A blog on issues affecting Australia's newsagents, media and small business generally. More ...

Month: April 2007

Magazine subscription delivery program to close

The four year old NSDP program run by the PBL owned Network Services is to close by June, newsagents have been advised today. NSDP had tremendous potential had it been run well. It sought to leverage spare capacity in the newsagent home delivery infrastructure for the delivery of subscription magazines. It’s main competitor was Australia Post.

For much of the life of the program my newsagency had seven NSDP territories. We had people on the road most days of the week delivering magazines. I know from this experience that a key problem with NSDP was what newsagents were paid. Despite early promises from Network to support infrastructure costs, NSDP was loss making for many participants, myself included.

A key cost to newsagents was time spent sorting product. Rather than allowing newsagents to address pre-bagged magazines to be delivered, they arrived from Network already addressed. Newsagents then spent hours sorting the product into a delivery sequence. This would have been easy and cheap to fix. I suspect it the various solutions proposed to Network were not taken up because there were other problems with the subscription delivery offering.

My theory, based on no evidence, is that the contracts with publishers caused problems for Network – there was not enough money in the contracted delivery fee for them and for newsagents and that, as a result of poor returns, newsagents were pulling out. Indeed, we resigned months back when we saw that Network was not going to agree to a price structure which at least covered costs.

Network’s intention was honourable. The best asset newsagents had/have is their national network.

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Newsagency challenges

How magazine subscriptions work

Brand Lab UK has published an overview of The Loyalty Challenge – How Consumer Magazine Subscriptions Work. The report by Jim Bilton draws on some interesting market research from the UK including, in part:

70% of subscribers buy their magazine from retail prior to subscription.

When the subscription lapses, 45% go back to purchasing the title at retail.

The report looks at the cost to publishers of loyalty and the consumer habits subscription drives have created.

I’d like to see similar research as long as it includes putaways in the mix. Some newsagents have up to 500 putaway customers, many long term, having titles put away behind the counter for full price. This is the type of consumer publishers and newsagents like yet publishers have no idea of how many there are and cannot therefore assess the importance of a strong newsagent putaway service.

While the Loyalty Challenge report says that subscriptions are about price, putaways are about service, showing that excellent service for the right product takes price out of the equation. This is why all newsagents should offer a well structured and disciplined putaway service and promote it at every opportunity. It’s our point of difference. Ideally, publishers would partner with us and financially allow us to afford to reward putaway loyalty.

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magazine subscriptions

Adapt or die – finding the newsagency of the future

Online editor-in-chief for Fairfax Media, Mike van Niekerk, is giving a presentation to the 14th World Editors Forum in Cape Town in June on the issue of newsroom integration – bringing together print and online newsrooms. His presentation is called Adapt or Die: Newsrooms on the Brink. Editors Weblog has an excellent snapshot of some of what van Niekerk will to the Cape Town conference.

I heard van Niekerk speak in Vienna last year at the Beyond the Printed Word conference. He is a change agent in newsrooms, where years of tradition need to be broken if news organisations are to have a bright future. His message is equally relevant for newsagents. The topic of his Cape Town presentation speaks to newsagents and represents the urgency of what we face if we replace newsrooms with newsagencies

Adapt or Die: Newsagencies on the Brink.

The traditions which have controlled our retail and distribution channel must change. We must change them from within our newsagencies. Suppliers must change from their end – there are too many old school processes which cost us time, money and opportunity.

I’d like to see van Niekerk speak at newsagent conferences. His views about changes in the newsroom for publisher survival and how Fairfax in particular is navigating them are something we need to hear.

van Niekerk would be on my dream team of speakers newsagents must listen to as we pursue the newsagency of the future.

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Newsagency challenges

The magazine sales decay goldmine

It’s been a year and a half since I wrote here about how we use magazine sales decay data to drive our in store activity for weekly titles. Sales decay data shows the fall in daily sales over the seven day on sale period. This data stopped us giving over valuable space in-store to weekly titles when we were not likely to get a return on the promotional space.

