Customer Experience: Failed Equipment Etiquette

This topic is a bit of a stretch for me, but as my dad won't write a guest post, I have to do this myself.

The subject is an automated parking garage. This happened to us last night. The problem? The exit gate refuses to read the exit card. No big deal, right, just flip it over and try again. Sure.

The thing just won't take the ticket. Everything's all pre-paid, so the only thing it has to do is eat a paper ticket and open the gate. But it won't. So my dad hits the call button, right? He thinks somebody will be able to open the gate for us. Wrong again.

Instead of opening the gate manually, the assistant tries to make the reader work a few times, then asks my dad to back up, at which point he begins swapping reader modules between equipment pods. After about five minutes, my dad asks the guy specifically if he can open the gate manually. The response: "I'm sorry, sir, I can't do that."

Whether the inability had to do with an override capability being left out of the card readers or the tech's authority, I don't know. What I do know is that we spent 15 minutes doing something that should have taken five seconds. If the parking garage owners refuse to pay someone to take money from us, the customers, why are they doing business? An attendant would be the perfect way to prevent incidents like this. Needless to say, we won't be parking there again.

How to Use Gmail Labels Properly

Over the months, I've seen a lot of complaints from people who don't like Gmail's labeling features and want Google to implement folders. The only problem here is, labels can already be used as folders. You just don't assign more than one label to a conversation.

One comment in particular, on Matt Cutts' recent post requesting Gmail feature suggestions, got my attention. The author, Luke Daly, says:

FOLDERS!!! I hate the labels feature, I want to add a email to a folder and not see it again until I view that folder

Luke, you can. Set up a filter like so:

• Filter criteria (sender, subject, keywords, whatever)
• Check "Skip Inbox" and set what label to apply at "Apply label"
  

It's that easy. Really, it is! So do you need folders? No! Will everyone please stop suggesting folders already?!

I'm going to wait a bit for this to show up as a trackback, and if it doesn't, I'm posting this page's URL to the comments manually to stave off any further suggestions of folders. The idea!

Easily Share Multiple Documents with Multiple People in Google Docs

It used to be that if you wanted to share something in Google Docs with other people, you had to open the document, click the Share tab, and type in the names there. Not so any longer. There's a new Share button in the document list now, which lets you select and share documents, spreadsheets, and presentations without even opening them.



That's not all, either. You can now share multiple items at the same time, too. The Official Google Docs Blog calls this new addition "Mo' betta sharing", and Google Operating System pitches in with separate coverage titled "Invite Collaborators to Multiple Documents".



I should start spreading this around, since one of the clubs I'm a member of uses Google Docs heavily, with a lot of sharing. It should speed things up around there, that's for sure.

Google Reader Now Shows Publish and Retrieve Times

One persistent annoyance in Google Reader has always been that the item times shown are the time of pick-up by Google Feedfetcher, rather than the time the posts were published. Now, the Reader team has quietly launched a small new feature that shows you both when posts were published and when they were picked up by Reader's crawler. "Quietly" meaning there's no blog post about it, at least not yet. Google Operating System and Lifehacker both posted about it, though.

To get the new info, you can hover your mouse over the timestamp in the upper right corner of any item in the content frame. You'll get a tooltip-style popup that shows you both pieces of information.



Neat, huh? Finally, they add something useful, rather than focusing on useless sharing "enhancements."

Google Bookmarks Hiccups Briefly

For many users, tonight brought a shocking and scary surprise: Dozens, hundreds, even thousands of bookmarks contained in the Google Bookmarks system were suddenly gone. Google Toolbar menus showed empty (or near-empty) listings, as did the Web interface. All seemed to be lost. Only recent additions seemed to be present (though all of mine were gone from the main Bookmarks site).

Fortunately, there is a temporary workaround. If this happens to you, head to Google Notebook and click the "Unfiled Bookmarks" link at the top left. It won't necessarily get you your labels, too, but at least you'll have all your links available, sorted by date. Keep checking the Google Bookmarks site; your favorites should be back within an hour or two.

There are many threads on Google Groups about this problem. One of them, the longest I've found, is titled "HELP - BOOKMARKS DISAPPEARED!", and contains opinions from about 25 separate individuals (as of this writing), including myself. Several posts describe symptoms approximating the problem I had: Bookmarks show up in Google Notebook, but don't appear in the Web interface at google.com/bookmarks. In fact, the majority of problems seem to be nearly identical. There are already triumphant posts from users who have gotten their bookmarks back from the dead, myself included, which is fortunate.

