So in the last class we have started discussing about the advanced surface characterization techniques and I have introduced you the subject given different examples from our own studies showing the importance of the surface characterization techniques from the perspectives of material science engineering. So we need to now go into details of each of these techniques the first one which will discuss is X-ray photoelectron spectroscopy or what is known as XPS in the literature. Many of these slides which I am going to show you can be actually seen in this first book which is by Terry Burr published in 1994 but in the encyclopedia also you can get lot of information first one is what is XPS XPS as I said it is known as X-ray photoelectron spectroscopy that means you have X-ray source and photoelectron as the output that is very clear is it not. So what is actually done as you know photoelectric effect was discovered long back almost like 90 years back in by Salbert Einstein and he received a Nobel Prize because of the discovery in the photoelectric effect normally if a photon of certain energy suppose H new falls on a photoelectrically sensitive material the photo electricity is generated because of the production of electrons that is what is shown in the first slide you see there is a light source with energy of the photon quanta which is coming as energy of H new and this can actually eject out electrons from the photoactive elements and that can produce electricity fine so that same thing can be used to make photoelectron spectroscopy per source which can be used in the photoelectron spectroscopy is not the photon but an X-ray. So this was done by K Sackman and he received Nobel Prize after 60 years of Einstein's discovery both of these two scientists are from German and Sackman received Nobel Prize in 1981 for the discovery of this so what is done here you have X-ray photon coming from X-ray source it can be any actual X-ray source like copper or nickel or chromium or iron and this X-ray photon falls on a certain suppose molecule here is an oxygen or certain atom actually oxygen atom and then because of its high energy its ejects one electron from the inner cell that is one a cell of the oxygen atom and this electron comes out this electron is basically oxygen one in electron photo is photoelectrically ejected electron and we can use this electron to study different kinds of you know behavior different kinds of aspects of these spectroscopy that is what is the basic principle of the technique in a nutshell what I can say you. So and as I said in the last class also this is known as ESCA electron spectroscopy for chemical analysis but it has different acronyms like XPS except photoelectron spectroscopy or UPS if you use ultraviolet as a source of energy ultraviolet photoelectron spectroscopy or you can use a photo light like photo so which can lead to emission of electrons then it is called a photo emission spectroscopy but we are going to discuss these two mainly so we are not going to discuss what will happen if you use ultraviolet or photon light actually and then produce spectroscopy well what is actually the process what is actually the analytical methods let us show it in terms of energy diagrams what I am showing here is basically energy levels of certain atom you could see 1s 2s 2p 3s like that so 1s has two electrons 2s has two electrons and then 2p has six electrons in the shells so then you have 3s which is unfilled and then your balance band after that you have a Fermi level so and below Fermi level actually all the specified levels of the energy levels are occupied by atoms electron sorry and then you have ev at a higher level then basically if by difference of 5 5 is known as work function as you know that from the Einstein's theory so this is what is called kinetic energy this is what is called binding energy now if a photoelectrons or x3 actually comes at false on this metric atom and it rejects suppose all the electrons in 2p shell and this electrons then has sufficient kinetic energy to travel to this balance band and may even pass the Fermi level and come out this is known as photoelectron so we can calculate the kinetic energy photoelectron as h nu which is the incident energy of the photon minus eb eb is basically the binding energy plus 5 5 is the work function so this is work function you know and eb is basically binding energy that is how we denote so that means the binding energy is the energy with which this electron is bound to the nucleus so that means excess XPS spectrum basically can always plot the energy or the intensity of the photoelectrons I versus either the binding energy that is eb or the kinetic energy they are related as you can see 5 is that is work function for a material is well known h nu is the energy of the incident x-ray that is also well known so therefore the two things which can vary is the ke or eb depending on which atom which electron you are rejecting out so that is why the XPS plots basically will be intensity versus either eb that is the binding energy or kinetic energy that is how the plots are made now what all we can do with this this is a basically the principle which I told you that is how things are actually happening inside a material and as you know why it is called surface characterization tool as you know this electron photoelectron which is coming out for the sample will have energies I know something kind of energy not very high so therefore if it is ejected deep inside the sample then this electron may not be able to come out to a sample surface and we cannot analyze that is why we use surface actually characterization this state is used for surface characterization tool now what all we can do we can do elemental identification obviously because we know what is the exact energy of the electron which is coming out so we can categorically say which element is present we can actually even tell chemical state of the element that is whether it is a oxidized reduced what kind of stated is why it is a neutral we can actually measure the electric composition the constant in the surface region and we can obtain the valence band structure in fact nowadays we can actually do mapping of different elements present on the surface in the surface so therefore lot of things can be done in the XPS that is why XPS is considered as a versatile tool before I get inside into the other things of XPS let me just explain a little bit about what this is RGR because RG is also used in the purpose let us see what can be done in RGR so this is what is this the first picture is basically correspond to the XPS as you see K electron case level L1 L2 3 M then the family level then the vacuum level that is EV and these two are differentiated by work function okay so now it makes a false and eject electron comes out this whole thing is known as XPS right now in this case of the last picture the last basically schematic diagram what is happening if you see if this becomes vacant by ejecting the electrons out by the x-rays and higher level electron higher level means suppose at L1 level electron can fall back into the K level and thus creating releasing certain energy when this comes to this some energy released and this energy then can be used to knock out an electron at a higher much higher energy level that is L2 3 this electron will have sufficient little bit of kinetic energy not as high as the XPS electron X-ray photo ejected electron but it will have certain energy this electron is known as Auger electron so therefore in a nutshell I can say Auger electron production is totally different from the photo except photo electrons spectroscopy here basically jump of the electron from a higher level to lower level leads to production of certain other energy h nu 1 which can basically eject and the electron from L2 3 cell and that electron comes out from the sample surface is known as Auger electrons so obviously the kinetic energy of this Auger electron is much lower than the XPS that is why Auger spectroscopy is always done from this region near to sample surface you cannot actually probe little inside the sample surface where the XPS can be used to prove the sample surface which is deeper compared to Auger so that is why XPS and Auger these are complementary tool very you know widely use remember Auger was discovered by Auger so that is why this process is named after him when we discuss this Auger spectroscopy in detail so let us not talk about this right now but for the sake of your understanding I am just going to tell you what is Auger spectroscopy now let us me go back to the XPS again in XPS binding energy reference is like done like this let us do that so this is sample they have a core electrons then your binding energy binding energy means this is what the electrons are there then this is as a formidable as I said EF and there is a work function then your vacuum and angel level okay so once they actually falls it basically crosses the binding energy then familiar well then this work function comes out that is how actually you get kind of energy of the XPS as this h nu – BF – 5 of the sample so and that is basically then you know if in a case a spectrometer what happens there is a vacuum level and there is a spectrometer work function so this needs to be you know subtracted so basically is depends the kind of energy is basically when this comes to the electron pulse on spectrometer kinetic energy becomes like this h nu – BF – 5 spec because Q sample 5 sample 5 sample basically cancelled out so finally we get binding energy is basically equal to binding energy of the electron h nu is the energy of the incident photon the x-ray photon – the kinetic energy – the 5 spectrometer now if you know this is fixed well known in a very particular spectrometer this is the fixed also because we know what is the incident energy of the x-ray so basically what is varying is this and this are these two are dependent so now we can actually calculate if I know this the kinetic energy or if I know the kinetic energy you can calculate binding energy basically what you measure is the kinetic energy of the electron and that can be used to calculate the binding energy which is presented the electron so that is how actually we can characterize the electron which is ejected out how the instrumentation is done we are going to discuss in detail later on but to show you that so what you have is basically you have a lot of different stops are there here this is the basically heart of the system you have a sample you have x-ray gun and you can have electron gun basically x-ray has always electron gun and then you have iron gun to basically you know clean the sample surface many times you can use argon iron because this is done inside a vacuum chamber so once I electron ejected this passes through this electrostatic transfer lens this is what is shown you here and then it is basically goes through a hemispherical you know portion and then falls on the electron channel electron channel electron multiplier which is nothing but basically a gate and then it is getting multiplied amplified the signal through when it passes through this multiplier and then it is recorded you know after it passes to a red meter it recorded and you get a plot between intensity versus kinetic energy or intensity versus my energy that is what is shown you here well that is actually simplest possible thing but it is not so then you have a control unit and there are many other stops related to it but this is what is done remember it is done in a