1. Which media set the news agenda:
Mass media or/and social media?
An independent research report sponsored by iSentia
EXECUTIVE SUMMARY
Professor Jim Macnamara. PhD, MA, FAMI, CPM, FAMEC, FPRIA

2. INTRODUCTION
Media provide a megaphone for the voice of
individuals and organisations and mass media –
press, radio and television – have been the dominant
channels of public communication
for the past century.
However, the collapse of traditional media business
models, which has triggered what many media
academics and practitioners are calling a ‘crisis in
journalism’1
, and the rapid growth of social media
use, is substantially changing practices such as
journalism, public relations and corporate and
marketing communication.
The popularity of social media and networks such
as Facebook, Twitter, YouTube, Flickr, Pinterest
and Instagram is spurring the growth of ‘owned
media’ and potentially allowing corporations and
organisations to set the news agenda – both directly
and through intermediation and remediation (i.e.,
mass media sourcing leads and republishing content
from social media).
On the other hand, some claim that social media are
largely ‘parasitic’, deriving much or most of their
information and topics from mass media.
THE MILLION DOLLAR RESEARCH QUESTION:
Which media primarily set
the news agenda today?
A major question with relevance for governments,
corporations and organisations today is which media
primarily set the news agenda today? The answer
to this question significantly informs media and
communication strategy.
iSentia commissioned an independent review of
research literature worldwide to examine the latest
data on news sources and the relationship between
mass media (also referred to as mainstream and
traditional media) and social media (also referred
to as new media).
Findings of this research are summarised in Part 1
of this report.
Secondly, iSentia analysed mass media and social
media reporting and discussion of three major news
events to identify the timing and focus of information
distributed. Findings of this analysis are summarised
in Part 2 of this report.

3. KEY FINDINGS
The 24 hour news cycle” is an illusion – there is no news ‘cycle’ – today we live in an age of ambient news.
News and information criss-cross, intersect, collide, conflict, and coalesce online and offline with no single
originating point.
The news breaking potential of traditional vs social media varies according to:
• The scale of news – major events are well covered by traditional media, although disasters will often
by first reported through social media
• Relationship to officialdom – government and corporate stories are “spoon fed” to journalists
• Geography – traditional media focus on city centre news while social media often break other news
• Community issues – ‘sleeper’ local issues often bubble through social channels before gaining traditional
media prominence.
Content should no longer be categorised by platform or traditional labels. Content creators increasingly work
across all platforms. A more useful approach is to identify content as professional or citizen produced.
Individual social media audiences are overwhelmingly very small (97% of Twitter accounts have less than
100 followers), so the volume of items, and even who breaks news first, are not the main considerations;
audience reach and credibility are more important factors in analysing impact.
NEWS
IT IS SIMPLISTIC TO VIEW MASS MEDIA AND SOCIAL MEDIA AS
OPPOSITIONAL – THESE FORMS OF MEDIA ARE INCREASINGLY
INTERCONNECTED AND INTERRELATED.

4. A recent McKinsey survey of 3,542 executives globally found that 83% of companies use at least one social
media technology. According to McKinsey, companies extensively use online video conferencing (60%), social
networks (53%), blogs (43%), video sharing (41%), wikis (26%), microblogging (25%) and podcasts (25%)2
.
Academic research into social media adoption by Fortune 500 companies conducted by the University of
Massachusetts Dartmouth Center for Marketing Research each year since 2008 reported that, in 2012,
73% of Fortune 500 companies had a Twitter account and had tweeted in the previous 30 days, 66% had a
Facebook community page, “62% had a corporate YouTube account, and 28% had a corporate blog3
.
In 2011, IBM declared itself a “social business” in a white paper titled The Social Business:
Advent of a New Age4
.
Also in 2011, Gartner Inc. published a book titled The Social Organisation: How to Use Social Media to Tap the
Collective Genius of Your Customers and Employees5
.
SOCIAL MEDIA USE BY GOVERNMENTS, CORPORATIONS AND
ORGANISATIONS AS WELL AS INDIVIDUALS IS GROWING RAPIDLY
AND IS BECOMING COMMON PRACTICE. FOR EXAMPLE:
1
83% OF COMPANIES USE AT
LEAST ONE SOCIAL MEDIA
TECHNOLOGY2
73% OF FORTUNE 500
COMPANIES HAD A TWITTER
ACCOUNT AND HAD TWEETED
IN THE PREVIOUS 30 DAYS
62% OF FORTUNE 500
COMPANIES HAD A CORPORATE
YOUTUBE ACCOUNT, AND
28% HAD A CORPORATE BLOG

