The Newspaper Ombudsman and Consumer Complaints: An Empirical Assessment

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Abstract
This paper reports the results of a survey of 282 clients of Sound Off, a Canadian newspaper ombudsman. The data suggest that the newspaper ombudsman works best as a communication “facilitator” but is less effective as a dispute “mediator.” Furthermore, this service was found to be of least benefit to the socially advantaged who appear to use it to pursue more difficult problems. Nevertheless, 73 percent of the respondents indicated that they would use this “action line” service again if the need arose.

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