Alicia Shepard goes to work every day knowing she could get a phone call or an email from any one of 20-million NPR listeners. As NPR ombudsman, Shepard does her best to respond. As liaison between NPR and its audience, she makes her own assessment about complaints which sometimes puts her at odds with reporters and producers. It all happens in the interest of ensuring journalism that's both accurate and balanced. Does it make the broadcasts more credible to you?