| Customer Actions |
Readers pitch stories when talking to journalists in the field |
Readers pitch stories via the general newsroom email |
Readers pitch stories by calling or visiting the newsroom |
Reader expresses willingness to share their story |
Consents to the process, becoming a story subject |
Story subject collaborates & allows journalists access to their life |
Story subject answers fact-checking questions |
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Newspaper readers see an ad previewing the upcoming story |
Readers receive the paper via home delivery on Saturday |
Readers see the story via social media or newsletter on Monday |
Readers read the Saturday Feature & share their reactions |
| Touchpoints |
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Herald website & email |
Reception |
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Photo Consent Form |
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Herald Newspaper |
Herald Newspaper |
Social Media, Email Newsletter |
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| Frontstage Actions |
Journalist listens and asks questions to gather additional information |
Journalist connects with the reader to gather additional information |
Receptionist takes a message from the reader |
Journalists hold initial meeting with reader to explain the process & gain informed consent |
Writer conducts interviews & observations |
Photographer conducts interviews & documents candid moments |
Journalists fact check the story & photo captions for accuracy |
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Journalists gather feedback from the community |
| Backstage Actions |
Monthly Meeting: All writers, editors, and photographers pitch & discuss story ideas |
Editor forwards the email to the appropriate journalist |
Receptionist relays message to appropriate journalist |
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Writer, photographer & their editors communicate about direction & progress |
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Story is edited & designed based on space & color constraints of print |
Draft story layout is proofread by all editors |
Final story is sent to printer & uploaded to website CMS |
Editors work Monday - Friday, so the online story is published Friday evening |
Online story is shared via social media & email newsletter Monday morning |
Journalists share feedback & reflect on the story’s impact together |
| Opportunities |
Encourage social media followers to pitch stories via messenger |
Community involvement: meetups, events, coffee with an editor |
Use social media to connect with potential story subjects and subject matter experts |
Community involvement: Readers take photos, write stories |
Share more “behind the scenes” photos of journalists in the field on social media to promote more understanding of the reporting process, deepen readers’ buy-in for each story, and create anticipation for its publication |
Storytelling methods:
Sound! Audio clips, podcasts |
Create a digital Saturday Feature preview to be shared on the website and social media |
Develop a new template for the website or use a new publishing tool to make the online edition of the story a better experience for readers |
Consider the online user experience throughout all stages, rather than only during the last step |
Create a dedicated Saturday Feature email newsletter that can be scheduled to send on Saturday |
Use productivity tools to schedule social media posts to be shared on Saturday when no editor is working |
Make the digital Saturday Feature mobile-friendly for a better use experience when accessed from social media |
| Types of stories: Global and national issues happening in our community |
Types of stories: Introduce more series |
Types of stories: Prioritize under-covered topics and communities of people |
Storytelling methods:
Graphics including data visualizations |
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Storytelling methods:
Motion! Video, gifs, virtual reality |
Storytelling methods:
Explore new methods, like “choose your own adventure” |
Sharing:
Link in bio on social media to connect to website |
Storytelling methods:
Bring the archive to life by sharing old stories and follow up stories |
Community involvement: Reader feedback opportunities |
Sharing:
Coordinated social media campaigns with Instagram Stories, TikTok, Snapchat |
Sharing:
Create a Herald mobile app with push alerts |