The convenience of written digital channels means reporters can consider their answers carefully and take a break if they need to. You cannot pause a hotline call if something arises that needs your immediate attention. Even with the breaks, it typically takes a shorter amount of time to report through a digital channel than it does by phone.
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Digital channels give the reporter the ability to control when, where, and how they report. They are more convenient, more comfortable, and more trusted than the telephone. To quote American writer and ecopragmatist Stewart Brand, “Once a new technology rolls over you, if you’re not part of the steamroller, you’re part of the road.” So next time your hotline program is being reviewed, consider being the steamroller!