Everybody, welcome to the Virtual SIP Computational Biology Seminar, sorry. Today we have the pleasure to have Philippe Le Mercier, who kindly accepted to give a talk on one of the SIB resources. So I will briefly go through his bio. So he did a study and did a master and a PhD in biology at the Institute Pasteur in Paris, where he worked on the reverse genetics of rabies virus. Then he moved on for a postdoc at the Department of Microbiology and Molecular Medicine at the University of Geneva, where he worked on the reverse genetics of another virus called SandEye. Then in 2004, he moved again and became curator at the Swiss Institute of Bioinformatics in Geneva, where he worked there for four years. And then since 2008, he's the head of the virus program at the SwissProt and UniProt KB at the same place at the Swiss Institute of Bioinformatics in Geneva. So I'm very happy you're here and the floor is yours. Thank you very much for inviting me. I'm going to present to you the web resource VALZONE from the Swiss Institute of Bioinformatics. So the main topics of this web resource is to bring together the textbook biological knowledge with a sequence from the sequence database to put all the data together and to allow to mix them. So for example, on VALZONE, you get some taxonomic index, the bread and butter of VALZONE are fact sheets. This is a Flavivirus fact sheet. And these fact sheets are linked to sequences from UniProt to some analysis tools and manufacturers. So while having a resource specifically dedicated to viruses, it's because these entities are quite diverse, very much diverse and cellular entities, and there's a lot of hidden knowledge about it. So we need people who are needing some sort of resource to reflect that. So this is the shape of human viruses that are to the scale on this slide. For the rest, they are not to the scale when they are put together. So you see Ebola virus is very quite big compared to others. You see the viral avarice which are disappear, the herpes, rabies, these are respiratory viruses and measles as well, HIV, influenza or adenovirus. And you see some hepatitis, polyvirus are quite small. So you see between a parvovirus and Ebola, it's extremely different. So their biology are different and their origins are very different. That's why we built up this resource. So this is the homepage of VALZONE in which you have a classification called the Baltimore which is a virus specific to access to different viruses. You can make search as well and you have a lot of different links. You have molecular process pages which are sort of controlled vocabulary. I will depict you later on the application cycle. So for this talk, I will focus on Ebola virus because it's quite a start these days with what's happening with this last outbreak. So for example, to access Ebola, we could access by several minutes but you can just type into the search box and it's a smart search. It proposes you different things. So with Ebola virus, you will end up with that. So it will give you access to fact sheets for either the genius, the family or the whole Baltimore. So what is Baltimore? Baltimore is a very specific classification. The reason is that for cellular organisms, you have a unique common ancestor called LUCA and you can reflect all of the cellular organisms from one ancestor. For viruses, it's not at all the case. On the tree of life, viruses would be like an IV. I mean several roots are going from branches to branches all the time and changing, jumping from others. So it's quite complicated and it's not a dichotomic history like we have for cellular organisms. And that's why we needed some kind of classification. Also, they're extremely variable in sequence. So this is just to show you, this is higher ocariot rotation rate compared to genome size, lower ocariot and procariot. And you see that viruses are going very, very deep in mutation possibilities at each replication cycle, especially RNA viruses. So the classification we have for all of them is called the Baltimore because it was named after the Nobel Prize David Baltimore. And basically it's based on the nature of nucleic acid inside the virus. So you get all sorts of possibilities. For cellular organisms, you just have double-strand DNA. But viruses, they got all possibilities. Single-strand DNA, double-strand RNA, negative-strand or positive-strand RNA and reverse transcriptase, there are two kinds of possibilities. So this is a slide depicting how these organisms are making messenger RNA. So knowing the Baltimore group tells you how the virus has to deal with molecular biology to express messenger RNA and things like that. So there are things that come on in this group but they are not necessarily of the same origin as well. So in viral zone, these buttons correspond to the Baltimore classification. And here we have negative-strand RNA viruses. And that's where Ebola virus is. Also you get influenza virus. You get rabies virus here. So on these pages I've put color code. And you see pink means that it's infect human. The yellow is for insects, green for plants and things like that. So you see this kind of virus that don't infect bacteria, for example, or archaea. It's just a carrot and even not a smaller carrot, just higher carrots. So when you click, you get into the Ebola fact sheet. So you got several things. You got access to a picture depicting the variant, the genome, different vocabulary concerning gen expression or replication, links on some information on disease, host and things like that. And access to sequences and reference trends as well. So for example, on these little tags, you can click to get access to the protein sequences. And you have two kinds of listing, either by strain. So you got here the reference train of Zaire Ebola virus. And you got all the nine genes of the virus. Here you can just look at the polymerase and you got all the polymerase created in Swiss port or the nuclear protein. And you got some tools you can align, retrieve and things like that. So you can see either by protein or by organisms. So this virus is quite small, just nine point ring frames. So it's easy to see that that way. So we have graphics which are quite popular actually depicting the variant, the shape and the dimension on the genome as well. As I told you, many viruses are very small. So it's quite easy to show the genome. If you would do that for humans, it would be nice to look at. But for this small, it's quite easy. You see that the colors are the same in the variant and in the genome. So you can see, for example, the nuclear protein is green. So it's here. You see why it is in the variant. The black protein is yellow. So it's in the surface and so on. These pictures are not just made to be beautiful, but are meant to reflect the real shape of the virus. For example, I'm using as much as possible cryo-M pictures, but the images and only the nuclear classic are not too scared because it would be too tiny to be seen. Just to show, so we have an Android of variant picture to show you the diversity. For example, you have some plant viruses. They got several capsid because they got segmented genome. So each segment is in different capsid. You have rota viruses, for example, which are infecting your gastrointestinal tract. And you see that there are three layers of capsid, which makes them quite resistant to your digestive system because there are three layers to get off because you can inactivate. You have M13, much used in laboratory, which is a completely filamentous virus. And many others. Again, some others. This is archaea variant, quite special. You don't know much about them. This is papioma, once making warts in your skin. The herpes viruses. And these are the common bacterial viruses, the Codovirals, of three kinds of them. The Bacillovirals, which I choose in laboratories as well. And this is the Mimivirals. So I told you it's not too scale because the Mimivirals were very big otherwise. So, beside this graphical information, we have more interesting information in the form of control vocabulary and everything which is specific to virus biology. Because we consider that the cellular biology, the common biology, the ribosome translation would be known. And we just focus on things that are specific in terms of this virus. That a common cellular biology will not be able to know. So, in this text, we have gene expression, there are links to control vocabulary pages on which you get some pictures depicting what's happening, some texts, links to publications, and sometimes a listing of all different viruses doing the same thing. So, for example, this is influenza. You can see how it creates polyA by special ways, special VR ways, how it's stealing the cap of messenger RNA. So, the cells are really able to define themselves by finding that the cap is not of cellular region. So, influenza is stealing cellular caps. So, it's quite fine. So, I bronze to the different kind of vocabulary we have. We have vocabulary special for entry. So, all the different ways of virus can use to entry in all their cells. So, basically, they enter by the trigger, what we call an ITMI signal. Actually, they don't really actively able to enter a cell because they don't have enzymes or what's static. So, they manage to bind something on the cell that trigger ITMI signal on the cell, actually, then do the job of eating the virus. They just do nothing. Just have to cross the membrane after all that the only function it has. Then, the control vocabulary corresponding to replication, transcription, and translation. So, you see cellular process are using mainly bidirectional replication and the virus are using because of the nature of the genome, wide variety of different replication mechanisms, as well as transcription and translation that are really fooling the ribosome in many different ways. So, they are very small. So, they are able to make the most of their coding sequence by fooling the ribosome, by making frame shift, backward, editing, whatever you imagine. And so, they got many, they are able to get many proteins from one gene with special tricks. So, the exit pathways. So, the worst one would be the lysis. That's where the virus is actually hurting the host because, like influenza, often lighting your cells. That's what makes you sick. Some are using exocytosis or more simple or other are using cell to cell so they don't get out actually. It's mainly fungus and plants. So, how do we really link that knowledge to the sequence data? Because this is human views of knowledge, the virtual fact sheets. So, we're using control back library. So, here, with Yershikov. And for that, we used three kind of control vocabulary that are linked together. So, these are the virtual fact sheets that I show you which is kind of contextualization and with the virtual vocabulary. So, these vocabulary is completely linked to uniprot keywords. So, we have the same concepts in uniprot keywords and in Go terms. And all of those are linked together. So, it means we have like 200 concepts that are linked by a valve zone. So, you can go, if you get this concept in Go, you can go back into valve zone and then in uniprot or whatever because they are linked together. So, the way we are curating that is we are reading the literature. It's manual curation. We are using uniprot editor to put the keywords in uniprot. The Go annotation is either made manually or if we put a keyword which is linked to Go, automatically the Go will be there but it will be an automatic link that would be no publication associated with that. And we, of course, make valve zone manually. So, we do all together. This is an example of the control vocabulary which is linked. So, you see under the boxes it's not very seen but you have the keyword uniprot, the Go term and the valve zone page ID. So, for many of them you got the three. For some of them you don't have, for example, a Go term because it's too much in detail and it's not the purpose of Go to go that way or different things but mainly all of them get three addresses. The way it works is that so in valve zone you get an interaction menu, for example you can get details and here you have links to all entries related to that uniprot through the keyword or to all entries related to the Go term. Which are the same list actually but it's quite different views but they are the same list of proteins because there are links together and you can close from Go to valve zone to uniprot as well. We have a sidebar as well which gives a lot of small information like links to some valve-specific pages or resources taxonomy we have reference trains and we depict a little bit more after some information on host and disease. So, reference trains are reference proteomes now they are because we got a lot of valve entries and there's complete genome in the database because valves are small so it's easy to get that or for example in influenza we have like 40,000, 50,000 entries getting in so the question a user is if I were to look at one one annotation which one should I get so this is a purpose of reference proteome, this is a golden standard we put all the data the Go term, the keywords and the papers we try to put everything in that sequence so users can get access to it otherwise it's split between many many viruses for example, hepatitis C we are unable to make cell culture of hepatitis C so we just have samples taken from human cases it means that every