July 27, 2007
SysAdmin Day
Today is SysAdmin Day. What, you do not know about SysAdmin Day?
SysAdmin Day is celebrated once a year on the last Friday for July. There is even a web site which advocates this celebration and provides some nifty gift ideas for them.
So go find your sysadmin and let them know how much you appreciate them with a great big hug. :-)
-Chris
Note: Also take a look at Sysadmin of the Year.
Posted at 09:36 AM in General IT | Permalink | Comments (0) | TrackBack
Perl Survey 2007
If you are a perl programmer, the perl community would appreciate if you could spare five (5) minutes to complete the 2007 perl survey.
Take part in the 2007 Perl Survey!
The Perl Survey is an attempt to capture a picture of the Perl community in all its diversity. No matter what sort of Perl programmer you are, we'd love to hear from you.
Be sure to read the privacy policy and complete the survey before September 30, 2007.
-Chris
Posted at 08:35 AM in General IT | Permalink | Comments (0) | TrackBack
July 17, 2007
Custom Printer Forms: How to print to non-standard sizes
Am I the only one who feels that Microsoft keeps changing how to setup custom paper sizes for printing with each new version of Windows?
Today, I needed to configure an XP machine so that it could print correctly to an impact printer loaded with 8.5" X 7" tractor feed paper. Lucky for me I finally located a solution.
- In Windows XP, start the printer control applet. (Start -> Printers and Faxes)
- Select the Menu Bar labeled "Printer Tasks". (also you may need Administrator rights)
- From the File menu select "Server Properties" (Print server properties)
- Select the "Forms" tab
- Check the box labeled "Create a New Form" and enter the page sizes you need.
- Type in a form name in the "Form Name:" box.
- Click on the "Save Form" Button.
-Chris
Posted at 09:32 PM in General IT | Permalink | Comments (0) | TrackBack
July 16, 2007
Custom FTP URLs
Today, I helped out another user with a ftp file download issue. They needed to be able to download files via ftp and didn't want to use another program like FileZilla or even the command prompt on windows. I did a little searching and found a link to the RFC for building custom ftp urls for use in their web browser of choice.
ftp://username:password@ftp.example.com
Now they don't have to learn how to use another application.
-Chris
==========================
3.1. Common Internet Scheme Syntax [RFC 1738]
While the syntax for the rest of the URL may vary depending on the
particular scheme selected, URL schemes that involve the direct use
of an IP-based protocol to a specified host on the Internet use a
common syntax for the scheme-specific data:
//<user>:<password>@<host>:<port>/<url-path>
Some or all of the parts "<user>:<password>@", ":<password>",
":<port>", and "/<url-path>" may be excluded. The scheme specific
data start with a double slash "//" to indicate that it complies with
the common Internet scheme syntax. The different components obey the
following rules:
user
An optional user name. Some schemes (e.g., ftp) allow the
specification of a user name.
password
An optional password. If present, it follows the user
name separated from it by a colon.
The user name (and password), if present, are followed by a
commercial at-sign "@". Within the user and password field, any ":",
"@", or "/" must be encoded.
Note that an empty user name or password is different than no user
name or password; there is no way to specify a password without
specifying a user name. E.g., <URL:ftp://@host.com/> has an empty
user name and no password, <URL:ftp://host.com/> has no user name,
while <URL:ftp://foo:@host.com/> has a user name of "foo" and an
empty password.
host
The fully qualified domain name of a network host, or its IP
address as a set of four decimal digit groups separated by
".". Fully qualified domain names take the form as described
in Section 3.5 of RFC 1034 [13] and Section 2.1 of RFC 1123
[5]: a sequence of domain labels separated by ".", each domain
label starting and ending with an alphanumerical character and
possibly also containing "-" characters. The rightmost domain
label will never start with a digit, though, which
syntactically distinguishes all domain names from the IP
addresses.
port
The port number to connect to. Most schemes designate
protocols that have a default port number. Another port number
may optionally be supplied, in decimal, separated from the
host by a colon. If the port is omitted, the colon is as well.
url-path
The rest of the locator consists of data specific to the
scheme, and is known as the "url-path". It supplies the
details of how the specified resource can be accessed. Note
that the "/" between the host (or port) and the url-path is
NOT part of the url-path.
The url-path syntax depends on the scheme being used, as does the
manner in which it is interpreted.
Posted at 05:16 PM in General IT | Permalink | Comments (2) | TrackBack
January 27, 2007
Dilbert & Linux
If you enjoy Scott Adams's Dilbert comic strip, then you will probably get a good laugh from his strip posted on the 25th.
-Chris
Posted at 09:42 AM in General IT | Permalink | Comments (0) | TrackBack
October 30, 2005
time.gov
I tried to use the time.gov web site this morning to re-set my clocks, but the webmaster posted a note that their animated clock is down due to heavy demand. Ouch.
Background on Daylight Saving Time.
-Chris
Posted at 10:29 AM in General IT | Permalink | Comments (0) | TrackBack
September 06, 2005
Security Now Podcast
While listening to podcast over the weekend, Leo Laporte, who also runs the twit podcast, plugged his new audio show with Steve Gibson called "Security Now." I listened to half of episode #3 this morning while driving to work. Steve & Leo discussed the pros/cons of software versus hardware firewalls. Pretty interesting material. Check it out.
-Chris
Update: 7 SEP 2005
I listened to shows #1, #2 last night and I must say they are putting out good material. Show #1 covered the zotob worm and #2 covered Micosoft's new Honey Monkey project.
Posted at 10:59 AM in General IT | Permalink | Comments (0) | TrackBack
September 05, 2005
Outsourcing IT Pain
If you have a few minutes, I would recommend anyone considering outsourcing part of their company's IT services to read "Backsourcing Pain", an article in the September issue of CIO.
JPMorgan Chase's decision to first outsource IT and then bring it back in-house stands as a cautionary tale for any CIO considering an outsourcing megadeal.
-Chris
Posted at 05:13 PM in General IT | Permalink | Comments (0) | TrackBack
June 07, 2005
Limbaugh Publishes MP3s
Yesterday, while running some errands, I tuned into Rush Limbaugh's daily radio show and was surprised to hear him boast about his new podcast service for premium members. I guess this podcast craze is catching on to the mainstream.
Limbaugh joins four other Premiere programs already being offered as subscription-based podcasts: Coast to Coast AM with George Noory and Art Bell, and the Phil Hendrie, Glenn Beck and Bob and Tom shows. Future podcasts are also planned for the Dr. Laura Schlessinger and Jim Rome programs.
On a side note, Rush stated that he had to remove all his bumper music from the MP3 version of his show because he could not get permission from the copyright holders. Interesting.
-Chris
Posted at 08:18 AM in General IT | Permalink | Comments (0) | TrackBack
February 27, 2005
Another OS X Review
I read through Joshua Wood's review of using OS X for his desktop os this afternoon and generally agree with his points. I used to dual boot between Windows and SuSE linux on my old laptop and basically got tired of having to flip back-and-forth. I prefer using the bash shell for some of my computing tasks and for other tasks I prefer a nice GUI with commercial apps. Apple's OS X fits me nicely in this regard.
-Chris
Posted at 02:37 PM in General IT | Permalink | Comments (0) | TrackBack
February 23, 2005
Reed Hastings & NetFlix
Slashdot posted a link to a story by Gary Rivlin on the success of NetFlex, a mailorder DVD rental company.
Today, the company operates 30 distribution centers around the country, but in the late 1990's, it operated a single facility near San Francisco, so DVD's could spend days in the postal system traveling cross-country. "It wasn't a very consumer-satisfying experience, except in the San Francisco Bay Area," Mr. Hastings said. Now, one of every nine residents of San Francisco is a Netflix subscriber, he added.
I'm still an ardent fan of Netflix, even though I have trouble finding the time to watch all my movies.
