Social media dispute resolution stumps some companies

(Reuters) – If HBO cuts out on you in the middle of the latest “Girls” episode, and you have Charter Communications Inc as your cable provider, don’t try tweeting your dismay to their customer service department. Nobody will hear your lament.

Charter, the fourth largest cable provider in the U.S. with 5.2 million customers across 25 states, closed up its social-media based customer service team in December. “Umatter2Charter,” as it was known, had been taking customer complaints over Twitter and Facebook and trying to resolve them, but the company says it is now done with working out customer service issues in social media forums.

The move, which might seem to conflict with the growth of social media, highlights the difficulty some businesses are having with free-flowing, round-the-clock social media, its public nature and the expectation of immediate responses.

With Facebook users numbering about a billion and Twitter drawing 200 million, it might be hard to believe that any retail enterprise would drop out of the fray, but Charter isn’t the only major company to announce such a move. Also in December, the largest single grocery store in New England – the Wegmans in Northborough, Massachusetts – shuttered its Facebook page despite having some 8,000 fans.

“It’s a tough sport,” says J.D. Peterson, vice president of product marketing for San Francisco-based Zendesk, which helps companies manage customer service. “The real-time nature of it – at times the volume that can come from it – it’s very new and different for businesses.”

While Peterson’s company recommends going where the customers are – and a big chunk are clearly on social media – Peterson says not all businesses share the same philosophy or have the ability to engage those consumers in these open forums. But any company that has a significant online presence doesn’t really have a choice, he says, working with consumers through social media is expected of them.

Advocates for the use social media say the challenge actually presents an opportunity for businesses – showing they are responsive to complaints and care about their customers can bring in revenue.

“I have seen this time and time again, and the end result is that the interaction often turns an irate customer into an advocate for the brand. And that is worth it’s weight in gold,” says Mike Rowan, chief marketing office for Atlanta-based Swarm, which manages social media for companies.

That’s certainly the way retailer Lands’ End, a division of Sears Holdings Corp, sees it.

“When we started using social media tools like Facebook and Twitter in early 2009, it gave us a new opportunity to do what we’ve done for 50 years, which is connect with our customers,” says Michele Casper, Lands’ End’s senior director of public relations. “Whether it is through social media, our call centers or online, we offer the same level of customer service through each channel.”

DIVERTING COURSE

Charter says it is not walking away completely from social media – just the idea of providing customer service via Twitter. The company says it has ample other avenues for consumers to get help – including telephone, customer service counters and live chat on its web page.

“We communicate with thousands of customers each day on the phone and in person, and that’s where we’ll focus our efforts,” says Charter spokeswoman Anita Lamont. “While social media is a method some consumers choose to seek help, Charter offers phone and web-based contact solutions where all customers can access resources to provide assistance.”

The abandonment of the Facebook page at the Massachusetts Wegmans store, which caused a great fuss among the store’s “fans,” was, in large part, due to the inability to respond quickly enough to consumers. Store personnel couldn’t break off enough time from their other roles to constantly monitor the page, Wegmans spokeswoman Jo Natale says, allowing comments to sit unanswered – a no-no in the world of social media.

“Our top priority has always been, and will continue to be, providing incredible service to customers who shop in our stores,” she says. “And it isn’t as though there aren’t other avenues for folks to connect with us if they have a question or concern.”

As much as customers expressed surprise and dissatisfaction at the decision, Natale says, it came down to a decision that if the store couldn’t serve the Facebook page at a level it felt was expected that it shouldn’t do it at all.

“They quickly discovered, once the store opened and got very, very busy, that it wasn’t so easy to stay on top of comments or to find the time to post,” Natale says. “In a retail operation like ours, there isn’t anyone sitting at a PC or checking a mobile device throughout the day. It’s a fast-paced business that requires our people to be on the floor serving customers.”

(The author is a Reuters contributor. The opinions expressed are his own)

(Follow us @ReutersMoney or at http://www.reuters.com/finance/personal-finance; Editing by Beth Pinsker and Tim Dobbyn)

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Schwarzenegger takes a

LOS ANGELES (Reuters) – Arnold Schwarzenegger, taking inspiration from his idol, Clint Eastwood, returns to the big screen on Friday in the action film “The Last Stand,” his first starring role since he took a seven-year break from moviemaking to serve as California governor.

