This paper discusses the poetry of Audre Lorde and Natasha Trethewey, and the ways in which they bring to attention the often-silenced histories of African American females. Through close readings of Lorde’s poems “Call” and “Coal,” and Trethewey’s “Three Photographs,” these histories are brought to the present with the framework of the words “call” and “re-call.” The paper explores the ways in which Lorde creates a new mythology for understanding her identity as “black, lesbian, mother, warrior, poet” in her innovative, intersectional feminist poetry. This is used as the framework for understanding modern poets like Trethewey, whose identity as a biracial black woman from the American South colors her lyric, more formal work. Lorde uses the vocal, oral tradition of calling as Trethewey relies on visual, gaze-focused recall. Recall is memory and re-call means bringing the hidden past into the future. The paper concludes by saying that all black female writers may participate in their own ways of calling out the truth and remembering what should be forgotten.

Notre thèse se propose d’analyser les transformations des rapports salariaux à partir d’une lecture croisée de la dynamique des modèles productifs et de l’expansion de la relation de service. Nous formulons l’hypothèse que la relation entretenue avec le client devient, sous différentes facettes, une source de profit obtenue à partir du travail salarié, ce qui conduit à une transformation des modes de production caractérisée par une division du travail et des emploi plus prononcée. L’exploration de cette hypothèse est effectuée pour le cas particulier des centres d’appels téléphoniques, sur la base d’une analyse empirique réalisée à partir d’entretiens sectoriels et de huit études de cas. Au regard de l’abondante littérature portant sur cet objet d’étude, notre recherche propose d’adopter un angle d’analyse original, qui consiste à prendre en compte les centres d’appels du point de vue de leur ancrage au sein des organisations productives. Nous partons de l’idée que l’activité des centres d’appels n’est pas totalement nouvelle et qu’elle résulte d’une transformation de situations antérieures. Il s’agit alors d’étudier cette activité au regard de son insertion au sein d’un processus de division du travail. L’application de la grille d’analyse d’un modèle productif permet dans ce cadre de mettre en exergue une recomposition et un découpage des différentes dimensions de la relation de service à travers l’ensemble de l’entreprise, qui entraîne une segmentation flexible des emplois et une rationalisation commune du travail empruntant à la fois à une logique industrielle et professionnelle, mais qui mobilise fortement l’implication subjective des salariés. / Our thesis offers to analyze the transformation of wage earner relations through a cross reading of the productive models dynamics and the growth of the service relation. We venture the hypothesis that the relationship with the customer becomes a source of profit achieved by paid work at different level, which leads to a transformation of productive models characterized by a stronger division in work and employment. The analysis of this hypothesis is made for the specific case of call centers on the basis of a purely practical analysis carried through sectorial interviews and eight case studies. With regard to abundant sources about this study, our research offers to adopt an original angle of analysis consisting in taking into account call centers regarding their base within productive organization. We start by assuming that call centers activity isn’t entirely new and that it ensues from a transformation of former situation. Thus we have to study the activity with regard to its integration within a work division process. The implementation of the frame of reference of a productive model allows us to underline in this context a reconstruction and a division of the various dimensions of service relation through the whole industry. It leads to a flexible segmentation of jobs and a common rationalization of works borrowing an industrial and professional reasoning but which highly uses employees subjective commitment.

Call quality has been crucial from the inception of telecommunication networks. Operators need to monitor call quality from the end-user's perspective, in order to retain subscribers and reduce subscriber 'churn'. Operators worry not only about call quality and interconnect revenue loss, but also about network connectivity issues in areas where mobile network gateways are prevalent. Bandwidth quality as experienced by the end-user is equally important in helping operators to reduce churn. The parameters that network operators use to improve call quality are mainly from the end-user's perspective. These parameters are usually ASR (answer seizure ratio), PDD (postdial delay), NER (network efficiency ratio), the number of calls for which these parameters have been analyzed and successful calls. Operators use these parameters to evaluate and optimize the network to meet their quality requirements. Analysis of speech quality is a major arena for research. Traditionally, users' perception of speech quality has been measured offline using subjective listening tests. Such tests are, however, slow, tedious and costly. An alternative method is therefore needed; one that can be automatically computed on the subscriber's handset, be available to the operator as well as to subscribers and, at the same time, provide results that are comparable with conventional subjective scores. QMeter® 'a set of tools for signal and bandwidth measurement that have been developed bearing in mind all the parameters that influence call and bandwidth quality experienced by the end-user' addresses these issues and, additionally, facilitates dynamic tariff propositions which enhance the credibility of the operator. This research focuses on call quality parameters from the end-user's perspective. The call parameters used in the research are signal strength, successful call rate, normal drop call rate, and hand-over drop rate. Signal strength is measured for every five milliseconds of an active call and average signal strength is calculated for each successful call. The successful call rate, normal drop rate and hand-over drop rate are used to achieve a measurement of the overall call quality. Call quality with respect to bundles of 10 calls is proposed. An attempt is made to visualize these parameters for better understanding of where the quality is bad, good and excellent. This will help operators, as well as user groups, to measure quality and coverage. Operators boast about their bandwidth but in reality, to know the locations where speed has to be improved, they need a tool that can effectively measure speed from the end-user's perspective. BM (bandwidth meter), a tool developed as a part of this research, measures the average speed of data sessions and stores the information for analysis at different locations. To address issues of quality in the subscriber segment, this research proposes the varying of tariffs based on call and bandwidth quality. Call charging based on call quality as perceived by the end-user is proposed, both to satisfy subscribers and help operators to improve customer satisfaction and increase average revenue per user. Tariff redemption procedures are put forward for bundles of 10 calls and 10 data sessions. In addition to the varying of tariffs, quality escalation processes are proposed. Deploying such tools on selected or random samples of users will result in substantial improvement in user loyalty which, in turn, will bring operational and economic advantages.

