Digital Media Strategies

We cover all of the major media sectors, including advertising, TV and video, music, games and social media.

December 8, 2010 16:12 dmercer
At 4.30 yesterday afternoon I wished Anthony Rose well for 2011. He agree it was going to be an exciting time, as YouView moves into the launch phase, and gave no indication that within a few hours he would be stepping down from his high profile CTO role. Rose had just given another presentation on the progress of YouView, the broadband TV joint venture "spearheaded" by the BBC. As YouView's figurehead Rose, in a short time, had become a star attraction on the conference circuit, and I dare say a fair proportion of the packed audience (by no means just from the UK) at Informa's OTT TV World Forum were there primarily to listen to his latest update on the project's progress. In a one-to-one discussion after the panel, I had been asking Rose about the potential compatibility between the YouView system and hbbtv, the broadband TV standard being deployed in Germany and elsewhere in Europe. I'll bring more on this subject at another time, together with the views of hbbtv itself. During the Q&A one or two people noted the challenges of getting YouView to publish its guidance documents in a timely fashion. One questioner noted that he had learnt more about YouView in ten minutes of listening to Anthony than from reading hundreds of pages of documentation. Rose admitted that keeping the project on schedule, as well as meeting the information demands of multiple external stakeholders, had proved challenging. Today's news stories are suggesting that Rose was not considered capable of managing YouView as it moves towards the commercial deployment phase. He will stay on in "an advisory role", but this hardly smacks of a vote of confidence. Advice is one thing: the responsibility for taking decisions will clearly rest on new shoulders. YouView is inevitably putting a gloss on the development, which will come as a shock to many in the IPTV industry. Management turmoil is rarely a good thing, so if YouView is to meet its ambitious mid-2011 launch target it needs to rally the troops and have its new managers get the word out that they understand and can meet the challenges ahead, without losing the vision which Anthony brought to the project. Many YouView doubters remain; the battle with Sky and Virgin rumbles on, and a lot more water will flow under the bridge before the next phase in television's evolution becomes a commercial reality. Client Reading: Profiling the Connected Media Consumer - UK Add to Technorati Favorites

July 27, 2010 10:07 dmercer
A year ago almost to the day we called for Ofcom to put an end to ISPs’ ridiculous practice of describing broadband speeds with the meaningless phrase “up to”. Now Ofcom is again skirting around the issue in its latest survey of UK broadband speeds. Its own data shows that while “headline” speeds (ie the theoretical maximum – and even they are not true) have increased significantly over the past year, the actual speed achieved as a proportion of that “top” speed has actually fallen, from 58% to 46%. The craziness is illustrated further by the fact that the average speed attained by customers subscribing to “up to 20Mbps” packages is only 6.8Mbps, ie lower than the “headline” speed of inferior “up to 8Mbps” packages. The average download speed for all DSL connections has increased by only 10% over the past 12 months, from 3.7Mbps to 4.0Mbps, in spite of the fact that many more customers are being offered “up to” 20Mbps packages (ie DSL 2+). Note that the primary factor behind the higher increase in UK speeds overall is because of Virgin Media’s upgrading of its cable service: average cable broadband speeds have more than doubled, from 4.9Mbps to 9.9Mbps. That’s a testament to the growing strength of the UK’s cable operator, and an indictment of the recent supposed improvements in the DSL network. Ofcom’s excuse regarding regulating the “up to” nonsense is that this is not its job, but that of the advertising regulator. We regard this as a cop-out. Ofcom does have a Voluntary Code of Practice which “ensures that consumers are given the clearest possible information on access line speeds at point of sale”, and if that doesn’t relate to advertising, I don’t know what does. The Code of Practice talks a lot about maximum speeds, but not about minimums. This now has to change. Even with the well-known limitations of DSL technology, in the second decade of the 21st century customers have a right to know what minimum level of service they should expect to receive in return for their hard-earned pounds. BT will moan that it cannot yet deliver a minimum of 2Mbps to some parts of the country, so those remoter rural areas should be considered a special case, where “true” broadband (however that is defined) is technically (and temporarily) unavailable. This all goes back to early political demands that broadband be made “universally” available, and the politically inspired nonsense that 99% of UK homes can get DSL broadband services. Yes, but only if you count 250kbps as broadband. We need to step back so that we can move forward. The reality is that a small percentage – perhaps 5% - of UK homes are currently out of reach of 1-2Mbps+ broadband services, and remain “geographically challenging”. That needs to be accepted as a policy issue and targeted accordingly. The market as a whole should no longer be distorted because of this artificial and technical constraint. Once those homes are identified, the rest of the country should be given guarantees of minimum service, and tiered services will emerge which will give customers a great deal more clarity and confidence than they have had until now. Client Reading: Global Broadband Scorecard: 2010 Broadband Composite Index (BCI) Rankings Add to Technorati Favorites

