Wrigley proposal: New seats, more restaurants, more bathrooms

Cubs Chairman Tom Ricketts discusses Sammy Sosa and the renovation of Wrigley Field.









Cubs Chairman Tom Ricketts said Saturday the team will fund an ambitious $300 million renovation plan at Wrigley Field if the city eases some of its restrictions around Wrigley Field.

“The fact is that when you look at all of the limitations that we have, whether that’s signage in the outfield, which we are not allowed to do, or what kind of stuff we do in the park or around the park, I think we’d just like a little more flexibility to have some options on that stuff,” Ricketts said after a question-and-answer session with fans at the Cubs Convention.






“We have an opportunity cost there that’s tremendous. Just give us some relief on some of these restrictions, and we’ll take care of (renovating) Wrigley Field.”

Among the proposed improvements the Cubs revealed are larger concourses, additional restaurants, more bathroom and concession areas, expanded suites and amenities for the players, including a larger home clubhouse, batting cages and additional training facilities. A new roof would replace the wooden roof, new seats would be installed and the façade would return to its 1930s-era luster.

The project would be done during offseasons over a five-year period in what team business President Crane Kenney termed “the greatest (stadium) restoration project ever.”

In order to pay for it, the Cubs are asking for the ability to enhance their revenue streams in the same fashion as other teams, without having to ask permission from the city.

“We’d like to be treated like a private institution,” Ricketts told fans. ““We have a lot of restrictions. We compete against our rooftop partners across the street. They compete on price and we compete against them on a regular basis.

“We’re told what we can do to the park. We’re told what we can do in the park. We’re told what we can do around the park. We think, from our position, if you just let us run our business, we can get started on some substantial renovations, make the fan experience better, make the player experience better, and really preserve the park for the next 50 years. We’re not a museum. We’re a business.”

Some of the restrictions Ricketts alluded to include:

Signage: The bleacher vista may be significantly altered if the Cubs get their way. In 2010, the Cubs agreed to a four-year moratorium on additional advertising signs that would rise above the Wrigley Field bleachers in order to gain city approval of a Toyota outfield sign. That moratorium expires after this season, and the Cubs would like to increase their outfield signage, along with other areas in the ballpark. They’re the only team with signage restrictions.

Co-owner Laura Ricketts said the restriction on signage puts the team at a disadvantage, “but also forces us to be extra creative in the advertising that we do have, and that makes Wrigley Field, in my opinion, the most special place to watch a ballgame in all of baseball… With our renovations, that’s definitely something we want to preserve going forward.”

Night games: A city ordinance granted the Cubs permission to play 18 night games a year starting in 1988. In 2004, the city council approved an increase of four night games per year through 2006, giving them their current allotment of 30. The Cubs haven’t said how many more night games they need, but one source said “half,” or 41, would suffice, including an occasional Saturday night game. The Cubs also would like the return of 3:05 p.m. starts on Friday, believing the weekend restrictions are an anachronism in a commercialized area.

Concerts: An agreement in 2005 between the Cubs and the city gave the Cubs permission to hold two Jimmy Buffet concerts that summer, with the team donating $150,000 of the proceeds to neighborhood schools and reserving 3,000 concert tickets for purchase by people who lived within one mile of the ballpark. The Cubs agreed to hold 29 night games in 2006 instead of the permitted 30. In 2009, the city allowed the Cubs to hold three concerts, including two by Elton John and Billy Joel. The Cubs haven’t said how many concerts they’d like, but they’d like to increase it without having to ask for city permission.

Sheffield Avenue: The Cubs have for years been looking to turn Sheffield Avenue into a street-fest on selected weekends, after the successful “Wildcat Way” during the Northwestern-Illinois football game at Wrigley. But opposition by local businesses have been an obstacle. Ricketts pointed to Yawkey Way, the street outside Fenway Park with stands, food kiosks and other activities. “We think it’s a good idea,” he said. “We think it can really add to the fan experience. We’ve been to Yawkey Way and we think we can do something comparable. (Sheffield) is already closed. Why can’t we put something on it that’s nice for families or for fans coming to games?”

The Cubs shelved plans for the much-hyped triangle building, instead opting for an open area west of the park that can be used for things like movies, an ice rink and a farmer’s market. The plan to add parking was also removed, since polls told them Cubs fans didn’t want more congestion next to the ballpark.

Kenney said the Cubs wouldn’t need to remove the landmark status for the proposed changes.

“The marquee, the ivy, the scoreboard, we’d be the last ones who would want to touch those,” he said. “The landmark ordinance really isn’t our problem. It’s just the ability to add some of the marketing elements we need and to host games when we feel like it.”

