ROUGH EDITED COPY

RIT/NTID

An International Symposium

Technology and Deaf Education

"Wireless Emergency Communications:

Accessible Alerts for People with Disabilities"

Presenter: Helena Mitchell

Session M11E

June 23, 2008

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>>HELENA MITCHELL: Good morning. My name is Helena

Mitchell. I'm from Atlanta, Georgia. It's nice and warm

there, about a hundred degrees in temperature, so it's nice

to come where it's a little cooler.

This morning I'm going to talk about wireless emergency

communications, and I'm sure everybody knows what that

means, but for our perspective, we use old technology cell

phones and the newer technologies, which is already

outdated, but we'll be talking about how these can be used

in emergency situations.

If the first question is why even talk about the area of

wireless communications? Well, one thing we found is that

obviously having mobile technology increases a sense of

independence, and the quality of life for people with visual

and hearing impairments and also mobility impairments to

move about and not have to be so confined.

Also, we found that having applications of mobile devices

permits also attractiveness to the general population. For

example, the initial use of PDA's by the hearing population

was quickly adaptive by those who couldn't hear, and

Gallaudet students, when I go on their campus, they walk

around -- oh, I forgot to turn it on. Sorry. Sorry.

There we go. Is that better? Sorry about that.

Also, we found that the lower cost of new models is making

it much more affordable for people to be involved in being

able to use these technologies. The reason that we got into

it is my background is with the federal government in the

United States, and I've worked for the Telecommunications

Administration and also for the Federal Communications

Commission. Federal Communications Commission, for those of

you that are not aware of this, handles all technology

developments in the United States, and the rules and

regulations that determines how these are rolled out.

In 2005, which was a landmark year, they amended the rules

to make sure that in the event of emergencies and public

warnings, people with disabilities were included in this

process. Which, up until that point, had not happened.

We have done a number of filings to push the emergency alert

system notification program. In the United States, if

there's a natural or a man made emergency, the first signal

that's sent out is through the federal government, through

the Emergency Alert System.

The next thing we did was take a look at what is the

wireless use among people with disabilities and how many of

these folks had access to these technologies.

We have something called the user survey network, and we

have over 12,000 people with hearing or visual impairments,

and since 2001, we've been surveying them on the types of

technologies they use and the technologies helpful.

As you can see, looking from purple, which is 2001, to most

recent, which is 2007, we've actually had an increase to

show that technology has raised from 72% to 85%.

Our user group is very diverse. They're from 18-year-olds

to 87-year-olds. So for us, we were very shocked that the

number would be so high, actually. But I think most of

you -- how many people in this room have a mobile device on

them? Everybody, right? Just about everybody?

So we know that we as users are using them so we always have

to assume that the rest of the population is, too,

particularly with the prices coming down.

Everyday use also increased. So people not only just used

it now for emergencies or for calling their family and

friends, but we find that they're using it for everyday life

as well.

And the importance of it, which is even more important, has

increased.

So in our survey, we found 84% use some type of wireless

product, a mobile phone or personal device assistant, or

some other type of use. But what do they use it for? Well,

the main reason that they use it for is for voice,

obviously, and the next for 43% is text, and that's usually

our hearing impaired population uses it a lot for texting.

E-mails was 41%, internet is 35%. E-911, which was just

passed in the federal government, is another large use of

it, and it's being used. E-911 stands for enhanced

emergency communications.

So this is kind of a tight file, but you can see our

objectives. What are we trying to accomplish in this

project and the main thing is that we want to make sure that

any kind of information is specific and accessible to

everybody, and that we do it by the most optical means

because so many people have problems trying to figure out

how to use some of the technologies that we're trying to

make it easy so it doesn't become complicated. You don't

have to go through a long menu to get to the information you

really want. So we started out by taking a look at the

technology approaches that are currently out there, and we

have a team that has engineers on it, that has emergency

managers on it, that has folks that are involved at the

university level and consumers. So this is how we are able

to determine what are some of the best ways to do it. And

the emergency communications community obviously never

really thinks about people with disabilities when they are

constructing and rolling out technology, not because they

don't want to, but just in cases of emergency it doesn't

just normally roll off their tongues.

