Spring Break
OMBUDSMAN: Responsiveness key to open communication with readers
Andy Jensen
Some readers have complained about the lines of communication between them and the Hornet staff, or the lack thereof.
The issue most often mentioned is the black hole that phone messages seem to have been disappearing into. That, and the fact that people and organizations are unsure of whom to contact, and how they should get information into the hands of the right staff member.
A quick survey of the phones in the Hornet newsroom found several with messages waiting to be answered. Not to let them completely off the hook, but when there are staff changes, little things like how to access the voicemail are often forgotten.
Beginning this week, each department editor will have his or her email address printed with their phone numbers in the staff box. This is a direct line to the editorial staff of each section, and anyone who wishes to contact the Hornet can utilize it. Comments, questions and complaints can still be sent directly to me.
It has been my experience that, as we progress in the information age, people are more likely to stay on top of their e-mail than their voicemail. E-mail also has the added ability of the attachment. It is much more reliable than a fax machine, and it allows the recipient the option of printing out only what is necessary.
However, some of the material that finds its way to the editors' inboxes now really isn't appropriate for this publication. And some of it just can't fit. It is a problem that every newsroom across the country contends with -- not enough room. To compound the problem, the Hornet does not have a large staff and each member is also taking classes. This means that sometimes stories cannot be covered. It isn't an intentional slight, just a reality.
I have also suggested that contact information for each writer be published at the end of every story printed, regardless of which section it appears. Most major newspapers do this and I believe it adds credibility to an article.
It also shows that the writer knows he or she will likely be contacted if errors are found in the story, and allows readers to contact the reporter with tips and ideas.
This information will be included as soon as the design is worked out, hopefully in the next few weeks.
Checks and balances such as these ultimately speak to the credibility of a news entity.
Every action should build trust between the newspaper and the readers, from covering a story to effectively answering complaints. Without that trust, we're just wasting our time.