FT ditches iOS apps – more publishers to follow?

The news last week that the FT is to remove its apps from the Apple app store is the latest episode in the ongoing saga surrounding media publishers and their digital content strategies.

If you’ve missed the story so far, then what you need to know is that Apple, in February, changed the rules and forced publishers to run subscription services for any apps on the platform through its in-app purchasing function.

The catch here is that Apple takes 30% of all monies received through in-app purchases. And, as you can imagine, publishers like the FT aren’t very happy about this.

First of many?

The FT has taken matters into its own hands and has pulled its apps from the store and has created a new web-based app for the iPhone and iPad instead. A version for Android will be available soon.

And others will possibly follow suit. Amazon launched a web version of its Kindle iOS app in the summer and it looks as though the WSJ will soon remove all in-app purchasing options to ensure compliance with Apple’s new rules.

Of course Apple is hoping that the sheer number of users on its devices will persuade publishers that the 30% levy is a necessary evil. However, these moves suggest publishers might not have the same mindset.

The data game

Another key part of this that is often overlooked is the data angle. Another part of Apple’s rule change is that no publisher or app developer can retain information about customers that make in-app purchases. For a company like the FT, this is a massive issue. Acquiring data on subscribers and using this for marketing opportunities is absolutely vital to its entire business model.

The irony here is that Apple could be doing itself out of long term app revenues. There has always been an argument over whether platform specific apps or HTML5 cross-platform apps (like the new FT web-app) will be the future with many, myself included, believing the former is unsustainable and the latter will provide much more flexibility for publishers and users alike. This move by the FT seems to confirm that view, albeit the motives are for slightly different reasons.

Going against the app model

It seems that, if anything, Apple is forcing publishers to look at alternatives that might, ironically, do them out of some of the big revenues they currently enjoy from the app store.

The main arguments against web-based apps are they are often slower, less feature-rich and don’t have offline-reading modes. But with HTML5 technology developing quickly, these could soon be irrelevant.

Of course Apple is unlikely to go down without a fight, especially if more high profile publishers move away from the app store. The FT and Apple have apparently held talks over this issue already with neither seemingly willing to budge at this stage.

This is a fight that has many rounds to come. The eventual winners might be uncertain at this stage, but it is another blow for publishers tirelessly searching for answers to the digital conundrum.

First published on the EML Wildfire tech PR blog

Is customer service via social media really the answer?

My new iPhone 4 arrived on Friday; I was very excited. But alas, my experience in trying to get it activated and in getting my old number ported across has been less than satisfactory. My dealings with Vodafone as a new customer have hardly turned me into a customer advocate (give it time, I guess) and, whilst I won’t bore you with the various trials and tribulations (you can get an idea from my Twitter feed), the various phone calls and tweets I have exchanged with the company over the last couple of days have made me think about the role that social media can play in customer service.

The first thing I will say is that, despite the problems they’ve had in the past, the @vodafoneuk Twitter account is impressive. They answer tweets in good time and are always helpful and friendly. They also work long hours and are available throughout the weekend as well, unlike certain other telecoms companies (yes O2, I’m looking at you!).

But, having said that, when I came to actually trying to get things done, it was only through a call to the contact centre that things were accomplished (albeit slowly and painfully, but that is another post for another time).

So the question is, can customer service via social media ever really be effective in getting problems solved, or will it always just exist more as an advanced information distribution service? When the Twitter rep did want to try and check the status of my activation, I was forced to use good old email to get in touch (an email that received no response I hasten to add), so back to the same old problems.

So how did my experience via social media make me feel as a customer? On the one hand, I was impressed by their speedy responses and genuine desire to help. But once I had got over that surprise, all I really wanted at the end of the day was a resolution to my problem and this they couldn’t help with.

I appreciate this is early days for companies like Vodafone and that many are still feeling their way, but I can’t help but think that brands might be setting themselves up for a fall. After all, Vodafone are able to manage the relatively small number of enquiries they receive through Twitter at present, but what happens when or if numbers start to skyrocket. In terms of the investment, is this a drain on resource for Vodafone or are they seeing reduced call volumes as a result? Customer service is always a big resource hog for businesses and I wonder whether social media helps or hinders that?

The fact is that the ‘customer service through social media’ issues aren’t ones that brands can easily ignore. If you have a presence on social media as a business then your customers or clients will get in touch with you to discuss customer-service-type enquiries whether you like it or not. Is there a way to do this effectively or are we all just delaying the inevitable call?

Danny Whatmough (@dannywhatmough) is a PR consultant at Wildfire PR. He blogs at dannywhatmough.com and the Wildfire Blog

What will be in the iPhone 4G?

Everyone that knows me well, knows that I am slightly addicted to my iPhone. And, Nexus One withstanding (it’s not a game changer), I’m looking forward to upgrading to the iPhone 4G when it likely comes out later this year.

With Apple set to announce the iSlate next Wednesday, combined possibly with an upgrade to the iPhone’s OS, it’s set to be an exciting year for Apple fanboys.

So I was intrigued to see this little infographic yesterday from French website Nowhere Else – it’s enough to whet my appetite…!

At £2.39 the Guardian iPhone app adds value

Anyone that knows me, reads this blog or follows me on Twitter will know I’m addicted to my iPhone. Why is it so great? Simple; it’s all about the apps.

The iPhone isn’t a phone at all really, it’s a mini computer giving me access to the web, Twitter, games, news etc.

The Guardian iPhone App

So the launch today of the Guardian’s iPhone app is exciting (especially as this is my paper of choice).

