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YOUR CALL IS VERY IMPORTANT TO US: PART TWO (END)

In Bureaucracy, Business, Self-Help on November 6, 2013 at 12:56 am

So you’ve spent the last half-hour or more on the phone, listening to one recorded message after another (and probably a symphony of bad music).

And you’re no closer to solving the problem that caused you to phone the company/agency in the first place.

What to do?

  1. Go on the Internet and look up the company’s/agency’s website.  Look for links to their Board of Directors.  Often enough you’ll get not only their names but their bios, phone numbers and even email addresses.
  2. Start looking at the bottom of the website page.  Many companies/agencies put this information there–and usually in small print.
  3. Look for the names of officials who can help you.  That means the ones at the top–or at least high enough so you can be sure that whoever responds to your call/letter/email has the necessary clout to address your problem.
  4. If you call, don’t ask to speak directly with Mr. Big–that’s not going to happen.  Ask to speak with Mr. Big’s secretary, who is far more accessible.
  5. Keep your tone civil, and try to make your call as brief as possible.  Don’t go into a lot of background about all the problems you’ve been having getting through to someone.
  6. Give the gist and ask for a referral to someone who can help resolve your problem.
  7. If the secretary needs more time to study the problem before referring you to someone else, be patient.  Answer any questions asked–such as your name, address, phone number and/or email.
  8. State–specifically–what you want the company to do to resolve your problem.  If you want a refund or repairs for your product, say so.
  9. Too many consumers don’t specify what they want the company to do–they’re so caught up in their rage and frustration that this completely escapes them. 
  10. Be reasonable.  If you want a refund, then don’t ask for more money than you paid for the product.  If you want to return a product for an exchange, don’t expect the company to give you a new one with even more bells and whistles–unless you’re willing to pay the difference in price.
  11. If you want an agency to investigate your complaint, don’t expect them to drop everything else and do so instantly.  Give them time to assess your information and that supplied by others.
  12. It’s usually possible to get one agency to sit on another–if you can make a convincing case that it’s in that secondary agency’s best interests to do so.  If you’ve been roughed up by local police for no good reason, you can file a complaint with that department–-and the FBI and U.S. Attorney’s Office (federal prosecutor) to investigate.
  13. That doesn’t guarantee they will resolve your problem.  But if you can show that the cops have violated several Federal civil rights laws, the odds are that someone will take a serious look at your complaint.
  14. If a company/agency official has acted so outrageously that the company/agency might now be held liable for his actions, don’t be afraid to say so.  But don’t threaten to sue.  Just point out that the employee has acted in such a way as to jeopardize the company’s/agency’s reputation for integrity/efficiency and that the organization is not well-served by such behavior.
  15. Whoever reads your letter/email will instantly realize the legal implications of what you’re saying–and, in most cases, will take quick action to head off a lawsuit by trying to satisfy your request.  The foremost priority of every bureaucracy is to ensure its own survival.
  16. Give the CEO’s secretary at least one to two days to get back to you.  Remember: Resolving your problem isn’t the only task she needs to complete.
  17. If you’re writing the CEO, make sure you use his full name and title–and that you spell both correctly. People don’t get to be CEOs without a huge sense of ego.  Nothing will turn him off faster than your failing to get his name and title exactly right.
  18. As in the case with his secretary, be brief–no more than a page and a half.  Outline the problem you’re having and at least some (though not necessarily all) of the steps you’re taken to get it resolved.
  19. Then state what you want the company to do.  Again, be fair and reasonable.

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YOUR CALL IS VERY IMPORTANT TO US: PART ONE (OF TWO)

In Bureaucracy, Business, Self-Help on November 5, 2013 at 1:15 am

How many times have you called a government agency or company and instantly found yourself put on hold?

To add insult to injury, you usually wind up serenaded by recorded music that would be totally forgettable if it weren’t so unforgivably irritating.

And every 30 seconds or so a recorded voice comes on to assure you: “Your call is very important to us.”

Have you ever wondered: “If my call is so important to you, why aren’t you answering it?” 

The truth is that most companies and government agencies don’t want their employees speaking with the customers who make their existence a reality.

Having your questions answered by another human being requires the company/agency to assign–and pay–people to do just that.

Most hiring managers don’t want to hire any more people than they absolutely have to.  They want to siphon off as much of the company’s profits for themselves as possible.

And assigning people to answer customers’ calls means that many of those calls will take time to answer, because some problems can’t be solved in a matter of seconds.  To a bean-counting executive, time is money.

Even government agencies like police departments don’t want to spend any more time than necessary taking the calls of those who need to reach them.

Even calls to 911 can leave you talking to no one, with only a recorded message telling you to wait until someone deigns to speak with you.

That’s why many bureaucracies arrange that when you call for help, you’re fobbed off with a recorded message telling you to visit the company’s or agency’s website.

This assumes, of course, that

  1. You have a computer; and
  2. If you do, you also have Internet access.

If you

  • Don’t have a computer; or
  • You have a computer but don’t have Internet access; or
  • You do have Internet access but the service is down,

you’re flat out of luck.

And the agency/company couldn’t care less.

But it need not be this way.

Companies and agencies can treat their customers with respect for their time and need for help.

That’s why companies that genuinely seek to address the questions and concerns of their customers reap strong customer loyalty–and the profits that go with it.

One of these is LG, which produces mobile phones, TVs, audio/video appliances and computer products.

LG actually offers an 800 Customer Care number that’s good 24-hours a day.

Its call center is staffed with friendly, knowledgeable people who are willing to take the time to answer customer questions and guide them through the steps of setting up the appliances they’ve bought.