laboratory of the world have a different hepatitis B sorry, hepatitis B when you try to put the paper to each train so you get hundreds of trains or each one shows a little bit of information for a user to get it back it would mean they have to go all through them so we put everything in a reference train and the fact that it's not this train that showed up it was showed up, it's indicated in a way but in one place you get most of the knowledge of hepatitis B it's still a true region yes no, no yes, it's true entry in which we put every knowledge and we still trade that back to the original train of course, meaning that we think that the function is shared otherwise we are going to do that so for example, in influenza you get 400,000 entries right now some of them are reviewed and the golden standard only 13 restraint entry of Puerto Rico the fun about influenza that you see it's quite small there are only 8 segments of influenza encoding for 12 to 14 proteins so you see that the ribosome alternative splicing are doing a lot of interplay to make many different proteins for one gene and the fun that influenza has been studying molecular things more than 30 years and it's only 8 segments and we keep discovering new operating frame I mean in the 12 14 you have 4 proteins that have been discovered in the last 3 years so good luck with the human genome because it's very small and we keep getting new things which tend to be important for most of them so in the end of the day we got 401 we didn't manage to make 400 reference proteome that are supposed to represent all known viruses I said known viruses, I mean the one which have been classified and studied of course it's just a part of the viosphere which seems to be quite big and it comprise 16 proteins so it's most of the diversity it reflects most of the diversity of non virology today when we have more than 2 million operating frame seconds in the databases so this is what called the viosphere, it's also a multi more classification with small graphics of different viruses we have some replication cycle for few viruses it takes a lot of time to do that for example this is the one for Ebola, so again we linked to the control vocabulary and we get some pop up and things like that so Ebola it's quite simple, it triggers it means signal by micro pinocytosis because it's quite big so it's not going to be able to enter an endozoom or things like that so the cell actually captured it and put it inside then the virus is making a fusion where the only activity it has is the fusion which is quite standard in various envelope viruses and then it can start directly in the cytoplasm it's replication because it's all RNA it's RNA business so it can go in most cells it's working quite fine all the cells are making RNAs pretty much so they got ribonucleotides as much as they can so they just replicate, they make a few blocking of anti-viral systems interference in the RNA sensor and then they are able to get out and to finalize the cell at the end so this is very important the way the virus interacts with the host because it really determines the success of the host in the cooperation between the two organisms into the interaction and actually the modern cells have a very big anti-viral defenses very heavy and for a virus to get into human cells for example you need a handful of keys to get down all this anti-viral system and to enter specifically on things like that so it's a race of arms between the cell and the viruses so for example for influenza virus you know that human influenza are not like avian influenza are not really susceptible to avian influenza and for several reasons we have differences inside the receptors in mammals compared to avian and in human a few million years ago we lost a gene encoding for a neuraminic acid but it just lost in human and not in other mammals and it seems to prevent most avian influenza again to enter and the ferrets have lost the same gene so that's why ferrets are good model for a human influenza is just for human so you see we lost this gene it means that we are much less susceptible to zoonotic influenza which is quite good for species but the virus managed to create a special human strain so it's still a bit better I think because you are susceptible to human strain but not all the circulating strains but you cannot really silence the virus they managed to evolve very quickly so there are a lot of differences and the virus has a lot of counter differences just to show the difference this is a HIV replication cycle which is more studied actually much more than Ebola to study Ebola you have to work on a P4 it's quite easy and difficult to do that because it's very dangerous viruses when for HIV you can work in a P3 and a million of dollars on HIV so we have much more knowledge but you see it's quite different on this one you have to enter into the nucleus of the cell so that's why not all the cells are able to be susceptible because you need to cross this nuclear pore on some cells it's not allowed for the virus to do that so it has a lot of control measures to be able to do this stuff and then you have to get out as well so there are quite different things for HIV and it's dedicated to T lymphocytes so we have a lot of keys to enter T lymphocytes but not other tissues so we arrive at the end so in Valzone besides all the system we have also developed a few e-learning we have some phylogenetics for last multiple alignment for example for last multiple alignment we have 100 pages and this course have been created in collaboration with FAO and EAAE and focused on animal viruses so we arrive at the end so the statistics of Valzone we have we have 407 various pages fact sheets and about 100 Valfamilies more than 2,000 static web pages because you have 4 static web pages for each it's genius on all the control vocabulary and things like that a lot of unique pictures the number of visits is increasing every year we still did not eat the roof it will happen some day but we are at 26,000 visit per month and a lot of page views for many countries but it's many like 37% from the US and the second is like 6% so it really a lot of virologists must be in the US I don't know so thank you for your attention this is the Valzone team so thanks to the curation team Edward Castro is making all the programation stuff and Lydie Bougalre is the Swiss Port operation director and he is the group leader of Swiss Port


This is my collection of feathers, these are my feather wings, one of them are prototype feather wings designed for the Adafruit feather platform which a lot of people contribute to which is awesome, good to see lots of feathers out there. But another popular format nowadays is the Pico format used in the Pico W and the original RP2040 Pico. We started with the first cowbell which was the proto cowbell which just had a reset button and a STEMI QT port and some prototyping header. The next one I want to do is to port over this Adalog or feather which has an RTC battery and micro SD port socket to the same format. So this is my design over here, I've got a micro SD card here, this is that battery holder which you can see just basically fits right between the outer headers and RTC and a STEMI QT port. So I'm going to send out this prototype and hopefully it'll all work.


Hi, and welcome to this session where we walk you through what the customer journey is and why it's important to start mapping yours now. And putting the customer at the heart of your organization is no longer a nice to have. It's an entry-level requirement to having a successful business in 2021. And today, two out of three companies do not map their strategies to the customer journey, giving you a huge competitive advantage if you take it. So we'll start this presentation by taking a closer look at what the customer journey is and why you should map the journey. And then we will show you how you can map the journey for your organization and how you can use it to reduce costs, increase revenue, and create a better customer experience. And we will give you some examples on what you should prioritize and tips to optimize your existing processes. And this, of course, is connected to how you work in your CRM solution. And we will show you how 360-degree CRM will help you deliver better communication and meet customer expectation at every step of the journey. And at the end of the presentation, we will give you some tips to succeed with the journey in the long run and some information on your next steps after this webinar and where to reach us if you need help from our CRM experts. My name is Jeanette and I work as a customer experience operative in RSAX team in Superoffice. And our goal is to help you get the most out of your CRM solution by showing tips and tricks, new opportunities, and processes. And the customer journey is something I frequently talk about in webinars and presentations and I'm very excited that you're here today to learn more about how you can create great experiences for your customers. And if you have any questions during the presentation, you can use the chat if you log in with your Google account. But of course, you're welcome to send us an email or contact your contact person in Superoffice directly. And we will send out a follow-up email with some more inspiration and a link to the webcast after this session is over. And if you have any questions or feedback, you can also respond to that email as well. And remember to subscribe to our YouTube channel and hit the bell to be notified when we're live or publish a new video. So let's start by talking about the customer journey and what it is. And a customer journey is the complete experience a customer has with an organization. It encompasses all customer interactions across all channels, devices, and touch points throughout every stage of the customer lifecycle, from awareness to loyalty. And the touch points are seen from the customer side and not from the business perspective. And this helps to prevent an inside out thinking. And companies use a wide range of channels to communicate with their customers but often fail to connect each activity with the customer journey. And sales and marketing strategies become isolated from one another, which leads to a disconnected customer experience. And it's important to look at this as a loop and not a funnel or a straight line of steps or activities we think or want the customer to take. This is their journey. And instead of looking at just a part of a transaction or an experience, the customer journey documents the full experience of being a customer. So how do you make sure that the customer experience with your company is a positive one? You start by mapping the customer journey. And mapping up the customer journey can be split into three distinct stages. Number one, drawing out the customer journey lifecycle. Number two is identifying company and customer touch points. And the third, analyzing gaps between existing strategies and expectations. And it's important to note that the customer journey cannot be drawn out from your own perspective. It has to be drawn out from your customer's point of view. And this means that you put yourself in their shoes and think like a customer. And to do this, you need to speak with your customers and collect what is known as voice of customer feedback. And here's some sample questions that we use during our own customer journey process in Superoffice. We've asked what happened inside your company that caused you to search for a new product? Or what is your research process for finding a new product? And how did you find Superoffice? How important is a free trial during your buying process? Or specifically, what made you choose Superoffice versus another competitor? And hearing the steps your customers took to make a purchase with you is incredibly valuable. And yet surprisingly, only one in five businesses collect this kind of feedback to improve the customer journey. And if you're not optimizing the journey based on what your customers do, then it's nothing more than guesswork. And here's a great example of when guesswork, as in most cases, goes wrong. In 2015, Superoffice launched a free trial offering. And for more than three years, our main call to action on the website was to promote a free trial. But when our CMO Jennifer interviewed our customers in August of 2018, we found out that free trial is actually not part of the buying process for our ideal target customer. Instead, they prefer to sign up for our live demonstration. And their demo form was actually difficult to find. In other words, we were making it difficult for our ideal target customers to buy from us. And since then, we replaced our main call to action from a free trial sign up to a demo request. And by doing so, we've seen a number of requests from our target audience increased by more than double. And optimizing the customer journey based on direct feedback resulted in 174% more signups from our ideal target customer. Now imagine being able to scale these results across every phase of the journey. This simple interview process helped us understand our customers needs better. And once you understand the needs of your customers in all phases of their lifecycle, you can then meet and exceed their expectations at every phase of the customer journey. But before we go into the discussion of phases, let's take a look at what the benefits of mapping out the customer