Pdf ebook: Encyclopedia of American Poetry: The Twentieth Century

Pdf download ebook Encyclopedia of American Poetry: The Twentieth Century

Summary: The Encyclopedia of American Poetry: The Twentieth Century contains over 400 entries that treat a broad range of individual poets and poems, along with man

  • Author : N.a
  • Publisher: Routledge
  • ISBN: 131776322X
  • Genre: Literary Criticism
  • Number of Pages: 866
  • Language: English
  • Views: 367
  • Downloads: 367
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Description: The Encyclopedia of American Poetry: The Twentieth Century contains over 400 entries that treat a broad range of individual poets and poems, along with many articles devoted to topics, schools, or periods of American verse in the century. Entries fall into three main categories: poet entries, which provide biographical and cultural contexts for the author's career; entries on individual works, which offer closer explication of the most resonant poems in the 20th-century canon; and topical entries, which offer analyses of a given period of literary production, school, thematically constructed category, or other verse tradition that historically has been in dialogue with the poetry of the United States.


Pdf ebook: The Laws of Human Nature

Pdf download ebook The Laws of Human Nature

Summary: From the #1 New York Times-bestselling author of The 48 Laws of Power comes the definitive new book on decoding the behavior of the people around you Rober

  • Author : Robert Greene
  • Publisher: Penguin
  • ISBN: 0698184548
  • Genre: Self-Help
  • Number of Pages: 624
  • Language: English
  • Views: 998
  • Downloads: 998
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Description: From the #1 New York Times-bestselling author of The 48 Laws of Power comes the definitive new book on decoding the behavior of the people around you Robert Greene is a master guide for millions of readers, distilling ancient wisdom and philosophy into essential texts for seekers of power, understanding and mastery. Now he turns to the most important subject of all - understanding people's drives and motivations, even when they are unconscious of them themselves. We are social animals. Our very lives depend on our relationships with people. Knowing why people do what they do is the most important tool we can possess, without which our other talents can only take us so far. Drawing from the ideas and examples of Pericles, Queen Elizabeth I, Martin Luther King Jr, and many others, Greene teaches us how to detach ourselves from our own emotions and master self-control, how to develop the empathy that leads to insight, how to look behind people's masks, and how to resist conformity to develop your singular sense of purpose. Whether at work, in relationships, or in shaping the world around you, The Laws of Human Nature offers brilliant tactics for success, self-improvement, and self-defense.


Pdf ebook: A Treatise of Human Nature

Pdf download ebook A Treatise of Human Nature

Summary: "Nothing is more usual and more natural for those, who pretend to discover anything new to the world in philosophy and the sciences, than to insinuate the

  • Author : David Hume
  • Publisher: Prabhat Prakashan
  • ISBN:
  • Genre: Fiction
  • Number of Pages: 578
  • Language: English
  • Views: 1915
  • Downloads: 1915
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Description: "Nothing is more usual and more natural for those, who pretend to discover anything new to the world in philosophy and the sciences, than to insinuate the praises of their own systems, by decrying all those, which have been advanced before them. And indeed were they content with lamenting that ignorance, which we still lie under in the most important questions, that can come before the tribunal of human reason, there are few, who have an acquaintance with the sciences, that would not readily agree with them." -Introduction


Pdf ebook: RSPB Spotlight Swifts and Swallows

Pdf download ebook RSPB Spotlight Swifts and Swallows

Summary: People all over Britain and Europe have long welcomed the arrival of swifts and swallows as a promise of summer being just around the corner. And with thei

  • Author : Mike Unwin
  • Publisher: Bloomsbury Publishing
  • ISBN: 1472950100
  • Genre: Science
  • Number of Pages: 128
  • Language: English
  • Views: 705
  • Downloads: 705
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Description: People all over Britain and Europe have long welcomed the arrival of swifts and swallows as a promise of summer being just around the corner. And with their similar long wings and dashing flight, it is perhaps understandable that we often confuse the two birds. After all, they have much in common: both feed on flying insects, both breed around buildings, and both are long-distance migrants that spend winter in Africa. But appearances can be deceptive. Swifts and swallows are completely unrelated birds that have adapted through evolution to survive in similar ways. In Spotlight: Swifts and Swallows, Mike Unwin reveals their fascinating lifestyles, explains how and why they have acquired their similarities, and ways in which we can help protect them. The Spotlight series introduces readers to the lives and behaviour of our favourite animals with eye-catching colour photography and informative expert text.


