本研究以內容分析法與深度訪談法，比較國內兩家提供民眾投訴管道之報紙媒體《自由時報》與《蘋果日報》，對於由民眾提供訊息後由記者報導之投訴新聞進行分析。研究目的在於經分析民眾投訴之新聞內容現況，瞭解報社是如何處理民眾投訴之新聞，其是否有特定重視的地區或屬性。 研究結果發現民眾投訴之新聞類型以「地方新聞」與「消費新聞」為主；其新聞報導地點，《自由時報》較注重「中彰投」地區，《蘋果日報》則重北輕南。造成此現象的因素，與其報社內部政策、地方民情、主管思維皆有相當大的關連性。

By means of comparing Liberty Times and Apple Daily, content analysis and in-depth interviews on coverage from civilian complaint were utilized to analyze the current situation on the content of the coverage from civilian complaints, which enables us to understand how the press copes with news from civilian complaint and whether there are particular significant regions or attributes. The results show that civilian complaints fall into the categories of local news and consumers’ news, and the places of their stories display that Liberty Time lays more emphasis on central region, while Apply Daily focus on the north part of Taiwan rather than southern Taiwan.