Ubuntucat

Google just announced a new service called Buzz, which is supposed to be Google’s answer to Facebook. Unfortunately, based on the Buzz site and its accompanying video, I don’t see this supplanting Facebook any time soon. I’ve got some advice for Google on how to make it work:

1. Allow people to start slowly. Yes, when Facebook was released to the general public (not just college students), a lot of us felt like “Really? You want me to sign up for yet another thing? I thought we did all this? Friendster, MySpace, Xanga, etc. I don’t want another account.” Many people gave in, though, and created another account because Facebook offered the kind of lively community other social networking sites had not yet offered. It’ll be a lot more difficult to convince people to start up not only another social networking account but another email account. A good chunk of my friends have GMail accounts, but they don’t all have GMail accounts. From what I’ve seen, Buzz requires a GMail account and is part of the GMail interface. That’s a mistake. It should be its own thing (like Docs, Translate, Maps, etc.) with perhaps added integration with GMail if you already have a GMail account. Google wised up to this with its recent changes to Google Voice (you can have a subset of GV features by using your current cell phone number, and you can add more GV features by creating an entirely new GV number). If Google doesn’t encourage people to start slowly, Buzz will die, because I’d much rather keep in touch with all my Facebook friends than only the ones who use GMail (by the way, I have a GMail account, but it is not my main email account, and I check it through an email client, not through webmail).
2. Really follow through on reducing noise-to-signal ratio. It’s taken me a long time, but I’ve finally grown to love Facebook. There are a few things about Facebook that still annoy me, though, and if Google wants to have people use Buzz, Google needs to step up and really fix the mistakes Facebook has refused to fix. The biggest problem for me now is that I’m basically friends with someone or I’m not. There are people I want to keep in touch with, but I don’t want to know every single aspect of their lives. Right now, Facebook allows me to either ignore certain friends completely… or hear about what they had for breakfast, and lunch, and snack, and what latest gadget they got, and some link they thought was interesting, and twenty pictures of their baby daughter. If Google can organically make the updates fit how friendships really work, that’d be a huge draw for future former Facebook users. No more fretting about whether someone is an acquaintance, a friend, a former close friend, a current close friend, a family member. You’ll get the kinds of updates you care about. Certain people will appear more frequently in your feed or more kinds of posts you care about will appear more frequently (to anyone who’s my Facebook friend right now, I love pictures and interesting status updates—I hate weird applications, quizzes, and embedded videos).
3. Make privacy settings easy. The privacy settings in Facebook right now are the worst of both worlds: they’re complicated, but they are also not comprehensive enough. Just as I don’t want to hear everything about what’s going on in certain people’s lives, I don’t want everyone to know what’s going on in my life, but sometimes I want even acquaintances or not-so-close friends to know certain things. In Facebook, people can basically either see your updates… or they can’t. If Buzz has the ability to set any given post as for just super-close friends, for all my friends, for all my friends and acquaintances, or for anyone with internet access, that’d score points for me and make me want to move over from Facebook.
4. Keep the interface consistent. I have no doubt, actually, that Google will do this. I’ve seen them overhaul GMail and the Google homepage, but they tend to take years to do a makeover. Facebook seems to want to redecorate every few weeks, and that annoys its users. If Google wants to bring people over, there needs to be a lot of emphasis about what Buzz has to offer that Facebook doesn’t.
5. Encourage folks to “dual-boot.” If Google can find a simple way to encourage people to try out Buzz and actually use it while not entirely giving up Facebook, that’d be gold for Buzz. No one is going to drop Facebook completely and start Buzzing. If Buzz is going to take off, people have to be able to test the waters. I would suggest a Buzz kickoff week, in which Google encourages everyone with a GMail account to take a brief sabbatical from Facebook and Buzz about something cool that week.

That’s all I can think of. And I don’t even think that’s a surefire way to get Buzz to take off. I think if Google takes all these suggestions, it may have a fighting chance against Facebook. No guarantees, though. Right now, Facebook is everywhere.

On Tuesday, Rick Spencer announced on the Ubuntu developers mailing list that Ubuntu has entered a revenue sharing deal with Yahoo! and will make Yahoo! the default search engine in the next Ubuntu release (10.04, Lucid Lynx). This sparked an extremely long discussion thread on the Ubuntu Forums about whether this is a good idea or not.