I'll give you an example. My husband works for the FEMA,

which, if you're an American, you know a lot about from all

the problems we had with Hurricane Katrina. Well, luckily,

because he's married to me, he's very sensitive to these

issues, so he's at the FEMA headquarters in Louisiana, when

it's going on in New Orleans, and he sees a big sign that

says blind people report to Section A. And it wasn't --

people weren't thinking. They're like, oh, yeah, that's

right. If they're blind, how can they see the sign? So

it's the same kind of situation, trying to make sure the

right information gets to the right people for them to take

the correct action.

One thing we started doing was we had certain partners in

the industry. We have Nokia, we have AT&T, and we have the

Blackberry Company, and so they gave us different

technologies and hardware so that we can start looking at

accessible formats, how do we put this information to a

format that makes it easy for you to use, and then we

started working with our field tests and rolling these out,

and I'm going to go into the field test a little bit because

I think that's really important to see how we gather the

information, and how --

And the most important thing for us is taking all this

information that we generate and filing it for the FCC

because one of the things that the FCC asks us to do and not

just asks us, but asks the entire country and people who

work in the field, is to tell us what makes accessible

alerts for people with disabilities, and since we don't take

sides with anybody, we think we're in a good position to

help them out.

So what's our methodology? We were going to do four field

tests to take a look at how effective and accessible these

alerts are.

At each field test we give a pre-test and a post-test

questionnaire to users, and then we wrap up with bringing

each group back into the room and we do a focus group to

discuss their experience during the test, and then we

tabulate, qualitate and quantitate information. The final

field test that we're going to do is take a look at the FCC

rules that have changed in the year since we started doing

the testing, and there has been some. One of the major ones

that's going to be a problem for the deaf community is that

before, you could have 120 characters of information that

goes out on the nature of the emergency. That is now being

cut down to 90 so we've got to figure out what's the 90 most

important words to put into these characters that forms the

sentences. Do you have a question?

>> Why?

>>HELENA MITCHELL: Because what happened was the mobile

operators that make these phones say that too many

characters takes up too much space on their servers, and it

makes it too difficult for them to disseminate the

information. So they said if you want us to do it, we'll do

it, but it's going to be at a cost to us so therefore, we're

going to cut it back for the consumer.

But that -- it's a big argument. That's a good question

because there's a lot of argument in the industry and among

the community as to what we should be looking at and why.

You're absolutely right.

So the first test that we start out is how do you currently

review emergency alerts? And as you can tell, most focus

review alerts through their televisions because if you're in

the United States, I'm sure at one point you've all screen

that scroll at the bottom of the screen that says this is an

emergency, and a lot of those are locally generated, which

is good because in reality, the Emergency Alert System has

never been activated. Who knows why? Anybody know why?

>> I'm going to guess and say because it's tied to nuclear

accidents or nuclear aggression.

>>HELENA MITCHELL: Very close. Because what happened, the

system was created because of the fact a bomb might be

dropped, and so therefore the only one in the country who

was able to activate the system was the president of the

United States, and that's the way the system has always

been -- has always gone. But then what started happening is

if you live in tornado alley or if you live in an area that

may have floods or, like we see now, or if you live on the

coastal area that has a lot of hurricanes, obviously you

want to know the information, too.

So we've started to allow states and local emergency

communications groups to start using the activation system.

The next one that comes in is telephone. People find out a

lot from family and friends who say something's happening in

the neighborhood, take cover.

And then surprisingly, for the first time, mobile phones has

outdistanced the other areas because before, people had

information, mostly from sirens, which is this one here.

But now your mobile phones has gone up.

And of course then a lot of people have sirens or they have

personal learning devices of their own that they carry with

them. So this just interesting for us to see.

But what happened is that still traditionally the media

outlets is how people mostly get it, or low-tech systems.

First off, we bring together small groups. We had about 10

to 12 people in each group, and then we assigned them to

what we call an observer. When we give you these devices to

do the testing, we don't want you looking at the device. We

want you to do what you would normally do with a cell phone.

So how many of you now have your cell phone in your

pocketbook?

Okay. And is the pocketbook is off, probably right? How

many are on vibrate or something? Right.

Okay. The guys, where's your cell phone? In your back

pocket or your breast pocket? Or on your hip.

Okay. So we didn't want you to change the way you do

things. We want you to continue to carry these devices the

way you would because obviously you're going to respond

faster if you know you have a test device.

So the idea is to distract you. So we had them at

television stations, we've had them at schools, we're

supposed to do a test here at NTID, so we're going to see

how that works.

