Tag Archives: Macintosh

Telephone Support for the Price of a Book?

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Not likely.

I was driving down to the Phoenix area yesterday — my first time driving down there in months. It was a beautiful day, sunny with temperatures in the 70s. I was driving my little Honda with the top down and my iPod, connected to the stereo, blasting some classic rock. I had a 30-mile drive ahead of me on Route 60 (Grand Avenue) to get to the nearest PetSmart (or is it PetCo?), where I planned to buy some tropical fish for my aquarium. Route 60 isn’t the most pleasant road to drive on, but it’s nothing to complain about in the stretch I was driving.

I was having a good time.

My cell phone rang. The only reason I heard it is because it’s on vibrate mode and my ears were not necessary. I hit the mute button on the stereo and answered the phone.

The woman on the other end was difficult to hear at 65 mph in a convertible, so I pulled over. After all, she could be a customer for Flying M Air and I needed to hear what she wanted and to give her my full attention.

The words started coming through: QuickBooks. Book. Non-profit. How do I print checks?

It took all my patience not to explode. Apparently, this woman thought that since I’d written a book about Quicken for Windows and another book about QuickBooks for Macintosh, I could help her figure out how to print checks from the non-profit version of QuickBooks for Windows, which I had never even used, let alone written about. I don’t know where she got my phone number — it’s no longer on this site because of calls like hers — and I don’t know where she got the idea that the author of a book about a software product would be her free, technical support hotline.

I set her straight, hung up, and got back on the road. I was fuming for a short while, but the music and wind and great weather soon soothed me.

Here’s what people don’t seem to understand:

  • A book’s content is determined, in part, by the book’s project editor and page count. So an author cannot include coverage of every single nuance of a software program. The least used features are left out to make sure there’s room for the most used features.
  • An author cannot write a book about a topic unless the publisher feels that there’s enough of a market for the book to sell. That’s probably why this person could not find a book covering the not-for-profit version of QuickBooks for Windows. It’s also why I did not update my QuickBooks for Macintosh book to cover QuickBooks 2007 or my Quicken for Macintosh book for any version after 2003 (I think).
  • An author receives, on average, less than $1 per book sold. I don’t know where anyone can get one-on-one, completely personalized technical support by telephone for $1. (Even the folks in India use a script.) My point: buying one of my books does not entitle the reader to interrupt my day by telephone to ask questions about the book’s content or topics not covered in the book at all.
  • An author certainly cannot be expected to provide support for another author’s book. True story: I once got a question in my old FAQ system from someone who told me he’d bought a book by [insert author name here] and was having trouble understanding it. Could I help him? He wasn’t joking. Neither was I when I told him to contact the author of that book, not me.

This might seem like a hard line to take, but I don’t think so. I do a lot to support my work and provide content above and beyond what’s between a book’s covers. The Book Support categories you see listed near the top of the navigation bar are just an example — each one provides additional articles somehow related to a specific book. My Q & A system is also set up to receive questions that I can answer in a place where all readers can benefit from them.

That should be enough.

Flying M Air Video Podcast Now Online

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It took me a while to figure it out.

Come Fly with UsI spent about 4 hours yesterday morning and another hour this morning publishing a video podcast for Flying M Air. Why so long? Because I couldn’t find a single how-to guide online to explain how to do it the way I wanted to get it done.

On Friday, I got back from a 3-1/2 day trip around the southwest with photographer Richard Noll. Rick and I took tons of pictures and video — much of which was from the air — of the places we visited. The goal of our trip was not only to perform a final check on travel, hotel, and tour arrangements for the Southwest Circle Helicopter Adventure, but to gather images I could use to market Flying M Air’s tours and excursions. I now have over 1,000 still images and 4+ hours of video to go through.

iMovie HD 6 and iDVD 6: Visual QuickStart GuideI spent some time early Saturday morning with iMovie and Jeff Carlson‘s excellent book, iMovie HD 6 and iDVD 6: Visual QuickStart Guide. The book has everything you need to know to create a great looking movie in iMovie HD, from choosing a video camera to building the movie with titles, transitions, and effects. It then goes on to discuss IDVD (which I’m not ready for yet). I learned a lot of things, including that I can reverse and slow down video clips — two effects I’ll need for my final project: a 20-minute promotional DVD.

Yesterday’s starter project was to build a slide show of images taken in the Phoenix area. The slide show would make good use of the Ken Burns effect to add motion to still images. I’d also included opening and closing titles, transitions, and music. It was a very simple project, and with Jeff’s guidance, I was able to knock it off in about an hour with about 15 slides. The final video is about 2-1/2 minutes long.

