ABC Listen app update slammed by Norman Swan

Prominent ABC radio host and medical expert Dr Norman Swan has criticised the national broadcaster’s “breathtaking incompetence” after an update to its radio and podcasting app disrupted services for some listeners.

Swan’s criticisms, shared in an internal staff email chain, came in late August after ABC received a number of complaints related to changes to the listen app.

While some app features were upgraded, several bugs were also identified that led to users’ personalised settings and favourite shows disappearing, and the “share” function being removed. In some cases, the app disappeared from devices, including from the digital interface Android Auto installed in many modern cars.

While some presenters and producers have shared their frustration privately, Swan responded to an all-staff email from Radio National manager Dina Rosendorff to voice his displeasure.

“All I can say, this is breathtaking incompetence in relation to our major gateway,” Swan said in response to Rosendorff’s update, where she directed staff to advise listeners they could search and reselect RN again as their favourite station. She also shared a list of the changes and glitches to help listeners.

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However, this response was not enough, according to Swan.

“When something like this happens and there’s no public accountability, morale drops and cynicism rises. The organization [sic] needs to look at the science behind complaints. They’re an iceberg. Ships founder on icebergs,” Swan said.

Swan’s said in his email he was not blaming Rosendorff, but was “just letting off steam”.