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/M: Per thousand. /MM: Per million. AA: Authors alterations, i.e., changes other than corrections made by a client after the proofing process has begun. AOV (average order value): The average amount of each customer order. Abandoned Call: When a caller hangs up before his or her call is answered by an agent. Above the Fold: The part of an e-mail message or Web page that’s visible without scrolling. Absorbency: The capacity a paper has for accepting liquids, like the inks or water used to run offset lithographic presses. Accordion Fold: Parallel folds that opens like an accordion. Acid-free Paper: Paper manufactured on a machine with the wet-end chemistry controlled to a neutral

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