When a snowstorm delayed the delivery of their newspaper, the Virginian-Pilot published a story to their website and social media channels explaining that there would/could be a delay in delivery. The post also linked to a digital version of the newspaper that people could view immediately.
When a snowstorm delayed the delivery of their newspaper, the Virginian-Pilot published a story to their website and social media channels explaining that there would/could be a delay in delivery. The post also linked to a digital version of the newspaper that people could view immediately.
Screenshot from a Facebook post, discussing The Coloradoan's price increase.
Earning trust is everyone’s job, and sometimes that involves customer service. A change in the cost of digital subscriptions led to lots of customer service complaints at the Coloradoan. While it’s not the newsroom’s department and the journalists could have brushed off the calls coming in, they decided to step in and help. In total the team answered and responded to about 100 calls. The team tracked complaints and issues, then worked to resolve them one at a time. One of their subscribers said the newsroom’s ability and willingness to help increased her level of trust in the news organization.