Rivals face battle with AOL Time Warner, despite deal's conditions

Article Abstract:

As part of the merger deal, consumer advocates and competitors won some promises from AOL Time Warner. One point of contention was AOL's dominance of the online instant-messaging market. AOL Instant Messager has 23.3% of the market. MSN Messenger Service follows with 13.4%; Yahoo has 11.7%. AOL has refused to open its system to competitors, citing security concerns. It agreed to do so, under terms of the merger, for what is touted as the next step in instant messaging: instant video conferencing. However, many feel that consumers will be slow to adopt video messaging, since the current text system is fast and convenient. So whether AOL will have to share its software and network is still a question.

Government regulation (cont), On-Line Information Services, Videotex & Teletext, Statistical Data Included, Laws, regulations and rules, Online services, Electronic mail systems, Email, Email software, Barriers to entry (Industrial organization), Barriers to entry, Instant messaging technology, Instant messaging

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High-tech hardball: Microsoft and AOL's battle over Windows XP echoes past, could end up in court

Article Abstract:

The contract talks between Microsoft and AOL Time Warner have collapsed. At issue is Microsoft customer-access to America Online Inc. services. AOL contends that Microsoft's new Windows XP operating system, which includes streaming-media and instant messaging software, will point customers toward Microsoft's online services to the detriment of the competition. This 'monopolistic competition' issue may land the two companies in court and is reminiscent of the same complaint against Windows 95 that ignited a Justice Dept. antitrust case against Microsoft.

Diversified Companies, Strategic alliances, Conglomerate corporations, Company legal issue, Cases, Microsoft Corp., Internet service providers, America Online Inc., AOL, Negotiation, mediation and arbitration, Contracts, Company internet strategy, Contract agreement, MSFT, Monopolistic competition, Microsoft Windows XP (Operating system)

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PC users battle help lines, and pay for the privilege

Article Abstract:

Computer users still must often spend long periods of time on the phone to receive adequate technical support from software and hardware vendors, but the customers are increasingly having to pay for assistance. A growing percentage of computer firms are charging to provide technical information that is not related to product malfunctions, leaving consumers to pay for services that have traditionally been included in the product's purchase. HP and Compaq each charge their customers for general computing assistance, and most companies require that customers at least pay the long-distance charges associated with the call. This increase in customer charges does not necessarily coincide with enhanced customer service. Many software and hardware firms keep consumers on hold for extended periods of time, and the support costs users incur can be substantial.

Electronic computers, Electronic Computer Manufacturing, Computers & Auxiliary Equip, Computer industry, Services, Column, Customer service, Support services

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