Category Archives: Wireless

Barnes & Noble's Nook HD+ Is Clever

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Barnes & Noble just sent an email out announcing their two new tablets: The Nook HD and Nook HD+.

Previously to this release I was discussing with my partner, who works for Barnes & Noble ways that B&N could compete with Amazon and Apple in the tablet space. There was a concern that B&N had lost traction and that the company was going to spiral out of control and crash, eventually. These tablets have just eliminated a good portion of that worry.

For full disclosure, I came across a rather pleasant and unexpected windfall in regards to money and I’ve been kvetching about the poor performance of my 1st edition iPad and in a way, Apple has sent a clear message that they regard the device as dead because they are no longer writing software updates for it. I went ahead and purchased an iPad 3 and I’ve been enjoying it quite a lot.

This news from B&N is very interesting to me as this new device has several key areas that put up more bang-for-less-money. The first surprise is the processing speed of the Nook HD+ in comparison with the iPad 3. 1.5GHz dual-core versus 1GHz dual-core. Ever since 2003 when the world pretty much stopped worrying and loved the bomb that is processor speed ratings this distinction isn’t as compelling as it appears on paper. The two units have different core technologies, the iPad has an A5X processor and the Nook HD+ has an OMAP 4470 processor. We have seen from manufacturers like HTC and Samsung that even when you pour huge muscular processors into devices to compete, that if the experience of the user isn’t done correctly then all the computing horsepower in the world means very little. It’s not about the muscles, it’s about the refinement of the motor cortex. It isn’t how strong you are, it’s your dexterity – at least in the phone and tablet space. I do hand it to B&N when it comes to pumping numbers and keeping costs suppressed – that’s a win in their column.

The second surprise, and I’ve been half expecting someone to notice this glaring deficit in tablet OS design comes down to what I believe to be Barnes & Noble’s knife-held-confidently-behind-its-back killer feature. Barnes & Noble is going to bring profile control to the tablet space. This casts a huge pall over both Amazon and Apple devices and redefines a tablet to be a multiuser device. It is exceptionally clever for Barnes & Noble to do this because it draws a clear bead of connection from everyone’s computer experience (where you have an account and profile) off to your device. When it comes to Apple, they rejected this model and regard a device to be a one-person-only deal, which has been a weakness in the iOS OS design. Apple may be too far along to make such a fundamental change to iOS so we may see the creation of a new track of tablet technology. Is a tablet multiuser or single-user? By being multi-user, and if B&N does it elegantly, it can cast B&N in a family friendly light, more than an Amazon or Apple product because one relatively inexpensive device can serve an entire family. Instead of the onerous cost of a Kindle or iPad for each person, because each device is single-user, one Nook HD+ can be used by different members of a family without having to worry about security, privacy, preference or profile leakages between people. It’s a failure of the Apple iOS OS and here is why: When I come across another persons iOS device, I am utterly lost – I don’t know their preferences, their security settings, where they have placed icons, and I find myself having to relegate to the search screen to even find where they put the ubiquitous “Settings” icon. If B&N does profiles elegantly, this will be a non-issue. Rendered moot because each person has their own settings that they are used to, making the confusion evaporate.

I think that B&N will pursue a marketing strategy that elevates the personal touch and the family friendliness of their Nook HD and Nook HD+ devices. That will be key, with profiles, the ability to use LendMe to share books, and their admittedly well-done “Parent recording storybooks for their children” technology they will position themselves to be “The Booksellers who care about you and your family” and they will occupy a third niche in this space. The first niche is the deep-discount one, that’s occupied by Amazon. The second niche is the elegance-at-all-costs one, which is occupied by Apple – and then last but certainly not least, the third niche which is the Friends-Family-Kids one, which is going to be Barnes & Noble Booksellers.

This niche may be the best hope for Barnes & Noble to retain their 21st century relevance.  They should maintain their “Brick and Mortar” presence and cater their stores to being a place where you feel welcome, with friendly staff and a coffeehouse/library atmosphere. The elevator sales-pitch is that B&N is more personable and immediate than Amazon could ever hope of being – you don’t know Jack at Amazon, but you know Jack at B&N. B&N’s approach to kids and family with their very deep roots set throughout America means they have already beat Apple to the market in terms of the personal touch. Yes, Apple has the Genius Bar and yes they are friendly geeks, but you don’t go to a Genius Bar to find out about Apps and Woodworking! You can only do that at a Barnes & Noble!

The real competition isn’t between B&N and Apple anyhow, since Apple touches B&N only in this one market-space. The real competition here is between Amazon and B&N. It’ll be an interesting evolution to say the least – which do people prefer more? The cold, impersonal, sterile deep-discount algorithms of Amazon or the instant-gratification, warm, personal, and direct approach of Barnes & Noble Booksellers? It may simply come down to how people refer to these two competitors. You USE Amazon and you VISIT Barnes & Noble Booksellers. That right there is something that Jeff Bezos can never buy himself into, but B&N already exists to cater to. Which do you value, the impersonal or the personal?

Barnes & Noble Booksellers may have just secured their direct relevancy in the market for the next decade with these two new devices. The proof is in the pudding of course, these devices, once in the stores, will be the final arbiter on the survivability of B&N in the tablet market space.

