April 2009

Yesterday I learned that the Vietnamese version of my Wall Street Journal bestseller Inside Every Woman: Using the 10 Strengths You Didn’t Know You Had to Get the Career and Life You Want Now was published.

When you sell the foreign rights, the new publisher creates a new cover, usually different than the original U.S. version. As a result, it’s fun to see how each country treats the cover of my book and how it varies from country to country.

Take a look at these Inside Every Woman book covers, comment and vote for your favorite!

English/American		Polish	Indonesia	Vietnamese
Success Is Inside!
P.S.	Which of these 10 Strengths: Fire, Renewal, Intuitive Vision, Engagement, Agility, Genius, Integrity, Endurance, Enterprise, Renewal, Female Fusion® are you using for your legal nurse consulting business today?

Vickie,

I am reviewing records on a case and I am summarizing them into a written chronological report for my attorney-client. I have received multiple records from different facilities and I noticed that some of the facilities’ records are duplicates of records I received from other facilities. Do I still include them in my report even though they are repeats?

Tracy Z., RN, CLNC

Hi Tracy,

First establish that the records are truly duplicate records. In your chronology, list only the original source document one time.

e.g. Martin Hope Hospital p. 35

e.g. Dr. James p. 14

Unless the duplicate record has relevance (e.g. the provider states they were not aware of something when they had records containing that information), I would suggest attaching all the duplicate records as a separate section labeled “duplicate records from other facilities and providers.” Confirm with your attorney-client that this approach works for her.

Success Is Inside!

Vickie

My last tech tip for your legal nurse consulting business was to clean it up, and my recommendation was to blow it out – your keyboard and air vents, that is. Today we’ll look at some different aspects of cleaning up for your CLNC^® business. This time it’s your data, not your dust.

Every document, PowerPoint^® presentation and photograph you create or edit personally or as a Certified Legal Nurse Consultant contains what is known as “metadata.” Metadata, or hidden data in Microsoft^®-speak, may include information about the file in which the metadata is included – in other words it’s data about data and may contain information about the quality, creator and/or characteristics of the data it’s contained in. Try this: open Word, click “Open” like you’re opening a file. Then single left click on any file followed by a single right click. In the menu that pops up scroll to the bottom and left click “Properties.” That shows you the underlying metadata telling you when the file was created, edited, who authored the document and when the file was last accessed.

Let’s say you use a legal nurse consulting file template created by someone else to create a document. Are you the author? Not according to the metadata. The author, should we look into the document properties, is the person who created the template – not you. Wouldn’t it be embarrassing if an attorney-client asked you who really wrote your report and someone else’s name showed in the Properties as author?

There are ways to avoid this. If you’re using Office 2007 you can inspect the metadata included in any document, clear it out and edit in the “correct” information (or you can choose to delete it). Simply open a Word document. Click the “Office Button” in the upper left corner then click “Properties” to see the simplest metadata. You can edit this to include your correct information. If you really want to get advanced, click “Document Properties” above the display of properties to see all the editable types of metadata you can store on a document. Another way to see the metadata is to close the document, navigate to the document in your Windows^® Explorer (not Internet Explorer^®) then right click on the document and left click on “Properties.” Now, left click on “Summary” in the “Properties” tab and then, click on “Advanced.”

Microsoft, in its infinite wisdom, has also given us a couple of ways to remove the metadata when you finalize a document. If you’re using Vista, it allows you to do it simply by bringing up the Properties box and the metadata can be cleared from there. In Office 2007, to clear out the metadata, open the Word document you wish to take to the cleaner. Click the “Office Button,” click “Prepare,” then click “Inspect Document” (if it asks you to save the document, do so) then click “Inspect.” The results box will show the different types of information stored in your document. You can then click the “Remove All” button by each type of information to remove that info. Reinspect the document and you’re ready to send it – without the metadata.

Almost every Microsoft Office 2007 document, PowerPoint and Excel document can be purged in this manner. If you’re using Office 2003/XP, there is a plug-in available from Microsoft to remove metadata just like Office 2007.

Beside Word documents, CLNC^® consultants routinely send out contracts as Adobe^® PDF documents rather than Word documents so as to be sure that the party receiving them cannot edit them. Adobe PDF documents also contain metadata that can be removed or edited prior to sending. Simply open the document with Acrobat, click File, then click “Properties” and you can edit the data. You’ll need Adobe Acrobat^® 8.0 or higher to do this (or a third-party application).

