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  • Introducing the New Entercom Digital Ticket System!

    Jen 10:51 am on July 20, 2011 | 0 Permalink | Reply

    Hello Everyone.  I am extremely excited to announce the debut of Entercom Digital’s new ticketing system.  We have licensed a program called ZenDesk.  From this point on we ask that any questions/tasks/concerns from markets be submitted using the new Entercom Zen Desk form.  Please have all team members in a market use this system; it is not limited to Webmasters.  It is important to use this form each time so that your issue can get addressed quickly.  If an email is sent directly to an Entercom Digital team member and they are out of the office, the ticket will not be addressed until they return.

    There are two ways to submit a ticket:

    1.  Visit entercomdigital.com and click on the red Request Support button located in the upper right hand of the site:

    Once you arrive to the Entercom Zen Desk website click on the option titled:  Submit a Request – complete the form and hit submit.  You will receive a ticket notification via email with the ticket ID number and link to your ticket.  In order to track your ticket within the Entercom Zen Desk dashboard you must sign up to be a Registered User, else all ticket communication will be sent via email.  If you want to see your ticket status you can create an account by clicking on login option:

    Input your email and then click on the option “Help I do not know what to do here” and submit.  The system will then send you an email confirmation to confirm your account.  Once you confirm your account and create a password you will be a registered user and will not need to repeat this process again.

    2.  If you are a registered user you visit the site - http://entercom.zendesk.com/home and click on the “Login” button in the upper right hand corner.  Login and submit your ticket by clicking on the “Submit a Request” navigation option at the top of the page:

    What are the new benefits?

    1.  Each ticket submitted will bounceback with an automated email confirmation and unique ticket ID number.  Once the ticket is submitted you can track the history of your ticket with the Entercom Digital Team.  You will be assigned to a “Market Group”, for example Entercom Denver.  This will give everyone in the Entercom Denver group the ability to track all tickets submitted to that market. This is a great way for local teams to have access the same information and status on tickets or tasks that the corporate team is assisting you on.

    2.  We are building an Entercom Digital Knowledge Base.  You have the option of searching the Knowledge Base before you submit a ticket.  This will include answers to the most common questions. The Knowledge Base will continue to grow with new entries each day.  This is a great place to start if you do not know an answer to a commonly asked question.

    3.  There is a section called Announcements that will we provide important announcements about the Digital Team, Vendors, etc….

    4. We’ve gone Mobile! Zendesk offer iphone, ipad and Android apps (free) that allows you to view and submit tickets.  After you download the app, sign in using your email address and password you set up. The subdomain or URL you’ll need to enter is entercom.zendesk.com – that’s all it takes to set it up on your phone. You can even receive push notifications on your tickets (ipad/iphone only).

    How to know when to submit a ticket to the Entercom Digital Team:

    1.  If you have any question on Digital Assets – Website requests; training requests; vendor concerns etc…. please submit a ticket so that we can provide you assistance soon as possible.
    2.  For any issues with Intertech Media you will still continue to submit tickets using this email address: entercom@intertechmedia.com. If you are unsure – you certainly may submit a ticket to the Digital Team     and we will point you in the right direction.
    3.  Any questions you have for our Ad Ops team.  For example training questions, questions regarding 24/7,  ad tag requests, etc.  Display campaign traffic will still be using this survey submission form:
    http://surveys.radiotown.com/survey/takeSurvey.asp?surveyID=80
    Will the old Wrike system be retired?

    Yes the Wrike system has been “put to rest”.  Our team has closed out any existing open tickets if they were completed.  If the tickets were not completed, the Digital team moved over any existing tickets to the Entercom Zen Desk system.  If you have a ticket that you do not currently see in the new system please submit a new ticket and it will be assigned to the appropriate person.

    Any questions or problems please contact me and I will do my best to address your concerns as soon as possible.

     

  • Entercom Digital Knowledge Base

    Jen 11:02 am on July 20, 2011 | 0 Permalink | Reply

    Have questions?  Start at the Entercom Digital Knowledge Base to search for an answer!

     

  • Changing Out Your Webpage’s BG Image (and then some…)

    Tony Senes 4:03 pm on March 9, 2011 | 0 Permalink | Reply

    Thanks to Annette for asking for written instruction on how to change out your web page’s background image as part of the elements of a take-over, which is the point of the blog post.

