Edward Schumacher-Matos, ombudsman for the Miami Herald, questioned why newspapers like the Herald put reporters’ e-mail contacts on the website but then readers complain about not hearing back from e-mails.
“E-mail itself is being replaced by social networking sites like Facebook. These solutions better harness the changing technology. But you may have other ideas. I would love to hear them in trying to shape this ‘new deal’ between you and the newspaper.”
He wondered how newspapers staffers should handle reader e-mails. One reader, for example, thinks staffers should respond to all “non-abusive, pertinent” e-mails within 24 hours, but on the other hand, Schumacher-Matos noted other news outlets don’t provide e-mail addresses for individual reporters.