Table Of Content

ANNUAL INDEX OF ARTICLES 1999 ARTICLE TITLE AUTHOR MONTH PAGE AGENTS’ LEGAL ISSUES How “Kog” messed up selling his agency Randall Kleinman, JD, CPCU, CLU January Internet liability and insurance issues March Sex in the office May Learn to avoid lawsuits July Should | be calling my lawyer? November COMMERCIAL LINES Risk Problems/Solutions—Cargo insurance LeRoy H. Utschig, CPCU, ARM January CGL 98—1998 ISO CGL changes Diana Kowatch, CPCU, AU, AAM, CPIW January Risk Management—Commercial auto for municipalities Donald S. Malecki, CPCU January Risk Management—Watertight coverage Donald S. Malecki, CPCU February Risk Problems/Solutions—Trucking: Matching exposures with the proper coverage LeRoy H. Utschig, CPCU, ARM February ISO's commercial auto multistate program changes Diana Kowatch, CPCU, AU, AAM, CPIW March Umbrellas for purchasing groups provide impetus for growth Samuel Schiff March The lowdown on breakdown coverage Dennis Pillsbury March Workers comp market heads south Dennis Pillsbury March Risk Problems/Solutions—Property endorsements LeRoy H. Utschig, CPCU, ARM March Risk Management—Specialty lines or standard coverage? Donald S. Malecki, CPCU March Risk Problems/Solutions—Property endorsements, Part 2 LeRoy H. Utschig, CPCU, ARM April Coverage Concerns—Builders risk exposures require attention to detail Roy C. McCormick May Risk Problems/Solutions—Manufacturer's output policy LeRoy H. Utschig, CPCU, ARM May CGL is versatile in unusual claim situations Donald S. Malecki, CPCU June Risk Problems/Solutions—Garage coverage, Part 1 LeRoy H. Utschig, CPCU, ARM June Coverage Concerns—Sprinkler systems and the agent's risk management role Roy C. McCormick July Risk Problems/Solutions—Garage insurance, Part 2 LeRoy H. Utschig, CPCU, ARM July ISO's CGL excludes known injury or loss in progress Diana Kowatch, CPCU, AU, AAM, CPIW August Risk Management—The whys and hows of for-profit corporation D&O liability coverage Donald S. Malecki, CPCU August ISO's market segments program tailored to individual risks Diana Kowatch, CPCU, AU, AAM, CPIW September Risk Problems/Solutions—Garage insurance, Part 3 LeRoy H. Utschig, CPCU, ARM September Coverage Concerns—Property damage liability releases Roy C. McCormick September Risk Problems/Solutions—Farm insurance LeRoy H. Utschig, CPCU, ARM October Risk Management—Addressing the “order-taker’/“consultant” conundrum Donald S. Malecki, CPCU October Risk Management—Insurable interest as it pertains to liability insurance Donald S. Malecki, CPCU November Risk Problems/Solutions—Contractors’ & developers’ output policy LeRoy H. Utschig, CPCU, ARM November Coverage Concerns—Blending of boiler & machinery with commercial property coverage Roy C. McCormick November Risk Problems/Solutions—Credit insurance LeRoy H. Utschig, CPCU, ARM December GENERAL ARTICLES 10th Annual Rough Notes Marketing Agency of the Year Contest January CNA chairman looks at the future of the agency system January Insurance stocks in 1999 January Young Agents—Balancing career & family Elisabeth Boone, CPCU January PF&M Companion—December 1998 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW January Agency system lives but continued survival will require adapting to changes Samuel Schiff February Trends for the new millennium Elisabeth Boone, CPCU February PF&M Companion—December 1998 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW February Young Agents—A family affair Elisabeth Boone, CPCU March Young Agent Forum—Young Agent activities to launch IIAA’s Legislative Conference Jacki Frank-Jungsberger, AAI, ACSR, CPIW March PF&M Companion—January 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW March E-commerce—Avoiding land mines while chasing the gold mines Len Strazewski April 114 ROUGH NOTES ANNUAL INDEX OF ARTICLES 1999 ARTICLE TITLE AUTHOR MONTH PAGE AGENTS’ LEGAL ISSUES How “Kog” messed up selling his agency Randall Kleinman, JD, CPCU, CLU January Internet liability and insurance issues March Sex in the office May Learn to avoid lawsuits July Should | be calling my lawyer? November COMMERCIAL LINES Risk Problems/Solutions—Cargo insurance LeRoy H. Utschig, CPCU, ARM January CGL 