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Word of Mouth

The Guardian reports that companies are beginning to read blogs (or hire media consulting firms to do so) in order to get a sense of what the hoi polloi are…

The Guardian reports that companies are beginning to read blogs (or hire media consulting firms to do so) in order to get a sense of what the hoi polloi are saying about their products — good and bad. Media coverage and pundits tend to be reactive — grass-roots opinion tends to be a lot more valuable in letting companies respond to problems (or opportunities) more quickly.

“The PR firm Edelman does this great ‘Trust Barometer’, which measures the trust we place in certain types of people,” Hart explains. “After a doctor, the person we would most trust is the average person who’s ‘just like us’ – a company CEO is eighth on that list. It’s the same for news sources about companies. After specialist business magazines, we trust family and friends and colleagues; journalists are sixth.
“So it’s a pretty shocking piece of research that shows we trust people who we feel are like ourselves and are not out to promote something. That is why blogs have such power. We trust them, and if we disagree with an opinion, we normally have the option of adding our say.”

Interesting.

The name’s the thing

A list of company name etymologies: * 3M – Minnesota Mining and Manufacturing Company started off by mining the material corundum used to make sandpaper. * 7-Eleven – 7-Eleven was…

A list of company name etymologies:

* 3MMinnesota Mining and Manufacturing Company started off by mining the material corundum used to make sandpaper.
* 7-Eleven – 7-Eleven was founded in 1927 as Tote’m (so called because customers “toted” away their purchases). In 1946, Tote’m became 7-Eleven to reflect the stores’ new, extended hours – 7 a.m. until 11 p.m., seven days a week. […]
* adidas – from the name of the founder Adolf (Adi) Dassler. […]
* Intel – Bob Noyce and Gordon Moore wanted to name their new company ‘Moore Noyce’ but that was already trademarked by a hotel chain, so they had to settle for an acronym of INTegrated ELectronics. […]
* SEGA – “Service Games of Japan” (SeGa) Founded by Marty Bromley (an American) to import pinball games to Japan for use on American military bases.

Fun.

(via GeekPress)

Where will it end?!

The standard retort (rightly or wrongly) to claims that the economy is improving, jobs are increasing, and outsourcing is actually good for US employment, is that the jobs that are…

The standard retort (rightly or wrongly) to claims that the economy is improving, jobs are increasing, and outsourcing is actually good for US employment, is that the jobs that are being generated are, in fact, cheap, low-wage, “McJobs.”

Well, even those McJobs may be in horrible danger.

Pull off U.S. Interstate Higheway 55 near Cape Girardeau, Missouri, and into the drive-through lane of a McDonald’s next to the highway and you’ll get fast, friendly service, even though the person taking your order is not in the restaurant – or even in Missouri.
The order taker is in a call center in Colorado Springs, more than 900 miles, or 1,450 kilometers, away, connected to the customer and to the workers preparing the food by high-speed data lines.

So next time it sounds like that order-taker at the drive-thru doesn’t speak English as their native language — it’s now even more possible.

Well, probably not. International circuits and latency — plus accuracy issues — would make it unlikely for the local Wendy’s to outsource the order line to Bangalore. But for domestic consumption, so to speak … well, it’s still kind of an odd development. You have telecomm costs on the one hand. On the other hand, you have supposedly improved accuracy and throughput (and, though unmentioned, the eventual efficiency of balancing “rush” order periods across multiple time zones).

It’s a bizarre idea, on first blush, but it makes enough sense that, someday, it may seem perfectly natural.

I always enjoyed working drive-thru …

(via GeekPress)

Colors coordinated

Here’s an amazing article on The Great Colors Conspiracy, a/k/a the Color Marketing Group, a 1,500-member trade organization that predicts dictates which colors will be hot, and which will be…

Here’s an amazing article on The Great Colors Conspiracy, a/k/a the Color Marketing Group, a 1,500-member trade organization that predicts dictates which colors will be hot, and which will be not. As can be imagined, most of the latter come from previous closet-filled ranks of the former.