5. When US Airways Flight 1549 was forced to crash-land in the Hudson River in 2009, it was photos taken by
ferry passenger Janis Krums on a mobile phone and posted on Twitpic that provided the mass media and the
world with the first images and record of the event6
.
Despite the vast ‘army’ of entertainment reporters based in Los Angeles, the news of Michael Jackson’s death
in June 2009 came from the social news Web site, TMZ and was passed on to millions of people around the
world via Twitter and other social media7
.
News of the death of Osama Bin Laden in 2011 was broken on Twitter when a neighbour tweeted complaining
about the noise next door when US security forces attacked Bin Laden’s hiding place8
.
Twenty-seven minutes before mainstream media broke the news of singer-actor Whitney Houston’s death in
2012, the story was on Twitter, reported by a man who tweeted the news to his 14 followers9
.
When Clarence House (@ClarenceHouse) announced the engagement of Prince William to Catherine (Kate)
Middleton on 16 November 2010, the Royal Family ‘tweeted’ the announcement, as well as releasing an
official statement10
.
The success of democracy movements in Tunisia, Egypt, Iran and Syria referred to as the ‘Arab Spring’ has
been attributed in significant part to social media. Wael Ghonim, former marketing manager for Google who
created the Facebook page that helped organise the uprising in Egypt, said in an interview on CNN “I want to
meet Mark Zuckerberg one day and thank him…if you want to liberate a society just give them the internet”11
.
SOCIAL MEDIA ARE HAVING SIGNIFICANT IMPACT ON NEWS
AGENDAS AND PUBLIC COMMUNICATION, AS SHOWN BY NUMEROUS
MUCH-PUBLICISED EXAMPLES. FOR INSTANCE:
2
THE ROYAL FAMILY ‘TWEETED’
THE ANNOUNCEMENT OF THE
ENGAGEMENT OF PRINCE
WILLIAM TO KATE MIDDLETON
THE NEWS OF MICHAEL
JACKSON’S DEATH IN JUNE
2009 CAME FROM THE SOCIAL
NEWS WEB SITE, TMZ
NEWS OF THE DEATH OF
OSAMA BIN LADEN IN 2011
WAS BROKEN ON TWITTER
MJ
:(
OSAMA
BIN
LADEN

6. For example, in its 2012 State of the News Media report, which presented 2011 data, the Pew Research
Center’s Project for Excellence in Journalism noted that television continued to dominate as a source
of news for most people and that the majority of internet users most often went directly to a news media
organisation Web site (36%), used key word search for news (32%), or went to a news aggregation site (29%)
when seeking news online. Only a relatively small percentage used Facebook or Twitter to find news (9%)12
.
However, in its 2013 State of the News Media report, the Pew Research Center found a shift, reporting that
a significant percentage of people have noticed a decline in quantity and quality of news reported by mass
media because of cutbacks in journalistic staff and have “stopped reading, watching or listening to a news
source because of it”. Almost one-third (31%) of Americans say that they have deserted a mass media news
outlet because it no longer provides the news and information that they were accustomed to and need13
.
Significantly, this trend is most pronounced among higher educated and more highly paid/wealthier citizens
– a noteworthy trend for businesses and organisations.
Also, as widely reported, the shift to online – and to social media in particular – is most pronounced amongst
younger demographics.
In its latest study of News Media Consumption in the US, the Pew Research Center reported that
online news consumption rose sharply between 2011 and 2012, with 50% of people obtaining their news
online – slightly less than television, but well ahead of newspapers (29%) and radio (33%). This study found
that 19% of respondents gained news and information from social media and networks such as blogs,
microblogs (e.g., Twitter) and Facebook. Another 8% said they had listened to a podcast to access news
and information14
.
RESEARCH BY PEW RESEARCH CENTER INDICATES THAT NEWS
CONSUMPTION AND AGENDA SETTING REMAINS LARGELY
FOCUSSED ON MASS MEDIA, BUT IS ON THE CUSP OF CHANGE.
3
ONE-THIRD OF AMERICANS
SAY THAT THEY HAVE
DESERTED A MASS MEDIA
NEWS OUTLET13
BETWEEN 2011 AND 2012...
50% OF PEOPLE OBTAINED
THEIR NEWS ONLINE
THE SHIFT TO ONLINE – AND TO
SOCIAL MEDIA IN PARTICULAR
– IS MOST PRONOUNCED
AMONGST YOUNGER
DEMOGRAPHICS

