Story Stories
A First Class Character
How ITV
pushed the envelope with a character-driven post office drama.
«You won't find a better example of the power
of storytelling versus factual reporting than ITV's Mr Bates vs The Post Office. The
drama took just 276 minutes to achieve what years of investigative journalism had failed
to do - get the British public to care deeply about a scandal involving faulty computer
software. Not the sexiest subject ever. So how did the story succeed where journalism
failed?»
Matthew Wheeler
50 Pictures Founder
Over 10 million viewers in the UK tuned in for the
series finale of Mr Bates vs The Post Office in January 2024. Within days, more than a
million of those people had signed a petition demanding justice for wronged post office
branch managers. Suddenly, after years of inaction, the government moved faster than an
Amazon Prime delivery, rushing through new legislation to help clear those wrongly
convicted.
For those not familiar with the scandal, here's the postcard version:
Starting in 1999 and continuing for almost two decades, post office branch managers all over the UK were accused of theft and false accounting. More than 700 were prosecuted. But the false accounting was down to faulty software in the Post Office's centralised computer accounting system, making it look like money had gone missing. When vast numbers of the accused pointed out that the problem had to be an issue with the software, rather than any illegal activity on their part, they were sacked, forced to repay the often huge "losses", and some, including a pregnant woman, were sent to jail.
Many of the accused went bankrupt, lost their homes and their marriages, and suffered severe ongoing problems with their mental health.
It was a massive scandal, but Mr Bates vs The Post Office didn't break it. All this stuff was known long before the ITV story came along. Investigative journalists had been exposing the truth about it since 2011. The BBC's Panorama even conducted a major investigation in 2015.
But none of this reporting sparked the surge of public anger that flowed when Mr Bates vs The Post Office hit the TV screens.
For those not familiar with the scandal, here's the postcard version:
Starting in 1999 and continuing for almost two decades, post office branch managers all over the UK were accused of theft and false accounting. More than 700 were prosecuted. But the false accounting was down to faulty software in the Post Office's centralised computer accounting system, making it look like money had gone missing. When vast numbers of the accused pointed out that the problem had to be an issue with the software, rather than any illegal activity on their part, they were sacked, forced to repay the often huge "losses", and some, including a pregnant woman, were sent to jail.
Many of the accused went bankrupt, lost their homes and their marriages, and suffered severe ongoing problems with their mental health.
It was a massive scandal, but Mr Bates vs The Post Office didn't break it. All this stuff was known long before the ITV story came along. Investigative journalists had been exposing the truth about it since 2011. The BBC's Panorama even conducted a major investigation in 2015.
But none of this reporting sparked the surge of public anger that flowed when Mr Bates vs The Post Office hit the TV screens.
The reason? Well, maybe it's all
down to the difference between fact-based news reporting and character-driven
storytelling.
If they want to keep their jobs, investigative journalists need to place a high value on facts. The more facts there are - as there were in this case, with hundreds of examples of people wrongly accused - the stronger their story, as far as a journalist is concerned.
But facts are not the drivers of compelling stories. An engrossing story is personal, engaging, singular, and, most importantly, driven by a central character. A motivated person who we can root for as they struggle against the odds.
If they want to keep their jobs, investigative journalists need to place a high value on facts. The more facts there are - as there were in this case, with hundreds of examples of people wrongly accused - the stronger their story, as far as a journalist is concerned.
But facts are not the drivers of compelling stories. An engrossing story is personal, engaging, singular, and, most importantly, driven by a central character. A motivated person who we can root for as they struggle against the odds.
A Character We Care About
Instead of leading with facts
about software glitches and accounting errors, Mr Bates vs The Post Office gave us
Alan Bates, a relatable everyday bloke whose life is turned upside down by a
faceless corporation.
When he tells a police officer that "Post Office Ltd is stealing my livelihood, shop, my job, my home, my life savings, my good name," we're hooked. We've all felt powerless, small, and shat upon by some big institution at some point in our lives, and been thoroughly pissed off when we couldn't get anyone to listen to us or take us seriously.
What makes Mr Bates even more compelling is that he doubts himself. He flirts with giving up, and there are moments when throwing in the towel and moving on seems like the sensible choice. But a sense of injustice burns inside him - and we, the viewers, feel it too - and his determination grows with every setback.
When we watch Alan Bates in action, we see a version of ourselves we'd like to think exists somewhere within us - the heroic version that doesn't give up. And we ask ourselves, Would I do that? Would I have the guts and energy to continue?
As Alan battles on, we go with him. We have to. We want him to win, and we can't bear the thought that he - we - might not. We have to see this thing through.
When he tells a police officer that "Post Office Ltd is stealing my livelihood, shop, my job, my home, my life savings, my good name," we're hooked. We've all felt powerless, small, and shat upon by some big institution at some point in our lives, and been thoroughly pissed off when we couldn't get anyone to listen to us or take us seriously.
What makes Mr Bates even more compelling is that he doubts himself. He flirts with giving up, and there are moments when throwing in the towel and moving on seems like the sensible choice. But a sense of injustice burns inside him - and we, the viewers, feel it too - and his determination grows with every setback.
When we watch Alan Bates in action, we see a version of ourselves we'd like to think exists somewhere within us - the heroic version that doesn't give up. And we ask ourselves, Would I do that? Would I have the guts and energy to continue?
As Alan battles on, we go with him. We have to. We want him to win, and we can't bear the thought that he - we - might not. We have to see this thing through.
Where journalists investigating the
Horizon scandal had packed their reports with statistics, testimonies, and technical
details about the software system, Mr Bates vs The Post Office focused on emotion. The
human cost.
The facts weren't ignored - they were just given a face. Every statistic became a story, every piece of evidence another personal journey, as Alan Bates led them all, Pied Piper-like, in their struggle for justice.
The facts weren't ignored - they were just given a face. Every statistic became a story, every piece of evidence another personal journey, as Alan Bates led them all, Pied Piper-like, in their struggle for justice.
While a journalist tots up facts and evidence to put
a report together, a storyteller focuses on just two main things:
- a character with a strong desire for something;
- and a challenging obstacle between that character and their goal.
In Mr Bates vs The Post Office, the title alone tells us we have both of these essential elements.
It's David vs Goliath. With stamps. And, just as flawed and imperfect stamps become highly prized and collectable because they tell a story, it's the flawed and imperfect heroes in our lives who give real value and strength to a story.
Perfect, flawless heroes don't engage us. It's the Alan Bateses of this world - determined but doubting, strong-willed but struggling - people like you and me, in other words - who make us care enough not just to watch but to engage, react, and take action.
- a character with a strong desire for something;
- and a challenging obstacle between that character and their goal.
In Mr Bates vs The Post Office, the title alone tells us we have both of these essential elements.
It's David vs Goliath. With stamps. And, just as flawed and imperfect stamps become highly prized and collectable because they tell a story, it's the flawed and imperfect heroes in our lives who give real value and strength to a story.
Perfect, flawless heroes don't engage us. It's the Alan Bateses of this world - determined but doubting, strong-willed but struggling - people like you and me, in other words - who make us care enough not just to watch but to engage, react, and take action.
Takeaway Tip: Face Your Facts
Next time you need to share lots of information or data, or explain a complex innovation, strip things back and focus on the faces behind the facts. Find your Alan Bates - that relatable character whose journey embodies your story.
In a world drowning in information, it's the human stories that make people lean forward and pay attention.
Matthew Wheeler is a 50 Pictures StoryFINDER and
StoryTELLER
All Mr Bates vs The Post Office photos are copyright ITV.com.