Nielsen Media Research Implements Docent Enterprise for Improved Client Education and Training

Business Wire, July 16, 2002

Business Editors/High-Tech Writers

Docent Enables Nielsen to Expand Service Offerings to Clients to

Increase Client Satisfaction and Generate Additional Revenue

Docent Inc. (Nasdaq:DCNT), the premier provider of business performance management solutions for Global 2000 companies, today announced that Nielsen Media Research, the leading provider of television audience measurement and related services in the United States, is implementing Docent Enterprise(TM) within the company's client portal to improve client knowledge of Nielsen television rating and audience estimate software and services.

Nielsen University, launched in June 2002, and powered by Docent Enterprise, was developed to offer Nielsen's clients a customized approach to learning with three different types of instruction -- tutorials, traditional classroom training, and state-of-the-art technology-created virtual classrooms. Training can truly be designed to accommodate the expertise level of the client -- from the novice to the seasoned professional. By implementing Docent business performance management solutions and providing anytime, anywhere access to its training programs, Nielsen clients have the flexibility to learn how to operate various software applications to get the information they need, increasing client satisfaction and use of Nielsen services to drive greater revenue through its client portal.

Nielsen University enables clients, which include television networks and affiliates, independent stations, syndicators, cable networks and advertisers, to register for training programs and choose between a wide choice of opportunities to personally manage individual learning activities on how to use various Nielsen software applications and services. Through Docent Enterprise, Nielsen more effectively educates its clients to create overnight rating reports, sort and make sense of the data they retrieve, and limit the number of calls client's need to make to Nielsen's help desk for assistance. In addition to having the ability to track the development and knowledge of its clients, Nielsen can assess, evaluate and effectively measure the results of its learning programs. Measuring the results of these programs enables Nielsen to continually improve the quality of its training and enhance the services to deliver greater client value and generate additional revenue through its client portal by providing the training that Nielsen clients want and need.

Television programmers and commercial advertisers rely on Nielsen information services and ratings data such as audience size and composition for independent research on television viewing habits in the United States. Clients then use this audience research information to buy and sell television time as well as make programming decisions. Each night approximately 10 million viewing minutes and 4,000 gigabytes of data from 25,000 households is stored and automatically retrieved by Nielsen Media Research's computers for release to the television industry the next day. With Docent Enterprise, Nielsen increases client knowledge of its television rating and audience estimate research and provides learning flexibility that allows the company to make its services more compelling and expand its offerings to more people, improving client productivity and overall client service.

"Nielsen University is the cornerstone to delivering greater service to our clients," said Julie Aquan, senior vice president, Client Support Services, Nielsen Media Research. "The objective is to expand our current service offerings to provide more effective education programs that will allow our clients to be more efficient in using Nielsen software applications. Docent allows us to better measure and evaluate the results of our client training to constantly improve the quality and relevance of the programs that are being offered."

"Docent has extensive experience in helping enterprises leverage its customer and partner training and education as a strategic initiative to improve overall customer service," said R. Andrew Eckert, president and CEO, Docent. "With Docent Enterprise, Nielsen can deliver more value to its clients and partners by measuring the success of its existing programs to provide better training and development and increase customer satisfaction."

About Nielsen Media Research

Nielsen Media Research is the leading provider of television audience measurement and related services, worldwide. In the United States, Nielsen's National People Meter service provides audience estimates for all national program sources, including broadcast networks, cable networks, Spanish language networks, and national syndicators. Local ratings estimates are produced for television stations, regional cable networks, MSOs, cable interconnects, and Spanish language stations in each of the 210 television markets in the U.S., including electronic metered service in 55 markets. Nielsen Media Research is active in more than 40 countries worldwide, offering television and radio audience measurement, print readership and customized media research services. Nielsen Media Research also provides competitive advertising intelligence information through Nielsen Monitor-Plus both in the U.S. and in 30 markets worldwide. Through a network of affiliates, coverage is extended to more than 70 countries, representing 85% of the world's advertising spending. In addition, Nielsen collects Internet usage and advertising information through Nielsen//NetRatings. More information is available at: www.nielsenmedia.com.