very high vacuum system because electrons needs to travel through this that is why we need a very high vacuum system vacuum level should be written as minus 10 and we need also any kind of surface contamination or the surface reactions so that is why you know x-rays energies which are allowed to fall on the samples to be teller so that there will be no surface reaction or contamination form because of the x-ray falling on the sample surface well let me show you a typical x-ray x-ray spectrum I am going to show you two spectrums one from our own other ones from taken from literature as I said in the last class we have been working lots on the hydroxyapatite and hydroxyapatite metal that is titanium composites so from the surface the spectrum is taken both from hydroxyapatite and hydroxyapatite titanium composites is basically intensity versus binary energy plot intensity is in arbitrary units that is called the basically the energy the number of counts CPS sometimes we call CPS counts per second and binary energy is always written in units of electron volts so as you see we can see different peaks as usual any spectroscopy have a background and a peak okay and the most intense peak coming from both the sample is oxygen 1s for which I have already discussed with you then you have a peak coming from carbon 1s which is basically used at a standard in a in XPS because you know all samples of some kind of carbon so you are going to see these peaks so many times the spectrometers actually are basically calibrated using this peak position then because it is a hydroxyapatite hydroxyapatite formula of CA 10 PO4 O2 OH O2 okay so as you see there are phosphorus there is calcium the hydrogen hydrogen normally not detected and you have you see oxygen peaks calcium peaks is there calcium 2p 3 by 2 calcium 2p half we are going to discuss what is the meaning of that this are present both in hydroxyapatite titanium then you have phosphorus peaks P2P and P2S coming in this in this positions and all together you have basically little bit of titanium peaks here you can see carbon 1 is a carbon 2s will be present always this titanium peak is not visible here but little bit small peak is visible here so that is how we can say titanium is present but basically titanium is not present as a metallic state its presence as an oxide of state or basically oxidized state so that is actually how these XPS spectrum looks like and we can analyze different things from this you can calculate the element present the chemical state of the element present and we can calculate the percentage of the particular element present by calcule the area under the peaks we can calculate in fact the chemical shift because of the binding of the elements with any other things lot of lot of things can be done which is the part of the topics of this lecture typical XPS spectrum for indium phosphide 110 surface as you see here you see only indium and phosphorus peaks you see indium 3s indium 3 1 by 2 this is 3 P 1 by 2 this is 3 P 3 by 5 3 D 3 by 2 this is 3 D 5 by 2 okay this is 3 by 2 this is phosphorus phosphorus will college have a high binding energy is when the indium as you know phosphorus 2s phosphorus 2P phosphorus so indium 4P indium 4D so indium as 3S 3P 3D 4P and 4D phosphorus as 2S 2P peaks which is clearly detected and then your background in this that is how actually the peaks are the spectrum looks like I hope things are clear in your mind how XPS works and how the spectrum looks like because we want to use the spectrum now to give you more idea let us look at a very high atomic number elements like urinium and talk about binding energies and the adhesion constructions this is binding as it was and the constructions as you see here different kind of levels are there you have 4 P 2 spins 1 1 by 2 5 D 3 by 2 okay 5 D 3 by 2 is small also there and this is different then 5P half 5S and 5D on the other hand F levels are there also say F 5 by 2 F 7 by 2 you can see the other than constructions are very high another construction means how much I know and that electrons are created after you ionize with this X-rays very high for F electrons followed by 5 4D then 5D and 4P are there and these are very low for these electrons like 5D 5P 5P and 5D and 5S where they are very close to family level so that means the electron yield photoelectron yield by X-rays X spectroscopy will depend on this ionization cross section that means this will be higher a for these energy levels for case of I urinium then others so that means we can do such a common as this for all elements and then figure out whether this actually happens in a particular system or not well now let us get into the nitty-gitty of that as you see for PD and F peaks there are always two pictures of job here you see for gold 3 4D 3 by 2 and 4D 5 by 2 please I mean these peaks are actually comes as a doublet suppression between these two peaks are named as a spin orbital splitting the values of the spin orbital pitting of a core level of an electron in different compounds are nearly same you must remember this is very important that means values of the spin orbital splitting this is the spin orbital pitting value this is for a core level electron in different compounds are nearly same peak ratios peak array ratio that means this is the peak area for these two electrons peak array ratios of a core level of an electron element in different compounds are also nearly same these two are very important now I have not discussed what is a spin orbital splitting I am going to do that but this is what we observe and we have seen some of this you know pattern the spin out is pitting in the peak array ratios assist in any mental identification okay now let us look at what is it what is spin orbital pitting this is first to tell you how actually done you know electron has a half spin or down spin it is half minus half plus half so what we do here basically use something known as ALS coupling we do not use only S as you know the principal quantum number NLS all these things you are very aware of it so L and S S actually talks about the spin of the electrons so here you are using L and S coupling so this number J J is what is this number 3 by 2 1 by 2 is basically L plus minus S as you know S can be either plus half or minus half depending on the spin so if you have this kind of situations one up and down so one is up is called plus up down is called minus half so in this case when is up is basically J equal to L plus half if it is down with the J is equal to L minus half okay so first one the way picks and notices first is the principal quantum number 2p okay as you know 1 1s 2s 2p 3s 4p that is how the point of principal quantum number actually goes so first one first digit in a peak notation is corresponds to N at the principal quantum N second one cost point to L the magnetic quantum number that is PSDF there are four sets as you know and so thus that means S is equal to what is basically S is equal to 0p equal to 1d equal to 3f equal to 3 sorry d equal to 2f equal to 3 so that means P is equal to 1 so it is to correspond to N principal quantum of Np corresponds to what 1 then if it is 1 plus half there is an electron is up spin that is positive so it is become 1 plus half equal to 3 by 2 correct so that is what is only here when L equal to 1 that is for P cells either it is P 1 by half or P 3 by half if it is P 1 by half that means P 1 minus half one is basically L and minus half is basically down spin so that is what is that and then here this P 1 plus 1 half that is 3 by 2 so one is corresponding to the Lp equal to 1 that is this magnetic one number azimuthal quantum or non-magnetic quantum sorry azimuthal quantum number and half is basically coming from of spin so it has been found that area ratios that is what I have been discussed of these two peaks will be one is to two that means three by two will be double area having double area than the two now D I will D correspond to L equal to two right so the L equal to so that means D it will be two minus half that is D 3 by 2 where minus half is corresponding to down spin right and either wise it will be two plus half then half plus upper cost amount of spin this is how actually we are designating area ratios of these two split spin orbital splitting is 2 is to 3 and then f correspond to L equal to 3 so L will the 1 for P L 2 for L P D and L 3 for f so as you see 3 minus half will be 5 and half so that becomes down spin electron and 3 plus half will be 7 by 2 that is will have spin electron area ratios of these two speaks after splitting will be 3 is to 4 so in a nutshell this slide is that is why it is very important for you to understand in a nutshell we can actually obtain spin orbital splitting information in XPS and this is how things are designated this is how things are actually you know pics are marked in the XPS spectrum now let us look at you know how we can use this for gold gold has you know is as 4S 4P 4D 5S 4F 5F and 5P electrons so what are they you know the binding as your four election is 763 this is what is there 763 4P half that is down spin is basically 643 this is the one 4P 3 by 2 half spin it is 547 you see the area ratios are 1 is to this is 2 is to 1 then 4D you have a 3 by 2 that is down spin this D is correspond to 2 L equal to so therefore L 2 minus half is 3 by 2 this is what is that this is coming around 353 electron volts binding energy and 5 by 2 will come 335 they are very close by area ratios is about how much is about 2 is to 3 now if you look at 4F sorry 4F so 4F has 88 and 84 as a binding energies this is the one this is the one very close by 8884 so 5 by 2 is 3 minus half down spin and 7 by 2 is 3 plus half spin erase is 3 is to 4 then you have 5P others many times are not observed 5F and 5P is very 5P is observed 5 wave is very close so it is not observed but not seen now we can actually use this you know area ratios for quantitative analysis that is what has done in this case you have used aluminum as a excess also so in case of Aussie earth if you look at it the binding at this fall up of say I will not discussing here but I will discuss later is N 4 O is 1116 electron volts N5 N6 N67 where we need to discuss let us not discuss about this part right now once you come back to us I will discuss so first let us see how we can identify pics just like except the fraction here we can identify pics so what is the general method first is take pics position and relative intensities of two or more pics both in case of XPS and RGL lines of an elements takes the spin orbital splitting and area ratios of PDF first thing is the peak position relative peak in cities or two or more pics that is what you should do second thing is the spin orbital pit splitting of our area ratios so let us see the following things here it is basically the plot is showing for aluminum and silicon you see this is coming for aluminum 2S so we can actually know the peak position for TA2S what is the binding energy so binding energy chemical that aluminum 2P also silicon 2S silicon 2P but it doesn't tell about what is the spin orbital splitting okay so to do that whether is 2P 1 or 2P 3 by 2 we have one has to look into the area ratios so as you can see this is aluminum 2P so therefore this will be 2P 1 and this will be 2P 3 by 2 this will be 2P 3 by 2 this will be small one 2P 3 by half silicon is also like that one can detect the and if you scan the whole thing there are many many peaks first thing is this you can find oxygen carbon chlorine silicon nitrogen all aluminum sodium so