The situation with home delivery for Boston Globe customers doesn’t seem to be much better today. Judging from Twitter and other online comments, the only good news for the Globe is that people really miss their paper.
I’ve seen a few conspiratorial-minded commenters suggest that this is a deliberate attempt to get people to switch to digital. In fact, newspapers still make most of their money from print, especially on Sunday. Which makes the meltdown all the more inexplicable.
A few data points. A website called Customer Service Scoreboard reports that the Globe has received 193 negative comments and just one positive. The oldest comment goes back to 2010, and it’s certainly true that people aren’t going to check in to report that their paper arrived on time. Still, the top of the thread is loaded with comments from folks who haven’t received their paper this week and can’t get a response from the Globe.
In a “Note to Subscribers,” the Globe says in part, “This disruption is not unexpected, as the transition involves the hiring and deployment of approximately 600 drivers.” I find that statement surprising. Given the importance of getting it right, you’d think there would have been multiple meetings over many months beginning and ending with: “We can’t screw this up.”
The Globe‘s Beth Healy quotes chief executive Mike Sheehan as saying that, on Wednesday, only 5 percent of customers did not receive their paper in a timely manner. But look at all the zip codes where the new delivery service is still having problems.
Over at WBZ-TV (Channel 4), Boston University’s John Carroll tells Jon Keller that he has a message for Globe publisher John Henry: “Get in your car and start delivering some newspapers.”