Although Jeff’s book discusses publishing a video podcast with iMovie and iWeb, I was not interested in using iWeb. It might be a great tool for Web publishing newbies, but it lacks the control features I need. (This might sound strange, but the software is so easy that it’s hard for an experienced user to use.) I wanted to publish a video podcast of this and future Flying M Air movies right on the blog-based Flying M Air Web site. This way, the videos would be available immediately to site visitors as well as by podcast to subscribers. I knew this was possible, but I couldn’t find any clear guidance on things like format (Was the export to iPod format the right one?), linking (Was it as easy as just including a link to the file?), and server settings (Did I have to modify .htaccess?).

Phoenix Tour ThumbnailI got the answers to all of these questions through Web research and trial-and-error. I got it working at about 5:30 AM this morning and was pleased to see the new podcast file being downloaded into iTunes. I then spent another hour tweaking the settings for Flying M Air’s WordPress theme files so instructions would appear onscreen when a site visitor checked the contents of the new Video & Slide Shows category.

Interested in seeing my first effort? You can download the m4v file (which can be viewed in iTunes or QuickTime) or subscribe to the podcast.

And if you’d like to read a how-to article that provides step-by-step instructions for publishing an iMovie project as a podcast with WordPress (rather than iWeb), keep checking in. I’ll write it up today, but Informit.com has first dibs. After all, I do like to be paid for my work.

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New Computer Diary: The Computer Arrives

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It’s here in record time.

Not bad for free shipping. I just placed the order on Wednesday. That’s less than a week. I think that the more you spend at the Apple Store, the more likely they are to get it delivered to you quickly.

The computer I ordered is a 15″ MacBook Pro. Here are the specs, right from the confirmation e-mail I received moments after placing the order.

MacBook Pro, 15-inch, 2.16GHz Intel Core Duo
1GB 667 DDR2 – 1 SO-DIMM
100GB Serial ATA drive @ 5400 rpm
SuperDrive (DVD±RW/CD-RW)
MacBook Pro 15-inch Widescreen Display
Apple USB Modem
Backlit Keyboard/Mac OS – U.S. English
AirPort Extreme Card & Bluetooth
AppleCare Protection

This is my latest Mac test mule, destined to a life of leisure, sitting quietly, powered off, waiting for me to call it into action to run software while I write a Mac book or article.

Although the more I think about it, the more I think I might want to use it a tiny bit more often. Heck, when I spend that kind of money on a computer, I want to get my money’s worth.

It arrived in a brown box that was surprisingly lightweight. The FedEx Ground guy brought it to my office, even though it was addressed to me at my house. This is Wickenburg and there’s just one FedEx Ground guy. If he knows where you’ll be during the day, that’s where he’ll bring brown boxes from computer companies. Oddly enough, he wasn’t quite sure where I’d be and seemed relieved when I opened the door and he recognized me.

“I couldn’t remember which apartment you were in,” he admitted.

This didn’t surprise me. I don’t use FedEx Ground very often because they usually can’t find my house. I think this guy had been tipped off about my apartment-based office by the FedEx overnight guy. Neither of them like taking their trucks down the road to get to my house. And they like making a U-Turn in my driveway even less. UPS is the same, although I had to put a stop to them delivering my stuff to the airport.

“If there’s a red vehicle in spot number 18, I’m here,” I told him.

I signed for the computer and he went on his way. Then I left it by the door so I wouldn’t forget to take it home with me.

Yes, that’s right. I didn’t open it right up. That shouldn’t surprise you too much. It took me a whole week to open my PC laptop when I bought it two months ago or so.

Why? Well, I’m busy. Today I revised Chapter 8, the last chapter, of my Excel 2007 Visual QuickProject Guide. I had a bad headache all day and it was hard enough to keep my mind on my work without being distracted by a brand new Mac.

When the chapter was done and I called it quits for the day, I carried the computer out to the Jeep with a few other things that needed to go home. Jack the dog was with me. He jumped in and we started out. I had to stop at the post office on the way home. And then pay a visit to Dr. Saxby.

Dr. Saxby is a chiropractor. But unlike the chiropractor I once visited regularly back in New Jersey for my sciatica, when Dr. Saxby adjusts you, you don’t need to visit three times a week. You go once and he cracks you all over the place, leaving you feeling like … well, like shit. The next day, though, you feel great. He put me on the roller table, where the rollers rolled up my back. Then, on the adjustment table, he cracked every joint in my body — including my toes. Another patient, who had taken my place on the roller table, let her dogs wander around the office. A third patient, a man, was holding one of the dogs on his lap when I emerged, sweating and exhausted.

