Tweet for Jobs
We know that "social recruiting" is increasingly common, with 73% of employers responding to a Jobvite survey reporting that they have hired someone online. But how does this work on Twitter, through which 15% of the 73% had hired someone? The Wall Street Journal published an article that explains some of the recruiter's and job seeker's perspective.
As funny as it seems to tweet your qualifications within 140 characters, more employers are encouraging people to respond to job postings on Twitter. Boston network-infrastructure firm Enterasys tried this approach and found success. The company's chief marketing officer said, "I am fairly certain I am going to abandon the resume process. The Web is your CV and social networks are your references."
Other employers report following prospective candidates to evaluate their interactions. And in many situations, although the initial contact happens via tweets, candidates include links to more substantive resumes and social media profiles.
One optimist, Kathryn Minshew, founder of career website TheMuse.com, said that the tweet is "the new elevator pitch."
Discussion Starters:
- How optimistic are you about companies' recruiting via Twitter?
- How could you see publicizing your qualifications and career interests on Twitter? What are the potential downsides for you personally and professionally?
What Do Social Media Teams Look Like?
A Ragan/NASDAQ OMX Corporate Solutions survey of 2,714 communicators uncovered how organizations' social media teams are structured. This infographic, created by Go-Gulf.com, highlights a few interesting facts about those who completed the questionnaire:
- Only 27% have a dedicated social media team. (It would be interesting to know the size of the companies and industries.)
- 42% have only one person working on social media.
- Only 22% plan to hire more people to manage social media next year.
- 25% use interns for social media work.
Discussion Starters:
- What, if anything, surprises you about this data?
- How do you think these numbers might vary for hospitality, retail, technology, and other industries?
- If you could project out five years, how do you think this data might change? What are your predictions?
RBC Responds to Outsourcing Plans
The Royal Bank of Canada is under fire for replacing 45 employees with oversees workers. A representative of RBC admits that work is being moved to another supplier, and current employees are training their replacements. The company is looking for new jobs for the displaced workers, who will leave at the end of the month. The new supplier is iGATE Corp., an Indian multinational outsourcing firm.
In an interview, RBC HR chief Zabeen Hirji tried to explain that RBC isn't hiring the workers, and the workers aren't replacing RBC employees-just transitioning to the new staff. Both are tough sells. First, RBC hired the supplier who is hiring the workers (so they have some accountability). Second, having interim workers doesn't change the outcome: people are losing their jobs, and-as it appears-foreign workers will be doing the work. The reporter called the distinction "semantics" and said, "I get what you're trying to sell, but I'm not sure I'm buying it."
Criticism is high, particularly the concern that RBC is violating federal rules that foreign workers may not replace Canadian citizens. In response, the bank published a statement that said, "External suppliers with the right skills allow us to introduce new efficiencies, continually improve our service at reduced cost and reinvest in initiatives that enhance the client experience. Agreements with our suppliers include strict controls and ongoing monitoring to ensure full compliance with all regulatory requirements."
Public backlash is also high. A Facebook page, Boycott Royal Bank of Canada, has 7,600 likes.
Discussion Starters:
- Analyze Zabeen Hirji's interview. What does she do well, and what could be improved? What are her strongest and weakest arguments?
- Overall, do you buy RBC's position?
- One article referred to Hirji's "corporate-speak explanation and histrionic hand gestures." Do you agree with this characterization?
The IRS Doesn't Consider Emails Private
Strategizing with your accountant about how to avoid paying taxes? Asking your mom whether you really have to declare that research stipend? These conversations best not happen over email.
The IRS believes it can access taxpayer's emails without a warrant, according to a response to the American Civil Liberties Union (ACLU)'s asking for the agency's privacy policy. As a defense, the IRS seems to conjure the Electronic Communications Privacy Act (ECPA), which the ACLU calls "hopelessly outdated":
"It draws a distinction between email that is stored on an email provider's server for 180 days or less, and email that is older or has been opened. The former requires a warrant; the latter does not. Luckily, the Fourth Amendment still protects against unreasonable searches by the government."
Enacted in 1986, the Act doesn't account for where many people now store email: in the cloud. Similarly, the agency seems to claim that people have "no privacy expectation" for email stored on a server.
Although the IRS denies doing so, the agency may search social media sites for posts that may contradict some of the claims made on tax returns.