    The other point is to dub this blog, as this is my first post to it.  It’s an idea I had moons ago (probably still while at ITM), and certainly had unrealized intentions up to now here with Entercom Digital.  Let’s realize them!  You’ll see blog posts by me in this blog categorized into a brand new category: Vortal Kombat! Tips and tricks to effectively dominate the Vortal content management system.  Kill techniques included.

    On to the business side of things.

    To change your page’s background image, we have to override the Vortal master.css file which holds the background style information. We’ll copy the background style and insert it locally onto the page, wrapped in the proper tags, and then change out the actual background image.  The page will load with our new background style and override the master.  Procedure below.

    *****

    1. Copy the BODY { } style from the master station style sheet.  I get to the master style sheet via Firefox’s Web Developer tool, conversely you can download it from the following assembled, relative URL path: /pages/YOURCALLLETTERS_alt.css

    2. In Vortal3, customize the desired page and insert the copied style into an HTML box at the top of the page, preferably in the head section of the Vortal page.


    3.  Remember to correctly insert the BODY { }  style inside of the <style> tags.  Here is an example of how your code should look in the HTML box:

    <style type=”text/css”>
    <!–
    BODY {
    background-color: #000000;
    text-align: center;
    margin-top: 0;
    margin-bottom: 0;
    background-image: url http://imgsrv.etmdvejef2.itm-staging.com...);
    background-repeat: repeat-x;
    background-position: center top;
    }
    –>
    </style>

    4. Change the background image to your new background image (which you should load into the Vortal image helper).

    5. Save the HTML box, and select done on the bottom of the customize page.

    6. Preview your page with the modified background image to ensure it looks correct.

    *****

    As we discussed on the call, simply uploading the new background image may not always be the best option for the visual integrity of your page.  You may need to adjust and override the .Main Tb { } background as well, or “massage” the background image to best work on your site.

    Again, the above procedure is only for Vortal generated pages.  For your site’s Drupal or Wordpress generated pages, please send our team a ticket via the support form.

    So thats that!  I wonder what my Vortal Kombat blog post tag line should be.  Any suggestions??

     

  • Brightcove Mobile Video Upload – iPhone

    clybecker 12:46 pm on December 8, 2010 | 0 Permalink | Reply

    In early November brightcove launched a mobile video upload app in the iPhone App Store. Currently you must have an iPhone 3GS or iPhone 4 to use the app.

    This is a quick tutorial on how to use the Brightcove app to upload video from your iPhone to your stations websites:

    (note you will see 3 apps if you search for ‘Brightcove’ in the app store. You want the app titled ‘Brightcove Mobile Upload’ highlighted above)

    • After you have installed the app you will need to get your Brightcove write API token from your Brightcove account in order to log in from the app. Here is how you grab that:

      • On the left hand side, find API management

    • Now find the write token and click the envelope button to email the write token to an email address that you can check on your iphone (this will make it much easier as you can copy it and paste it into the app)

    • Launch the Brightcove app on your iPhone and paste the write API token into the field and click log in:

    • You can now create new videos or browse your existing videos on your iphone

    • Select a video and hit upload

    • Once the video is done uploading it will appear with the other titles in your brightcove account. You can then log in to your brightcove account and assign it to whatever playlists you or embed it on a page.

    Right now there isn’t a way to browse players and playlists on the iPhone app… but we can post the video directly to a playlist by setting up a smart playlist and using video tags

    • Go to your brightcove account
    • Go to the ‘Media’ section
    • Create a new playlist

    • Make your new playlist a ’smart’ playlist and add a tag to use when uploading from your mobile phone… something like ‘mobilevideo’

    • Assign that playlist to the player on your videos page, or create a new player to put on a page called Mobile Video or however you want to display these videos on your site
    • Now when you upload videos from the app, and tag them with ‘mobilevideo’ they will automatically be added to this playlist and be live as soon as the video is finished processing in brightcove

     

  • MODIFICATION to Scheduled Maintenance Notification – NOW *** WEDNESDAY DECEMBER 1st from 10:00 PM To 01:00 AM Eastern*** (GMT -5)

    Jen 1:58 pm on November 30, 2010 | 0 Permalink | Reply

    Please be advised that the maintenance originally scheduled for TODAY @ 10:00PM Eastern has been delayed by 24 hours.

