RATIONALE

Research informs us that consumers have concerns about signing in to access TV Everywhere services. Responses included:

- Concerned about spam
- Prefer not to have to sign in every time to access TV Everywhere
- Confused about who will get the sign in information

A consistent experience will help consumers better understand the service and be more confident about accessing TV Everywhere.

Research also confirms that consumers do not understand the term “authenticate” and prefer language such as  “verify your credentials by Signing In with your TV service provider’s User ID and Password.”  Thus, the word “authenticate” should be relegated to internal industry use, in favor of using the more consumer-friendly “verify”.

Establishing a universal language is critical to guiding consumers through the verification process. Additionally, the consumer should be reminded that their credential information is secure and that access to TV Everywhere is an added benefit to their cable subscription.

These elements should also be made available in Spanish and translated consistently.

 

RECOMMENDATIONS

 

Verification Language

• Use the words “Sign In” (vs. Log In) to consistently communicate that the customer is gaining access to view TV Everywhere programming.

• Use other terminology (Login, register, etc.) to inform the customer they're signing in for benefits or information other than TV Everywhere

• Use capital ‘S’ and capital ‘I’, two words, no hyphen.

• Use the words ‘User ID’ or ‘Email’; this can be specific to each MVPD.

• Use the word “Password”.
   

Sign In Placement

• Place the words “Sign In” on the top, right side of web or app page of MVPD or Content Provider.

1. Via web browser – upper right hand corner of screen

2. Via mobile app – top or center of verification screen

Sign In options can be placed in additional locations as long as they are always presented as outlined above.

•  In cases when sign in is not required until the consumer attempts to access “locked” content, use the Sign In call to action to inform the consumer that they are accessing TV Everywhere programming.

• Leverage the Sign In page to promote the benefits of TV Everywhere and assure the consumer that their information is secure. Use language to ensure that the consumer understands that they are signing in for TV Everywhere access.

1. Include a message informing the consumer why "verifying their credentials" is important for their security.

2. Place a link or paragraph about the Privacy Policy prominently on the Sign In page to assure the customer that their information is secure.

3. Provide an option for the consumer to send an email address to be notified when this network will be available from their MVPD (for Content Providers).

4. Include messaging to the consumer that the content is made available as a benefit of their cable subscription - at no extra charge.

5. Use the Sign In page real estate to promote the benefits of TV Everywhere, which will encourage Sign In and will directly "link" the process of Sign In with the actual content and device benefits.

6. Optimize all displays and processes associated with TV Everywhere for the device. The TV Everywhere service is explicitly related to accessing programming from non-TV devices, and it is imperative that we ensure the functional "wrap" around the content is optimized to make reading, data entry and selections easy to execute.

 

TV Everywhere Messaging for MVPDs: Examples

Sign In Messaging Content

• The freedom to watch many of your favorite shows on your terms – when you want it, where you want it, on the most-convenient device available – provided at no additional cost with your [brand] subscription.
• Watch many of your favorite shows on your schedule, inside or outside of the home, on many different devices, such as a laptop, tablet or Smartphone.
• [brand] is a part of the TV Everywhere viewing experience.  It’s the freedom to watch your favorite shows, sports, news, events and networks – on your schedule, on your choice of device, whether you’re on the go or at home.   

 
TV Everywhere Messaging for Content Providers: Examples

Sign In Messaging Content

• The freedom to watch many of your favorite shows on your terms - when you want it, where you want it, on the most-convenient device available – provided at no additional cost with your TV provider subscription.
• Sign in to watch many of your favorite shows on your schedule, inside or outside of the home, on many different devices, such as a laptop, tablet or Smartphone.
• Watch your favorite shows, sports, news, events and networks on other screens and devices.
• [brand] is a part of the TV Everywhere viewing experience.  It’s the freedom to watch your favorite [brand – shows, series, sports, news, events] -- on your schedule, on your choice of devices, whether you’re on the go or at home.   

 

Sign In Confirmation
 

Rationale

Consumer research confirms that a personalized welcome message is highly valued by customers to confirm they have successfully signed in to view tv everywhere services.  Based upon MVPD capabilities, the message recommendations are listed below by customer priority. It should be clear that the welcome is from the MVPD. Examples forthcoming as MSOs and Content Providers implement.

“Welcome! You're now signed in to view TV Everywhere as a benefit of your cable subscription.”  Secondary message: you are now signed in to view TV Everywhere programming from your TV service provider, , a benefit of your cable subscription. Include the white check mark in a green circle icon. (See Iconography section)

Provide the consumer the option to click to exit the confirmation screen. Otherwise it should auto-dissolve after 3-5 seconds.