Discussion Starters:
- If the IRS did search and read your emails, what would it find?
- Does this news make you more cautious about what you might send over email? How so?
Lone Star College Communicates Stabbings
At least 14 students were stabbed on the Lone Star Community College campus near Houston, TX. One student critically injured two others, as he ran to different buildings, stabbing people with an Exacto knife. When the suspect, known only as "James," was tackled, he said, "I give up. I give up."
The college posted an emergency alert on its website, and the school went into lock-down, with students held in classrooms until more information was known.
The college told students, "Stay away from the area. Seek shelter in a secure location until the incident is resolved." This is sound advice and reminds us of Virginia Tech's emails during the 2007 shootings-although some of those messages came too late.
Discussion Starters:
- Assess the college's emergency web page. What works well, and what could be improved?
- What additional communications would you recommend that the college send to students, faculty and staff, alumni, and parents? What medium should be used for each group?
Coming Soon: Video Chat at Your ATM
Bank of America is adding what the company calls the "human touch of a teller" to the customer's ATM experience. In a statement, the company says that the service provides additional hours of personalized service for customers who need it:
"The new technology gives customers access to a range of services during extended hours to address their daily banking needs, and provides them with convenience, control and flexibility over how, when and where they bank. Using the new ATMs, customers can speak with a Bank of America teller via real-time video and receive the same quality of personal assistance they would if they walked up to a banking center counter."
The statement also says that ATMs in Boston will be the first equipped with the service, with other locations rolling out throughout 2013. In case you fear this will replace your beloved teller at the branch, Bank of America assures us, "Banking center tellers will still be available for customers who choose to conduct their banking transactions in person" (for the few diehards).
Discussion Starters:
- Who do you think will make most use of the voice chat service? Under what circumstances would you?
- What are the costs to Bank of America of implementing the new service (financial and other), and what are the benefits? What else do you think factored into the company's decision to offer this innovative service?
Carnival Responds to Yet More Ship Trouble
Are all of Carnival Cruise's recent ship problems unrelated? That's what the company would like the public to believe. Carnival's Triumph-which was stranded in Alabama last month-broke free from its moorings. Hurricane-link winds blew the ship from its anchors and threw two shipyard employees into the Mobile River. Although one man was found, another is still missing.
Although the crises are mounting for the cruise company, it's getting better at responding via social media. The company quickly tweeted about the situation and posted several updates throughout the day:
Carnival also posted this statement to its Facebook page:
April 3, 2013, 7PM ET
Earlier this afternoon, due to strong winds that reached speeds exceeding 70 miles per hour during a severe storm in Mobile, Ala., Carnival Triumph, which was in wet dock at a Mobile shipyard, broke away from its moorings. The ship drifted, and was secured.
With the assistance of tugboats on site, the ship has been moved to the Mobile Cruise Terminal. Lines have moored the ship, and, as a precaution, tugboats will remain alongside the vessel as well.
All of the approximately 600 crew and 200 contractors who were onboard the vessel are safe and have been accounted for through a roll call. There are no reports of injuries. While assessment of damage to the ship is ongoing, initial indications suggest the damage is limited.
According to reports, two shipyard employees on an adjacent pier fell into the water. One has reportedly been rescued by the U.S. Coast Guard and the search continues for the second. Our thoughts and prayers are with the missing shipyard employee and the family.
Discussion Starters:
- Assess Carnival's response on social media. How else is the company using Facebook and Twitter to communicate during this crisis?
- How can Carnival rebuild the brand and explain the recent incidents as separate and distinct from one another?
Rutgers Coach Gets Terminated—and Apologizes
Rutgers basketball coach Mike Rice was terminated for abusive behavior towards his players. The decision was a surprise only because it came months after Rice's suspension from the university.
The videos of Rice's interactions with players are shocking: throwing balls at them, pushing them, and calling them homophobic slurs. But the university's decision last year was to suspend him, fine him $75,000, and send him to anger management classes.
Only recently-within a day after a video of Rice became public-did the university decide to terminate his employment.
Athletic Director Tim Pernetti is taking responsibility for the initial decision:
"I am responsible for the decision to attempt a rehabilitation of Coach Rice. Dismissal and corrective action were debated in December, and I thought it was in the best interest of everyone to rehabilitate, but I was wrong. Moving forward, I will work to regain the trust of the Rutgers community."
