Kirk LaPointe
Kirk LaPointe

The Office of the Ombudsman

Notes from the Ombudsman

Reviews released and under way (Wednesday, Feb 22, 2012)

Since my last post two findings have been released and one review has been launched.

The first finding involved a complaint about an interview on CBC Radio's The Sunday Edition concerning a plant closure in Ontario. The complainant asserted the interview was biased, but I did not find a violation of CBC Journalistic Standards and Practices. The interview subject had expertise and praised and criticized organized labour. CBC policy also permits perspectives to be presented over a reasonable time across its platforms.

The second finding involved a complaint that a commentator should not have been a guest on a CBC News Network program because of his views on the Middle East. He was misidentified as a CBC journalist in the broadcast and online, which was a violation of policy, but that was quickly corrected and the interview itself did not violate journalistic policy. The guest had expertise and his comments were not unfair.

I have agreed to conduct a review of a complaint about a report on CBC Television's The National concerning a report on tanning beds.

Reviews released and under way (Thursday, Feb 9, 2012)

Since my last post I have released five findings and launched two new reviews.

The first finding involved a complaint CBC Television reports on The National concerning the shooting of Gabrielle Giffords, the member of Congress, in which six died and 19 were wounded. There was an error in the initial report, but correct information was later carried, and the analytical nature of the reports was within CBC journalistic policy.

The second finding concerned a complaint that video footage was not used by CBC News from the MV Mavi Marmara, the Canadian-owned ship that was part of a 2010 flotilla headed for the Gaza, during and following the boarding of the ship by Israeli soldiers. I did not find a violation of policy and noted the limited role in reviewing such complaints about day-to-day decision-making.

The third finding involved a complaint about a CBC.ca page that provided background on the issue of assisted suicide. I did not find a violation of policy concerning the use of language or the fairness of the online journalism.

The fourth finding concerned a complaint about language on a CBC Radio program. I did not find a violation of policy but noted the importance of exercising restraint in broadcast.

The fifth finding involved a complaint about the accuracy and fairness of a CBC Radio Ottawa report and CBC.ca story on a robotics competition. I did not find a violation of policy, but there was room for improvement.

Two reviews have been launched in recent days. The first involves a complaint about a commentator on the CBC News Network. The second concerned the fairness of a CBC Radio report on a labour dispute.

CBC News response to finding (Tuesday, Jan 31, 2012)

Jennifer McGuire, the editor in chief of CBC News, has today issued a statement on my recent finding involving the organization's Victoria legislative reporter.

Her statement and reader comments are at:

http://www.cbc.ca/news/canada/british-columbia/story/2012/01/31/f-vp-mcguire-ombudsman-bc-legislature.html

Reviews released and under way (Monday, Jan 30, 2012)

In the last week I have released three findings and agreed to conduct two reviews.

The first finding concerned a complaint that Early Edition, a CBC Radio British Columbia program, did not accurately describe a report calling for reforms to anti-drug laws. I did not find a violation of CBC Journalistic Standards and Practices.

The second finding concerned a CBC Television report on The National involving charges against four Conservative Party officials related to the Elections Act. I found there was an inaccuracy in the report, thus a violation of policy, and that correct information was later provided.

The third finding arose from a complaint about an interview on CBC Radio's The Current about the tone and content of an interview with Nur Chowdhury, convicted in absentia in connection with the 1975 assassination of the president of Bangladesh. I did not find a violation of journalistic policy.

I have agreed to launch two reviews. The first concerns a complaint about language use and the second concerns coverage of a robotics event.

Reviews released and under way (Monday, Jan 23, 2012)

Since my last post I have released five findings and launched six reviews.

Findings are typically posted a day or two after they have been distributed simultaneously to the complainant and to CBC News. A few days later they are Tweeted and noted on Facebook and other social media.

The first finding concerned a CBC Radio Quirks & Quarks segment on an impending international conference on climate change in Durban, South Africa. I did not find a violation of CBC Journalistic Standards and Practices.

The second finding involved a CBC.ca analysis on a International Nuclear Energy Agency report on Iran's nuclear program. I did not find a violation of policy.

The third finding concerned a request to "unpublish" a story from CBC.ca. I did not find a violation of policy but indicated the issue is worth a wider examination because it raises significant issues.

The fourth review involved a complaint about CBC.ca news coverage of changes to the Tim Horton's restaurant chain menu and ambience. I did not find a violation of journalistic policy.

The fifth review concerned a complaint of conflict-of-interest involving a CBC News reporter. I concluded there was a violation of journalistic standards and practices, but in keeping with this Office's mandate, left any personnel matter for CBC to resolve.

I have agreed to conduct six reviews.

The first involves a complaint about terminology used on a CBC Radio British Columbia program in a segment concerning a coalition's call for reforms to anti-drug laws.

The second concerns a complaint about the fairness of the tone in a CBC Radio interview.

The third involves a complaint about a CBC Television segment on Elections Act charges against four Conservative Party officials.

The fourth concerns a complaint about a CBC.ca analysis on American politics in the wake of the shooting of a Congresswoman.

The fifth involves a complaint that CBC News did not carry a widely available video from the Mavi Marmara ship that was part of a 2010 international flotilla headed for the Gaza.

The sixth concerns a complaint about the fairness of a CBC.ca page on assisted suicide.

Reviews released and under way (Friday, Jan 6, 2012)

Since my last post I've released two reviews and launched two others.

The first review concerned a CBC Television documentary, Scout's Honour, seen on the fifth estate in October.

The central complaint was that the program did not make a clear distinction between Scouts Canada and the Boy Scouts of America. I did not find a violation of CBC Journalistic Standards and Practices, although I agreed with CBC News that the program could have repeated information about the distinction between the two organizations more often through the program.