many pics are observed so that is what the done by just taking the peak positions second thing which you must know before even going proceed further is what is sampling depth how much information is coming from what to the till what kind of you know depth of the sample so normally this is again we use the same formula like x-rays because it is a except penetration only but electrons coming out after generation from the sample surface so if we know the lambda I I means for the particular element in last this mean free path of any element in a solid we can do that so for a electric electron intensity of I0 which is created inside the sample as a depth D below the surface the intensity is attenuated according to the BS Lumber law we have already discussed BS Lumber law and you will be visual spectroscopy so intensity is which is coming on the surface is basically exponentially varies with dy lambda so with a path length of one lambda okay that is you know 63% of the electrons are scattered this is very clear when D equal to lambda is basically when D equal to lambda is basically is equal to I0 divided by E so that means 1 by E of I0 that is equal to 63% of I0 that is what is said here so therefore you must remember this formula it is I0 exponential D by lambda not lambda by D okay it is D by lambda lambda is the in a sticks mean free path of an electron in a solid that you must have knowledge fast we must have time this are actually in a state scattered electron not elastic is categorically on because these electrons are losing energies so therefore one is to know what is the mean free path of that this is all available sampling this is identified as a depth from which 95% of all photoelectrons are scattered by the time they read the surface correct so it is the depth from which 95% of all the photoelectron does scatter by the time there is the surface so more lambdas are in range of 1 2 1 3.5 nanometer for aluminum k radiation so sampling depth at 3 lambda for XPS under this condition is about 3 to 10 nanometers the spread is small about 100 Armstrong depth you cannot get more than that so if you have monolayer of 30 Armstrong okay this is how actually get this is a depth in nanometers electron energy as you see here depth is very high this is 100 this is 1000 as you say this is depth is high when you have binding at this less as obvious there will be more kind of a electron as the binding as it reduces kind of as it will be more so it will be coming out as the binding as increases it also decreases but for a very high bending at this again there is the increase that is because of the you know effect which is different from the nil assist scattering this is basically universal curve so lambda actually depends on the kinetic energy of photoelectrons and the specific elements this is that so as specific element means what type of element it is that is basically the details the binding energy so now after knowing all these things because you know sampling depth now you know how the pigs to be identified let us see how quantity analysis can be done now in XPS instrument measurements are accurate to the level of plus minus 10% it is not very accurate error is approximately 10% the intensity which is coming out of sample surface is a function of ni sigma i lambda i k what is ni ni is the average atomic concentration of element i in the surface under analysis that is what actually want to measure I the intensity of electrons peak can be measured very easily ni is the average atomic concentration that is our variable or that is what is actually want to measure so it will sigma is what photoelectron cross section basically is called scope scofill factor expressed by any peak position P lambda I have already discussed is the analysis mean prepath of photoelectron and case all the other factors dumpting like for quantity assessment you know eds how many other factors dumpting in edx actually there are factors like you know atomic number difference the flow sense all these factors are dumpting in a particular parameter same way k has all the other factors so basically frankly speaking intensity depends on the concentration of the element photoelectron cross-section of the element and the elastic mean prepath of the photoelectron these two factors k is normally constant for any experiment so as if you know if this is measurable if you know these two parameters we can calculate ni that is what is the quantification time now how to measure this I that is what actually errors comes in and that is actually propagates into the analysis so if you look at this intensity by secantic energy part peaks shape is like this this is not a typical x-ray diffraction peaks little bit distorted so one has to remove the background to calculate peak height if you fit the background like this like this one this is wrong if you fit the background like this this is also not best the best one is to fit the background like this that means background fitting is very important so the standard measure on this some instrument or full expression about the accuracy can be done if you have a standard but reproducibility is always very high here for 2% so vast cases in this measurement is this best one is this these are the middle that is why actually the human error comes into picture because depends it depends on how the measurement of the area depends on how you perceive the peak second important thing which you want is to consider for measurements of this quantum element is called transmission function which is basically to the detector efficiency so this is nothing but detection efficiency of an electron energy analyzer which is a function of electron energy transmission function depends on parameters of the electron energy analyzer such as pass energy to give you an idea if I pass energy of 8 electron 80 electron volts and this is the you know the energies of the beam current and this is done for gold after sputtering as you see the peak peak height here is this much but when you have pass energy of 20 electron volts peak height is this much so that means the peak height or the area on the peaks get affected by the pass energy pass energy basically the energy which is used in the detector to energize to get to the electrons can be detected very easily so this is what is basically dependent on the machine so what you must have a knowledge about that normally solve very you know fixed quantity for a particular setup but one must know what is pass energy how it can be controlled to get a good peak position peak of that now what is school field cross section factor if this can be calculated for each element from a scattering theory basically basically for you know basically for aluminum and magnesium cal for adhesion and similarly lambda i is varies with the kinetic energy of a photo electron it can be also estimated for universal curve which I have told you universal curve is this one this is the one this is lambda i this can be used to calculate all the lambda is of different elements okay so for a multi-element system supposedly which is normally the case this is we can write down the constants of element ni divided by ni plus nj plus k over j ij k are three elements so this is how it is done i i divided by sigma i by lambda i divided by this is the whole thing the whole divided by this one this is for i this is for j this is for k as you say the factor which comes with capital k nullified because of the ratio taking so that is how actually done so I can also calculate nj now nj is nj divided by ni plus nj plus nk similarly nk can be calculated let us see how this are done some examples for oxide surface that is oxygen metal atomic ratios determined for cost many intensities mg o pilotized one o s o 2 s by metal metal is basically mg mg here 2p ratio is this much plus minus 10% okay now l 2 o 3 is also like that si u 2 calculated c u 2 o these are the different and oxygen atoms oxygen energy levels divided by metal energy levels ratios so these are the measurements actually tells us how quantitatively intensities can be correlated.


Bibi, I don't know why Israel is wrong. I want to be on the right side of history Norman Finkelstein Start following. I'm gonna spell it in on censor tube chat Noor men. I'm gonna misspell it Finkel Dying something like this if you do a search for Norman Finkelstein Start listening to his lectures and reading his articles and stuff like this. He's on sub-stack. He's on yeah He's has a channel on censor tube, I believe But look at some of the other stuff and Aaron Maté Aaron Maté and Max Blumenthal. Max Blumenthal. Again, I'm spelling it wrong. Those are the three people you should follow Just so you know Bibi. All three are Jewish Okay, all three are Jewish Norman Finkelstein's parents were Holocaust survivors Aaron Maté's grandparents were Holocaust survivors They're all Jewish.  So it's not anti-Semitic to criticize political Actions by fanatical groups


We've talked previously about the importance of identifying the purpose of your speech in public speaking We have to identify what it is our goal is what we're there to do and that will help determine a lot of different things So there are a variety of different purposes General purposes that you can identify for a speech some of the common ones and the ones most commonly used are For example to inform or to persuade to entertain or to commemorate Again, it's important to identify which of these is going to be the purpose of your speech because it will determine the the path that you're going to be taking and and impact so many different choices and Decisions that you make regarding how you develop the speech how you deliver the speech and so forth So today we're going to focus on one of those purposes for a speech and that is informative speaking Why do we do when we are speaking to inform and what does that mean and what are some ways that we can do that? More effectively. So let me share with you just a few things. You're on informative speaking First when we speak to inform we are speaking to educate or to enlighten the audience We're just there to share information We sort of act as a teacher kind of like I'm doing here just sharing information with you about informative speaking We're not there to push anybody towards specific action or to persuade them to change a behavior or an idea or anything like that We are simply there to educate and enlighten the audience and share with them Some of the wisdom that we have or some of the information that we have a Couple things that effective informative speakers do Regularly and keep in mind is first of all informative speakers If they're going to be effective need to be as objective as possible now a hundred percent pure objectivity is not really Realistic it's not possible, but as an informative speaker At the end of my speech the audience shouldn't know what side I'm on of a particular Issue or topic or whatever if I'm if I'm just sharing information It's not about my personal beliefs or what I think it's about just sharing factual Information with the audience so when we're doing informative speaking We want to be as objective as possible and keep our own personal Opinions and thoughts and feelings out of the speech then We also want to make sure that we're credible This is true for any speech, but but for an informative speech if the audience is going to Believe the information that you're sharing with them and you want them to take it in and actually You know consider it valid then we need to establish our credibility make sure we're