Rice did apologize in this video interview:
New Jersey Governor Chris Christie weighed in on the situation:
"Rutgers has done the right thing by firing Mr. Rice, but that still doesn't resolve questions about how he was allowed to continue overseeing college students after this behavior first came to the attention of Rutgers administration last year.
"I'm puzzled as to how anyone could think Mr. Rice was someone who should be representing our state university on a national level.
"I expect a full and detailed explanation from the Rutgers administration as to why Mr. Rice was not dismissed sooner and how exactly that decision was made. If answers aren't forthcoming, we are prepared to do what's needed to get them for the people of New Jersey."
Discussion Starters:
- What's your view of the athletic director's statement: a noble admission, poor showing for a bad decision, or something else?
- How do you assess Governor Christie's statement? Why would a state governor insert himself in this situation?
SEC Gives Guidance for Social Media Disclosures
Companies no longer have to wonder what is acceptable to disclose on social media sites. The SEC has set rules for how information may be disseminated on Facebook, Twitter, and other sites.
In the past, the SEC has been stringent on what companies can communication online. Because of Regulation Fair Disclosure (Reg FD), the SEC wanted to ensure that all investors have access to information at the same time, so that no one individual or group has an advantage in investing.
Now, the agency has softened its requirements. According to a New York Times article, companies can now post, with some restrictions:
"...companies could treat social media as legitimate outlets for communication, much like corporate Web sites or the agency's own public filing system called Edgar. The catch is that corporations have to make clear which Twitter feeds or Facebook pages will serve as potential outlets for announcements."
In a statement, the agency summarized the new rule:
"The Securities and Exchange Commission today issued a report that makes clear that companies can use social media outlets like Facebook and Twitter to announce key information in compliance with Regulation Fair Disclosure (Regulation FD) so long as investors have been alerted about which social media will be used to disseminate such information."
In other words, investors need to know a company's social media strategy-where information will be posted.
By most standards, the rules are long overdue. Companies such as Netflix have been investigated by the SEC for posting information on Facebook. The clarification will help companies use multiple channels to reach multiple audiences.
Discussion Starters:
- Read the SEC's statement. What else do you learn from reading "between the lines"?
- What questions or potential difficulties remain for companies deciding what, when, where, and how to post?
Exxon (Sort-of) Communicates Oil Clean-Up Efforts
Exxon is working triple time to manage the oil spill in Arkansas and communicate its efforts-but the company is missing the social media piece.
A pipeline breach caused thousands of barrels of oil to be unleashed into the water and 22 homes evacuated. Although a nearby lake was spared, the oil reached several residents' yards. The company says the cause of the spill is still under investigation.
The situation is reminiscent of the Exxon Valdez oil spill in 1989, when hundreds of thousands of barrels were spilled in Alaska. Of course no Exxon executive wants this link made too closely.
On its website, Exxon posted this response:
ExxonMobil Pipeline Company Responds to Crude Oil Spill in Arkansas
MAYFLOWER, AR – March 29, 2013– Cleanup operations were continuing at the site of a spill of crude oil near Mayflower, AR, ExxonMobil Pipeline Company said today.
An apparent breach in the Pegasus pipeline carrying crude oil occurred late Friday afternoon. The pipeline has been shut in and crews are working to contain the spill.
"We regret that this incident has occurred and apologize for any disruption and inconvenience that it has caused," said Karen Tyrone, southern operations manager of ExxonMobil Pipeline Company. "Our focus is on protecting health, safety and the environment. We will be here until the cleanup is complete."
Emergency response efforts are focused on ensuring community health and safety and keeping the crude oil from entering a nearby lake during cleanup.
Cleanup crews are using specialized equipment to recover oil. Additional resources are being mobilized to the area to assist with the cleanup response.
Air quality monitoring is being conducted in the impacted area.
The cleanup is being coordinated with the Department of Emergency Management and other local authorities. Notification to the Environmental Protection Agency and other agencies has taken place.
Members of the community who may be impacted or have questions can contact 1-800-876-9291.
The cause of the spill is under investigation.
The Pegasus pipeline is a 20-inch pipeline which originates in Patoka, IL and carries crude oil to the Texas Gulf Coast.
Customers have been notified and efforts are under way to minimize any potential impacts.
