I want a support ticketing system where a user can see all open tickets, find other users by expertise, and open a ticket directed towards any user. And not have to open a support ticket to receive instructions on how to use the support ticketing system.
Andrew Spittle and Andrew Nacin led a 1 pm session on lessons to be learned from developing software. Both worked on their college newspapers. Spittle now works for WordPress.com, a service offered by Automattic, and Nacin works on WordPress.org, an open-source software project. Two different types of communities involved: centralized and decentralized. Continue reading
We’ve just launched an email newsletter for The Local Fort Greene-Clinton Hill. I hope to report on how it’s going as time goes on; we think it will be a useful tool for deepening engagement with the community.
The setup is a combination of Wufoo and MailChimp. The call to action in the C-column opens a signup form in a pop-up asking for full name and email address. When the user submits this first form, they receive a confirmation email thanking them for signing up and asking them to take a short reader survey. This survey asks for:
The idea is to go Public Insight Network-style and build up a database of The Local’s readership. Right now, this data is just stored in Wufoo but we’ll eventually set up another Highrise account for the reporters to use.
Of course, all of this can be A/B tested, generates trackable data, etc. Let the experiments begin.
Every morning, the headlines are sent out at 7 am.
Carnival of Journalism: Increasing the number of news sources. Data from Sacramento Press’ community engagement efforts: 0.14% of visitors wrote an entire article.
Successfully generated a 44 recipient email list in MailChimp from contacts with a specific tag in Highrise. Email blast was sent at 11 pm and already has a 31.8% open rate and 13.6% click rate by 12:30 am. Data-driven education for the win.
Happy Cog has a new commenting system on their Cognition blog. Keep your comment within 120 characters and tweet a link to the post, or write a response on your own blog and report the URL. Drives brevity and accountability. Intriguing experiment. (via Mike Monteiro)
Both, however, are highly complementary projects to increase media fluency that will be able to build off each other in many ways.
On Friday afternoon, I had the chance to connect with Susan Mernit of Many Hats, Inc. for the very first time and Cornelius Swart of the Portland Sentinel and Portland Media Lab. I’ve been invited to work with Cornelius on the Portland Media Lab; our very first meeting is tomorrow, Monday the 15th, and I thought it would be worthwhile to talk with Susan about what they’ve learned in the several months the Public Media Collaborative has been developing in the San Francisco Bay Area.
The goal of the Public Media Collaborative is to educate local communities, non-profits, and grassroots movements on how to use a lot of the social media and publishing tools that are now available to empower people and build democracy. In Susan’s opinion, this is a bit different than the mission of the Portland Media Lab, but both Cornelius and I agree that tools training is at least a half of what we’d like the media incubator to be.
Our conversation with Susan about both projects is the first thirty minutes or so of the audio. We cover the origins of the Public Media Collaborative, what type of training it has accomplished thus far, and Susan’s community news startup of the very new future, Oakland Local. After she leaves, Cornelius and I talk a bit about ideas for the Portland Media Lab and what the future of journalism might hold in general.
As a note, I started editing the first fifteen minutes of audio before I realised how much I want to be a production engineer. If you find any major kerfuffles, let me know and I’ll update the production value.
David Cohn pegs a newsroom as a cafe where people can hang out and, through food and drink purchase, provide an alternate source of revenue for reporting. Twenty percent of every coffee you bought might go to reporting in your local community, or something like that. For Steve Outing, the newsroom as a cafe is a place for your people to connect so that you can have greater access to your community. Both of these are pieces of a bigger picture that’s been stewing in me for a couple of months; dessert and beer at the Pied Cow on Belmont last night provided a photograph to illustrate my idea.
It’s not just about using a different industry to add to reporting revenue, but rather repositioning the news organization as the information hub for the community. The newsroom as a cafe should be an 18th century salon, or space for the leading discussions of the day to take place, ferment, and spawn action.
Mark this idea as incomplete until I can start working on it. At the moment, I think it would include:
A post on Xark! today discusses why newspaper website comments suck and what might be done to “unsuck” them. The synthesis of why they suck is that newspapers don’t allocate enough time or staff resources to participating in the conversation and, when they do, newspapers take the wrong approach to community management. In short, there is generally a lot of room for improvement.
Upgrading newsroom culture is one part of it, I believe, but the right tools have to be in place first so that participants in this new culture shift doesn’t run into barriers of frustration. I think strides can be made on both the frontend and backend of a news organization website. As a part of the user experience, comments shouldn’t require user registration but rather should be able to “sign in” with Facebook Connect or OpenID, or leave a comment with an email address to be verified once. If someone wants to add information to the discussion anonymously, I think that should be a submission form separate from the comment thread. The web is a global commons where news organizations should be facilitating intelligent conversations.
