by characters as they experience internal and external conflicts.
Climax: watershed moment when it becomes apparent that major conflicts will be resolved.
Resolution: (Denouement): tying up of the loose ends of the story.
B SUB-PLOTS: PLOTS BENEATH AND AROUND THE MAJOR PLOT.
Foreshadowing: hints and clues of plot.
Flashback: portion of a plot when a character relives a past experience.
Frame story: plot which begins in the present, quickly goes to the past for story, then returns.
Episodic plot: a large plot sequence that is made up of a series of minor plot sequences.
Plausibility: likelihood that certain events within a plot can occur.
Soap Opera: multiple stories told along the sequence and spaced to sustain continual interest.
2 POINT OF VIEW (eyes through which a story is told)
C First Person major (participant major): narrator is the major character in the story.
First Person minor (participant minor): narrator is a minor character in the story.
Third Person omniscient (non-participant omniscient): narrator is outside the story and capable of
seeing into the heart, mind and motivations of all characters.
Third Person limited (non-participant limited): narrator is outside the story and capable of seeing, at
most, into the heart, mind, and motivations of one character. Narrator is
objective if not omniscient.
3 SETTING (time and place of a story, both physical and psychological)
D Physical (external) Setting: the time and place of a story, general and specific.
Psychological (internal) Setting: mood, tone, and temper of story.
E Major Tempers: Romanticism: man is free to choose against moral, spiritual backdrops. If you make
good decisions, you will be rewarded. There is a God that is in control
Existentialism: man is free to choose absent backdrops other than his own. If he feels it is right, then it is
right.
Naturalism: man is largely trapped, a cog in the impersonal machinery. He has no real way of
changing his circumstances.
Realism: eclectic view, but leaning toward the naturalistic position. Sometimes good things happen to
bad people, and sometimes bad things happen to good people. That is just the way it is.
F Other Tempers: Classicism: Man is free, but appears to be trapped due to conflicting codes.
Transcendentalism: Offshoot of romanticism, nature is a window to divine.
Nihilism: Fallout of either extreme existentialism or naturalism. Life is horrible and painful. It
lacks meaning.
4 CONFLICT (nature of the problems faced)
G Four Universal Conflicts: Person versus self
Pe.
10 ers. Although one can learn definitions favor- able to .docxchristiandean12115
10
ers. Although one can learn definitions favor-
able to crime from law-abiding individuals,
one is most likely to learn such definitions
fiom delinquent friends or criminal family
A Theory of sociation members. with These delinquent studies typically others find is the that best as-
Differential predictor of crime, and that these delinquent others partly influence crime by leading the
individual to adopt beliefs conducive to
Association crime (see Agnew, 2000; Akers, 1998; Akers and Sellers, 2004; Waw, 2001 for summaries
of such studies).
Sutherland 's theory has also inspired
Edwin H. Sutherland dnd much additional theorizing in criminology.
Theorists have attempted to better describe
Donald R. Cressey the nature ofthose definitions favorable to vi-
olation of the law (see the next selection in
Chapter 11 by Sykes and Matza). They have
Before Sutherland developed his theory, attempted to better describe the processes by
crime was usually explained in t e r n ofmul- which we learn criminal behavior from oth-
tiple factors-like social class, broken homes, ers (see the description o f social learning the-
age, race, urban or rural location, and mental ory by Akers in Chapter 12). And they have
disorder. Sutherland developed his theory of drawn on Sutherland in an effort to explain
differential association in an effort to explain group differences in crime rates (see the Wolf-
why these various factors were related to gang and Ferracuti and Anderson selections
crime. In doing so, he hoped to organize and in this part). Sutherland's theory o f differen-
integrate the research on crime u p to that tial association, then, is one of the enduring
point, as well as to guide future research. classics in criminology (for excellent discus-
Sutherlandk theory is stated in the f o m o f sions ofthe current state o f differential asso-
nine propositions. He argues that criminal ciation theory, see Matsueda, 1988, and Waw,
behavior is learned by interacting with oth- 2001).
ers, especially intimate others. Criminals
learn both the techniques of committing
crime and the definitions favorable to crime References
from these others. The s k t h proposition> Agnew Robe*. '2000. "Sources of Mminality:
which f o r n the heart of the theory, states Strain and Subcultural Theories." In Joseph F.
that 'h person becomes delinquent because of Sheley (ed.), Criminology: A Contemporary ,
an excess of definitions favorable to law vio- Handbook, 3rd edition, pp. 349-371. Belmont,
lation over definitions unfavorable to viola- CA: Wadsworth.
tion oflaw."According to Sutherland, factors Akers, Ronald L. 1998. Social Learning and So-
such as social class, race, and broken homes cia1 Structure: A General Theory of Crime and
influence crime because they affect the likeli- Deviance. Boston: Northeastern University
hood that individuals willdssociate with oth- Press.
ers who present definitions favorable to Akers, Ronal.
10 academic sources about the topic (Why is America so violent).docxchristiandean12115
10 academic sources about the topic (Why is America so violent?)
*Address all 10 academic sources in the literature review
*What have they added to the literature?
*End literature review with "What has not been addressed is.... "and with "What I'm Addressing....." (I am addressing that overpopulation is the main reason America is so violent).
*Literature review should be a minimum of 2-2 1/2 pages
Attached are my 10 academic sources.
.
10 citations are distributed in a document below. Use these 10 s.docxchristiandean12115
10 citations are distributed in a document below. Use these 10 sources to:
A. Convert each citation to proper Turabian style
footnote
format. Keep the ten entries in the order given. Number the entries 1-10.
Then
B. Convert each citation to proper Turabian style
bibliography
format. Alphabetize the entries by the author’s last name.
Submit this assignment as one document.
.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
The French Revolution Class 9 Study Material pdf free download
10 Customer Acquisition and Relationship ManagementDmitry .docx
1. 10 Customer Acquisition and Relationship Management
Dmitry Kalinovsky/iStock/Thinkstock
Patronage by loyal customers yields 65 percent of a typical
business’ volume.