The second review involved CBC News' coverage of 9-1-1 distress calls made by Toronto Mayor Rob Ford in October when a CBC Television satirical program, This Hour Has 22 Minutes, confronted him in his residential driveway.

I could not conclude anything about the accuracy of CBC's journalism on the content of the calls because there has been no authoritative transcript or tape released to prove or disprove the anonymous sources for CBC's report. I found no violation of CBC Journalistic Standards and Practices in the use of such sources, in the way CBC reported on the incident, on subsequent statements, or in the general coverage of Ford's term in office.

I am conducting two new reviews, one concerning a complaint about a perceived conflict of interest involving a CBC journalist and another concerning CBC coverage of a restaurant chain.

Four reviews released, new reviews under way (Friday, Dec 23, 2011)

Since my last post I have released four reviews and started four others.

All of the reviews concerned Middle East coverage.

The first review involved a CBC.ca analysis by Neil Macdonald, CBC's Senior Washington Correspondent, on a United Nations tribunal into the killing of the prime minisiter of Lebanon. I found no violation of CBC Journalistic Standards and Practices.

The second review involved a CBC Radio Nova Scotia interview segment involving a Canadian participant in a scheduled flotilla into the Gaza Strip. I found it violated CBC Journalistic Standards and Practices, but that CBC responded properly in scheduling another segment to provide a different perspective a couple of weeks later.

The third review involved a CBC Television report on the impending flotilla into the Gaza Strip. While the item might have benefited from more background, it did not violate journalistic policy and CBC provided several stories with a range of perspectives on the issue.

The fourth review involved a CBC.ca essay by Neil Macdonald, CBC's Senior Washington Correspondent, on Middle East politics. The article did not violate journalistic policy but should have been labeled by CBC.ca as an analysis.

I have four new reviews under way.

The first involves a complaint about a CBC Television documentary, Scout's Honour, concerning sexual abuse by Scout leaders in Canada and the United States. The second involves a CBC Radio Quirks & Quarks segment on climate change. The third involves CBC.ca articles and headlines on Iran. The fourth involves a request by someone to unpublish an online story about her.

New design, reviews released and under way (Wednesday, Dec 7, 2011)

Our website has undergone a redesign with several changes in emphasis.

Most important, the complaint forms and the findings (this Office's input and output) are more promimently displayed. It is easier, too, to comment on posts and findings. There are new resources, blog posts, and a frequently-asked-questions feature, along with information on the mandate, jurisdiction and public complaint process.

Many thanks to the digital operations team for its leadership in the redesign.

Since my last post I've released three findings and started two reviews.

The first review involved the CBC Radio British Columbia broadcast of a portion of a 911 distress call. I did not find a violation of CBC Journalistic Standards and Practices but agreed with CBC News that more could have been done to alert listeners to the graphic content they were about to hear.

The second review concerned headlines online at CBC.ca. The complainant felt they demonstrated bias. I did not find a violation of CBC Journalistic Standards and Practices.

The third review involved a complaint that an individual's commentaries were not being used any longer on CBC Radio Newfoundland and Labrador's The Fisheries Broadcast. The complainant felt the host was expressing an opinion and the program's Fishline segment featuring community views was imbalanced. I did not find a violation of journalistic policy.

I have agreed to conduct two reviews.

The first involves a Radio-Canada television report on a police shooting of a dog. I am conducting this review because the new Radio-Canada ombudsman was in his previous role connected with the unit that produced the journalism in this case, so he has recused himself from reviewing the matter.

The second involves CBC online, radio and television reports concerning 911 distress calls made by Toronto mayor Rob Ford.

Two reviews released, others under way (Tuesday, Nov 29, 2011)

Since my last post I have released two reviews and launched seven others.

The first review concerned a September 5 report on CBC Television's The National on the impact of the 9/11 attacks on the economy of Yarmouth, Nova Scotia. I did not find a violation of CBC Journalistic Standards and Practices, given the expertise that supported the story's premise.

The second review concerned a July 8 report on CBC Television's The National on the so-called Liberation Treatment for multiple sclerosis. I did not find a violation of CBC Journalistic Standards and Practices and concluded that CBC had no other choice, in the absence of peer-reviewed science supporting the treatment, but to outline the treatment's risks.

When complainants to CBC News are dissatisfied with the response, they can ask for a review of their concerns to determine if CBC news and information content fulfilled the Journalistic Standards and Practices policy.

I have launched seven such reviews in recent days, including: four filed by the HonestReporting Canada organization about various CBC Television and Radio reports on Middle East issues; one on the graphic nature of a 911 call aired last year on CBC Radio Vancouver following the death of a five-year-old girl; one on headlines in recent weeks on CBCNews.ca; and one on a recent CBC Radio's Fisheries Broadcast.

Annual report, management response, reviews released (Thursday, Nov 24, 2011)

This week at the CBC board of directors meeting in Montreal, the annual reports of the CBC and Radio-Canada ombudsmen were presented, along with the responses from the CBC and Radio-Canada news organizations.

The CBC Ombudsman annual report reflects the findings from public complaints in the fiscal year ending March 31, 2011, and it includes my first reviews starting last November and the final reviews from my predecessor, Vince Carlin, who retired at the end of 2010. The CBC News response addresses the report.

The Radio-Canada Ombudsman report reflects the work of Julie Miville-Dechene, who left in July; a new Ombudsman, Pierre Tourangeau, this month assumed the role.

The annual report outlines the volume and nature of the complaints. The complaint total doubled year over year, but two-thirds of them concerned two issues. There were 62 reviews in the year.

In the report I suggested four areas for refinement of policy: documentary financing, online public comments, scope of the policy, and conflict of interest. In its response CBC News accepted the documentary suggestion and clarified the matter involving scope.

Since my last post three other reviews were released.

The first review involved a segment September 27 on CBC Radio's The Current involving a proposal to reopen an asbestos mine. While I did not find a violation of CBC Journalistic Standards and Practices, I found some room for improvement and noted the opportunity for future segments if the proposal proceeds.