Pdf ebook: Jung and Intuition

Pdf download ebook Jung and Intuition

Summary: Jung and Intuition examines for the first time the twelve categories of intuition described in both the works of C. G. Jung and the post-Jungians. Nowhere,

  • Author : Nathalie Pilard
  • Publisher: Routledge
  • ISBN: 0429915322
  • Genre: Psychology
  • Number of Pages: 320
  • Language: English
  • Views: 560
  • Downloads: 560
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Description: Jung and Intuition examines for the first time the twelve categories of intuition described in both the works of C. G. Jung and the post-Jungians. Nowhere, other than in Jung's own work, has intuition been more fully treated. Each form of intuition is critically explained in the historical context of its appearance and located in one of the four spheres of Jung's psychology: the unconscious, the subconscious (Unterbewusste, consciousness, and Jungian and post-Jungian practice. This work brings Jung's entire psychology in all its depth from 1896 to its contemporary use into greater clarity for both professionals and lay readers. The author persuasively shows that intuition is at the heart of Jung's psychology. It is central to his concept of the archetypes as well as to his understanding of the subconscious and the active imagination. It also involves both clinical and philosophical approaches, as powerfully demonstrated by his pioneering work at the Burgholzli Klinik in Zurich.


Pdf ebook: Imagined Theatres

Pdf download ebook Imagined Theatres

Summary: Imagined Theatres collects theoretical dramas written by some of the leading scholars and artists of the contemporary stage. These dialogues, prose poems,

  • Author : Daniel Sack
  • Publisher: Taylor & Francis
  • ISBN: 1351965603
  • Genre: Drama
  • Number of Pages: 292
  • Language: English
  • Views: 1118
  • Downloads: 1118
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Description: Imagined Theatres collects theoretical dramas written by some of the leading scholars and artists of the contemporary stage. These dialogues, prose poems, and microfictions describe imaginary performance events that explore what might be possible and impossible in the theatre. Each scenario is mirrored by a brief accompanying reflection, asking what they might mean for our thinking about the theatre. These many possible worlds circle around questions that include: In what way is writing itself a performance? How do we understand the relationship between real performances that engender imaginary reflections and imaginary conceptions that form the basis for real theatrical productions? Are we not always imagining theatres when we read or even when we sit in the theatre, watching whatever event we imagine we are seeing?


Pdf ebook: How to Win Friends and Influence People

Pdf download ebook How to Win Friends and Influence People

Summary: Do you feel stuck in life, not knowing how to make it more successful? Do you wish to become more popular? Are you craving to earn more? Do you wish to exp

  • Author : Dale Carnegie
  • Publisher: Sristhi Publishers & Distributors
  • ISBN: 8194790891
  • Genre: Self-Help
  • Number of Pages: 272
  • Language: English
  • Views: 410
  • Downloads: 410
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Description: Do you feel stuck in life, not knowing how to make it more successful? Do you wish to become more popular? Are you craving to earn more? Do you wish to expand your horizon, earn new clients and win people over with your ideas? How to Win Friends and Influence People is a well-researched and comprehensive guide that will help you through these everyday problems and make success look easier. You can learn to expand your social circle, polish your skill set, find ways to put forward your thoughts more clearly, and build mental strength to counter all hurdles that you may come across on the path to success. Having helped millions of readers from the world over achieve their goals, the clearly listed techniques and principles will be the answers to all your questions.


Pdf ebook: The Blank Slate

Pdf download ebook The Blank Slate

Summary: A brilliant inquiry into the origins of human nature from the author of The Better Angels of Our Nature and Enlightenment Now. "Sweeping, erudite, sharply

  • Author : Steven Pinker
  • Publisher: Penguin
  • ISBN: 1101200324
  • Genre: Psychology
  • Number of Pages: 528
  • Language: English
  • Views: 1033
  • Downloads: 1033
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Description: A brilliant inquiry into the origins of human nature from the author of The Better Angels of Our Nature and Enlightenment Now. "Sweeping, erudite, sharply argued, and fun to read..also highly persuasive." --Time Now updated with a new afterword One of the world's leading experts on language and the mind explores the idea of human nature and its moral, emotional, and political colorings. With characteristic wit, lucidity, and insight, Pinker argues that the dogma that the mind has no innate traits-a doctrine held by many intellectuals during the past century-denies our common humanity and our individual preferences, replaces objective analyses of social problems with feel-good slogans, and distorts our understanding of politics, violence, parenting, and the arts. Injecting calm and rationality into debates that are notorious for ax-grinding and mud-slinging, Pinker shows the importance of an honest acknowledgment of human nature based on science and common sense.