Google probably won't explain what caused the problem, though. In 2006, there was another issue similar to today's that was never explained. The thread I am familiar with from that date ("HELP -- My bookmarks just disappeared", December 11, 2006) went on for only 18 posts, though. I posted in that thread, as well, asking that Google explain what went wrong, but that particular question was never answered.

I continue to trust Google with an ever-increasing amount of my day-to-day life and information. Outages like this are quite infrequent -- in fact, one poster (patmondor) from another of this year's threads ("Restoring lost google bookmarks") says, "I have had no issue with Google bookmarks for several years no[w] until tonight." The last one I can recall is the one from December 2006. But when they happen (and Gmail has had some availability issues, too), users come out to let Google know about the problem.

Here's hoping Google explains the problem this time, instead of leaving us users in the dark like they did in 2006. At least the Google Toolbar for Firefox Help Center shows us they're aware of the problem.

Update (01/25): A Google Guide posted that the problem should be resolved.

Google Health Login Screen Surfaces

Google Blogoscoped has done it again. Another Google Health screenshot, this time of the login screen, which is currently active at the URL beneath the screenshot:



https://www.google.com/accounts/ServiceLogin?service=health

At least, it is for now. GB's shot shows the login box captioned with "Sign in to Google Health...", while my experience, about five hours later, shows "Sign in to New Service...".

And trying to sign in, or use the Google Account creation link under the login box, will just get you an "Invalid request." Trying any of the links, in fact, really doesn't do much. Both the tour and the
privacy policy are 404s. But the availability of a login page suggests that the service is getting close(r) to launch.

Right now, the page reads:

With Google Health, you can:

• Build online health profiles that belong to you
• Download medical records from doctors and pharmacies
• Get personalized health guidance and relevant news
• Find qualified doctors and connect to time-saving services
• Share selected information with family or caregivers

Take a quick tour

Sounds exciting! Remember I posted about this last year? I really hope it's coming soon; I need another Google product to play with!

[Image credit: Google Blogoscoped]

Blogger as OpenID Provider

Hot on the heels of last month's release of OpenID commenting, Blogger is now testing support for using blog URLs as OpenID logins. Now not only can other people log in with their OpenIDs from elsewhere, but Blogger users can use their Blogger blog URLs as OpenIDs to log into other sites. I have now deleted the delegation code from my template (which has been working for a while; I just never updated my previous post), as I enabled the beta feature from Blogger in Draft. For now, it's only available from Draft, through a checkbox on the Edit Profile page (rather than in the blog control panel), but Google will probably push it through to everyone by the end of the month.

There are a couple things missing at the moment, like revoking trust from a site you choose to trust "Yes, Always", but it's nearly feature-complete. I'm switching to it. Now I probably won't care as much about Yahoo!'s upcoming OpenID support, but oh well. If Blogger's integrating it, why should I care about Yahoo!'s effort? Granted, that's a large user base they have, and it will probably lift OpenID into the public view, but for my purposes it's useless now.

Google's Stealing Ideas from Gmail Userscripts

Now I know why Google doesn't frown on Greasemonkey userscripts being written for Gmail. They use them for improvement ideas! The latest example of this is yesterday's addition of an "Always Archive" shortcut, the 'e' key, which was introduced by Gmail Macros. Admittedly, that script was written by a Google employee (the original was, at any rate), but from a completely separate team.

Previous examples: The keyboard shortcut help window and colored labels. Interesting, at the very least.

Google's probable idea: "Let's make an easily-extended front-end to Gmail, publicize the unofficial "API", and let our users give us ideas that we can rip off and announce with much fanfare and no credit."

Yes, I'm being sarcastic there, but I'm trying to make a point. The ideas of the help window, the label coloring, and the new shortcut were all developed by users. Please at least mention Gmail Macros or the Colored Labels script when you announce these new features that are based on their ideas. That's all I ask. Really, I like them being added; I'd just like to see some credit to the people who came up with this stuff. (No, I didn't come up with an idea that Google has implemented; I'm just speaking up for the people whose ideas have been used.)