credible as speakers make sure we're using credible information and statistics and and supporting information like that so We just want to prioritize credibility in order to be an effective informative speaker We also want to be knowledgeable and to convey that that sense of Knowledge to the audience that they can be comfortable again and find us to be credible but we ought to share information that is incredible that is valid that is Relevant and that is worthy of the audience's attention and that is new to the audience won't talk about but but we ought to Convey this sense of knowledge and present ourselves as knowledgeable to the audience in order to be effective there When I'll speak on relevant topics topics that the audience is going to be interested in or topics that we can Generate interest within the audience again if they're maybe they're not interested at the very beginning But but we have the ability to get them interested but we ought to speak on topics that are relevant to the audience that are going to Impact them and and have specific relevance in their in their lives I have just a few tips for you for informative speaking for being Again more effective as a public speaker when you're giving an informative speech The first one and we talked about this in introductions and conclusions But we need to generate and maintain interest in the audience and there are a variety of ways we can do this But we need some some way to hold the audience's attention So some of the ways that we do this first of all are to demonstrate intensity You know if we if we have you know we are drawn and our highest drawn our attention is drawn to intense things bright colors loud noises Interesting information, but and and drama when there's tension there's intensity So we want to try and generate some of that intensity for the audience Not necessarily to scare them or bang pots and pans to make loud noises But to convey a sense of urgency and intensity with the audience to maintain their interest Novelty is always more interesting to people and by that we mean something new again If you're sharing an informative speech on how to tie your shoes That's not probably going to maintain the audience's interest because most likely they already know how to do that But we need something that's new something that's interesting something that's different that will help generate and maintain interest within the audience Contrast is always good for for maintaining interest people are interested in what's different So if we can somehow Contrast what we're talking about with something that that they may already think or may already believe or may be different than how They see a particular topic again Sharing that contrast can be something that will help generate and maintain interest with the audience Activity if we can get an audience kind of participating and not necessarily even up and moving around But if we can get them you know participating with some poll questions or even rhetorical questions that get them Engaged in the speech and help them maintain interest that way and then that can be help and be effective in that way Humor is always a good way to to maintain the audience's interest if they're if they're getting engaged mentally in there and Kind of their spirit is engaged through humor They're more likely to stay with you and stay engaged and then using visual aids like maybe a PowerPoint or maybe Something else can be a good way to maintain interest and help the audience Stay focused on what you're talking about so whatever you're going to do We need to somehow generate and maintain that interest to hold that interest throughout the speech as much as possible A few other tips for informative speaking one is organize your speech can't emphasize this enough. We had a whole other Lecture lecture on this or video on this about organizing your speech It's incredibly important that your speech be organized so that the audience can follow along more easily They can understand the information more easily that will help with recall and retention and so forth But your speech needs to be organized again That's true for any speech, but informative speeches in particular need to be really well organized You should use vivid concrete language in an informative speech by that we mean very specific Language create a very detailed picture for the audience. Don't use ambiguous language or generic words that can be interpreted in a variety of ways Really push an idea home specifically with them to an audience by using that vivid and concrete language You should also use simple language to a certain extent in an informative speech If you want the audience to retain this information, especially if it's new information for them Break it down for them a bit. Don't go overboard on the lingo. Don't use fancy terminology Just especially if it's just to make you sound smart use simple language That's that's easier for the audience to digest and to understand immediately We can use repetition I get some of these ideas that I've talked about in this video have come up in others And but we use repetition to drive ideas home when when you're giving a speech For example, you should state your main ideas at least three or four times during the course of that speech Certainly in the preview and the review statements again when you're introducing those main ideas through the transitions and just as much as possible We want to repeat those main ideas because the audience has been again can have better recall better retention Better understanding of what the main ideas are of your speech. So use repetition. Also, you can use repetition, right? That's a little joke, but we can review get just underscore We can repeat things and have them sink in a little more So use that repetition use it wisely. Don't go overboard, but use repetition effectively in an informative speech You can adapt the feedback if you see that you're losing the audience Then we need to maybe take a right turn here and go back or something and cover something else Or you know, we need to have that flexibility if we're losing the audience We need to adapt to that feedback and likewise if we see an audience is really interested in one particular area maybe we expand on that a little bit and adapt to that feedback though that you're getting from the audience pay attention to the feedback you're getting from the audience and then adapt accordingly throughout your speech And we need to appeal to different learners people have different learning styles those different learning styles visual oral Read and writing and kinesthetic learning styles just some categorizations for example that we use for those But whatever, you know You need to understand that the audience is made up of people with different learning styles And so we need to present information in a way that that connects with each of those learning styles and not just one or two of them, but as much as we can broadly up Share information that's going to connect to people in different ways with those different learning styles If you have questions about speaking to inform or giving informative speeches, please feel free to contact me I'd love to hear from you via email and And chat about this more with you, but how you can become a more effective informative speaker in the meantime I hope you'll take these tips and this information and put them to work in your next speech when you're giving an informative speech


What is going on guys it's your boy DPJ here today with another destiny video and in today's destiny video I'm going to attempt to solo this week's weekend night full and it is full gaffe that fat motherfucker and we have solar burn, we have void burn and we also have juggler. Let's just get straight into this bad boy and I've got my coffee in my sexy red and white cup. I have my juice and I have my protein shake. I know this t-shirt is bad boy, you know that t-shirt is badass, look at that. I'll show you guys my class set up I'm using, let me show you guys this Nepal shader with this arm and it looks so damn good, look at that if it will load, probably ain't going to load. Well we went for that load, I'll show you guys my class, oh what have I been doing man. It must have been from a strike from yesterday, okay so we've got the vision of confidence as my primary, I've got the FWD spear as my special and I've got the galley galley galaphone now this is going to be basically our last chance of using a galley one because the patch drops later today, now if you're watching, you're probably watching see it's too late but the patch drops at 6 pm UK time, which is about 8 hours after the reset time. we've got until 6 p.m. which is about four hours from now until to do the nightfuls this week because once that patch drops we ain't gonna be able to do the nightful until the Taken King comes out and the patch drops a layer today the 2.0 patch and that is when the gala horn gets that nerf and it's the end of the gala horn. It's the end of the gala horn. Well I'll say Legendary. Exotic motherfucking gala horn. Now look how sexy that looks in that Nepal shader. It looks absolutely badass.  What did we have on here now? I forgot was it? I think it was that. Equally all that maybe was it? I'm not even sure.  Don't really matter to be honest. But yeah the patch drops a layer today. Excuse me and I cannot wait for it. To be honest what I am most looking forward to is PvP. I just cannot wait to play PvP where it isn't overrun with fawns. I just cannot wait and I'm also curious to see what they're gonna do with that blink as well. It's gonna be absolutely epic as well as seeing all the new exotics, the blueprints to update. So that's gonna be so badass. I can't wait to see some of them weapons because we actually don't know a lot of the weapons that are getting updated. So I just cannot wait for that. I really can't. Bitch.   Bitch! Bitch! I haven't really played much of Destiny to be honest. I mean like I'm prepared for the Taken King. There's a little bit of confusion there with the weekly update and the thing where it stayed incomplete banners will be wiped. Yeah. Got a lot of people including me a little confused. I mean I had bounty saved up to use when the Taken King drops so I can level up that gear quickly. But at the end of the day I mean I want to grind. I want to level it up properly. I ain't really bothered about getting to level 40 as soon as possible. I mean it just starts. That does mean nothing to me. It ain't gonna take long to level up to level 40 anyway. That's just where the game starts. Then it's about getting that gear, leveling up that gear, getting that light on that gear and shoot. That's what it's all about. Getting to level 40 is just a start. Just like when a game first came out. Getting to level 20 was the start. I don't have to actually be defensive here because it isn't a respawn restricted area.  I'm gonna have to use my because Juggler's on here. I'm gonna need primary ammo and this Juggler's on. Getting kills in primary ammo will not make primary ammo drop. Yeah guys what are you most looking forward to about the Taken King? The DLC. I mean obviously I'm looking forward to a whole new grind. It's in after playing the first couple of story missions when I went to Seattle to the Bungie headquarters. It was so good. It was so good. That first story that's cinematic which you guys haven't seen yet is absolutely amazing.  