Author Archive

Thought for the day

Saturday, August 23rd, 2008

I was listening to the radio the other day and I heard the following exchange:

- Presenter: “I’ve got a futurologist with me tonight. So that means you’re an expert on the future.”

- Futurologist: “Well, just technology in my case, not the whole future, that’d be rather a lot.”

And it got me thinking. Isn’t that the problem with futurologists (in our sector they’re often called analysts), you can’t just take technology in isolation and try and predict its future as everything else gets in the way?

If it was just down to the technology, we could all be driving around in hover cars like we were promised all those years ago - but we’re not. So surely before making these wild predictions about technology in the future, people should also consider the society that might, or most likely might not, use that technology.

What do you think?

Company Profile – ScreenReach

Sunday, July 27th, 2008

I recently did a little teaser about ScreenReach, which generated a few comments. Well here’s a fuller profile following my conversation with Paul Rawlings, the CEO.

The Company
ScreenReach talks about itself as a ‘Screen 2.0′ company, which means that it offers an interactive display system that can deliver personalised content to screens – both big plasma display screens as well as mobiles.

Primarily this personalised content can be external information configured however the screen owner chooses. That could be news, stock market updates or the local weather. In this respect it is a bit like iGoogle for plasmas. The really clever stuff however is the fact that the content can be personalised based on the people near the screen.

The founders of the company come from a signage background and were looking for a way to provide hi-tech, quality display systems for all.

The Technology
In my first piece I talked about ScreenReach bringing the film Minority Report to life. I was referring to the scene in which Tom Cruise walks into a shop and all the screens recognise him and display personal messages just for him. ScreenReach offers something similar, or as Paul puts it, they “utilise location-based data to deliver something useful” to the consumer.

That location based data can be recognising that you as an individual are near the screen, maybe by using Cell-ID, GPS, or if you are close enough Bluetooth. Or it could be data that predicts the make-up of the ‘group’ of people nearby e.g. by accessing the till systems of the retailer to understand who has recently purchased. This information is then used to personalise the content on the screen.

For example, if the system recognised Ewan it might display a notice that said that Irn Bru was on offer, whereas if it recognised me it might display the advert for Custard Creams.

The Business Model
The audience for this technology is as Paul sees it ‘anyone who wants to deliver a message’, but that is mainly retailers or possibly corporate receptions and other similar places.

What ScreenReach is looking to do is to offer this technology to as many people as possible and not keep it in the hands of an exclusive group that can afford to pay big money for traditional quality signage. For that reason the initial costs have been set low (£99 for the software, plus a monthly fee based on the content delivered). On top of that, ScreenReach hopes to generate additional advertising revenues – with a percentage going to the retailer.

The idea behind all of this is that both the consumer and the retailer can configure the system to deliver the ads / information that they want.

For retailers, this means not running ads that are competitive with their offering and obviously running ads that actively promote their products.

For consumers it will be about setting their own personal preferences. One of the ways that ScreenReach is hoping to entice consumers to do that is through the mobile vouchers scheme that it offers. Consumers can set their preferences and then receive discount vouchers to their phone. These vouchers can be based on both their preferences and the additional information gathered (e.g. location) to make them more relevant.

In many ways this is a location based version of what Shop, Scan, Save offers.

What ScreenReach is hoping is that following launch they will be able to grow rapidly and steal ‘first mover advantage’ becoming the de facto solution for retailers.

Next Steps
So far ScreenReach has been self-funded and is currently talking to VCs so that funding can be provided to launch to the market and grow the service. At present they are trialling the service in a few select places and are hoping that a full launch will see their presence grow.

When I spoke to Paul he was confident about achieving funding and thought that the launch would be in only about 2-3 months.

My View
There were a number of people commenting about this after my teaser. Many pointing out that consumers would not want to be recognised and have ads displayed based on their preferences.

Yet, people already have their preferences played back to them on websites they visit and through any decent example of direct mail. As I said at the time, it’s all about how it is deployed and I see no immeidate problem with this, if it is done well.

However, what this does highlight is that ScreenReach is at the mercy of other people getting it ‘right’ – whether it’s the people they sell the system too, or the people who advertise on the screens. As Mike42 said, it won’t take many mistakes for this to affect trade in the retail stores and therefore affect ScreenReach.

My other potential problem with this is the ad-funded model. Don’t get me wrong, I love the concept of ad-funded, but it’s just that the world and his dog is now using this as a method to launch new services and advertisers still only have a finite budget. I’m not sure how much Coke (or whoever) would value advertising to the people who sit in a small coffee shop in Warrington (or insert your own provincial town here).