The second review involved a segment October 4 on CBC Radio's The Current involving the "one-state solution" to territorial disputes between Israelis and Palestinians. I did not find a violation of policy and noted the program's ongoing commitment to exploring the issue.

The third review involved remarks September 19 on CBC News Network's The Lang & O'Leary Exchange. I did not find a violation of journalistic policy, although I noted there might have been a better choice of words.

Reviews released and under way (Wednesday, Nov 9, 2011)

Since my last post I have released one finding from a review and agreed to conduct four other reviews.

The new review involves a complaint about CBC Radio's The Current concerning the proposed revisions to the Diagnostic Statistical Manual of Mental Disorders, the central reference work for psychiatry.

The complainant felt the discussion was biased in not sufficiently questioning the value of psychiatry. I concluded there was no violation of Journalistic Standards and Practices and noted the commitment of the program to the wide-ranging issues of mental health.

I have agreed to conduct four other reviews.

The first involves a complaint that a discussion on CBC Radio's The Current about the one-state solution. The second concerns a discussion on asbestos on The Current. The third involves a report on CBC Television's The National on multiple sclerosis treatment. The fourth concerns remarks about labour organizations on CBC News Network's The Lang & O'Leary Exchange.

A new Radio-Canada ombudsman appointed (Tuesday, Nov 8, 2011)

Pierre Tourangeau, the senior director content, news and current affairs information for Radio-Canada, has been appointed its new Ombudsman. He assumes the role starting next Monday.

Tourangeau is a veteran Radio-Canada journalist with more than three decades of experience in media.

"For almost 20 years now, CBC/Radio-Canada has helped me succeed professionally, in part because people here apply the highest standards of journalistic ethics," Tourangeau said. "Those standards and principles have always guided me as a reporter, and I have asked nothing less of the journalists I've had the privilege of managing. Now, in representing the public's interests, I will ensure adherence to those values."

"Pierre brings close to 35 years of journalistic experience to the role of ombudsman, having worked in almost every area of media, including television, radio and print," said the CBC President, Hubert T. Lacroix, in announcing his appointment Tuesday. "His significant experience, professionalism, credibility and strategic thinking afford him the capacity to relate to the work of CBC/Radio-Canada's journalists, while also understanding the challenges faced by the Corporation."

Tourangeau replaces Julie Miville-Dechene, who left the position at the end of July to become the president of the Quebec Council for the Status of Women.

Reviews released and under way (Monday, Oct 31, 2011)

Since my last post I have released four findings and launched one review.

The first review concerned segments September 22 and 26 on CBC Radio's The Current on the proposal for Palestinian statehood.

The complainant felt that CBC showed bias in interviews conducted by host Anna Maria Tremonti by more aggressively interviewing certain parties involved on the issue. I concluded the contexts for those interviews necessitated a different line of questioning and that there had not been a violation of CBC Journalistic Standards and Practices.

The second review concerned Coach's Corner segments October 6, 8 and 15 on Hockey Night in Canada. The mandate of the CBC Ombudsman extends to general-interest programming when current, controversial issues are discussed.

The complainant objected to remarks made by Don Cherry about three former NHL players and on the changing nature of the game. I concluded there had been violations of CBC Journalistic Standards and Practices, but that Cherry was entitled to express his views on the game and that his on-air apology about inaccurate information was a textbook example of expressing remorse.

The third review concerned the identification October 10 of an expert on a report on CBC Television's The National.

The complainant objected to the label "labour analyst" being applied to a business professor. I concluded the label was relevant because of the professor's academic work in labour issues and public policy and that describing him this way was helpful to the audience in accordance with journalistic policy.

The fourth review concerned an image September 28 of the corpse of entertainer Michael Jackson on CBC News Morning on CBC News Network.

The complainant objected to the presence of the graphic image, which he found unnecessary and offensive. I concluded CBC should have provided an audience alert in one instance in which it featured the image, but that it had otherwise adequately informed the audience of the imminent presence of a relevant and newsworthy image from court testimony.

I have agreed to review a complaint involving a segment on psychiatry on the April 11 edition of CBC Radio's The Current.

Two reviews released on brain imagery and treatment of guest (Friday, Oct 14, 2011)

Since my last post I have completed two reviews, one on difficult televised images and one on a name-calling incident.

The first review concerned images October 4 to promote a documentary the next night on brain research on CBC Television's The National.

I found more could have been done in the promotional clip to alert the audience it was about to see a scientist handling a human brain. But I also concluded CBC responded well to a viewer's complaint in quickly acknowledging this and limiting the imagery in material associated with the documentary the following night. The special report itself went to great lengths to prepare the audience for the images.

The second review concerned remarks October 6 by co-host Kevin O'Leary on The Lang & O'Leary Exchange in an interview with journalist Chris Hedges.

I found the remarks violated CBC Journalistic Standards and Practices policy. While the program acted responsibly in quickly apologizing to Hedges, I concluded it would have better fulfilled the spirit of its policy by communicating its acknowledgment of error to the audience.

Review released and two reviews under way (Wednesday, Oct 12, 2011)

Since my last post I have released one review and launched two others.

The review concerned a segment on the CBC Radio program, The Current, on the dispute between the Canadian women's soccer team and the Canadian Soccer Association.

The complainant argued that the segment was biased and was pursuing an agenda. CBC Radio disagreed.

I concluded there was no violation of CBC Journalistic Standards and Practices but there was room for improvement in the segment to provide more context. I noted it would have been useful to follow the story when the dispute was resolved.

I have agreed to conduct two other reviews. One concerns imagery on a promotional clip for a pending special report on CBC Television's The National. One concerns segments on CBC Radio's The Current involving the quest for Palestinian statehood.

