Shocked friends: Mall gunman was fun, sweet

Police say they still don't know why 22-year old Jacob Tyler Roberts, who hadno criminal past, shot two people dead and injured a third before turning his gun on himself at an Oregon mall.NBC's Mike Taibbi reports.

By Elizabeth Chuck, NBC News

The man who shot two people to death and wounded another at an Oregon shopping mall had suffered a series of setbacks in the past year, but those who knew him say they are mystified by his violent assault.

Jacob Tyler Roberts, 22, had lost his driver's license after a couple of speeding tickets, broken up with his girlfriend, been evicted from his apartment, then quit his job and told friends he was going to Hawaii -- only to apparently miss his flight last weekend.

Roberts was identified Wednesday as the man who opened fire in the food court of the crowded Clackamas Town Center southeast of Portland.?Steven Mathew Forsyth, 45, and?Cindy Ann Yuille, 54, were killed, and Kristina Shevchenko, 15, was wounded?before Roberts turned the gun on himself.

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Police say Roberts did not have a criminal history, but that he stole the AR-15 rifle that he used in the shooting. Roberts killed himself at the mall.

Roberts' Facebook page listed shooting as one of his interests, NBC Mike Taibbi reported on TODAY on Thursday.

Before quitting his job, Roberts told co-workers at the sandwich shop where he worked that he had inherited money and planned to travel to Hawaii and perhaps move there. His ex-girlfriend, Hannah Sansburn, 20, told ABC News that he sold all of his belongings in preparation for moving.

"He had his plane ticket and was ready to go," she said. "He was supposed to catch a flight Saturday and I texted him, and asked how his flight went, and he told me, 'Oh, I got drunk and didn't make the flight.'"

The last time Sansburn saw Roberts -- a week ago -- she noticed he seemed "numb."

"I just talked to him, stayed the night with him, and he just seemed numb if anything. He's usually very bubbly and happy, and I asked him why, what had changed, and [he] said 'nothing.' He just had so much he had to do before he went to Hawaii that he was trying to distance himself from Portland," Sansburn said.

She told ABC she wondered if Roberts was ever really planning on moving, and said she was shocked he could have committed such a terrible act.

?The person I knew would have never ever done anything like done this. Not in a million years,? she said. ?He was just too sweet. Never mean to anybody.?

According to?a profile in The Oregonian newspaper, a friend of Roberts' stepfather said Roberts had planned to enter the Navy after graduating from Oregon City High School in 2008 but couldn't because of an injury.

"After that, everything kind of fell apart for him," Rosalie DeDore told the newspaper.

Swarming police response in mall shooting highlights 'paradigm shift'
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A friend, Benjamin Eshbach, described Roberts as fun and light-hearted.

"It's a very difficult thing to wrap my head around," Eshbach, who said he played chess with Roberts and went out with him, told the newspaper. "It's hard to imagine him being any other way. Something doesn't fit."

In recent months, Roberts had moved into the basement of a small home in southeast Portland with two roommates, according to neighbors?who told NBC station KGW that he seemed like a nice man.

Roberts went to Clackamas Community College in 2009, but withdrew after his first year of classes, reported KGW. In high school, he had been an "average" student who didn't do extracurricular activities, and had no disciplinary actions on his record, district officials told KGW.

On Wednesday, Roberts' aunt?provided a hand-written note?through a friend to reporters?apologizing for his behavior. KATU of Portland reported that family friends said?Tami Roberts is Roberts' aunt but raised him. She wrote that she?had "no understanding or explanation for her son's behavior" and adding she was "very sad and wants everyone to know that she is so sorry what Jake did, it's so out of his character."

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Source: http://usnews.nbcnews.com/_news/2012/12/12/15870924-friends-shocked-by-oregon-mall-gunmans-actions-describe-him-as-fun-sweet?lite

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4 Habits of Successful People Using Social Media for Customer ...

Customer service is a major focus for brands using social media in their operations. After all, these networks offer fast, new ways of connecting with current and potential clients. In order to get the most out of social media based customer service, however, you may need to cultivate some new habits.

We?ve written about best practices for conducting good customer service on Facebook and on Twitter. But no matter which networks your brand prefers, here are a few regular activities and processes that will help your company, and your customers, get the most out of customer service on social media.