In a departure from his typical superhuman roles, Schwarzenegger plays a retired Los Angeles policeman forced to protect a tiny border town from a notorious drug kingpin. The 65-year-old former bodybuilder looks every bit his age and admits in the film feeling “old” as he takes a ribbing from some of his significantly younger deputies.

As he embarks on a movie comeback in which he will star in three films over the next 12 months, Schwarzenegger is embracing his age rather than trying to relive his glory days as an action star.

He is taking his cue from the 82-year-old Eastwood – the gun-toting former macho “Dirty Harry” star who eased into more senior roles, winning plaudits for movies like last year’s “The Trouble with the Curve,” and “Million Dollar Baby” in 2004, for which he was nominated for a best-actor Oscar and won for best director.

Schwarzenegger said he was inspired by Eastwood in the 1993 film “In the Line of Fire,” where Eastwood’s character, a Secret Service agent, is short of breath after running alongside the president’s limousine.

“I thought that was so cool,” Schwarzenegger told Reuters TV recently. “I remember how smart it was to acknowledge that because it took the curse off. No one was trying to say, ‘Isn’t he too old for this job?’ That’s what I tried to do in this film since (Eastwood) is a big idol of mine and I always like to learn from him.”

Schwarzenegger said he felt great physically, but that reality had set in. “I’m not a 30-year-old action hero anymore,” he said. “I’m now 65 years old, but I’m still doing action movies. I acknowledge that it’s a different ballgame now. I’m an older guy.”

In “Last Stand,” Schwarzenegger said he agreed to play the part of Sheriff Ray Owens because “it was kind of a traditional Schwarzenegger action movie” with “big blow-ups, a great story, good drama, fight scenes and action from the beginning to the end.”

Schwarzenegger began his transformation to an aging action star in the 2010 film “The Expendables” and its 2012 sequel where he played an aging movie star in an ensemble cast that included Sylvester Stallone and other older stars.

“I was very pleasantly surprised by the positive reaction,” said Schwarzenegger, who was Republican governor of California from 2003 to 2011.

‘I-DARE-YOU ATTITUDE’

Critics have mostly embraced Schwarzenegger’s return with “Last Stand,” despite the film’s modest budget. Film critic Marshall Fine called it “shamelessly entertaining,” while The Hollywood Reporter’s Todd McCarthy wrote that Schwarzenegger “still conveys the old self-confident, humorous I-dare-you attitude towards his adversaries.”

An older, wiser Schwarzenegger chose to play vintage roles in his other upcoming films as well. In September, he teams up again with Stallone in “The Tomb,” where they play aging inmates who plot a prison escape. Next January, Schwarzenegger will star in “Ten,” playing what the film’s director, David Ayer, called “a broken old drug warrior.”

In an interview with Reuters, Ayer said his No. 1 goal in working with Schwarzenegger was “transformation.” The director said he studied every frame of Schwarzenegger’s films, noting that most of the actor’s filmography had “a very specific tone, almost jocular in a sense, where it is not necessarily a psychologically realistic portrayal of a man or a character.”

“You look at all these performances, and the question is, have these characters been treated as something he can transform himself?” Ayer said. “I probably asked him to do things he wasn’t asked before. I knew I could take him someplace new. Some of these scenes required real, heavy lifting.”

In the end, Ayer believes moviegoers will be “blindsided” by what they see of Schwarzenegger on screen.

Yet even as Schwarzenegger attempts to widen his range as an actor, he is not leaving behind the genre films that made him famous.

That means going back to some of his popular franchises of the past, including a new “Conan the Barbarian” film that is expected to go into production later this year and a sequel to the 1988 action comedy “Twins” to be called “Triplets.”

“It’s important I pick projects that the fans, that the audiences like to see,” he said.

He already has another big fan in his friend Stallone, who talked him into acting in the two “Expendables” films.

“What is the definition of a star? Someone who people will wait three hours in the rain to see,” Stallone said. “And people still have their umbrellas out for him.”

