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Today's Topics:
1. A former cable company call center rep says: "We lie"
(Greg Williams)
2. Rabbit Ears' Find New Life in HDTV Age (George Antunes)
3. Schools Banning IPods to Beat Cheaters (George Antunes)
4. Chile Asks Google to Fix Map Gaffe (George Antunes)
5. Ashes of ?Star Trek? engineer and NASA astronaut go into
space & back (George Antunes)
6. Officials: Climate Change Harms Security (George Antunes)
----------------------------------------------------------------------
Message: 1
Date: Sat, 28 Apr 2007 01:13:55 -0400
From: Greg Williams <[EMAIL PROTECTED]>
Subject: [Medianews] A former cable company call center rep says: "We
lie"
To: medianews@twiar.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=windows-1252; format=flowed
A former cable company call center rep says: "We lie" to customers who
ask when installer will arrive
By Michael D. Sorkin
ST. LOUIS POST-DISPATCH
Friday, Apr. 27 2007
http://www.stltoday.com/stltoday/emaf.nsf/Popup?ReadForm&db=stltoday%5Cnews%5Ccolumnists.nsf&docid=BEAA311F148D4AC1862572CA001113E6
Chris Gates says she knows exactly why so many of Charter Communications'
customers are complaining of poor service.
Gates was a call center representative in Cape Girardeau handling 100 to
125
calls a day from Charter customers. Executives at Charter talk about how
service is improving, but Gates was on the front lines dealing with unhappy
customers.
"The No. 1 complaint," she says, "was why didn't the technician show up
for my
appointment?"
A simple question, you'd think. But one Gates says call center employees
can't
answer.
She says call center reps have no idea when installers are supposed to
show up,
where they are at the time, or when ? or if ? they might arrive.
"We had nothing in our system that told us anything about where Charter's
technicians were," Gates says.
So what do call center reps tell callers?
"We lie to them," Gates says. "We tell them, 'Absolutely, the technician
will
be there.' "
Customers who persist are given another Charter phone number to call, Gates
says.
Many of those customers call back to say that second number didn't work.
Gates says reps at the call center know that might happen. "The number
doesn't
work half the time," she says.
If the call center can't answer these questions, why not just transfer
customers to someone who can?
"We were not allowed to transfer calls," Gates says. "Even though we had no
training in technical support, we were supposed to answer the customers'
questions and sell them new services."
Selling new services was the highest priority, she says.
Call center reps were allowed to transfer only 7 percent of their calls.
More
than that and they were written up and disciplined, Gates says.
Reps also could be disciplined for reporting to work 30 seconds late or
returning from lunch or a break 30 seconds late. Those counted as an
"absence"
and 12 "absences" got a rep fired.
Gates earned about $720 every two weeks, before taxes and deductions.
She has
three children and says she quit after four months.
Through a spokeswoman, Stephen Trippe, the Charter vice president and
general
manager for the St. Louis area, said he was "not in a position to comment
directly on the claims of a former (call center) employee."
Trippe repeated a statement he gave for last week's column: Over the
past few
months Charter has added technicians, dispatchers and call center agents
to its
local workforce and has enhanced the training for those employees. The
company
says it now offers "two-hour service windows for appointments."
So many Charter customers complain of poor service that officials at the
Better
Business Bureau issued a consumer warning last week.
Sue Schellin, a legal secretary from south St. Louis, said Thursday that
she
waited two weeks for an appointment for Charter to install a
high-definition
receiver for her new hi-def TV.
The next day, the box didn't work.
She complained to a call center in the Philippines and was told she had
to wait
another two weeks for an appointment.
She called again, posing as a new customer, and waited only two days.
Charter came and installed a new box, but it didn't work either.
Schellin called, got the Philippines again, and was told she must wait
another
two weeks.
She asked for a supervisor, who said she had a service technician on the
other
line, but was unable to transfer the call. The technician will call
right away,
the supervisor promised.
"I wait. And wait. And wait. No call back," Schellin said.
As for Gates, how did she handle customer questions she couldn't answer?
