How local newspapers can reduce their reliance on print and create sustainable digital revenue streams
Lenfest and API just released ‘The Beyond Print Toolkit,’ which include my contributions on customer service plans and newsroom processes.
Hey y’all! I’ve been enjoying the fun-loving and chill vibes in Toronto this summer, so I hope you’re soaking up as much sun as I am. ☀️🏖️
The Lenfest Institute for Journalism reached out to me last October, and asked me to contribute to a toolkit it was creating in partnership with the American Press Institute that aims to provide practical information, case studies and resources for publishers looking to go through a print-to-digital transition. I jumped at the opportunity, given how so many publishers are grappling with how to reimagine the role of print and building long-term success, including many legacy newspapers in Canada.
The Beyond Print Toolkit also gave me an opportunity to nerd out on customer service plans (call centres, customer service rep capabilities, user-friendly self-service options), which from my perspective as a publisher, are an essential but underrated part of running a news outlet. I also wrote about newsroom processes, which cover audience personas, value propositions, content and workflows, and newsroom capabilities. Aside from my sections, the toolkit covers communication plans, digital products, print products, digital revenue transitions, print revenue transitions, other revenue streams, manufacturing and finance, and technology systems.
I highly recommend checking out the entire guide, especially if you’re part of a print newsroom that’s building engaged digital audiences, creating robust new revenue streams and reimagining the role of print. For now, here are excerpts of my sections:
Online self-service: Empowering readers, streamlining operations
Learn how to create intuitive, user-friendly interfaces that empower readers to manage their subscriptions, access content and resolve issues independently. This section offers actionable insights on enhancing user experience, reducing operational costs and driving reader satisfaction.
Customer service representative capabilities: Enhancing interaction quality
Transform your customer service team into a powerhouse of reader engagement. This section delves into training programs, performance metrics and the latest technology integrations designed to elevate your representatives' capabilities. Discover how to foster meaningful interactions, build loyalty and turn every customer service call into an opportunity for growth.
Call centres and scripts: Optimizing communication efficiency
Maximize the effectiveness of your call centre with tailored scripts and best practices. This section provides detailed guidance on scripting for various scenarios, training methods and strategies for maintaining consistency and quality in reader interactions. Learn how to optimize your call centre operations, ensuring every call is handled professionally and efficiently.
Newsroom capabilities: Innovating content delivery
Explore innovative strategies for integrating digital tools, improving workflow efficiency, and fostering a culture of continuous learning and adaptation. This section is designed to help newsrooms stay ahead of the curve, delivering high-quality journalism that meets the evolving demands of today's audiences
Content and workflows: Streamlining for success
This section offers strategies for optimizing workflows, enhancing collaboration and leveraging technology to boost efficiency. Discover how to streamline your newsroom operations, enabling your team to produce high-quality journalism consistently and swiftly.
Value propositions: Defining your unique edge
Craft a compelling value proposition that sets your publication apart in a crowded media landscape. This section provides a step-by-step approach to identifying and articulating your unique strengths. Learn how to communicate your value to readers, driving engagement and loyalty through a clear and powerful message.
Audience personas: Understanding and engaging your readers
Gain deep insights into your audience with our detailed guide on creating and using audience personas. This section helps you identify key segments, understand their needs and preferences, and tailor your journalism and marketing strategies accordingly. Enhance your reader engagement and satisfaction by delivering personalized experiences that resonate.
If you use any part of this toolkit, I’d love to hear what you think! Please comment or reply to this email.
The Green Line: We’re looking text/video pitches, social coordinator
The Green Line is looking for freelancers interested in short-form and long-form pitches for text-based articles, as well as videos, from experienced reporters based in Toronto that tackle systemic issues in the city through a solutions lens.
We’re also looking for a freelance social coordinator.
The Green Line offers highly competitive freelance rates. If you’re interested in pitching or applying, please email your resume, cover letter and links to three clips to hello@thegreenline.to.
Shout-outs
Many thanks to Patrick White, of the Substack Votre infolettre sur les médias, for recommending The Other Wave in his latest newsletter!
Quick and Clean
I learned about Tara Henley’s Lean Out Substack after meeting the former CBC journalist at the Macdonald-Laurier Institute's Future of News in Canada conference in Ottawa in May. Her newsletter and podcast are compelling, asking provocative and necessary questions about the future of our country. Here are my recommendations: one, two and three.
Check out Toronto Metropolitan University’s latest edition of the Review of Journalism, which includes an article titled “Home Alone” featuring The Green Line and other indie news outlets with small teams.
As a fashion lover, Amy O’Dell’s Back Row is probably my all-time favourite Substack, and I often get inspiration for journalism innovation through her analysis of the fashion industry, including her recent “Brands Prepare for 'The Great Exhaustion' of 2026”
How you can support The Other Wave
My professional mission has always been to support the global movement towards more thoughtful, impactful news coverage, and all the ways that manifests. If The Other Wave gets you to think even a little differently about journalism, especially in Canada, then I will have accomplished what I set out to do. And if TOW gets you to take action and support Canadian media outlets — especially ones that strive to be innovative and inclusive — I will have exceeded my expectations.
If my values and goals resonate with you, please consider supporting fiercely independent media analysis that fills in gaps in coverage of the Canadian journalism landscape. How? Feel free to provide feedback, pass along resources, donate money or simply share this newsletter with your friends.