-Chris
Posted at 09:08 AM in General IT | Permalink | Comments (0) | TrackBack
February 15, 2005
iPod and Me
About two weekends ago, I purchased my first portable music player, Apple's 20gig iPod. Since I finally got to use a $100 Best Buy gift card, I'm only out $200 plus tax.
I've been holding off on purchasing a music player for some time, because I never thought I would really have a compelling use for it. I really don't listen to music very often and I prefer tuning into a good radio talk show while driving.
After two weeks of playing with my iPod, I came to realize that my assumption that the iPod was just for music lovers was completely wrong. I just found a new tool for listening to wide range of talk radio programs, via podcasts and the iPodder software.
At first, I just manually downloaded mp3 files that I thought I would enjoy like the talk Steve Wozniak gave at Gnomdex 4.0 and Adam Curry's presentation at Bloggercon. I just stuffed these mp3's into iTunes and sync'd my iPod. After listening to Adam's talk, I installed iPodder and downloaded even more podcasts to sample.
This is just plain cool.
-Chris
Posted at 11:46 PM in General IT, Hardware, Software | Permalink | Comments (2) | TrackBack
January 31, 2005
Computer Consulting
(via Slashdot) Steve Friedl wrote a candid piece titled, "So you want to be a consultant?" His post reminded me of some of the points Grant Barrett made in his two part series covering freelance tech support, that I reposted.
I got a kick out of Steve's use of the term, Warm Fuzzy Feelings. He makes sense: Give your customer the warm fuzzy feeling. Or better yet, just take great care of your clients.
-Chris
Posted at 12:51 AM in General IT | Permalink | Comments (0) | TrackBack
January 25, 2005
Suing Your Customers
Stephen R. Walli writes about IP, patents, open source, and litigation in a piece titled, "When are you going to sue your customers?"
Customers have even been known to sue their vendors in specific situations when the vendor fails to deliver on the promise in a contract. Oddly enough vendors never sue customers in any sort of broadly applicable way. There is a really simple rationale behind this. Once a vendor sues a customer, they have essentially told that customer they never want that customer's business again. That might even be appropriate in a narrow situation where there exists some sort of explicit dispute between exactly the two parties. If however the dispute is over something like “patent infringement” that can easily be applied broadly to many customers, then all the vendor's other customers are put on notice that this vendor does not care about the relationship and continued business.
Mr. Walli even brings up the two suits SCO filed against its customers, Daimler-Chrysler and Autozone. I never really understood why they sued these two customers. This action makes more sense when your business model is not really selling products and services, but a "legal play to siphon money out of the system."
-Chris
Posted at 10:08 AM in General IT | Permalink | Comments (0) | TrackBack
January 19, 2005
Review of dmp3's Ripping Service
(via Gizmodo) LiveDigitally posted a review of a new music CD ripping service, dmp3. Like RipDigital, dmp3 will convert your music collection to mp3 on DVDs and/or an external hard drive. New features include personal in-home tech support and quick turn around time. Looks pretty reasonable at a $1.25 per CD.
-Chris
Posted at 05:28 PM in General IT | Permalink | Comments (0) | TrackBack
January 08, 2005
Netflix Offers Multiple Queues
(via Gizmodo) Hacking Netflix posted an in-depth review of Netflix's new feature of setting up different queues for each family member.
Netflix today launched a new Web site feature that enables customers to create up to five separate "profiles" for family members. Internally called the "marriage saver," this should end a lot of arguments over rental choices. The main account is the administrator, and new users can be added in the My Account section of the Web site. You switch between users by using the new profile selector in the header graphic.
I can see another use for this new feature, watching a DVD series without inconveniencing your regular movie distribution. For example, I just finished watching the six DVD anime series, Cowboy Bebop. Since I'm on the three (3) movies out plan, I carefully orchestrated my movie queue so I would only check out a single Cowboy Bebop DVD at any one time. That way, my wife and I could still enjoy two regular movies during the week.
-Chris
Posted at 11:19 AM in General IT, Movies/TV | Permalink | Comments (0) | TrackBack
January 07, 2005
New Tools for Tivo
(via PVRBlog) I'm glad to hear that Tivo just release additional tools to open the Tivo platform to third parties. This could get really interesting.
The three new tools are TiVo Video Publisher, TiVo Multimedia Web Services API and TiVo Service Integration.
In other new, I completely enjoyed my time off from work. I spent Christmas with family and friends and loved every minute of it.
-Chris
Posted at 02:48 PM in General IT, Personal | Permalink | Comments (0) | TrackBack
December 24, 2004
History of the Graphing Calculator
Scoble linked to an interesting skunkworks story about two software engineer sneaking into Apple Computers to work on their canceled software project.
There was one last pressing question: How could we get this thing included with the system software when the new machines shipped? The thought that we might fail to do this terrified me far more than the possibility of criminal prosecution for trespass. All the sweat that Greg and I had put in, all the clandestine aid from the friends, acquaintances, and strangers on whom I had shamelessly imposed, all the donations of time, expertise, hardware, soft drinks, and junk food would be wasted.
-Chris
Posted at 10:27 AM in General IT | Permalink | Comments (0) | TrackBack
December 15, 2004
Linux Consultants Making $75-$250 an Hour
I enjoyed Corinne McKay's piece on Linux consultants titled, "Linux consultants find a niche in growing market."
With Linux consultants reporting billings of $75 to $250 and up per hour, while working flexible schedules and freeing themselves from the strings of a large employer, consulting seems an appealing field to enter. At the same time, successful consultants stress that entrepreneurship requires a mix of skills that is often the opposite of what's appealing to a corporate employer.
Billing from $75 up to $250 seems like a pretty decent gig to me.
-Chris
Posted at 03:10 PM in General IT, Getting Paid | Permalink | Comments (1) | TrackBack
December 13, 2004
What are .DS_Store Files?
This morning I finally got around to researching Apple's .DS_Store files. I've notice these files on my Windows server, whenever I connect my powerbook to move files. I have found .DS_Store files on my USB thumb drives as well. If you use Apple's OS X operating system, you probably have these files littered all over your file system. The best explanation I found on .DS_Store file is listed below. (via TinkerTool)
The .DS_Store files are created by the Finder during its normal course of operation but they are invisible by default. The Finder will automatically put a .DS_Store file into every folder you have opened. These files are used to save the positions of icons, the size of the respective Finder window, the window's background, and many more view options. While professional users consider the .DS_Store files to be a design flaw of the Mac OS X Finder, a mechanism like this is necessary when opening Finder windows for exchangeable disk media to give former users of the classic Mac OS the same user experience they had in previous operating system versions. If you don't like to see the .DS_Store files, replace the Finder by a better file management application.
I located another site, Rixstep, discussing .DS_Store files with an Apple employee.
If you need a short script to remove these peevish files, try the one-liner I found on Macromedia's site.
sudo find / -name
".DS_Store" -depth -exec rm {} \;
-Chris
Posted at 12:25 PM in General IT | Permalink | Comments (7) | TrackBack
December 06, 2004
Knoppix Rescues
Kyle Rankin, author of Knoppix Hacks and a sysadmin, writes about a few of his Knoppix rescue stories.
As a battle-hardened sysadmin, I've seen a lot of broken systems (some I broke, and some were broken for me). I've carried a number of rescue disks, including tomsrtbt and the LinuxCare Bootable Business Card, but over the past year or two, I've started to rely completely on Knoppix as an all-in-one rescue disk. Below are some real-life accounts of how I've saved some broken systems with just my Knoppix CD.
Looks like I need to go pick up a copy of Knoppix Hacks for myself. I haven't played with Knoppix recently, but I did used it to get data off NTFS formatted hard-drive by booting up Knoppix and running the included ssh daemon. Very slick.
-Chris
Posted at 10:04 PM in General IT | Permalink | Comments (0) | TrackBack
December 02, 2004
Bosworth Doctrine
I'm glad Chad Dickerson brought to my attention Adam Bosworth's post which expounds the Bosworth Doctrine.
