Dear Reader, you may have received last week's column in your inbox this morning. We apologize. Here is our Letter from the Editor for May 29. We hope you enjoy it!
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In the last couple of months, I've introduced you to our enhanced online newspaper. I’ve explained some format changes, introduced new puzzles and comics, and made suggestions on how to get the most out of your subscription. That, in turn, has generated a lot of responses and specific questions from you about navigating those changes and finding certain features. You’ve offered suggestions on how we can improve, and we’ve been able to incorporate some into the daily product. I do my best but I’m the first to admit that in some ways I’m learning along with you – and I have a day job. Through this process, it’s become clear we need someone to be able to answer those questions and to help readers find what they need. So, I’m happy to announce a new position we call our reader advocate. New as in, we have never had someone specifically tasked with print subscriber satisfaction. But not entirely new – the person we have tapped for this important role is Bernie Eng, who started his 38-year career with MLive as a photo intern at The Bay City Times and has worn many editorial and strategy hats since. “Our readers are rabid about our print editions – our puzzles, our columnists, our advice columns and TV listings – and they are adamant about what they are used to,” said Eng. “So, whenever we make changes, it’s not very well accepted. “And that’s where I come in as a reader advocate, because we're always going to make changes. We have to move forward, and we have to adapt our own practices. I can help these readers along, get them more familiar with the product.” Kelly Adrian Frick, MLive’s vice president of content, characterizes Eng’s role as a premium service for subscribers. “Bernie's going to answer frequently asked questions and give some tips on ways to maximize their print subscription,” she said. “An added benefit is that Bernie will relate back to our editors in the newsrooms what readers are looking for, or questions about a story they are really interested in. We can be more responsive in our newsrooms to what our readers are looking for in their print and online products.” You can send your questions and suggestions to him at comments@mlive.com; he will reply to readers or direct them to the appropriate editors across MLive. Also, he will publish his answers to the most common questions in a weekly newsletter each Sunday titled Ask the Advocate. That column will launch in the coming weeks. It will come to the email inboxes of print and online newspaper subscribers and also will be published on MLive.com. Further, Eng will host periodic “how-to” online webinars to field reader questions and walk you through our online newspaper format and features step by step. The first three, all from 6-7 p.m., are scheduled for June 24 for readers in Grand Rapids, Muskegon and Kalamazoo; June 25 for readers in Ann Arbor and Jackson; and July 1 for readers in Flint, Saginaw and Bay City. Registration information will be provided in an upcoming Ask the Advocate newsletter. Eng will be a great guide because he’s a big fan of the enhanced online editions. They are available 7 days per week, are loaded with content that we can’t fit into the printed paper, have later deadlines, and we keep improving the technology to make them easier and more intuitive to navigate. “I just love the online newspaper, I use it every day,” he said. “The computer version of it is great, but the app version of it is just incredible. I use it on my iPad mini, just flip the pages like it’s a regular paper.” We are proud of the journalism done by our staff members around Michigan, and we’re excited about the possibilities the enhanced online newspaper provides for showcasing that work and keeping you satisfied as a subscriber. Appointing Eng to this role is a big step in achieving both. I encourage you to use him as a resource to unlock all the benefits of your MLive print subscription. If you’re not yet a subscriber, check out our current pricing offers here. # # # | 