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<pubDate>Wed, 26 Dec 2012 16:03:00 PST</pubDate>
<title>NYT Paywall Working Better Than People Expected, But That Doesn't Mean It's Working</title>
<dc:creator>Mike Masnick</dc:creator>
<link>http://www.techdirt.com/articles/20121226/03553321486/nyt-paywall-working-better-than-people-expected-that-doesnt-mean-its-working.shtml</link>
<guid>http://www.techdirt.com/articles/20121226/03553321486/nyt-paywall-working-better-than-people-expected-that-doesnt-mean-its-working.shtml</guid>
<description><![CDATA[ Over the past few days, there's been a lot of talk about the NY Times "paywall" and whether or not it's "working."  It was kicked off by a Bloomberg piece arguing that <a href="http://go.bloomberg.com/tech-blog/2012-12-20-the-new-york-times-paywall-is-working-better-than-anyone-had-guessed/" target="_blank">things were going amazingly well</a> with the paywall, proving the doubters wrong.  I've actually had a surprising number of people contact me about that article, asking for my take on it -- so let's make a couple of upfront statements and then explore it:
<ol>
<li>First off, I agree that the performance of the NY Times paywall <i>greatly exceeded</i> my own expectations for it.  I was <a href="http://www.techdirt.com/articles/20110317/10393913530/it-took-ny-times-14-months-40-million-dollars-to-build-worlds-stupidest-paywall.shtml">quite harsh</a> in predicting it would be a complete flop.  I was wrong.  It wasn't a flop.  I explore <i>why</i> below.
</li><li>That said, I don't think that it's been nearly as big a "success" as some are making it out to be, and I still think that it wasn't the best play that the NYT could have or should have made -- and it's doubtful that anyone else following in the NYT's footsteps would find similar results.  And that's a pretty big problem, because even if you think the NYT's paywall should be judged a "success" it doesn't change the fact that <a href="http://gigaom.com/2012/10/26/the-new-york-times-running-faster-and-faster-to-stay-in-the-same-place/" target="_blank">its revenue continues to drop</a> (and not just its print revenue -- digital revenue is struggling too).  Perhaps the paywall may have limited the revenue collapse, but it has done little to create a new and sustainable business model.
</li></ol>
Separately, it should be noted that the success "numbers" are based on an outside estimate from an analyst, and could be wildly off-base (in either direction).  So, some grain of salt should be taken with the claims that the paywall made as much as it did.  Now, let's do a bit of exploration.
<br /><br />
<b>Why has the paywall done better than expected</b>:
<ul>
<li><b>It's not really a paywall</b>!  This was a point we realized soon after the details were released, when it became clear that the paywall was so porous that no one would ever have to pay.  Ever.  As we noted, it's really <a href="http://www.techdirt.com/articles/20110328/22060313665/emperors-new-paywall.shtml">the Emperor's New Paywall</a>, in that it's completely invisible.  If you don't want to pay, you just don't use javascript, or you remove the text after the ? at the end of the URL, or you open another browser, or you delete your cookies, or one of the half dozen or so other tricks that means you'll never ever face the paywall.  In effect, the NYT's paywall is a donation system made to look like a paywall -- sort of like some museums with their "recommended donations" at the entrance.  You never actually have to pay, but many people do out of convenience.
</li><li><b>They don't count links/earned media</b>: This one is big.  Since so much traffic comes via links these days, one of the major problems with paywalls is that they hurt this kind of traffic.  For example, we try not to link to paywalled sites whenever possible -- but we <i>will</i> link to the NY Times, knowing that they let in any linked traffic, and it doesn't count against your "paywall meter."  That at least meant that they weren't killing off important new sources of traffic, unlike many (if not most) other paywalls out there.
</li><li>The NY Times smartly figured out a way to <b>get a ton of people signed up for free</b>, to boost their early numbers.  They did an ad deal with Lincoln, such that right as the paywall launched, anyone could get a <a href="http://business.time.com/2011/03/23/the-ny-times-is-putting-up-a-paywall-so-why-are-subscriptions-being-given-away/" target="_blank">free subscription by test driving a Lincoln</a>.  Who knows how many people actually took this up, but it bootstrapped the early numbers, and now everyone completely forgets about this (seriously, it's difficult to find any article that mentions this point any more).
</li><li>In the end, it appears that the NY Times is a paper that many people think is indispensable, and because they haven't bothered to look around and find out that you never actually have to pay, a lot of people have <b>just paid up</b> for the hell of it.
</li></ul>
And... for why this still wasn't a particularly smart solution or the best possible move for the NY Times to make:
<ul>
<li>As mentioned, <b><a href="http://news.yahoo.com/york-times-digital-subscription-growth-doesnt-offset-ad-112311259.html" target="_blank">overall results still suck</a></b>.  That's a pretty big deal.  While the article claims that new subscriptions have finally started to outpace ad revenue declines, it seems unlikely that this will continue.