May 10, 2010 12:05 dmercer
The Connected TV World Summit takes place in London next Tuesday, 18th May. Key speakers includes Griff Parry from Sky, Harris Morris, the CEO of Harris, Ian Mecklenburgh of Virgin Media, and Neale Dennett, Head of VOD, ITV plc.   My colleague, Peter King, will be giving the keynote analyst presentation. He will present our own independent analysis of the connected TV opportunity. He will also be giving the audience insights into the changing behaviours exhibited by early adapters of connected TV products and services. This research will be drawn from our Digital Home Observatory, which uses ethnographic techniques to explore emerging attitudes and behaviours in the digital home environment. 

You can attend the conference in person, or watch the event on line and free of charge. Registration details are here: http://connectedtvsummit.com/register.html.

David Mercer Client Reading: Global Audiovisual Market Forecast Add to Technorati Favorites  

March 2, 2010 13:03 dmercer
As a long term Sky TV customer I’ve often been frustrated at the lack of attention the company gives to its loyal customers relative to its interest in winning new ones. While I understand the business goal – winning new customers is always much more expensive than retaining existing ones – as a customer it can leave a sour taste in the mouth. That taste was sweetened this morning by an unexpected call from Sky customer services offering me a new HD DVR, together with 12 months’ subscription to HD channels, all at no additional cost. No set-top box charge, no “set-up fee”, no installation charge, no further commitment. The normal fee for an existing Sky customer to upgrade to this package, as still described today on the company’s website, is £180 - £60 set-up cost plus 12 months of HD channels at £10/month. From £180 to zero – that’s what I call a discount. I couldn’t let the fact that I don’t yet have an HDTV, or my general rule to reject all cold calls, prevent me from accepting this offer. Sky’s latest HD DVR should represent a vast improvement over my 9-year-old Sky+ model, in speed and ease of use, interface and EPG, and storage capacity. I won’t get the benefit of the HD channels, but maybe, just maybe, those free channels will be enough of an incentive for me finally to replace my CRT TV. Sky’s initial financial loss on this, and presumably many other HD upgrades, results from their determination to remain competitive in the years to come. The resistance of many of their customers to subscription fees is high, as shown by our own user research. We found that, while Sky’s overall satisfaction ratings are high, more than a quarter of Sky’s customers would switch to another provider offering the same service for 10% lower monthly fees. We also found that more than a third of Sky’s customers do not rate the company as meeting expectations on value for money. With this new offer, although it is limited to selected existing customers, is aimed at the right spot: to make sure its subscribers are not lured away by competitors such as Freeview HD, Freesat HD, Virgin Media and BT Vision. While none of these alternative providers offer the exact same package as Sky, they are each, in their own way, becoming more competitive in certain aspects. Slowly but surely it seems as though the UK pay and multichannel TV sector is finally opening up to greater levels of competition. Whether Sky’s financials can withstand the impact of these customer retention strategies remains to be seen. David Mercer Client Reading: BSkyB Results Shine But Warning Signs Evident In Customer Value Ratings Add to Technorati Favorites

