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Jewish World Review Nov. 27, 2009 / 10 Kislev 5770 USPS' Consumer Computer Problem By Mark Kellner http://www.JewishWorldReview.com | One week ago, on Nov. 16, the United States Postal Service reported a $3.8 billion - with a "b" - dollar loss for the fiscal year that ended Sept. 30, 2009. The quasi-governmental corporation said in a news release it could lose as much as $7.8 billion during the current fiscal year. There are many reasons why this proud, pre-1776 service, founded by Benjamin Franklin, is on the ropes. One small part might be the agency's cavalier attitude towards customers seeking to integrate today's computer technology with USPS services. Since 1991, when the first computer-automated laserjet stamp-printing kiosks were tested at the Merrifield, Virginia, post office, I've followed many iterations of what could be called "digital postage," for want of a better term. Many of the private sector initiatives, such as Stamps.com, have done relatively well in meeting customer needs; bottom-line profits may have been more elusive. To compete, the Postal Service has, among other items, a service called "Click-N-Ship" at its Internet Web site, www.usps.com. Sign up for a free account, have a credit (or debit) card handy, and you can print a Priority Mail or Express Mail label, complete with bar code and postage, speeding you through the mailing process. It could be a great boon for the millions. The hassle came - at least for this reviewer - when trying to do all this with an Apple Macintosh computer and Mac OS X version 10.6. The USPS site says their Web service is geared towards computers running Microsoft Corp.'s Internet Explorer, and does not support Apple's Safari Web browser. Fair enough. But the claim is also made that Mac users could employ Mozilla's Firefox browser. I tried. It didn't work, twice. The flaw, it turns out, is in making sure that Adobe Corp.'s Acrobat Reader is specified as the "default" PDF file reader for such documents created with Click-N-Ship. This involves getting into the "guts" of the Firefox program, working with settings for applications and the like. It's not impossible, but it's not super-friendly to busy consumers. And, apparently, it's not something Windows users have to do. At a time when the USPS is looking to grab every customer it can, and with the holidays at hand, it seems grating that Mac users - who comprise nearly 9 percent of the U.S. computer market in the third quarter of 2009, according to Gartner - are relegated to second-class citizens when it comes to Click-N-Ship. What's more, Mac users could end up paying more: the online shipping discount for Click-N-Ship users isn't available, obviously, at postal counters. If a user can't figure out how to print a label on a Mac, they're stuck. Apparently, Mary Beth Fluto of the USPS feels my pain. She's manager of online programs for the USPS, and said that an overall of www.usps.com, code-name "Project Phoenix" is in the works. Ms. Fluto said it should appear online in the "late spring [or] early summer" of 2010. The Postal Service is redesigning the "most popular" elements of the Web site, Ms. Fluto said, and is re-engineering "the 'print shipping label' application," with a goal to "make it more Mac friendly." While Mac sales are growing, Ms. Fluto said Mac users account for only 5 percent of USPS Web customers. A boon for stamp collectors is also in the works, Ms. Fluto said, with plans to revamp the "shop.usps.com" portion of the USPS Web site to provide "state of the art e-commerce" and "cater a little more to collectors." Though the ranks of American philatelists have probably dwindled from a one-time high of 20 million, stamp collecting remains a popular hobby. I can only hope the USPS burns the midnight oil and summons the spirit of Herodotus, whose dictum about ancient Persia's couriers is paraphrased as "neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds," to complete the task early. Every online shopper - and shipper - deserves equal access at the Post Office. Every weekday JewishWorldReview.com publishes what many in the media and Washington consider "must-reading". Sign up for the daily JWR update. It's free. Just click here. JWR contributor Mark Kellner has reported on technology for industry newspapers and magazines since 1983, and has been the computer columnist for The Washington Times since 1991.Comment by clicking here. Archives © 2009, News World Communications, Inc. Reprinted with permission of The Washington Times. Visit the paper at http://www.washingtontimes.com

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