Software which is flexible, simple, sloppy, tolerant, and altogether forgiving of human foibles and weaknesses turns out to be actually the most steel cored, able to survive and grow while that software which is demanding, abstract, rich but systematized, turns out to collapse in on itself in a slow and grim implosion.
Around the office I follow a similar system I picked up in college, "Keep it simple, stupid." Choosing the simplest solution, even though it might not be the best, will work and make future troubleshooting easier.
-Chris
Posted at 10:30 PM in General IT | Permalink | Comments (0) | TrackBack
November 30, 2004
Perl Journal - Nov Issue Online
The Perl Journal (TPJ) released their November issue today, so I downloaded their PDF and printed out a hard copy. If you enjoy slinging Perl code, I would highly recommend a subscription.
I do wish TPJ would offer a slick paper magazine instead of having to download a PDF. I would be willing to dish out a few more bucks for the paper option.
-Chris
Posted at 11:23 PM in General IT, Personal | Permalink | Comments (0) | TrackBack
November 22, 2004
Starbucks Feels the Heat
According to this article in MobilePipeline, it appears that Starbucks is starting to feel threatened by other coffee shops that offer free Wi-Fi to their patrons.
I'm not sure that will happen any time soon, but John Yunker of Byte Level Research thinks it is inevitable. In his monthly wireless newsletter, John bluntly concluded: "The only question is when, not if, Starbucks will offer Wi-Fi for free." To which I can only add a hearty "amen, brother."
I love how the market can force people to reconsider their business practices without having to get the government involved.
-Chris
Posted at 12:44 PM in General IT | Permalink | Comments (0) | TrackBack
November 18, 2004
Four Million Emails a Day
(via Slashdot) Story on News.com.au reports that Bill Gates in the most spammed person in the world.
"Bill Gates (is number one) because he is Bill Gates. Bill literally receives four million pieces of email per day, most of it spam," Mr Balmer told a conference.
Think about that-- four million messages a day. That's 166 thousand per hour or just under 50 emails per second. Wow. That is just astonishing. I'd really be interested to hear what kind of equipment Microsoft maintains to handle that load.
-Chris
Posted at 02:35 PM in General IT | Permalink | Comments (0) | TrackBack
November 14, 2004
Lost Data Stories
(via Slashdot) BBC posted an interesting article on computer data loss.
While a large office was being constructed, a steel beam fell on a laptop that contained the plans for the building.
A female user placed her laptop on top of her car while getting in. Forgetting about the laptop, it slid off the roof and she then reversed straight over it as she set off.
Guess what folks, good backups can make your life a happier one. If you're like me, you won't realize this until you lose something important.
-Chris
Posted at 03:29 PM in General IT | Permalink | Comments (1) | TrackBack
October 29, 2004
Stack or Queue?
Jeremy asks his readers, "Is your email inbox a stack or a queue?"
I prefer a stack. I like to see new emails at the top instead of having to scroll down. If I actually kept my inbox cleaned up, it wouldn't be that big of an issue.
I found some great techniques for dealing with email overload in David Allen's book, "Getting Things Done." I purchased the audio version and listened to it while driving on a long car trip. David presents a ton of tricks for making your life easier. A sample of some of David's tips can be found on his site, www.davidco.com.
If Jeremy brings up Vi versus Emacs, put me down for Vim. :-)
-Chris
Posted at 01:12 AM in General IT | Permalink | Comments (0) | TrackBack
October 26, 2004
Last Wishes
LastWishes.com will e-mail your last messages to friends and family.
Since it was launched last October, the site has drawn more than 10,000 customers who've paid initial fees of at least $39.99 and agreed to annual fees from now till doomsday, all to get in the last word by text, photos and videos for their loved (and maybe not-so-loved) ones.Why can't I come up with something as clever as this? First I read about 19 yr old who successfully started mobiletracker.net making 55K annually in advertising. Next I'm surprised by LastWishes.com's 10,000 paying customers. Looks like I just need a good idea and a little luck.
-Chris
Posted at 09:29 AM in General IT | Permalink | Comments (0) | TrackBack
October 24, 2004
Not Enforced Silence
I really enjoyed a quote in Paul McNamara's column, "That Sun-HP Fight."
HP would be better served to heed the famous words of Supreme Court Justice Louis Brandeis, who, though he pondered free speech long before the Internet, nevertheless got it right: "If there be time to expose through discussion the falsehood and fallacies, to avert the evil by the process of education, the remedy to be applied is more speech, not enforced silence."I agree with Paul McNamara's position that HP should not have tried to litigate this problem away. They should have tried to beat Schwartz at his own game by publishing convincing arguments to win back their customers.
-Chris
Posted at 10:44 PM in General IT | Permalink | Comments (0) | TrackBack
October 22, 2004
Real Facts: Windows vs. Linux Security
(via NeoWin) Register posted a story titled, "Windows v Linux security: the real facts."
But what's the truth? For every claim there is, somewhere, a counterclaim. But until now there has been no systematic and detailed effort to address Microsoft's major security bullet points in report form. In a new analysis published here, however, Nicholas Petreley* sets out to correct this deficit, considering the claims one at a time in detail, and providing assessments backed by hard data. Petreley concludes that Microsoft's efforts to dispel Linux 'myths' are based largely on faulty reasoning and overly narrow statistical analysis. Even if you think you know this already (as we fear may be the case for numerous Register readers), we think you'll find it useful to be able to say why you know it, what the facts and the numbers really are, and where you can get the document to back up what you're saying.One can view Nicholas Petreley's report online or as a PDF.
-Chris
Posted at 04:28 PM in General IT | Permalink | Comments (0) | TrackBack
October 21, 2004
Netflix Drops Pricing
(via HackingNetflix) Netflix will drop their monthly rental fee effective 1 NOV 2004.
Our new pricing is as follows:We will automatically change your billing rate to the new lower price at the time of your November billing cycle. You do not need to contact us to get the new, lower rate.
- 2-at-a-time, 4 rentals per month: $11.99/month
- 3-at-a-time Unlimited: $17.99/month
- 5-at-a-time Unlimited: $29.99/month
- 8-at-a-time Unlimited: $47.99/month
Netflix recently increased their pricing in July '04 and now they plan on lowering their price below my original monthly rate of $19.99 (3 at-a-time). I'm not complaining.
-Chris
Posted at 10:42 AM in General IT, Movies/TV | Permalink | Comments (1) | TrackBack
October 18, 2004
Freelance Tech Support Articles by Grant Barrett
Grant Barrett gave me permission to re-post two of his tech support articles. Slashdot carried his two articles as well.
Sure, you have my permission to repost. Please make sure to link to my current web site in an appropriate place. Thanks for asking. Not every[one] would (or has).
Grant
Grant's current projects include Double-Tongued Word Wrester and American Dialect Society.
-Chris
First Article by Grant Barrett
By Grant Barrett @ World New York
This is the first article concerning why and how technically oriented but unemployed individuals should consider offering freelance technical support. The second part is here.
...
This article by the New York Times suggests that people are becoming technically adept by necessity, and that, as happened with radios and automobiles, eventually all technology will take care of itself and be as mindless to operate as toasters are today.
I see that day as decades off. Computers are still complex to make, complex to learn, complex to integrate with other gadgets. More importantly, they still have more than one knob or lever. Until that day of machine self-reliance, I see a golden opportunity: an under-served market waiting for the ambitious to step in.
The following is a small excerpt of a manuscript, modified to suit this topic.
...
Technical Self-Employment Is A Fat Paycheck Waiting to Be Pocketed
Last year, at a Christmas party held by a client of mine at a very nice restaurant in Manhattan, I ran into a friend of a friend. I don't know him well, but we've socialized once or twice, and have had solid geek conversations in the past. He does Active Directory management for big corporations.
I should say, he used to do that. He's been unemployed now for more than a year.
