Chicago Tonight – More on the Story

Consumer Tips from “The Fixer”

We’ve all had frustrating experiences calling customer service. But what is life like for the person answering the phone? Chicago Sun-Times’ “The Fixer” columnist Stephanie Zimmermann will have a report from inside those call centers on Chicago Tonight at 7:00 pm.

Stephanie Zimmermann (Image credit: Chicago Sun-Times)

What can consumers do to improve their experiences when dealing with customer service representatives? Here’s some advice from call center workers:

Consumer Tips:

- Treat the reps with kindness. No swearing, please!

- Don’t call on a speakerphone or while driving your car, and don’t be vacuuming, eating, going to the bathroom or engaging in “bedroom activities” while calling for customer service (all of which has actually happened to call center reps!)

- Have your account number, password, etc., ready and be ready to take thorough notes.

- Write down your questions before you call and leave space to write the answers.

- If you’re calling because a product isn’t working – such as a computer that is acting up – be ready to troubleshoot solutions with the rep over the phone. This is a requirement under most warranties before a service call can be offered.

- Get the rep’s ID number and last name, and their direct phone extension if they’ll provide it.

- When you finish, ask the rep to read back everything that was logged about the conversation, to make sure it is an accurate portrayal of the problem.

- If this is your second or third call, tell the rep you don’t mind waiting so they can read through the notes of your previous calls.

And here is some tongue-in-cheek advice from a 10-year veteran of customer service call centers (originally published in the Chicago Sun-Times “The Fixer” column):

Tongue-in-cheek Advice

- Call on a speakerphone. Talk softly, as far away from the phone as possible, and have plenty of background noise. Blaring radios or TVs are a must.

- Call on a cell phone, especially when you are driving or anywhere the reception is lousy. Then get upset at us when we can’t understand you because of a bad connection or the call drops.

- If you are calling from a landline, answer your cell phone when it goes off and/or have multiple conversations with people around you. When you do talk to us, put the phone under your chin so we can’t understand a word you are saying.

- Be unprepared: Don’t know your account/member number, passwords, Social Security number, phone number or address where you live. And don’t have a pen and paper ready to write down anything I tell you, especially the name of the person you are talking to.

- When describing a situation or problem, monopolize the conversation so the representative can’t get a word in.

- Call while you are eating or drinking. There’s nothing like sharing a meal or slurping your morning coffee in the ear of a total stranger. Even better, blow your nose with the phone up to your mouth.

- Don’t listen to a word the representative says; then make them repeat everything they’ve told you.

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Blues Camp

Peyton McDowell performing at Blues Camp. Image Credit: Carlton McDowell

On Chicago Tonight at 7:00 pm, Jay Shefsky goes behind the scenes of a summer camp for kids dedicated to the Blues.

The moment Nancy Rice heard about Fernando Jones’ Blues Camp, she knew it would be perfect for her grandsons, Peyton and Carlton McDowell. The Blues might not be the preferred music for most 7- and 10-year olds, but Nancy began teaching her grandchildren about the Blues as soon as they picked up the guitar. The only problem? Nancy didn’t realize the camp was for 6th- to 12th- graders, not 6- to 12-year olds.

“My youngest grandson said, ‘Grandma, I think if you told that man about me and he just heard me play, he’d let me in,’” recalled Nancy. “I wrote Fernando a little note about how I grew up with the Blues—I was around when the Blues was red hot too, and my grandsons really wanted to attend, so would he give them a chance to audition?”

Jones now credits Peyton for causing him to open the camp up to more ages, but it’s Jones’ willingness to do so that truly characterizes the program. He began Blues Camp in the summer of 2010 with the intention of creating a place where kids from all different backgrounds and ranges of abilities could learn about the Blues. Since then, camps have opened up in California, Texas and Memphis, in addition to the Chicago location.

Not that the kids stay put. Jones leads campers around the city as he exposes them to the roots of the Blues. The kids perform three gigs, including at Reggies Rock Club and Buddy Guy’s Legends.

To view photos of the kids playing, click on the image below.

Blues Camp

Click image to view photo gallery

“Some of the things that you learn there you can’t learn anywhere else, like how to play with the other kids,” said camper August Domanchuk. “You can’t learn how to do that by yourself. When you play with someone, they almost have a whole different personality than when you talk with them…they’re speaking a different language.”

