Customer service, community management, and comment threads

If you’re reading this, you’ve probably been on one side (or quite possibly the other) of an exchange that goes something like this: PERSON AT NEWSPAPER WITH WEB-RELATED JOB: Sentinel, this is Ryan, how can I help you? USER: Your website’s all wrong. PANWWRJ: Really? What’s wrong? USER: You don’t use XMLT 4.1. It’s still […]

New at IdeaLab: The People Formerly Known as the Audience need a new name

Over at IdeaLab, I’m continuing a conversation I started on Twitter a couple weeks ago that spilled over here as well. What do you call your readers now that they’re participating actively in the creation and curation of unbundled media? Do you call them a community? Better yet, what makes an online “community” and how […]

Are your readers a community?

I asked my Twitter followers what they think of substituting the word “community” for “readers” and I’m getting lots of good responses, many of them negative. Either I didn’t know “community” had much of a stigma, or I spent too long working with “community” newspapers to notice. Back then, it seemed like a great linguistic […]

At IdeaLab: Paul Bradshaw on crowdsourcing investigative journalism

Over at IdeaLab, I’ve been way past deadline for a post, after (again) making all sorts of promises about helping out more over there.  Until now. After playing the modern equivalent of phone tag (Twitter DMs and e-mail across two operating systems and one ocean) for a week or so, Paul Bradshaw and I landed […]

October Carnival of Journalism: How to move the needle in your newsroom today

Journerdist-In-Chief Will Sullivan hosts this month’s resurgent Carnival of Journalism, asking the following: “What are small, incremental steps one can make to fuel change in their media organization?” I’ve mentioned some incremental steps you take to grow a little revenue at a time recently, and there’s a list of free or cheap tools for online […]

From the inverted pyramid to the tumbled pyramid (João Canavilhas) – Online Journalism Blog

“This behaviour suggests that web news writing compels a shift from the paradigm of printed press techniques. While data organisation in print progresses towards contents deemed the least relevant by the journalist, online it is the readers who define the From the inverted pyramid to the tumbled pyramid (João Canavilhas) – Online Journalism Blog