This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work;
Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.

By putting the language used in television, the radio, the internet and press, as well as that spoken by key leaders, under the spotlight, what is ultimately revealed is the existence of a 'white' language, both coded and overt.
Taking specific examples and presenting new factual evidence, John Gabriel studies the racial politics that lie behind much of the communication in the public arena. Case studies draw on contemporary political controversies and are used to explore the relationship between racialised forms of media discourse and political and economic change.

Contents:
David Archard, Martin Bell, Andrew Belsey, Noel Carroll, Ian Cram, Anthony Ellis, Bob Franklin, Gordon Graham, Richard Keeble, Matthew Kieran, Brian McNair, Mary Midgley, Rod Pilling, and Nigel Warburton

Film and video have grown to be as significant in our time as books, newspapers and magazines. Documentary film-making is fast becoming as important and useful a skill as the ability to write well. Like writing, it can be learned by anyone.
Film and video have grown to be as significant in our time as books, newspapers and magazines. Documentary film-making is fast becoming as important and useful a skill as the ability to write well. Like writing, it can be learned by anyone.
Documentary for the small screen is both for those who are new to documentary film-making but want to know how to create productions of a professional standard, as well as for those already working in the medium who wish to improve their skills by taking a closer look at the way they carry out their tasks. It is written in a logical, straightforward way, the first half taking the reader through an analysis of what documentary actually is, to constructing it through developing the story and assembling the appropriate building-blocks. In the second part, the pre-production stages of preparing proposals, costings and outlines, and researching the subject are all carefully examined, as are production planning and the shoot, followed by the post-production stages involved in editing and reviewing the completed film.
Paul Kriwaczek is an award winning documentary maker who has a wealth of experience to pass on, having worked for many years at BBC Television where he wrote, directed and produced documentary, drama, music and science programmes.
a step by step approach to documentary making - from research, script preparation and filming to team roles.
different aesthetic treatments and stylesdescribed by leading documentary makers in the field
practical examples illustrated by stills, scripts and approaches to actual productions

Fires, floods, accidents, celebrity lifestyles, heroic acts of humble people, cute acts by family pets and the weather. Television's non-news about non-events takes up an increasingly large part of contemporary broadcast journalism, but is regularly dismissed by television pundits as having no place on our screens. To its critics, this "other news" distracts our attention with trivialities and entertainment values, and undermines journalism's relationship with the workings of democracy. Yet, in spite of these protests, this "lite news" remains as entrenched and as popular as ever.;In this text, John Langer argues that television's "other news" must be recognized as equally important as "hard news" in the building of a genuinely comprehensive study of broadcast journalism. Using narrative analysis, theories of ideology, concepts from genre studies and detailed textual readings, "other news" is explored as a cultural discourse connected with story-telling, gossip, social memory, the horror film, national identity and the cult of fame. Langer's study also examines the political role played by an allegedly non-political news.

Fires, floods, accidents, celebrity lifestyles, heroic acts of humble people, cute acts by family pets and the weather. Television's non-news about non-events takes up an increasingly large part of contemporary broadcast journalism, but is regularly dismissed by television pundits as having no place on our screens. To its critics, this 'other news' distracts our attention with trivialities and entertainment values, and undermines journalism's relationship with the workings of democracy. Yet, in spite of these protests, this 'lite news' remains as entrenched and as popular as ever.
InTabloid Television, John Langer argues that television's 'other news' must be recognised as equally important as 'hard news' in the building of a genuinely comprehensive study of broadcast journalism. Using narrative analysis, theories of ideology, concepts from genre studies and detailed textual readings, 'other news' is explored as a cultural discourse connected with story-telling, gossip, social memory, the horror film, national identity and the cult of fame. Langer's study also examines the political role played by an allegedly non-political news and explores the links between this type of news and recent broadcasting trends towards 'reality television'.
Tabloid Television, Popular Journalism and the 'Other News' provides an eclectic and intriguing look at one of the most maligned areas of television news. By offering an extended and thoroughly grounded analysis of actual news stories, John Langer locates the question of representational power as one of the central concerns of the media studies agenda and offers some interesting speculation about where television news may be heading.

Radio Astronomy to Submarine Cable Systems

In the wake of the withdrawal of commercial journalism from local communities at the beginning of the 21st century, Hyperlocal Journalism critically explores the development of citizen-led community news operations. The book draws together a wide range of original research by way of case studies, interviews, and industry and policy analysis, to give a complete view of what is happening to communities as their local newspapers close or go into decline to be replaced by emerging forms of digital news provision. This study takes the United Kingdom as its focus but its findings speak to common issues found in local media systems in other Western democracies. The authors investigate who is producing hyperlocal news and why, as well as production practices, models of community and participatory journalism, and the economics of hyperlocal operations. Looking holistically at hyperlocal news, Hyperlocal Journalism paints a vivid picture of citizens creating their own news services via social media and on free blogging platforms to hold power to account, redress negative reputational geographies, and to tell everyday stories of community life. The book also raises key questions about the sustainability of such endeavours in the face of optimism from commentators and policy-makers.

