#None #Live Chat #news media #Columbia, MO #Local Publishers

News Media Help Desk Introduces Live Chat Support for Local News Publishers

In a significant move to bolster support for the local news industry, the News Media Help Desk has launched a live chat support feature designed to assist news publishers in accessing vital digital resources. This initiative, which is free of charge, aims to enhance the sustainability of local journalism in today's digital landscape. Established through a partnership between the Reynolds Journalism Institute and the Local Media Consortium, the Help Desk enables local news organizations to navigate the complexities of operating in a fast-evolving media environment.

The introduction of live chat support is a crucial enhancement to the Help Desk's services. Unlike many automated systems that use artificial intelligence to respond to inquiries, this service is staffed by real individuals who bring expertise and human empathy to the table. Leah Becerra, Product Director at the Help Desk, emphasizes the importance of personalized support: "We felt it was important to launch this feature and staff it with humans, rather than AI. Local news sustainability isn't one-size-fits-all, and high-quality, reliable answers are best provided by people."

The live chat feature can be found as a purple bubble in the bottom right corner of the Help Desk's website, newsmediahelpdesk.org. During operational hours from Monday to Friday, 9 a.m. to 12 p.m. Central Time, visitors will see a notification indicating that staff members are online. However, even outside these hours, users are welcome to submit their queries. If they provide an email address, a staff member will follow up via email, ensuring that no one is left without assistance.

The live chat's primary purpose is to connect local news professionals with essential content available within the Help Desk. This includes access to case studies, guides, and third-party tools listed in the Help Desk’s Scorecard database. Additionally, it serves as a resource for news publishers to identify situations where further intervention is required, such as the need for direct, hands-on assistance.

Local newsrooms often face challenges that require more than just digital resources; they may need reliable professionals to facilitate complex projects. Becerra notes, "We recognize that a lot of our resources are very do-it-yourself, and sometimes a newsroom just needs someone they trust to do the work. By chatting with people, we'll spot those newsrooms more easily, allowing us to connect them with affordable options for web development, strategic analysis, creative work, and beyond."

To complement the live chat support, the Help Desk offers Digital On-Demand Services (DODS), a fractional matchmaking service that links newsrooms to vetted contractors for various tasks. Liz Hayes, the program manager for DODS, highlighted the importance of the new chat feature: "Adding a live chat gives DODS a direct way to learn about the technical support needs of newsrooms. This means we can quickly match them with the right expert contractor to turn their challenges into successful outcomes."

In summary, the News Media Help Desk’s live chat support feature is a proactive step toward sustaining local journalism by providing essential resources and personalized assistance. Local news organizations can access this feature by visiting newsmediahelpdesk.org and beginning a chat with the Help Desk team. Questions can also be directed to [email protected].

The Help Desk was born out of a need for robust support systems in journalism, enabled by partnerships that focus on community needs. It aims to empower local news organizations in overcoming digital challenges, thus ensuring the viability of local journalism in an increasingly competitive landscape.