For example, we sell 60% – 75% of Take 5 and That’s Life on a Wednesday and a further 15% – 25% on a Thursday. So, we focus our in-store effort on Wednesday and Thursday rather than the whole week. These are the low hanging fruit days – the best opportunity for sale growth.

Focusing on the decay data in this way enables us to use promotional; space over the course of seven days for a range of titles and thereby maximise the return to us and suppliers.

The problem with this approach is that it goes against what some publishers want. Their goal is for us to promote titles on an aisle end or elsewhere for a full week. Often the sales data for the title does not support that real-estate investment. This is where we have to rely on our store specific sales data and make the decision which is best for us and for the title.

Sales decay data is a great way to uncover low hanging fruit in a newsagency. Reasonable quantities of weekly and some monthly titles are purchased on impulse. This means we need to promote these titles on the specific dates in their shelf life cycle which will give us the best possible return. Being able to easily compare sales decay data for a title between two date ranges helps me track the success or otherwise of efforts to grow sales of the title.

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magazines

Gross oversupply of Nikon D50 magazine

nikon_d50.JPGThis magazine arrived at our newsagency yesterday. 15 copies. Network Services is the distributor. It’s a photography magazine about a single camera. 15 copies! The sales data Network has for my shop will show that we would be lucky to sell 2 copies of this title. There is no doubt that the 15 copies is gross oversupply.

Photography magazines are struggling. A single topic (camera) title is nuts. People who would buy the title will already be clued into everything about the camera thanks to the many websites with more up to date information than the magazine can offer. Check out these Google results. There are also 32,000 blog posts referencing this camera.

If such a specialist magazine is necessary then why 15 copies to our shop? As I said earlier, this is gross oversupply – unconscionable in my book.

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magazines

Another cash grab hurts newsagents

My blog post about Geare magazine has generated another example – thanks Greg at Chelsea Newsagency – Australian Roadrider (Motorcycles & Travel) (Vol 9 #2 (No.41). PBL owned Network Services reissued this today. In the case of my newsagency we received 9 on April 4. Today they supplied another 4. While we have sold 5 of the first 9 there is no evidence in our sales history suggesting we would sell out. And if Network is using sales data about the 5 sold so far to justify extra stock then it process they can also use the sales data to provide for more equitable supply of other titles.

This grab for cash from newsagents has to stop. There is no justification for Network supplying additional copies today other than to serve their cash flow.

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Newsagency challenges

Is Fox News obsessed with Craigslist

It seems to me that Craigslist, the free worldwide online classifieds site, is being unfairly targeted by the News Corp. owned Fox News. I saw a story earlier this week which named Craigslist repeatedly as a place prostitutes advertise. If I believed the story, Craigslist was alone in allowing prostitutes to advertise. Newspapers have been in this space for over 100 years. It’s challenging to police and singling our Craigslist demonstrates bias.

The Fox News website has 92 stories which refer to Craigslist. Most are negative. It seems that the editors selecting stories about Craigslist are not the same editors selecting stories about the News Corp. owned MySpace. MySpace stories tend to be positive.

Social media sites reflect society through their content. Craigslist has a mechanism for flagging questionable ads. This gives the community control. I wish Fox News would be so open.

Fox News ought to report the news in a more balanced way and stop targeting Craigslist in this way.

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Uncategorized

Meetup with newsagents in Adelaide and Perth

I’ll be in Adelaide and Perth next week for Tower Systems newsagent user meetings. The first 90 minutes is non Tower specific. It’s a general business discussion among newsagents about the challenges we face and how they can be navigated. Anyone is welcome to attend. It’s free. To register please email bookings@towersystems.com.au with your details.

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Uncategorized

Everything old is new again at Geare magazine

geare-magazine.JPGHere’s proof of how stuffed magazine distribution is in Australia. We received this issue of Geare magazine on April 20. It’s due for return in June. This issue, #39, is dated September/October 2006. The current issue is #42.

