By blending investigative rigor with a commitment to public service, USA TODAY has once again showcased the impact of journalism. Editor-in-Chief Caren Bohan joined E&P Reports to discuss a remarkable story that began as a feel-good reunion and evolved into a layered investigation highlighting systemic issues and ethical complexities. Bohan shared insights on how the USA TODAY newsroom navigated the twists and turns of this compelling case while adhering to its mission of accountability journalism.
A heartwarming start: Amplifying public service journalism
The story began in May when an unidentified, nonverbal man was admitted to a Los Angeles hospital. USA TODAY’s initial coverage helped connect the dots, reuniting the man, identified as Tommy, with his sister, Marcela Nasseri, after 25 years. Bohan underscored the role of journalism in this reunion, stating, “We often talk at the USA TODAY Network about our service journalism… It’s giving people the information they need to lead their best lives.”
“The reporting’s impact was immediate, sparking a wave of media coverage and public interest. After seeing her brother’s photo in USA TODAY’s story, Nasseri confirmed his identity. The authorities confirmed it was him, and she was looking forward to a reunion,” Bohan recounted. This initial coverage highlighted journalism’s positive influence in bridging gaps and reuniting families.
Layers of complexity emerge
However, the feel-good narrative quickly took a darker turn. Further investigation revealed that Tommy was a registered sex offender, prompting new questions about the hospital’s and law enforcement’s processes. This revelation required a careful reevaluation of the story’s trajectory.
Bohan described the newsroom’s approach as methodical and sensitive. “We knew that we owed it to our readers to find out the answers to these questions,” she said, emphasizing the importance of accountability. This meant digging into gaps in systems used to identify missing persons, including why fingerprints and other advanced tools weren’t utilized earlier.
“The fact that it took months to identify this man… tells you something,” Bohan explained. “There are all these advanced tools, yet there are so many gaps in the system.”
Balancing accountability and empathy
The evolving story also tested the newsroom’s ability to balance ethical concerns with journalistic rigor. Bohan noted that sensitivity was crucial when dealing with the human aspects of the story. “This is a story about people at the end of the day,” she said. “We owe it to our readers to get those answers, but we also owe it to the people involved to be sensitive to their concerns.”
To ensure this balance, Bohan and her team leaned on what she calls “no surprises journalism.” This involved being transparent with sources, particularly when asking difficult questions, such as why the Lassen County Sheriff’s Office initially issued a laudatory press release about the reunion or how Nasseri planned to address the controversy surrounding her brother’s past.
Highlighting systemic gaps
The investigation exposed flaws in institutions’ handling of missing persons cases. The absence of fingerprinting and other identification tools underscored broader criminal justice and healthcare issues.
“Our job is accountability journalism,” Bohan said. “The fact that it wouldn’t have happened without our story is very revealing.” She added that journalism plays a vital role in advocating for systemic change by spotlighting such gaps.
The role of metrics and reader engagement
As the story gained traction, the newsroom also had to consider its impact on readers and engagement metrics. Bohan, a self-professed “metrics geek,” noted that reader behavior guides much of the newsroom’s decision-making.
“When a story resonates with readers, it’s not about chasing clickbait; it’s about understanding what they find compelling,” she explained. The story’s evolution demonstrated the audience’s appetite for deeper investigative coverage, prompting USA TODAY to “flood the zone” with resources to uncover every layer.
Lessons for the industry
Reflecting on the story, Bohan offered key takeaways for fellow news executives. First, she stressed the importance of letting public service guide reporting. “If a story raises more questions than it answers, you know readers feel the same way,” she said.
She also highlighted the need for a newsroom culture that balances empathy with journalistic rigor. Citing the example of USA TODAY reporters covering a school shooting in Georgia, Bohan praised their sensitivity and community engagement, which earned gratitude from grieving residents.
Finally, Bohan emphasized the value of persistence and curiosity. “You’ve got to stay with a story like this,” she said. “Let the chips fall where they may, but our job is to get the facts out there.”
A lasting impact
By amplifying a missing person”s case, exposing systemic flaws and navigating complex ethical terrain, USA TODAY demonstrated the power of journalism to inform, connect and hold institutions accountable. As Bohan aptly said, “Our service journalism isn’t just about giving people information; it’s about making a difference.”
In an era where trust in media is often questioned, stories like this underscore why journalism remains an essential pillar of society.
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