—American Management Association
Learning Objectives
After reading this chapter, you should be able to do the
following:
• Identify how organizational growth is best achieved by an
HCO, and state the effect of the product life cycle
on an organization’s revenues.
• Discuss several approaches that an HCO can use to attract
new customers, or patients.
• Delineate the premises upon which customer relationship
management is based.
• Explain the advantages of database marketing, and
identify ways for an organization to use a marketing
database.
• Provide examples of how an HCO can effectively manage
real and virtual customer interactions.
2. Section 10.1Organizational Growth
Introduction
This chapter focuses on how to attract and keep patients through
understanding and meeting
their needs. The long-term success of an HCO depends on its
ability to attract new patients
and turn them into loyal customers who not only return for
needed services, but recommend
the HCO’s services to others. This is especially important
because of the nature of the life cycle
for products and services, from their introduction to their
decline. Attracting new customers
and keeping existing ones involves interacting internally and
externally with patients, analyz-
ing data on current patients, and managing real and virtual
interactions with patients. Manag-
ing relationships with patients helps to ensure that patients stay
informed and feel connected
to the HCO through its internal and external customer
relationship efforts.
10.1 Organizational Growth
Most organizations have growth as a basic goal. Growth means
an increase in revenue and
a greater impact on the communities served. Growth also creates
opportunities for staff to
advance and take on new responsibilities. While many activities
can help an HCO grow, the
most important is the development of an effective marketing
plan to provide a consistent
platform for the organization’s visibility and to brand the HCO
as an attractive option for
medical services. The development of an effective marketing
plan was stressed in Chapter 8
as a basic marketing need for an HCO: that is, to inform new
3. and existing customers of the
organization’s services and to persuade them to continue using
or to try using these services.
Product/Service Life Cycles
Like people, products and services have a life cycle. The term
product life cycle refers to the
stages that a product or service goes through from the time it is
introduced until it is taken
off the market or “dies.” The stages of the product life cycle,
illustrated in Figure 10.1, usually
include the following descriptions:
• Introduction—The stage of researching, developing, and
launching the product or
service.
• Growth—The stage when revenues are increasing at a fast
rate.
• Maturity—The stage when revenues peak, and the rate of
growth slows down.
• Decline—The final stage of the life cycle, when revenues
start to decline.
For example, a pharmaceutical manufacturer introduces a new
cholesterol drug, and it is pro-
moted by sales reps and possibly promoted directly to
consumers during the product’s intro-
duction stage. As more and more physicians prescribe the drug,
sales grow at a fast pace, and
the drug enters the growth stage. As time passes, sales begin to
slow as the drug reaches the
maturity stage. Then, newer drugs are introduced, and sales of
the older drug start to decline.
In an attempt to maintain sales of the older product, the
manufacturer may decide to sell the
4. older product as an OTC drug, but at a much lower price than
when it was a prescription drug.
Of course, not all products reach the final stage and may instead
continue to stay at the matu-
rity stage for a long period of time. Regardless, attracting and
keeping new customers is critical
Section 10.1Organizational Growth
because of the nature of how products evolve from their
conception to extinction. When the
revenues produced by the product or service begin to decline, so
do profits. To boost or main-
tain revenues requires keeping existing customers, but also
attracting new ones.
Figure 10.1: Product/service life cycle
Some products stay in the maturity phase for a long time. Other
products move quickly through the cycle.
f10.01_MHA 626.ai
Introduction Growth Maturity Decline
Time
R
e
v
e
n
u
5. e
Source: Adapted from Product Life Cycle Stages at
http://productlifecyclestages.com/
Individual Adoption Stages
A critical element in attracting new customers is to understand
the stages that individual
consumers move through when adopting a new product as it
moves through the product life
cycle. These stages, shown in Table 10.1, are referred to as the
individual adoption stages.
Of course, promotional messages must be aligned with these
stages to carry the consumer
through them. In the introductory stage, promotional messages
must inform potential cus-
tomers of the offering. In the growth stage, promotional
messages must encourage potential
customers to use that specific offering, or product, rather than
competing products. At the
maturity stage of the product, customers are reminded of the
product to build repeat usage
and referrals. Thus, messages stressing the firm’s competitive
advantage must be developed
to answer consumers’ questions at a given stage in the
individual adoption process and to
reflect the nature of the product at a given time during its life
cycle.
Section 10.2Attracting New Customers
Table 10.1: Individual adoption stages and information needs
Stage in Individual Adoption Process Questions Consumers
6. Want Answered
1. Awareness: Consumer first learns of the product, ser-
vice, or organization.
Who are you?
What are you all about?
What do you do?
2. Interest: Consumer is stimulated to get more informa-
tion about the product or service.
Why would anyone use your services?
What benefits would they get?
3. Evaluation: Consumer considers whether to try the
product or service.
Why should I buy your organization’s
services?
4. Trial: Consumer tries the product or service. Will it really
deliver those claimed benefits?
Can I risk trying the service?
5. Adoption: Consumer decides to use the product or
service, becoming “your” customer or patient.
Did I make the right decision?
6. Repeat: Consumer may reevaluate his or her decision to
continue using the product or service.
Should I continue to use the same service
provider or are there better alternatives?
7. Consumers will be at various stages in their individual adoption
process of a product and will
have varying levels of knowledge and experience. Therefore, a
variety of promotional mes-
sages, conveying different types of information about the
product, service, or organization, is
usually necessary to communicate effectively to them. While
most consumers are concerned
about the benefits received from a product, some are interested
in the detailed information
that produces those benefits. Such detailed information should
be available to consumers
who request it.
Information from the marketing plan’s consumer analysis is
vital in making communications
decisions on promotional message content. The needs and
motives of consumers become the
center of such content decisions. If time and money permit,
promotional messages should be
tested before use, and measures indicative of consumer
responses to those promotional mes-
sages should be evaluated in the decision-making process to
finalize the message content.