Two reviews of CBC Radio released (Friday, Sep 23, 2011)

Since my last post I've released two reviews concerning CBC Radio programming.

In the first review, I found a violation of CBC Journalistic Standards and Practices when CBC Radio Halifax read aloud an anonymous letter following earlier discussions on the traits of dog owners.

The letter was in poor taste and provided a platform for a personal attack on the prime minister. Its casual handling ran counter to policies that counsel restraint, consultation, and sensitivity in such instances. Its problems were compounded by its anonymity.

By the time I had started the second review, CBC Radio Ottawa had acknowledged in correspondence with the complainant that there had been valid concerns about a discussion on the cause of recent riots in England. CBC agreed that a guest had not been an expert on that matter and that his views could have been challenged.

I agreed more could have been done to fulfill policy, including a more timely follow-up to provide a more accurate context concerning the riots. But I found there were mitigating circumstances deserving of consideration in this case. Also, too much time had passed for an effective programming response. In the event of further news developments, I encouraged the program to present stronger journalism.

Ombudsman mandate review launched (Thursday, Sep 22, 2011)

CBC/Radio-Canada have launched a review of the mandate for their ombudsmen.

The review follows last year's update of CBC Journalistic Standards and Practices and deals specifically with the role of the ombudsmen in the current media landscape. The mandate has not been reviewed for several years.

CBC president Hubert T. Lacroix says social media and the Internet have changed the way in which the corporation does business, so "it's important that we understand new media's impact, either real or potential, on the mandate and role of our ombudsmen."

A panel will conduct the review, led by Jodi White, president of the Sydney House consultancy and a senior fellow of the Norman Patterson School of International Affairs and the Arthur Kroeger College of Public Affairs in Ottawa.

The panel comprises:

- Vince Carlin, the former CBC ombudsman.
- Peter Mansbridge, chief correspondent and host of CBC's The National.
- Genevieve Rossier, Radio-Canada's executive director of Internet and digital services.
- Pierre Trudel, the L.R. Wilson chair in information technology and e-commerce law at the University of Montreal.
- Christopher Waddell, an associate professor and the director of journalism and communication Carty chair in business and financial journalism at Carleton University in Ottawa.

It will interview industry experts, past and present ombudsmen, and CBC/Radio-Canada senior managers and journalists. The panel will research practices at other news organizations.

Its work will be completed later this fall and its report and recommendations will be presented to the CBC president and board for further consideration.

Review released and under way (Monday, Sep 12, 2011)

Since my last post I've released a review on a documentary on the Albertan oil sands project.

The complainant felt the two-hour CBC Television program unfairly portrayed the environmental impact of the project, depended on research that was not strong, and excluded information and resources that might have told a more balanced story.

I found the study upon which the documentary focused to be newsworthy and valid and that the program made considerable effort (if in many cases unsuccessfully) to provide a range of viewpoints. CBC reported on the study accurately.

That being said, as a documentary it had greater latitude than would a news report to argue a point of view, and CBC had greater latitude to provide the range of views over a longer term.

I encouraged continued focus on the issue and a strong online resource on the associated themes.

I did not find a violation of CBC Journalistic Standards and Practices.

I have launched a new review arising from concerns involving a CBC Halifax radio program.

New review released (Thursday, Sep 8, 2011)

I've released a new review concerning a CBC Radio program in late June. Sunday Edition looked back at the police handling of demonstrations at the G20 gathering of world leaders one year earlier in Toronto.

The complainant said the segments on the program were anti-police and not balanced.

I did not find a violation of CBC Journalistic Standards and Practices. I concluded the focus of the program segments were sound.

I found it regrettable that police and political officials would not participate in the program, but that host Michael Enright was fair-minded in his interview questioning. The other segments on the program were fairly constructed.

But I also acknowledged that it is difficult for consumers to accept the concept of balance that permits CBC to provide a range of views on controversial issues over a period of time. Their expectations and disappointment can undermine their confience in even a conscientious news organization.

Reviews released and under way (Wednesday, Aug 31, 2011)

Since my last post I have reviewed three complaints and agreed to review one.

The first review concerned information superimposed in a banner at the bottom of the screen on a CBC News Network program, The Lang & O'Leary Exchange. I did not find a violation of CBC Journalistic Standards and Practices.

The second review involved a CBC New Brunswick television report about reaction to a citizens' group's change in policy about hydro-fracking in the province. I did not find a violation of policy but did find room for improvement in the reporting technique. A significant element of the story is in dispute. I suggested the story be posted online if CBC News is content it remains accurate, or that it be pursued if CBC feels it needs to be clarified.

The third review concerned a CBC News Network segment about the Six-Day War. The network had acknowledged error but not run a correction. I did not find a violation of policy, which permits CBC News to decide if and when corrections run. But I suggested that CBC at least correct in its broadcasts information it had agreed in correspondence had been in error, in keeping with the spirit of its policy.

In recent days I have also agreed to conduct a review of a complaint about a CBC Radio broadcast on protests at last year's G20 summit in Canada.

Reviews released and started (Tuesday, Aug 16, 2011)

Since I've last posted, two reviews have been completed and three have been started.

As for the reviews: One review examined a complaint there was bias in an interview of author and activist Alice Walker on CBC Radio's The Current. While I did not find a violation of CBC Journalistic Standards and Practices, I did note room for improvement.

A second review examined a complaint of the characterization of Norwegian alleged mass murder Anders Behring Breivik as a Christian fundamentalist. While new information about Breivik has since emerged to refine the characterization, I found CBC worked within its standards and practices by attributing the characterization properly in the absence of its ability to gain information independently.

I have started three reviews in recent days: one concerns a CBC Television documentary on the Albertan oil sands, another involves a program's superimposed description of federal Opposition Leader Jack Layton, and a third examines the accuracy and fairness of a New Brunswick report on a citizens' group.

