Analysis: Gordon Brown's telephone call to Jacqui Janes

As Norman Smith said on BBC Radio 4's Today programme, there are certain encounters between politicians and "real people" that grip the public imagination.

One came when Diana Gould interrogated Margaret Thatcher over the sinking of the Belgrano. Another happened when Sharron Storer harangued Tony Blair about cancer services outside a hospital during the 2001 general election.

Gordon Brown's 13-minute telephone conversation with Jacqui Janes, the mother who complained about the letter he sent her following the death of her son in Afghanistan, is likely to achieve the same status.

The Sun has published a full transcript, and it is also playing a recording of the conversation on its website.

I've just heard it, and it's uncomfortable listening because this was a difficult conversation for both parties. But, apart from the voyeuristic interest in listening to a private conversation, are there any other reasons to think that it matters? Yes – and I can think of five.

1. Janes argues very powerfully that Brown has underfunded the army

Janes says her sons are "fifth generation infantry" and she clearly knows a great deal about the military.

She suggests her son would still be alive if the army was better resourced and, at least twice in the conversation, she suggests Brown is personally to blame. Here's one key exchange:

JJ: Many, many years ago, in 18-something, somebody said the biggest enemy of our army was our Treasury ... They were so right.
GB: I, I ...
JJ: Even to this day ...
GB: I, I ...
JJ: Mr Brown, to this day, I know as a fact helping my sons buy equipment themselves before they go to war ...

And the other key exchange is this:

JJ: So where's all the money? You can save a bank. You can put seven whatever into saving a bank. Why not put it into the troops? We all know they are not going to be brought home and I am glad they are there to help.
GB: I'm sorry, Miss Janes ...

Service chiefs have been making these points for years. But few have been able to do so with the emotional punch deployed by Janes.

2. Brown can't admit when he makes a mistake

This is something people have been saying about the prime minister for some time, but the Janes conversation provides a particularly good example.

She accuses Brown of making 25 spelling mistakes in his letter. Brown (correctly) says his handwriting is bad, and apologises for that.

He says he spelt the name of Janes's son, Jamie, correctly – which, if you've seen the letter, I think you can accept.

But she also criticises him for addressing the letter to "Mrs James". The letter clearly does start "Dear Mrs James". But Brown won't admit he got it wrong. "I think I was trying to say Janes, as your right name," he says.

3. Brown is not particularly good at empathy

Any politician confronted with an angry widow would find it hard to emerge with much credit.

Brown clearly feels sorry for Janes, and his sympathy appears to be utterly genuine – but he does not convey this particularly well.

Listening to the conversation, I found myself wondering how Blair would have dealt with the call (Bill Clinton, of course, would have handled it brilliantly).

Brown might have emerged better if he had asked Janes to tell him more about her son, instead of just defending government policy.

4. Brown won't appeal for sympathy himself

As Sue Arnold writes in today's Guardian, Brown's handwriting is poor because he's partially disabled. Brown could have mentioned this to Janes, but he didn't.

And he knows, from his own experience, what it is like to suffer the loss of a child. But he doesn't mention this either. Many people will find such reticence admirable, although it probably makes it harder for him to defend himself.

5. Janes is in favour of the war

When public support for the war in Afghanistan is falling, it's worth pointing out that Janes is in favour.

"I do truly believe in my heart of hearts that the troops should be out there," she says. That should be some consolation to Brown, although I don't suppose it felt like that.

Brown is holding a press conference at 10am and this is bound to dominate. For more details, look for our live blog.