Customer Care

Working with journalists, freelancers, and critics

Collaboration with journalists, cultural reporters, editors, and freelance writers is welcome. Strong proposals are specific about topic, region, access, and sourcing. Suitable formats include news reporting, interviews, long-form cultural analysis, exhibition and book criticism, and research-driven explainers.

Independent critics are welcome to pitch review formats with transparent criteria, documented methods, and precise factual grounding. For coverage involving institutions, brands, or sponsorship contexts, proposals should separate facts from opinion and avoid unsupported claims.

Freelance pathways may also include editing support, research, translation, event coverage, fact-checking assistance, and structured review work. Availability, turnaround expectations, and language skills should be stated clearly to speed up routing.

Careers and contributor applications

Career inquiries should specify the role type: staff role, assignment-based freelance work, ongoing contributor relationship, or specialist services (criticism, investigative reporting, art law analysis, institutional research, market commentary). Applications that include a focused portfolio and a short, precise cover note are easier to evaluate.

Required basics for routing: name, country/time zone, role target, availability, language(s), and 3–5 work samples (published links or PDFs). For journalists: include topic areas and sourcing approach. For critics: include 1–2 review samples and a brief note on methodology (how work is evaluated).

1) Scope of Customer Care

Customer Care is the central point of contact for all matters that require clear allocation, defined processes, and reliable responses, including:

• Editorial & Content (corrections, fact-check notices, updates, publication-related questions)
• Advertising & Partnerships (formats, durations, assets, rights, approvals, transparency rules)
• Submissions (process, minimum requirements, status, reasons for rejection, resubmissions)
• Rights, Credits & Usage (image/video sources, usage rights, credit corrections, removal or replacement)
• Technical Issues (display errors, broken links, performance, mobile issues, accessibility)
• Policy Inquiries (transparency, disclosure, compliance, editorial-level data protection questions)
• Careers & Contributors (journalists, freelancers, editors, critics, specialists)

2) Processing Principles

Every inquiry follows five non-negotiable standards:

1. Route before speed: Correct assignment precedes fast handling.
2. Verified responses: Statements are reviewed against sources, assets, permissions, or internal documentation when required.
3. Rights and credits are non-negotiable: Missing or incorrect credits are corrected with priority; unclear rights halt publication until resolved.
4. Transparency in paid formats: Advertising, advertorials, and sponsorships follow defined disclosure standards.
5. Calm language, clear decisions: Responses are precise, factual, and professional.

3) Response Times and Priorities

Standard response window: within 1–3 business days.

Priority handling applies to:

• Rights or credit conflicts (e.g., incorrect attribution, missing permission, takedown requests)
• High-risk factual errors (e.g., misidentification of individuals or institutions)
• Critical technical issues (404 errors, major display failures)

Complex cases (e.g., multi-party rights clarification, extensive correction chains) may require additional time but will always receive a clear status update.

4) How to Ensure Efficient Resolution

To avoid follow-up questions, emails should follow this structure:

Subject line (be explicit)

• Editorial Correction | [Article Title]
• Advertising Inquiry | [Institution/Brand]
• Submission Status | [Name/Project]
• Rights & Credits | [URL]
• Technical Issue | [URL]
• Contributor Application | [Role]

Email body (please include)

• URL(s) of the affected page(s)
• Brief context: What is the issue? (1–3 precise sentences)
• Requested outcome: correct, add, remove, replace, clarify, approve
• Evidence/assets: screenshots, permissions, credit details, source references
• Contact person & role: name, function, institution/project (if relevant)
• Deadline/timing: only if essential, with justification

Attachments (recommended)

• Images as JPG/PNG/WebP, documents as PDF, video via YouTube/Vimeo link
• For large files, provide a stable download link (minimum 7-day availability)

5) Editorial: Corrections, Updates, Clarifications

Editorial feedback is handled with structured review and accountability.

Typical cases

• Factual corrections (names, dates, locations, institutional attribution)
• Source additions or clarifications
• Image/video credit corrections
• Notices of misleading wording
• Update requests due to new information

Process

1. Intake and ticketing
2. Review (sources, internal notes, asset rights, context)
3. Decision: correction, addition, or rejection with reasoning
4. Implementation and documentation (including change date where appropriate)

6) Advertising & Partnerships: Inquiries and Assets

Advertising requests are evaluated based on objective, timing, format, budget range, and asset readiness.

Please include

• Objective (awareness, ticket sales, program communication, exhibition, study, call for entries)
• Timeline (preferred start/end)
• Region/audience (e.g., DACH, EU, US, global; collectors, institutions, artists, education)
• Preferred format (display, sponsored placement, feature/advertorial, package)
• Assets (key visuals, copy, logos, image rights, credits, video link if applicable)
• Permissions (usage rights, copyright holder, duration)

Important: Paid formats require clear disclosure. Unclear rights or missing credits delay or prevent publication.

7) Submissions: Review and Status

Submissions are reviewed for quality, relevance, clarity, and rights status.

Minimum requirements

• Short profile (name/project, country/location, focus)
• Project description (clear, non-promotional language)
• Image/video assets with complete credits and usage permission
• Links (portfolio/website/press information, optional)
• Relevant dates (exhibition/release), institutions, editions, team details

Status logic: Received → In Review → Approved / Declined / Needs Clarification. If clarification is required, missing information is specified precisely.

8) Rights & Credits: Corrections and Takedowns

Rights and credit matters are prioritized to ensure professional, fair, and lawful publication.

For credit corrections

• URL
• Current credit as displayed
• Correct credit line (exact wording)
• Proof (permission, screenshot, publication notice, contract excerpt)

For takedown requests

• URL
• Reason (rights, misattribution, lack of consent)
• Proof of entitlement (author/authorized representative)
• Requested action: remove, replace, anonymize

9) Technical Support: Required Information

To diagnose technical issues efficiently, please include:

• URL
• Device (e.g., iPhone 14, MacBook, Windows PC)
• Browser (Chrome/Safari/Firefox) and version if possible
• Screenshot or screen recording
• Short description: expected behavior vs. actual result

10) Frequently Asked Questions (FAQ)