The context of this research is the coping and wellness of call centre agents in a characteristically high-stress work environment. The purpose of the study was to construct a psychological coping profile by investigating the relationship between individuals‘ wellness-related dispositional attributes and their resiliency-related behavioural capacities which has been under researched in a call centre work environment. A quantitative cross-sectional survey approach was followed. The population comprised predominantly of a non –probability sample of (N=409) predominantly early career permanently employed black females employed in call centres in Africa. Correlation and multivariate statistics highlighted cognitive (cynicism and hardy-control), affective (managing own emotions) and conative (hardy-commitment) behavioural elements that should be considered in the psychological coping profile of call centre agents. Age and gender were also shown to be significant moderators of the relationship between the wellness-related attributes and the resiliency-related capacities. The main findings are reported and interpreted in terms of an empirically derived psychological coping profile. The findings may provide valuable pointers for the design of wellness intervention practices which add to the body of knowledge concerned with employee wellness in call centres / Industrial and Organisational Psychology / D.Litt. et Phil. (Industrial and Organisational Psychology)

1 Abstract The dissertation focused its attention on the principle of the concentration and its application in civil proceedings. The principle of the concentration and its issues represented after the amendment of Civil Procedure Code No. 99/1963 realized by Act No. 30/2000 Sb. and the by Act No. 7/2009 Sb. are highly actual topic in the civil practice and in the theory of civil procedure. The dissertation attempts to explain the positives and the negatives of the principle of the concentration in civil proceedings, seeks and finds its adequate place in the civil procedural law in order to achieve an effective and quick protection of endangered or infringed subjective private rights. The theoretical basis of the dissertation consists of definition of the essence of the principle of the concentration, its object and mainly its purpose along in the system of the principles regulating civil proceedings at all. The modern civil proceedings should be based on the principle of the concentration in order to ensure the effective protection of endangered or infringed subjective private rights provided by the courts. The individual elements and phases of applying the principle of the concentration in civil proceedings should be appropriately chosen in civil proceedings. The individual elements of the principle of...

A presente dissertação tem como objetivo a edição semidiplomática justalinear à reprodução fac-similar de cartas de chamada manuscritas. O objeto de estudo pertence ao Arquivo do Memorial do Imigrante São Paulo e refere-se à parcela de imigrantes portugueses que chegou a São Paulo de 1911 a 1920. A edição será acompanhada dos índices remissivos antroponímico e toponímico com a finalidade de servir de base para estudos da história social e linguística de São Paulo. Para tanto, utilizaremos os princípios da crítica textual sumarizados por Spina (1977), Spaggiari (2004) e Cambraia (2005), sobretudo os relativos à função substantiva da Filologia; e para a elaboração dos índices remissivos, os fundamentos da onomástica. / This dissertation aims to a semidiplomatic line by line edition to the facsimile reproduction of handwritten letters of call. The object of study belongs to the Archives of Memorial do Imigrante - São Paulo and refer to the portion of Portuguese immigrants who arrived in São Paulo from 1911 to 1920. The edition will be accompanied by anthroponymy and toponimic indexes in order to serve as a basis for studies of social and linguistic history of São Paulo. For this purpose, we use the principles of textual criticism proposed by Spina (1977) and Cambraia (2005), especially those relating to the substantive function of philology, and for the preparation of indexes, the fundamentals of onomastics.