journey are for your business. And there's a comment saying that you can't understand someone until you walked a mile in their shoes. And that's exactly what the customer journey maps do. They help you put yourself in different customer shoes and understand your business from their point of view. And a journey map will tell you where you are right now and how to get to your desired destination. Imagine being able to predict the next step of your target customer. That's a superpower of the customer journey. In fact, this is the exact reason why 69% of businesses list the customer journey as a top investment priority. An Aberdeen Group research paper found that companies with a formal customer journey program experience year-over-year growth that includes 18 times faster average sales cycles, 56% more cross-sale and up-sale revenue, 10 times improvement in customer service costs, and 5 times greater revenue from customer referrals, and 54% greater return of marketing investments. And the same story by Aberdeen Group found that only 36% of companies have a process to map out the customer journey, making this a huge opportunity to create a competitive advantage for your business. To get started with yours, start thinking about why and how you will use the map. And the map will help you to visualize customer motivations, drivers, and pain points. It will help you to create cross-team alignment around the business and remove internal silos and clarify areas of ownership. And also make improvements and convert more visitors into customers. So here are some tips for you to get started. Before you start, define the purpose of your customer journey map and set the right expectations. And then you have to gather your cross-functional team. And then you have to decide what journey to map, decide who's journey you're mapping, and decide the levels of details in your journey map, like, for example, focus on a certain stage with more details or more general overview of the whole journey. And then using the map to get results, you can use it for innovation and idea generation based on customer needs, for easy collaboration, and as a change plan. So let's start with an easy overview. The customer journey is linked to each instance that the customer comes into direct contact with your company or product. And before purchase, the customer will come into direct contact with online advertising, social media, and email marketing. After purchase, they will come into direct contact with sales teams, consultants, and your company website. And after purchase, they will come into direct contact with training material or follow-up inquiries and future customer marketing communication. And broken down, the customer journey consists of seven phases. It's out of market, trigger, initial brand consideration, active evaluation, purchase decision, and experience and loyalty. And let's take a look at each phase and the customer mindset in more detail, starting with the out-of-market phase. And in this example, we'll be viewing the customer journey from the perspective of a business-to-business customer, like, for example, someone looking for a CRM solution like SuperFace. So we'll start by out-of-the-market phase, and this is the customer that's open to inspiration. The customer attends industry conferences, reads thought-data-ship content, and stays updated on new trends via social media. And in the trigger phase, being proactive, the customer uses Google search, video platforms like YouTube, for example, and reads more niche blogs. And in the initial brand consideration, they will maybe look at a long list of providers, and the customer visits company websites, comparison sites, and review platforms. And then in the next stage of active evaluation, because trust is important, so the customer may download research papers from the vendor, reads in-depth case studies, and customer references before requesting a live demo. And when it comes to the purchase decision, they will deal directly with the sales team, and then the customer will sign the paperwork. And in the next phase, in the experience phase, in this case the implementation phase begins, and the customer is given access to onboarding material, which includes user guides, training documents, and product videos. And in the loyalty phase, the solution is rolled out company-wide, and when needed, the customer has access to phone and email, customer service teams, live chat on the website, self-service support, and a knowledge base. And it's of course a very simplified version of the customer journey and its key touch points, but it shows how important it is for a company to be actively present where its potential and existing customers are. For example, do you actively speak at an industry conference? Is your business listed on vendor comparison websites? Is your website visible in Google search? And if you answered no to any of these questions, then chances are that your potential customers simply won't find you. Said another way, if you don't base your strategy on the customer journey, then you will lose out on new business. So after the phases, the next step is aligning your strategy with the customer journey and optimize your processes. And let's say you've drawn out the customer journey and the touch points from your customer's perspective. You can now map out the touch points you use to try to reach your customers today based on your existing business strategies, allowing you to identify the gaps. And this is a simple table that can work for the gap analysis exercise. For example, today we use direct mail to reach out of target buyers and we use social media as a way to engage with prospects in the trigger phase. And once you've mapped out existing touch points, you can then layer them on top of your customer touch points, providing you with an overview of what you're currently doing today versus what you should be doing to reach your customers.  Sales and marketing teams are aligned, customer churn is low, and your customer base is happy and loyal. But usually there will be a mismatch in activity and expectations. So once you've completed this exercise, what's likely to happen is that you will notice two key points. One, you're spending too much time on activities that don't impact the customer journey. And number two, you're spending too little time on activities that do impact the customer journey. And based on this, you need to prioritize what you do based on what's more important, activities that align with the journey, versus activities that don't align with the journey. And it's easy to think that you have to start at the beginning and prioritize before the purchase phases, working your way from left to right. But it's equally important to give attention to the during and the after phases. And that's why your serum solution comes in handy. Combining people and processes and technology to support each stage of the journey will help you create a better experience, a better service, and simply utilize your resources more efficiently. And if you're having trouble choosing what part of the customer journey to start focusing on, here are some guidelines. Pick a customer journey where you can have an effect on important KPIs, and the result can reach the customer, and the actions are within your mandate. Remember, you can start small and show results rather than trying to convince colleagues to completely change how they work. And if we look at the SuperFest CRM, the solution can help you put the customer first and at the core of your business to provide a positive experience and build long-term relationships. A customer-centric way of doing business is focused on providing a positive customer experience before and after a sale in order to drive repeat business, enhance customer loyalty, and improve business growth. And here's some example on how this might look like with SuperFest. And if we start looking at the before stage or the active evaluation phase, we can offer a chat on the webpage to be present and to make it easy to convert leads into customers. And then we can connect SuperFest with an app like Digital Signature to close the deal faster and make the process smoother. And the core of CRM is to have customer data in one place. And in SuperFest, everyone has access to all history under the company card, which also create a better experience for customers and employees. And then, of course, we can segment data with selections and make personalized follow-ups and create customer programs to make sure your best customers get attention. And this also means you can send the right message to the right people at the right time with email campaigns. And as the customers move from the experience phase to the loyalty phases, we can also collect sign-ups, update data and get important feedback with web forms. And we can use this to improve your journey and then deliver even greater experiences. And SuperFest service helps you to keep track of and answer all inquiries as soon as they come in and solve your customers' problems no matter whether they come by phone, email, chat, or web forms. Or you can help customers to help themselves 24-7 by building up a library of frequently asked questions or view requested history, ask questions, and search the knowledge base in the customer center. And out of the box dashboards will help you to understand what they struggle with and what you need to do to make your service even better. And when you have a process that delivers great results, then you can automate parts of the workflow with scripts or automation apps like Zapier to make the journey easier both for your users and your customers. And when you put your customer at the core of your business and combine it with a customer relationship management system like SuperFest, you collect a wealth of valuable data which gives you a full 360-degree overview of the customer. And this data can then be used to enhance your customer experience. But it's important to note that this is not a one-time thing. The map needs to be reviewed frequently just like you repeat the cycle of the journey to increase customer lifetime value and a reduction in turn. And here's some final tips to help you succeed with the journey mapping in your organization. Start by mapping the customer activities or situations first and then the touch points. Because if you map touch points first, then chances are you're trying to fit the journey into your existing process. And secondly, focus equally on what to start and stop doing. And scrap all the activities you're currently doing that have no impact on the customer journey and double down on activities that do. Thirdly, spread maps across departments. Co-create, share and engage to get everyone on board. Don't consider maps as only one department's property. The customer success is everyone's job. And also have mandate. Don't push on a specific experience if you don't have mandate. Start small and where it's possible to get started easily and with high impact. And make decisions and take actions based on customer journeys and consider the map as a change plan and not a static document. And remember to review and update as the need of the customer change. And also remember to align your business strategy and important KPIs with the customer journey. So what's the next steps if you want to start mapping the customer journey for your organization? There's many ways of doing this. Keeping the phases in mind and get the customer feedback first. Then start mapping the touch points and doing the gap analysis. And it gets be as easy as using post-its. You can put information in an Excel sheet. You can make easy flow charts or a program like Miro. Or there's also a specific software that can help you map the customer journey. Or maybe you consider doing a full workshop to map every step of the journey and also to align it with your strategies. And this is something our consultants and partner can help you with. Our team of experts can help you to define goals and KPIs, map business processes, create customer programs, set up measurements, and ensure end user adoption. And once your business processes are defined, we will configure the system to reflect how you do business and ensure that it streamlines all your activities for maximum business impact. But remember also that we have a community for our existing customers to learn more about super office and the different modules, to learn the essentials. We also have inspiration and an app store. And also the blog, which will give you much more insights and research on different business strategies. And we also recommend booking a meeting with us or with one of our partners to discuss parts of your customer journey and how we can align that with your CRM strategy. And if you're looking for useful tips related to CRM and inspiration on how to boost your sales, marketing and customer service performance, then you can attend one of our webinars or seminars to learn more about the possibilities with new apps and the latest features in super office. So check our webpage for upcoming events and I will also link to some useful resources in our follow-up mail right after the webinar. So that's it for today. Thank you so much for joining us and I hope you're looking forward to starting mapping your customer journey and deliver great experiences. And remember to like and subscribe to our YouTube channel for more tips and videos. Have a great day.