Geare is a technology magazine punters judge the magazine and those who stock it by how up to date they are. By reissuing old stock like this the distributor is making my newsagency and plenty of others look out of touch. It’s also a bad look for Geare as the reissued stock conflicts with current stock of the same title. Worst of all is that this is a grab for my cash as I’ll pay for the title and not get my money back for another two months.

The distributor, Gotch, will have their reasons for the reissue. I can’t think of any that make sense. I am certain they will say that reissues sell. Most reissues don’t sell. With shrinkage in the magazine category at, on average, 5%, what Gotch sees as sales will not always be sales.

I want a trading term with all magazine distributors whereby they agree to get my permission before they reissue a title and that such a request is very clear that it is a reissue of a title. I’d also want a trading term which enables me to ban accepting reissues in certain categories – such as technology.

Thanks to Ben Kay manager of my newsagency for alerting me to this.

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magazines

New size for Fairfax broadsheets

The announcement by Fairfax CEO yesterday that they are resizing The Age and the Sydney Morning Herald is great news. The change will suggest the paper is moving with the times – that it’s on the move. While it doesn’t address the migration of advertising from print, it could slow the migration by making the product more convenient.

The folks at The Guardian in the UK moved from Broadsheet to the more compact berliner format with great success. In researching recent newspaper format changes I came across this blog post from Jeff Jarvis. It’s worth reading, as always from Jeff – his passion for newspapers and journalism is an inspiration. His work with publishers like the folks at The Guardian affords us an insight into navigating change like that now being discussed by our own Fairfax.

While there will be challenges for newsagents in the new size – distribution and retail – it’s change for the good. One of the reasons newsagencies are less important to consumers today (ACP and Hallmark data) is static core product. When Fairfx does launch the new size we can make a big noise and hopefully attract some new customers.

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Newsagency challenges

Comments on this blog

M Stephens, Lee, Jim and Denise have been busy posting comments here recently. M. Stephens started a week ago and was joined by the others today. I’d note that the Jim is not Jim the newsagent from country Victoria.

I can confirm that M Stephens, Lee, Jim and Denise are all posting from computers with the same IP address.

This information might be relevant for people reading their comments. IP address location tracking tools I have checked suggest they are located in Auburn NSW but these things can be inaccurate.

What is not inaccurate is that these four commenters share the same IP address and post anonymously. Anonymous posting is gutless.

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Uncategorized

Why newsagents need a magazine czar

I suggest that the publishing industry establish a full-time (paid) position called, for lack of a better name, Title Proliferation Prevention Czar.

The person in this position would be responsible for developing a program that defines distribution criteria guidelines for all publications going to chain stores.

That’s Brad David writing at Circulation Management magazine, April 3, 2006.

Around the same time, I blogged here and wrote elsewhere about the need for a magazine czar to manage the newsagency channel. Our czar could/should go beyond that proposed by Davis for the US. They ought to have the final say on whether a title can access our network.

Newsagents offer the most cost effective means of publishers getting their product in front of consumers yet we do not control depth of range.

Many of our categories are overloaded. We expect magazine distributors to manage these categories and some do. However, magazine distributors only look at the titles they offer. An appropriately resourced and strong magazine czar could approve every title before it could access our channel. This would stop us carrying too many titles in any one category. They could set KPIs which distributors would need to adhere to for their product to continue to have access to the channel.

Unless newsagents manage their (our) network as if it is the most important asset we will continue to be over supplied, under supplied, supplied on poor terms and expected to outperform – in terms of space and display allocation – every other retailer provided with magazines.

The newsagency channel magazine czar needs to be funded solely by newsagents. He or she needs the authority to operate without fear of reprisal from magazine distributors and publishers. Newsagents need to build a fence around their network, set KPIs for access and manage those which vigour.

This approach is not new. Phillip Parsons started work on magazine KPIs when he was Managing Director of Network Services. I was fortunate to see early drafts and agreed with most points. When Parsons left Network the KPI project stopped.

Senior management at Gordon and Gotch have implemented changes which have addressed many of their over supply issues. Their work a couple of years ago was based on KPIs for titles which they determined after researching title performance.