98—1998 ISO CGL changes Diana Kowatch, CPCU, AU, AAM, CPIW January Risk Management—Commercial auto for municipalities Donald S. Malecki, CPCU January Risk Management—Watertight coverage Donald S. Malecki, CPCU February Risk Problems/Solutions—Trucking: Matching exposures with the proper coverage LeRoy H. Utschig, CPCU, ARM February ISO's commercial auto multistate program changes Diana Kowatch, CPCU, AU, AAM, CPIW March Umbrellas for purchasing groups provide impetus for growth Samuel Schiff March The lowdown on breakdown coverage Dennis Pillsbury March Workers comp market heads south Dennis Pillsbury March Risk Problems/Solutions—Property endorsements LeRoy H. Utschig, CPCU, ARM March Risk Management—Specialty lines or standard coverage? Donald S. Malecki, CPCU March Risk Problems/Solutions—Property endorsements, Part 2 LeRoy H. Utschig, CPCU, ARM April Coverage Concerns—Builders risk exposures require attention to detail Roy C. McCormick May Risk Problems/Solutions—Manufacturer's output policy LeRoy H. Utschig, CPCU, ARM May CGL is versatile in unusual claim situations Donald S. Malecki, CPCU June Risk Problems/Solutions—Garage coverage, Part 1 LeRoy H. Utschig, CPCU, ARM June Coverage Concerns—Sprinkler systems and the agent's risk management role Roy C. McCormick July Risk Problems/Solutions—Garage insurance, Part 2 LeRoy H. Utschig, CPCU, ARM July ISO's CGL excludes known injury or loss in progress Diana Kowatch, CPCU, AU, AAM, CPIW August Risk Management—The whys and hows of for-profit corporation D&O liability coverage Donald S. Malecki, CPCU August ISO's market segments program tailored to individual risks Diana Kowatch, CPCU, AU, AAM, CPIW September Risk Problems/Solutions—Garage insurance, Part 3 LeRoy H. Utschig, CPCU, ARM September Coverage Concerns—Property damage liability releases Roy C. McCormick September Risk Problems/Solutions—Farm insurance LeRoy H. Utschig, CPCU, ARM October Risk Management—Addressing the “order-taker’/“consultant” conundrum Donald S. Malecki, CPCU October Risk Management—Insurable interest as it pertains to liability insurance Donald S. Malecki, CPCU November Risk Problems/Solutions—Contractors’ & developers’ output policy LeRoy H. Utschig, CPCU, ARM November Coverage Concerns—Blending of boiler & machinery with commercial property coverage Roy C. McCormick November Risk Problems/Solutions—Credit insurance LeRoy H. Utschig, CPCU, ARM December GENERAL ARTICLES 10th Annual Rough Notes Marketing Agency of the Year Contest January CNA chairman looks at the future of the agency system January Insurance stocks in 1999 January Young Agents—Balancing career & family Elisabeth Boone, CPCU January PF&M Companion—December 1998 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW January Agency system lives but continued survival will require adapting to changes Samuel Schiff February Trends for the new millennium Elisabeth Boone, CPCU February PF&M Companion—December 1998 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW February Young Agents—A family affair Elisabeth Boone, CPCU March Young Agent Forum—Young Agent activities to launch IIAA’s Legislative Conference Jacki Frank-Jungsberger, AAI, ACSR, CPIW March PF&M Companion—January 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW March E-commerce—Avoiding land mines while chasing the gold mines Len Strazewski April 114 ROUGH NOTES ARTICLE TITLE AUTHOR MONTH Ae) Taking charge William B. Greenwood April 54 Charitable giving abounds in the agency business Steve Dinnen April 58 PF&M Companion—February 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW April 82 Crop program provides seeds of opportunity Phil Zinkewicz May 32 Continuing e-ducation Karen Burger, CPCU, CPIW May 34 Young Agents—Entering the new century with determination Edward O'Hare May 84 The Huval Companies is Marketing Agency of the Year Thomas A. McCoy May 98 PF&M Companion—February 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW May 108 Banks-in-insurance Kevin M. Stipe, CPCU, and James M. Campbell June 28 Agent associations go global Phil Zinkewicz June 32 Warranty coverage: A huge emerging market Dennis Pillsbury June 48 Indiana State University: A