The old reach out and touch someone slogan from the phone company means, in the technical support business, to reach out and touch someone’s computer. Doing so in person takes expertise and patience.

One evening a few weeks ago, I got a call from my dad asking me how to add music to his new iPod Shuffle. “Just plug it into your computer,” I told him. “It’ll just work.” He called back a few minutes ...

Over the past few decades, computing has trended towards the personal. We’ve gone from the age of desktops to the age of laptops to the age of the smartphone. And even though that newfound mobility ...

Apple is fond of saying that its Macs “just work.” That’s a relative term, of course. Macs do indeed deliver the smoothest integration of software, hardware and services in the computer business, with ...