Comments on: Lulu Lens – How can we make help more helpful? http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/ Adventures in Self-Publishing Fri, 30 Jul 2010 10:20:24 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Nick Popio http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2890 Nick Popio Wed, 18 Nov 2009 18:29:33 +0000 http://lulublog.com/?p=1746#comment-2890 Hap, If your book is available via Books in Print, then bookstores should be able to order it. Hap,
If your book is available via Books in Print, then bookstores should be able to order it.

]]> By: hap http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2889 hap Wed, 18 Nov 2009 03:13:55 +0000 http://lulublog.com/?p=1746#comment-2889 I have successfully published and sold the first batch of books. I did the steps myself and own the copyright, ISBN, etc. I have listed the book with Barnes and Noble, by stumbling around various sites until I discover a way to list with them, but have no idea how to list with companies through Lulu. Doesn't some form or procedure exist through which we can list our titles for book stores? I have heard that Lulu has these available, but it remains a mystery as to where there can be found and how to use them. A simple step by step instruction would be helpful. thanks I have successfully published and sold the first batch of books. I did the steps myself and own the copyright, ISBN, etc. I have listed the book with Barnes and Noble, by stumbling around various sites until I discover a way to list with them, but have no idea how to list with companies through Lulu. Doesn’t some form or procedure exist through which we can list our titles for book stores? I have heard that Lulu has these available, but it remains a mystery as to where there can be found and how to use them. A simple step by step instruction would be helpful. thanks

]]> By: Nick Popio http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2888 Nick Popio Thu, 22 Oct 2009 18:58:25 +0000 http://lulublog.com/?p=1746#comment-2888 Diane, The short answer is that the code generating the hit counter was old and buggy. We're overhauling it to be more accurate, less buggy and to look at what other stats we can give you about activity around your book. We do have a method for contacting everyone, but it's a fine line to walk between communicating information and spamming our users. We didn't realize how important this feature was to some of our users and that was certainly an oversight on our part. We should have alerted you before the feature was removed, and I apologize that it was not done. At the very least, I will try to answer any questions you all ask about the feature and do my best to make sure it is returned as quickly as possible, and that we improve the overall experience for everyone once it's brought back. As for your question, I am not sure if there's anything that can be done to change an ebook order after it has been placed. That said, each issue would have to be taken on a case-by-case basis depending on the circumstances. If something happens in the future, I would recommend contacting customer support with as much information as you can. If they don't respond in a timely manner, you can always contact me. Diane,
The short answer is that the code generating the hit counter was old and buggy. We’re overhauling it to be more accurate, less buggy and to look at what other stats we can give you about activity around your book.

We do have a method for contacting everyone, but it’s a fine line to walk between communicating information and spamming our users. We didn’t realize how important this feature was to some of our users and that was certainly an oversight on our part. We should have alerted you before the feature was removed, and I apologize that it was not done. At the very least, I will try to answer any questions you all ask about the feature and do my best to make sure it is returned as quickly as possible, and that we improve the overall experience for everyone once it’s brought back.

As for your question, I am not sure if there’s anything that can be done to change an ebook order after it has been placed. That said, each issue would have to be taken on a case-by-case basis depending on the circumstances. If something happens in the future, I would recommend contacting customer support with as much information as you can. If they don’t respond in a timely manner, you can always contact me.

]]> By: Diane Hurst http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2887 Diane Hurst Thu, 22 Oct 2009 00:16:45 +0000 http://lulublog.com/?p=1746#comment-2887 Thanks for the answer, Nick. Does Lulu have a way to just give everyone who is in the system a message? I think this would be a great way to tell about changes such as this one with the hit counter. It is important to my business for me to monitor the hit count, and I'm sure it is for other people, too. If we know why it's gone for now, and when it will be coming back, we will be less stressed about this change. About the help messages: I did hit "reply" to the original e-mail message. After a couple of weeks of no answer, I figured it was just lost, and deleted the message from my computer. So I don't have the ticket number anymore. My question was, is there any way to make changes (or for Lulu to make changes) to an e-book order that has already been placed? One of my customers ordered the wrong book by accident. It was one she already had. She wrote to me, asking for help with this problem, and I sent her a copy of the correct book by my own email. Since the books were both the same price, this was an easy solution. But I'd like to know if there are any other alternatives, for the future. Thanks for the answer, Nick. Does Lulu have a way to just give everyone who is in the system a message? I think this would be a great way to tell about changes such as this one with the hit counter. It is important to my business for me to monitor the hit count, and I’m sure it is for other people, too. If we know why it’s gone for now, and when it will be coming back, we will be less stressed about this change.