leader in insurance education Samuel Schiff June Workers comp tops the list of risk manager concerns Dennis Pillsbury June PF&M Companion—April 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW June Industry responds to costliest-ever U.S. tornado loss Phil Zinkewicz July Young Agents—Another wall tumbles Dennis Pillsbury July New risks, new opportunities Dennis Pillsbury July PF&M Companion—May 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW July Working with schools to help prevent violence Phil Zinkewicz August Young Agent Forum—Young Agent Leadership Conference offers ideas and inspiration William T. “Tommy” Adams, CPCU August PF&M Companion—June 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW August Young Agents—Sales aptitude with altitude Dennis Pillsbury September Distance learning Barbara A. Morris September Investment scam raises questions about insurance regulation Phil Zinkewicz September PF&M Companion—July 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW September St. Paul exports its strengths Phil Zinkewicz October Communicating with a passion Phil Zinkewicz October PF&M Companion—August 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW October Join USon our Journey... as we move forward together Westfield Companies Westfield Center, Ohio 44251 1-800-368-3530 www.westfield-ccs.com Reader Service Card No. 351 DECEMBER 1999 ARTICLE TITLE AUTHOR MONTH PAGE The winds of change Phil Zinkewicz November Farm area agents battle proposed crop program changes Phil Zinkewicz November Young Agents—Hard work and a volunteer spirit Dennis Pillsbury November AAIS Coverage Perspective—An umbrella policy fit for a ... farmer RobertJ . Prahl, CPCU November Community Service Award Robert N. Kretzmer, CIC, CPIA November PF&M Companion—September 1999 ISO form and endorsement changes Diana Kowatch, CPCU, AU, AAM, CPIW November The middle market—a changing battleground Phil Zinkewicz December Critical Issue Report—After market versus OEM parts—the issue is choice Phil Zinkewicz December PF&M Companion—October 1999 ISO form and endorsement changes Christopher Ketcham, CPCU, CFP December A three-peat for young agents of IBA West December LIFE/HEALTH & FINANCIAL SERVICES Long-term care may be agents’ ideal growth market Phil Zinkewicz March Financial services convergence Phil Zinkewicz July Helping agents penetrate the retirement market Robert L. Stewart August It's All About Money—Defining retirement options and getting started William A. Clemmer and Gary S. Lesser, JD September It's All About Money—Sorting through the multitude of retirement plan options William A. Clemmer and Gary S. Lesser, JD October It's All About Money—The 13 faces of IRAs William A. Clemmer and Gary S. Lesser, JD November Why is long-term care market stuck in holding pattern? Phil Zinkewicz November It's All About Money—May the Roth be with you William A. Clemmer and Gary S. Lesser, JD December MANAGEMENT Agency Financial Management—Profit centers Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh January Selling your agency—Who, what, where, when & why Dennis Pillsbury February Agency Financial Management—Equity-based compensation programs Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh February Maximizing Productivity—Improvement teams Doron (Bud) Antrim February Bottom Line Profitability—Sales success through moments of truth Lynn Thomas, JD March Agency Financial Management—Agency value: Perception versus reality Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh March Agency Financial Management—Matching up agency buyers and sellers Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh April Staying independent while giving up administrative duties Phil Zinkewicz April Maximizing Productivity—Leadership: Sometimes the old-fashioned way works best Doron (Bud) Antrim April Agency Financial Management—Agency advisory boards Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh May Client Nurturing—Planting the seeds for agency growth Jim Cecil May Maximizing Productivity—Agency principals rank importance of leadership skills Doron (Bud) Antrim June Bottom Line Profitability—“Wow!”ing employees: the foundation