mobilejones

It’s that time again.  The Carnival of the Mobilists #84 is up over on Mobile Messaging 2.0.  The articles cover allot of ground from SMS usage in Iraq to device naming conventions to saving money.  Well worth the read.

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Many mobile prepaid service plans in the US still require a per SMS charge. Most charge for sending and receiving and include a premium charge for sending to other countries. Have you ever sat down to figure out how much you’re really paying for this frictionless and convenient mode of communication?

The Plans

ATT
• $.15 send & $.15 receive - domestic
• $.20 send & $.15 receive - international
• $4.99 200 message bundle
• $19.99 unlimited messages

Verizon
• $.10 send & $.10 receive domestic to other Verizon phone
• $.15 send & $.15 receive domestic to other carrier
• $.25 send & $.10 receive international
• no bundles

Sprint/Nextel by Boost Mobile
• $.10 send & $0 receive
• $5.00 unlimited messages

Virgin Mobile MVNO via Sprint
• $.05 send & $.05 receive
• $4.99 200 message bundle
• $1.99 50 message bundle

A Bit of Math

SMS max message size is 160 characters. One character equals one byte. There are 1024 x 1024 or 1,048,576 bytes in 1MB.

So there are 1,048,576 / 160 or 6553.6 SMS messages in 1MB of data.

NOTE: this assumes you use all the characters available in every message which none of us do. Some examples of really short messages show up on my phone frequently like “Ready?” “You home?” “Let’s go.” For illustration purposes and easier math, I’m assuming all 160 characters per message are used.

Calculating message traffic per MB these prepaid subscribers are paying the following rates.

Fun Facts

ATT
• $983.04 per 1MB of message data - domestic
• $1310.72 per 1MB of message data - international
• $163.84 per 1MB of message data - 200 message bundle

Note the unlimited amount depends on how many are sent, but for illustration lets’s say you sent and received 1000 SMS. You’re per MB charge is $131.07.

Verizon
• $655.36 per 1MB of message data - domestic to other Verizon phone
• $983.04 per 1MB of message data - domestic to other carrier
• $1638.40 per 1MB of message data - international
• no bundles

Sprint/Nextel by Boost Mobile
• $655.36 per 1MB of message data
• $32.77 per 1MB of message data (assuming 1000 messages per month)

Virgin Mobile MVNO via Sprint
• $327.68 per 1MB of message data
• $163.84 per 1MB of message data - 200 message bundle
• $260.83 per 1MB of message data - 50 message bundle

No wonder the Internet is jealous of mobile data! Oh! and Happy 15th to SMS.

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And now, we return you to our regularly scheduled programming…

The CoM is up and splendid this week at about mobility. Enrique does an excellent roundup of the best blogging on mobile. Check it out.

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The bad check story seems to have struck a chord with lots of people. I’ve enjoyed reading the various posts and comments left here and elsewhere. Thank you to everyone who added to the conversation.

First, the story was picked up by Valleywag and the avalanche began from there. The Huffington Post ran the story from Valleywag and next someone posted it to digg. My traffic exploded thanks to hitting the digg front page. Next, from digg it moved to StumbleUpon and later a number of very high profile news portals and blogs.

Notice that there are zero ads on mobilejones.com and that has been the case since I began to write about Adsense. I intentionally and perhaps foolishly didn’t want ads during the story’s life span. The point of posting about this situation was not to serve as link bait and drive traffic for monetization purposes, but to humanize this problem and get Google’s attention. From that perspective I will declare my efforts a success.

Everyone no doubt wants to know if Google made good on the check. The answer is yes. But there’s more to the story and I can’t resist sharing it with you.

July 10th - check bounces and tried to call someone at Google

July 10th - sent an email to Jesus via the generic adsense-support@google.com email address. I had no idea who if anyone might receive that communication. Apparently, no one did.

July 11th AM - phoned Google HQ and left a message with whoever answered the phone for Brian the Adsense payments operations management guy. I was assured that the message would be delivered. The message was to inform him that the check had bounced and I needed further instruction. Basically, a “what now?” plea.

No word. No reply.

July 11th PM - post check bounced article to mobilejones.com

No word. No reply.

July 12th - post a comment to Matt Cutts blog which is never published because it posted on an article about Amazon customer service - off topic I presume. Matt did return and comment here on the 13th.

No word. No reply.

