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Need to Know: June 2, 2021

Get support for local accountability reporting, are newsletters and podcasts the future of media, and meet the winners of Substack Local

Need to Know: June 1, 2021

How newsrooms can proactively address trauma, can monthly payments fix the paywall problem, and Report for America’s model goes global

Need to Know: May 28, 2021

Local news should be considered infrastructure, more than 70 newsrooms have closed since 2020, and a new advice column for publishers

API is hiring a Senior Web Applications Engineer

The nonprofit American Press Institute is hiring a full-time developer to support the institute’s Metrics for News application. Metrics for News is an ever-evolving product that contextualizes web analytics for news publishers small and large all across the world. We currently work with more than 60 newsrooms to help staff at all levels make better […]

Need to Know: May 27, 2021

We’re hiring for local news transformation, how journalism can help a community heal, and the vibrant Asian American media landscape

API is hiring a Deputy Director of Local News Transformation

The American Press Institute seeks a Deputy Director of Local News Transformation who will coordinate and oversee communications strategy and assist in managing the Table Stakes Local News Transformation Program, an innovative yearlong change management program supported by the Knight-Lenfest Local News Transformation Fund. More information on the program can be found at tablestakes.org. Job […]

Need to Know: May 26, 2021

How to organize hyperlocal coverage, tips to raise money for your journalism, and how fact-checkers build uncertainty into their work

Need to Know: May 25, 2021

How to raise the bar on customer service, solutions journalism attracts funders, and news deserts aren’t friendly to local news startups

Challenging conventional customer service methods

Integrating departments to break down silos, optimizing the customer experience and investing in high-touch service are all effective ways for news outlets to improve their customer relationships — but if there’s resistance to introducing these strategies from higher-ups, there won’t be buy-in from newsrooms. That’s why it’s essential that management show leadership by taking calculated […]

Investing in ‘high-touch’ customer service

Automated phone systems, online self-service portals and other low-touch tactics have become the standard when it comes to customer service across industries. Companies these days seldom deploy real human beings to interact with customers when answering their questions or processing their transactions. But for the embattled journalism industry, high-touch service may be one of the […]