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

Author: Mark Fletcher

Australia Post, the government competing with small business

Someone asked my why I complain here so much about Australia Post. It’s simple, they are 100% government owned and operate government owned retail stores which compete with small business stores like mine for stationery, Western Union, greeting card and bill payment business.

Here’s a photo peeking in at the government owned Australia Post store opposite my shop. For the most part it looks and feels like a newsagency in the first half. I wouldn’t mind this competition if they were not government owned and if they did not have their monopoly over postal services. This monopoly gives them cheaper rent, lower customer acquisition cost and greater control over their future.

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Newsagency challenges

Free chocolate bars clogging newsagent shelves

OK magazine has a chocolate bar; Good Taste a Lindt chocolate bar; recipes+ a pack of raspberry bullets. All this free chocolate for purchasing a magazine is great even though it’s a challenge to stack and keep tidy. It annoys me though when publishers get it wrong – as has happened with Good Taste. Their chocolate bar has been glued badly and we’re spending too much time every day re-sticking the bars on the cover. This may seem like a whinge and it probably is. However, the free gift looks like crap when glued badly and this becomes a turn off for customers. Over at OK they have got it right: a strong glue and good product presentation. As a result sales are great.

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Newsagency challenges

PBL moves stronger into online advertising

PBL has announced this afternoon that it will merge its online advertising business with carsales.com.au. This puts Australia’s #1 auto site within the realm of the Packer media empire. Just a couple of years ago News and Fairfax dominated classified advertising. That dominance is shared with PBL. In fact, PBL is setting the agenda at present.

This move by PBL underscores the need for newsagents to reevaluate their business model. Advertising is moving online. The speed of change is increasing and the deal by PBL will serve to increase this. Newsagents need to be replacing newspaper generated traffic and revenue. The PBL move demonstrates how to do this – pursue opportunities just outside your current area of operation but close enough for you to understand the business.

Newsagents and others relying on newspapers for revenue and traffic cannot sit by and wait for someone else to provide them with a future.

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Media disruption

Saturday, 2:15pm, Australia Post closed

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This is the government owned Australia Post shop at 2:15 pm Saturday October 1, 2005. This shop closes at 2 pm every Saturday. Their closure kills traffic flow to this part of the shopping centre. My shop is opposite and you can see the immediate impact of customer traffic.

I could make a fortune if I got a dollar for every customer asking for stamps and Australia Post items after 2 pm. The arrogance of the government owned outfit is breathtaking.

An independent retailer in that same space would not be allowed to close. Australia Post gets special treatment.

The government has not business owning this retail chain.

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Uncategorized

Newspapers being sold at Civic Video

Received reports this morning of newspapers being put into Civic Video outlets. Not sure if it’s a national strategy but already there are reports of three Civic Video stores involved. In two cases the Video outlets are next to newsagencies. News Ltd seems to be the publisher involved. The same publisher pushing their newspaper product into Big W and McDonalds. (Fairfax have their relationship with Starbucks.)

I could understand newspaper publishers pursuing these non traditional outlets if they were likely to get their product in front of eyeballs new to their product that day. However, given the broad retail availability of newspapers already this is unlikely.

Recent experience suggests that this move will not achieve incremental sales. Existing channels will suffer with the moat pain inflicted on newsagents – the only specialist newspaper retail channel in Australia. But taking sales from newsagents publishers play with the fine balance of these quintessentially Australian businesses and pressure a domino impact across magazines, greeting cards, lottery products and stationery.

Newspaper publishers would be better advised to focus on their product, make it even more appealing and driving traffic to the specialist retailers who will support their initiatives with bold in store displays and added value marketing strategies. There are plenty of newsagents demonstrating that above average sales growth can be achieved in same store situations.

Turning the newspaper purchase into an impulse purchase (through Civic Video) as opposed to a destination purchase (in a newsagency) demonstrates, in my view, a shift in respect for the newspaper product.

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Newsagency challenges

Newspapers in Turmoil

Newspapers in Turmoil is by Brian Lambert and published in Rake Magazine. This article talks about a crisis of quality and purpose and does not cover in much detail the disruption and challenges of technology and mobility. Overall it is a call for quality journalism to lead their future. I agree. Quality newspapers treated with respect through a specialist supply chain will have a longer live than fluff promoted from every street corner with unrelated competitions.

