Here's the reply I got from Jeremy Hartigan, Director of Athletics Communications, to the email I sent regarding problems with All-Access:
Dear Cornell All-Access subscriber -
Thanks for your note, and sorry you have had problems with the service. We understand All-Access has had problems, particularly over the last year and especially with the audio feeds. We have been continually talking to CSTV about the problems, trying to find resolutions as quickly as possible.
We are aware of the problems, are (and have been) attempting to fix them, and at the same time are looking at future options for next year that will be better received by everyone.
One of our biggest frustrations has come from the large number of people our office hears from who are unsatisfied with the customer service from CSTV. That service is one that our department can't provide on a game day basis due to our responsibilities to our teams, coaches and student-athletes, and is something that is part of CSTV's responsibility. Problems sometimes happen and do with every school, from Notre Dame to my alma mater St. Bonaventure. I am a subscriber to All-Access myself and have suffered this year through some of the same problems with other schools.
Among the steps we have taken include:
* the purchase of a new audio coupler (second year in a row) to exclude Cornell or WHCU's being at fault for the continued audio problems.
* numerous conference calls, two in November, between our department and CSTV regarding the ongoing problems, including discussions about how continued problems with the service would negatively effect any future contract with their web site company.
* continued testing and re-testing of the streaming capabilities at our various facilities with Cornell CIT department, including adjustments at Lynah Rink.
* addressing the problem of Canadian families who can no longer purchase the All-Access service due to CSTV's policy of no longer accepting Canadian credit cards.
* looking into new streaming platforms for next year.
Men's basketball has moved to an internet only radio broadcast this season (as will men's lacrosse later in the year), and there have been no problems at all dialing directly into our equipment on site, which means that the equipment we are using for games is not the problem.
Cornell became one of the first school's in the country to offer video streaming of athletic events several years ago, something we now do for more contests than any other school in the country, and we are very proud to be able to provide this for the Big Red fans across the world. I get hundreds of e-mails and calls a year thanking us for the service and the ability to watch their sons or daughters, or to be able to follow their alma mater when they are halfway across the country. I'm extremely happy about that. Please keep in mind that our video and audio streaming is not a profit-making venture ... we are offering it because that is what people want, and the cost of the All-Access subscription is only partially covering the cost of what it takes to provide the service.
Nothing, however, is harder to hear than the increased problems that have popped up in the last year or so.
Chief among the issues that we will address are the inability for Macintosh users to access our audio and video offerings. While Macs have a small share of the total computers used in the United States, a great deal more than the average number of users are Ivy League students or graduates. With the well-known advantages in audio and video quality on Macs, it only makes sense to provide that to all alumni.
A great deal of the changes with All-Access caught us by surprise this fall (new player, new charge system, inability to accept Canadian credit cards, no Macs), and we were not alerted to most of the issues above by CSTV. The ones we were aware of, there was no alternative due to contractual agreements already in place. We are taking all of that into account as we search for alternatives for the 2007-08 season. In the meantime, we ask your support and patience as we continue to work with CSTV to improve the current setup. Our alumni, family, fans and recruits are the sole reason we provide the service at all, and we are constantly trying and thinking of ways to make improvements on what we already have.
Sincerely,
Jeremy
Well that was kind of him. I surely wouldn't want a job where I had to receive floods of complaints after every weekend.
[quote lhayes]one of the first school's in the country[/quote]
I couldn't help myself.
I'm glad they are as upset over the mac issue as we are. I hope that it will be written in to any new contract that mac users will get equal access.
[quote Jacob '06]I'm glad they are as upset over the mac issue as we are. I hope that it will be written in to any new contract that mac users will get equal access.[/quote]
I'm a little worried that it's phrased as a dichotomy, though. I fear we'll end up with some browswer-sniffing that works on two specific platforms, rather than the interoperable stream we've had in past years.
The "search for alternatives" phrase makes me a little optimistic that CSTV will be gone next year.
[quote Section A Banshee]Well that was kind of him. I surely wouldn't want a job where I had to receive floods of complaints after every weekend.
[quote lhayes]one of the first school's in the country[/quote]
I couldn't help myself.[/quote]
Good, I wasn't the only one.
