National Association of Educational Office Professionals

1841 South Eisenhower Court Wichita KS 67277 www.naeop.org

Recruitment,

Retention and

Public Relations

Membership:

Table of Contents

COMMUNICATION .................................................................... 2

PROGRAMMING ........................................................................ 3

AWARENESS ............................................................................... 4

RECRUITMENT .......................................................................... 4

RETENTION ................................................................................ 5

RECOGNITION ........................................................................... 6

REACTIVING THE INACTIVE MEMBER .............................. 7

EIGHT TIPS FOR RETAINING MEMBERS ........................... 7

IT’S THE PERSONAL TOUCH ................................................. 8

PUBLIC RELATIONS FOR THE EDUCATIONAL OFFICE PROFESSIONAL ......................................................................... 8

PUBLIC RELATIONS IN THE EDUCATIONAL OFFICE AND EDUCATIONAL OFFICE PROFESSION ..................... 10

WAYS TO DEVELOP A PLEASING TELEPHONE PERSONALITY ......................................................................... 11

IMPROVING YOUR SCHOOL’S PUBLIC RELATIONS ..... 12

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This publication is prepared by members

of the National Association of Educational

Office Professionals to promote and

encourage professionalism in the workplace

by providing members and affiliates

with membership recruitment

and retention suggestions.

COMMUNICATION Communication is vital to membership growth and retention. Membership chairmen need to make communication their #1 goal as they guide their committee work. As long as the communication lines are kept open and communication is relevant to the members, membership will grow. Every member needs to feel they are an important part of the association—not just by paying dues, but by being informed and invited to be a part of the decision making process.

It is important that each new member is welcomed and instantly made aware of the opportunities the association has to offer. Equally important is the renewing member who needs to know they are still an essential part of the association. Never let a member feel like their membership dues are the only thing needed—everyone needs to feel needed and appreciated. The ways to communicate have grown tremendously over the years as the use of social networks, email and text messages abound. These are all viable ways to communicate to your membership; each with its own strengths and weaknesses. However, there is no substitute for personal communication—a personal note of welcome, or thanks for renewing. Just one little note in the mail can make a huge difference in the lives of our members. It can show we not only care, but we care enough to take the time to personally write them. This can easily become a responsibility of a committee member.

The single biggest problem with communication is the illusion that it has taken

place. -George Bernard Shaw

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A sample note is included but it is just that—a sample. The more personal you can make your note, the better effect it will have.

SAMPLE FOR A NEW MEMBER Dear ______, We are so excited that you have decided to join the ____________Association of Educational Office Professionals! We are a dynamic group focused on information, recognition, service and fellowship. Our next meeting will be (date, time, place)_____________and the program will feature ____________. I hope to see you there! If you would like to help with this meeting, don’t hesitate to let me know. We want to include all members in our planning and your ideas will be welcomed! Sincerely, Your name and contact information here

SAMPLE FOR A RENEWING MEMBER Dear _____________, How exciting to see your renewal membership posted! The _______________ Association of Educational Office Professionals is interested in your ideas and your needs as we plan the future activities of the association. Our next meeting is ____(date, time, place)________ and the program will feature ______________________. I hope to see you there! If you would like to help with this meeting, don’t hesitate to let me know. We want to include all members in our planning and your ideas will be welcomed! Sincerely, Your name and contact information here

PROGRAMMING

The programs offered by an association can serve as good membership recruiting tools. It is critical that your association offers meaningful workshops/classes at a time of day that does not interfere with the member’s working hours. These programs can be designed for professional or personal growth; however, occasional programs may have a fellowship goal. It is important to give members what they want. They have many options for use of their time away from work. Unless the program speaks specifically to their needs and wants, they will not attend. We must remember that time is the new currency. Everything revolves around time well spent and that is what makes our programming successful or not. There are many sources for speakers at the state and national levels; your board of directors and/or members may have speakers on several topics as well as contacts for speakers who charge nominal fees. Other sources could include your state or local administrator’s associations, credit unions, teachers – the possibilities are limitless! The National Association of Educational Office Professionals also offers a Speaker’s Bureau into which you may be able tap. Viable, current speakers are available – it just takes some ingenuity to find them. Options for meetings focused on fellowship may include dinner meetings to honor officers or administrators; fundraising activities that could fund scholarship opportunities for students and/or members. The sky is really the limit. Just remember that programming must be pertinent and well planned. Time is of the essence!

