Regret the Error

I previously wrote about MediaBugs, a Knight Foundation-funded project that I’m occasionally helping out as an unpaid advisor. It’s been up and running for a few weeks and the people running it — Scott Rosenberg and Mark Follman — are coming to grips with the challenge of finding the right person to listen to a request for correction.

Here’s an excerpt of a recent blog post from Rosenberg:

One of the early field results of the MediaBugs experiment is a simple one. It turns out that, in the case of many news organizations, including some pretty prominent ones, just figuring out how to tell the newsroom that there’s a problem requires persistence and stamina.

Consider this anonymous error report we received at MediaBugs a few days ago. It said that the Wall Street Journal, in a recent book review, had misspelled the name of the author being reviewed. The book is Mac McClelland’s For Us Surrender Is Out of the Question. The Journal spelled her name “McLelland.” (The publisher’s page listing the book, which I’ll take as an authoritative source, spells it with the extra “c.”) …

Rosenberg then spends several paragraphs detailing the process he undertook to pursue this correction. Imagine how many people would have abandoned their quest for correction after the first few minutes of trying. (Most of them, if you ask me.) Writes Rosenberg:

I went to these lengths because, right now, this is my work. But we shouldn’t have any illusions about normal members of the public. They won’t jump through these hoops. They will conclude — rightly or wrongly but very understandably, either way — that the newsroom doesn’t actually care about hearing about its mistakes.

Now here’s the beginning of a new post from Follman:

Recently a MediaBugs user reported that an Associated Press story had misidentified the “Seinfeld” character George Costanza as Jerry’s “neighbor” on the show. Eventually the AP’s west coast entertainment editor, Steve Loeper, responded to an inquiry about the matter, and the AP subsequently decided to publish a correction.

It was a positive outcome, but here’s the rub: Getting to it involved no less than contacting five different people, sending eight emails and making three phone calls — and it took more than three weeks to get a result.

I suspect the MediaBugs team will continue to encounter this kind of disorganization and lack of accountability. As Rosenberg wrote, “If we want to understand why people don’t trust the media, this might be a very good place to start.”

It also helps explain why the number of published corrections is tiny when compared with the actual number of errors.

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