How Radio Can Harness Social Media

Sunday, February 7th, 2010
Social Media has taken the world by storm. Businesses and individuals alike are feeling the need to tweet, meet up on Facebook, or blog about the latest trends. Traditional media has also jumped on the bandwagon with newspapers blogging and television shows inviting audience members to text in their votes. As new music companies are rapidly filling up the Internet airwaves and building their own music community, how can individual radio stations grab a piece of the social media pie?
Defining Social Media
In order to better understand how radio is poised to take on the social media scene, it’s important to understand exactly what social media is. According to Mashable, “Social Media is a term that encompasses the platforms of New Media, but also implies the inclusion of systems like FriendFeed, Facebook, and other things typically thought of as social networking.  The idea is that they are media platforms with social components and public communication channels.” Radio, as a media platform built around music with public communication channels such as shout-outs, song requests and dedications is only missing one component: an intimate social network.
How Radio Can Tap Into This Phenomenon
As a mass media radio will have a difficult time scaling down to the social level craved by Internet users.
“The social web has allowed everyone to share, rate, recommend, discover and exchange music. The social web is a few to few environment; friends are influenced by friends more than anything else.” [Source: HeavyBagMedia] How can radio be utilized in a format that allows sharing between only a few people? One idea that radio could harness would be providing a limited way of sharing music. After hearing a song on the radio an individual could forward the song to a friend along with an audio or text message that promotes the radio station, “I just heard this song on Y92 FM, check it out!” Each individual  audio share could be accompanied by an advertisement that sponsors the song, musician, or a specific listener demographic. In that way listeners would be able to share their radio experiences with others, radio would benefit from viral advertising, and specific song based demographics could be calculated.
User Experience Comes First
In order to participate in these opportunities radio must find ways to incorporate Internet technology into its broadcasts.  Embracing new technology will allow radio to move its brand of quality music programming into arenas that are currently full of entrepreneurs who are focused only on making money. While new technology has provided the means and opportunity,  many companies are failing to harness listeners and impress them the way traditional radio has. “Part of the reason is that mobile and music providers have focused on their business models first and the user experience second.” [Source: FMQB] Because Radio already has the market on quality audio programming – in commercial music, talk shows and sports coverage – it is well positioned to expand onto the Internet and achieve success. With solutions like ListenerActive, radio can smoothly transition into a hybrid technology model and concentrate on what it does best: provide quality audio programming that listeners can’t wait to share.

Social Media has taken the world by storm. Businesses and individuals alike are feeling the need to tweet, meet up on Facebook, or blog about the latest trends. Traditional media has also jumped on the bandwagon with newspapers blogging and television shows inviting audience members to text in their votes. As new music companies are rapidly filling up the Internet airwaves and building their own music community, how can individual radio stations grab a piece of the social media pie?

Defining Social Media

In order to better understand how radio is poised to take on the social media scene, it’s important to understand exactly what social media is. According to Mashable, “Social Media is a term that encompasses the platforms of New Media, but also implies the inclusion of systems like FriendFeed, Facebook, and other things typically thought of as social networking.  The idea is that they are media platforms with social components and public communication channels.” Radio, as a media platform built around music with public communication channels such as shout-outs, song requests and dedications is only missing one component: an intimate social network.

How Radio Can Tap Into This Phenomenon

As a mass media radio will have a difficult time scaling down to the social level craved by Internet users.

“The social web has allowed everyone to share, rate, recommend, discover and exchange music. The social web is a few to few environment; friends are influenced by friends more than anything else.” [Source: HeavyBagMedia] How can radio be utilized in a format that allows sharing between only a few people? One idea that radio could harness would be providing a limited way of sharing music. After hearing a song on the radio an individual could forward the song to a friend along with an audio or text message that promotes the radio station, “I just heard this song on Y92 FM, check it out!” Each individual  audio share could be accompanied by an advertisement that sponsors the song, musician, or a specific listener demographic. In that way listeners would be able to share their radio experiences with others, radio would benefit from viral advertising, and specific song based demographics could be calculated.

