News Organizations Should Use Social Media to Identify Diverse Voices

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When’s the last time your newsroom sat face-to-face with readers and carefully considered their criticisms?

 

Communication technology has extended the gap between news workers and audiences so that we’re mostly through channels we (media elites) control: letters to the editor, online comments, phone calls that can go ignored and voicemails that can vaporize at the push of a button.

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