Disruption and Joost beta 0.9.2

I have been playing around with the latest upgrades to my Joost™ beta trial lately. I like the user interface but I’m not sure I fit the target demographic.

The variety of content currently available on Joost is woefully inadequate, possibly due to the beta nature of the product at this time. It makes me wonder about the entire concept of their content distribution model.

How do you get live sports (a major challenge for compressed content), news, current affairs. Will any of these be coming?

What about access to new release programming, movies, etc.? Without these, I can’t see how anyone could consider cancelling their current TV distribution supplier.

Joost may prove that they can technically distribute video, but isn’t the real question whether people want to watch. With people moving their entertainment to HD large screens, I don’t think the Joost quality is good enough.

Is Joost an example of what I have called ‘The Iridium Syndrome’ – an engineering-led solution solving a non-existent problem resulting in massive flushing of cash?

One would think that IP TV, in whatever form, would be especially well suited for random access to archival programs, combined with a feature rich search engine capability. Something like entering “Lucille Ball chocolate factory” or “NASA moon Armstrong steps” or “Gomer Pyle”. What about a search for “Beatles Ed Sullivan 1963”. Am I showing my demographic prejudice?

Sorting programs into channels is something we have today. Our current broadcast distribution technologies are optimized to do a great job of delivering channels.

It is unclear to me that Joost is delivering enough on its potential to be a truly disruptive force. Random access and searching the universe of existing program libraries strikes me as more worthwhile for users and a more disruptive leap forward.

Wireless pricing state of play

I mentioned last week that I’ll be speaking about wireless pricing and competition issues later today at the CWTA AWS Forum in Ottawa.

I will provide updates from the Forum using a trial of a new Canadian mobile blogging tool for my antique Blackberry – I returned the demonstrator 8800. The AWS Forum has a variety of perspectives – the financial sector, equipment providers, current carriers and potential new entrants.

Speaking of wireless pricing, I noticed that Vikesh Anand posted about a new Rogers calling plan that offers 700 minutes per month of peak calling for $40.


Update: [April 23, 5:20 am]
Watch this space for updates from the AWS Forum.
[April 23, 9:40 am]
Flight to Ottawa was a who’s who of Canadian wireless – carriers, financial folks and entrepreneurs. A sell-out crowd at the Chateau Laurier – of course, CWTA used predatory conference pricing – free. Of note in the opening remarks by Michael Binder and Len St.-Aubin’s description of the consultation process was a repeated assurance that the Minister has no preconceived ideas. Despite last week’s call by Quebecor to expedite the auction, Industry Canada expects a lively internal discussion as it develops its auction policy.
[April 23, 11:00 am]
An unspoken message that I picked up from the technology session? With next generation wireless delivering viable alternate access for internet, are we going to see comments addressing wireless net neutrality as part of the AWS auction consultation.
[April 23, 11:40 am]
Dvai Ghose’s 8 Myths of Canadian wireless may win the award for most entertaining of the day. I’ll ask Dvai for his slides for your reading later this week.
[April 23, 3:10 pm]
Lies, damned lies and statistics was the title of Rob Bruce’s luncheon keynote and it was a common theme in the afternoon. Comparative penetration rates? Pricing? RoE? My conclusion: changing the rules of the game sends a dangerous message to the capital markets – let’s welcome additional competitive players, but without economic distortions in the marketplace.
[April 23, 3:35 pm]
Michael Hennessy of TELUS mentioned the private equity elephant in the room. With multiple Canadian private equity firms bidding 35B plus for Bell, is there really a need to have concern for new entrants to raise capital.

Regression analysis

There was a comment yesterday asking me why I have not written anything about the private equity interest in the Canadian telecom sector. Thanks for asking.

Surprising as it may seem, blog writing is not quite as lucrative as you may think. Many of my readers don’t seem to be very interested in the ads that frame this page. As a result, I’ll reserve commentary and advisory services [on certain issues, at least] for my consulting clients. But keep those cards and letters coming.

I noticed that, in the month of April, I have already mentioned Star Trek three times: two of the posts were associated with William Shatner coming to Toronto to help Rogers launch its Vision video calling and then there was Friday’s citation of Spock’s line from Wrath of Khan (among other episodes) in my post regarding carriers shaping packets for the good of the many.

Maybe I have spent too much time on campus at U of T, Queens and McGill this month. It is taking me back to my youth.

I wonder where I packed those Klingon action figures…

Why I like Virgin Mobile

Earlier this week, I mentioned that my daughter has been using Virgin Mobile for her phone service for the past 8 months. We signed up with them initially to avoid getting into a long term contract in advance of wireless number portability.

A few days ago, we called Virgin to determine how we should deal with her move back to Toronto. A real person answered the call, no music nor bionic menuing – what an innovation for 6-1-1! Within the duration of few minute call, we had her phone reprogrammed to a new number – no charge.

I like choice. I like free. I like having no system access fees. These are a few of my favourite things.

Andrew Black, President and CEO of Virgin Mobile Canada will be speaking at The 2007 Canadian Telecom Summit, at 4:30 on June 11.

What does your contact centre do for your brand?

Every so often, I run across a case of customer service that is so exceptional – good or bad – that I am sit in amazement when I get off the phone.

Some companies focus on their contact centre – it is considered a competitive differentiator. I think that customers like to do business with companies that have front line employees projecting a positive, even happy, image. Tomorrow, I’ll write more about Virgin Mobile, a company in this category.

And then there is the firm that I have been trying to talk to for the past two days.

It started with me trying to respond to an ad for a colour laser printer from yesterday’s National Post. No phone number in the ad, just a web address. Problem was that the website was broken. I found a toll free number (1-800-name of company), but the IVR routing was broken. Argghhh! Push 1 for English, 3 for computer equipment, 2 for printers, 2 for business and then “Please hold while I transfer to our service partner…”. Finally, one ring to reach “your call did not go through…”

Don’t you hate that?

After trying a couple more phone numbers, I spoke to their third party PR firm – the only shining light in the past 24 hours.

The IVR routing has since been repaired, but the agent at the end of the phone is from a third party hardware maintenance company and he routed my call to another queue that simply dropped the call after 5 minutes of on-hold music.

The ad for the printer had a circle around the brand name and said that this label was the most important part of the printer.

I agree.

The problem is that the company’s name is not projecting the same image as they might have hoped.

What is your contact centre doing for your brand’s image?

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