"You want the honest answer?" Gates says. "I hung up on them. That's why I
left. I hated what I was forced to do."
To contact the BBB, call 314-645-3300 or log onto www.stlouisbbb.org.
[EMAIL PROTECTED] | 314-340-8347
--
Greg Williams
K4HSM
[EMAIL PROTECTED]
http://www.twiar.org
http://www.etskywarn.net
------------------------------
Message: 2
Date: Sat, 28 Apr 2007 16:38:38 -0500
From: George Antunes <[EMAIL PROTECTED]>
Subject: [Medianews] Rabbit Ears' Find New Life in HDTV Age
To: medianews@twiar.org
Cc: [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset=us-ascii
'Rabbit Ears' Find New Life in HDTV Age
Apr 28, 2007 4:50 PM (ET)
By JOE MILICIA
Associated Press
http://apnews.myway.com//article/20070428/D8OPR7O80.html
CLEVELAND (AP) - Buying an antenna for a high-definition television seems
as out of place as using a rotary phone to make a call. But some consumers
are spending thousands of dollars on LCD or plasma TVs and hooking them up
to $50 antennas that don't look much different from what grandpa had on top
of his black-and-white picture tube.
They're not doing it for the nostalgia.
Local TV channels, broadcast in HD over-the-air, offer superior picture
quality over the often-compressed signals sent by cable and satellite TV
companies.
And the best part? Over-the-air HD is free.
"Eighty-year-old technology is being redesigned and rejiggered to deliver
the best picture quality," said Richard Schneider, president of Antennas
Direct. "It's an interesting irony."
A few years ago, Schneider started an assembly line in his garage and sold
antennas out of the trunk of his car. Now his Eureka, Mo.-based company has
seven employees and did $1.4 million in sales last year. He expects revenue
to double in 2007.
"People thought I was nuts. They were laughing at me when I told them I was
starting an antenna company," Schneider said.
Before cable and satellite existed, people relied on antennas to receive
analog signals from local TV stations' broadcasting towers. Stations still
send out analog signals, but most now transmit HD digital signals as well.
(Congress has ordered broadcasters to shut off old-style analog TV
broadcasts by Feb. 17, 2009.)
Consumers who can get a digital signal from an antenna will get an
excellent picture, said Steve Wilson, principal analyst for consumer
electronics at ABI Research.
One major difference with a digital over-the-air signal is it doesn't get
snowy and fuzzy like the old analog signal. Instead, the picture will turn
into tiny blocks and go black.
"You either get it or you don't," said Dale Cripps, founder and
co-publisher of HDTV Magazine. "Some people can receive it with rabbit
ears, it depends where you are."
Schneider recommends indoor antennas only for customers within 25 miles of
a station's broadcast tower. An outdoor antenna will grab a signal from up
to 70 miles away as long as no mountains are in the way, he said.
The Consumer Electronics Association has a Web site that tells how far an
address is from towers and recommends what type of antenna to
use.http://www.antennaweb.org/
"When you're using an antenna to get an HD signal you will be able to
receive true broadcast-quality HD," said Megan Pollock, spokeswoman for the
group. "Some of the cable and satellite companies may choose to compress
the HD signal."
Compression involves removing some data from the digital signal. This is
done so that the providers will have enough room to send hundreds of other
channels through the same cable line or satellite transmission.
The difference in picture quality is a matter of opinion, said Robert
Mercer, spokesman for satellite provider DirecTV Inc.
"We believe the DirecTV HD signal is superior to any source, whether it's
over-the-air or from your friendly neighborhood cable company," Mercer said.
Others disagree.
Self-described TV fanatic Kevin Holtz, of suburban Cleveland, chose an
antenna because he didn't want to pay his satellite provider extra for
local broadcast channels.
Holtz, 30, can't get the signal from one local network affiliate or a
public broadcasting station but said the rest of the stations come in
clearer than they would through satellite. He uses a $60 antenna for a
40-inch Sony LCD, which retails for about $3,000.
"Over-the-air everything is perfect," Holtz said.
Another downside to using just an antenna is that only local channels are
available, meaning no ESPN, TNT, CNN or Discovery Channel. Some consumers
partner an antenna with cable or satellite service.
