It has taken the folks at The Age more than two weeks to sort out newspaper subscriber data file issues. Late last year they sent several newsagents files to facilitate consolidating runs. The files were of a non-standard format. The people at The Age had not consulted experts like those at my newsagency software company Tower Systems. The result was many man hours lost trying to clean up the files and communicating with the people at The Age who were clueless on the need to follow industry standards.
Finally, last Friday, the issue was resolved … an issue which never should have occurred in the first place. Indeed this would never happen with the Herald and Weekly Times.
What frustrates me the most through this is that our people explained to the person handling the matter for The Age that they should speak with our a senior manager about the matter. The refused. They would only speak with someone on our help desk. When we explained that one of our senior managers could help resolve the issue more quickly they refused to take this route.
How stupid is this? Very! Newsagents have been let down, my software company has wasted many hours and still no one from The Age has accepted responsibility or said thanks.
On December 29 I wrote to senior managers at The Age responsible for this project. They are yet to respond. here is what I wrote:
I am frustrated that you have not followed a professional process in sending data to newsagents. The actions of The Age not only disrespected newsagents is also disrespected us, leaving us to clean up your mess. This has cost us in excess of $1,000. thanks for that.
I am disappointed that when you were advices to speak with our COO about this you refused.
Here at Tower Systems we have more than 1,750 newsagents as customers. We have well established and proven processes for dealing with the data suppliers wish to send to newsagents. These processes are designed to respect the integrity of the systems operated by newsagents. By ignoring our processes and, indeed, not involving us until after the event, you have cost Tower Systems and newsagents time which could have been more productively spent this week.
I trust that our frustration is understood by you and your company.
Publishers are the first to criticise newsagents for failing to follow standards. It’s like the people at The Age refuse to let the same rules apply to themselves.
Even while circulation is declining, this doesn’t surprise me. They have always made things difficult and they will be the first to go.