If you’re not scared enough by your legal nurse consulting documents, wait until you see what’s hidden in your digital photos! Try this. Open Windows Explorer and navigate to any photo stored on your hard drive. Right click on the photo to select it and in the menu that pops up, scroll to the bottom and left click “Properties.” Now, left click “Summary” in the “Properties” tab and then, here it is, left click “Advanced.” You may see the date the photo was taken, the type of camera, whether a flash was used and more information. Some of the newer digital cameras can even add GPS data to tell where a photo was taken. Think about that next time you snap a vacation pic – if you like the spot you can always use your GPS to navigate back to the exact spot the photo was taken (and so can anyone who you share that photo with via email or on the Internet).

Luckily there’s a simple application named JPEG & PNG Stripper that you can download and install on your computer. It does exactly what its name implies and strips the metadata from your photos. This is mandatory before posting them on the Internet or sharing them with friends/family (because they can be shared ad infinitum).

Metadata isn’t as persistent as you’d think but if you’re not aware of it you may be giving away more information than you wish to when you give away your documents and photos. Time to take steps to stop the sharing.

Keep on techin’,

Tom

When the weather is as glorious as it’s been here in Texas this spring, Tom and I’ll often take an early morning walk to one of our local Starbucks^® – we have three to choose from but only one serves free coffee consistently. How do you get free coffee at Starbucks^®? Easy – go to the one where the staff has developed the bad habit of not being ready when the doors open.

I don’t know if it’s a Starbucks^® corporate policy, but it’s certainly a policy at this local Starbucks that if you show up after they open and they’re out of coffee, or even worse, haven’t brewed it yet, they’ll give you your coffee for free (if you can stand the waiting around for your caffeine-fix).

This works out to my advantage more often than not. Like a hospital, Starbucks^® has a staff rotation and different staffing acuities (based on rush hour, etc.). One of the shifts with low acuity consistently shows up late (i.e. to open at 5:30am – they arrive at 5:29am), has trouble grinding the beans, stocking the pastries, filling the creamers and generally getting going. You’d think, working in a coffee shop, they’d get there early enough to brew some go juice or toss back a red eye so they’re caffeinated when they open. Nope, instead they’re passing out free java to what should have been the first crop of paying customers. The best part for us is, their shift rotation coincides with our walks (hmmmm…coincidence? I think not.)

I’m not trying to sound like a “pointy-haired boss.” I remember my early nursing jobs – at first I showed up early, hat on straight, whites starched and ironed, even with polished shoes. But soon I was in the same rut as all the other nurses. If handover or shift change was at 6:30 – I’d roll in at 6:29, slightly unkempt but, ready to work. I understand where these kids are coming from. However, if a coffee shop opens at 5:30am that means open with cauldrons of steaming hot, fragrant lifer juice just waiting to be poured into the cups of the caffeine-fiends clamoring at the windows like zombies in a movie.

If insanity is doing the same thing over and over and expecting a different result, isn’t it also making the same mistake over and over and expecting a different result? Maybe my mistake is expecting them to be ready to serve brain juice when I show up looking for my fresh cup of joe when the store opens. But I’ll admit, when the reward for my mistake is free jitter juice for me it’s a mistake I can live with.

But what bad habits have you developed in your legal nurse consulting career that are causing you to give your attorney-clients a cup (or pot) of free coffee? Have you been slipping deadlines and then working overtime to catch up? Are you not returning calls promptly? Is your availability limited or are you not subcontracting? Maybe you’re appearing needy to the attorney-client or you’re not listening. (Newsflash: Unless you’re married to him/her you HAVE to listen.) Or worst of all, maybe you’re running down rabbit trails in your research and not being cost effective with your time. Each of these represents a free cup of hot, steamy, expensive Starbucks^® ready to be served to your attorney-clients – in order to keep them.

The hardest thing about bad habits is recognizing them as bad, not just as habits. Take a few minutes and honestly evaluate your own habits. Make a list and work at eliminating one a week. If you need to get yourself a cup of Juan Valdez’s best to get started, feel free. We’re looking at the end result – not the process. The main thing is to stop giving away free coffee and start working like the caffeinated first-rate Certified Legal Nurse Consultant you’re capable of being.