July 12th PM - post “by the numbers” article on mobilejones.com

July 13th - Google Adsense calls to discuss their findings and recommendations

• Calling are Suzie and Scott - self described as - in management at Google and covering for Brian who began vacation on July 12th.
• My message to Brian didn’t get through. There maybe more than one Brian in Adsense payments they tell me.
• Adsense checks are deposit only (FAQ mentions this for Citibank checks, but mine was from Wells Fargo)

Google would be happy to talk to my bank to ensure the check goes through. (why would that be necessary - and no, don’t want you talking to my bank, thanks) Google already knows everything about me other than the location of the largest birthmark on my body. This idea felt a bit intrusive. Where’s the mystery if you know it all, Google?

Scott the Google management covering for Brian whiles he’s on vacation guy offers to call me back on Monday to ensure all is well, and wants me to know that they want to solve the problem and will stay with the issue until it is resolved.

I tell Scott this. I don’t want to deposit the check. I want to cash it and use the cash for a down payment on a car.

We’re sorry for the inconvenience, Scott tells me.

July 14th - Wells Fargo cashes the check and wants to sign me up for a checking account. I leave the bank happy without a new checking account.

July 16th - at 9AM as scheduled Scott and Suzie call. I inform them that the check is cashed and all is well.

They want me to know that their findings indicate that the problem was a technical one and that the engineers are already tasked with fixing an issue around updates that fall close to the payment cutoff date every month.

Scott and Suzie tell me that my case is being studied to determine how to improve the system. Being a perfect storm, they have learned much from my case.

I ask, “What did you learn? I’d like to hear your takeaways. That’s important to me. I know what I learned.”

Suzie continues to explain the technical issue that they are chasing down and that the engineers are already working on it.

Scott answers with something that I didn’t expect to hear. “We’ve learned that our payment system and what we do has real impact of the lives of our publishers.” Bingo! Empathy is a great teacher.

We discussed what I felt was the more important aspects of creating the perfect storm and that was Google policy and process. Google services accounts with millions of publishers. And like the Wizard of OZ, on our journey we hear about the goodness of the Wizard (Google) and that he can grant our wishes (for revenue) simply by the asking. So when we knock on the door of the Emerald City (Googleplex) only to find a gatekepper who chases us away, it’s not only frustrating but like Dorothy we question the goodness and wisdom of this so called Wizard.

I asked as many others have before me, “What is the revenue split between Google Adsense and we publishers?” Scott explains that this is information Google will not release. I ask him, why, when other ad networks do release this information, would Google want to create a trust issue with it’s publishers rather than be transparent about their take. The only reason I can imagine for not disclosing the details of the revenue split is that it must be unfair to publishers.

What I learned from this experience is that I joined the Adsense network as a publisher/business partner with Google without much thought to the logic and benefits in that partnership. I didn’t give much thought to what I wanted from a partnership with Google or what I wanted from monetizing mobilejones.com. It’s now time to reset and approach my relationship to advertising from a more structured and thoughtful position.

If my experience in this perfect storm of a customer service episode improves things at Google for publishers and front line support staff, then I’ll be very happy with that outcome. Kudos to those I spoke with at Google who worked around a broken system to solve my problem.

I’m closing my account at Adsense until I can see that improvements have been made and until Google discloses their revenue split with publishers. No breath holding on that one.

If anyone out there has ideas for making mobilejones.com profitable. I’m all ears.

Goog nite and Goog luck!

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Two days have passed since I tried to cash my Google Adsense check. Two days ago, I tried to call someone, anyone at Google to find out what to do.

I’ve replied to the email address from which Brian the Adsense payments operations guy wrote to me. Who knows where that thing goes as it’s a generic address, adsense-support@google.com. One day has passed since I phoned Google’s main inbound number to leave a message for Brian the Adsense payments operations guy. Twenty-eight total communications between me and someone at Google.

A week has passed since the generous offer from Matt Cutts to help get attention to my plight. Two weeks have passed since I wrote to Google’s email bot for help.

Two months have passed since a technical glitch prevented me from updating my address at Adsense. One month has passed since Adsense actually updated my adress. One week has passed since Brian tried to provide excellent assistance by FedEx’ing a check to me.

Apologies and homage to Jason Shellen

The question that continues to remain unanswered and hangs in the air. “Why has no one from Google responded to my request for help with the NSF check they sent 6 days ago?”

UPDATE: Several bloggers have expressed concern to me privately that they fear blogging about or commenting on this topic would put their participation in the Adsense program in jeopardy. Is ad revenue the price of free speech? Now, that’s scary. This concern is fueled by the numerous reports from bloggers that their Adsense participation has been terminated by Google with little to zero explanation.

Related Posts:

Adsense Nonsense 2.0, Google writes a bad check

Adsense Dollars and Cents, not Nonsense

Adsense Nonsense or Dell Hell 2.0

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FCC Chairman pledges open access for part of 700 Mhz auction.

“Whoever wins this spectrum has to provide … truly open broadband network — one that will open the door to a lot of innovative services for consumers,” Martin said in an interview Monday.

