Washington Post Publisher Katharine Weymouth announced Friday that the newspaper would not appoint a new ombudsman, because “The world has changed, and we at The Post must change with it.”
The paper will instead appoint a “reader representative” to answer communications from readers. “We know that media writers inside and outside The Post will continue to hold us accountable for what we write, as will our readers, in letters to the editor and online comments on Post articles,” Weymouth wrote.
How’d that go over?
The new job “sounds like a customer relations person,” NPR Ombudsman Edward Schumacher-Matos writes.
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As often as not, I disagree with complaints. But by taking them seriously, even those made by advocates, I find that it disarms the critics, or at the very least wins their appreciation.