After we shook hands I could see his face change from a friendly howdy-do. He dropped down into commiseration mode: the corners of his mouth drooped, his head ducked, he took a Hapsburg stance--his feet angled, his left foot perpendicular to his right, heel against arch, his torso yawed a few degrees off center, his hands lightly on his hips--and waited expectantly.
I knew what he wanted. I make my living with private computer consulting: client-site tech support, mostly, but pretty much any of the little computer-related tasks small businesses have. I knew he wanted to talk about the tech business. And he wanted me to start, so I complied. "How's business?" I asked.
He jumped in according to the script. "Oh, it's not been going well at all. Awful. I've been out of work. I can't find anything. How're you doing?" He anticipated a long bitch session of headhunter mistreatment, interview mishaps, finicky clients, resume failure. He relished the chance.
"It's great," I said. "I've got more business than I can handle. I'm giving it away. I've probably handed off or turned down enough business in the last six months to employ another person full-time. In fact, I've just turned over a second $30,000-a-year piece of business to another tech so I could concentrate on other clients."
He looked at me in amazement. His eyes bugged out. I saw doubt, then self-doubt, there, and eventually he just walked away.
My theory: If you are reasonably adept at using or setting up a computer, there's no good reason to be unemployed.
Forget the boom-time Nineties. They're gone. I'm sorry. I really am. It was a fun ride, but the roller coaster is closed and the "you must be this tall" sign has been replaced with Tornado fencing topped with razor wire.
This is a hard lesson to learn, even this far into the recession and this long past the bubble. In posts on Slashdot, in discussions on Usenet, in many conversations with professional peers, particularly those in New York, London and San Francisco, I find again and again that the main barrier to re-entry in the work force for many people--not just technically-oriented folks--is a reluctance to admit that things will never be quite what they were. It's pride, mostly: they have difficulty reducing their expectations.
-- Boom-time paychecks are no longer. They were gold-rush prices in a seller's market and bear no relationship to the current reality. If you want to work for a large corporation, you will have to take a sizable pay cut. You are not being cheated: the prices go according to the market, and the market is awash with qualified candidates.
-- When working full-time for companies, you can no longer expect to learn part of your job after being hired. You need to know it before. Technical skills acquisition is now more something you do on your own rather than learn as part of your job.
-- Job hop-scotching should be scotched, not the least for your own protection. Expect to keep your job for two or more years, rather than the six to 18 months that were more common for technical professionals in the Nineties.
Each of these points is moot, however, if you go into business for yourself doing freelance computer technical support.
But I Don't Do That
Another barrier to re-entry in the market is a misunderstanding of what kind of talent tech support work requires.
From talking to other techs I know my experience of entering the tech support world from a non-tech field is not unusual. Most of the good techs around me entered into it from a non-technical arena: they have literature or philosophy degrees, have worked as elementary teachers or restaurant managers, and each of them, every one, has a lot of outside interests that have somehow brought them into regular contact with computers. Incidentally, that other side of them, the non-technical side, has given their work a personal flavor that makes them likable to their clients. Not chops grilled on a heatsink, but I think you see my point.
Perhaps you've been struggling for years to make your family understand that when you work with computers, you don't exactly going around installing printers or troubleshooting DSL connections. I'm a programmer, you said, or, I build web sites, or, I'm an information architect, or I'm a graphic designer who uses a computer. I'm white collar, you explained. I don't ever get down on the floor under the desk and mess with the fiddly bits.
But now that you're out of work, perhaps you should be installing printers and DSL connections. That's what I'm proposing: that if you need a paycheck, that you get into freelance tech support. Become the tech support person for your friends and family. They've been asking for your help. Make it a business. Charge what the market will bear. It can become the core of your new client base, and the core of your new income.
Qualifications
Are you qualified to do freelance technical support? If you're a programmer or web site developer or project manager, perhaps not immediately. But unlike the jobs available through corporations, this is the kind of work you can learn as you go along. As a person with some sort of technical aptitude you are, even if you were a programmer or engineer or a technical writer, already substantially more qualified than the average computer user. You already have an understanding of the underlying technology. You can learn more. You should learn more. It is work which you can do.
Myself, I do not have a single bit of certification. Everything I know I learned on the job, from books and the Internet, from other techs, and from making a lot of mistakes.
Forget the certifications for now. Forget classes. You don't need them to get started. They are ghost barriers.
The key is to know more than the users. We have got to accept that we will not soon reach a point where computer literacy, even mere functional computer literacy, is high enough to make common technical support unnecessary. There will be for many, many years someone asking how to set margins in Word, burn a music CD, email photographs to the grandkids, hook up a printer, etc.
It's Not For Me. Sniff
I know I'm basically a computer plumber: the same repetitive tasks over and over. It's blue collar work. It doesn't sound nearly as fancy as "information architect."
But I'm not too good for it. You're not too good for it. Suck it up. You are not above it. It's honest. It's widely available. It pays well. When I hang out with my friends, I look around the table and I see people who are unemployed, underemployed, moving back in with their parents, flat broke, even bankrupt. I have none of these problems. I have a job. I can pay my rent and my student loans and see a movie in the theatre when I want.
It's Not Really What I Want To Be Doing With My Life
I never really believed in the dream job. Po Bronson's book What Should I Do With My Life? addresses a question which may not need answering. I am of the school which believes a non-fantasy job which pays well and doesn't require I work weekends is a great tool for subsidizing everything else I like to do: restaurants, movies, trips overseas, dating, books, writing, writing, writing. Inversely, a fantasy job which pays poorly can compensate by being intellectually rewarding, or life-affirming, or adrenaline-pumping, etc.
Anyway, who says freelance technical support isn't a fantasy job? It pays well. I work when I want: I make my own schedule, leaving room for emergencies or last-minute client requests. I sometimes leave a couple hours free in the afternoon to sit in the park and read. I can choose my clients; at this point it's become cherry-picking, where I can retain the most desirable clients and pass the others along to friends, or even just refuse the business outright. Naturally, I pick personable, funny, creative clients who like me.
What I'm telling you is that there is a need for freelance tech support folks across the United States. Those requests you've been getting for help from family and friends all these years are the evidence of a latent, largely untapped market--actually two: home users and small businesses. You might be saying right now, I don't do that. Technical support is not for me. Well, do you need a job? Money? Well, then maybe technical support is for you.
A good deal of the whining I read concerning disappearing tech jobs claims they are headed for China and India. Sure they are: the numbers are irrefutable. But only certain kinds of jobs, and they're almost all jobs at large corporations. But left behind are still hundreds of thousands of computers requiring technical support. The computers in homes are staying put. The main corporation office based in Atlanta, no matter how much of its business it has moved to Bangalore, will be staffed by people who use computers at work and use computers at home. The small print shop down the street, the butcher, the baker, the candlestick-maker, none of them are leaving. Those are the people who will pay you to help them with their computers.
The market for tech support is basically a pyramid. At the pinnacle are the very large companies with many employees who are willing to pay the most for support. This is not your market. That belongs to EDS. Below them are the second-tier companies with fewer employees and smaller budgets, but still not your market. Your market is composed of the next two tiers down, two very broad tiers: small businesses and home users. Which is suitable for you depends upon where you live, what you know, and your temperament.
Home Users
For someone who has no real experience with technical support, but who does have an underlying skill which comes from other technically oriented jobs, working with home users is basically a cinch. Their needs are simple. Odds are there are fewer deadlines, so you can take your time in solving their problems, and same-day visits are less likely to be required. If you charge a flat fee for a service call, you can take as long as you want and perhaps learn on the job.
For home users, you will be doing the same tasks over and over. A downside is that this is boring. An upside is that after you've done it enough times, you become so good at it you look like a hero. I'm not saying that any home-bound housewives or househusbands are daydreaming about a fling with computer geek like they might with the washer repair-person, but looks of gratitude are a good start, and you'd be surprised how many people tip.
But if your business progresses, you may find it to your advantage to leave behind those home users. There are several reasons why home users are just a starting point.
