Engaging with Users: Comments

Themes:
  • How News Works
  • Engaging with Users
    • While covering recent COVID-19 numbers in their community, the News Tribune posted that the local health department “caved” in releasing numbers related to coronavirus spread. When one of the commenters pointed out that the language sounded biased, editor Gary Castor took the time to respond on Facebook, publically acknowledging it might not have been the best wording: “You are absolutely correct; it was a poor choice of words. I did not see the post before it was sent to Facebook, but after seeing it in my feed, I asked that the verb be changed. The story has since been changed to say the department relented to the repeated requests of the city.”
    While covering recent COVID-19 numbers in their community, the News Tribune posted that the local health department “caved” in releasing numbers related to coronavirus spread. When one of the commenters pointed out that the language sounded biased, editor Gary Castor took the time to respond on Facebook, publically acknowledging it might not have been the best wording: “You are absolutely correct; it was a poor choice of words. I did not see the post before it was sent to Facebook, but after seeing it in my feed, I asked that the verb be changed. The story has since been changed to say the department relented to the repeated requests of the city.”
    Themes:
    When we begin work with a newsroom or journalist, we often start by asking: What gets in the way of trust with your specific audience? The themes we see nationally (here’s a slide deck of national research) often show up locally, but there are usually misassumptions, complaints or frustrations specific to a local relationship and community. We take those themes and look for what we think of as information gaps, or opportunities to earn trust. What do people not understand about our ethics, our motivation for doing the work, our processes and our business? Where is an opportunity for us to earn trust by explaining those things? After all, if we’re losing credibility because people don’t understand what we do, whose responsibility is it to fill in those information gaps? Who’s going to solve that problem if not us? More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
    As election season quickly approaches, there is a lot of information (and misinformation) floating around. So have you asked your audience what they might be confused about when it comes to participating in the upcoming election? Maybe you’ve posted to Twitter or Facebook asking users to share general questions or thoughts related to the election, which is one avenue for getting feedback or story ideas. But another great way to open up a conversation with your audience and remind them you’re a community resource is to ask for specific questions — and then answer those questions in real-time. Because of all the recent confusion and conflicting information surrounding voting by mail, staff at The Fulcrum decided they wanted to provide clarity around the issue. So reporters Sara Swann and Bill Theobald hosted a Reddit AMA, or Ask Me Anything, where they asked their readers what questions they had about voting by mail and voting in general during COVID times. The duo ended up responding to dozens of thoughtful reader questions, ranging from how long it could take to get results to what protocols are being put into place to safeguard the voting by mail process. More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
    KPRC 2 in Houston published a story where they put all their frequently asked questions about COVID-19 from viewers. The story included answers to questions like how the virus spreads to testing sites to how ventilators worked. By compiling user feedback and questions in one central place, the station can easily link to it whenever they get questions about coronavirus in the future.
    KPRC 2 in Houston published a story where they put all their frequently asked questions about COVID-19 from viewers. The story included answers to questions like how the virus spreads to testing sites to how ventilators worked. By compiling user feedback and questions in one central place, the station can easily link to it whenever they get questions about coronavirus in the future.
    Themes:
  • Engaging with Users
    • Newsroom:
    Do your readers understand how and why you use national reporting from wire services like the Associated Press? During an AMA on WCPO’s Facebook page with their editor Mike Canan, a commenter was making accusations that the paper didn’t have original reporting and was not fact-checking national stories. Canan responded, explaining the station’s policy for using wire stories: “We fact check local stories. We rely on news partners like the AP for national and international stories. We have an entire team of hard-working, real journalists. Our job is to cover the local news. So we focus our journalists on those tasks and rely on our news partners for coverage that is outside of our area.”
    Do your readers understand how and why you use national reporting from wire services like the Associated Press? During an AMA on WCPO’s Facebook page with their editor Mike Canan, a commenter was making accusations that the paper didn’t have original reporting and was not fact-checking national stories. Canan responded, explaining the station’s policy for using wire stories: “We fact check local stories. We rely on news partners like the AP for national and international stories. We have an entire team of hard-working, real journalists. Our job is to cover the local news. So we focus our journalists on those tasks and rely on our news partners for coverage that is outside of our area.”