While a Jumbotron is not in the works yet, the Cubs are open to the possibility, while maintaining the hand-operated scoreboard. Kenney said polls show Cubs fans will support a Jumbotron, a shift in attitude from what they used to say. He added the team is removing the LED board under the center-field scoreboard to improve the aesthetics, as fans suggested.

psullivan@tribune.com


Twitter @pwsullivan





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Google says Wall Street estimates need adjusting






SAN FRANCISCO (Reuters) – Google Inc issued a rare advisory to Wall Street on Friday that analyst estimates for its fourth quarter financial results are flawed.


The world’s No.1 search engine, which reports its quarterly results on Tuesday, said most analysts have not adjusted their estimates to reflect the pending $ 2.35 billion sale of the Motorola Home business.






The business must be presented separately from the results of Google’s continuing operations under U.S. accounting rules, Google Treasurer Brent Callinicos wrote in a post on Google’s investor relations Web page on Friday.


“As of this writing, a majority of Wall Street analysts who cover Google have not reflected the Home business as discontinued operations in their estimates,” Callinicos wrote.


The discrepancy means the fourth-quarter net revenue that Google reports on Tuesday could appear to be less than the $ 12.34 billion average that analysts polled by Thomson Reuters I/B/E/S are expecting.


Raymond James analyst Aaron Kessler says his fourth-quarter net revenue estimate includes nearly $ 900 million from the Motorola Home business.


“They’re saying that the headline number is going to be less than what most analysts have for Q4,” said Kessler.


The advisory is a rare move for Google, which does not provide financial forecasts and typically has limited interactions with analysts. The company has in the past provided accounting advisories to analysts about the Motorola Mobility business, which Google acquired for $ 12.5 billion in May.


Google bought Motorola Mobility primarily for its large portfolio of communications patents and its mobile phone business.


In December, Google agreed to sell the Motorola Home television set-top box business to Arris Group Inc for $ 2.35 billion in cash and stock.


Analysts expect Google to report adjusted earnings of $ 10.56 per share for the fourth quarter.


“It’s a little surprising that they’re doing this the Friday before the report,” said Kessler. “They should have put it out a week ago if they wanted analysts to change their numbers.”


(Reporting By Alexei Oreskovic. Editing by Andre Grenon)


Wireless News Headlines – Yahoo! News





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Dan Lin, Roy Lee Counter Sue Legendary over ‘Godzilla’






LOS ANGELES (TheWrap.com) – Producers Dan Lin, Roy Lee and Doug Davison have hit back at Legendary Pictures over “Godzilla,” filing a cross complaint Thursday in L.A. Superior Court seeking millions in damages and credit for their contributions to the upcoming movie.


Lin, Lee and Davison allege breach of contract and mistreatment, rehashing the history of how they came to work with Legendary. They began work in 2009 and helped Legendary secure the rights because they were assured they’d be treated well.






“Apparently, Legendary’s idea of treating the producers who brought them ‘Godzilla’ well included concocting a scheme to try to force them off the project, and depriving them of their screen credit and substantial fixed and backend compensation in order to keep more of the money and to aggrandize themselves,” the suit claims.


Legendary preemptively sued the producers last week to kick them off of the movie, anticipating a restraining order that could impede the looming production. Legendary unveiled its plans for the movie at Comic-Con last July, and has slated it for a 2014 release. It would begin production in Spring with Gareth Edward directing.


Legendary alleged that it had entered an agreement in March 2011 that gave the producers $ 25,000 in development money but no right to the intellectual property. In order to receive credit as a producer or backend money from the movie’s profits, their early work would need to be the basis for the movie.


Lin, Lee and Davison say they were responsible for bringing the rights to Legendary and never signed a written agreement because Legendary changed the terms of the deal. However, they say, Legendary had orally agreed to pay $ 1.3 million and three percent of first dollar cross receipts in addition to the development money.


Legendary has since hired a new writer, Frank Darabont, and sought other producers.


The producers are all based at Warner Bros., Legendary’s main partner – Lin at Lin Pictures and Lee and Davison for Vertigo Entertainment. Their suit against Legendary places most of the blame with president and chief creative officer Jon Jashni rather than CEO Thomas Tull.


However, they are still pointed in their claims, explaining that they “seek substantial punitive damages to make an example of Legendary so that it and no other studio will in the future treat their producers in this outrageous manner.”


Legendary had no comment on the suit.


