Vnexpress.net Email Sending Tool (Source: Internet)

* Electronic newspapers receive information and comments from citizens through the Editorial Office address and E.mail address, and via hotline numbers.

- Editorial Office Address and E.mail Address:

Any BMĐT agency must publicly provide the actual address of the Editorial Office and the e.mail address, with the purpose of receiving all letters, documents, official dispatches, reports responding to incidents, invitations from State administrative agencies, social organizations and enterprises, complaints and denunciations from citizens and meeting directly with all citizens. A survey on the BMĐT homepage shows that BMĐT editorial offices only provide the general e.mail address of the editorial office or the Readers' Committee, not the e.mail address of each sub-section or of individual journalists. However, depending on the close relationship between the journalist and the citizen (source of information), the journalist will proactively provide his or her e.mail address to the citizen for convenient two-way communication.

Instead of providing an e.mail address, vnexpress.net provides a tool to send emails directly on the newspaper interface - the Contact box - quite modern and professional, when clicking on the Contact box , the mailbox opens with available options, very easy to do. Just click on the "Send to" section to display the addresses of all Departments - Offices in the Editorial Office, readers can easily choose the address and send their work, or complaints, denunciations, ... to the place they want. After a second or two, the reader's letter will reach the recipient and also after a few seconds, the reader will receive a notification that his letter has arrived as requested. The amount of letters sent by post and e.mail to the Editorial Office address of BMĐT newspapers every day is not much, on average about

10 to 100 letters, mainly official dispatches and administrative documents from state agencies, of which, petitions from citizens account for only 1 - 2%.

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Figure 2.2: Email sending tool of vnexpress.net (Source: Internet)

According to the investigation results of the thesis author, the Editorial Address tool is not really effective for citizens when implementing QTDNL in the press. There are a number of reasons pointed out, however, the most notable reason is the "closed" mentality of Vietnamese people: do not like to go to public places; waste money because of having to send by express mail [Question B13, items 2, 3, 4].

For articles and petitions sent by citizens to the E.mail address, the E.mail receiving and processing department, or the Readers' Committee, will process them according to the correct professional process: reading, classifying, and selecting good information with solid foundations, then transferring them to the appropriate professional departments for processing, posting, or as materials for future press works. For information that does not have a solid foundation, if deemed unusable, the Department heads or Editorial Secretaries will delete the e.mail without having to reply [compiled from PVS 2,5,6,7,9,12, section 2.2., sentences 2,4,6]. From the information provided by citizens via the Editorial address and E.mail, Dantri.com.vn has

very well done the work of Investigating through readers' letters, such as: The case of dozens of households worried about the quarry: "People agree before allowing exploitation" [August 3, 2020]; The government dismantled and concreted the "road of suffering", people burst into joy (Phu Yen) [August 2, 2020],...

According to the author's investigation results (question B13, section 4), citizens often use the e.mail tool to share charity addresses that need help in the community, but the level of citizens using e.mail to discuss current issues of the country is not high, only vnexpress.net and tuoitre.vn have many people using the e.mail tool many times (from 11 times to 31 times). That means, BMĐT has not really attracted a large number of citizens to become its close readers through e.mail addresses, there are many reasons, including: "not remembering the address".

Hotline:

Hotlines are a convenient tool for citizens to quickly provide information, share opinions, and report negative behavior of someone, because in the digital age, more and more citizens have mobile phones. (According to Vnetwork, in 2019, our country had 143.3 million phone subscribers/nearly 97 million people). Every day, BMĐT can receive hundreds of phone calls, mostly information about traffic accidents, fires, explosions, the environment, or civil disputes, etc. After screening, if this information is found to be valuable, the department leader will send reporters to verify and develop it into news - articles. The hotline of nhandan.com.vn operates quite effectively, as shown in the Quick Information section of nhandan.com.vn's hotline, which reports 10-15 incidents that the newspaper receives from citizens nationwide each week (such as: Ong Me Lon Bridge, on National Highway 53, through Vinh Long province, has not been equipped with lighting, posing a potential danger to people traveling at night; Many squid processing facilities and shrimp ponds discharge untreated waste directly into the De Gi sea, through Cat Khanh commune, Phu Cat district, Binh Dinh,...) , followed by the newspaper's message: " Requesting that the authorities and relevant agencies related to the above incidents direct inspection, handling and response to the newspaper for

information for readers” . Tuoitre.vn's hotline also operates quite effectively ( For example: reporting electricity bill discrepancies in Ho Chi Minh City; houses with 4 basements in Hanoi,...). However, according to the assessment of journalists [PVS 4, section 1.1, sentence 2; PVS 13, section 2.2, sentence 4], the hotline tool does not really operate effectively as a reliable "source of information", because there are anonymous phone calls, even, under the name of providing information to "dig up and bring down" a certain individual.