7. In the UK, a 2011 report by the Reuters Institute for the Study of Journalism at the University of Oxford
concluded that “social media are beginning to rival search as a way of discovering news content in the UK”15
.
An important trend that is driving the shift to digital media, including social media, is the growth of mobile
devices. In 2012, 39% of Americans obtained news from a mobile device – up from 34% in 2010.
While noting that the number of people relying primarily or substantially on social media for news is still
relatively small, the Pew Research Center also noted that, even when people use mass media as their primary
site for sourcing news, sharing of news (a ‘pass along’ effect) through social media substantially increases
distribution and audiences16
.
The 2011 report by the Reuters Institute for the Study of Journalism at the University of Oxford also drew
attention to the importance of referrals from social media to mass media through the posting of comments
and links. The Reuters Institute reported that “the average [mass media] news site receives 7.5% of traffic
from Facebook alone”17
.
The growing roles of social media as a direct source of news, as well as
for sharing news and providing referrals to mass media, indicates that it
is simplistic to view mass media and social media as oppositional
– these forms of media are increasingly interconnected and interrelated.
RESEARCH BY PEW RESEARCH CENTER INDICATES THAT NEWS
CONSUMPTION AND AGENDA SETTING REMAINS LARGELY
FOCUSSED ON MASS MEDIA, BUT IS ON THE CUSP OF CHANGE.
3
IN 2012, 39% OF AMERICANS
OBTAINED NEWS FROM A
MOBILE DEVICE
39%
SHARING OF NEWS...THROUGH
SOCIAL MEDIA SUBSTANTIALLY
INCREASES DISTRIBUTION AND
AUDIENCES16
IT IS SIMPLISTIC TO VIEW MASS
MEDIA AND SOCIAL MEDIA AS
OPPOSITIONAL – THESE FORMS
OF MEDIA ARE INCREASINGLY
INTERCONNECTED AND
INTERRELATED

8. This has been anecdotally claimed by a number of editors and journalists – e.g., Oliver Kamm in The Guardian.
A 2008 study by academic Alvin Goldman reported that blogging in particular is reliant on mass media
for content18
.
Similarly, a 2009 academic study of traditional media and blogs reported that “traditional media entities still
account for the lion’s share of blog links, with only four of the top 20 sites representing citizen media” – i.e.,
bloggers mainly link to major mass media19
.
More recently, a 2011 Reuters Institute for the Study of Journalism report stated that “mainstream media
content is the lifeblood of topical social media conversations in the UK – providing the vast majority of news
links that are shared.” Furthermore, the Reuters Institute noted that even when social media do not directly
follow mass media coverage, they are influenced by mass media coverage20
.
One of the most extensive quantitative studies of the news cycle examined memes (themes, key concepts
and phrases) on 1.6 million mass media Web pages and independent blogs over a three-month period in
2009, tracking a total of 90 million articles. This found that memes first appear in mass media in most cases
and then diffuse to the blogosphere. In only 3.5% of cases did stories appear first in blogs and subsequently
appear in mainstream media21
. However, the study also found that mass media are slower to take up an
issue than social media, and quicker to drop it. Social media (blogs in particular were examined in this
study), quickly take up memes and discuss them for much longer. This illustrates a ‘long tail’ of social media
discussion, which should be noted by organisations and businesses.
A NUMBER OF STUDIES SHOW THAT SOCIAL MEDIA ARE LARGELY
DERIVATIVE AND PARASITIC – I.E., THEY FOLLOW TOPICS REPORTED
IN MASS MEDIA AND EVEN SOURCE CONTENT FROM MASS MEDIA.
4
MAINSTREAM MEDIA
CONTENT IS THE LIFEBLOOD
OF TOPICAL SOCIAL MEDIA
CONVERSATIONS IN THE UK
IN ONLY 3.5% OF CASES
DID STORIES APPEAR FIRST
IN BLOGS AND SUBSEQUENTLY
APPEAR IN MAINSTREAM
MEDIA21
MASS MEDIA ARE SLOWER
TO TAKE UP AN ISSUE THAN
SOCIAL MEDIA, AND QUICKER
TO DROP IT

