An old editor told me once: always pick up the phone, but never apologize until you mean it.
As a beat reporter, you’re going to get feedback from sources—sometimes praise, often critique. That’s a good thing. Sometimes we’re wrong, and hearing feedback helps us correct the record. Our goal is to get it right. But sometimes, the anger directed at reporters isn’t about errors or issues that require action. It’s about emotions, misunderstandings, or disagreements.
(I’ve written in the past about correction requests)
The key is to navigate these moments in a way that strengthens your relationship with the community, builds trust, and reinforces your credibility. Here’s how to respond effectively:
1. Don’t Take It Personally
When a source criticizes your work, it can sting. But remember, the fact that they’re talking to you at all is a sign of trust. A source who criticizes is often the same source who will share sensitive or valuable information later. Take pride in the fact that they care enough to reach out. No feedback is bad feedback.
2. Listen, Even If You Disagree
Not all feedback is valid, and some of it will be nonsense. But instead of shutting it down or assuming you know better, listen with an open mind. By hearing people out—even when you disagree—you show that you value their perspective. This can turn skeptics into allies over time.
3. Engage Politely and Stay Professional
When responding to an angry source:
- Acknowledge their feedback. For example, “Thanks for sharing this perspective. I hadn’t considered that angle, and I appreciate you bringing it up.”
- Explain your reasoning. Defend your decisions when necessary, but do so respectfully. For instance, “Here’s why I made the decision I did, but I understand why it might have come across differently.”
- Leave the door open. End by inviting further feedback or stories. Something like, “I always appreciate hearing from you—please keep me in the loop about anything coming up news-wise.”
4. Turn Criticism Into Opportunity
The best community reporters turn moments of tension into opportunities to strengthen relationships. If a source feels strongly enough to share critical feedback, they likely care about your work and your role in the community. Lean into that.
For example: After receiving tough feedback, you might follow up with, “Thanks again for your candor. I value hearing this kind of honest input, and I’ll keep it in mind moving forward. By the way, are you attending [community event]? If so, let’s connect there.”
5. Know When to Escalate
If a situation becomes too heated or complex to handle alone, involve your editor. But more often than not, these moments of feedback are where great community reporting happens—when you take someone unsure about you and turn them into your biggest fan.
The best beat reporters thrive in these moments. They listen without over-apologizing, engage without defensiveness, and stay focused on the work. That’s how trust is built, story by story, conversation by conversation.