The Boston Globe from Boston, Massachusetts • 118

H4 THE BOSTON SUNDAY GLOBE JANUARY 17, 1999 Workplace and Family WORKINGHOME Alice Bredin Disability debate at high court WORKING IT OUT Diane E. Lewis Looking for Net buyers? Try these VER SINCE THE AMERICANS WITH Disabilities Act went into effect more than eight years ago, lawyers and workplace specialists I have debated the meaning of the word 'if A SOMEONE WHO DID A LOT of on-line shopping this year, I can attest that the quality of e-commerce sites varies greatly. L- Some sites left me feeling like a V. the Internet was more trouble than it was worth; others made me question why anyone would shop off line. One thing became obvious to me early in the shopping season: A business' size does not determine the quality of its e- commerce site.

I had great shopping experiences at sites run by small businesses and great frustration trying to buy from some of the nation's biggest retailers. This is good news for those of us who -run home-based businesses and is one more example of the equalizing nature of the Internet. As I made on-line purchases, I created a mental list of commerce site characteristics that encouraged me to buy. If you are thinking about enabling customers of your home-based GLOBE RLE PHOTO John Winske, owner of Access First Travel of Maiden, uses a disabled-accessible pay phone at State Transportation Building. the Keep buyii At issue: Whether workers with high blood pressure, nearsightedness, and other correctable conditions are disabled and deserve the same legal protections under the law as blind or wheelchair-bound employees with disabilities-they cannot change.

When Congress passed the act in 1990, it noted that employers were barred from discriminating against "qualified individuals with a disability." Trouble is, some US courts aren't sure what "qualified" really means. But two nearsighted pilots, a mechanic with high blood pressure, and a truck driver who is almost blind in one eye could put an end-to the debate. Earlier this month, the US Supreme Court said it would consider their lower court cases a move that could determine whether millions of Americans with correctable disabilities are protected under the law. Currently, the law protects 43 million Americans with physical and mental disabilities. Not surprising, employers and disabled employees are watching the cases closely and becoming caught up in the debate, with reason: Not only would a ruling in favor of the plaintiffs expand the number of people offered protection, it could also increase the number of bias complaints and lawsuits filed against employers.

"Think of how many Americans wear contact lenses, or eye glasses, or have high blood pressure," Christopher Bell, a partner in the national employment law firm Jackson, Lewis, Schnitzler Krupman, said. "Virtually half of America would qualify as disabled under the ADA if courts insist that correctable conditions like nearsightedness and high blood pressure deserve protection, and that was never the intent of Congress when it enacted the law." But one former Massachusetts advocate for the disabled believes expanding the number of people guaranteed protection would strengthen the law and provide even more clout to a long-ignored group. "If it expands the coverage, all the more power," said John Winske, 36, owner of Access First Travel of Maiden, a travel agency and meeting planning firm that serves people with disabilities. "I welcome whatever anyone can do to empower the ADA and people with disabilities." In one of the three cases now scheduled for review by the Supreme Court, a federal Appeals Court in Denver agreed with United Airlines' decision not to hire twin sisters Karen Sutton and Kimberly Hinton as pilots. The sisters, who currently fly for commuter airlines, argued that their eyesight is corrected to 20-20 by glasses, and they say each has federally certified medical certificates.

But the lower court ruled against them, saying they are not considered disabled because their poor sight can be corrected. A separate suit involving United Parcel Service was brought by mechanic Vaughn Murphy after he was fired mg business to buy on line, use the following checklist of successful e-commerce characteristics to hone your site: Create a real-world metaphor. Items such as checkout counters, transaction receipts, and return policies process simple. Don't make buyers jump through hoops to make a purchase. Cases seek to expand number of workers protected by bias law because of high blood pressure.

Although Murphy had passed a medical exam and had received permission to drive, he said he was fired after a nurse at UPS learned he had high blood pressure. The third lawsuit was brought by a trucker who was fired by an Oregon firm because of poor vision in one eye. Those cases are hardly the first that could clarify the scope of the disabilities act. Last month, the court said it would decide this year whether some mentally disabled people should be given a chance to live in group homes or other community-based programs, rather than institutions. Lower courts had already ruled that the state of Georgia had to provide group homes, a requirement 22 other states say would deplete their treasuries.