According to the CMG, color is becoming clear, therapeutic and nurturing, driven by a need for more white, lights and translucents. Though the palette is divided by industry, there are similarities and overlap between industries. Active consumers will purchase items with unexpected sophistication, including optimistic and genderless colors. By 2004, consumers are expected to break away from a period of fear and satisfy a pent-up demand for durable home products with brighter, sophisticated colors. Home fashion will focus on innocence, freshness and elegance. Communications/graphics colors will emphasize confidence. Transportation colors will be visually soft, and will unify interior and exterior colors. Fashion will use mid-tone hues to reflect a desire for comfort, security, solidity and spirituality.
“The 2004 Consumer Directions Palette includes rich reds, innocent pinks, therapeutic blues, soft greens and a jolting neon yellow,” says Color Directions Committee chairman Barbara Lazarow, CMG, Blonder Wallcoverings. “Special-effects-enhanced hues such as Cu, Glassy, Hyper Green, Acier, Aloeminium and Tusk offer consumers luminous and metallic options,” commented committee co-chairman Carol Byrne, Transportex Design & Marketing Company. “These directional colors, when teamed with current hues, offer consumers a full palette of color and texture.”

A full palette that the CMG members will be more than happy to sell you, of course. Nobody’s forced to offer clothes (and paint and appliances and accessories) in the CMG-predictedapproved colors, but those who don’t find that their items don’t — quite match or coordinate with everyone else’s in the store.

As the author notes:

I knew what was up with the big khaki push. Remember that one? Ads everywhere saying “Hemingway wore khaki”? We’d all been wearing black for several years. We had black levis, good black skirts, black leather or denim jackets, little black dresses—a great installed user base of basic black clothing, plus the colored stuff we wore with it. I hadn’t heard anyone sighing for the return of khaki, and if I had, I’d have pointed them to one of the WASP mail-order catalogues. What’s the big deal with khaki? It gets dirty too easily, and for a lot of people it’s an unbecoming color. But there’s only so much new black clothing you can sell a happy consumer who already has a closet full of black-and-coordinates; so the clothing industry pushed khaki remorselessly.
Funny thing is, the last few years’ CMG colors go pretty well with khaki. Must be a trend or something.

Fun. I guess. If you like clothes-shopping.

(via BoingBoing)

Sick call

One of the thorniest domestic issues I have is with health care. American health care is truly amazing — for those who can afford it, are insured against its costs,…

One of the thorniest domestic issues I have is with health care. American health care is truly amazing — for those who can afford it, are insured against its costs, etc.

Canada’s system is often touted as an intelligent alternative to the American partially-socialized system. But it has problems, too,

A study recently released by the Fraser Institute in Vancouver, B.C., compared industrialized countries in the Organization for Economic Cooperation and Development (OECD) that strive to provide universal health-care access. Among those countries, Canada spends most on its system while ranking among the lowest in such indicators as access to physicians, quality of medical equipment and key health outcomes.
One of the major reasons for this discrepancy is that, unlike other countries in the study that outperformed Canada — such as Sweden, Japan, Australia and France — Canada outlaws most private health care. If the government says it provides a medical service, it’s illegal for a Canadian citizen to pay for and get the service privately.
At the same time, to try to keep spending down, the government chips away at the number and variety of covered services. According to another Fraser Institute survey, this means that on average a patient must wait in line 17.7 weeks for hospital treatment.
In 1999, Dr. Richard F. Davies described how delays affected Ontario heart patients scheduled for coronary artery bypass graft (CABG) surgery. In a single year, just for this one operation, 71 Ontario patients died before surgery, “121 were removed from the list permanently because they had become medically unfit for surgery” and 44 left the province to have their CABG surgery elsewhere, often in the U.S.
In other words, 192 people either died or were too sick to have surgery before they worked their way to the front of the waiting line. Yet, the Ontario population of about 12 million is only 4 percent of the population of the United States.
In an article in the journal Health Affairs, Robert Blendon describes an international survey of hospital administrators in Australia, New Zealand, Great Britain, the U.S. and Canada. When asked for the average waiting time for biopsy of a possible breast cancer in a 50-year-old woman, 21 percent of administrators of Canadian hospitals said more than three weeks; only 1 percent of American hospital administrators gave the same answer.
Fifty percent of the Canadian hospital administrators said the average waiting time for a 65-year-old man who requires a routine hip replacement was more than six months; in contrast, not one American hospital administrator reported waiting periods that long. Eighty-six percent of American hospital administrators said the average waiting time was shorter than three weeks; only 3 percent of Canadian hospital administrators said their patients have this brief a wait.
Canadian physicians’ frustration with their inability to provide quality and timely care is resulting in a brain drain. A doctor shortage looms as the nation falls 500 doctors a year short of the 2,500 new physicians it needs, according to Sally C. Pipes, president of the San Francisco-based Pacific Research Institute.