</li><li>Despite not blocking linked traffic, <b>overall traffic <a href="http://www.poynter.org/latest-news/mediawire/160780/new-york-times-traffic-flat-since-paywall/" target="_blank">hasn't been good</a></b>.  It's certainly not increasing.
</li><li>Proponents of paywalls insist that one key reason for a paywall is that it allows newspapers to charge advertisers more, since they better know their audience and can charge advertisers higher rates.  It turns out that this is <a href="http://www.digiday.com/publishers/paywalls-dont-bump-ad-prices/" target="_blank">hogwash</a>, and the NY Times has admitted that <b>the paywall has had <a href="http://gigaom.com/2012/12/23/the-pros-and-cons-of-newspaper-paywalls-a-twitter-debate/" target="_blank">no impact on the rates they can charge</a></b> for advertisements.
</li><li>And part of that may be because advertisers often tend to value scale and "mindshare" over targeting.  Sure, they all <i>claim</i> to want premium audiences backed by data, but having dealt with way too many advertisers in my life, they always always always eventually go back to the scale question.  And a paywall -- even a fake one like the NYT's -- tends to <b>limit your ability to scale</b>.
</li><li>And then there's my biggest issue in all of this.  It's been entirely based on fooling users into thinking they need to pay, but <b>not about adding more value for the users</b>.  As we've argued for years, there are plenty of opportunities to get users to pay, but it has to be about adding <i>additional value</i> beyond the content.  It's why we've done things like <a href="http://www.techdirt.com/articles/20120815/01274520057/announcing-new-techdirt-insider-shop.shtml">providing additional scarce value</a> for folks who choose to pay us.  We don't block our content with a paywall, but we give people reasons to buy that provide them extra value (and feel free to <a href="http://rtb.techdirt.com/">do so</a>, if you'd like). 
</li></ul>
Here's the crux of it:  <b>A solution based on giving people the same thing for a new, higher price only opens you up to disruption.  A solution based on providing more value for your users that keeps them loyal to you is going to last a lot longer</b>.  The NY Times is, at the very least, in a unique position, in that many believe it provides coverage that can't be matched elsewhere.  So they pay.  But that's hard to say about almost any other newspaper (and for many, it's not even true of the NYT).  We've been hearing more and more reports about other newspapers rushing into the paywall fold, only to find <a href="http://stevebuttry.wordpress.com/2012/12/05/dont-believe-anyone-who-tells-you-paywalls-or-any-aspect-of-news-biz-revenues-are-a-settled-matter/" target="_blank">that almost no one signs up</a>, and then they're left dealing with the aftermath of locked up content that only a few dozen people read.  That's a disaster.
<br /><br />
There are ways forward, but newspapers have to get beyond thinking there are only two choices: advertising and paywalls.  The NY Times paywall has been more successful than many of us expected, but that hardly means it qualifies as a true "success story."<br /><br /><a href="http://www.techdirt.com/articles/20121226/03553321486/nyt-paywall-working-better-than-people-expected-that-doesnt-mean-its-working.shtml">Permalink</a> | <a href="http://www.techdirt.com/articles/20121226/03553321486/nyt-paywall-working-better-than-people-expected-that-doesnt-mean-its-working.shtml#comments">Comments</a> | <a href="http://www.techdirt.com/articles/20121226/03553321486/nyt-paywall-working-better-than-people-expected-that-doesnt-mean-its-working.shtml?op=sharethis">Email This Story</a><br />
 ]]></description>
<slash:department>treading-water</slash:department>
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<pubDate>Tue, 30 Oct 2012 11:50:00 PDT</pubDate>
<title>Game Publisher Stardock Apologizes To Its Customers For Releasing A Subpar Game... By Giving Them Its Latest Game Free</title>
<dc:creator>Tim Cushing</dc:creator>
<link>http://www.techdirt.com/blog/casestudies/articles/20121029/17101620879/game-publisher-stardock-apologizes-to-its-customers-releasing-subpar-game-giving-them-its-latest-game-free.shtml</link>
<guid>http://www.techdirt.com/blog/casestudies/articles/20121029/17101620879/game-publisher-stardock-apologizes-to-its-customers-releasing-subpar-game-giving-them-its-latest-game-free.shtml</guid>
<description><![CDATA[ One of the best things you can do for your business is have the guts to <a href="http://www.techdirt.com/blog/entrepreneurs/articles/20100524/0005579540.shtml" target="_blank">stand up</a> and <a href="http://www.techdirt.com/articles/20120717/04050419728/facebook-engineer-apologizes-via-reddit-accidentally-blocking-imgur-across-facebook.shtml" target="_blank">take full responsibility</a> for your screwups. Too often, businesses tend to <a href="http://www.techdirt.com/articles/20121015/18261220711/bug-kobos-online-store-offers-up-random-ebook-prices.shtml" target="_blank">minimize their errors</a> or sweep the screwup <a href="http://www.techdirt.com/articles/20120725/18313519835/manufacturer-buggy-kobo-touch-e-reader-manages-customer-complaints-hiding-all-online-reviews.shtml" target="_blank">under the rug</a>. This works right up until the public notices and when they do, there&#39;s all kinds of hell to pay. Word spreads fast on the internet, much faster than most companies seem to realize.<br />