to high profits Lynn Thomas, JD June Client Nurturing—Who gets the nurturing and why? Jim Cecil June Agency Financial Management—Corporate development: Selling up, not out Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh June Client Nurturing—Drip marketing makes an impact on customers Jim Cecil July Agency Financial Management—Intellectual capital Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh July Testing...1...2...3... Testing Dennis Pillsbury August Agency Financial Management—Getting the deal done with the right partner Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh August Client Nurturing—Permission to stay in touch Jim Cecil August Maximizing Productivity—Who's at the center of your organization? Doron (Bud) Antrim September Consulting for the real world Elisabeth Boone, CPCU September Winning Strategies—The winning strategy for producer vertical growth Roger Sitkins September Bottom Line Profitability—Five top strategies to increase profits Lynn Thomas, JD September Client Nurturing—Reaching “top-of-mind” status among your vital customers Jim Cecil September Agency Financial Management—Agency equity: Leveraging your intangible assets Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh September Agency Financial Management—The strategic assessment Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh October Maximizing Productivity—A game plan for “growing your own” producers Doron (Bud) Antrim November Consultants’ Corner—Growth strategies, financial planning are top priorities Carol Bouton November 116 ROUGH NOTES ARTICLE TITLE AUTHOR MONTH PAGE Winning Strategies—The four “Rs” focus Roger Sitkins November 86 Agency Financial Management—The agency deal Paul J. DiStefano, CPA, CPCU and G. Edward Kalbaugh November 88 Client Nurturing—The power to nurture customers Jim Cecil November Agency Financial Management—Cross-selling and account rounding: Paul J. DiStefano, CPA, CPCU An economic approach and G. Edward Kalbaugh December Consultants’ Corner—The Internet changes everything (and what that means to agents) Dennis Maroney December Building a winning sales team Elisabeth Boone, CPCU December Perpetuation—start planning today Dennis Pillsbury December Bottom Line Profitability—Paradigm shifts dramatically change the insurance industry, Part 1 Lynn Thomas, JD December MARKETING Travelers agents begin getting access to Citicorp products Phil Zinkewicz February Managed Marketing—Producing radio commercials that work Kimberly Paterson February Market conditions push insurers to offer more than product Phil Zinkewicz February Will service centers work for small commercial business? Dennis Pillsbury April Managed Marketing—Giving a boost to word-of-mouth advertising Kimberly Paterson April GROUPadvantage gains momentum May Hartford program promotes value of independent agent Phil Zinkewicz June Writing auto insurance in New Jersey . . . and liking it Dennis Pillsbury June Managed Marketing—Advertising and the independent agent Kimberly Paterson June Forming a captive premium finance operation Chris Farfaras July A direct marketing primer Michael E. Milligan July Managed Marketing—Advertising and the independent agent, Part 2 Kimberly Paterson August Alternative medicine: An emerging market Phil Zinkewicz August Travelers boosts agents via TV Dennis Pillsbury September Making in-house telemarketing work Scott John Dalton September Reaching the multicultural market Phil Zinkewicz September Managed Marketing—Advertising and the independent agent, Part 3, Budgeting Kimberly Paterson October Managed Marketing—New business presentations Kimberly Paterson December Global reach achieved by pooling insurers’ strengths Phil Zinkewicz December Bank/agency marketing Sandra Grant Carcione December MARKETING AGENCY OF THE MONTH Pittsburgh-area agency closely tied to its clients’ needs Dennis Pillsbury February Damn the torpedoes, full speed ahead Dennis Pillsbury March Wichita agency dances to the beat of the hotel business Dennis Pillsbury April Focusing on the strengths of individuals Dennis Pillsbury May Bolton focuses on service Dennis Pillsbury June The sky's the limit at Hausmann Insurance Dennis Pillsbury