10.2 Attracting New Customers
New customers, or patients, can be attracted to an HCO in
several different ways, some at
a relatively low cost. One source has identified four low-cost
approaches (Guerrero, 2013),
which follow:
1. Create an online presence with a website because people
search for information, and
sometimes ratings, online.
8. 2. Use social media to create a profile of your business and to
get feedback. Using
social media increases visibility and presence, and shows
potential patients you are
up-to-date.
3. Increase community involvement, which is an age-old
technique, but it works. Clubs,
churches, speaking engagements, and so forth all increase name
recognition and
awareness.
Section 10.2Attracting New Customers
4. Make it easy for patients to contact you. This can be done by
creating a link on your
website for customer contact or by using text, tweets, and email.
Some hospitals have started using animated videos to attract
new patients. These videos can
be linked from your website, or emails can be sent to provide
links to videos on YouTube.
This allows potential and existing patients to view the videos at
their leisure and provides an
interesting interface, which can serve to present useful
information (PRWeb, 2012).
Another approach for increasing patients/revenues is to offer
additional services. Dr. Clint
Long of Long Eye Clinic in Sherman, Texas is a board-certified
ophthalmologist who has added
new services to his practice to attract new patients and increase
revenues from existing
patients. The clinic offers BOTOX® Cosmetic, a proven
9. prescription medicine that is injected
into muscles to temporarily improve the look of moderate-to-
severe frown lines between the
eyebrows in patients from age 18 to 65. The clinic also offers
CO2 laser treatment for skin
rejuvenation. This treatment can help diminish brown spots and
wrinkles while firming and
toning facial skin.
L O N G V I S I O N C E N T E R : D R . C L I N T L O N G
Long Vision Center in Sherman, Texas cares about your vision.
In fact we believe that it is
very precious, and Dr. Long is here to make sure you have
superior quality eye care. Here
at Long Vision Center, we provide general eye care, medical
eye care, surgical eye care,
laser eye care, as well as Botox Cosmetic, Laser Skin Re-
surfacing, and Lasik to patients in
Sherman, Texas and the surrounding North Texas area.
Dr. Clint Long, a State of Texas Board Certified Licensed
Ophthalmologist, performs gen-
eral eye examinations for eyeglasses and contact lenses,
examinations for cataract and
cataract surgery, lens implants, corneal surgery and transplants,
diagnosis and treatment
of dry eyes, laser vision correction & surgery such as LASIK,
diagnosis, medical, laser and
surgical treatment of glaucoma and provide eye examinations
and laser treatment for dia-
betic retinopathy and treatment for age related macular
degeneration.
Source: http://www.longvisioncenter.com/ Retrieved November
13, 2013(continued)
10. While Dr. Long’s initial interest was in helping patients with
skin issues around the eyes, he
soon learned that patients also wanted the treatments for other
areas of their face. His invest-
ment in additional training and certification in those procedures
has paid off through an
expanded customer base and increased revenues (Long Vision
Center, 2013).
Patient referrals are a cost-effective way of getting new
patients. However, patient referrals,
like other aspects of a marketing plan, must be managed. This
means evaluating the pro-
cess of new-patient referrals; that is, who is referring new
patients, how is this information
being obtained and kept, and how are new patients treated by
staff and made to feel welcome
and valued.
Many doctors will actually set up an appointment for a patient
with another doctor and have
the referred doctor’s office confirm the appointment. A record
of each of these referrals
Section 10.3Customer Relationship Management
should be maintained and the referring doctor thanked for the
referral. A short note or call
can show appreciation and lead to more referrals.
The cross-selling of services within a clinic is a valuable tool
for referrals. Cross-selling means
referring patients to other doctors or services offered by the
clinic. It is important that each
11. doctor be aware of the services and qualifications of other
medical staff at the clinic and con-
tinually reminded of the need to cross-sell, because it works
both ways: I refer someone to
you, and you refer someone to me.
10.3 Customer Relationship Management
In addition to attracting new patients, HCOs must effectively
manage their existing custom-
ers to support long-term profitability. Customer relationship
management (CRM) further
analyzes a targeted segment by addressing each customer’s
potential for profitability. CRM is
based on the following four premises:
1. Customers are a key asset of the organization.
2. Customers vary in their preferences and behaviors and their
value to the
organization.
3. Understanding customer needs, preferences, and behavior can
improve a
customer’s value.
4. Relationships with customers must be managed.
While many companies have operated on the premise that the
best customers are loyal ones
and have focused on segmentation by frequency of purchase,
traditional loyalty programs
have neglected to analyze their profitability (Mason & Young,
2003). Instead of focusing on
loyalty alone, CRM goes one step further in finding ways to
measure the company’s “cost” to
maintain that customer relationship. Many companies now offer
software for CRM programs,
12. which, if implemented appropriately, can provide a competitive
edge for an organization
(Kotler, 2003). These software programs involve the use of
database marketing, which will be
discussed in the next section.
The All About Smiles dental practice in Durant, Oklahoma has
learned to use several
approaches to CRM. At All About Smiles, CRM begins with
new patients at the front desk,
where they are greeted by office staff and made to feel welcome
and appreciated. Everyone
else’s job is to ensure that customer appreciation continues
throughout the whole treatment
and payment process. The office layout is unusual for dental
practices. For example, the Egypt
room has murals of pyramids; the Jamaica room has scenes of
beaches and palm trees; and a
game room complete with PAC-MAN® entertains the younger
patients.
New patients are asked for their email addresses and mobile
phone numbers so they can
be sent reminders of their next appointment and also have an
opportunity to evaluate the
services through an online survey, which is sent to patients a
few days after their dental visit.
Email reminders are sent the day before the upcoming
appointment, and text messages are
sent the day of the appointment and two hours before the
appointment time. Patients can opt
out of both of these contact methods and request phone calls
instead, if they prefer that type
of reminder. The office manager reports that the texts sent on
the day of the appointment
have significantly reduced the number of no-shows.