The liberalization of communications markets, especially from the 1980s onward, has witnessed increased regulatory activity within but also above the national state. By examining the European case concentrating on the European Union, the most advanced example of regionalism Governing European Communications enhances understanding of the trend toward above-the-national-state regulation, its, drivers and its limitations. Analyzing in detail the origins, dynamics, and evolution of European-level communications governance in the postwar era, Michalis offers a single, comprehensive, and up-to-date account of telecommunications and television policies and regulation and their technological convergence."

Essential McLuhan brings together in one concise volume key writings by Marshall McLuhan, the hugely influential guru of the mass media. Today, in a communications environment transformed by the rapid spread of electronic media, McLuhan's insights are fresher and more applicable today than when he first announced them to a startled world in the 1960s. A whole new generation is turning to his work to understand a global village made real by the coming of the information superhighway. This comprehensive collection includes extracts from McLuhan's famous books Understanding Media and The Gutenberg Galaxy, as well as selections from his other books, articles, correspondence, interviews and published speeches. There is also a 'sourcebook' of key quotations drawn from the whole body of McLuhan's work, and a full bibliography of writings by and about McLuhan.

This unique publication deals exclusively with current media management issues. It fills a void in the current literature and provides an outlet for a growing number of media scholars and practitioners interested in the ever-changing and ever-more-complex field of media management. The "Media Management Review" was designed to appeal to working professionals who deal directly with managing the media: radio, television, cable, newspapers, magazines, new media, and advertising agencies. Written in a style that is both understandable and applicable, this annual volume is an indispensable resource filled with information on the latest media management theories and practices.

Caricatures of sixties television--called a "vast wasteland" by the FCC president in the early sixties--continue to dominate our perceptions of the era and cloud popular understanding of the relationship between pop culture and larger social forces. Opposed to these conceptions, The Revolution Wasn't Televised explores the ways in which prime-time television was centrally involved in the social conflicts of the 1960s. It was then that television became a ubiquitous element in American homes. The contributors in this volume argue that due to TV's constant presence in everyday life, it became the object of intense debates over childraising, education, racism, gender, technology, politics, violence, and Vietnam. These essays explore the minutia of TV in relation to the macro-structure of sixties politics and society, attempting to understand the struggles that took place over representation the nation's most popular communications media during the 1960s.

The recent surge in media mergers has set off a wave of stories that all hit very close to home. In some cases, the news organizations themselves become news. The formation of communication conglomerates raises profound questions for reporters' lives and work, such as: What is the best way to cover stories of high profile and complexity? Will the new giants broaden both the definition of journalism and the opportunities for journalists to practice their craft? What are the prospects for the new partnership of big news, new media, and big business? The consequences of consolidation vary by media industry. The evolution of communication technology is so fast that today's truisms can be undone tomorrow. Media Mergers provides a healthy dose of skepticism, a search for illuminating facts, and a willingness to consider all sides of the discussion. This book approaches the emergence of media giants from a variety of angles. The contributors offer many ways of understanding their scale and their significance. Media Mergers is divided into six parts: "Point/Counterpoint," "The Imperial Moment," "Captains of Communication," "States of Media," "The Consequences of Media Empires in the United States," and "The Consequences of Media Empires Around the World." Authors include: Todd Gitlin; Steven Rattner; Ken Auletta; Madeline Rogers; Danny Schechter; Barbara Maltby; and Mac Margolis. Included in this volume is a roundtable introduced by Walter Cronkite and moderated by Alex Jones. Participants are Frank A. Bennack, Jr., Neil S. Braun, P. Anthony Ridder, and Arthur Ochs Sulzberger, Jr. A review essay by Anne Wells Branscomb concludes book. She discusses various books on the subjects of media moguls, multimedia conglomerates, and media takeovers. Media Mergers is especially pertinent today, an age in which the communications industry is constantly changing, progressing, and being affected by business upheavals. It will be of interest to publishers, media specialists, and all those in communications, policy and research.

