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<b><span style="font-size:11.0pt;font-family:"Arial",sans-serif;color:#1F497D">Greetings and welcome to this week’s issue of Tech-Talk!</span></b></p>

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<span style="font-size:1.0pt">Run a speed test to see if you can make imporovements

<o:p></o:p></span></p>

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<span style="font-size:1.0pt"><img id="_x0000_i1025" src="http://r20.rs6.net/on.jsp?ca=ddfdbb84-c55b-4c8d-9c08-ef201716dcb4&a=1100778316270&c=4f52e898-6edc-11ea-9474-d4ae529a85ae&ch=4f548978-6edc-11ea-9474-d4ae529a85ae"><o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:19.5pt;color:white">Announcements</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><b><span style="color:black">Extended through <u>JUNE</u></span></b><span style="color:black">: If your library, school or academic institution doesn't already have an

unlimited Tech-Talk license for your STUDENTS, FACULTY and PATRONS, you can get one for free during this shutdown.

</span><span style="color:#333333"><a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT8_gFom1gaefkOI-Cva5pUnyzBblAq4c64dQNVz4Zm1xt0ZxzJjwWv97gc9JT3exT_M7r77culwXz7RDyA7thzcHUPVt1zisNL4oa_5qrAsNk7f_VO0ImCQ4=&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank"><b><span style="color:black">APPLY

 HERE</span></b></a></span><span style="color:black">.</span><span style="color:#333333">

<o:p></o:p></span></p>

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<img border="0" width="5" height="1" id="_x0000_i1027" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="color:#BF3F2F">WEBINAR RECORDING </span></b><b><span style="color:#368A9C">up for:

<i>Dealing with Difficult People & Situations</i></span></b><span style="color:#333333">

<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><b><i><span style="color:#368A9C">See the "Communications Tip" below

</span></i></b><span style="color:#333333"><o:p></o:p></span></p>

<p class="MsoNormal" align="center" style="text-align:center"><b><i><span style="color:#368A9C">for the answer to a question posed in the webinar.</span></i></b><span style="color:#333333"><o:p></o:p></span></p>

<p class="MsoNormal" align="center" style="text-align:center"><b><span style="font-size:13.5pt;color:black">UPCOMING WEBINARS</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#241D16"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#241D16">May 27: VIDEO: In Windows 10, Create Videos With Photos App</span></b><span style="color:#241D16"><o:p></o:p></span></p>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l6 level1 lfo1">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#241D16"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#241D16">June 3: DESKTOP: Organizing Thoughts & Naming Conventions</span></b><span style="color:#241D16"><o:p></o:p></span></p>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l6 level1 lfo1">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#241D16"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#241D16">June 10: INTERNET: Clever Ways to Search

</span></b><span style="color:#241D16"><o:p></o:p></span></p>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l6 level1 lfo1">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#241D16"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#241D16">June 17: LEADERSHIP & TEAMS: Six Questions You Must Discuss</span></b><span style="color:#241D16"><o:p></o:p></span></p>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l6 level1 lfo1">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#241D16"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#241D16">June 24: WORD: More Tips and Tricks</span></b><span style="color:#241D16"><o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><span style="color:white"><a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT83MI8lCiiui840WJUhGj8rfkdk_g32p_RvCTsaoz1J43izm_n2DmJKy6YhmPtxDhqbjgYAqHE14XGBwROsNzqq9ACYj7FLaGDsa_xXGFfmzu0v8ktdpNz2M=&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag=="><b><span style="font-family:"Arial",sans-serif;color:black;text-decoration:none">Watch

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><span style="color:#333333"> </span><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#333333">This Week's Topic: INTERNET</span></b><span style="color:#333333">

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<p class="MsoNormal"><b><span style="color:#16274C">1. ARTICLE & VIDEO </span></b><span style="color:#16274C">...<b>

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<p class="MsoNormal"><b><span style="color:#16274C">3. LEADERSHIP</span></b><span style="color:#16274C"> ... Do you ask?</span><span style="color:#333333">