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AWARENESS It is crucial that potential members know how to join the association and why they should join. They need to know how much the dues are and where to send them. Make sure the information is available to everyone, all the time. Make use of the association website, social media, newsletters, flyers, etc., to keep membership information in front of your members and potential members. Always remember the promotion of membership is the same as selling any product. People must be aware of who the association is, what it represents, and what it can do to help them in their professional and personal lives. Salesmanship is important. A good salesman is an informed salesman. Know your association; be the kind of member who will make others want to become members. Share everything you learn, all the time. Be persistent without being a pest, push without driving away, and be pleasant and helpful at all times. A membership chairman or committee member needs to be visible at each meeting with a table equipped with membership forms, a calendar of upcoming events, and a smile. This area should be visible and convenient for all who attend and all should be encouraged to join. Always have someone prepared to issue a personal invitation to prospective members. Communication, programming, and awareness are vital to the growth of an association. The membership chairman cannot be held responsible for all – it is a task for all the members, all the time.

“THE BASIC BUILDING BLOCK OF GOOD COMMUNICATION IS THE FEELING THAT EVERY HUMAN BEING IS UNIQUE AND OF VALUE.” UNKNOWN

RECRUITMENT Recruiting new members for your association is vital to the life of the association. It is important that people are aware of your existence and that you advertise consistently. Suggestions include:

• Put your association’s name on pencils, pads, folders, and/or tote bags.

• Share your local/state/national association publications. • Share programs from meetings or special events of the

association. • Listen to what the prospective member wants and match those

responses to your association benefits. • Share handouts from workshops you attend that are sponsored

by your association. • Give your personal testimony on why you are a member of your

local/state/national association. • Always have information at hand on upcoming meetings or

events. • Always have membership forms available. • Include a membership application in every publication. • Use nametags at all meetings.

Visitors to your meetings are potential members. Be sure to introduce them to everyone and never leave them standing or sitting alone. Perhaps assign a member to each visitor to make sure they feel welcome, know where things are, and what is expected of them. Invite your visitors to ask questions and be sure to follow-up with them. You might offer them a ride to the next meeting or event – sometimes people do not like to walk into a meeting alone. Ideas for recruitment always start with an eye-catching membership brochure. Be sure your brochure includes the name

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of a contact person in case the visitor or interested person needs more information. It is important that the information on your brochure is pertinent and that there is space enough to write all you are requesting. Above all, the address of the person the membership application should be sent to must be clearly defined. The actual recruitment of a new member takes time and effort. Often you will be called upon to answer questions about the association. You need to be knowledgeable about the purpose, mission statement, and programs. Be sure to stay current on practices and procedures. Your answers may very well be the turning point to whether that person joins or not. Until they understand what the association is about, first time attendees may be reluctant to join. If they have a good experience at a workshop, a conference or an institute, they usually will not hesitate to join. However, if the experience is not what they expected, it will take more work on your part to convince them of the worthiness of membership. Remember to stay calm and be patient. Sometimes it takes one or two visits to “sell” the association. A quick search of the Internet will provide you with ideas for recruitment. Others are listed here for your convenience – many of which have been used successfully.

• Set cost of conferences/institutes/workshops for non-members higher than for members by an equal amount of the membership dues, thereby making them members at the time.

• Put a personalized note in the conference packet of those joining with their conference fees.

• Refund annual meeting registration fees to the person who recruits the most new members between two given dates.

• Offer cash awards or discounted memberships for renewing or

new members between two given dates. • Publish a cookbook as a membership incentive. As members

renew their memberships or as new members join, they receive a free cookbook OR they send in a recipe and the cookbook is sold as a fundraiser for the association.

• Hold a reception for prospective members that include professionalism and fellowship. Make it fun and informative. Most of all, keep it short!

• Present the new member with a small gift of welcome – a letter opener, a pen, etc. – all with the name of the association clearly displayed. Use your creativity for this. It doesn’t have to cost a lot but can mean a lot.

• Present gift associate memberships to administrators so they can keep informed of the association.

• Hold a sale on new memberships at your annual meeting. Everyone likes a bargain. A $5.00 discount is enough to spur people into joining.

Memberships make excellent door prizes for any event!