    Themes:
  • Ethics and values
  • How News Works
  • Engaging with Users
    • Several things are true at this strange moment. Our lives feel upside down. People are worried about their health and have a heightened desire to stay informed. The economy is in turmoil. Journalists are stressed and pressed for time (or furloughed or laid off). The financial part of the news business is in a weakened state just when people need journalism most. All of this happening in an information landscape that is complicated and full of pitfalls for both news consumers and journalists. People are skeptical of journalism — sometimes for fair reasons and sometimes based on misassumptions and ignorance about how journalism operates. More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
  • How News Works
  • Engaging with Users
    • We all know how much information is out there right now because a lot of you are working around the clock to produce it. COVID-19 is a breaking news story that has continued and will continue for weeks and months. But just as you are working to produce credible stories that can help save lives, there are other people sharing links that are totally false or contain misinformation. You may think, what does the misinformation have to do with me and my journalism? What should you do about it? Well, you could ignore it (though at Trusting News we don’t recommend that and explain why here). But what if the misinformation is being shared in a Facebook group you manage, underneath a link you posted on social media or on comments on your news story? More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
    During hectic breaking news coverage, social media is often a go-to place for the latest information, live streams, questions, answers and, unfortunately, misinformation. At Trusting News, we always encourage newsrooms to engage with their users, but now it may be more important than ever. More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
  • Engaging with Users
    • In a community Facebook group run by the Coloradoan, the newsroom told users they would not be allowing posts that included speculation or misinformation about the COVID-19 pandemic. “We will be removing posts that are purely speculation regarding coronavirus,” the post read. “These unconfirmed bits of information can add to public panic and hysteria. We want folks to have confirmed, reliable information. If you have a news tip or are hearing something you’d like to share, send us a private message.” By moderating comments for misinformation, it shows your audience you’re committed to accuracy and getting the facts straight.
    In a community Facebook group run by the Coloradoan, the newsroom told users they would not be allowing posts that included speculation or misinformation about the COVID-19 pandemic. “We will be removing posts that are purely speculation regarding coronavirus,” the post read. “These unconfirmed bits of information can add to public panic and hysteria. We want folks to have confirmed, reliable information. If you have a news tip or are hearing something you’d like to share, send us a private message.” By moderating comments for misinformation, it shows your audience you’re committed to accuracy and getting the facts straight.
    Themes:
    The Seattle Times published a story letting their audience know they were revamping their comments policy. In the post, they explained part of the changes were spurred by reader feedback and stated their goal was to “ensure a respectful commenting environment for everyone,” the post said. Not only did they let readers into their process and include an FAQ about the changes, but the newsroom staff also invited readers to weigh in, ask questions and give feedback. This work was done independently from Trusting News but embodies the work we do.
    The Seattle Times published a story letting their audience know they were revamping their comments policy. In the post, they explained part of the changes were spurred by reader feedback and stated their goal was to “ensure a respectful commenting environment for everyone,” the post said. Not only did they let readers into their process and include an FAQ about the changes, but the newsroom staff also invited readers to weigh in, ask questions and give feedback. This work was done independently from Trusting News but embodies the work we do.
    Themes:
    When a reader wrote a thoughtful comment on a Christian Science Monitor Facebook post, the reporter of the article directly responded to the reader’s question, thanked them for reaching out and then provided additional context and information. Publicly responding to comments can remind readers of your commitment to your local community and by responding publicly you are not just answering that one person, you are also answering anyone else who sees the response.
    When a reader wrote a thoughtful comment on a Christian Science Monitor Facebook post, the reporter of the article directly responded to the reader’s question, thanked them for reaching out and then provided additional context and information. Publicly responding to comments can remind readers of your commitment to your local community and by responding publicly you are not just answering that one person, you are also answering anyone else who sees the response.
    Themes:
  • Engaging with Users
    • Newsroom:
    After internal conversations about being more responsive to readers on its website, The Day’s editorial page editor Paul Choiniere jumped into a comment thread to explain the paper’s coverage of a military event. He publicly responded to negative feedback shared in a letter to the editor, saying: “The Day will match its reporting on the military and on veterans with any newspaper in the country. It is extensive. But we cannot cover every event. … However, we respect the rights of our readers to offer their opinions, including, as in this case, in letters to the editor.” This newsroom is a Trusting News partner but this work was done independently from Trusting News.