The tough thing for Cornell is that there aren't many options out there as alternatives. It sounds like it's either go with CSTV or do it themselves. Who knows, they might be leaning towards the latter.
[quote ebilmes]The "search for alternatives" phrase makes me a little optimistic that CSTV will be gone next year.[/quote]
Don't get too optimistic. I wrote directly to Andy again this year, offering to take over/help improve/do anything at all regarding the webcasts and, once again, it didn't even garner a response. I did suggest, even if nothing at all was done, to send out some formal response to try to appease the masses. Maybe he took that bit to heart.
[quote CowbellGuy]Don't get too optimistic. I wrote directly to Andy again this year, offering to take over/help improve/do anything at all regarding the webcasts and, once again, it didn't even garner a response.[/quote]
Well, considering the axe with your likeness on it that Andy evidently has been grinding for several years, it doesn't surprise me that he didn't respond to you. I mean, we already know the guy's a jerk; whether or not he is feeling sufficient pressure to solve the webcast problems is another story... and at least this response from athletics offers me some hope in that area.
Kyle
[quote jtwcornell91][quote Jacob '06]I'm glad they are as upset over the mac issue as we are. I hope that it will be written in to any new contract that mac users will get equal access.[/quote]
I'm a little worried that it's phrased as a dichotomy, though. I fear we'll end up with some browswer-sniffing that works on two specific platforms, rather than the interoperable stream we've had in past years.[/quote]
Agreed. I'm very happy to hear they care about that. Alumni relations is not a for-profit business (at least not in the same way CSTV is) and foresaking a smaller portion of the market carries bigger impacts than just the immediate revenue.
I think its a fair point that you make, John, and I definition think you should write to them on the subject. It is true, however (is it not?) that any machine is at least capable of running either Windows or OS X, so supporting both at least isn't forcing anyone into any new hardware. Still, an open solution is definitely preferable as it would make it easier to ad more platforms and harder to remove them later.
Age, have you tried writing to Jeremy? Just a thought.
[quote oceanst41]
The tough thing for Cornell is that there aren't many options out there as alternatives. It sounds like it's either go with CSTV or do it themselves. Who knows, they might be leaning towards the latter.[/quote]
Princeton and Dartmouth started using these folks this year:
http://www.collegesportsdirect.tv/
Dartmouth charges $60 for 12 months or $8/month. Princeton also offers a forty buck 6 month pass. I have no way of vouching for the live quality, but there are some free clips up at: https://www.nmnathletics.com//flexReg/doReg.dbml?DB_OEM_ID=10600 (just click any of the links to open the player and looks for ones labeled as free) it's another player, it puts up old games (you can see princeton/ucla from '96 appraently), and is mac friendly.
The grass is always greener...
[quote oceanst41]The tough thing for Cornell is that there aren't many options out there as alternatives. It sounds like it's either go with CSTV or do it themselves. Who knows, they might be leaning towards the latter.[/quote]
Well, geez, yeah!! I've been thinking this for a while now. CU has some of the best resources available for things such as this. Many of us have already proven that we'd happily pay to fund such a service as long as it's 1) reliable and 2) universally accessible. Local ownership and accountability would solve a good amount of #1...at least give us a dedicated "who to call when something is wrong." Webcasting audio was very stable, reliable (and free) when it was started about 10 years ago.
Assuming politics has taken certain volunteers out of the equation, there still very capable people on campus who, if compensated appropriately for their time and effort could do a wonderful job. The right combination of CIT and ECE students/staff has vast resources in both equipment and knowledge on hand. Make it work/study for some students to maintain and run on game days. There's reason Dartmouth can make this happen and Cornell has to contract a company who when called can do about as much as an at&t operator. CSTV is probably more concerned with getting out Kansas Jayhawks basketball anyway.
Can anyone remember how i2sports was when they handled the first (paid) video webcast? They were based out of Syracuse, and from what I remember, was more reliable and accountable than the CSTV XXXXXXXXL monster sports machine. Local ownership. Local accountability.