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT89uRkoRaRpmpZQ-2OQwZZi2KQCbJmHK-1z1u_WgxOPrrWiWnfTsj4Z0o_DY5AFClVw_fITybbOwPe5Mz88a7yjtvWRDvhbpZl-bLoDS1Eq4bUZiZwjJQm6E6H3YTFv0M7s4S8KPw5p5AJ0_KlrDQLGpUHFfuiLFmaQ==&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag=="><span style="text-decoration:none"><img border="0" width="550" id="_x0000_i1030" src="https://files.constantcontact.com/ee1208b4001/3e73c336-5e45-44cb-bfd5-471be77255f1.png" alt="SPEED TEST"></span></a><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><span style="font-size:10.5pt;color:#111111">Photo by </span><span style="color:#333333"><a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT89uRkoRaRpmpx88rayK-2srKuxdjVsCtS9PjWhsUpGn3zs6Q6q6rzNipo6I57nHTWGh8YV72LW8Xz5KyDHUmt4zZJbESQa3OzLRcWNa9v9Xth6J3lD0xfDVbCkE8LPJJlu7SMAbMTKoHeba4ga1ikdEXK_FaWc7yM9MXVN2rpc78qtSVS9phHi94H8rVzD6MicWtdqlSJCop&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank"><span style="font-size:10.5pt;color:#767676">Jason

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#333333">Brought To You By

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><span style="color:#333333"><a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT8zbKJNxVnqxFXEzjFHqBlipCcGkVczvSzUTFgCriu6Zu5sBZdNNNx2bwxdDjroGugcUl7y2xXvst0GYq7Qa7Bdh9a34EVGgd-Ebj63Ft-Lux&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Visit

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<p class="MsoNormal"><b><span style="color:#333333">Username</span></b><span style="color:#333333">:

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<p class="MsoNormal"><b><span style="color:#333333">Password</span></b><span style="color:#333333">:

<o:p></o:p></span></p>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

<p class="MsoNormal"><b><span style="color:#333333">Questions about Tech-Talk?</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><b><span style="font-size:15.0pt;font-family:"Arial",sans-serif;color:#3661BD">INTERNET - Improve Connectivity, Check Speed Test</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><i><span style="color:#333333">Intermediate</span></i><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">One of our subscribers contacted us because as she was watching a Tech-Talk

<a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT81jRKARXCIQQ5RKGznOnC0HeYJVbMJRdA0JAoE_0VE0SiKh9Vq7FW-eCEsaxADXS2KlInJllVcMYTydnU4RKYtO1OKj4-9vuIzeC8ZaSf8xq&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank">

<span style="color:#3661BD">webinar</span></a>, and it had a timing lag. She said she still enjoyed it, but wanted us to know. (We of course, appreciate her reaching to us.)<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">Actually though, it's usually <b>

the receiving entity (the picking up of the signal) that drives poor connection issues.

</b>So with all the online meetings and <b>working from home</b>, we thought her observations made for a good Tech-Talk article.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">It can be frustrating </span>

</b><span style="color:#333333">when you're trying to get some work done, watching a video online or checking email – when your Internet connection is just sooooo slow.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">What can you do? </span></b><span style="color:#333333">How do you figure out if it's the bandwidth (internet speed)? Is there a problem with the Wi-Fi router? Have the drivers in your computer been updated

 lately?<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">NOTE:</span></b><span style="color:#333333"> When working at your organization, you may want to check with your IT department. We're giving suggestions below when working remotely at home.<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="color:#333333">Quick Definition:</span></b><span style="color:#333333"> Internet speed, also called

Bandwidth, is the maximum amount of data you can send/receive (upload/download) over your Internet connection. It is measured in megabits per second (Mbps). Your Internet speed is shared among all devices in your network.

<b>That means that if you're working from home</b>, and someone else in your house is watching TV or playing an online video game, they will be using a lot of your bandwidth.<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="color:#333333">When you're having speed issues</span></b><span style="color:#333333">, buffering or stalling, you might be tempted to first call your Internet Service Provider (ISP) ... Comcast, Spectrum, Verizon, etc. But

 you can do a little troubleshooting on your own first, and you might just find a solution.

