When print newspaper delivery fails: four lessons from Corren
How digital newspaper access can help publishers support subscribers when print distribution is disrupted.
When a print newspaper fails to arrive, subscribers still expect access to the day's edition. For publishers, missed deliveries create another challenge: how do you help affected readers quickly without overwhelming customer service with repeated enquiries?
For Swedish newspaper Corren, digital access became part of the solution. By connecting its telephone system to Prenly's API, the publisher made it easier for subscribers to access the day's digital edition when their printed copy did not arrive.
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How Corren solved the problem
When print deliveries failed in certain areas, subscribers turned to Corren's customer service for help. Missed deliveries created a challenge for customer service, particularly when several subscribers needed assistance at the same time.
Working with Prenly, Corren introduced a more efficient approach by integrating Prenly's API with its telephone system.
Instead of waiting to speak to a customer service representative, callers could select an option in the automated phone menu. They would then receive a unique link to that day's digital newspaper via SMS or email.
In this tailored solution, subscribers could access the edition without having to search for their login credentials.
The solution gave readers a straightforward way to access their newspaper while helping Corren manage missed deliveries more efficiently.
Four lessons for newspaper publishers
1. Put the reader's immediate needs first
When a newspaper delivery is missed, subscribers want a simple way to read the latest edition.
Review the entire reader journey, from discovering that the newspaper has not arrived to accessing the digital edition. Identify unnecessary steps and make the process as straightforward as possible, including for subscribers who rarely use digital services.
2. Make digital access easy to find
Corren used its existing telephone system to reach readers through a familiar customer service channel.
For other publishers, a dedicated support page, an SMS notification or an email-based process may be more appropriate.
The important consideration is to make the alternative easy to discover and use when a print delivery fails.
3. Ensure the right subscribers receive access
A digital alternative also requires a clear approach to subscriber access.
Who should receive a link? How long should it remain valid? How will access be verified and managed alongside existing subscription systems?
Corren's solution was developed through a specific API integration. It is not a standard, ready-made feature automatically included in every Prenly implementation.
4. Measure the reader and customer service experience
A digital alternative should work for both subscribers and the publisher's support team.
Track how many affected readers successfully access the digital edition, how easily they can open it and whether the number of customer service enquiries changes.
Comparing these findings with the publisher's usual process for handling missed deliveries can help identify opportunities to improve the experience.
Digital newspapers offer value beyond delivery disruptions
A digital edition can be more than a backup when print distribution fails. It can also give subscribers a convenient way to read their newspaper as part of their everyday routine.
With Prenly Reader, publishers can offer digital newspapers and magazines across multiple devices, including the web, smartphones and tablets.
For publishers looking to improve how they handle missed newspaper deliveries, Corren's experience demonstrates how digital publishing technology can be combined with existing customer service systems to create a more accessible solution.
The exact approach to providing digital access during delivery disruptions will depend on each publisher's systems, subscription setup and requirements.
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