O modelo de fila M/M/n+G pode ser usado para descrever o comportamento de uma Central de Atendimento. Nesse modelo as chegadas são Poisson com taxa lambda, o atendimento é exponencialmente distribuído com taxa mi, há n atendentes e os tempos de paciência dos clientes têm distribuição geral. A espera do usuário em fila não pode ultrapassar um tempo (paciência) que tem distribuição G e, se isto ocorrer, ele abandona o sistema. Mandelbaum e Zeltyn [2004] mostraram que existe uma relação linear entre o tempo médio de permanência na fila e a probabilidade de abandono nesses modelos quando a paciência é exponencialmente distribuída. No presente trabalho, estudamos essa relação no caso de distribuiçãao de paciência do tipo mista (com partes discreta e contínua), em que buscamos representar a reação dos usuários às mensagens gravadas reproduzidas periodicamente para aqueles que estão esperando atendimento. Utilizamos duas distribuições de paciência: Exponencial Mista e Uniforme Mista e percebemos que não há uma relação linear entre o tempo médio de espera na fila e a probabilidade de abandono. Observamos que para uma mesma taxa de chegada, o tempo médio de espera na fila é menor para a distribuição de paciência mista quando comparada com a Exponencial ou Uniforme de mesmos parâmetros. Analisamos o que ocorre com essa relação quando alteramos a distribuição do atendimento e percebemos que ela é mais afetada pela média e pelo coeficiente de variação do que pela particular distribuição escolhida para o tempo de serviço. / The M/M/n+G queueing model can be used to describe the behavior of a Call Center. This model has Poisson arrivals with rate lambda, service times are exponentially distributed with rate mi, n agents and the client´s patience time has general distribution. The waiting in line could not exceed a time (patience) which has distribution G, and if it occurs, the client leaves the system. In this models, Mandelbaum and Zeltyn [2004] showed that there is a linear relationship between average waiting time in queue and the probability of abandonment if the distribution of patience is Exponencial. In this work, we study this relationship in the case of patience with mixed distribution (which has discret and continuous parts). Through mixed distributions we try to represent the user´s reaction to recorded messages reproduced periodically when they are waiting for service. We have used Mixed Exponencial and Mixed Uniform distributions and, in both of them, there is not a linear relationship between average waiting time in queue and the probability of abandonment. We observe that for the same arrival rate, the average waiting time in line for mixed distribution is smaller than Exponencial or Uniform distributions with the same parameters. Also, we study the effect on waiting time and abandonment of different distributions of service and we observe that it is more affected by the coeficient of variation and average that by the particular distribution chosen for service.

Este trabalho visa estudar e implementar a integração entre o domínio de comutação de circuitos e o IP Multimedia Subsystem (IMS) para suportar handovers verticais, ou seja, entre redes de acesso distintas, por exemplo, Global System for Mobile communications (GSM) e WiFi, em especial no Serviço Voice Call Continuity (VCC). Entretanto muito pouco é especificado sobre a integração entre os domínios nas normas das diversas entidades de padronização que tratam sobre o assunto. Assim, apresenta-se uma proposta para essa integração, criando-se uma nova entidade funcional para realizá-la, o Call Data Storage Function (CDSF), que interage com os demais módulos do Serviço VCC e garante que algumas informações que devem ser trocadas entre os módulos não sejam perdidas, devido à conversão de protocolos de sinalização na interface entre tais domínios. O CDSF auxilia também no controle da alocação de endereços de referência utilizados no encaminhamento de chamadas de um domínio para o outro. São definidos os protocolos de acesso ao CDSF, bem como os métodos disponíveis. Em sua concepção, recorre-se a uma modelagem modular, que permite futuras melhorias, apenas por troca de módulos. Como estudos de caso para validar a proposta são apresentados cenários de chamadas que utilizam o Serviço VCC, passando pelo CDSF. Por fim, conclui-se que a integração entre os domínios é viável se a proposta deste trabalho for utilizada. Também se demonstra que a separação dos planos de controle dos planos de dados (de usuário) é uma das contribuições fundamentais da arquitetura NGN para o sucesso de suas implementações, como por exemplo o IMS.Além disso, destacam-se as vantagens que o Serviço VCC pode agregar ao IMS, contribuindo para sua adesão em menor prazo pelas operadoras de telecomunicações, dado que esse serviço contribui para a integração de redes, cada vez mais convergentes, agregando mobilidade e continuidade à sua utilização. / This work intends to study and implement the integration between the circuit switching domain and the IP Multimedia Subsystem (IMS) to support vertical handovers that are between different access networks, such as Global System for Mobile communications (GSM) and WiFi. Therefore the specifications are incomplete about this topic in standards from the entities who works with this subject. Then, is presented a new proposal for this integration: a new functional entity to realize this integration: the Call Data Storage Function (CDSF), which interacts with other modules of VCC Service and guarantees that some information shared between modules are not lost, due to conversion of signalling protocols in the interface between domains. Besides that, CDSF helps in the control of allocation of reference address that are used to route calls from one domain to another. Access protocols to CDSF are defined and CDSF methods are exposed. The CDSF design uses a modular approach, which allows future improvements, just changing modules. As case studies to validate this work proposal, call scenarios are presented that uses the VCC Service, using CDSF. Finally, it is concluded that the integration between domains is viable if this work proposal is used. It is presented, as well, that the separation between control plans and data plans is one of the main contributions of NGN architecture to the success of its implementations, like IMS. Furthermore, it is exposed the advantages that VCC Service can aggregate to IMS, contributing for more rapidly adoption by telecommunications operators, considering that this service helps the networks integration, adding convergence, mobility and continuity.