(Pamela Chelin contributed to this report)


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Well: Holly the Cat's Incredible Journey

Nobody knows how it happened: an indoor housecat who got lost on a family excursion managing, after two months and about 200 miles, to return to her hometown.

Even scientists are baffled by how Holly, a 4-year-old tortoiseshell who in early November became separated from Jacob and Bonnie Richter at an R.V. rally in Daytona Beach, Fla., appeared on New Year’s Eve — staggering, weak and emaciated — in a backyard about a mile from the Richter’s house in West Palm Beach.

“Are you sure it’s the same cat?” wondered John Bradshaw, director of the University of Bristol’s Anthrozoology Institute. In other cases, he has suspected, “the cats are just strays, and the people have got kind of a mental justification for expecting it to be the same cat.”

But Holly not only had distinctive black-and-brown harlequin patterns on her fur, but also an implanted microchip to identify her.

“I really believe these stories, but they’re just hard to explain,” said Marc Bekoff, a behavioral ecologist at the University of Colorado. “Maybe being street-smart, maybe reading animal cues, maybe being able to read cars, maybe being a good hunter. I have no data for this.”

There is, in fact, little scientific dogma on cat navigation. Migratory animals like birds, turtles and insects have been studied more closely, and use magnetic fields, olfactory cues, or orientation by the sun.

Scientists say it is more common, although still rare, to hear of dogs returning home, perhaps suggesting, Dr. Bradshaw said, that they have inherited wolves’ ability to navigate using magnetic clues. But it’s also possible that dogs get taken on more family trips, and that lost dogs are more easily noticed or helped by people along the way.

Cats navigate well around familiar landscapes, memorizing locations by sight and smell, and easily figuring out shortcuts, Dr. Bradshaw said.

Strange, faraway locations would seem problematic, although he and Patrick Bateson, a behavioral biologist at Cambridge University, say that cats can sense smells across long distances. “Let’s say they associate the smell of pine with wind coming from the north, so they move in a southerly direction,” Dr. Bateson said.

Peter Borchelt, a New York animal behaviorist, wondered if Holly followed the Florida coast by sight or sound, tracking Interstate 95 and deciding to “keep that to the right and keep the ocean to the left.”

But, he said, “nobody’s going to do an experiment and take a bunch of cats in different directions and see which ones get home.”

The closest, said Roger Tabor, a British cat biologist, may have been a 1954 study in Germany which cats placed in a covered circular maze with exits every 15 degrees most often exited in the direction of their homes, but more reliably if their homes were less than five kilometers away.

New research by the National Geographic and University of Georgia’s Kitty Cams Project, using video footage from 55 pet cats wearing video cameras on their collars, suggests cat behavior is exceedingly complex.

For example, the Kitty Cams study found that four of the cats were two-timing their owners, visiting other homes for food and affection. Not every cat, it seems, shares Holly’s loyalty.

KittyCams also showed most of the cats engaging in risky behavior, including crossing roads and “eating and drinking substances away from home,” risks Holly undoubtedly experienced and seems lucky to have survived.

But there have been other cats who made unexpected comebacks.

“It’s actually happened to me,” said Jackson Galaxy, a cat behaviorist who hosts “My Cat From Hell” on Animal Planet. While living in Boulder, Colo., he moved across town, whereupon his indoor cat, Rabbi, fled and appeared 10 days later at the previous house, “walking five miles through an area he had never been before,” Mr. Galaxy said.

Professor Tabor cited longer-distance reports he considered credible: Murka, a tortoiseshell in Russia, traveling about 325 miles home to Moscow from her owner’s mother’s house in Voronezh in 1989; Ninja, who returned to Farmington, Utah, in 1997, a year after her family moved from there to Mill Creek, Wash.; and Howie, an indoor Persian cat in Australia who in 1978 ran away from relatives his vacationing family left him with and eventually traveled 1,000 miles to his family’s home.

Professor Tabor also said a Siamese in the English village of Black Notley repeatedly hopped a train, disembarked at White Notley, and walked several miles back to Black Notley.

Still, explaining such journeys is not black and white.

In the Florida case, one glimpse through the factual fog comes on the little cat’s feet. While Dr. Bradshaw speculated Holly might have gotten a lift, perhaps sneaking under the hood of a truck heading down I-95, her paws suggest she was not driven all the way, nor did Holly go lightly.

“Her pads on her feet were bleeding,” Ms. Richter said. “Her claws are worn weird. The front ones are really sharp, the back ones worn down to nothing.”

