Building Trust Through Human Connection in Journalism – FREE READ

By: Jessica DeWeese | jessica@newsblues.com

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For decades, journalists have defined their craft with core principles like factuality, impartiality, and public service, which have become foundational to the profession.

Dutch media scholar Mark Deuze even described these as the “occupational ideology of journalism.” However, while journalists consistently value these ideals, the public they serve might see things differently.

A recent study led by Chilean scholars Claudia Mellado and Constanza Gajardo asked both journalists and audiences in Chile to share their views on what makes good journalism, reports NeimanLab.

The findings revealed a gap: journalists prioritized objectivity, independence, and accuracy, while audiences placed greater value on personal connection, empathy, and clear, relatable communication.

As one participant put it, “A journalist has to be very approachable…empathetic, a person very open to listening.”

Mellado and Gajardo believe that these differing views on good journalism highlight a valuable combination. While traditional values ensure precision and integrity, the audience’s preference for empathy adds relatability and trust to reporting. But why the disconnect?

The study pointed to three possible reasons. First, journalists often feel pressure to protect their profession from becoming too opinion-driven, fearing that audiences prefer advocacy over neutrality.

Second, many in the field see audiences through a metrics-driven lens rather than as participants in a shared mission. And third, journalists often feel the public doesn’t fully understand what their work entails.

To overcome this divide, Mellado and Gajardo recommend journalists go beyond a utilitarian view of the audience, acknowledging them as genuine partners in storytelling.

They argue that this deeper alignment “must stem not only from conviction but also from a place of honesty,” fostering trust that can strengthen journalism’s role in society.