Yesterday I was challenged by head softball coach at Rowan University, Kim Wilson, to take the ice bucket ALS challenge. So I'm here today to take the challenge and I'm also going to make a donation to ALS and now I'm challenging Paula Famer, Mimi Griffin, University of Delaware head volleyball coach Bonnie Kenny and captain of the Immaculata women's basketball team Sarah Smith. Good luck. You have 24 hours to complete the challenge.


At this point I'd like to introduce our speaker, Marianne Adams. She's retired from the university, but she's gotten much more involved in the topic of today, our North Prospect Lincoln Sunset Local Historical District, which is a fascinating area. And I'm sure you'll be interested in hearing what she has to say. I'm going to turn it over to Marianne. First of all, can you hear me if I do my kind of classroom voice and try to? And if you can, then I will use a mic, but it's a bit uncomfortable. So just raise your hand if you don't hear me. As heavy as one does after years at the university, there are lots of handouts there. If you want to take any with you, they have the historical information, they have pictorial information, so that if you want information about that, the only thing I ask, not that is the book, because that's the only copy I have. Otherwise I have lots of copies. And I also want to give a shout out to Cindy, because Cindy was up there in the Jones archives. And Susanna Faden, who is here, the member of the study committee, and Ed Wilford, who is here somewhere, and Bill Gillen, who is somewhere around here. And I, and many others, really presumed on her hospitality, to pull out the tax records, to which street directory should we go to. I mean, this was, let me tell you, a fascinating research job, and it felt to me at least like my second dissertation. It was like sitting in the British Museum and having books brought to them. And Cindy was certainly up to that level, so I don't know if I said this. And I also want to say that this was very much a cooperative team effort. It ended up that we did 197 properties.  If somebody has come from Ireland or come from some other place and you wanna see the kind of lineage or if you wanna check if people are family members living in different parts of the district, it was quite a bit of fascinating research. And I think that we really helped each other. We could not have done it without each other. And I should say, finally, that we really did have community support. We only did this because this community recognized its historical, it's complicated historical value and wanted to document that and to preserve that. So there was tremendous community support for the work that we were doing. So mass Aggie isn't a terribly respectful term to use, but it really was the term of the time. It was the Massachusetts Agricultural College that was up at the North and the Amherst Business Center was essentially the intersection of Amity and Pleasant Street. And most of the development prior to the time that I'm talking about was on the Amherst College South side of that intersection. I have there for you and it's also on a handout. In case you wanna go online, it's the study committee that really has the interesting documentation for this. So you will find some of it in a local historic district commission part of the town website. But the study committee, we asked that that be kept up because there's so much more resource material there. Okay, so just a little bit of an agenda. We're gonna look at some maps. We're gonna look at some factors in the development of the housing north of Amity. We're gonna look at some of the architectural styles. We'll think about some of the notable residents. And then at the end, for those of you who are interested, there's a very important regulatory context for all of this. So that this really has legal standing and that's part of why we, why it was important that we do it right and it was also important that we do it. So this is the map and I'll come back to this several times and you may want to ask later on why some of the lines are so jagged. We'll talk about those later. I don't want to get at this point into the politics of creating a local historic district. The support of the residents and leaving out the people who would prefer that we not do that. And it's also very important because many of you know this. Some of you sitting here are residents of National Historic District homes. I think in this town, that was happening in the 1990s. The houses that are in the National Registry tend to be the older, more splendid houses. They're associated with people who are well known or incidents who are well known. And the interesting direction that social history is moving in is toward a broader demographic and multicultural, cross-racial, cross-economic history of towns. And that was really the direction that we were wanting to go in. It's also the case that National Registry is a great honor and you get a beautiful plaque and a very nice book. But your homes really are not protected the way they are by the regulatory power of the local historic districts in Massachusetts. And I'll get back to that as time permits. So the factors in the emergence of this particular area. I noted that really up to about the Civil War, Amity and Pleasant were the centers of town activity and the Amherst College was really the big deal in town. And several things happened at that time and subsequent. The 1853 Amherst-Belcherton Railway brought a number of new folks into Amherst. I haven't yet to figure out, and maybe Ed will add to this later on. I'm not quite sure what Belchertown connected to. In other words, how did the Irish get from Ireland to Boston to Belchertown to Amherst? They did somehow. But the railroad was a very important factor in 1853. And in 1863, the founding of Massachusetts Agricultural College was extremely important. So that the already existing commercial success of the town, the new opportunities presented by the university, the railroad brought about significant population expansion and economic diversity. And for our neighborhood, this mainly had to do with immigrants who came directly from Ireland, brought their families and then their families followed them, as well as a significant Northward movement post Civil War of African Americans, as well as free African Americans, already free, who came down from Vermont and elsewhere where they were had been farming. So that this was an interesting place for a very rich mixture of peoples of color, as well as peoples of different ethnicity, really living cheek to jowl. One of the factors for the Irish was the building of St. Brigid's, which was unpleasant. And once a black population had been established on McClellan and Besten and Page, they under the leadership of Moses Goodwin and several others established the Goodwin AME Zion Church. And I guess I could say in fairness, these were African Americans who did not wanna go over to the black church that had been established by Amherst College. They had a different style of worship and they created their own context for worship. So that to the north of the established part of town had mainly been farmland. There was the Henderson farm in the fearing area, the Kohl's farm, which becomes a street sign note up there and the Cutler farm, which becomes the Lincoln and Sunset. And there's an intermediary set of sales that would be impossible for me to track in a single slide here of sales and resales for development, to Hills, Westcott, Fearing, Mater, et cetera and et cetera, who then cut them into smaller and smaller lots, which were then bought by the new Irish and Black residents who had essentially crowded into rentals on Pleasant Street but then began building homes in what is now this LHD. So this gives you some pictorial sense of the changes in 1873 you could still write people's names on a map. By the time you get much later on, 1941, and I'm not going to be going that far, in 1971 we have numerous dots and I'll be showing you some other dot maps later on. So when we look at this expansion to the north and the west from Amity Street, McClellan and Besten were mainly built up by Irish tailors starting with John Besten, builders, laborers, carpenters and factory workers, living next door to African-Americans who were skilled craftsmen, cooks, domestic workers and maintenance staff at either at Mass Aggie or at dormitories for students where they provided the cooking and the care. That was a slightly different history from Page Street where that piece parcel of land was bought by Frank Page who had a livery stable and sold or gave for, and the records are not clear, lots to his livery workers and other workforce who were again Irish and black and that was a street that had a large number of African-Americans and those houses were essentially built in one year between 1888 and 1889. The North Prospect homes have a larger, longer history and a more economically diverse ownership. There was a drugist, a shoe dealer, photographer, a cabinet maker, there are also developers, the woman Emily Williams who developed some lots on Besten Street for Irish immigrants herself bought her own home on North Prospect Street. Lincoln Avenue starts a bit later and goes on longer. And it's, they're larger houses as you all know, built for professionals, merchants, bankers, et cetera. Really from the 1880s, although there are some earlier houses into the 1930s. And Fearing Street from the Fearing Estate, there are houses as early as 1870, 1890 and 1920s on with a similar class ownership to Lincoln Avenue and the Sunset Street where there were a few in the 1870s, 1890s, but mainly 1910 and on. Cosby interestingly, like Page Street, was a one or two year development built at the end of this building period, mainly for the large number of faculty and associated staff who were coming to Mass Agricultural and needed a place to live. And so that's also a reason why the architecture is so interestingly diverse, although clumped architecturally in the neighborhood. Okay. I love these dots because I forget who did this for us, but you'll see the clumping of red dots if you point your, I don't know if anybody can go point, but you can see Kendrick Place there, that kind of triangle toward the middle left. And if you go to the left of Kendrick Place, you see all the red dots. And those red dots show the vintage of these houses as being earlier from the 1860s to the 1880s, 90s, then the yellow dots, which are a bit later. Here we, I knew I had a slide that had the numbers. So the red dots are essentially from 1800 to 1899, but they're really from 1860s, 1873 to 1899. The yellow dots are more, not so much up to 1949. A lot of the building stops at the end of the 30s for obvious reasons, we're in a depression beginning to enter a war, and then there is a buildup later on elsewhere in Amherst to suit other residential needs. So the characteristic of this particular neighborhood is it does reflect, I think, the demographic, cultural, economic development, and diversity of a post-Civil War pre-World War II period where there is already a certain amount of commerce in manufacturing, you know the hat factory, which changed hands, there's home industry, then there's the faculty housing, which had already happened for Amherst College. The railroad brings in new residents. It's also, the railroad is very good for the factory because it can transport industrial products outside of Amherst. But