9. The examples cited under Finding 2 amply illustrate this on a national and even global scale.
Research undertaken for a PhD by former journalist now Assistant Professor at the University of North
Carolina, Brendan Watson, and presented in a paper to the 2012 Association for Education in Journalism
Mass Communication (AEJMC) conference in the US concluded: “This study of 100 blogs found that contrary
to media assertions and prior research, local public affairs bloggers do not rely on newspapers for a majority
of their sources. Bloggers in this study were more likely to use original sources and original reporting than
rely on media sources, particularly when writing about local topics [that] the news media frequently ignore.”22
A 2010 Pew Research Center study found that “the stories and issues that gain traction in social media differ
substantially from those that lead in the mainstream press” 23
.
In his 2010 book Insidious Competition: The Battle for Meaning and the Corporate Image, Richard
Telofski said “social media are the birthplace of many stories that make their way into the mainstream
media”24
. Telofski’s warning that social media are particularly well-suited to ‘underdogs’ such as activist
organisations should be noted by governments and businesses, and is further discussed in Finding 7.
A 2013 academic analysis of reporting on the 2011 London riots by Farida Vis serves as an illustration of
a new hybrid model of news that is emerging. Vis reported that journalists extensively used Twitter during
the riots to find out about developments, exchange information with citizens, ask questions and check facts
by following the Twitter stream through key hashtags such as #ukriots, #tottenham and #tottenhamriots.
They also used images and video recorded by citizens on camera phones25
. (See Finding 6.)
MORE RECENT RESEARCH SHOWS THAT SOCIAL MEDIA SET THEIR
OWN AGENDA AND THAT THEY ARE INCREASINGLY BEING USED AS
A SOURCE OF LEADS AND NEWS BY MASS MEDIA.
5
CONTRARY TO MEDIA
ASSERTIONS AND PRIOR
RESEARCH, LOCAL PUBLIC
AFFAIRS BLOGGERS DO
NOT RELY ON NEWSPAPERS
FOR A MAJORITY OF THEIR
SOURCES22
SOCIAL MEDIA ARE
PARTICULARLY WELL-SUITED
TO ‘UNDERDOGS’24
JOURNALISTS EXTENSIVELY
USED TWITTER ...TO FIND OUT
ABOUT DEVELOPMENTS,
EXCHANGE INFORMATION WITH
CITIZENS...AND CHECK FACTS25

10. 1. Consumer initiated – companies and organisations can find themselves criticised or discussed in social
media in the way that McDonalds Restaurants and Qantas (#QantasLuxury) have when consumers
responded negatively to corporate tweets and promotions. Also, consumers increasingly post complaints
in social media. These may be picked up by mass media.
2. Employee initiated (unauthorised) – even with social media governance in place, employees can
intentionally or inadvertently post comment in social media that impact the organisation. For example,
in 2012, a Vodafone employee in Australia working on the telecommunications company’s ‘Ambassador’
program derided customers on Twitter, calling them “mentally retarded” and threatening them with a
“pimp slap backhand”27
.
INCREASINGLY, MASS MEDIA AND SOCIAL MEDIA ARE
INTERDEPENDENT AND NEWS AGENDAS ARE MUTUALLY
CONSTITUTIVE. AS JOHN CLARE WROTE IN A 2012 BOOK,
“MAINSTREAM MEDIA FEED OFF SOCIAL MEDIA WHICH IN TURN
REPACKAGES, RECYCLES AND COMMENTS IN ARTICLES IN THE
MAINSTREAM MEDIA.”26
IN TERMS OF CORPORATE AND ORGANISATIONAL COMMUNICATION
AND PUBLIC RELATIONS, SOCIAL MEDIA SET OR INFLUENCE THE
NEWS AGENDA IN THREE WAYS. THESE COULD BE DESCRIBED AS:
6
7
ORGANISATIONS CAN FIND
THEMSELVES CRITICISED OR
DISCUSSED IN SOCIAL MEDIA
CONSUMERS INCREASINGLY
POST COMPLAINTS IN SOCIAL
MEDIA. THESE MAY BE PICKED
UP BY MASS MEDIA.
EMPLOYEES CAN INTENTIONALLY
OR INADVERTENTLY POST
COMMENT IN SOCIAL MEDIA
THAT IMPACT THE ORGANISATION
# Mc-not-lovin-it
# McFail
# Mc-UN-happymeal
NEWS
TODAY
#QantasLuxury
:( !!!
#uncool

