Looking for loyalty in all the right places

“We’ve come to realize that one-time visitors — effectively the one-night stands of the media world — provide little more than the cheap thrills of banner-ad dollars. And chasing comScore uniques isn’t very fulfilling. But a meaningful connection with our audience? That’s #relationshipgoals.”

It was right in front of us all along — it just wasn’t pageviews.

It’s almost 2018, we’re older and wiser, and we now yearn for some real commitment from the people we make journalism for. We’ve come to realize that one-time visitors — effectively the one-night stands of the media world — provide little more than the cheap thrills of banner-ad dollars. And chasing comScore uniques isn’t very fulfilling. But a meaningful connection with our audience? That’s #relationshipgoals. It has the potential to unlock a more stable business model.

So what does that connection look like? How do you measure it? Which metrics are better indicators of what’s working to cultivate and retain folks? What behaviors can show us who is the most loyal among our audience? And ultimately, how can we serve them better? That’s what we’re going to home in on next year.

In 2018, newsrooms across the country will be re-examining their analytics reports and searching for patterns that look beyond scale. Pageviews never should’ve been what we coveted most in the first place — look at the trust issues we’ve brought on in part because we chased those clicks. But we can change. Strategies that’ve been built around traffic are being dismantled.

This year, we’ve seen newsrooms make moves toward more mixed-revenue diets and launch nonprofit ventures. And while pageviews are still a top priority at metro newspapers that rely heavily on digital display advertising, editors like Irene McKisson at the Arizona Daily Star are experimenting with micro-niches.

McKisson launched an off-platform vertical for women, This is Tucson, which allows her team to sell sponsorships. Here she tracks users, their sessions, bounce rate, time on site, and compares new users to returning ones. The brand lives across platforms and because of that “social analytics are also way more important, because we aren’t as concerned with whether a user reached the website,” she explains.

To McKisson, a loyal reader is someone who visits “two or more pages per session with a bounce rate of less than 50 percent.” Other big indicators: downloading the app, signing up for push alerts through Facebook Messenger, attending an event, and “putting our sticker on a water bottle 😂,” she tells me over Slack.

Similarly, we watched The Washington Post launch The Lily, a publication that is able to tailor its journalism — and advertising — to a very specific group: millennial women. Both This Is Tucson and The Lily are casting a way smaller net by deciding to serve only a specific slice of the population. It’s interesting to see these newsrooms experiment with demography-oriented products — and we’ll be keeping a close eye on these projects for insights on audience growth and loyalty.

And here at Mother Jones, we’ve identified data projects that will hopefully set us on the path to identifying and serving our most loyal readers. We’re running experiments with new calls-to-action around our stickiest products: magazine subscription, newsletter signup, and membership. We’re defining what we consider to be high-value actions and looking to see if there are any measurable user behaviors that correlate to reveal a pattern we can harness.

Media currently doesn’t have super sophisticated ways to segment users and serve them different experiences — but we’re working on it. Imagine visiting a news site for the first time and rather than have it ask you for something right away, it waits until you get to know it a little better. Or, on the other end of spectrum, long-time readers and subscribers are spared the usual barrage of asks. This future isn’t far off.

But for now, let’s focus on figuring out what loyalty metrics for media are. How readers interact with our journalism is one major way audiences are telling us what they want.

We shouldn’t expect loyalty — we should earn it.

Julia B. Chan is director of audience for Mother Jones.

Dan Shanoff   You down with OTT? (Yeah, DTC)