First, they offer little repeat business. Home users are generally one-offs. They tend to have just one or two computers, and need you rarely, and for short periods. The time spent simply getting and managing the business of home users is high. Repeat business is more efficient.
Second, they tend to be very annoying. If you bill by the hour, home users watch the clock like it's a television. They'll hover over you as you work. And they'll decline to have you do very important things, such as update three-year-old virus definitions, because they don't want to pay for your time. (And that's why I recommend a flat fee for home visits).
Third, while home users have a tendency to pay on the spot, they also have a tendency to dicker. This, combined with the one-off nature of home users, makes it difficult to moderate your income so that you can count on some sort of weekly average income.
Finally, home users are generally the least technically adept users found anywhere on the planet. I read that computer illiterate children in rural India were able to figure out the basics of using a computer within a few hours. I don't doubt those children are more adept than your average American home user. You will no doubt encounter those legendary users who think they have a touch-screen computer, just like an ATM, or who search for "hotmail" on Yahoo every time they want to find the link to check their mail. If that last sentence seemed reasonable to you, I would encourage you to consider selling Grit subscriptions instead of finishing reading this document.
Small Businesses
After finding your sea legs with the home users, small businesses--by my definition, companies which have from five to 25 employees--are those which you should be targeting. The money is better. There's more work. The clients aren't quite so money-conscious. And they're more likely to be technically adept.
The only downside to small businesses is that they sometimes conveniently forget that you aren't on staff. They make unreasonable demands upon your time, and that can make it very difficult to adjust your scheduling.
The small business market is very, very large however. The number of small businesses in the United States in 2000 was more than four million. That's firms, not individuals. That's your target. Each one of these companies, unless it is a tech-oriented company, may not have the resources or the interest in having a full-time person on staff. They need someone part-time.
The Competition
You're not going to get every client you try for. Some of them you'll lose to fellow techs. That's fine. But you'll also be competing with third-party support companies--companies with staffs, offices, secretaries and incorporation papers--who are reaching outside of their market, that second tier described above, and down into the third and fourth tiers.
I don't really consider these companies competition for what I do, even though they try to be. One sign they are reaching below their true market is that they tell you that the market is saturated. It is, for their niche. Here's why:
Many of these companies started out as I am, a single individual trading upon his skills and reputation to acquire a list of clients, something akin to a doctor developing a practice. At some point, as I have found myself, it becomes evident to each solo tech support person that there's more business out there than they can handle. They begin to envision in their minds a larger operation, in which they hire staff to do the work, paying the staff perhaps half of what they're charging the clients, and thus being able to take on the additional clients they might otherwise have to pass on. Of course, they hope to make a killing in the process.
For me, the evidence that this is a bad move is clear. In order to take on that additional staff, and pay for incorporating, lawyers, accountants, office space, and other administrative costs, such a company would have to raise its rates. It's a fact: most of these large companies charge double or triple what I charge my clients, for the same work. So basically, when rates are raised like that, they price themselves out of the very market which made them successful. But still they try to reach down into that market.
It's a very delicate financial balance. If a tech support firm charges its clients too little, then it cannot afford to hire sufficiently qualified technical staff. Business suffers from poor service. If such firms charge too much, then they lock themselves out of a large part of the underlying market segment which, while it has real technical needs, simply will not or cannot pay for expensive support.
My basis for this conclusion is the amount of business I take from such third-party companies. The client complaints are almost always the same: "I just couldn't see what I was paying for when most of the work involved installing software and moving computers. I can't justify paying $220 an hour for that." It's only the larger companies, where the invoices which result from doing such work rarely cross the desk of the person in charge of getting it done, or where there's a "it's not my money" attitude, which can and will usually pay such high rates.
The way I perceive it, a chart of clients' willingness to pay would match the market pyramid described above. A thick base of cheap bastards which nobody wants as a client on the bottom, and money-is-no-object Richie Riches at the pinnacle. Our target as individuals offering freelance technical support is somewhere just above the cheap bastards up to about the lower end of the middle one-third of the pyramid. The larger tech support companies are only capable of acquiring clients in the middle one-third up to the pinnacle with very little overlap of our strata of the pyramid.
What we're doing, then, is taking advantage of the higher volume of lower-paying clients. We can do that. As individuals with little overhead, we can support ourselves with clients who are willing to pay $50 to $100 an hour, while a larger company simply cannot survive on that.
Do the math for a minute: Let's say you work 20 hours a week and charge $50 an hour. That's a $1000 a week. That's $52,000 a year. Now, you'll pay taxes out of that, perhaps up to 40% depending upon where you live, and your own insurance, and other costs, but it's still a respectable income. If you itemize your deductions and hire a sharp tax advisor, you can avoid an unnecessary tax burden. Even in New York City, one of the most expensive towns on the planet, you can live decently on that money.
And the truth is, you'll probably charge more than that and work more than that. But don't get greedy. Don't burn out.
Another reason why we as freelance technical support consultants are distinguishable from the third-party companies is that we are more capable of developing a personal relationship with the client. Our clients get the same tech person every time. There are no layers of bureaucracy for a support request to go through: when they call, they get us, not a receptionist or a first-level help desk staffer.
A Tangent
A couple summers ago, during a break from university, I took a job with a third-party firm. They were a Windows-oriented company with four million dollars in venture capital, looking to tap into the Macintosh technical support market. The pay was dismally low, but since it was a summer job, and a new company, I figured it might be the perfect three-month opportunity.
It was a disaster. The company was run by two MBA types. They spewed jargon. They sounded like Dilbert: The Reality Show. They lied about many things, such as about how many current and prospective clients they had. That was fine. They were transparent liars, anyway, so it was the same as if they hadn't lied, since I knew the truth.
Our business relationship didn't last long. The three of us went to a small design shop in an outer neighborhood. It was run out of a beautiful old house on a wealthy street. There were seven employees, all using Macs, with a Canon Fiery system and a small server setup on an iMac. They had a nice client list of some high-profile clothing brands.
My two MBA geniuses went full-frontal Wall Street. "You don't have a firewall! Viruses! Hackers! Bubonic plague! You don't check your logs! Errors! Crashes! Updates! What! Ten base tee? No! Switches! RAID! Tee one! Fiber!" It was an ugly chorus of fear, uncertainty, doubt and money.
While they were supposedly getting to know the boss and to make a pitch for general services, my job was to assess the current technology in preparation for writing a detailed proposal.
It looked like a pretty standard artist's shop. Nice people, in that arty way, using Macs with all the standard design packages. While my two bosses and the owner of the art shop talked, the creative director and I chatted and wandered into another room where he showed me some font problems he was having. I recognized the problem, we cleaned it up, downloaded a free patch, and he was pleased to have everything working as it should. We also discussed a good way of indexing the contents of his compact disc data archive.
We went back in the other room. Death and Destruction were finishing their prophecy of doom by promising to return with a proposal for new equipment costing tens of thousands of dollars, which would put in place a firewall, a level-five RAID file-sharing system on a four-thousand-dollar server, and new network switches. It would also allow us to remotely check the logs, alone for which they were going to charge hundreds of dollars a month.
Hey, the creative director told his boss, we just solved that font problem! It works great. Plus, I think we have a good plan to find old files on the compact discs.
I got weird looks from the MBA geeks.
We shook hands all around and the Gecko Brothers and I went out to the car.
"What're you giving away work for?" one of them said.
You've got to be kidding me, I said. They weren't.
Look. Let me be frank. You don't know what they hell you're doing. That's not how you treat these kinds of people. They have seven employees! Seven! How in God's name do you think you'll ever get them to agree to thousands of dollars of new equipment? New equipment they don't need. It's a bigger burden than a small company like this would ever want to bear for the thin reasons you gave. Not to mention hundreds of dollars a month in vague services. Log-checking for them? Please.
"We know what we're doing. We didn't get the VC money for nothing."
No, sorry. I elaborated.