Another company that dares to have human beings stand behind its products–and explain how to use them–is The Sharper Image.

Recently, Dave, a friend of mine, bought an electronic alarm clock that allows you to wake up to a variety of exotic souds–such as a thunderstorm, the seashore, chirping birds or foghorns.

A brochure on how to set the alarm and sounds came with the clock, but Dave couldn’t make sense of it.  Luckily, there was an 800 number given in the brochure for those who needed to be walked through the necessary steps.

Dave called The Sharper Image and quickly found himself connected with a friendly and knowledgeable customer care rep.  She clearly and patiently explained what he needed to do to choose which sounds he wanted to awaken to.

And then she just as patiently repeated that list of steps while he quickly typed them up for future use if he forgot what to do.

Such an approach to customer service is not new–just extremely rare these days.

In his 1970 bestselling primer on business management, Up the Organization, Robert Townsend offered the following advice to company CEOs: “Call yourself up.”

“When you’re off on a business trip or a vacation,” writes Townsend, “pretend you’re a customer.  Telephone some part of your organization and ask for help.  You’ll run into real horror shows.

“Don’t blow up and ask for name, rank and serial number–you’re trying to correct, not punish.  Just suggest to the manager (through channels, dummy) that he make a few test calls himself.”

So how do you cope with agencies/companies that don’t care enough to help their customers?

I’ll address that in my next column.

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REAL IMMIGRATION REFORM

In Bureaucracy, Law, Law Enforcement, Politics, Social commentary, Uncategorized on September 26, 2013 at 12:02 am

If Americans decide they truly want to control access to their own borders, there is a realistic way to accomplish this.

(1) The Justice Department should vigorously attack the “sanctuary movement” that officially thwarts the immigration laws of the United States.

Among the 31 “sanctuary cities” of this country: Washington, D.C.; New York City; Los Angeles; Chicago; San Francisco; Santa Ana; San Diego; Salt Lake City; Phoenix; Dallas; Houston; Austin; Detroit; Jersey City; Minneapolis; Miami; Denver; Baltimore; Seattle; Portland, Oregon; New Haven, Connecticut; and Portland, Maine.

These cities have adopted “sanctuary” ordinances that do not allow municipal funds or resources to be used to enforce federal immigration laws, usually by not allowing police or municipal employees to inquire about one’s immigration status.

(2)  The most effective way to combat this movement: Indict the highest-ranking officials of those cities who have actively violated Federal immigration laws.

In San Francisco, for example, former District Attorney Kamala Harris—who is now California’s Attorney General—created a secret program called Back on Track, which provided training for jobs that illegal aliens could not legally hold.

She also prevented Immigration and Customs Enforcement (ICE) from deporting even those illegal aliens convicted of a felony.

(3) Indicting such officials would be comparable to the way President Andrew Jackson dealt with the threat South Carolinians once made to “nullify” any Federal laws they didn’t like.

Jackson quashed that threat by making one of his own: To lead an army into that State and purge all who dared defy the laws of the Federal Government.

(4) Even if some indicted officials escaped conviction, the results would prove worthwhile. 

City officials would be forced to spend huge sums of their own money for attorneys and face months or even years of prosecution.

And this, in turn, would send a devastating warning to officials in other “sanctuary cities” that the same fate lies in store for them.

(5) CEOs whose companies–like Wal-Mart–systematically employ illegal aliens should be held directly accountable for the actions of their subordinates.

They should be indicted by the Justice Department under the Racketeer Influenced Corrupt Organizations (RICO) Act, the way Mafia bosses are prosecuted for ordering their own subordinates to commit crimes.

Upon conviction, the CEO should be sentenced to a mandatory prison term of at least twenty years.

This would prove a more effective remedy for combating illegal immigration than stationing tens of thousands of soldiers on the U.S./Mexican border. CEOs forced to account for their subordinates’ actions would take drastic steps to ensure that their companies strictly complied with Federal immigration laws.

Without employers luring illegal aliens at a fraction of the money paid to American workers, the flood of such illegal job-seekers would quickly dry up.

(6) The Government should stop granting automatic citizenship to “anchor babies” born to illegal aliens in the United States.

A comparable practice would be allowing bank robbers who had eluded the FBI to keep their illegally-obtained loot.

A person who violates the bank robbery laws of the United States is legally prosecutable for bank robbery, whether he’s immediately arrested or remains uncaught for years. The same should be true for those born illegally within this country.

If they’re not here legally at the time of birth, they should not be considered citizens and should–like their parents–be subject to deportation.

(7) The United States Government–from the President on down–should scrap its apologetic tone on the right to control its national borders.

The Mexican Government doesn’t hesitate to apply strict laws to those immigrating to Mexico. And it feels no need to apologize for this.

Neither should we.

(8) Voting materials and ballots should be published in one language: English. 

In Mexico, voting materials are published in one language–Spanish.

Throughout the United States, millions of Mexican illegals refuse to learn English and yet demand that voting materials and ballots be made available to them in Spanish.

(9) Those who are not legal citizens of the United States should not be allowed to vote in its elections.

In Mexico, those who are not Mexican citizens are not allowed to participate in the country’s elections.

The Mexican Government doesn’t consider itself racist for strictly enforcing its immigration laws.

The United States Government should not consider itself racist for insisting on the right to do the same.

(10)  The United States should impose economic and even military sanctions against countries–such as China and Mexico–whose citizens make up the bulk of illegal aliens. 

Mexico, for example, uses its American border to rid itself of those who might demand major reforms in the country’s political and economic institutions.