Andrew Haeg   The year journalists become relationship builders

Matt DeRienzo   A recession, then a collapse

Matt Boggie   The intellectual equivalent of the Dead Sea

Craig Newmark   Working together toward sustainable solutions

Julia B. Chan   Looking for loyalty in all the right places

Rodney Benson   Better, less read, and less trusted

Tracie Powell   The muting of underserved voices

Dan Newman   A return to trust

Francesco Marconi   The year of machine-to-machine journalism

Laura E. Davis   Writing answers before you know the question

Rachel Schallom   Better design helps differentiate opinion and news

Mike Caulfield   Refactoring media literacy for the networked age

Amy Webb   Listen to weak signals

Charo Henríquez   Training is an investment, not an expense

Julia Beizer   A longer view on the pivot

Kinsey Wilson   Facebook and Google: Help out or pay up

Sarah Marshall   Loyalty as the key performance indicator

Juleyka Lantigua   Women of color will reclaim and monetize our time

Elizabeth Jensen   Show your work

S. Mitra Kalita   The arc of news and audience

Neha Gandhi   Filler killers

Kim Fox   Audience teams diversify their approach

Sam Ford   The year of investing in processes

Doris Truong   Computer vision vs. the Internet vigilantes

Molly de Aguiar   Good journalism won’t be enough

Alan Soon   The rise of start of psychographic, micro-targeted media

Emily Goligoski   Looking beyond news for inspiration

Will Sommer   The year local media gets conservative

Rick Berke   Value is the watchword

Lam Thuy Vo   Breaking free from the tyranny of the loudest

Mariana Moura Santos   Think local, act global

Alfred Hermida   Going beyond mobile-first

Michelle Ferrier   The year of the great reckoning

Alastair Coote   The year of self-improvement

Zizi Papacharissi   Women come back

Nathalie Malinarich   Peak push

Sara M. Watson   Feeds will open up to new user-determined filters

Kathleen McElroy   Building a news video experience native to mobile

Ariana Tobin   Too tired to tap

Felix Salmon   Covering bitcoin while owning bitcoin

Mario García   Storytelling finally adapts to mobile

Feli Sánchez   The year for guerrilla user research

Monika Bauerlein   The firehose of falsehood

Joyce Barnathan   It will be harder to bury the news

Kelsey Proud   No, no, no

Eric Nuzum   Beyond the narrative arc

Yvonne Leow   The rise of video messaging

Monique Judge   Letting black women tell their own stories

Rubina Madan Fillion   Unlocking the potential of AI

Almar Latour   Conquering calm

Andrew Ramsammy   The year ownership mattered

Raney Aronson-Rath   Transparency is the antidote to fake news

Marcela Donini and Thiago Herdy   Collaboration is the way forward for Brazilian journalism

Jassim Ahmad   Thriving on change

Dheerja Kaur   Fun with subscription products

Evie Nagy   Pivot to mobile video frustration

Jennifer Brandel and Mónica Guzmán   The editorial meeting of the future

Mary Walter-Brown   Show a little vulnerability

Errin Haines   At the ballot, it’s time to count black women

P. Kim Bui   The reckoning is only beginning

Heather Bryant   Building the ecosystems for collaboration

Nancy Watzman   Know thy TV

Jared Newman   Venture funding and digital news don’t mix

Jessica Parker Gilbert   Design connects storytelling and strategy

Susie Banikarim   R.I.P. Pivot to Video (2017–2017)

Juliette De Maeyer   A responsible press criticism

Frédéric Filloux   External forces

Jim Moroney   Newspapers have to be good enough for readers to pay for

Rodney Gibbs   Tech workers turn to journalism

Joanne Lipman   Journalists inventing revenue streams

Jake Levine   The return to now

Tamar Charney   We get serious about algorithms

Eric Ulken   The year local publishers get smart(er) about change

Daniel Trielli   The rich get richer, the poor scramble

Caitria O'Neill   The new court of public opinion

Vivian Schiller   Pivot to tomorrow

Cristina Wilson   The year of the Instagram Story

Cindy Royal   Your journalism curriculum is obsolete

Tim Carmody   Watch out for Spotify

Corey Ford   The empire strikes back

Burt Herman   Things get real

Mariano Blejman   News games rule

Edward Roussel   Eyes, ears, and brains

Taylor Lorenz   Social and media will split

Lucas Graves   From algorithms to institutions

Justin Kosslyn   The year journalists become digital security experts

Federica Cherubini   The rise of bridge roles in news organizations

Nushin Rashidian   Publishers seek ad dollar alternatives

Trushar Barot   The Jio-fication of India

Alexios Mantzarlis   Moving fake news research out of the lab

Ray Soto   VR reaches the next level

Ernst-Jan Pfauth   Publishing less to give readers more

Aron Pilhofer   We can’t leave the business to the business side any more

Jennifer Choi   Standing up for us and for each other

Emma Carew Grovum   Newsroom culture becomes a priority

Corey Johnson   The pro-fact resistance

Sam Sanders   Shine the light on ourselves

Caitlin Thompson   Podcasting models mature and diversify

Basile Simon   We need better career paths for news nerds

Pia Frey   Address users as individuals

Amy King   Let’s amplify visual voice

Millie Tran and Stine Bauer Dahlberg   (Hint: It’s about your brand)