Meanwhile, I’ll be enjoying another free cup of the nectar of the gods!

Success Is Inside!

P.S. While I enjoy a small cup of coffee, my favorite beverage is healthy green tea. Try it.

Attorneys are flocking to Twitter. So are over 4,000,000 other people who have signed up for this site along with your technologically-advanced potential attorney-clients.

What Is Twitter?

Twitter is the fastest growing social media site on the web today. It is taking the Internet by storm with about 10,000 new users per day signing up to participate in this Internet revolution.

Twitter is best described as a micro-blogging platform. You are limited to 140 characters each time you do an update, which initially, may seem a small amount. However, as you become an experienced Twitterer, it’s amazing what you can fit into 140 characters.

That said, Twitter is like one huge chat room with as many people as you choose to connect with…in your case, I’d focus on attorneys and other Certified Legal Nurse Consultants.

So let’s get started and set up your Twitter account.

How to Set Up

There are a few things that you should be aware of when organizing your legal nurse consulting account. Even if you have an existing account, consider these tips to improve your Twitter experience.

Go to http://www.twitter.com. If you don’t have an account, then you will need to register, otherwise login as you usually do.

Registration

The Twitter screen will ask you for your full name.

The next box asks you for a username. This is where you need to give some thought to how you are going to represent yourself and your legal nurse consulting business on Twitter. Using your name or business name is up to you.

It isn’t critical that you register your own name, but I would advise you to if you can, particularly if your name is an unusual one. I’m sure the last thing you want is someone else impersonating you or your CLNC^® business on Twitter, or anywhere else for that matter.

If you wish to register your business name, then you can do that also. Just make sure you use your own name in the sign up process so you are identifiable and connected with the business name you register.

You are now asked for your email address. Email addresses are linked to accounts and you will only be able to use your email address once. For every Twitter account you register, you will need a different email address.

Be sure to fill in the Captcha letters you see and click Create My Account.

The next screen asks if you want to add any of your email contacts. You can skip this step, or Twitter will search your email address book to find all your friends and business contacts who are already on Twitter.

If you opt to have Twitter search your contacts, then the next screen presents those contacts who already Twitter and asks if you would like to follow any of them. Choose some if you like, but be selective. Social media sites like Twitter can consume a lot of your valuable time.

When you click Finish, you will see your very own Twitter account. You are logged in and ready to go!

Your Settings

On Twitter it’s important to fill out your Settings. You’ll find the access to this at the top right of the screen, fourth link from the left.

On this page you will notice there are some tabs across the top. We’ll cover each tab in detail.

Account Tab

The information you entered when you set up your account shows on this screen, but now it’s time to enhance it so people can find you and your legal nurse consulting business on Twitter and you also make yourself an interesting person to be followed.

People will use the information you enter here to make that decision. Beware that much of what is entered is searchable on Twitter and through various third-party applications.

One thing to note is that you can change your username at any time on this screen. You just have to enter your password to do so. Although it can be done, it can confuse your follower base, so I wouldn’t recommend doing it on a weekly basis.

First select the correct time zone.

Then add your website in the “More Info URL” box. Make sure to include the http:// prefix.

Now fill out your “One Line Bio” box. You have 160 characters here to “sell” yourself as a CLNC^® consultant. Take some time and include your USP.

Add your location so people can search and find you if you are in their same area.

English is the default language in the language box.

Then you’ll see a check box titled, “Protect updates.” This is included if you want to have a private account and you wish to approve followers. NEVER turn this on if you intend to use Twitter to meet new attorney-clients. They won’t bother to request permission to follow you unless they know you personally.

You can now save your settings, but note here that there is also a link to delete your account should you ever wish to do so.

Password

This tab lets you change your password if you want.

Devices

You can enter your mobile phone number here if you want Twitter to send updates to your phone. Personally, I can’t think of anything worse, particularly when you get close to a thousand followers.

Notices

You can have Twitter “nudge” you with a text to your mobile phone if you haven’t updated in 24 hours. What a pain!

The Replies function is an interesting one and will determine what tweets you see that are prefixed with the @ symbol. This is how you direct a tweet to a particular individual or your attorney-client. Read the great help-screen explanation on this, before you make your decision.

The rest of the notices are self explanatory.