Such nations must learn that dumping their unwanteds on the United States now comes at an unaffordably high price.  Otherwise those dumpings will continue.

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SALUTING THE AMERICANS WHO GAVE US 9/11: PART THREE (END)

In Bureaucracy, History, Military, Politics, Social commentary on September 13, 2013 at 12:00 am

Colonel Brandt: “I wonder what we’ll do after we lose the war.”
Captain Kiesel: “Prepare for the next one.”

–“The Cross of Iron,” film by Sam Peckinpah

On September 12, 2001, President George W. Bush attended a meeting of the National Security Council.

“Why shouldn’t we go against Iraq, not just Al-Qaeda?” demanded Donald Rumsfeld, the Secretary of Defense.

Vice President Dick Cheney enthusiastically agreed.

Secretary of State Colin Powell then pointed out there was absolutely no evidence that Iraq had had anything to do with 9/11 or Al-Qaeda. And he added: “The American people want us to do something about Al-Qaeda”–-not Iraq.

On November 21, 2001, only 10 weeks after 9/11, Bush told Rumsfeld: It’s time to turn to Iraq.

Liars Club: Condoleeza Rice, Dick Cheney, George Bush, Donald Rumsfeld

Bush and his war-hungry Cabinet officials knew that Americans demanded vengeance on Al-Qaeda’s mastermind, Osama bin Laden, and not Iraqi dictator Saddam Hussein,. So they repeatedly fabricated “links” between the two:

  • Saddam had worked hand-in-glove with Bin Laden to plan 9/11.
  • Saddam was harboring and supporting Al-Qaeda throughout Iraq.
  • Saddam, with help from Al-Qaeda, was scheming to build a nuclear bomb.

Yet as early as September 22, 2001, Bush had received a classified President’s Daily Brief intelligence report, which stated that there was no evidence linking Saddam Hussein to 9/11.

The report added that there was scant credible evidence that Iraq had any significant collaborative ties with Al-Qaeda.

Even more important: Saddam had tried to monitor Al Qaeda through his intelligence service-–because he saw Al-Qaeda and other theocratic radical Islamist organizations as a potential threat to his secular regime.

Bush administration officials repeatedly claimed that Iraq possessed huge quantities of chemical and biological weapons, in violation of UN resolutions. And they further claimed that US intelligence agencies had determined:

  • the precise locations where these weapons were stored;
  • the identities of those involved in their production; and
  • the military orders issued by Saddam Hussein for their use in the event of war.

Among other lies stated as fact by members of the Bush administration:

  • Iraq had sought uranium from Niger, in west Africa;
  • Thousands of aluminum tubes imported by Iraq could be used in centrifuges to create enriched uranium;
  • Iraq had up to 20 long-range Scud missiles, prohibited under UN sanctions;
  • Iraq had massive stockpiles of chemical and biological agents, including nerve gas, anthrax and botulinum toxin;
  • Saddam Hussein had issued chemical weapons to front-line troops who would use them when US forces crossed into Iraq.

Consider the following:

August 26, 2002: Cheney told the Veterans of Foreign Wars, “There is no doubt that Saddam Hussein now has weapons of mass destruction. There is no doubt he is amassing them to use against our friends, against our allies and against us.”

September 8, 2002: National Security Advisor Condoleeza Rice said on CNN: ”There is certainly evidence that Al-Qaeda people have been in Iraq. There is certainly evidence that Saddam Hussein cavorts with terrorists.”

September 18, 2002: Rumsfeld told the House Armed Services Committee, “We do know that the Iraqi regime has chemical and biological weapons. His regime has amassed large, clandestine stockpiles of chemical weapons—including VX, sarin, cyclosarin and mustard gas.”

October 7, 2002: Bush declared in a nationally televised speech in Cincinnati that Iraq “possesses and produces chemical and biological weapons. It is seeking nuclear weapons.”

March 16, 2003: Cheney declared on NBC’s “Meet the Press”: “We believe [Saddam Hussein] has, in fact, reconstituted nuclear weapons.”

March 30, 2003: On ABC’s “This Week” program, 10 days into the war, Rumsfeld said: “We know where they [weapons of mass destruction] are.”

Bush never regretted his decision to invade Iraq, which occurred on March 29, 2003.

Even as American occupying forces repeatedly failed to turn up any evidence of “weapons of mass destruction” (WMDs), Bush and his minions claimed the invasion a good thing.

In fact, Bush-–who hid out the Vietnam war in the Texas Air National Guard-–even joked publicly about the absence of WMDs.

He did so at a White House Correspondents dinner on March 24, 2004-–one year after he had started the war.

To Bush, the non-existent WMDs were nothing more than the butt of a joke that night. While an overhead projector displayed photos of a puzzled-looking Bush searching around the Oval Office, Bush recited a comedy routine.

Click here: Bush laughs at no WMD in Iraq – YouTube 

“Those weapons of mass destruction have gotta be somewhere,” Bush laughed, while a photo showed him poking around the corners in the Oval Office.

“Nope-–no weapons over there!  Maybe they’re under here,” he said, as a photo showed him looking under a desk.

Meanwhile, an assembly of wealthy, pampered men and women–-the elite of America’s media and political classes–-laughed heartily during Bush’s performance.

Ultimately, the war that Bush had deliberately provoked would

  • Take the lives of 4,486 Americans;
  • Cost the United States Treasury at least $810 billion; and
  • Kill at least 116,000 Iraqi civilians.