     

    After internal conversations about being more responsive to readers on its website, The Day’s editorial page editor Paul Choiniere jumped into a comment thread to explain the paper’s coverage of a military event. He publicly responded to negative feedback shared in a letter to the editor, saying: “The Day will match its reporting on the military and on veterans with any newspaper in the country. It is extensive. But we cannot cover every event. … However, we respect the rights of our readers to offer their opinions, including, as in this case, in letters to the editor.” This newsroom is a Trusting News partner but this work was done independently from Trusting News.

     

    Themes:
    The Lenoir News-Topic implemented an internal social media policy so their reporters and editors would know how to interact with commenters. Commenting guides like these can help anyone in the newsroom feel equipped to jump in and respond to comments when necessary.
    The Lenoir News-Topic implemented an internal social media policy so their reporters and editors would know how to interact with commenters. Commenting guides like these can help anyone in the newsroom feel equipped to jump in and respond to comments when necessary.
    Themes:
    It’s easy for journalists to feel like our audience is mostly made up of people who hate us. After all, those folks are often the noisiest. Sometimes people defend us as well, but praise is usually not as loud as criticism. It’s easy to be left with the impression that our audience is mostly haters, with a few fans mixed in. When we consider the feedback (and most notably, the comments) we receive, it’s no wonder that we tend to put people in buckets of extreme viewpoints. More from this edition can be found here and to receive the tips in your inbox each week click here. 
    Themes:
    Story topic:
    Newsroom:
    It’s not uncommon for users to question why a newsroom is covering specific teams and to assume the staff is showing preference. Responding to those questions publicly can help demystify the story selection process for the commenter and for anyone else who is reading. The Day offered an explanation in a comment here that discussed the need to plan ahead and the newsworthiness of a specific team.
    It’s not uncommon for users to question why a newsroom is covering specific teams and to assume the staff is showing preference. Responding to those questions publicly can help demystify the story selection process for the commenter and for anyone else who is reading. The Day offered an explanation in a comment here that discussed the need to plan ahead and the newsworthiness of a specific team.
    Themes:
    Newsroom:
    Taking the time to respond authentically to comments, especially when people take time to offer real suggestions, can build trust. In this example, a commenter suggested that improvements were needed in how the station chose sources for stories about firearms. When the editor offered his email address and asked for suggestions, a thoughtful and fruitful email exchange resulted.
    Taking the time to respond authentically to comments, especially when people take time to offer real suggestions, can build trust. In this example, a commenter suggested that improvements were needed in how the station chose sources for stories about firearms. When the editor offered his email address and asked for suggestions, a thoughtful and fruitful email exchange resulted.
    Themes:
    The comment sections connected to news stories — on their own platforms and on social media — often remind me of a poorly thrown party. Imagine you decide to have people over. You stock the bar, put on some music and throw open the door. And then you … leave. You hope (assume?) people will be on their best behavior, and you expect to come home to a house that’s still in order. More from this edition can be found here and to receive the tips in your inbox each week click here.
    Themes:
  • Engaging with Users
    • Virginian-Pilot
    When encouraging engagement and response to comments on your website or on social media platforms, it’s important to make sure your newsroom is equipped to jump in and help. The Virginian-Pilot created a guide for their reporters and editors to help them better respond to user comments and increase engagement.
    Virginian-Pilot
    When encouraging engagement and response to comments on your website or on social media platforms, it’s important to make sure your newsroom is equipped to jump in and help. The Virginian-Pilot created a guide for their reporters and editors to help them better respond to user comments and increase engagement.
    Themes:
  • Promoting civility
  • Engaging with Users
    • Newsroom:
    Enid used Facebook to remind their users of what type of content they will delete and what type they allow in comment sections. Having a comment policy for your website and social platforms allows you to more easily moderate conversations with users. But, while you may have established these policies and have them visibly displayed, a reminder is always helpful.
    Enid used Facebook to remind their users of what type of content they will delete and what type they allow in comment sections. Having a comment policy for your website and social platforms allows you to more easily moderate conversations with users. But, while you may have established these policies and have them visibly displayed, a reminder is always helpful.
    Enid used Facebook to remind their users of what type of content they will delete and what type they allow in comment sections. Having a comment policy for your website and social platforms allows you to more easily moderate conversations with users. But, while you may have established these policies and have them visibly displayed, a reminder is always helpful.