13. Section 10.4Database Marketing
A L L A B O U T S M I L E S D E N T I S T R Y , D U R A
N T , O K L A H O M A
At All About Smiles Dentistry, we value our patient
relationships, making it our priority
to deliver gentle compassionate care that you deserve from a
dentist in Durant. We work
hard to make you feel at ease by providing exceptional patient
care in a relaxed, convenient
atmosphere. We strive to develop lifelong relationships with our
patients by combining the
latest dental technology with a professional and compassionate
staff. The result is a beau-
tiful, healthy smile that lasts a lifetime.
We also believe that patients should have sufficient information
to make educated deci-
sions about their oral health, treatment options and choice of
dentist in Durant. You’ll find
all of this important information on our website, including
directions to our Durant office,
service descriptions, patient forms, patient education resources
and more.
Not only are we a leading dentist in Durant, we are a full-
service practice providing for all
of your dental needs. Our services include:
• General Dentistry
• Teeth Whitening
• Crowns
• Preventive Care
14. • Periodontal Exams
• View a Complete List of our Dental Services
Should you ever need additional information about our practice,
we are always available to
answer your questions. Let us care for your entire family! We
look forward to meeting you.
Source: http://www.durantsmiles.com/ Retrieved November 13,
2013
10.4 Database Marketing
True database marketing creates customer intelligence that
contributes to the development
of profitable customer relationships. Database marketing is an
organizational process that
is customer research driven. The information base is dynamic
and evolving, preferably with
two-way dialog with the customer (Berry & Linoff, 2000). It is
a measure of the importance of
creating and maintaining a good database of market information
that Business Week devoted
the cover story of its September 5, 1994 issue to the subject of
database marketing, calling
it “one of the biggest changes in marketing since ‘new and
improved’” (Bloomberg Business-
week, 1994, para 5). Since that time, the concept of database
marketing, coupled with new
technologies, has grown to the point that a new generation of
marketing professionals has
been created. Basic information on age, gender, lifestyle,
occupation, and so forth can easily
be captured by HCOs through additions to the regular patient
forms filled out annually or by
new patients. This information must then be entered into a
software program by staff or an
15. outside marketing agency. The data can then be analyzed for
commonalities and trends.
Section 10.4Database Marketing
Advantages of Database Marketing
The new generation of database marketing professionals offer
skills in four primary areas:
(a) secondary data acquisition, including analysis of the value
of lists; (b) database-build-
ing, including the understanding of computer hardware and
software; (c) target marketing,
including maximizing database record use; and (d) one-to-one
marketing, which involves
managing and refining the targeting process to customize
contacts for every customer (Kot-
ler, 2003). The popularity of database marketing is grounded in
the belief that marketing
planning begins by understanding the customer—his or her
buying and consumption pat-
terns, location, interest, and other aspects of buying behavior
discernible from databases—
and then formulating plans that attempt to weave the firm’s
product or service into the con-
sumer’s pattern of behavior. The basic idea behind the use of
databases is this: If that is what
the consumer is doing, how can we make consumers want to do
that more often and with our
product? This approach to satisfying customers adheres to the
belief that the best indicator
of future behavior is past behavior. Thus, if American Express®
sees its card frequently used
by a cardholder to purchase works of art, then it assumes an
advertisement for artworks in
16. that cardholder’s monthly bill will generate a better response
than it would with a cardholder
who uses the card for travel in the Caribbean (and receives
advertisements for travel specials
to that region). In fact, by monitoring card members’ shopping,
travel, and eating patterns,
plus the economic and weather patterns in which they live, the
database may trigger an ad
to be sent to someone who has traveled in the past to warmer
climates during a particularly
inclement winter month, in a calculated effort to strike while
the iron is hot.
If an HCO learns that more and more patients are accessing its
website before a visit, then
ensuring that the website is up-to-date, and that links to
departments and services are all
working, is an essential part of the use of data mining, which is
discussed in the next subsec-
tion. Patient forms can simply ask about visiting the website
and any additional information
patients would like to be able to access on the website. Patients
can also be asked whether
they want to receive email or text updates of changes to the
website.
Data Collection and Manipulation
The process of data collection and manipulation, which allows
such powerful tactical market-
ing actions to occur, consists of several steps:
1. Consumer action. The process begins with the consumer
taking some form of
action—they use a coupon, fill out a warranty card, make a
purchase, enter a sweep-
stakes, place a toll-free call to request information, fill out a
17. business reply card,
order from a catalog, and so forth. This behavior is combined
with other information
in public records to identify a broad profile of each consumer in
the database.
2. Digesting the data. Sophisticated statistical techniques are
used to merge data on
the consumer into a coherent, consolidated database. Other
software allows the
marketer to “drill down” into the data to reveal patterns of
behavior for classes of
customers.
3. Profiling the ideal customer. Neural networks that “learn”
from the data are used to
identify a model consumer, that is, the common characteristics
held by the high-
volume customer. This allows the marketer to find customers or
potential customers
who share those characteristics in common with the high-
volume customer.
Section 10.4Database Marketing
4. Using the knowledge. This data can be used in many ways: to
determine who gets
which sales promotions, to develop attributes for new products
or services with a
targeted list of customers for new-product introduction
announcements, to tailor ad
messages and target them by customer groups, and so forth.
5. Sharing data with channel members. For consumer package-
18. goods marketers, it is
possible to merge the manufacturer’s database (described in
item 2 of this num-
bered list) with an individual store’s scanner data to help plan
local promotional
mailings, fine-tune shelf displays, and design store layouts
(Berry, 1994).
