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Life as readers’ editor: ‘Nothing escapes the readership’s attention’

Can you explain what your role is?

The readers’ editor has lengthy terms of reference, but in essence this person is a bridge between the readers and editorial – listening to feedback, answering queries, dealing with complaints, and hopefully providing some illumination in both directions. The role has always reported directly to the Scott Trust, rather than the editor, to give that necessary independence.

What does a typical day look like for you and your team?

One person starts at around 8am, triaging the inbox and allocating cases across our small team. As we begin our research and investigations – contacting journalists or perhaps seeking further information from the readers – more cases are landing all the time, so there has to be an continual assessment of priorities.

If required, we make corrections or other amendments to online content and – unless it’s a trivial error of spelling or grammar, or other agreed exception – add a footnote to explain that a change has been made. As far as sensibly possible, the Guardian and Observer have a policy of “no invisible mending”.

In the early afternoon we prepare the corrections and clarifications column for the next day’s paper (likewise on a Friday for Sunday’s Observer) and continue with complaints work until early evening in the UK – although occasionally we’re here late to accommodate discussions in other time zones. Some matters are resolved within minutes, others need extensive investigation. With 24-hour publishing, the inbox rarely sleeps … but eventually we must!

How many emails, letters and calls do you receive in a week?

The number of individual emails is not the best metric as often there are many exchanges about a single issue. But in terms of new “cases” (anything from reports of simple language errors to major complaints under the editorial code, and with a large amount of feedback in between) we receive many hundreds a week across the Guardian and Observer. We get additional inquiries that are not matters for the readers’ editor (such as press releases, article pitches, questions about moderation or deliveries), but we try to be helpful and point people in the right direction.

Only a handful of contacts come by phone or post these days but it’s always a pleasure to receive a handwritten letter with a stamp on it (apologies – these are taking a little longer to reach us owing to remote working during the pandemic).

A person holding up the Guardian to read it, shot from over their shoulder; in the background is a table with a pot of tea and another copy of the paper on it
The Guardian has had a readers’ editor since 1997. Photograph: Matt Cardy/Getty Images

Do you work across all territories?

Yes, we cover Guardian US, Guardian Australia and the Guardian in the UK, although as lockdown started eight weeks after I arrived, I’ve sadly been unable to work “from” any other territory than the UK so far!

For how long has the Guardian had a readers’ editor?

The role was created in 1997 and very much developed by its first incumbent, Ian Mayes, who held the post for 10 years and in fact invented the title “readers’ editor”. Each successive “RE” has shaped it, bringing their own skills and adapting to the changing media landscape. I started in January 2020 as Guardian readers’ editor number five (and number three for the Observer, the roles having merged in 2018).

Do all newspapers have a readers’ editor?

A readers’ editor – or “public editor” as the role is more often known in North America – is still a relatively rare thing. It would be great to see more. Many of us belong to the international Organisation of News Ombudsmen, which has a membership of about 50 reader representatives and standards editors globally.

News organisations hold people to account every day and it is vital as a matter of fairness and trust that people should be able to do the same in return. Most newspapers operate a system for the proper handling of complaints, and some have corrections desks, but appointing someone exclusively to represent the full range of reader concerns from a position of “internal independence” is one of the things that makes a readers’ editor different.

When it comes to complaints, I have found journalists usually very willing to help correct where there’s been a fault, but sitting halfway between the reader and newsroom means I’m free to “call it” for either side on those knottier issues. Any complainant who’s unhappy with my decision on a case that engages the editorial code can appeal to GNM’s external review panel.

Do you have any say in what we publish?

No. It’s important the readers’ editor and team preserve a firewall between pre- and post-publication decisions, not least because we could otherwise find ourselves adjudicating on complaints about content in which we’d had a hand.

Can you tell us about your ‘Open Door’ column?

Open Door is a chance to ventilate – no pun intended – questions or issues raised by readers that are hopefully of wider interest. It’s a place where readers’ voices can be amplified.

What have you learned in the job so far?

That nothing escapes the avid attention of a Guardian reader somewhere in the world. That readers still want to speak directly to us in ever-increasing numbers. And whether they come in rage or praise, with humour or stony faces, their input ultimately makes the Guardian better. Although it’s not possible to reply to every comment, we do respond to as many people as possible. But I can’t emphasise enough that just because an email doesn’t result in immediate action does not mean it won’t prove valuable. Sometimes, issues raised by readers unfold over time, and may, after reflection, influence journalism down the line.

What are the trickiest problems you have had to navigate?

Although complaints can be very technical or complex, it’s usually not the ones concerning some demon statistics that are most sleep-depriving. Obviously I can’t give details, but it takes a special kind of care when we hear from people who are directly affected by a story or where highly sensitive issues are involved. I’m lucky to have a great team.

What do you most enjoy about the job?

I’d say there’s a satisfaction in resolving problems, particularly those that at first appear intractable. Then there’s the opportunity to engage personally with readers; something that, despite the global nature of the role, often reminds me of early days on local newspapers. Finally, the variety and the learning: every day, readers and journalists tell me things I didn’t know, which is wonderful given that I’ve been a reader and a journalist for more than 30 years.

You can get in touch with the readers’ editor here