In the mean time, it means one less keymapping for Greasemonkey developers to worry about when extending Gmail...

Some Users Could Be Experiencing Gmail Outages

My site stats are telling me I have a spike in traffic from searches relating to Gmail outages today. All the keywords are similar to "gmail down january 11", with some minor variations, most leading to my Gmail's Down post from last January. To me, that's a good sign that Google's having some problems. My account is unaffected thus far, though it might be (you never know).

Maybe this is some sort of rolling outage having to do with a major network upgrade. Or maybe there are brownouts (short power outages) at one of Google's datacenters (unlikely; they must have enormous backup power systems). It's probably not network trouble, since I'm getting visits from search.

So, that's what I can gather from the search trends right now. There's a possibility that Gmail is having trouble today. That's all I know right now. I just hope it doesn't hit me...

UK Schools Advised Not to "Upgrade" to Vista, Office 2007

The British Educational Communications and Technology Agency (BECTA) has issued a report advising UK schools not to upgrade to either Windows Vista or Office 2007. Neither new release offers any must-have features over the previous release, and the $350 million deployment cost (only about 30% of that would go to Microsoft) just wouldn't be justified by any significant gains.

We already know that Windows Vista sucks, being the worst operating system to come out of Redmond since Windows ME, but I haven't written much about Office 2007 yet (I plan to rectify that in the next couple days). Needless to say, my opinions of both "upgrades" are equally low.

So, out of £175,000,000, over 60% would go to deployment costs. That includes hardware upgrades, labor for installing the software, and so on. And the upgraded computers wouldn't even necessarily be able to run the much-hyped (ugly, in my opinion) Aero interface. That's a lot of money for not much in the way of actual upgrade value.

I'm happy to hear that the British are being smart and have seen that Vista isn't really an improvement on XP (and that Office 2007 is really no better than 2003). While they don't seem to say it, I can hope that, in the back of their minds, they were thinking, "Man, these new releases are horrid!" At least I can dream about it...

XKCD Feature: Bass

Ever get driven up the wall by annoying cars driving around that play their stereos at top volume with the bass turned all the way up? I know I do. The xkcd webcomic released a great strip the other day that I've been keeping at the top of my starred items in Google Reader (or at least trying to). I finally decided to blog about it.

So, without further ado, here is Randall Munroe's "Bass":



I really wish I could do that to some of the cars I encounter. Maybe he'll lend me that machine now that it's done being sketched for the comic? Hey, I can dream, can't I?

Update (15:57): I forgot to mention my older XKCD Roundup post from last month. Heh, oops.

[Image licensed under CC-BY-2.5, xkcd.com]

Optimus Maximus: My Dream Keyboard

Yes, you're reading that title right. I saw the Optimus Maximus in a Chris Pirillo blog post earlier today (more on that in a moment), went to the site, and now I want one. Thanks, Chris; something else to spend money on. Kidding!

Problem is, I don't have $500 $1,500* to spend on a keyboard. Actually, there are a few problems. The second one is the fact that I don't really have occasion to use a separate keyboard; I have a laptop, and don't usually use a proper table. Third, and finally, Chris Pirillo's experience says I would probably not manage to get my hands on one of those keyboards even if I had the money. I really don't like it when companies try to not sell their product. Though that's just Chris's story; I'm sure others have had a fine experience. Supposedly, there will be another shipment ready around 2008-02-20. Until I get the money, though, all I can do is drool over pictures.

* - The full, 113-active-key Optimus is more than three times the price of the introductory model, which has only one active button (space). Makes it worse...

Blogger Errors While Reading?

Hmm, it's a Zippity-Zoli-Week, I think. Mentioning his blog again; wow!

OK, so on to the point. Zoli Erdos posted about a "Weird Google Blogger Error", with a screenshot. The cool part? <vanity>The URL displayed in it is for one of my posts!</vanity> The bad part: Blogger's displaying errors on my blog, after loading the page. Argh!

So what can you, the reader, do to solve this problem? Well, the best solution I've seen is to clear your browser's cache. Since this is, after all, a geek blog, I'll assume you know how to do that.

Meanwhile, I hope not too many people have run into this sort of error on my site. According to the literature I've read, those error codes are usually limited to publishing. Too many of those might force me to switch to Wordpress, and I don't want to deal with importing right now. Perhaps after the school year. I hope Google fixes the problem.

