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.
Patrick Boehler
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.
A weekend of HOPE, sorted
All 93 livestreamed talks from HOPE 26 in New York, grouped by theme, with the ones closest to our work flagged.
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:filtered #31: What counts now
Reach is rented. Outcomes are yours. Revisiting lifetime civic value.
Re:noted #1: A Service Desk newsletter + challenge for you
Restarting our Field Notes newsletter.
Habit ≠ loyalty
A retention curve can't distinguish between them. The difference only shows when something breaks.
Re:filtered #30: Foraging after the funnel
A great tit, a screaming hairy armadillo and a reader chasing a rabbit hole all obey the same rule. A fifty-year-old idea from ecology, as AI reroutes how people find things.
The front-stage we controlled collapsed
Lessons from newsrooms for the practice of service design, in the latest edition of Touchpoint.
FIMI's older sibling: why Europe has to build, not just regulate
The autocratic offer has often become more attractive than ours.