Since the initial announcement, Exxon has posted two updates:
- Cleanup Operations Continue (March 30)
- Update on Cleanup Operations (March 31)
A Facebook page for Exxon Mobile (misspelled) has critical posts but no voice of the company. If this isn't the company's page, then it should be removed, if possible.
Exxon has posted a few tweets, but only on April 3, a full five days after the spill on March 29.
Discussion Starters:
- What should Exxon communicate, if anything, on social media? How should the company address comments such as the one above?
- Assess Exxon's website statements. What works well, and what would you suggest changing in the three posted so far?
Restaurant Berates No-Shows on Twitter
Noah Ellis of Beverly Hills restaurant Red Medicine did what most owners would like to do but wouldn't dare: called out no-shows on Twitter.
After the public shaming, Ellis was unapologetic to the LA Eater:
"The a**holes who decide to no-show, or cancel 20 minutes before their reservation (because one of their friends made a reservation somewhere else) ruin restaurants (as a whole) for the people who make a reservation and do their best to honor it. Either restaurants are forced to overbook and make the guests (that actually showed up) wait, or they do what we do, turn away guests for some prime-time slots because they're booked, and then have empty tables."
To ABC News, Ellis seemed calmer and explained the impact that no-shows have on the restaurant:
"We're a small restaurant. You can see there's about 54 seats in the dining room. When you lose 20 people in that kind of peak time of the time it's inconsiderate to the other guests."
Ellis also admits that he was frustrated:
"The intent was never to focus on or draw attention to these specific people, it was more to put names to a problem to get some attention and get people discussing it."
Discussion Starters:
- How do you assess Ellis' approach: just desserts, over-the-top, or something else?
- How else can restaurant owners manage no-shows?
Emails Reveal Legal Bill Padding
Lawyers should know better than to send joke emails they want to keep private. Emails among attorneys at DLA Piper, the world's biggest law firm, have become public in a lawsuit about overbilling.
The suit is a counterclaim by an energy executive who has $675,000 in unpaid bills with DLA Piper. In the suit, Adam H. Victor accuses DLA Piper of inflating billable time by performing unnecessary tasks and taking too long to complete them with too many staff.
The emails seem to confirm his claims. Here are two examples, captured by The New York Times. In the first, an attorney says that "random people" were working on the case "for whatever reason" to "churn that bill, baby!"
In a second email, an attorney gloats about going $200,000 over the firm's estimate.
Discussion Starters:
- Describe what you perceive to be the working environment that supports these types of emails. In other words, what makes these acceptable-perhaps even encouraged?
- How do emails become public in such situations? Aren't they private-just sent to one or two people?
Ford Regrets "Distasteful" Ads
Ford is doing damage control after a PR firm created two ads showing a Figo truck with women tied up and gagged. In one ad, the driver is former Italian prime minister Silvio Berlusconi, in the other, Paris Hilton (with Kardashians in tow). The tag line for both ads is "Leave your worries behind with Figo's extra-large boot."
JWT India, the PR firm, admitted to creating the ads as mock-ups, or creative examples, without Ford's approval. Still, WPP, JWT's parent company repudiated the ads:
"We deeply regret the publishing of posters that were distasteful and contrary to the standards of professionalism and decency within WPP Group. These were never intended for paid publication and should never have been created, let alone uploaded to the Internet. This was the result of individuals acting without proper oversight and appropriate actions have been taken within the agency where they work to deal with the situation."
Although the company wasn't involved in the design, Ford submitted its own statement to explain the ads:
"We deeply regret this incident and agree with our agency partners that it should have never happened. The posters are contrary to the standards of professionalism and decency within Ford and our agency partners. Together with our partners, we are reviewing approval and oversight processes to help ensure nothing like this ever happens again."
Discussion Starters:
- Consider the view of JTW's creative team. What is possibly their defense of the ads?
- Assess the two companies' statements. In what ways did they handle the response well, and how could they have improved the response?
IRS Criticized for $60,000 Training Video
You would think that government agencies would learn the lesson that taxpayers don't like footing the bill for expensive training. About this time last year, the General Services Administration (GSA), which oversees purchasing and cost-cutting policies, was caught spending $822,000 at a conference in Las Vegas. Now, the IRS is being criticized for creating a $60,000 "Star Trek" parody video for leadership training.
