Helping readers sort through federal health care changes and the state’s new Medicaid program was a mission of the Free Press early in 2014 — and triggered an avalanche of response. In the final months of enrollment under federal Health Policy, it was clear to medical reporter Robin Erb that readers continued to be confused about the law — what kind of insurance to buy, how much it would cost, how tax credits work, who gets penalized, and more. Erb heard it over and over again: Many people felt overwhelmed. Over two months, the Free Press published two companion special sections, answered questions from readers, consulted experts for their advice and published a stream of stories and Q&As. In addition to covering the consumer frustration and political wrangling over the www.healthcare.com rollout, the Free Press took on the more tedious task of breaking down the law so it was usable for readers overwhelmed by this other noise. The pieces were broken out in a series of special consumers sections, including this 10-page package. In each of these special sections, we instructed and engaged readers as it seemed everyone — from first-time buyers to experts and veterans working in the field — struggled to sort out this new law. We had goals on two different trajectories: one in reporting the nuances for the savvy consumer and experts in the field, and the other in explaining insurance fundamentals (what’s coinsurance vs. copayment?) for first-time buyers. Online, the packages ran on a special help page, www.freep.com/healthreform, which updated with breaking news, drawing almost 10,000 page views by itself. Both print sections included lists of insurers on Michigan’s state exchange as well as contact information. Additionally, a large chart broke down the costs of the plans offered on Michigan’s exchange.