Pdf ebook: Lord of the Flies

Pdf download ebook Lord of the Flies

Summary: William Golding's Lord of the Flies is a dystopian classic: 'exciting, relevant and thought-provoking' (Stephen King). When a group of schoolboys are stran

  • Author : William Golding
  • Publisher: Faber & Faber
  • ISBN: 0571267386
  • Genre: Fiction
  • Number of Pages: 176
  • Language: English
  • Views: 1903
  • Downloads: 1903
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Description: William Golding's Lord of the Flies is a dystopian classic: 'exciting, relevant and thought-provoking' (Stephen King). When a group of schoolboys are stranded on a desert island, what could go wrong? 'One of my favorite books - I read it every couple of years.' (Suzanne Collins, author of The Hunger Games) A plane crashes on a desert island. The only survivors are a group of schoolboys. By day, they discover fantastic wildlife and dazzling beaches, learning to survive; at night, they are haunted by nightmares of a primitive beast. Orphaned by society, it isn't long before their innocent childhood games devolve into a savage, murderous hunt ... 'Stands out mightily in my memory ... Such a strong statement about the human heart.' (Patricia Cornwell) 'Terrifying and haunting.' (Kingsley Amis) 'Beautifully written, tragic and provocative.' (E. M. Forster) ONE OF THE BBC'S ICONIC 'NOVELS THAT SHAPED OUR WORLD' What readers are saying: 'Every real human being should read this ... This is what we are.' 'It's brilliant, it's captivating, it's thought provoking and brutal and for some, its truly terrifying.' 'It can be read and re-read many times, and every time something new will appear.' 'There is a reason why this is studied at school ... Excellent read.' 'This is one of the few books I've read that I keep on my Kindle to read again.' 'I revisit this every few years and it's always fresh and impressive ... One of the best books I've ever read.'


Pdf ebook: The 48 Laws of Power

Pdf download ebook The 48 Laws of Power

Summary: Amoral, cunning, ruthless, and instructive, this multi-million-copy New York Times bestseller is the definitive manual for anyone interested in gaining, ob

  • Author : Robert Greene
  • Publisher: Penguin
  • ISBN: 1101042451
  • Genre: Self-Help
  • Number of Pages: 480
  • Language: English
  • Views: 613
  • Downloads: 613
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Description: Amoral, cunning, ruthless, and instructive, this multi-million-copy New York Times bestseller is the definitive manual for anyone interested in gaining, observing, or defending against ultimate control – from the author of The Laws of Human Nature. In the book that People magazine proclaimed “beguiling” and “fascinating,” Robert Greene and Joost Elffers have distilled three thousand years of the history of power into 48 essential laws by drawing from the philosophies of Machiavelli, Sun Tzu, and Carl Von Clausewitz and also from the lives of figures ranging from Henry Kissinger to P.T. Barnum. Some laws teach the need for prudence (“Law 1: Never Outshine the Master”), others teach the value of confidence (“Law 28: Enter Action with Boldness”), and many recommend absolute self-preservation (“Law 15: Crush Your Enemy Totally”). Every law, though, has one thing in common: an interest in total domination. In a bold and arresting two-color package, The 48 Laws of Power is ideal whether your aim is conquest, self-defense, or simply to understand the rules of the game.


Pdf ebook: Civilization and Its Discontents

Pdf download ebook Civilization and Its Discontents

Summary: Civilization and Its Discontents is considered Freud's most brilliant work. In it he states his views on the broad question of man's place in the world. It

  • Author : Sigmund Freud,SBP Editors
  • Publisher: Samaira Book Publishers
  • ISBN: 9387550133
  • Genre: History
  • Number of Pages: 136
  • Language: English
  • Views: 1717
  • Downloads: 1717
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Description: Civilization and Its Discontents is considered Freud's most brilliant work. In it he states his views on the broad question of man's place in the world. It has been praised, dissected, lambasted, interpreted, and reinterpreted. Originally published in 1930, it seeks to answer several questions fundamental to human society and its organization—What influences led to the creation of civilization? Why and how did it come to be? What determines civilization’s trajectory? This process, argues Freud, is an inherent quality of civilization that instills perpetual feelings of discontent in its citizens. Freud's theme is that what works for civilization doesn't necessarily work for man. Man, by nature aggressive and egotistical, seeks self-satisfaction.


