Have questions? Start at the Entercom Digital Knowledge Base to search for an answer!
Updates from jpearson RSS
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Entercom Digital Knowledge Base
Jen
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Introducing the New Entercom Digital Ticket System!
Jen
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.
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MODIFICATION to Scheduled Maintenance Notification – NOW *** WEDNESDAY DECEMBER 1st from 10:00 PM To 01:00 AM Eastern*** (GMT -5)
Jen
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
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Scheduled Maintenance Notification *** TUESDAY NOVEMBER 30th from 10:00 PM To 01:00 AM Eastern*** (GMT -5)
Jen
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:
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The A-Z of Database Marketing
Jen
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. -
Great article about “Loyalty” by Seth Godin
Jen
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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Subject Lines that Click: The 2-2-2 Principle
Jen
Found a great article I wanted to share with you all…
2 Seconds, First 2 Words, Why Does It Matter Today?
by Julie Niehoff, Constant Contact Regional Development Director, Texas
This morning when you opened your email inbox, did you notice that some emails immediately jumped off the page at you, demanding your attention? Maybe there was a message from your boss, something from a coworker or a key customer that needed your assistance, or a newsletter from a store that you love.
Some emails get your immediate attention, while others are flagged for later or go relatively untouched. A compelling subject line can make all the difference.
Most of us just don’t have time to get to every email message. We all live in this reality. We all play the same game of managing our inboxes and flagging emails that we’ll “get to later” — I call this the battle of priorities. We all play it, and as a marketer, you can win that battle.
When someone first gets your email, you have on average three seconds to get them to open it. The first second is spent on the From line, recognizing who sent the message. From there, you have just two more seconds to compel them to open your message with your subject line. That is why I came up the 2-2-2 Principle:
• You have 2 seconds.
• The first 2 words matter the most.
• Answer the question “Why does this matter today?”
How to Write 2-2-2 Subject Lines that Deliver Results
We’ve covered the fact that people spend about two seconds reading an email’s subject line. The other reality is that the first two or three words matter the most because sometimes that is all people read before deciding to open the message now or put it off until later. It’s important to front-load your subject line with the most compelling part of your message. (Note: most mobile devices, like Blackberries and iPhones, can only show 14 characters for the subject line.)
As an example, in my inbox today I received an email from a favorite charity — let’s call it Dallas Helps the Homeless. Their subject line was “March Newsletter.” I also had an email from my boss and one from a customer — those two won the battle of my priorities this morning. I care about the homeless organization very much, but the others compelled me with their subject lines while “March Newsletter” did not.
I might have been more apt to open DHH’s message immediately had their subject line said “Tomorrow: Need 3 Hammers — Can You Help?” The words “Tomorrow: Need” at the beginning of the message answers my question, “Why does this matter today?”
Applying 2-2-2 to Your Subject Lines
Here are four tips you can use to make your subject lines 2-2-2-friendly:
• If you have multiple topics, highlight the most compelling or time sensitive one in the subject.
• Use numbers to get attention. For example, “20 Seats Left for Friday,” “Top 10 Tax Tips,” “5 Green Things to Do Today,” “3 Reasons Your Jeans Don’t Fit,” etc. When used to support your content and call to action, numbers can add greatly to your open rate.
• Create a sense of time sensitivity with terms such as “RSVP,” “Today,” “This Weekend Only,” and words like “few” and “limited” — but stay away from the word “free” in your subject line. (See sidebar)
• If you’re using email marketing to stay in touch with your customer base but do not have a time sensitive message, try tying your subject to a current event to give your message a relevant angle. “Tax Time, the Stimulus Package, and You” or “Everyone Is Going Green — You Can Too” work better than “Joe’s Pet Store Newsletter,” for example.
2-2-2 in Action
I recently coached the Houston Arboretum on the 2-2-2 Principle, and saw the organization increase its event attendance by 35 percent by changing subject line from “Upcoming Adult Classes” to “Few Spaces Left for Eco-Friendly Wine Class.” The Arboretum enjoyed a similar boost in response rate by changing “Children’s Classes” to “Limited Spaces Available for Children’s Classes.” I also dramatically increased attendance at my own training program by changing my subject line from “Upcoming Classes in Dallas” to “12 Seats Left for Dallas Email Marketing Class.” The 2-2-2 Principle really works!
Remember, you don’t have to be pushing an event to use the 2-2-2 Principle. And you don’t need to use an urgent message every time you send an email. But you must give your audience a reason to put you at the top of their priority list today or other items in their inbox will instead take precedence. If you cannot answer why your email matters today, you should stop and find a way to make it matter.
We’re all busy — sometimes too busy to open and respond to hundreds of emails. If you can find a way to make your subject lines timely and relevant to your customers’ lives, then people will have more reason to open your emails. Keeping the 2-2-2 Principle in mind will help you win that battle of priorities and more people will open your emails.
Sidebar:
Spam Filter Triggers to Avoid in Subject Lines
Deliverability is the first step to getting noticed. Find alternatives for the Subject Line No-Nos below to make sure your communications aren’t swept into spam filters.
