Categories
商业 | business | 상업

There’s money to be made in providing a proper service

Reading Time: < 1 minute

According to a report by RSM Robson Rhodes Business Consulting called The Silent Scream of the Unloved Customer British blue-chips would make 35 per cent more profits if their businesses actually gave customers what they wanted. Looking at the FTSE100 alone, that would add up to in excess of 20 billion GBP per year. The report found that 80 per cent of customers think that companies do not fully meet their expectations. You can get the report by asking them nicely.

With 20 billion to play for in the UK alone, there’s got to be a business opportunity there somewhere.

Categories
传播媒体 | media | 미디어

Mass intermediation

Reading Time: 2 minutes


Back in the day one of the buzzwords of the dotcom era for media companies and and businesses looking to get online was disintermediation. Here is whatis.com’s definition:

Disintermediation is giving the user or the consumer direct access to information that otherwise would require a mediator, such as a salesperson, a librarian, or a lawyer. Observers of the Internet and the World Wide Web note that these new technologies give users the power to look up medical, legal information, travel, or comparative product data directly, in some cases removing the need for the mediator (doctor, lawyer, salesperson) or at the very least changing the relationship between the user and the product or service provider.

For the media it meant that they looked to preserve their advertising revenues by moving their publications online and in some cases substituting newspaper sales with online subscriptions. Web portals like Yahoo! and Excite! provoked debate over disintermediation in the late 1990’s.

Now web bloggers and Google News have put it back on the agenda again. By going to Google News, news links could be plucked from some 5,000 English speaking sources worldwide.

With bloggers, the media moguls have realised that the process has been turned on its head with ‘mass-intermediation’. They are concerned that that this eclectic link selection process will have a detrimental effect on subscriptions, readership figures and advertising revenues. Dow Jones, publisher of the Wall Street Journal is taking the unprecedented step of making the US online version of the paper free for a week from November 8th to encourage take up and discussion of its content in the blogger community.

Now the news media industry feels a change brought by mass-intermediation but it is not sure how it will affect their businesses. Are blogs an online power that swarms on certain issues or stories? How should they harness the power of this online mob? I suspect that will be a very entertaining storm in a latte mug as people compare it to the punk or garage ethic, weave pointless business models around it, endlessly analyse it and compare it to fashionable theories like prosumption, social networks and communities.

There is a report from Morgan Stanley equity analyst Mary Meeker discussing the rise of blogging and how she thinks Yahoo! stands to benefit from incorporating RSS feeds from blogs into their My Yahoo! personal portal page, however that doesn’t mean that it can’t be easily copied by others such as MSN. Another interesting related article is at the Online Journalism Review by Mark Glaser called ‘Open Season: News Sites Add Outside Links, Free Content’.

Categories
初 | hygiene | 기본

Webcast Gems

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I recently had a look at a webcast panel filmed at the University of Berkeley, California to do with the use and abuse of science by the presidential administration of George Bush Jr. In addition to this presentation they also have some great webcasts on poetry, free speech (Berkeley had a huge role in the beatnik and hippie generations). Real player required. Berkeley’s academic rival Stanford has some interesting webcasts analysing how science and technology and will be affected by a Kerry administration or a second term for the Bush administration.