<br />
On the bright side, good news travels equally fast when companies do the right thing and take care of their customers. This is one of those all-too-rare occasions when a company goes <a href="http://www.techdirt.com/articles/20080520/1805041183.shtml" target="_blank">above and beyond</a> what anyone expects and turns customers into lifelong fans.<br />
<br />
The Consumerist has <a href="http://consumerist.com/2012/10/29/publisher-atones-for-underwhelming-2010-video-game-with-free-downloads-of-latest-game/" target="_blank">an amazing story of customer service gone exactly right</a>. The company is Stardock, the publisher behind "Elemental: War of Magic," a strategy game that was released as a buggy mess a couple of years back. This (unfortunately) isn&#39;t unusual. Games get rushed to market for several reasons and end users are left to either deal with something nearly unplayable or install patch after patch to get their brand new purchase up and running. So, while screwed up releases may not be unusual, what followed absolutely is. Customers who purchased "Elemental" received a letter from the CEO of Stardock that not only <i>apologized</i> for releasing a lousy game, but actually offered something way more valuable than lip service:
<blockquote>
<i>Dear Stardock customer,</i><br />
<br />
<i>My name is Brad Wardell. I&rsquo;m the President &#038; CEO of Stardock. Two years ago, you bought a game from us called Elemental: War of Magic. We had great hopes and ambitions for that game but, in the end, it&nbsp;just wasn&rsquo;t a very good game.</i><br />
<br />
<i>Elemental was an expensive game. You probably paid $50 or more for it. And you trusted us to deliver to you a good game. $50 is a lot of money and companies have a moral obligation to deliver what they say they&rsquo;re going to deliver and frankly, Stardock failed to deliver the game we said we were going to deliver&hellip;</i><br />
<br />
<i>Its design just wasn&rsquo;t adequate to make it into the kind of game it should be. So we decided to start over. From scratch. We made a new game called Fallen Enchantress.</i><br />
<br />
<i>So even though it&rsquo;s been two years, we haven&rsquo;t forgotten about you. This week, we released Fallen Enchantress. It is a vastly better game and, we believe, lives up to the expectations set for the original Elemental. This game is yours. Free. It&rsquo;s already been added to your account&hellip;</i><br />
<br />
<i>Thank you for being our customers and your patience.</i><br />
<br />
<i>Sincerely,<br />
Brad Wardell<br />
President &#038; CEO<br />
Stardock<br />
bwardell@stardock.com<br />
@draginol http://www.twitter.com/draginol</i></blockquote>
Not only is it highly unusual for developers to apologize for crafting an underpar game, it&#39;s even more unusual for them to take the extra step and offer their latest game absolutely free. Wardell takes advantage of the technology at hand to keep the affected users from having to make any effort on their part to get their replacement game ("<i>It&#39;s already been added to your account...</i>")<br />
<br />
Stardock realizes that each game its customers purchase takes a bit of their time and money, and both commodities are in limited supply. This gesture doesn&#39;t ask for any more of those two commodities, and goes a long way towards securing something else only available in limited quantities: trust.<br />
<br />
Wardell and Stardock are investing in their own future by taking care of their customers now. By doing the unexpected, fans who were burned by "Elemental" will be more likely to take a look at Stardock&#39;s upcoming offerings. And even if they felt "Elemental" wasn&#39;t that bad, hey... free game! How often does that happen? Either way, a ton of goodwill and positive word-of-mouth is being generated, something no company can purchase.<br /><br /><a href="http://www.techdirt.com/blog/casestudies/articles/20121029/17101620879/game-publisher-stardock-apologizes-to-its-customers-releasing-subpar-game-giving-them-its-latest-game-free.shtml">Permalink</a> | <a href="http://www.techdirt.com/blog/casestudies/articles/20121029/17101620879/game-publisher-stardock-apologizes-to-its-customers-releasing-subpar-game-giving-them-its-latest-game-free.shtml#comments">Comments</a> | <a href="http://www.techdirt.com/blog/casestudies/articles/20121029/17101620879/game-publisher-stardock-apologizes-to-its-customers-releasing-subpar-game-giving-them-its-latest-game-free.shtml?op=sharethis">Email This Story</a><br />
 ]]></description>
<slash:department>well-played,-sir</slash:department>
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