Complaints

Complaints form part of any editor's job.

For example, this week I've had:

An MP disagreeing with our political editor's interpretations of what they've said or stand for; relatives of subjects reported on in the newspaper telling us that their relatives wanted no publicity; accused telling us they want no-one in court when their case is heard; readers upset that we don't carry enough details about tomorrow's weather.

All, of course, are listened to intently and responded to within the day. Some are simple, some require diplomacy, others just a simple, honest response.

MPs? If you don't agree with our interpretation of your politics then our letters column is open and we will consider your contrary views for publication. We look forward to your letter.

Relatives? If a person is sane, coherent, living independently and of adult age then they are free to have their stories covered. Yes, even if you would prefer them not to. If they don't want to be reported on, having initially agreed, they need to tell us themselves... unless they've been fibbing about their age, sectioned or some other reasonable development has taken place.

In court? Then for goodness sake don't tell us not to be there, because if you do we will turn up anyway, even if we previously had no plans to do so!

Weather? We'll look at those details, sir, during our next product review, and we will seriously consider your suggestions. We can't change travel and other information panels every time readers write in or else we'd have no consistency, but we thank you for your views and will add them to others for product review next month.

The important thing, I feel, especially as a local editor, is to deal with as many complaints as you can yourself, and by phone if possible. Often, readers will be kncoked over with a feather duster that the editor has called them himself. We should. The readers are our audience and we need to respnd to their concerns.

They won't always agree with the response. That said, on other occasions they will be chuffed with deserved apologies (I expressed one unreservedly today). 90% of the time, they will be most pleased that someone has listened.

They bought the paper, on most occasions, and they deserve to be listened to.