 

SupportPress At Work

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Several months ago I became aware of certain workplace changes that were going to only be a problem if I chose to ignore them instead of doing something about them. There’s always been a part of my job that I’ve been kind of awkwardly ignoring. I lacked any kind of real instrumentation to one of the major aspects of my job, in fact, it’s the part of my job that I regard as being truly central and my “first hat” and that would be the Advancement Services Help Desk. First and foremost I go to work to help people use technology. That I didn’t have any online structure in which this fit has always bothered me. I always rationalized it as “My shop is too small to need such things.” or “It’s too expensive and I can’t prove that the ROI will justify the price.” but all that changed when given a purpose by a workplace change that was coming, and me discovering SupportPress.

SupportPress itself is a WordPress theme for a WordPress.org installation. We already had a hosting company that we had a great relationship with, [iPage](http://www.ipage.com]. It struck me that while we had a site with the host I certainly wasn’t making the most use out of our investment as I could. After a long while I logged into iPage and noticed their SimpleScripts service off their Control Panel. SimpleScripts is an interface to install very popular LAMP-based scripts that add features to a hosted website. Various scripts include WordPress.org, Drupal, and a gaggle of other ones including some eCommerce scripts that I really couldn’t care more about. WordPress.org is the free-to-use DIY version of WordPress.com. WordPress is a wonderful blogging platform and it serves as the bedrock that SupportPress runs on. So setting up the WordPress.org site was exceptionally easy. It was a click and some typing, followed by a few more clicks in SimpleScripts and it was done just like that. A fully featured and functioning blog running on my web host. After that, I looked at SupportPress and discovered that the theme sold for $100. One payment and you get a license to run it on as many blogs as you like. It wasn’t a subscription, just a straight simple sale. After buying the theme from WooThemes I downloaded it in it’s native form, one single ZIP file. I opened up and logged into my WordPress.org blog and navigated to the administration side of the system and right there, as easy as you please is “Install Themes Here” and the preferred option is “Install Theme from ZIP”, which I had exactly! So I uploaded the SupportPress Theme ZIP file to my newly made WordPress.org blog and when I applied the theme and went out to my blog, everything was functioning as promised! Everything! A fully functioning Help Desk Support System was running without any extra tomfoolery. I didn’t need to muck about with source files, fiddle with settings or update anything to get things to work as they should. This software, all of it, from end to end is what writing ELEGANT system code looks like. It works without guff, simply, directly, and elegantly. After that, all I had to do was create user accounts for all my clients, assign a few as “Administrators” like my assistant at work and I was done. I had the entire project from plan to finish in about an hour!

SupportPress has two distinct interfaces. The first interface, the one I use is the “Administration” interface. It very closely resembles the “User” interface but has a lot more options. If I need to perform anything more in-depth I can always call up the WordPress.org administration interface itself (which supersedes the themes administration console, wrapping around it actually) and I’ll show off both interfaces in this blog post. The system is organized on the management of Tickets. A ticket is a self-contained event that requires help from me to my clients. A ticket could be anything from a lost password to a report that a copier is malfunctioning. A ticket in SupportPress has a title, a description, a status, a type, an owner and an assignment. As an administrator I can see every single ticket and manipulate every single ticket. I can change ownership (the client), the assignment (who is to help), the status (which all new tickets start as new), the type which indicates what category the ticket belongs in and I can add comments and attach files, anything that can be done in email, except it’s logged in a database. The best way to describe it is to show it:

SupportPress Administration Screen

SupportPress New Tickets

SupportPress New Ticket

This administration interface is a full-view while the next few screenshots show what the client sees. It is much more direct:

SupportPress User View

The system is a pleasure to use and goes so far as to suggest top-ranked KB articles for clients as well as displaying all the clients tickets and their statuses with two buttons that are clearly marked for starting new tickets. When clients type in a title for a new ticket the system will automatically (while they type!) scan for relevant KB articles and display them. Eventually as the KB becomes more robust users will start to discover fixes in the KB on their own and in some situations actually be able to help themselves. When a user submits a ticket, the administrators get an email notification and the ticket resides in the system as “New” and assigned to “Anybody”. Any of the administrators can log in to the SupportPress system and look at these tickets and assign them either to themselves or other administrators.

When an administrator makes a change to a ticket, that change is sent as an email notice to the client. Everything you do to a ticket ends up being sent in an email every time you submit a change. So if I see a ticket, assign it to myself, set it’s status to “Open” and change it’s type to “question”, for example, the user will get an email showing what category was changed, the old value, and a graphical arrow pointing to the new value. If there is a comment or attached file, the client is sent an email indicating as such with the comment sent along in email so the client can read the update.

Tickets go from New to Open, then either to Waiting or Pending, then to Resolved. Sometimes tickets go into “Researching”, “Recurring”, or “Limbo”. The last status, “Limbo” are for those tickets where the situation is beyond waiting, but we still want it to hang around for some reason.

If all of this wasn’t exactly what I was after, the cherry on top is that this theme comes mobile-ready as well. It renders beautifully on an iPhone and iPad, and technically any mobile device as well but those are the only two devices I have to test the site with. Technically anyone can have an account on the site and anyone can submit tickets. I really like how clients are insulated from each other and only see community information in the KB. For admins, it’s all open and available. I really like how that’s structured.

