Weekly Roundup Podcast: Weekly Roundup Podcast: Context Machine. Meet the TMO staff. Learn which stories actually matter.
Computing with Bifocals - Mac Help Scenarios I & II
by
- January 31st, 2006
Since Christmas last month, I have had the occasion to spend time in our local (Austin, Texas) Apple retail store.
First of all I got some Apple gift cards and a Nano as Christmas gifts. Naturally, the second meant that I had to spend the first. Right? Right. So off I went, along with, apparently, several hundred of my closest friends, to shop at the Apple store. I also went along for the ride while a friend visited the Genius Bar for help. On yet another visit, I helped someone choose a new printer.
Yes, several of them do know me by name there, but that is because of my affiliation with our local Macintosh User Group. Our local Apple retail store staff has been great about occasionally presenting programs to our user group. I know these men and women are really good at what they do, and they are remarkably diplomatic and patient with those of us who (1) don't have a clue what we are doing and/or (2) really mess things up and then want help fixing the damage.
Even when customers are incredibly rude, they seem to remain calm. I often wonder why rude people don't figure out that their rudeness makes them look quite boorish, but never gets them anywhere. But I digress.
There are two things that I have observed over and over while at the Apple store. Both are errors of omission by the computer user. Had the computer user not committed the error of omission in the first place, they probably would not be waiting in a long line in the Apple store praying for help. At the early stages of my own computer use I was just as guilty of these errors of omission as anyone else in that store. Maybe you can be smarter than all of us and just skip that part of your learning curve.
Scenario I
Well-dressed male in his early 30s, laptop in hand. Pacing the floor, waiting his turn to get help. Finally, he gets to the front of the line and explains to the genius that he is a lawyer and has been preparing a case for the past 6 months. All of his data is on his computer and his computer has died. He NEEDS his stuff. Genius examines the computer and reports that something bad has happened, and the computer has died. Genius asks the lawyer if he has backed up his data. Lawyer says no. Guess what? He is in a world of hurt. Genius explains that there are services that may be able to retrieve the lost data, or at least part of it. The fee can be several thousand dollars, and there is usually no guarantee.
I left there wondering if that lawyer would lose his job just because he didn't back up his work. In the past several months I have seen this same scenario played out by a graduate student who lost her thesis, an author who lost the book she was writing, and a woman who lost all of her tax and investment information.
Even if all you have of importance on your system is your addresses, music and your photos, you should take the time to back them up. If you purchase music from iTunes and lose it, you will have to repurchase it. iTunes will not give you a Kings-X and let you download it again just because you lose it.
Macs do break down.
How do you back up? The simplest way is to save things to an external source like CDs. The best way is to get an external hard drive and backup software and have your system automatically backed up daily, weekly, or whatever works for you. You only have to lose everything once to learn this lesson the hard way.
Scenario II
This takes us to the second error of omission. Failure to use the Help Menu. Woman in her mid 50s, G5 in hand. OK, both hands if you want to get technical. After waiting for an hour for her turn she politely asks the Genius to show her how to e-mail a picture from her iPhoto collection. The first issue is that she didn't have to bring her own computer to the store to get help with that question. The staff would have gladly used a store computer to show her. More important though she could have easily found the answer using the help menu.
I used a Windows based machine at worked for several years. The Help Menu was useless most of the time. Perhaps that is one reason that I find the OS X Help Menu's to be so very valuable. However, they can't help you if you don't use them. Granted, the biggest issue to getting help is knowing how to ask the question and sometimes that takes a bit of practice. But let's face it. It has got to be more pleasant searching for the answer sitting in front of your computer, nice and comfy in your warm home, than getting in your car and driving miles to a mall and waiting in line for help.
You should at least try. Not only can you solve a problem, you can learn something in the process. Had the lady mentioned above entered "e-mail photos" in the help window while she had iPhoto open she would have gotten the following instructions.
iPhoto Mail Instructions
Here are some general guides about using the Help Menu that may be useful.