Pdf ebook: Flow

Pdf download ebook Flow

Summary: THE BESTSELLING CLASSIC ON 'FLOW' – THE KEY TO UNLOCKING MEANING, CREATIVITY, PEAK PERFORMANCE, AND TRUE HAPPINESS Legendary psychologist Mihaly Csikszen

  • Author : Mihaly Csikszentmihalyi
  • Publisher: Harper Collins
  • ISBN: 0061876720
  • Genre: Psychology
  • Number of Pages: 336
  • Language: English
  • Views: 475
  • Downloads: 475
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Description: THE BESTSELLING CLASSIC ON 'FLOW' – THE KEY TO UNLOCKING MEANING, CREATIVITY, PEAK PERFORMANCE, AND TRUE HAPPINESS Legendary psychologist Mihaly Csikszentmihalyi's famous investigations of "optimal experience" have revealed that what makes an experience genuinely satisfying is a state of consciousness called flow. During flow, people typically experience deep enjoyment, creativity, and a total involvement with life. In this new edition of his groundbreaking classic work, Csikszentmihalyi ("the leading researcher into ‘flow states’" —Newsweek) demonstrates the ways this positive state can be controlled, not just left to chance. Flow: The Psychology of Optimal Experience teaches how, by ordering the information that enters our consciousness, we can discover true happiness, unlock our potential, and greatly improve the quality of our lives. "Explores a happy state of mind called flow, the feeling of complete engagement in a creative or playful activity." —Time


Pdf ebook: How to Read a Book

Pdf download ebook How to Read a Book

Summary: With half a million copies in print, How to Read a Book is the best and most successful guide to reading comprehension for the general reader, completely r

  • Author : Mortimer J. Adler,Charles Van Doren
  • Publisher: Simon and Schuster
  • ISBN: 9781439144831
  • Genre: Language Arts & Disciplines
  • Number of Pages: 426
  • Language: English
  • Views: 741
  • Downloads: 741
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Description: With half a million copies in print, How to Read a Book is the best and most successful guide to reading comprehension for the general reader, completely rewritten and updated with new material. A CNN Book of the Week: “Explains not just why we should read books, but how we should read them. It's masterfully done.” –Farheed Zakaria Originally published in 1940, this book is a rare phenomenon, a living classic that introduces and elucidates the various levels of reading and how to achieve them—from elementary reading, through systematic skimming and inspectional reading, to speed reading. Readers will learn when and how to “judge a book by its cover,” and also how to X-ray it, read critically, and extract the author’s message from the text. Also included is instruction in the different techniques that work best for reading particular genres, such as practical books, imaginative literature, plays, poetry, history, science and mathematics, philosophy and social science works. Finally, the authors offer a recommended reading list and supply reading tests you can use measure your own progress in reading skills, comprehension, and speed.


Pdf ebook: Reading the Old Testament

Pdf download ebook Reading the Old Testament

Summary: Discusses the historical background to the Old Testament, examines the writing of the individual books, and describes the impact of archeology on Bible stu

  • Author : Lawrence Boadt
  • Publisher: Paulist Press
  • ISBN: 9780809126316
  • Genre: Religion
  • Number of Pages: 569
  • Language: English
  • Views: 1975
  • Downloads: 1975
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Description: Discusses the historical background to the Old Testament, examines the writing of the individual books, and describes the impact of archeology on Bible study.