Scientists say that is consistent with a long walk, since back feet provide propulsion, while front claws engage in activities like tearing. The Richters also said Holly had gone from 13.5 to 7 pounds.

Holly hardly seemed an adventurous wanderer, though her background might have given her a genetic advantage. Her mother was a feral cat roaming the Richters’ mobile home park, and Holly was born inside somebody’s air-conditioner, Ms. Richter said. When, at about six weeks old, Holly padded into their carport and jumped into the lap of Mr. Richter’s mother, there were “scars on her belly from when the air conditioner was turned on,” Ms. Richter said.

Scientists say that such early experience was too brief to explain how Holly might have been comfortable in the wild — after all, she spent most of her life as an indoor cat, except for occasionally running outside to chase lizards. But it might imply innate personality traits like nimbleness or toughness.

“You’ve got these real variations in temperament,” Dr. Bekoff said. “Fish can by shy or bold; there seem to be shy and bold spiders. This cat, it could be she has the personality of a survivor.”

He said being an indoor cat would not extinguish survivalist behaviors, like hunting mice or being aware of the sun’s orientation.

The Richters — Bonnie, 63, a retired nurse, and Jacob, 70, a retired airline mechanics’ supervisor and accomplished bowler — began traveling with Holly only last year, and she easily tolerated a hotel, a cabin or the R.V.

But during the Good Sam R.V. Rally in Daytona, when they were camping near the speedway with 3,000 other motor homes, Holly bolted when Ms. Richter’s mother opened the door one night. Fireworks the next day may have further spooked her, and, after searching for days, alerting animal agencies and posting fliers, the Richters returned home catless.

Two weeks later, an animal rescue worker called the Richters to say a cat resembling Holly had been spotted eating behind the Daytona franchise of Hooters, where employees put out food for feral cats.

Then, on New Year’s Eve, Barb Mazzola, a 52-year-old university executive assistant, noticed a cat “barely standing” in her backyard in West Palm Beach, struggling even to meow. Over six days, Ms. Mazzola and her children cared for the cat, putting out food, including special milk for cats, and eventually the cat came inside.

They named her Cosette after the orphan in Les Misérables, and took her to a veterinarian, Dr. Sara Beg at Paws2Help. Dr. Beg said the cat was underweight and dehydrated, had “back claws and nail beds worn down, probably from all that walking on pavement,” but was “bright and alert” and had no parasites, heartworm or viruses. “She was hesitant and scared around people she didn’t know, so I don’t think she went up to people and got a lift,” Dr. Beg said. “I think she made the journey on her own.”

At Paws2Help, Ms. Mazzola said, “I almost didn’t want to ask, because I wanted to keep her, but I said, ‘Just check and make sure she doesn’t have a microchip.’” When told the cat did, “I just cried.”

The Richters cried, too upon seeing Holly, who instantly relaxed when placed on Mr. Richter’s shoulder. Re-entry is proceeding well, but the mystery persists.

“We haven’t the slightest idea how they do this,” Mr. Galaxy said. “Anybody who says they do is lying, and, if you find it, please God, tell me what it is.”

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Steel company forges ahead with new South Side plant









One evening during a Cubs game in 1988, A. Finkl & Sons Co. received a frantic phone call: The ballpark's lights were flickering. Could the steelmaker please turn off its furnaces to ward off a potential outage?


The anecdote illustrates one reason why Finkl is phasing out production at its century-old facility just west of the city's Lincoln Park neighborhood as it completes its move this year to 1355 E. 93rd St. on the South Side.


The new factory, equipped with the latest technology, improved production lines, better access to transportation and its own electric substation, will enable Finkl to boost its production fivefold to a half-million tons of steel a year.





"It's a huge step forward for Finkl," said John Guliana, the company's vice president of engineering and planning, explaining that workers will operate machines by pressing buttons on computer monitors. In contrast, the North Side plant, laid out over 22 acres separated by city streets, depended on manual labor, people working "with shovels and things like that," he said. Space was so tight that recycled metals and finished product sat out in the open.


So far, Finkl has spent more than $180 million on equipping buildings on the 53-acre South Side site that will house the melt, forge and machining shops, and offices as well as recycled metals and finished product. The new site is making steel and executives say it will handle 100 percent of production by the end of the year.


Finkl produces specialty steels made from recycled metals that are melted and forged into blocks. The blocks are sold to make molds, dies and large parts primarily used in the oil and gas industry.


At the old plant, those blocks sat out for up to two weeks before Finkl could load them onto rail cars, said Bruce Liimatainen, Finkl's chairman and chief executive. In that same amount of time, Finkl can now deliver steel to as far away as California, because the new plant's rail lines connect to the Norfolk Southern Railway yard just a few miles away.