And a postscript to my last note about Julie Miville-Dechene, who left her role as Radio-Canada Ombudsman at the end of July. She has taken up her new post as head of the Quebec Council for the Status of Women. We wish her great success.

Radio-Canada ombudsman leaving post (Tuesday, Jul 26, 2011)

My Radio-Canada counterpart, Julie Miville-Dechene, has decided to leave her post July 31 to pursue a role outside of media.

The Radio-Canada story on her departure is here.

Julie has been the Ombudsman for Radio-Canada for four years. CBC President Hubert T. Lacroix praised her passion and effort to modernize the office and bring it greater visibility. He particularly noted the public's confidence in the office during her term.

Julie has been with Radio-Canada for more than 25 years, including roles as a reporter and correspondent in Montreal, Ottawa, Toronto and Washington.

An internal and external search is under way for her successor.

Reviews released (Friday, Jul 15, 2011)

I've released two reviews since my last post

The first review involved a complaint about a CBC Radio British Columbia discussion on the morning after the Stanley Cup final's seventh game. The discussion included commentator Don Cherry.

I did not find a violation of CBC Journalistic Standards and Practices concerning his observations on the riot, but suggested other remarks were not reflective of CBC values and that the radio host might have done more to temper their impact.

The second review involved a complaint concerning a lack of coverage of the invitation-only Bilderberg conference, held this year in St. Moritz, Switzerland. Several Canadians attended, but media were prevented from covering the event or any of its discussions.

I did not find a violation of CBC Journalistic Standards and Practices and affirmed the independence of CBC News to make its decisions about allocating resources. Only in exceptional circumstances --- a significant theme that is clearly ignored or disproportionately covered --- might there be a cause for the Ombudsman's office to review the matter of editorial choices involving the allocation of resources. Rather, the review process is principally designed to assess the performance against the published standards.

Reviews released (Tuesday, Jul 12, 2011)

Since my last post I have completed and released three reviews.

One review concerned a complaint that a story had not been updated following an Israeli army investigation that concluded a Palestinian woman had died under different circumstances than originally reported. I did not find a violation of CBC Journalistic Standards and Practices, but concluded there was room for improvement in updating the story without compromising programming standards.

A second review concerned a complaint that CBC Television did not include a cautionary notice from the federal auditor-general about a leaked version of a report from her office about G20 expenditures. I did not find a violation of standards and practices but concluded there was room for improvement in including the information.

A third review concerned a complaint there was a conflict of interest involving a journalist whose brother was a candidate in the federal election. I did not find a violation of standards and practices but concluded CBC needed to refine its policy in this area.

New reviews released and under way (Wednesday, Jun 29, 2011)

In recent days I have released two reviews and agreed to conduct two others.

The first review involved complaints about the Vote Compass survey featured at CBC.ca during the federal election campaign. I did not find a violation of CBC Journalistic Standards and Practices.

The second review involved a complaint about how Osama bin Laden was described. I did not find a violation of CBC Journalistic Standards and Practices.

I have agreed to review two complaints: One involves the lack of coverage of an event and another involves on-air remarks by a commentator.

New reviews conducted and launched (Monday, Jun 20, 2011)

Since my last post I have released two reviews and agreed to conduct three others.

The first review concerned a complaint that harsh language was used by co-host Kevin O'Leary to describe what shareholders should do about the performance of a business executive. I acknowledged that the terms in the business world are at times uncomfortable, but I did not find a violation of CBC Journalistic Standards and Practices.

The second review concerned a complaint about the accuracy of a crowd estimate at a rally. I acknowledged how such concerns carry with them hypothesized motives when there appears to be an underestimated crowd, but I did not find a violation of CBC Journalistic Standards and Practices.

I have agreed to review three complaints. One involves a concern about the appearance of a journalistic conflict of interest. One involves a complaint that story information was not updated in a timely way. One involves a complaint about the accuracy of information on Osama bin Laden.

There are a half-dozen reviews under way.

New reviews released and undertaken (Thursday, Jun 2, 2011)

I want to make note of two new reviews released since my last post.

One review concerned specific wording in a television report about the 2008 political cooperation arrangement among opposition parties. I did not find a violation of CBC Journalistic Standards and Practices, but did find room for improvement in the report.

A second review concerned remarks in a television report from Libya. I did not find a violation of CBC Journalistic Standards and Practices.

I have agreed to conduct two reviews, one concerning a television report on a leaked draft of the federal auditor general's report on G8 expenses and another concerning reports on the crowd size at a rally.

New reviews released and undertaken (Tuesday, May 24, 2011)

Since my last post I have released two reviews and agreed to conduct two more.

One review involved an interview on CBC Radio Quirks & Quarks with a nuclear safety expert. I did not find any violation of CBC Journalistic Standards and Practices concerning bias in the interview.

A second review involved a television news script on the CBC Charlottetown Compass program concerning a provincial loan to a cookware company formerly run by a Liberal candidate in the federal election. I did not find any violation of CBC Journalistic Standards and Practices.

I have agreed to conduct two reviews, one involving a reporter's depiction of a news conference featuring the prime minister and another involving a co-host's on-air remarks.

Another review is completed and will be released in the next few days, while another six are backlogged.

Some thoughts from the ombudsman conference (Wednesday, May 18, 2011)

More than 40 ombudsmen from around the world met this week in Montreal. I Tweeted some of the ideas emerging from the panels, but wanted to summarize them and other reflections in this post.

The Organization of News Ombudsmen comprises senior scholars, former news executives and experienced journalists. Some are branded ombudsmen, while other are called public editors or reader representatives.

