
News organizations’ default response to criticism is to circle the wagons.
“We stand by our story!” is a stirring thing to say, and sometimes it’s even the right thing. But in the web world of 2010, where everyone has a public platform, ignoring critics can also squander a news outlet’s credibility and alienate its audience.
The basic premise of MediaBugs — which I laid out in this video — is that news organizations can begin winning back the public trust they have lost by engaging civilly, in public, with people who criticize them about specific errors. Whoever is right in the end, and whether the newsroom decides to run a correction or not, the editors are better off explaining their thinking than slamming the door on dialogue.
For an example of precisely the wrong way of handling legitimate questions about coverage, consider the controversy over a recent Bloomberg opinion poll.
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