Anita Li is a media strategist and consultant with a decade of experience as a multi-platform journalist at outlets across North America. She is also a journalism instructor in the Greater Toronto Area and at the City University of New York's Craig Newmark Graduate School of Journalism; her areas of expertise include community-driven journalism, audience engagement, audience-pay business models, newsroom diversity, media ethics and journalism innovation. Anita co-founded Canadian Journalists of Colour in 2018, and is also a member of the 2020-21 Online News Association board of directors. To keep up with Anita, subscribe to The Other Wave, her newsletter about challenging the status quo in journalism.
More from the author
Challenging conventional customer service methods
Integrating departments to break down silos, optimizing the customer experience and investing in high-touch service are all effective ways for news outlets to improve their [...]
Investing in ‘high-touch’ customer service
Automated phone systems, online self-service portals and other low-touch tactics have become the standard when it comes to customer service across industries. Companies these days [...]
Making the customer experience frictionless
After breaking down organizational silos and integrating different systems, news outlets should get more granular in assessing areas where they can improve the customer service [...]
