We Hear You

Issue #1: I Can't See the Videos
Dr. Prendergast records his video messages using the HelloWorld suite of services (http://www.helloworld.com). When he records his messages, he has to option to save them in several formats (Windows Media Player, QuickTime, Flash). When he began posting the videos, he used the Windows Media Player format. Immediately all the Apple users called and wrote to ask why they could not see the videos.

At that point, he switched to QuickTime. QuickTime is known for it's ease of use across multiple platforms and is offered as a FREE download for all platforms and operating systems. The windows format didn't offer a solution for Apple users and the Flash format required a browser plug-in that sometimes required a bit of technical savvy to be successful. Once this change to QuickTime was implemented, not one complaint was received from Dr. Joe's viewers.

Two months ago HelloWorld went through a massive upgrade to their suite of programs. Although they did not change the formats available to save video messages, we have received complaints that many viewers can not see them. Every one of your complaints has been passed along to the support staff at HelloWorld asking for advice. So far, every response has basically been: make sure you have the latest version of QuickTime as they also released a new version recently.

We will continue to pressure HelloWorld for an explanation and resolution. Until we get one, here is the reality:

• Dr. Joe's e-newsletters require that you have the latest version of QuickTime (free).
  
• QuickTime has resources on their web site about their free player that may help you troubleshoot your issue.

Issue #2: I Can't Hear the Videos
Dr. Joe records these videos from both his laptop and his office computers. The office has a desktop computer that has a high quality camera and microphone connected to it via cable. It seems when he records his messages there, the volume levels work for all viewers.

When Dr. Joe records his videos using his laptop computer the volume is lower. We have checked into all the settings on that laptop and we have set all to the highest levels available on the machine. We have tested many different computers and different platforms and on all of them, if the speakers were turned up we could hear Dr. Joe's message. In one instance, we also had to go into the computer's audio settings to increase the volume, and then it was too loud.

We will see about improving the sound on Dr. Joe's laptop, but again, until that happens, here is the reality:

• You will need to turn your speakers up.
• You may need to change the audio settings on your computer, or you may need to change the settings on your sound card.

If you don't know how to make these changes, consult your local computer expert. Best Buy offers the Geek Squad and all Apple Stores have a Genius Bar.

Issue #3: I Don't Like Videos, I Want to Read Dr. Joe's E-News
One of the reasons we all follow Dr. Joe in his work is because he is an innovator. He is interested in what's new. He is interested in the latest technology and how it can be used to treat his patients more effectively and educate them more efficiently. Using video to convey his message allows the viewer to listen to how it is presented and glean the true meaning of his words. What he chooses to emphasize, when he uses sarcasm, these can be lost in the printed word.

The video format also is much easier for Dr. Joe. It takes him less time to create these video messages than it does to type them. In one 2 minute video message, he can impart interesting information that would otherwise take several pages of typewritten text. This would take time away from patient care, research, and other projects.

Finally, Dr. Joe's E-News is a newsletter for people with diabetes or interest in diabetes. One of the complications of diabetes is retinopathy which, in it's severest stage, can mean blindness. Many people with diabetes have trouble reading and have appreciated the change of format.

Issue #4: Why Don't I Get a Response When I Reply to E-News with a Question or Comment on the Blog?
The email address that is used to send out Dr. Joe's E-News is used for that purpose only. If you reply to Dr. Joe's E-News, your message is filtered and/or discarded. If you have a question, you can always contact the office. Dr. Joe and his staff are tightly scheduled but they do their best to keep education a priority.

The comments submitted to the Dr. Joe's E-News Blog are posted on the blog (unless inappropriate). If Dr. Joe is able to respond to the comment or question, his response is posted on the blog. If you are hoping for a response to your question, just check back periodically to the page you commented on. You can always contact the office with your questions too.