<b>Here's a simple checklist to work through.</b> <o:p></o:p></span></p>

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<img border="0" width="5" height="1" id="_x0000_i1039" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Run a Speed Test</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">To really know</span></b><span style="color:#333333"> what your Internet speed is,

<b>you can run a speed test</b>. There are many tools out there to choose from, but to "match" your numbers with what your ISP plan is providing, it's a good idea to use their speed test tool. To do this:<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l4 level1 lfo2">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">Open a browser window and do an Internet search for

<i>"speed test Frontier"</i> or "<i>speed test Verizon"</i> or<i> "speed test Spectrum"</i> -- depending on your provider. (We're using AT&T in this example.)<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l2 level1 lfo3">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">Find a search result that looks like

<i>"speedtest.att.com"</i> for your provider. They all have them (as in the image below).<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="533" id="_x0000_i1040" src="https://files.constantcontact.com/ee1208b4001/cc03a883-4803-488f-ac1f-eb2fdd6eda38.png" alt="speed test"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l1 level1 lfo4">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><b><span style="color:#333333">Depending on your provider's speed test tool</span></b><span style="color:#333333">, find the option that says something like "start test" and run it. It's a perfectly safe test with the major ISPs.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l3 level1 lfo5">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">Then stop and watch. <b>It will only take a minute or two. </b>

<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<div>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l7 level1 lfo6">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">First it calculates the

"download speed". That is how quickly you bring up a website, or run a webinar. The national average in the US is a whopping 93.98 Mbps which is twice as fast as the average global speed. But don't sweat it if your number is much lower.

 Even 25 Mbps is a decent level. (By the way, the numbers for MOBILE download and upload (because it runs on cellular) is much slower, about 1/3 of the rate ~33 Mbps.)<o:p></o:p></span></p>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l0 level1 lfo7">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">Next the test will go on to the<b><i> "upload speed."</i></b> That will be much slower. That's how fast you

<b>upload a document or image on the web</b>. The national average is about 38 Mbps.<o:p></o:p></span></p>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">In our example, the speed test results for download speed is 28.5 Mbps and upload 13.1 Mbps.<o:p></o:p></span></p>

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</td>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 0in 7.5pt 0in">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="554" id="_x0000_i1042" src="https://files.constantcontact.com/ee1208b4001/0af1fe1d-8588-44e8-b8fc-a346e5254e80.png" alt="speed test"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<div>

<div>

<p class="MsoNormal"><b><span style="color:#333333">Upload and download speeds can vary significantly

</span></b><span style="color:#333333">and can still be functional. But the <b>lower the number, the more intermittent issues

</b>and pauses one will have.<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" align="right" style="border-collapse:collapse;margin-right:4.45pt;word-wrap: break-word">

<tbody>

<tr style="height:.75pt">

<td width="15" valign="top" style="width:11.25pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="15" height="1" id="_x0000_i1043" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="293" id="_x0000_i1044" src="https://files.constantcontact.com/ee1208b4001/9e093862-5ac9-4921-a64f-882fdbaab1fb.png" alt="Internet plan"><o:p></o:p></p>

</div>

</td>

</tr>

<tr style="height:3.75pt">

<td width="15" valign="top" style="width:3.75pt;padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1045" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="1" height="5" id="_x0000_i1046" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

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</tbody>

</table>

</div>

<div>

<div>

<p class="MsoNormal" style="margin-left:30.0pt;text-indent:-12.0pt;mso-list:l5 level1 lfo8">

<![if !supportLists]><span style="font-size:10.0pt;font-family:Symbol;color:#333333"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">    

</span></span></span><![endif]><span style="color:#333333">Then, based on your numbers,

<b>compare it to your Internet plan</b>. In this example, we subscribe to the <i>

AT&T Internet 25 plan</i>, which means the expected download speed is 25Mbps. In our speed test it was 28.5, so our results are in line with our plan. <o:p></o:p></span></p>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">If your speed test results match (or exceed) your plan and is still too slow for you, think about upgrading if available.<o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">If your speed is much shower than your plan,<b> before contacting your ISP, work through some of these options below.</b>.. and then re-run your speed test.<o:p></o:p></span></p>

