Daily Circulation: 11,655


List the major steps you have taken in the last four years to increase readership. Please organize your response under four headings: content, brand, service, culture.

Content
Added four color section fronts.

Started community profiles. Features about everyday citizens in Windham County.

Focus on local, local, local.

Incorporated weekly Photo page and teamed up with local historical society to promote section.

Service
Scheduling weekend Customer Service.

Implementing follow up phone calls on all complaints several days later to see if problem was resolved.

Culture
Creating inclusive environment getting employees outside of the editorial department to help shape the paper.



What is the most innovative, successful or noteworthy thing you have done on readership that you think other papers might learn from or want to emulate?
Still developing our plans, but the regular feature of an ordinary citizen has been a real success.



What is the most persuasive indication you have that your readership efforts are producing results?
Very active letters to the Editor. We receive more letters than we can publish monthly. We've expanded our letters page to two pages for controversial events.



What is the most important lesson you have learned as you have worked on readership in the last few years?
The demands of the readership far exceed the resources of smaller papers.

Getting Traction on Readership

Survey Responses by Topic & Newspaper