La recherche se situe au carrefour de la didactique des langues-cultures et de l’ALAO (Apprentissage des Langues Assistée par Ordinateur) via des dispositifs hybrides. Elle porte sur les usages des dispositifs médiatisés d’apprentissage de la langue étrangère par des apprenants non-spécialistes. Le postulat de départ est qu’une recherche sur les usages constitue un moyen pour les concepteurs d’appréhender les manières dont les apprenants s’approprient ces dispositifs. L’hypothèse émise est qu’il y a un décalage entre les usages attendus par les enseignants et les usages réels des apprenants et qu’il est pertinent, d’un point de vue didactique, de travailler sur ces décalages afin, d'une part, que les enseignants concepteurs puissent modifier les modèles d’usages en amont de la mise en œuvre du dispositif d’apprentissage et d'autre part, puissent réagir de manière plus adéquate pendant l’utilisation du dispositif par les apprenants. Cette hypothèse conduit à formuler deux questions de recherche principales. Premièrement, quels usages font les apprenants de langues étrangères des dispositifs hybrides ? Et deuxièmement, sur quels éléments des usages les concepteurs peuvent-ils s’appuyer pour la conception ou pour l’actualisation du dispositif ?La recherche est une recherche-action de type expérimental. Elle s’effectue sur deux terrains particuliers : un terrain en contexte français qui constitue le terrain d’analyse et un terrain en contexte malgache qui est le terrain de conception et d’expérimentation. Ces deux terrains présentent des points communs : public-cible constitué d’étudiants non-spécialistes de la langue et spécialistes d’autres disciplines, inscrit en première année de formation, apprentissage de la langue-cible s’effectuant à distance via une plateforme. Deux formes de données de recherche sont exploitées de ces deux terrains : des données invoquées (traces laissées par les apprenants sur la plateforme), suscitées (des questionnaires en direction des apprenants et des entretiens semi-directifs auprès des enseignants-concepteurs afin de cerner les usages prescrits). Les résultats attendus sont de trois types. Sur le plan herméneutique, la recherche permet de caractériser les usages des apprenants selon leurs modes d’interprétation et d’appropriation du dispositif. Sur le plan praxéologique, elle constitue un appui à la conception de dispositifs hybrides, par le biais de recommandations soulignant le rôle de la scénarisation, l’importance de l’articulation d’un côté, des outils mis à disposition des apprenants avec les tâches proposées et de l’autre côté, du présentiel et du distantiel dansl'hybridation. Enfin, elle participe à la promotion, à la diffusion et à l’apprentissage de la langue française en direction des étudiants malgachophones. / This research work is situated at the crossroads of the didactics of Languages and Cultures and CALL (Computer-Assisted Language Learning) via blended learning courseware systems. It focuses on the learners’ usage of computer-mediated learning environments for foreign languages. The premise is that research on usage constitutes a means for course designers to apprehend the ways learners adapt to these tools. Our hypothesis is that there is a discrepancy between the usage prescribed by the teachers and the real usage made by the learners. We believe that it is therefore relevant, from a didactic perspective, to work on these discrepancies so that teacher-designers can improve their practices of these learning systems by adapting their usage models ahead of the implementation of the course setup and by reacting in a more appropriate way during the time the learners are using the tools. This hypothesis raises two main research questions. On the one hand, what use do foreign language learners make of blended learning systems? And, on the other hand, what particular information on usage will help courseware designers in the design or update of their system?The research can be described as experimental action research. This is performed in two research fields: a French context, which is the analytical field and a Malagasy context, which is the field of design and experimentation. These two fields share some common points: a target group of non-specialist language students and specialists of other disciplines enrolled in the first year of their courses and the learning of the target language taking place on a distancelearning platform. Two forms of research data are utilised in both of these fields: invoked data (learners’ traces left on the platform) and raised data (questionnaires completed by the learners and semi-guided interviews of teacher-designers in order to better understand the prescribed uses). The results are of three kinds. At the hermeneutic level, the research enables learners’ usage to be characterised according to their ways of interpreting and adapting to the system. At the praxeological level, it supports the design of courseware systems by giving advice which underlines the role of scenario design and the importance of the strategic use of the tools available to the learner for the tasks proposed. Finally, it helps promote and disseminate the French language to Malagasy students.

