Webware

After more than five years as a publicly available test version, Gmail shed its beta label in July. Now one feature key to the Net giant's cloud-computing aspirations, offline access to Gmail, also has grown up less than a year after its debut.

"Offline Gmail is graduating from Labs and becoming a regular part of Gmail," Google programmer Aaron Whyte announced the change Monday in a blog post.

Offline Gmail support, which relies on a Google browser plug-in called Gears, lets people read, search, organize, and compose e-mail even when there's no Net connection; sent messages are queued up in an outbox for delivery when the network access is restored and the account on the computer can resynchronize with the server.

"Offline Gmail has proven particularly useful for business and schools making the switch to Google Apps from traditional desktop mail clients--they're used to being able to access their mail whether or not they're online, and Offline Gmail brings this functionality right to the browser," Whyte said.

Google Apps, a bundle that includes Gmail, Google Calendar, and the Google Docs suite of online applications, is available for free for educational users or smaller organizations. Premiere accounts cost $50 per person per year, and Chief Executive Eric Schmidt called such enterprise-oriented services Google's "next big billion-dollar opportunity."

Gears is built into Google's Chrome browser, but other browsers rely on a plug-in. However, Google has stopped developing Gears in favor HTML5's equivalent features. That overhaul of the standard for displaying Web page includes local data storage on a computer as one feature, and it's now enabled by default in Chrome even though HTML5 isn't a final standard yet.

Updated 1:45 p.m. PST and 5:46 p.m. PST: For some Mac OS X 10.6 Snow Leopard users, Gears doesn't work, hampering use of Offline Gmail.

Google initially said Tuesday that Gears doesn't work on Snow Leopard but later amended its statement, narrowing the problem to Apple's Safari browser.

"It turns out that Gears does work on Firefox for Snow Leopard and Leopard, though it still doesn't work on Safari," Google spokesperson Victoria Katsarou said. "There was a bug that was preventing Gears from downloading on Snow Leopard, but we're fixing it and at we'll be updating our Help Center article and Download page to reflect the change."

Offline Gmail didn't even work Tuesday in the new Chrome for Mac beta version. Gears is built into Chrome, but trying to enable offline Gmail with the browser yields a "browser not supported" error message.

For the rest of you, here are Google's instructions for getting set up with offline Gmail:

1. Click the "Settings" link in the top-right corner of Gmail.

2. Click the "Offline" tab.

3. Select "Enable Offline Mail for this computer."

4. Click "Save Changes" and follow the directions from there.

Google, probably the most prominent advocate of moving traditional productivity software such as word processors online, acquired a small company called AppJet whose EtherPad service fits into that agenda.

AppJet announced the Google acquisition Friday. "The EtherPad team will continue its work on real-time collaboration by joining the Google Wave team," the site said.

AppJet offered free and premium versions of its service, which could import Microsoft Word documents, Web pages, PDFs, and plain text files, and let groups of people edit them collectively on what it called pad. A "time-slider" feature let people look back at earlier incarnations of a pad.

Google Wave has similarities. It's a sort of hybrid between instant messaging, wikis, and e-mail. Google Chief Executive Eric Schmidt sees Google Wave as the future of collaboration, in particular given its intrinsically networked nature and its real-time view of what collaborating people are up to.

That real-time collaboration is a thorny problem. It can be difficult to permit multiple people permission to edit the same document at the same time while ensuring one person's changes don't interfere with another's work. And showing simultaneous work complicates a service's user interface, too.

Google Docs--the online word processor, spreadsheet, and presentation services--also offers some simultaneous editing abilities. AppJet dings it in its EtherPad FAQ.

"With Google Docs it takes about 5 to 15 seconds for a change to make its way from your keyboard to other people's screens," the site said. "Imagine if whiteboards or telephones had this kind of delay!"

Google Wave and Google Docs are perhaps the closest rivals to AppJet, but in the big picture, the rivalry is between cloud computing and the way most people use productivity software today, on their PCs. Notably, though, Microsoft is working on an online version of its dominant Office suite.