1. Regularly Search for Brand Mentions

Sometimes, an opportunity to serve customers on social media takes a little sleuthing. People don?t always pursue direct online communication with a company when they have a complaint ? or praise. Frequently, they?ll post a general comment that names your business without linking to any of your social media accounts.

Set up a system of regular notifications or searches so that you know when people mention your company name online. That means you can reach out to those folks and offer assistance before they contact you.

Being proactive in your customer communications demonstrates that you go the extra mile for service, and that you understand how to build relationships on social media. People usually respond well to those courtesies and will likely have a higher opinion of your brand as a result.

2. Take Service Beyond Fixing Problems

Even when they aren?t actively handling client requests, great customer service personnel will always be actively engaged with promoting the brand. This is true whether you?re running a general brand account, or a dedicated customer support channel.

Service is much more than just solving problems as they arise. It must encompass everything you do in order to convince customers to join, or stick with your company. You?ll want to use the social media space to offer tips, suggestions, and other information. Take advantage of every opportunity to interact and develop a positive reputation for your brand.

3. Research and Understand Each Network?s Rules

Depending on your industry, a customer service inquiry could end up requiring the exchange of personal information. Keep in mind that clients shouldn?t need to give you or your company their email addresses or phone numbers in publicly visible conversations. It?s usually a good idea to take those discussions offline, or move them to more private channels. That means you need to know what your options are for correspondence on each network. For example, on Twitter, you can only send a direct message to a person who is following you, so telling a client to contact you that way could create frustration if you?re not careful.

You?ll also need to be up to date on the terms of use, and on any restrictions placed on businesses for whatever social networks you use. You?ll need to understand what your company and your customers are allowed to say, as well as what behavior is not permitted on the platform. It?s unlikely that you?ll see too many infractions since the rules are often very general, but understanding the rules of engagement is important in order to protect all parties. Be alert for when terms of use change, and read any updates carefully rather than blindly agreeing.

4. Keep Your Perspective

One of the perils of working in customer service is letting the negativity of dissatisfied people get to you. Especially in online communications, some people seem more likely to forgo common courtesy. It can be a challenge to see through the bad attitude and get to the heart of the client?s problem. Remember, online communication has little opportunity for inflection or context. Try to be as polite and helpful as possible, even when faced with rude behavior.

Equally important after working with these caustic people is to not let that negativity seep into your next conversation. Your mindset should be the same in social media as it is for in-person interactions ? every customer marks a fresh start!

What habits do you rely on for great customer service on social media? Let us know in the comments!

[Image credits: John Jacobi, mtjmail, Blue Diamond Photography, bandita, Adam Heath]

Source: http://socialmediatoday.com/wallysprout/1076026/4-habits-successful-people-using-social-media-customer-service

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Video: ?Sesame Street? tackles divorce for first time

>> weather channel .

>> thanks. the gang at " sesame street " is tackling a sensitive subject. for the first time, the children's show will talk to kids about divorce. it's an interesting issue.

>> it is. did you watch " sesame street " as a kid?

>> of course.

>> can you believe it's been running 40 years now. you might think they've covered nearly everything. believe it or not, they avoided this one. after years of careful planning, they're about to teach kids how to deal with their parents' parting ways. from big bird to snufalogis, so familiar they feel like family. when it comes to family, " sesame street " has tackled everything from marriage on. the touchy topic of divorce was one they kept off the street until now.

>> you have two houses?

>> uh-huh. this one is where i live with my mommy and this one is where i live with my daddy.

>> it's called big feelings where for the first time we learn the fairy character, abbey's parents live apart.

>> abbey, why don't you all live in one house together?

>> well, because my parents are divorced.

>> the episode won't air on television, online only specifically targeted for parents to help kids cope with divorce.

>> i got used to the changes now.

>> experts say it's important for families to address the sensitive subject.

>>> think it creates a great vehicle for parents and kids to sit down in the comfort of their own homes, watch the videos online and really talk about things.

>> in 1992 , " sesame street " tried to tackle the tough topic. produc producers scripted and shot a show about snufologis parents divorcesing. when they tested it with preschoolers, some were upset and cried and it never aired.

>> we have a social component and try to address things concerning kids' lives.

