本研究以「劣質油品事件」為主題，透過深度訪談分析與比較大眾與政府在危機中對網路新聞的因應與行動。研究發現，雙方近用網路媒體的動機皆是為交流意見，大眾望能維護人民權益並督促政府解決危機；政府則欲回應公眾期望，傳達中立、正確的事件觀。其次，大眾的投書內容多為自身或組織之理念。然而，由於人民對此事件反彈聲浪過大，故政府僅能在新聞中道歉而難以澄清或框架事件，凸顯其喪失部分建構危機的能力。最後，雙方都認為未來應更重視新媒體，政府須即時掌握自主發聲之權，將真實的資訊以最快速度佈達給公眾，避免不必要恐慌。

Based on the “Gutter Oil Incident”，this research analyzes and compares the online news response and behavior of the public and government by depth interview. The study finds that the motivation for both the public and government to use online media is to exchange their opinions. The public hopes to protect the public interest and urge the government to resolve the crisis; the government wants to respond to public expectations and convey a neutral and correct view of events. Also, most of the public's submissions are about self or organizational ideas. However, for the reason that people are too dissatisfied with this incident, the government can only apologize in the news but hard to clarify or frame the incident. The government lost the ability to construct a crisis. Finally, the public and government deem that more attention should be paid to the new media in the future. The government must immediately grasp the right to speak independently and deliver real information to the public as soon as possible to avoid unnecessary panic.