"Literally, we can call them and within an hour they would be here," Liimatainen said. "It's the difference between competing overseas or not."


With its new capacity, Finkl is aiming to increase market share outside the U.S. and tap into the stainless steel market, sell bigger blocks of its specialty steels and offer roughly finished products.


Finkl's investments stand in contrast to what some other players are doing. Big steelmakers are battling declining prices and growing inventories of steel as China's economy cools and Europe continues to struggle with its own economic crisis. In December, ArcelorMittal, the world's biggest steelmaker by volume, took a $4.3 billion write-down of its European businesses. Europe's economic crisis, it said, led to lower demand for its steel, which is used to build bridges, car parts and pipes.


At the end of 2012, Finkl's sales were essentially flat from the year before, Liimatainen said.


Meanwhile, future development of the company's property on the North Side could lead to debate over the future of manufacturing there. Some residents want the site cleared for housing because it has river views. To do so, however, aldermen would have to end the area's designation as a "planned manufacturing district," which protected it from encroaching residential development a quarter-century ago.


"The site is a very important site to my ward and presents us with a historic opportunity, and we are looking at it very closely," said Ald. Michele Smith, 43rd. "Certainly, we would like jobs to come from there." Finkl's factory is in Smith's ward but will become part of the 2nd Ward in 2015.


Ald. Scott Waguespack, 32nd, said one idea is to try to attract green manufacturers, which might blend more easily with the neighborhood.


Some also have questioned Finkl's move from an upscale, predominantly white neighborhood to a predominantly black neighborhood dotted with boarded-up houses. Finkl has ringed the site with pine trees.


"What can we do now? Nothing," said Peggy Montes, president of the Bronzeville Children's Museum, located two blocks east of the new factory. She said the time to question Finkl's move has long passed. Going forward, Montes said, the conversation should be focused on how the company can help the community. "We don't have a YMCA; we are missing a lot of community-type services."


A 2008 Tribune investigation found that among Chicago factories, Finkl ranked worst for dangerous air pollution. At the time, its emissions of chromium, lead, manganese, nickel and zinc accounted for nearly a third of the city's total health risk from industrial pollution, according to the newspaper's analysis of U.S. Environmental Protection Agency data.


Liimatainen said equipment purchased for its new plant is the most energy-efficient on the market and therefore produces the lowest emissions. The investment, he said, makes the company more cost-competitive.


"The best way (to be environmentally conscious), is to use the lowest amount of energy," Liimatainen said.


For example, Finkl purchased a 70-ton electric arc furnace to make molten steel. The furnace's technology has reduced the time to make a batch of steel to about 40 minutes from roughly 4.5 hours.





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2 shot to death in separate attacks on South, Northwest sides

About 9:15 p.m., a man was shot to death inside a Popeye's Louisiana Kitchen, 5500 W. North Ave. (January 19, 2013)









Two young men were shot to death during another night of gun violence in Chicago Friday: One inside a well-lit restaurant along a thoroughfare that divides the West and Northwest Sides, the other in a dark gangway on a South Side block populated by vacant brick buildings.


The Popeye's Louisiana Kitchen at 5500 W. North Ave. where Marshall Fields-Hall died is fortified: a chain link fence with barbed and razor wire encircles part of the roof near cooling units and thick glass separates the dining area from the cash registers. Food and money exchange hands through small openings at the counter.


Fields-Hall's killer was on foot when he fired four shots into the restaurant from the outside about 9:15 p.m., police said, close enough to the glass window that detectives had to step over shell casings and red tape when they opened the door to get inside. The holes in the glass, spiderwebbed by the impact, were all within a couple inches of each other, and there were bits of glass on a small ledge inside.





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Reggie Stiff was working in the back of the restaurant preparing an order when the shooting began. The pops didn't sound like gunfire, he said, but more like "a hammer hitting a table real hard."


He came out from the back and the workers up front were "just looking dazed," he said.


Fields-Hall, 21, who lived nearby on the 1500 block of North Luna Avenue, was unresponsive on the scene when police found him but was taken to John H. Stroger, Jr. Hospital of Cook County, police said. He was pronounced dead there at 9:55 p.m.


Across the street, separated by three police cars and crime scene tape stretched by strong wind, Fannie White stood with her two great grandchildren, who were playing on a small concrete stoop in front of a boarded-up sandwich shop, running in circles around a brick pillar on the corner of a patio.


"I adopted him as my grandson," Fannie White said. "It's really hard."