Last summer, the US Supreme Court ruled a Maine woman who had contracted the virus that causes AIDS is protected from bias under the act. In that case, a Bangor, Maine, dentist had refused to fill a cavity in the woman's mouth after learning she was HIV positive. Still, experts say the cases involving the mechanic, the twin pilots, and the trucker are likely to have widespread impact on employees and US firms, which currently spend an estimated $1 billion to $2 billion on workplace accommo-; dations. "I really believe that requiring airline pilots to have 20- 20 corrected vision is not unreasonable, given the severity of the potential harm to passengers," said Don Baldini, vice president for legislative policy at Associated Industries of Massachusetts, which represents 4,500 companies throughout the state. rf "I also feel that any time you push the boundaries of the ADA to cover more rather than fewer people you in- i crease the potential for litigation and more claims and from an employer's persective, is troublesome," Baldini added.

I Add this to hoaxes, practical jokes, erotica, and office i gossip entering US workplaces via cyberspace. Officials at State Street Global Advisors weren't laughing last month when an e-mail hoax written under a senior executive's name accidentally reached 500 people at the firm. Not surprisingly, the employee who used the Internet to transmit the missive, which falsely announced that a SSGA executive was planning to pursue a career as a "transvestite cocktail waitress," was dismissed. Promptly. As more and more workplaces go on line, such hoaxes' are becoming commonplace.

In New York, for example, two top employees at Salomon Smith Barney Inc. lost their jobs last year after sending pornographic material to other workers via company e-mail. Questions, comments, workplace ideas? Contact Diane Leimsatimrkglobe.com Tips on finding a good work-related book CAREER Calendar LIVING WITH WORK Juliet F. Brudney The 1999 Secret Guide to Computers offers a wealth of easy-to-grasp information. ELECTING A good book about work issues of interest to you isn't easy.

Major media rarely review them. of easy-to-grasp, often amusing, never gobbledygook information and guidance on many issues and includes more than 1,000 improvements on the 24th edition, according to author-publisher Russ Walter. Among the add-ons are Windows 98 to the Windows 95 chapter; doubling the size of the Microsoft Word chapter to include all three popular versions; a chapter on WordPerfect 8 for Windows. First-rate organization makes the book's wealth of facts and advice genuinely user-friendly. The table of contents shows clearly what's where.

Topics are addressed in one of nine sections, each section has up to nine chapters, each chapter has up to 10 subdivisions. How-to-use and what-to-do instructions are everywhere. The sections are Buyer's guide, Operating systems, Word are familiar symbols to buyers. Building your purchase process around them will make shoppers feel at home. As consumers become more comfortable shopping on line, the need to imitate physical stores may fade.

In the near term, however, these cues may help you build sales. Offer savings. Almost all Internet commerce studies have revealed that many virtual "window shoppers" would be encouraged to become on-line customers if. presented with a chance to save money. Whenever possible, price your products lower than those found at a physical location.

Also, keep shipping costs reasonable. Simplify. A friend of mine made an on-line purchase over the holidays. She believed she had placed the order correctly and was surprised to discover it was scheduled to ship to her billing address rather than to the address she requested. A little research showed that she had missed a selection that activated the shipping address feature.

Fixing the mistake caused a headache. The lesson? Keep the buying process simple. Don't make buyers jump through hoops to make a purchase. Evaluate each step of the order process and get rid of the superfluous ones. Reassure.

Many consumers are still wary of transmitting confidential information through the Internet. The more comfortable you can make them with this process, the more on-line sales you will make. Prominently display the security precautions you've built into your site, as well as any security guarantees you offer. Be responsive. A consumer who feels comfortable buying from known brands -such as Amazon.com and Dell Computers may avoid unfamiliar shops.

You can encourage nervous customers to do business with you by responding immediately to inquiries and concerns. Responsiveness helps establish professionalism. Set up your site so buyers receive an order confirmation by e-mail as soon as they make a purchase. Avoid delays in processing orders and keep consumers up to date on purchase status. Streamline ordering for repeat customers.

You can set up your site to automatically retrieve repeat customers' shipping and payment information. This feature creates an "express checkout" for your best clients. The ease of placing orders on your site may encourage users to continue doing business with you, rather than trying out a competitor's site. Treat customer information with respect The knowledge you have about customer needs and buying patterns can help you serve clients better. You can use these details to tailor product offers and discounts to each buyer's needs.