(Editing by Peter Cooney)

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Business Briefing | Medicine: F.D.A. Clears Botox to Help Bladder Control

Botox, the wrinkle treatment made by Allergan, has been approved to treat adults with overactive bladders who cannot tolerate or were not helped by other drugs, the Food and Drug Administration said on Friday. Botox injected into the bladder muscle causes the bladder to relax, increasing its storage capacity. “Clinical studies have demonstrated Botox’s ability to significantly reduce the frequency of urinary incontinence,” Dr. Hylton V. Joffe, director of the F.D.A.’s reproductive and urologic products division, said in a statement. “Today’s approval provides an important additional treatment option for patients with overactive bladder, a condition that affects an estimated 33 million men and women in the United States.”

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Chicago seeks investors for potential Midway Airport deal

Mayor Rahm Emanuel's administration on Friday began testing the investment market's appetite for a potential deal to privatize Midway Airport, launching the process for finding prospective bidders.

The city posted a "request for qualifications," seeking expressions of interest and documentation of credentials from teams interested in financing, operating, maintaining and improving the Southwest Side airport, which is the nation's 26th busiest, with about 9 million passengers passing through annually.

The document reiterates a framework, laid out by Emanuel earlier, aimed at providing city taxpayers with a better deal than the widely criticized 75-year agreement to privatize parking meter operations, carried out during former Mayor Richard Daley's administration. Proceeds from the earlier deal were used to plug operating deficits, and meter rates rose sharply.

This time, proposed leases must be less than 40 years, which locks in the city for a shorter period.

Rather than awarding the city only an upfront payment, the private operator also must share revenue with the city on an ongoing basis. Initial proceeds would be used to pay down debt issued since 1996 to rebuild the airport, the mayor's office said. There is about $1.4 billion in outstanding debt.

Longer term, cash flow would be directed to city infrastructure needs. The mayor has pledged proceeds would not be used to pay for city operations.

The city also is seeking assurances that prices for parking, food and beverages will be kept reasonable.

This is the second time Chicago has looked at privatizing Midway. A 99-year lease that would have brought in $2.5 billion died in 2009 when the financial markets froze up.

Prospective bidders will be asked to prove their ability to raise the needed financing, said Tom Alexander, a spokesman for the mayor.

As in the first go-round, the city is using Credit Suisse Securities LLC as its lead financial adviser.

"The city's process and approach will be thorough and open," Lois Scott, the city's chief financial officer, said in a written statement.

Southwest Airlines, the airport's dominant carrier, supports the move.

Some observers have said a structure with a shorter lease and greater control for the city could translate into lower bids.

But Alexander said the city was confident investors "would gladly meet our terms and still make very attractive offers." The city has declined to estimate how much such a deal could garner.

The request for proposal states "there is significant potential to increase commercial revenue both in terms of variety of activities and increases in sales per passenger."

The city posted the request for qualifications shortly after the Federal Aviation Administration accepted its preliminary application to privatize the airport, clearing the way for the city to move forward in its evaluation process.

Prospective bidders were asked to formally express their interest by Feb. 22. If the city moves forward and seeks proposals, a privatization plan could be submitted to the City Council this summer.

kbergen@tribune.com

Twitter @kathy_bergen

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Autopsy today for lottery winner poisoned by cyanide

Officials will conduct an autopsy this morning on the body of a West Rogers Park man who was exhumed from Rosehill Cemetery on Chicago's North Side after dying of cyanide poisoning last summer after winning a million-dollar lottery.

A hearse was being opened in front of a green tent set up at the grave site just north of Peterson Avenue and Urooj Khan's body was loaded into it. An evidence technician snapped a photo of it before the hearse's rear doors were closed up and the vehicle began driving away across the grass on the cemetery, escorted by a Chicago police evidence technician squad car and several other marked and unmarked police vehicles. They exited west onto Peterson Avenue.

The whole exhumation process lasted about two hours.

Khan's body was not frozen, officials said, and his autopsy will be today. A medical examiner's office spokeswoman, Mary Paleologos, said Khan's body will be buried again on Monday.

Dr. Marta Helenowski, the forensic pathologist who originally handled Khan's case, will be performing the autopsy this morning at the medical examiner's office, 2121 W. Harrison St., Paleologos said in a telephone interview.