Many people aren't aware that they can get HD over the airwaves, Wilson
said. He estimates there are 10 million households with HDTVs and that
fewer than 2 million of them use antennas. Including homes with analog
sets, 15 million of the 110 million households in the United States use
antennas.
HD antenna prices range from $20 to $150 for indoor and outdoor versions.
The many models of available indoor antennas look more like a fleet of
spaceships than the rabbit ears of old. Brand names include Terk, Philips,
Audiovox, Jensen and Magnavox.
Those really interested in saving a buck and who have a little MacGyver in
them could make their own antenna. Steve Mezick of Portland, Ore., created
one out of cardboard and tinfoil.
"I decided to build it because the design looked exceedingly simple. I
scrounged up stuff around the house and put one together," said Mezick, a
bowling alley mechanic who repairs pin spotters.
The 30-year-old has since upgraded his original design using a wire baking
sheet, clothes hanger and wood. He mounted it to the side of his house and
gets all of his local stations.
"It works brilliantly," he said.
---
On the Net:
http://www.antennasdirect.com
=================================================
George Antunes Voice (713) 743-3923
Associate Professor Fax (713) 743-3927
Political Science Internet: antunes at uh dot edu
University of Houston
Houston, TX 77204-3011
------------------------------
Message: 3
Date: Sat, 28 Apr 2007 17:00:54 -0500
From: George Antunes <[EMAIL PROTECTED]>
Subject: [Medianews] Schools Banning IPods to Beat Cheaters
To: medianews@twiar.org
Cc: [EMAIL PROTECTED], [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset=us-ascii
Schools Banning IPods to Beat Cheaters
Apr 27, 2007 3:24 PM (ET)
By REBECCA BOONE
Associated Press
http://apnews.myway.com//article/20070427/D8OP4S981.html
MERIDIAN, Idaho (AP) - Banning baseball caps during tests was obvious -
students were writing the answers under the brim. Then, schools started
banning cell phones, realizing students could text message the answers to
each other.
Now, schools across the country are targeting digital media players as a
potential cheating device. Devices including Apple Inc. (AAPL) (AAPL) iPods
and Microsoft Corp. (MSFT) (MSFT) Zunes can be hidden under clothing, with
just an earbud and a wire snaking behind an ear and into a shirt collar to
give them away, school officials say.
"It doesn't take long to get out of the loop with teenagers," said Mountain
View High School Principal Aaron Maybon. "They come up with new and
creative ways to cheat pretty fast."
Mountain View recently enacted a ban on digital media players after school
officials realized some students were downloading formulas and other
material onto the players.
"A teacher overheard a couple of kids talking about it," said Maybon.
Shana Kemp, spokeswoman for the National Association of Secondary School
Principals, said she does not have hard statistics on the phenomenon but
said it is not unusual for schools to ban digital media players.
"I think it is becoming a national trend," she said. "We hope that each
district will have a policy in place for technology - it keeps a lot of the
problems down."
Using the devices to cheat is hardly a new phenomenon, Kemp said. However,
sometimes it takes awhile for teachers and administrators, who come from an
older generation, to catch on to the various ways the technology can be used.
Some students use iPod-compatible voice recorders to record test answers in
advance and them play them back, said 16-year-old Mountain View junior
Damir Bazdar.
Others download crib notes onto the music players and hide them in the
"lyrics" text files. Even an audio clip of the old "Schoolhouse Rock" take
on how a bill makes it through Congress can come in handy during some
American government exams.
Kelsey Nelson, a 17-year-old senior at the school, said she used to listen
to music after completing her tests - something she can no longer do since
the ban. Still, she said, the ban has not stopped some students from using
the devices.
"You can just thread the earbud up your sleeve and then hold it to your ear
like you're resting your head on your hand," Nelson said. "I think you
should still be able to use iPods. People who are going to cheat are still
going to cheat, with or without them."
Still, schools around the world are hoping bans will at least stave off
some cheaters.