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Media disruption

Yahoo blog search coming next week, says Business Week

Stephen Baker of Business Week has blogged that seems set to unveil its blog search this week.

The relevance of this is that it makes blogs more accessible to regular punters. This builds traffic and puts blogs on a more even footing with regular news and information websites. This is turn puts pressure on mainstream media to engage in a more immediate and conversational way. While there is a debate over whether blogging is journalism, that it is becoming so easily searchable at places such as Yahoo and Google makes it a medium which competes with news and information websites for eyeball time and that is all that matters.

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Media disruption

Double standards from publishers on fuel

While newspapers run stories daily on the impact of skyrocketing fuel prices on families and small businesses, the publishers of these same newspapers continue to refuse to allow Australia’s small business newsagents to pass on the additional costs. In some cases newsagents are spending $100 a day extra in fuel and they are denied the opportunity to pass on this additional cost.

Australia Post passes on the higher fuel costs. Qantas does too. Newsagents are precluded from doing it because of contracts which were negotiated in 1999 as a result of Howard Government pressure and under the watchful eye of the ACCC.

Newsagents cannot control margin on the product nor recovery of higher costs of distribution of the product. This denies them the opportunity to run their business properly. While the publishers can reasonably argue that newsagents have been given an exclusive home delivery territory and therefore need to operate with some price control, the current fuel price crisis has turned some newsagencies into loss making businesses.

It would be good to see a newspaper cover the impact of high fuel prices on small business newsagencies to demonstrate transparency and to give oxygen to the pain being felt.

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Newsagency challenges

The Age moves to new tabloid format for real-estate on Saturdays

Customer reaction was good yesterday in my part of the world to the new tabloid format for real-estate in Saturday’s Age. Formerly spread across two broadsheet and one tabloid parts, the new combined tabloid size stapled offering is a welcome effort to evolve the newspaper. Saturday is the biggest day for The Age and real-estate advertising is a key reason for this. While I’me sure many will be frustrated with the change, I suspect that they have got it right. It’s good to see a newspaper publisher investing in the product as opposed to sales spike generating giveaways.

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Newspapers

Online classified advertising maturing in Australia

Australia now has several online general classified offerings and none more interesting than Cracker. This is a Fairfax owned business.

Fairfax publishes newspapers and relies on advertising revenue from these newspapers so it is interesting to watch their Cracker play. Plenty of Cracker content is fed across from Fairfax newspapers. Some Cracker categories connect across to Fairfax commercial websites – Domain, Drive and Mycareer.

It is an interesting strategy, competing with oneself. There is no doubt many businesses have been successful riding a tsunami on a surfboard and from the front. It sure beats getting swamped while your back is turned. The Fairfax strategy is better than what most publishers around the world are doing in response to the online advertising juggernaut.

Cracker looks like Craigslist. However, given the way it attracts new content and is fed content from Fairfax commercial sites, it is of more interest to readers than Craigslist.

In competing with itself, Fairfax is also competing with their traditional supply chain. They are offering an online only service which competes with and leverages off Fairfax products sold through newsagencies and other retail outlets supplies by newsagencies. It would be interesting to see how Fairfax would react if newsagents directly competed with them I this way.

Where the Fairfax model fails consumers is in the areas of high volume classified advertising – real estate, auto and employment. For these you have to use the Fairfax commercial sites and pay their rates – rates which are priced to protect revenue streams newspaper publishers became used to when newspapers were the only medium for such advertisements. The advertising pricing model should reflect pure online play and have no obligation to the broader Fairfax organisation. It’s only this pricing model which will attract consumers without support from existing Fairfax publications and websites.

With other sites now developing free and low cost online only plays which do not hold any obligation to a mainstream media operator (monkey; gumtree) and therefore do not follow a higher price model, Fairfax will be under pressure on its pricing.

The Australian classified advertising space is ripe for fundamental change. Consumers are paying too much for advertising. As news spreads here is lower prices overseas others will enter this space and play and draw attention to our out of date pricing models.

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Media disruption

Loyalty program drives magazine retail sales

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Our Magazine Club Card promotion (buy 11 magazines over 8 weeks and your 12th magazine up to $10.00 is FREE) is today 13 months old. What was to be a three month campaign is showing no signed of slowing down the sales growth we are achieving.

