Delicious Library (DL) and LibraryThing (LT) book catalogs. It’s really not ‘synching:’ LibraryThing can ‘synch’ only in the sense that it can compare a DL book catalog (desktop app) with the LT book catalog (web-based app) so that only new entries are imported. In other words, you can add new DL books to your LT account, but I’m not aware of a way to synch your new LT books back to your DL database. I should note that LibraryThing accepts more than just Delicious Library info. It can import from a wide variety of other web-based and desktop apps.

All things considered, I have to say that LibraryThing serves up a pretty good universal import tool (they call it, appropriately, the ‘Universal Import').

In order to save some time, I think it would be nice to automate this process. I started down this road after reader brab asked if synching between the two services was possible. I originally responded that it wasn’t possible, only to discover that LibraryThing can, in fact, import with gusto. I should have read the manual!

Then it dawned on me that this is an ideal Automator scenario: create a workflow to expedite the process of exporting Delicious Library book catalog to LibraryThing. LibraryThing accepts DL exported data, so it should be easy, right? Two hours later, and I am ready to punch the little Automator robot.

While I used Automator quite often in Tiger, this was my first use in Leopard. I don’t know if I was just tired (and I’ll try again later to see if it was me) but I did not have a pleasant experience. Automator was very quirky: the steps I created in the process worked great, at first. Then, when I saved my workflow as an application, it suddenly did not work at all.

So, I opened up the automator process as a workflow again to troubleshoot, only to discover that my workflow no longer worked. My main problem: I exported a .txt file from Delicious Library to the desktop. Then I moved that file to my /Documents folder. Then I copied that path. Then I opened up the browser to the LibraryThings import page to paste that copied path. The problem is that Automator insisted that there was an error with copying my file from the desktop to the new location. And Automator had issues with deleting the file from the /Documents folder once I was done with it. I encountered these errors even though the process worked just fine an hour earlier, and despite the fact that I had changed nothing. I was (and am) pulling my hair out. I checked the permissions of this folder, and they are correct.

I then re-created the entire workflow from scratch; still, I could not get it to work again. Sigh. This is just a simple script to export an text file from DL, copy the file name, and paste the file path into the LT web form for import. It shouldn’t take more than a few minutes.

To recap, here is the workflow in a nutshell: open DL, export the book catalog to a desired location (my desktop), move that file to new location (my /Documents folder), copy the new location path to the clipboard, open my browser to the LT import page, tab to the appropriate form field (I used tabs so it was not relative to browser window location), paste the path from the clipboard into the ‘Upload File’ field on the LT import page, then use tabs and returns to activate the form and upload the file. For the last step, I deleted the exported DL file from /Documents.

Pretty simple, or so I thought. But Automator does not like my workflow. I’ll have to try again when I have time…chances are that it’s human error. Still, I’m struck by the fact that I had a working automation an hour ago. Now, an hour later, the same workflow is broken. It’s very odd. My conclusion: Automator is billed as a tool to bring automation to ‘the rest of us.’ In general, I think it hits this target: it’s easy to use and powerful. Yet, I would like to see better hints when an error occurs. For my problem, all I am told is that there is an error with a step in the process. I don’t see any logging information to help me pinpoint why or where that error is occurring.

At any rate, once I get a working Automator workflow I’ll post it in case anyone would like to modify it for his/her use. If I can’t get it to work, I plan to find some Automator user forums to post my workflow. Perhaps then I’ll locate the problem.

So, here’s my latest Dvorak-Qwerty keyboard support rant.

I received a very odd ‘personal’ response from an Adobe customer support representative regarding my request for Dvorak-Qwerty support for Adobe’s Creative Suite applications.

My complaint: Dvorak-Qwerty does not properly work with Adobe products.

(See my previous post for background on DQ if you have no idea what I’m talking about)

Here’s a snippet from what I wrote to Adobe about this annoying problem:

I must toggle to the QWERTY layout to use my shortcuts, then toggle back to Dvorak when I need to type. This is very annoying. Would Adobe consider posting a relatively minor update to address those users who rely on the Dvorak-Qwerty keyboard layout in Mac OS X?

They wrote back to me today (within 24 hours, as promised on their website):

I understand that you would like Adobe to post a minor update for Macintosh users who rely on Dvorak-Qwerty keyboard, as you have to continually toggle between these two keyboards in order to use it to type text and use short cut keys respectively.