RETENTION Sparking enthusiasm among members and retaining their interest in and commitment to the association year after year is crucial to the health of an association. People tend to give varying reasons for not attending meetings or renewing their membership. It is up to us to be prepared to give a response for each of these reasons to maintain our membership and to grow our associations. 1. You don’t have interesting programs.

Plan interesting programs/speakers at all meetings. The program should be primary, the business secondary. Keep the

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business meeting as short as possible, and keep the programs exciting and relevant to professional or personal growth.

2. I felt alone; not a part of the group.

Make sure new people feel a part of the group; introduce new members (use name tags); hold a simple induction ceremony for each new member and present each with a small token, such as a flower, membership card, copy of the bylaws; assign one or two members as greeters and mentors for each meeting.

3 I was never offered a responsibility on a committee or asked to hold

an office. Give new members a choice of two or three committees on which to serve. If the member serves capably the first year, ask the member if he or she wishes to serve as an officer; if so, put his or her name on the ballot for an office.

4. I’m too tired after I’ve worked all day or I don’t like to give up

my weekends. A good response to this one is, “I know what you mean. It does take special effort; but we are worth that extra effort. I’ve never gone to a meeting or program yet where I didn’t learn something.” It is very true that fellowship is 75 percent of the joy of being part of an organization.

5. The meetings are too long.

Set a starting time and an ending time and stick to it!

6. I never know far enough in advance when the meetings are being held. Publicize well—newsletters, and special notices, etc. Set dates for all meetings at the beginning of the year and distribute the meeting dates to all members and all prospective members. Then send notices two weeks in advance of each meeting.

RECOGNITION Recognize members for their accomplishments. These do not have to be “headline” accomplishments. It could be for a promotion, bowling a perfect game, activity in a civic organization, etc. Each state and local organization should have its own recognition for those who have earned Professional Standards Program (PSP) certificates or the Certified Educational Office Employee (CEOE) distinction. There is no need for an elaborate ceremony, perhaps just a brief ceremony at an association meeting to present a resolution or certificate for that purpose. This is an excellent way to advertise the Professional Standards Program and promote NAEOP. Everyone will want a certificate!

An association can be a tremendous support group. Assign someone to send cards and other expressions of friendship and encouragement in times of illness, death, or hardship.

Keep a record of attendance. When a person has missed three meetings, send a note, call them, or make a personal visit. “You missed a good meeting; and we missed a good member—you!”

Send clever notices regarding the expiration of membership. Local associations should keep records of names and expiration dates for the state and national associations, as well as local memberships. This does take extra work, but it is well worth the effort in keeping the member involved in every area of professional activity.

State associations should also keep records of the local association to which a member belongs as well as the NAEOP memberships. Membership applications should have space to indicate memberships in local, state, and national associations if they exist.

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REACTIVATING THE INACTIVE MEMBER A suggestion to keep members active would be for every organization to have an official re-activator. This member’s responsibility is to contact inactive members and reactivate them. The re-activator might contact an inactive member and ask for help with a garage sale, help with a specific job requiring a limited amount of time, or ask the member to assist with a project that can be worked on at home. Of course, the re-activator would then encourage that member to come to the annual recognition luncheon or dinner so proper recognition can be given.

EIGHT TIPS FOR RETAINING MEMBERS In an August 31, 2011, SLSAE.org article, Jacinta Hannaford and Candice de Chalain provided the following tips for not-for-profit organizations.

1. REMIND MEMBERS OF THE BENEFITS. Members should constantly be reminded of the benefits of their membership year-round but particularly before they are due to renew their membership, which is usually every fiscal or calendar year. A simple way to do this is to provide a summary of the benefits members have received in the previous year and what they can look forward to in the coming year, alongside the membership renewal form.

2. KEEP YOUR PROMISES. Make sure your association lives up to its promised membership benefits; otherwise, your members will feel dissatisfied and will be unlikely to renew their membership.

3. PROVIDE VALUE BEYOND THE EXPECTED BENEFITS. Members expect benefits from your association, such as regular and relevant industry updates, discounted events, networking opportunities, and government lobbying. These are their reasons for joining; however, members stay because their interaction with your association is positive, and they believe the investment is worthwhile. This means providing additional value, including useful resources such as a newsletter or magazine.