Jack the Dog and the new computer were still in the Jeep when I came out.

We went home. I picked up the mail along the way — our mailbox is about 1/4 mile from the house. My royalty statement from Peachpit was among the big envelopes. All 67 pages of it. Sheesh. Wouldn’t it be nice if all the books in the statement earned money at once?

Finally, I could wait no longer. I went back outside and got the computer box. I opened the box and found a smaller box, wrapped in plastic, nestled in foam corners. I pulled it out and stowed the foam corners back in the brown box.

Apple has incredible packaging. It makes you want what’s in the box. That in itself is odd when you consider that the boxes are never displayed where the computers are available for sale. So that beautiful packaging is obviously intended for the end user, a kind of gift that’s meant to be opened and kept. I guess that’s why I still have the boxes for all the Apple equipment I still own. They take up a lot of space in the back corner of my hangar.

Nestled inside, in custom-carved white foam, was the computer and it’s accessories, including the power supply, video adapter, external USB modem, and Front Row remote control. There was also a flat square box that had a tiny manual, Restore DVD, and a bunch of warranty stuff I’m sure I’ll never read.

The computer looks remarkably like my 12″ PowerBook. It’s just a lot bigger. That’s unfortunate. What I really wanted was another 12″ PowerBook with the new processor and a bigger hard disk. I found the 13″ MacBook tempting because of its size, but was completely turned off by the cheesy feel of its case.

Of course now that I’ve shot my load on a 15″ MacBook Pro, Apple will probably release the computer I really wanted to buy. My luck, you see.

I opened the lid and pushed the power button. The computer bonged to life. It then went through the video thing it does right after you install Mac OS X. When it was finished welcoming me in every language known to man, I went through the configuration process. From power on to running and connecting to the ‘Net took all of three minutes — most of which was spent on that silly welcome video stuff.

The computer appears to be loaded with iLife and iWork software. I expected iLife, which I already have on disk, but not iWork. There are some demos, too. And an app called Photo Booth, which I’d never seen before. This is the first Front Row-compatible computer I’ve bought (timing is everything) and it’s a good thing I bought it. When I revise my Mac OS X book for Leopard, I can include coverage of Front Row. I guess I’ll have to learn how to use that remote.

Mike came home as I was taking a photo using the built-in iSight camera. He got in the picture. It’s now my icon throughout the system. Oddly enough, I can’t figure out where it’s stored on the hard disk, although I do know how to change it.

Software Update popped up, telling me I needed about 700 MB worth of upgrades. Later on, after dinner, I plugged in the computer — I really do like that magnetically attached power cord — and let it suck updates off the Internet. It was still working on it when I went to sleep.

What the Patriot Act Has to Do with Buying a New Computer

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And how the government has found a way to get their hands on our financial information.

I bought a new computer today: a MacBook Pro. I needed to replace my G4 eMac with a machine that could run Leopard and Boot Camp. I’m under contract to revise my Mac OS X book for Leopard and need to be prepared to get to work when I get my hot little hands on the software.

After much agonizing, I settled on a 15″ 2.16 GHz model. It had the extra RAM I needed and that tiny bit of extra power in the processor and video card will extend its useful life. I’m hoping to get 4 years out of it — I think that’s how long I’ve had the eMac.

I was going to buy from Mac Connection because they offered a sizable rebate and didn’t charge sales tax or shipping. But after doing a little research, I discovered that I qualified for an Apple educational discount. The final price would be the same and I didn’t have to deal with rebate bull.

The last time I bought a computer with a rebate, they tried to deny it, claiming that I hadn’t sent the right paperwork. When I told them I had copies of everything I sent and could resend it, they changed their tune. I got the $150 check in the mail a week later. I guess enough people don’t keep copies that they can get away with that crap.

The other thing that convinced me to buy from Apple was the 90 days “same as cash” program at the online Apple store. (I’m between royalty checks, which is a crappy place to be right after paying income taxes.) My sales guy, Elvis (really), told me that all I had to do was apply for an Apple credit card. But before he began taking my information over the phone for the application, he read me some disclosures. One of them said that my information could be given to the government to investigate terrorists.

What?

He explained. I later realized that it was the Patriot Act in action. An affront on my privacy in the name of the War Against Terror.

