Ebook Cutlip and Centers: Effective public relations (11th edition) offers students the gold standard in public relations, providing the most uptodate reference in the market. This edition features several new chapters, examples, and information on how social media and globalization are shaping PR. Đề tài Hoàn thiện công tác quản trị nhân sự tại Công ty TNHH Mộc Khải Tuyên được nghiên cứu nhằm giúp công ty TNHH Mộc Khải Tuyên làm rõ được thực trạng công tác quản trị nhân sự trong công ty như thế nào từ đó đề ra các giải pháp giúp công ty hoàn thiện công tác quản trị nhân sự tốt hơn trong thời gian tới.
5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q Cutlip and Center’s Effective Public Relations 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk Eleventh Edition n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q Cutlip and Center’s Effective Public Relations 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk Eleventh Edition n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy Glen M Broom, Ph.D m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 Professor Emeritus wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ow in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d San Diego State University 9c Associate Professor ts db Bey-Ling Sha, Ph.D., APR School of Journalism and Media Studies ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m Editorial Director: Sally Yagan qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 Acquisitions Editor: Erin Gardner an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b Senior Editorial Project Manager: Kierra Bloom w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db Editorial Assistant: Anastasia Greene zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv Director of Marketing: Maggie Moylan ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 Executive Marketing Manager: Anne Fahlgren wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db Production Project Manager: Clara Bartunek ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by Creative Art Director: Jayne Conte hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q r1 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 Cover Printer: Lehigh / Phoenix - Hagerstown w8 Printer/Binder: Edwards Brothers ws qư n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 Text Font: 10/12 Minion Pro wd Cover Designer: Suzanne Behnke Cover Art: Official Whitehouse photo by Pete Souza; Courtesy David Friend Productions, Inc San Diego; California Sheri Horiszny, Santa Barbara Zoo Full-Service Project Management: Integra Software Services, Pvt Ltd q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within text is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk Microsoft® and Windows® are registered trademarks of the Microsoft Corporation in the U.S.A and other countries Screen shots and icons reprinted with permission from the Microsoft Corporation This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq Copyright © 2013, 2009, 2006, 2000, 1994 by Pearson Education, Inc., o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e publishing as Pearson Prentice Hall All rights reserved Manufactured in the United States of America This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458, or you may fax your request to 201-236-3290 su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to Many of the designations by manufacturers and sellers to distinguish their products are claimed as trademarks Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed in initial caps or all caps yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 Library of Congress Cataloging-in-Publication Data tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 2j x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư b4 25 ep rb w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju hs 4e 28 sư r2 p3 ga gu ec 6g Includes bibliographical references and index wj 26 dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ISBN-13: 978-0-13-266915-3 (alk paper) q8 hk ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg ISBN-10: 0-13-266915-3 (alk paper) wp p. cm 1r m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq 2012008760 pc 659.2—dc23 z7 HM1221.C88 2013 u5 Broom, Glen M Cutlip and Center’s effective public relations / Glen M Broom, Bey-Ling Sha.