Generally speaking (with few exceptions), the reactions fall into one of two categories:

1. This is great. I won’t use Yahoo! myself, but if it makes money for Ubuntu, why not? How hard is it to change the defaults. Two clicks.
2. This is unacceptable. Yahoo! is in bed with Microsoft. This is wrong. If Ubuntu needs money, we should donate. Why wasn’t the community consulted?

Well, my reaction to this deal wasn’t quite either of those. Yes, I believe the community should have been consulted. That isn’t really what bothered me. What bothered me is that the decision was made soley with regard to revenue and not thinking at all about the user experience. It wasn’t “We evaluated the default search engine and decided Yahoo! has better search results or gives a better search experience than Google, and so we have decided to enter a revenue-sharing deal with Yahoo!” Nor was it even “We evaluated Yahoo! and Google and found the Yahoo! search experience to be only slightly worse than the Google one or about equal, but we thought revenue-sharing would be worth the sacrifice.” No, no mention of the user experience at all. It’s just the revenue.

I have nothing against Ubuntu making money. Mark Shuttleworth has deep pockets, but if Ubuntu is to be self-sustaining, it can’t just drain his pocketbook indefinitely. Nevertheless, defaults matter, and if they didn’t this deal would get Ubuntu no money (if most people changed the default, very few users would keep Yahoo!, which means Ubuntu wouldn’t get much revenue from this deal).

That last bit is something people don’t realize. If all (or even most of) the Ubuntu users change the default to Google or Cuil or Scroogle, then you can’t say “Well, I won’t use it, but great for Ubuntu to make some money.” They won’t be making money if you all keep changing the search engine.

But we won’t all be changing the search engine. Anyone handed the live CD and trying to do a search will either not know Yahoo! is the default search engine or just not bother to change it. (One of the reasons defaults matter.)

So I can see only two sensible reactions to this deal:

1. This is great. Anything to make Ubuntu money. I intend to keep Yahoo! as the default to make Ubuntu money.
2. Extra revenue is great, but why isn’t the user experience even considered when making this decision?

Obviously, I choose the latter.

Many Linux advocates and Linux bashers still think the success or failure of Linux in the consumer (not server or embedded) space rests on technical merits. Implementation, marketing, pricing, inertia, vendor lock-in—no, of course, those have nothing to do with whether people decide on Linux as opposed to Windows or Mac OS X. Would it help to work on the technical merits of Linux? Sure. Will that alone make Linux a success for consumers? Hardly. Technical merits will get technical users into it (Network admin, want a server? Use Linux. Hey, TiVo, want a free operating system for your DVR product? Use Linux).

Linux had a few good opportunities to succeed, but flubbed on the execution:

1. OLPC. When I heard about the One Laptop Per Child project, I got giddy. It was marketed as the $100 laptop. It was going to be durable. It was going to use Linux. It was going to help kids in developing countries learn. If that had been what really happened, Linux would have really taken off, at least in certain demographic segments of the world. What really happened? Well, the laptop was nowhere near $100. It was more like $200. And if rich folks wanted them, they had to pay $400 ($200 to get one, $200 to give one). It also was a pretty ugly laptop, with an extremely crippled version of Linux.
2. Dell. When Dell started up its Idea Storm section, it probably had no idea the section would be bombarded by Linux users demanding Dell start offering Linux preinstalled. Well, Dell half-heartedly gave in and offered a couple of select models with Ubuntu preinstalled. This half-hearted effort doomed the new venture to failure. Dell hid Ubuntu away so no one could see it on their website without a direct link or clever Google searching. Dell priced the Ubuntu laptops more than spec-equivalent Windows laptops. Dell “recommended” Windows on all the Ubuntu laptop pages (it still does). Dell still used Linux-unfriendly hardware (Broadcom, anyone?). To sum up, Dell was not invested in really selling Linux preinstalled. It just wanted to sort of, kind of appease the Linux community (most of whom continue to buy the cheaper Windows-preinstalled laptops and then install Linux for themselves).
3. Netbooks. I love the idea of netbooks. The execution was terrible, though. They were not heavily advertised. Early netbooks had 512 MB of RAM and 4 GB SSD drives with 7″ screens. The battery life was poor. The keyboards were cramped. The screen resolution was practically non-existent. Worse yet, all the OEMs included crippled versions of Linux… Linpus Linux Lite, Xandros… installing software became in reality the nightmare that Linux haters often misrepresent it to be. It would be like having apps for the iPhone without an App Store. Yes, you could install a regular Linux version yourself, but that’s not what the everyday consumer is going to do. Microsoft slammed the years-familiar XP down on netbooks, and—suffering from a bad implementation and no marketing or advocacy from OEMs—Linux on netbooks floundered.
4. Android. In many ways, Android is actually a success. But it is not the success it could have been. When people were saying various Android phones could be the next “iPhone killer,” I thought, Hey, maybe they could be. We’ll see. I wasn’t surprised to see that the G1 did not kill the iPhone, the MyTouch didn’t kill the iPhone, the Hero didn’t kill the iPhone, nor did the Droid, nor did the Nexus One. I have a MyTouch 3G with Android, and I love my phone. I understand very well why it didn’t kill the iPhone, though. Apple understands how to make an excellent user experience, and Google doesn’t. That’s the bottom line. I’m not an Apple fanboy. I actually disagree with a lot of the design decisions Apple makes. What I don’t dispute is that Apple has a vision. Every decision, whether I agree with it or not, has a rationale that makes sense. Yes, there are pros and cons, and Apple weighed them and decided the pros outweighed the cons. With Android, though, and with various HTC phones using Android, I see various bad interface implementations that have no pros at all. I just don’t see anyone properly testing these things. For example, on the MyTouch and the Nexus, the speaker is on the back of the phone. Why? On some of the Android text dialogues, you have to tap into the text field (even if you have no hard keyboard) to get the onscreen keyboard to appear (shouldn’t it appear automatically if the text field is in focus?). Those are just a couple of examples.

Just yesterday, Steve Jobs announced the iPad to much ridicule. People made fun of the name. People said it would be useless without Flash, a USB port, without a front-facing camera, without multi-tasking. They called it an oversized iPhone. They said the 4:3 aspect ratio wouldn’t be good for movies. The LED screen wouldn’t be good for reading in sunlight or for long periods of time.

I kind of liked it. I wasn’t overwhelmed by it. I wasn’t drooling. But I can see the appeal. It looks like a slick device, and it’s priced a lot lower than people thought it would be (most of the speculation saw it between $700 and $1000). If it’s a standalone device (doesn’t need to hook up or sync to a Windows or OS X computer with iTunes), I might consider it.

I would be curious to see if any OEM is going to step up to the plate here, though, and give Linux a real chance. I doubt it. It would be quite simple, though. Create a tablet just like the iPad (has to include proper multi-touch, though… no backing out for fear of so-called patent infringement, Google). Run a Linux-based operating system that is mainly open source (but can have some proprietary programs on it). Include multi-tasking. Include a proper software repository. Use a regular hard drive instead of SSD drive. Include USB ports. Have better screen resolution or a widescreen aspect ratio. Then price it just a little below the iPad… oh, and give it a proper name… one people won’t make fun of.

How simple is that? Will it happen? Probably not. A bunch of iPad imitators will pop around, sure. They’ll each have serious flaws, though. Many will lack multi-touch. Most will be too bulky. Some won’t have a sensible user interface. Some will be too expensive. Then I can tack it on as yet another way Linux has failed in the consumer space.

Mark Shuttleworth, if you’re reading this, it’s about time you realized Bug #1 gets fixed once you create a full and unified software-hardware user experience. Hoards of Windows users aren’t going to download the Ubuntu .iso, set their BIOSes to boot from CD, repartition their hard drives, install Ubuntu, and then troubleshoot hardware compatibility problems. You (or someone with your savvy and financial resources) need to be the open source Steve Jobs if Linux is going to succeed in the consumer space.

In “Complaints greet Google Nexus One phone,” the BBC says “Many people are unhappy with Google only responding to questions by e-mail and are calling for it to set up phone-based support.”