They were targeting the wrong businesses. Creative businesses like that don't respond to those tactics. They just don't. I did more good with the art director than they did with their threatening and bluffing with the office manager over a conference table. She wasn't even the true decision-maker; the creative director was. And how could they propose all this new equipment when they hadn't even read my report yet?
They were ganging up on me, trying to interrupt, turning red and nearly shouting. "Report, then! What do they need?"
I said, Nothing. Nothing but hand-holding. There's nothing wrong with their current setup. I might spec a higher-end file server, but there are no immediate needs. You'll land this client because they trust you, not because you make them afraid. You'll make money because they trust you over years, not because you gouge them on the first visit.
Close Tangent
That's still how I perceive most third-party technical support firms: they target companies below their viable target market and try to coerce technically deficient decision-makers into expensive and unnecessary solutions, because the tech support firm has to support its unnecessarily high overhead. It's no coincidence that a lot of these third-party companies also are hardware dealers. They spec completely inappropriate equipment, convince the client they need it when they don't, and they tack a premium onto the equipment, a premium forced by unnecessarily high overhead. I have a thousand such stories I could tell. Here's one:
I got a call from a small clothing store, a referral from a mutual friend. They have three computers and a little wireless network hooked up to a DSL network. Very simple.
"I called you because I just wanted to get a second opinion. Our current company is recommending we replace this computer because it's about to die. But it's a lot of money so I thought we should get a second opinion."
It was a lot of money: the replacement setup was top-of-the-line, more than seven thousand dollars, including more than 200 GB of hard drive space and large LCD screen.
"What did they say was the problem?" I asked.
"He said there were inches of dust on the motherboard and that it could go at any moment."
I silently opened the case and looked in. Nothing scary. Okay, there was a light dusting in all the expected places, but not inches of dust. Certainly not enough to be a problem. And there was no indication it had ever been cleaned: if it had been, it would have been within the last week, and in that instance it should have been pristine inside. But it looked like just the amount of dust which would have normally accumulated over the life of the machine.
So she was lied to. I let her draw the conclusion for herself. I showed her the inside of the case. It took her a second to comprehend. "So it's not going to die," she stated flatly.
I shook my head.
"Then why would they tell me that?"
"Well," I said, "I couldn't say for sure, but who were you going to buy the new equipment from?"
"They also sell computers, they said..." She trailed off. The clothing store has been a client ever since, and years later, that "about to die" computer is still chugging merrily along.
Second Article by Grant Barrett
By Grant Barrett @ World New York
With A Fat Paycheck Comes Fat Responsibility.
This is the second article concerning why and how technically oriented but unemployed individuals should consider offering freelance technical support. The first part is here.
...
A few years ago I left my job as IT Director (rather, my job as the entire IT department) of a 65-person advertising agency to return for an undergraduate degree at Columbia University. Doing that job had been the end result of years of second-hand computer experience gained as a journalist, radio announcer, desktop publisher, art director, technical support contractor and a staff tech manager.
My intention was to lay a foundation for a fresh start outside of the tech world. At Columbia I took a French degree, using the humanities to balance my geek aspect and giving me a good reason to spend a year in Paris. But during the years I was in school, good paying jobs in my preferred non-tech fields seemed to disappear. We were back to where we had been in 1993: high unemployment, a weak economy and a fragile employment framework.
As graduation approached, I sent dozens of resumes a week in application for non-tech jobs, with custom cover letters for each one, each document carefully edited and looked over with a pedantic eye. I applied to jobs in non-tech fields for which I was capable and qualified. My resumes were solid, but nobody was biting.
So I went back to applying for tech work, and re-wrote the resumes for full-time tech jobs.
Still nothing. Well, one response: an American gaming company with offices in France sent me a very polite thank-you note of refusal. That was it. The rest didn't even fire off a "bite it, loser" form letter.
To tide me over the weak period, I put out feelers to my friends, former coworkers and past clients. My network of professional acquaintances had grown moribund for the three years I was in school and in France, so it took a couple of months to revive. Lunches. Coffee chats. Office drop-bys. Parties. Lots of "What's up?" emails to old employers and remote acquaintances.
I ordered a stack of really cheesy business cards from an online service, which, no matter how cheesy, were also really cheap and had all my contact information on them. "Freelance Computer Support" they said. I gave them out like toothpicks in a diner.
Clients seemed to like the cheesy cards: they weren't too slick. They were functional, and utilitarian, and sober. They didn't look like the work of someone who really wanted to be a graphic designer but was only settling for doing computer support.
A former boss used to toss me a few hours here and there while I was in school, so I called him, hoping for a project or two. But the company he worked for had suffered massive hemorrhaging: layoffs of more than 50 percent of the 300-person staff, the IT department reduced from a high of nine employees to three. Two satellite offices were closed and a hiring freeze was put into place. He said he had nothing for me, but promised to ask around.
Through him, I landed a temporary gig as a fill-in head of IT (with a staff of one intern) at a small company of about sixty employees. My job was to put the shop ship-shape, streamlining the systems and regularizing everything after the departure of the sixth such IT head in three years.
For three months after that ended, I barely worked. I would spend hours a day trolling the job sites, reading the job alert emails--as many as seventy automated agents reported to my email box each day, passing along hundreds of help-wanted postings which matched my keywords, featuring jobs from two continents, in three languages, and nineteen different fields. I customized cover letters, resumes and emails, printed and enveloped and labeled and stamped, then tramped off to the post office to send the product off into the void with a pat and a kiss, or crossed fingers as I pressed the "return" key to send the queued email messages of application.
My outgoing email box glowed white-hot with over-use. The "responses received" folder was a desert.
My situation slowly changed through seeds I had planted months before. One of my networking attempts had been to call up an old client to shoot the breeze and ask how were they fixed for technical support. He called me much later: As a matter of fact, he said, they were shopping around. They had appreciated the work I had done for them in the past, and so after a lunch with the partner responsible for technology, we renewed our relationship. Ten hours a week, fixed. It was a start.
So that was how it was going to be, I decided. If I couldn't find a whole job at one company, I'd have to piece one together out of whatever hours were available at multiple companies.
It turned out to be just the answer.
What I do for a living is private computer consulting. This is a highfalutin way of saying "freelance tech support." I help small businesses with their computer problems. I'm a generalist: I tackle just about anything, although I shy away from cable pulls and down-and-dirty hardware repairs that require soldering guns or ohm meters. I specialize in end-user support. I target small businesses, usually with fewer than 25 people. I have more than 24 clients. I work from 50 to 70 hours a week. I handle all my own client acquisitions, marketing, billing and the support work itself.
While others around me are un- or under-employed, I had a great year in 2002. This is part two of my proposal explaining what I believe it takes for you to achieve the same thing.
In the last article, I basically cheer-leaded the dispirited by trying to convince them that there was an opportunity to be had, that, with only slightly better-than-average computer skills, out-of-work folks could take a shot at building a freelance technical support business. I also talked about the available market segments, home users and small businesses. I also talked about why third-party tech support companies are not serious competition.
In this second part, I will talk about knowing if this work is right for you, marketing yourself, learning on the job, handling and educating clients, managing the business, the temperament required, and the negative aspects of the work.
Thanks to a good and proper Slashdotting (which is somewhere between a reaming and someone tossing your salad, although the traffic was still less than when World New York was mentioned on the television show Martha Stewart Living) and the traffic resulting from links to this article from dozens of other sites, I know that people are very interested in learning more about doing freelance technical support for a living.
There were several pieces of good advice I had not considered on Slashdot, so I've added them into sections of this document which were already written, with proper credit and links where necessary and appropriate.
Am I Good Enough to Do This?
One of the questions most-asked by people who read the first article in this series was, "How good do I have to be?" Another was, "How do I get better?" These two are linked, so I will treat them together.
At the start, to be good enough is to be better than the client. But being good also has plenty to do with a way of thinking and working. I've covered some of the working issues later in this article, but there are a few other characteristics I think a good tech should have.