Sometimes clients ignore that we now have SupportPress and elect to get our attention other ways. If they email us, I simply copy the email into a new SupportPress ticket, and set the owner to the person who sent the email. I love that I can create a new ticket on behalf of a client as if they sent it! Any other method of communication that isn’t SupportPress now gets a ticket for each event. If it’s a knock on our door, a ticket. If it’s a phone call, a ticket. If it’s an iChat, a ticket. Everything I do for a client gets a ticket and that way not only do I instantly document everything but the client can see everything about their tickets in one convenient place anytime they wish. They can go into old tickets and see who responded, when, and what they did about the issue. I’ve also started to use the standard blogging features of the WordPress.org site that still exist. SupportPress shuffles that off to the “Blog” menu item. If ever there is something I wish to record, I just send the SupportPress blog an email with the contents of whatever it is I want to record and it ends up being placed in the Blog section. I like to think of that as my “Captains Log” which lets me write odds and ends about the function of my office in one central place. If ever I need to refer back to it, search on it, or print something off of it, there it is. One handy place.

The hosting was inexpensive, the installation of WordPress.org was free and took about seven minutes. The cost of SupportPress was $100 and took about five minutes to install. It took about thirty minutes to set up all the clients and after that we were on the ground running. So for $100 and less than an hour I went from having no help desk infrastructure to having a damn nice one. Nobody has complained and so I count that as votes of approval. Some of my clients have started to adopt SupportPress directly and others have not. I don’t care since I stop people before they get going when it comes to in-your-face interactions to tell them that I first have to create a ticket for them.

I couldn’t imagine going back to the way things were. This is so much more convenient and safe for me in general. It keeps everyone feeling good, feeling honest, and provides a huge amount of CYA if ever a problem of help desk performance should ever pop up. Each ticket contains date and duration stamps which clearly display how each issue was handled. There is no he-said or she-said, there is only the ticket and what it says. Objective, clear, and rational. Again, I couldn’t imagine running a help desk any other way.

First Look at Mountain Lion OSX for Macintosh

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I purchased and downloaded the newest version of Macintosh OSX codenamed Mountain Lion. The download took a brief amount of time and once established I didn’t have a problem handling it. The first step was creating an independent system installer using a USB memory stick. I found some instructions that I remembered from when I did this with OSX Lion and the instructions worked well, up to a point. I was able to find the InstallESD.dmg file and I set up my 16GB memory stick with the proper format settings, specifically Mac HFS File System with Journaling and GUID partition map. The first issue I ran into was a strange memory error, that while restoring the dmg file to the USB memory stick, after the Mac was done really, in the verification step it failed with this odd arcane “cannot allocate memory” error. I went immediately to Google to look and found that if I mount the InstallESD.dmg file first, that *that* is the magic bullet. Turns out, it was.

Now that I have Mountain Lion on a USB memory stick I got a stock 24” iMac out of storage and set it up. Plugged the USB memory stick in, then the mouse and keyboard, main power, and while holding down the option key, turned it on. Everything worked as I expected it to! So far so good.

Once the system was up and running and in setup it prompted me to connect to a Wifi system, which was not a problem since I share Wifi from my primary work iMac (long story for another day) and it seemed satisfied. Then I ran into my first problem with Mountain Lion. During initial system setup I could not successfully log into any Apple ID. My personal one, or the one for work, either one didn’t work. The system allows you to continue without it and so that’s exactly what I did. Once I moved on to setting the time zone, this also failed, but I suspect it has everything to do with my shared Wifi coming from my Snow Leopard iMac and not something endemic to Mountain Lion. Instead of Mountain Lion successfully setting the time zone by it’s location I set it by hand. Not really a problem.

Once I got the system up and running, idle at the desktop everything was as it should be. My next step was to try to connect my test iMac up to my Apple ID. So logically I went first for System Preferences, then to Accounts, and there set my Apple ID. I was half hoping that setting it there would have had a chain reaction and set it everywhere else, but that didn’t happen. I noticed that iCloud wasn’t set up properly, so I found it in System Preferences, it wasn’t a problem, just a very weak annoyance. Then I tried the Mac App Store, had to do it again, same for iTunes. The only real irk that upset me was fiddling around with “Back To My Mac” feature which asked me to turn on sharing with a button that lead to the sharing panel. I was lost in there (no, not really, but I was in the headspace of an end-user) and it took me a while to notice that Apple did tell you where to go to set things up, so my one tweet about this being a problem is wrong, I was just hasty. I must say that much of this I will pin on me being in the “end user headspace” and not as an Admin, which I would have been much more careful and slow with in my approach to Mountain Lion. If you read and aren’t hasty, this isn’t a problem.

Every app that I’ve used worked well, some needed Java to be installed but the OS prompted to fetch it and install it for me without a problem so that was fine. Of the apps that work that I’ve tested, at least in that they open up are:

* Aqua Data Studio 11.0
* Dropbox
* iSquint
* KompoZer
* MarsEdit
* Miro Video Converter
* MPlayerX
* Music Manager (Google Cloud)
* OpenOffice.org
* Photo Wrangler 2.1
* Picasa (needed update)
* Postbox
* Seashore
* Spotify (needed update)
* The Unarchiver
* Transmission
* VLC
* What’s Keeping Me?
* XTabulator
* Zipeg

Of course, all the apps from the Mac App Store I assume work well. Dropbox was a non-issue, 1Password was smooth-as-glass, as I expected. But what really surprised me was Postbox. I recently fled Sparrow as an email client when they announced that Google was acquiring them. Postbox was my alternative. When I copied over Postbox and started it for the first time it offered to collect the settings form Mail.app which I didn’t think anything of and let it go ahead. Postbox seamlessly captured my iCloud email account and after I typed in my Apple ID password, I was up and running! For some strange reason, that really pleased me.