    Enid used Facebook to remind their users of what type of content they will delete and what type they allow in comment sections. Having a comment policy for your website and social platforms allows you to more easily moderate conversations with users. But, while you may have established these policies and have them visibly displayed, a reminder is always helpful.
    Themes:
  • How News Works
  • Engaging with Users
    • Newsroom:
    The Coloradoan posted an article on their website explaining why they waited to report on sexual misconduct allegations against a local comedian.
    The Coloradoan posted an article on their website explaining why they waited to report on sexual misconduct allegations against a local comedian. To explain why their reporting came later, while other news organizations published it sooner, the article discussed their reporting process to verify the information and the ethical considerations they had to make along the way. When they shared the article on Facebook there was one critical commenter who apologized for earlier comments made after reading the reporting explanation.
    The Coloradoan posted an article on their website explaining why they waited to report on sexual misconduct allegations against a local comedian.
    The Coloradoan posted an article on their website explaining why they waited to report on sexual misconduct allegations against a local comedian. To explain why their reporting came later, while other news organizations published it sooner, the article discussed their reporting process to verify the information and the ethical considerations they had to make along the way. When they shared the article on Facebook there was one critical commenter who apologized for earlier comments made after reading the reporting explanation.
    Themes:
  • Ethics and values
  • Engaging with Users
    • Story topic:
    Newsroom:
    When sharing a story about someone who died by suicide on Facebook, the Coloradoan used the post as a way to explain their approach to covering suicides. The Facebook post read: "It's the Coloradoan's policy not to report on individual suicides unless the act is in a public place or involves a high-profile person, such as in this case. We felt it was important to report on this story to complete our coverage of the case and provide resources for those struggling with mental illness." The news team did a good job responding to commenters in an appropriate tone and used national guidelines from the CDC to help explain their position.
    When sharing a story about someone who died by suicide on Facebook, the Coloradoan used the post as a way to explain their approach to covering suicides. The Facebook post read: “It’s the Coloradoan’s policy not to report on individual suicides unless the act is in a public place or involves a high-profile person, such as in this case. We felt it was important to report on this story to complete our coverage of the case and provide resources for those struggling with mental illness.” The news team did a good job responding to commenters in an appropriate tone and used national guidelines from the CDC to help explain their position.
    When sharing a story about someone who died by suicide on Facebook, the Coloradoan used the post as a way to explain their approach to covering suicides. The Facebook post read: "It's the Coloradoan's policy not to report on individual suicides unless the act is in a public place or involves a high-profile person, such as in this case. We felt it was important to report on this story to complete our coverage of the case and provide resources for those struggling with mental illness." The news team did a good job responding to commenters in an appropriate tone and used national guidelines from the CDC to help explain their position.
    When sharing a story about someone who died by suicide on Facebook, the Coloradoan used the post as a way to explain their approach to covering suicides. The Facebook post read: “It’s the Coloradoan’s policy not to report on individual suicides unless the act is in a public place or involves a high-profile person, such as in this case. We felt it was important to report on this story to complete our coverage of the case and provide resources for those struggling with mental illness.” The news team did a good job responding to commenters in an appropriate tone and used national guidelines from the CDC to help explain their position.
    Themes:
  • How News Works
  • Engaging with Users
    • Newsroom:
    Enid News and Eagle received critical comments after sharing a story on Facebook. The commenter was critical of their overall news coverage, specifically mistakes found in the paper. The news organizations responded to the commenter, explaining where corrections can be found and how the paper strives for accuracy. When responding, Enid also discussed the important role it serves in the community.
    Enid News and Eagle received critical comments after sharing a story on Facebook. The commenter was critical of their overall news coverage, specifically mistakes found in the paper. The news organizations responded to the commenter, explaining where corrections can be found and how the paper strives for accuracy. When responding, Enid also discussed the important role it serves in the community.
    Enid News and Eagle received critical comments after sharing a story on Facebook. The commenter was critical of their overall news coverage, specifically mistakes found in the paper. The news organizations responded to the commenter, explaining where corrections can be found and how the paper strives for accuracy. When responding, Enid also discussed the important role it serves in the community.
    Enid News and Eagle received critical comments after sharing a story on Facebook. The commenter was critical of their overall news coverage, specifically mistakes found in the paper. The news organizations responded to the commenter, explaining where corrections can be found and how the paper strives for accuracy. When responding, Enid also discussed the important role it serves in the community.