September 29, 2009 12:09 dmercer
Lots of excitement in the press over the weekend about the availability of Canvas set-top boxes in the UK by Christmas 2010. For non-UK readers, Canvas is the BBC’s initiative to bring television over the internet to big screens, ie TV sets. The BBC Trust’s consultation on Canvas is here. The Christmas 2010 “announcement” was made by Richard Halton, the BBC’s IPTV project director. BT, ITV and (channel) Five are also partners in the project. Halton was quoted as saying that set-top boxes built to Canvas specifications would be available to UK homes by Christmas 2010. We should be careful not to read too much into any such precise prediction of events more than 12 months in advance, especially when they are made by an organisation that has little control over when they will happen. The BBC is of course the driving force behind Canvas, but as well as having to overcome the BBC Trust’s objections to the project, it also has to win the technical and marketing support of device manufacturers. The latter have been extremely frustrated at the Canvas delays and several have found other ways to get iPlayer onto TVs. As we have often said the games console is likely to be a key platform for online TV. iPlayer has been available on both the Wii and the PS3 for a year or so but only with limited capabilities and effectiveness. The BBC has now upgraded its PS3 iPlayer application and since its launch it has already become the second most popular way to watch iPlayer after Virgin Media's VOD service. According to Anthony Rose, the BBC’s Controller, Online Media Group and Vision, PS3 was catapulted to 10% of all iPlayer viewing in the week following the update. Early reports confirm that PS3 owners using a 1.5Mbps iPlayer stream are now seeing close to SDTV quality on large screen TVs. Since the PS3's price drop to £250 (€299 in rest of Europe) it is one of the cheapest and easiest ways of watching online TV from the BBC on the TV. Even though they will offer additional channels the possible arrival of Canvas set-top boxes late next year is unlikely to dent enthusiasm for the many alternatives which are sure to emerge in the meantime. Twitter: twitter.com/DavidMercer_SA Client Reading: Digital Media Devices Global Market Report Add to Technorati Favorites

August 13, 2009 10:08 dmercer
After another set of strong financials BSkyB has been showered with praise from financial and media commentators alike. As I indicated at the time, the vast majority of customers plan to keep spending – the same or more – on digital television, in spite of the economic gloom and uncertainty. Sky’s long established premium content and technology innovation strategies have apparently put the company into an invincible position. But delving further into our survey findings a Strategy Analytics report has revealed a key weakness in Sky’s competitive position. Satisfaction with the Sky service is generally strong, but Sky’s value for money ratings are the weakest of the major competitors. Overall we found that more than a third of Sky digital TV subscribers were less than satisfied with the value for money of this service, compared to a quarter of Virgin Media digital TV customers and only 7% of Freeview users. We also found significantly fewer customers of Sky, compared to those of Virgin Media or Freeview, who felt that value for money exceeded their expectations. Of course people could argue that we are comparing apples and pears, since Freeview by definition is a free-to-access service. Perhaps the few people who felt Freeview was not value for money thought that the price of the set-top box or TV set was too high. And it would certainly be interesting to rate Freeview against the value of the television licence fee (£142.50 annually), since most people probably do not associate the two as directly related. But as Sky itself recognises, Freeview does present a possible alternative for price-conscious TV viewers, even if Freeview’s range of content falls well short of what is available from Sky. And our survey suggests that Virgin Media, the other major pay TV competitor, has higher value for money ratings than Sky. This appears to be a sign of hope for the cable company as it seeks to become more aggressive in customer acquisition over the coming months. Twitter: twitter.com/DavidMercer_SA Client Reading: BSkyB Results Shine But Warning Signs Evident In Customer Value Ratings Add to Technorati Favorites

