Goal remains same despite changes
Tuesday, Nov. 10, 2009
Thursday’s tragic shooting at Fort Hood in Killeen allowed newspapers across the country to do what they do best: go behind the scenes, chase down leads, and tell the stories of the people directly impacted by the events of the day.
Yes, there were blog comments and rumors running rampant on the Internet. Yes, everyone had something to say about the deaths of those 13, mostly young, soldiers who were killed and the 30 who were wounded.
Readers have to recognize the difference between news and commentary. Newspapers offer the most complete and, I dare say, accurate accounts of events such as this. A 30-second interview on a news broadcast doesn’t offer the same depth of understanding that a well-written news story can.
It is at these times that readers learn to value what a newspaper bring to stories.
* * *
Returning readers’ telephone calls is a big part of the Reader Representative role. It involves diligent effort, patience, and sometimes a fair amount of courage.
Returning every telephone call used to be a matter of pride to me. Now, I readily admit, that’s no longer always possible.
Generally readers who leave messages about corrections don’t get a return call. Instead we just run the correction.
If readers call about a delivery issue, I send that to someone who can help. Readers who call about other newspaper issues are referred to those departments.
Realistically, if I can’t help the reader, I don’t always call back because they need to talk to the person who can be of the most help.
Then there are the readers we simply can’t help.
One who called a couple of weeks ago left a long message about everything we are doing wrong: the paper’s not big enough; we aren’t covering the stories they want us to cover; we are making too many errors; he doesn’t like our puzzles; he doesn’t like our comics; he doesn’t like our markets page; he doesn’t like our opinions page; and he thinks some of our stories are “stupid.” Frankly, I don’t know what to say other than, “OK.”
I can explain the relationship between advertising sales and the size of the newspaper, ?something addressed in this space in the past. I can explain our news philosophy; tell them how to get information they think they are missing; talk about deadlines; costs; the changing face of newspapers. I can explain many things, but I can’t make someone who says he hates us, like us.
I did call him back, but he wasn’t available, so I left a message that I was sorry we disappointed him and that he was unhappy with his newspaper.
We listen to readers and consider them in making decisions, but we also recognize not everybody will be happy with everything we do.
So, I will continue to do my best to return calls and have conversations with frustrated readers, but recognize, while we value your opinions, the world has changed and we’ve changed with it. Suggesting that we do things the way we used to do them is not only foolhardy, it’s unrealistic in today’s business market.
* * *
While we’re discussing reader telephone calls, I’ll share another concern.
Keep in mind the Reader Representative role is to help with problems or concerns involving The Enterprise.
If you just hate the current administration in Washington (or Austin); if you want to complain about specific ethnic or religious groups; if you have a pothole in your street; or if your neighbor’s dog keeps coming into your yard, I’m not the one to call.
I can’t fix every problem you have with The Enterprise, but I can try to address them. If you want to talk politics or complain in general, you might try a letter to the editor or take advantage of the opportunity to join our online community of commentors. Blogs such as “The Bayou” are the perfect place to vent your spleen.
We have other page 2A columns, such as Mike Smith’s “Driver’s Seat,” on Mondays or Amy Moore’s “Asked and Answered” on Fridays, that can help with some questions or problems you might have.
Thursday’s tragic shooting at Fort Hood in Killeen allowed newspapers across the country to do what they do best: go behind the scenes, chase down leads, and tell the stories of the people directly impacted by the events of the day.
Yes, there were blog comments and rumors running rampant on the Internet. Yes, everyone had something to say about the deaths of those 13, mostly young, soldiers who were killed and the 30 who were wounded.
Readers have to recognize the difference between news and commentary. Newspapers offer the most complete and, I dare say, accurate accounts of events such as this. A 30-second interview on a news broadcast doesn’t offer the same depth of understanding that a well-written news story can.
It is at these times that readers learn to value what a newspaper bring to stories.
* * *
Returning readers’ telephone calls is a big part of the Reader Representative role. It involves diligent effort, patience, and sometimes a fair amount of courage.
Returning every telephone call used to be a matter of pride to me. Now, I readily admit, that’s no longer always possible.
Generally readers who leave messages about corrections don’t get a return call. Instead we just run the correction.
If readers call about a delivery issue, I send that to someone who can help. Readers who call about other newspaper issues are referred to those departments.
Realistically, if I can’t help the reader, I don’t always call back because they need to talk to the person who can be of the most help.
Then there are the readers we simply can’t help.
One who called a couple of weeks ago left a long message about everything we are doing wrong: the paper’s not big enough; we aren’t covering the stories they want us to cover; we are making too many errors; he doesn’t like our puzzles; he doesn’t like our comics; he doesn’t like our markets page; he doesn’t like our opinions page; and he thinks some of our stories are “stupid.” Frankly, I don’t know what to say other than, “OK.”
I can explain the relationship between advertising sales and the size of the newspaper, ?something addressed in this space in the past. I can explain our news philosophy; tell them how to get information they think they are missing; talk about deadlines; costs; the changing face of newspapers. I can explain many things, but I can’t make someone who says he hates us, like us.
I did call him back, but he wasn’t available, so I left a message that I was sorry we disappointed him and that he was unhappy with his newspaper.
We listen to readers and consider them in making decisions, but we also recognize not everybody will be happy with everything we do.
So, I will continue to do my best to return calls and have conversations with frustrated readers, but recognize, while we value your opinions, the world has changed and we’ve changed with it. Suggesting that we do things the way we used to do them is not only foolhardy, it’s unrealistic in today’s business market.
* * *
While we’re discussing reader telephone calls, I’ll share another concern.
Keep in mind the Reader Representative role is to help with problems or concerns involving The Enterprise.
If you just hate the current administration in Washington (or Austin); if you want to complain about specific ethnic or religious groups; if you have a pothole in your street; or if your neighbor’s dog keeps coming into your yard, I’m not the one to call.
I can’t fix every problem you have with The Enterprise, but I can try to address them. If you want to talk politics or complain in general, you might try a letter to the editor or take advantage of the opportunity to join our online community of commentors. Blogs such as “The Bayou” are the perfect place to vent your spleen.
We have other page 2A columns, such as Mike Smith’s “Driver’s Seat,” on Mondays or Amy Moore’s “Asked and Answered” on Fridays, that can help with some questions or problems you might have.
posted by Sheila Friedeck at 4:28 PM
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