It's so good. I mean the story everything is amazing. I can't wait. I'm gonna actually probably delete my titan and create a new titan to run through the whole thing again. And if you guys want to see me record that live I will do it live. I mean I ain't bothered. I will record that whole motherfucking thing live because I'll do it when I run through it all anyway. I just want to hear that sexy new Nolan Norse voice as that little light. I'm gonna be defensive here.  Oh look a lot of that. Whoa shit! The ammo for days. I'm just gonna use a lot of this heavy then.  And they create so are there. And it's just dropping. I've got something like that gives me heavy ammo. Have I? Have I?   Let's get rid of these fucking. Let's get rid of these motherfucking knights. Come on pictures. Whoa whoa that could have gone so bad then that could have killed me.   You know what you don't even need. I don't even need to waste a galley on you. Oops I just picked another one up. Bastard I don't want to say that. Come down motherfuckers come down motherfuckers. I've got myself wears on. So I've got one life. I've got one life. I don't know you know what to think about nightfall as well. Like not being like if you die you've got get sent straight back to orbit. I think that adds to the challenge of a nightfall. I mean like it's just gonna be like a weekly hello.  Don't know if I like that to be honest. I really don't. Like I said I think I might have said it earlier. I'm not sure. Once the patch drops later today in about four hours time I don't think we'll be able to run a nightfall until the Taken King comes out. So we've only got a few hours left. Well by the time you guys see this video. No point in me even telling you it's irrelevant now. But yeah me running this now there's only a few hours left to run a nightfall. So yeah hopefully you guys know I've put out a few tweets. I'm sure you guys know. Plenty of people have tweeted about it.  Loads of people. Who's left? Who's left?   I'm looking and I'm going to sit outside the room and not go in. Switch to my icebreaker and just brilliant. All these bitches hiding. I mean like I know and I like to make you a lot of my subs have come from Call of Duty.   Yeah a lot of my subs are begging me to make more emblems or black ops. So big Call of Duty fans. I actually I'm not going to lie. If you guys follow my tweet, you guys will know. I actually really enjoyed the black ops beta. I mean Call of Duty as of late for me has been absolutely terrible. Absolutely terrible.  I mean I hated modern warfare 3. I hated ghosts. I wasn't too keen on black ops 2. I mean I played it because the survival of my channel depended on it basically but I hated it. I didn't really like the game to be honest. The beta from black ops 3 I really really enjoyed. I mean I'm going to post my channel it's Destiny only now. I don't plan on posting black ops 3 videos at all whatsoever. Destiny is my main game now but it's good to have a game like black ops to go over to when you've done everything in that week for Destiny. I mean there's a lot of things coming and a lot of things you will have to do weekly now in Destiny so most of my time will be on Destiny every week but still a nice change. If black ops 3 is promising when it comes out on November 6th I think it is. Like the beta was. I'm pumped for it. I'm excited. When the beta ended I'm not even lying to you guys. I mean I really missed it. I missed it. I missed the beta. I absolutely missed the beta.  I don't want to go up.  Bitch.   Look at all that heavy.  See this is what I mean about the Gala Horn being overpowered. Look at that. One shot. One shot. Ridiculous. Okay it goes to opening now. Me like as much as I am going to miss the Gala Horn and ruining everything in PvE with it it does need a patch. It does need that nerve. It really does. I mean it's just I mean a lot of people are bitching about it. I mean I can understand to be honest. I can understand people don't like the idea of it being patched.  I mean please no one screenshot that then and make a meme out of it. Get all that heavy. What was I going to say now? The Gala Horn. I personally want to move on. A lot of people want to move on but a lot of people don't want to move on. A lot of people want to take it into the Taken King and ruin shit with it. I mean that's boring man. That's boring. It's going to be the same old same old same old same old. I mean if they just the DLC was just consists of then adding more enemies for you to destroy with the Gala Horn. That'd be boring. People get bored of it so quick. That's pointless in my opinion. Doing what they're doing and nerfing this bad boy is the right idea for me. I believe it's the right idea. Did I just destroy it then? Did I just destroy that ogre then?  Wow that was quick.  Whatever. It is needed. It truly was needed in a second.  Like I said with that. Avoid these shoots out. It's going to wreck faces. With a PVP. I absolutely loved PVP. Back in the Tsuroshu Weijim days. But the Tsuroshu Weijim days. I absolutely loved it. And I just can't take it now of how powerful the horn is. I mean to be honest I don't think the horn is going to be as bad as people are making out. It will be once it gets patched. It ain't going to be that bad. It's just going to be slightly worse. But at the end of the day I think so many other weapons may be on par or a few will be better which means people will branch out and use other weapons which is fine by me. I mean the message out is super OP. Two burst you're done for. Hopscotch program. Full stability. Max stability. Reactive reload. Two burst to the body. Absolutely destroys. I mean it wouldn't bother me. That wouldn't bother me. What bothers me about the horn?   They can get shot twice a bit and you're done for. They can run away across map. They can shoot twice.   It's just relentless. It's just relentless. It's just relentless. I don't even know why I'm fighting these guys to be honest. I feel it's run past them. I think I'm going to do it. I don't need to fight these bitches.  The horn is what ruins PvP commitment. I mean I hate blinking shotguns as well because if someone blinks at you there's not much you can do. You're just done. You're just done.  Blink 100% needs a nerf also.  I'm trying to shoot this motherfucker.  All right mate. Woo girlie, girlie.  Look at that.  He's won. Pack and see what this does. It probably will destroy. Let's see. But yeah, the horn ruins PvP for me. Last word I can deal with. I mean it doesn't annoy me as much as the horn. But I've got a funny feeling that a lot of people will be switched into that. I just want to see what everybody goes to.  No Xbox. What are you doing? I didn't press anything like that.  If I was like, imagine if I went a warlock, I didn't have a south ways. Imagine what would have happened then. I would have died.  I would have picked up my Kinect and headboarded it. I might have been joking.   Oh my days.  And then I think I may have beaten them. Let's just switch to my F1D spear.     And what do we even want from this knife? I don't know if it's anything I really want. What could I do with? I don't even know. I'm just using it. It's the last chance I've got to use my Galatron where it's so old peep. Woo. Look at that damage. So easy. Just shoot it.  Don't hit the wall then.  Absolutely done. Simple as that. But yeah. Bye-bye Galatron. Rest in peace. Rest in peace, Gally. If it gives me another Galatron, imagine that. Do you even see what I've got? Do you even see what I've got? I mean, I've got a Galatron I put up from there. I've only got two Galys and I didn't even really bother leveling it up. I mean, I've got, I was using it on Dragon Strikes. Now it's about it. It's getting a little bit of XP for it, but that's what you're going to see of the Galatron. Oh, this is a shame. It's a shame. What did I get? What did I get? Give, take, equation.  Just my luck though, just my luck. But guys, if you enjoyed the video, do drop a like or do a power reset to support. Thanks for stopping by as always and I'll catch you on the next one. Also, let me know if you do want to see me run through the story from start to finish and a new character because I'll do it for you guys. Just let me know. Thanks for stopping by as always and I'll catch you on the next one. Peace out until next time. Peace.


This video is called Solving Problems with Similar Triangles, video number one. In this video, our job is to find angle A, B, and C, and side length D, side length E. So let's take a look at angles first. We're given that the triangle MNP is similar to triangle QRS. And that word similar means, in terms of triangles at least, that angles are congruent and sides are proportional. So all of these angles are congruent. I see M is the first angle in MNP, Q is the first angle in QRS. And so that means that angle M is congruent to angle Q. So therefore, right off the bat, we know angle A is equal to 41. Continuing on with the angles, angle N must be congruent to angle R. And the reason that N and R must be congruent is N is the second letter of the triangle, and likewise R is the second letter of the triangle. However, we don't know anything about angle N and angle R. So let's take a look at the last angles named in the triangle. Angle P must be congruent to angle S. And since 82 is angle S, I know that B is equal to 82. And now using the triangle sum theorem, let's just look at triangle MNP. We know 41 degrees is angle M. Angle P is 82 degrees. And that means C must be equal to 57 degrees. And the reason why is the triangle sum theorem. The angles in a triangle must add up to 180. So here we have A, B, and C. Now let's take a look at side lengths D and E. In order to find D, I need to figure out how the side length NP is related to the other triangle. So NP. I see in the name of the triangle that NP is the second and third letters of triangle MNP. So second and third corresponds with second and third. And so now we have one ratio. In order to solve with a proportion, we need another ratio. And in particular, we need a known ratio. By known ratio, I mean we need to know something about both pairs of sides in the triangles. So MP is a known side length. And MP corresponds with QS. And QS is also a known side length. And so we can set up a proportion using that known ratio, MP and QS. And we can set it equal to the ratio that we're looking for. Now let's substitute in those values that we know NP. NP again refers to this length. NP is unknown. That's D units divided by RS, which is 12. And that equals MP over QS. And so now we can solve for D by cross multiplying. D times 24 is equal to 12 times 56, which is 648, divided by 24 on both sides. And we get that D is equal to 27. So now we found D. Now the next job is to find E. So length E refers to the side length QR. So let's set up our ratios as QRS, triangle QRS, divided by triangle MP. So length QR, QR correlates with MN. So QR divided by MN is one ratio. And in particular, it's one of the unknown ratios because length E is unknown. So that's the unknown ratio. And again, it's unknown because QR is unknown. And we want to set that ratio equal to a known ratio. The only known ratio in this pair of triangles is 56 and 24. In other words, it's length QS. So first and third. And then the corresponding side to QS. First and third is MP. So now we have two ratios set equal to each other. We have our proportion. And our job is to solve that proportion. So QR again is unknown. It's E units. MN is known. That's 42. And that's equal to QS, which is 24 over MP, which is 56. So let's cross multiply. And then if we divide by 56 on both sides, we get that E equals 18.