Every day we are thrilled with customer reactions. They are buying magazines which they would otherwise not purchase. The free magazine is the luxury.

The graph (above) shows strong sales growth. With industry average year on year growth at around 4%, our growth is exceptional. The success lies squarely at our front line team. They pitch the offer well. Customers have a sense of saving right away.

While I moan here regularly about the challenges newsagents face and express frustration at what I see as marketing mistakes by some suppliers, in my store magazines are an important cornerstone to the growth we are achieving.

Our simple loyalty campaign demonstrates that customers appreciate real value, they like a simple offering and they want faster access to rewards. What we offer with our Magazine Club Card is better value than the FlyBys offering from Coles/Myer and better value than the fuel discounts offered by the Coles and Woolworths supermarkets.

This is a great small business success story. Our biggest challenges are the fluctuation in sales caused by the campaign and the resulting supply challenges so that we do not sell out and they are challenges I enjoy.

Our customers enjoy this campaign. Our employees enjoy it as well. I enjoy it because I am rewarding from within, building a category with depth exclsuively to me and in a way I control.

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magazines

Australia Post, Reader’s Digest and competition law

Read what Reader’s Digest says about Australia Post in the latest AP magazine. This is another example of the government owned Australia Post retail network using their monopoly to take other revenue from independent retailers. I have no axe to grind with small business owned Licenced Post Offices. It is the government owned retail outlets I have issues with. They abuse their government protected monopoly and make a mockery of competition law along the way. Newsagents offer a bill payment service which any company is welcome to use for customer friendly payment of bills.

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Newsagency challenges

Better Homes and Gardens sell out in 2 days

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We sold out of the latest issue of Better Homes and Gardens in 2 days. This is a monthly title and usually sells out at the end of week three in our store. A two day sell out with usual supply is a record. Checking around I’ve found others having similar success. In part the success is due to our Magazine Cliub Card promotion. BHG is a title people treat themselves to and the promotion encourages such treating.

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magazines

Google to display classified advertising results?

Classified Intelligence reports in a press release that “Google is aggressively moving to include classifieds listings in its organic search results…”

According to CI Google is currently requesting direct feeds from classified advertising websites.

While I don’t know if Google will be given the content feeds they are seeking, that they are pursuing providing advertising content through search results puts the traditional classified advertising supply chain more under the pump.

This is a space we have been playing in, in the back room, for over a year. Our goal is to offer an online advertising solution which newsagents can be part of in some way.

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Media disruption

News Corp. talks about global wireless moves

Report in Red Herring about News Corp’s global plans to leverage wireless opportunities for distribution of content. Here’s how the article starts:

Rupert Murdoch’s media empire News Corp. hopes to dominate entertainment content on cell phones by marketing aggressively in 2006 across the company’s global media network, a company executive said on Monday.

It’s part of the company’s plan to hold onto the media landscape as the advertising dollars move away from television and more toward new media like cell phones, the Internet, and video games.

Newspapers should be on that list as well. This move to more deeply engage with wireless as a channel for content is crucial and not unexpected. The News Corp. move will lead others to the well and speed up the disruption being experienced by mainstream media and their supply chain.

Lucy Hood from Fox Mobile Entertainment is quoted as saying: “In 2006 we will distribute globally and market aggressively. We will no longer rely on others to promote”

While newsagents need to discuss newspaper distribution and operational issues with publishers, the more important discussion needs to be about the future of the infrastructure we have established and how this can have a commercial viability with home delivery and retail of newspapers flat or falling.

Stories like this in Red Herring ought to drive newsagents to be working on business plans of their own. The world does not end with the News Corp wireless strategies. It changes is all and the sooner we in the newsagent channel realise that the more focused and productive our discussions with News Corp. and others will be.

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Media disruption

Newsagents v. Vodafone

Individual newsagents continue to protest the decision by Vodafone to but their commission on mobile phone recharge product by 37.5% from 8% to 5%. Once newsagents found out yesterday that Australia Post Licenced Post Offices are reportedly being cut from 8% to 7% more came out and discussed the measures they are taking in their businesses.