    The maintenance will now occur starting Wednesday December 1st at 10:00PM until December 2nd 2010 at 01:00AM, eastern time zone (GMT-5)

    All impacted services remain the same

     

  • Scheduled Maintenance Notification *** TUESDAY NOVEMBER 30th from 10:00 PM To 01:00 AM Eastern*** (GMT -5)

    Jen 12:28 pm on November 29, 2010 | 0 Permalink | Reply

    Dear Customer,

    Please be advised that a scheduled maintenance on AndoMediaGroup’s streaming platform will occur starting Tuesday,  November 30th at 10:00 PM until December 1st 2010 at 01:00 AM, eastern time zone (GMT -5).

    1-                  At times during the maintenance window,  StreamTheWorld’s User Zone page may be unreachable

    2-                   Server Side Media Recorder will be offline, any recordings in progress or scheduled to start within the service window will fail.

    3-         At times during the maintenance window, On Demand media may be unreachable

    This maintenance is non-impacting to streaming services, only components listed above will be impacted.

    In the event of a service affecting failure or a system malfunction please dial the following number :

    From North America: 1 (800) 939-9413

    From EMEA: +41 21 331 00 29

    PLEASE LEAVE A MESSAGE, A MEMBER OF THE SUPPORT TEAM WILL CALL YOU BACK WITHIN 20 MINUTES.

    In the event that the received support service is inadequate or not satisfactory, please contact Mr. Jean Bernard at:

    +1-514-945-0543 or at :   

  • New TuneGenie Features

    clybecker 1:24 pm on November 2, 2010 | 0 Permalink | Reply

    Check out this video demonstrating some new TuneGenie features:

     

  • The A-Z of Database Marketing

    Jen 11:08 am on October 14, 2010 | 0 Permalink | Reply

    A: All about the listener. The focus of your content should be on database members, not your promotions. A is also for Analysis. Collecting data is the first step, but the analysis of the data is a critical and often ignored next step.
    B: Is NOT for Blasts. Do not blast your audience with emails. Blasts are scattershot and cause damage. Rather… C: Create “Campaigns.” Your emails to listeners should be part of an overall campaign. Whether it’s to set an
    appointment to listen or promote half-price deals, make your emails part of a campaign, not a blast.

    D: Database marketing and Dollars. The two should be linked; you’re missing out on lucrative opportunities if they’re not.
    E: Email, but remember, email is the tip of the iceberg.     It’s the underlying data that holds the real value.
    F: Filter your emails based on database members’ interests.
    G: Growth. One white paper quotes a 30% annual churn to databases. Growing your station database is a never-ending job.
    H: Harness the power of your database. Use it to educate your staff, use it to super-serve your listeners, use it to drive customers to your clients.
    I: Invite listeners to share their thoughts and opinions.
    J: Just do it! Start collecting some data, make promises you can keep and be sure to deliver.
    K: Keep it simple. Don’t make your listeners jump through hoops to give you information or interact with you.
    L: Learn what your listeners like and give it to them.
    M: Money. More of it, many times more than what you may currently be making.
    N: Newsletters. Develop specific email newsletters for those who have specific interests.
    O: Open rates. Pay attention to what emails are being opened and not. Then ask yourself why.
    P: Permission to send emails. Work to get it and work even harder to keep it.
    Q: Quality. More important than quantity.
    R: There are three of them: Relationships. Ratings. Revenue.
    S: So many as well. Segmentation. Statistics.Surveys. Social Media Integration. Each an integral part of your database marketing.
    T: Trust. It’s the most important currency you can build – with your listeners and your clients.
    U: Unequivocal dedication to your listeners. Remember, they are showing dedication to you by opting-in, participating
    in surveys, opening emails, posting on Facebook, etc.
    V: Value. It comes from sending valuable content for your readers to delight in and decide to virally share. (It is definitely not for “value added.” Your database is a money maker, not a bonus.)
    W: Writing. An email is analogous to an on-air break. You want tight, entertaining breaks. Your emails should be equally so, wonderfully entertaining and wittily written.
    X rated content. Cool, maybe, but it won’t get delivered.

    Y? Because you have to. If you’re not building a database and relationship with your listeners, someone else is.
    Z: Zip codes are a gold mine.

     

  • Link Your Brightcove Players Correctly = Grow Your Web Traffic

    Mat Giordano 8:57 am on September 17, 2010 | 1 Permalink | Reply
    Tags: analytics, , growth, web traffic

    So I filled out a Brightcove customer satisfaction survey a while ago, and gave some feedback about a feature I thought would be really cool: an intuitive way to share your video links and have them point back into the page they originated from, as opposed to going to link.brightcove.com.

