By Isaac Sagala
A highly sensational story pitting a radio presenter against a fan went viral late last year. On the spotlight was Radio Maisha presenter Ann Njogu confronting a fan live on air for allegedly making consistent, derogatory remarks about the Mombasa Road-based media house. The seemingly unfettered fan attempts to react and is cut off before making any contribution on the live show.
In a short video clip that circulated online, the radio presenter receives a call from one Darius and responds:
“You are still here? Stop disrespecting people, okay? Otherwise, we’ll let the company deal with you as a fan. Don’t go that route, my brother, you have wronged us.” Darius asks why but Njogu disconnects.
This is just one random incident in the largely undocumented interaction between radio presenters and particularly difficult callers in live shows. It is not unusual to stumble upon serial callers, same people who call different radio stations on live shows and contribute to diverse topics. Some of these callers are reasonable, entertaining and pleasant to listen to; others can be insipid, unrelenting and difficult.
Callers come in different complexions, tones and shades; they are the life of interactive programmes. They boost the morale of presenters and popular shows improve station ratings. The audience are a gold mine of ideas. However, if not handled professionally, the same callers can get media houses into deep trouble based on utterances made on live shows, fodder for a slander suit.
Once a radio presenter ups the faders in the studio to give the caller the platform, they have no idea what will be said and can only hope it will be a session of decorum.
Handling difficult callers requires professionalism. In extreme cases, the call can be dropped. Interactive radio programmes need to have strict protocols and guidelines about how fans conduct themselves during live call-ins. Disclaimers can suffice if need be.
Guidelines against making unverified claims should be laid down by individual media houses, and presenters need to challenge callers about this. The right of reply for someone not on the call being mentioned should also be emphasised. An apology in the event of a caller who goes overboard should do.
Radio stations need to invest in delay software, that briefly suspends aired content on radio broadcasts to mitigate profanity, inappropriate and inciteful statements.