Now, certainly, it’s fine to say that Person X, presenting need Y, gets treatment in C time in Canada, U time in the US. One thing that doesn’t take into account is that it assumes that if X is in the US, they have insurance coverage to pay for the treatment. Short of being independently wealthy, that’s a very big caveat.

Not that I think that necessarily balances the results (it’s impossible to say, to be sure). The primary question, though, in any health care debate, is what level of need are you prepared to have the individual pay for, vs. society pay for? And that’s not an abstract question — every dollar that goes into a unviersal health-care system has to be allocated from taxpayers through their representatives (assuming a democratic society). It goes without saying that society is not willing to pay enough to cover everything from brain cancer surgery to botox treatments. But it’s also not just a matter of what treatments, but the quality of the treatments, and the lag time to get to them (whether discretionary or not).

Simply throwing money at the problem is a simplistic way of looking at the problem. Because you’ll never throw enough money at it to allow every person to get every treatment with the most expensive drugs and devices and talent possible. Anything short of that, though, is going to incur suffering, possibly death.

Who makes those decisions, both in the micro (politicians and plan adminsitrators) and in the macro (taxpayers)? And are politicians and government boards and bureaucrats really any better at it or more compassionate than, say, HMO review boards and corporate suits?

And does the insertion of the taxpayers, voting (indirectly) on what to fund more compassionate and just and fair than, say, employers deciding what insurance to offer to their employees (or, taking it a step further back, consumers deciding whether it’s worth going to someplace other than Wal-Mart that charges them more in order to provide decent insurance)?

Another direction to tackle the problem from is, if we assume we cannot pay for everything we want, is how we spend our dollars the most efficiently. In general, competition (and capitalism) seems to be more efficient — more empirical in determining how to maximize effort for cost — than setting a government policy and then defining how to meet its mandates. Survival of the fittest solutions. The profit motive (personal or corporate), while jarring in considering something like medical care, does seem to motivate some people to do things better and/or less-expensively.

But competition and capitalism, while working pretty well (again, in the macro), leaves a lot of folks in the dust (the micro). That’s fine when we’re talking about, say, automobiles or stereo systems, but when we’re talking about the health of people, both individually and societally, that’s a cost I don’t think we can afford. At least, not beyond some point.

But then that gets us back on the other end, trying to manage things like the Soviets did with their economy, and doubtless with the same short- and long-term results.

It seems to me that any solution (and I don’t pretend that there’s only one, or even an obviousl one) is going to be mixed. There’s going to have to be some government/societal oversight to make sure that some level of care is available to all, regardless of their means to pay, but there needs to be some sort of private profit built into the system, to keep some sort of efficiency, and innovation.

And there has to be something that keeps folks from “abusing” the system — which is another way of saying, again, that we societally recognize that not everyone can get everything, and so some folks are not going to get some things they want, unless they’re willing (and, to be sure, able) to pay for it themselves. And that might mean some pain and suffering, yes, though different folks might disagree on what pain and suffering deserves public support and what doesn’t. One person’s frivolous face-lift is another person’s necessary facial reconstruction. One person’s only chance at a possible cure is another person’s boondoggle that will cost what would pay for three other folks to live a better a life.

There’s never going to be a perfect system. The American system certainly isn’t. Nor is Britain’s NHS, or Canada’s system, either, in their own ways. What level of imperfection we’re willing to tolerate (or sacrifice ourselves/societally to correct) is, perhaps, the bottom line, the definition of what society itself means.

Which is probably way too long and confused a rant for a Tuesday morning. Time for lunch.

Ringy-dingy

Okay, Corporate America, if you really feel it’s in your interest to outsource calling banks overseas, that’s fine, you go right ahead. But when the connection sounds like crap, there’s…

Okay, Corporate America, if you really feel it’s in your interest to outsource calling banks overseas, that’s fine, you go right ahead.

But when the connection sounds like crap, there’s an echo and lag back and forth across the line, and when the person on the other end sounds they are speaking … the … only … English … words … they … know (by reading them from their script), it’s probably not in your interest. At least, not if you want me to buy what you’re hawking.

