So we started working on this video about 4 weeks ago, but we
held on to it because we thought YouTube was fixing
a problem with our channel. But after 30 days with no
response from any of our contacts at YouTube, for something that's been
going on for over 70 days straight, we figured it
was time to post this video. [beep]
This video is going to be very different than what you're used to seeing on the channel.
First, I want to thank you, for watching
every week or watching every couple of weeks and you're just
watching a couple of a videos - whatever you do, it's been great.
And I cannot thank you enough for the growth of the channel.
We've had an amazing past year. It's been really, really good.
All that being said, however, the channel's in a little bit of trouble.
Now, Ben Churchill is here with me, and we want to tell you about
what we've learned, about what's been happening.
We have a couple questions for you and for our fellow creators as well.
BEN: We're making video this video because as you'll learn, all of our efforts up to
point haven't been effective, and we think this might be the only
opportunity to present all this information to hopefully resolve the problem
that affects us, the future of this channel,
and possible other creators. TOMMY: Based on our research,
we feel like some subscribers who have chosen to get notifications,
are not getting those notifications. BEN: In other words, when
someone subscribes to a channel, they can choose whether or not, they want
to be notified on their phone, by email, or on their
desktop every time a YouTuber uploads a video.
Now some of those people who have chosen to be notified, including us,
have not been getting those notifications. TOMMY: We're going to tell you exactly
how we came to this conclusion. On May 24th, we uploaded
a video and immediately noticed something was wrong compared to the previous
weeks. We had significantly fewer in the first couple of hours
as well as less audience engagement. BEN: Two days later,
on May 26, we contacted Team YouTube on Twitter.
They said, "That does seem odd. We'll pass this along.
In the meantime, please send a feedback report at this link."
TOMMY: Which we did, and never heard anything back and continued
to see decline in views. On June 9th, we reached out
to YouTube Creator Support. BEN: They said, if you see a large number
of complaints from your audience about missing video updates in the
My Subscriptions feed, please share the following information with us, and we'll
pass it on to the product team to investigate further.
TOMMY: It just so happens that we've been gathering that information for nearly 2 weeks already.
We went on Twitter and asked our followers whether or not they
were getting their push notifications for the channel. As it turns out,\
62.5% of the people of the people that responded said they were not
getting those notifications. BEN: And then someone on that week's
video said, "I got no notification. I found out about the video
because I got a notification for Ben's video.
So, yeah, something weird going on with these notifications sometimes.
TOMMY: On June 11, we wanted to follow up by clarifying the problem and
presenting YouTube with everything they had been asking for. And we discovered
something else. There were some users who were just
now getting notifications for a video that we published
three months earlier. BEN: They responded by saying, "I have
escalated your issue to our specialists for investigation and I expect
to hear back from them soon. Rest assured, I will get back to you with an update
as soon as I receive an answer." TOMMY: So we're thinking to ourselves,
"Hey, this is cool. They're going to take care of this for us."
Then about 6 days later, we got another email.
BEN: "I understand it's been a while since we've consulted our specialists.
They are still investigating the issue and it's taking longer than usual.
I've request the team to expedite the process and
resolve as soon as possible. Rest assured, I'll get back to you
as soon as I hear from them." TOMMY: Then about 6 days later,
another email. BEN: "I wanted to let you know that it wouldn't
take long to circle back to you with an update as our
specialists the investigation already." TOMMY: On July 2,
we decided to follow up as our 6 day window had passed.
And the next day, 24 days after our initial contact
they said... BEN: "We are currently hand in hand with the
concerned specialists in order to get to the bottom of this.
However, I've requested them to get expedite the process and get an
answer at the earliest. Rest assured, I'll write back
to you as soon as I have an update. TOMMY: Meanwhile, we reach out
to our Partner Manager to see if they could be of any assistance.
BEN: They said that if we looked at our Traffic Sources report in analytics,
we'll see that quite, "...notifications only drove between
1% to 5% of traffic within the first
24 - 48 hours of a video being uploaded.
This is quite common across YouTube. TOMMY: We found this information
interesting for a couple of reasons. One,
it doesn't change the fact that people like ourselves and our subscribers
were not being notified. And two,
we found where to find where more information about notifications in analytics
and this is what we discovered. Throughout March and April
of this year, while we saw an increase in subscribers,
we also saw an increase in average views from notifications.
On April 5th, when we had around 442,000
subscribers, we posted our collab with Christine Ha,
and noticed that we got just under 2000
views from notifications. BEN: On April 19, when we had
around 489,000 subscribers, and posted "Can Blind People
Feel People Staring Them?" we received about
2400 views from notifications. TOMMY: On May 17, when we had
around 520,000 subscribers, we released
"Mean Comments About A Blind YouTuber, Volume 2" and
received nearly 3000 views from notifications.
And suddenly, all that changed [record sratch sound] and it wasn't for the better.
BEN: On May 24, when we had around 522,000 subscribers,
and posted "Blind vs. Blindfolded - Name That Sound"
we received around 1500 views from notifications.
That's about half of what it was the week before.
A few weeks later, 1400 views from notifications,
and our most recent video, around only 1000 views from notifications
down 66% since the
problem started. TOMMY: Why is this a bigger problem? Well, we've learned
that YouTube measures the performance of a video in the first hour,
the first 24 hours, and the first 7 days,
in order to recommend it to others. If YouTube, sees that
a percentage of your subscribers isn't watching the video, then
that video is less likely to show in Suggested Videos
where people who don't have notifications turned on,
would find the video. So if people are not being notified and they're not
watching, then YouTube thinks our video's under performing.
[music plays]
So this is where we have a couple questions for you, the subscriber, now. If you have your
push notifications turned on, have you been getting them for the past
2 and a half months? Or, are there some weeks, where you're
not receiving push notifications when you expected to get them?
If so, let us know in the comments, and tell YouTube on their feedback form
as well. We'll leave a link for it right there in the description.
For those of you who've got YouTube channels, I'm curious, have you noticed
this kind of thing happening to your channel. If so, please let us know in the
comments or on Twitter. We suspect this is happening to other channels
and if so, we want to make YouTube aware of the problem.
BEN: We really do hope this problem is resolved. That YouTube
expedites the process to come to a resolution
thanks to their concerned specialists. We honestly, don't know the future of this channel
if this continues. It's very hard to make content at this point
when the platform you're on isn't distributing the content.
If YouTube dismisses our claims saying that this type of
activity in our analytics is quite common,
this doesn't change the fact that some people aren't getting notifications
including us. In fact, we uploaded our video about
transparency and discovered there was a typo in the video,
we deleted the upload, fixed the problem, and uploaded a new video.
It turns out we received a notification on the first video,
but not on the second one. Never got it.
TOMMY: So there you have it. That's what's been going on with the channel.
Now, side note, considering YouTube knows that we're one of the people
that are not getting notifications on a separate account,
and they've never followed up to ask if the problem continued,
you'd tend to think from that evidence, they're not working on finding a solution.
This is possibly the worst customer service experience
we've ever had. You'd expect a better response from
a company that's taking 45% of your revenue.


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