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SALUTING THE AMERICANS WHO GAVE US 9/11: PART TWO (OF THREE)

In Bureaucracy, History, Military, Politics, Social commentary on September 12, 2013 at 12:02 am

September 11, 2013, marked the 12th anniversary of the worst terrArabist attack on United States soil.  Inevitably, this is a time to remember all those whose lives were so cruelly snuffed out.

But it should also be a time to remember those who made this atrocity inevitable–by refusing to acknowledge and address the impending threat from Al-Qaeda.

British historian Nigel Hamilton has chronicled their arrogance and indifference in his 2010 biography: American Caesars: Lives of the Presidents from Franklin D. Roosevelt to George W. Bush.

Hamilton noted that Richard Clarke, the national security advisor on terrorism, was certain that Osama bin Laden had arranged the [USS.] Cole bombing in Aden on October 12, 2000.

Richard Clarke

For months, Clarke tried to convince others in the Bush Administration that Bin Laden was plotting another attack against the United States–either abroad or at home.

But Clarke could not prevail against the know-it-all arrogance of such higher-ranking Bush officials as VicePresident Dick Cheney; Secretary of Defense Donald Rumsfeld; Rumsfeld’s deputy, Paul Wolfowitz; and National Security Advisor Condoleeza Rice.

Rice initially refused to hold a cabinet-level meeting on the subject.  Then she “insisted the matter be handled only by a more junior Deputy Principals meeting” in April, 2001, writes Hamilton.

Wolfowitz, the number-two man at the Department of Defense, said: “I don’t understand why we are beginnning by talking about this one man, bin Laden.”

Even after Clarke outlined the threat posed by Al-Qaeda, Wolfowitz–whose real target was Saddam Hussein–said: “You give bin Laden too much credit.”

Wolfowitz insisted that bin Laden couldn’t carry out his terrorist acts without the aid of a state sponsor–namely, Iraq.

Wolfowitz, in fact, blamed Iraq for the 1993 bombing of the World Trade Center.  Clarke was stunned, since there was absolutely no evidence of Iraqi involvement in this.

“Al-Qaeda plans major acts of terrorism against the United States,” Clarke warned his colleagues.  He pointed out that, like Adolf Hitler, bin Laden had actually published his plans for future destruction.

And he added: “Sometimes, as with Hitler in Mein Kampf, you have to believe that these people will actually do what they say they will do.”

Wolfowitz heatedly traded on his Jewish heritage to bring Clarke’s arguments to a halt: “I resent any comparison between the Holocaust and this little terrorist in Afghanistan.”

Writing in outraged fury, Hamilton sums up Clarke’s agonizing frustrations:

  • Bush’s senior advisors treated their colleagues who had served in the Clinton administration with contempt.
  • President Bush, Vice President Dick Cheney, National Security Advisor Condoleeza Rice, Secretary of Defense Donald Rumsfeld and Deputy Defense Secretary Paul Wolfowitz seemed content to ignore the danger signals of an impending al-Qaeda attack.
  • This left only Secretary of State Colin Powell, his deputy Richard Armitage, Richard Clarke and a skeptical Treasury Secretary, Paul O’Neill, to wage “a lonely battle to waken a seemingly deranged new administration.”

Clarke alerted Federal Intelligence agencies that “Al-Qaeda is planning a major attack on us.”  He asked the FBI and CIA to report to his office all they could learn about suspicious persons or activities at home and abroad.

Finally, at a meeting with Rice on September 4, 2001, Clarke challenged her to “picture yourself at a moment when in the very near future Al-Qaeda has killed hundreds of Americans, and imagine asking yourself what you wish then that you had already done.”

Seven days later, Al-Qaeda struck, and 3,000 Americans died horrifically–and needlessly.

Neither Bush, Cheney, Rice, Rumsfeld nor Wolowitz ever admitted their negligence. Nor would any of them be brought to account.

Disgustingly, these were the same officials who, afterward, posed as the Nation’s saviors–and branded anyone who disagreed with them as a traitor, practices the Right continues to exploit to this day.

Only Richard Clarke–who had vainly argued for stepped-up security precautions and taking the fight to Al-Qaeda–gave that apology.

On March 24, 2004, Clarke testified at the public 9/11 Commission hearings. Addressing relatives of victims in the audience, he said: “Your government failed you, those entrusted with protecting you failed you, and I failed you.”

Yet even worse was to come.

On the evening after the September 11 attacks, Bush took Clarke aside during a meeting in the White House Situation Room:

“I want you, as soon as you can, to go back over everything, everything. See if Saddam [Hussein, the dictator of Iraq] did this. See if he’s linked in any way.”

Clarke was stunned: “But, Mr. President, Al-Qaeda did this.”

“I know, I know,” said Bush. “But see if Saddam was involved. I want to know.”

On September 12, 2001, Bush attended a meeting of the National Security Council.

“Why shouldn’t we go against Iraq, not just Al-Qaeda?” demanded Donald Rumsfeld, the Secretary of Defense.

Vice President Dick Cheney enthusiastically agreed.

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SALUTING THE AMERICANS WHO GAVE US 9/11: PART ONE (OF THREE)

In Bureaucracy, History, Military, Politics, Social commentary on September 11, 2013 at 9:21 am

It’s that time of year again–yet another anniversary celebration of September 11, 2001.

Yes, today marks 12 years after Islamic terrArabists slammed planes into the Pentagon and World Trade Center, killing more than 3,000 Americans.

(They would have slammed a fourth plane into the White House or the Capitol Building, but for the heroic resistance of the passengers on United Airlines Flight 93.)

In the years immediately following 9/11, politicians of both parties used this anniversary to trot out flags and patriotic speeches.