11. 3. Organisation initiated (official) – increasingly and ideally, organisations are proactively using social media
to distribute news and information. For example:
• Following the Boston Marathon bombing in 2013, the Boston Police Department turned to social media
because of the speed of communication required as information came to hand and events unfolded28
.
Most news was released by the Boston Police Department on its Website and on social media such as
Twitter, with 148 tweets posted about the crisis, some of which received up to 144,000 retweets29
.
• Effective use of social media can also help organisations avoid a crisis. In 2009, when two employees of
Domino’s Pizza chain in Conover, North Carolina, uploaded a video of themselves contaminating food with
human excrement, attracting one million views in two days, Domino’s Pizza president Patrick Doyle went
on YouTube explaining the company actions and saved the company’s reputation30
.
• Organisations can also use social media for customer relations and marketing. For example, in 2011
regular Morton’s Steakhouse patron Peter Shankman jokingly asked over Twitter if the restaurant chain
could meet him with a porterhouse steak when he landed from an interstate flight. They did. Not only
did this initiative gain wide discussion in social media, but it was picked up by mass media, gaining
substantial positive publicity.
A major trend in the second decade of the 21st century is the rapid growth of owned media, particularly
owned social media sites. This is leading to an expansion of what it termed brand or corporate journalism,
as organisations employ specialist content producers to create appealing, interesting sites and increase their
efforts to set the agenda of news and public communication.32
Progressive organisations are also creating social media newsrooms which, instead of textual content such
as ‘news releases’, contain rich multimedia content such as videos, images and podcasts (e.g., of speeches)
as well as links to documents such as reports, archives and the Facebook, Twitter, YouTube and other social
media sites of the organisation31
.
IN TERMS OF CORPORATE AND ORGANISATIONAL COMMUNICATION
AND PUBLIC RELATIONS, SOCIAL MEDIA SET OR INFLUENCE THE
NEWS AGENDA IN THREE WAYS. THESE COULD BE DESCRIBED AS:
7
FOLLOWING THE BOSTON
MARATHON BOMBING...
[FROM] 148 TWEETS POSTED
ABOUT THE CRISIS, SOME
OF WHICH RECEIVED UP TO
144,000 RETWEETS29
148 TWEETS
144,000
RETWEETS
MORTON’S STEAKHOUSE PATRON
PETER SHANKMAN JOKINGLY
ASKED OVER TWITTER IF THE
RESTAURANT CHAIN COULD MEET
HIM WITH A PORTERHOUSE STEAK
WHEN HE LANDED FROM AN
INTERSTATE FLIGHT...THEY DID
PROGRESSIVE ORGANISATIONS
ARE ALSO CREATING SOCIAL
MEDIA NEWSROOMS

12. Mass (traditional/‘mainstream’) media remain key communication channels because of:
1. The continuing dominance of TV as a mass news source overall;
2. The ‘newspaper of record’ role of leading newspapers, particularly long-established national and
metropolitan dailies and specialist business and financial press, which are seen as authoritative even
if their circulation is small and/or declining33
;
3. The influence of mass media, particularly ‘newspapers of record’ and television on politicians, policy
makers and government (which is often disproportionate to their actual audience)34
;
4. Their reach into older demographics.
Social media have become beneficial and increasingly essential communication channels because of:
5. The increasing use of social media as sites of news and information among an increasing
percentage of people;
6. The heavy use and reliance on social media among young demographics in particular;
7. The extensive sharing of news and information that occurs through social media and
social networks, extending the audience of mass media;
8. Referrals to major news sites that frequently come through social media
(e.g., in online conversations and posting links);
9. The growing use of social media for customer, employee and citizen initiated public
communication, including comments about brands, products and services.
GOVERNMENT BODIES, COMPANIES AND ORGANISATIONS NEED TO
ADOPT AN INTEGRATED MEDIA STRATEGY INVOLVING MAINTENANCE OF
MASS MEDIA RELATIONS AS WELL AS USING SOCIAL MEDIA, NOTING:
8
CONTINUING DOMINANCE OF
TV AS A MASS NEWS SOURCE
SHARING OF NEWS AND
INFORMATION THAT OCCURS
THROUGH SOCIAL MEDIA AND
SOCIAL NETWORKS
GROWING USE OF SOCIAL MEDIA
FOR CUSTOMER, EMPLOYEE AND
CITIZEN INITIATED PUBLIC
COMMUNICATION
hey you.
hello.

