Rakiesha Chase-Jackson

Stations Relations Associate

Rakiesha comes to NPR Digital Services from a professional background working with nonprofits in urban communities. From working as an assistant producer at a local, community-based TV station to serving as a volunteer coordinator and online community coordinator at a nonprofit to freelancing as video editor for local artists, she is focused on how technology can be used to mobilize people and groups towards change. Rakiesha received her BS in Digital Media and Information Systems from Albright College, and a professional certificate in Project Management from Boston University. Her two main responsibilities at NPR Digital Services are providing online streaming support to our customers and guiding stations through the Core Publisher onboarding process. 

In her spare time, Rakiesha spends her time reading books, browsing Etsy, and playing video games, going to movie screenings, attending craft beer events and partaking in geekery with her husband.

Ways to Connect

Digital Services provides several ways to for you to get answers to your questions and the support that you are looking for. See below for which option is the best for your question:

Submitting a support ticket is the best way to get answers to your non-emergency product-related questions. Our Support Team will contact you within 24 hours with follow-up questions, updates and/or a solution for your question.

To help us to better help you, here are some tips for submitting complete and helpful support requests:

The NPR Digital Services Support Center was created with stations in mind to provide a high-level experience for station users. From help articles to a newly organized back end to help our Support Managers access your tickets more efficiently, the goal of the Support Center is to provide you with the answers that you need.

To ensure that we are able to deliver the highest quality support experience, we need your feedback. There are two ways that you can provide feedback directly:

As public radio colleagues, we’re used to making the most out of the resources we have. And as your dedicated NPR Digital support staff, you know that we care tremendously about solving your technical problems quickly with the best possible solution. It’s why we often are friends as well as colleagues with our station partners, and why we often respond to tickets in our pajamas, on our commutes, and over lunch.

On March 9, 2016, the Digital Services Inside/Out tour touched down in Troy, NY for a visit with the team from WMHT and WEXT at their studios nestled in the Rensselaer Technology Park. Rakiesha Chase-Jackson, Jackie McBride, Asli Binal, Justin Brown and Michael Fussell from the NPR Digital Services team spent a few hours with Mary Gribulis, Interactive Media Director, and Chris Wienk, Vice President of Radio,  for an in-depth and informative conversation about their stations and their digital strategies.


Last week, we sent out an email about some new requirements from Apple for iOS apps concerning IPv6 networking. This post will provide information about how these upcoming changes affect you and your station.

The NPR Digital Services Station Relations Team is here to help you and your station team 24/7! To ensure that we are able provide the highest level of support, there are several channels that you can use to get answers to your questions:

1) Our Support Center - Help Documentation

If you have questions, we suggest starting with our Support Center. There, you will find help articles and answers to Frequently Asked Questions, as well as a link to our Support Form.

As we mentioned in an earlier post, NPR Digital Services has upgraded our help center and ticket submission form to Salesforce's Desk.com. One of the features of the new platform is a customer dashboard to give station users access to all of their submitted tickets. To access the dashboard, users will have to create an account in our Support site.

NPR Digital Services is excited to announce that tomorrow, Friday  December 18th, we will be upgrading our help center and ticket submission form to Salesforce’s Desk.com. We believe the changes we are making will increase the efficiency of our support teams, and provide stations transparency into help tickets, or as they call them in Desk.com ‘cases’. This new service also provides a platform to improve self-service help articles for frequently asked questions and how-tos for using our products.

As we mentioned in an earlier post, NPR Digital Services has upgraded our help center and ticket submission form to Salesforce's Desk.com. Station users can visit our new support center at https://nprsupport.desk.com/ to access our knowledge base FAQs, and to submit a ticket to our support team.

A dropping or down stream could be a symptom of a larger issue. We want to make sure that we have as much information as possible when troubleshooting an issues like this.

As soon as you realize that your stream is down/dropping, and before contacting our support team for assistance, reboot your encoder. Once your encoder is back up, listen to the stream to see if that restored the audio.

If not, please send us a support request with the following information:

A down stream is a very serious issue. Before submitting a support ticket to us, it is very important that you do some troubleshooting on your end. 

Once you see that your stream is down, instantly restart your encoder. Occasionally, this will restore the stream. However, if it does not, please take a look at this list of troubleshooting questions for next steps:

1) Is your encoder connected to the Internet?

Even though your encoder is running a version of Microsoft Windows, it is to be used solely for streaming purposes. To ensure that we are able to support your encoder and stream, it is important to follow the guidelines below when interacting with your encoder.


  • Reboot the encoder when necessary.
  • Browse the wen to make sure that the encoder has Internet access.
  • Install Windows updates.
  • Check to make sure that LogMeIn in active in the bottom right utility bar.


A streaming gateway/pre-roll is a great way to highlight your supporters and upcoming pledge drives. Before adding a gateway, please confirm that you have access to our Jukebox audio management tool at http://www.publicbroadcasting.net/xxxx/ondemand.ondemandadmin (swap out the xxxx for your station  call letters).

Note: If you do not have a Jukebox account, please submit a support request, or contact your Station Relations Manager for access. 

If a listener reports that they are unable to hear your stream in the NPR app, there are a few tests that you can run to see what the issue may be.

1) Attempt to access your stream via the app using both an Apple and Android mobile device.

If you are able to hear the stream on both an Apple and Android device, the issue was probably with the listener's device or connection. If you are able to contact the listener, suggest that they

The Skybox, Sticky Strip, Featured Content and Lead Stories display block can all be used to display content on your site in different ways. However, not all types of content can be added to all display block. See below for more information on what type of content can be added to each block.

Download this diagram -- Comparison: Skyboxes v. Sticky Strip v. Featured Content v. Lead Stories Blocks in Core Publisher

The Most Active Stories block is a right rail content block that displays the five most popular stories, determined by your site stats. While posts are automatically added to this block, you may want to manually block or remove a post from displaying in that block.

To remove/block a post from appearing in the Most Active block:

Core Publisher is working with Disqus to help you create community using your content through comment moderation.

Disqus (pronounced like “Discuss”) is an online service that offers a way for visitors to your site to leave comments and have discussions about issues that you write posts about. From the Disqus website:

Disqus (dis·cuss • dĭ-skŭs’) is all about changing the way people think about discussion on the web. We’re big believers in the conversations and communities that form on blogs and other sites.

We want to make it as easy as possible for you to find out what's new with Core Publisher, as well as create opportunities for you to give us feedback. There are currently two ways to keep up with new updates --

Core Publisher Sprint Review: 

You may need to merge terms for several reasons. 

When your archived content is first imported onto your site, you may have duplicate Categories on your site. On the other hand, once you have been publishing content on your Core Publisher site for awhile, you may want to merge Categories to better align with your digital strategy.