Trends

Amazing. The hot new trend for consumer goods — disposable-head toilet brushes. Honest. We’ve seen commercials for two of them over the last week. Yeesh….

Amazing. The hot new trend for consumer goods — disposable-head toilet brushes. Honest. We’ve seen commercials for two of them over the last week. Yeesh.

Same song, forty-seventh verse

Coke and Pepsi are rejiggering their soda lines again with new semi-diet drinks. The new drinks contain the standard high-fructose corn syrup that sweetens regular soda but in smaller amounts….

Coke and Pepsi are rejiggering their soda lines again with new semi-diet drinks.

The new drinks contain the standard high-fructose corn syrup that sweetens regular soda but in smaller amounts. The corn syrup is supplemented with Splenda, a no-calorie, no-carbohydrate sweetener made from sugar.
The result is a soda with fewer calories than regular but more than no-cal. For instance, Pepsi says a 12-ounce can of Edge has 20 grams each of sugar and carbohydrates, and 70 calories, compared with regular’s 41 grams each of sugar and carbohydrates, and 150 calories.

Actually, I remain quite happy with Pepsi One — but, being someone who drinks their sodas with plenty of ice, I find even totally zero-cal diet soda somewhat palatable. And it’s nice to be able to drink it and not have to count calories. Which the half-diet sodas won’t give me, because, really, 70 calories is still something you should pay attention to.

Now, if they did 20 calories, that might be pretty spiffy.

But I’m sure that’s coming. As surely as the sun rises and sets, soda companies are unable to figure out what to do in the vast waist-land (so to speak) between full-sugar sodas and diet sodas. I doubt this particular scheme will work (“It’s like all the dandilions, but half the size each!”), but I’m not particularly well-known for judging popular taste.

We’ll see.

(via BoingBoing)

Politeness counts …

… but you do have to wonder whether there’s been that much call for folks signing up for the Mileage Plus program on United Airlines web site to claim the…

… but you do have to wonder whether there’s been that much call for folks signing up for the Mileage Plus program on United Airlines web site to claim the title “Baroness,” “Vice Adm,” “Imam,” “Swami,” or “Cantor.” Or, for that matter, for the plenitude of other military, noble, and religious ranks available as titles, too.

(via BoingBoing)

UPDATE: BoingBoing now reports that British Airways is even more honorific. Trust the Brits.

Mr Mrs Ms Miss Dr Herr Monsieur Hr Frau A V M Admiraal Admiral Air Cdre Air Commodore Air Marshal Air Vice Marshal Alderman Alhaji Ambassador Baron Barones Brig Brig Gen Brig General Brigadier Brigadier General Brother Canon Capt Captain Cardinal Cdr Chief Cik Cmdr Col Col Dr Colonel Commandant Commander Commissioner Commodore Comte Comtessa Congressman Conseiller Consul Conte Contessa Corporal Councillor Count Countess Crown Prince Crown Princess Dame Datin Dato Datuk Datuk Seri Deacon Deaconess Dean Dhr Dipl Ing Doctor Dott Dott sa Dr Dr Ing Dra Drs Embajador Embajadora En Encik Eng Eur Ing Exma Sra Exmo Sr F O Father First Lieutient First Officer Flt Lieut Flying Officer Fr Frau Fraulein Fru Gen Generaal General Governor Graaf Gravin Group Captain Grp Capt H E Dr H H H M H R H Hajah Haji Hajim Her Highness Her Majesty Herr High Chief His Highness His Holiness His Majesty Hon Hr Hra Ing Ir Jonkheer Judge Justice Khun Ying Kolonel Lady Lcda Lic Lieut Lieut Cdr Lieut Col Lieut Gen Lord M M L M R Madame Mademoiselle Maj Gen Major Master Mevrouw Miss Mlle Mme Monsieur Monsignor Mr Mrs Ms Mstr Nti Pastor President Prince Princess Princesse Prinses Prof Prof Dr Prof Sir Professor Puan Puan Sri Rabbi Rear Admiral Rev Rev Canon Rev Dr Rev Mother Reverend Rva Senator Sergeant Sheikh Sheikha Sig Sig na Sig ra Sir Sister Sqn Ldr Sr Sr D Sra Srta Sultan Tan Sri Tan Sri Dato Tengku Teuku Than Puying The Hon Dr The Hon Justice The Hon Miss The Hon Mr The Hon Mrs The Hon Ms The Hon Sir The Very Rev Toh Puan Tun Vice Admiral Viscount Viscountess Wg Cdr