Overall though, I hope it does work. It sounds really interesting, although I’ve not seen it in practice (I’d love to though sometime, if you’re listening Paul!!); it’s good that people from outside the mobile industry are choosing to innovate in this sector; and Paul was really enthusiastic and excited about it all. Now I know that they aren’t necessarily good enough reasons for a company to survive, but they’re good enough for me to want it to.

I guess we’ll all have to watch this space …

Great experience with Vodafone

Saturday, July 26th, 2008

Here at SMS Text News towers we love the mobile phone industry - but we rightly criticise it when it doesn’t get things right. One of the areas that comes in for the most criticism is the general retail experience. Let’s be honest it can be pretty poor - handsets chained to the display, uninformed and sometimes downright rude shop staff, pain in the ar5e credit checks and once you’ve gone through all that the operator cannot activate your new phone properly (as happened to Dan Lane’s shiny new iPhone3G).

So to correct this and offer praise when praise is due I’m going to let you lovely readers know about the excellent experience I had with Vodafone this morning.

I set off with the intention of snapping up 3’s E71 white and laptop deals. But to be honest when I got there the E71’s looked a bit cheap and tacky in white (and they had none in stock at the shop I tried), while the laptops were aimed more at the home user market. So, I left the 3 shop disappointedly as I was looking forward to having some new toys to play with. But across the road was a Voda shop … might as well I thought.

At first things weren’t much better, I asked about a couple of handsets and was told, “No, sorry mate.” No attempt to see why I wanted those specific handsets, no attempt to sell me an alternative. But then it turns out they did have what I was looking for and Alex was sent over to serve me.

To put it simply Alex was brilliant.

He guided me through the multitude of price plans - finding the right deal for me. Helped me out with more information about international calls. Sorted out a usb dongle for me. Helped to port my existing mobile number over to Vodafone. Backed up my sim contacts. Was patient and friendly as my two-year son ran around the shop. And at one stage even got me a bottle of water from the staff room.

The whole process took about an hour, but at all times he was patient and explanied what was going on. We had a few glitches (his computer system, my PAC), but it didn’t matter - he just dealt with them and got the job done.

I left feeling like I was a valued customer for Vodafone and that is exactly how I should feel as I had just signed up to give them over £900.

Why can’t the other operators do this? Actually I don’t even know if this is common place for Vodafone. But what I do know is that without Alex I would have either left in the middle of the sign-up process or resented the time, effort and money I was spending with Vodafone and would have started my relationship with the big V feeling very negative. Instead I’m prepared to spend more as I feel ‘loved’.

So, if you are in the Nottingham area and want a pleasant mobile phone buying experience, go to the Vodafone store on Clumber street.

And if you’re listening Vodafone, give Alex a raise, a bonus, or at least some healthy commission from today’s sale.

iPhone - it’s not all bad

Wednesday, July 16th, 2008

But wait, what is this … a positive outcome from the iPhone 3G launch. It just goes to show that it’s not all bad - maybe it was Dan’s fault after all (only joking Dan ;-))

This time Lauren from Sonus PR - who’s promise of a new iPhone couriered to her didn’t materialise - got on the phone to try and sort out the problem. As you can see from her story below it wasn’t a smooth process, but eventually she got the right outcome - a shiny new iPhone 3G.

- - -

So, when we last left off I had been charged for my iPhone, £99, but was told by customer services that there was no order on record under my current contract. The lady at customer services, frantic from all her previous callers, searched and searched to see what glitch had occurred … O2 hold music proceeds … ‘Right, I’ve found your order’ she says :-) ‘but unfortunately for some reason it has gone through as a new contract not an upgrade’. Ah! So I asked if I would be able to transfer my number over and cancel my previous contract, ‘I’m not sure’??? So, apparently I have an iPhone being delivered to me with a new number and new contract and I may not be able to transfer my number … worse still if I want to keep my number and it can’t be transferred then I will have to send back the iPhone! Disaster! So, now a waiting game for it to arrive and see what happens when I plug it in …

It arrives!!! Very exciting! I open it up and plug it in and get straight onto the phone to O2 customer services (to ensure no more mistakes) to explain the situation before I do a thing. I’m told that I need to speak to Apple to transfer my number, Apple tell me I have to speak to O2 :-S … Anyway, I use some initiative and while I have the Apple chap on the phone I get him to tell me a few things to make sure that I transfer all my old iPhone info onto my new iPhone.