Pdf ebook: The Varieties of Religious Experience

Pdf download ebook The Varieties of Religious Experience

Summary: In The Varieties of Religious Experience: A Study in Human Nature, Dr. William James takes aim at the nature of religion from a scientific/academic point o

  • Author : Dr. William James
  • Publisher: Simon and Schuster
  • ISBN: 1625586833
  • Genre: Religion
  • Number of Pages: 450
  • Language: English
  • Views: 1225
  • Downloads: 1225
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Description: In The Varieties of Religious Experience: A Study in Human Nature, Dr. William James takes aim at the nature of religion from a scientific/academic point of view-something that had, until this landmark work, been sorely missed. James believed that the study of the origin of an object or concept should not play a role in the study of its value. As an example, he alluded to the Quaker religion and its founder, George Fox. Many scientists immediately reject all aspects of the Quaker religion because evidence suggests that Fox was schizophrenic. Calling this rejection medical materialism, he insisted that the origin of Fox's notions about religion should not be considered when placing a value on them. He pointed out that many believed El Greco to have suffered from astigmatism, yet no one would dismiss his art based on this medical detail. "Scientific theories are organically conditioned just as much as religious emotions are; and if we only knew the facts intimately enough, we should doubtless see 'the liver' determining the dicta of the sturdy atheist as decisively as it does those of the Methodist under conviction anxious about his soul. When it alters in one way the blood that percolates it, we get the Methodist, when in another way, we get the atheist form of mind."- Dr. William James


Pdf ebook: The Hidden Brain

Pdf download ebook The Hidden Brain

Summary: The hidden brain is the voice in our ear when we make the most important decisions in our lives—but we’re never aware of it. The hidden brain decides w

  • Author : Shankar Vedantam
  • Publisher: Random House
  • ISBN: 1588369390
  • Genre: Social Science
  • Number of Pages: 288
  • Language: English
  • Views: 1825
  • Downloads: 1825
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Description: The hidden brain is the voice in our ear when we make the most important decisions in our lives—but we’re never aware of it. The hidden brain decides whom we fall in love with and whom we hate. It tells us to vote for the white candidate and convict the dark-skinned defendant, to hire the thin woman but pay her less than the man doing the same job. It can direct us to safety when disaster strikes and move us to extraordinary acts of altruism. But it can also be manipulated to turn an ordinary person into a suicide terrorist or a group of bystanders into a mob. In a series of compulsively readable narratives, Shankar Vedantam journeys through the latest discoveries in neuroscience, psychology, and behavioral science to uncover the darkest corner of our minds and its decisive impact on the choices we make as individuals and as a society. Filled with fascinating characters, dramatic storytelling, and cutting-edge science, this is an engrossing exploration of the secrets our brains keep from us—and how they are revealed.


Pdf ebook: The Progress Principle

Pdf download ebook The Progress Principle

Summary: What really sets the best managers above the rest? It’s their power to build a cadre of employees who have great inner work lives—consistently positive

  • Author : Teresa Amabile,Steven Kramer
  • Publisher: Harvard Business Press
  • ISBN: 1422142736
  • Genre: Business & Economics
  • Number of Pages: 256
  • Language: English
  • Views: 1731
  • Downloads: 1731
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Description: What really sets the best managers above the rest? It’s their power to build a cadre of employees who have great inner work lives—consistently positive emotions; strong motivation; and favorable perceptions of the organization, their work, and their colleagues. The worst managers undermine inner work life, often unwittingly. As Teresa Amabile and Steven Kramer explain in The Progress Principle, seemingly mundane workday events can make or break employees’ inner work lives. But it’s forward momentum in meaningful work—progress—that creates the best inner work lives. Through rigorous analysis of nearly 12,000 diary entries provided by 238 employees in 7 companies, the authors explain how managers can foster progress and enhance inner work life every day. The book shows how to remove obstacles to progress, including meaningless tasks and toxic relationships. It also explains how to activate two forces that enable progress: (1) catalysts—events that directly facilitate project work, such as clear goals and autonomy—and (2) nourishers—interpersonal events that uplift workers, including encouragement and demonstrations of respect and collegiality. Brimming with honest examples from the companies studied, The Progress Principle equips aspiring and seasoned leaders alike with the insights they need to maximize their people’s performance.


