Heh, if you really want to ge your blood pressure soaring, have a listen to the last edition of Radio 4's Feedback at
http://www.bbc.co.uk/iplayer/episode/b03kvd4z/Feedback_13_12_2013/
Full of the usual condescending "we are right and all the people who complain are wrong" response from "Head of the BBC Newsroom" Mary Hockaday.
Thanks for posting the link. However I took the trouble to listen to the interview and in my view it was nothing like the way you've described it. It also does not remotely match Paul Sidorczuk's description when he wrote
but a rather superior female Head of News patronisingly listened to the viewers comments on the Mandela coverage and then gave the usual..."Of course we listen to viewers views, but we know what is best for the hoi polloi to watch"...response
I realize Paul might not have been talking about the same programme, though I suspect the gist of what he was listening to would have been similar.
Mary defended the BBC's coverage by saying (I'm paraphrasing here) that it was a very significant historical event, that it attracted very high viewing/listening figures, that many people will have tuned in only briefly in order to hear about Mandela at different times, and that although they did receive complaints they also receive compliments/thanks for their extensive coverage. A few minutes later (when being challenged about Nigella Lawson coverage) she acknowledged that there is a conflict between the BBC's duty to broadcast what is in the public interest and the desire to broadcast what people want to hear - the two are often not the same thing.
You may or may not disagree with those points - and I still agree with you that he BBC got the level of coverage of Mandela badly wrong. But I perceived nothing condescending in her response.
I'd further point out that she was fairly rigourously challenged by the interviewer, who very directly questioned whether 'wall to wall' coverage was justified, and that some listeners letters were read out. How many other media outlets would do that? Could you imagine - say - the Mail or the Telegraph - running a story that consists of one of their own journalists challenging the editor, claiming that their own editorial team got it wrong, and putting that editor on the spot in public to justify their actions? The closest I can think of was when the Mail gave David Miliband the right to reply over their insults about his father, but that was seen as very unusual, and the Mail still made sure they gave more coverage to presenting their own point of view. If anything, the fact that this Feedback Program was broadcast in the way it was - not as a special thing but as a regular part of the programming schedule - shows that, far from being condescending, the BBC is light years ahead of most of the other media in terms of letting itself be challenged and letting other points of view be heard.