4. CREATE A SENSE OF BELONGING TO FOSTER LOYALTY. Members who feel they are an integral part of their association’s community develop a sense of loyalty to their association. Creating a sense of community around your association can be achieved by allowing members to come together and talk to you and to each other. This can be achieved through both online platforms and face-to-face at member events. Another simple way is to provide lapel pins to all members so they can proudly display their membership with the association and feel part of a community.

5. MAKE YOUR ASSOCIATION RELEVANT. Members need to feel that their membership holds personal relevance. Associations can foster this by creating special events for special interest groups of the association, such as a ‘young professionals’ or ‘women’ group. This allows members to feel recognized and part of a personally identifiable group.

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6. STRATEGIC RENEWAL CAMPAIGNS. An annual renewal campaign is a time to remind members of the benefits of being a member. It’s also an opportunity to provide members with an incentive to renew their membership. Popular incentives include: free registration to the first networking event of the year, membership discount, free gift and exclusive benefits such as an industry whitepaper.

7. CREATE MEMBERSHIP LEVELS TO WHICH MEMBERS CAN ASPIRE. Members are more likely to remain members if they feel they will be rewarded for their commitment. This could include the prestige and privileges of a senior membership level.

8. REWARD LOYALTY. Make long-time members feel valued. This could be as simple as providing professional certificates for 10, 15, and 20 years of being a member. The certificates are likely to be framed and displayed in members’ offices or homes with a sense of pride and achievement. Alternatively you could offer awards for long-term members at your event or gala dinner.

IT’S THE PERSONAL TOUCH

The challenge and responsibility of membership belongs to every member of the association. Next to the presidency of the association, the membership responsibilities are the most time-consuming and the most important. An association with a continuous dwindling membership will not exist for long. One clue is given in an article in the summer 1985 issue of Elected Leader – “It’s the personal touch that makes the difference.”

1. Provide new members with identifying ribbons attached to their nametags at meetings.

2. Welcome each new member with a personal letter from the president and a packet of information about the association.

3. Leaders of the association should host a reception for new

members at conferences.

4. Recognize long-standing members with longevity certificates—much like corporate service awards.

PUBLIC RELATIONS FOR THE EDUCATIONAL OFFICE PROFESSIONAL What is Public Relations? Good public relations is the art of creating a better understanding which breeds greater public confidence and good will for any individual or group. The people you deal with every day in your job represent the public. They are the public your administrator/supervisor deals with and you are your administrator’s/supervisor’s public relations representative. Good public relations will make more friends, avoid more misunderstandings, eliminate more criticism, secure more support, build better morale, maintain higher performance, and make the daily job more pleasant. The impression many people have of your administrator/supervisor is through their initial and sometimes continuing contact with you.

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How Do You Develop Good Public Relations Skills? The answer is simple. You earn good public relations by working at it. Four simple ways are:

1. Never, never forget the “thank you.” It’s the magic of the “thank you” that keeps the door open for a return call. Say it as many times and in as many ways as you can. “Thank you” is the cornerstone of any public relations program.

2. Watch your telephone manners. Remember, people may never see or meet you or your administrator/supervisor, but over the telephone they hear and, too often, they get an impression of what you or your administrator/supervisor must be like.

3. Be respectful of all job classifications. Their job classification may be lower than yours, but they are members of the team. A co-worker may hold the key to the success of a given project.

4. Make sure your administrator/supervisor shares his/her appointment schedule with you—especially when out of the office. Nothing irritates a visitor or a caller more than to have an educational office professional who does not know the administrator’s/supervisor’s whereabouts, expected return time, or where to reach the administrator/supervisor if necessary.

5. Be nice to everyone, even when they don’t deserve it. Work at developing your public relations skills, a little each day, until a matter of course becomes a matter of habit. Remember, public relations for the office professional means being a good representative for your administrator/supervisor and educational institution.

Public Relations Self-Evaluation Public relations plays an important role in the lives of the school administrators/supervisors and office professional. Public relations is the art of getting along with other people.

1. How does your attitude toward yourself affect your public relations?

2. How does your attitude toward others affect your public relations?

3. Are your really interested in others and their problems? 4. Are you willing to listen and to learn from others? 5. Do you understand the importance of teamwork and of working

together for a goal, of helping and to criticizing? 6. Do you understand others’ points of view, how and why they

feel, think, look, and act as they do? 7. Have you the desire to learn and to help others? 8. Do you express enthusiasm when you talk with others? 9. Are you willing to change, experiment, try new ideas, be

flexible? 10. Do you want to grow, to do a bit more than is expected of you? 11. Have you a sense of humor so you don’t take yourself too

seriously, or think you know too much? Can you get fun out of work?

