Carlisle United chiefs say they have “learned” from criticism aimed at the launch of their new club streaming service CUTV.
Chief executive Nigel Clibbens says initial feedback from fans is “valued” and helping them adapt the new service.
The club has faced some online criticism from supporters over the new paid-for CUTV platform, which has seen some previously free content moved behind a paywall.
Clibbens, responding to questions at a supporters’ groups (CUSG) meeting, stressed that the new initiative was in its infancy and would continue to “evolve”.
The director claimed that CUTV would be an important new income source for the club but said that some content would remain free.
But he also said it was important to create value for subscribers and the content to reflect this would grow.
In minutes from the latest CUSG meeting, Clibbens said he had “seen” the critical comments, and said “the club has already learnt from initial fan feedback, it’s valued and welcome, and will make adjustments and strive to improve the balance of free and chargeable content.”
The minutes continued: “Nigel explained as a completely new initiative for the club, it has always been planned and it is inevitable that the [CUTV] service will evolve continuously.
“He said they will make adjustments and learn from what works and what doesn’t.
United launched its streaming and content service CUTV recently (Image: Carlisle United)
“It is not and has never been the intention for all content to be subscription only.
“In order to provide value to those fans who want to subscribe to get extra content there has to be elements that reflect that.”
Clibbens went on to explain how it was intended the new service would work, with subscribers set to access exclusive or advance content, and able to live-stream friendlies such as this weekend’s at Rochdale.
United would, he said upload a proportion of interviews for free with the full interview available to subscribers.
“He [Clibbens] said the club understands there is a balance to be struck between paid content and free content,” the minutes went on.
“The club did consider offering CUTV free as an introduction but were concerned that it would then be difficult to charge for it later.
“Costs of the service mean there has to be a fee and the club needs to be viable and sustainable and that requires it grows new income sources, Nigel said.
“The decision to charge for CUTV content had been carefully considered by the directors, he added.
“He said CUTV will evolve continuously. New content will come on stream, for instance looking behind the scenes at areas fans never usually see.
“It is not intended to take content and squeeze other providers.”
Clibbens, meanwhile, said offerings for overseas fans "would be the same as last year at a similar price - £180 approximately for season pass - but they will use CUTV rather than iFollow."
"He said that the territory in which fans live can affect what games are available overseas. There are co-exclusive deals with local territory broadcasters to show some games," the minutes added.
Clibbens added that United’s use of YouTube, which has been a well-used platform by the club in recent seasons, would be “phased out”.
The chief executive said there was “no financial benefit” to continue to use YouTube, which had only gained the club “negligible” income. CUTV was intended to be the “go-to” platform for fans to access official content.
The full CUSG minutes are available HERE.
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