White said she wasn't sure how she was going to explain the death to the children, who knew Fields-Hall.


Trese Butler stood next to White and the children, trying to understand what happened after someone had called her to say her friend was shot and that people were talking about it on Facebook.


"He just made 21. We're all trying to piece this together," said Butler, who walked to the scene from her home about a block away. "To me, he's still a baby."


After a couple minutes, the four left together, westbound on North Avenue. The four-lane road with parking on both sides is dotted with liquor stores, sandwich shops and blue-light police department cameras.


"This is the first Friday ever ain't nobody outside," Butler said before she left, adding that the block was usually bustling. "It's very rare. Very rare."


Across town, about the same time Fields-Hall was being taken to the hospital, police found 19-year-old Jovantay Alexander lying dead on his back between two brick buildings in the Back of the Yards neighborhood with a gunshot wound to the head.


Police had responded to a shots fired call and found Alexander where he had been shot. Police said nobody in the neighborhood, along the 5400 block of South Laflin Street, knew the man, who authorities said lived in the 1800 block of East 72nd Street in the South Shore neighborhood. It doesn't appear that he affiliated with a gang.


A handful of detectives stood over Alexander with large flashlights, examining the rest of his body for wounds and other evidence. A single officer blocked northbound traffic on the one-way street, north of an alley that runs parallel to Garfield Boulevard.


Fields-Hall was the 28th person killed in Chicago this year. Alexander was the 29th. They were among at least eleven people shot Friday afternoon into Saturday morning across the city.


In the other shootings:


• A 35-year-old man told police he "heard shots and felt pain" when someone shot him just before 4 a.m. Saturday morning in the 1600 block of North Sawyer Avenue, police said. The man, who police said was a gang member, was taken from the Logan Square crime scene to Stroger hospital in stable condition with a gunshot wound to the arm, police said.


The victim had been paroled in 2011 after having served about 18 years in prison on first degree murder charges filed in 1993, when he was 16, according to state records. Police said he is a gang member who was shot at by the passenger in a white vehicle that approached him from the south as he tried to get into his car.





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Social media dispute resolution stumps some companies






(Reuters) – If HBO cuts out on you in the middle of the latest “Girls” episode, and you have Charter Communications Inc as your cable provider, don’t try tweeting your dismay to their customer service department. Nobody will hear your lament.


Charter, the fourth largest cable provider in the U.S. with 5.2 million customers across 25 states, closed up its social-media based customer service team in December. “Umatter2Charter,” as it was known, had been taking customer complaints over Twitter and Facebook and trying to resolve them, but the company says it is now done with working out customer service issues in social media forums.






The move, which might seem to conflict with the growth of social media, highlights the difficulty some businesses are having with free-flowing, round-the-clock social media, its public nature and the expectation of immediate responses.


With Facebook users numbering about a billion and Twitter drawing 200 million, it might be hard to believe that any retail enterprise would drop out of the fray, but Charter isn’t the only major company to announce such a move. Also in December, the largest single grocery store in New England – the Wegmans in Northborough, Massachusetts – shuttered its Facebook page despite having some 8,000 fans.


“It’s a tough sport,” says J.D. Peterson, vice president of product marketing for San Francisco-based Zendesk, which helps companies manage customer service. “The real-time nature of it – at times the volume that can come from it – it’s very new and different for businesses.”


While Peterson’s company recommends going where the customers are – and a big chunk are clearly on social media – Peterson says not all businesses share the same philosophy or have the ability to engage those consumers in these open forums. But any company that has a significant online presence doesn’t really have a choice, he says, working with consumers through social media is expected of them.


Advocates for the use social media say the challenge actually presents an opportunity for businesses – showing they are responsive to complaints and care about their customers can bring in revenue.


“I have seen this time and time again, and the end result is that the interaction often turns an irate customer into an advocate for the brand. And that is worth it’s weight in gold,” says Mike Rowan, chief marketing office for Atlanta-based Swarm, which manages social media for companies.


That’s certainly the way retailer Lands’ End, a division of Sears Holdings Corp, sees it.


“When we started using social media tools like Facebook and Twitter in early 2009, it gave us a new opportunity to do what we’ve done for 50 years, which is connect with our customers,” says Michele Casper, Lands’ End’s senior director of public relations. “Whether it is through social media, our call centers or online, we offer the same level of customer service through each channel.”


DIVERTING COURSE


Charter says it is not walking away completely from social media – just the idea of providing customer service via Twitter. The company says it has ample other avenues for consumers to get help – including telephone, customer service counters and live chat on its web page.