Decisions, Decisions …

When it comes to “Uneek Auto Concepts,” the purveyors of detergents and wax products for car washes (at least at the car wash at my local Diamond Shamrock), I’m uncertain…

When it comes to “Uneek Auto Concepts,” the purveyors of detergents and wax products for car washes (at least at the car wash at my local Diamond Shamrock), I’m uncertain whether to be more offended by their abuse of English spelling (what next, “Uneek Lite?”) or by their wrapping themselves in the flag (“Uneek Soap Advantage” = “USA” with a big flag waving behind it).

Is it okay if I be offended by both?

If printer manufacturers made automobiles

April 1st fun from Ed Foster’s Gripelog….

April 1st fun from Ed Foster’s Gripelog.

“Because making someone cross the street is a damned shame.”

Starbucks unveils aggressive growth plan. The long-term plan is to have about 25,000 stores worldwide — more than triple the nearly 8,000 stores the coffee retailer has right now. And…

Starbucks unveils aggressive growth plan.

The long-term plan is to have about 25,000 stores worldwide — more than triple the nearly 8,000 stores the coffee retailer has right now. And even that amount seems a little “light,” according to Starbucks chairman Howard Schultz.

Doyce has further insight into their master plan.

Getting pumped

Some interesting discussion of gas prices as adjusted for inflation, along with a nice graph. The results don’t make me feel any better when I get the car filled up,…

Some interesting discussion of gas prices as adjusted for inflation, along with a nice graph. The results don’t make me feel any better when I get the car filled up, but they don’t make me feel any worse.

(also via Volokh)

Not-so-super size

Having heard that I am now starting to watch my weight, McDonald’s has announced that it is getting rid of super-sized fries this year. The burger giant said it has…

Having heard that I am now starting to watch my weight, McDonald’s has announced that it is getting rid of super-sized fries this year.

The burger giant said it has begun phasing out Supersize fries and drinks in its more than 13,000 U.S. restaurants and will stop selling them altogether by year’s end, except in promotions.
The company cited the need to trim a menu that has expanded in recent years and said eliminating super-sizing is only part of that effort. “The driving force here was menu simplification,” spokesman Walt Riker said after McDonald’s disclosed the change in strategy in a brief statement late Tuesday. “The fact of the matter is not very many Supersize fries are sold.”

Riiiiight.

It’s true that McD’s menu has gotten complicated, but the Supersize option hardly took up that much more marquee space. Instead, it seems to be a distinct lurch toward “healthier” food, due to customer demand and various law suits pending.

McD’s made it clear that the change had nothing, nothing, I tell you, to do with the award-winning indy film Super Size Me, which will go into wide release this spring.

Heavy lifting

So Margie’s decided (and mega-kudos her direction for it) that going and doing some regular workout stuff makes a lot of sense for her. There’s one time slot that would…

So Margie’s decided (and mega-kudos her direction for it) that going and doing some regular workout stuff makes a lot of sense for her.

There’s one time slot that would be ideal for the purpose. Katherine is in pre-school on Mondays and Wednesdays, 12:30 – 3:30. That’s not enough time for Margie to pop over to her office to work, so why not work out then?

Well … because it appears nobody else does.

She checked out the local Curves outlets, which come recommended. They close from 1-3.

She checked out exercise programs at the local rec center. Ditto. Nothing in that time slot.

The assumption seems to be that folks will work out in the morning, over their lunch hours, or once they get off work, but exercising in the early afternoon — well, that’s for Mad Dogs and Englishmen. I guess.

She’s still looking around, and there are other possibilities, but that’s a time slot that would work best for her. Apparently, though, for nobody else.

Bitter crates … and coffee grounds

A rather screedy but refreshing essay on how IKEA and Starbucks aren’t the root of all cultural evil. Nice. You know what? I’m done with it. If your life is…

A rather screedy but refreshing essay on how IKEA and Starbucks aren’t the root of all cultural evil. Nice.