Ten Commandments of Good Public Relations 1. Speak to people. Nothing is as nice as a cheerful word or

greeting. 2. Smile at people. It takes 72 muscles to frown, only 2 to smile. 3. Call people by name. The sweetest music to a person’s ear is

the sound of their own name. 4. Be friendly and helpful. If you want to have friends, be friendly. 5. Be cordial. Speak and act as if everything you do is a real

pleasure. 6. Be genuinely interested in people. You can like almost

everyone, if you try. 7. Be generous with praise—cautious with criticism. 8. Be considerate of the feelings of others. There are usually three

sides to a controversy: yours, the other person’s, and the right one.

9. Be alert to give service. What counts most in life is what we do for others.

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10. Add to the above a good sense of humor, a big dose of patience, and a dash of humility and you will be rewarded many times over.

Educational Office-Community Relations IQ Quiz 1. How do you answer the phone? 2. How do you communicate with visitors in the hallways? 3. What kind of directional help is there in your building? 4. How are the visitors greeted at the office counter? 5. What do you do to welcome new students and their parents or

visitors during that important first contact? 6. How do you report a student’s positive progress? 7. How do you report bad news to parents? 8. How do you explain the mission of your educational facility? 9. How do you involve people from the community in the regular

life of your work-place community? Hands united in a common effort-the education of all children-remind us that we have more commonalities than we have differences. To recognize and accept this fact enables us to work together to achieve a common goal.

PUBLIC RELATIONS IN THE EDUCATIONAL OFFICE AND THE EDUCATIONAL OFFICE PROFESSION The Human Touch Public relations programs can be more effective if there is human touch. Although a comprehensive public relations program can be most sophisticated, it can also be cold and lifeless without a certain amount of human involvement. Face-to-face, person-to-person contact is the most effective method of communicating.

Listening Skills Education personnel can improve their listening skills; staff members must be willing to hear people out. Everyone is eager to present their problems to others. Employees should develop the ability to listen with interest and understanding because what people are relaying in conversation is of great concern to them. The staff member who dominates a one-to-one dialogue or a group conference may not allow the other participants to fully express or vent their feelings. An unheard parent may be frustrated and embittered.

Communicating with the Public Staff members must never become caustic or arrogant when working with parents. Citizens are the stakeholders of the organization. They are also the customers the school must serve. Staff members must guard against being drawn into arguments or heated discussions with parents.

Responding to Parent Criticism The ability to field public criticism with poise and diplomacy is an art. When a parent makes a complaint, it is wrong for school staff members to become defensive, justify the school’s position, cut the parent off, or classify the parent as a maverick. The public relations oriented staff member patiently and courteously hears a parent’s criticism and either makes corrections based upon the complaint or explains the school or school system’s position. Frequently, this request has to be passed on to another individual to handle. Be sure to explain why this is happening afterwards to make sure a response was given.

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A comprehensive study of each parent’s complaint is very time consuming. The investment of additional time and energy to study parent’s complaints, however, can pay tremendous dividends. An arrogant rebuff of a disgruntled parent can produce waves of negative public relations in a community. Dissatisfied and angry parents can destroy school support. Questioning parents are as sincere about their positions as the staff members are of theirs. The parents deserve respect, patience, and an explanation of the school’s position. Remember, to the public YOU are the school district, YOUR attitude and response to a public need, may be the one which is remembered! Be positive, caring, and confident.

WAYS TO DEVELOP A PLEASING TELEPHONE PERSONALITY When receiving a telephone call, answer promptly. Identify yourself and your school or department. Example: “This is Miss Jones.” “East Side School, Miss Jones speaking.” “This is Mr. Brown’s office, Miss Jones speaking.” Speak distinctly and pleasantly. A friendly voice makes friends. You will find your callers will like you and will call again. Explain the waiting period. If you must leave your desk to get information, tell your caller how long you will be gone and offer to call back. If the caller wishes to wait, get his/her attention when you return, and then give the information requested. Screen calls tactfully. A polite way of asking who is calling is, “May I ask who is calling?” or “May I tell Mr. Brown who is calling?”