For what it's worth, Zoli, I'm sorry you're having trouble viewing my blog. I'll pick up my direct line to Larry and Sergey right now and have them straighten out the situation immediately. That is, I wish I could; lowly blogger that I am, I don't have much influence (I've gotten more out of Adobe than Google). Best of luck, and if the error persists (you've probably fixed it, but just in case), try my feed; I don't think Blogger can mess that up.

Google Notebook Blacklists Heavy Users?

Well, apparently it was an accident. But it gave heavy Google Notebook user Ran Barton (that's a comment on his usage of Notebook, not his weight; nobody yell at me, please) a scare when he couldn't get at his notes. Apparently he was blacklisted because of the total size of his notes, which must be very large. Google said they have corrected the heuristic filter to prevent future accidents. They hope. Click through to his site for the rest of the story.

Hat tip: Ionut Alex Chitu, Google Operating System

Yahoo! Launching OpenID?

PC World says Yahoo! is testing OpenID support. I'd say, from the evidence presented (the content of the domain https://me.yahoo.com/, for example), that they're probably right. The page title is currently "OpenID Provider 2.0 -- User's page", with "The user's OpenID provider is https://open.login.yahooapis.com/openid/op/auth" in the body. It seems primed to have nice, simple identity URLs like https://me.yahoo.com/voyagerfan5761. Of course, I delegate my OpenID from this domain (the delegation meta tags redirect requests to AOL), so a simple configuration change on my end can get me using Yahoo!'s system. And when Google eventually support OpenID from Blogger URLs natively (which would be a natural extension of the OpenID commenting launched last month), I can just remove the delegation tags (unless I like my current provider better, in which case I shouldn't have to touch anything).

As more major providers support OpenID, I think that will be a great impetus to start supporting OpenID logins in more places. I certainly hope this Yahoo! thing is true; I'd really like to use them instead of AOL.

Oh, before I go sort pictures from tonight's robotics club meeting, let me say more about the evidence. Aside from the above-mentioned domains, there is also code on Flickr.com photostream pages that would allow users to login with their Flickr identity elsewhere. The code is: <link rel="openid2.provider" href="https://open.login.yahooapis.com/openid/op/auth" /> I hope this is formally launched soon; PC World couldn't reach Yahoo! for a comment, but given all this already-placed code, it seems unlikely that they'd abandon the project now. I can't wait!

Update (01/17): About a week later, there's been an official announcement. Yahoo! OpenID support goes into public beta on January 30, 2008. Looks like they'll be using the Yahoo! homepage as everyone's identity URL, though. Boo! In that case, I'll stick with AOL. But things can change a lot in two weeks... Never mind that. After I found the press release, I saw that users can use a personalized URL at me.yahoo.com or just type in "www.yahoo.com" or "www.flickr.com". So I'll probably be able to delegate after all. Phew!

New Gmail Contact Manager Turned for the Worse

I still remember the old Gmail contact manager. It was great; I could enter custom labels for each section, and I wasn't constrained to "Home", "Work", and "Other". Some people have half a dozen or more email addresses, for example, and that kind of drop-down-menu labeling system doesn't work.

Google, please add back the ability to enter custom values for field types (a "Custom" option that could dynamically show a text box, maybe)! I used it all the time, and it's really missing from the new contact manager interface.

While we're on the subject of Gmail's contact manager, Zoli Erdos points out that there's no field for a homepage URL. It's not a new shortcoming, either; the old version also lacked that field type. Google! ...Please?

Gmail Has Built-In Sensitivity

This is a very "Don't be Evil" kind of thing for Google to do. According to one of Gmail's information pages ("More on Gmail and Privacy"), context-sensitive ads are not shown next to the content of messages that may be in reference to a tragedy, catastrophic event, or other questionable sort of thing. The page reads, from the relevant section (currently in the third paragraph): "Gmail's filters also block ads from running next to messages about catastrophic events or tragedies, erring on the side of not displaying an ad if the content is questionable."

Wow, just wow. For better or for worse, I can confirm this from experience. Earlier tonight I received a message about the passing of a very influential person, who in fact was one of the founders of the Southwest Robotics Team. Later, going over the message in Internet Explorer (I have ads blocked in Firefox), I noticed there were no ads next to it. Checking other messages, I saw ads. I performed a search on "Gmail sensitive no ads" (using Google) and was pointed to the above-mentioned page.