User Experience Comes First

In order to participate in these opportunities radio must find ways to incorporate Internet technology into its broadcasts.  Embracing new technology will allow radio to move its brand of quality music programming into arenas that are currently full of entrepreneurs who are focused only on making money. While new technology has provided the means and opportunity,  many companies are failing to harness listeners and impress them the way traditional radio has. “Part of the reason is that mobile and music providers have focused on their business models first and the user experience second.” [Source: FMQB] Because Radio already has the market on quality audio programming – in commercial music, talk shows and sports coverage – it is well positioned to expand onto the Internet and achieve success. With solutions like ListenerActive, radio can smoothly transition into a hybrid technology model and concentrate on what it does best: provide quality audio programming that listeners can’t wait to share.

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Radio Industry And A New Generation of Listeners

Tuesday, February 2nd, 2010
As a new generation of music listeners converge with updated technology, commercial radio is faced with a dilemma: how do we retain our market share of the listening public? Faced with the challenges of an audience that thrives on individual control, radio conglomerates must explore ways to relinquish control to the audience over their listening experience beyond the ability to change the station. Stations must engage the audience more than ever before by making them part of the music experience. Radio stations will be able to accomplish this by embracing emerging trends in both technology and popular culture.
It’s a New Age
Today’s youth are having the greatest impact on the current chaos in radio. Known as Millenials, Generation Y or GenMe, young adults of today are putting greater importance on the needs and wants of the individual. According to Dr. Jean Twenge in her book, Generation Me, “this generation is interested in products that satisfy personal wants [...] and that young people today have less money left over for luxuries.” (pg. 221-223) She also states that her research indicates today’s youth are more likely to be upset by interruptions. These trends clash with the business model that radio companies currently utilize. Radio provides opportunities for guided listening experiences punctuated by advertisements. Today’s youth balk at these interruptions and find the idea of someone else dictating their listening experience appalling. Unfortunately for traditional radio, internet technology has given the audience a taste of music freedom.
It’s a New Playing Field
The Internet has shaken up mass media. It has become a vehicle of the individual producer, allowing anyone to create their own streaming media, on demand podcasts and disseminate music with the click of a button. This has helped fuel the desires of the new generation, providing them with the ability to exercise individual control over their media environment. Through cell phones, MP3 players and personal computers, users have been able to bring their customized music experiences with them usurping radio from its place as the dominant force in mobile music. Research shows that while “74% of all US adults are online, younger users ages 12-28 have embraced online applications that enable communicative, creative, and social uses. ” [Source: Marketingcharts.com ] Radio, as a creative, communicative and socially influential media is well positioned to either move into the Internet scene or to be taken over by it.
Playing by the Rules
Radio, in order to reach the new generation of listeners, must be willing to play by the new rules of the game. Radio must figure out how to balance personalization, interactivity, portability across platforms, and incorporate subtle advertisements into each aspect. Solutions such as ListenerActive will help radio accomplish just that, without too much of a deviation from the current business model. Without some means of reaching out to this new generation through the Internet, it will be difficult to convince Millennials  of the benefits of radio. After all, if they never turn it on, how will they know it’s there?

The radio industry is it changing? As a new generation of music listeners converge with updated technology, commercial radio is faced with a dilemma: how do we retain our market share of the listening public? Faced with the challenges of an audience that thrives on individual control, radio conglomerates must explore ways to relinquish control to the audience over their listening experience beyond the ability to change the station. Stations must engage the audience more than ever before by making them part of the music experience. (more…)

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Interactive Radio Benefits For Improving Customer Service