Sometimes newsagents are fooled by this activity by magazine distributors. While it is helpful, it is narrow in its focus. The challenge newsagents face covers all titles. We must look at everything from all distributors.

With commercially appropriate KPIs and a strong czar, publishers, distributors and newsagents ought to make more money from magazines that they do today. The current situation means that newsagents are often unable to display titles sufficiently for them to reach their potential. In some categories, the range is so great that consumers walk away frustrated. Having less of a range but made up of the best titles could address this.

While I accept that the ACCC would need to approve the appointment of a czar, I am confident that newsagents can make a business case. The current situation is too unfair for newsagents. The lack of central control is a reason that 65% of all titles distributed through newsagents are cash flow negative.

This is not a matter to debate with publishers or distributors. We know what their views will be. We need to understand that the network is ours and that it is time for us to manage that asset in the manner which best serves us and our customers.

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magazines

Anzac Day trade

Phew! We did more than a usual full Wednesday of trade in the four hours we were open yesterday – being in a shopping centre there is not much choice about when you do and don’t open. On top of exceptional sales in four hours was a full load of magazines to arrive and display as well as the on going challenges of construction in our centre to deal with.

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Uncategorized

US scratch tickets

us-scratch1.JPG

A friend sent me some scratch tickets from the US. I liked it that they are bigger in size than the dollar tickets we get through Tattersalls. They also scratch more easily. They were no luckier but it’s the dream that counts right?

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Lotteries

Newsagent politics

eastern-beach-3.JPG

I was in Geelong yesterday on another stop in our national tour meeting with newsagents using software from my company. At each of these meetings – Sydney, Brisbane, Melbourne, Canberra and Geelong so far – newsagents have asked about the split in the industry between the ANF and state newsagent associations in NSW (NANA) and Queensland (QNF). The questions are usually prefaced with a comment that newsagents have been told little about the situation. Newsagents ask why the ANF rejected the peace proposal from some weeks ago. They ask why the industry needs another national body. They ask why the associations seem unable to fix core problems in the newsagent channel

These are valid questions from newsagents – people who pay the fees which keep the various associations running.

The meetings I am hosting are about software and not association matters so I don’t dwell on the questions. However, it is interesting to me that of the many hundreds of newsagents I’ll meet on this current tour about Tower Systems, the issue of national representation is something newsagents want to talk about.

I’d observe that newsagents feel ill informed about what is going on and why. They see statements issued recently as not connected back to their businesses. They see politicians protecting their butts. Newsagents are concerned about their future and want to support the association which will work hardest for them. They want to know that associations understand the newsagent situation and put their needs ahead of association / supplier relationships. They want an end to the division.

These are the messages the various associations ought to take on board in their communications.

Thankfully, over the course of the three hour meeting, these industry matters take up only a few minutes. But they are intense minutes as newsagents crave discussion about these maters.

The Tower Systems user meeting tour rests for a few days while I am in Hong Kong on business. Mid next week we are in Adelaide and Perth. The following week it is Newcastle and the week after that we visit Townsville and Cairns. Then it’s back to Melbourne and Sydney again before we go to Auckland to meet with our 100+ New Zealand clients.

This face to face contact with users of the Tower software is fantastic. It’s a measuring stick of how we are doing. It also guides future development and provides an opportunity for general two-way newsagency industry discussion.

(The photo is of Eastern Beach in Geelong yesterday morning – I learnt to swim there as a child and always stop off when I’m in Geelong.)

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Newsagency challenges

Rupert Murdoch on old media

Rupert Murdoch writes in the latest issue of Forbes:

Consequently the old media are threatened by the erosion of our traditional profit centers. Certainly we can’t count on things like print classified advertising being around forever.

The same is true for newsagents. We cannot rely on old profit centres.

Old media can survive–and thrive–in this new environment, but they must adapt. We must learn how younger generations of consumers prefer to receive their news and entertainment, and we must meet those expectations.

So must newsagents.

The good news is that we are learning–and fast.

The bad news is that newsagents are not learning fast.