Henry Jones, a teacher at San Gabriel High School in San Gabriel, Calif.,
confiscated a student's iPod during a class and found the answers to a
test, crib notes and a definition list hidden among the teen's music
selections. Schools in Seattle, Wash., have also banned the devices.
The practice is not limited to the United States: St. Mary's College, a
high school in Sault Ste. Marie, Ontario, Canada, banned cell phones and
digital medial players this year, while the University of Tasmania in
Australia prohibits iPods, electronic dictionaries, CD players and
spell-checking devices.
Conversely, Duke University in North Carolina began providing iPods to its
students three years ago as part of an experiment to see how the devices
could be used to enhance learning.
The music players proved to be invaluable for some courses, including
music, engineering and sociology classes, said Tim Dodd, executive director
of The Center for Academic Integrity at Duke. At Duke, incidents of
cheating have declined over the past 10 years, largely because the
community expects its students to have academic integrity, he said.
"Trying to fight the technology without a dialogue on values and
expectations is a losing battle," Dodd said. "I think there's kind of a
backdoor benefit here. As teachers are thinking about how technology has
corrupted, they're also thinking about ways it can be used productively."
---
On the Net:
National Association of Secondary School Principals: http://www.principals.org
Center for Academic Integrity: http://www.academicintegrity.org/
=================================================
George Antunes Voice (713) 743-3923
Associate Professor Fax (713) 743-3927
Political Science Internet: antunes at uh dot edu
University of Houston
Houston, TX 77204-3011
------------------------------
Message: 4
Date: Sat, 28 Apr 2007 17:06:44 -0500
From: George Antunes <[EMAIL PROTECTED]>
Subject: [Medianews] Chile Asks Google to Fix Map Gaffe
To: medianews@twiar.org
Cc: [EMAIL PROTECTED], [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset=us-ascii
Chile Asks Google to Fix Map Gaffe
Associated Press
Apr 28, 2007 3:16 PM (ET)
http://apnews.myway.com//article/20070428/D8OPPRQ80.html
SANTIAGO, Chile (AP) - Chile has asked Google Inc. (GOOG) to correct its
popular online mapping service that shows a southern Chilean town - named
after a national hero - as part of neighboring Argentina.
Villa O'Higgins, a town of about 400 residents near the glacier-encrusted
tip of South America, was named after Bernardo O'Higgins, a revered
commander of military forces that won Chile's independence from Spain.
Chile's Foreign Ministry said it had contacted Google, and the Mountain
View, Calif.-based search engine company said on Saturday that it was
working on the request.
"We have received the request and are working with our partners to get more
precise data for the region," Google spokeswoman Megan Quinn said. "We're
constantly working to improve the quality and accuracy of our maps. This is
an ongoing process as we receive new information from third party data
providers."
On Saturday, Google Earth still showed Villa O'Higgins in Argentina.
---
On the Net:
Google Earth: earth.google.com/
=================================================
George Antunes Voice (713) 743-3923
Associate Professor Fax (713) 743-3927
Political Science Internet: antunes at uh dot edu
University of Houston
Houston, TX 77204-3011
------------------------------
Message: 5
Date: Sat, 28 Apr 2007 17:12:47 -0500
From: George Antunes <[EMAIL PROTECTED]>
Subject: [Medianews] Ashes of ?Star Trek? engineer and NASA astronaut
go into space & back
To: medianews@twiar.org
Cc: [EMAIL PROTECTED], [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset=iso-8859-1
Real and TV spacemen get a rocket send-off
Ashes of ?Star Trek? engineer and NASA astronaut go into space and back
MSNBC staff and news service reports
Updated: 3:45 p.m. CT April 28, 2007
http://www.msnbc.msn.com/id/18368481/
UPHAM, N.M. - The cremated remains of actor James Doohan, who portrayed the
engineer Scotty on "Star Trek," and of NASA astronaut Gordon Cooper soared
briefly into space Saturday aboard a rocket.
It was the first successful launch from Spaceport America, a commercial
spaceport being developed in the southern New Mexico desert. Suzan Cooper
and Wende Doohan fired the rocket carrying small amounts of their husbands'
ashes at 8:56 a.m. MT (10:56 a.m. ET).