Live from Las Vegas, it's theCUBE, covering the AWS Accenture Executive Summit. Brought to you by Accenture. Welcome back everyone to theCUBE's live coverage of the AWS Executive Summit here at the Venetian in Las Vegas, Nevada. I'm your host, Rebecca Knight. We have two guests for this segment. We have Chris Scott, Managing Director Accenture AWS Business Group and JC Novoa, Senior Manager Accenture AWS Business Group. Chris, JC, thank you so much for coming on the show. Yeah, no problem. Thank you, Rebecca, for having us here. So, we're talking today about the call center transformation and this, I'm excited about it as a customer who loads the call centers. So, Chris, why don't you paint the picture for us right now of what a call center looks like, the customer experience and then also the business experience too. Yeah, absolutely. Well, thanks again for having us here. Really excited to talk about Amazon Connect. I think it's one of those services in Amazon that everyone, as you're saying, can really identify with because they've all been through that kind of customer experience before. So, I think what's really interesting about Contact Center is it really hasn't dramatically changed in the last 10 or 15 years. It's all kind of the same kind of phone tree type conversations. And I think there's a few companies that do it a little bit better, but still it hasn't really radically changed over the last 10 or 15 years. And I think Amazon's really playing in that space of disruption and really thinking, how can we do something different in the contact center? So, I think there's a lot of challenges that we see with contact centers today. They're not scalable, right? And a lot of representatives spend 90% of their day handling inbound calls. And that's just not scalable. You can't train people up to address that. Also, there's an issue with reporting. You don't get as much data about the customer experience when they call and you don't understand their intent and what happened and how you improve in the process for the next round. And then I think another big challenge we have is the solutions for contact centers are very complex. And it takes a lot of time to address and change those solutions so you amass a lot of technical debt over the years of operating this because you can't make those changes you really want to. So, I think Amazon is really playing in this space, like I said, in disruption and really creating a better customer experience. Yeah, not only creating that, but making it easier, right? Making it more human to some extent, right? Enabling customers to kind of peer behind the green veil and say, you know what? This is not that difficult, right? You should be able to implement something like Amazon Connect, which is a contact center as a service and not have to worry about infrastructure, not have to worry about all the details and the minutiae that goes into actually making that happen and then be able to innovate immediately, right? Being able to introduce additional artificial intelligence to make that contact center experience more human again, right? To be able to introduce natural language processing and understanding and then all these capabilities out of the box are able to be integrated with Amazon Connect in a way that improves that and then additionally increase containment from the perspective of dedicating live edge and interactions for things that matter and then automating some of the activities that are more Q&A, FAQ type of things that can be addressed by a machine in a manner that makes it more understandable by the person that is calling, right? So that's kind of where we're going here with Amazon Connect. I want to dig into some of those features and capabilities because what you're describing is just making me excited about the next time I need to call a contact center. So explain exactly how this will work for a customer who calls up, what will happen and then what's sort of happening behind the scenes with the technology? So when somebody, a customer calls, right, the idea will be to try to first identify the intent. As Chris was mentioning, what are they calling for, right? And then be able to identify who they are. You know, maybe there were interactions that were happening in different channels, right? This is some of the things that Amazon Connect provides, which is a mechanism for our clients to experience this omnichannel and kind of graduate across experiences for their clients, right? So being able to leverage that is important, right? Yeah, omnichannel. I don't think I can underscore the importance of that enough because it's all about interacting with a system in a business the way you want to interact with them, right? Some folks want to be able to call up and have a conversation with an agent but others want more rapid response, right? And maybe using a chatbot or even moving between all of those different channels within the same conversation. When we work with a client, for instance, a utility, in order to pick a date to schedule service, it's a lot easier to get a text message, go to a website, pull up a little calendar and choose your date rather than the representative giving you 10 options and you're thinking which one works best for you. And then you're also feeling, oh, I got a rush because this person needs to move on to the next customer. So this omnichannel thing really creates a much, much better experience for the user. And Amazon Connect kind of enables that, in a sense, right? It is our entry point for that omnichannel experience. So describe for me how Accenture works with clients implementing Amazon Connect. Yeah, so normally, we want to be able to understand what the client needs is, right? And understand their customer base. So we go through the process of identifying what that use case looks like. How do we then determine what are the different channels that they want to leverage initially? How do we help them graduate to the full omnichannel experience? One channel at a time, right? So we conduct these workshops, we identify what is the current need? How do we ramp up and how do we introduce Amazon Connect? And Chris will tell us a little bit about the... Yeah, a great example and I believe you're speaking with them in a little bit, Rebecca, is mutual of Omaha. Great client that we've worked with and actually doing a breakout session here at ReInvent to talk about their journey out to Amazon Connect. They really started with the problem statement is they wanted to improve their customer engagement. They wanted to retain customers. They wanted to establish new customers and sell new services to their existing customers. And they said, the best way for us to do this is improve our customer engagement through our contact center. So they went about in the market, looked at all the different solutions, looked at their existing solution and they said, you know, Amazon is the platform we want to use. We want to innovate on Amazon. It provides us a lot better features that omnichannel experience. And that's led to better customer engagement. It's led to better tools for the agents and world-leading computer response and machine learning through Amazon and an overall better experience because now they can also get more metrics about what's going on and they can tailor that and continue to improve their solution and respond to customers and improve customer engagement. So I'm curious though, but starting with the business problem, which was mutual of Omaha, they said we want to do better by our current customers and then also attract new ones, so attract and retain. So is that sort of where you like, is that the starting point in terms of how you start to work with clients? That was their starting point. And they said, you know, we found a solution and that's Amazon. Now we need to find a partner that's going to help us with that transformation. And that's when they selected Accenture and asked to help them with the journey. But starting with the question. Starting. Absolutely, they want to understand a couple of things, right? They want to be able to innovate, but they also want to be able to provide this excellent customer experience, right? And what has happened thus far is that the current offerings that they have in place are on premise they're not reliable, they're not scalable and they're costly. At the end of the day, a lot of these actually hits their bottom line, right? But the reality is that they want to be able to delight their customers and be able to provide channels that eventually are going to grow with their customer base, right? Because if you think about it today, that customer is going to expect more of these interactions to follow them through their day. In the morning, they might be able to talk to a device. Well, they're in the car, they might want to talk to a live agent. But when they're at the office, they might want to be able to chat with someone. And that kind of day in the life of a customer is what we're actually trying to help our clients solution in a more formal way. I think also to your point is I think the folks that are interested in Connector are no longer just IT and AWS. It's now the business wanting to engage with AWS and really understanding this new solution. So I think this is a game changer and how Amazon interacts with businesses because now it's the business users that are buying, not just IT. And it's those decision makers who will ultimate. Talk a little bit about who you go to in terms of, is it the CIO? Is it the CTO? About the business decision and what kind of ROI these folks want to see? I think it's a little bit of both. And I think there's a client that you've been working with, JC, that's kind of been on this journey. We started with them, they're looking to expand their business and for that new business expansion, they were looking to have a new solution for their contact center. So we started kind of selling to IT because that was the main buyer. But after IT, you heard about, wow, these are all the cool things that we can do. Here's how we can improve our customer engagement. We went to the head of customer service for this company and they were blown away by the capabilities. And he said, wow, this is really a platform that we can innovate on. So it changes. Yeah, the beauty about that is that those synergies actually is something that we brought together because they themselves were not talking to each other. We think the company, right? In terms of how they can help each other. But the reality is that the customer experience relies on data. And all these workloads that were helping IT move to the cloud actually going to power Amazon Connect and create this more human and natural experience to their customers, right? So that's kind of the end game here. So when you are bringing this new technology to these companies, how hard is it? How big of a challenge is it to get the workforce on board? In some ways the technology is the easy part. It is, but I don't think it's all that difficult because people are really excited about doing something different. As I said, this space in Contact Center hasn't really radically changed in 10 to 15 years. So now folks are saying, wait, I can do that? It doesn't take me three months to do it? I can have what I want next week? That's a game changer. And I think that that's what's really getting people excited. And that's why the folks in the business want to work with us to implement Connect. Yeah, of course there's change management which I understand, right? You know, there's folks that are going to kind of push back. And we understand that, but the reality is at the end of the day, we have the buying from the executive team in these companies that we're working with and they understand the value. And at the end of the day, they help us drive change. And so operationally, it's very much something that we're doing with them together as a journey. But at the end of the day, we're also working with the individual stakeholders within the companies actually to deliver. So we're taking them there. Final question, what is the most exciting thing that you're seeing that you're thinking about innovating on for the contact center of the future? What will it be like? Artificial intelligence. I mean, if you think about how that conversation is going to happen in the future, right?  And if we can achieve that, then I think we're getting there, you know? So that's where I see, I mean, I don't know. Oh yeah, absolutely. It's understanding customer intent in being able to intelligent really route someone to the right place without even knowing necessarily why they're calling or having to tell the agent what they're trying to do. We know why they're calling. Maybe they had a billing issue in the past. So we know that ahead of time and we can address that proactively in the conversation. Great, well Chris and JC, thank you both so much for coming on theCUBE. It was a pleasure talking to you. Thank you very much, Rebecca. I'm Rebecca Knight. We will have more from the AWS Executive Summit coming up in just a little bit.