World Trade Center on 9/11/01

This was especially true for officials of the administration of George W. Bush–which, even as the rubble was still being cleared at the Pentagon and World Trade Center, was preparing to use the attack as an excuse to topple Saddam Hussein.

(Hussein had had nothing to do with the attack–and there was absolutely no evidence proving he did.  But that didn’t matter.  What mattered was that “W” had the excuse he needed to remove the man he blamed for the 1992 defeat of his father, George H.W. Bush.

(Bush believed that his father would have been re-elected if he had “gone all the way” into Baghdad.  He, George W. Bush, would finish the job that his father had started but failed to complete.)

So here it is 12 years later, and, once again, those who died are being remembered by friends and relatives who knew and loved them.  They are also being celebrated by politicians who knew them only as potential constituents.

It is in fact appropriate to remember the innocents who died on that day–and the heroism of the police and firefighters who died trying to save them.

But it’s equally important to remember those who made 9/11 not simply possible but inevitable.

And that does not mean only the 19 highjackers who turned those planes into fuel-bombs.  It means the officials at the highest levels of the administration of President George W. Bush.

Officials who, to this day, have never been held accountable in any way for the resulting death and destruction.

Obviously, such an indictment is not going to be presented by TV commentators today–not even on such liberal networks as CNN and MSNBC.  And most definitely not on the right-wing Fox network.

Fortunately, British historian Nigel Hamilton has dared to lay bare the facts of this disgrace.  Hamilton is the author of several acclaimed political biographies, including JFK: Reckless Youth and Bill Clinton: Mastering the Presidency.

In 2007, he began research on his latest book: American Caesars: The Lives of the Presidents from Franklin D. Roosevelt to George W. Bush.

The inspiration for this came from a classic work of ancient biography: The Twelve Caesars, by Gaius Suetonius Tranquillus–known as Suetonius.

Suetonius, a Roman citizen and historian, had chronicled the lives of the first twelve Caesars of imperial Rome: Julius Caesar, Augustus, Tiberius, Caligula, Claudius, Nero, Galba, Otho, Vitellius, Vespasian, Titus and Domitian.

Hamilton wanted to examine post-World War II United States history as Suetonius had examined that of ancient Rome: Through the lives of the 12 “emperors” who had held the power of life and death over their fellow citizens–and those of other nations.

For Hamilton, the “greatest of American emperors, the Caesar Augustus of his time,” was Franklin D. Roosevelt, who led his country through the Great Depression and World War II.

His “”great successors” were Harry S. Truman, Dwight D. Eisenhower and John F. Kennedy–who, in turn, contained the Soviet Union abroad and presided over sustained economic prosperity at home.

By contrast, “arguably the worst of all the American Caesars” was “George W. Bush, and his deputy, Dick Cheney, who willfully and recklessly destroyed so much of the moral basis of American leadership in the modern world.”

Among the most lethal of Bush’s offenses: The appointing of officials who refused to take seriously the threat posed by Al-Qaeda.

And this arrogance and indifference continued–right up to September 11, 2001, when the World Trade Center and Pentagon became targets for destruction.

Among the few administration officials who did take Al-Qaeda seriously was Richard Clarke, the chief counter-terrorism adviser on the National Security Council.

Clarke had been thus appointed in 1998 by President Bill Clinton.   He continued in the same role under  President Bush–but the position was no longer given cabinet-level access.

This put him at a severe disadvantage when dealing with other, higher-ranking Bush officials–such as Vice President Dick Cheney, Secretary of Defense Donald Rumsfeld, Rumsfeld’s deputy, Paul Wolfowitz and National Security Advisor Condoleeza Rice.

These turned out to be the very officials who refused to believe that Al-Qaeda posed a lethal threat to the United States.

“Indeed,” writes Hamilton, “in the entire first eight months of the Bush Presidency, Clarke was not permitted to brief President Bush a single time, despite mounting evidence of plans for a new al-Qaeda outrage.”  [Italics added]

Nor did it help that, during his first eight months in office before September 11, Bush was on vacation, according to the Washington Post, 42% of the time.

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A NEW WAY TO COMBAT TERRORISM: PART TWO (END)

In Bureaucracy, History, Politics on May 20, 2013 at 12:00 am

Within investigative agencies such as the FBI and CIA, there are divisions specializing in two types of Intelligence:

Tactical Intelligence: This concerns matters that are of immediate importance. Examples: Al Qaeda is planning to set off a bomb at a particular place, or a top Islamic terrorist is due to arrive at a particular plce on such-and-such date.

Strategic Intelligence: This concerns matters that are of long-term importance. Examples: How does Al Qaeda recruit new members?  How does it launder its money?

For too long, Intelligence agencies have followed the “buy and bust” example of local and Federal narcotics enforcement agencies. That is: They have gone for the quick arrest of smalltime criminals while ignoring the operating processes of criminal organizations.

To actively combat Islamic terrorism, the American Intelligence community must thoroughly understand the enemy it is facing. Thus, that community should create a corps of experts specializing in:

(1) Islamic religion (2) Islamic history (3) Islamic culture.

Granted, only timely tactical intelligence will reveal Al Qaeda’s latest plans for destruction.

But no matter how adept Islamic terrorists prove at concealing their momentary aims, they cannot conceal the insights and long-term objectives of the religion, history and culture which have scarred and molded them.

While accumulating such intelligence, one question above all others should be kept constantly in mind: “How can we turn this religion / history / culture into a weapon against the terrorists we face?”