The pathologist is going to be taking samples of Khan's lungs, liver and spleen for further testing. She will also be looking at the contents of Khan's stomach and intestines and taking bone, nail and hair samples, all for further examination, according Paleologos.

"Depending on the condition of the body and the quality of the samples, (the medical examiner's office) will hopefully be able to determine how the cyanide entered his body," Paleologos said.

Chief Medical Examiner Stephen J. Cina will hold a 2:30 p.m. news conference about the autopsy. He will likely only be able to discuss whether Khan's body is in good condition and if the samples taken from it are good quality.

It'll be two or three weeks before the medical examiner's office knows how the cyanide got into Khan's system. The office will also have to wait for independent lab test results.

Helenowski and a few medical examiner's office personnel were on hand for the exhumation. An imam also was present to say prayers at the grave site as the exhumation went on.

Several helicopters hovered over Rosehill Cemetery this morning and a backhoe and three or four pickup trucks were stationed at the grave site in the middle of the cemetery's northern section, where a beam of light could be seen shining over Khan's headstone. The backhoe soon began its work digging into the ground at the grave site. In addition to the backhoe, one or two workers were seen helping dig up the body with shovels.

A large tent was set up at the site where some two dozen police officers were gathered. Among the officers are two Chicago police evidence technicians, Paleologos said. One was taking still photos of the exhumation, while the other was shooting video.

An unmarked police car and two blue barricades blocked off the Peterson Avenue gate to Rosehill, the only entrance and exit in the northern section of the cemetery.

Four TV trucks sat parked along the fence about 100 yards west of the grave site along Oakley Avenue, the designated staging area for the media. A group of about a dozen photographers, a videographer and TV reporters stood along the Peterson Avenue fence, next to where traffic moved along the busy thoroughfare like any normal morning rush hour.

A few passersby gazed at the police activity at the grave site from Oakley Avenue. One, curious about large presence inside the cemetery, was surprised to learned from a Tribune reporter that it was Khan's body being dug up. Another thought someone was having a funeral.

The exhumation of Khan's remains – scheduled to begin at about 7 a.m. – will come about six months after he was buried at Rosehill. In court papers last week, Cina said it was important to exhume the remains "as expeditiously as possible" since Khan's body was not embalmed.

In court papers, Cina said it was necessary to perform a full autopsy to "further confirm the results of the blood analysis as well as to rule out any other natural causes that might have contributed to or caused Mr. Khan's death."

The exhumation comes after the Tribune broke the story on Jan. 7 about Khan's mysterious death, sparking international media interest in the case.

The medical examiner's office initially ruled Khan's July 20 death was from hardening of the arteries when there were no signs of trauma on the body and a preliminary blood test didn't raise any questions. But the investigation was reopened about a week later after a relative suggested to authorities that Khan's death "may have been the result of poisoning," prosecutors said in a court filing seeking the exhumation.

The medical examiner's office contacted Chicago police Sept. 11 after tests showed cyanide in Khan's blood. By late November, more comprehensive toxicological tests showed lethal levels of the toxic chemical and the medical examiner's office declared his death a homicide.

Khan's widow, Shabana Ansari, who has hired a criminal-defense lawyer, told the Tribune last week that she had been questioned for more than four hours by detectives and had fully cooperated.  She said the detectives had asked her about ingredients she used to prepare his last meal of lamb curry, shared by Ansari, her father-in-law Fareedun Ansari and Khan's daughter from a previous marriage, Jasmeen, 17.

While a motive has not been determined, police have not ruled out that Khan was killed because of his lottery win, a law enforcement source has told the Tribune. He died before he could collect the winnings – a lump-sum payment of about $425,000 after taxes.

According to court records obtained by the Tribune, Khan's brother has squabbled with Shabana Ansari over the lottery winnings in probate court. The brother, ImTiaz Khan, raised concern that since Khan left no will, Jasmeen Khan would not get "her fair share" of her father's estate.

Khan and Ansari did not have children together. Since her father's death, Jasmeen Khan has been living with Khan's siblings.

An attorney for Ansari in the probate case said the money was all accounted for and the estate was in the process of being divided up by the court. Under state law, the estate typically would be split evenly between the spouse and Khan's only child, he said.