All see their roles as the independent public representative to ensure standards are maintained and even raised at the organizations they scrutinize. Some work in newsrooms, others (like me) work in other parts of an organization's building, and a few work offsite or from home.

if there is a groupthink, it is in the belief in the value of preserving and even enhancing high standards, traditionally grounded in principles of accuracy, fairness and integrity. The three CBC/Radio-Canada speakers at the conference --- Radio-Canada executive VP Sylvain Lafrance, Radio-Canada news chief Alain Saulnier, and CBC News executive editor Esther Enkin --- all spoke of the need of ever-vigilant effort on high standards.

Many ombudsmen adopt new technology to engage the public, although some worry that technology is taking the focus away from content in many newsrooms. While there wasn't a tone of resignation about diminished standards one often sees these days at a journalism-related conference, there was a general sense of a hard struggle afoot at news organizations as they cope with pressures exerted by technology, economics and public expectations.

Some of the guest speakers proposed ideas: Canadian Senator Hugh Segal suggested ombudsmen be more involved in setting standards and preventing problems, while author and journalist Craig Silverman proposed more public involvement in fact-checking.

A few themes emerged:

1. Organizations like WikiLeaks and large-scale leaks of data are going to be more common and news organizations are going to benefit in collaborating with them, but there will be challenges to ensure standards of verification and fairness hold.

2. Journalists are finding it challenging to adhere to demands of impartiality while developing social media presences that call for personable, engaged activity.

3. The public is more forceful, and in some cases more pointed, in its scrutiny of media, and ombudsmen must remain independent in order for the public to trust them.

4. The effectiveness of ombudsmen depends on a shared commitment to high quality in a news organization and the willingness of an organization to listen to the public representative and accept the role's independence. A retiring Swedish ombudsman put it thus: "You can't be the company man. The public must feel you are on its side."

Many at the conference noted that ombudsmen not only augment an organization's reputation for public accountability and accessibility, but save newsrooms in many cases from costly legal challenges. One of the plans for the Organization of News Ombudsmen is to document the economic advantages of having an internal, independent ombudsman.

New reviews released (Friday, May 13, 2011)

Since the last post I have released four reviews.

In the first review, I examined a CBC Radio documentary on The Current on a wind energy project in Ontario. I did not find a violation of CBC Journalistic Standards and Practices and accepted that the framework of the documentary could not include thorough scientific and environmental review of the project. I noted The Current had followed the documentary days later with an interview with some of this context.

In the second review, I examined a CBC.ca story on criminal charges against a physician whose military background was included in the coverage. While I did not find a violation of policy, I did find room for improvement in the story's emphasis.

In the third review, I examined a CBC Television episode of Marketplace and its examination of homeopathy. I did not find a violation of policy, although I noted that one element might not have contributed positively to the investigative work of the program.

In the fourth review, I examined CBC Television coverage of a dispute involving a beauty pageant contestant with the national contest's organizer. I did not find a violation of policy and left to CBC News any decision it might make about following the story as it develops.

Two reviews should be released in the next few days. A half-dozen remain in the queue.

New reviews released and started (Tuesday, May 3, 2011)

Since my last post I've released three reviews and agreed to conduct one.

In the first review, I examined a complaint that a CBC Radio host had not sufficiently pursued a line of questioning during a panel discussion on privacy. I found no violation of CBC Journalistic Standards and Practices in the discussion and noted that it is outside of an ombudsman's mandate to look at the editorial path discussions take.

In the second review, I examined a complaint that CBC News had not given sufficient weight to the impact of political comments about Canada's bid for a seat on the United Nations Security Council. I found no violation of CBC Journalistic Standards and Practices.

In the third review, I examined a complaint that CBC had misused the term "exclusive" in its programming on a report by CBC Newfoundland and Labrador. I found no violation of CBC Journalistic Standards and Practices in the report and no improper use of the term.

I have agreed to review a complaint about a column on CBC.ca concerning plans by federal opposition parties in 2004 on political cooperation.

I expect another review to be released in the next few days. There are nine reviews in the queue. A backlog of reviews has been cleared and I am now dealing with more current matters.

New reviews released and started (Friday, Apr 29, 2011)

Since my last post I've reviewed three complaints and agreed to review four new ones.

In the first review, I found there had been a conflict of interest when a local artist was appointed as a regular reporter on arts to CBC Radio in Ottawa.

But I also found the conflicts were not deliberate; they arose from a lack of understanding about the concept journalistically. I noted that she had never sought personal advantage in her reporting, that measures had since been taken to educate the contributor on conflict policy, and that she had since performed professionally.

In the second review, I found that CBC could have more swiftly fulfilled its journalistic policy in correcting an error made by a contributor to the Power & Politics program on the CBC News Network. A correction was made recently and the program apologized for the time it had taken.

In the third review, I found no violation of CBC Journalistic Standards and Practices in local and national television reports from British Columbia on the rating system by the Better Business Bureau of moving companies. The complainant was not a significant element in the story, but treatment of his concerns was fair and accurate in any event.

I have agreed to review four new complaints. They concern: a television report from Libya; the VoteCompass online questionnaire; a television report concerning remarks made about a possible political coalition; and a television report on the degree of earlier federal political party cooperation.

Four more reviews are due to be released in coming days. There are nine in the queue.

How public complaints are handled (Tuesday, Apr 26, 2011)

As the old television jingle said: Letters, we get letters, stacks and stacks of letters.

Mainly these days those letters arrive electronically, a few thousand each year to the inbox at ombudsman@cbc.ca. I'm surprised now when one arrives hand-delivered.

Every message (well, every message within civil bounds) gets a response, but there are different approaches that lead to different outcomes.

Three new reviews released (Monday, Apr 18, 2011)

Since my last post I have completed three reviews.

The first review involved three complaints concerning co-host Kevin O'Leary of The Lang & O'Leary Exchange, one on a remark, a second on promotional commercials, and a third on a conflict-of-interest disclosure on the program. I did not find any violation of CBC Journalistic Standards and Practices. I examined the innovative practices of CBC in ensuring standards are met when non-CBC staff are in prominent on-air roles.