August, now 12, has attended Camp Blues for two years. He had played guitar before, but it wasn’t until the camp that he learned about the Blues.

“Nowadays, you don’t really hear that much Blues on the radio, just hip-hop, rap and stuff,” said August. “[The Blues are] something that you really can connect to as a musician. A lot of people dislike it because they think it’s sad…they’ve never really connected to it.”

In the following video, August plays at Buddy Guy’s Legend.
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August’s experience at the camp taught not only him about the Blues, but also his parents. Although his mother, Michelle, plays the piano and clarinet, she wasn’t really exposed to the Blues until she saw a flier for the camp and August began practicing for his audition.

August plays at Buddy Guy's Legend. Image Credit: Michelle Domanchuk

“My husband and I, we just got such a kick out of the whole week,” said Michelle. “It was just a vacation for us to be downtown in Chicago, to watch and hear these kids play and meet other adults who have a love of music. You get to know people very well.”

Blues Camp is more of a community than a week-long program, an opportunity to mesh a variety of people together through a shared passion for music. Perhaps that’s why so many campers from the first year came back for the second, or why Nancy Rice’s grandsons attended two Blues Camps this year—one in California and one in Chicago. And why after their first session, about 14 Californian campers followed them back to Chicago to keep jamming.

It costs $750 to $1,000 per week to train each camper, but Jones insists on keeping the camp free. Sponsors such as Microsemi, The Mary Barnes Donnelley Foundation, Columbia College Chicago and the Blues Kids Foundation have allowed him to do so.

This decision has made the camp more diverse and the community around it stronger, as parents and kids work together to raise money for the program. According to Michelle, who has volunteered selling t-shirts and other products for the camp, one girl rode her bicycle across the state to help raise money.

“That’s a wonderful thing, that people really value the camp,” she said.

Carlton and Peyton McDowell play with the intermediate band.
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After their first day at Blues Camp last year, Nancy said Carlton and Peyton told her, “We love it, we love it Grandma, we just love it!”

That enthusiasm hasn’t waned with time. “When it’s time to go home, they don’t want to—they ask to stay and play in the jam sessions.”

Fernando Jones plays with his campers. Image Credit: Carlton McDowell

On a typical day, the campers have a lesson in the morning. Jones then outlines the day’s activities and tells them who the special guest will be. The kids practice in ensemble groups and listen to Jones lecture on the history of the Blues. If there’s time, they have one more jam session at the day’s end.

Fernando Jones was born on the South Side of Chicago, a self-taught musician who began performing, playing guitar and writing songs at age 4.

Since 2005, he’s been a professor at Columbia College Chicago. He’s written a book, I Was There When The Blues Was Red Hot, and in 2008 was a Keeping the Blues Alive Recipient. His mentor, Chicago Bluesman Willie Dixon, asked him to “keep the Blues going,” and Jones has lived up to that request through his music, his classes and his camp.

“The first camp, [August] came home saying it was the best week of his life,” recalled Michelle. “It’s just a great experience to be able to play with other kids his age from all different backgrounds. To be able to create music together without having rehearsed…it’s just a big jam session.”

For more information on Blues Camp, click here.

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A-Paddling We Will Go

Intrepid reporter reluctantly accepts his assignment to enjoy new beach sport on a gorgeous summer day

Forget swimming and jet skiing. Give the yacht a break. There’s a new way to take on the tempestuous waters of Lake Michigan. It’s not exactly surfing or kayaking. It’s not exactly propelling a gondola, but it’s a hybrid of all three of those. It’s called “Stand up paddleboarding.”

“It’s been around for 1,000 years as a Polynesian method of transportation of goods. They would go island to island,” said Ian Jacobson, the proprietor of the Great Lakes Board Company. “In the past few years, a whole industry has sprung up around it.”

Already popular on the east and west coasts, the sport has just started to make waves with beach-goers on the third coast.

“It’s definitely something where you can get out there and it’s a full body workout, whereas you’re only getting an upper body workout in the kayak,” said Jacobson.

Wave-seeker Pat Noyes agrees.

“The surface is constantly moving so it’s a constant struggle to keep your balance, and that’s what gives you the workout,” he said.

“You’re using muscles you never even knew existed,” said Jacobson.

Two years ago, Ian Jacobson began the Great Lakes Board Company on Glencoe Beach — renting out boards and giving lessons to beginners. The shop has now moved to North Avenue Beach in Chicago, directly south of Castaways Bar and Grill.