March 24, 2009 12:03 dmercer
The battle between French media and communications powerhouses Orange (France Telecom) and Vivendi is boiling up nicely, and French viewers are about to see the results on their TV screens. From today, Orange has stopped selling its Orange Sport TV channel to new subscribers, following a court ruling. Orange Sport broadcasts live French football matches on Saturdays. Existing subscribers will continue to receive Orange Sport for the moment, although the channel’s future depends on further court rulings. Football fans can still get other live matches by paying for Canal Plus (owned by Vivendi). The two firms split the current 12 Ligue 1 football rights packages between them – Canal Plus paid €460m a year for nine packages, and Orange paid just under €200m for the remaining three. The football authorities are concerned that Orange will stop offering football altogether, drastically reducing the game’s income. At the heart of the dispute is bundling of media and communications services. Orange, which operates both fixed broadband as well as mobile networks across many countries, is offering its Orange Sport channel only to customers who also take its ADSL broadband service. Competing broadband service providers Free and SFR have lodged complaints that Orange is competing unfairly and should offer its football rights on a wholesale basis to competitors. It would take a brave soul to predict how the French authorities will eventually rule on this case. As we have seen in other disputes (notably Sky/Virgin in the UK) these things can drag on for months, and blank TV screens look like an increasingly realistic prospect. Twitter: twitter.com/DavidMercer_SA Client Reading: Broadband Satisfaction and Customer Churn: France Survey Results 2H'08 Add to Technorati Favorites submit to reddit

March 23, 2009 18:03 dmercer
I just came off a call with Bob McIntyre, CTO of Cisco’s Service Provider Video Technology Group (formerly Scientific Atlanta). Bob was introducing Cisco’s approach to media networks (medianets) for cable providers. What disturbed me was McIntyre’s reference to the BBC’s iPlayer, as implemented on Virgin Media’s UK cable network, as an example of successful hybrid network DVR/VOD solutions. Not that the iPlayer has not been successful, which of course it has. But McIntyre seems to have misunderstood some of the fundamental dynamics of media business models in the UK market, because he suggested that the BBC “gets the benefit of advertising” by making seven days of its programmes available on demand. This is clearly some way off the mark: within the UK, the BBC is not permitted to run advertising alongside its TV programmes. Which begs the question: what actually is the answer to the question McIntyre was trying to address, namely, what is the motivation for programme owners and broadcasters to make their content available on demand? The answer, in the BBC’s case, is that it is obliged to make its programmes available across multiple platforms and multiple models, because of its responsibilities as the UK’s leading public service broadcaster. It has no commercial interest in doing this, beyond increasing eyeballs, but that doesn’t directly affect its core revenue base, the television licence fee, which is mandated by the UK government. With all respect to the great technology firms, such as Scientific Atlanta, which have helped to create the cable industry, it never ceases to amaze me how the economics of broadcasting in the UK and Europe are misunderstood by US observers. They frequently cite the BBC’s activities of evidence of market success. Please, please, please remember: the BBC does lots of wonderful things, but many would not survive in a purely commercial market environment. (But I still think iPlayer is fantastic.) Twitter: twitter.com/DavidMercer_SA Client Reading: Digital Media Predictions for 2009 Add to Technorati Favorites submit to reddit