- If you want help with something related to your Mac be sure to click the Finder window before you select Help from the Toolbar.
- If you want help with a specific application then that application should be the active window on your desktop.
- Even with a specific application open, the Help Menu may give you information about more than one area so always look to the far right for the key to what the help topic is about (Panther operating system and below) or to the left (Tiger operating system).
Finder Help Menu Example | Address Book Help Menu Example | Mail Help Menu Example |
---|
May I suggest that your New Year's Resolutions include backing up your data and using the Help Menu? Your life will be much easier if you do.
Copies of Nancy's book Tips, Hints, and Solutions for Seasoned Beginners Using Apple Macintosh Computers With OS X are available in PDF download versions for US$9.57 and in print version for $18.15 plus $4.00 shipping. To view sample pages and get ordering information visit the September 14, 2004 column.
Check out Nancy's complete index of all her columns for the most complete list of tips anywhere. The list is categorized and is a great reference when you are looking for help!
|
Nancy has a Master's degree in Human Services Administration and prior to her retirement she worked for almost 30 years in field of mental health and mental retardation. She has been a Mac user for 11 years, and has recently developed an avocation of teaching basic computer skills in both group and one-to-one settings.
Most Recent Computing With Bifocals Columns
- Mac Help Scenarios I & II - January 31st
- 16 Days Without My Mac!?! - January 27th
- Puzzles & Solitaire Forever! - December 30th
Other "Computing With Bifocals" Columns
Observer Comments
Wed Feb 01, 2006 8:04 am Subject: Only half useful
What's the point in mentioning how important it is to back up data and not discuss any of the excellent options available for Mac users?
If you've got a .Mac account, there is Backup, which can be automated to back up email, address book and other key data to the user's .Mac drive.
If you are just concerned about your iTunes music (and if you purchase a lot of tracks from the iTMS - you certainly should be) - there is the data disc backup option, which burns a large playlist to as many dvd-r or cd-r discs as needed. Combined with a properly configured Smart Playlist, incremental backups of iTunes music is a snap.
Backing up the entire contents of a hard disk drive to another drive is a snap with disk cloners such as SuperDuper! or Carbon Copy Cloner.
If you want to back up the entire drive to CD/DVD media, there is always the clunky and opaque Retrospect.
Yeah I agree. Wrapping the two simple concepts (backup your data, learn to use help) in all that prose just took up space that could have been used to provide more useful information on the topics.
Of course then it loses that warm fuzzy feeling. Which perhaps is the author's trademark style. I dunno. I'm gonna stop typing now.
QuoteBiff wrote:
Yeah I agree. Wrapping the two simple concepts (backup your data, learn to use help) in all that prose just took up space that could have been used to provide more useful information on the topics.
Of course then it loses that warm fuzzy feeling. Which perhaps is the author's trademark style. I dunno. I'm gonna stop typing now.
Oy! Stop your patronising. The article wasn't about how to backup data. It wasn't hints about computer maintenance. It was about common errors that are caused by PEBKAC (problem exists between keyboard and chair), which anyone who has been involved in customer support is acquainted with.
No matter how many times people are told to back up their computers, inevitably they will be caught out. No matter how many times to tell peopel to RTFM (assuming the manual is available and readable), they won't RTFM.
Be nice!
Wed Feb 01, 2006 5:48 pm Subject: And why should I be nice???
Just because the author wears bifocals and is trying to come off as a folksy old lady. PLEASE JUST SHOOT ME if I am not allowed to be contructively critical.
QuoteThe article wasn't about how to backup data. It wasn't hints about computer maintenance. It was about common errors that are caused by PEBKAC (problem exists between keyboard and chair), which anyone who has been involved in customer support is acquainted with.
I certainly didn't think that the article was intended to instruct a Mac user on how to backup data. Ms. Gravely made the point how important it is to backup - and made a good point that there is software available to do automatic back ups to an external drive. No need for detailed instructions - just a link or two would have done the trick - the most basic search on VersionTracker or MacUpdate would have turned up both SuperDuper! and CCC - and it would have taken a few seconds to add the links.
