What made the service so refreshing at the start was its dedication to art and quality, stickiness and engagement metrics be damned. You paid a subscription fee, and got access to a peaceful library of games that didn’t try to milk wallet-attached endorphins out of your brain. We got delightful little experiences like Assemble with Care and WHAT THE GOLF?, and I stuck around on the promise that we’d get a steady stream of those. Well, it seems that train has stopped because somebody upstairs wants more addictive games that will keep people subscribed past the free trial.
One example of what Apple wants, according to Bloomberg, is Grindstone. I personally love it; a fun pick-up-and-play puzzler, and an evergreen game you could easily be playing years from now. But not every game needs to be a Grindstone, and there’s only room for one or two Grindstones in my life at any time. These are games you use to soak up free time, go-to icons for when a moment appears while in line for something, or on the bus. There are plenty of them already on the App Store, so Apple Arcade should supply a breadth of other experiences.
I see the potential of Apple Arcade as analogous to the Apple TV+ strategy : quality over quantity, unique visions only. A change of course so soon comes across as a lack of courage. It’s a long game, so to speak. If people aren’t staying past the trial, maybe they’re not reaching enough of the right people who’ll be their early adopters. Even Airpods didn’t take off immediately.
Normally when a new service comes out, early adopters help keep it going till it gets really good. With something like Apple Arcade, you can wait and see; no rush. With identity-related things like HEY email, names are scarce/unique. More time pressure on users and devs both.
I now have a suspicion that Calibre also causes problems with iCloud Drive, so I’m leaving this here for anyone it might affect. Some scenarios for the search engines below:
If you store your Calibre Library folder on iCloud Drive, and have noticed that your remaining space does not reflect the storage you’re using, this is for you.
If you have deleted files on iCloud Drive but find that the free space reported by iCloud.com or your device does not immediately update to reflect the deletion, or…
If you have removed everything on iCloud Drive but still find space allocated to “Documents” in the “Manage Storage” section of iCloud settings on your iPhone/iPad — in other words, if you expect to have free space, and have done everything including a check of the “Recently Deleted” area and emptied your Recycle Bin, but the amount of free space is still inaccurate, I know that feeling.
This seems to happen to a lot of people, perhaps for other reasons, but it happens. Skip ahead to “Is it you, Calibre?” if you just want my conclusion.
So here’s my experience. A couple of years ago, I had this issue, and had to call Apple Support. It took several calls to resolve, because they wanted me to sign out of iCloud on every device (not an insignificant hassle with multiple devices), and when that established that the issue was on their servers, it had to be escalated to Engineering, and the eventual fix was they wiped everything on my Drive and reset it. I had to backup all my files locally (requires a Mac!) first. I believe I still suffered some data loss.
After that, it was all good, but my confidence in iCloud Drive was shaken, and I didn’t want to use it as storage for anything important. Every year since then, they’ve made enhancements to iCloud Drive, and to the Files.app on iOS, which has made me slowly more willing to embrace it again as a cloud file system worthy of My Stuff.
And then this happened again. 13GB of space just wouldn’t come back after I’d deleted files. The files were gone, the space was not reclaimed. After putting it off for two weeks, I got on the phone with Apple again, and two calls later, they managed to “repair” my Drive using some standard tools they have (Engineering was not involved this time). So, a slightly better experience than before.
Is it you, Calibre?
I’ll say upfront that this is a hunch. I don’t have the strength anymore to experiment on my iCloud account and conclusively prove anything.
Both times this happened to my iCloud Drive, I was using it quite “normally”. Nothing fancy, except that my Calibre Library folder was on it, and I knew that the Calibre app was actively updating files on it whenever I added/removed ebooks. This last time, the problem appeared after I’d deleted a ton of files THROUGH Calibre, and as best I can recall, a similar situation took place years ago.
With the Amazon Kindle problem, there’s something about the way that Calibre writes files to the Kindle’s drive that causes it. In other words, Calibre (which is a sluggish cross-platform app that behaves in a very non-Maclike way) may have some non-standard ways of interacting with the OS and filesystem. I think the way that it writes/deletes files isn’t the same as if you manually dragged files around yourself via the Finder. It might be through some low-level UNIX operations, but this is where I’m out of my depth.
So it’s not a stretch to imagine that when you delete ebooks in Calibre, it deletes them from your drive in a way that may cause issues. Deletes them in a way that is invisible to iCloud, so it doesn’t know that the files are gone and it should give you the space back. On a local drive? It works fine, and that’s how it’s used by millions anyway. But on a weird aliased virtual cloud drive that Apple hacked together inside a folder called “Mobile Documents”? Maybe not fine!
Here’s what I’d suggest trying if you have this problem: move your Calibre Library off iCloud Drive. I’ve put mine on Dropbox and it seems fine. Do NOT put it on Google Drive. Call Apple, and have them repair or reset your drive. Some luck is required here, but they’re your only hope. Once you get your missing space back, don’t use Calibre with it again.