So, what is next? So far everything seems to test fine in Mountain Lion. There are some goobers from Lion that I still need to work out – such as secondary monitors in full screen mode being stupid, that sort of thing, and also to see if VirtualBox will work, but for the most part I’m satisfied that this new OS is exactly as Apple bills it, and they have done a very good job. There are some small irky bits and on my Twitter I’m sure it came across as being ranting-and-raving, but actually it’s quite good.

Next steps at work are tallying up all the people interested in Mountain Lion and figuring out how we’re to pay Apple for the licenses, then helping everyone set up Apple ID’s on their own. There is going to be a headache with all these new very independent and unmanaged Apple ID’s floating around in space, but if you want the Bright and Shiny you have to swallow a seed or two.

SupportPress In Action

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My first week with SupportPress has been magnificent. It was just in time as well, as we are looking down the barrel of a bunch of employee location movements which always requires lots of tickets and tracking because there are just so many discrete pieces to work with whenever someone moves from their established location to a new one, even if it’s temporary.

It’s also been a series of lessons when it comes to introducing new technology to regular folk. The adoption rate was much higher than I hoped for, as people were actually jockeying for “first ticket” so that felt really good. I’d estimate about fifteen percent of the staff have moved their communications channel to the help desk completely over to the new SupportPress system, while the rest have yet to break their old ways.

The old ways we still will respect. Having this new help desk system has given me moments of decision to make and learn from. Do I force people to only use the SupportPress system? Do I turn the office into a BOFH zone by forcing my clients to fold their entire communications structure into a ticket? Turns out I rejected that choice and elected to endure the steeper path of being, in what really turns out to be a human bridge, for my clients. So when someone drops by, someone calls, someone emails, or someone iChats us up, each time it calls for a ticket. SupportPress in this regard is really great, as we can create tickets on behalf of our clients and fill in all the details as if they penned the tickets themselves.

Another choice was one of statistics and performance. Now that the SupportPress system is providing us with ticket numbers and categories as well as ticket ages, the data is ripe for analysis, categorization, and the temptation to turn all of these raw numbers into performance metrics is very strong. This, as it turns out, is just another BOFH move that I simply cannot take. I refuse to use the raw data to measure any kind of performance metric – there is more to my life, to my assistants life than how many tickets we land or how old the tickets get before we tend to them. Here is a central tenet of mine, this system is meant to help only. It will never be used as a dashboard, it will never be turned into a yoke, or a bridle. The same way I rejected the before-mentioned BOFH move of forcing tickets out of clients, this is somewhat like the other side of the argument. The reasoning behind it is that I want people to use this resource. I want my employees (singular notwithstanding) to not fear that they will be lined up against some artificial measuring stick and slotted. I refuse to have First Trumpet, Second Trumpet, and Screwup Trumpet chairs in my orchestra.

There are other things that have occurred to me but I have rejected out of hand, brought about by SupportPress. I have considered and rejected a “Zero Ticket Friday” policy as fundamentally broken. What is so special about Friday that all tickets should be closed? If I institute that policy and some tickets are stuck in the waiting queue, do I penalize people for it? If you start making accommodations for things like “tickets can languish in the waiting queue forever” then what the hell is the point of the first move on this policy? Eventually it’s the self-defeating policies like these that create the bullshit of “It’s Friday, lets push all the tickets into the waiting queue.” It’s just dumb. So we aren’t doing it.

One thing that has come of SupportPress that we’ve noticed is that some of our clients have reacted less-than-happily about the sheer flow of SupportPress notification emails. The system sends an email when any ticket moves or changes, so clients could have at least two tickets (a start and an end) or up to double-digits especially if there are a lot of phase changes and clarification messages flowing back and forth. I personally don’t have a problem with notification floods as I am rather OCD about managing my email. I’ve written before on how I manage my Inbox – that any email has four potential destinations after they have been read. An incoming message can be stored in Evernote, sent to Toodledo, adapted and stored in SupportPress or outright deleted. Yes, I still use Toodledo, but I use it in conjunction with SupportPress. Some tasks, such as weekly reminders and such really fit better with Toodledo than SupportPress. Nobody really cares that much about getting constant notifications or trackability about daily, weekly, or even monthly tasks that I work on. Much of the regular things I do at work are “Andy does it, so we don’t have to worry about it anymore.” and so everything gets done and people can move on. That’s really helps illustrate the core features of SupportPress. SupportPress is designed to capture the discrete, non-repeating, highly interruptive traffic that any competent Help Desk must endure. There have been a lot of whitepapers written on the economy of interruptions surrounding Help Desk environments so going into it here would just be needlessly duplicative. The only really important thing to state about interruptions is that they are a necessary evil. People have to stop us to get help, it’s the nature of the beast.

SupportPress shines brightest when it comes to creating an abstraction layer between clients and the Help Desk. I like to think of the system providing a certain amount of slip between ticket arrival and first contact. In this way, SupportPress slays the interruption dragon that besets us. Instead of people electing to visit us or call us, which are the most interruptive, they can issue a ticket. We are notified that a ticket has arrived and that fact can be temporarily slipped in time so that we can conclude whatever function we are executing without having to endure the most dreaded thing of all, a context switch. Much like computers, interrupts and context switching is the number one gross consumer of time. These interrupts and context switches also threaten our quality of work. We can switch quickly but regaining traction once we’ve switched back to what we were thinking about before can be sometimes a maddeningly slippery proposition. I can’t count the number of times that interrupts and context switches have caused me lost time when dealing with a columnar data procedure such as checking items off of a long list. Where was I? Am I doing everything right? Why do I have this nagging doubt that I’m missing something? It’s this that I wish people would understand, and why when we ask people to issue their problems via ticket, why it’s so helpful to us.