Now, I get back onto O2 and the poor girl at customer services was going nowhere and it was looking unlikely for me to be able to transfer my number over (which I need to do as it’s on all my business cards). So I ask to speak to a manager to see if we can resolve this quickly, and possibly like Dan have to cancel the contract and send back the new iPhone :-( The manager is much more upbeat about the situation and tells me that they will be able to complete the transfer, just simply take my sim from my old iPhone and put it in the new iPhone … Really? So simple and yet I have been on the phone all morning with various O2 and Apple customer service staff … I try it and it works!! He said to me ‘we will cancel your new iPhone contract and add the new iPhone to your existing contract’ … exactly what I had tried to do during my initial upgrade order online … hooray! My number was transferred within the hour and I still had my original £45 refund for my bill due to all the stress.

So, I am one happy iPhone 3G user, finally. It was a long road to get here but I think that it was all worth it :-)

- - -

Well done Lauren. But seriously, come on guys, it should take that much effort from a customer to spend money with you.

More iPhone woe

Wednesday, July 16th, 2008

After the awful experience of our intrepid reporter Dan, we have more reader woes to report.

This is from Ben:

- - -

It was strangely reassuring to read someone else having a similar degree of pain! After O2’s site crashed and burned after 10 minutes of people trying to use it, I placed an order on CPW on Monday. That order never got past stage 1. In fact it’s still there. Then I ordered again on Thursday on CPW and surprisingly they delivered the phone on Friday. Still no activation though. I’ve been through the CPW blaming O2 and O2 blaming CPW. Done the, “we’re going to call you back” thing. Now waiting on the “there was an error in your data this will take 24-48 hours, we’ll call you back”. 48 hours to update an entry in an authentication database? Really?

Funny how they never have that much trouble to update their databases to take your money ;)

- - -

Ben, thanks for that. Unfortunately I’m sure you’re not the only one. We’d love to hear from anyone else out there with tales of woe - get it off your chest, share with an SMS Text News counsellor …

Is the ‘Minority Report’ world becoming a reality with Screenreach?

Wednesday, July 9th, 2008

It was interesting that Ewan was using a reference to the film Minority Report to emphasise his latest rant about the industry. At about the same time Ewan was ranting I was chatting to Paul Rawlings the CEO of Screenreach – a company that may just be bringing Minority Report to life.

Unfortunately Screenreach doesn’t work with pre-cogs to detect crimes before they have happened. I don’t mean that bit of Minority Report. I mean the scene where Tom Cruise walks into a shop and all the screens recognise him and display personal messages just for him. That is what Screenreach can offer … or something similar.

I’m going to be doing a fuller piece on Screenreach soon, but basically the company offers information and content that can be sent to screens – primarily plasma screens in retail environments, but also mobiles. The content they provide can be personalised either by recognising you as an individual – for example the screen can ‘see’ you via bluetooth – or by amalgamating group information from sources such as recent till transactions.

It all sounds interesting and I’ll be doing more soon.

Normob watch

Wednesday, July 9th, 2008

Sat on the train down to London this morning I saw a great piece of normob behaviour. A little bit like Ewan’s recent ‘Does your phone do numbers?’ post, it made me smile, so I thought I’d share it with you.

An older gentleman (possibly 65 ish) got an old Nokia out of his jacket pocket (unfortunately I didn’t see the exact model); took it out of its protective wallet and then got ready to make a call. However, instead of accessing the phone’s address book, he opened up a piece of paper that was in the wallet and typed the number into his phone.

Having a written list of the most used numbers was something that my grandparents used to keep by their old landline phone. If they were alive, I could imagine them using a mobile in exactly the same way as this guy sat near me did. This guy didn’t want to use all the clever applications that you and I might … he just wanted to make voice calls while he was mobile.

While I agree that the industry needs to keep innovating, part of the issue is that normobs like this are still a big part of the market for the operators et al.

Of course, as I was on an East Midlands train, the poor guy had no reception … so even his most basic requirement wasn’t met!

Don’t forget - Unlimited Drinks next Thursday (10th July)

Friday, July 4th, 2008

Next Thursday we’re in Dublin for the Irish edition of our now (in)famous Unlimited Drinks and if you want to come along there’s still time to get your name down. Just send Ewan an email (ewan@smstextnews.com) with UNLIMITED DRINKS = YES in the subject line.

You can find out all the details here, but all you really need to know is that it is being held in the Magic Glasses Bar, The O’Callaghan Stephen’s Green Hotel, Dublin (map) from 6pm onwards.

We’re expecting a really good night. It will probably be a little more intimate than the recent London events, but that’s good because it will give everyone more time to chat and network. Even if you’re based in Dublin it might be worth a trip over.

Don’t forget - send Ewan an email (ewan@smstextnews.com) with UNLIMITED DRINKS = YES in the subject line and we’ll see you there.


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