Jacobson says it’s a perfect summer sport for Chicago because the winds tend to come from the south, causing calmer waters.

“This is a north wind right now, that’s what we usually get in the fall and winter, and so this north wind when it comes over the lake, it’s called fetch, the distance it travels, so it has all that distance to travel and that’s what builds up the waves,” he said.

My only experience on a board-like contraption in the water came in Huntington Beach several years ago. I remember it vividly. The tide was high. The beach bodies were tanned and lotioned. Frankie and Annette were rocking the beach blanket bingo. Never having touched a surfboard before, I decided I was ready to swim out to the crest and see what the sea had in store for me. I lost that battle and almost lost my life.

Miraculously, I was towed back to shore, humbled and appalled at my recklessness. Frankie and Annette kept rocking.

I was ready to try it again in the somewhat calmer waters of Lake Michigan on a windy summer day. Jacobson gave me a quick crash course. I figured it was appropriate since I would probably mostly be crashing.

“You gotta get going and get past the initial waves,” he explained. “If you’re mulling around on this inside part, you are gonna get rocked.”

“If I get stranded way out there, can I turn the motor on?” I asked. (My lame attempt at a joke to diffuse my nervous energy. No, of course there is no motor.)

The first challenge to the sport of Stand up Paddleboarding is… standing up. You will have to watch the accompanying video to witness how this round of man vs. water went.

Of course, if you’re not willing to be thrashed around, you may need to wait until Lake Michigan is in a better mood.

I tried again on a calm day with no tide. The sensation is as if you are walking on water, which is why Jacobson says the sport will catch on quickly.

I paddled due east for about 10 minutes, turned around and looked upon yonder (north) shore. The beach bums were ants. The mansions were still gigantic.

“Once they see people walking on water, it’s just going to blow up,” said Jacobson.

Great Lakes offers lessons, board rentals, and even yoga instruction out on the water. It’s a peaceful way to enjoy Chicago’s greatest natural resource. But be forewarned: when the tempest stirs, the lake will have her revenge.

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Race Study can Predict Ability to Remember Faces

Race Study

Not being able to tell the difference between people of another race has typically been seen as a sign of racism.

But the idea that “they all look alike” is actually something researchers have studied for decades. And social scientists say it may have more to do with the wiring in our brains than any deep-seated racist tendencies.

Researchers call it the “other race effect.”

“The other race effect is an effect that was found between the mid-1950s and 60s,” explains Assistant Professor Joan Chiao. “What a number of behavioral researchers and also legal experts have noticed is that there tends to be this phenomenon, whereby people seem to remember faces of their own races better than faces of other races.”

Chiao, who works in the Department of Psychology at Northwestern University, says that while there have been a number of behavioral and neuroscience studies of the other race effect, nobody has ever measured what exactly happens in the brain.

But a recent study at Northwestern set out to do just that. Professor Chiao and doctoral student Heather Lucas co-authored the study.

Subjects were fitted with caps used to measure changes in voltage on the scalp.

Lucas performed tests on subjects who were fitted with caps used to measure changes in voltage on the scalp.

The subjects were placed in a chamber where they were shown, in rapid succession, the faces of individuals of a particular race.

In some cases, they viewed faces of their own race. And in others, they viewed images of faces of another race.

“We recorded from electrode sites from sensors all over the head,” said Lucas.

“And this shows the pattern of activity across the whole scalp,” she explains, pointing to computer-generated images of scalps. “And these are averaged over time in milliseconds. So, zero millisecond[s] is right when the face first appears.”

The tests indicate distinct differences in scalp activity with regard to whether a face is remembered or forgotten. Those changes are distinctly different when the subject sees faces of their own race as opposed to faces of another race.

The subjects were placed in a chamber where they were shown, in rapid succession, the faces of individuals of a particular race.

“What’s striking is for the other race faces, you see this kind of opposite pattern,” said Lucas. “You see a greater negative polarity for other race faces that were remembered relative to other race faces that were forgotten.”

What’s different about this study is that the brain activity can actually predict later memory, or how likely someone is to remember a person’s face; whether that’s someone of the same race or someone of another race.

“We found qualitatively different patterns of brain activity predicted whether the face was going to be remembered or not,” Lucas said. “So, you can imagine sometimes we remember faces and sometimes we don’t. But we found something qualitatively different was going wrong, something extra is going wrong or is kind of insufficient when trying to remember an ‘other race’ face, kind of beyond the factors that affect recognition for same race faces.”