In addition, almost two years ago, the Internal Revenue Service placed liens on Khan's residence on West Pratt Boulevard in an effort to collect more than $120,000 in back taxes from his father-in-law,  Fareedun Ansari, who still lives at the home with his daughter.

Fareedun and Shabana Ansari have denied involvement in Khan's death.

jgorner@tribune.com

Twitter: @ChicagoBreaking

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Why Won’t the NRA Say Anything About Its (Possibly Fake) New Video Game?

If this app is, in fact, an unlicensed kind of hoax using the NRA acronym without permission, you’d think the NRA might want to squash the brand association quickly. Despite the gun lobby’s slow response to the Newtown massacre, the NRA isn’t afraid of issuing cease and desists or suing President Obama, the District of Columbia, or the Department of Justice.

RELATED: One Month After Newtown, NRA Releases First-Person Shooter Game with AK-47

What’s more, as ArsTechnica’s Kyl Orland points out, the NRA’s earlier efforts at officially licensed video games have been successful in the lobby’s seemingly unending efforts to the turn gun-violence debate away from guns and toward other industries accused of stoking violence. Orland writes:

So Practice Range fits right into the NRA’s arguments about video games’ insidious effects on our society. “There’s nothing wrong with guns in video games per se,” the organization seems to be saying; “the problem is the way those guns are used by most of the big-money game industry in service of ultra-violent revenge fantasies. If only the game industry could use its immense influence and power to promote responsible, safe use of guns, as we have with our humble app, the world might be a different place!”

If the app isn’t the NRA’s, then the app and the controversy surrounding it would seem to present an opportune time for NRA CEO Wayne LaPierre to hammer home his point about violence in video games. In his notorious post-Newtown press conference, LaPierre in the days following blamed the gaming industry for mass violence:

And here’s another dirty little truth that the media try their best to conceal: There exists in this country a callous, corrupt and corrupting shadow industry that sells, and sows, violence against its own people.

The video-game industry has been reeling as it struggles to put together a lobbying defense of its own. Of course, all these theories would be moot if the app is indeed the NRA’s. As of today, the app is still up in the iTunes Store.

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Peter Chernin wants to build the Marvel of India

NEW YORK (TheWrap.com) – Peter Chernin wants to the build the Marvel Comics of India. CA Media, the Asian investment arm of his Chernin Group, has acquired a large minority stake in Graphic India, an Indian comic book and animation company.

Graphic India, launched in 2012 as a subsidiary of Liquid Comics, is a prominent American comic book company founded by Richard Branson and Deepak Chopra, among others. CA Media and Liquid Comics will now jointly own the company, and Liquid will contribute a substantial comic book library of Indian characters to Graphic India.

CA Media will try to help Graphic India build franchises around those characters, from new print and digital comics to animated shorts.

“Following our successful entry into the traditional media space, we are very pleased that Graphic India marks our first investment in the digital space,” Rajesh Kamat, CEO of CA Media India, said in a statement. Graphic India is a valuable addition to this mix, especially in the youth segment. We look forward to working with the company to create heroes that inspire the next generation of Indian consumers.”

Sharad Devarajan, co-founder of Graphic India, will be CEO of the company and remain executive chairman of Liquid Comics. Under his leadership, the company will launch a series of new projects in the coming year. Graphic India has already partnered with former Marvel chief Stan Lee and POW! Entertainment to create Lee’s first superhero for the Indian market, Chakra the Invincible.

Chakra is born after teenager Raju Rai develops a technology-enhanced suit that unleashes the “mystical chakras of the body.” Lee will collaborate with Indian artists and creators to develop animated clips and comics.

Graphic India will also release new digital content around some of Liquid Comics’ existing properties, such as Shekhar Kapur’s “Devi,” Gotham Chopra’s “The Sadhu” and “Ramayan 3392AD.”

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Phys Ed: Exercise Can Boost Flu Shot's Potency

Phys Ed

Gretchen Reynolds on the science of fitness.

As this year’s influenza season continues to take its toll, those procrastinators now hurrying to get a flu shot might wish to know that exercise may amplify the flu vaccine’s effect. For maximal potency, the exercise should be undertaken at the right time and involve the right dosage of sweat, according to several recent reports.