>> 20 years later the new online episode is creating a lot of buzz. not everyone is pleased one woman tweeting have our morals finally declined so much we need " sesame street " to teach about divorce. so sad. but others very appropriate way to deal with a painful subject. it's a long time coming. the old gang with a new street they're finally heading down.

>> having all these big feelings about the divorce is okay?

>> sure, it is.

>> good. because i don't want to keep them inside anymore.

>> so cute. all the videos are free online and available on itunes and hopefully open up dialogue between adults and

Source: http://video.today.msnbc.msn.com/today/50185373/

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A finding that could help Alpha-1 sufferers breathe more easily

Public release date: 13-Dec-2012
[ | E-mail | Share ]

Contact: Iris Hui
iris.hui@researchaustralia.org
61-292-958-545
Research Australia

Scientists have identified a new mutation in the gene that causes the inherited disease known as Alpha-1 Antitrypsin Deficiency (Alpha-1), which affects roughly one in 2,500 people of European descent.

Alpha-1 can lead to serious lung disease in adults, or liver disease at any age.

The finding extends understanding of Alpha-1 at the molecular level, potentially leading to new drug development and better diagnostic tools.

Dr Darren Saunders from Sydney's Garvan Institute of Medical Research and Professor Vanessa Hayes, from the J. Craig Venter Institute in San Diego, published their results in the international journal PLOS One, now online.

In healthy people, Alpha-1 Antitrypsin is a molecule, or 'protein', made in the liver then secreted into the blood. It helps keep the lungs healthy by blocking an enzyme that causes tissue breakdown.

The genetic mutations that trigger Alpha-1 disease cause the Alpha-1 Antitrypsin protein to accumulate in the liver, rather than being secreted into the blood. That in turn leads to tissue breakdown in the lungs.

Alpha-1 is often first diagnosed as asthma or smoking-related Chronic Obstructive Pulmonary Disease (COPD). Typically, people experience symptoms like shortness of breath, wheezing, recurrent chest colds and allergies. They might also develop unexplained liver disease.

"We're interested in the fact that the mutation we've identified occurs in a completely different part of the gene from known mutations, yet it causes the same basic effect the protein doesn't get secreted from liver cells," said Dr Saunders.

The research is still early stage, as the mutation has been identified in only one patient, and that patient is from a Middle-Eastern background.

"We have yet to establish the mutation's prevalence, and we can't do that until we have the funding to examine a wider population of patients."

"At the basic science level, it's a promising breakthrough because it helps us better understand how the protein misbehaves when it's mutated and that's very important for drug development, because drugs have to try and minimise, or reverse, molecular damage."

"If the mutation turns out to be prevalent, then its inclusion in diagnostic tests will be important."

###

ABOUT GARVAN

The Garvan Institute of Medical Research was founded in 1963. Initially a research department of St Vincent's Hospital in Sydney, it is now one of Australia's largest medical research institutions with over 600 scientists, students and support staff. Garvan's main research areas are: Cancer, Diabetes & Obesity, Immunology and Inflammation and Neuroscience. Garvan's mission is to make significant contributions to medical science that will change the directions of science and medicine and have major impacts on human health. The outcome of Garvan's discoveries is the development of better methods of diagnosis, treatment, and ultimately, prevention of disease.

MEDIA ENQUIRIES

Alison Heather
Science Communications Manager
Garvan Institute of Medical Research
+61 2 9295 8128
+61 434 071 326
a.heather "at" garvan.org.au

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[ | E-mail | Share ]

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AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.

Public release date: 13-Dec-2012
[ | E-mail | Share ]

Contact: Iris Hui
iris.hui@researchaustralia.org
61-292-958-545
Research Australia

Scientists have identified a new mutation in the gene that causes the inherited disease known as Alpha-1 Antitrypsin Deficiency (Alpha-1), which affects roughly one in 2,500 people of European descent.

Alpha-1 can lead to serious lung disease in adults, or liver disease at any age.

The finding extends understanding of Alpha-1 at the molecular level, potentially leading to new drug development and better diagnostic tools.

Dr Darren Saunders from Sydney's Garvan Institute of Medical Research and Professor Vanessa Hayes, from the J. Craig Venter Institute in San Diego, published their results in the international journal PLOS One, now online.

In healthy people, Alpha-1 Antitrypsin is a molecule, or 'protein', made in the liver then secreted into the blood. It helps keep the lungs healthy by blocking an enzyme that causes tissue breakdown.