Current EtherPad users should brace themselves for the end of the service: "If you are a user of the Free Edition or Professional Edition, you can continue to use and edit your existing pads until March 31, 2010. No new free public pads may be created. Your pads will no longer be accessible after March 31, 2010, at which time your pads and any associated personally identifiable information will be deleted," AppJet said.

That left one user, JavaScript programmer and jQuery project creator, John Resig, unhappy.

"Super-lame that Etherpad is shutting down. We used it all the time for jQuery planning," Resig said in a tweet on Friday.

Gmail users now can attach files to messages with the offline version of Google's Web-based e-mail service.

"Starting today, attachments work just the way you would expect them to whether you are online or offline," said programmer Andy Palay in a blog post Tuesday. "If you have Offline Gmail enabled, you'll notice that all your mail now goes through the outbox, regardless of whether you're online or offline. This allows Gmail to capture all attachments, even if you suddenly get disconnected from network."

It's no paradigm-shifting change by itself, to be sure, but it is one more step in Google's overall effort to make Gmail--one of its premiere Web applications--as robust as PC-based competition such as Microsoft Outlook.

It's also a sign that the company hasn't lost interest in the general technology. Google added offline features to Gmail and to some parts of Google Docs and Google Calendar, but has been proceeding at something of a stately pace in spreading the technology.

Google uses software it developed called Gears to provide the offline support, but the HTML standard used to describe Web sites is getting its own support in the HTML5 specification under development now. Google has begun the process of building that feature, called local storage, into its Chrome browser.

How will Google manage growing demand for support for its free products, as people rely more and more on its services?

(Credit: Screenshot by Tom Krazit/CNET)

If you rely on a compelling service that happens to be free, what level of customer support are you entitled to receive?

Google is trying to figure that out. Known for using brilliant engineers, complex algorithms and speedy servers to organize online information in a simple and accessible fashion, Google is learning how to add the human touch to its repertoire as customers look for answers that can't be found on an FAQ.

Not surprisingly, not everyone is happy with the results. Some advertisers have been complaining about Google's Web-page-first approach to customer service issues for years, with the most common gripe that they find it exceedingly difficult to reach a real live human being when they have a problem that isn't answered on a product Web page. More recently, Katie Braband, who reported problems with Google Checkout's handling of transactions at her company, Datto, was just as frustrated by Google's response to her issues as she was the issues themselves. "The only e-mails we've received response to are pre-generated, it's very clear there's no person writing the e-mail," she said in September.

Google is aware that customer service will play a large role in its growth as it offers more paid services, and seems committed to improving services for those kinds of customers over time. "The first thing a CIO is going to say is, 'where is that person and how do I wring their neck?'" said Google CEO Eric Schmidt in an interview earlier this year. Schmidt knows a thing or two about traditional enterprise customer service: he ran corporate software maker Novell before joining Google. And before Novell, he was an executive at Sun Microsystems.

For many users of Google's free services, support is limited to a series of Web pages, FAQs, and user forums. That's not that surprising, since Google can't realistically offer phone support to every Gmail user who can't figure out the conversation-based design.

But as Google continues to push forward with free advertising-supported services that people and small businesses increasingly rely on in their personal and professional lives, the company appears to be banking on its ability to train those users to expect a healthy dose of relatively low-cost support. Web pages with hints, troubleshooting tips, and discussion forums are the first level of support across virtually all of Google's products and are pretty much the end of the line for those who do not pay to use products or services. That's not unusual in technology; even businesses that charge customers for their products have moved in that direction in a bid to cut support costs.

When it comes to Google's main profit engine--the AdWords search keyword ads--there are two basic kinds of customer service, said Deanna Yick, a Google representative. High-roller customers enjoy access to a personal sales team they can reach out and call, but almost everyone else relies on Web-based resources like the AdWords Help Center.

For a while, Google also offered phone support to a proportion of those advertisers without sales team connections. However, it recently reduced the amount of phone support it provides for those not supported by the sales team, leaving e-mail as the sole contact method for a larger segment (Google won't say exactly how many) of its most important customers.

