When’s the last time your newsroom sat face-to-face with readers and carefully considered their criticisms?
Communication technology has extended the gap between news workers and audiences so that we’re mostly through channels we (media elites) control: letters to the editor, online comments, phone calls that can go ignored and voicemails that can vaporize at the push of a button.
Social media, however, has made it a little harder to ignore the din of readers who take umbrage with outlets’ coverage. Web managers can still ignore the Facebook comments we solicited as a means of “engaging” with readers; blocking or muting a Twitter account with an egg as an avatar is a justifiable act of protection.
And then there’s the waste of resources that is simply providing a response to key public criticism. Read more