    Themes:
  • Engaging with Users
    • Newsroom:
    The Day used social media and their reporting to connect members of their community. After two women took an ad out in their newspaper looking for a relative, the Day wrote a story about it. After the story published, they found the relative and the Day wrote a follow-up story. When sharing the story link on Facebook the news organization highlighted how their reporting helped reunite the family.
    The Day used social media and their reporting to connect members of their community. After two women took an ad out in their newspaper looking for a relative, the Day wrote a story about it. After the story published, they found the relative and the Day wrote a follow-up story. When sharing the story link on Facebook the news organization highlighted how their reporting helped reunite the family.
    The Day used social media and their reporting to connect members of their community. After two women took an ad out in their newspaper looking for a relative, the Day wrote a story about it. After the story published, they found the relative and the Day wrote a follow-up story. When sharing the story link on Facebook the news organization highlighted how their reporting helped reunite the family.
    The Day used social media and their reporting to connect members of their community. After two women took an ad out in their newspaper looking for a relative, the Day wrote a story about it. After the story published, they found the relative and the Day wrote a follow-up story. When sharing the story link on Facebook the news organization highlighted how their reporting helped reunite the family.
    Themes:
  • Engaging with Users
    • Newsroom:
    The State wanted to make sure all members of one of their Facebook groups understood their community guidelines. They also wanted to revist the rules to clearly state what is allowed and what is not. Once they came up with the revised guidelines, they pinned the post to the top of the group. Here is what they posted: "The Buzz is a place on Facebook where those interested in South Carolina politics can discuss current events and related topics. We encourage thoughtful comments from a wide range of viewpoints, and support passionate and respectful dialogue. We will not tolerate personal attacks, threats, obscenity, profanity, political campaigning or commercial promotion. Moderators maintain the right to remove violating comments and suspend or ban users when necessary."
    The State wanted to make sure all members of one of their Facebook groups understood their community guidelines. They also wanted to revisit the rules to clearly state what is allowed and what is not. Once they came up with the revised guidelines, they pinned the post to the top of the group. Here is what they posted: “The Buzz is a place on Facebook where those interested in South Carolina politics can discuss current events and related topics. We encourage thoughtful comments from a wide range of viewpoints and support passionate and respectful dialogue. We will not tolerate personal attacks, threats, obscenity, profanity, political campaigning or commercial promotion. Moderators maintain the right to remove violating comments and suspend or ban users when necessary.”
    The State wanted to make sure all members of one of their Facebook groups understood their community guidelines. They also wanted to revist the rules to clearly state what is allowed and what is not. Once they came up with the revised guidelines, they pinned the post to the top of the group. Here is what they posted: "The Buzz is a place on Facebook where those interested in South Carolina politics can discuss current events and related topics. We encourage thoughtful comments from a wide range of viewpoints, and support passionate and respectful dialogue. We will not tolerate personal attacks, threats, obscenity, profanity, political campaigning or commercial promotion. Moderators maintain the right to remove violating comments and suspend or ban users when necessary."
    The State wanted to make sure all members of one of their Facebook groups understood their community guidelines. They also wanted to revisit the rules to clearly state what is allowed and what is not. Once they came up with the revised guidelines, they pinned the post to the top of the group. Here is what they posted: “The Buzz is a place on Facebook where those interested in South Carolina politics can discuss current events and related topics. We encourage thoughtful comments from a wide range of viewpoints and support passionate and respectful dialogue. We will not tolerate personal attacks, threats, obscenity, profanity, political campaigning or commercial promotion. Moderators maintain the right to remove violating comments and suspend or ban users when necessary.”
    Themes:
  • How News Works
  • Engaging with Users
    • Story topic:
    Newsroom:
    Screenshot from the comments on a post The Coloradoan made on Facebook, explaining how the news organization handles breaking news updates.
    After posting news of a decision in a court case, the Coloradoan received criticism for the lack of information in the story from a Facebook commenter. The news organization responded to the user and explained that this was a breaking news story and they would be updating the story as they confirm details and receive more information.
    Screenshot from the comments on a post The Coloradoan made on Facebook, explaining how the news organization handles breaking news updates.