"Go baby, go baby," said Eric Knight of Connecticut-based UP Aerospace, the
company that staged the launch.
Since it was a suborbital flight, the rocket soon plummeted back to Earth,
coming down at the White Sands Missile Range.
"We nailed it. We stuck the landing," said Knight.
Knight told MSNBC.com that the rocket reached an altitude of 72 miles (115
kilometers), well beyond the internationally accepted 62-mile
(100-kilometer) boundary of outer space.
UP Aerospace launched the first rocket from the desert site in September,
but that Spaceloft XL rocket crashed into the desert after spiraling out of
control about nine seconds after liftoff. Company officials blamed the
failure on a faulty fin design.
Remains on ?memorial spaceflight?
More than 200 family members paid $495 to place small samples of their
relatives' ashes on the rocket. Celestis, a Houston company, contracted
with UP to send the cremated remains into space.
Charles Chafer, chief executive of Celestis, said last month that a CD with
more than 11,000 condolences and fan notes was placed on the rocket with
Doohan's remains. Doohan died in July 2005 at age 85. The remains of "Star
Trek" creator Gene Roddenberry were sent into space in 1997.
Cooper was the last astronaut to fly in the Mercury space program, orbiting
Earth 22 times during his Mercury 9 flight in 1963. That made him the first
American to sleep in space, and the last American to fly alone in space
until SpaceShipOne's private-sector astronauts did it in 2004. Cooper was
also the command pilot for Gemini 5 in 1965. He died in 2004 at the age of 77.
The samples of cremated remains from each "memorial spaceflight" client
amounted to just a few grams each, or a fraction of an ounce, enclosed in a
container roughly the size of a lipstick tube. Celestis says the tubes will
be returned to the families on keepsake plaques. Additional samples are due
to fly into orbit this autumn as a secondary payload aboard a SpaceX Falcon
1 rocket.
Southwest space race
Saturday's launch from New Mexico's fledgling spaceport ? currently a
100-by-25-foot (30-by-7.6-meter) concrete slab in a patch of desert more
than 50 miles (80 kilometers) north of Las Cruces ? keeps the facility
ahead of Amazon.com founder Jeff Bezos' space effort across the state line
in West Texas.
Bezos' Blue Origin venture has been testing prototype rockets at the
Internet billionaire's private spaceport north of Van Horn, Texas. Blue
Origin is working to develop a vertically launched suborbital spaceship for
tourist flights, with 2010 targeted for the start of commercial service.
British billionaire Richard Branson has announced plans to launch his own
suborbital space tours from Spaceport America in the 2009-2010 time frame.
URL: http://www.msnbc.msn.com/id/18368481/
=================================================
George Antunes Voice (713) 743-3923
Associate Professor Fax (713) 743-3927
Political Science Internet: antunes at uh dot edu
University of Houston
Houston, TX 77204-3011
------------------------------
Message: 6
Date: Sat, 28 Apr 2007 17:13:48 -0500
From: George Antunes <[EMAIL PROTECTED]>
Subject: [Medianews] Officials: Climate Change Harms Security
To: medianews@twiar.org
Cc: [EMAIL PROTECTED], [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset=us-ascii
Officials: Climate Change Harms Security
Apr 28, 2007 12:32 PM (ET)
By MATT CRENSON
Associated Press
http://apnews.myway.com//article/20070428/D8OPNER00.html
NEW YORK (AP) - Growing concern surrounds a new national security threat,
an insidious trend that could foster terrorism worldwide and draw our armed
forces into messy regional conflicts in Africa, Asia and Latin America.
No, it isn't nuclear proliferation. Nor is it a new brand of religious
fundamentalism.
It's global warming.
In the last few weeks, several groups - including the U.S. Congress, a
panel of retired top-ranking military officers and the U.N. Security
Council - have considered the possibility that global warming may be a
significant threat to peace and security in coming decades.
"Climate change can act as a threat multiplier for instability in some of
the most volatile regions of the world," the former military leaders warned
in a report released this month by the CNA Corporation, a nonprofit
research consultant to the federal government. "The increasing risks from
climate change should be addressed now because they will almost certainly
get worse if we delay."