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</td>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

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<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1047" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" align="right" style="border-collapse:collapse;margin-right:4.45pt;word-wrap: break-word">

<tbody>

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<td width="15" valign="top" style="width:11.25pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="15" height="1" id="_x0000_i1048" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="260" id="_x0000_i1049" src="https://files.constantcontact.com/ee1208b4001/0ca04c41-fffb-4a67-bcab-931e4a28d067.png" alt="reboot"><o:p></o:p></p>

</div>

</td>

</tr>

<tr style="height:3.75pt">

<td width="15" valign="top" style="width:3.75pt;padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1050" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="1" height="5" id="_x0000_i1051" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<div>

<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">REBOOT</span></b><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:black">Use the universal trick when something is wrong: REBOOT. (It works!)</span><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><b><span style="color:#333333">Turn your modem/router off</span></b><span style="color:#333333"> (or pull the power cord out), wait at least 30 seconds, and then turn it on again.<o:p></o:p></span></p>

</div>

</div>

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</table>

</div>

</td>

</tr>

</tbody>

</table>

</div>

<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

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<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1052" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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</div>

<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<div>

<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Is It Specific to Your Computer?</span></b><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><b><span style="color:#333333">Check other computers</span></b><span style="color:#333333"> using the same connection.<b>

</b>If their speed is good, it may be your device that has the issue.<o:p></o:p></span></p>

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</div>

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</td>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

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<tbody>

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<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

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<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1053" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

</div>

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</div>

<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" align="left" style="border-collapse:collapse;margin-right:4.45pt;word-wrap: break-word">

<tbody>

<tr style="height:.75pt">

<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="220" id="_x0000_i1054" src="https://files.constantcontact.com/ee1208b4001/fdbdf570-2269-44ac-8e62-ce06ee2bb36b.png" alt="your network"><o:p></o:p></p>

</div>

</td>

<td width="15" valign="top" style="width:11.25pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="15" height="1" id="_x0000_i1055" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="1" height="5" id="_x0000_i1056" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1057" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Competition With Other Devices</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<div>

<p class="MsoNormal"><span style="color:#333333">You may have multiple computers, smart phones and tablets. Additionally, smart TVs, game consoles and smart home hubs (like Alexa).

<b>When all of these devices are sending or receiving information at the same time it can slow speeds or cause buffering during streaming.</b>

<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

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<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

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<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1058" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

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<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Check the Location of Your Modem</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<div>

<p class="MsoNormal"><b><span style="color:#333333">If you're not hard-wired </span>

</b><span style="color:#333333">(with the cable literally plugged into your computer) and are using W-Fi, if you can,<b> try moving your modem/router</b> to a location closer to where you're working.<o:p></o:p></span></p>

</div>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">True story:<span style="color:#333333"> My Internet speed was slow and after running a speed test through my ISP, the results page suggested getting a Wi-Fi Booster (also called Range Extender).

 This is a device that extends a Wi-Fi network's coverage space by amplifying the signals. I paid about $40 through my ISP, but they can be found for as little as $25. Since my modem was in the far corner of my basement and wasn't movable, the booster really

 improved my speed.<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

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<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1059" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Stop Fighting File-Syncing Services</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" align="right" style="border-collapse:collapse;margin-right:4.45pt;word-wrap: break-word">

<tbody>

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<td width="15" valign="top" style="width:11.25pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="15" height="1" id="_x0000_i1060" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="254" id="_x0000_i1061" src="https://files.constantcontact.com/ee1208b4001/27346e06-a1fa-4ebd-a74d-5b5b4183fdb9.png" alt="Dropbox"><o:p></o:p></p>

</div>

</td>

</tr>

<tr style="height:3.75pt">

<td width="15" valign="top" style="width:3.75pt;padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1062" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td valign="top" style="padding:0in 0in 0in 0in;height:3.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="1" height="5" id="_x0000_i1063" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<div>

<p class="MsoNormal"><b><span style="color:#333333">You may save files </span></b><span style="color:#333333">to locations like Google Drive, Dropbox, One-Drive, etc… They are saving data in the background that can slow down your Internet connection.<o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">For example, if you use Dropbox, in the desktop Settings you can make changes in the Bandwidth section

