電視新聞從業人員面對網路負面回饋之情緒調適

The Emotion Regulation of TV Journalists Regarding Online Negative Feedback

陳韻涵(Chen Yun-Han)

指導教授 ： 黃葳威

國立政治大學/傳播學院/傳播學院傳播碩士學位學程/碩士(2020年)

https://doi.org/10.6814/NCCU202000810

摘要

電視新聞從業人員在網路時代除了遭遇勞動條件困境外，得面對網友透過網路檢視與評論採訪行為，接收負面回饋。本研究關注哪些情境造成網路負面回饋，探討電視新聞從業人員具備怎樣情緒調適能力，所任職的電視媒體是否給予相關協助。
本研究採深度訪談法，訪問十一位電視記者，研究發現有三：電視新聞記者查看網路回饋頻率並不高，多為尋找網路新聞素材、被告知進而關注網路留言回饋。以接觸YouTube、Facebook兩平台的網路留言最多，而YouTube、Facebook留言分為影片下方的留言區、直播影音中的聊天室兩種。第二，電視新聞從業人員查看網路回饋時較常關注負面訊息，受訪者提及九種負面回饋情境：採訪形式、直播現場記者提問、工作流程、開稿方向、電視台立場、報導題材、連線技巧、主播記者外型身材、甚至連採訪對象，都曾遭遇網友負面回饋與質疑，當中，曾遭遇網路霸凌的受訪者深刻分享採訪始末、遭網路霸凌時的情緒調適、身心狀況與最後心境上的釋懷。受訪者認為（1）網路回饋留言平台改變（2）網路蒐集電視新聞題材（3）新聞專業意理改變等因素，導致來自網路負面回饋越來越多。受訪者對於是否為網路霸凌看法不一，但皆能評估網路回饋是否有理、具建設性，倘若面對不理性惡意謾罵，電視新聞從業人員具備情緒調適能力來面對網路負面回饋，其處理方式主要以遠離、逃避最多，值得一提的是部分受訪者會透過匿名報導、拒絕在新聞中露臉，來迴避遭網友負面回饋。第三，受訪者皆表示電視新聞組織缺乏對於網路負面回饋之協助作為，建議電視媒體應擬定一套流程與提供法律幫助，因應來自網路的負面回饋，讓電視新聞從業人員工作時無後顧之憂。

關鍵字

電視新聞從業人員 ； 網路負面回饋 ； 網路霸凌 ； 情緒調適

並列摘要

In this Internet era, TV Journalists, apart from labor conditions issues, are confronted with negative feedback from netizens who review and comment interviews via the Internet. This study aims to identify what factors cause online negative feedback and investigates what emotional regulation abilities TV Journalists should have and whether the TV media they work with should provide relevant assistance.
With the in-depth interview method, this study interviewed eleven TV reporters and drew the following three findings. Firstly, TV reporters generally do not look into online feedback except the feedback providing news materials or when they are reminded. The top two platforms of online comments that are most viewed by TV reports are YouTube and Facebook, which provide two feedback areas, namely the comment area below videos and the chatbox in live videos. Secondly, TV news practitioners care more about negative information when viewing online feedback. The interviewees mentioned nine elements that may bring about negative feedback: interview form, question raising in live-streamed press conferences, work process, report writing directions, standpoints of TV stations, topics reported, reporting live skills, appearance and stature of anchors and reporters, and interviewees. Among them, the interviewees who experienced Internet bullying elaborately shared the beginning and end of the interviews that caused cyberbullying toward them, their emotional regulation during cyberbullying, physical and psychological status, and the final relief in mind. The interviewees believed that (1) the changes in online feedback comment platforms, (2) the collection of TV news topics via the Internet, and (3) the changes in news professional ideology are the factors that lead to increasing online negative feedback. Despite different opinions on whether or not this situation is cyberbullying, the interviewed TV news practitioners all had developed the ability to regulate their emotions to handle online negative feedback. Their handling methods were dominated by keeping away and evasion. Of note, there are also some interviewees who avoided netizens’ negative comments by reporting in an anonymous way or refusing to show their faces in the news. Thirdly, the interviewees all expressed that TV news organizations lacked assistance in protecting them from online negative feedback. They recommended that TV media develop a set of assistance procedures and provide legal assistance in response to online negative feedback, thus allowing TV Journalists to devote themselves to their work while having no worries behind.

並列關鍵字

Journalists ； TV Journalists ； Online negative feedback ； Cyberbullying ； Emotion regulation

參考文獻

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