The combination of international privatization trends coupled with advancements in computer and communication technology have transformed the conduct of international business. The result has been a consolidation of players in all aspects of business, including banking, aviation, insurance, and mass media. This book discusses one such player -- the Transnational Media Corporation (TNMC).
Long remembered as a time of rapid growth and expansion for international business, the decades of the '80s and '90s were a period characterized by major mergers and acquisitions. Good examples of this include Time Inc.'s 1989 merger with Warner Communication for $11.2 billion and Walt Disney's 1996 purchase of Cap Cities/ABC for $19.5 billion. According to the late Steven Ross, former co-chief executive officer of Time-Warner, "In order to succeed in business today, you must be in all the major markets of the world." TNMCs have indeed become salient features of today's global economic landscape.
This volume asks the most basic of questions: What makes a global corporation global? And, to what extent do TNMCs affect the marketplace of ideas? This book, then, is intended for the business professional or student who is interested in understanding the business and operations of transnational media.
Part I examines the regulatory and economic reasons prompting the formation of a TNMC. It seeks to explain why such companies engage in direct foreign investment and further considers how transnational operations affect the development of new media products in terms of cost, quality, and availability. The TNMC is unique among global corporations given the fact that its primary business is the creation of information and entertainment products. This book also examines the highly complex relationship between TNMCs and the host nations in which they operate. It further considers such specific issues as cultural trespass, transborder data flow, and the effects of transnational media on the marketplace of ideas.
Part II of this volume provides a series of case study analyses of five leading TNMCs including Time-Warner Inc., Sony Inc., Bertelsmann AG, the Walt Disney Company, and News Corporation Ltd. Specific attention is given to the history, business philosophy, and economic performance of each of these companies.

This article reviews network-management problems, technologies and standards, outlining the problems and challenges of the field. It overviews the functions and architectures, of various components of network-management systems (NMSs), describing key network-management application areas.

In recent years, communication scholars have taken a renewed interest in analyzing the audience and its impact on the communication process. Similarly, news editors and producers have often turned toward a marketing orientation which seeks to give new readers and viewers what they want, or at least what they say they want. Yet, there has still been little written about just how the audience factors into the news which is produced. Seeking to fill that niche, this book argues that audience images are quite important in the construction of news, but not easily detected. That is because journalists are not principally interested in their audience; they are interested in the news.
USE THIS PARAGRAPH ONLY FOR GENERAL CATALOGS... This volume argues that although journalistic images of the audience may be "incomplete," they do exist and powerfully help shape the work of journalists in producing journalistic texts. Using a case study of news workers and news texts at two Chicago newsgathering organizations, the Chicago Tribune and WGN-TV, this book:
* examines notions of audience and how they have been treated by academicians,
* presents a detailed description of the ways in which audience is embedded within the news construction process,
* presents a very representative set of journalistic news values,
* presents differing ideas of audience at three key levels of the news organizations -- reporters and news gatherers, editors and producers, and senior editors, producers, and news directors, and
* seeks to summarize and position this study within the larger body of mass communication research.

In recent years, communication scholars have taken a renewed interest in analyzing the audience and its impact on the communication process. Similarly, news editors and producers have often turned toward a marketing orientation which seeks to give new readers and viewers what they want, or at least what they say they want. Yet, there has still been little written about just how the audience factors into the news which is produced. Seeking to fill that niche, this book argues that audience images are quite important in the construction of news, but not easily detected. That is because journalists are not principally interested in their audience; they are interested in the news.
USE THIS PARAGRAPH ONLY FOR GENERAL CATALOGS... This volume argues that although journalistic images of the audience may be "incomplete," they do exist and powerfully help shape the work of journalists in producing journalistic texts. Using a case study of news workers and news texts at two Chicago newsgathering organizations, the Chicago Tribune and WGN-TV, this book:
* examines notions of audience and how they have been treated by academicians,
* presents a detailed description of the ways in which audience is embedded within the news construction process,
* presents a very representative set of journalistic news values,
* presents differing ideas of audience at three key levels of the news organizations -- reporters and news gatherers, editors and producers, and senior editors, producers, and news directors, and
* seeks to summarize and position this study within the larger body of mass communication research.

This important volume reviews the history of the telecommunication superhighway pointing out its beginnings in the interactive TV and broadband highway of the wired cities more than two decades ago. It explains the technological uncertainties of the superhighway and many of its futuristic services, and also gives an understandable review of the technological principles behind today's modern telecommunication networks and systems.
Recognizing that technology is only one factor in shaping the future, the author, a well-recognized telecommunications expert, analyzes the financial, policy, business, and consumer issues that undermine the superhighway. The book concludes by showing that today's switched telephone network and CATV systems already form a telecommunication superhighway carrying voice, data, image, and video communication for a wide variety of services that enable us to stay in contact with anyone anywhere on our planet.
"Highway of Dreams" is written clearly with understandable explanations for nonspecialists. It challenges the technological utopia offered by the promoters of the superhighway and suggests that consumer needs, finance, corporate culture, and policy often have far greater impact on the future than technology alone.