    Earlier this week I started chatting with Jeremy Merle, the product design and user experience director at Brightcove via email about the feedback I left. We set up a call for this morning at 10 AM EST, so I could clarify what I meant.

    In the meantime, Brightcove rolled out Studio 4.2.1. In this release came a whole new level of analytics that’s available to everyone, including Attention Span analytics (which are really eye-opening) and other goodies like Engagement and Unique Viewers. The one I want to touch on here is Top Domains.

    I was looking at this and thinking “Hmmm…Brightcove.com is accounting for almost 1/4 of our video web traffic. There has to be a better way to dump those visits and pageviews back into our domains.”

    In essence, we’re sort of hemorrhaging web traffic because when people are sharing our videos via email, links, etc. from the players they end up at brightcove.com instead of back at our sites. One of our top referrers is Facebook; imagine if we could get all those views back to home base.

    I brought up this point to Jeremy this morning on our call, since it was essentially what I was wondering when I gave my feedback initially and he did some research and helped me out on how to fix it.

    Before I wrote this I went and looked at some other Entercom markets’ web properties and every one I saw was linked to link.brightcove.com, so I can assume a large chunk (if not all) of our markets need to make this fix. It’s as simple as going into the Publishing Module, clicking on the player you want to edit, changing the hosting URL back to the page you have the player embedded in, generating the code and replacing the embed code you already have.

    It gets a bit hairy there, though, since you want to make sure you are putting the embed code inside the CSS div in Vortal (and not deleting mobile/iPhone code), plus local webmasters don’t have access to the homepage template holding the chromeless player (and the Watch landing page is a Drupal page) so I’m assuming the Digital team would have to get involved at some point to help adjust this stuff. I know I’ll be putting in a request to get it done here.

    We’d really like to monetize our video content better in market here, and I think a little fix like this across all the players will grow our stats (and web traffic overall) quite nicely to make a stronger case to potential advertisers.

    To see an example of how it will work, I have published the updated player in our Froggy 101 video page. Just click “Get Link” within any video and see how the link generates a URL direct to that video inside of the player on the site.

    Merry Friday!

    UPDATE (9.20.10): As Dan M. noted in the comments below, you don’t actually have to go in and change your embed code after updating your ‘Publish Module’ settings; they update automatically. Check out  Dan’s comment for browser caching information.

     

    • Dan Muzyka 9:25 am on September 17, 2010 Permalink

      Thanks Mat, this is a great tip!

      One quick point: it isn’t actually necessary to change the embed code after changing this setting in the Brightcove Studio. The change will appear not to take effect unless you open the page with the player in a different browser, due to browser caching. In other words, if you were looking at the player in IE, you would need to check it in Firefox, Chrome, or Safari after making the change, because ruing the clear cache command does not seem to fully clear it out.

  • Great article about “Loyalty” by Seth Godin

    Jen 8:30 am on September 9, 2010 | 1 Permalink | Reply

    Loyalty

    Loyalty is what we call it when someone refuses a momentarily better option.

    If your offering is always better, you don’t have loyal customers, you have smart ones. Don’t brag about how loyal your customers are when you’re the cheapest or you have clearly dominated some key element of what the market demands. That’s not loyalty. That’s something else.

    Loyal customers understand that there’s almost always something better out there, but they’re not so interested in looking.

    Loyalty can be rewarded, but loyalty usually comes from within, from a story we like to tell ourselves. We’re loyal to sports teams and products (and yes, to people) because being loyal makes us happy. Why else be a fan of the Cubs? Some customers like being loyal. Those are good customers to have.

    Loyalty isn’t forever. Sometimes, the world changes significantly and even though the loyal partner/customer likes that label, it gets so difficult to stick that he switches.

    I think there’s no doubt that some brands and teams and politicians and yes, people, attract a greater percentage of loyal fans than others. Not because they’re bigger or better, but because they reinforce the good feeling some people get when they’re being loyal. Hint: low price or supermodel good looks are not the tools of choice for attracting people who enjoy being loyal.

    Rewarding loyalty for loyalty’s sake–not by paying people for sticking it out so the offering ends up being more attractive–is not an obvious path, but it’s a worthwhile one. Tell a story that appeals to loyalists. Treat different customers differently, and reserve your highest level of respect for those that stand by you.

     

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