November 27, 2008 23:11 dmercer
I attended the Westminster Media Forum Seminar in London this afternoon, entitled Pay TV – market prospects , competition and service to viewers. The conference took place somewhere deep in the bowels of the Local Government Association headquarters near the Houses of Parliament. The rising temperature reflected the growing intensity of the debate as the afternoon wore on, while the absence of a view through outside windows nicely reflected the fact that “Sky” was the only major player absent from the debate. The Forum assured us that the “gorilla” had been invited. My overall impression is that these sessions tend to veer too much towards the old “how do we reduce Sky’s power” debate, hence the reason for that company’s decision to decline invitations to speak. We were however treated to comments from expert participants from the regulatory and legal fields, as well as from Freeview, Freesat, BT Vision and Virgin Media Television. Kicking off the debate was Stephen Unger, Competition Policy Director at Ofcom, who summarised the current state of the two investigations currently relevant to pay TV in the UK market. These are 1. the submission from BT Vision, Setanta, Top Up TV and Virgin Media, and 2. the application from Arqiva and Sky to launch Picnic, a pay TV service on the DTT platform. Both investigations are still in progress, and after second consultations a number of preferred options are being considered. According to Unger, Ofcom “believes that Sky has an incentive to restrict supply to other retailers and other platforms, and there is evidence that Sky is acting on that incentive”. Ofcom’s preferred option is to propose a wholesale must offer obligation on Sky. In other words, Ofcom would regulate the prices at which Sky must offer its channels to other platforms. It would be necessary to determine how prices are set as well as certain non-price issues (for example, protecting against piracy). If this option is agreed, it will also be consulted upon, probably by Spring 2009. Later in the day, Jenine Hulsmann, a Partner at lawyers Clifford Chance, made one of the best contributions. She pointed out that competition law is not good at addressing pricing issues. In her opinion it would be “a very great challenge” for Ofcom to establish a pricing mechanism that is acceptable. She also made the point that there would inevitably be one, if not several, appeals once any decision was made, and that these appeals would lead to long delays in any implementation of Ofcom’s proposals. Hulsmann made one final recommendation for content owners who might have contracts with Sky: “Check your contracts for any clause that allows for Sky to renegotiate in case of a change in regulation.” Martin Coleman, a Partner at Norton Rose, observed another challenge facing Ofcom, concerning the definition of channels and their related content. If regulations are introduced relating to “sports” or “movies” “channels”, these must be very carefully defined in order to prevent changes that might circumvent regulations. In other words, a regulation that decides on the appropriate price for Sky Sports 1 showing Premiership football would be little use if Sky decided to remove that content from that channel and show it elsewhere. Ilse Howling, MD of Freeview, and Emma Scott of Freesat, each presented lots of research about the appeal of their respective “free-to-view” platforms. Maybe it was the constant repetition of the word “free” that got to me, but I couldn’t take my mind off the fact that no one had so far mentioned the fact that these “free” platforms would not have come into existence without the government-mandated annual licence fee, and would not be half as appealing without the BBC’s digital channels. So had any of this research addressed the issue of acceptance of or resistance to the licence fee? Apparently not… Emma Scott suggested that Freesat’s research had “never had any negative feedback about the licence fee”, which suggests to me that they had never asked the right questions. Howling at least admitted that the question of cost does come up in Freeview’s research, and consumers do raise the issue of the price of set-top boxes and/or aerial installations and upgrades. But there was no evidence that consumers related Freeview to the cost of the licence fee directly. These two debates – competition in pay TV, and the future of public service broadcasting – cannot be considered in isolation. Together they form one overriding question – “How should television be funded in the digital era?”. Any debate that focuses on a single funding issue is going to reach conclusions of limited value. Considering the bigger picture would achieve a more rounded perspective from all sides of the industry, and may even attract the attention of the absent gorilla. Client Reading: The Television and Movie Industry Explained: Where Does All the Money Go? Add to Technorati Favorites

June 27, 2008 18:06 dmercer
As I have pointed out recently, the publicity surrounding HD broadcasting in the UK, whether it’s Sky HD, Freesat or DTT’s future plans, has not been matched by the pace of consumer adoption. This is in sharp contrast to the experience of our Norwegian neighbours across the North Sea, where the decision by pay TV operator Canal Digital to remove the additional HD subscription fee has led to a surge in HDTV viewing in recent months. While Sky has just reduced the fee for a new HD set-top box, it still charges viewers an additional £10 a month to watch the limited number of HD channels available, and that depends on what premium packages customers pay for. As a result, only 5% of Sky viewers can currently access HD channels. By contrast, 25% of Norwegian customers of Canal Digital are now watching HD programmes, according to Strategy Analytics’ estimates. On a similar basis, Sky could have reached more than 2 million HD viewers by now, four times its actual level. The time will come sooner or later when the HD fee is removed, at least for some channels. HD broadcasters not owned by Sky, such as Discovery and National Geographic, must be frustrated that their audiences are not building more rapidly and will surely increase the pressure for a change in policy before too long, as will Freesat and Virgin Media as they slowly but surely improve their HD offers. Client Reading: High Definition TV, Video and Digital Media Devices: Global Market Forecast Add to Technorati Favorites