If you are new to Twitter and you are following someone and they are following you, Direct Messages can be sent that won’t appear in the Twitter timeline. They are private messages between you and the other person only.

If you are an infrequent user of Twitter, it may be worthwhile to switch on receiving notifications by email so you can respond. Otherwise leave it off as it will just fill up your email inbox with more clutter.

Likewise, the notifications that you have a new follower also clog your email and I would leave it off unless you like the buzz of knowing someone new is following you.

Picture Tab

This is really important. When you open this page you will see the small avatar on the screen which is the default for Twitter.

Add a professional photo of yourself to stand out for a good first impression. This is often more important than your name when people are scanning Tweets.

Design Tab

Here you can change your Twitter page background from the default. Select from the options Twitter provides or you can upload your own background.

You can also change all the colors if you wish. Again, the point is to change it to demonstrate you have taken some time setting up your account.

A note here worth mentioning is that with the plethora of Twitter client applications out there, many people don’t even look at your Twitter page anymore. Still, it is one component of your presence on Twitter and is worth doing well.

Just make sure you save your changes, and you’re done!

Well, that’s it for the setup. The last thing to do now is to click on Home at the top of the screen and send your first Tweet. Something like, “Hi, I’ve just joined Twitter and am looking forward to meeting interesting people” is a good first one to send. Just type it in and click the Update button.

You are up and running! You now have the official “cool factor” of being a CLNC^® consultant who is up-to-date with this social media site.

Guest Blogger Profile

Brian Horn is an Internet marketing consultant who specializes in search engine marketing, site optimization, social media marketing, link building and web data analytics. Brian has consulted with Vickie Milazzo Institute for over three years.

Brian also speaks at seminars and conferences throughout the U.S. and Canada on how to use the Internet to improve business.

I recently got together with one of my oldest attorney-clients over some fried oysters and seafood gumbo. Now I’m not talking about his age, but about how long we’ve worked together. He was my first attorney-client when I started my legal nurse consulting business.

I’m crazy busy – but I always make time for important relationships and fried oysters. Especially relationships with well-respected attorney-clients who helped me pay my mortgage! Our relationship goes beyond business. Over 27 years we’ve developed a deep friendship and a relationship built on mutual trust and respect. He’s always been the best at what he does and, lucky for me – he feels that I’m the best at what I do, too.

As a tribute to Certified Legal Nurse Consultants, every time we get together he tells me that I must be doing a good job of training you. He shares that he sees reports and work product prepared by other legal nurse consultants and can always tell which ones are certified through Vickie Milazzo Institute and which ones aren’t. I thought you might enjoy hearing that, yes, attorneys can tell the difference and they hire accordingly.

Congratulations to all of you when I relate his comment that, “None of those others even come close to matching your CLNC^® graduates!” I’ve heard these beautiful comments from him more times than I can count, and when I heard them again the other night, I was all in for the tab and even ordered a second glass of wine (plus dessert).

When was the last time you retied a connection with an attorney-client over a lunch or dinner? If someone’s important in your business or your life, you owe them more than a funny birthday card. Get out and get them out. Even if he or she doesn’t have a case for you (or bring one to dinner) it’s a great opportunity to strengthen the relationship, to learn who else is litigating what, catch up on latest news and maybe meet the new partners and associates if you stop by the office. A personal recommendation to an associate attorney will go far when it’s made face-to-face.

Just remember to pick up the tab (but if they offer, hey why not!) and make sure you pick a place that’s not too time-consuming (you’re both crazy busy) or too cheap (no Denny’s unless it’s his favorite). You can even offer to drop by with lunch and just eat some great deli in the conference room. The connection is what’s important – not the meal, although I’ll take fried oysters over Denny’s any day.

Success Is Inside!

Every computer has cookies. Some come from the Internet and are auto-stored on your hard drive in your web browser. Others are stored in your keyboard – they’re the detritus of all those years of Oreos^® you’ve munched on while hunched over your computer. What’s a Certified Legal Nurse Consultant to do other than start a carb-free diet?

The solution is simple and fat-free! Hit the hardware or electronics store and buy yourself a can of compressed air. Then at least once a month (or more if you’re an inveterate snacker) use that sucker to blow the crumbs out of the keyboard and onto the carpet (where they can be nicely vacuumed up). You may have to practice tilting your keyboard into different positions in order to blow everything out but it’s worth it and less painful than quitting snacking.

