Your content has expired.

August 16, 2011 7:20 PM

How to handle expired accounts when the customer is embedding a widget in their own pages?

We have a web application that allows subscribers to create a type of creative widget. The widget is hosted on our servers, but the user can either link to it or embed the resulting widget into their own web pages via javascript or Flash. They can even share the widget's code with other people, who may then embed the widget in their pages. This is all working well and we have subscribers.

However, we're having an argument within our team regarding how to deal with the embedded widgets when a customer decides not to renew their subscription.

Option #1:

We just disable the embedded widget and the code goes blank on the user's pages. In most cases, they would just see a blank box on their page where the widget previously existed.

Option #2:

We put some kind of placeholder in place of the embedded widget. Something similar to how YouTube handles "removed" videos. We're leaning towards this option, but we're at loggerheads over the wording of the placeholder. I think it's tacky to have a "This content has expired." or similar, but others argue that that's the most accurate wording. While we send a renewal notice, I'm know some of the "expired" users just don't get the message until they see their widgets disappear on their pages. I'd like to not completely piss those people off since they can easily pay to restore their account.

My question is whether anyone has dealt with this situation before, or if you've seen a service handles this situation particularly well. Likewise, if you've been a customer of a similar service and just hated the way company X dealt with it, it would be helpful to hear your experience.

Anonymous b/c of work/personal life sandboxing.

posted by anonymous to Computers & Internet (10 answers total)

I'd say, since the widget uses some of your bandwidth every time it's loaded, you should do a placeholder. If it says nothing, there's no incentive for the customer to either renew or remove the widget. Use that 'free space' to advertise your company -- either the customer will ignore it and give you free advertising, or it'll encourage them to renew, or they'll stop using your bandwidth and remove the widget. That's more of a win than just going blank.
posted by AzraelBrown at 7:34 PM on August 16, 2011

I'd lean towards the second option. The first one would look to the user like something is broken, the second one would seem appropriate if the widget no longer connected to the service. It's always good to tell the user what is going on, I think, rather than have it look dysfunctional.
posted by SpacemanStix at 7:41 PM on August 16, 2011

I'd just say to avoid any message in the widget that implies the person whose page the widget is on is a "slacker" or "incompetent," which I think includes "expired" messages. If you folks have a limited-features version for free and a better version for money, just switch out to the limited version. Otherwise, I'd create a pretty ad that can take its place. For example, if the widget does a slideshow of the user's images, when it expires, show a short slideshow of your own beautiful images with your company's logo on them. If it shows the weather where they are, when it expires, show the weather where you are, with your logo. Etc.
posted by maxwelton at 7:42 PM on August 16, 2011

Your message could say "AcmeCorpWidget.com is a swell widget provider" or similar.
posted by theora55 at 7:51 PM on August 16, 2011

I think the best solution is to change the notification process. Instead of sending notices via email or hard copy, how about a phone call to the A/P person or the person who has contracted with you? Or, do this in addition to the sending. Sometimes a simple request by phone will move someone off their duff especially if you tell them in one week it will revert to a placeholder of some sort.
posted by JohnnyGunn at 7:52 PM on August 16, 2011

The "expired" wording is just fine and non-judgemental, but an ad would be nice, too.
posted by rhizome at 7:56 PM on August 16, 2011

"This content has expired. Please click here to renew your subscription."
posted by aniola at 8:29 PM on August 16, 2011

"Subscription update needed. Click here or contact us at _____"
posted by calgirl at 8:38 PM on August 16, 2011

Word it like a generic Google ad for your company. Don't mention anything about an expired account.
posted by flif at 12:46 AM on August 17, 2011 [1 favorite]

"Error code 734 - please click here to report this to us." And "us" is your client; soon they'll learn that 734 means expired. Have the click send an email to their webmaster.
posted by at at 10:16 PM on August 17, 2011