“We communicate with thousands of customers each day on the phone and in person, and that’s where we’ll focus our efforts,” says Charter spokeswoman Anita Lamont. “While social media is a method some consumers choose to seek help, Charter offers phone and web-based contact solutions where all customers can access resources to provide assistance.”


The abandonment of the Facebook page at the Massachusetts Wegmans store, which caused a great fuss among the store’s “fans,” was, in large part, due to the inability to respond quickly enough to consumers. Store personnel couldn’t break off enough time from their other roles to constantly monitor the page, Wegmans spokeswoman Jo Natale says, allowing comments to sit unanswered – a no-no in the world of social media.


“Our top priority has always been, and will continue to be, providing incredible service to customers who shop in our stores,” she says. “And it isn’t as though there aren’t other avenues for folks to connect with us if they have a question or concern.”


As much as customers expressed surprise and dissatisfaction at the decision, Natale says, it came down to a decision that if the store couldn’t serve the Facebook page at a level it felt was expected that it shouldn’t do it at all.


“They quickly discovered, once the store opened and got very, very busy, that it wasn’t so easy to stay on top of comments or to find the time to post,” Natale says. “In a retail operation like ours, there isn’t anyone sitting at a PC or checking a mobile device throughout the day. It’s a fast-paced business that requires our people to be on the floor serving customers.”


(The author is a Reuters contributor. The opinions expressed are his own)


(Follow us @ReutersMoney or at http://www.reuters.com/finance/personal-finance; Editing by Beth Pinsker and Tim Dobbyn)


Social Media News Headlines – Yahoo! News





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Schwarzenegger takes a






LOS ANGELES (Reuters) – Arnold Schwarzenegger, taking inspiration from his idol, Clint Eastwood, returns to the big screen on Friday in the action film “The Last Stand,” his first starring role since he took a seven-year break from moviemaking to serve as California governor.


In a departure from his typical superhuman roles, Schwarzenegger plays a retired Los Angeles policeman forced to protect a tiny border town from a notorious drug kingpin. The 65-year-old former bodybuilder looks every bit his age and admits in the film feeling “old” as he takes a ribbing from some of his significantly younger deputies.






As he embarks on a movie comeback in which he will star in three films over the next 12 months, Schwarzenegger is embracing his age rather than trying to relive his glory days as an action star.


He is taking his cue from the 82-year-old Eastwood – the gun-toting former macho “Dirty Harry” star who eased into more senior roles, winning plaudits for movies like last year’s “The Trouble with the Curve,” and “Million Dollar Baby” in 2004, for which he was nominated for a best-actor Oscar and won for best director.


Schwarzenegger said he was inspired by Eastwood in the 1993 film “In the Line of Fire,” where Eastwood’s character, a Secret Service agent, is short of breath after running alongside the president’s limousine.


“I thought that was so cool,” Schwarzenegger told Reuters TV recently. “I remember how smart it was to acknowledge that because it took the curse off. No one was trying to say, ‘Isn’t he too old for this job?’ That’s what I tried to do in this film since (Eastwood) is a big idol of mine and I always like to learn from him.”


Schwarzenegger said he felt great physically, but that reality had set in. “I’m not a 30-year-old action hero anymore,” he said. “I’m now 65 years old, but I’m still doing action movies. I acknowledge that it’s a different ballgame now. I’m an older guy.”


In “Last Stand,” Schwarzenegger said he agreed to play the part of Sheriff Ray Owens because “it was kind of a traditional Schwarzenegger action movie” with “big blow-ups, a great story, good drama, fight scenes and action from the beginning to the end.”


Schwarzenegger began his transformation to an aging action star in the 2010 film “The Expendables” and its 2012 sequel where he played an aging movie star in an ensemble cast that included Sylvester Stallone and other older stars.


“I was very pleasantly surprised by the positive reaction,” said Schwarzenegger, who was Republican governor of California from 2003 to 2011.


‘I-DARE-YOU ATTITUDE’


Critics have mostly embraced Schwarzenegger’s return with “Last Stand,” despite the film’s modest budget. Film critic Marshall Fine called it “shamelessly entertaining,” while The Hollywood Reporter’s Todd McCarthy wrote that Schwarzenegger “still conveys the old self-confident, humorous I-dare-you attitude towards his adversaries.”


An older, wiser Schwarzenegger chose to play vintage roles in his other upcoming films as well. In September, he teams up again with Stallone in “The Tomb,” where they play aging inmates who plot a prison escape. Next January, Schwarzenegger will star in “Ten,” playing what the film’s director, David Ayer, called “a broken old drug warrior.”