Betsy O'Donovan and Melody Kramer   Skepticism and narcissism

Debra Adams Simmons   And a woman shall lead them

Hannah Cassius   The year of the echo-chamber escapists

Kyle Ellis   Let’s build our way out of this

Bill Keller   A growing turn to philanthropy

Adam Thomas   Sharing is caring: The year of the mentor

Helen Havlak   Keywords, not publishers, power the world’s biggest feeds

Imaeyen Ibanga   Longform video leads the way

Mary Meehan   Real lives are at stake in rural areas

Ståle Grut   Reclaiming audience interaction from social networks

Brian Lam   Sketchy ethics around product reviews

Ruth Palmer   Risks will grow for news subjects — especially minorities

Raju Narisetti   Mirror, mirror on the wall

Paul Ford   Go global

Pete Brown   Push alerts, personalized

Manoush Zomorodi   Self-help as a publishing strategy

Jennifer Coogan   The future is female

Carlos Martínez de la Serna   The new journalism commons

Amie Ferris-Rotman   More female reporters abroad (please)

AX Mina   Memes and visuals come to the fore

Jim Brady   With the people, not just of the people

Sydette Harry   Listen to your corner and watch for the hook

Rasmus Kleis Nielsen   The Snapchat scenario and the risk of more closed platforms

Alice Antheaume   Are you fluent in AI?

Damon Krukowski   Reviving the alt-weekly soul

Hossein Derakhshan   Television has won

Sally Lehrman   Trust comes first

Niketa Patel   Live journalism comes of age

José Zamora   Revenue-first journalism

Lanre Akinola   Making noise is not a strategy

Rachel Davis Mersey   AI, with real smarts

Joanne McNeil   Gatekeeping the gatekeepers

Cory Haik   Suffering from realness, pivoting to impact

Mi-Ai Parrish   Blockchain and trust

Nicholas Quah   Stop talking trash about young people

Jacqui Cheng   Retailers move into content

Carrie Brown-Smith   Transparency finally takes off

Jamie Mottram   From pageviews to t-shirts

Gordon Crovitz   Serving readers over advertisers

C.W. Anderson   The social media apocalypse

Steve Grove   The midterms are an opportunity

David Skok   Finding an information-life balance

John Keefe   Scooped by AI

Tanya Cordrey   Finally, the seeds of radical reinvention

Nicholas Diakopoulos   Fortifying social media from automated inauthenticity

Pablo Boczkowski   The rise of skeptical reading

Dannagal G. Young   Stop covering politics as a game

Claire Wardle   Disinformation gets worse

Jarrod Dicker   Honesty in advertising

Jesse Holcomb   Information disorder, coming to a congressional district near you

Nikki Usher   The year of The Washington Post

Michelle Garcia   Navigating journalistic transparency

Matt Carlson   Attacks on the press will get worse

Kawandeep Virdee   Zines had it right all along

Christopher Meighan   Passive partnership is in the rearview

Kristen Muller   The year of the voter

Umbreen Bhatti   The trust problem isn’t new

Andrew Losowsky   The year of resilience

Luke O'Neil   The end is already here

Mandy Velez   texting is lit rn, fam

Borja Echevarría   TV goes digital, digital goes TV

Marie Gilot   No assholes allowed

Vanessa K. DeLuca   Women’s voices take center stage

Michael Kuntz   The only pivot that might work

Sue Schardt   Jump the niche

Miguel Castro   The arrival of the impact producer

Valérie Bélair-Gagnon   Seeking trust in fragmented spaces

Mira Lowe   The year of the local watchdog

Renée Kaplan   The year of quiet adjustments (shhh)

Richard Tofel   The platforms’ power demands more reporters’ attention

Matt Thompson   Here come the attention managers

Usha Sahay   Wallets get opened

Tanzina Vega   It’s time for media companies to #PassTheMic