"Reader Complaints Drove 'Hartford Courant' Design Reversal" - Editor and Publisher

In an era where there seems to be so much focus on involving customers in so many decisions, the management of that involvement during the crisis is of prime importance. How to decide, as in the case of the Hartford Courant, to ask readers to vote on a new design for the printed newspaper after receiving negative reaction to an earlier redesign? How does a newspaper manager measure the need for that, and the value that doing so contributes to the enterprise? During a crisis, the use of resources to deal with such issues becomes even more expensive, and so making the right decisions is so much more important. Managing is, after all, what managers are for!