In an interview with Reuters, Ayer said his No. 1 goal in working with Schwarzenegger was “transformation.” The director said he studied every frame of Schwarzenegger’s films, noting that most of the actor’s filmography had “a very specific tone, almost jocular in a sense, where it is not necessarily a psychologically realistic portrayal of a man or a character.”


“You look at all these performances, and the question is, have these characters been treated as something he can transform himself?” Ayer said. “I probably asked him to do things he wasn’t asked before. I knew I could take him someplace new. Some of these scenes required real, heavy lifting.”


In the end, Ayer believes moviegoers will be “blindsided” by what they see of Schwarzenegger on screen.


Yet even as Schwarzenegger attempts to widen his range as an actor, he is not leaving behind the genre films that made him famous.


That means going back to some of his popular franchises of the past, including a new “Conan the Barbarian” film that is expected to go into production later this year and a sequel to the 1988 action comedy “Twins” to be called “Triplets.”


“It’s important I pick projects that the fans, that the audiences like to see,” he said.


He already has another big fan in his friend Stallone, who talked him into acting in the two “Expendables” films.


“What is the definition of a star? Someone who people will wait three hours in the rain to see,” Stallone said. “And people still have their umbrellas out for him.”


(Editing by Peter Cooney)


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Business Briefing | Medicine: F.D.A. Clears Botox to Help Bladder Control



Botox, the wrinkle treatment made by Allergan, has been approved to treat adults with overactive bladders who cannot tolerate or were not helped by other drugs, the Food and Drug Administration said on Friday. Botox injected into the bladder muscle causes the bladder to relax, increasing its storage capacity. “Clinical studies have demonstrated Botox’s ability to significantly reduce the frequency of urinary incontinence,” Dr. Hylton V. Joffe, director of the F.D.A.’s reproductive and urologic products division, said in a statement. “Today’s approval provides an important additional treatment option for patients with overactive bladder, a condition that affects an estimated 33 million men and women in the United States.”


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Chicago seeks investors for potential Midway Airport deal









Mayor Rahm Emanuel's administration on Friday began testing the investment market's appetite for a potential deal to privatize Midway Airport, launching the process for finding prospective bidders.


The city posted a "request for qualifications," seeking expressions of interest and documentation of credentials from teams interested in financing, operating, maintaining and improving the Southwest Side airport, which is the nation's 26th busiest, with about 9 million passengers passing through annually.


The document reiterates a framework, laid out by Emanuel earlier, aimed at providing city taxpayers with a better deal than the widely criticized 75-year agreement to privatize parking meter operations, carried out during former Mayor Richard Daley's administration. Proceeds from the earlier deal were used to plug operating deficits, and meter rates rose sharply.





This time, proposed leases must be less than 40 years, which locks in the city for a shorter period.


Rather than awarding the city only an upfront payment, the private operator also must share revenue with the city on an ongoing basis. Initial proceeds would be used to pay down debt issued since 1996 to rebuild the airport, the mayor's office said. There is about $1.4 billion in outstanding debt.


Longer term, cash flow would be directed to city infrastructure needs. The mayor has pledged proceeds would not be used to pay for city operations.


The city also is seeking assurances that prices for parking, food and beverages will be kept reasonable.


This is the second time Chicago has looked at privatizing Midway. A 99-year lease that would have brought in $2.5 billion died in 2009 when the financial markets froze up.


Prospective bidders will be asked to prove their ability to raise the needed financing, said Tom Alexander, a spokesman for the mayor.


As in the first go-round, the city is using Credit Suisse Securities LLC as its lead financial adviser.


"The city's process and approach will be thorough and open," Lois Scott, the city's chief financial officer, said in a written statement.


Southwest Airlines, the airport's dominant carrier, supports the move.


Some observers have said a structure with a shorter lease and greater control for the city could translate into lower bids.


But Alexander said the city was confident investors "would gladly meet our terms and still make very attractive offers." The city has declined to estimate how much such a deal could garner.


The request for proposal states "there is significant potential to increase commercial revenue both in terms of variety of activities and increases in sales per passenger."


The city posted the request for qualifications shortly after the Federal Aviation Administration accepted its preliminary application to privatize the airport, clearing the way for the city to move forward in its evaluation process.


Prospective bidders were asked to formally express their interest by Feb. 22. If the city moves forward and seeks proposals, a privatization plan could be submitted to the City Council this summer.


kbergen@tribune.com


Twitter @kathy_bergen





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