most important for our purposes here is the increase in population and demographic change. It's, I don't know if I have this on another slide, so I'll say right now, that it's fascinating to us when we've looked at the stories of the people who came here from Ireland, for example. There are so many tailors who are hired by Mr. Pease, who lived over on Pease Place. McClellan Street is full of tailors. Most of the Irish are tailors. The Irish on Bestein Street are seamstresses. And there really isn't a lot of interconnection there. So that the seamstresses, the Bestein daughters, tie up with the powers who will over over North Prospect Street to create a very prosperous business so that their mother, Mary Bestein, moves down to Lincoln Avenue and has a house built by Putnam, one of the prominent architects in town. So that gives you a sense of some of the interaction in the neighborhood. I've mentioned the class mixture, but it's interesting that Labour's artisan servants and chauffeurs lived in very close proximity with the merchants, professors, and professionals, who they worked for largely on Lincoln Avenue, Sunset, or over on Fearing. And in fact, in a late life interview, the youngest Goodwin daughter remembered that many of the chauffeurs who drove for Lincoln Avenue and Sunset residents bought their own houses on McLean. So that becomes an interesting connection as well. A number of the Irish and a number of the African-Americans were self-employed. They provided neighborhood services, they were builders, roofers, janitors, and they also worked for the existing businesses, the half factory, the laundry. They were local builders. John Britt was one of the early builders. There are generations of Brits, as you know, still here in Amherst, but John Britt came as a skilled stone worker from Ireland and had a lot of business with all of the building that was taking place at that time. And what was very important to us, what really made this project possible, is that most of these houses remain today very much the way they were originally. I mean, we've added decks and we've put awnings and we've maybe changed the roof, but if you walk down these streets and have in front of you a few of the pages of what the houses look like, you can see the original bones of the houses. They have not been changed. Now, there was a lot of, how do I put this? There was not racial interaction religiously. Nor was there Protestant-Catholic interaction religiously. The Catholics went to St. Richards, which was on Pleasant Street. The African Americans living in our neighborhood founded, dug the holes for, raised the money for, and built the AME Zion, which was not in the immediate neighborhood, it was just a few blocks over to the south. And then the Protestants in the neighborhood went to the established Protestant churches that already existed. Families intermarried within Irish, within Black, within Protestant. But aside from those elements of separation, there was tremendous interaction. African Americans who owned a home would rent a floor to an immigrant Irish family. Irish families who owned a home would rent rooms to Black families just up from the south or down from the north. So for example, in McClellan, the house that both John Brits live in was owned for a very long time by Moses Goodwin, who gave his name to the AME Zion Church. But the Goodwins had originally rented from the Brits who used to live next door. So there is residential, you can't even call it integration because it never wasn't that. Everybody was in the same situation financially and everyone was helping each other out. And you really get this from the stories that they talk about, the neighborhoods. So I've given you the build dates so that you can see the emergence of the neighborhoods, the essential build dates, you can see that in the red on the top. And they are very eclectic architecturally, although the working-class homes, and I'll show you this shortly, of Besten and McClellan really adhere to what I call a farmhouse vernacular, it could be called a Victorian vernacular, whereas there is much more architectural differentiation in some of the other houses. And this is the list of terms we would use as we identify different houses. This is the sort of thing that Susanna Fabian was excellent at and told us, which was which, whereas others of us kind of specialized in terms of our own expertise. But one thing that was very characteristic was these homes were set back from the sidewalk. There was a greenway in front between the sidewalk and the house. There were broad lawns, there were mature deciduous trees, and there were side or back yards with lawns and gardens. And this is still the case. The vernacular farmhouses, I'm gonna have to call them anonymous because we really don't know who built one, except it's interesting to see how similar the style is. Whereas the local architects, both Roswell and Karl Butler and Bailey, Burnett, gas are named builders of some of the houses on Lincoln, Sunset and Fearing. And as I mentioned, Britt was a local stonemaser and builder. Best John Besten was a builder. So now we're gonna look at some of the architectural range. This will be fairly brief. So we start with the boatwood house, which obviously wildly preceded our efforts, which is still there and is clearly the oldest house in the neighborhood. And here on Besten Street, we have a resident sitting amongst us. She kept the house intact and made it, would we say, how would we call that? What's it, where are you? Deep energy retrofit. Deep energy retrofit. No roof, but you didn't change the house. No, all the interior and all the lines are the same, I did add eight feet to the rear so I could get to the cellar. But everything else is changed. I stripped it down to the board sheathing and built it out with super insulation on the walls and in the roof, there's a foot insulated panels on the roof, so it's slightly bigger because it expanded on the outside but the inside is still the same. So it shows you the basic bones of the farmhouse vernacular with the entry on the left, two windows over the two lower windows in the bay, and the two houses on each side that they're not shown in this picture are identical although they have changed slightly. And you see, I mean this we now call by a more elaborate term, but you can see some of the elaboration of an older design with a side bay entrance to windows to the side. It's obviously a three story house, it's a much more prosperous house. However, it is the same vintage 1865 and it's on North Prospect Street because there is a greater variety, both chronologically and of styles and of economic classes on North Prospect. This is interesting because you essentially have two houses fairly similar to this one built together as a duplex or double so that the two entrance bays are right next to each other with the bays to left and right. And I just thought that would be it's still that way, that's the way it was built in that 1895.  I'm not sure if I have that, yes. He had the house built for his son in a different style in 1922. They're right across the street from each other. Sunset Avenue, the William Burnett house, it's a very elaborate house for 1897. Again, if you go online to the study committee materials and click on resources, you will get the whole family ownership history of all these houses. And let me tell you, it is fascinating. It's quite a read. Okay, so notable houses. So I start with Moses and Anna Goodwin. Anna was Ma Goodwin and she ran a dormitory for mass agricultural students when Moses, that was his second marriage, had gotten very busy with building the church, raising the money for it. He was a machinist who had been trained, as I recall, and I don't trust my memory, but I think he had been trained at the Hills Path Factory, went into private business and supported himself with his own machinist shop while seeing to the building of the AME Zion church. And across the street from him at 50 MacBellan lived Minnie Hall, who then married Anderson, who was living next door. She was so active in the AME Zion that she was given the honor of doing the first spade into the dirt to kind of get the thing built. This is the kind of a lovely portrait done by the children of one of the families whom she worked for. Again, she has quite a history.  I know I'm running out of time anyway. This is the Minnie Hall Anderson house at 50 MacBellan. And you see, again, out of the differences in architecture, this is... This is the story I'm here for questions. Oh, sorry, yes. Note that that house has been radically changed in its design to be a bungalow house. Yes. It did not look like that when Minnie was there. So when Minnie was there, was it essentially farmhouse from that door? Probably. The roof line has been changed in that front porch. So it looks very much out of its period. Okay, thank you for correcting me on that. I count on Ed Wilford to do that. And Ed knows that by crawling around basements. But with this case, paddock. Okay, yes. So it wasn't just the archives. Okay. And the 76th Fearing Street house I have there, because Dartmouth-Avenson is well known to us, but I would say, Ed, that that's also architecturally an anomaly? Yes, no? Give it a thought and tell us later. Okay. Both Eugene Field and Mary Heaton-Vorst live there. Mary Heaton-Vorst was a well-known feminist. Eugene Field, you know his poetry. And you know the house, which now has a very large parking lot with a number of rental cars. Oh, what things descend to. And we have no idea what the stern-looking Mr. Baker, the author David Grayson, would think of his house may be an outing of fraternity has. But you see, at least architecturally, it's still there. On the 259 Lincoln house, it was a, we call it the Norton-Jester house. Now Steve Bloom and Jen Paul live there. Very lovely. And Lucy Wilson Benson, who was the first female undersecretary of state, I believe, under Roosevelt. No. No? Carter. Carter, thank you. I knew someone would have a right answer. Carter. Okay. Okay, yes, I've added too many years to her age. It's not fair. Okay. Is on sunset. And Robert Frost didn't live there that long. I mean, it has nothing on the Dickinson house, but he did live there. And he got a good deal on it from, I think, the person who was the president of UMass at the time. Yes, Susanna did, I guess. He got a very good deal on it. So he was just there a few years, yes. That house, without having been moved, was originally part of Lincoln's street. Okay. Now Lincoln Avenue. And when Sunset Avenue was built, since it sat so back far from Lincoln Street, or Lincoln Avenue, it became. Yes. So the address changed. Yes. The street address changed, but the house remained. And the property goes through. Everything changes around it, but the house is as it was. I can get a question. Yes. Was the entrance to that house then on Lincoln? It was set back from Lincoln. So that's the entrance, because I know that house is the entrance from the side of the street. Is it the same front door? Pardon? Is it the same front door? I didn't study that house as much because a lot of people have. Yes. Okay. Questions that remain to be investigated. So you don't really know how it's been changed. As you can see, one answer leads to another question. So that's the way this evolves. Okay. Let me just spend a few moments on this. I don't want to go into this in detail. But in 1960, Massachusetts passed a historical commission approval process that would not only honor historically interesting neighborhoods and houses, but also protect them. So that the purpose was to preserve and protect, to maintain the settings, to encourage the new designs and materials, and that is really part of the legislation. And as of 2003, there are 120 cities in Massachusetts. In Amherst, our first one was the Dickinson LHD.  