Reader's Ombudsman - Newspaper's interest in school lies solely in its innovative approach

Published on Sunday 11 May 2008 21:42

ONE of the fundamental reasons for creating an ombudsman and this column was to answer readers' complaints and comments openly and honestly.

Reader Ian Taylor believes, and he will not be alone, that newspapers conceal their true motives from their readers. To an extent I can understand that view. The newspaper industry has not done itself any favours, but one of the principles behind this column is to work to redress that.

Mr Taylor has asked very direct questions about this paper's relationship with a particular Edinburgh school and my role as "Readers' Ombudsman". Mr Taylor's view is that we carried two articles recently concerning St George's School which were not worthy of inclusion on their news merits.

"Are we allowed to ask the ombudsman just what the connection is between St George's and The Scotsman?" he wrote.

"Former pupils on the staff? Editor's children at the school? A controlling financial interest in The Scotsman? String pulling somewhere. And is the ombudsman allowed to tell?"

Yes, I can tell. The connection between St George's and The Scotsman is the same relationship that we have with many, many schools. We are interested in education and St George's is an innovative and proactive school and we keep in touch as we do with many others.

I am not aware of any former pupils on the staff, there are certainly none among the senior executives. Nor do any of the senior executives, including the editor, have children at the school. There is no influence being exerted or strings being pulled.

Mr Taylor then raises some interesting points about he role of an ombudsman in a newspaper.

"What did The Scotsman intend by borrowing the 'ombudsman' idea – were they trying to attach the perception of impartiality, authority, of listening to the powerless etc? Was it a way of deflecting complaints that might otherwise have gone to the Press Complaints people? Did they deal with all complaints, or pick and choose? Did the ombudsman have the power to order offending editors to mend their ways? I guess we'll never know."

I'm keen to let you know. The role of ombudsman was created to improve the dialogue between the paper and its readers, make it easier for readers to complain and know that it was taken seriously.

We have no wish to deflect complaints away from the PCC, readers are perfectly entitled to approach them if they do not want to approach us in the first instance, and we work with them to come to a resolution. We have not been adjudicated against for some years.

I deal with or am aware of all complaints, but how they are dealt with, i.e. in a letter, in a phone call, in a published letter, in this column, can vary.

And no, I cannot order the editor to mend his ways. If I think the paper was wrong I let him know, sometimes even in print. It would be foolish to establish an ombudsman and then fail to respond to the improved flow of communication from readers. Because of this, I hope readers, especially Mr Taylor, can have increased confidence in our integrity and our willingness to listen.