What this would mean in practice: “You can use any wireless device and download any mobile broadband application, with no restrictions,” Martin explained. The only exceptions would be software that is illegal or could harm a network.

Here.

Insider scoop here.

And here.

The opposition:

Verizon Wireless - We don’t need no stinkin’ open access

The doubters:

Wired - FCC Champions Open Access (Wink, Wink) - Read the fine print folks

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If I tried, I couldn’t make up a story like this. First, there was the problem, then, there was the solution, and now comes the comedy. I hope you’re wearing your laughing pants.

Catching everyone up to date quickly:

• Google Adsense technical gitch screwed up my address change for a month
• The check is already six weeks overdue per Google’s schedule
• I chatted with them via email for a week
• Result, I must wait until the check is redeposited in my Adsense account and whatever monthly check issuing cycle that hits is when I get a new check sent out (maybe July, maybe August)
• I blogged about the experience
• Matt Cutts from Google stopped by, tipped his white hat and passed the case to someone in Adsense management
• A day later my check was sent via FedEx

So, today I go to cash the check. I’m standing at the teller window, and realize, gee - this is taking a long time. She looks up at me and says, “There aren’t sufficient funds in the account to cover your check.” *stunned silence* I say, “Excuse me, could you repeat that?” She does. My reaction?

Historical Reenactment

First, denial and disbelief. I say, “Are you sure? Do you know who Google is? You’re kidding me, right?” She says she does know who Google is, but that this particular account doesn’t have enough funds to cover my check. I’m too stunned to move. I look down at the check handled back to me and look back up at her confused.

Next, shock and awe. I say to the teller, “How does a gazillionaire company like Google have a bank account with so little money in it?” She laughs. I laugh. What else is there to do?

Finally, the teller suggests I call someone. I stare at my mobile phone realizing I don’t have any numbers for any of the people I’ve spoken to at Google. She says, “Call the number on the check.” Great idea! So, I do.

It’s the main inbound number at Google. The Voicemail Lady and I have an exchange. You all know her voice.

Voicemail Lady: If you know the extension of the person you’d like to reach, dial it now followed by the pound sign.

Me: Nope, I don’t know any extension numbers.

Voicemail Lady: Press 8 to dial by name.

Me: Great! Pressing 8. *whistling to myself a bit*

Voicemail Lady: Please enter the first few letters of the last name.

Me: Hmmmmm, Brian the payments operations guy probably won’t work as a name in this system. That’s the result of Google’s employee privacy policy. I don’t know the guy’s last name. I know, Matt Cutts! Surely, Matt can get me transfered to Brian the payments operations guy or someone else. I type in Cutts.

Voicemail Lady: Please enter more characters.

Me: More characters for his last name? Or should I start on his first name, now? I’ll do both alternatively until some combo works.

Voicemail Lady: Please enter more characters.

Me: Entering Cutts, Matt.

Voicemail Lady: That userid is not valid. Goodbye.

So, finally I get over the enter more characters hurdle and hear what I believe was Matt’s voice - sternly.

Matt: This voicemail box is not active. It is not checked on a regular basis. Do not leave messages in this voicemail box. Beep.

So, I call back having heard an option given by the Voicemail Lady for customer service.

Voicemail Lady: For customer service/technical help press 5.

Me: I’m so there!

Voicemail Lady: (gives options 1 & 2) Press 3 for all other questions.

Me: Done.

Voicemail Lady: As Google does not currently authorize customer support, please see our website.

Me: Doh!

Google sent me a bad check! Now what?

I’m sure this is a result of someone trying to do something outside the normal and timed operations of this huge monolithic organization, but still…. WTF?

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Mmetrics have released an interesting little data snack from their smartphone user panels. The chart shows the top “mobile web” destinations in the US versus in the UK.

What’s interesting here is that five of the top ten web sites accessed from mobiles in the UK are carrier/operator sites, while the US list more closely resembles the top www sites list. There are the very consistant top three, Google, Yahoo! and Microsoft (MSN) and only two carrier/operator sites in the US top ten list. I’ve asked this question of a number of people in the mobile applications, infrastructure and operator businesses, “Is the US consumers’ entry to mobile data services impacted by the very high PC peneration rate and previous web experience in the US versus Europe?” The answers have varied and granted one should not draw conclusions from this one data point, but it validates asking the question.

The label “mobile web” creates cognitive dissonance and confusion in the marketplace. Is there a separate web? The real answer should be no, and in fact, as one observes the growth and evolution of mobile data services in the US what strikes the chord of recognition and apparently adoption are those services familiar from our web experience which add a mobile specific UI and uniquely mobile VAS (value added service) to existing behaviors.