You know what? I’m done with it. If your life is mediocre, I promise you, Ingvar Kamprad didn’t make it that way. You did. And if you’re so desperate for your own soixante-huit moment that you can sit there with a straight face and tell me that you’re being oppressed by flat-packable pine furniture with goofy pseudo-Scandinavian names, I’d advise you to spend a few days working with child slaves in the Sudan, or something.

(via BoingBoing)

Because what the world needs is TV-quality commercials on your web browser

New background-downloading TV-video-quality ads are on the way that don’t (they say) slow down your browsing, they just lie in wait until you go to another page. Quoth the story:…

New background-downloading TV-video-quality ads are on the way that don’t (they say) slow down your browsing, they just lie in wait until you go to another page.

Quoth the story:

Mr. Vail, of Pepsi, said he would monitor online viewers’ reactions through a tracking study conducted by the research firm Dynamic Logic, to determine how much use Pepsi will make of such ads in the future. “Yes, it’s intrusive,” he said. “But I think customers will like it, because it will be so far superior to anything they’ve seen online.”

Quoth Les:

Allow me to give Mr. Vail a clue at no charge: Internet users don’t dislike intrusive ads because the quality sucks. They dislike the intrusive ads BECAUSE THEY’RE FUCKING INTRUSIVE YOU GIBBERING IDIOT!

What he said.

All your phonetics are belong to us!

Because, after all, a certain Redmond software company should naturally be concerned that a home-based web design outfit in Canada run by a high school kid named Mike Rowe –…

The Beast?  Or just a clever copy?Because, after all, a certain Redmond software company should naturally be concerned that a home-based web design outfit in Canada run by a high school kid named Mike Rowe — and, thus, cleverly named Mikerowesoft — might confuse people into thinking that it was really a Seattle-based computer-industry-dominating multi-zillion-dollar firm run by a college drop-out named Bill Gates — cleverly named Micro$oft.

Thus, it’s only natural a flock of lawyers would start sending cease-and-desist letters and claiming Rowe is trying to blackmail the corporate behemoth for thousands — thousands, if you can believe it — of dollars (Canadian, at that!).

Feel free to visit him and drop a dollar or two in his Defense Fund PayPal account, if you’re so inclined.

(via Ipse Dixit)

Crimped style

An interesting article on product crimping and price discrimination, detailing ways that vendors (computer manufacturers, airlines, etc.) artificially reduce “feature sets” when marketing lower cost versions of their product. For…

An interesting article on product crimping and price discrimination, detailing ways that vendors (computer manufacturers, airlines, etc.) artificially reduce “feature sets” when marketing lower cost versions of their product. For example …

In May 1990 IBM introduced the LaserPrinter E, an inexpensive alternative to its very popular and successful LaserPrinter. The LaserPrinter E was virtually identical to the original LaserPrinter, except that the E model printed text at 5 pages per minute (ppm), while the LaserPrinter could reach 10ppm. The slower performance of the LaserPrinter E was accomplished by adding five chips to the E model. According to Mitt Jones (PC Magazine): “… IBM has gone to some expense to slow the LaserPrinter in firmware so that it can market it at a lower price.” The LaserPrinter E sold for about 60% of the price of the original LaserPrinter… IBM has reduced the incentive of high-end customers to buy the low-end device by slowing down the low-end device.

This isn’t necessarily evil — the customer gets what they pay for — but it does seem wasteful (which, some would argue, is evil). It depends, I suppose, on whether you see the higher value version as a benefit to those who choose to pay for it, or the “crippled” version as an injury to those who can (or will) only pay for that.

(via BoingBoing)

Sisters are doing it, doing it

The glass ceiling seems pretty darned broken. For the first time since tracking began 20 years ago, U.S. women outnumber men in higher paying, white collar managerial and professional occupations….

The glass ceiling seems pretty darned broken.

For the first time since tracking began 20 years ago, U.S. women outnumber men in higher paying, white collar managerial and professional occupations.
[…] Bureau of Labor Statistics data indicates that, as of Nov. 30, women represent 50.6 percent of the 48 million employees in management, professional and related occupations.
In 1983, the first year the government began recording gender data for its occupational statistics, women accounted for 40.9 percent of managers and professionals.

I would say, “Congratulations!” except I’m suddenly worried …

(via Ipse Dixit)