To demonstrate how the American Intelligence community could effectively apply such intelligence:

Cultural Intelligence: A U.S. News & World Report story has noted that Palestinian suicide-bombers have been deterred by the Israelis’ use of police dogs.

For religious and cultural reasons, Muslims consider dogs defiled—and defiling—creatures. Islamic terrorists fear that blowing up themselves near a dog risks mingling their blood with that of the dead or wounded animal—thus forfeiting their opportunity to enter Paradise and claim those 72 willing virgins.

Historical Intelligence: The age-old ethnic conflicts between majority Sunni and minority Shiite Muslims are now on lethal display in Iraq. The FBI and CIA can successfully exploit these when recruiting informants or fomenting rivalries among terrorist groups.

These are similar to the animosities once existing between American Indian tribes, such as the Pawnee and Cheyenne. Veteran Army officers used these hatreds to recruit warriors of opposing Indian tribes to scout against warriors of their longtime enemies.

Religious Intelligence: Contrary to politically-correct pundits, it is not only social or economic inequalities which inspire Islamic terrorists, but the Koran itself. Within its pages are numerous exhortations to wage war on “kaffirs” or “unbelievers.”

Dying for Allah is not seen as a waste of life. In fact, the Koran encourages it. Muhammad commands in Surah [chapter] 4:74: “To him who fighteth in the cause of Allah—whether he is slain or gets victory—soon shall we give him a reward of great (value).”

The American Intelligence community must become as intimately familiar with the mindset of its Islamic enemies as the best frontier Army officers became with the mindset of the Indians they fought.

General George A. Custer once freed several white female captives by threatening to hang the chiefs of the tribes responsible. The Indians scorned death by knife or gunshot.

But they feared that the spirit of a hanged man remained forever trapped within his body, thus preventing him from reaching the Happy Hunting Ground. And Custer, knowing this, put this intelligence to effective, life-saving use.

American Intelligence agencies must learn what our Islamic enemies most seek, most prize, and—above all—most hate and fear. Then these agencies must ruthlessly apply that knowledge in defense of America’s survival.

Ali Soufan was one of the few FBI agents intimately familiar with Arabic culture and language at the time of 9/11.  In his 2011 book, The Black Banners: The Inside Story of 9/11 and the War Against al-Qaeda, he sums up the importance of “knowing your enemy.”

People ask what is the most important weapon we have against al-Qaeda, and I reply, “Knowledge.”

….As Sun Tzu wrote in The Art of War, when we know our enemy’s strengths and weaknesses, and at the same time we know our capabilities–that’s when we are best-placed to achieve victory.

…Our greatest successes against al-Qaeda have come when we understood how they recruited, brainwashed and operated, and used our knowledge to outwit and defeat them. 

Our failures have come when we instead let ourselves be guided by ignorance, fear and brutality.

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A NEW WAY TO COMBAT TERRORISM: PART ONE (OF TWO)

In Bureaucracy, History, Politics on May 17, 2013 at 1:25 am

It’s long past time to re-think the role that inflexible bureaucracies have played–and continue to play–in the so-called “war on terror.”

In fact, a good place to start would be scrapping that phrase.

“Terrorism” is not and never has been an end in itself. It is, instead, a means to an end, nearly always used by organizations unable to field conventional armies.

“Terror,” as such, can never be eliminated. But those who practice it can be targeted for destruction.

Thus, a more accurate–if politically incorrect–title for the conflict now raging between the United States and its Islamic enemies would be: “The War on Islamic Aggression.”

It’s true that not all Islamics are terrorists. But it’s equally true that most of the terrorists now threatening America are Islamics.

Bureaucracies are, by their very nature, conservative institutions. They may start out as innovators, but, over time, techniques that were new and fresh become old and brittle.

What worked in the past against one problem fails to work when pitted against an entirely new challenge.

Since 1981, the United States has been on the defensive against Islamic terrorism. As noted investigative journalist Bob Woodward warned in a 2001 Frontline documentary:

“These terrorist incidents–they [American Intelligence agencies] used the tools that were available, but it was never in a coherent way.

“I know from talking to those people at the time, it was always, ‘Oh, we’ve got this crisis. We’re dealing with the Achille Lauro now,’ or ‘We’re dealing with Quaddafi,’ or ‘We’re dealing with Libyan hit squads,’ or ‘We’re dealing with Beirut.’

“And it never- they never got in a position where they said, ‘You know, this is a real serious threat,’ not just episodically, but it’s going to be a threat to this country throughout the administration, future administrations.

“We need to organize to fight it. It can’t be a back-bench operation for the FBI and the CIA. It’s got to be somebody’s issue, so it’s on their desk every day. What do we know? What’s being planned? What are the threats out there?”

It’s time for the United States to cast aside its hidebound, case-by-case approach to fighting Islamic aggression. It’s time for American Intelligence to recognize that the secrets to defeating Islamic terrorism lie within the history, culture and religion of the enemies we face.

In Warriors of God: Richard the Lionheart, Saladin and the Third Crusade [Doubleday, 2001] James Reston, Jr. demonstrates that the past is truly prologue for the soldiers of Islam.

Suicide Warriors: Rashid al-Din Sinan, known as “The Old Man of the Mountain,” was the head of the Assassins. He was imam to a cadre of young men, known as fidai, who swore personal allegiance to him.

Once, to prove the devotion of his followers to a Crusader leader, Sinan gave a quick hand signal to two fidai high in a tower. At once, both leaped to their death in the ravine below. Sinan then asked the Crusader if he would like to see another such example of loyalty; the Frank said this wasn’t necessary, that he was convinced.

