By Steve Outing Newspapers typically have customer support staffs to help customers with things like cancelling subscriptions, extending classified ads, and a variety of odds and ends.
Human beings answer the phone.
Getting an answer is chancy at best. Something's wrong with this picture. Web and e-mail publishers need to begin paying attention to customer service. The common industry practice of ignoring customer service will need to end as Internet publishing matures. They'll e-mail you Customer service online is, of course, a different animal than for traditional media.