Every now and then, readers get in touch with journalists to complain about their work via email, social media, the comment section or in person.
If this happens, it is important not to lose your temper or sound defensive - but that is easier said than done. Joy Mayer, director of the Trusting News project, offers 10 tips on what to say and how to say it to maintain a trusting relationship with your reader.
"Leave people feeling glad they reached out," one tip read. "If they missed some previous coverage or don’t understand something about your work, don't chastise or scold them. Don't make them regret getting in touch."