[quote DeltaOne81]Age, have you tried writing to Jeremy? Just a thought.[/quote]
I did last year with the same result. He also repeatedly turned down requests for media credentials when I was trying to shoot for USCHO/CHN quite directly "because it was me." Obviously Laura left some sort of mandate. FWIW, Jeremy was an interim replacement for Laura. Even though the "interim" bit was dropped, he's still in over his head.
Andy (and Anita for that matter) has always been very friendly and chatty when I've run into him, so I figured he would at least be open to a dialogue. But I suppose he could simply have had no idea who I was. It's hard to read the vacuous gaze.
[quote RichH][quote oceanst41]The tough thing for Cornell is that there aren't many options out there as alternatives. It sounds like it's either go with CSTV or do it themselves. Who knows, they might be leaning towards the latter.[/quote]
Well, geez, yeah!! I've been thinking this for a while now. CU has some of the best resources available for things such as this. Many of us have already proven that we'd happily pay to fund such a service as long as it's 1) reliable and 2) universally accessible. Local ownership and accountability would solve a good amount of #1...at least give us a dedicated "who to call when something is wrong." Webcasting audio was very stable, reliable (and free) when it was started about 10 years ago.
Assuming politics has taken certain volunteers out of the equation, there still very capable people on campus who, if compensated appropriately for their time and effort could do a wonderful job. The right combination of CIT and ECE students/staff has vast resources in both equipment and knowledge on hand. Make it work/study for some students to maintain and run on game days. There's reason Dartmouth can make this happen and Cornell has to contract a company who when called can do about as much as an at&t operator. CSTV is probably more concerned with getting out Kansas Jayhawks basketball anyway.
Can anyone remember how i2sports was when they handled the first (paid) video webcast? They were based out of Syracuse, and from what I remember, was more reliable and accountable than the CSTV XXXXXXXXL monster sports machine. Local ownership. Local accountability.[/quote]I personally think this would be the ideal solution. Afterall we might then have some response to problems. I also think that people would be more understanding of problems if they thought that someone was actually goint to try and fix them. How novel.
I think there is one problem that doing it in house will not handle well. The cameras that they are using on some-access are not good enough to acclimate to changing light patterns across the rink as quickly as they are panning to follow game play (not counting the fact that they suck at following game play). I think if its done in house, we are definitely not going to up the quality of the camera, and this might even get worse. However, I don't know that much about cameras and it may just be some setting you can change to make it work better.
It would also be nice if we had cameramen that had ever seen a game of hockey before so they could anticipate how a play will develop and not have to pan as quickly. Also, as I know was mentioned a lot last year, a wider angle shot won't hurt that much. Most of us have watched enough hockey in person that we can tell where the puck is just by seeing how players are watching, and it is more fun to see what other people on the ice are doing too.
[quote Jacob '06]It would also be nice if we had cameramen that had ever seen a game of hockey before so they could anticipate how a play will develop and not have to pan as quickly. Also, as I know was mentioned a lot last year, a wider angle shot won't hurt that much. Most of us have watched enough hockey in person that we can tell where the puck is just by seeing how players are watching, and it is more fun to see what other people on the ice are doing too.[/quote]
Well, an on-campus solution would ideally have people with enough interest in customer satisfaction that they would be available and reachable for feedback. Unless you believe that emailing or calling any customer service representative for CSTV with a "could you please not zoom in so tightly in the Cornell-Colgate hockey game?" message would actually get such a specific request forwarded to anyone who gave a crap.
Wasn't it last year (or the prior year) where we had the camera guy stop in here for suggestions on his own volition?
[quote Jacob '06]I think there is one problem that doing it in house will not handle well. The cameras that they are using on some-access are not good enough to acclimate to changing light patterns across the rink as quickly as they are panning to follow game play (not counting the fact that they suck at following game play). I think if its done in house, we are definitely not going to up the quality of the camera, and this might even get worse. However, I don't know that much about cameras and it may just be some setting you can change to make it work better.[/quote]I don't understand. You imply that we wouldn't/couldn't do better with the cameras, but then say there may be some setting that could make it better. I think the bottom line is, if we give it to someone who really cares, then we have a chance of getting it better. If we leave it with a corporation who has shown a lack of concern for their viewer, and an athletic dept. who doesn't care enough to follow-through, then we can be sure we'll have less than the best. We have a large, hopefully not technologically challenged university. We should be able to do better.
