Getting the story right when you didn’t get it right

Today via Geekwire (and others) we’re hearing about how the radio show This American Life has issued a wholesale retraction of their story from January about factory working conditions at an Apple supplier in China. The full retraction is available on This American Life’s blog.

What’s interesting about this is how they’re handling the issue. News organizations make mistakes and issue retractions regularly: this isn’t a unique incident. But, as This American’s Life’s press release makes clear, this wasn’t just any story for them. This was a very big story for them.

To their credit, since they have to retract a big story, they’re doing so in a big way. They’ve essentially done a new story talking about how they got this wrong. They’re even doing a special broadcast just to focus on how they got this wrong. And, they’ve taken full and clear responsibility, apologized, and spoken openly about how this situation can impact the trust their audience puts in them.

A big mistake on a big story requires a big response to make it right. By handling this like they have, This American Life has not only taken steps that very effectively mitigate the harm of this incident, by being so open and upfront they’ve also taken steps to actively regain the trust that they acknowledge an incident like this can harm.

This is a model for how news organizations can effectively handle situations like this. They really should be commended.