Do you list your telephone number in the paper?

Yes.

Why?

To be more accessible to readers, and let them know who to call with complaints, suggestions or compliments.

If you do, how many calls do you get?

Hard to say how many are as a result of listing the number, but on average day, I'll get 5 to 10 calls from readers.

How do you handle the volume?

It's not that difficult on most days. I try to answer my own phone unless I'm tied up, then my secretary handles it. I also have voice mail and try to return all calls.

Any tips for other editors?

Try to be accessible to the readers. Sometimes you just have to listen and let them get a gripe off their chest, but they usually feel better about the paper knowing they can talk with someone.

Paul C. Chaffee, Editor, Saginaw (Mich.) News

Do you list your telephone number in the paper?

I list my phone number in the paper every day and my home number in the local directories. When I'm in my office, I answer my own phone.

Why?

I do it because:

• The people who call almost always are worth listening to. Their observations about a story, feature or the paper in general frequently are thoughtful and on target. I learn things I can use later: not just facts but feelings, impressions.

• Often the call starts out, "I've read your paper for 30 years, and I've never contacted you before but..." The conversations that follow are buoying. People out there, bless them, really count on us. Every day. This kind of affirmation of why we're here can put the challenges of the rest of the day into better perspective.

• From time to time, you run into terrific story ideas.

• It disarms critics. Quite often, a long pause follows when I identify myself. These days, people who are hot - and those who are not - take it for granted that they will have to navigate levels of voice mail, secretaries or worse. An empathetic voice can set up a caller to listen a little more patiently to an explanation.

• It's a great game. I win if I help a reader better understand the paper, who we are and what we're trying to do. Maybe, just maybe, that individual will say something nice about the paper some time, even if it's only "they listened when I called." Maybe one or more readers, as a result, will stick with the paper or spend more time with it. We spend so much energy trying to lure people into our world, it makes sense to embrace the ones already there and hold tight.

• There's always the possibility, though you never really know for sure, that a situation dealt with well at the first-phone-call stage might prevent a costly, time-consuming libel suit. It happens.

• I have asked everyone in the newsroom to treat inquiring readers well and have gotten marvelous co-operation. I guess I should take my share of calls, too.

If you do, how many calls do you get?

Today, four. Sometimes I get more. Sometimes hardly any. It depends. I practically never get calls at home, and when I do they generally involve something I want to know about.

How do you handle the volume?

I stop what I'm doing. I interrupt a conversation. I pause during a meeting. Then I pick up the phone. I haven't found any shortcuts. The interruptions occasionally are disruptive, annoying and aggravating. Some days, it seems like it takes forever to get a project finished. Still, it's part of the job, as I've defined it for myself. Tasks get finished. Guests are understanding. I have faith that newspapers with editors willing to stay in touch with readers on their terms are more likely to connect and keep their subscribers than those that don't. What's more important for a hometown paper than that?

Any tips for other editors?

I find it best when returning reader calls to deal with the most potentially difficult situations first.

Mei Mei Chan, executive editor, Idaho Falls, Idaho's Post Register

Do you list your telephone number in the paper?

No. We list editors' phone numbers on the top of each section. Support staff have been trained to refer readers to appropriate editors, then to me for satisfaction.

John Costa, Executive Editor, Boise's Idaho Statesman

Do you list your telephone number in the paper?

Yes

Why?

So readers can call me.

If you do, how many calls do you get?

100 a week, or so.

How do you handle the volume?

I and my assistant answer them.

Any tips for other editors?

Do it.