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Customer service must keep a place for paper

Research shows a third of businesses are filing away and ignoring customer queries that arrive on paper. Charlotte Marshall, Managing Director of Iron Mountain in the UK, wants to examine this problem and why the integration of paper and automated customer service management is such an issue for businesses today. By Charlotte Marshall.


The time has finally come to unleash mobile ecommerce

Every year is expected to be ‘the year of mobile e-commerce’ and yet it never is! However, with Branding Brand predicting that more than 53% of visits to the top 500 e-tailers in 2014 will be from smartphones, we think it will be an important year for m-commerce. This comes after research carried out by the IMRG and Capgemini shows that in 2013 the UK spent £91bn in online sales, with sales via mobile devices increasing 138% from 2012. By Lee Cash.


Inattention a threat as mobile ad spend rockets

UK digital ad spend rose 15 per cent year-on-year during 2013 with mobile a key focus, according to new data. But as multiscreening becomes a cultural norm, advertisers face a stiff challenge for consumers’ attention, experts warn. By Chris Lee.


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Ringing the Changes: Newspapers Look to Reverse Fortunes

By: NMK Created on: April 20th, 2009
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Influential media mogul Rupert Murdoch recently called for newspapers to start charging for online content to offset the loss of ad revenue. New Media Knowledge took at look at how one major European news outlet is changing its model to generate income.

Rupert Murdoch, the head of News Corporation, has urged newspapers to start charging for content as advertising revenues for print organs continues to plummet. Murdoch owns the Wall Street Journal, one of the few national newspapers that charges its readers for content.

Murdoch believes that people have been "used to reading everything on the Net for free, and that's going to have to change."

Pandora’s Box

For social networking consultant William Buist it may already be too late to return to charging for content.

“I suspect that the desire to charge for content is the old model and too many people are providing content free for it to work. Publishers who think about how to leverage the relationship with the customer first need to build a relationship. A paid model makes this much harder,” he said.

If newspapers struggle to find an appetite to charge for online content, how can they increase reach and revenue? NMK looked to the Netherlands for an example of a major European national title that is successfully reaching new markets and increasing its revenue-generating potential after launching a mobile offering.

Telegraaf Road

De Telegraaf is a leading Dutch daily newspaper and launched a mobile site two years ago to enable its readers to have constant access wherever they are to news, weather, traffic, sport and live financial market updates.


The uptake of the site has been impressive, largely due to the availability of better devices on the market and higher speeds, according to Service2Media, the platform-as-a-service provider behind the platform. In its second year, traffic to De Telegraaf’s mobile site grew by 100 per cent. It now reaches 170,000 unique visitors per month with 5.6 million page views.


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