About the help messages: I did hit “reply” to the original e-mail message. After a couple of weeks of no answer, I figured it was just lost, and deleted the message from my computer. So I don’t have the ticket number anymore. My question was, is there any way to make changes (or for Lulu to make changes) to an e-book order that has already been placed? One of my customers ordered the wrong book by accident. It was one she already had. She wrote to me, asking for help with this problem, and I sent her a copy of the correct book by my own email. Since the books were both the same price, this was an easy solution. But I’d like to know if there are any other alternatives, for the future.

]]> By: Nick Popio http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2886 Nick Popio Wed, 21 Oct 2009 17:50:15 +0000 http://lulublog.com/?p=1746#comment-2886 Great idea Jan! In fact, I am thinking I'll make a post about it in the blog later this week and also invite ideas for what you all would like in terms of other stats, etc. Expect to see something in the Lens that talks about the feature's return and inviting other suggestions. Great idea Jan! In fact, I am thinking I’ll make a post about it in the blog later this week and also invite ideas for what you all would like in terms of other stats, etc. Expect to see something in the Lens that talks about the feature’s return and inviting other suggestions.

]]> By: Jan Berinstein http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2885 Jan Berinstein Wed, 21 Oct 2009 17:31:42 +0000 http://lulublog.com/?p=1746#comment-2885 Nick, Your reply to Diane indicating that the hit counter will be reinstated "early next year" is encouraging (although I'm sure many of us would like to see that very desirable feature brought back right away). Despite the fact that inquiries about the sudden disappearance of the hit counter have popped up in several forums and blog posts, your post here is the first place I've seen the information about plans to reintroduce the feature next year. Could someone from Lulu post a "sticky" thread about the status of the hit counter at the top of one or more of the "main" forums? It seems to me that there's a high degree of interest in this topic, as well as a need for one centralized place where people can find out what's going on. Thanks in advance for your assistance. Jan Author, "Formatting Legal Documents With Microsoft Office Word 2007" Author/Photographer, "Lyon, France 2010" calendar Nick,

Your reply to Diane indicating that the hit counter will be reinstated “early next year” is encouraging (although I’m sure many of us would like to see that very desirable feature brought back right away).

Despite the fact that inquiries about the sudden disappearance of the hit counter have popped up in several forums and blog posts, your post here is the first place I’ve seen the information about plans to reintroduce the feature next year. Could someone from Lulu post a “sticky” thread about the status of the hit counter at the top of one or more of the “main” forums? It seems to me that there’s a high degree of interest in this topic, as well as a need for one centralized place where people can find out what’s going on.

Thanks in advance for your assistance.

Jan

Author, “Formatting Legal Documents With Microsoft Office Word 2007″

Author/Photographer, “Lyon, France 2010″ calendar

]]> By: Nick Popio http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2884 Nick Popio Wed, 21 Oct 2009 16:57:02 +0000 http://lulublog.com/?p=1746#comment-2884 Greg, Currently our paper/card stock is . I would recommend publishing a test version of your book for yourself and setting the access level to Private. Then order a copy of your book to proof so you can see exactly what your book will look like before you set it as available to the publis. Our turnaround time is 3-5 days for printing and then shipping is dependent on what option you choose. Your students could order directly from us, or you could order copies for all of your students and have them sent to multiple addresses without incurring additional charges. The easiest way to contact us is via the "Email Support" forms which you can find on our Help page. If you do not receive a timely response, you can always let me know and I will try to help you get your answers. Diane, That feature was temporarily removed, but it will return early next year along w/ more tools for authors. As for the messaging from customer service, the intent is to encourage users to use Help, the forums, etc when those are viable channels for finding the answers they need, but obviously that isn't going to answer all of the questions people have. If your question isn't answered using Help, etc, then you can reply to the original email which will alert our agents that the issue still needs to be addressed. If that is not being properly conveyed in the message, then I will work with customer support to help clarify. Greg,
Currently our paper/card stock is .
I would recommend publishing a test version of your book for yourself and setting the access level to Private. Then order a copy of your book to proof so you can see exactly what your book will look like before you set it as available to the publis.

