Friday was the last day that the Star Tribune offered readers with beefs the name and number of a real person who would listen to them. Here’s the new procedure, as described under the headline “Have a Concern?” as it ran in Saturday’s paper.
“The Star Tribune is committed to correcting errors that appear in the newspaper or online. Concerns about accuracy can be directed to corrections@startribune.com. You may also call the main number, 612-673-4414, weekdays between 8:30 a.m. and 5:30 p.m. and ask to be connected to the appropriate department. Contact information for editors can be found in each section of the newspaper.”
I wonder what poor bastard has been assigned the thankless task of sorting through the new corrections e-mail bin? It’s doubtful the task was considered a plum assignment. Then, about that “main number” folks are directed to call. In the good old days of the live switchboard, the one person answering that line into the newsroom already had his or her hands full for eight frickin’ hours a day. With no one bothering to use the new automated system, I’m sure the pressure has already increased exponentially. Now, add to that the reader’s rep overflow–which is considerable and populated with regulars who call as much to chat as to vent. Oy.
My favorite part was the final suggestion that concerned or disgruntled readers could contact the editors of various departments directly, only no specific phone numbers were listed, just the vague directive to search through the sections for contact information. These are folks whose voicemail picks up 24/7 because they’re up to their eyeballs 24/8. Some of these folks can’t even get back in timely fashion to their own staffers who call or email questions about breaking news stories. What chance does Joan Q. Public stand of getting a response while her question/concern/correction is still fresh?
With a reader’s rep, the paper–though management may have been cynical about it–at least gave the appearance of wanting to hear from its readers. This latest system strikes me as one big FU.
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