Modern technology has made it possible for marketers to do
extensive searches through a
large database, essentially mining the data. Data mining is the
process of sorting through the
data to find hidden patterns, potential trends, and correlations
between customers or within
a single customer’s data. Data mining is predominantly
accomplished through mathemati-
cal and statistical processes and is typically done using software
developed for this purpose
(Mason & Young, 2003). However, great care must be used in
healthcare-related data mining
because of the privacy concerns of patients and the need to
safeguard access to patients’
medical information.
While modern technology, including neural network software
and parallel processor hard-
ware, makes the use of such database marketing possible, it is
old-fashioned objectives that
drive the interest in databases. Marketers seek to know their
customers so well that they
can anticipate their needs and provide them with desired
products and services before the
customers themselves know what they want. This is relationship
marketing, which is now at
its most efficient evolutionary stage. Computer technology
allows the marketer to acquire
19. knowledge of the purchasing habits of millions of individual
customers and to weave relation-
ships with them by anticipating their needs and informing them
of need-satisfying products
specifically suited to their situation. By successfully weaving
these relationships, the mar-
keter makes it inconvenient or costly for the customer to switch
to a competitor.
Using the Data
To some degree, the marketing plans of companies actively
engaged in database marketing
are driven by the desire to maximize the use of their databases
and the technology that allows
the manipulation of those databases. In other words, the ability
to use the database in certain
ways means that those uses will become the implementation of
the marketing plan (that is,
the marketing plan conforms to fit the technology available).
This is not necessarily an inap-
propriate or backward approach to marketing, as long as
marketers do not lose sight of this
fact: The ultimate goal of any technology usage or marketing
plan objective is to identify how
an organization can gain a competitive advantage in satisfying
customer needs and wants.
Jackson and Wang (1994) have identified 15 ways to use a
marketing database. These uses of
a marketing database are described in depth in their book and
are listed as follows to illus-
trate the spectrum of possibilities for the use of databases in
data-based marketing planning:
1. Identify your best customers.
2. Develop new customers.
20. 3. Deliver a message consistent with product usage.
4. Reinforce consumer purchase decisions.
Section 10.5Managing Real and Virtual Customer Interactions
5. Cross-sell and complementary sell products.
6. Apply three-tiered communications.
7. Improve delivery of sales promotion.
8. Refine the marketing process.
9. Increase the effectiveness of distribution channel marketing.
10. Maintain equity.
11. Establish a management resource.
12. Take advantage of stealth communications.
13. Conduct customer, product, and marketing research.
14. Personalize customer service.
15. Provide program synergy and integration.
10.5 Managing Real and Virtual Customer Interactions
Patients develop a service script in each healthcare setting. A
service script is the expected
sequence of events and outcomes for that particular setting.
When the actual experience
departs from the script, the patient may be uncomfortable
(Solomon, 2013). For example,
a dental patient may expect a visit to the dentist to include
reading out-of-date magazines
in the waiting room, experiencing pain while a cavity is filled,
and hearing the high-pitched
sound of the drill. This may not be perceived as a pleasant
experience, but it is, traditionally,
the patient’s expectation.
A problem now faced by many HCOs is that patients gather
21. information from social media
outlets before contacting a healthcare provider (Kane, Fichman,
Gallaugher, & Glaser, 2009).
The information gleaned from the Internet and social media
sites determines, at least in part,
the patient’s service script. A new dental patient can search the
Internet or interact with
friends on a site such as Facebook to find a dentist who has a
big-screen TV in the waiting
room, guarantees little or no pain, and uses a quieter laser drill.
This information dramati-
cally alters the patient’s expectations of the dental appointment.
Several popular healthcare
social media sites are listed in Table 10.2.
Table 10.2: Healthcare social media sites
Website Purpose
PatientsLikeMe.com
DailyStrength.org
Allows patients to share real-world health experiences to
help themselves and other patients.
angieslist.com
healthgrades.com
RateMDs.com
All of these allow patients to rate healthcare providers.
CaringBridge.org Helps people who have significant health
problems
connect with friends and family, making the experience
easier.
22. Sermo.com Exclusively for MDs and DOs to post observations
and
questions about puzzling cases.
The following subsections will discuss the use of social media
by patients, the management
of online community relations, gaps in expected and delivered
service, and service recovery.
Section 10.5Managing Real and Virtual Customer Interactions
Social Media in Healthcare
Sixty million people in the United States read or contribute to
blogs, wikis, and/or social
networks about healthcare (Kane et al., 2009). Often, social
media is the first place patients
search for information concerning specific illnesses or
recommended healthcare providers.
This use of social media provides opportunities as well as
possible pitfalls for HCOs and indi-
vidual healthcare providers.
The opportunities offered by social media include the ability for
the HCO to communicate its
mission, vision, and products or services as well as health
education. HCOs also can use social
media to advertise and post patient testimonials. Finally, social
media can be used to manage
customer experiences by helping to create realistic service
scripts.
The biggest challenge for any organization involved in social
media is the ability to control
the conversation (Forbes Insights, 2013). Threats to a firm’s
23. reputation may be internal or
external. Internally, a disgruntled employee may post
information damaging to an organiza-
tion, such as protected health information about a patient. Even
an act of kindness may be
damaging to an organization. For example, a nurse may post a
request on Facebook for her
friends and family to keep a particular hospitalized patient in
their thoughts and prayers.
Depending on the amount of information revealed by the post,
patient confidentiality may
have been breached.
Controlling the external conversation is more difficult. Online
communities spontaneously
appear, often with different contributors taking the lead.
Further, as patients, the participants
are free to discuss personal medical information without
violating privacy law (Kane et al.,
2009). This allows the participants to be very specific about
their experiences with an HCO
or a healthcare practitioner. Often, the HCO cannot respond to
such posts without violating
patient confidentiality. Nonetheless, it is imperative that HCOs
have personnel who constantly
monitor and respond to social media conversations—both
positive and negative. Elements of
a social media policy are outlined in Table 10.3.
Table 10.3: Social media policy
Develop a Formal Social Media Policy
• Activate network settings so only designated staff can
access social media.