The genetic mutations that trigger Alpha-1 disease cause the Alpha-1 Antitrypsin protein to accumulate in the liver, rather than being secreted into the blood. That in turn leads to tissue breakdown in the lungs.

Alpha-1 is often first diagnosed as asthma or smoking-related Chronic Obstructive Pulmonary Disease (COPD). Typically, people experience symptoms like shortness of breath, wheezing, recurrent chest colds and allergies. They might also develop unexplained liver disease.

"We're interested in the fact that the mutation we've identified occurs in a completely different part of the gene from known mutations, yet it causes the same basic effect the protein doesn't get secreted from liver cells," said Dr Saunders.

The research is still early stage, as the mutation has been identified in only one patient, and that patient is from a Middle-Eastern background.

"We have yet to establish the mutation's prevalence, and we can't do that until we have the funding to examine a wider population of patients."

"At the basic science level, it's a promising breakthrough because it helps us better understand how the protein misbehaves when it's mutated and that's very important for drug development, because drugs have to try and minimise, or reverse, molecular damage."

"If the mutation turns out to be prevalent, then its inclusion in diagnostic tests will be important."

###

ABOUT GARVAN

The Garvan Institute of Medical Research was founded in 1963. Initially a research department of St Vincent's Hospital in Sydney, it is now one of Australia's largest medical research institutions with over 600 scientists, students and support staff. Garvan's main research areas are: Cancer, Diabetes & Obesity, Immunology and Inflammation and Neuroscience. Garvan's mission is to make significant contributions to medical science that will change the directions of science and medicine and have major impacts on human health. The outcome of Garvan's discoveries is the development of better methods of diagnosis, treatment, and ultimately, prevention of disease.

MEDIA ENQUIRIES

Alison Heather
Science Communications Manager
Garvan Institute of Medical Research
+61 2 9295 8128
+61 434 071 326
a.heather "at" garvan.org.au

---

[ | E-mail | Share ]

?

AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.

Source: http://www.eurekalert.org/pub_releases/2012-12/ra-aft121312.php

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NHL labor talks wrap up with still no progress

NEW YORK (AP) ? Two days of talks between the NHL, the players' association, and federal mediators still haven't provided any answers how to end the lockout.

Representatives from the fighting sides made it into the same room with a federal mediator Thursday. They just didn't make any noticeable progress. After a failed day Wednesday when the parties on either end of the hockey labor dispute never met with each other, lawyers from each group spoke face to face Thursday.

They appear no closer to a deal to save the season.

President Barack Obama addressed the stalemate in an interview Thursday with WCCO-TV in Minneapolis.

"My message to owners and to players is, 'You guys make a lot of money and you make a lot of money on the backs of fans, so do right by your fans. You can figure out how to spread out a bunch of revenue that you're bringing in, but do right by the people who support you,'" Obama said. "And I shouldn't have to be involved in a dispute between really wealthy players and even wealthier owners. They should be able to settle this themselves. And remember who it is that's putting all that money in their pockets."

Players' association special counsel Steve Fehr, who met with league lead counsel Bob Batterman on Thursday, said the sides intend to talk Friday either in person or by phone.

"I expect the mediators will continue to be involved," Fehr wrote in an email to The Associated Press. "Do not want to characterize the discussion today."

At no point on either day this week did union executive director Donald Fehr meet with NHL Commissioner Gary Bettman and deputy commissioner Bill Daly.

Daly said he expected to talk to Steve Fehr on Friday.

"I'm not sure what the next steps will be," Daly told the AP in an email. "I do expect the mediators to stay involved in terms of monitoring our ongoing negotiations, but at this point there are no further sessions planned. It doesn't appear there was movement by either side on any of the main issues over the last two days."

Mediators talked to each group separately Wednesday in suburban New Jersey and carried messages back and forth.

The league and union hadn't met since talks fell apart a week ago on the third straight day of negotiations in New York. Mediators rejoined the conversation Wednesday following two failed days last month, but still couldn't achieve a breakthrough.

"There were discussions of the various issues involved and how far apart we are and where we go from here," Donald Fehr said Wednesday. "I can't tell you that any progress was made."

The latest round of talks was supposed to be held away from reporters and cameras, but the meeting location was quickly revealed Wednesday. Both sides briefly made public statements then in frustrated tones.