    After posting news of a decision in a court case, the Coloradoan received criticism for the lack of information in the story from a Facebook commenter. The news organization responded to the user and explained that this was a breaking news story and they would be updating the story as they confirm details and receive more information.
    Themes:
  • Engaging with Users
    • Newsroom:
    The Day held a Q&A on Facebook by allowing individuals to ask questions by commenting on a post. The newsroom then replied and answered questions in the same comment thread. They invited multiple people from the newsroom to participate and respond. It resulted in a very lively discussion.
    The Day held a Q&A on Facebook by allowing individuals to ask questions by commenting on a post. The newsroom then replied and answered questions in the same comment thread. They invited multiple people from the newsroom to participate and respond. It resulted in a very lively discussion.
    Themes:
  • Ethics and values
  • Engaging with Users
    • Story topic:
    Newsroom:
    While sharing a crime story on Facebook, the Coloradoan received questions about how they approach covering crime stories. In the comments section of the Facebook post, the news organization explained their crime coverage policy and answered questions from users.
    While sharing a crime story on Facebook, the Coloradoan received questions about how they approach covering crime stories. In the comments section of the Facebook post, the news organization explained their crime coverage policy and answered questions from users.
    While sharing a crime story on Facebook, the Coloradoan received questions about how they approach covering crime stories. In the comments section of the Facebook post, the news organization explained their crime coverage policy and answered questions from users.
    While sharing a crime story on Facebook, the Coloradoan received questions about how they approach covering crime stories. In the comments section of the Facebook post, the news organization explained their crime coverage policy and answered questions from users.
    Themes:
  • How News Works
  • Engaging with Users
    • Your commenters can be some of your most opinionated readers, and sometimes they have questions about the comments themselves. The Virginian-Pilot created a FAQ that addressed questions about usernames, community guidelines, bans and more. Plus, having a clear policy can help when they do need to enforce the rules.
    Your commenters can be some of your most opinionated readers, and sometimes they have questions about the comments themselves. The Virginian-Pilot created an FAQ that addressed questions about usernames, community guidelines, bans and more. Plus, having a clear policy can help when they do need to enforce the rules.
    Your commenters can be some of your most opinionated readers, and sometimes they have questions about the comments themselves. The Virginian-Pilot created a FAQ that addressed questions about usernames, community guidelines, bans and more. Plus, having a clear policy can help when they do need to enforce the rules.
    Your commenters can be some of your most opinionated readers, and sometimes they have questions about the comments themselves. The Virginian-Pilot created an FAQ that addressed questions about usernames, community guidelines, bans and more. Plus, having a clear policy can help when they do need to enforce the rules.
    Themes:
  • Engaging with Users
    • Newsroom:
    Screenshot from KCRG's Facebook page, where the station asked viewers to share whether or not they trust KCRG.
    Have you ever asked your users if they trust you? This is a simple way to get feedback and something KCRG tried on Facebook and on their website. When posing the question on Facebook, journalists took time to answer the questions. Their users were polite for the most part and more importantly appreciated responses, even though some of their questions were difficult.
    Screenshot from KCRG's Facebook page, where the station asked viewers to share whether or not they trust KCRG.
    Have you ever asked your users if they trust you? This is a simple way to get feedback and something KCRG tried on Facebook and on their website. When posing the question on Facebook, journalists took time to answer the questions. Their users were polite for the most part and more importantly appreciated responses, even though some of their questions were difficult.
    Themes:
  • Ethics and values
  • Engaging with Users
    • Screenshot from The Christian Science Monitor's Facebook page, explaining why the organization was implementing a paywall and inviting comments.
    When instituting a paywall or changing what users will be able to access for free, it’s important to be upfront, honest and respond to criticism. That’s exactly what the Christian Science Monitor did when they limited the number of articles non-subscribers could read for free on their website. In their post, they talked about why this was happening and the emphasized the value of their reporting. Most importantly, they took time to respond to comments and questions from users. After this announcement, the news organization reported an increase in subscriptions.
    Screenshot from The Christian Science Monitor's Facebook page, explaining why the organization was implementing a paywall and inviting comments.
    When instituting a paywall or changing what users will be able to access for free, it’s important to be upfront, honest and respond to criticism. That’s exactly what the Christian Science Monitor did when they limited the number of articles non-subscribers could read for free on their website. In their post, they talked about why this was happening and the emphasized the value of their reporting. Most importantly, they took time to respond to comments and questions from users. After this announcement, the news organization reported an increase in subscriptions.
