I try to respond to every piece of e-mail that I receive containing a question of some kind -- even if it is to say that I don't know the answer to your question or I don't have the time to answer general scripting questions. And I do enjoy hearing from readers of my books -- you're the reason that this Web site exists at all.

Unfortunately, an overload of commitments prevents me from responding to general support questions for the products, languages, and technologies covered in my books. Support questions directly related to the content of my books and articles, however, receive top priority from me.

An unusually high percentage of messages I receive have incorrect return e-mail addresses. My responses bounce back to me. Some of these have been urgent requests (including the person who wanted to know if I'd autograph a copy of a book for his father's Christmas present -- I said I would, but the message bounced back, so the guy probably thinks I'm too stuck up to mingle with the masses...and his father probably received a necktie). When I spend time reading and responding to a question, and the message bounces back, I get really pissed off. So, make me happy, and

Check your browser's mail preferences for your correct e-mail address NOW.

If you have a general computing/programming question (i.e., not something directly related to the content of one of my books), you will probably get a faster response by posting it to a relevant listserv or newsgroup (like comp.lang.javascript for JavaScript queries). I may very well supply the answer there, because I troll many newsgroups to see where users and scripters are experiencing difficulties with a variety of technologies.

Please don't e-mail me with a request to write extensive scripts for you, and then get mad if I only supply some pointers or say I don't have the time to help out. This activity is not a hobby for me; my consulting clients pay for this kind of service, and get prompt, thorough attention. And, unless you are one of my clients or have a question about a specific item in one of my books, don't bother marking a message URGENT, unless you wish to dwell at the bottom of the queue for awhile.

Response times to e-mail inquiries vary with my work and travel schedules. Unless I am experiencing e-mail access difficulties while traveling, I tend to respond to direct questions about my books and this Web site within 24 hours. The same is true for media requests, consulting inquiries, and other business-related issues. For other inquiries, it could take weeks to receive an answer from me, but don't be surprised if it comes back within a matter of hours. It all depends on when I download the message, what else is cooking, and how easily I can supply a meaningful response.

If, after 2-3 weeks, you don't get a reply to a query, one of four things has probably happened:

• The return e-mail address in your browser is incorrect. I get many of my replies bounced back because the e-mail return address is no longer active or just plain doesn't exist. Please check your browser's mail preferences for an accurate e-mail address for you.
• Your original message didn't reach me, or mine failed to reach you through a network snafu. This is extremely rare, but always a possibility.
• My very tight spam filter has kept your message from my in-box. You can bypass the filter by including the following string (changed every now and then) anywhere in your message: typewriter_roller
• My workload is strangling me, in which case you will probably receive a form reply expressing my regret at being unable to answer in full.

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