When the NHL agreed last week to increase its make-whole offer of deferred payments from $211 million to $300 million, it was part of a proposed package that required the union to agree on three nonnegotiable points. Instead, the players' association accepted the raise in funds, but then made counterproposals on the issues the league stated had no wiggle room.

Bettman then said that the offer was being pulled from the table. Mediators, however, asked the union Wednesday if that proposal was back in play, would the players take it or leave it?

"It wasn't much of a decision," said Brendan Morrison, one of 13 players to attend Wednesday's talks. "I thought the gap would be closed much quicker, but it hasn't come to fruition yet, so we have to keep working."

The offer wasn't actually resubmitted by the NHL. Neither side made proposals Wednesday.

All games through Dec. 30 have been canceled, 43 percent of the season, along with the New Year's Day Winter Classic and the All-Star game.

After talks ended last Thursday, Donald Fehr began the first of his two news conferences that day by proclaiming he believed the sides had agreements on such issues as actual dollars and a players-funded pension plan. He returned moments later to reveal the NHL rejected everything offered.

The 2004-05 season was lost completely, resulting in the players' association accepting a deal that included a salary cap for the first time. While no such major philosophical disputes exist in these negotiations, the sides still aren't ready to come to an agreement.

"I never thought the issues were as big as they were back in '04-05," Morrison said Wednesday. "Apparently, I was wrong."

A 48-game season was played in 1995 after a lockout stretched into January. Bettman said he wouldn't have a shorter season than that.

The NHL wants to limit personal player contracts to five years, seven for a club to re-sign its own player and has elevated the issue to the highest level of importance. The union countered with an offer of an eight-year maximum length with the variable in salary being no greater than a 25 percent difference between the highest-paid year of the deal and the lowest.

The other sticking points the NHL demanded of the players are a 10-year term on the new agreement, with a mutual opt-out option after eight years, and no compliance buyouts or caps on escrow in the transition phase to the new structure. The union presented an offer of an eight-year deal with a reopener after six.

Source: http://news.yahoo.com/nhl-labor-talks-wrap-still-no-progress-223511527--nhl.html

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PFT: Greenway regrets telling fans to get drunk

AP

Next Friday, Seahawks cornerback Richard Sherman will attempt to overturn his four-game suspension for violation of the league?s policy against performance-enhancing drugs.

Per a source with knowledge of the situation, Sherman has two separate arguments.

First, and as initially reported by Mike Garafolo of USA Today, Sherman claims that he drank from the water bottle of a teammate that had been spiked with Adderall.? The teammate has both a prescription and a therapeutic use exemption, allowing the teammate to ingest Adderall, which contains amphetamines.

Sherman has denied that account in text messages sent to Curtis Crabtree of KJR, who works part-time for PFT.? However, we?ve confirmed Garafolo?s account.

Second, Sherman believes there were flaws in the method of obtaining his urine for testing.

It?s unknown whether both arguments will actually be advanced at the hearing.? Given that the two contentions are somewhat inconsistent (i.e., ?I accidentally ingested it? and ?the testing methodology generated a false positive?), Sherman would be wise to pick a horse.

The problem is that both horses likely will lose.? As to the water-bottle excuse, it won?t matter.? Players are responsible for anything that is in their systems.? As to the attack on the collection process, the problem is that the procedures for pursuing appeals allow the NFL to refuse to provide most of the evidence that would help the player establish irregularities.

As the source explained, these cases are lost not in the hearing room; they were lost at the negotiating table.? Unless and until the league and the union agree to testing procedures that require the NFL to prove with a high degree of certainty the accuracy of the collection and testing of a sample that, if positive, will result in a suspension, players will be at risk of being wrongly suspended.

Source: http://profootballtalk.nbcsports.com/2012/12/07/chad-greenway-i-should-have-been-more-responsible/related/

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Set Your iOS to Stunned: New Version of the Star Trek PADD App Now Available

Ever used your IOS device to imagine yourself as Lt. Nyota Uhura receiving an urgent communique from Starfleet? Then you are in luck ? the second version of the official Star Trek PADD app is now available with native iPhone 5 and iPad mini support.

Source: http://feedproxy.google.com/~r/Techcrunch/~3/G-9xQIFbv8U/

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