Welcome back to another episode of human-humane architecture from our cosmopolitan coastal city of Honolulu, Hawaii. I'm here with Bishop Museum's historic DeSoto Brown, again, by DeSoto. Hello, Martin. And can we get the first picture up? Because for the longest time we've been excited about each other's cultures and this sort of compilation of images here shows that the colors of Leys is always different on the other sides of the world. Yes, and we might point out that the Leys that's in the center of the picture does bear the three colors of the German flag, but black, yellow, and red were also important colors for Hawaiian culture, for featherwork, too. There we go. And to the left is me. Whenever I'm away and representing both cultures, I was sort of humorously wearing that in Iowa, where these pictures are from. When I gave a lay to my mentor down there at the bottom left, Calduas, I used the cuckoo in that lay as the more authentic. And then this one is again is sort of in a humorous way, saying that we're in between these worlds, sort of literally and figuratively speaking and spiritually when we're talking about it. So let's go to the next slide, which we want to encourage our audience to think about them and their relationship between climate and culture. And we both haven't had a taste of the cold originally, which is shown at the very on the top is you and at the bottom is me. And then we're now in the warm in the endless summer, referring to that legendary movies title. But today we want to actually remind us and the audience, please, about the time we were excited to enter the beginning of the adult world, which was beginning of high school. And that's us at the very right. And I said this before you look like JFK there. Well, I wasn't very excited at this at the time that this photograph was taken, because I was being sent from here back to Connecticut to go to boarding school, which meant that I was going back to the cold weather. And you're accustomed to cold weather. I'm not accustomed to cold weather. So even though I was smiling in this picture, I wasn't very happy. And I also had to wear a coat and tie, which I really did not like. Yeah, and I wasn't happy because you and then Suzanne said the same that the background actually isn't concrete what I wished, but it sort of made it look like concrete would.  And this is again, the days before the preparation for the real world and that typology we want to look into. And next slide is that while we've been talking about Germany for the longest time, I want to get you there to Soto and supposedly a bunch of other people going with us. And we would shoot for maybe the spring next spring. And this one here is going to be a short tour in February, including again, another holiday. So it would only be four days we would be gone and we're visiting a high school and a special school. And so first slide is we next slide, please, we're going to look into things that we're not going to tell you here because otherwise you won't come, but we will talk about how local resources of materials could inform or should inform how you build. We, for example, this is a concrete plant that's on the way to the construction site. And we have out West Gray specific Rocky Mountain precast here, the prime manufacturer of precast concrete that we believe is the future for the island. Next slide. Yeah. And I think we can also just say too that we talked beforehand about the necessity for using materials that come from the area where you are building and that those will be more appropriate and that they can also be used in a variety of different ways. So we saw in the previous slide, all the different things that could be done with those. And that's type, that's the type of thing you and I discuss a great deal. And next slide, we want to talk about maybe clear out a misconception of many that architecture is this for boy and big genius idea thing. And you just taught me a term before the show how this could be very different in many cases. What is that term? Well, what you talked about the neighbors of this particular building not wanting it to be built. And I said that in English in the United States, we use an expression NIMBY, which means not in my backyard. And that's something that people complain about when something is going to be built near them that they don't want. And so it turns into I don't I understand why we need to build that but just don't build it right next to me. That's what exactly we will tell you about how that was in this case. And who did we going to take along maybe our new landscape program people because you see landscape. And by the way, what we should do here the rainwater of the roof gets shed off through the downspouts and then feeds that garden. But maybe also people from the Department of Tropical Plans and soil science from Thomas Lim and Nicholas, because then maybe coming back, they would appreciate more what vegetation we have here versus the one that has to make it through tough winters over there, right? Yes. So next slide. What else we're going to see? This is greetings to one of our biggest friends and our dear colleague and friend Ron Lindgren was killings worth it. We've been talking a lot about classicism. And along the lines of the case study houses, probably an homage of us or family business to that that the building is almost non existing, or very austere from the outside and only gradually as you see at the very bottom then sort of opens up once you get closer or you come around. And you know, the other thing I was going to say too, we can remind people what we talked about last week was your family firm in Germany. Once you had done one school got hired to do a series of schools. Yeah. And so that became something that you learned about because you had clients having done one that sought you out for other similar types of buildings called that serial killer right now serial work that killer slide. So that is something that for the longest time I've just been looking at mostly mainly culturally. The left ones are from Scandinavian legend of auto who always said, you know, the door handles are basically the handshake with a building. But in these days, we don't want to hide we're, we're going to say this is in a year. So the Chinese who had started the corona virus are now the best in getting it under control. So we're optimistic this will have sort of gotten back into control. But so what's the current debate, other debate about these architectural details, and we should probably have Department of Health people coming with us. Well, we also talked about to just beforehand, how corona virus can live on different surfaces for different amounts of time, depending on the climate and what the surface is. And you told me that the metal that you used for these handles on the right, was specifically with the idea that various viruses would be less likely to live on them. But it depends not only on the surface, but the, but the climate as well. So there's not this course of discussions. Yeah, we don't really know it's it's copper base. So this is brass. And again, we don't tell you more otherwise you don't come with us. That's right. Next slide. What else we're going to talk about is something ironically now the Arabs gonna dump the oil price. And it makes us environment list really, you know, mad because then, you know, oil is cheap again. But we don't give up in saying architecture needs to address the environment in a post fossil way. So we will talk about how buildings can address that. This gives you some clue and more when we're there. Yeah, and let me just point out to oil may be cheap right now, but it won't be in the future. So oil always comes up and down and building long term, you don't want to depend on the idea of cheap fossil fuel being around forever. Yeah. And next slide. And, and you basically said this you asked me you said is what kind of client is that and the nature is public, right? This is society as a client. And that one should be ahead of the game and should demonstrate excellence. This is a condition we will experience you guys have to buy some winter clothes because it's going to be cold in February there, but not in the building. And it's mainly been heated by the sun as you can see here at the top page that sort of, you know, light on the floor is actually the sun coming in through the very southern glass wall. While next slide.  I mean, you before the show you said something you should repeat. Well, one of the things that struck me is that this building really just show does show a classical and we'll see more pictures of it. It does have a very classical type of feeling to it. But we debated discussing the idea of classic architecture as a mandate from the state. In other words, just recently, Donald Trump stated that he thought that there should be classical buildings or that there should be a law that buildings built by the federal government have to follow a classical style. And one of the things that really is offensive about that is that Hitler during his reign also did the same thing of declaring that there had to be an official German government style, which was based on classicism, which was done obviously in a different manner than what this building shows. But in that way, that is an extremely offensive type of statement. And it bothered me a great deal that the federal government of the United States was trying to impose that. And so did a J Fidel. And that's why we did a show together. And thank you. Next slide, this building here hopefully shows that this is cultivated classicism versus cynical classicism, how we called his mandate. This is something we we should. And at the very beginning, we had a little quote picture of a show that I did with Mr. Code Green showmaster that I called Mr. Easy Breezy. And we choose this building as the background because it's the most that we could take home and learn from it actually literally, because this is an exoskeleton. And this is a summer condition that we want to experience when we're over there. But we know how it is all the time here. So here you can see that the exoskeleton. So what holds up the building is also keeping the building cool. And next slide will show that it not only does it by shading and keeping the windows cool, but also the lanai. So you can actually be on the line and I and be comfortable. Next slide. And we will experience and there is a tongue breaker. You want to go ahead and say how do you pronounce it? I'm not even I'm not even going to try that word. You say it. I say in Germany, it's equally challenging. It's fen name non logic. So it's about the phenomenon. And this is a research area in architecture that such things you can only experience in real. You cannot get this across. Although you might say this looks appealing, but the question is how does it feel comfortably?  