So then we revisit an earlier point I had made, that I have elected to not force people to create tickets only. While this is true in spirit, I dearly wish people would on-their-own elect to use the less interruptive technologies available to them. The best thing for anyone to do would be to issue a SupportPress ticket outright, but if not that outright, then email or instant message also works well, because those technologies also include a modicum of temporal slipping that we really crave when we are knee-deep in some elaborate procedure. So while I refuse to force people to do a certain thing, I respectfully request that they do what they’ll do a certain way. Then it comes to how best to encourage people do change their course? First you have to let them know what it is that you’d like them to do, in a way, this blog entry may help with that as I suspect some of my coworkers read my blog and maybe they’ll notice the hint. One thing that can be done is rewarding people for using the ticket system by prioritizing those people who issued tickets with more force than we would otherwise pursue an incoming interrupt and context switch. It isn’t outright sabotage, but it does show that there is a preference and it’s in everyones best interest to respect us with the grace of a non-interrupt, and hence, non-context switching request. We’re driven to help and that is our passion and our purpose, but there is a best way to do it and for me at least, SupportPress is it.

So how much did it take for implementing this solution? We already have an iPage hosting account, wmichalumni.com, and frankly any host worth their salt would be just as good. I just like iPage because they are professional, no-nonsense, and cost-efficient. Any host can (and should) allow you to set up a free copy of WordPress.org. WordPress.org is an open source and free bit of software that creates a WordPress.com blog on a host that either you own or rent. The infrastructure of WordPress is actually perfect for what we are trying to do. The fact that it’s free is just a cherry on top. Installation of WordPress.org, at least on iPage is remarkably simple. It takes about 5 clicks and some little typing or usernames and passwords and preferences and the host creates a perfectly functioning WordPress.org instance for you. The theme, which is what SupportPress really is comes as a ZIP file for $100. Once you buy it, and then upload the zip file to your new WordPress.org site, everything else is pretty much a freefall into implementation. Falling down a flight of stairs is more complicated than installing SupportPress. Once the system is going, creating users is a snap, then introducing them is equally as easy, and before you know it, you’re up and running and your total outlay for the project was $100 for the theme and whatever you are paying your host.

So, then that begs the question of why we don’t self-host. I chose to not self-host because there is a field of tar which would ruin usability. iPage has unlimited bandwidth, unlimited storage, and since we are already paying for it to do other things, it’s arguably ‘free’ to do our SupportPress infrastructure. I don’t have to endure needless bureaucracy and it’s available anywhere and anytime without me having to muck about with VPN technology or anything else. It’s not that what I am avoiding is that onerous, but this way is far far simpler and is much more satisfying to me in that the path that I took got it done. From zero to implementation with nobody to argue with, nobody to ask, nobody to cajole, and nobody peeking over my shoulder.

I think that any Help Desk, especially one in academia, but really this extends to any other industry as well could really benefit from SupportPress. I like to reward products that please me and do their jobs well. When I find a product, like SupportPress, I flog it for all it’s worth. My only regret with SupportPress is that I didn’t have this technology 10 years ago. I am blessed to have it now and I plan on continuing to use it and I plan on taking it with me wherever I roam in the future. If anyone has any questions about anything I’ve written here, you know where to get ahold of me. I welcome questions on this, SupportPress is that good.

Throw It Back

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I used to fret and worry about my relationship with alcohol. What did it mean? Is the drinking itself bad or is it the reason behind the drinking the really bad part? Maybe it was a combination of both. Next month I’ll turn 37 years old and quickly plowing myself into my 40’s. So what preciousness is to save that I’m holding onto?

Americans have a really funny way of dealing with alcohol. We used to love it, then we hated it, then we prohibited it completely and all the while our relationship and use of the substance has not changed. I notice this a lot when I go to purchase alcohol from shops, especially here in Michigan. People are so, I suppose the emotion they must feel is embarrassment, because the shops all reflexively wrap bottles of alcohol in brown paper wrappers. Like it’s shameful or embarrassing to be seen in polite society with a bottle of Jack Daniels, Jamesons, or Captain Morgan. Wine never really got the sharp end of the stick, and neither really did beer. Both of those spirits are too weak to be of mention. You’ll go to the bathroom a lot before you’ll feel much in the way of an effect from those particular drinks. It’s the harder liquors that surprise me. First off, Michigan rigidly controls the price of spirits right down to what retailers are allowed to sell the spirits for. It doesn’t matter who sells what, they all get their prices out of this dog-eared pale-blue booklet that the state hands them. I sometimes wonder why the state of Michigan thinks it’s the sole arbiter of the price and availability of spirits in their state borders? As if they could control their citizenry with laws. Hah. But there it is, artificial price fixing for no good reason. A 750ml bottle of Jameson’s Whiskey is $25 in Michigan and $17 in Illinois. The only reason I’d buy liquor in Michigan is out of laziness.

