This study sought to understand the role of online comments—particularly uncivil ones—in journalists’ routines. In-depth interviews with 34 journalists reveal they are becoming more comfortable with online comments and often engage with commenters to foster deliberative discussions or quell incivility. However, our data also suggest some journalists feel discomfort with engaging in this way for fear it breaches the journalistic norm of objectivity. Overall, findings suggest journalists are not ceding their gatekeeping role to the public through comments, but rather re-asserting it through moderating objectionable comments and engaging. In addition, findings suggest journalists are participating in “reciprocal journalism” by fostering mutually beneficial connections with the audience.
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