I’ve been the victim of bad customer service and the beneficiary of excellent customer service. I also happen to do customer service for a living (not for a corporation but for a school). Whether I’m getting customer support or giving it, I know good customer service isn’t any better on the phone. In fact, most of the bad customer service I’ve gotten has been over the phone. You know why? Because, although “your call may be recorded for quality control purposes,” it’s recorded by the company giving the support, not by you. You don’t have access to that recording. And chances are, unless you’re extremely diligent, you’ve totally forgotten the name of the customer service representative who “helped” you.

Many times I’ve received “help” over the phone and nothing was actually done. Something was supposed to be fixed, canceled, or sent, and it never was. The phone call leaves no accountability.

Phone support may seem immediate and “better” because you’re talking to a “live” person. Ultimately, though, I don’t want to be put on hold for a half hour or 45 minutes and be constantly told that my call is important to this company putting me on hold. I want answers, and I want them now.

You know the best customer service I’ve gotten? ICDSoft, my web host. Answers within minutes… usually one minute. And by email. It doesn’t matter what kind of silly question I ask, the expert support staff at ICDSoft gets back to me within minutes.

So don’t tell me customer service is better over the phone. Customer service is better—phone or email—when your question or problem gets answered or solved quickly. That’s the bottom line. The bonus with email is that you have a written record of the exchange.

Google, if you want to make your customers happy, give timely and effective support. Call centers have nothing to do with it.

I already wrote T-Mobile MyTouch 3G First Impressions and A month with the MyTouch 3G and Android, but someone requested I write yet another follow-up post after having used the phone for a while.

Well, it’s been almost four months, and I have to say that my general impression hasn’t changed much. I can sum it up as generally positive with a few annoying glitches. If you are a part of the Apple ecosystem already, the iPhone is a better choice. But if you are a Linux user or already caught up in the Google ecosystem, an Android phone is a much better choice. A lot of other Android phones have had more hype (Hero, Droid). The MyTouch is a good phone, though. If I actually liked Sprint, I would have waited for the Hero. And if I actually wanted a boxy-looking phone with a “real” keyboard, I’d have waited for the Droid.

Here are the annoying glitches that have bugged me the most:

• Every web browser for Android has a serious flaw. Ultimately, I’m willing to settle for the flaws in Browser over the flaws in the other ones (Steel, Dolphin, Opera, etc.).
• The Facebook app is basically good, but when you click on a picture thumbnail, it doesn’t enlarge the picture within the Facebook app. Instead, it launches the Browser app to view the picture. Lame.
• After the whole cease-and-desist fiasco, I wanted to support Cyanogen for making a Google-compliant fully legal rooted (i.e., jailbroken) ROM, so I’ve been using Cyanogen recently. Unfortunately, the performance has been spotty. Sometimes it’s super-speedy, and sometimes it’s super-laggy. I may end up giving DWang’s ROM a go again, even though it’s not technically legal (it’s in the spirit of the law but not the letter—apparently Google cares very much about the letter, though).
• Google Voice is a great service. The Google Voice Android app, however, is buggy as all hell. Sometimes it crashes. Sometimes it’ll randomly duplicate SMS messages if I write the message in landscape (instead of portrait) mode.
• This doesn’t really bother me any more. If you are thinking of getting a MyTouch, though, you should know this: the touchscreen interface takes getting used to. Unlike the iPhone, light swipes are not recognized. You need to press your finger on the screen when you swipe.
• With the latest versions of Android, there is no way to disable the camera sound (which is extremely loud). I had to install an app called Sound Manager in order to silence it.

That’s about it.

What has been the good stuff?

• Opening links in background windows (except the Google recently changed its Google News website so that you cannot open links in background windows—other sites work fine with it, though).
• Good Google Voice integration.
• Ability to turn any song into a ringtone without special software is great. Right now the Noisettes’ “Wild Young Hearts” is my ringtone.
• Ability to send unwanted calls straight to voicemail through the phone and to just block them altogether with Google Voice is invaluable.
• USB tethering is even better than Wifi tethering. You just plug it in and Ubuntu automatically starts using the connection. No need to select anything or change a setting.

In the end, though, a phone is a phone. It makes calls. It receives calls. I can check my email and look up something quick on the web. There are subtle nuances that will differentiate Symbian from WebOS and Windows Mobile from the iPhone OS X and all that from Android. SmartPhones all pretty much do the same thing, though.