• Define inappropriate use of social media and ramifications
for policy violations.
24. • Encourage employees to report the inappropriate use of
social media by others.
Monitor External and Internal Online Communication
• Use Google Alerts, Twitter Keyword Tool, and other tools
to monitor online communications.
• Deputize employees to augment the team’s efforts for
internal communication.
Engage Online Communities
• Create compelling social media.
• Use online community leaders, such as well-known
bloggers and journalists, to ensure that your message
is understood.
• Communicate internally—marketing to employees unifies
the organization’s message.
Act as First Responders
• React quickly to negative comments, but use a team
trained in public relations triage.
• Acknowledge legitimate criticism and mistakes.
• Respond forcefully to unfounded rumors.
• Do not engage every online community—pick and choose
those with which you want to be associated.
Section 10.5Managing Real and Virtual Customer Interactions
Managing Customer Service
In a recent survey, more than 300 chief marketing officers
(CMOs) from a broad array of indus-
tries, including healthcare, reported that customer experience
was their most important pri-
ority. Customer experience was viewed as more important than
25. new products or services,
branding, or need identification. Interestingly, pricing, as a
concern, came in last. To achieve
an outcome of excellent customer experience, CMOs believe
that marketing, strategy, finance,
information technology, and social medial need to all
collaborate. As the CMO of one pharma-
ceutical company stated, “We don’t have a silo-driven culture at
all. We are highly integrated
across sales, marketing, R&D, and finance” (Forbes Insights,
2013, p. 8).
As noted earlier in this section, social media now drives the
service script, or customer expec-
tations, of the healthcare experience. The difference between
the service expected and the
customer’s perceived service quality is known as the service
gap, and the management of
this difference is known as gap analysis (Loudon, Stevens, &
Wrenn, 2005). Management
needs to constantly monitor customer service expectations and
the customer’s perceived
service quality. Actual gaps in service need to be addressed by
the appropriate personnel.
For example, a stand-alone urgent care center may advertise a
no-waiting policy. However,
patients actually experience a 15- to 20-minute wait, and they
perceive that wait to be much
longer. In this case, the person in charge of the promotional
message can close the service gap
by advertising “short wait times.”
Frontline employees, such as admissions clerks, receptionists,
and triage nurses, are also
in a position to manage service gaps. Frontline employees, as
well as other personnel who
26. initially interact with the patient, are the first experience the
patient has with the HCO and, in
the patient’s mind, these employees represent the HCO. Thus,
part of the employee’s job is to
communicate a favorable impression of the organization to the
patient.
In addition, the frontline employee who initially engages the
patient also has valuable infor-
mation that can be used to manage patient expectations. For
example, an emergency room
admissions clerk can communicate the expected wait time to a
patient. Then, the triage nurse
can explain the steps that will be taken to care for the patient’s
illness or injury, and provide
some information about what the patient can expect the
emergency room doctor’s examina-
tion to include.
However, even in the best of organizations, service failures will
occur—those instances when
customer expectations clearly were not met. While some
patients who experience a service
failure will not complain and not return, others will complain.
How those complaints are
handled is crucial to patient retention for the HCO. Once a
service failure is identified, the
lowest-level employee possible needs to be empowered to
resolve the problem. For example,
frontline employees at The Ritz-Carlton® hotels, including desk
clerks and housekeepers,
have $2,000 dollars per year to use to satisfy customer
complaints (Kotler, Bowen, & Makens,
2014). Once the service failure has been addressed, management
needs to analyze the failure,
look for trends within the organization for that type of failure,
27. integrate information about
service failure into operational planning, and follow up with
customers or patients to support
continuing good relations (Kotler, 2003).
Interestingly, service failure can be an opportunity to strengthen
patient relationships. In one
study, customers who experienced a service failure but felt the
organization had successfully
Section 10.5Managing Real and Virtual Customer Interactions
resolved the situation were found to be more loyal than the
customers who had never expe-
rienced a service failure. This is known as the service recovery
paradox (McCollough, 2009).
Therefore, it is crucial that management constantly anticipates
and attempts to control cus-
tomer service expectations, analyzes service gaps, and has
effective policies in place for ser-
vice recovery.
Using a Marketing Agency
Given the increased use of technology and the need to find new
ways to attract and keep
patients, contracting with a marketing agency may be a solution
for an HCO as a means
to outsource many of its marketing activities. For large
organizations that have a marketing
administrator, the use of an external supplier to handle event
planning and other marketing
activities avoids the need to hire additional staff, and it may be
a more cost-effective solution
for the organization. For a smaller organization, outsourcing the
28. marketing operations of a
busy medical practice allows physicians and staff to concentrate
on serving patients and the
marketing specialist to design, update, and manage the
marketing side of the business.
Website design, patient surveys, social media, blogs, and so
forth can all be outsourced to
marketing agencies that specialize in healthcare marketing. Not
only do these agencies bring
their marketing expertise to the organization but also their
knowledge and experience with
other healthcare clients, enabling the HCO to find and use what
is new but also what is tried
and true in marketing services in its industry.
For example, DiD is a boutique healthcare communications
agency in Pennsylvania. This
agency’s Services content on its website explains that
“Healthcare marketing is about finding
the right mix of what’s new with what’s tried and true. We
excel at creating integrated cam-
paigns. Our insights and honed healthcare instincts keep us
ahead of the pack. We shorten the
distance between insight, idea, and execution. Simply put, we
don’t waste time chasing our
tails” (DiD, 2013, Services, para. 1). This agency offers a
complete line of services for health-
care marketing, including strategy (research, analytics, and
measurement); planning (brand
positioning, trends, and marketing); and creative (print, video,
digital, mobile apps, and social
media) services (DiD, 2013).