So Google is doing its best to be sensitive in its users' times of need. Well done, Google! Absolutely astounding!

Google Docs Headers and Footers

Ionut Alex Chitu from Google Operating System has noted that Google Docs has a couple new options on the Insert tab: Header and Footer. Observe my astounding screenshot (subjective adjective use alert):



Isn't that neat? That's another missing feature that's sort of bugged me but hasn't been a priority. I don't use headers and footers that much, so it wasn't a big priority for me, but it was scary thinking I'd have to use Microsoft Word to make a document with headers or footers. Now I don't have to worry about that. The only annoyances: There's no dynamic content (page number, etc.), and Google Docs still doesn't support pagination, so you can't tell how many pages there will be or where the headers and footers will go.

I hope next up is footnotes and endnotes; I use those a lot more than headers/footers. Soon after that, pagination display. It can be read-only -- that's what Zoho Writer does -- but at least make it possible to display.

Update (01/08): And the Official Google Docs Blog has done a short post about this, too.

Xoogler Kevin Fox's Destination Revealed

When all the Google blogs (notably Google Blogoscoped and Google Operating System) picked up on the departure of Kevin Fox from Google, all that was known was that he was leaving to join a start-up (the only information he left in his blog entry). Now we know where he's going. The start-up is FriendFeed, whose widget can currently be seen in the sidebar of this very blog (you might have to scroll down a bit, er, a lot). Kevin Fox designed the interfaces for Gmail, Google Calendar, and Google Reader's current interface, and now is heading to FriendFeed HQ to join fellow Xoogler (short for Ex-Googler) and FriendFeed founder Paul Buchheit, who was the creator and lead developer of Gmail.

FriendFeed's blog entry, posted by Paul Buchheit himself, talks about the challenges and lost versions of Gmail that Google developed years before it even let out a peep to the public, and how Kevin took all the not-quite-meshing features, functions, and interface components and fused them all into a great interface. The hope is that Kevin will be able to apply his extraordinary talent for interface design to FriendFeed, which is planning lots of new functionality (or at least, that's the implication). I hope to see his work as well; it's just so darn good! Best wishes, Kevin!

Always Check Embed Code, No Matter How Innocent-Sounding

Here's something that might be interesting: A blog readability test. Even cooler? You can embed the result on your site so your readers can see that shiny "College (Post-Grad)" badge (my latest result). And here's the coolest part: They include spam at no extra charge!

Yes, along with the wonderful button, you can also get a free spam link; for example, "Online Payday Loans". Sign up now! Test your blog, embed the badge, and watch your search engine ratings plummet!

(I do not in any way endorse embedding the code on your blog. The above is a joke.)

Here's a comparison of the preview and the actual embed:




So, the moral of the story is: Check embed code and preview it offline before publishing it to your site. You never know what might be hiding in there. The image alt text is also spammy, so watch for those.

Hat tip to Jonathan Bailey at Plagiarism Today for pointing this out; I thought I'd help spread the word.

Gmail Storage Counter Slowed

It seems as though the storage increase in Gmail has slowed. Before it was going up several megabytes an hour; now it's a paltry 3.5 MB per day (according to an anonymous Wikipedia editor). I did think something seemed amiss when the counter wasn't increasing as usual today. Now I know why; it's not just my account. Could it be that Google was actually starting to run out of disk space?

New Year, New Features in Google Docs

Google's launched some new features in Google Docs, mostly in the Presentations app. For instance, it's now possible to embed a slideshow into a page using a YouTube player-like widget, except it's an inline frame (meaning potential accessibility headaches for non-supporting user agents). They've also tweaked the toolbar, enabled reorganizing slides, set up a facility to import slides form other presentations (Google or from an uploaded file) and implemented a feature to let users simply drop images from other websites into a presentation slide.

Fortunately, they didn't spend all their time developing for the Presentations application. The Docs interface itself got a little makeover. The bars over each of the folders (which, counter intuitively, behave like labels instead) have been shrunk. Speaking of folders, there's now the ability to create sub-folders. Observe the UI:



Aside from that, documents can now be renamed from the main screen, without first opening the file. All in all, a well-endowed update. I hope to see more new stuff coming in the future, as well.

