‘Are you being served?’ Public service media: audience conceptions of value in UK critical media infrastructure

Public Service Media (PSM) faces existential challenges to its relevance and sustainability in the digital age. This article reports on audience focus group attitudes to the notion of PSM as a component of national infrastructure. The research finds audiences derive considerable individual and societal value from PSM. This includes as a source of trustworthy news in times of national crisis, and against the threat posed by ‘fake news’, but also extends to positive contributions drama and comedy content make to national life. However, the findings reveal a disconnect between the value articulated by respondents and views on the sustainability of PSM. From this, two main arguments are advanced. At a theoretical level, a new model of public value is required that accounts for the infrastructural role played by PSM. At a practical level, UK PSMs must become more effective in demonstrating and communicating their value and unique contribution to public life.