While we’re on the subject, how many of you keep your PC on the floor (laptop users don’t answer that)? You might ask yourself, “When was the last time I cleaned my PC’s case?” Be honest. If it’s been a while (or never), grab a flashlight, pull out your desk chair and crawl under the desk and inspect the case. Chances are you’ll discover more dust bunnies around the case and in the air vents and USB ports than there are under your bed. I’ve seen computers where the owner couldn’t find a front USB port because it was so clogged. You need your USB ports for your CLNC^® business and moving files between your office and attorney-clients’ offices. Clogged vents lead to overheating which will shorten the life of your PC.

Here’s what to do. Turn off the computer. Unplug all the connections, cables, power supplies, etc. (make note of where they go so you can put it back together). Pull the PC out from under the desk and get after those dust bunnies with your vacuum. Then, use the vacuum to clear the vents and USB ports. Next, using a slightly damp (NOT wet, duh!) anti-static cloth, clean off the outside of the PC case.

Next, if you dare, open the thumb-screws and take the PC case’s cover off. Look inside the PC (it’s cool), grab your trusty can of compressed air and carefully blow the dust out of the PC. Your hard drive is sealed up pretty tight, but if any dust or particulate matter gets in there, it will cause a world of hurt (and lost data) so keep it clean. I don’t recommend sticking the vacuum inside the case (you don’t want to suck any connections loose). The canned air is sufficient. Keep a slight distance away and don’t blow right up against anything (it’s not an ear – it’s a PC).

After you’ve blown out all the debris, put the case cover back on the PC and tighten the thumbscrews. Make sure the underdesk space is clean. Reconnect your cables and fire that sucker back up. You won’t notice any performance changes but you can sure feel good about yourself for cleaning up your act and your PC.

Keep on techin’,

Tom

It’s hard to believe that in my lifetime I’d ever see layoffs in the nursing field. Like many of you, I remember the good times when there were billboards around my city advertising signing bonuses for nurses at local hospitals. That’s all changing. Two recent articles in the Wall Street Journal (1) (2) and one in the Washington Post are focusing on the fact that, while there is still a nursing shortage, there is now a shortage of nursing jobs. That sounds like a contradiction in terms but it’s not.

In a March 2009 report, the AHA revealed that 53% of the hospitals surveyed were operating at a negative margin or in plain English, they’re losing money. Hospitals in some areas of the country are reducing hospital staff. Just a year ago hospitals that were taking just about any skilled nurse who walked through the door are now finding it easier to be selective in their hiring. In short, this ain’t your mother’s nursing profession anymore.

If the news from nursing wasn’t already bad enough, there’s a news story about Dean Health System which announced its intention to “immediately” lay off 90 employees. This included a nurse who was assisting in a surgical procedure and was called out of surgery to be told she was laid off! Okay, I can understand cost cutting, but don’t you think it’s a little extreme to lay someone off in the middle of a procedure? Has the world just gone crazy? What if they’d laid off the anesthesiologist? Or the surgeon? I shudder to think of the consequences (Dr. Smith, please report to HR, stat!).

The good thing about legal nurse consulting is that medical malpractice and personal injury litigation is recession proof. Now that we’re seeing financial stress on hospitals and doctors, I believe we’re going to start seeing more and more medical and nursing malpractice as well as the delivery of substandard healthcare.

A recent study in the New England Journal of Medicine, showed that a fifth of Medicare patients were rehospitalized within 30 days of their initial discharge! When the pressure is on to cut healthcare costs by reducing care, testing and length of stay; as nursing shifts come under more pressure with fewer nurses covering more patients; and as healthcare continues to devolve into what I call the “Dark Ages of Medicine;” you can be sure that Certified Legal Nurse Consultants will be on the front lines working with attorneys to redress the wrongs that are certain to happen.

One of the things I like best about being a self-employed entrepreneur is that the only person who can lay me off – is me (and that isn’t happening any time soon)!

Stay busy!

Success Is Inside!

My husband Tom has a great sense of direction. You can plop him down in a city he hasn’t been in for 15 years and he’ll lead you to the nearest movie theatre or McDonalds through all sorts of detours without a pause. He’s even gotten us out of the woods (literally) with just a topographical map and a cheap compass (probably from a “kid’s meal”) after we misplaced a trail in a wilderness reserve.