Saturday, January 30th, 2010
Radio, which has shied away from incorporating the Internet into its business model, would be wise to consider increasing its use as means of providing customer service.  Quickly becoming the mantra of all businesses attempting to push through the recession, excellent customer service can engage listeners and encourage them to return for future visits.  Analysts argue that the increased demands for quality service will continue long after the economic decline is over. How then can radio, otherwise content to let listeners tune in and out, harness opportunities for improved customer service?
Building Trust
Trust is the cornerstone for building a loyal listener base and opportunities to build trust occur when interaction options increase. If a radio station has a call to action based on a competition or song request, the experience of the listener during that call to action will lay a foundation of trust. Listeners who are able to query a radio station and receive a timely and accurate response are more likely to come back and recommend the station to acquaintances with similar music tastes and needs. The Internet has given listeners the ability to request songs at the click of a button and removing the need to wait. By utilizing Internet technology, such as through ListenerActive, radio will be able to increase its methods of customer service. A person can text a query for the name of a song they just heard and the technology generates a quick and accurate response, setting up a positive relationship between the listener and the radio station.
Make Human Contact Easy, Ample and Varied
Radio has the infrastructure to support human contact for their media while many Internet music services do not. Internet music relies almost exclusively on automated systems to provide the illusion of a personalized response. While these measures will provide a certain level of customer satisfaction, it is increasingly apparent that a human response will provide an edge to customer service. Many radio stations are already set up to do this through staffing. Increasing these opportunities through DJ chats, shout-outs, voting and song requests, will strengthen radio’s ability to provide quality customer service. According to Selena Maranjian this growing need from today’s consumer ” creates enormous opportunity for those companies that are willing to significantly improve their customer service. By doing so, they can stand out among their competition and win more business.” [Source: Motley Fool]
Make Systems Employee and Customer Friendly
Today’s audience wants low intrusion advertisements that are relative to their needs. Ease of use such as being able to find the station across many platforms, and the ability to query the system as easily as possible will result in overall consumer satisfaction. At the same time, a system that streamlines the process for employees will increase its chances for success. Utilizing a system such as ListenerActive will provide new avenues t o engage in dialogue with listeners while only requiring minimal training for staff. Having technology set up to provide a positive experience on both ends will increase the likelihood of a positive interaction.
Ron Zemke and Tom Connellan in their book e-Service, state that  ”Customer Service is your brand.” Without the opportunity to provide quality customer service radio is missing out on the opportunity to reinforce their brand. By increasing opportunities to interact with listeners radio will increase the opportunity for a positive customer experience. With every positive experience they will create a lasting impression that will keep listeners  coming back for many of their music needs.

Radio, which has shied away from incorporating the Internet into its business model, would be wise to consider increasing its use as means of providing customer service.  Quickly becoming the mantra of all businesses attempting to push through the recession, excellent customer service can engage listeners and encourage them to return for future visits.  Analysts argue that the increased demands for quality service will continue long after the economic decline is over. How then can radio, otherwise content to let listeners tune in and out, harness opportunities for improved customer service? (more…)

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Radio Listeners : Exploring New Opportunities to Gain Listeners

Thursday, January 28th, 2010
The Internet has opened up opportunities for discovery around the globe. New programs and new technologies are allowing businesses to succeed in ways they never have before. Radio, hesitant to tackle this beast, has been slow in adapting this new technology into its business model. Without streaming programming and interactivity many radio websites are falling flat. Why should listeners go to these websites when the music and programming that defines radio is on the airwaves? Radio might be interested in expanding their use of the Internet beyond being a simple website landing page for current listeners.  Opportunities for gaining audience members through the Internet are vast and can help drive listeners back to radio programming.
Advertising on the Internet
As many listeners have turned to the Internet for their music needs radio can no longer afford to rely heavily on self promotion. Radio has a quality programming model that has not been duplicated by individual music companies on the Internet. While satellite radio has allowed users to focus in on a smaller range of musical tastes, radio still has a broad reach and mass appeal.  Coupled with live programming and the infrastructure to support user interaction, radio can provide an engaging listener experience. By advertising these strengths, marketing DJ personalities and promoting concerts and contests on Internet channels, radio may be able to reach out to new listeners. The proliferation of scams on the Internet leaves many users wary of signing up for new, unheard of programs. Radio has the perfect opportunity for trust because it has an outside verifiable source. Because recent moves by radio executives have trashed listener loyalty and left radio stations stripped of assets , proactive methods must be taken to woo the audience back.[Source: The Guardian]
Educating a New Generation
Listeners from the latest generation may need to be educated about the role radio plays in music discovery. Their primary music experiences consist of being able to sample music for free and without interruption, play their favorite songs whenever they want and getting music recommendations from friends. This creates a conundrum for DJ led listening experiences. Unless a DJ is respected within their peer community, youth are less likely to be swayed by their music programming.  A quality DJ who understands youth music and popular culture trends  would be a wise investment for any radio station. While many attempt to garner attention from this generation with gimmicks, David Giovanni in How Public Radio Gained 2 Million Listeners cautions against it. “Listeners attracted by hype usually don’t listen very long. They listen for a while, then tune out.”
A Simple Solution
Having tasted the musical freedoms of the Internet, listeners will not head to radio until there is a compelling reason to do so. Many people who have incorporated Internet and  mobile technology into their lifestyles will have difficulty turning a dial to find a music solution. For these people ListenerActive technology will allow them to access radio station programming through a technology they are comfortable with. For others it will be the programming, not the technology that will pique their interest and keep them tuned in. As John Hogan, president and CEO of Clear Channel Radio said, “Better radio created a bigger audience.” [Source: RedOrbit] No matter which technology platform is used, or how listeners find a particular station, quality programming is what will guarantee a loyal following for radio.