Most newsagents I have spoken with are protesting for a fixed period of time and explaining to customers that they are doing it to send a message to Vodafone about their unilateral decision to cut the revenue newsagents earn. They are using it as an opportunity to pitch the small business story. David v. Goliath (Vodafone and Australia Post).

I expect this campaign will continue for several weeks more. Newsagents want Vodafone to agree to the same commission as has been reportedly agreed with Australia Post.

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Newsagency challenges

Crikey publisher says newspapers are “on the skids”

In yesterday’s edition of Crikey, a daily emailed publication of news and comment, Publisher Eric Beecher commented about newspapers in the context of the appointment of a new editor for the Sydney Morning Herald, a newspaper Beecher once himself edited. Here’s what Beecher had to say:

17. Editing the SMH is about cost cutting, not creative journalism

By Crikey publisher Eric Beecher

The Sydney Morning Herald has a new editor – Alan Oakley, currently editor of The Sunday Age. “I am privileged to take on the best job in Australian journalism,” he said yesterday. “It is a challenging time for newspapers. I will concentrate my efforts to ensure that we are continually meeting the evolving needs of readers.”

Oakley, who is a popular choice, may feel he is taking up the best job in Australian journalism (it certainly felt like that when I had it in the late 1980s), but I suspect it won’t be much fun.

Newspapers like the Herald that depend solely on classified advertising for their profits are on the skids. Fewer people buy them or respect them, and their classified ads are migrating inextricably to the internet because it’s a better, cheaper medium for that kind of advertising.

Unfortunately, this consigns their editors to saying one thing (“I will concentrate my efforts to ensure that we are continually meeting the evolving needs of readers”) but doing another – cutting costs and eliminating jobs. These days, editors of papers like the Herald are more like executioners than editors.

Quality newspapers are a sunset industry desperately trying to prop up their historically high profits by cutting costs. Over the past week in the US, for example, six of the country’s more prestigious newspapers – including The New York Times, Boston Globe, Philadelphia Inquirer and San Jose Mercury News – have sliced hundreds of editorial and non-editorial jobs. And no-one believes this culling was anything other than business as usual for big newspapers.

Fairfax CEO Fred Hilmer said yesterday that Oakley’s appointment means the Herald “is in excellent hands for the future.” Unfortunately, that can only mean that Alan Oakley knows how to wield the knife.

I agree with Beecher’s comments about the viability of newspapers relying on classified advertising. Okay it won’t happen today or tomorrow. It will happen though. The economics of online classifieds make it inevitable. Newspapers cannot compete with the flexible search, production costs and mobility offerings of online advertising. Playing games with giveaways and competitions to drive sales will not fix that. Nor will offering free advertisements. Nor will free newspapers. Newspapers have a bright future if they focus on content.

I worry for the traditional newspaper supply chain in Australia. Newsagents are not prepared for the effects of the changes even though we are in the middle of them already with considerable supply changes impacting our businesses.

I disagree with Beecher’s comments about the viability of quality newspapers. Respected content (news, analysis and opinion) delivered exclusively in a print form will deliver sales of sufficient value to attract certain advertisers. Okay it’s more of a hope than a belief. People like Tim Porter and Jeff Jarvis and others have suggested how it may be achieved.

There is no doubt that this is a time of enormous disruption for newspapers. Denial only makes the road harder to navigate.

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Media disruption

Australian Women’s Weekly sales strong following revamp

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I’ve been looking at sales for The Australian Women’s Weekly for the last month. This is the first month of the revamped magazine. Sales are healthy for the stores I have seen. While sales in the first seven days were not as strong, sales over the next three weeks to yesterday (when the title came off sale) were above average.

Since the sample size is small, broad conclusions cannot be drawn. However, the result from my part of town seems to be good.

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magazines

Free products on magazine covers drive retailers nuts

Walk through the magazine aisles of any newsagency in Australia today and you’ll find magazines with shopping bags, chocolate bars, aprons, chocolate bullets, pens, pencils, tampons and more chocolate attached.

While free product samples are a great way to draw attention to a magazine and offer added value to the purchase, it makes retailing the product challenging. Usually it’s easy to navigate. However, right now it’s peaking. We have more free product attached to magazine covers than I can recall in the last 10 years.