<b>to limit the speeds of upload or downloads.</b> <o:p></o:p></span></p>

</div>

</div>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:6.75pt 0in 6.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="93%" style="width:93.0%;border-collapse:collapse;min-width: 93%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1064" src="https://imgssl.constantcontact.com/letters/images/1101116784221/S.gif"><o:p></o:p></p>

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</div>

<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

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<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#3661BD">Call Your Internet Service Provider</span></b><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333">Now that you've done your homework, if you're still having speed issues, you can make the call to see what they can do. No one likes to get less than what they're paying for.

<b>When you've done your due diligence </b>and can tell your ISP what you are experiencing, you're more likely to get help.<o:p></o:p></span></p>

</div>

</div>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:0in 0in 0in 0in">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:0in 0in 0in 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%;cursor:default">

<tbody>

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<td width="100%" valign="top" style="width:100.0%;padding:3.75pt 0in 3.75pt 0in">

<div align="center">

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr style="height:.75pt">

<td style="background:#5E81CA;padding:0in 0in 4.5pt 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1065" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

<div align="center">

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<tbody>

<tr>

<td width="100%" valign="top" style="width:100.0%;background:#F0F0F0;padding:0in 0in 0in 0in;word-wrap: break-word">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="100%" style="width:100.0%;border-collapse:collapse;min-width: 100%">

<tbody>

<tr>

<td valign="top" style="padding:7.5pt 15.0pt 7.5pt 15.0pt">

<div>

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" align="left" style="border-collapse:collapse;margin-right:4.45pt;word-wrap: break-word">

<tbody>

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<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<div>

<p class="MsoNormal" align="center" style="text-align:center"><img border="0" width="180" id="_x0000_i1066" src="https://files.constantcontact.com/ee1208b4001/41d9a61c-7e5a-4de3-b0a4-4021dd05cea3.png"><o:p></o:p></p>

</div>

</td>

<td width="15" valign="top" style="width:11.25pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="15" height="1" id="_x0000_i1067" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

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<tr style="height:.75pt">

<td valign="top" style="padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="1" height="5" id="_x0000_i1068" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

</td>

<td width="15" valign="top" style="width:3.75pt;padding:0in 0in 0in 0in;height:.75pt">

<p class="MsoNormal" align="center" style="text-align:center;mso-line-height-alt:.75pt">

<img border="0" width="5" height="1" id="_x0000_i1069" src="https://imgssl.constantcontact.com/letters/images/sys/S.gif"><o:p></o:p></p>

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<div>

<div>

<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#333333">Communications: On the Phone?</span></b><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><i><span style="color:#333333">Dealing with difficult people and situations</span></i><span style="color:#333333"><o:p></o:p></span></p>

</div>

<div>

<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">In the webinar we held on <a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT81jRKARXCIQQ5RKGznOnC0HeYJVbMJRdA0JAoE_0VE0SiKh9Vq7FW-eCEsaxADXS2KlInJllVcMYTydnU4RKYtO1OKj4-9vuIzeC8ZaSf8xq&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank">

<i><span style="color:#3661BD">Dealing with Difficult People</span></i></a><i> </i>

we introduced communication phrases and techniques that have proven to be especially effective. (Each has corresponding

<a href="http://r20.rs6.net/tn.jsp?f=001YDX7ZCe4GdFTc7Bxzz-5rl0KkmbLM2R1LIs7kHpHeP0Nb4bS6NdT89uRkoRaRpmp2i5NwJ584A5F3NjOB6AAn-fvD3kiSvh1Bbc8Tdx_u2fkmQZKbi08nsJqfh5CZq-OGv5nHuiIOq_tJcb92-iegjsZjDlKmUc7&c=ogPBr5UXtgPd-2FcCCZsFH-5QdTefsaji6_YS1s5Q1MSb4Pgs7esfg==&ch=PJFZ5POqaGGbWfFV1WGRxzYRL2DGPy4xa-Ai6Ltq-ucTRveE6H7Yag==" target="_blank">