Flu shots are one of the best ways to lessen the risk of catching the disease. But they are not foolproof. By most estimates, the yearly flu vaccine blocks infection 50 to 70 percent of the time, meaning that some of those being inoculated gain little protection. The more antibodies someone develops, the better their protection against the flu, generally speaking. But for some reason, some people produce fewer antibodies to the influenza virus than others do.

Being physically fit has been found in many studies to improve immunity in general and vaccine response in particular. In one notable 2009 experiment, sedentary, older adults, a group whose immune systems typically respond weakly to the flu vaccine, began programs of either brisk walking or a balance and stretching routine. After 10 months, the walkers had significantly improved their aerobic fitness and, after receiving flu shots, displayed higher average influenza antibody counts 20 weeks after a flu vaccine than the group who had stretched.

But that experiment involved almost a year of dedicated exercise training, a prospect that is daunting to some people and, in practical terms, not helpful for those who have entered this flu season unfit.

So scientists have begun to wonder whether a single, well-calibrated bout of exercise might similarly strengthen the vaccine’s potency.

To find out, researchers at Iowa State University in Ames recently had young, healthy volunteers, most of them college students, head out for a moderately paced 90-minute jog or bike ride 15 minutes after receiving their flu shot. Other volunteers sat quietly for 90 minutes after their shot. Then the researchers checked for blood levels of influenza antibodies a month later.

Those volunteers who had exercised after being inoculated, it turned out, exhibited “nearly double the antibody response” of the sedentary group, said Marian Kohut, a professor of kinesiology at Iowa State who oversaw the study, which is being prepared for publication. They also had higher blood levels of certain immune system cells that help the body fight off infection.

To test how much exercise really is required, Dr. Kohut and Justus Hallam, a graduate student in her lab, subsequently repeated the study with lab mice. Some of the mice exercised for 90 minutes on a running wheel, while others ran for either half as much time (45 minutes) or twice as much (3 hours) after receiving a flu shot.

Four weeks later, those animals that, like the students, had exercised moderately for 90 minutes displayed the most robust antibody response. The animals that had run for three hours had fewer antibodies; presumably, exercising for too long can dampen the immune response. Interestingly, those that had run for 45 minutes also had a less robust response. “The 90-minute time point appears to be optimal,” Dr. Kohut says.

Unless, that is, you work out before you are inoculated, another set of studies intimates, and use a dumbbell. In those studies, undertaken at the University of Birmingham in England, healthy, adult volunteers lifted weights for 20 minutes several hours before they were scheduled to receive a flu shot, focusing on the arm that would be injected. Specifically, they completed multiple sets of biceps curls and side arm raises, employing a weight that was 85 percent of the maximum they could lift once. Another group did not exercise before their shot.

After four weeks, the researchers checked for influenza antibodies. They found that those who had exercised before the shot generally displayed higher antibody levels, although the effect was muted among the men, who, as a group, had responded to that year’s flu vaccine more robustly than the women had.

Over all, “we think that exercise can help vaccine response by activating parts of the immune system,” said Kate Edwards, now a lecturer at the University of Sydney, and co-author of the weight-training study.

With the bicep curls, she continued, the exercises probably induced inflammation in the arm muscles, which may have primed the immune response there.

As for 90 minutes of jogging or cycling after the shot, it probably sped blood circulation and pumped the vaccine away from the injection site and to other parts of the body, Dr. Kohut said. The exercise probably also goosed the body’s overall immune system, she said, which, in turn, helped exaggerate the vaccine’s effect.

But, she cautions, data about exercise and flu vaccines is incomplete. It is not clear, for instance, whether there is any advantage to exercising before the shot instead of afterward, or vice versa; or whether doing both might provoke the greatest response – or, alternatively, be too much and weaken response.

So for now, she says, the best course of action is to get a flu shot, since any degree of protection is better than none, and, if you can, also schedule a visit to the gym that same day. If nothing else, spending 90 minutes on a stationary bike will make any small twinges in your arm from the shot itself seem pretty insignificant.

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Liguori named CEO of Tribune Co.

Peter Liguori named CEO of Tribune Co.

Television executive Peter Liguori was named the new chief executive of Tribune Co. Thursday, taking the reins of the reorganized Chicago-based media company weeks after its emergence from bankruptcy.