[quote Jim Hyla]I don't understand. You imply that we wouldn't/couldn't do better with the cameras, but then say there may be some setting that could make it better. [/quote]
I would guess that the only solution would be a more expensive camera. However, I don't know that much about cameras, so it may be true that you can change the settings on it. Someone like Age probably knows a lot more about this subject.
I don't get why the university wouldn't want to do this in house. We do have communications majors here, do we not? Why outsource somthing when you can give students some expiriance? Especially when the prospective audiance has already demonstrated a willingness to help with funding.
however, if athletics is dead set against doing this in house, what about outsourcing it to ICTV? They're local, and they're already streaming over the internet anyway.
[quote evilnaturedrobot]I don't get why the university wouldn't want to do this in house. We do have communications majors here, do we not? Why outsource somthing when you can give students some expiriance? Especially when the prospective audiance has already demonstrated a willingness to help with funding. [/quote]If the University worked as a cohesive unit that might be so. But let me quote Steve Worona (from Beeeej's sig): "Cornell isn't an organization. It's a loose affiliation of independent fiefdoms united by a common hockey team." The Athletics Dept. doesn't see any obligation to help out the Comm. Dept. and the two probably have zero contact. To AD folks who have absolutely no idea how to provide this service themselves, outsourcing probably seems like the easiest, most cost-effective way to do it.
[quote KeithK][quote evilnaturedrobot]I don't get why the university wouldn't want to do this in house. We do have communications majors here, do we not? Why outsource somthing when you can give students some expiriance? Especially when the prospective audiance has already demonstrated a willingness to help with funding. [/quote]If the University worked as a cohesive unit that might be so. But let me quote Steve Worona (from Beeeej's sig): "Cornell isn't an organization. It's a loose affiliation of independent fiefdoms united by a common hockey team." The Athletics Dept. doesn't see any obligation to help out the Comm. Dept. and the two probably have zero contact. To AD folks who have absolutely no idea how to provide this service themselves, outsourcing probably seems like the easiest, most cost-effective way to do it.[/quote]
I also seem to recall something about the contract with CSTV requiring some sort of universal fealty - i.e., if we do your website we also have to do your streaming video and we get first option on televising your games. So in fairness to the AD folks who may actually want to get us off CSTV's streaming video disaster train wreck, it's possible they'd have more trouble negotiating a website-only contract for 2007-08 than it's worth. Pure speculation, but I'm just sayin'.
[quote Beeeej]I also seem to recall something about the contract with CSTV requiring some sort of universal fealty - i.e., if we do your website we also have to do your streaming video and we get first option on televising your games. So in fairness to the AD folks who may actually want to get us off CSTV's streaming video disaster train wreck, it's possible they'd have more trouble negotiating a website-only contract for 2007-08 than it's worth. Pure speculation, but I'm just sayin'.[/quote]
Frankly, I'd be perfectly happy if they scrapped CSTV's website contract as well. The Athletics site is the only official Cornell site I've seen that isn't clean-looking, fast-loading, and easy to navigate. The flashing ads, scrolling headlines, and both external and imbedded pop-ups are an outright headache. Every other department website on campus has a unified style and look...Athletics can't get in on that? Websites are simpler to do than streaming audio/video.
[quote KeithK]If the University worked as a cohesive unit that might be so. But let me quote Steve Worona (from Beeeej's sig): "Cornell isn't an organization. It's a loose affiliation of independent fiefdoms united by a common hockey team." The Athletics Dept. doesn't see any obligation to help out the Comm. Dept. and the two probably have zero contact. To AD folks who have absolutely no idea how to provide this service themselves, outsourcing probably seems like the easiest, most cost-effective way to do it.[/quote]
And this is the biggest problem, IMO. As much as I credit Charlie Moore for doing a lot of good for the Athletics Department during his tenure as AD (including hiring a certain coach), the whole "I'm CEO of Athletics" thing did a lot to fuel this rift that appears to exist than any other publicly-known event. Running certain aspects of the department like a business is probably essential for the benefit of the student atheletes. At the same time, CU Athletics seems like they don't even consider the resources available to them as part of a major research university. They want control over their branding, so they came up with "huggy bear" instead of staying with the traditional, established marks. Website and webcasting is trucked out letting whomever collect by plastering non-CU sponsor ads wherever they can cram them at Cornell's expense. I would think keeping the money flowing between departments instead of shoving it off Chelsea Piers would benefit the University as a whole.