Pdf ebook: Project Hail Mary

Pdf download ebook Project Hail Mary

Summary: NEW YORK TIMES BESTSELLER • From the author of The Martian, a lone astronaut must save the earth from disaster in this “propulsive” (Entertainment We

  • Author : Andy Weir
  • Publisher: Ballantine Books
  • ISBN: 0593135210
  • Genre: Fiction
  • Number of Pages: 496
  • Language: English
  • Views: 1822
  • Downloads: 1822
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Description: NEW YORK TIMES BESTSELLER • From the author of The Martian, a lone astronaut must save the earth from disaster in this “propulsive” (Entertainment Weekly), cinematic thriller full of suspense, humor, and fascinating science—in development as a major motion picture starring Ryan Gosling. “An epic story of redemption, discovery and cool speculative sci-fi.”—USA Today “If you loved The Martian, you’ll go crazy for Weir’s latest.”—The Washington Post Ryland Grace is the sole survivor on a desperate, last-chance mission—and if he fails, humanity and the earth itself will perish. Except that right now, he doesn’t know that. He can’t even remember his own name, let alone the nature of his assignment or how to complete it. All he knows is that he’s been asleep for a very, very long time. And he’s just been awakened to find himself millions of miles from home, with nothing but two corpses for company. His crewmates dead, his memories fuzzily returning, Ryland realizes that an impossible task now confronts him. Hurtling through space on this tiny ship, it’s up to him to puzzle out an impossible scientific mystery—and conquer an extinction-level threat to our species. And with the clock ticking down and the nearest human being light-years away, he’s got to do it all alone. Or does he? An irresistible interstellar adventure as only Andy Weir could deliver, Project Hail Mary is a tale of discovery, speculation, and survival to rival The Martian—while taking us to places it never dreamed of going.


Pdf ebook: New Power

Pdf download ebook New Power

Summary: From two influential and visionary thinkers comes a big idea that is changing the way movements catch fire and ideas spread in our highly connected world.

  • Author : Jeremy Heimans,Henry Timms
  • Publisher: Random House Canada
  • ISBN: 0345816463
  • Genre: Business & Economics
  • Number of Pages: 320
  • Language: English
  • Views: 1449
  • Downloads: 1449
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Description: From two influential and visionary thinkers comes a big idea that is changing the way movements catch fire and ideas spread in our highly connected world. For the vast majority of human history, power has been held by the few. "Old power" is closed, inaccessible, and leader-driven. Once gained, it is jealously guarded, and the powerful spend it carefully, like currency. But the technological revolution of the past two decades has made possible a new form of power, one that operates differently, like a current. "New power" is made by many; it is open, participatory, often leaderless, and peer-driven. Like water or electricity, it is most forceful when it surges. The goal with new power is not to hoard it, but to channel it. New power is behind the rise of participatory communities like Facebook and YouTube, sharing services like Uber and Airbnb, and rapid-fire social movements like Brexit and #BlackLivesMatter. It explains the unlikely success of Barack Obama's 2008 campaign and the unlikelier victory of Donald Trump in 2016. And it gives ISIS its power to propagate its brand and distribute its violence. Even old power institutions like the Papacy, NASA, and LEGO have tapped into the strength of the crowd to stage improbable reinventions. In New Power, the business leaders/social visionaries Jeremy Heimans and Henry Timms provide the tools for using new power to successfully spread an idea or lead a movement in the twenty-first century. Drawing on examples from business, politics, and social justice, they explain the new world we live in--a world where connectivity has made change shocking and swift and a world in which everyone expects to participate.


Pdf ebook: The Design of Everyday Things

Pdf download ebook The Design of Everyday Things

Summary: Design doesn't have to complicated, which is why this guide to human-centered design shows that usability is just as important as aesthetics. Even the smar

  • Author : Don Norman
  • Publisher: Basic Books
  • ISBN: 0465072992
  • Genre: Design
  • Number of Pages: 384
  • Language: English
  • Views: 1790
  • Downloads: 1790
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Description: Design doesn't have to complicated, which is why this guide to human-centered design shows that usability is just as important as aesthetics. Even the smartest among us can feel inept as we fail to figure out which light switch or oven burner to turn on, or whether to push, pull, or slide a door. The fault, argues this ingenious -- even liberating -- book, lies not in ourselves, but in product design that ignores the needs of users and the principles of cognitive psychology. The problems range from ambiguous and hidden controls to arbitrary relationships between controls and functions, coupled with a lack of feedback or other assistance and unreasonable demands on memorization. The Design of Everyday Things shows that good, usable design is possible. The rules are simple: make things visible, exploit natural relationships that couple function and control, and make intelligent use of constraints. The goal: guide the user effortlessly to the right action on the right control at the right time. The Design of Everyday Things is a powerful primer on how -- and why -- some products satisfy customers while others only frustrate them.