And as it turns out, my favorite liquors are Jamesons, what a shocker, and as funny as it seems, the low-brow rums, Bacardi’s Oakheart and Newfoundland’s Screech. I don’t really care for the specialty long-aged rums and apparently I prefer just the english-speaking rums of the world, as the rest aren’t very much to my liking. But really where it’s at is my relationship to a bottle of Jamesons.

What is my relationship to alcohol? I drink liberally and I become intoxicated and I enjoy myself. I do not make a mess of myself by drinking beyond my personal limit, nor do I operate any machinery while under the influence. That last bit is a lie, of course, as machinery includes my iPhone and my computer, so a few bouts of drunk twittering won’t send me to jail. I’ve never operated a motor vehicle, and almost always I’m the designated driver because, well, lets face it, I have control and money issues. So back to drinking. It’s a joy. It brings warmth and happiness into my life. Not that my life was bereft of warmth and happiness before, but while intoxicated it makes many things feel better. Many things are easier to cope with. I wear my emotions on my sleeve and I share my feelings, some would say, too readily. There was a humorous picture of a boy stating what I often times find myself thinking, especially sober, and that is “We’re all thinking it, I just said it.” So we get down to the reasons why I drink.

I like to drink because it feels good. I like to drink because it tastes good. Wine is principally what I’m getting at, as there is a universe of delicious flavors in wine and more people should go exploring to see what they like. Beer? When I was a kid and very sensitive to bitters, beer was awful. As I age however, beer has become like water. It’s a drink with food, it makes you belch, and makes you have to see a man about a horse quite often. In many ways, beer and wine are somewhat okay ways to replace water, especially if you question the quality of water. I personally have never felt that the water where I live is good for me. Now, before people get really worked up, the gentle reader should be aware that I was raised on the worlds best water. The city supply of Syracuse, New York. That water is drawn from Skaneateles Lake and is some of the best tasting water on the planet. I am sorry that more people don’t understand just how wonderful it is to walk up to the tap in your house, turn it on and be able to drink what comes out without even a single iota of worry, and enjoying the taste, which is the way water should taste. It should not taste like a chlorinated fish bowl. So the water is a big reason for the more simpler spirits. But that doesn’t touch on the stronger ones. Here again I like the taste, or perhaps, in the case of Jamesons, I’m genetically predisposed to enjoy the taste, I do sometimes wonder about that. I also enjoy the feeling it gives me, and then, and what everyone really wants to know, is the social aspects to my alcoholism.

I drink because Hell is other people. This is very general and expansive and it’s not really meant to hurt others feelings, but lets face it, unless I’m in love with you or we are exceptionally close, Sartre’s statement about Hell being other people eventually finds it’s mark. I can endure a lot of things from people, especially when I have no other choice. I can be whatever I need to be to endure the situation. That’s the blessing that comes with a monumentally strong sense of self-monitoring. In work meetings I can be calm and reserved and measured, that sort of thing. Generally however I can’t stand humanity. In all the ways we are unique and special and loving, that’s got nothing to do with it. It’s the baser things that bother me, the odd behaviors, the many varied ways we abuse each other and in many ways, so effortlessly and lets face it, callously. It can range from being a real prat to being incidentally and nebulously a horrible human being. So what comes of all these unpleasant feelings? Being exposed to people who chew too loudly, snort, wheeze, moan, whine, or in one way or another do whatever they can to be as awful to others as they can, where is there to go? Where can anyone go if they are trapped in that situation? I am forever thankful for alcohol. “Please pass the wine” is a far more pleasant thing to say than dragging out (or dragging up) the varied unpleasantnesses that surround some social situations. I find that it’s almost always more preferable to prepend potentially unpleasant social interactions with a precautionary buffer of alcohol in my system. If I am nursing a beer or a glass of wine, of throwing back shots of Jamesons, I can eventually reach a place where the things that upset me no longer really bother me, and in a way, alcohol makes everything better. So yes, I drink, at least as a partial reason, to cope with the people in my life. I am not going to point fingers at who makes me drink, that would just be courting disaster, but in a general sense, Hell is other people.

So to get back to the beginning, is it a problem? Should I be concerned? The answer is, I don’t give a damn. I’m not going to fret over what drinking means to me, I’m just going to enjoy my life and all the things in it and if I spend my time in a beer bottle or a bottle of Jamesons, then that’s where I want to be. For pleasure, for joy, for happiness, and to escape Hell, at least for a short while. Anything can be endured as long as there is a break to it, a stop, a discontinuity to horribleness. In many ways, alcohol is a blessing to endurance.

SupportPress

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I just rolled SupportPress out to the rank and file at work. Or at least I thought I did. My day was going so well, so smoothly. I got my introduction email with graphics sent out (or so I thought) and I got all the invites shipped out as well. Everything was going just peachy – until I looked at the sent mail and noticed that when I sent the message by copying all the discrete addresses that only the first address took. So I didn’t send out any message at all!

To really get a grasp on how irritating this was, I couldn’t send a message to the LDAP alias that expands out to all the people I work with, the address is dar-staff@wmich.edu. The SMTP server at WMU was rejecting it out of hand. Turns out I figured out why – it was the screenshot graphics. That system they have rejects mail with pictures. So I had no choice but to copy down all the addresses from our Wiki and do it manually. Turns out when you copy that kind of information into Sparrow, it only looks at the first address and ignores everything else. It was my thinking that it would see the commas and figure out I was copying in 48 addresses. No, just one really long address.