Promises of Paradise: “Assassins” is derived from “hashish.” During the fidai indoctrination ceremony, a devotee was given a potion laced with cannabis, put to sleep, and then transported to a beautiful garden.

When he awoke, he believed he was being given a glimpse of the Paradise to come. He would extend his hand and receive a dagger–and instructions for murder: “Go and slay so-and-so, and when you return, my angels will bear you into Paradise.”

Sunnis vs. Shiites: Sinan–from Basra–belonged to the Shi’ite (minority) branch of Islam. Even in the twelfth century, the rivalry between Shi’ism and Sunnism was intense. Sinan blamed Saladin for defeating and erasing the Shi’ite Fatamid Caliphate of Cairo and imposing Sunnism in its place. Sinan ordered two attempts on the life of Saladin himself.

The first failed when the assassins were intercepted and killed only a few feet from Saladin. The second almost succeeded: Posing as one of the Sultan’s bodyguards, the assailant slashed at Saladin’s head.

Bleeding and terrified, Saladin fought off his attacker until his guards intervened. Saladin survived only because he wore a mailed headdress beneath his turban.

Saladin quickly negotiated a non-aggression pact with Sinan

“The Enemy of My Enemy is My Friend”: The Latin Christians were not Sinan’s greatest enemy. This honor was reserved for the Muslim viziers in Aleppo and Mosul. As a result, Sinan reached an accommodation with the Templers.

The Assassins and the military monks understood each other well, for they had much in common: Both groups were luxury-spurning religious fanatics.

On occasion, the two went to war: After a boundary dispute in 1154, the Assassins murdered Raymond II of Tripoli; in return, the Templers butchered a number of Muslims.

After that, an accommodation was reached. For a time, the Assassins paid the Templers a hefty tribute to be left alone.

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WHY REGULAR JOBS PROGRAMS DON’T WORK

In Bureaucracy, Business, Politics, Self-Help, Social commentary on May 2, 2013 at 12:18 am

Imagine this: A future President seeks to disband the FBI—and offer bribes to career criminals to not rob, rape and murder. And to sell his proposal, he chooses as his slogan: “Let criminals be criminals.”

If that sounds impossible, consider this: Politicians on both the Right and Left have adopted just that mindset toward holding corporate employers accountable for their criminal greed and irresponsibility.

Case in point: The Obama administration has signaled that it may adopt a Georgia program that allows businesses to train jobless workers for two months without having to pay them.

Its supporters claim the program—Georgia Works—lets workers get their foot in the door and reduces businesses’ hiring risks. Unions assert that it exploits workers and violates federal labor laws.

The drawbacks to this program:

  • It’s only open to workers receiving unemployment insurance benefits.
  • Businesses have no obligation to hire participating workers.

Mississippi, in turn, has launched the Subsidized Transition Employment Program and Services. Funded with left-over stimulus dollars, it initially covers 100 percent of an employee’s wages, gradually reducing the subsidy for every 160 hours worked.

Its drawbacks:

  • It lasts only four months—from August to December, 2011.
  • Businesses will be excluded from the program if funds are exhausted or the September 30 enrollment deadline has passed.
  • Only 80 companies had signed up for the program by early September.

Then there’s the Minnesota solution. Instead of adopting Senator Al Franken’s proposal to use public monies to subsidize wages, Congress enacted the Hiring Incentives to Restore Employment Act. This gave businesses $13 billion worth of tax credits for hiring unemployed workers.

The drawbacks to this effort:

  • The measure has not been evaluated.
  • It does not require employers to hire.

In Connecticut, another jobs program, Platform to Employment, puts workers through a four-week training period followed by an eight-week tryout at a participating business.

During the tryouts, the employees’ wages are paid by The Workplace, Inc., a private company which raised enough funds to support 100 jobs starting this fall.

The drawbacks to this are:

  • Employers get, in effect, free labor.
  • Only those who have already exhausted 99 weeks of unemployment benefits are eligible.
  • Employers have no obligation to hire participating workers.
  • The funds will create only 100 jobs.
  • Employers are not required to participate in the program.

Meanwhile, the unemployment rate keeps steadily rising. In 2007, 228,000 people were unemployed for 99 weeks or longer, according to the Bureau of Labor Statistics.

Today more than 2 million Americans have been unemployed for at least 99 weeks—the cutoff point for unemployment insurance in the hardest-hit states.

And the longer a person is out of work, the less likely s/he is to find an employer willing to hire.

What all these “job creating” programs have in common is this: They apply plenty of carrots–but absolutely no sticks.

Bribes–in the form of tax credits or tax breaks–are liberally applied to entice employers to behave like patriots instead of parasites. But for employers whose refusal to hire condemns their country to economic catastrophe–there are no penalties whatsoever.

A policy based only on carrots is a policy of bribery. A policy based only on sticks is one of coercion. Some people can’t be bribed, and some can’t be coerced. But nearly everyone is open to a policy of rewards and punishments.

Thus, corporations across the country are now sitting atop $2 trillion in profits. But their CEOs are using those monies for:

  • Enriching themselves, their bought-off politicians, their families—and occasionally their mistresses.
  • Buying up other corporate rivals.
  • Creating or enlarging companies outside the United States.

In short, the one expense they refuse to underwrite is hiring their fellow Americans.

This is because:

  • They want to pay their un-American employees far lower wages than would be tolerated by employees within the United States.
  • They want to escape American employee-protection laws–such as those mandating worker’s compensation or forbidding sexual harassment.
  • They want to escape American consumer-protection laws–such as those banning the sale of lead-contaminated products (a hallmark of Chinese imports).
  • They want to escape American laws protecting the environment–such as those requiring safe storage of dangerous chemicals.