You need to be able to agree with a lot of these questions:
— I almost always solve my own computer problems on my own, or as the result of my own research.
— I talk with colleagues all the time so we can share ideas, about tech and non-tech matters alike.
— My friends, coworkers and family often turn to me for help with their computers and peripherals.
— My own computer probably would work very well if I didn't keep installing alpha, beta, development and trial software on it all the time.
— I've totally hosed my own computer a number of times because I just wanted to see what would happen when I...
— I have been known to spend hours on solving a problem, non-tech and tech alike, without growing bored.
— My home is littered with electronic gadgets and computer-related devices.
— I spend as much or more time on the Internet than I do watching television, and very little of that time is spent on chat.
— I can usually quickly find what I'm looking for on the Internet.
— I read constantly, and just about everything.
— I rarely have a problem explaining myself.
— I am somewhat sociable, but I can work for long periods on my own, too.
— I'm friendly but not garrulous.
— Although I hate the term "self-starter," that's what I am.
— I believe all computer peripherals and devices are hot-swappable unless someone else is around.
— I have never impersonated someone of the opposite sex in an AOL forum.
— I only keep my AOL account so I can more easily get my email from any web browser anywhere.
— I get a lot of spam, but I block or filter most of it, so it's not an issue for me anymore.
— I never read the manuals when setting up new electronic toys, but only later, when I'm sitting around bored with the toy, just to amuse myself.
— Unix is like a lover to me: I don't understand it very well, and it makes me angry sometimes, but I am still in love with it.
— I have some computer books on the shelf, but I only use them as references, not as literature.
— I see nothing wrong with strapping a wireless PDA with GPS to the dog so that we can log his roaming patterns through the neighborhood.
Are you satisfied with your number of "yes" responses? Do you feel like you have a strong inclination towards discovery and investigation? If so, carry on.
Learning More.
One down side of being a freelance tech is that you have to create your own support network. You don't have coworkers to turn to if you need another brain on a problem. Many of your answers are online: consider the Internet the online lobe of your brain.
It's up to you to decide if you're ready to learn more. Building on what you know is the key to making this work, and the Internet is one of the methods.
— You should be reading the tech sites appropriate to your specialty every day. There's nothing quite like that uncomfortable feeling you get when a client says, "What do you think of the new XYZ?" and you don't know what they're talking about. Ask your tech-oriented peers and colleagues what tech sites they're reading and take them up yourself. It may seem like a cinch to include Slashdot on this list, but you'd be surprised how many techs don't read it, or aren't even registered. Sure, there are a lot of bozos and doofuses hanging out there, but if you keep your comment-viewing level at least two points or higher (I use three points), many of the comments are loaded with new ideas and insightful analysis.
— Keep up to date on system patches, updates, new releases, common problems with new releases and hardware, etc. Just know they exist. You do this by trolling the discussion forums for major vendors, and by checking other sites which specialize in collating this information. This is crucial: it's easy to fall into the trap of learning only what you need to solve the problem at hand, but then you leave yourself with spotty, unsystematic knowledge. Sometimes just knowing that other people are having a similar problem is enough to give you hope that a problem is resolvable. And it makes proposal writing much easier if you've got a general idea of what kinds of products the market is pushing.
— You need to master the art of the search, and then put that mastery to use on Google and other huge search engines. Too many people don't know how to exclude unwanted search results, leaving them with hundreds of thousands of useless pages. If you're good, you never have to look beyond the first page or two of results. Knowing about phrase searches is useful, too: just type any vaguely unique portion of an error message inside of quotes, hit search, and you're bound to get pages where other folks have dealt with that error.
— The tech magazines are largely a waste of money, so don't bother with them unless you get free subscriptions.
— Discussion forums and email lists. Many discussion forums and email lists are not indexed by Google or other search engines, so it's up to you to find the best forums where the newbies don't seem to dominate. You can usually tell if the newbies are ruling because there will be hundreds of questions posted but no answers, except for a endless variations on "me too!!!". You need to find forums where the long-timers and the pros don't respond with "RTFM, newb!", where answers appear to be thoughtful and generous, giving more help than the questioner needed. The best forums are usually heavy with posts which start, "I just solved a problem and want to share the answer in case anyone else has the issue" and "This one is for the record." Once you find sites like that, hang on to them. That's where you'll get your questions answered when you've exhausted all other options.
— Flip through the computer catalogs you get in the mail. Just read what catches your eye. That little bit of information gathering is gold when it comes to talking casually to clients about upgrades or proposed new purchases: many of them will buy what you recommend on the spot without any extra research or a written proposal. This means you should really have your act together, or else you'll be installing and supporting a sub-standard solution you yourself just happened to mention.
— Learn to string solutions and results together. One BSD project I worked on had a very small problem which required me to consult more than 40 web pages, and it was the conjunction of answers found on many of these which solved it. There's no single secret magic site with all of the answers. You have to find the bits of knowledge piece by piece. And by God, don't just bookmark the sites: Save the text to your hard drive if the content is static. Even the Google cache expires eventually, and content drops off the Internet every day, like ships off the edge of the Earth. How many times I've lamented not saving a page as text...
Whoring Yourself.
But the number one question from all direct respondents to the first article was, "How do I go about getting clients?" The answers are easy and obvious, so at first guess, you might dismiss them as too easy or too obvious. But the easy ways work.
If any of these marketing methods strike you as cheesy, you need to put that cheese on crackers and carry on. The cheese works. One client here, one client there, before you know it, you've got a full roster. Then you can pull back on the self-marketing. In the meantime, you need to take every opportunity to push your business.
Business Cards.
You must have business cards. Make them simple. Don't do them on your home printer, unless you're really, really good at it. They need to look and feel professional: opaque, clean inks on heavy stock. Make them memorable: they need the words "COMPUTER SUPPORT" in huge letters somewhere, with all your phone numbers and contact information. Don't disguise the business card as a calling card. It's a business solicitation and people need to remember that. Forget logos: you're not IBM and you never will be. No slogans: "computer support" is all the client needs to remember about you. You're not Nike; as a one-man operation, you don't need to do branding.
Black text on a white background is fine. You're not meeting the Queen, you're getting business. Nobody ever said, "Wow! Vellum! Indigo ink! Hire him immediately!"
I recommend against raised lettering, but some people like it. To me, it's like super-sized fries: only 39 cents more, but do you really need that extra?
Human Networking.
Most of my early clients came from plumbing my personal network, as described above. Contact absolutely everyone you know or have ever known. I'm serious. Friends, family, coworkers, ex-coworkers, bosses, ex-bosses, ex-wives, in-laws, and ask them, kind of demurely, sheepishly and apologetically, "Do you have need of computer tech support? Do you know someone who does?" It's that simple. Don't be a used car salesman about it: you can't make someone need your services; either they do or they don't, and they'll know for sure.
Of course, some of your first calls will be from family members who are trying to help you out. They'll probably say something like, "Is there any way you can speed up my computer?" or "There are a lot of files everywhere. Can you straighten everything up?" or "I just want a checkup."
After a while, the personal networks run dry; any Amway dealer can tell you exactly how limited friends and family are as a network for sales. But if you do well on these first few calls, other people will start selling your services for you by giving out your name as a referral.
Don't forget that your personal network isn't just people who you would have over to the house for dinner: it's absolutely everyone you meet. When you meet new people and they ask what you do for a living, have business cards at the ready. Don't be pushy, but get them on your side. Be a little hesitant and say something like, "I don't want to be a glad-handing weasel, but I'm striking out on my own in computer support and trying to land a few more clients. Do you know anyone who needs some help?"
People will take your cards: either they'll feel sorry for you, or they'll need the service themselves, or they'll want to seem helpful, or they want to shut you up, or they'll see you as someone yanking on your own bootstraps, an action which calls to the deep-seated belief of most Americans that someone who is working hard and attempting to be a self-made success is admirable.
