What audience interviews tell you that analytics can't
People rarely tell you what they need. They tell you where they are struggling, and the reading is yours to do.
Madison Karas
Re:noted #3: Claiming to be a public good isn't good enough
There’s a lot of talk right now about how to make the case for journalism’s value. It’s tempting to argue from intrinsic worth, especially if your rent is paid by making such claims.
Re:noted #2: We know who we’re competing against. So what do we do about it?
Initial survey results show newsroom mindsets are shifting toward service, but reliance on generic value claims still holds us back.
Re:noted #1: A Service Desk newsletter + challenge for you
Restarting our Field Notes newsletter.
The front-stage we controlled collapsed
Lessons from newsrooms for the practice of service design, in the latest edition of Touchpoint.
Nobody hired you
Communities don't get served just because a newsroom exists. Funding should reflect that.
More is not always better: Lessons from our Philadelphia media service design sprint
A one-day sprint with eight media organizations tested whether clarity beats ambition in service design.
Moving journalism from content creation to concrete outcomes
How we're growing The Service Desk this year