I apologize for the inconvenience this has caused.

We need to inform you that Adobe® Systems continually develops new applications and improves existing products, but cannot comment on unreleased products until a press release is posted. When new releases become available, the details regarding new features and purchasing information will be posted on the Adobe Web site at the following URL: www.adobe.com

Ok. So they seem to grasp the issue, but then again … the response mimicked the phrases from my complaint so closely that it left me with the distinct impression that some sort of AI compiled and regurgitated a customized automated response based on my input. The part that annoys me most is that the automated response tries too hard to appear like it came from a real human. Or perhaps what annoys me is that it doesn’t seem like it came from a real human, but Adobe would like me to feel as if it did.

I can’t say that I expect to see a software update from Adobe that addresses my issue anytime soon. I’m guessing there aren’t too many users out there who suffer from lousy DQ support (and it’s not just Adobe products that lack DQ support), and I’m assuming that the Adobe user base is so massive and the number of suggestions to improve their software are so many that my little complaint may be backlogged until Adobe CS 10.

It’s nice that Adobe has a system in place to so quickly respond to a customer input. I bet a lot of R&D went into this auto-rapid-super-friendly-personalized response system. Still, it raises a larger philosophical question about automated, rapid customer support. Is a quick reply better than a delayed reply (or no reply at all) if it is canned and impersonal? Is it actually worse if it’s canned and impersonal and it attempts to be personalized in a very fake way?

In addition to the mimicry of my original complaint, the ‘personal’ message also included my name at awkward intervals throughout the response. Here’s an example:

Troy, also, please visit the following URL on the Adobe Web site for the latest customer service and technical information: [www.adobe.com](http://www.adobe.com)/support/main.html

And later on in the (relatively short) message:

Troy, the Web Support Portal Representatives are available from Monday to Friday.

I'm convinced that a human would not reference my first name repeatedly in such an awkward manner.

The Adobe response was signed by ‘Victor M.’ of Adobe Customer Service. I’m sure that Victor M. exists, but he surely would not have typed out such a weird response to a customer. I really wouldn’t expect a human to type out a detailed response within 24 hours from such a massive company. It had to be a generated response. So what’s my point? If Adobe is committed to a personalized, rapid customer response, I would rather receive a message that said:

'Hi Troy, we get a bazillion comments and suggestions every week. We got your message. A real human will read it. We will consider your input.'

A week or two later, perhaps I would get a message that said:

'Hey Troy, We read your input. We understand that you've submitted a feature request about our support for Dvorak-Qwerty. It may be part of a future Adobe release, but we can't make any promises. We'll do our best. We're considering it. Really. Please understand that we have a bazillion other feature requests already in the queue, so your input will be addressed in the order it was received since we've determined that it's not a critical application error.'

Maybe it's just me, but I'd rather see a response like that. To be fair, perhaps the response I received wasn't automated. Perhaps Victor M. used creative cut-n-paste to respond to my query. Still, it seemed disingenuous; it seemed like a cookie-cutter response cloaked in a 'personalized' message. It seemed, in other words, automated in the worst way.

If any of you reading this are Dvorak typists who use QWERTY shortcuts (and use Adobe apps), please consider dropping them a note. Maybe all ten of us will get them to consider updating their software…

If the skies are clear where you live tomorrow night (or tonight, depending on your time zone), don’t miss your chance to witness the last lunar eclipse until Dec. 2010.

Here in Hawaii, I’ll be heading out to the beach around 11 p.m. While I won’t be bringing my Mac with me, this event marks a great occasion to highlight a few of the astronomy programs available for OS X. These tools are excellent teaching aids and are just plain enjoyable. If you don’t have a Mac, no worries: each of these apps run on Mac, Windows, and Linux.

If you go outside to watch for the eclipse, keep an eye out for Saturn (if you have a telescope the rings will be visible) and Regulus (the 22nd brightest star in the night sky, in the Leo constellation).

Saturn and Regulus will be the brightest points in the sky nearest to the eclipsed moon. Exactly where they will appear relative to you, of course, will depend on your location and the time you go outside to have a look — but they will appear to be close to the moon.