But the first group, what we had, is those who were blind

and visually impaired users. So the first group is

technology savvy. For us, technology savvy means you know

how to use at least three kinds of elements on your phone.

So not only do you take your calls, you can make calls, you

can text message, and you might use it for a third service.

So you're familiar with your phone and all the different

types. If you have a Blackberry, you're familiar with all

the devices on that.

The second set we call mixed ability, and these are people

who may not use it quite as much, but they might use it at

least six or seven times a day.

And then the last group is what we call the infrequent

users. Interestingly, in the blind community, most of the

infrequent users were the elderly, which I guess is not

unexpected, because my mother still sits in one location

when she takes a phone because she thinks she can't -- well,

she knows she can move, but, you know -- and I see younger

people doing that, too. They still say in the same

location. They don't realize they can move around. And she

never makes a call, she only receives calls.

So what we did is we supplied these mobile phones -- well,

we built special custom software on it so that there's an

audio interface that gave text-to-speech meanings of these

emergencies.

So the good thing for that was that we were able to

synthesize a voice. The bad thing about it is that nobody

liked the voice that we did. They all complained. They

said it didn't sound natural, it was slow. Some people said

it was fast, so we're working on that.

And then we sent out a series of three messages, and each

message increasingly gets louder.

And that's because the first time we send it, we want you to

know something's going on, but it may not be imminent and it

may be something that could possibly happen.

By the second one, this emergency's getting closer to you.

So we want you to definitely get your attention. And by the

third time, you better take cover or you better get outside,

depending on the circumstance.

But, the unusual thing about our testing, because how many

of you now review some kind of emergency message in your

schools or from your communities?

The difference between what we do and what most of those do

is that it's in the EAS tone, so you can immediately tell

that it's not your traditional phone ring, it's a different

kind of message coming in.

And the other thing is ours comes down directly from the

satellites. We get directly from the National Weather

Service, which bypasses all these other systems. Because

for those of you that get it, how many of you also get

advertising?

Oh, well, that's good. Okay. Because a lot of people

complain they get advertising on their emergency message.

Yes?

>> You said that a special tone. Do you have a special

vibrate?

>>HELENA MITCHELL: Yes. That's on the second test. The

second test was geared toward hearing impairments and some

visual. But most of the people in the second group was --

it was about three-quarters hearing and then one-third still

had visual because we wanted to be able to carry over.

Yes. So the second one included the vibrating cadence

attention signal to differentiate between a regular text

message coming in and the messages from the EAS.

And this is not an SOS vibrating. So it didn't go

constantly, DA, DA, DA, DA. It broke up the way it sounded.

So what did we find out from the first test? Well, it was

interesting because we found out 94% found it was an

improvement. For the 6% that didn't find it was an

improvement, it was because they were already receiving

messages from a more high-level sophisticated voice, which

makes a difference because if you know that there's an

emergency coming, you want to be able to respond quickly.

So but most of them said it was a very convenient way to

review the alerts. They thought they could react to it

quicker because of the way the system came in and then

they're not always around TV, friends and family, so they

needed that.

And they thought it was hard to get information when you are

blind and outside. That was a major concern for the more

elderly, and people with more than one disability, who were

often in the blind community.

What did they think we could improve on? Well, they thought

we could have more cues on how to play the message. Because

it wasn't as simple as they wanted it to be. And then, of

course, the ability to speed up or slow down the voice, the

message, and then again, more sophisticated. If you know

how to use it all the time, want the message fast. If you

have hearing problems as well as visual problems you might

want it to go slower.

And one thing that we found that was really important to us

is we were able to adjust the volume or the pitch. Because

what you could do is you could push the up button for the

volume, but by that time you might have missed the message

so you had to go back and replay it so that became

important.

And then they wanted a continual loop message until the

phone was answered. And that was a really good suggestion

because a lot of times, even for those of you that have

these messages because we get them from our university also,

it doesn't replay, it kind of sits there. So one of the

important things was that you be able to answer it after.

It would never stop until you answered it. That's really

important.

So the second field test, now the number drops. This is

with the population now that was primarily deaf and hard of

hearing. Anyone know why it might drop? Anyone want to

take a guess?

Well, you're at a school that deals with a lot of deaf. Why

do you think it might drop?

>> I think there's some specific challenges to reaching deaf

people. That's what we're finding.