The recent quote from Andy that was posted a few weeks ago. "You think we have control over this??" Well, the answer is "You should! You are the Director of Athletics! You should be responsible for and IN CONTROL OF the information and content of this department.!" If he isn't, well changes should be made.
[quote RichH]The recent quote from Andy that was posted a few weeks ago. "You think we have control over this??" Well, the answer is "You should! You are the Director of Athletics! You should be responsible for and IN CONTROL OF the information and content of this department.!" If he isn't, well changes should be made.[/quote]
Guess Noel doesn't see himself as the "CEO of Athletics," given that quote.
One wonders what Charlie Moore is calling himself "the CEO of" these days.
[quote Al DeFlorio]One wonders what Charlie Moore is calling himself "the CEO of" these days.[/quote]
I remember the sheer amount of bitching I did about Charlie Moore, in the Sun and elsewhere. ;) I would pay money to get him back now...
Kyle
[quote krose][quote Al DeFlorio]One wonders what Charlie Moore is calling himself "the CEO of" these days.[/quote]
I remember the sheer amount of bitching I did about Charlie Moore, in the Sun and elsewhere. ;) I would pay money to get him back now...
Kyle[/quote]Jesus Christ himself could be appointed AD and we'd find plenty to bitch about... Even aisde from the religious implications :-)
[quote KeithK]Jesus Christ himself could be appointed AD[/quote]
I think he's too busy in his new job as head of Standards and Practices for NBS.
[quote jtwcornell91][quote KeithK]Jesus Christ himself could be appointed AD[/quote]
I think he's too busy in his new job as head of Standards and Practices for NBS.[/quote]But he probably won't have that job next season.
[quote RichH]The recent quote from Andy that was posted a few weeks ago. "You think we have control over this??" Well, the answer is "You should! You are the Director of Athletics! You should be responsible for and IN CONTROL OF the information and content of this department.!" If he isn't, well changes should be made.[/quote]Here, here!
[quote evilnaturedrobot]I don't get why the university wouldn't want to do this in house. We do have communications majors here, do we not? Why outsource somthing when you can give students some expiriance? Especially when the prospective audiance has already demonstrated a willingness to help with funding.
however, if athletics is dead set against doing this in house, what about outsourcing it to ICTV? They're local, and they're already streaming over the internet anyway.[/quote]I totally agree with this. In fact I've already talked to some about the possibility of ICTV. Wouldn't it be something to have them on TV. If we maintain crowd size, of course. I don't think that will be a problem. If we were to have that broadcast I suspect others might want to pick up some games. Clarkson, Colgate, TWCNY for CNY area when those games are on?
I think Dave Wohlhueter was an IC grad, no? We obviously have the ability, it's do they have the will?
[quote Al DeFlorio][quote RichH]The recent quote from Andy that was posted a few weeks ago. "You think we have control over this??" Well, the answer is "You should! You are the Director of Athletics! You should be responsible for and IN CONTROL OF the information and content of this department.!" If he isn't, well changes should be made.[/quote]
Guess Noel doesn't see himself as the "CEO of Athletics," given that quote. One wonders what Charlie Moore is calling himself "the CEO of" these days.[/quote]
The athletics department is perhaps the victim in all this. They're silent while they determine whether Oprah or Larry King is the best venue for their side of the story. Bring hankies.
QuoteThe Athletics Dept. doesn't see any obligation to help out the Comm. Dept. and the two probably have zero contact. To AD folks who have absolutely no idea how to provide this service themselves, outsourcing probably seems like the easiest, most cost-effective way to do it.