Theoretical and empirical work examining disruptive activity within industry has previously been restricted to the free market, even if an element of ad hoc government interference has occurred. In contrast, this book makes a unique evaluation of a situation that prevails across a significant part of the industrial sector where involvement is subject to the acquisition of an operating licence. Taking telecommunications as an illustrative industry, with a particular focus on mobile telecommunications, the book focuses on the regulatory bodies that are tasked with licence issuance. New entry is usually attempted by a single company, often with existing links within the telecommunications sector, and usually within a single country. This book provides detailed accounts of both the individual countries and international operators in question, while also including a case study of CK Hutchinson which has been associated with multiple country entries. It also examines how disruptive activity is evolving from its roots in the mobile sector to encompass so-called "quad-play" which includes fixed-wire broadband and pay-TV. Disruptive Activity in a Regulated Industry: The Case of Telecommunications will appeal to postgraduate researchers and academics in the fields of economics, innovation, regulation, and governance.

Buying and Clearing Rights is the first work to consider the difficulties of rights clearances in all forms of media. It offers practical advice on how to plan, clear and pay for rights. Covering such areas as co-production and the co-financing of contracts, multimedia, text, pictures, footage, software, moral rights and production paperwork, this book will be of use to producers, directors, suppliers of creative material and distributors as well as academics and media studies students.

Involving customers in the development and production of new services becomes a powerful force across many creative industries. Customers can directly supply the firm with innovative ideas, provide skilled labour, and act as a powerful force in marketing. Firms across the world, as they seek to innovate and to better respond to market needs, begin to recognize the benefits stemming from customers' involvement in their operations. Co-creation also becomes more prevalent as customers begin to expect it from firms - seeking to influence their favourite services or products, and to have them better tailored to their needs. Nevertheless, empowering the customers and involving them in the internal affairs of a firm is both difficult and risky. Despite co-creation becoming increasingly important to firms, very few accounts of it exist and many firms fail. Therefore, to navigate those straits, and to reap the benefits of co-creation, requires knowledge and more complete understanding of socio-cultural forces underpinning it. By studying a wide array of videogames firms in the USA and Europe, this book provides a unique insight into co-creation. It builds on the existing theories to provide unified framework for understanding co-creation in creative industries and other sectors. It combines insights from the dynamics of customer communities, with firm's perspective on innovation management and organizational transformation. The book offers highly detailed insights into the industry, which is at the forefront of co-creation. Furthermore, it sheds new light on the videogames firms and their operations and is therefore ideally designed for researchers, educators, and students alike in the fields of knowledge management, innovation management, firm strategy, organization studies and creativity management.

This volume explores and interrogates the shifts and changes in both government and industry-based screen policies over the past 30 years. It covers a diverse range of film industries from different parts of the world, along with the interrelationship between different localities, policy regimes and technologies/media. Featuring in-depth case studies and interviews with practitioners and policy-makers, this book provides a timely overview of government and industry's responses to the changing landscape of the production, distribution, and consumption of screen media.

This up-to-date, accessible textbook presents a comprehensive overview of the history, present and future prospects of French media, and considers the successes and failures of the French media policy from 1945 to the present day.
Raymond Kuhn investigates the politics and economics of the press, radio and television, from the days of state intervention and monopoly provision to current trends towards deregulation and pluralism, and discusses the importance of the new media' of cable and satellite broadcasting. Kuhn explores in particular the changing inter-relationship between media and state, as ownership and indirect interference decline while the state remains a key part of the media landscape in its policy making and regulatory roles.
The Media in France is essential reading for all students of French, European and Media Studies.

This book aims to feed into the critical debates about media, power and change through the respectful inclusion of a wide variety of critical approaches and traditions. This diversity is simultaneously structured and balanced by a deeply shared set of concerns, that are mobilised to defend core societal values including social justice, equality, fairness, care for the other and humanity. Critical Perspectives on Media, Power and Change raises questions about how the omnipresent media can contribute to the materialisation of these core values, and how it sometimes works against them. Rethinking social change, mediatisation and regulations are thus significant issues - explicitly addressed in this book. In addition the authors show how the role of the critical media and communication scholar merits and requires (self-)reflection; critical voices matter, but they also face structural limitations. This book was originally published as two special issues of Javnost - The Public.

In the twenty-first century, community radio is fulfilling an increasingly important role in the world's mediascape. This book documents the ways in which community radio broadcasters and activists are using the medium in countries around the world to challenge political corruption, aid the transition to political democracy and broadcast voices that are otherwise unheard. The contributors to the volume are academics and practitioners from five continents, many with first-hand experience of community radio. Each chapter demonstrates the pivotal role that small radio stations can play in developing, sustaining and invigorating communities. The book charts campaigns for the legalisation of community radio and relates them to a theoretical context, while providing illustrations and examples from community radio stations around the world.