* Electronic newspapers exploit and use the "legitimate words" of citizens in journalistic works:

Exploiting and using the "legitimate words" of citizens in journalistic works is the optimal way for BMĐT to exercise the right of "freedom of speech in the press" of citizens. According to the theory of Communication Information , when citizens agree to tell journalists , that is, a legal relationship has taken place , then the consequences of information being true or false, right or wrong, will also be viewed from the perspective of legal relationships, both the information provider and the journalist - everyone must be responsible before the law for what they have said and written. At this time, TDNL will be "examined" from the perspective of "rights", that is, under the supervision of the law.

- Frequency of electronic newspapers using citizens' words in journalistic works

Surveying the number of news articles of BMĐT that quote characters, shows that the number of News articles that quote characters only accounts for about 1/150 of the number of News published in a day - a very small number, so the author of the thesis did not survey this genre, but only surveyed the genre of "articles", such as: reflection, reportage, investigation. "Articles" are other genres, such as: commentary (belonging to the personal views of the journalist) are also not surveyed. Articles of about 1,300 to 1,500 words usually have at least 1 quote of the character's words, at most 9 quotes (including in the attached box). For example: Surveying the current status of BMĐT works on the Covid - 19 outbreak in the Central region from July 25, 2020 to September 13, 2020.

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Chart 2.3: Number of BMĐT works quoting citizens' statements during the Covid-19 event, from July 25, 2020 to September 13, 2020

vnexpress

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( Source: 2020 thesis survey results)

According to the survey results, most of the works are "articles" with 1-3 quotes from the characters. The number of articles with 6-9 quotes from the characters is not much.

Chart 2.4: Number of citations in BMĐT works on Covid - 19 from July 25, 2020 to September 13, 2020

( Source: 2020 thesis survey results)

- The form of electronic newspaper using citizens' words in journalistic works:

> Online newspaper quotes the character's words

difficult to understand, vulgar, or bad content, then put into use in journalistic works. Most articles use the words of the characters in the form of direct or indirect quotations, or adaptations.

Chart 2.5: Number of direct and indirect citations in BMĐT works about Covid - 19, from July 25, 2020 to September 13, 2020

(Source: 2020 thesis survey results)

Regardless of the form of quoting the character's words, the journalist is only the person behind the quoted character. Through the words of the quoted person and the conjunctions, the journalist's writing viewpoint and attitude will be clearly revealed, leading the reader to perceive the event according to the journalist's viewpoint and attitude. The survey results show that BMĐT has been quite successful in using the legitimate words of citizens in journalistic works: (i) Most BMĐT do a very good job of quoting whose words come first, who comes last, clearly expressing the political views in the information; (ii) The length - shortness of the quotation in the journalistic work is appropriate to the content that needs to be conveyed; (iii) Almost BMĐT does not make mistakes in quoting the character's words, such as: not quoting the whole sentence, or editing the entire content of the sentence according to their own intention (forcing the citizen to sue), or putting in quotation marks what the character does not "say", but only "thinks"; or add an ellipsis (...) at the end of the sentence, making the reader not know what the ellipsis implies. The results of the author's investigation of citizens' opinions on the level of BMĐT expressing citizens' speech in press works (sentence B15, 781 people with speech = 95.12%) are also consistent with this assessment of the author of the thesis:

Chart 2.6: Form of BMĐT using citizen speech in Journalistic works

(Source: Thesis author's investigation results, March 2018 - December 2018)

This result shows that BMĐT has maintained the professional principles of honesty, objectivity, and respect for the speaking subject when using citizens' speech in journalistic works.

- Electronic newspapers almost always retain the personal language style (word usage, colloquialism, tone of voice, ...) of the speaker.

The level and significance of the presence of speech subjects in the event reflected in the press work will indicate which "spiral" they are in according to the theory of Spiral of Silence . The specific situation in the surveyed BMĐT cases:

> Electronic newspapers use the words of the citizen subject who is an authorized individual:

The highest authority at the present time is the Party and Government leaders, the lowest is the neighborhood leaders. The words of the authority in each matter often have the meaning of direction, affirming right - wrong, deciding to implement or not to implement, or analyzing, concluding to clarify the problem,.... Therefore, in cases related to politics, national sovereignty, anti-corruption, violated people's rights, wrongful convictions, most BMĐT works quote the words of the authority to ensure the truthfulness and authenticity of the information. The words of the authority are often quoted directly in quotation marks,