Know where your administrator/supervisor is. If your administrator/supervisor is out of town, make sure you know the expected time of return or where he/she can be reached in an emergency. Take messages willingly. Note the name of the caller, the telephone number, time, and whether the caller wants a return call. Repeat the information to make sure it is correct. Deliver the message promptly. Transfer calls only when you definitely know the correct person or number to which the call should be transferred. When placing a call, be sure of the number. Wrong numbers can be embarrassing. If you’re in doubt, you will find it pays to look up the number before calling. Allow enough time. After you dial a number, give the person you are calling at least a minute to reach the telephone. Be ready to talk when the person called answers the phone. As most calls go through without delay, this is not only courteous but also saves you time. Keep a telephone log; it’s a good reference when checking on a question. Ask if it is a convenient time to talk. You would not break into a conference in an office. This same rule of etiquette applies over the telephone. It’s a matter of courtesy to inquire of the person you call whether or not it is convenient to talk.

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Don’t raise your voice. Shouting distorts your voice over the telephone. Identify yourself immediately to the first person answering your call. Be attentive. The person to whom you are talking will appreciate your listening politely and attentively. You would not interrupt in a face-to-face conversation. The same rule applies in telephone conversations. Use your caller’s name frequently. There is no sweeter music to others than the sound of their own name. Plan an effective conversation. Get your thoughts in order before you call. Try to complete your business with one call by securing the information you want or by leaving a message. Apologize for mistakes. When you receive a wrong number, do you bang down the receiver, or do you apologize for calling by mistake? It is equally courteous to be pleasant when someone calls you by mistake. Who should end the call? Usually the person who originates the call ends the conversation. Hang up gently. Slamming the receiver may cause an unpleasant noise for your caller. It is as discourteous as slamming the door. If it is necessary to use voice mail, adjust your system to let the phone ring only two or three times before the message begins. Make certain the messages and options callers must listen to before leaving a message of their own are as clear and brief as possible. Because some people still resent being relegated to voice mail systems or answering machines, always give callers the option of speaking personally to someone immediately.

Voice mail is a wonderful tool if used properly. When leaving a message, say your name and number slowly and distinctly. Also, if the purpose of the call is to request information, use the voice mail message to make the request. This allows the recipient to gather the information and be prepared to return the call. It’s a very efficient use of technology.

IMPROVING YOUR SCHOOL’S PUBLIC RELATIONS

• Hold an annual workshop to explore the public relations role of office professionals.

• Work to emphasize the fact that office professionals are a major public relations contact for the school system/organization.

• Maintain file of public relations ideas and suggestions to which all staff members contribute.

• Exchange ideas with office professionals at other institutions.

• If the staff is large, develop a bulletin of public relations information.

• Get together for social functions and don’t outlaw talking shop.

• Establish some form of award or recognition to honor staff persons for outstanding work.

• Make an event out of personal achievements and awards involving staff persons.

• Prepare an effective staff handbook that covers the nuts and bolts procedures in your office setting.

• Develop a clear-cut policy of professionalism.

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• Attend faculty meetings, if invited. Attend board of education meetings occasionally to watch the deliberations.

• Request that administrators/supervisors explain finances, organizational plans, and school board procedures and policies.

• Make sure each person on the staff has the right materials on hand to be an effective communicator (directories, maps, schedules).

• Have a procedure to call brief meetings to solve impending problems before they get out of hand.

• Learn and keep handy information about the boundaries of the school, the functions of each department, school bus rules, safety procedures, etc.

• See that office professional events are included on the school calendar or organization’s master calendar.

• Try to have office professional workshops held during working hours.

• Develop convenient ways for administrators/supervisors and teachers to keep you informed of their schedules.

• Make sure vital information is routed to all office staff members.

• See that the office staff gets the word quickly when there is a personnel change.

• It’s the staff’s own responsibility-personally and as a team—to go out of its way to foster a good climate in which to work for the whole “school family” or “district” or “office”.

Preface The National Association of Educational Office Professionals has prepared this

publication to promote and encourage professionalism in the workplace.

Copyright National Association of Educational Office Professionals

Revised editions: 1986, 1994, 1997, 2001, 2014 All rights reserved, including the right to reproduce this book, or portions thereof in any

form except for inclusion of brief quotations in a review, without written permission from the publisher. Every attempt has been made to credit the sources of copyrighted material

used in this book. If any such acknowledgement has been inadvertently discredited, receipt of such information would be appreciated.

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