But the future of media is a future of relentless experimentation and innovation, accelerating change, and–for those who embrace the new ways in which consumers are connecting with each other–enormous potential.

The future of the newsagency channel lies in us stopping being newsagents and becoming, well, relevant because today our relevance has slipped.

Rupert Murdoch has a talent for making old media take notice at critical moments in time. He did this in 2005 and again last year. This essay in Forbes continues the trend. It is as much a call to action to newsagents as it is to old media. I hope we take notice.

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Media disruption

Too much of a good thing

english-mags.JPGOutside of the usual English weeklies and monthlies I am surprised by the range of English garden and home magazines. While I have photographed three titles, we usually have between six and eight on the shelves at any one time.

Sales are barely okay. They would be stronger if we culled the range. For example, we really only need one English garden magazine, not two. Magazine distributors would not necessarily see this oversupply as they don’t take on board what the others are doing.

The sooner we have a magazine czar controlling the magazines which get access to the newsagents channel the better.

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magazines

The bin diver

bin.JPG

One of the first customers we see each day is a chap who rummages through the bin at our lottery bench where people discard used instant scratch tickets. He grabs the tickets and checks them over and over. Every couple of weeks he finds a winner. How great is that?

Newsagencies are like that. We each have customers who interact with us in ways you’d never encounter in big business. Sure, some of these interactions are annoying but they connect us with the community in a unique and vital way.

When I first found out about our bin diver my instinct was to ensure the bin was emptied before we opened in the morning. Now, if I’m there when he comes in we trade a smile and I feel good that leaving a full bin is, in part, good customer service.

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Customer Service

Anzac Day connection

I continue to be surprised by the difference in customer interaction in my newsagency and my card and gift shop. Both are in the same centre and often attract the same customers. However, customers act differently in each store. In the card and gift shop people tend to share more of themselves and their experiences whereas I the newsagency speed to exit is the issue.

Take these Anzac inspired sculptures…

anzac.JPG

We bought them not expecting strong sales – more for creating a connect with Anzac Day this week. Customers who see the sculptures often have a story to tell.

Seeing a customer bring someone else in just to look at the sculptures makes us feel good. It’s one of the experiences we wanted to create with this new shop.

There is an emotional connection we experience in the card and gift shop which we see less often in the newsagency.

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Uncategorized

Floppy disks?

No wonder newsagents are losing stationery sales. Floppy disks are one of the products to be featured on a flyer being sent out on behalf of newsagents next month. While floppy disks sell occasionally, they do not sell sufficiently to justify prime promotional space in a brochure or shelf space in my shop. We need to promote current branded product at keen prices – not yesterday’s product which few people use.

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Stationery

Social stationery challenges the newsagency

lady-jane.JPGCard companies are extending more and more beyond greeting cards and into social stationery and related items. Newsagents are taking up the opportunities of a broader product offering.

The challenge for newsagents is how to extend into what for some is a new category. Take the Lady Jane Note Blocks (see photo) from For Arts Sake. They are a brilliant gift, idea for Mother’s Day and beyond. Even though they come with an excellent retail display, it is not enough to have this unit alone – it needs to be part of a broader story of social stationery.

Newsagents moving into this space will need product from three or four suppliers so that they can create a striking visual display. They need sufficient stock and range so that social stationery can own its own space in store. This product cannot be located in the stationery department nor can it be located in the card department.

Products like the Lady Jane range work well when placed in a space of their own with complimentary products which, when seen together, demonstrate a choice for the consumer. The attractiveness of these social stationery items lend themselves to a bright and happy retail story. That cannot be achieved by one or two ranges.

The risk for newsagents is that they will be told by one card company rep to take their range of social stationery and nothing else. Better advice would be to take this range and be sure to get two or three other ranges too.

Social stationery is hot. It is not an easy fit for a traditional newsagency and requires different retail skills. The best way to learn how to make it work is to visit gift shops and some of the majors such as David Jones and Myer.

For me, success in the social stationery space begins with an appropriately diverse range.

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giftwrap