It is important for an organization to select the right marketing
agency for its marketing
29. needs. An organization needs to decide whether its primary
target market is patients or other
HCOs, and then find a marketing agency that focuses on
healthcare marketing. One source has
suggested evaluating the following criteria when selecting a
marketing agency:
1. The agency’s knowledge of legislation
2. The agency’s use of its expertise in their own business
3. The agency’s references, and how they will bill you (Fawcett,
2013)
The criteria should include an agency that the organization can
build a relationship with—an
agency that understands the organization and has the expertise
to perform tasks effectively
and efficiently. The agency should share, with the organization,
the metrics for assessing a cli-
ent’s results, which will determine how well the marketing
activities performed by the agency
for that client are working.
Summary & Resources
Website Design
In today’s digital world, it is extremely important to have an
effective website. An increasing
number of consumers are using the Internet to search for health
information and healthcare
providers. This is especially true of younger consumers. The
following list offers several sug-
gestions for creating an effective website design (Clow &
Stevens, 2009):
30. 1. Decide on the objective of the website. The objective dictates
how the website will
be designed. Possible objectives include the following:
a. E-commerce; that is, selling services over the Internet
b. Information for clients or patients
c. Means for clients or patients to contact the organization
d. Public relations communication tool
e. Advertisement of services
2. Hire a professional web designer. It will be worth the
money.
3. Make the site user-friendly. Use the language of the target
audience, not technical
jargon.
4. Use photos, which speak louder than words.
5. Create an easy-to-follow menu.
6. Include FAQ as a topic to provide ready responses for the
end user.
7. Promote benefits, not attributes.
8. Have easy-to-find contact information.
9. Keep the site simple so that it will load quickly. If videos
and lots of photos are used,
then put those on page links so the front page will not be slow
in loading.
10. Consider creating links or advertisements on other websites
that are related to the
organization or that would be a good source for referrals, such
as municipal and
local chamber of commerce websites.
11. Use a URL that is easy to remember, but connected to the
name of the organization’s
service. Do not use a strange URL that no one can remember or
31. that has nothing to
do with the organization’s professional service(s).
12. Test the website and every link on the website before it is
promoted or launched.
The technical problems that marred the launch of the federal
government website
for the Affordable Care Act’s healthcare exchange marketplace
was an embarrass-
ment to the U.S. government, and initially limited the website’s
purpose to provide
consumer access to the selection of health insurance coverage
and enrollment in a
health plan in a federally facilitated marketplace.
Summary & Resources
Chapter Summary
In this chapter, we discussed how to attract new customers to an
HCO and a private health-
care practice. Also discussed were the product life cycle and the
stages consumers go through
in choosing a product or service. Social media can be used to
attract new customers as well
as to manage customer expectations and help with customer
retention. Key to determin-
ing consumer behavior is database marketing, which is the
process of data collection and
Summary & Resources
analysis concerning consumer actions. Finally, HCOs may
handle advertising and social media
in-house or hire an outside marketing agency; there are pros and
32. cons to both approaches.
Key Points
1. Attracting new customers or patients is important for both
HCOs and healthcare
practitioners in private practice. Growth means increases in
revenues and a greater
impact on the communities served by the organization. Growth
is best achieved with
an effective marketing plan that provides a consistent platform
for the organization
to be visible and an attractive option for medical services.
2. The term product life cycle refers to the stages a product or
service goes through
from the time it is introduced until it is removed from the
market or dies. The stages
of the product life cycle are introduction, growth, maturity, and
decline. In the intro-
duction and growth stages, revenues increase quickly as there is
little competition.
As competitors enter the market, products or services advance
to the maturity stage
of the life cycle, and revenues begin to flatten. In the decline
stage, new products or
services replace old ones and revenues decrease. The goal of
marketers is to keep a
product or service in the maturity stage for as long as possible.
3. Organizations must effectively manage existing customers to
support long-term
profitability. Customer relationship management (CRM)
analyzes a targeted seg-
ment by addressing each customer’s potential for profitability.
CRM is based on four
33. premises: (a) customers are a key asset of the organization; (b)
customers vary in
their preferences and behaviors and their value to the
organization; (c) understand-
ing customer needs, preferences, and behavior can improve their
value to the orga-
nization; and, (d) relationships with customers must be
managed.
4. Database marketing creates customer intelligence, which
contributes to the develop-
ment of profitable customer relationships. With database
marketing, marketing pro-
fessionals use data collected from consumer activity to better
understand consump-
tion patterns, locations, interests, and other aspects of buying
behavior. The basic
idea behind the use of databases is this: If that is what the
consumer is doing, how
can we make them want to do that more often and with our
product? The process of
data collection consists of four steps. First, customer action is
collected (credit card
purchases, website visits, etc.). Next, the data collected from
consumers is analyzed,
using sophisticated statistical techniques. Third, neural
networks “learn” from the
data and identify the model customer. Finally, the knowledge
gleaned is used for
targeting customers with promotions and information that are
tailored to their
interests and behaviors.
5. Consumers interact with an HCO both in person, as patients
or consumers of prod-
ucts, or online through websites and social media. Often, the
34. customer’s first inter-
action with the HCO is online, and it is at this point that the
HCO is in a position to
manage customer expectations and educate patients about
products and services
offered. The biggest challenge when dealing with patients
online lies in the HCO’s
ability to control the conversation. Information posted by
people other than the
HCO’s designated employees may be misleading, false, or
defamatory.
6. Eventually, patients will interact with the HCO or healthcare
practitioner in person.
As with online interactions, healthcare employees need to
manage patient expec-
tations and educate patients about processes in which they are
about to become
involved. In any organization, there will be service failures
where patients clearly
did not receive the promised care or did not receive the care in a
timely fashion. This
Summary & Resources
difference between service expectations and actual service
delivery is known as the
service gap. HCOs need to have procedures in place to satisfy
and retain patients for
the future consumption of their products and services.
7. As previously noted, the first interaction a potential patient
has with an HCO is often
through the HCO’s website. Thus, it is extremely important for
35. an HCO to have an
effective website that is easy to navigate and provides
information helpful to the
patient. This chapter lists twelve considerations for creating an
effective website.