When I noticed this, all I had was my iPhone and I was having lunch with Scott. I was cursing Webmail Plus and the LDAP directory for placing artificial limits on email and so I figured I could get the list of addresses and paste them into my iPhone and use the Mail app in my iPhone to do the heavy lifting. Turns out it suffered the same mental block, treating the addresses I pasted in as one giant address. So after lunch was over I was in my car trying to tap and copy one address at a time in. This is another bad idea because if you tap and don’t hold the iPhone thinks you want to email to just that one person and so dumps the draft you were working on and starts a new draft with an empty email. The forwarded bit with all the text and graphics? Lost. Three times lost. I was successful in the end, shipping my intro email out to all my coworkers despite all the technology surrounding me meant to make things easier.

Alls well that ends well, so we’re up online with SupportPress and I have to say that I am very happily surprised with what I see. Clients see a very simple version of the site and it’s compatible with every browser, every computer, including iPhone and iPad to boot! Now that I’ve let the genie out of the bottle it will be very interesting to see how it is received. There has been lots to say on that topic before, and in another post, a more private one, I’ll go further into the nitty gritty details.

So despite technological hurdles, I was able to get my automated help desk system off the ground and show it off to people. Monday is going to be a rip-roaring day, indeed!

Of Clouds and Stones

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The early 21st Century will be known for the era of cloud computing. Just a little bit of what the cloud can do I’m actually taking advantage of right now as I write this blog post.

Google provided a huge space for people to upload their music and created a handy tool to upload their iTunes music up to Google’s storage system on the network. I took advantage of this offer and copied my entire iTunes library up to Google. That’s of course just half of what I needed to cloudify my entire music collection. I also need a client to play the content on whatever devices I want to use them on. Unfortunately the Google webapp for their Google Music service doesn’t work well on my iOS device, however there is an app called Melodies which does work fantastically well!

This has saved me so much time, expense and bother. Instead of having to buy a device with a big storage unit for my music I can simply stream my music off the network, using Google and Verizon (and Wifi if I have it, and that is almost universally ubiquitous in North America anyways) so now I have nearly universal access to my music, in a way having my cake and eat it too.

This wasn’t always easy, the Melodies app did have an issue with not being able to shuffle properly but after I contacted the app support staff and telling them what was wrong they fixed the app and it updated on my iPhone in a few moments. From that point I have realized something I never thought I’d be able to do, but play my music right off the network. It’s just one more way that devices, storage, computers, all of it are becoming increasingly abstracted away from my computing experience. I expect that sometime soon the notion of a computer will start to erode and evaporate as more and more of my life becomes cloudified, or perhaps the right word is enclouded? Going to have to work on the terminology.

Of course, people who I’ve spoken to about the cloud come up with very familiar complaints as to why they don’t want to join me. Mostly it comes down to a question of privacy, and that they feel the cloud would endanger their sense of privacy. I’ve thought about that point for a while, trying to come up with a position on it. I’ve honestly never really given two shakes about my precious privacy. What value am I coveting? So what if Meijers knows what I buy and when I buy it? So what if Google knows what music I enjoy? So what if I’ve been categorized and indexed? Where is the hazard? People regard privacy as some sort of grail-object. They protect it beyond all rational sense and I don’t think that any of us can maintain any sense of privacy any longer, at least since social networking became a mainstream part of our lives.

But then again, there is the fear. Where does that come from? People hiding who they are, what they think, what they buy from others because we’re afraid of, what exactly? Isn’t it a more comfortable life to simply be who and what you are and let the chips land where they will? A life exposed is a non-issue for those that are proud of who and what they are. I admit to having a definite cavalier attitude when it comes to my privacy, but what the hell do I have to hide? Or any of us? To me it has always been my argument that if I reveal elements of my life to strangers that somehow they’ll take advantage of that information and somehow misuse it or attempt to hurt me. Well, first and foremost they’ll have to endure the social awkwardness of being the ones to expose my “secrets” to everyone else. The key here is to own everything about yourself. Own your passions, own your foibles, and own your mistakes. Nothing about the past means anything, regret is a dull nothing. For example, Anthony Wiener’s crotch-shot being publicized lead to the end of his political career. WHY? I respect people more when they stand up and own whatever it is that others find outrageous. Here’s the thing, none of us are pure. None of us really have any place to stand and throw stones. Even Jesus Christ spoke on this very point. “Let him who hath no sins cast the first stone!” Well? So you have a picture of your tenty underwear out there? OWN IT. BE PROUD OF IT. In fact, go on a Playgirl shoot and show the world your junk. This idle and meaningless outrage is stupid and lame. I would pay real money to anyone who could prove beyond a shadow of a doubt that any random other human being isn’t a sexual pervert loaded with monumental loads of kink. All it takes is a shot of whiskey to get a man to drop his shorts and do highly entertaining things with his body.

So what it comes down to? Privacy bent to protect the image that we’d like to impress upon other people that we are all pure as driven snow? How silly is this, when we are as pure as driven-over snow! At least have the fortitude to stand up and say “Yes, that’s my junk shot! Do you like it!?!” Because in that, lies respect and honesty.

To people that feel differently than I do, I have a one word question to ask you:

“Really?”

Marco Polo plays Ping Pong

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There is always something. I recently had the irritated displeasure of attempting to raise a communications channel to a certain group of adults and found the process to be highly educational. Recently Apple had instituted a series of advanced security questions that get paired to an Apple ID when you make a purchase in the month of April. These questions ranged from “Where did your parents first meet?” to “What was the first concert you attended?”, those sorts of questions.