"AdWords is an effective, self-service online advertising platform for advertisers of all sizes worldwide," Google said in a statement regarding the reduction in phone support. "Some clients work with our sales teams, while others prefer to manage their accounts independently. We also provide email and phone support to some advertisers, and have worked hard to build out a robust set of online resources (such as the AdWords Help Center, AdWords Learning Center and user forums) to help advertisers find the answers to their questions around the clock wherever they might be located."

Is this an issue? Google argues that in many cases e-mail and Web support can be faster than sitting on hold waiting for the next customer service representative to answer your call in the order in which it was received. The company can track the most common queries and therefore answer the most commonly asked questions on the Web much more quickly than a telephone-based system would allow, while also developing fixes for commonly reported problems as to cut down on the need for support in the first place.

But on the Google Apps side of the world, the company knows it doesn't have the luxury of pulling back on phone support with its most important customers, said Matthew Glotzbach, director of product management for Google Enterprise.

Here, as well, Google tries to encourage its users to solve their issues through forums and troubleshooting pages. It turns to the solution Google employs for just about everything--an algorithm--to get the most relevant information regarding support issues on those pages and before the people who need detailed answers, and fast.

But Google Apps Premium users--who pay $50 a year per user--can also talk to live Google support personnel anytime day or night when they encounter issues. Years of phone-based IT support has trained system administrators and IT executives to expect the human touch when it comes to advanced support, Glotzbach said, echoing Schmidt's comments last month.

Glotzbach--like any true Googler--believes there are efficiencies just waiting to be discovered that could be greatly improve the customer support experience for both Google and its customers.

"I think this is a fascinating technology and innovation challenge that's properly underappreciated as such," Glotzbach said. "When people think of support, they think of large call centers. But underneath that there is a massive opportunity to innovate." Left unmentioned were the cost savings that accompany automated support.

With innovation comes friction, however, as new ways of thinking about old problems grate on the status quo.

Google is pushing into a whole host of businesses in which it is a newcomer, such as Google Apps, Google Voice, and now Google Maps Navigation. In many cases, those products are free, which reduces expectations for premium support (usually). But those products compete against paid products and services that do provide some level of support.

As more and more people rely on these free services--and Google crowds out competitors who can't compete with free--support issues will grow. Even products that "just work" fail from time to time, and those failures present opportunities for companies to build loyalty if they handle the support encounter the right way, and resentment if they don't.

Can Google train those customers to expect a passive Web-based support experience? Or will Google's free strategy evolve into two groups, those willing to tolerate passive support for free, and those willing to pay a little extra for more service?

Either way, managing the customer experience has been a relatively easy task for Google up until now; basic search requires little customer support. It's about to get a lot more difficult.

ORLANDO, Fla.--Watch out, business technology managers, because Google has its eyes on your domain.

If Google Chief Executive Eric Schmidt gets his way, the line that separates the computing services used by businesses from those used by consumers will fade fast. And Google, through services such as Google Apps and the new Google Wave, hopes to accelerate the change.

The company has done well so far with services that appeal chiefly to consumers, but Schmidt said at the Gartner Symposium here that Google likes services that become part people's lives regardless of whether they are doing work. And because the company covers its costs by charging enterprise accounts $50 per person per year for those services at work, he said it's just a matter of attaining scale before the business becomes "very profitable" for Google.

I spoke to Schmidt after a Gartner Symposium talk in which he said the enterprise market is Google's next billion-dollar revenue opportunity. Here's an edited transcript of the interview.

(Credit: City of Los Angeles)

The city of Los Angeles has decided to delay making a decision about whether or not to adopt Google Apps across its network, citing cost concerns.

The City Council's Budget and Finance Committee did not take any action regarding the proposed contract, which has been debated for months as one of the more high-profile public sector Google Apps deals. That means the matter will pass to the full City Council for a vote later this month, according to the Los Angeles Times.

Security concerns had been prominent during earlier discussions of the proposal, which would see the city move off a Novell system and use Google's hosting service for e-mail and office applications. But the council was more pragmatic, noting that implementing the system would cost $1.5 million more than continuing on with the current system and asking for further details before voting. "The urgency case hasn't been made," said Councilman Bernard Parks, chairman of the Budget and Finance committee, according to the Times.

