On the Right of Communication and the Public’s News Complaints: Case Studies of the Apple Daily, Liberty Times, United Daily News and China Times

Abstract

This research conducted in-depth interviews with people filing complaints (direct complainants), consumer protection officers (indirect complainants), corporate public relations managers (defendants), reporters (media), and chief editors (media) in order to explore and analyze the differences between each of the four major newspapers with regards to the handling and processing of complaint-based news. This research discovered that people in the twenty-first century, because of the Internet and new technological tools, are accustomed to, via Internet-connected mobile phones, expressing their basic human rights through the complaint channels of the four major newspapers. In return, the news media achieves the maintenance and protection of basic human rights by continuously reporting civic complaint news.

本研究探析國內四家主要報紙如何處理「投訴新聞」及其處理過程之流變，採深度訪談法分以「投訴民眾」（直接投訴者）、「消保官」（間接投訴者）、「企業公關」（被訴者）以及「記者」、「守門主管」（媒介）等為訪談對象，發現民眾已因網路及新科技工具發達而可透過智慧型手機直接上網，藉由四大報紙之投訴管道發表言論爭取基本人權。而新聞媒介亦因不斷報導民眾投訴新聞故能完成基本傳播人權之維護與保障，與傳統新聞報導透過一般消息來源採集訊息之方式殊有不同。