Any way it goes, give those cards out, a half-dozen at a time. Try to run out of cards: they're doing you no good in the box. Get them out the door and into the wallets and pocketbooks of other people. Then, when somebody has a computer problem, as they inevitably will, your card will be at hand. It really does work that way: happens to me all the time that I get a call from someone who has a card I put in their hand six months ago.
Since networking is about making sure that everyone knows you're available, change the sig file on your email to include your business identity, even on those emails you send to friends and family. Include the same sig on posts to discussion forums and bulletin boards.
Change your answering machine and cell phone voice mail answering messages: Don't pretend to be a company, but say something like, "Hey, this is Monkey Boy. I'm probably out handling a computer support call right now, but leave a message and I'll ring you from the field as soon as possible."
Everyone, absolutely everyone, needs to know you're building a business, and they need to be reminded regularly.
Classified Ads.
To further increase business when I first got started, I took out an advertisement in a local alternative weekly, about $300 for five lines and three weeks. It read more or less like this:
Small Business Computer Technical Support
Mac, Windows, DSL, Upgrades
Networks, Small Office, Home Office
Excellent references, suitable rates
Call XXX-XXX-XXXX
Not the best ad ever, but not bad: it covered the themes I felt were important.
There were just five responses: one from a potential client, one from someone who wanted me to hire him, and three from other newspapers asking me if I would also place my classified in their papers. Fortunately, the potential client became an actual client, and the first week's revenues from it paid for the advertisement. But despite this, I couldn't help but feeling that the advertisement was a failure.
[This bothers me a great deal, actually. Many of my past years have been spent working in various capacities for newspapers and advertising agencies. While I have no doubt that advertising helps promote a product or cause, it's always been a burr under the saddle of clients to quantify the response to their ads. It's one of the reasons why novice advertisers like coupons: they think that will help them gauge the effectiveness of their advertising dollar. And it's one of the reasons newspapers and advertising agencies hate coupons: people who send in coupons are but a small sub-set of people who read and/or respond to an advertisement without clipping on the dotted line, and branding and image-building are not taken into consideration at all if one considers only a coupon return rate. Coupons are really just a testament to the ability of the staff of the newspaper or ad agency to use scissors, write with different pens in different handwriting, and mail the coupons from the homes of their in-laws.]
The classified ad seemed like a wasted effort, but I did get a client out of it, one which ended up being one of the $30,000-a-year clients I mentioned in the first article. So as a larger part of promoting your new business, classified ads must be considered. Longer runs in the back of alternative weeklies will likely pay off more often than short runs in expensive dailies, and, depending on your budget, should be a part of your marketing campaign.
I also put numerous ads online on free classified sites, but they returned absolutely zero response. Perhaps you might have better luck, but it seems like a gross waste of energy to me.
The Interwebnet Cyberhighway Thingy.
At the time I was building my client roster I had a domain name which I've owned for more than four years and have played around with as a weblog. Since I was paying the hosting bill anyway, I decided to post an advertisement about my services on the site. The page listed my skill set, companies for which I had worked, the services I hoped to perform for potential clients, and the answers to a few questions which visitors might be asking themselves when looking for a tech support person.
I double-checked my spelling and grammar, and made sure it did not look like it was designed in 1994 by a 12-year-old. Few graphics and browser compatibility were my watchwords. It had virtually no MBA- or marketing-speak. Only the skill set was jargonized, by necessity, so that more advanced clients searching for specifics would be more likely to have my page turn up.
The end result is that after the site was indexed by the major search engines, I received, on average, three calls a week from potential clients, translating into about four new long-term clients a month. For a company, three calls a week is nothing. For a one-man operation, it's more than enough. My site, selling only my skills, effectively made a profit, and has long since paid for all the hosting fees I've ever spent for the site and the domain name.
Those calls come in because my page tended to come up higher on search engines than any of the larger more full-service tech companies in town. ( I write "tended" because I have since taken down the page, as I am no longer accepting new clients). You might think that big companies would take some care with their web sites, but they don't.
A large part of this is due to inattention on the part of the large companies' web designers. Some of the sites are all Flash. Some are mostly graphics. ALT tags are missing. They have lame TITLE tags, and lamer link names. Metatags, now out of fashion but perhaps still useful, are missing. Some of these tech company's sites don't even appear to be listed at all in the Yahoo directory, which I would consider a fundamental place to appear.
I hesitate to point this out here, for fear that those larger companies will fix this problem, but, frankly, since I'm currently turning business away, I don't really mind. And, as I've said elsewhere, I don't consider us in competition. My clients have different needs and, more often than not, cannot afford the services of those larger companies. Even more, I think the market is so untapped as to make it irrelevant as to whether the tech support companies get their act together.
Take a look at a few of the tech company web sites in your city. See what's astonishing about them? Many of them don't even include the word "computer." They use euphemisms like "technology." How many Google hits are they missing out on because of that one absent word? Most of them are lame attempts to look like much bigger businesses than they are. In writing nothing but jargonized mumbo-jumbo gobbledygook, they neglect to include true descriptions of their work, which should contain the very sorts of words and concepts for which potential new clients will be searching. It's as if every site about dogs used Canis familiaris (which gets fewer than 20,000 results in a Google search), instead of the more common "dog" (which gets more than 18 million).
You don't need a web site. You need a web page. The tech support promotional page was not the main feature of my site, but just an addition to my weblog.
Since my weblog is legitimately linked to by hundreds of other sites, the network of trust is put into play. Thus, any search engine which uses an algorithm based upon number of external links to judge the popularity of a site will list my site high on the search results. It's as legitimate as you can get. Also, given a chance on tech support forums and comment sections of web sites, I always include the URL of my tech support web page with my posts, so it's on oodles of legitimate, non-spam tech posts all over the Internet.
I should note: many of you reading this are scumbags. You'll think this is a recommendation to spam your web site link everywhere, or to use those lame paid-links sites, or worse, those pathetic "top sites" directories. Don't bother reading the rest of this. Do everyone a favor and stab yourself in the throat now, because you're never going to make it. Anyway, the important search engines know this trick and filter for it.
The weird thing about my web page being successful at getting business is that it sounds a little like the pie-in-the-sky predictions people were making eight years ago. "You can make money on the Internet!" Turns out, it's true: not millions of dollars, but enough. Funny, though, how few people seem to believe it: they have business web sites which cannot conceivably return any real business. They built the web sites, but they make little effort to attract potential new clients towards them.
A nice side-benefit of getting clients through the web site is that they're self-selected as being at least minimally technically adept and as having an Internet connection. You will be getting few calls from potential clients saying, "Now what's all this about an interwebnet cyberhighway thingy?"
Street Papering.
In the responses to the first part of this series, some of the readers at Slashdot made comments about the number of bozos who post fliers offering computer tech support help. There are a lot of them. You know why? Because fliers work.
I posted fliers in the Flatiron District of New York City, an area with a lot of advertising and creative businesses. I put up just 15 fliers and got 12 calls. One of those calls was from a photography service bureau. The guy in charge said he was tired of helping his clients with their computer problems. That's not what he was in business for, so he wanted someone to refer the business to. He chose me, and I landed three clients from him alone.
One of the clients I landed fired his current tech, who was doubly pissed off when he discovered the client found about me via a flier with tear-tags posted on a telephone pole. Seems kind of, well, cheap, doesn't it? Yeah, but what're you gonna do? Starve? Have you been getting any response from your resumes? I didn't think so.
But in general, the comments on Slashdot were right: most of street fliers promoting freelance tech support are lame. One Slashdot user posted the following excellent advice, and I quote it partially here, edited and with my own additions:
"If you have applicable certifications, explain them genuinely. If you don't, describe your actual knowledge instead. This sign I saw in the store said they offered 'computer detailing' service, anti-virus and OS installation... and that was about it. If this person knew more, they'd have said it."
Exactly: The best potential clients will see through your baloney immediately. List only what you know and