• Sale
• Free
• Advertisement
• $$$$$
• ALL CAPS
• Excessive Punctuation -
Brightcove Updates
Jen
Recent Brightcove Product Updates
July 1st and June 22nd updates:
* Brightcove App SDK for iOS: Version 1.2.1 with iOS 4 support: We released an updated version of the Brightcove App SDK for iOS to support Apple iOS 4.0. More here: http://developer.brightcove.com/en/artic...
* New player templates for mobile devices: We introduced two new standard player templates that are optimized for mobile devices; the Mobile Optimized Video Player and the Mobile Optimized Video Player with Horizontal Video List. More here: http://support.brightcove.com/en/docs/pl...
* Brightcove App SDK for Android: The initial version of is now available and enables you to develop apps that deliver Brightcove video to Android OS devices. More here: http://developer.brightcove.com/en/artic...And a reminder of two other recent product updates:
* Custom Transcode Settings: Use the Brightcove Studio to configure fine-grained transcoding settings that are used when you upload videos for transcoding by Brightcove’s Adaptive Encoding Engine. You have the power! More information here: http://support.brightcove.com/en/docs/vi...
* Re-encoding videos with FTP batch provisioning: Brightcove Pro and Enterprise publishers can now use FTP batch provisioning to direct Brightcove to re-encode the video files for a video, while retaining all of the video’s metadata. More information here: http://support.brightcove.com/en/docs/re...HTML5 Update
Based on feedback on the rollout of our upcoming native HTML5 experiences (not based on the available MobileCompatibility.js method, as outlined here: http://bit.ly/9wzTJA) we’re looking to add more polish and completeness prior to our initial release.
We have also wanted to provide more explicit control to our customers in managing activation of HTML5 experiences. As such we are now targeting our first public milestone for the BC 4.2 release in mid-August. We’re still primarily focused on single video player experiences with a target of natively supporting the following templates and any simple custom derivatives using their BEML components.
1. Video Player
2. Chromeless Video Player
3. Video Player with LogoPrior to any release to our customers we are going to ensure that geo-restriction, domain restriction and IP restriction controls are honored for HTML5 as well as Flash experiences. This is a change in our initial plans, but we feel this will help resolve lingering concerns that customers may have with even some amount of HTML5 experimentation.
HTML5 FAQ…
Q: What about players I created and published before the release?
A: If you published them with the Javascript publishing code, then existing players will be enabled for HTML5 automatically.Q: What if I don’t publish my players using Javascript?
A: Device detection won’t work unless you’ve published using JS publishing code. If a publisher wants to leverage our new smart players then they will have to publish using the Javascript publishing code.Q: What player functionality differences are there between the HTML5 and Flash version of the player?
A: Player sharing features and menus (get link, get code, blog, email) are not available in the HTML5 version of the players. We are working to add this functionality later in the year.
There is no volume control on the player, users have to use the device volume controls.Q: What if I don’t want my players to be smart (HTML5-compatible)?
A: Not sure why you wouldn’t want them to be HTML5-compatible, but if that’s not the case, every single video player will have a checkbox to enable/disable HTML5 in the Publishing module.Q: What’s next for our smart player and HTML5 support?
A: We are working on supporting more of our BEML components (and therefore more player templates) as we expand our HTML5 support. The next goal is to add HTML5 support for single and multiple playlist players (target is late summer/early fall). A robust plugin framework, advertising integrations, and analytics plugins won’t be available until later this year or 2011.Feature of the Month: Video Smoothing
Brightcove can use video smoothing to improve the perceived quality of video playback. There’s a trade-off, however, between the added quality you might get by using video smoothing and the additional CPU burden that video smoothing imposes on the client. By default, Brightcove uses video smoothing for videos with a bit rate less than 950 kbps, and does not use video smoothing for videos with a bit rate greater than or equal to 950 kbps.
You can override this default video smoothing behavior by including the optional videoSmoothing configuration parameter in your player publishing code. Read more about Video smoothing here: http://support.brightcove.com/en/docs/vi...
The Studio’s Media Module video preview uses Video Smoothing on All Renditions. So if video looks “better” in Preview than it does on your website, the most likely cause is Video Smoothing.
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STW 0 Scheduled Maintenance Notification *** Thursday July 15th from 10:00 PM To 11:59 PM Eastern*** (GMT -4)
Jen
Dear Customer,
Please be advised that a scheduled maintenance on StreamTheWorld’s streaming platform will occur Thursday, July 15th between 10:00 PM and 11:59 PM, eastern time zone (GMT -4).
This maintenance is NON IMPACTING to the streaming services.
Stations using the Media Recorder option may be affected if a recording is scheduled within this time frame. Recordings in progress may get interrupted.
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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 29PLEASE 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 : jean.bernard at streamtheworld.com <mailto:jean.bernard@streamtheworld.com>
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Guide to CSS Support in email clients
Jen
Hello there – our friends at Triton passed along a great article when it comes to CSS Support in email clients. Take a peek!
http://www.campaignmonitor.com/css/
