The Dallas Morning News is a leader in using engagement journalism to increase and retain digital subscribers. This ethnography examined the efficacy of the engagement journalism work by the News in rebuilding trust and forming relationships with its audience. This research is exceptionally timely as more newsrooms are erecting paywalls to their content and asking their audiences to offer monetary support in exchange for greater access and engagement by journalists. This work is examined through two mass communications theories: functionalism, which says a society can be viewed like an ecosystem as a "system in balance" consisting of complex sets of interrelated activities, each of which supports the others in maintaining the system as a whole; and the dual responsibility model, which says that companies should operate in the best interests of all in the community who depend on them, not only those who benefit financially. Additionally, the work is considered from a human-interaction design standpoint to evaluate whether the News has created affordances that enable the journalists and the readers to communicate, and whether the journalists are effectively practicing service design when publishing news and information for the audience.

This qualitative study addresses how the Dallas Morning News and Al Día reporters and editors determine what type of news related to the Dallas Latino and Hispanic communities gets covered. It also looks into how and why each newspaper tackles the coverage of these communities. Through a systematic analysis of 8 in-depth interviews and a 6-month ethnography, the findings of this study suggest that Latino and Hispanic journalists in Dallas feel the Latino and Hispanic communities are regarded as the "other." This study suggests the newsroom's hegemony and its news production routines influence the way Latino and Hispanic communities are covered in Dallas, and the way Latino and Hispanic reporters and editors who primarily cover these communities are treated. Though the newsrooms have made an effort to diversity its staff, reporters and editors claim they still have a long way to go before the staff accurately represents the large Hispanic and Latino population in the city.

For many years newspapers were locally owned by editors and publishers. However, today many are run by corporations from out of state. As a result, many communities have lost the personal relationship between the family owned publication and the community. Gene Howe, who served as editor, publisher and columnist of the Amarillo Globe-News from 1926 until his death in 1952, believed the community was where the focus should be and the newspaper should do all that it can to help their readers. Despite the fact that Howe was not born in Amarillo, Texas, his passion and love for the city and its inhabitants compensated for it. During the Dust Bowl and Great Depression Howe and the Globe-News helped Amarillo survive the dust and economic storms that blew through the Texas Panhandle, an area that has not been written as much as other parts of Texas. Through his “Tactless Texan” column, which served as a pulpit to the community, to the various contests and promotions the newspaper sprang up, including the creation of Mother in Law Day, Gene Howe gave the newspaper another dimension little has been studied about, the role of the editor and publisher in guiding a community through …