CRM/DRM: Infrastructure for the Celestial Jukebox.

The vision of a dynamic and intelligent Celestial Jukebox, in which any cultural artifact will be available via broadband channels to dedicated Internet appliances or home computers, animates many predictions for the Internet's future (Jones, 2002). The proponents of this vision (chief among them transnational media conglomerates) tout the ability of "frictionless capitalism" to enable effortless online access to movies, music, newspapers, and e-books (Gates, 1996). Despite a prolonged downturn in the global economy for media and software, the technical and legal design of the Celestial Jukebox nears completion. We examine the development and implications of the Jukebox as it is manifested in several online music subscription services (which we term Music Service Providers, or MSPs), in which the "Big Five" record companies (Universal, Sony, Warner, BMG, and EMI) provide content and/or hold equity stakes. First, we identify and describe the Celestial Jukebox's key technical components -- Customer Relationship Management ("eCRM" or "CRM") and Digital Rights Management ("DRM") software. These applications are server-side, "enterprise-scale" packages deployed by firms distributing intellectual property via Internet commerce. We then discuss the intermeshing characteristics of CRM/DRM, their implementation in MSPs, and the primary stakeholders in these subscription systems. We conclude with a discussion of the MSPs' role in advancing what Mosco (1990) terms "pay-per" society. While the CRM/DRM technologies integral to the MSP model may lead to long-term commercial viability for the Celestial Jukebox, they may also create substantial opportunities for infringement on consumer rights. Although the MSP model continues to evolve and may depart from present configurations, the Celestial Jukebox enabled by CRM/DRM will be an increasingly important component of American culture, representing as it does the long-standing desire of copyright owners to reduce risk while... [ABSTRACT FROM AUTHOR]

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