Droughts, crop failures and tropical disease epidemics caused by global
warming could destabilize already fragile governments in Asia, Latin
America and especially Africa, creating the kinds of "failed states" that
harbor Al Qaeda and other terrorist groups. Sea-level rise could scatter
refugees by the millions from low-lying countries like Bangladesh and
Vietnam, putting stress on both them and their neighbors.
A day after the report's release, diplomats were discussing global warming
in a special session of the U.N. Security Council, a body more accustomed
to considering war crimes and weapons of mass destruction than carbon
dioxide levels and crop yields.
"This is an issue that threatens the peace and security of the whole
planet," said British Foreign Secretary Margaret Beckett.
But some members of the Security Council, as well as many developing
countries, objected to the discussion. They argued that global warming
would be better addressed by the General Assembly - a more democratic but
less powerful arm of the U.N.
"Climate change may have certain security implications, but generally
speaking it is in essence an issue of sustainable development," said
Chinese ambassador Liu Zhenmin.
The next day on Capitol Hill, before the inaugural hearing of a special new
House committee dedicated to global warming and energy policy, Republican
Rep. James Sensenbrenner of Wisconsin expressed similar skepticism.
"I will have many questions about why global warming has suddenly become an
issue of national defense," Sensenbrenner said. Later in the hearing he
complained that alarmism over climate change is unnecessarily frightening
America's children.
Even with all the recent dire prognostications, it's doubtful that today's
children worry about climate change the same way their parents and
grandparents did about nuclear annihilation. So is global warming a
national security issue?
It depends on how you look at it. On the one hand, global warming is not
going to invade one of America's allies or bring nuclear warheads raining
down on its major cities. But it is likely to aggravate a lot of the same
situations that are causing conflict in the world today.
The conflict in Darfur is a perfect example. Nomadic tribes in western
Sudan are attacking their sedentary neighbors partly because drought in the
region has forced them off their traditional grazing lands.
Global warming is going to cause a lot more situations like the one in
Darfur, scientists predict, many of them in some of the world's hottest
hotspots:
Parts of sub-Saharan Africa, already the poorest region in the world, could
see a 50 percent reduction in crop yields by 2020, according to a report
issued this month by the U.N. Intergovernmental Panel on Climate Change.
Decreased rainfall in Pakistan, a critical nexus in the war on terror,
could devastate that nation's cotton crops and thus its largest industry of
textile production, said Phil Clapp, president of the National
Environmental Trust.
Chinese scientists announced this week that global warming will
significantly shrink Himalayan glaciers by 2030, decreasing the flow of the
Yangtze, Ganges and Mekong rivers and threatening water supplies to some of
the world's fastest-growing economies.
Skeptics argue that such problems are primarily environmental, economic and
social, and should be dealt with as such. Perhaps they're right. But global
warming, not to mention the effort to mitigate it, promises to be so
transformative that it will touch every policy realm governments deal with.
Because global warming is caused primarily by the consumption of fossil
fuels, it's an energy issue. And because energy drives the global economy,
global warming is an economic issue as well. It's a social issue, because
it's going to affect how we live.
It's a foreign policy issue, because limiting the buildup of greenhouse
gases in the atmosphere is going to require an unprecedented level of
international cooperation.
And if you believe Al Gore, global warming is above all a moral issue. At
every stop on the global warming roadshow made famous by the documentary
"An Inconvenient Truth," Gore says we owe it to our children and to the
planet itself to do everything we can to stop global warming.
Last week Gore delivered his talk at a synagogue in Indianapolis, where he
made global warming sound very much like a national security threat and the
moral equivalent of war.
"This is our home," he said. "We will make our stand here on behalf of our
children."
=================================================
George Antunes Voice (713) 743-3923
Associate Professor Fax (713) 743-3927
Political Science Internet: antunes at uh dot edu
University of Houston
Houston, TX 77204-3011
------------------------------
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End of Medianews Digest, Vol 247, Issue 1
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