This is a classic bureaucratic rice bowl issue. The AD wants the power to negotiate a contract with a service provider like CSTV -- it makes him more important. If, instead, he's just overseeing a collaboration with university resources, he loses power, plus he gets a lot of headaches because he will have to massage all the egos of all his peer college and department nebbishes.
Petty kings always work to insulate their little fiefdoms -- they are
terrified of communication, rational comparison, and transparency.
And if you think this has sucky consequences for Cornell, you should come down to the Pentagon some time.
[quote Trotsky]This is a classic bureaucratic rice bowl issue. The AD wants the power to negotiate a contract with a service provider like CSTV -- it makes him more important. [/quote]Wrong food analogy. I think the simpler solution is that it makes the ADs life easier to outsource the whole enchilada. Not only does it give him more free time because he doesn't have day-to-day responsibility for the website or broadcasts, he has deniability when things go wrong.
I know the idea of doing the broadcasts online has been mentioned so here is a link of Cornell already broadcasting other stuff on the web.
http://www.news.cornell.edu/stories/Dec06/CornellCast.ws.html
Also, SlopeRadio is apparently looking to expand to do FM and even TV sometime in the future.
From an article on the Lynah renovation in the December 2006 issue of "Spirit:" "Updated wiring in the press box, an enlarged camera bay, and wireless access will improve the live stream and live stat updating, a plus for fans who cannot make it to the game."
[quote Al DeFlorio]From an article on the Lynah renovation in the December 2006 issue of "Spirit:" "Updated wiring in the press box, an enlarged camera bay, and wireless access will improve the live stream and live stat updating, a plus for fans who cannot make it to the game."[/quote]
Hmmm. Maybe the live stat updating steals bandwidth from the video feed. Also, "enlarged" camera bay is good, but raised camera bay would be better.
http://www.cornell.edu/video/
Subscription-based streaming live video and serving prerecorded video for free have about as much in common as a black hole and soap scum.
cornell produces live video feeds all the time.. the bigger issue is production quality for free vs pay video and the bandwidth to feed stuff off campus which comes at a much higher cost than what stays on campus.
Well a good time to follow up on what I've heard following the CHA meeting.
First, thank you to all that sent in your nicely worded complaints. I've been told that they were well received and useful.
Second, the Canadian payement problem was solved.
Third, the CSTV contract is up this July and all options are being looked at.
Finally, my opinion, and it's just that, nothing more; I think we will see a much different system next year. I also think it may be in house. Mainly I base that upon the fact that they are working so much with in house systems in other sports and may be getting the idea that this is not only a service but also a good tool for recruiting and for keeping alums in contact and interested in what CU is doing. What better way to ask for support than to show their commitment to servicing their community.
Finally #2, I received a CU athletics calendar recently and hand written on the card was an apology from our AD about the response he gave to my question about improving our broadcast. To me that speaks volumes about the thought that they finally realize some alumni care about what happens and are not just complaining. I hope that's true and leads to improvement, both in our broadcasts and our relationships. For my part, I'm going to take the positive road and I hope with the new year all of you can do the same.
Happy New Year to all of you and to everyone associated with the hockey program.
Thank you, Jim, for organizing the letter-writing campaign and for updating us on the discussions held regarding the webcasts.
[quote Jim Hyla]Finally #2, I received a CU athletics calendar recently and hand written on the card was an apology from our AD about the response he gave to my question about improving our broadcast.[/quote]
I'll bet they're painting lines and face-off circles on the ice in the newly-frozen hell.::dribble::
[quote Jim Hyla]Finally #2, I received a CU athletics calendar recently and hand written on the card was an apology from our AD about the response he gave to my question about improving our broadcast. To me that speaks volumes about the thought that they finally realize some alumni care about what happens and are not just complaining. I hope that's true and leads to improvement, both in our broadcasts and our relationships. For my part, I'm going to take the positive road and I hope with the new year all of you can do the same.[/quote]
Great news, Jim. As one of the more vocal critics around here, I'll certainly give credit for that small, yet meaningful gesture.
QuoteHappy New Year to all of you and to everyone associated with the hockey program.
Hear, hear. We'll tak a cup o' kindness yet, for auld lang syne.