In a widely expected announcement, Liguori, 52, a former top executive at Fox Broadcasting and Discovery Communications, was confirmed by Tribune Co.'s new seven-member board, which met for the first time Thursday in Los Angeles. In Chicago, Tribune Co. owns the Chicago Tribune, WGN-Ch.9 and WGN-AM.

"It can be daunting; I tend to view it as being exciting," Liguori said in an interview about his new job. "It's just a company of tremendous media assets with big iconic brand names, and many of those names are in major markets."

Liguori said he looked forward to leading Tribune Co. into a new era, focusing on content development across all media platforms. And despite speculation by analysts and industry insiders that the company was unlikely to retain its full portfolio of TV stations and newspapers, Liguori said he is hoping to keep Tribune's broadcasting and publishing businesses together under one roof.

"I don't care if it's newspapers or TV or digital operations or our other media assets: I'm hoping to make them work together," Liguori said. "And I'm really interested in building the company through innovation and through commitment to our mission of creating compelling content and best-in-class services."

Liguori replaces Eddy Hartenstein, who has been CEO of Tribune Co. since May 2011. Hartenstein will remain on the board and continue as publisher of the Los Angeles Times. He also will serve as special adviser to the office of CEO, according to Liguori.

"Eddy has done an exemplary job taking this company through some very, very rough times," Liguori said. "He has done a very good job as the publisher of a key asset, and I will benefit from having his advice and counsel and institutional knowledge at my side."

Tribune Co. filed for bankruptcy protection in December 2008, saddled with a total of $13 billion in debt after real estate investor Sam Zell completed his $8.2 billion buyout less than one year earlier. It emerged from Chapter 11 on Dec. 31, 2012, with a healthy balance sheet, owned by its senior creditors: Oaktree Capital Management; Angelo, Gordon & Co.; and JPMorgan Chase & Co.

Bruce Karsh, president of Los Angeles-based investment firm Oaktree, the largest Tribune Co. shareholder with about 23 percent of the equity, was named chairman of the new board, which also includes Liguori; former Yahoo interim CEO Ross Levinsohn; entertainment lawyer Craig Jacobson; Oaktree managing director Ken Liang; and Peter Murphy, a former strategy executive at Walt Disney Co.

A Bronx native and Yale graduate, Liguori is a former advertising executive who transitioned into television more than two decades ago. He is credited with turning cable channel FX into a programming powerhouse during his ascent to entertainment chief at News Corp.'s Fox Broadcasting. More recently, he was chief operating officer at Discovery Communications Inc., where he helped oversee the rocky launch of the Oprah Winfrey Network. He became interim CEO in 2011 after the previous executive was forced out; he left the company when Winfrey made herself CEO of OWN. Liguori has been working since July as a New York-based media consultant for private equity firm Carlyle Group.

Liguori said job one will be assessing Tribune Co.'s diverse portfolio of assets, which include 23 television stations; national cable channel WGN America; WGN Radio; eight daily newspapers, including the Chicago Tribune and Los Angeles Times; and other properties, all of which the reorganization plan valued at $4.5 billion after cash distributions and new financing.

Despite its roots as a newspaper company, broadcasting has supplanted the declining publishing segment as the core profit center for the company. Liguori acknowledged broadcasting will be a focus going forward, but not necessarily at the expense of Tribune Co.'s newspaper holdings.

"I'm tasked to be a chief executive officer and a general businessman, and I'm going to take the same principles that I've used in broadcasting, and (extend) them out to all of our business," he said.

Liguori became president of Fox's FX Networks in 1998, when it was a small basic cable channel airing mostly reruns. Elevated to CEO in 2001, he remade FX by offering edgy original programming such as the "The Shield," "Nip/Tuck" and "Rescue Me," creating a string of first-run successes.

Unlocking the value of WGN America, which lags top cable networks such as TBS and FX, will be a priority, Liguori said.

"In this very co-dependent media environment, it's not just sitting there and focusing on how quickly we could grow the bottom line," Liguori said. "The bottom line is the outcome of great content, great marketing, which will drive great ratings, which will attract advertisers, which will further our relationship with affiliates, and will lead to natural growth based on the fact that we have high levels of usership."

