Introduction: This article examines the role of the ombudsman in ensuring journalistic quality and in handling complaints from active readers. Method: The study is based on the qualitative and quantitative analysis of about two hundred articles published in nine international newspapers of recognised trajectory. Results and conclusions: There is a variety of work styles among ombudsmen, based on the issues they address the most, the way they collect readers" complaints, and the way they frame their answers to active readers. The ombudsman acts more as a diplomatic figure that moderates the debate and becomes a valid interlocutor for readers than as a role capable of guaranteeing the effective compliance with journalistic quality criteria and of questioning the editorial decisions of news media.

Cómo citar este artículo / Referencia normalizadaEsta investigación analiza el papel de los defensores de los lectores (ombudsman) a la hora de velar por la calidad periodística y responder a las quejas de los lectores activos. Metodología: Para ello se han analizado cerca de doscientos artículos publicados en nueve diarios internacionales de reconocida trayectoria, entre 2014 y 2015, partiendo de una metodología cualitativa y cuantitativa. Resultados y conclusiones: El artículo muestra la variedad de modelos de actuación de los ombudsman, tanto por las temáticas a las que dedican atención como por la forma de recoger las reclamaciones o de argumentar sus respuestas a los lectores activos. El ombudsman se erige antes como una figura de perfil diplomático que modera el debate o se convierte en interlocutor de los lectores que como un rol capaz de garantizar el cumplimiento efectivo de los criterios de calidad o de cuestionar las decisiones editoriales del medio.[EN] Introduction: This article examines the role of the ombudsman in ensuring journalistic quality and dealing with complaints from active readers. Methodology: Based on a qualitative and quantitative methodology, about two hundred articles published in nine international newspapers of recognized trajectory have been analyzed. Results and conclusions: The study shows a variety of models of performance, both for the topics they focus on, as well as how they present or justify the answers to active readers. The ombudsman is shown more as playing a diplomatic role that moderate the debate or become a valid interlocutor with the readers rather than a guarantee to ensure the effective compliance with the journalistic quality criteria or to question the editorial decisions.Revista Latina de Comunicación Social # 071 -Páginas 1.344 a 1.364Investigación Financiada |