13. CASE STUDIES
OF BREAKING NEWS
An analysis of
three contemporary
news events
PART 2

14. The resignation of NSW Premier Barry O’Farrell on 16 April 2014, after admitting a “massive memory fail”
when giving evidence to an Independent Commission Against Corruption (ICAC) inquiry in relation to receiving
a bottle of Grange Hermitage wine as a gift, was a major news event that prompted wide mass media
reporting and social media commentary.
Figure 1 shows the volume of items published or broadcast by mass media (red line) and social media (purple
line) in the two days following the resignation at hourly intervals. This clearly indicates that social media led
the news in the first few hours following the mid-morning resignation on 16 April.
Figure 1. Volume of media items at hourly intervals.
However, in breaking down the data into shorter intervals it can be seen that social media coverage declined
substantially by the evening of the first day and did not occur to any significant extent thereafter. After a
midnight to dawn ‘quiet period’, it can be seen that mass media reporting began in earnest on 17 April and
continued throughout the day. This included morning newspaper reports, hourly radio updates, and extensive
analysis on TV programs and news (see Figure 3).
A further important qualification is that, while this appears to show social media driving news coverage, it
cannot be concluded that social media equates to citizen media, ‘citizen journalism’, or ‘amateur’ generated
content. Examining the tweets on Twitter in the period reveals that many of the early tweets were posted by
professional journalists and political staff such as:
@newcastleherald
@news24haus
@smh
@SydneyAffairs
@greensjeremy.
BARRY O’FARRELL RESIGNATION
7000
16/4/2014 17/4/2014 18/4/2014
6000
5000
4000
3000
2000
1000
0
12:00am
1:00am
2:00am
3:00am
4:00am
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3:00pm
4:00pm
5:00pm
6:00pm
7:00pm
8:00pm
9:00pm
10:00pm
11:00pm
12:00am
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
16-17 April 2014)
Mass
Social

15. This ‘professionalisation’ of social media is illustrated in Figure 2, which presents a volume-based word cloud
drawn from the profiles of Twitter users commenting on the Barry O’Farrell resignation. It is clear in this that,
along with general mentions of ‘NEWS’, ‘SYDNEY’, ‘POLITICS’ and ‘POLITICAL’, ‘JOURNALISTS’, ‘EDITOR’,
‘WRITER’, ‘MEDIA’, ‘ABC’ and ‘REPORTER’ were common descriptions in the Twitter profiles of early news
breakers and commentators. In short, many of the early social media reports were posts by professional
journalists and political commentators.
Figure 2. Key words in profiles of leading Twitter commentators.
Figure 3. Volume of media items at 5-minute intervals.
(NOTE: The apparent peak of mass media coverage at midnight on 16 April is a distortion in the data because a number of Web sites (media and other) do not
carry time dating on articles and are shown by default as midnight.)
BARRY O’FARRELL RESIGNATION
(Continued)
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
16-17 April 2014)
Mass
Social
0
200
400
600
800
1000
1200
12:00am
12:35am
1:10am
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7:50pm
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9:35pm
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10:45pm
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11:55pm
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12:30am
1:05am
1:40am
2:15am
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7:45pm
8:20pm
8:55pm
9:30pm
10:05pm
10:40pm
11:15pm
11:50pm
16/4/2014 17/4/2014

