Diesel eBooks: E-book standards would help ‘e’ stand for ‘easier’
E-book readers, writers and publishers aren’t the only victims of the Tower of eBabel. Retailers suffer, too. Below, L. Scott Redford, president of Diesel eBooks, a 35,000-title virtual store based in Richmond, Virginia, speaks out on the need for standards in DRM and formats. He hopes that the marketplace will create them; and that’s our wish at OpenReader, too. We believe that a XML/CSSish consumer standard, carefuly crafted with input from stakeholders ranging from librarians to e-bookstores, will prevail in the natural course of things. - David Rothman
Just how do we make the “e” in e-books stand for “easier”? Well, how about this? Let’s scrap
the existing digital rights management. Instead everybody in charge of administering DRM would be re-trained overnight as digital priests. They would certify “trustworthiness” to those seeking to download a e-books.
Before downloads, customers would be visited by digital priests of their respective religious persuasions. With great pomp and circumstance, they would “pledge” not to forward their books to everybody in the world without compensating the authors and publishers. Break the pledge, and you’d find yourself in purgatory, hand-copying old encyclopedias.
Or maybe a totalitarian law would work instead. First-offenders guilty of unlawful content reproduction would have to wear a scratchy wool eye patch for one year. For a second crime, the patch would be now a mask. We could set up toll-free hot-lines and reward people for spying on their neighbors.
The Real Point
See my real point here? No easy way exists to loosen the DRM grip–this complicated issue can’t be addressed with good old-fashioned guilt and fear. But e-book standards for DRM and formats would help. I am counting on the laws of capitalism, which always prevail. A demand will eventually be met with supply, and I’m hoping that the right set of standard will break from the pack and simplify the digital content landscape. That will be a blessed day. Microsoft, Adobe and Palm and the others now have their own special technology fee tacked on to the price of e-books. And that complicates merchandising. We e-book merchants would rather not have multiple cost structures for the same e-book.
Nor do we like consumers to be limited to books published in their chosen format or suffer multiple technologies just to enjoy a story. Nothing is more frustrating than having three different libraries on your handheld and forgetting where your recent fiction resides. I don’t just hear customers complaints–I myself own a handheld.
Villains not
Who’s to blame? I’m thinking nobody. Many authors and publishers break out in a cold sweat at just the mention of the word “Napster” and can you blame them? Their livelihood is at stake. They should, however, strive to better satisfy consumers desire for more content in digital form.
If a publisher has faith in their work, it’s now accepted that expanding to e-book will deliver extra profit and drive hardback sales. Not all understand this. I still hear some authors express misguided fear that e-books will cannibalize their hardback sales. Publishing is not a zero-sum game, however–and that actually can be good. E-books add incremental value to the equation. Granted, companies tasked with encrypting content for them are an easy target, for they create the hoops through which we must jump. But the DRM heavyweights like Microsoft, Adobe and eReader are simply business people satisfying a need with existing technology.
No glass chin
Let there be no mistake, the future is bright for e-books–sales are on a steady rise. The industry took a couple of jabs during the Internet correction, but you’ll find no glass chin here. More students are beginning to see e-books as an alternative for those pricey hardback textbooks. The computer savvy are learning the ease in pasting code directly from their favorite Java e-book manual, and there’s even speculation that men are reading more romance as they no longer fear being seen with a floral book cover. Moreover, the Tablet PC is maturing, and the publishers are slowly but surely putting even more content in digital form. It takes courage, but we’re getting there. Though it is a word often used in excuses, “patience” is needed by digital downloaders, me included.










June 20th, 2008 at 5:42 pm
Hey - what’s up with Diesel Ebooks. I have been trying to connect for two days. Can’t be reached. That is a lot of downtime. Anybody else having the problem?
August 19th, 2008 at 3:14 pm
I have been trying to get a response out of them since August 7, they sent me a corrupted file and they accepted my credit card but are not responding to my emails. I think they have gone out of business and they do not have an address or telephone number with 411 in Richmond. I ended up having to go to Borders to get my book.
August 19th, 2008 at 9:27 pm
Diane,
I’m sorry to hear of this. We searched our customer support area for a ticket but saw none? Please let us know of your issue here:
http://www.diesel-ebooks.com/support/index.php?action=ticket_submit.
I will personally oversee a timely resolution. While 90% of all download issues are caused by settings on the customers computer, we feel it is our responsibility to assist in troubleshooting these settings. We’re the only eBook provider with an automated troubleshooter and the only ebook store with a free real-time ebook download simulator for each of our formats. While the thousands of books each week download without a hitch (Our month over month growth continues) , we make mistakes and we try to respond to customers in hours, definitely not days. Email SPAM settings can sometimes give the appearance we are ignoring customers and that is a frustration on both ends.
Tele-service has not proved to be a viable offering for any of the major players due to price points in our business. The Holy Grail would be some type of application that can pull all of the customer’s settings that could adversely effect a download (eg: Reader software version, firewall settings, internet connection, OS environment, Browser settings, etc….) and immediately feedback the problem and solution, but we are not there yet….yet.
August 21st, 2008 at 8:22 am
Dear Scott: The link you gave me above is the same link I have used to access Customer Support for the last 8 emails but I don’t think you all are getting my emails. Because there is no reply to me. The only reply I received from Diesel is when I ordered the book on Aug 7. Is there any other way I can access Customer Support?
August 21st, 2008 at 1:06 pm
Diane, I think maybe our emails are getting snagged by your spam filter? I totally understand how this can happen. We have our own for incoming to the service center and every once in a while a “good guy” gets filtered so we’ll double check this as well. At this point, I’m going to email you directly so we can accelerate resolution as I appreciate your frustration. We’ll make sure you are taken care of.
August 21st, 2008 at 1:34 pm
Thank you.
August 23rd, 2008 at 6:00 am
I bought a book from Diesel almost 6 weeks ago. I have not been able to download it. I tried connecting to the site this morning and can’t access the website. It displays a messages that says, ’service not available, internal reason-132′, personally i don’t thimnk they are a very helpful or good business. If possible i want a refund for the book i bought from them since i have not been able to download it.
August 23rd, 2008 at 9:32 am
Bola: Diesel’s Scott Redford strikes me as an honest, well-intentioned guy who has the usual tech glitches. Keep us posted, but I’m 99 percent sure you’ll get good results in the end. I’ve e-mailed him your complaint. Just this morning I bought a book from Scott in eReader format, and his site worked fine. Also, the site came up immediately when I tried it just two minutes ago.
Everyone: If you’ve got a problem with Diesel, e-mail me and I’ll personally forward your complaint to Scott.
Thanks,
David