Be careful not to manipulate this information, however, because doing so may cost you customers. Internet shoppers are a sawy group with genuine privacy concerns. Quotes from experts on back covers are solicited by authors and publishers to promote sales. And titles are designed to sell rather than tell about the book. Updated editions of books and changes in other publications that won kudos are good bets.

At the very least, they survived the test of time. The 1999 Secret Guide to Computers is in its 25th edition. Earlier versions of this hardy perennial received high praise from media and other moguls. The new 639-page edition offers a wealth Publisher of the magazine and its predecessor is Access: Networking in the Public Interest, a nonprofit launched in the 1980s in Cambridge and now based in Washington, D.C. The magazine expects to list more openings in the same geographic divisions: Northeast, NYC, Washington, South, Midwest, and International.

Listings in its first two editions, December 1998 and January 1-14, 1999, suggest that openings may involve a wider range of fields, salaries, and employers. Northeast opportunities included summer program director for a youth-serving environmen- tal facility, executive director for a health-related agency, a research and evaluation analyst, health and safety senior program officer for a women's program, and community organizers for the major national group. Single copies of Access: The National Non-Profit Employment Clearinghouse cost $5. Institutions pay $109 for a one-year subscription, 21 issues; individuals, $59 for 10 issues. (Access: Networking In The Public Interest, 1001 Connecticut Ave.

NW, Suite 838, Washington, D.C. 20036; Ryan Dryden, 202-785-4233). Wednesday is the application deadline for Radcliffe Seminars Graduate Program in Management, an excellent part-time opportunity for midcareer professionals, many previous participants say. Semesterlong evening graduate courses start Feb. 1 and may be taken for a graduate certificate or individually.

Most cost $910. Courses include The Global Business Environment, Managing an Effective Nonprofit, Negotiation and Conflict Resolution, Essential Math, -Practical Finance. (617-495-8600, Phyllis Strimling). Federal Wage Hour Family, Medical Leave Laws, a.m. Tuesday, Framingham; Metrowest Human Resources Management Association (508-655-0808; nonmembers $25).

How to Exit from your Business, 6-9 p.m. Tuesday, Worcester; WPI Venture Forum (508-831- 5075; nonmembers $10). Communications in a Learning Organization, 6:30 p.m. Tuesday, Cambridge; International Association of Business Communicators (617-760-7747, P. McGuire; nonmembers $25).

Present with Impact to Prospects Clients, 8-11 a.m. Wednesday, Newton; N.E. Women Business Owners (617-566-3013; nonmembers $49). Usability Testing Documentation: Tips, Tricks, p.m. Wednesday, Natick; Society of Documentation Professionals (978-532-6400; nonmembers $15).

Matching your Business Needs with a Banker, a.m. Thursday, Hanover; South Shore Women's Business Network (781-749-8883; non-members $35). Multiculturalism Diversity in Career Counselors, p.m. Thursday, Weston; Association of Career Management Professionals (781-246-4298; non-members $20). Trade Technical Training and Employment for Women, 6-8 p.m.

Thursday, Jamaica Plain; Women in the Building Trades (617-524-3010; free). Health Practices for Musicians, 6-8 p.m. Thursday, Boston; N.E. Conservatory of Music (617-585 Simple Interest by Anthony Schultz processing, Communication (includes Internet), Spreadsheets, Databases, Tricky applications, Programming, and Endnotes (603-666-6644; $15 free shipping). A valuable extra, Russ's Hotline, provides free and brief responses to technical questions, 24 hours a day.

Walter says he's almost always on hand. "I like to be a nice guy," he explains. "It keeps me in touch with my readers who suggest how to improve the guide further; happy callers tell their friends about me so I don't have to spend my money on advertising." Walter and staff, also conduct a weekend "Blitz," a course using the Guide as its text. It begins on a Saturday, 9 a.m.-9 p.m. continues Sunday 9 a.m.-5 p.m.

For a list of upcoming dates and locations, write to Ser cret Guide to Computers, 196 Tiffany Lane, Manchester, N.H., 03104-4782. Another good bet for readers interested in nonprofit work is Access: The National Non-Profit Employment Clearinghouse, a magazine replacement for Community Jobs, a tabloid-style newspaper listing nonprofit jobs, internships, and volunteering opportunities throughout the nation. The new publication comes out twice a month, 21 issues a year. That's more frequent than its predecessoro new listings are more likely to.still be available if readers call promptly, Syndicated columnist and author Alice Bredin can be readied by e-mail at This is thfc new 3-point policy on employee motivation. Any questions?.