When Miller refers to the "island theme," he means Gilligan's Island, of course.
Discussion Starters:
- What's your view of the IRS' video series: justifiable business expense, flagrant misuse of taxpayer dollars, or something else?
- What are alternatives for the IRS to get its points across? Could the agency use another approach for training on specific topics?
Twitter Turns 7
To celebrate its seventh birthday, Twitter produced a video to show its accomplishments and a few historic tweets.
Here are some stats about Twitter from 2012, of particular interest to business communicators:
- 56% of customer tweets to companies are being ignored.
- 32% of all Internet users are using Twitter.
- 34% of marketers have generated leads using Twitter.
The average age on Twitter is 37.3, according to Pingdom, compared to 40.5 for Facebook. As Twitter declines in average age, Facebook has increased-about two years in the past two years for each.
Discussion Starters:
- How do you use Twitter, if at all? What value do you see for you personally?
- What would inspire you to communicate with company via Twitter rather than Facebook or an online form?
BP Skirts Wikipedia Rules to Edit Content
British Petroleum is accused of rewriting 44% of the company's Wikipedia entry, particularly about its environmental record. It's bad timing, as BP prepares for an April 5th federal hearing about potentially billions of dollars the company could owe in a class-action suit about the 2010 Gulf of Mexico oil spill.
Although the contributor explains his interests on his Wikipedia user page, "Arturo" has more influence than people believe is appropriate. On his page, Arturo writes,
"I have established this account to help improve BP-related articles in line with Wikipedia standards and guidelines. In the interest of full transparency, I chose 'Arturo at BP' as my username so that my affiliation with BP is abundantly clear to all parties I may interact with on Wikipedia. Per WP:ORGNAME, I believe that this username is appropriate, and I should point out that I will be the only person to use this account.
"Out of respect for guidelines on conflict of interest and the importance of a neutral point of view, and in recognition of the ongoing debate regarding companies' involvement on Wikipedia, I will only be editing Talk pages and will not make any edits to encyclopedia articles. My primary goal in being active on Wikipedia through this account is to improve the overall quality of BP-related articles in line with Wikipedia guidelines."
True, Arturo does not directly edit Wikipedia pages about BP, but he does contribute content via his "Talk" page on Wikipedia. Apparently, this content is approved by BP executives. One logical concern is why Wikipedia editors are simply copying and pasting Arturo's entries.
On an editorial Wikipedia page, comments are flying about whether BP's actions are appropriate:
"A paid editor from BP is writing up material for the BP article and for the BP environmental section in particular.
"He does pay attention to the letter of the rules, but I don't think it is anywhere near the spirit, e.g. he checks with his higher-ups before responding to any questions."
Discussion Starters:
- What's your view of BP's contributions: fair play, crossing a line, or something else?
- How, if at all, does this news affect your image of Wikipedia as a reliable source?
Good Grammar Improves Job Prospects
A study by Grammarly examined 100 LinkedIn profiles and found that good grammar improved job prospects:
"Professionals with fewer grammar errors in their profiles achieved higher positions.
Those who failed to progress to a director-level position within the
first 10 years of their careers made 2.5 times as many grammar mistakes
as their director-level colleagues.
"Fewer grammar errors correlate with more promotions. Professionals with one to four promotions over their 10-year careers made 45% more grammar errors than those with six to nine promotions in the same time frame.
"Fewer grammar errors associate with frequent job changes. Those who remained at the same company for more than 10 years made 20% more grammar mistakes than those who held six jobs in the same period. This could be explained in a couple of ways: People with better grammar may be more ambitious in their search for promising career opportunities, or job-hoppers may simply recheck their résumés between jobs."
One-hundred is a small sample size, but the results aren't surprising. In another survey, 11% of employers who checked applicants' social media posts did not hire them because of "poor communication skills." I might assume that included poor grammar.
Although few spelling mistakes were found on LinkedIn profiles, probably because of the spell-check feature, careless and grammatical errors could be a dealbreaker for your future employer.
Assignment Ideas:
- Review another student's LinkedIn profile. Do you find any errors? If so, how does this affect your opinion of him or her as a job candidate?
- Look at your Facebook page, if you have one. If you were a potential employer reviewing the page, what would be your impressions?
- Consider making changes to these sites and other social media spaces that employers may visit.
