Silverman, author of Regret The Error and a fledgling expert on how news organizations can create best practices, notes the decline of the role of ombudsmen in journalism. Silverman spoke last week in Montreal at the annual Organization of News Ombudsmen conference and came away wondering how the role can be modernized.
His five basics:
1. Persist with a blog. The conference found some were using social media, but not many.
2. Curate the conversation. Silverman advocates summarizing what people are saying about stories, not just an ombudsman's work in reviewing practices.
3. Make things public. He suggests a mailbag-style posting regularly on the blog to be more of the public face of response to an organization's journalism.
4. Report like an ombudsman and journalist. Keep statistics, spot trends, report on it all.
5. Share your skills. Silverman sees this most helpful in the area of sharing how to deal with public complaints.