<span style="color:#3661BD">Tech-Talk articles</span></a> in the database.) <o:p>

</o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">One of the questions we were asked was to identify differences between using these techniques in face-to-face situations vs. over the phone. With so many people now working remotely, the need for skills to deal

 with difficult people with just voice has become even more important.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">Over the phone,</span></b><span style="color:#333333"> when there are no physical cues to the mood of a person, it is even

<i>more</i> important that we bump up the voice quality.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">When you have a challenging discussion in front of you,

<b>do these two things</b>:<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">1) Put a smile on your face</span></b><span style="color:#333333"> (even if you're not feeling it). This will help to carry a more positive tone. They can't see you, but they'll feel the difference.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">2) Lighten your voice</span></b><span style="color:#333333">. Purposefully, take the stress out of your sound. Get rid of the aggravation, anger or disappointment and replace it with a calmer, open sound that

 says you're ready for a non-intimidating conversation.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">NOTE: </span></b><span style="color:#333333">These two techniques are

<b>also a way of masking your emotions</b> in face-to-face situations. Plaster a pleasant smile on your face and pitch your voice a bit higher as if you're being very accommodating. You'd be surprised how easily people accept that "positive" attitude, rather

 than suspecting it's a facade.<o:p></o:p></span></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal" align="center" style="text-align:center"><o:p> </o:p></p>

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<p class="MsoNormal"><b><span style="font-size:13.5pt;font-family:"Arial",sans-serif;color:#333333">Leadership

</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><i><span style="color:#333333">Do you ask ... at every level?</span></i><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">Do you believe that <i>every </i>

individual has knowledge about something that can help the organization thrive?<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">I mean, <i>do you really?</i> <o:p>

</o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">Do you think each person has unique experiences, interactions with the patrons, students and customers ... such that

<i>they</i> could offer special insight?<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">If so,<b> do you ask them for their ideas?</b>

<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">For example, </span></b><span style="color:#333333">if you were working the receiving dock, you could come up with ideas that would make the unloading of inventory process more efficient --

<b>if you were only asked.</b> <o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">If you were a cataloger in a library you would have first-hand knowledge of time-wasters and redundancies that could make a difference to the system --

<b>if you were only asked.</b> <o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333">In many organizations, there's no established

<i>method </i>for people to share their ideas in a way that will let those thoughts be heard, considered and possibly acted upon.<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">As a leader </span></b><span style="color:#333333">(of a team, a project or a department), you

<b>benefit by looking for opportunities to <i>ask everyone. </i></b>Very often the "worker bee" is reluctant to suggest ideas, yet when the person in charge

<b>asks for their ideas, insight and observations</b><i>, </i>not only do you boost morale, you could discover a true "gem."<o:p></o:p></span></p>

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<p class="MsoNormal"><span style="color:#333333"><o:p> </o:p></span></p>

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<p class="MsoNormal"><b><span style="color:#333333">The best solutions often come from the person closest to the action.</span></b><span style="color:#333333"><o:p></o:p></span></p>

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<p class="MsoNormal"><span style="font-family:"Arial",sans-serif;color:#1F497D">Cheers,<o:p></o:p></span></p>

<p class="MsoNormal" style="margin-bottom:3.0pt"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif;color:black">Darci Hanning, MLIS<o:p></o:p></span></b></p>

<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F4E79">Public Library Consultant / CE Coordinator<br>

</span></b><span style="font-family:"Calibri",sans-serif;color:#2E74B5"><a href="https://libguides.osl.state.or.us/coronavirus"><span style="color:#0563C1">https://libguides.osl.state.or.us/coronavirus</span></a><br>

</span><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F4E79"><br>

</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F4E79"><a href="mailto:darci.hanning@state.or.us"><b><span style="color:#2E74B5">darci.hanning@state.or.us</span></b></a><b> | 503-378-2527|

</b><a href="https://www.oregon.gov/library"><b><span style="color:#0563C1">www.oregon.gov/library</span></b></a></span><span style="font-family:"Calibri",sans-serif;color:#2E74B5"><o:p></o:p></span></p>

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