And the app is great. The Guardian have been a bit late to this game, with other national newspapers releasing apps a while ago, but it seems they have been using the time to create an app that is slick, very functional and user friendly, packed with a range of great features.

There is offline reading and audio playback, the ability to favourite articles and even customise the homepage, picture galleries with full screen viewing and the option to browse by subject and author or look at ‘trending articles’.

There are some aspects missing. I’d love to see a ‘share on Twitter’ function and also the inclusion of article comments - however, in an interview I did with him over on the Wildfire blog, Guardian Product Manager Jonathon Moore advised this will come.

There is a cost however: £2.39. For me, this is a small amount to pay. I know that all this content is available for free online via a browser, but there are additional features (e.g. offline browsing) and a better interface that I would happily pay for.

The ‘free’ debate

So how does this affect the paid-for debate around news content. I’m happy to pay the equivalent of three print newspapers for this app – for me, that equals value. And surely value is the key thing here. I’ll pay for something if I attach value to it (as long as the value assigned equals the value I attach to it).

The Guardian has said it is unlikely to put up a paywall and I would support this strategy. I don’t think across-the-board paywalls are the answer for newspapers. And I think the Times will suffer with theirs.

Papers needs to work out where they can really add value in contrast to their competition (other papers, bloggers etc.).  The Guardian app seems like a good example of how this can happen in practice.

Good iPhone data capture move from Orange

Twitter has been simmering this morning with news that Orange is going to be selling the iPhone 3GS in the UK by the end of the year.

Now, despite numerous complaints about the service that iPhone users have received under O2, their use of Twitter to quickly respond to and work with users has been pretty impressive: http://twitter.com/o2.

But Orange doesn’t seem to be too far behind. Only hours after the announcement, @conorfromorange has been tweeting and keeping excited iPhone fans abreast of latest developments.

And the iPhone microsite he mentions is a smart move from the carrier, building on the social media buzz that has accompanied the announcement and capturing data about potential customers, even though the phone isn’t available yet.

Personally, as someone that moved from Orange (the only carrier I had ever had a phone with) to O2 when the iPhone launched, I don’t really have any complaints with O2.

But the competition can only be a good thing and will hopefully push prices down.

Why mobile apps could be the next killer technology

A few weeks ago, Sky revealed a new iPhone app that will allow users to set Sky+ recordings remotely. Its a great example of how mobile applications can be used to make life that little bit easier. (And yes, I’m jealous that Virgin Media haven’t done the same)

With Android, Blackberry and Nokia all either launching or set to launch their own versions of the Apple App store, mobile applications have really come of age.

The Guardian wrote a big piece on iPhone apps recently, covering the fact that Nine Inch Nails are set to launch their own app allowing their fans and followers better access to music, downloads and everything else they could possibly want. App-mania is upon us.

For those that haven’t experienced apps so far, the obsession may seem odd. After all, aren’t we supposed to moving away from ‘software’ towards cloud computing and web-based applications like Gmail and Salesforce? Well, it seems that mobile apps offer a good comprise between the two, especially on mobiles where, despite improvements, browsers still lack the ease-of-use experienced elsewhere.

Many apps are still dependent on internet access and the best (other than games for obvious reasons) do still embody key ‘cloud’ features. But, as Salesforce demonstrates, creating an app rather than merely an optimised mobile site, does make sense. And when the iPhone 3.0 software launches this summer, iPhone apps will go to the next level.

Having said all of this, there is a flipside. Google has been quite resolute in failing to really support a push into mobile apps, on the iPhone at least. Here, the Google app is nothing more than a portal, linking to the various web pages of Google services – search, Reader, Mail etc. – and whilst you can understand their focus on the ‘web’ it does render the application itself rather useless. Having said that, the new mobile version of Gmail is fantastic and possibly demonstrates that application functionality through mobile browsers is perhaps not as far away as we might imagine.

But until this happens, I hope that more big businesses take the plunge and join fantastic apps like National Rail (despite the price/downtime), Tube Deluxe, Shazam, the New York Times, WSJ etc.

Imagine a BBC or Guardian iPhone app for example. I’m surprised more haven’t followed suit. And yet, you do fear that as more and more app stores open on more and more platforms, the ‘bigger players’ may be forced to focus more on platform-neutral websites (despite handset and browser quirks) and leave app development to independent specialists armed with APIs to create some really exciting and productive tools.

Why I just don’t get the Kindle…

[Few caveats: I've never tried an electronic book reader thingy, I've never seen a Kindle in real life]

Amazon has proudly announced Kindle 2.0 – the electronic book reader which allows you to read books without carrying them all around etc. etc.

But I just don’t really get the appeal. Surely it is just a matter of time until one of the big players puts the ability to read books like this onto an iPhone or equivalent device? Why would I want to pay $300+ to buy something like this this when it could be integrated?

Ok, ok, I hear your shouting – the iPhone is too small, not enough battery and doesn’t have the nicely designed screen that makes reading easy…

I say: all problems that can be overcome.

So come on Amazon, Apple, Nokia, Microsoft – let’s sort it out! There’s surely money to be made… (& I don’t want yet another device I have to carry around with me.

About

This is my story. I've always been fascinated by the internet. My first passion was music and I studied a music degree at Birmingham University. But once graduated I quickly went back to the web working as a digital marketer. I also ran a web startup for a few years. In the need of a new challenge, I turned to the world of PR and now work as an Account Director at EML Wildfire. My interest is primarily looking at how PR professionals can make the most of the web and digital marketing. This blog contains my thoughts and things I find inspirational.

© 2012 Danny Whatmough - Made by me