At work, I have an Apple ID that I use to manage our iOS devices here and there and one of the people I tried to contact had to be the one that set the security questions, as I had gotten an email stating that someone set the security questions on the account on April 14th. So I figured someone was just absent-minded, we all have that from time to time, so I texted everyone to please get back to me if they had answered any Apple security questions.

I did get just a handful out of 23 people reply to me in one fashion or another. I then shifted the request over to email and also sent another request “If you have answered any security questions, please let me know what they are.” and for about a week of waiting, just the handful out of 23 deigned to reply to me.

Right after that I started a request with iTunes support at Apple to petition them to wipe away the erroneous security questions on the account and they were busy working on that. Last night they sent me an email telling me that the security questions were reset and that I could login and re-answer them, which I did late last night. So the technical angle of this issue is now a solved non-issue.

But what does bother me, and it’s more vexatious then a real concern is how people replied, or didn’t to my inquiry. I had made the erroneous assumption that when I send out a text twice, and an email asking for information that there is a built-in component to that message which people should reply either way. It was for work, it was important, I used the word “please”. The response I received back after bringing this up was “I didn’t know what it was about so I didn’t reply.” and it was my fault I suppose for assuming that people would, by themselves, assume that a reply was expected. Out of 23 people, only five were not question marks, the rest were crickets. Nobody here but us crickets.

So in the future I vow that I will include “reply requested” to my communications. I hate to dumb it down so far as to treat them like children, but after this, I can’t help but think that’s going to be the only way I can establish a communications channel with these people. I have great fear for when I have to establish a technical communications channel with people, these specifically, but even people in general when there is an emergency. There is this sense of “deer in the headlights” that is deeply upsetting to me. If you get a message that you don’t understand – which is the better path? To actually communicate about it in hopes of resolving it or just sit in the dark, ignoring it, hoping it goes away?

It’s a lot like Marco Polo playing Ping Pong with himself. It’s not a game, it’s just a sad old man standing in front of a ping-pong table with a stiff little white ping pong ball bouncing on the table.

Facepalm
Facepalm

Blogging on iPad with Byword and Bluetooth Keyboard

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Thanks to how silly my workplace is when it comes to access to the Internet I now have to use multiple devices to access many of the services that I previously used to run on my work machine. They have instituted a 100 connection throttle on all inbound and outbound TCP/IP connections. This explains a LOT about why I’ve been having such problems accessing the network.

Of course I won’t change my habits, I’ll just shift some of what I do onto other devices. In this case, pressing my iPhone and iPad into service. They’ll be responsible for the more social apps like Google Plus, Twitter, and such.

One thing that intrigued me was trying out Byword for the iPad using a Bluetooth Keyboard. How is blogging on my iPad different than blogging on my iMac? Byword makes this almost a seamless move. I type and the text appears on my iPad, since there are no network issues for my iPad there really shouldn’t be any lag, beach balls of death, or anything else getting in my way when it comes to blogging. The bluetooth keyboard means I can kick back and relax, put the keyboard anywhere I like and the iPad will still hear it and respond well. I don’t expect there to be any issues with WordPress. The app may be a little crunky around the edges but I can post by email just as well as open the app and copy the text into that. Sometimes I think that the post-by-email feature is more compelling for me than the application is.

At least with a bluetooth keyboard at home and at work I won’t have to lug one back and forth when I go back and forth from home to work during the day. I will however take my bluetooth keyboard with me on my upcoming work trip and see how well I can use it to do office-type things with just my iPad.

My trusty 1st Generation iPad, which by the way, still works great, has great resolution and fits me perfectly. Apple, you missed out on planned obsolescence when it came to this device!

Time to post this sucker…

Spinning Governor

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I’ve come up with ways to cope with the network connection throttle that I recently discovered was behind a lot of my network woes here at work. In my regularly scheduled workaday use of the Internet I usually find myself consuming at least 150 connections if not more because everything I use was built with the assumption that establishing multiple connections is free and easy. There is no parsimony when it comes to using the network, and you see this exemplified most of all in the design of browsers like Firefox. When you fetch a page, most modern browsers will attempt to also-fetch possible pages you may want so that they can appear faster. This is fine if you have an unlimited number of connections that you can make to the network. That isn’t the case here.

I can live with the throttle. I understand why it’s in place and knowing that it exists helps in that it keeps me from questioning my sanity when I didn’t know it existed and thought the problem was with me or my computer. It’s neither. So there are some ways to address my problem. Specifically the route to a better life is ironically through the same devices that are at the center of the entire ‘running out of IP space’ problem, iOS devices. My iPhone and iPad have apps that can bring me interfaces to Internet resources that I need to use, and they can free up my computer so that I can help avoid the connection quota throttle. For example, instead of opening up Toodledo in Safari I can open up the Toodledo app on my iPhone. Different device, different connection quota. My iPhone doesn’t make so many connections and if I did need that feature I could very easily drop wifi and use the 3G data circuit. I can do a lot of other things too, like manipulate Asana, run my eMail through my iPad, that sort of thing.

So, in a way, the connection throttle has shifted the load from one device to three. At first this was kind of a pain in the ass, but over time I’ve come to see that this could become more efficient. It frees my computer up for the heavier things, like Google Reader and such. We’ll have to see how it goes.