    Themes:
  • Engaging with Users
    • Screenshot from The Christian Science Monitor's Facebook page, explaining why a frequent commenter was banned.
    The Christian Science Monitor used the negative behavior of a frequent Facebook group commenter as an opportunity to reinforce the values of the group and the news organization. They also asked the community to help them maintain civil dialogue and asked group members what they wanted to get out of the group. The responses validated the value of their Facebook group for the newsroom and also reminded the journalists that sometimes Facebook users need to be reminded about community rules and guidelines.
    Screenshot from The Christian Science Monitor's Facebook page, explaining why a frequent commenter was banned.
    The Christian Science Monitor used the negative behavior of a frequent Facebook group commenter as an opportunity to reinforce the values of the group and the news organization. They also asked the community to help them maintain civil dialogue and asked group members what they wanted to get out of the group. The responses validated the value of their Facebook group for the newsroom and also reminded the journalists that sometimes Facebook users need to be reminded about community rules and guidelines.
    Themes:
  • How News Works
  • Engaging with Users
    • Newsroom:
    Screenshot from a Facebook LIVE Q&A with KCRG's news director.
    Bring yourself to your audience. That’s what KCRG did when they went live on Facebook to talk about their newsroom values and journalism processes. Some things people wanted to know included how they choose which stories to cover and how they manage social media posts. News managers were involved in the video too. The video received more than 8 thousand views.
    Screenshot from a Facebook LIVE Q&A with KCRG's news director.
    Bring yourself to your audience. That’s what KCRG did when they went live on Facebook to talk about their newsroom values and journalism processes. Some things people wanted to know included how they choose which stories to cover and how they manage social media posts. News managers were involved in the video too. The video received more than 8 thousand views.
    Themes:
    Newsroom:
    Screenshot from WUSA's Facebook page, showing an interview conducted on Facebook LIVE.
    Sometimes a story takes off on digital and social platforms. That’s what happened to WUSA when their reporter produced a story about domestic violence. There were so many comments and questions on the story content shared on Facebook that news management decided to give the reporter an entire day to respond and interact with the commenters. WUSA also did a Facebook LIVE with a local domestic violence expert.
    Screenshot from WUSA's Facebook page, showing an interview conducted on Facebook LIVE.
    Sometimes a story takes off on digital and social platforms. That’s what happened to WUSA when their reporter produced a story about domestic violence. There were so many comments and questions on the story content shared on Facebook that news management decided to give the reporter an entire day to respond and interact with the commenters. WUSA also did a Facebook LIVE with a local domestic violence expert.
    Themes:
  • Engaging with Users
    • Newsroom:
    Screenshot from the Civility Tennessee group page on Facebook.
    Hot button issues like racism and gun control can be difficult to have on social media. The Tennessean wanted to create a “safe place” for their community to engage with one another on the platform, so, they created a Facebook group called “Civility Tennessee.” The group has resulted in healthy discussions and over 150 active members posting daily or weekly. The group is “closed” and users have to answer a few questions in order to gain access. This allows the newsroom to have more control over who is in the group and makes moderation a bit easier.
    Screenshot from the Civility Tennessee group page on Facebook.
    Hot button issues like racism and gun control can be difficult to have on social media. The Tennessean wanted to create a “safe place” for their community to engage with one another on the platform, so, they created a Facebook group called “Civility Tennessee.” The group has resulted in healthy discussions and over 150 active members posting daily or weekly. The group is “closed” and users have to answer a few questions in order to gain access. This allows the newsroom to have more control over who is in the group and makes moderation a bit easier.
    Themes:
  • How News Works
  • Engaging with Users
    • Newsy Native Americans
    627 likes on a comment! Look for opportunities to explain your process, especially when you see commenters asking questions about it. This comment shows a thoughtfulness behind word choices that not all news consumers would assume journalists have. This example also shows the value of staying involved in the conversations we host and participating in them.
    Newsy Native Americans
    627 likes on a comment! Look for opportunities to explain your process, especially when you see commenters asking questions about it. This comment shows a thoughtfulness behind word choices that not all news consumers would assume journalists have. This example also shows the value of staying involved in the conversations we host and participating in them.