Sans exécuter une application, est-il possible de prévoir quelle est la méthode cible d’un site d’appel ? Est-il possible de savoir quels sont les types et les valeurs qu’une expression peut contenir ? Est-il possible de déterminer de manière exhaustive l’ensemble de comportements qu’une application peut effectuer ? Dans les trois cas, la réponse est oui, à condition d’accepter une certaine approximation. Il existe une classe d’algorithmes − peu connus à l’extérieur du cercle académique − qui analysent et simulent un programme pour calculer de manière conservatrice l’ensemble des informations qui peuvent être véhiculées dans une expression.Dans cette thèse, nous présentons ces algorithmes appelés CFAs (acronyme de Control Flow Analysis), plus précisément l’algorithme multivariant k-l-CFA. Nous combinons l’algorithme k-l-CFA avec l’analyse de taches (taint analysis),qui consiste à suivre une donnée sensible dans le flot de contrôle, afin de déterminer si elle atteint un puits (un flot sortant du programme). Cet algorithme, en combinaison avec l’interprétation abstraite pour les valeurs, a pour objectif de calculer de manière aussi exhaustive que possible l’ensemble des comportements d’une application. L’un des problèmes de cette approche est le nombre élevé de faux-positifs, qui impose un post-traitement humain. Il est donc essentiel de pouvoir augmenter la précision de l’analyse en augmentant k.k-l-CFA est notoirement connu comme étant très combinatoire, sa complexité étant exponentielle dans la valeur de k. La première contribution de cette thèse est de concevoir un modèle et une implémentation la plus efficace possible, en séparant soigneusement les parties statiques et dynamiques de l’analyse, pour permettre le passage à l’échelle. La seconde contribution de cette thèse est de proposer une nouvelle variante de CFA basée sur k-l-CFA, et appelée *-CFA, qui consiste à faire du paramètre k une propriété de chaque variante, de façon à ne l’augmenter que dans les contextes qui le justifient.Afin d’évaluer l’efficacité de notre implémentation de k-l-CFA, nous avons effectué une comparaison avec le framework Wala. Ensuite, nous validons l’analyse de taches et la détection de comportements avec le Benchmark DroidBench. Enfin, nous présentons les apports de l’algorithme *-CFA par rapport aux algorithmes standards de CFA dans le contexte d’analyse de taches et de détection de comportements. / Without executing an application, is it possible to predict the target method of a call site? Is it possible to know the types and values that an expression can contain? Is it possible to determine exhaustively the set of behaviors that an application can perform? In all three cases, the answer is yes, as long as a certain approximation is accepted.There is a class of algorithms - little known outside of academia - that can simulate and analyze a program to compute conservatively all information that can be conveyed in an expression. In this thesis, we present these algorithms called CFAs (Control flow analysis), and more specifically the multivariant k-l-CFA algorithm.We combine k-l-CFA algorithm with taint analysis, which consists in following tainted sensitive data inthe control flow to determine if it reaches a sink (an outgoing flow of the program).This combination with the integration of abstract interpretation for the values, aims to identify asexhaustively as possible all behaviors performed by an application.The problem with this approach is the high number of false positives, which requiresa human post-processing treatment.It is therefore essential to increase the accuracy of the analysis by increasing k.k-l-CFA is notoriously known as having a high combinatorial complexity, which is exponential commensurately with the value of k.The first contribution of this thesis is to design a model and most efficient implementationpossible, carefully separating the static and dynamic parts of the analysis, to allow scalability.The second contribution of this thesis is to propose a new CFA variant based on k-l-CFA algorithm -called *-CFA - , which consists in keeping locally for each variant the parameter k, and increasing this parameter in the contexts which justifies it.To evaluate the effectiveness of our implementation of k-l-CFA, we make a comparison with the Wala framework.Then, we do the same with the DroidBench benchmark to validate out taint analysis and behavior detection. Finally , we present the contributions of *-CFA algorithm compared to standard CFA algorithms in the context of taint analysis and behavior detection.