Daily Circulation: 29,341
Sunday Circulation: 40,199


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
Our recent redesign has made the Record-Eagle easier to navigate and provided readers with more "anchored" sections and features.

Utilizing results of our 2002 Belden study, we strive to provide the quality and quantity of local news stories that reflects the needs of our readers.

Also, stemming from the Belden study, we have evaluated our total news content with an emphasis on community news, education news, health and medicine, investigative reports, national and international news, personal finance information and science/technology.

We have a consistent in-paper program to promote same-day readership plus future stories and features.

Brand
We have completely revised the overall and departmental marketing plans, using the eight imperatives as the foundation.

Culture
We redefined our mission, vision and core value statements in an effort to instill a pro customer culture at the Record-Eagle. Our brand/image promotions reflect our mission statement.

Service
All employees who have regular direct contact with readers and advertisers have undergone customer-service training.

In 2001, we designated and trained an employee to act as a customer ombudsman. She is able to field questions from readers, subscribers and advertisers, making sure no one falls through the cracks.

In an effort to monitor delivery satisfaction, our circulation department has conducted three customer-service surveys that have shown our strengths and weaknesses. We've implemented changes based on these surveys.

All employees, each day, are asked to update their personal voice mail to let callers know when they can expect a response to their call.

Getting Traction on Readership

Survey Responses by Topic & Newspaper