For example, Alltel’s award winning Celltop application ties web services into a UI which works on handsets and tiny screens. Note: Celltop awards are both industry and user bestowed.

Weather, news, sports scores, stocks and new ringtones/callback tones are services combined from the web and/or the carrier/operator presented in a handset specific UI. Alltel are also running polls to ask their users which web service they’d like to see offered next through Celltop. The options include a digg feed, Gmail, NASCAR updates or horoscopes. Sounds webilicious, no?

Another example is a personal favorite, Sprint Navigation by Telenav. I love this application.

Most of you have used Mapquest, Yahoo! Maps, Google Maps or some combination of web based mapping and navigation applications. Telenav brings web services behind maps and navigation along traffic information together with GPS and voice capabilities from the handset and mobile network. The result is a powerful personal navigation solution.

First, your actual location is determined via GPS, then you have the option to type or speak the address of your destination. This is where Telenav have done a superior job of integrating with native handset strength in functionality. Screen viewing to observe navigation instructions is supremely difficult at 80 mph on a California freeway. (This is an illustration not an admission of guilt in case the CHPS are listening.) So, Sprint Navigation allows placing a call from inside the application to an automated voice search facility which locates and confirms your destination address, then returns the handset to application state on completion of the call. Your route is calculated and finally the application checks a web traffic conditions service and either reports traffic is good or reroutes to your destination, if possible.

So great! You’ve got a route, traffic considered, and now to get there you need to view the directions. Well, not nessarily. The application repeats turn-by-turn instructions periodically via voice. Using your headset or speakerphone (safety first people) you will hear updated instructions until the turn is reached or you bypass it. If a turn is missed, the application automatically informs you and recalculates the directions. That’s user fault tolerant which I often need give I suffer BADD (blogger attention deficit disorder) which is far shorter and more easily distracted than ADD or ADHD.

Here are two excellent and well adopted applications which do all the things that we’ve been told at countless events and conferences are essential to a successful application, and more importantly, they are implemented extremely well.

1. web functionality
2. augment with handset mobile network strengths
3. mobile specific UI - this might require multiple modalities (don’t ignore voice)
4. user centric design and fault tolerant

Okay, maybe the list wasn’t presented exactly this way, but it should’ve been. To all those evangelizing “the mobile web,” please stop. And reset to evangelize web services on mobile devices.

I’ll continue to try and persuade you on this logic. Stayed tuned for the next article of the series: .mobi winners and losers.

Back to the Mmetrics findings.   Well over half of the web browsing activity by smartphone users in the UK occurs on operator portals.  Well over half of the web surfing activity by smartphone users in the US is through Google.  It would be helpful to have a breakdown of the Google activity.  Is that all search?  How much is attributable to Gmail access?  Data always raises more questions.

These findings also highlight another consideration when combined with the illustrations of web services in this article.  What does it now mean to access the web from a mobile device?  Are web services through thick clients merely a interim step on the path to fully functioning web browsers on mobile devices?  I think not.  Again, with the example of Sprint Navigation, it takes a handset application to weave handset functionality into a complete solution.

And finally what does it mean that smartphoners in the UK rely upon their operator portals for web browsing?  Are the services offered by operators superior to those on the web?  Is it habit?   Or perhaps, the walled garden is simply more persistent in the UK than it is in the US.

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The newest CoM is up and ready for your reading pleasure at Symbiano-Tek. Check out Carnival of the Mobilists #81 Pharaoh’s Style.

Also, visit the CoM site for information on how to participate in the Carnival, or locate previous editions of the CoM.

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I could have merely updated Adsense Nonsense, but the events following that post merit their own article.  Maybe I am Guy Kawasaki, afterall.

Less than a day after posting my frustration with Adsense, Matt Cutts left a comment and forwarded my article to Brian (last name not given) in management at Adsense operations.  Brian phoned me Friday morning, but I didn’t speak with him as I’ve posted here before, I don’t answer calls that block caller id.  Later he emailed to inform me that he was aware of the problem, had received communication from both Matt and Suzie, and that my check was going out FedEx immediately.

To my astonishment, someone from Google not only heard my plea, but went further and acted on it.   I want to thank Brian, Matt and Suzie for working to solve this problem and make things right between Adsense and me.  My check arrived this morning via FedEx, as promised.

The lingering question for me is whether to reconstitute Adsense on mobilejones.com.  I remain undecided.  Brian’s email assured me that they were looking at my case to see where improvements could be made to ensure there are no repeats of this problem.  I’d like to hear about those solutions when they are implemented.

Maybe you have a suggestion for what I should do in regards to Adsense.  What would you do?

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