The second review involved a complaint of bias in CBC Radio's coverage of the 2007 Venezuelan referendum campaign. I did not find a violation of journalistic standards and practices.

The third review involved a complaint that CBC was not using the terms "terrorists" and "terrorism" to describe violent attacks against Israelis. I did not find a violation of journalistic standards and practices.

New reviews and business (Tuesday, Apr 12, 2011)

Since my last blog entry I've released three reviews and agreed to conduct three others.

In the first review, I found the need for refinement of CBC Journalistic Standards and Practices policy on point-of-view documentaries to give programmers the discretion to broadcast journalistically sound productions that have financing from advocacy groups. I did not consider it in the public interest to cite CBC for a violation of policy.

In the second review, I found no violation of standards and practices concerning CBC Television's handling of the income trust issue.

In the third review, I found a violation of standards and practices for not directly correcting a statement concerning a CBC Radio report on a Royal Society of Canada study on the health impact of oil sands development.

I have agreed to review a complaint on a CBC Radio program's reporting on nuclear reactor safety, a complaint on conflict-of-interest declarations by a CBC co-host, and a complaint on CBC's reporting on a provincial loan in Prince Edward Island to a company with a connection to a Liberal electoral candidate.

I intend to release another two or three reviews in the coming week and have 12 in the queue.

The consortium decision on the leaders' election debates (Thursday, Mar 31, 2011)

In 2006, the CBC and Radio-Canada ombudsmen concluded that excluding the Green Party from the televised leaders' debate had not violated CBC/Radio-Canada Journalistic Standards and Practices.

They argued that the press must have freedom to make choices, but urged news programmers to examine the terms of participation "in light of changing formats, as well as the evolving social and political environment."

CBC/Radio-Canada Journalistic Standards and Practices policy today would not alter that 2006 review, so I have decided not to conduct another one, even with hundreds of complaints to this Office in the last few days.

The federal election and new reviews (Monday, Mar 28, 2011)

With so much on the line, elections test a news organization's ability to meet public expectation. CBC's role as a public broadcaster is particularly scrutinized.

To assess performance against standards, I've appointed three independent panels to review elements of CBC election coverage online and on television and radio. The five-member panels will gauge coverage for its accuracy, fairness, balance and integrity in the context of CBC Journalistic Standards and Practices.

Their presence isn't a new approach, by any means. Previous ombudsmen have appointed panels each federal election, in keeping with a mandate that permits outside advice on certain issues from time to time.

Updates and new business (Monday, Mar 14, 2011)

Since my last post I've released three reviews and agreed to review a new complaint.

One review involved a complaint about CBC Radio coverage of Israeli attacks last May on a flotilla bound for Gaza. I did not find any violation of CBC Journalistic Standards and Practices.

A second review involved a complaint about CBC Radio coverage of the conviction of former Israeli president Moshe Katsav. I did not find any violation of CBC Journalistic Standards and Practices.

A third review involved a complaint about a CBC Television documentary on the Bush Administration and the Iraq invasion. I did not find any violation of CBC Journalistic Standards and Practices.

I have agreed to review a complaint that CBC exaggerated its claim about journalistic exclusivity in its programming.

There are about a dozen files under review.All reviews are posted one day after they are released to the relevant complainants and programmers.

Some comments about comments (Monday, Mar 7, 2011)

CBCNews.ca relaunched a couple of weekends ago with a new design and several feature changes. I've been taking in emails regularly since, almost all of them on one topic: Its approach to online comments.

Handling online comments is challenging. News organizations want to nurture conversations, but it doesn't take much for discussion threads to degenerate. And even though the newsroom doesn't create the content, substandard discussions can have an impact on an organization's reputation and image.

To minimize harm and maximize quality, CBC News is taking a position many others take: It's limiting the number of stories that permit comments and continuing to screen them before they appear.

So the door isn't fully open. It's a bit of a screen door. Watch your step as you enter.

Reviews and new business (Thursday, Mar 3, 2011)

I've released two reviews in recent days.
The first involved complaints from three separate parties on a CBC Television report on a tailings pond in Alberta. I found that CBC performed a public service in raising the issue. Its initial stories would have benefited from comment from the company operating the pond and its online headline was not supported.
The second involved offensive remarks on a CBC Television program. I found that the effort to apologize to date has not sufficed.
I have agreed to review two complaints, one involving the description of an accused and the other involving remarks directed at labour unions.

Some new reviews and other business (Friday, Feb 25, 2011)

Since my last post I've released three reviews and agreed to conduct two others.

I've reviewed a complaint about a CBC Television report on federal policy on warning labels on cigarette packages. I concluded the report did not meet CBC Journalistic Standards and Practices in two instances.

I've reviewed a complaint about a CBC Radio report on the resumption of Middle East peace talks. I concluded the report did not violate CBC Journalistic Standards and Practices.

I've reviewed a complaint about how a correction was handled on CBC Television concerning the investigation into Israeli shelling. I concluded the handling did not violate CBC Journalistic Standards and Practices.

I've agreed to review a complaint about a CBC Radio Sunday Edition panel on privacy and to review a complaint about a CBC Television report on Canada's failure to secure a seat on the United Nations Security Council.

Notes on new business (Thursday, Feb 17, 2011)

I've released three reviews and started two since the last posting.

One concerned a CBC Radio Sunday Edition townhall on aboriginal issues. The complaint focused on the balance of the discussion and on the perception that one participant wasn't given ample airspace. I found that CBC upheld its Journalistic Standards and Practices.

A second looked at a CBC Television Fifth Estate personal essay on child sexual abuse in the Antigonish region of Nova Scotia. The complaint focused on the mixture of facts and opinions and whether the documentary was balanced. I found that CBC upheld its Journalistic Standards and Practices, but I acknowledged that online comments about the documentary (not part of my mandate) weren't contributing to civil discussion about the issues.

