Following complaints by readers, which I shared, I emailed my contact at the ABC about the fact that the sound from ABC programs is available only in RealPlayer. As I said in my email
The sound version of the talk is available on the ABC Website only in RealPlayer format. RealPlayer is a real pain – it’s hard to download the player without being harassed about paying for it and it seems to need upgrades every other week. If the site is going to have a single choice it should be Quicktime, but a better option would be to offer all three major formats. I can’t believe that this would be a huge effort compared to the cost of producing the content in the first place, including the time contributed by the ‘talent’.
Having complained about websites before, I expected, at best, an autogenerated reply. I was very surprised therefore, to get an immediate phone call from Paul Bolger of the ABC who explained the situation. Quicktime is ruled out because it can’t be operated in a way that stops downloading, which is problematic for the ABC because their programs typically contain copyrighted music (yet another thing wrong with copyright, IMO, but I digress). The initial choice of RealPlayer over WindowsMedia was based in part on the commendable desire not to extend Microsoft’s monopoly any further, but it’s likely that WMV format will be made avaiable sometime soon.
Meanwhile, there are more exotic possibilities such as MP3 (the problem again being the need to excise music content) and Icecast, a format derived from Ogg Vorbis an open free format of which I was vaguely aware, but have never used.
If anyone has any other suggestions, I’ll be glad to pass them on. In the meantime, I can only say that if this kind of responsiveness was par for the course, consumers would be a lot happier.[1]
fn1. The snarky economist at the back of my brain points out that, if this kind of responsiveness was par for the course, we’d all pay more. But I’m not convinced that the cutback in customer service symbolised by the rise of the call centre and automated phone response systems is economically efficient. First, I think there’s an externality effect. It’s hard (or at least I find it hard) to keep track of which companies and institutions are particularly bad and which are just having a bad day, so the general effect is to increase general dissatisfaction rather than dissatisfaction with a particular company. By contrast, I find it easy to remember and react (maybe overreact) to bad service on the premises. A second point is that you mostly call when you’re having problems, so the company has an incentive to get rid of you. In effect, by cutting back on consumer service after the event, it’s reneging on an implied term in the sale of contract, but you can only detect this if you already regret entering the contract in the first place. The cost for the company is that people with minor problems, who’d be grateful for having them fixed and would be a source of repeat business, are also annoyed by their bad treatment.