How does it sound acoustics is a big thing? This is a school building. There's even cold. So all these things we have to experience on the side because you can't do virtually. Right, right. And by visiting it in person. The other thing that I've also pointed out is that the buildings vary in terms of how they're illuminated. So a building illuminated from the outside during the day differs from a building illuminated from the inside during the night. And we've just seen two views of this building day and night to show how it looks under both of those situations, which comes back to the phenomenological or whatever that is very well, experience. Next slide. And, you know, last but not at all least buildings, especially as Jay likes to talk about civic buildings should be engaging and obviously people engage here in and around the building in a very literal way. These are the so excited high school students, they're excited about something else about discovering the opposite gender, right? So that should be built into the mandate of classicism as well, right here in the United States. Absolutely. Next slide. Talking to human factor. This is the other project we want to discover. And that's the most challenging project we've ever done as a firm. We were asked, as you kindly said, based upon track records of these other projects to build a 40,000 square foot school for mentally disabled children. I had never met for unfortunate circumstances, any disabled people whatsoever. So I had to have this steep learning curve. And while you just like keep it with a symbol and saying American Disability Act and you just do everything off the book and checkmarks, I wanted to know how these people really are and the icons at the top are the program. The school is actually called Integrated Learning with All Censors spelled ilmazi in Germany. And unlike we where we can't suppress other essential senses and and be happy when things just look good. These kids can't. So I after I've gotten to know them for this project, I believe they're actually more normal than us considered to be normal people. Yeah, and you and you were saying that because in this particular situation, as you said, we can cover up if there are deficiencies or things that bother us or make us angry or whatever. And those kids can't. So you have to take all of those things into consideration in terms of not only educating them, but the surroundings in which you do it. And that's what you said you did. Yeah. And this architectural model basically shows how nature, the elements, light and air and views are infused into the building. Everything that glows is basically open space. Because it's essential for these kids. They basically go nuts if you don't provide them. And we go nuts as well. But we don't show as you say, you know, immediately we suppress this, we cover it up. And it shows up somehow and later. But with these, you know, kids immediately next slide. So we will basically talk about I will share my learning curve. These are just three pictures that, you know, again, I listened to the future director of the school. And it was this big learning curve. Again, and to what did it lead? We had to make a decision. The next slide, we came to the conclusion we cannot build conventionally. We're doing something that Tropicare Walkwood calls prototyping, architecture prototyping, when we were telling the client that we think we can only build in timber, solid timber with no interior finishing, there is no shitrock, as I call it, no gypsum, no nothing, no covering up. It's all real and authentic, the real deal. The client basically said, I think you guys need more treatment than my kids. And we asked him before he fired, before he might have fired us to give us 3000 euros. And we built this full scale mockup had it is in this hallway for three weeks. And these client guys called me every morning with another reason why it wouldn't work. And I was resisting that. And at three weeks, he said, Damn it, do it. But then I also said get it on my hallway because it's a fire hazard. And we said, Well, thank you very much for identifying that. And maybe you signed as a very qualified fire rating engineer consultant, which I did. And we get to that at the very end. So we'll talk about that. Amongst other things, which are next slide. Well, wait, before we do that, though, yeah, here's a section Oh, yeah, of that that you brought with you. And as you can see, these are vertical members with a sort of a space in between them. Yeah. And this is what it looked like. And you said that you left this unfinished. So this is just natural wood inside, correct? Yeah. And this is actually what you hold up is something that that has to be added on because while here we could do there's a term single wall construction, you cannot do that in Germany, under the extreme climates and also the really extreme way more extreme than here. Energy sufficiency, standards, which again, we should have basically mechanical engineers, and sustainability people join us that they can experience how a government is basically mandating and encouraging to build really off the grid. So what you were holding up next slide is actually something so this is the structure. So we will hopefully have some mechanical engineers with us structural engineers, who, you know, are getting excited about the nature of prefabricating next slide. And did you say also that this is the exterior? Yeah, it's like that. So that that will be very interesting to see how this has weather.  But next slide. And we will see other innovative materials. So I will share the story about what tricky beast sustainability is here that a plastic foil, there's a roof material that's called ETFE et alan tetra fluid et alan. And the most flamboyant project is the one that's above there that in a year will be back to public business. But right now they're going to have a ghost game here. This is the major soccer stadium in Munich in Germany. And it's comprised of the same facade of that material. And how I learned that this is more sustainable than glass. So a plastic bag over a courtyard that can be more sustainable and basically melt it. Same which glasses we will share with you when we're there. Because it doesn't seem obvious to begin with. But all things considered, we will learn that and you pointed out to in that in this picture that we're looking at, that is actually the sunshine coming through that's not artificial light. And you said to that the admitting UV rays is part of the requirement for the students in this school. Well, yeah, thank you for reminding me because they do to their, you know, impacted health both physically and and psychologically and mentally. They the problem is they they should go outside all the time, but it's very cold. So they catch a cold and that's bad. So they can't stay inside because then they're lacking the healthy rays, the UV rays and this particular material different than glass, let's get to them. So there's, you know, this health aspect, so probably have Department of Health people come with us how buildings can make people keep people healthy and make them happier through that, which buildings have the chance to do. Next slide. And obviously, human inhabitation, this again, you see Christmas trees on the window. So that picture was taken around a similar time of that we will go there. Maybe there's snow, maybe there isn't. We can't really predict. And again, this is the finished project with a solid timber tectonics, no extra makeup added. It's the real deal, which again, we thought these kids need. Next slide. And we're going to have a couple of reading assignments, there are a couple publications that some most in English, so don't worry, some in German you can learn that will deliver and provide before and so you can come prepared and then do what we call these all American terms, post occupancy evaluation POE, EBD, evidence based design and LCA, life cycle assessment, because buildings only show over time if they actually work.  And but they also say which things haven't worked, which are actually more important because from these we learn only from these we learn, not from our successes, whatever, but from our failures we learn. Correct? Right, right. And that is also very basic things like how does the traffic flow go through a building? Is the corner too sharp? Is it is it wide enough? Is it too skinny? All of those things again, as you say, you don't know until you're actually especially thank you to soda in a school like that where the kids can't really maneuver, right? I mean, they can hardly walk in their wheelchair. So this pushes it to the edge, all these things, you know, considering exactly. Next slide is going to get to your closer to your sample because that was actually how it looked like to begin with and it looks rather similar to the sample you were holding up. And again, at the top right, I put in a recent news article because right after the show with with Jay about Trump's classicism, he sent me a link to and see what the French president is doing. He wants to mandate in a better way. He wants to mandate that public buildings have to use 50% of wood of timber, which potentially is the building material that can help saving the planet. This little German headline there is from a recent local newspaper where they're the politicians, the Green Party is basically promoting to build a new school entirely out of wood. And some clever journalists were saying, Hey, wait a minute, there was this pioneer that did that some almost two decades ago. So it's definitely worth looking back. And next slide. We will talk about the challenges, the roofs were a challenge. There's green roof on there. They were challenging. And next slide is going to be this is how it looks today. And as you said, it's interesting. How does this weather this special wood treatment is called thermally modifying timber. We did a show way back that we say it could be potentially of interest for the island. And you can hold up the two other examples you have. Right, right. So these are samples which Martin has brought in. This is the original ironwood. Now ironwood is an invasive species here. And it is something that grows very fast. And you can cut it down. It'll grow again. This is the natural of the way it looks naturally. This one in this hand has been treated. And so you can see not only does it look different. But I think it as as Martin said, it's actually less palatable termites, which is a very good thing here. And I'm sure it has other very positive properties as well. Yeah. And at the top right, you can see our sort of crash test dummies on their own choice, Chris Shigweta and Siraj Sharif, who were when they were doing the Copenhagen program, where the project as indicated with this sort of label the index design award got an award from the Danish Crown Prince, they were at the at that time, Stockholm exchange, and came over for a day. And that's where the idea started to say, Well, if someone would take more time, one could experience this in more detail. And again, you can take something home even literally the stuff you showed is from the mentee Nick Chivitano. And next slide. Very hot off the press or the oven we can say here is Kelly Keanu, who is doing his dog project with me. And he's looking into which I can show up here. This is actually Coco palm wood. So a local resource that gets basically friction welded with these wooden lignolock pens made by a on the edge of the Mauka of the Alps by a German company called back and actually Kelly did the same we want to do he flew there and visited with them and they advised him and here's his fire rating testing. This is his proposition to solve the housing crisis on the island that the transit oriented development four to five story building buildings to house the too many people on the island could be taken care of. Again, inspired by the project on the left, this was an article I wrote with this very fire rating engineer about the project we did. Next slide. And we will referring to a show here that we did on in the old show days, the previous show Urban Transcendence, we call this Germany's Kakaako Hamburg Harbor City. We plan to go there too. This is a fellow Makai city Hamburg, and it has a harbor, hopefully the cruise ship problematic of Corona has by then sort of softened itself. And this is a this is a neighborhood that again has a lot to do with Kakaako and how they, you know, basically dealt with education in an urban fabric on steroids is very, very interesting and worth to learn. And last slide here, the final assessment will be what the soda? Well, the final assessment after people return from their trip to Germany, and having seen these buildings and seen all the details that you just talked about, and we talked about, will be to create a think tech program about it. And so that that will be an exercise in creating a video, writing it, producing it and doing all that other stuff. So it won't just be the people who are architecturally oriented who will be involved, but there'll be people who know about production, video and so forth to do the final assessment of what this particular trip taught them when they went all the way over to the other side of the world to Germany, where it was cold, and they saw these interesting innovative buildings. Yeah. And of course, we as veterans, having done shows, we will train them. But again, as you said, it might be actually people from the College of Communication, journalism that want to join us that use it as a chance to report from the other side of the world about something innovative to take home to Hawaii, as you said. So hopefully we got you excited to join us next week is actually going to be spring break. And so we're going to try to get you excited about our next year spring break trip, which is touching on another very essential, especially these days in the corona very essential typology of nutrition. And until then, please stay educatedly elaborate, elaborately educated. Bye bye.