The two most important considerations for an HCO are deciding
on the objective of
the website (drive customers to call the HCO, educate patients,
build image, and so
forth) and hiring a professional web designer.
Key Terms
customer relationship management
(CRM) Managing relationships with existing
customers to support long-term profitability.
frontline employees Personnel at an HCO
who initially interact with a patient, such as
admissions clerks, receptionists, and triage
nurses.
healthcare social media sites Social net-
work sites that are dedicated to the display
and exchange of healthcare information.
individual adoption stages The stages that
individual consumers move through when
they are adopting a new product.
marketing agency An external supplier
that functions as an outside contractor for
its clients’ marketing activities, such as web-
site design, promotional campaigns, public
relations, etc.
service gap The difference between the
36. service expected and the customer’s per-
ceived service quality.
service script The expected sequence of
events and outcomes in a particular setting.
social media policy Guidelines set up
to develop and monitor postings in social
media of both organizational and per-
sonal data that may be detrimental to the
organization.
website design The process of developing
and maintaining an organization’s website,
including the information displayed on the
website and the links that connect to addi-
tional information or websites.
Critical Thinking Questions
1. Explain the product life cycle concept. How does the need to
attract new customers
influence promotional messages about a product during the
stages of its life cycle?
2. How would an organization go about establishing a CRM
process?
3. Why do most promotional media used by an HCO try to drive
the patient or potential
patient to that HCO’s website?
Final Project Guidelines
Throughout the semester, you have been researching a complex
problem from multiple disciplinary perspectives. The goal for
your final project is to synthesize and integrate the most
37. relevant insights in order to produce a new or more complex
understanding of your topic.
· Basic expectations of a research essay
· 8-10, double-spaced pages (not including the works cited
page)
· One-inch margins and 12 point font (e.g. Times New Roman)
· Works cited in MLA (let me know if you’re using a different
style guide)
· 1 page summary of your research essay (can be used for class
presentation)
· At least 8 sources
· Note: 5+ should be scholarly, peer-reviewed sources
· You can also include journalism or popular sources to
supplement your findings, if useful to your project
· Upload as a Word document (not a PDF or Pages)
Evaluation criteria:
· Disciplinary integration (40 points)
· Integrate insights from at least two relevant disciplines
· Use integration techniques featured in the text (e.g. add,
adjust, connect) to establish common ground (can also use
techniques from the Ardvison article)
· Relevance and use of evidence (40 points)
· All sources are carefully analyzed, evaluated, and assessed for
their quality and relevance to the topic and their appropriateness
for the assignment
· Featured sources help contextualize and inform the argument
· Evidence counter to the argument is effectively addressed
· Sources are cited appropriately (MLA or APA)
· At least five of the sources are scholarly, peer-reviewed
· Organization (25 points)
· Project is logically organized and easily followed
· Transitions, intro, and conclusion are effective and logical
· Professional format (spacing, margins, font type and size)
· Project meets length expectations (pages or runtime, e.g.)
· Clarity/professionalism (20 points)
38. · Appropriate spelling, grammar, mechanics, diction, and free of
typos
· only some of these may be relevant to your chosen format
· Class presentation (25 points)
· ~5 minute overview of your project
· You may read a paper, use a PowerPoint (or something
similar), etc.
· Respond to questions from classmates about your work
· Ask relevant questions of your peers when they present
In this research paper I want to state the problem and determine
possible solutions.
I want to state the problem or potential consequences/effects
about the lack of African
American voters followed by solutions that I believe will help
engage/promote African
Americans to vote. I also have to Incorporate an
autoethnography and two relevant disciplines
pertaining to my topic like Political Science and Sociology or
History and Political science. I have
to incorporate two disciplines by finding the similarities
between them and how it can help me
solve the problem or how it may help in determining the
problem or consequences.
In this paper my main goal is to generate potential solutions
which will encourage African
Americans to vote.
39. The scope of African American voters is too broad of a subject,
so it needs to be focused on a
smaller group of African Americans. For example, in a specific
region of the United States, a
specific state or a specific age Group in the United States etc.
**This paper should not read like a paper comprised of facts.**
Below are scattered Facts about why Voting is important in my
family to help incorporate the
autoethnography aspect of the paper
Father
My dads father was a carpenter and built stages for Malcom x
and Martin Luther king in the
1960’s which inspired him to campaign to try and get people to
vote and not be afraid of the
potential consequences that may occur. Black people were
afraid to vote due to the potential
terrorization from Caucasians. When my grandfather returned to
his car after one of his
campaigns they sprayed the word Nigger on the back of his
pick-up truck. My father learned the
importance of voting from his parents because before he was
able to vote his parents took him
to the poles where he would watch them vote . My dad learned
from his father that no matter
what anyone does to you to try and convince or scare you away
from voting ignore it and try to
look past it because the white man wants African Americans to
stay in oppression.
Mother
40. The right to vote was instilled in my mother from her parents
constantly reminding her of the
many lives that were lost for her to have the right to vote. And
how its important for her to
exercise her right to vote because my mothers grandparents did
not have the right to vote.
When my maternal grandparents went to the poles they told her
that they were voting for their
parents who did not have the right to vote.
Me
My parents taught my sisters and I that it is vitally important to
know our history because the
black vote has and continues to be suppressed. They also taught
us that the black vote is
powerful because they believe that brown people are slowly
becoming the majority and if
everybody of voting age stood up and exercised their right to
vote we would have a more equal
opportunity to succeed in society through the change of
policies. Growing up They made sure
we knew our history through the watching of old black films
and continuously taking trips to
museums about the suffrage of African Americans. When we
vote my parents tell us that it’s
more than just one individual vote. It’s a vote for our ancestors
as well. They want us to think
about voting as a way of honoring our ancestors. It’s like
standing on the shoulders of our
ancestors who fought and died for us to have the right vote.