The Internet has opened up opportunities for discovery around the globe. New programs and new technologies are allowing businesses to succeed in ways they never have before. Radio, hesitant to tackle this beast, has been slow in adapting this new technology into its business model. Without streaming programming and interactivity many radio websites are falling flat. Why should listeners go to these websites when the music and programming that defines radio is on the airwaves? (more…)

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Interactive Radio: A Force to be Seen

Saturday, January 23rd, 2010
In the radio listening experience, the role of the DJ is one of the few unique benefits of radio. Members of today’s music audience want to learn more about the people who guide their listening experience. No longer content to simply listen to the recommendations of a self-proclaimed (or executive proclaimed) expert, listeners want to connect with DJs and learn more about them. Radio, by investing time and resources in their DJs will strengthen the role radio plays in audio entertainment.
Audio Celebrities
The only thing that separates radio listening from uploading music to an iPod is that on radio, someone else plays deejay.  [Source: CBSNews] Because technology allows listeners to create playlists of their favorite songs without interruption, DJs can be perceived as an annoyance or inconvenience when listening to the radio. But the importance of a DJ led experience should be enhanced, and listeners should be educated by radio stations about how  a DJ is vital to the discovery of new music. The DJ, who understands both a particular musical genre and the listening audience, is the perfect person to screen, review and recommend new music. Without this process music discovery will stall as listeners look exclusively to old favorites to fill their music needs.
It’s a Matter of Trust
More than  ever before a sense of trust between the listener and the DJ is what will make or break the listening experience. Audience members want to know that DJs and the music they play represent the desires and needs of the audience and aren’t just preprogrammed radio shows packaged by executives. Today’s listening audience wants to connect with the DJ and feel like they have input into their own listening experience. This change is based on a fundamental shift away from music being the commodity. Instead, it is now the listeners time and attention which is in demand.
Give DJs the Tools to Reach Out
In order to elevate DJs into a position of trust and gain the attention of listeners, radio stations must provide DJs with tools such as ListenerActive to facilitate interaction with the audience. Increasing the methods of interaction will result in more opportunities to build listener trust. A DJ, based on his/her taste, and the knowledge of his/her audience, selects quality records and tests them. [Source: The MoTownElevator] Combine the natural affinity of a quality DJ to pick relevant music with instant feedback from the audience and this method takes most of the risk out of new music discovery. If the DJ has built up enough trust with the listener, the listener will be willing to forgive a bad recommendation, advise the DJ and the overall music experience will benefit.
Giving the DJs more control over guiding the listening experience will reduce the growing resentment towards canned repetitive programming. By capturing instant statistics, radio executives can free themselves from the paranoia that an unproven song will cause listeners to tune out resulting in lower ratings and less revenue. By embracing the unique role a DJ plays in guiding listening experiences,  and allowing the audience to partake, the radio industry can once again reclaim its title as the leader in new music discovery.

In the radio listening experience, the role of the DJ is one of the few unique benefits of radio. Members of today’s music audience want to learn more about the people who guide their listening experience. No longer content to simply listen to the recommendations of a self-proclaimed (or executive proclaimed) expert, listeners want to connect with DJs and learn more about them. Radio, by investing time and resources in their DJs will strengthen the role radio plays in audio entertainment. (more…)

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