Our turnaround time is 3-5 days for printing and then shipping is dependent on what option you choose.

Your students could order directly from us, or you could order copies for all of your students and have them sent to multiple addresses without incurring additional charges.

The easiest way to contact us is via the “Email Support” forms which you can find on our Help page. If you do not receive a timely response, you can always let me know and I will try to help you get your answers.

Diane,
That feature was temporarily removed, but it will return early next year along w/ more tools for authors. As for the messaging from customer service, the intent is to encourage users to use Help, the forums, etc when those are viable channels for finding the answers they need, but obviously that isn’t going to answer all of the questions people have. If your question isn’t answered using Help, etc, then you can reply to the original email which will alert our agents that the issue still needs to be addressed.

If that is not being properly conveyed in the message, then I will work with customer support to help clarify.

]]> By: Diane Hurst http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2883 Diane Hurst Wed, 21 Oct 2009 13:17:37 +0000 http://lulublog.com/?p=1746#comment-2883 What is happening in the Lulu help department? There used to be a live chat (about a year ago). Then there were emails that were answered in a reasonable time. Now there is only a message that says to ask somewhere else: forums, blog, etc. This is getting to be more and more of a problem. Could you explain what is going on at Lulu? What is happening in the Lulu help department? There used to be a live chat (about a year ago). Then there were emails that were answered in a reasonable time. Now there is only a message that says to ask somewhere else: forums, blog, etc. This is getting to be more and more of a problem. Could you explain what is going on at Lulu?

]]> By: Diane Hurst http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2882 Diane Hurst Wed, 21 Oct 2009 13:11:48 +0000 http://lulublog.com/?p=1746#comment-2882 I would like to be able to find the hit count for my books. It used to be found by clicking on the shopping cart for a title when in the My Lulu section. Now it has disappeared! Has this information moved to another place? I have asked Lulu through the help email, and also through a forum, and got no response. I would like to be able to find the hit count for my books. It used to be found by clicking on the shopping cart for a title when in the My Lulu section. Now it has disappeared! Has this information moved to another place? I have asked Lulu through the help email, and also through a forum, and got no response.

]]> By: Greg Spalenka http://www.lulu.com/blog/2009/10/09/lulu-lens-how-can-we-make-help-more-helpful/#comment-2881 Greg Spalenka Wed, 21 Oct 2009 00:34:01 +0000 http://lulublog.com/?p=1746#comment-2881 Dear Lulu, I am a college teacher that may be making orders of 100 to 400 books per month for the next few years. I will be running an art workshop that will require a book project. I was wondering if you use recycled paper or card stock? Is there any way to receive samples? How can I see the quality of your books? What is your normal turn around time on an order? Would you be able to ship the order out to say 25 students addresses or would that incur extra costs? Lastly I am a bit concerned because I could not figure out how to contact anyone at Lulu (that is why I am placing my questions here) and am hearing on this Blog that people are having difficulty reaching Lulu support too. What is up with that? Thank you Greg Spalenka Dear Lulu,

I am a college teacher that may be making orders of 100 to 400 books per month for the next few years. I will be running an art workshop that will require a book project.
I was wondering if you use recycled paper or card stock?
Is there any way to receive samples? How can I see the quality of your books?
What is your normal turn around time on an order?
Would you be able to ship the order out to say 25 students addresses or would that incur extra costs?

Lastly I am a bit concerned because I could not figure out how to contact anyone at Lulu (that is why I am placing my questions here) and am hearing on this Blog that people are having difficulty reaching Lulu support too.
What is up with that?

Thank you

Greg Spalenka

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