I’ll be here with crossed fingers too, waiting to see if this happens again.
After thinkingaloud about HEY email over the past 10 days, and trying out Fastmail + Spark as an alternative, I’ve come to my conclusion: I’m going with HEY. The AMA they did helped dispel a lot of my concerns, and I’m looking forward to seeing how it develops.
The debut of HEY email has been an interesting case study in launching a new service, in part because it took place on social media — a two-way street that led to them getting public feedback that’s already led to significant changes. As others have done in recent years, the launch was a staggered rollout with invite codes and a waitlist, and the resulting members-only feel and scarcity drove tens of thousands more to join the waitlist. Some say this is intentional marketing, but it’s also legitimately done to manage the experience when someone isn’t sure how much interest there will be.
I took notes on my hands-on experience in a previous post, and have spent a week now getting to grips with it, trying to picture it as my primary email service for the foreseeable future. The commitment isn’t just a new email address to inform people about; it’s also paying a perpetual premium service fee. After 16 years of “free” Gmail, that’s a big decision. Yes, you’re free to leave any time and they’ll forward all emails sent to you anywhere else you’d like, but I wouldn’t use a @hey.com address if I wasn’t actually using HEY.
Everybody’s got opinions
But before the details of my decision (like, who cares, right?), I wanted to comment on the fascinating public launch of HEY that we’ve been spectators to, and how its creators have had to walk back some of their design decisions after product met reality.
As my friend YJ says above, Basecamp and HEY are heavily opinionated products by opinionated people; it’s what allows them to take a well-established thing like email, with its standard organizing paradigms of Inbox, Outbox, Sent, Spam, and Trash folders, and try something new. It’s only meant to satisfy a certain type of user with certain needs and preferences.
It’s not easy building something out of new ideas, at huge scale, and making sure it’s robust enough to carry the personal and business correspondence of paying customers who’ll depend on it for time-sensitive messages. By Basecamp’s account, they’ve been working quietly on HEY for two years before this month’s semi-public launch. I think they deserve a tremendous amount of credit both for attempting it and for how stable it has been.
When we design services, we know we won’t catch everything or get it right the first time. It’s about having priorities and principles, and optimizing against them every step of the way. If you’ve defined and studied your target audience, and care about pleasing them to the exception of everyone else, then you can make decisions based on their needs. If you put in the work to develop a core experience that will set your business apart, then that becomes the thing you protect even if Apple or anyone else tries to make you change it. Some companies famously put speed over certainty, and while it dazzled a lot of CIOs and inspired them to try and do the same, its pitfalls are now well known.
We don’t know what HEY’s development process looked like, or what they prioritized, and so we can only guess from what they actually shipped and what they’ve done since. Upon contact with the wider marketplace, some of those opinionated ideas are now being challenged as problematic or discriminatory. Could more user research and testing have caught them before launch? Probably. Was catching them before launch a priority for the team, or did they intend to test them in public and fix unintended consequences as they were discovered? To their credit again, they’ve fixed a lot of things very fast in the past week. From adding disposable functionality suggested by Apple to dumping fully built, non-trivial features… their responsiveness has been impressive.
Things that came broken
Let’s look at a couple of Twitter exchanges and changes I’ve spotted. On my first day with HEY, I noticed an unusual option in the “More” menu on every email thread. It was a button labeled something like “Generate Public Link”. This actually published the entire email conversation thread to a public webpage, allowing any third party to read and follow the exchange. I used it to help share a problem I was seeing with their support team, which is a nice way of enabling them to help customers without giving full access to all mail. And while you could always share private emails to a third party with copy/paste, screenshots, PDFs, etc. there was something unsettling about this. None of the other people would receive any notification that they were being “listened in on”, and anyone with the link would be able to see not just all previous emails, but any new ones added to the thread for as long as it was publicly shared.
You could be in a conversation with 20 people and not know if any one of them had generated a link and leaked it. When I explained this in a group chat, there was some disbelief. One person called it a “built-in whistleblower feature”. After others complained on Twitter about the potential for abuse, this feature was completely removed.
A couple of developments in the photography world caught my eye this week.
Olympus is apparently giving up on their camera business and looking to sell it off, which is not entirely unexpected, but still staggering news. Perhaps it’ll find new owners willing to make their products authentically, or at least have their IP absorbed into another Japanese camera maker’s portfolio. The worst outcome would be for it to go to a licensing outfit that will churn out unrelated nostalgia merchandise or even more mediocre cameras than they’ve put out themselves lately. I can’t help but fear Ricoh-Pentax will be next.
Update: It seems one Japan Industrial Partners will buy Olympus over, like they did Sony’s VAIO business at one point, and “continue to offer high-quality, highly reliable products; and also continue to provide supports to the imaging solution products that have been distributed by Olympus.”