Chron adopts reader representative by committee, neglects to inform readers
Over the years, we've had some useful interaction with the Chronicle reader representative, the individual who received reader (customer) complaints and queries about the newspaper and at least tried to provide a response (if not resolution -- unlike their San Antonio Hearst sister paper, for example, the Chronicle never has liked to admit cases of staff plagiarism). We've at least appreciated someone who would answer questions about the newspaper (James Campbell was generally good about this; Steve Jetton and subsequent replacements, not so much).
For quite a while now, the reader representative has seemingly gone missing. Emails to the reader representative email address are not answered, and the reader representative blog has not been updated in some time. We were wondering if it was time to put the reader representative back on one of those "Missing" notices on milk cartons. Lone Star Timesman Matt Bramanti got to the bottom of the problem on twitter yesterday, when the Chronicle's Dwight Silverman admitted to him that the newspaper doesn't really have a reader representative any more:
@mattbramanti We don't have one reader rep. Senior editors are now responding directly to reader concerns.
Note the clever wording. He didn't say "directly to readers." And if you've emailed the Chronicle reader representative lately, you probably haven't gotten an email response. People we know generally don't (nor do we, but we are an un-blog to the Chronicle). We are told that support staff simply compile emails/phone messages to the reader representative daily and distribute the report to senior editors for perusal (we can't verify that because, well, our emails to the reader representative tend not to get a reply).
The Chronicle continues to act as if it has a single reader representative however, as Jim Newkirk's name is still listed in the e-edition (and presumably print editions) of the newspaper:
We're not sure we would have minimized what has effectively been a customer-service position at a time when so many customers are dropping the newspaper, but it seems especially strange for a newspaper to tell customers there is a reader representative when there isn't one.
Posted by Kevin Whited @ 06/25/09 08:15 AM | Houston Chronicle | Print | Comments (6)
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