Since the COVID-19 pandemic hit, Kim Bui, director of audience innovation at the Arizona Republic, has looked to her readers to help guide the paper’s coverage. Bui says she texts with her readers and works in real time to find the answers they need.

On this week’s Kicker, Kyle Pope, editor and publisher of CJR, speaks with Bui and Mathew Ingram, CJR’s chief digital writer, on how newsrooms have struggled to create a two-way conversation with their readers in the past. Without time for cautious planning, papers may learn how to serve their communities best.