I had a meeting with my radio account rep today. We were just talking over how the past season went, what promotions were effective, what type of tie-ins we might do next year, that sort of thing.
One of the things I hadn’t been happy about was a web campaign I had tried out. I spent considerable sums each month to have a special page on their website listing my season events. I also had banner and skyscraper ads that popped up on the radio station’s homepage which lead to this events listings page.
However, there were a couple problems. First, every time a radio ad ran it told people to go to the radio station page. This was good because their site address is easier to remember for regular station listeners than is my theatre’s. Unfortunately, unless they got there at the right time in the rotation, they wouldn’t see the banner ads and thus couldn’t go to the special page.
They could always see the event listed on the Best Bets section of the website which was prominently positioned. Clicking on the Best Bets link would take them to my website though, not the more expensive page the station was hosting.
The other problem was that the special page and the banner/skyscraper ads were handled by the corporate office 5,000 miles away in Atlanta. When there were problems, and there were quite a few frustrating incidents, it could take days to fix. The worst part was that the problem would repeat itself the next month or next show. I suspected a different person in Atlanta was handling it each time. The Best Bets portion of the site was handled locally and I had few problems with it.
I mention this as something of a cautionary tale for others who may consider similar arrangements. On the whole, I think the special page was a poor use of my money. I had little control of when people would see the page and no guarantee they could find it when the call to action to visit the radio site for more info went out over the air.
People were guaranteed to find the Best Bets link to my webpage on a fairly consistent basis when the call went out. Because that option was more dependable and because I know I can control what people see on my website, I am going to stick with radio ads and Best Bet listing for next year.
I think the banner ad set up does have its uses. There were probably people who visited the radio station’s site for some other purpose, saw the banner ads and viewed the information about the theatre and upcoming shows. If I was leaving the same ad up with minor monthly changes or wanted a separate place designed specifically for the radio station’s demographic, it would have had some more value.
Because I needed to have it changed on a weekly basis at the height of my season and wanted people to always see my information when they visited with the intent to find it, the special page didn’t meet my needs. In the future, I might consider generic (rather than show specific) banner ads that lead back to my website as a tool to generate general awareness of my theatre as people visit the radio homepage.
In many respects, these issues solidified my belief that local control of information is much better than distant control when it comes to customer service. This isn’t even just a matter of the local vs. corporate office. There were a number of times this past season that I made changes to our website when I noticed mistakes or wanted to clarify an issue that was generating confused phone calls. I was often thankful that I could effect the changes myself rather than call a web designer to implement them as I had to in the ancient days of the web (1997).
Because you often had to pay a web designer, you might not make small changes or might delay the fixes until you had accumulated enough problems to make contacting her/him cost effective. The ability to improve ones public face numerous times a day is a small blessing with potentially big rewards in my eyes. (Though you may still want to limit your request for updates to once a day lest your web designer strangle you.)