July Extreme service Dennis Pillsbury August Diversification decision pays off Dennis Pillsbury September A break from tradition Dennis Pillsbury October Metamorphosis: Retail agent adds unit for program administration Dennis Pillsbury November The five percenters Dennis Pillsbury December ORGANIZATION PROFILES A refocusing at Allmerica Dennis Pillsbury January Yasuda America—The best of both worlds Elisabeth Boone, CPCU January Carving out a niche in specialty lines Elisabeth Boone, CPCU March Westco Programs adapting to service niche markets Glenn Clark, CPCU March AIG enhances its commitment to the middle market Samuel Schiff April Greenwich Group Elisabeth Boone, CPCU April Building on strengths at CGU Elisabeth Boone, CPCU May Insurance for fun! Elisabeth Boone, CPCU May First State Management Group Elisabeth Boone, CPCU June Gulf Insurance opens door to specialty business Elisabeth Boone, CPCU June Kemper enters the specialty program arena Thomas A. McCoy July An insurer that listens Elisabeth Boone, CPCU July DECEMBER 1999 ARTICLE TITLE AUTHOR MONTH PAGE The Agents Alliance Elisabeth Boone, CPCU July 50 Alternative market pioneer Elisabeth Boone, CPCU August 18 Michigan Millers refocuses on service Dennis Pillsbury August 30 Middlesex Mutual gets high marks from agents Dennis Pillsbury August 52 CPIA Society September 36 Kemper Environmental Elisabeth Boone, CPCU September 94 Farmers Group “gets personal” in Eastern states Elisabeth Boone, CPCU October 34 Get with the program Elisabeth Boone, CPCU October 52 + Lexington Insurance Elisabeth Boone, CPCU October f Kaleidoscope of coverages meets special needs Elisabeth Boone, CPCU November 34 Covering the risks of cyberspace Phil Zinkewicz December 80 CNA Pro provides stability in a fast-growing market Dennis Pillsbury December PERSONAL LINES Coverage Concerns—Specitic insurance is primary to commercial package, HO property coverage Roy C. McCormick January ISO opens its umbrella Bruce Hicks, CPCU, CLU February Coverage Concerns—Counseling condo unit owners on coverage options Roy C. McCormick February Coverage Concerns—Condominium unit-owners and associations Roy C. McCormick March Personal Lines Selling—High-volume appointment setting and in-person sales Troy L. Korsgaden March Coverage Concerns—Discussing tort reform with insurance buyers Roy C. McCormick April Personal Lines Selling—Personal umbrellas Troy Korsgaden April Personal Lines Selling—P&C agents wise to focus on life sales Troy Korsgaden May Coverage Concerns—When an insured acquires “vacant land” Roy C. McCormick June Personal Lines Selling—Relationships: The key to P-C agency sales Troy Korsgaden July Personal Lines Selling—Marketing your agency Troy Korsgaden August Coverage Concerns—Homeowners coverage for property at self-storage facility Roy C. McCormick August CNA personal lines falls into the “good hands” Phil Zinkewicz September Personal Lines Selling—Phone etiquette is critical to agency growth Troy Korsgaden September Coverage Concerns—Liability questions pertaining to car pools Roy C. McCormick October Personal Lines Selling—Raising the bar Troy Korsgaden October Personal Lines Selling—Providing superior customer service Troy Korsgaden November No coverage for a damaged car's loss of market value Bruce Hicks, CPCU, CLU November Personal Lines Selling—Finding the time Troy Korsgaden December Coverage Concerns—Grown children—the need for their own homeowners insurance Roy C. McCormick December REBUILDING COST CHART Rebuilding Cost Chart—Spring February Rebuilding Cost Chart—Summer May Rebuilding Cost Chart—Fall August Rebuilding Cost Chart—Winter November SPECIALTY LINES Classic cars and boats a potentially lucrative target market Phil Zinkewicz January Professional liability boom may be exported to Latin America Phil Zinkewicz January Specialty Lines Markets—Contractors and surety coverages Larry France January Specialty Lines Markets—Power up with watercraft sales Larry France February Default coverage for money market funds Thomas A. McCoy March Mirror, mirror, on the Wall Street, where are the profits for 1999? Larry France March Museums large and small present opportunities Phil Zinkewicz