Google's argument is that the cost of adopting Google Apps would be far less than the cost of upgrading to a different type of modern system, estimating that the city could save $13.8 million over the contract.

If recent research is any indication, Amazon.com and Google are winning the cloud game.

Evans Data on Tuesday released a report (registration required) on how developers perceive cloud service providers related to cloud services offerings, including their completeness and the companies' ability to execute on the vision.

Janel Garvin, the founder of Evans Data and the author of the report, provides excellent insight into the current state of the market and how quickly things could change, if certain large vendors (notably AT&T and Microsoft) got their acts together more quickly.

Given their robust services, it isn't surprising that Amazon and Google top the list. And although IBM, VMware, and Microsoft trail, each offers important components of cloud infrastructure.

Gmail was unavailable Thursday morning for what Google said was a "small subset of users," the latest outage from a company that prides itself in running advanced computing systems.

On the Google Apps status dashboard, the company said at 7:29 a.m. PDT that it was aware of the problem. However, using IMAP (Internet Message Access Protocol) to access e-mail through software such as Outlook or Thunderbird still works, the company said.

Even a small subset can be a lot of people, though, as carping on Twitter indicates.

Gmail outages hit Google itself sometimes, providing extra incentive to improve reliability. One company spokesman, Adam Kovacevich, said on Twitter, "Gmail down (for Googlers too)."

Google had Gmail outages in February, April, and very widely on September 1.

Gmail was working for me Thursday morning, but slowly and without access to my contacts at 8 a.m. PDT. By 8:13 a.m., it was behaving properly.

Updated 9:15 a.m. PDT - Many users are reporting that their e-mail is back to normal, but there are still problems with Gmail contacts. Google posted the following advisory at 8:29 a.m. PDT.

"The Gmail issue should now be resolved for most of our users. There still might be issues with your contacts. For Gmail users: Use www.google.com/contacts to access your contacts For Google Apps Customers: www.google.com/contacts/a/yourdomain-name.com."

Updated 9:54 a.m. PDT - Google asked for more time before it feels ready to declare an all-clear. "We are continuing to investigate this issue. We will provide an update by September 24, 2009 10:30:00 AM UTC-7 detailing when we expect to resolve the problem."

Updated 10:10 a.m. PDT - It's now safe to return to your computer, according to Google. "The problem with Google Mail should be resolved. We apologize for the inconvenience and thank you for your patience and continued support."

Tom Krazit contributed to this report.

The Google Apps status dashboard flagged the Gmail problem Thursday morning.

(Credit: Screenshot by Stephen Shankland/CNET)

Users of Google Docs and Spreadsheets accustomed to publicly publishing their documents might want to rethink exactly how publicly available they want to them to be.

Google on Thursday wrote in a blog post that "in about two weeks, we will be launching a change for published docs. The change will allow published docs that are linked to from a public Web site to be crawled and indexed, which means they can appear in search results you see on Google.com and other search engines...This is a very exciting change, as your published docs linked to from public Web sites will reach a much wider audience of people."

"Marie" of Google was quick to note that the crawling for search results "only applies to docs which you explicitly publish using the 'Publish as Web page' or 'Publish/embed' option, and which are linked to from a publicly crawled Web page" (documents for which users choose only to "allow anyone with the link to view" will not get crawled, she wrote, adding that users can unpublish documents they wish to remain uncrawled).

Some users of the search giant's suite of online productivity applications expressed concerns about the plan, suggesting better labeling of potentially crawlable documents, spreadsheets, and presentations. For example, how would you know definitively if a publicly crawled Web page has linked to your published document? Is the only way to ensure that your published document does not ultimately show up in search results to actually unpublish it?

As noted by The Register, "Google Apps master view does not tell you which docs are publicly published and which aren't." While it may well be obvious to most users how publicly available their Google documents are--and many of those published documents may well be intended to be as publicly available as possible--this seems to be another area where Google needs to find the right balance between transparency and data accessibility.