The research is important obviously, in understanding how we recognize faces and people in social interactions. But it also has far-reaching implications in the realm of law enforcement as well. For example, in particular, with regards to the reliability of eyewitness testimony.

The tests indicate distinct differences in scalp activity with regard to whether a face is remembered or forgotten.

“Eyewitness identification testimony is so unreliable that, in my view, no conviction should ever rest solely on a stranger identification,” said Rob Warden, Director of the Center for Wrongful Convictions at Northwestern University’s School of Law.

Warden says the research is even more important when taking into consideration the number of convictions that rest on single or even multiple eyewitnesses. Add to that the other race effect, he says, proves further that the human mind does not work like a video camera.

“We know that cross-racial or cross-ethnic identifications are far more unreliable than identifications of the same race,” he said. “This research tends to shed light on that, which I don’t think that we ever understood before precisely. Not the way this research explains it.”

According to the Innocence Project, eyewitness misidentification is the single greatest cause of wrongful convictions nationwide, playing a role in more than 75 percent of convictions overturned through DNA testing.

At least 40 percent of these eyewitness identifications involved a cross-racial identification.

“There is virtually no defense against eyewitness testimony, unless of course you can impeach the credibility of the witness,” said Warden. “If you can prove that the witness could not possibly have seen what the witness testified to.”

At least 40 percent of these eyewitness identifications involved a cross-racial identification.

And with the research that Lucas and Chiao have done, theoretically it could soon be possible to evaluate the reliability of an eyewitness.

“Prior to this investigation, we weren’t able to say exactly that we would necessarily be able to predict whether a face would be able to be well-remembered or not,” said Chiao. “We knew the regions that were associated, but not really exactly a neural signature. What we were able to successfully identify is a neural signature that can predict encoding success.”

But Jon Loevy, a civil rights attorney who works with the Exoneration Project at the University of Chicago, says the courts have traditionally been resistant to allowing expert testimony to question the fallibility of eyewitness accounts. That would make the introduction of scientific tests to evaluate eyewitness abilities highly unlikely.

“Well, hopefully it’s the beginning of an education process that will enable an evolution in the courts where people who have been there a long time will start to see this as a legitimate line of inquiry, a legitimate line of cross-examination,” said Loevy. “Until now, a lot of the judges, maybe some of the older judges, say there’s no place for it, we don’t need to hear some expert tell us eyewitnesses aren’t good or are good.”

Lucas says science could hold the key to unlocking just what makes the mind better or worse at recognizing faces of individuals of another race. So, the question that obviously arises is whether or not the mind can be trained to do a better job at it.

“It does seem like when you have more extensive experience and not just passing experience, but real meaningful interactions with other race individuals on a regular basis, it does lead to improved memory for faces of those races,” said Lucas.

Some legal experts say social science and research like this can play an important role in shaping how the courts deal with eyewitness testimony.

But they say, until conventional wisdom is set aside and science is used as a tool, wrongful convictions may continue to be an unjust consequence.

For more on the study, visit the links below.

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Department of Cultural Affairs and Special Events Leadership

The annual Chicago Air & Water show gets underway on Aug. 20 and 21. We talk to the city’s new Commissioner of Cultural Affairs, Michelle Boone, about this and the uncertain future of arts in Chicago given the budget constraints on Chicago Tonight at 7:00 pm.

Watch a video about the upcoming event below.

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On May 16, 2011, then Mayor-elect Rahm Emanuel released the following information about his Cultural Affairs Leadership team.

“Our diverse arts and cultural scene is a key part of what makes Chicago a vibrant and dynamic place to live,” said Emanuel. “We treasure our flagship institutions, and we also love living in a city where new music, theater, dance and visual arts are being created every day in hundreds of smaller venues. Each member of our leadership team has deep roots in the arts and cultural scene, and each knows that Chicago’s thousands of artists and non-profits are a critical piece of our economic strength. Michelle, Nora, David and Marj will bring the fresh ideas needed to help new talent flourish and keep Chicago a world leader in the arts.”