>>HELENA MITCHELL: Okay. Well, one of the reasons why it

dropped is because actually the deaf population is much more

savvy in using the phones, so there were a lot of other ways

that they were experimenting and trying to review these

messages.

And they were much more in contact with each other. If you

notice on campuses when you walk around, I mean, these

students are constantly -- and the signing is much easier to

follow, so they're constantly communicating together. So

for them, they had other ways that they thought could be

just as effective. So the number dropped.

What did they like best? They liked the override feature

that interrupted the current phone activity. So that's

something that came out in the first test, and that was

important because a lot of -- because since this is also a

more technology savvy group, and they went off to do what

they were going to do with the phones, they would be on the

phone, they'd be text messaging each other, so we

interrupted them, and they were like, oh, wow, okay. So my

conversations interrupted. But it wasn't stopped. It went

0 into a hold pattern. Yes?

In the format, they say we're reaching more people, and they

were not -- and particularly if they lived at home they

thought it would be very helpful to them.

So other information that came out that we thought was very

important, we knew we were going to repeat the message, but

we couldn't do it in the second test, we had to wait. For

those of you that have been involved in testing, you know

you can't change the testing in the middle of the stream.

But one thing that was really important is the signals for

service animals because a lot of the population has service

animals, and so they really wanted to know, if I can't wake

up, if I'm really sleeping hard, how do I find out. So we

were talking about different ways of doing that. And then

multiple zip codes, because a lot of times we're all here at

this conference, but is not our home zip code, so what if

something is happening right here, we're in this room, we're

not going to know what's going on.

So one thing that we're going to be doing is able to give

them more than one zip code. And the research team, we're

doing that on our own phones. See we're all part of the

test, too, so we've been adding more than one zip code.

Because it's funny, because I was at the Sea Sun, which is a

big conference in California that they have every year for

people with disabilities. My phone went off, and it said a

tornado, and we didn't even -- we forgot that it was still

back in Georgia that the tornado was coming.

So the proposed technical approach -- as you can see, I'm

not going to go into this slide, had a lot of options. We

decided we must be able to bypass this to make it a lot

cheaper to create.

So we created a different system. We take the information

directly down from the National Weather Service, which is

where the Emergency Alert System gets their information

anyhow. We bypassed this box, which was a decoder, and we

sent it directly to the software using soft, short message

services, to our modem and sends it to the network and sends

it to the device, so it takes less than eight seconds. And

actually we tried it one time and we were able to get it

done in five seconds.

So what are some of the solutions going forward? One of the

things we really wanted to do was to take a look at some of

the FCC findings regarding how to test, and we wanted to

make sure we could support the equal access. That's really

important to critical information because right now there's

still a lot of work that hasn't been done, and the

government's trying to figure out how to provide it.

So we're very concerned about the whole idea of accessible

emergency alerts.

And also, with all the work in digital, because this country

is going from analog to digital, and all of you now, I know

in Georgia, on our TV screens almost every day it says

February 2009, analog is going away and you're going to have

digital, so we have to get ready for that and we have to

make sure that those digital-based systems are able to get

information.

EAS improvements that incorporate the existing FCC

disability access rules was found to be really important

also.

Right now in the United States, there's some major rule

making that goes on. It goes back to the 92nd issue that I

had just addressed.

They just put out a new report and order. A report and

order means this is a new way we have to do business. So

for everybody who has a mobile phone, your mobile provider

is going to start saying -- they're going to be doing these

issues or they're not going to be doing. We're saying they

must create a common audio attention signal, and for us,

we're saying, the most -- the best one to use is what you're

already familiar with, which is EAS. So when your TV sets

are interrupted, now you're used to the signal. Don't go

creating something new that adds another layer of confusion

because in an emergency, we don't always have -- trying to

respond. We don't have time to take the whole piece apart.

The other thing we're saying is that we should keep the

8-second tone. EAS signals, when they come over your TV

sets or your radios or whatever device, you have what they

call a NOAA, national weather radio, they're all 8 seconds

long and I sent out a signal right now, I bet it would take

each of you at least five seconds to reach your device so

that's why we're saying keep the signal a nice, long one.

And then we get back to a common vibration cadence that you

had mentioned, and we're also saying what we like to do is

start having the manufacturers label the devices. Because

right now, we've also put out a little guide for if you have

a disability, which is how to choose your cell phone, but

wouldn't it just be easier, because the manufacturer has all

these labels on the phone boxes and everything inside

anyhow, it would just be easier to say this mobile device is

capable and adaptive for people with disabilities without

audio or visual impairments.