Hitachi Gears Up for Huge Laptop Hard Drives

Hitachi has announced (PC World article) a 500 GB notebook hard drive, designed to fit the 2.5 inch form factor. Asus has pledged to be the first computer manufacturer to come out with a 1 TB notebook. I'm reeling.

The computer I'm using now is a Gateway with a 40 GB hard disk. 500 GB of storage is 1,250% of what I have currently. One terabyte would be a whopping 2,500%. The mind boggles at the amount of storage we can make these days, and it's not stopping.

Despite the shock, I'm looking forward to the day when I'll own a laptop with such gargantuan storage. The My Pictures folder on my computer (most of which consists of photos from my Canon PowerShot SD750) alone takes up 8 GB of space, the few video clips I have included. I'm down to about one Gmail account (currently about 6 GB) of free space, and the data I have to store is only increasing. Hopefully I'll be due for an upgrade before I run out of storage space; otherwise, I'll have to find an external disk.

Meanwhile, I'll wait and watch as the $400 Hitachi Travelstar 5K500 makes its way into Asus' and others' notebook PCs.

Q4 2007 Site Stats Review

As promised back in October, I'm reviewing the browser and operating system statistics for this site again. All data is from the period 2007-10-04/2007-12-31.

So, on to business. First up is the overall browser chart. Firefox leads with 57%, followed by Internet Explorer at 29% and Safari at 10%. I also got some negligible visits (less than 2%) from Mozilla, Opera, Camino, Netscape, and Konqueror, plus a very few hits from what appear to have been mobile browsers, such as HTC_TyTN_II Mozilla and Palm680.

Drilling into per-browser version information, Firefox had a pretty good spread of versions, even getting about 80 hits from Firefox 3.0, though 2.0.0.11 (the latest update to the 2.x series) was on top with 40% of Firefox visits. Some people were still using FF1.5 or even version 1.0 -- to you Luddites, I say, "Upgrade already!" You know who you are.

Internet Explorer 7 led the IE sector, with 58.34% to IE6's 41.54%. Those numbers don't add up to 100% for a reason: I had one Internet Explorer 4.01 visitor. Whoever you are, my note to the Firefox 1.0 and 1.5 Luddites above goes for you, too.

Safari's version spread is pretty much indecipherable to me, because the version numbers appear to actually be build numbers. All I can say is that 43% of Safari visits were using version 523.10, with 20% using v419.3 and 11% using v523.12. I have no idea what the corresponding version numbers are; sorry!

For Opera and Mozilla, the most popular versions were 9 and 1.9, respectively (Opera only had the one version, plus a few "not set" values). I won't get into detail about browsers under 1%.

Onward to operating systems, then. Windows was 73% of visits, followed by Macintosh at 20% and Linux at 5.5%. Windows Vista again bit the dust in the Windows version spread, trailing behind XP at 14.7%, while Windows XP had a whopping 81% of the chart. Versions below Vista all held less than 3% each, led by Windows 2000 at 2.7%.

Macintosh only reported the chipset (Intel or PPC), so I can't do a version comparison there. That is a little annoying; I've been getting so many visits to Leopard-related posts, I was kind of wondering how many of those were actual Leopard users. Intel had 75% and PPC 25%, with a trace 68K visit (0.17%). That's all I can say.

There were no Linux version values set, so that's unfortunately going to remain a mystery to everyone.

So the answers to the questions I posed in October are:

Will Vista catch up to and/or surpass XP?

• Nope, not even close.

Will IE take over Firefox?

• Nuh-uh. Thank goodness it didn't!
  

It's interesting that the statistics' indications mirror my feelings so closely. I'm actually starting to like IE7 better than IE6, at least from a coding perspective; but I don't know anyone -- including myself -- who likes Windows Vista. Perhaps I'm attracting a like-minded readership, or perhaps my statistics are indicative of a real Vista-hating trend in the world. Who knows? Can that judgment really be made with a 3,000-visit sample?

In closing, I'd just like to say that I'm really happy about these statistics. If other sites are showing similar stats (at least about Vista vs. XP), that makes me even happier. May Vista die a painful death, and may Internet Explorer 8 improve even more on version 7's CSS enhancements. (It's already passed the Acid2 test from the Web Standards Project, which is very cool. Not even Firefox 2 passes it, though I haven't tested Firefox 3 yet.)