Donna Hay offers a tote bag; recipes+ offers raspberry bullets; Good Taste offers Lindt chocolate; Fresh Living offers a free Lovatts Crossword book (which we sold last month!!!); Vogue Girl offers Maybelline mascara. This is but a small selection of the giveaways.

What I’d do differently to allow the product to be merchandised well and out of respect for other product occupying adjacent shelf space is put giveaway product behind the counter. I appreciate that some retailers would be frustrated with this – however, the outcome will be better in store. As it is at present, this stock burdened with giveaway product on the cover gets battered quickly and this turns consumers off.

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Newsagency challenges

Government owned Australia Post trumps small business newsagents on Vodafone commission

The government owned Australia Post has negotiated a phone recharge commission with Vodafone of 7% on behalf of its Licenced Post Office (LPO) retail network. I assume the commission is the same for government owned post office outlets.

Independent newsagents have been told by Vodafone that their new commission will be 5%.

There are more newsagents than LPOs. The difference is that the newsagent network is made up of 4,600 independent stores whereas the LPO network, while privately owned, has the government owner Australia Post as the Master Franchisor.

This is another example of government ownership being used to the benefit of Australia Post and to the detriment of independent businesses like newsagents.

The government has no business owning and operatuing a retail network.

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Newsagency challenges

Generation Why and newspapers

Wise and Young is a blog worth reading if you want to understand younger consumers. Take this blog entry about newspapers and how to make them more appealing to young people. Here are the key points Levi Brooks makes in this entry:

1) Get your articles, content, etc. in to the hands of the youth (be it real world or online) – Why not have more news stands on campuses? Why not offer free newspapers on Sundays to college students? Get your product in to their hands, even if it means giving it away for free, and get them hooked.

2) Brand your newspaper as being smart and fresh – The youth are attracted to fresh and up to date material. Newspapers do provide fresh content, but the feelings evoked when purchasing a newspaper is stale and old-world.

3) Keep their attention – I’m not saying newspapers should turn to yellow journalism or mock magazines, but do something that would keep the youth’s attention span. Providing more youth friendly content and progressive articles that challenge the norm are a place to start (which the AP is trying to do with this new service).

4) Tie in with Online Services – MySpace and Facebook provide journalists a prime delivery method to the youth. Murdoch owns MySpace and I have no doubt he’s going to merge his news empire to the online space, but he better give the users complete control over what content they see. Facebook is a great place for newspapers to deliver content to the college group.

Wise and Young is also the name of the a communications agency Levi and his partner run in the United States.

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Newspapers

Newsagents v. Vodafone; small business protests arrogant decision by major telco

Newsagents continue to vent their anger at the decision by Vodafone to cut their commission by 37.5% to 5%. The Vodafone decision is making many newsagents reconsider their position in terms of selling Vodafone product.

I have reviewed shopping basket data for over 30 newsagencies covering sales from June 1 through September 24. In all the data covered represents close to 2 million shopping baskets. On average in a suburban newsagency, phone recharge product is sold alone 77% of the time. In rural/regional newsagencies that figure falls to 65%.

This data tells us that phone recharge is not efficient in drawing consumer traffic which purchases other product. While this may be a commentary about newsagencies, it may equally be a commentary about the mindset of recharge customers.

It is important that newsagents understand the broader value of recharge sales. With 77% of sales being single item sales – that is a recharge purchase and nothing else – we need these sales to be time efficient, and business efficient (i.e. cash flow beneficial and little or no error). We need to measure the economic benefit on the sale of the recharge itself.

A $30.00 recharge generates $1.50 in commission (based on 5%). Allowing for credit card charges (data suggests 50% are purchased with credit), the $1.50 falls to $1.20. At 1 minute sale time $1.20 is okay. Anything longer than 1 minute and I’m losing money. This does not factor in the cost of the infrastructure, counter real estate and display real estate necessary to support sales.

These are point to make to Vodafone. The economic viability. While I can understand the drop in commission from 11% to 8%, this fall to 5% in the face of record profits is a tipping point. It pushes newsagents to the edge. It makes selling Vodafone recharge product of doubtful value in an average newsagency. Sure there is the traffic argument. I suggest there is reasonable data now to suggest that this is a phurphy. Recharge traffic is busy work and not all that profitable for us.

This is an arrogant decision by Vodafone against their small business partners, one they need to reconsider.

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Newsagent suppliers