My sense of direction, on the other hand, is terrible. I don’t try to hide it. If Neiman Marcus wasn’t in the Galleria (which is outside the 610 Loop in Houston) I’d never go there at all. Ever. I can find my way to the shoe department at Neiman’s, but when I’m in a big hotel, like our NACLNC^® Conference hotel, I’m particularly challenged. Tom will often use the ring of my cell phone as a sonar signal or beacon when he’s searching for me.

Business consultants (often the ones who have never managed a business themselves) will tell you: have a plan; have a plan; have a plan. I may not have been blessed with a sense of direction but I have been blessed with the ability to plan. I wake up each day with a plan. But I also know that we’re probably going to bust that plan before it’s even 9:00am. The Institute’s Strategic Plan is 5,000,000 pages (really 63 pages), but even that can’t define the whole direction the Institute is traveling in. We head off following our plan towards one destination and often end at another. For example, we’ll start a meeting on one project and before we know it we’re all fired up, brainstorming a new resource for legal nurse consultants.

Mapquest is great for getting you from Point A to Point B with clean, convenient restroom stops in between, but it has one severe limitation – if you hit a detour – you’re stuck. What kind of sense of direction do you have for your legal nurse consulting business? What kind of plan are you using in your life? Are you using something limited like Mapquest or a more flexible GPS?

My car has a talking GPS. Unlike a spouse, it politely tells me when I’ve made a wrong turn or detour (“Please, please turn left at the stop sign, please.”) and points me on the best route to my destination. The most successful Certified Legal Nurse Consultants have a little GPS voice in the back of their heads that tells them when to detour from their plan and when to get back on it. When opportunities arise they’re able to detour from their plan and are primed to seize opportunities as they present themselves.

You need to develop a GPS-like sensibility for your CLNC^® business. This will help you cope with the detours, expected or unexpected that show up. Walk into an attorney’s office for an interview and there are five attorneys, not just the one you expected, and your GPS will route you into the correct mode to address them all.

An attorney calls you with a case outside your area of expertise. Your inner GPS tells you to surf to the NACLNC^® Directory website and locate a CLNC^® subcontractor. A CLNC^® colleague calls and asks you to testify on your specialty and you’ve never testified before. Does your inner GPS plot the quickest way out of town? No, it points you to research to start boning up on what you already know well and then to Nordstrom for a power suit (the one you’ve secretly been lusting after) to wear to your deposition.

Our inner GPS isn’t always right, it may sometimes be wrong, but it’s still our inner compass. It’s guided by what we’ve learned, what we want and what we need. It has our best interests in mind (but bears watching). Sometimes it’s a polite voice and sometimes it’s not so polite (screaming to get our attention). It’s 50% intuition, 50% training and sometimes 50% absolute total guesswork. It makes sure we return to our path but frees us to take advantage of the occasional detour without panic or fear (at least too much fear). Occasionally, like the one in my car, your inner GPS needs to be updated (or rebooted) to adjust to current conditions – but then it works like a champ again.

When was the last time you touched base with your inner GPS? Was it today, yesterday or when you enrolled in the CLNC^® 6-Day Certification Program?

What’s the last thing your inner GPS told you? Did you listen? I’d like to hear your inner GPS stories and so would your CLNC^® colleagues. So please comment here.

Success Is Inside!

Vickie,

My father is very active politically in our county and surrounding counties. He is well respected and loved. He is going to set up a meeting for me with two prominent judges so I can introduce them to my CLNC^® services. These judges know every attorney in my county. Is it okay to use the judges’ names when speaking with the attorney contacts they provide me?

Debbie, RN, CLNC

Hi Debbie,

Congratulations on being well connected. I always say if you want to build your legal nurse consulting business fast, “ride the horse” of the people you know. Two judges sound like the beginning of a stable of terrific horses. Yes, you will want to use the judges’ names when you are speaking to the attorneys they refer you to. This will give you instant credibility for you and your CLNC^® business and easily get you through the “barn door.”

Be sure to get permission from the judges to use their names when contacting the attorneys. Later, remember to add each attorney you work with to your stable of names – every attorney knows other attorneys, so ride those horses too. Send written thank-you letters to both judges for their time. And take your dad to lunch!

Success Is Inside!

Vickie