So, I actually came away with the impression that the author herself didn't know how to back up - but knew that it was a good idea to do so.
Thus, contrary to the above poster's assertion that this was merely an illustration on "PEBKAC (problem exists between keyboard and chair)" the article was meant to teach something - and on that score, it succeeded. I learned all about how to use the Help Menu to find out how to email pictures. With screenshots from both Panther and Tiger OSs, none the less.
The anecdote about the lawyer losing his data was completely extraneous (and perhaps a gratuitous dig at the legal profession) - and should have been saved for another column - where the author could provide some easy hints on how to create backups. Complete with screen shots. In both Panther and Tiger.
Recent Headlines - Updated Saturday, February 4th, 2006
- Sat., 2:20 AM
- TMO To Go Podcast - Weekly Roundup: Sizing Up Verizon, Google, Adobe
- Fri., 5:15 PM
- The Slacker's Guide - Beefing Up the 98 Pound Weakling: MailTags
- 3:05 PM
- TMO Reports - Apple Gesture Patent App Suggests Tablet
- 1:55 PM
- Earth Flix Offers Hi Def Videos, New Series
- 1:10 PM
- Apple Snatches Up Cupertino Office Space
- 12:05 PM
- 17-inch G5 iMac MIA
- 11:35 AM
- Toshiba Mini Hard Drive Adapter
- 10:50 AM
- Simply Elegant Sales POS System for the Mac
- 9:45 AM
- iPodObserver - CBS Working to Join iTunes [Update]
- 9:30 AM
- High Priority 1.11 Supports Intel Macs
- 8:00 AM
- TMO Quick Tip - Check Your Mac's Warranty Status
- 7:40 AM
- Adobe CS2 Security Update
- 7:00 AM
- Just a Thought - iPod Etiquette
The Mac Observer Reader Specials
- Ramjet Memory: First to Market! iMac Intel Core DDR2-667: 1Gig-$139 2Gig-$269! MacBook DDR2-667: 1Gig-$139 2Gig-$269!Click here
- Download Typestyler, still the Ultimate Styling Tool for Internet, Print and Video Graphics. Works great in Classic with a Native OS X Version on the way. Free Tryout: www.typestyler.com
- Memory To Go Special: iMac Intel Core DDR2-667: 1GB-$106 512MB-$56 | MacBook 1GB-$106 512MB-$56 | New G5 / iMac DDR2 2GB Kit $208 1GB Kit $100.00 | New P. Book DDR2 1GB $103 | G5 DDR400 2GBKit $216 1GB kit $98 | Power Book G4 / iBook G4: 1GB $128, | Imac G5 1GB $108 512mb $48 | G4 PC133: 512mb $74 256mb $32 | Flat Imac / Titanium 512mb $96 | Flash Cards & Hard Drives AVAILABLE
- Other World Computing: NewerTech miniStack - Elegant High-Speed FireWire/USB2 Storage up to 500GBs just for Mac mini! Auto-Power on/off with your mini, integrated FireWire/USB2 hub gives you more ports too. Only 1.5" high, fits under mini.
- New G5/ iMac DDR2 1GB $89.00/ 2GB KIT $169.00 New P.B. DDR2 SO DIMM 1GB $85 / 512MB $45.00 G5 DDR400 2/4GB KIT $179 / 359 P.B./iBook DDR 333 1GB SO Dimm $125 MacMini 1GB $89.00/ iMac G5 $89.00 P.B/iBook Cooling Fan $29.00 Hitachi 80 GB 7200RPM 8MB Cache $175.00 - Click to Maximize your Macs...
- FastMac: Performance Upgrades Designed to Extend the Life of Your Current Mac. Easy to Install. Easy to Afford. Hard to Live Without. Painless Evolution. Click here.
- Mac Online Poker - When I want to play online poker for Mac, I choose the best Mac Poker site, with internet mac poker reviews, poker bonus codes, and my favorite Mac Poker game: Texas Holdem.