I was ready to tell him to forget it, but I wanted the computer and I didn’t want to pay for it in 30 days. (I always pay my credit card bills in full every month. I hate paying interest.) I wanted the extra two months. So I consented and we got on with the process. I was approved over the phone — why the hell is it so easy to get credit in this country? — and completed the transaction.

Oddly enough, later today I was in a meeting with Merchant Services, a company that does credit card processing. I’m trying to get a deal with lower rates than I’m paying for Flying M Air transactions. After going through the details, I asked the representative what I’d have to do to get the ball rolling. She listed the documents I’d have to show and sign. One of them was a Patriot Act document saying that I wasn’t laundering money (yeah, like I have that kind of cash) or funding terrorists. Of course, if I were doing those things, I’d be breaking the law anyway so signing a piece of paper saying I wasn’t doing them wouldn’t be a big deal. According to the credit card lady, though, it was more to protect the bank than anything else. In other words: protection against liability.

Ah, life in the United States in 2006.

Does the government know I just bought a computer? Are they trying to decide if I’m going to use it to plan terrorist activities? When I apply for the new credit card approval account, will they suspect me of laundering money? How does one launder money anyway?

These are questions I may never know the answer to.

But it’s probably better that way.

New Computer Diary – Prelude

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Why I need to order a new Mac.

I write books about computers for a living. That’s a blessing and a curse.

It’s a blessing because I get to buy new computers and related hardware (like cameras and scanners and printers) and software to keep up with technology. I can write most of this stuff off as business expenses because I actually need them to get my work done. Some of this stuff is really cool, so using them is almost like playing with new toys. I also often get prerelease software, so I can work with it before anyone else.

It’s a curse because I have to buy new computers and related hardware. I don’t get most stuff for free. And because I often have to buy new hardware right after it comes out — when the prices are highest and their problems haven’t been identified yet — they’re costly and sometimes problematic. My goal is always to buy a computer that’ll last at least three years so I don’t have to do this too often.

And if you think working with beta software is fun, try running Office 2007 on Windows Vista four months before the scheduled release dates. Not only did I have to buy an expensive computer just to run this software on — Vista has some pretty serious system requirements for all those pretty graphics — but I have to struggle to work around bugs and incompatibilities caused mostly by unavailable driver software updates.

I have three computers I use for work, as well as a laptop for business and home use:

  • Dual Processor G5My production Mac, which is currently a 2-year-old Dual G5 tower, is the computer I sit at when I’m writing. It has a 21″ Sony monitor (the old, heavy CRT type) which is really great when I’m doing layout on Visual QuickStart Guides and Visual QuickProject Guides. It also has all the built-in and attached equipment I need to get my job done, including three printers, a scanner, and numerous mobile devices like cameras, digital video cameras, iSight cameras, external hard disks, and more.
  • G4 eMacMy Macintosh test mule, which is currently a 3- or 4-year-old G4 eMac, is the computer I run software on when I’m writing Mac books and articles. I like the all-in-one design of the eMac and the price when I bought it was within reason. When I bought it, it had the bare minimum I needed to get the job done: a G4 processor (at the time, G5 had just come out), a SuperDrive (because I often need to write about creating CDs and DVDs), built-in modem, networking capabilities, and adjustable screen resolution. When I went wireless last year, I installed an AirPort card. This computer was the machine I used to run beta Mac OS software for my Panther, Tiger, Word 2004, Excel 2004, WordPress 2, and QuickBooks 2006 books. Maybe even my Jaguar book, although I admit I can’t remember that far back.
  • Dell LatitudeMy PC test mule, which is currently a Dell Latitude D820 laptop, is the computer I run Windows software on when I’m writing Windows books. (The computer recently replaced a 4-year-old Dell Dimension tower, which was really showing its age.) This computer is loaded and it isn’t by choice. As mentioned earlier in this entry, I needed souped up graphics and a fast, modern processor (or two?) to run Vista with the Aero Glass effects. It has a CD writer but not a DVD writer, although it will read both. (This became a rather ironic thing when I downloaded the Vista beta from Microsoft’s Web site and had to use my Mac to create the DVD I needed to install Vista on my PC. It worked. Of course.) I’m hoping this computer, which cost me a small fortune, will last at least four years.
  • imageMy business/personal laptop, which is currently a 12″ PowerBook G4, is the machine I keep at home and take on the road with me. It’s used for e-mail and blogging these days, although I sometimes use it for podcasting. And, every once in a while when I need to do a presentation, I plug it into a projection monitor and do demos. I love the size and configuration of the computer, although I admit that the 40GB (really 37 GB, but who’s counting?) hard disk is a bit small. I recently had to offload a bunch of music and podcasts just to make room for some other stuff. And with only 640 MB of RAM and 867 MHz of processing power, it sometimes slows to a crawl when taking on heavy-duty tasks like sound conversion and iMovie visual effects. I also noticed that its fan starts more frequently than usual these days, like its always hot and bothered.