Cloudy out? View the solar system on your Mac

1. Stellarium — Free. This planetarium application specializes on views of the sky from an earthly perspective. Enter your coordinates to see what's going on in your sky on a given night. This is my app of choice for casual desktop sky-gazing; it's also a great learning aid. I enjoy setting the program to fast-forward so I can watch the sky come to life in quicktime. There are many user-contributed scripts available to enhance your Stellarium experience which make an already interesting program even more engaging. This is a great program to keep on your Mac for those times when you want to quickly identify a star or constellation.

2. Google Earth — Free. It isn’t just for earth-browsing any more. Check out the ‘Sky’ view mode for a full-featured astronomy package chock full of user-contributed goodness. I’ve lost many hours engrossed in the ‘Sky’ view; this Google Earth expansion is still a pretty new feature, but it keeps getting better and better.

3. Celestia — Free. Celestia doesn’t confine you to viewing stars from an earth-bound perspective. You are free to fly around the visible universe in dizzying three dimensions. There are many, many expansions available for Celestia that make it even more fun and valuable as a learning tool. The one thing about Celestia is that it’s not quite as easy to use as the other programs; still, it’s an amazing tool with a dedicated user base and it’s a joy to use.

4. Starry Night — Expensive. I own an old Mac OS 9 version of Starry Night Pro and I still use it on my old iBook G4 in Classic mode (note that Classic only runs on Tiger and earlier versions of Mac OS X). It’s come a long way since then and is worth checking out if you really enjoy astronomy and want a feature-rich package with many great animations and photo-realistic imagery. Even the old version of Starry Night that I own is visually very beautiful. It’s a great teaching aid to view the solar system in motion from any perspective, watch eclipses, find satellites, view the earth from distant planets, and more. If you go for the Pro package, you can hook up your Mac to your telescope to track distant objects. My only problem with Starry Night is that it seems to have gone overboard a bit with commercialization — there are now at least six SN packages to choose from, and all of them are pricey.

My favorite experience with Starry Night? Heading out in a canoe late at night with my old iBook back in my home state of Maine on Nicatous Lake (far, far away from any light pollution), turning on Starry Night’s ‘night vision mode’ and spending a few hours looking up at the sky. Note that this is only enjoyable in the summer while doused with about one gallon of bug spray to keep the mosquitos away.

More Mac astronomy links

If Mac astronomy software interests you, check out Pure Mac's comprehensive list of astronomy apps for more ideas. Hope the skies are clear wherever you may live.

This is a quick note about an experience I recently had with customer support from Agile Web Solutions, the creators of 1Password.

I’m not going to review this application — there are already hundreds of available online comments and reviews. Suffice it to say that I’ve come to depend on 1Password so much that I recently decided to upgrade my family license (good for three Macs) to the Small Business package (good for five Macs).

I emailed the company with my request and received a response within the hour. I was naturally pleased to get such a rapid reply. I was doubly surprised because I sent the request late in the evening from my home in Hawaii; I’m accustomed to waiting until the next business day (when North America is awake) for customer service. But that’s not the amazing part.

Here’s a clip from the message I received from a man named James in Australia, identified as a ‘passionate 1Password user:’

“Since the upgrade is not automatic, I have gone ahead and updated your license to a Small Business license and sent it in a separate email. I trust you will make the payment, so I don’t want to make you wait."

I then received my license moments later.

This struck me as a particularly generous and trusting thing to do in this day and age, and it was much appreciated. So, I want to thank the 1Password team for the stellar service. This transaction served as a fresh reminder of why I feel like I am part of a community as a Mac user.

This post has nothing to do with the Mac, but I wanted to comment on it because I think it’s good news. Today, the final group of asylum seekers stranded on the tiny island nation of Nauru were flown to Australia. This marks the end of Australia’s controversial immigration policy known as the ‘Pacific Solution.’

Never heard of Nauru? It’s the smallest republic in the world. Listen to this Dec. 2003 episode of ‘This American Life’ (re-broadcast in Dec. 2007). This is certainly one of the most bizarre places on the earth. The story about Nauru is the second Act in this episode.

By the way, the final segment in my six-part series comparing GTD-based task manager apps for the Mac will be out this weekend. I hope it will serve as a helpful guide for those of you trying to decide between iGTD, OmniFocus, Midnight Inbox, and Things. Happy Lunar New Year!