Content development will also be key for Tribune Co.'s other media properties, including newspapers, Liguori said.

"I look at the newspapers and appreciate what we do for the local communities, and do recognize that the newspaper business is challenged right now," he said. "But how do we innovate, how do we go out and create stories, create coverage, servicing community and spreading that content across all media platforms?"

In the face of digital competition and sagging publishing industry revenue, Tribune Co.'s newspaper holdings have declined to $623 million in total value, according to financial adviser Lazard. With some newspaper owners expressing interest in acquisitions, Liguori said: "I have a fiduciary responsibility to hear those out."

"Those would be evaluated on an as-come basis. However, with all that being said, it's my job to make sure it doesn't stop me from focusing on our day-to-day business and growing the assets that we have."

He added: "Newspapers are a core part of our business."

Further, Liguori said all of Tribune Co.'s assets will be assessed, with an eye toward maximizing performance, and ultimately, value for the company. That includes real estate holdings such as Tribune Tower in Chicago and Times Mirror Square in Los Angeles, which were on the block until they were taken off the market in 2009.

"In places like Chicago and LA, particularly, there's a bunch of underutilized space that's being leased and has high demand and getting very good rates," Liguori said. "As I look toward the real estate assets, I've just got to ascertain what the value of the properties are and are we best utilizing them."

With a clean balance sheet and the company operating profitably, Liguori said strategic acquisitions will also be on the table, as Tribune aspires to be more of a growth company going forward.

"I think it really changes the driving mission of Tribune versus the past four years, where it undoubtedly had to be a bit shackled," he said. "I look forward to seeing what possibilities are out there and with great financial rigor and diligence, determining whether or not acquisitions would help us."

While the first board meeting was held in Los Angeles, Liguori said it doesn't presage a westward migration for the 166-year-old Tribune Co.

"The corporate office will continue to be in Chicago, and I'm going to be spending considerable time there," Liguori said. "There's great tradition and great history of Tribune being an iconic brand in Chicago."

rchannick@tribune.com | Twitter @RobertChannick

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Trestman to unveil vision for Bears

Beginning a new era the Chicago Bears hope will push the organization into a different offensive realm, Marc Trestman was introduced Thursday morning at Halas Hall as the 14th coach in franchise history.

General manager Phil Emery, in explaining his decision to fire former coach Lovie Smith more than two weeks ago, cited long-running offensive efficiencies for an organization that has typically looked to the defensive side of the ball for its highest leader.

Emery described the interview process that led to Trestman this way: "It was an interesting road ... and a road well-traveled." He confirmed that Trestman, Bruce Arians and Darrell Bevell were the three finalists, with Bevell the first to be eliminated.

Under Smith, Dick Jauron and Dave Wannstedt, the three coaches that followed Mike Ditka, the Bears rarely have produced consistent offensive efforts. All three were defensive coordinators before coming to the club. While the Bears were stout defensively throughout Smith’s nine seasons, they were almost always deficient on offense.

With Trestman in place, the Bears will work to revamp the offense on the fly and take advantage of what remains a productive defense with aging core players. Trestman’s long history as a quarterback guru and innovative offensive mind pushed him to the top of a thorough coaching search by Emery. He was chosen over two other finalists: Colts offensive coordinator Bruce Arians and Seahawks offensive coordinator Darrell Bevell.

The challenge for Trestman will be bringing out the best in quarterback Jay Cutler, whom the Bears traded for by mortgaging the future in 2009. The belief then was the young, Pro Bowl gunslinger was the missing piece. He’s played in two playoff games since, winning one. Now, Cutler will be 30 in April and is entering the final year of his contract. His future must be determined in the coming months and Emery made the handling of Cutler a key component of the interview process.

Trestman did more than work with quarterbacks during a five-year stint as the head coach of the Montreal Alouettes. His team reached the playoffs in five consecutive seasons, winning two Grey Cup championships. Previously, he spent 17 seasons working as an assistant in the NFL for eight different organizations. He last worked for the Dolphins in 2004 under Wannstedt. Now, Trestman has the opportunity to operate his own club in the NFL, fulfilling a lifelong goal of the 57-year-old, who has a law degree.

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