But we are showing greater recognition of what we have in the west of the state as well. So we have four major elements, once following the Massachusetts guidelines for the Amherst local historic district, which was passed in 2012 when the Dickinson Historical District was the first of our historical district. And so it was essentially those criteria, including contiguous boundaries. So we weren't gonna have one house here, one house there, one house somewhere else. These had to be contiguous. And we were really looking at the historical integrity of the fabric. And it was essential that the owners should desire LHD protections, which accounts for some of the jagged lines of our borders. And we did the best we could to reach out to everyone to see, is this okay with you? It prevents a demolition without adequate review. It really looks at renovations and new structure in the context of the neighborhood. And it encourages creative new design that's consistent in size dimension scale with other buildings in the neighborhood. And so we also passed, back in 2005, there's been an annual preservation plan, which made some of these points but to have to get set up a local historic district by law. And it's, you can read this for yourselves. An explanation, it's exterior. It really focuses on the exterior visible from a public way. We do not look at interiors. Certain elements are exempt. We're delighted with solar panels. We don't require that you maintain properties. And it doesn't prevent new building development or rental conversions. In other words, we can't legislate what goes on inside. What we regulate is what it looks like from the outside. And then, you know, I hope I don't need to convince you that some of these slides were slides we made for town meeting and before that for planning board and, you know, other groups who we wanted to point out that this was the people with a master plan. And there we are for further resources which you already got. Oh yes, we had some trouble with some people getting onto it. So Chrome or Firefox, we gave you there onto the backup. And a shout out to our hardworking study committee members and our hardworking student interns and our hardworking town staff. And we really should have Cindy on there too because we bothered her as much as we bothered anybody else. I thought she would just as I closed, like to see what Kendrick Carplot used to look like. I'm sure lots of you know how because they were moved from there to somewhere else. And I thought you might like to see what St. Bridget's used to look like. And that's the end of my story. Oh yes, the Amherst Belcher Town Broadway became the Amherst Belcher Town Palmer Railway very quickly. And that was succeeded by the New London, Northern, New London, Northern, any kind of the railway that went all the way from the London, Connecticut north. And after the Civil War was over, it was no longer dead ended at Amherst but went north to Vermont and Connecticut. Which would be a reason why some African American families came from farmland to the north and came down, yes. And the other thing about the railway is that the railroad not only brought people that brought coal up to that time. Amherst was powered by water and wood. If you look at the chimneys of houses built in the late 1860s and 70s, the chimneys are smaller, they're for coal burning, they're not for wood burning. And so, for example, the houses on Westwood Street. Yes, exactly, yes. When did the neighborhood become less the first? As families grew up and moved away. So the Goodwin family was there until the death of Bruce. 19, I don't remember the date. One of the projects that I would want to do and have not, I would want to be able to trace the Till family, the Bateman family, the Hasbrook family. I think probably a place to start would be at AME, Zion Church, and to see if there are descendants of people who knew the descendants. Because it is true that if we hadn't had this history, we'd have no idea. Because that's not the way the neighborhoods are now. So what happened? Penny John did quite well. The Penny John started with Liberty Stable on page. He moved in John Beston's house to the end of Beston. He then bought one of the Kendrick Park houses and moved it through Britt's lawn. I have heard from Britt to the objection of Britt's wife. He hold it through the lawn. So it's now 15 Beston Street, looking as if it had always been there, but it hadn't. So he owned both of those houses. That meant he had a rental, and he also had a roofing business. So he did very well. But I haven't tracked down the Penny John project. So, I mean, this all raises more questions. The more answers we get, the more questions we get. That's a very important question. A number of the Irish family had left too. Daughters went to secretario school. They went then, got jobs in Boston, became teachers somewhere else. In the case with Goodwoods, there are different houses in Amherst associated with the Goodwoods. Moses rented a house. Next door. The house, is it the corner house? Well, the house that he bought is the corner house. The horse that he rented is a much smaller house immediately next door. He rented. He got married and moved to Short Street off of my old house. So he lived several years. Anyhow, he married and lived there. Yes. That wife died. Yes. And so in that second marriage, he moved back right next door to the house that he had rented. Yes. On the corner house. And he owns that house. And he owns that house. And eventually she had a house. Yes. And her goals. And the business of more questions. Other questions? I was fascinated to find that on a number of occasions, widows would move to Amherst by a house while their sons went to Amherst College. And then either sell the house and move back to where it came from or rent it out to students or that kind of thing. I mean, this was happening way back in the 1880s. Oh, it needs to be a helicopter carrier. Probably before the revolution in our city. Deppard Shepherd, as widow comes to Amherst to put her two sons through Amherst College or daughter of Mary's, Lucius Bultwood. They're related to the Amherstons. This is the 1820s. South Prospect Street was Shepherd's Lane. 1850, Mrs. Emerson bought the strong house while her son was in Amherst College. And before she got, before they moved to the strong house, they were living in Deppard Shepherd's house because she had died and the strong house was not available yet. That is an interesting social construct rather to follow the sun. But as so many other things in Amherst in the 19th century, it's family connections. Certainly did have an investment theory. Yes. But they were Irish. Yes, we had several generations of the Gallans and it was also the case. I mean, they all had the same first names. They were all John and Mary. So they're trying to figure out with ancestry and other tools, who was living with whom where or had moved away really became quite a mind-bender. Well, let's thank Mary. Thank you.


Good morning. So, let us continue with the tutorial number 8 on entropy, the sixth problem. Here 1 kg saturated vapor of R134A is contained in an insulated frictionless piston cylinder device at a pressure of 300 kilopascals. It is slowly and reversibly compressed to a pressure of 700 kilopascals. So, first process is slowly and reversibly compressed. Now, during this process basically it is insulated. Then one of the insulation is removed and it is gradually cooled at a constant pressure to 20 degree centigrade. Determine the work and heat interactions and entropy change. The property tables for R134A is also given. The first table is the saturation table and the second one is the superheated table at 700 kilopascals. So, mass is 1 kg, initial pressure is 300 kilopascals and it is given that saturated vapor that means, x 1 equal to 1. So, that means, you can go to tables because it is saturated state. So, you can go to saturation table and corresponding to pressure of 300 kilopascals, we can take the values of V1 as Vg at 300 kilopascals which is equal to 0.06778 meter cube per kg. Similarly, U1 will be Ug at 300 kilopascals which is equal to 230.55 kilojoule per kg. Now, it is slowly and reversibly compressed and it is adiabatic. So, reversibly means, so, reversible and adiabatic process is obviously, an isentropic process. So, here delta S will be equal to S2 minus S1 will be equal to 0. So, we will also take the value of entropy at state 1 which is Sg at 300 kilopascals. So, from the table, it is 0.9312 kilojoule per kg Kelvin. Now, state 2, state 2 is S2 equal to S1, one of the property because reversibly and adiabatically compressed. So, that is basically isentropic process. So, S2 will be equal to S1 0.9312 kilojoule per kg Kelvin and the pressure is given. It is compressed to a pressure of 700 kilopascals. So, that is P2 equal to 700 kilopascals. So, now the state 2, two properties for the state 2 is known. One is the pressure, another one is the entropy. So, now see here. First we will go to the saturation table. For corresponding to 700 kilopascals pressure here, you see the entropy value. Entropy value Sg is 0.9201, but the entropy value at the state 2 is equal to state 1 which is 0.9312, 0.9312. So, we can find that S2 is greater than Sg at 700 kilopascals. You understand, no? So, 700 kilopascals, Sg is 0.9201, S2 is 0.9312 is greater than that. So, the state 2 should be superheated. So, now go to the superheated tables for 700 kilopascals. I find the entropy value of 0.9314. In fact, I have given the tables here where the value is closer to what we get in the state 2 entropy. So, we can just take this. There is not much difference. It is only 0.0002. So, we can take this as the closest entry in the superheated tables for 700 kilopascals. So, we can say to a fixed V2 as 0.03 meter cube per kg and U2 as 247.5 kilojoule per kg. So, all the properties for state 1 to 2, 1 and 2 are fixed. Then R134A is cooled at constant pressure that is 700 kilopascals to 20 degrees centigrade. So, what is state 3? It is fixed. State 3 is P3 equal to 700 kilopascals and T3 equal to 20 degrees centigrade. Okay, go back. You can see this 700 kilopascals. The temperature in the second column is nothing but the saturation temperature for the given pressure. That means the saturation temperature for a pressure of 700 kilopascals is equal to 26.7 degrees centigrade. But for the state 3, the temperature is 20 degrees centigrade. Okay, so this means the state 3 is subcooled liquid. Okay, since T3 is less than T sat at 700 kilopascals, that is 26.7 degrees centigrade, this state is subcooled liquid state, subcooled liquid. So, we know that for subcooled liquid state, we should use temperature-based saturation tables at 20 degrees centigrade. So, go back here. Here 20 degree table is there, saturation table. Here you can see that the value of VF and UF you have to take and obviously SF also you have to take. So, here VF for 20 degree is 0.816 into 10 power minus 3. So, V3 equal to VF at 20 degrees centigrade equal to 0.816 into 10 power minus 3 meter cube per kg. Then U3 equal to UF at 20 degrees centigrade which is equal to 78.85 kilo joule per kg. Similarly, S3 equal to SF at 20 degrees centigrade which is equal to 0.3006 kilo joule per kg Kelvin. So, properties, liquid properties at all the three states are now taken. Okay, now for process 1 to 2, reversibly adiabatic process. So, Q1 to 2 equal to 0, first law Q1 to 2 minus W1 to 2 equal to U2 minus U1. So, this is 0. So, we can say W1 to 2 equal to U1 minus U2 equal to M into U1 minus specific energy change. So, that will be equal to here 1 kg. So, mass is 1 kg and U1 is 230.55 U2 here U2 is 247.5. So, 1 into U1 is 230.55 minus 247.5. So, this will be equal to minus 16.95 kilo joules. So, that is the work interaction for process 1 to 2. Then for process 2 to 3 where there is a constant pressure cooling, correct. So, here Q2 to 3 minus W2 to 3 equal to U3 minus U2. Of course, we are neglecting the changes in the potential and kinetic energy in both processes. So, now this is the thing. So, here what is W2 to 3? It is a constant pressure cooling that means 700 into M into 700 into V3 minus V2. So, that is 1 into 700. 