And a third examined CBC Television's Remembrance Day coverage. The complaint focused on the commentary of the host. I found that CBC upheld its Journalistic Standards and Practices.

These, and all other reviews, are posted on the Ombudsman website a day after they're released to the complainant and to programmers.

I've agreed to review a complaint from a member of the public about language use on a CBC Television program and another from a moving company about a story concerning business practices.

I have about a dozen reviews under way. I expect two reviews to be completed in the next two or three days.

New reviews and findings (Friday, Feb 4, 2011)

A few notes about new activities:

Today I've released findings on a complaint about the booking of a prominent guest on a topic about which her credentials were less well-known. The complaint raises an interesting question: Can prominent advocacy on one issue make it more difficult to discuss another issue?

I've agreed to review a complaint that an objectionable term was spoken on a CBC program. More specifically, the review will look at how CBC dealt with the complaint when it was raised.

I've agreed to review a complaint about the qualities of a radio documentary on wind power.

And I've agreed to review a complaint about the qualities of a television documentary on the Palestinian village of Budrus.

Keeping track of complaints (Wednesday, Feb 2, 2011)

I'm introducing another form of transparency into the process of handling public complaints. It involves making note on this blog and on Twitter (@cbcombudsman) of any reviews I've agreed to conduct.
I'll disclose this information very soon after alerting both the complainant and CBC programmers. I'll outline very broadly (and briefly) the nature of the complaint. In keeping with a recent change to policy, I'll also identify the complainant.

Before you ask (Thursday, Jan 20, 2011)

In the early going as CBC Ombudsman I'm finding one of the frustrations among people complaining is the time it takes to resolve disputes --- weeks, months, several months even.
Far be it from anyone to defend delays, but it might be helpful to explain more about the process and to outline how I hope to make it more transparent in the time ahead.

Transparency for the public, too (Wednesday, Jan 12, 2011)

I'm making a small change in the process of complaints. In future, I'll generally identify those making them.
To date many complainants' identities were kept confidential. Only the identities of prominent complainants and of organizational complainants were made public.

On the matter of complaints (Thursday, Jan 6, 2011)

There will be much to discuss on this blog. As I start the term as CBC Ombudsman, slowly the publicness will unfurl. But to begin I thought I'd provide a bit of a user's guide to complaints.
The Ombudsman's role has many parts. Mainly it assesses through reviews of public concerns how well CBC's news and information content fulfills stated standards. As a public institution with an intrinsic mission of service, CBC recognizes a special responsibility to be the country's most accessible and accountable news organization.
The complaint process is relatively simple. If someone writes to CBC that it has not met its journalistic standards, those concerns are drawn to the attention of news programmers. If they cannot satisfy the complainant, I can be asked (at ombudsman@cbc.ca) to review the dispute. (In rare cases, I can examine practices and standards proactively.)
Reviews involve an examination of content, correspondence about it and, in many cases, further interviews about its production or about the concerns. The reviews deal with whether the journalism --- essentially, what was created and how --- was faithful to those standards.
Once reviews are completed and shared with complainants, they're posted online. By the way, the policy is not to identify individual complainants unless they are prominent or represent organizations. (I'd be interested in your views on this.)
Like other organizational ombudsmen, this job doesn't make managerial decisions or demands. When reviews suggest room for improvement, they depend on an accepting culture to respond. The good news is that, year after year, annual reports from the CBC and Radio-Canada ombudsmen tout a mutually respecting environment.
It's encouraging that Canadians care sufficiently to complain seriously and even more encouraging that programmers typically address their concerns with thoughtful responses. As I see it in starting the job, there is a healthy dialogue to reach appropriate resolutions of differences. Only a very small fraction of the correspondence ever leads to a review.
Further on that issue: CBC tries to answer even the most detailed concerns within weeks (they're asked to respond within 20 working days) and my objective is to conduct a review swiftly if one's needed after that. It's clear from the correspondence to my office, though, that the length of the review process can be frustrating. In this age of easy access, it will be a challenge to meet the public expectation of timeliness.
As part of this early-inkling post, it's useful to note how some prominent elements are out of bounds for these complaints and have different policies and processes applying to them.
For instance, a number of emails coming my way concern online public comments. My role is to review CBC's journalism, not the public's comments. Unless CBC integrates those comments into its reporting, they are not part of my purview.
The office reviews CBC's employees and only rarely deals with contracted contributors (other policies and processes apply to them).
And the role deals only with CBC news and information content, not sports or arts programming --- unless there are segments that are journalistic in nature.
Introductory generalities aside, in the time ahead we'll get to some specific issues. Your comments are welcome.

Administrivia (Wednesday, Dec 15, 2010)

As I get started on the blog, I'm adding some features to it.

I've added a list of relevant links to the site and welcome your suggestions on others to add.

We've placed an RSS subscription icon adjacent to the blog for those who want to be alerted to posts. Each post will be Tweeted to the followers of the cbcombudsman account.

Also coming will be hyperlinks from the reviews (there is a small backlog of non-hyperlinked ones to go before I start) to help readers view the CBC source material discussed, when possible.

Several have suggested a Facebook Fan Page or a full Facebook presence for the Office of the Ombudsman. The CBC site is ad-free, at least for the time being, so it would be inconsistent to extend the presence of the site into an ad-laden environment.

Securing the public trust (Friday, Dec 10, 2010)

I live in the West, worked most of my life in central Canada, and my family comes from the Maritimes. I have experienced CBC as a citizen, employer and competitor.

I've come back to CBC, where I was a day-one host on Newsworld, after 15 years in newspaper, broadcast, news service and online newsrooms and classrooms. During that time I've managed major news organizations, taught journalism at the University of British Columbia, and focused on such areas as digital and social media, journalism ethics, diversity and freedom of information.