Is Yahoo!'s Hiring Process Too Long?
Marissa Mayer, Yahoo!'s new CEO, is criticized once again. Recently, she made headline news for asking remote employees to work in an office. Now, her employees are taking issue with what they consider to be a long hiring process.
Business Insider outlines her process, which includes teams of people interviewing each candidate and Mayer's final approval of every new hire. One employee complained to Business Insider, "It's a big waste of senior people's time to be sitting in all these interviews and generating all this paperwork & so on. And, teams suffer and productivity suffers while we endure the endless waits to bring people on."
Apparently, forms have to be filled out, and decisions can wait for weeks. Employees worry that Yahoo! is losing good candidates because offers aren't extended quickly enough.
But some of Mayer's requirements aren't unusual for technology companies. Google CEO Larry Page approves every hire, and Tim Page, AOL CEO, did the same when he first joined the company.
A little more control might be just want Yahoo! needs. Some say expenses are too high, and perhaps Yahoo! hasn't hired top talent in the past. Can we blame Mayer for acting like, well, a CEO?
Discussion Starters:
- As a job candidate, how long do you think the hiring process should take, from when you send your resume to when you receive a job offer?
- How would you handle a situation where you're waiting to hear from your first-choice employer and receive another offer?
MIT Media Lab SXSW Faux Pas
As the rest of us watch the snow fall, participants in the SXSW interactive festival in Austin are enjoying the technology, music, and general coolness of the event.
Festival mainstay MIT Media Labs surprised people with its promotional wristbands that many considered sexist. The bands were given to people who attended an MIT party.
In a blog post, the organization published this apology:
"We appreciate all of the feedback we've received about the party we hosted at The Parish Underground on Saturday night at SXSW. While we received a lot of positive responses, we want to address an issue with the wristbands that were given to people who came in the door. They were offensive and in no way reflect the sentiments of the MIT Media Lab. These wristbands were provided by the venue, and while we didn't realize what was printed on them until after they'd been handed out, we should have prevented the situation from occurring in the first place.
"The Media Lab is firmly committed to supporting women in the sciences, computing, arts, and engineering. We don't like – and certainly don't want to support or disseminate – offensive messaging. We appreciate those of you who noticed the wristbands and pointed them out to us; please accept our sincere apology."
Discussion Starters:
- What's your reaction to the wristbands: clever marketing, offensive, or something else?
- What's the significance, if any, of MIT Media Labs distributing the wristbands at SXSW?
- How do you assess the organization's apology?
Hyundai Apologies for Ad Capitalizing on Murdered Baby
Hyundai Motor Company has apologized for a social media post linking car safety to a murdered two-month-old baby. The baby was abducted from an SUV and then strangled and buried in the snow. Of course, people were horrified by the event and took to Weibo, China's microblogging site for consolation and updates.
A post on Hyundai's Weibo account referenced the new Santa Fe SUV's safety features. The company says it was posted by a non-employee and has since deleted the post:
"A few thoughts following the Changchun stolen car and child incident: When buying a car it's completely okay to choose brands with better technology. Tianhe Buicks carry the OnStar GPS system, which can track down the location of a stolen vehicle at any time and automatically report it to the police. Feel at ease, have peace of mind, if you're going to buy a car, why not choose a completely safe Buick!!!. Sales Hotline: 024-86547880 86547881 QQ:521279389 2523275273 www.inthbuick.com"
In an email to Bloomberg, Hyundai apologized:
"We pledge to be more vigilant in managing our social networking service accounts, while we send our deepest condolences to the victim's family. Hyundai Motor is a responsible corporate citizen that is not in the practice of taking advantage of tragic incidents."
According to Bloomberg, GM has been more reluctant to comment:
"Dayna Hart, a Shanghai-based spokeswoman for GM, which owns the Buick brand, said the U.S. automaker is monitoring the situation and isn't ready yet to comment."
Aside from the egregious overuse of exclamation marks, the post does what other brands have regretted: "newsjack"-take advantage of news for the purpose of sales. Some strategies work well, such as Oreo's tweet during the Super Bowl. But many others have failed because of poor taste and inevitable backlash.
Discussion Starters:
- What other companies have tried newsjacking and failed?
- If you were consulting for a company, what criteria would you identify to help the management team decide whether to hook into something trending on Twitter or Weibo?