700 is the pressure P2 equal to P3. So, that 700 into what is V3? V3 is here 0.816 into 10 power minus 3 minus V2 is 0.03. So, this will be equal to minus 20.43 kilo joules. So, that means Q2 to 3 will be equal to minus 20.43 plus M into U3 minus U2. So, substituting the values, I get Q2 to 3 as 189.08 kilo joules. Now entropy change. Entropy change for the total state 1 to state 3 will do. So, entropy change delta S equal to S sorry S M into S3 minus S1 is equal to 1 into S3 is 0.3006 minus S1 is 0.9312 equal to minus 0.6306 kilojoule per K Kelvin Kg Kelvin. So, this will be Kelvin actually. So, now you see this here the first process is an isentropic process and second process is a cooling process. So, entropy decreases. So, that is fine. So, this is about the problem. Here first one is an isentropic process clearly described as an insulated container where there is a slow and reversible compression happening. That is the first process. The second process there is a heat rejection. So, enthalpy sorry the entropy decreases because of the heat transfer out of the system. Okay seventh problem an insulated cylinder as shown in the figure is divided into two compartments each of volume 0.025 meter cube. So, let us say the left side is A and compartment B is the right side compartment. The left chamber is filled with air at 100 kilo Pascal and 25 degree centigrade. So, we can note the volumes first. So, VA1 is 0.25 meter cube equal to VB1. Okay now PA1 equal to 100 kilo Pascal under TA1 equal to 25 degree centigrade. Right chamber has water vapor. The left chamber is connected to a valve. So, the left chamber is connected to a valve to a line in which air is flowing at a pressure of 600 kilo Pascal under 25 degrees centigrade. The right chamber contains saturated water vapor that means XB1 equal to 1. The valve is opened allowing the air to flow from the air line to the left chamber until pressure reaches the line pressure that means PA2 equal to 600 kilo Pascal. At this point the valve is closed once the pressure reaches 600 kilo Pascal in A valve is closed for air R equal to 287 and gamma equal to 1.4. Determine the mass of the air initially in the left chamber, the mass of steam in the right chamber, final temperature in each chamber and mass that enters in the left chamber due to the opening of the valve. Okay, so this is the problem here. So, let us do this P for air we can say P V equal to M into 287 into T, T in Kelvin. So, we can apply for the state 1 that is 100 kilo Pascal. So, 100 into 10 power 3 Pascal into volume is 0.025 equal to mass, mass you have to find. So, I will say mass in A into 287 into temperature is 25 degrees that is 273 plus 25. So, from this I can get the mass of the air in the chamber A initially. So, I will say MA1 because some mass is coming in also correct when the valve is open. So, it is MA1 that will be equal to 0.0292 kg. Okay, that is the initial mass in the chamber A. Okay, now for steam, what should be the pressure of the steam? It is given as saturated water vapor. So, what should be the pressure of the steam? The piston is free to move. Okay, so, insulated frictionless piston is free to move. So, if the steam's pressure is different than the pressure of the air chamber, then the piston will not be in equilibrium. So, that means Pb1 should be equal to Pa1 equal to 100 kilo Pascal. So, now we are looking for a state where the pressure is 100 kilo Pascal and the quality is saturated vapor. Okay, so, go to steam tables. From steam tables you can get the values. So, you will see that at 100 kilo Pascal Vb1, the specific volume of the steam in the chamber B is equal to Vg at 100 kilo Pascal. So, that is we can take from the tables. So, Vb1 will be equal to 1.694 meter cube per kg. This is the Vg at 100 kilo Pascal. So, now we can find the mass of the steam which is equal to Vb divided by Vb1 which is equal to 0.025. This is the total volume meter cube and this will be meter cube per kg. Okay, now that will be 0.025 divided by 1.694 which is equal to 0.01475 kg. So, we can easily see that for the piston, see it is insulated frictionless piston. It is insulated. So, there may be no heat transfer. Basically the cylinder itself is insulated. So, for steam or air that will be not be any heat transfer basically. Between air and steam also there will be no heat transfer that is fine, but the pressure has to be same in both the chambers at the equilibrium point. Okay, so for example, if there is a pressure gradient, okay from air pressure is higher than steam pressure then the piston will move to the right or else it will move to the left. So, as the pressure is same then only the piston will stay at a particular state that is equilibrium state where the properties are defined. So, in this case specifically that is the concept we have used and so this is nothing but what Vg at 100 kilopascals. So, from that I have got the mass. Okay, now what is the process happening in steam? In the steam as the valve is open the air passes to the chamber A. Now this makes the pressure to increase in chamber A due to which the piston moves to the right. As the piston moves to the right, so this air comes in the piston moves to the right, the steam undergoes an compression. It is slow process when the valve is slowly open slowly air enters and the piston is frictionless. That means there is nothing which will cause an irreversibility in the process. So, smooth transition of piston takes place as it goes from the initial point towards the right side compressing the steam. So, piston as it moves to the right it actually causes an adiabatic reversible compression for the steam. Okay, so we can note that steam undergoes reversible that is due to the frictionless piston adiabatic compression. Okay, so adiabatic because the cylinder itself is insulated and also the piston is insulated. So, due to which completely chamber B is adiabatic and slow compression takes place with because of the frictionless piston it is reversible also. So, the process is therefore isentropic that is s2 will be equal to s1. Okay, so again from steam tables s1 will be equal to sg at 100 kilopascals. So, what is that? That will be equal to 7.359 kilo joule per kg Kelvin. Now, this will be equal to s2. Okay, what is the final pressure? Final pressure for chamber A is 600 kilopascals. Okay, now as the air enters the chamber A slowly the piston goes towards the right. Once the pressure in the chamber A reaches 600 kilopascals obviously the pressure in the steam chamber will also be 600 kilopascals. Temperature may be different in both. Please understand that. So, pressure has to be the mechanical equilibrium is attained. So, we can say p2 will be equal to 600 kilopascals. Okay, now the state 2 for the steam is fixed. State 2 is what? p2 equal to 600 kilopascals and s2 equal to 7.359 kilo joule per kg Kelvin. So, now two properties are enough to fix the state. Correct. So, what is this state? So, first we will see that go to saturation tables and see for 600 kilopascals. What is the value of sg? So, we find that sg at 600 kilopascals is basically less than s2. So, that means what? s2 is already greater than sg. So, the state is the state 2 is superheated vapor. So, you have to go to superheated from superheated vapor table for 600 kilopascals. Okay, we know that for superheated state lot of tables are there corresponding to a given pressure. So, go to the pressure corresponding to 600 kilopascals by interpolation. Now, the second property was entropy being 7.359. So, we can use this as the primary column and interpolate. For other by interpolating, we will get the other properties, required properties. So, Ts2 is found as 296.5 degrees centigrade and Vs, sorry V2, C2 and V2. V2 equal to 0.4312 meter cube per kg. So, we can find one of the properties. U2 also you can find. Okay, U2 also you can find. So, now this is the state 2 fixed for this. Once the specific volume is known, mass of the steam is known to me already. So, what is the final volume of the steam? That is, I will say V, V2. What is the final volume of the chamber B? That is the volume, total volume of steam is equal to 0.4312, that is V2 into MS, that is 0.01475. So, which is equal to 0.00636 meter cube VB2. Okay, now please see that initially VB1 was 0.025. Now compression has happened. So, volume is decreased to 0.00636. That means the volume of A will increase. So, we have this. Initial volume of A plus initial volume of B should be equal to initial final volume of A plus final volume of B, because in the same chamber total volume should be conserved. So, you know this, this is 0.025 plus 0.025 equal to, now VA2 should be calculated from this equation. So, VB2 we know the value. So, which implies VA2, the total volume of A in the final stage is what? That will be 0.04364 meter cube. So, you can see that the volume has increased from 0.025 to 0.043. So, now state 2 for A is also fixed, because you know volume pressure is 600 kilo bus is given. So, you know these two. From that we can calculate the required values. Planning for example, temperature if you want we can use the equation of state and calculate temperature. So, before that we will see what is happening for air. There is a control volume. There are two things happening basically. Here there is a mass transfer from the air line to the chamber A, but volume also is increasing for A. So, this is a hybrid control volume. In system mass remains constant, there will be no mass transfer, volume can change. In a control volume mass can come in or mass can go out, but volume will not change. In this particular case for A you will see both are changing that is mass is coming in. So, mass of the air initially was found to be 0.0292 kg. Now it is increasing because of the incoming mass from the air line plus the volume also is changing. So, this is called an hybrid control volume in which both mass and volume changes. So, we have to write the equation for this. So, first we will finish this theme which is easier. First law is written as q minus w equal to delta u obviously, insulated and it is an isentropic process. So, q is equal to 0. So, we can say minus w equal to delta u. Delta u is what? m into u2 minus u1. So, from the super editables u2 can be got as 22795.4 kilo joule per kg. u1 is previously got here from this initial state itself. Ok. Here yes we have said that this state is fixed