A good run at USA Today has reached its end

The explainer about the Matter smart-home standard that USA Today ran last week was my 451st column for the paper’s site, if my count is correct. It was also my last: Management at USAT’s corporate parent Gannett ordered up yet another round of cuts, and this time some freelance contributors wound up inside the blast radius.

I’ve long said that there’s no such thing as a permanent freelance client, but USA Today was about as close as they come. My first column–about Facebook privacy, an anxiety source that had already earned evergreen status–ran right before Christmas of 2011, less than nine months after my exit from the Washington Post had ended my previous tenure as a tech-help columnist. That’s long enough ago in publishing terms for CMS changes to have broken the original link and forced me to the Internet Archive to surface a copy here.

Photo of a column on broadband data caps as it ran in USAT's print edition on July 2, 2020.

The subsequent 11-plus years have seen me revisit social-media privacy many times–along with such other perennial topics as data caps, out-of-reach broadband, the apparently-unlimited interpretations of “unlimited data” on wireless plans, different options to buy new iPhones, and the stupid pricing games that Internet providers play.

Some favorites among those hundreds of columns:

A few of those stories wound up in USAT’s print edition, such as the July 2020 column on data caps in the photo above. And for a while, this relationship also afforded me the possibility of extra business–some of which was fun, like the tech explainers I wrote for Gannett’s short-lived NowU senior-lifestyle site. But then I also once ditched SXSW to spend an afternoon knocking on doors around Austin to try to interview witnesses to the 2018 package bombings.

The budget axe first swung in my direction in 2015, when my column got trimmed by about a third with a corresponding reduction in pay; in 2019, management reduced the column frequency from four times a month to twice. Seeing two friends and longtime fixtures of USAT’s tech coverage exit the place over the next two years–Ed Baig in 2020, Jefferson Graham a year later–did leave me grateful to have my column as a constant through the gruesome year of 2020. But it did not leave me with too many illusions about the long-term stability of my gig.

Those previous trims to my role at USAT mean I’m now losing only a small fraction of my income, one that shouldn’t be too hard to replace. (I don’t know how much Gannett is saving in total with this latest budget cut, but it has to be vastly less than the $7.7 million in salary, stock awards and bonuses that chairman and CEO Michael Reed collected in 2021.) I will, however, miss having the USA Today name to throw out when registering for an event.

I will also miss knowing that a request for tech support from a friend, family member or reader could be the start of my next column. But please don’t let that stop you from e-mailing me with a tech query–and rest assured that if your problem is interesting enough, I will find a reasonably well-paying place to write about it.

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Help me help you: tech-support support

Your computer vendor may charge you for technical help, but I won’t. And I don’t mind–really. The Q&A column I used to write for the Post and the one I do for USA Today both require readers to ask me how to get their computer/phone/TV/app/service working properly.

Question-mark key

But there are a few things you can do to make my work easier.

One thing I’ve harped on before is being specific. There are a million ways something can “not work” in a computer, so I’ll need to know more about how things failed. What was the text of the error message you saw? What’s the last thing that happened before things went awry? What exactly did the service rep tell you?

If in doubt, take a screenshot. In Windows, hit the Print Screen key and then paste into an e-mail in Windows; on a Mac, hit Shift-Command-3 and look for the new image file on your desktop; in iOS press the home and power buttons; in Android hold down the power and volume-down buttons. I won’t share that image with anybody else unless you’re okay with that.

If I don’t have those details, I’ll probably answer your first e-mail with a round of follow-up queries to elicit that extra information.

But I also need to know if my suggested remedy worked for you, and I’ve had a couple of readers leave me hanging in recent weeks. Sometimes I can try to recreate the issue on my own hardware and software, but in other cases that’s impossible–for example, I can’t subscribe to an Internet service not available anywhere near D.C. to see what’s wrong with its e-mail.

And on a personal level, I like hearing from readers that I was able to help them out. So please don’t forget to send that last “it worked, thanks” message you might think unnecessary.