The 90-character text limit, we have to play with that. A

lot of people in the industry are trying to figure out how

are we going to get these messages condensed to 90

characters because that's not a very long signal. And other

part of that is that they're not going to allow us to use

URL's. One of the things that we were doing in our tool box

was we would send out the initial message that says,

warning, a tornado is coming to northwest Fulton County.

And then we would say, if you're blind, go to hit button 1.

If you're visually impaired, hit button 2. If you're deaf,

hit button 3. Well, now we're not going to be allowed to do

that so we've really got to figure out how do we get the

information for people to follow up on what's going on.

And then that's dealing with adding trailers to the alerts.

So if you can't have a URL, we want to at least be allowed

to have trailers on devices that are being used by visual or

hearing impaired.

So on our group, we have research students, we have

engineers. So Frank Lucia, and for anyone who works in the

emergency communications community, we used to work with me

when we did the emergency alert system and the emergency

broadcast system. Then we have engineers. Our experts are

made up of broadcasters, universities, blind and low vision,

deaf and hard of hearing populations and emergency public

safety personnel and trainers.

And I'm sure all of you can figure out why we have to have

emergency trainers, right? Because they're the ones that

have to be able to make sure that it happens when the

emergency drops down.

And then we're what we call a rehabilitation engineers and

research center. There are 22 in the United States, and

each of us are funded at $5 million for five years. We're

in our second $5 million ten-year phase now.

But these are -- there are some that are technology related

along with us, and so there's about three others that are

technology. There's one at Gallaudet. Is anybody familiar

with the Gallaudet group? But there's one at Gallaudet

University and there's one in Wisconsin.

So, if you want to contact me, this presentation is going to

be available as part of the technology symposium. And feel

free to call me, E-mail me, or go on our Web site and see

all the kinds of projects.

We have 12 projects. The emergency communication is one of

them. But we also do things with mobility. We do projects

that look at the barriers and opportunities for wireless

research and what rolls out.

So if anyone has any questions, let's get into a dialogue, a

little bit of a discussion. Yes?

>> What could you say about the ATSC's role in your next

generation mobile and hand held standards for this area?

>>HELENA MITCHELL: Okay. Why don't you explain what that

is to the rest of the group, or do you want me to? Go

ahead.

>> The Advanced Technology -- AT -- Standards Committee. I

want to get it right. The Advanced Technology Standards

Committee, is the one that's helping standardize the next

generation of digital TV, and as part of their work, they're

working on next generation mobile and hand held devices, and

writing new standards for those devices. So those devices

have not come to market yet.

But what does your group do in influencing the next

generation?

>>HELENA MITCHELL: Well, one of our engineers is on the

standards group. But standards is -- many of you may not

know, takes literally years to go from beginning of the

concept to the actual roll-out, just like the rule making at

the FCC. So for one reason, the commercial mobile alerting

system is rolling out like that. So we're trying to work

with that group because that's coming up first. And we'll

stay on the standards group, but we don't think that

standards groups are able to roll it around quick enough.

Also, when you -- when you ask a question, why don't you

tell us your name and where you're from so we get a good

feel from where everybody's from.

Any and all questions are welcome.

Well, the reason this whole concept came about was because

when I was with the FCC, we were very concerned about the

fact that people who did not speak English as a first

language and people with hearing and visual impairments had

no way of getting alerted because in New York and other

major cities, there are large populations. For example,

there's Spanish stations throughout the United States that

when an emergency happened, they didn't talk in the language

that they had been doing the whole time, Spanish, they

started talking in English.

Well, that's not going to help you in the time of emergency.

So after I left the commission, I was still interested in

continuing this work, and some of my colleagues were, too.

And the beautiful thing about it is we've had a lot of

cooperation from government agencies, from the emergency

communications community. So we've been really fortunate in

that way.

So how many of you are with the universities? We do have a

few minutes left. University. Where's everybody from?

We're a small group. We can say.

>> K-12 deaf education in the Rochester area.

>>HELENA MITCHELL: Oh, okay. Good. Both of you. Okay.

Are you from the school of Rochester -- no. Board of

Cooperational Services, so the southeast area around the

suburbs in the City of Rochester, the southeast. There's

another one that's north and west. Fairport.