They want, in short, to enrich themselves at the direct expense of their country.

In decades past, this used to be called treason.

Yet no major political figure–on the Left or Right–has so far dared to blame employers for selling out their country and destroying its economic prosperity.

No job-seeker, however well-qualified and -motivated, can hire himself onto an employer who refuses to hire.

But corporate CEOs–and their paid political stooges–continue to blame the unemployed for being unable to find employers willing to honor their integrity, qualifications and initiative.

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Americans generally–and the unemployed and under-employed in particular–must hold corporate America accountable for its criminal greed and irresponsibility.

Until they do, the United States will continue to sink further into decline–economically, socially and politically.

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THE KKK COMES TO CPAC

In History, Politics, Social commentary on March 29, 2013 at 12:02 am

The Ku Klux Klan is rightfully despised by the overwhelming majority of Americans.

So it’s illuminating that its ideology found vigorous support at the Conservative Political Action Conference (CPAC) in Washington, D.C. in mid-March, 2013.

Ku Klux Klan

K. Carl Smith, a black discussion leader, was a member of the Frederick Douglas Republicans.  He was speaking about the role of race in the Republican Party when he was suddenly interrupted.

Scott Terry, a 30-year-old attendee from North Carolina, claimed that “young, white Southern males like myself” were being disenfranchised by Republicans.

Terry blamed the growth of diversity in the party and its outreach to black conservatives.

Smith then told how abolitionist leader Frederick Douglas wrote a letter to his former slaveowner forgiving him for having held him in bondage.

“For giving him shelter and food?” asked Terry, a member of the White Students Union at Towson University in Maryland.

Several members of the audience gasped and others laughed.

Terry later told the liberal blog, Think Progress, that he would “be fine” with an America where blacks were subservient to whites.

African-Americans, he said, should vote in Africa. He claimed the Tea Party agrees with him.

And, no doubt, many of its members privately do.

Terry claimed to be a descendent of Jefferson Davis, the president of the Confederacy during the American Civil War (1861-1865).

As a result, he didn’t totally disagree with slavery: “I can’t make one broad statement that categorically it was evil all the time because that’s not true.”

Another attendee, White Student Union “founder and commander” Matthew Heimbach, called civil rights activist Martin Luther King “a Marxist.”

Later, he said of the Southern Poverty Law Center, which investigates extremist, racist groups: “You look at the SPLC, as fake as they are, they talk about how patriot groups are increasing in the Obama era.  With a black face in charge of the White House, of the federal government, we know it’s foreign. We know something isn’t right.”

According to the Atlantic Wire, 23 members of the White Student Union attended CPAC.

Racism is no stranger to high-ranking memers of the Republican party–and its right-wing allies.

In 2012, Inge Marler, a Tea Party leader in northern Arkansas, kicked off a rally with a joke implying that black Americans were all on welfare:

“A black kid asks his mom, ‘Mama, what’s a democracy?’

“‘Well, son, that be when white folks work every day so us po’ folks can get all our benefits.’

“‘But mama, don’t the white folk get mad about that?’

“‘They sho do, son. They sho do. And that’s called racism.’”

 Inge Marler

The joke was followed by laughter and clapping from the Tea Party audience.

Only after Marler’s remarks came to the attention of the media did the Tea Party oust her from her position.

Since November 6, Republicans have been vigorously debating about why their candidate, Mitt Romney, lost the 2012 Presidential election.

Generally, their “findings” have boiled down to: We didn’t get our message out clearly enough.

On the contrary: There was no mistaking the message that Republicans were sending.  Targeting a wide range of groups, this boiled down to: “America is for us–not you”:

  • Republicans enraged and alienated Latinos by their constant anti-immigrant rhetoric–such as their nominee Mitt Romney’s comment that illegal aliens should “self-deport.”
  • Republicans enraged and alienated blacks by their constant hate-filled and often racist attacks on President Barack Obama.  Clint Eastwood’s empty chair “comedy” act at the Republican convention pleased his right-wing audience.  But it outraged a great many others–especially blacks.
  • Republicans enraged and alienated voters generally and minorities in particular by their blatant efforts to suppress the voting rights of their fellow citizens–especially those of non-whites.  Republicans falsely claimed widespread voter fraud in areas where there was no evidence of it.  When voter fraud was found, the culprit was a get-out-the-vote consulting firm hired by Republicans.
  • Republicans allowed their party to be represented by Donald Trump, the infamous oligarch.  When he  repeatedly claimed that Obama wasn’t an American citizen, Romney refused to dump him as the hate-filled racist he was.
  • Republicans refused to distance themselves from their “de facto” leader, right-wing pundit Rush Limbaugh.  Romney refused to condemn Limbaugh for calling Georgetown University law student Sandra Fluke a “slut” and a “prostitute” after she told Congress that insurance companies should cover contraceptives.
  • Republicans angered and alienated women by constantly talking about: Gutting Planned Parenthood; outlawing abortion; “legitimate rape” and banning birth control.
  • Republicans alienated gays by their blatantly anti-gay sentiments and steadfast opposition to same-sex marriage.

Ultimately, Republicans came to depend for their success on a voting group that’s constantly shrinking–-aging white males. Having alienated blacks, gays, women, Latinos and youths, the Republicans found themselves with no other sources of support.

CPAC’s website claimed the event would showcase “America’s Future: The Next Generation of Conservatives.  New Challenges, Timeless Principles.”

For many of the attending delegates, one of those “timeless principles” turned out to be old-fashioned racism.