Why all these computers? Well, I’ve found that the best way to write about a software product is to run two computers side by side. The test mule runs the software I’m writing about. My production Mac runs the software I’m using to write — normally InDesign or Word. I perform a step on the test mule, take a screenshot if necessary (which is automatically dumped over the network to my production Mac), and write about what I see on my production Mac. Not only do I have the benefit of seeing what I’m writing about as I write, but I can keep that test mule in pristine condition. In fact, it’s common for me to reformat the hard disk and reinstall all system and application software I need to write about each time I start a new project. I really do use those two computers just for work.

I used to buy a new production Mac every two years and a new personal laptop every three years. Earlier this year, however, when my production Mac was only a year and a half old, the motherboard went on it. I faced a tough decision: fix it (at a cost of about $700) or put that money into a brand new Mac and throw this one away. But it still had a lot of life in it and there wasn’t anything really better to trade up to. So I fixed it. And life went on. It’s still serving me faithfully, running all the software I need to run. Keep in mind that I don’t update software unless I need to — for example, I’m still using Photoshop 7 (don’t laugh!) and InDesign CS (not CS2).

I can usually get 3 to 4 years out of a test mule. My old PC test mule lasted about 4 years (at least). I think the G4 might be close to 4 years old now, too. I basically keep using them until I have to upgrade — in other words, until the software I need to run needs more processing power than an old mule has.

Every once in a while, the moon and stars align in such a way that I need to buy two (or, heaven forbid) three computers all around the same time. This is one of those years. I absolutely had to get a new PC to run Vista with the Aero Glass effects. I went with a laptop because I’m trying hard to downsize my office and make it something I can take on the road. A laptop test mule is just the thing. Close it and stick it on a shelf when I’m not using it. Throw it in a bag when I decide to get some work done on the road. Why the hell didn’t I think about that before?

Of course, I do hate the keyboard on the Dell PC — it’s so awkward after years of typing on the PowerBook’s wide open keyboard. And I had to buy a wireless mouse for it, mostly because I can’t seem to find the right track pad drivers for use with Vista and the track pad tracks very slowly, no matter how I set it. But I don’t use the computer every day (and hope I never need to) so it really isn’t such a hardship. And the video on that machine really is incredible. It should be, considering it’s the newest in my stable.

As for the Dell Dimension tower…well, I still have it. It runs Windows XP and as soon as I’m done with these two Windows books I’m working on, I’ll use the laptop’s restore disk to bring it back to factory settings. That’s when I’ll be donating the PC tower, along with its ancient Gateway monitor, to my local library.

And the stars have also told me that I need a new Mac test mule. Why? I’ll need to run Leopard, the upcoming version of Mac OS X, pretty soon now. While I’m not sure whether it’ll run on a G5, I’m pretty sure it won’t run on a G4. And besides, I have to write about Boot Camp and that’s going to require an Intel processor Mac.

So that’s why I need to buy a new Mac — to run the upcoming new stuff.

imageIn keeping with my downsizing plan, I decided that I wanted to get a Mac laptop. After struggling and finally succeeding in understanding the differences between a MacBook and a MacBook Pro, I decided on a MacBook Pro. 15″ monitor, 1 GB RAM, SuperDrive (need to write about iDVD a bit), 100 GB hard disk. This is going to be one hot computer.

Which makes me wonder…will it replace the 12″ PowerBook G4?

Part of me says no: a test mule is a test mule. It sits in my office, turned off, waiting to run software I’m writing a book or article about. It doesn’t get personal data files; its hard disk is often reformatted and restored to factory settings — or at least the current OS.

But I admit that it’s going to be hard to keep using this G4 when I have Core Duo (is that right?) processor laptop with almost twice the RAM and more than twice the hard disk space and processor power sitting around, waiting for me to tickle its keys. I’m actually kind of hoping that I don’t like its keyboard, so I won’t want to use it more than I have to.

But there’s no way in hell that I’m buying two new Mac laptops this year.

We’ll see what happens. Need to make the big purchase first.