—11th ed 1. Public relations. I. Sha, Bey-Ling. II. Title. III. Title: Effective public relations sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 10 9 8 7 6 5 4 3 2 1 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap ISBN 10: 0-13-266915-3 n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 ISBN 13: 978-0-13-266915-3 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an To our students in our classrooms and former studentsin the practice and academe, whose feedback andcontributions have helped shape the eleventh edition 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k j4 rm yx z6 5x Brief Contents 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa Preface xv x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os hm ưf s2 98 0v n4 02 pr rs i8i r qn Part I Concept, Practitioners, Context, and Origins 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u Chapter Introduction to Contemporary Public Relations ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 Chapter Practitioners of Public Relations 24 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 Chapter Organizational Settings 45 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 yz ư7 2u xc oy 0q d ki8 Chapter Historical Origins and Evolution 74 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 Part II Foundations 105 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d Chapter Professionalism and Ethics 106 j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c Chapter Legal Considerations 127 tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 Chapter Theoretical Underpinnings: Adjustment and Adaptation 148 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc Chapter Communication Theories and Contexts 167 wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy Chapter Internal Relations and Employee Communication 188 n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep Chapter 10 External Media and Media Relations 209 ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y Part III Management Process 237 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl Chapter 11 Step One: Defining Public Relations Problems 238 ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg Chapter 12 Step Two: Planning and Programming 263 qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq Chapter 13 Step Three: Taking Action and Communicating 287 sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m 5x m 3m lb wo kb bư 7ư 3b yp fm nm 28 oa cid zv 9i 3x zw a7 s8 gf z7 o1 n6 ưf pb h0 n9 h sjy vz ig fu vk ox 6o w3 4y uz o5 yư ưq ưn m x2 z k9 ok gx wu si xu k7 99 d7 hv 47 8t qz 9h 6jk q l1l xo z 9ư ho cr stf bd 10 et 4c an hd kf 8y 6w bg fr 16 il 0z 5b zl 3f 0y Chapter 14 Step Four: Evaluating the Program 312 0e rm 9u 16 5e rc 7m ư4 bz rb 9g kw p 60 m qp d1 jw q8 2n r7 jh ak 9x 15 00 u8 df ox l4n o 4k Part IV The Practice 337 j4 rm yx z6 5x 7r pe 4jj 18 4m g5 z7 nd u2 an 62 5k w4 an zq ou cy sf 14 nz o4 ly f 37 icg Chapter 15 Business and Industry 338 48 p7 34 lư 5b 2y cr y8 rv 4q 3d oa x1 hq b fj ti6 k 1x m 7b w4 gt rn tz vs ap n9 42 em k1 tz 9ư os Chapter 16 Government and Politics 349 hm ưf s2 98 0v n4 02 pr rs i8i r qn 6t 24 db zfk n de i ư2 m ưm qw f ư0 fc1 7p n0 us r rx civ zh Chapter 17 Military Public Affairs 368 09 dg rx 6f 82 d6 r5 ve 3e su 64 1u ia nl xv ưy yy m i4a tu t0 jau m ej k4 e1 cq bs oq 0l ư2 iu jr Chapter 18 Nonprofits and Nongovernmental Organizations 376 8z ư5 9z o7 yn 2p se 1w cq 73 hz 49 sz e9 ki q0 wj z7 4o o3 6d t4 v yz m n1 ki zs pm lc2 m 6x nk Chapter 19 Health Care 391 yv 0n ex 0x jq sư t ls6 isư pi y6 i1 y3 ts db ow 9c in 0t j2 5y 4h e2 d8 t ym ol0 v2 to yj b4 ox pn klư vf3 Chapter 20 Education 402 yz ư7 2u xc oy 0q d ki8 qi hs n2 by hi p4 ưh qa 91 z 9y e fcg 0jm 02 tn z8 yi 1w Chapter 21 Associations and Unions 411 d9 oe re rv c4 ss ưj wd a4 e rb il tsư w3 z7 u5 2j pc x7 zr jkl tz 65 pm pl 0w 4o un ua 9k d1 3d yy 9d db oc yn g5 hn p9 8d by 2d j1 zv 8b 7d ư0 ul 7j bn w 0i7 lq cr 14 67 vk a2 62 85 gm 83 q 4r fm 9j3 cp 1w pd 31 yo z6 et 3c tvy m ft hl 1o pu dw dn rq ư5 ưm ru 68 bb bt 79 xt 7t h tlư wp 1r b4 25 ep rb q8 hk w m hi 2w r pd m t5 h i6q ws qư r1 w8 ưp in lm bd 1ư ba tv k8 9c n0 hz ye 6j ju wj 26 hs 4e 28 sư r2 p3 ga gu ec 6g dz k2 fv qy 4w 88 2m k7 qk 1q 8a ce fcc wo tn nz d7 n rjd zx qb u l80 gư t5 hr 7e 7ư 66 ưy nb 0e 7t 2c 55 ox 49 m gp q us 90 we dc in oy n jz0 oj 75 q9 su eư 6e ga bj ew nư q0 4u m ajg m r7 sư wo ưl ng bm m bv 90 hd fk q t vi1 lep ưy z qs it1 l1 8g bp pe bb 1f n l0i rt1 x q8 l5 j5 k 6h af m is yp 0n e7 f3 u8 st ay sv no ưy 6y 8p gt l3 ye oi a5 0r 8f g jyf 3q rp rz qc l2 wx 0jy 1e nư i0 x8 39 z3 81 kv 8v q9 7g iq n0 w9 4o hl ew 9o tx e0 c5 16 ijo cg 56 8w u2 eg c9 10 xr 8g jo 2jư m l6g cb uw sg q8 91 4f ioy t3 cg qr 8y m p tk n2 on br tk f0 cn pi gc 69 01 0k ez q5 39 xl c1 gf od 4d k 12 tyz uj 69 tu kg jx h7 yư vq sr xq 8c j f4 iz2 e4 rq o1 jư ad 42 p lyx qr f7 bo 4u zư rg sz 7r h3 lj no gf 5o bc 2a 3i u0 r7 u4 65 b7 cr 3f pv ia vb uu ih d alc 4a 2v yi 7d rr ưr u 8ls u 3ls nx c0 qg 1v 80 7o a0 fk 2v 8v r9 e5 5a 7q ea stu q m ko 84 3y 4y 45 e5 eg 45 eư aq oa ed 2v wr ys 97 dq 76 b v hc pj m