For Customer Experience Professionals

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	February 22, 2008 Newspapers Make It Hard For Users To Sign Up For Email Alerts Forrester Evaluated Four Large Newspaper Web Sites by Vidya L. Drego with Steven Geller, Bruce D. Temkin

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Executive Summary

Forrester applied an abridged version of its Web Site Review methodology to the site experiences at four top newspaper Web sites: New York Daily News, The New York Times, USA Today, and Los Angeles Times. Our evaluation looked at how well each site supported a user trying to sign up for an email alert about a popular news topic. Overall, the sites scored poorly, particularly for text legibility and in their ability to provide contextual help. Newspaper site owners should start by fixing problems like text legibility, a commonly documented problem with a known solution.

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