1 min read

Feedback on feedback

Almost every journalist I have ever known is incapable of being objective about his own skill level. And even the least talented journalist in a newsroom tends to think he has mastered his craft. But every once in awhile I have the distinct pleasure of meeting a reporter who wants to get better at his job.

The advice that I give such ambitious reporters is to ask their readers for help.
Putting a feedback function at the bottom a story, I tell them, is the single best way I know for a reporter to get better at what he does. Readers will tell you when you've got something wrong and when you've done something right. Readers will tell you when you've missed something important or found something interesting. Readers will tell you when you're on the right track or heading in the wrong direction.

I've been very pleased to see BusinessWeek's use of feedback functions. And in some stories, such as this one, the input from readers enhances the work of the writer. But I've been disappointed to find that while feedback functions are becoming more common in the mainstream press, they have not caught on in B2B. The message I keep hearing from B2B executives and journalists is that they expect the worst from the readers -- rants and viciousness and inaccuracies. I understand that fear. I've seen how a feedback function can  turn on you. But I believe the advantages outweigh the risks. And I believe that the advantages are greater for a B2B publication than for any other product -- because a B2B audience by definition is filled with people who have the specialized knowledge to improve a story.

Rich Skrenta, the CEO of Topix.net, recently added feedback functions to the stories on his news aggregation site. He's "astonished" by the level of participation and says that many readers are posting "first-person accounts of news events from across the country" that are often "raw" and "heart-wrenching."
Read what Rich has to say. Ask yourself when was the last time you were "astonished" by anything at your publication.
Then ask yourself when you're going to let your audience help you create a better product.

ADDENDUM: A beta version of Yahoo's news service is also offering a feedback function. Take a look.

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