Department of Cultural Affairs and Special Events Leadership

Commissioner Michelle Boone. Image Credit: joycefdn.org

 

Michelle T. Boone, Commissioner, Department of Cultural Affairs and Special Events
Michelle T. Boone is the senior program officer for Culture at the Joyce Foundation. In addition to her duties at the Joyce Foundation, Boone is an adjunct professor at DePaul University. She serves on the boards of Arts Alliance Illinois, Grantmakers in the Arts, and other Chicago community-based arts organizations. She has been a reviewer for the National Endowment for the Arts, the Illinois Arts Council, and the Cuyahoga (OH) Arts and Culture program, among others. She was previously the director of Chicago’s Gallery 37 and began her career working in television, film, and the recording industry. She served as a Peace Corps Volunteer in Chad, Africa. Michelle holds a B.A. in telecommunications and a M.A. in public affairs from Indiana University, Bloomington.

David McDermott, Chief of Staff, Dept of Cultural Affairs and Special Events
David McDermott has spent the last seven years working as a senior aide to Senator Richard Durbin. Most recently, David led the Senator’s Department of Community Outreach, ensuring that non-for profits, businesses, elected officials, and unions had access to Senator Durbin and federal resources. During the 2008 election cycle, David served as Deputy Campaign Manager on Senator Durbin’s re-election campaign and has also managed campaigns at the congressional, county, and municipal levels. David received a degree in Public Policy from Trinity College at the University of Dublin.

Cultural Affairs Advisory Council
The Cultural Affairs Advisory Council will serve a critical role in helping the Department of Cultural Affairs to carry out its core function of engaging Chicago’s diverse artistic communities. Membership will be drawn from all segments of the City’s arts and cultural community, representing a cross-section of neighborhoods and artistic specialties. The Council will act as the outreach arm of the Department to engage stakeholders in the new cultural plan.

Nora Daley, Chair, Chicago Cultural Affairs Advisory Committee
Nora is the Director of Outreach at Metropolis Strategies, a business and civic organization implementing policy initiatives and programs for regional action on issues including land use, transportation, justice and violence, sustainability and the economy. Daley is the Chair of the Board of Trustees of Steppenwolf Theatre Company, one of the nation’s leading ensemble theaters, producing up to 16 productions each year in its three Chicago theater spaces, including programming dedicated to the development of new plays and theater for young adults. Daley also serves on the board of Navy Pier, Inc. and on committees at the Museum of Contemporary Art and the Museum of Science and Industry. Daley received a BA in Art History from Fairfield University in Connecticut.

Marj Halperin, Vice Chair, Chicago Cultural Affairs Advisory Committee
Marj Halperin runs Marj Halperin Consulting, a strategic communications and management consulting firm serving corporate, public sector and non-profit clients. Before starting her own practice, Marj served ten years as President and CEO of the League of Chicago Theatres. She served as a member of President Obama’s campaign committee for arts and culture policy and has been a speaker on a variety of arts and marketing-related panels. Marj has held positions directing communications policy for Chicago Mayor Richard M. Daley, then-Illinois Treasurer Pat Quinn, the Chicago Park District, and Chicago Public Schools. She began her professional career as an award-winning journalist. Her radio reports have been featured on WXRT and WKQX as well as NPR and NBC Radio Network News.

To watch videos of other events by the Department of Cultural Affairs, click here.

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Chase to Bring More Than 400 Jobs to Chicago

Chase logo

Chase will create more than 400 news jobs in Chicago by the end of 2012 and will open four new branches in the city, Mayor Rahm Emanuel announced on Tuesday.

“By creating new jobs in neighborhoods across Chicago, this expansion will help kick-start economic growth in communities throughout our city,” said Mayor Emanuel. “This announcement represents a significant investment by Chase in our neighborhoods, our residents, and our businesses.”

“Chase continues to support our communities by providing additional local banking services, lending to small businesses and encouraging job creation as we work with the Mayor on revitalizing our neighborhoods,” said Glenn Tilton, Midwest Chairman, JPMorgan Chase.

The new positions will be located at several JPMorgan Chase office downtown facilities, as well as the four new bank branches.

The locations of the new banking centers will be:

  • 5606 W. Montrose – Opening August 2011
  • 4455 S. Pulaski – Opening December 2011
  • 5360 N. Elston – Opening December 2012
  • Diversey & Kilpatrick – Opening December 2012

Chase currently has more than 8,200 employees in Chicago, 128 branches and more than 600 ATMs.

Tuesday’s announcement is the sixth job announcement Mayor Emanuel has made since taking office. He has announced 4,000 jobs since the start of his administration.

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