When I became managing editor of the Ottawa Citizen in 2011 (then Editor in 2013) I started to have a lot of contact with readers — emails, phone calls, and a surprising number of handwritten letters. It was through this contact that I began to get a sense of what our readers really cared about, and what they valued in their subscription. Two things stuck out:
The first was that, by and large, what readers cared about were things like comics and puzzles, the daily weather map, the TV listings. Somedays it seemed like we could have put a picture on A1 of the prime minister consorting alien space prostitutes, but if we also printed the Sudoku upside down or got the “On this date in weather history” wrong, that is all I would hear about.
The second was that readers would often call, angry, because we had downplayed (or ignored, or missed) a story they knew all about from another media outlet.… Continue reading