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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
 |
The Front-Stage We Controlled Collapsed : Lessons from newsroomsMadison Karas, Patrick BoehlerTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.06 pp: 31-35 2026-06-18 |
Karas, M., & Boehler, P. (2026). The Front-Stage We Controlled Collapsed : Lessons from newsrooms. Touchpoint - Emerging Service Design, 17 (2), 31-35. doi:10.30819/touchpoint.17-2.06
@article{Karas_2026,
doi = {10.30819/touchpoint.17-2.06},
url = {https://doi.org/10.30819/touchpoint.17-2.06},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {31-35},
author = {Madison Karas, Patrick Boehler},
title = {The Front-Stage We Controlled Collapsed : Lessons from newsrooms},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.06},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {31-35},
author = {Madison Karas, Patrick Boehler},
title = {The Front-Stage We Controlled Collapsed : Lessons from newsrooms},
journal = {Touchpoint - Emerging Service Design}
Abstract
For a generation, news organisations built relationships with audiences through touchpoints they did not own. Infrastructure such as search, social, aggregators and app stores belonged to someone else and was optimised for their purposes. When it reorganised around engagement economics, advertising and AI summary layers, the service lost its primary contact surface. What remained was a large back-stage with no reliable front-stage to support it.
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