New Zealand's deceptively simple but effective program to improve public services New Zealand has long been considered at the forefront of public administration, experimenting with new ways of organizing and delivering public services. Even so, successive New Zealand governments had mixed results from using traditional public management tools to lift the performance of the public service and address persistent problems that required multi-agency action. In 2012 the government decided to try something different. As part of a reform package called Better Public Services, the government challenged the public service to organize itself around achieving just ten results that had proven resistant to previous interventions. The plan was deceptively simple: set ambitious targets and publicly report on progress every six months; hold small groups of public managers collectively responsible; use lead indicators; and learn from both success and failure. This book explores how and why the New Zealand government made progress and how the program was able to create and sustain the commitment of public servants and unleash the creativity of public entrepreneurs. The authors combine case studies based on the experience of people involved in the change, together with public management research. They explain how ambitious targets and public accountability were used as levers to overcome the bureaucratic barriers that impeded public service delivery, and how data, evidence, and innovation were used to change practice. New Zealand experimented, failed, succeeded, and learned from the experience over five years. This New Zealand experience demonstrates that interagency performance targets are a potentially powerful tool for fostering better public services and thus improving social outcomes.

Accidental harm to civilians in warfare often becomes an occasion for public outrage, from citizens of both the victimized and the victimizing nation. In this vitally important book on a topic of acute concern for anyone interested in military strategy, international security, or human rights, Alexander B. Downes reminds readers that democratic and authoritarian governments alike will sometimes deliberately kill large numbers of civilians as a matter of military strategy. What leads governments to make such a choice? Downes examines several historical cases: British counterinsurgency tactics during the Boer War, the starvation blockade used by the Allies against Germany in World War I, Axis and Allied bombing campaigns in World War II, and ethnic cleansing in the Palestine War. He concludes that governments decide to target civilian populations for two main reasons—desperation to reduce their own military casualties or avert defeat, or a desire to seize and annex enemy territory. When a state's military fortunes take a turn for the worse, he finds, civilians are more likely to be declared legitimate targets to coerce the enemy state to give up. When territorial conquest and annexation are the aims of warfare, the population of the disputed land is viewed as a threat and the aggressor state may target those civilians to remove them. Democracies historically have proven especially likely to target civilians in desperate circumstances. In Targeting Civilians in War, Downes explores several major recent conflicts, including the 1991 Persian Gulf War and the American-led invasion of Iraq in 2003. Civilian casualties occurred in each campaign, but they were not the aim of military action. In these cases, Downes maintains, the achievement of quick and decisive victories against overmatched foes allowed democracies to win without abandoning their normative beliefs by intentionally targeting civilians. Whether such "restraint" can be guaranteed in future conflicts against more powerful adversaries is, however, uncertain. During times of war, democratic societies suffer tension between norms of humane conduct and pressures to win at the lowest possible costs. The painful lesson of Targeting Civilians in War is that when these two concerns clash, the latter usually prevails.

From the author of Let's Get Digital and Amazon Decoded, this book will change how you think about marketing. Strangers to Superfans puts you in the shoes of your Ideal Readers, and forces you to view your marketing from their perspective. *Learn the five stages in the Reader Journey. *Identify where your blockages are and how to fix them. *Optimize each stage to increase conversion. *Boost sales by making the process more frictionless. *Build an army of passionate readers who do the selling for you. It's not enough to know who your Ideal Readers are, you also need to imagine how they feel when a recommendation email arrives containing your cover. You must figure out why they hesitated before clicking the Buy button. And it's crucial to determine why they liked your book enough to finish it... but not sufficiently to recommend it to their friends. The Reader Journey is a new marketing paradigm that maps out the journey your Ideal Readers take in their transformation from strangers to superfans.

The Janeway's Immunobiology CD-ROM, Immunobiology Interactive, is included with each book, and can be purchased separately. It contains animations and videos with voiceover narration, as well as the figures from the text for presentation purposes.

Victor Rios has a vibrant reputation as America s leading ethnographer of Latino youth. His personal storygoing from drug pusher (selling heroin on the streets as a teenager) to a hard worker at a mechanic shop within a matter of weeksshows how he stands in the place of the Latino youths he studies. His story underscores the degree to which delinquent urban youths can become adaptable, fluid, amenable individuals, able to shift their views of the world as well as their actions. Rios rejects the old storyline that said gangs are bad and they do bad things because they are bad people. Kids on the street, he argues, can drift between different identities, indeed, they can shift seamlessly between responsible and deviant displays within a few hours time. The key to understanding gang-associated youth lies in analysis of the way authority figures (teachers and police officers) interact with young people. The kids need caring adults who offer tangible resources. Story and characters are always front-and-center in Rios s narrative: Jorge, Mark, Wilson, and others, are boys we get to know as they negotiate day-to-day life on the streets and across institutional settings. We learn a great deal about Cholo subculture, the clothing and hairstyles, and the argot that are adopted by Latino youth in response to the forces that seek to marginalize or punish them. The crisis of a perceived epidemic of police brutality in our post-Ferguson era is a product of culture in Rios s view: contested symbols, negative interactions, and day-to-day encounters that freeze youth identities as gang-associated, and that freeze authority identities as negative shapers of youth attitudes and actions are the dynamic. Fear of young males of color leads to police misreading and dehumanizing of young black and Latino men. Rios raises our awareness of how this dynamic operates by studying his subjects whole: following young gang members into their schools, their homes, their community organizations, their detention facilities, and watching them interact with police, watching them grow up to become fathers, get jobs, get rap sheets. Get killed. This book will be a landmark contribution to the social psychology of poverty and crime."

How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. "Why This Works" sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

Powerful weapons for waging and winning the business war Most books on competitive intelligence are full of vague theoretical constructs regarding information gathering and storage. This book, on the other hand, gets right down to the nitty-gritty, with proven techniques for identifying and laying waste to a company's most serious competitors. Readers learn why going on the offensive rather than just gathering information on competitors helps increase market share and shareholder value. And they get loads of practical advice and guidance on identifying the most serious competitors, flushing out competitors' secrets, using technology to advance a competitive initiative, creating strong allies, "harvesting" competitors' employees, staging a successful counter offensive when you've been targeted, and much more. Ian Gordon (Toronto, Canada) is President of Convergence Management Consultants, a leading strategic marketing consulting firm. He is a founding member of the Society of Competitive Intelligence Professionals, President of the Association for the Advancement of Relationship Marketing, and the former head of Ernst & Young's (Toronto) strategic marketing consulting practice.