basically. So, from that u1 will be equal to ug at 100 kilo Pascal's 100 kilo Pascal's. So, from that we can get 2506 kilo joule per kg for u1. So, you know both the values now. So, I can say this is mass is 0.1 sorry 0.01475 into u2 2 this is by interpolation ok 2795.4 minus u1 is 2506. So, once you fix the state with two properties the other properties can be easily got. So, this will be equal to 4.268 kilo joules that means, w equal to minus delta u equal to minus 4.268 kilo joules. So, the work involved work involved in compressing the steam is minus that is what it is compression. So, negative steam for the steam it is negative work 4.268 kilo joules. Now, what is the I will say work for steam specifically. So, what is work for air which is compressing steam air is compressing steam. So, this work for the steam has come from the air chamber ok. So, that will that is I can write the only environment for the steam is air or for the air is steam basically. So, in case of work transfer. So, I can say w r equal to minus w s which is equal to 4.268 kilo joules. So, the work involved in this steam this is due to the volume change of the air correct. So, that is in got it we have got from the applying the first law for the steam chamber ok. Now, let us proceed and write the first law for air for air q minus say let us integrate this. First I will say a small amount of q small amount of delta w equal to we can say d e c v minus sorry plus mass which is going out into h e minus like for control volume we can write, but q is 0 insulated. So, this also I can write as d m e mass which is a small amount of mass which is coming in into h e minus sorry going out into h e minus a small amount of mass which is coming in d m i into h i ok. Here obviously, the kinetic energy and potential energy changes are neglected that means, this I can write as u c v. So, I can write minus delta w equal to d u c v converted as m c v u c v ok. This is also 0 there is nothing going out only something is coming in. So, minus d m i into h i. Now, mass conservation mass conservation d m c v by d t equal to m. So, d t will not the differentially will write.  So, this is 0. So, I can say d m i can be written as d m c v itself.  So, now, we have to see what is h i? h i is the enthalpy of the incoming air from the air line. So, what is this? Air line has a fixed pressure and temperature. If you go back and see the diagram 600 kilopascals 25 degree centigrade. So, it has a enthalpy and the constant property air flow takes place in the air line. So, the air which is coming in from the air line into the chamber will have the same enthalpy. So, I can say h i will be equal to h of the line.  So, that is the thing here. So, now, this is what the expression is. How to do this? Now, integrate this. Integrating we can say w minus w equal to this is a total work in involving this process is equal to m 2 u 2 minus m 1 u 1. Understand that m 2 is the mass of the air at the final state and u 2 is the internal energy at the final state. So, d here for example, take this when you want to integrate this from state 1 to state 2 d m d m c v u c v ok.  So, that is what? So, first term. Second term h i is a constant because this is constant because what the flow of air has a constant property when it flows to the air that comes in. So, the line enthalpy will not change. So, the incoming enthalpy also will be constant. So, this need not be taken into account for the integral. So, I can say this minus h line into this if you integrate d m i it will be m 2 minus m 1 that is it correct. So, what is m 2? m 2 is the final mass in the chamber A. So, this will be the integrated equation. So, what is W here? W is already got W equal to 4.268 kilo joules correct 4.268 kilo joules because that is the work involved in compressing this steam and that is given by the A to B air chamber to the steam chamber ok. Now, this can be written as 4268 joules. So, let us write this minus 4268 equal to m 2 I do not know. What is the final temperature of this? That also I do not know basically. Please understand that u 2 can be written as C v t 2 u 1 can be written as C v t 1 t 2 comma t 1 in Kelvin ok. Now, C v itself can be calculated as what? R by gamma minus 1 equal to 287 by 0.4 equal to 717.5 joule per kg Kelvin ok. Similarly, h line h line can be calculated as C p into t line t line in Kelvin. So, now, C p equal to R C p equal to gamma R by gamma minus 1 which is equal to 1004.5 joule per kg Kelvin ok that is it. So, now h t line is what? t line is equal to 25 degree centigrade correct here 25 degree centigrade. So, that will be equal to 298 Kelvin. So, now, I do not know T 1 I know, but T 2 I do not know ok. So, I have to write this m 2, m 2 is what? So, we know that p 2 v 2 equal to m 2 or T 2. So, now, I do not know T 2 because here u 2 will have C v T 2 correct. So, now, let us try to eliminate m 2 here. So, which implies m 2 you will be equal to what? p 2 v 2 divided by R T 2. I know p 2, p 2 is 600 into 10 power 3 600 kilo Pascal into v 2 is what? v 2 I have calculated already. That is the R chamber here v a 2 is the v 2 0.04634 4364 0.04364 divided by 287 into T 2 ok. Now, so now, you can substitute this m 1 I know u 1 also I know. So, for m 2 you substitute something in terms of T 2 itself do you understand. So, I can write minus w equal to for m 2 I can write this as 600 into 10 power 3 into 0.04364 divided by 287 into T 2 into C v is 717.5 into T 2 actually T 2 cancels in the first term minus m 1 m 1 I know correct. What is m 1 I have already done here from this 0.0292 kg 0.0292 into u 1 u 1 is 717.5 into T 1 is what is T 1 25 degrees centigrade that is 298 298. So, this is the first term minus. So, this I know. So, T 2 is cancelled. So, first two terms I can evaluate the numbers second term h line h line is 1004.5 into 298 this is also known to me, but here m 2 again I can substitute this I will just for brief I will write P 2 v 2 by T R T 2 ok minus m 1 is 0.0292. So, now T 2 is only unknown in this equation we have eliminated m 2 in terms of T 2. So, I get so because w is known to me 4268 correct. So, I can eliminate eliminate m 2 in terms of T 2 and write calculate T 2 itself as 378.25 Kelvin or 105.25 degrees centigrade that is it. So, you can see in this problem that is a high bridge control volume first of all. So, in the control volume where both mass is changing as well as the volume is changing that is a displacement work which is involved. So, this work is not any other form of work in control volume basically we can write w x that is the work involved due to some other say for example, turbine work compressor work ok shaft work electrical work anything, but not displacement work because volume is not going to change. But in this case since the volume is changing the displacement work comes into play. So, that displacement work was calculated for the steam chamber. Since the immediate neighbor of the or the only neighbor of the steam chamber is the air chamber this work for the steam has to come from the air chamber. So, that is very important. So, the key here is calculating the work involved for the steam chamber and equating that to the negative of the work involved for the air chamber. So, that is very key. So, in that way we have found the displacement work involved in the air chamber. Now, control volume equation is applied here and integrating the control volume equation we got two unknowns in the equation one is U2 written in terms of T2. So, M2 and T2 are the unknowns, but equation of state is the second equation which we used to eliminate M2 or writing M2 in terms of T2 itself and making this energy equation to have only one unknown T2. So, once the T2 is evaluated we can solve the problem. So, this is what is asked. So, you can see the problem final temperature in each chamber and mass that enters. Mass that enters is very simple. So, once you know the final mass now T2 is known V2 is known. So, you can find the final mass that is it. So, M A2 sorry M A2 minus M A1 will be equal to 0.21208 kg because you know now volume is known final volume A2 V A2 is known P A2 is known that is 600 kilo vascals that is known P A2 and now T A2 also is known this is T A2 basically correct. So, all the three are known. So, M2 can be found M A2 can be found. So, once M A2 is found then M A1 is already known. So, subtract these two you get the mass which has come in final mass is more than the initial mass. So, this is a very interesting problem in which first one important thing what was identified is that is a slow compression due to frictionlessness of the piston. This compression is slow and it can be taken as adiabatic and reversible compression. So, the process undergone by this team is adiabatic reversible process which was taken as the isentropic process. So, the second state for this team was 6 dash S2 equal to S1 one of the properties. But understanding that always there will be a mechanical equilibrium between air and the steam chamber the pressure final pressure of the air which is given as 600 kilo vascals will be the pressure of the steam chamber as well. So, two properties we have got one is the entropy another one is the pressure and from these two properties we have got the other properties like v2 u2 etcetera and applied the first law for the steam from which we got the work done which is nothing but minus of delta u and that work done on the steam will be done by the air so that we got. So, you can clearly see that work done by the air is positive. So, now applying the control volume energy equation for the air side and recognizing that the work term involved here is the displacement work not the any other form of work substituting that work here we got the temperature in the air column in the final state from that we can find the mass ok this is the solution.


My name's Georgie and I'm a firefighter at Camperdown Fire Brigade. I've been a volunteer for 15 years. I joined the CFA through a friend. They were part of the juniors program and they dragged me along one night. I loved it and I've been a volunteer ever since. I'm a paramedic. My CFA journey started a long time before my career as a paramedic but the skills that I've learnt along the way, working with teams, working with people, working in emergency situations, a lot of the team building and personal development, as well as the hands-on skills that I've learnt have all helped me develop my career as a paramedic. I'm a mum as well as a volunteer and juggling my time as a mum and a volunteer and at work sometimes is a little bit chaotic. My husband's also a volunteer with the CFA and so we quite often have to rock, paper, scissors who's turned it is to respond to jobs or show up to training but we've been really lucky. The Brigade is welcomed best with open arms and my daughter often comes to training and meetings. I'd highly recommend parents or people with children looking to join the CFA to consider it.  There's so many ways that you can get involved with the CFA even your firefighting's not for you. There's a role for you with CFA. The most rewarding thing about being a volunteer with the CFA is definitely being able to give back to the community. My goal with the CFA is to be part of making a safer and more resilient community for me and my family to live in. For anyone thinking about volunteering but hasn't quite taken the steps yet I'd suggest just step through the front door of your local fire brigade. Everybody has got something to offer the CFA.