‘Transformation’ Was A Necessity For Detroit Papers

A little over a week ago the Detroit Free Press and The Detroit News made major changes to their product offerings and moved to a limited home delivery.

And while the The Detroit Media Partnership changes are not even a month old, I’m of the opinion that the bold and forward thinking moves that leadership has made are among the most important (if not the most) experiments with journalism going today.

What the Detroit papers have done is revolutionary. It’s a real roll of the dice when it comes to their business models. Where every other newspaper going defunct is moving to an entirely digital approach, slashing its staff and reducing coverage areas, David Hunke and the Media Partnership are staying the course, committed to keeping two newspapers in Detroit, keeping their staffs as robust as possible and continuing the tradition of thorough, deep reporting – and they’re doing it and still PRINTING, 7 days a week.

So why is that such a great thing? The former journalist in me thinks this is the best option, because it provides two different sides to every story, allows Detroit to be one of the few cities in America to provide printed newspapers 7-days a week and keeps the integrity of news intact.

I’m ecstatic there’s still a print edition and two full editorial staffs, because while I’m definitely more of a digital guy, most blogs don’t have the same standards for reporting the news, or industries that journalists do.

Sure, I’ll read Jalopnik for car reviews, some rumor about the auto industry, etc., but those guys just don’t have the connections of the Freep or the News. I want the analysis, journalistic integrity and the experience that those papers bring to the table. Trained journalists are irreplaceable in my humble opinion, and it’s nice to know I can still pick up my copy at a newsstand and hop a plane with it. For me, I still pick up a newstand copy of the paper and use the mobile versions and web sites to consume my news, but there are options for just about EVERY delivery method.

The five major keys to that made this move a good one:

1. Both the Freep and The News are still printing 7 days a week

2. Home delivery still occurs every Thursday, Saturday and Sunday

3. Subscribers have access to an E-Edition, an exact replica of the daily printed edition that features interactive ads and various visual formats

4. Both papers were able to continue their normal publishing cycle and plan with minimal impact to newsroom staff. (Journalists keep their jobs, Detroit continues to be a two newspaper town and journalistic integrity remains intact)

5. Plans were announced to begin delivering the newspaper to the Kindle and a new E-reader device being developed by Plastic Logic. Freep.com, Detnews.com and both newspapers mobile sites remain free of charge.

What remains to be seen is how the papers will react to suggestions of its readers, or if the digital editions will be as consumed as the print editions, but based on some of the commentary I’ve seen, the defectors are more few and far between. I’ll be curious to see if any other major cities follow Detroit’s lead, because I believe the moves are really smart, albeit a bit risky. I’m just glad to know the papers I love didn’t lay down and die a slow and painful death.

Photo: Sanja Gjenero
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In the interest of intellectual honesty and integrity, I’ll go ahead and disclaimer here that the Detroit Media Partnership is one of the clients that my employer represents and that I do work on the account. My opinion and any opinion you see on this blog are certainly not to be considered to be the same of the clients I work with.

Is 2009 the year of the Conversation Officer?

Back in October, Joe Jaffe (@jaffeejuice) wrote a case study for the US Postal Service’s Deliver Magazine. In the study he discusses a trend he sees coming by 2012 – the development of the “Chief Conversation Officer.”

Jaffe says the Chief Conversation Officer will replace the traditional Chief Marketing Officer, serving as the true conduit between corporation and consumer. These new executives will essentially bring all customer conversations under one roof. They’ll be able to bridge the gap between public relations and consumer outreach, creating true integration and conversation about the brand.

I believe that that time is coming much sooner than 2012 for some companies as some have already started to adopt some of the roles of the Chief Conversation Officer.

Take the Michigan based Biggby Coffee as a great example of a company already putting this into practice. The company’s CEO Robert Fish (@BiggbyBob), is an active Twitter user, blogger and advocate for his brand.

I know what you’re thinking. Every CEO is a brand advocate. But not every CEO takes the time to engage with consumers, bring their consumers into product focus groups and do his or her own PR. What Bob Fish does well is have actual conversations with the people who consume his coffee. He’s friendly, honest and above all, engaging.

He’s also very open to rewarding those who are considering his brand. Fish entices fringe adopters by encouraging them to get in discussions with others who drink Biggby Coffee, without alienating those who are already true Biggby believers. This fantastic fan base is a true army of brand loyalists who act as evangelists for the brand. And in today’s challenging business climate, when loyalty is a fleeting thing, Biggby is committed to conversations with its consumers. Biggby isn’t just monitoring what its customers are saying effective response and responsiveness. As Jaffe writes in his book, and as Biggby has put into practice, “every customer complaint, compliment, question or concern deserves and mandates our time, our effort, our investment.”

In 2009, as more companies take the plunge into social media, I’m sure we’ll see more brands start to take these sorts of steps. We can only hope they don’t use these tools as another means to simply shout their message. It’s not another tool for companies to use, it’s about conversations. What other companies do you know of that are already using Chief Conversation Officers? Comments appreciated.

Photo by: Nara Vieira da Silva Osga