>>HELENA MITCHELL: One of the things that we're doing with

one of our testing is we're doing it with the fire

departments and the police departments because one of the

things that they were really concerned about is that they

know their communities more than anybody knows their

communities, and they know that they have either deaf or

they have mobility people -- people with mobilities or they

have vision and blind people, but they don't know what to do

with them in case of an emergency. Because basically they

self-identify, so they partnered with us on this project

because they want us to hold statewide workshops to talk to

the emergency community about what to do in case of

evacuations and emergencies.

>> Well, that -- that brings up a question in my mind, with

so many schools now, K-12 and university settings using

smart boards and other kind of technology, is this going to

be tied in in any way in that kind of technology that's

placed in schools or are you concentrating first on personal

devices?

>>HELENA MITCHELL: We're concentrating on personal devices.

One of the test sites is the Atlanta public school system

because they have a public safety community and a director

of public safety and all that. But what they don't have is

ways of contacting -- the regular classroom teacher who

might have a student who's either blind or hearing impaired.

So what we need to do is we're going to let them and their

students -- because a lot of students, even though they

can't have their devices on in the classrooms, they still

have devices on them, so we want to be able to turn devices

on when they're in the off position, which is not that hard

to do.

But yeah, we worked with the Atlanta Public Schools, because

that was a concern we had.

>> It would be nice if it could just crawl out along the

bottom of a smart board, you know, tornado, flood, lockdown.

>>HELENA MITCHELL: That's true. But I think that each

technology is so specific to how it's integrated, and the

cell phone manufacturers are already uptight that they have

to do this and they're not going to get any money for it.

>> I'm Stacy with the Arkansas School for the Deaf. We have

message boards in each one of our classroom and we're

currently investigating a way that these -- a message on a

cell device or something can immediately launch those

messages, and we also have smart boards in all of our

classrooms, and our message net system will launch an

override message on whatever computer that you're on, so if

your projector were on, it would start scrolling. But we're

not quite to where our phone can launch that.

>>HELENA MITCHELL: We're doing that also. That it goes on

your computers if you're on a laptop on line, and we have

another project where if you wear a pendant, we're putting

out pendants that you can sign to and it signs back. So

that's one of our other projects, and it's really neat. And

then we have another project where there's a little device

that attaches to your eye glasses, and actually it's being

used by regular vision-able people in theaters when they go

to see plays in different languages because what it does, if

you're used to closed captioning, it's always in the same

spot, so if there's any action on the screen, you kind of

miss most of it because you're busy looking at the subtext.

Well, this obviously floats wherever your eyes are. So

we're working on some really interesting projects except the

funder for our project from the Department of Education said

one of our projects was a cushion so that if you have

mobility problems it tells you where the -- where not to

move so you don't get sores that a lot of people end up

getting who sit too long in wheelchairs. He told us, he

said, you know something? I love this fancy stuff, but can

you just give me a green, yellow and red signal? I don't

really need this. I just want to know if I should be on it

or not on it.

So we keep trying to pull back our engineers to some extent

to say they have to be more in tune with what people's needs

are.

Well, if there's no other questions -- we still have another

five minutes. Okay. Where are you with, sir? Who are you

with?

>> From Hawaii. We have our problems with hurricanes over

there. We had some training before with CSPAN, and they

have an internet Web site. They came and they trained many

of the deaf community people with firemen, police. We're

trying to move that along. And sending out messages with

wireless phone service, one of the things that they tried to

move forward to.

>>HELENA MITCHELL: We have one of our project directors is

from Hawaii. And did emergency work there. Where are you

from?

>> New Jersey.

>>HELENA MITCHELL: Oh, which school?

>> Alburton Community College.

>>HELENA MITCHELL: Okay. Well, I don't want to keep you

guys from lunch, there's a few more minutes, but if nobody

has any questions --

>> Thank you, Helena, that was very interesting. We are

very interested in your comments. I have hard copy

evaluation forms. We encourage you to get -- to provide us

with an evaluation, either hard copy or online. The

learning center is open for your online evaluations. The

most important thing you can give us is the session number,

which are named after the days and the time. This is Monday

at 11:00, so therefore this is session M11.

If you would like to complete this hard copy, please take

one from me and give it back to me. If you prefer online,

you can do that in the learning center.

>>HELENA MITCHELL: Where is the learning center?

>> The learning center is on the second floor of this

building in the center of the building.

Thank you again, Helena.