March Governmental entities offer strong loss performance Dennis Pillsbury March Media insurance a dynamic niche Phil Zinkewicz March Medical malpractice—Where angels fear to tread Dennis Pillsbury March Beauty business offers agents a niche opportunity Phil Zinkewicz March Trade disruption insurance Phil Zinkewicz April Specialty Lines Markets—The hospitality industry Larry France April D&O market pros send message of caution Phil Zinkewicz May Specialty Lines Markets—Specia! events require special treatment Larry France May Special Section—American Association of Managing General Agents (AAMGA) Dennis Pillsbury and Phil Zinkewicz May 65-82 118 ROUGH NOTES ARTICLE TITLE AUTHOR MONTH PAGE Specialty Lines Markets—Employment practices liability insurance Larry France June 62 Specialty Lines Markets—Umbrellas: You can’t buy these on a rainy day Larry France July 62 Specialty Lines Markets—Trucking market looks to tighten in the long haul Larry France August 64 Specialty Lines Markets—Municipalities: More than city hall Larry France September 58 Specialty Lines Markets—Professional liability Larry France October 57 Special Section—Professional Liability Underwriting Society (PLUS) Dennis Pillsbury and Phil Zinkewicz October Courier/messenger services provide a solid niche Samuel Schiff November 18 Specialty Lines Markets—Professional employer organizations Larry France November 82 Specialty Lines Markets—Specialty marketplace preview 2000 Larry France December 26 TECHNOLOGY Agency Marketing Technology—How to train your staff to capitalize on technology Steve Anderson January Flexing technology Nancy Doucette January Automating direct marketing campaigns Jackie Glick January The right stuff Virginia M. Bates January Maximizing Automation—Inspiring automation excellence Wanda Shumaker January Plowing ahead—insurers help agents solve the Y2K problem Bill Jenkins January A competitive edge in workers comp Dennis Pillsbury February 18 Agency Marketing Technology—How to set up an agency Web site Steve Anderson February 81 Special Section—ACORD Technology Conference '99 February A1-A32 Redefining dedicated resources Nancy Doucette March 28 Maximizing Automation—Tutoring the techno-timid Wanda Shumaker April 18 Technology maverick Nancy Doucette April 42 The e-dependent agent William P. Henne, Jr., CPCU April 60 Agency Marketing Technology—Improving your ‘Net experience Steve Anderson April 94 AMS organization sharpens its focus Nancy Doucette May Comp savvy Nancy Doucette June 16 SEMCI: A dynamic concept Bud Swindell June 36 Agency Marketing Technology—Practical scanning for any agency Steve Anderson June 90 What's left to say about Y2K? Nancy Doucette July 38 Maximizing Automation—Technology-enhanced presentations for large audiences Wanda Shumaker July 72 ACT Action Report—Getting your money's worth Bill Greenwood July 82 It's about time! Nancy Doucette August 32 New Internet delivery methods alter debate over insurance sales Phil Zinkewicz August 48 ACT Action Report—The speed of change Len Brevik August 86 Agency Marketing Technology—Budgeting for technology Steve Anderson August 93 The legal ramifications of e-commerce Phil Zinkewicz September 18 Honing a cutting edge Internet presence Len Strazewski September 53 ACT Action Report—Partnerships essential to effective use of technology Bill Greenwood September Special Section—Alliance for Productive Technology, Inc. (APT) September Lightening the (over) load Len Strazewski October Arming the troops Steve Dinnen October “Just do it’ Nancy Doucette October Old McDonald's farm was never like this Steve Anderson October Maximizing Automation—Fine-tuning your agency “orchestra” Wanda Shumaker October MaxSol's cyber solutions Tony Giroti November ISO CD product integrates data retrieval into agent workflow Len Strazewski November Agency Marketing Technology—Managing agency e-mail systems Steve Anderson December ACT Action Report—Does technology mean loss of tradition? William M. Houston, CPCU, ARM December Agents enter the world of digital photography Steve Dinnen December Ready for e-commerce Len Strazewski December Taking care of business Nancy Doucette December DECEMBER 1999