16. The main focus of traditional mass media coverage in shown in Figure 4.
Figure 4. Word cloud showing most frequently reported words and terms in mass media.
The main focus of social media comment is shown in Figure 5.
Figure 5. Word cloud showing most frequently reported words and terms in social media.
This overview illustrates that mass media provided more in-depth coverage and focussed on more issues,
including the state of NSW politics (‘NSW’), the troubles of the Liberal party (‘LIBERAL’), a number of other
political leaders including Tony ‘ABBOTT’, and predicting and profiling O’Farrell’s successor Mike ‘BAIRD’.
Also, mass media gave substantial focus to the ‘BOTTLE’ of ‘WINE’ which reportedly brought the Premier down.
While also mostly referring to ‘BARRY O’FARRELL’ and ‘RESIGNATION’, as could be expected, social media
discussed Liberal donor Nick di ‘GIROLAMO’ as well as the role of ‘ICAC’.
While not a news issue, retweeting (‘RT’) is included in the key word cloud to illustrate the importance of
retweeting. Individual social media sites often do not have large audiences, but the common practice of
retweeting extends social media comment via ‘network effects’ (i.e., one follower to their followers and then
to their followers), which gives scalability to social media comments.
However, it also needs to be borne in mind that social media stories analysed here (tweets on Twitter and
Wall posts on Facebook) are short items, often less than 25 words, compared to mass media articles which
are substantially longer. If volume of content is measured by words in text and duration of videos and radio
broadcasts rather than items, mass media are responsible for substantially more coverage than social media.
BARRY O’FARRELL RESIGNATION
(Continued)

17. When a network hardware failure in one of its data centres caused a major outage that crashed most of the
Commonwealth Bank’s network Australia-wide on 15 April 2014, outraged customers took to social media
to vent their frustration, according to an ABC report. This can be seen in Figure 6 which shows the volume of
items published or broadcast by mass media (red line) and social media (blue line) in the two days following
the outage at hourly intervals.
Figure 6. Volume of media items at hourly intervals.
Figure 7 shows a breakdown of the volume of mass media and social media items by 5-minute intervals and,
in this news event, social media discussion did not fade away and mass media did not dominate reporting and
commentary over the following days (see Figure 7).
The analysts’ interpretation is that an event such as a bank computer crash that disables ATMs, EFTPOS
transactions, and online banking, which has a direct and significant impact on consumers, unsurprisingly
results in a high volume of social media reporting and discussion. Many people had a story to tell and
frustration to vent and took to social media to do so. Conversely, many mass media – particularly business
and financial media – focussed on the financial and technical issues and broader issues related to bank
security, the economy, and possible effects on share price.
While analysis of social media content showed some tweets by newspapers and organisations, the vast
majority were consumers in this instance.
COMMONWEALTH BANK OUTAGE
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
15-16 April 2014)
Mass
Social
0
50
100
150
200
250
300
350
400
12:00am
1:00am
2:00am
3:00am
4:00am
5:00am
6:00am
7:00am
8:00am
9:00am
10:00am
11:00am
12:00am
1:00pm
2:00pm
3:00pm
4:00pm
5:00pm
6:00pm
7:00pm
8:00pm
9:00pm
10:00pm
11:00pm
12:00am
1:00am
2:00am
3:00am
4:00am
5:00am
6:00am
7:00am
8:00am
9:00am
10:00am
11:00am
12:00pm
1:00pm
2:00pm
3:00pm
4:00pm
5:00pm
6:00pm
7:00pm
8:00pm
9:00pm
10:00pm
11:00pm
12:00am
15/4/2014 16/4/2014 17/4/2014

18. Figure 7. Volume of media items at 5-minute intervals.
(NOTE: The apparent peak of mass media coverage at midnight on 15 April is a distortion in the data because a number of Web sites (media and other) do not
carry time dating on articles and are shown by default as midnight.)
The spike in social media coverage early on the morning of 16 April is interesting. It seems to have been
created by citizens waking up to find that their online banking facilities were still ‘down’.
Figure 8. Word cloud showing most frequently reported words and terms in mass media.
Figure 8 shows that mass media focussed on a broad range of issues. After mentions of the Commonwealth
Bank brand/name, mass media reported on the effect on ‘CUSTOMERS’, the cause and extent of the
‘OUTAGE’, effects on the ‘ECONOMY’, technical discussion of the ‘SYSTEM’, and problems in relation to
‘ACCESS’ and customers being ‘UNABLE’ to use CBA services.
COMMONWEALTH BANK OUTAGE
(Continued)
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
15-16 April 2014)
Mass
Social
0
20
40
60
80
100
120
140
160
12:00am
12:30am
1:00am
1:30am
2:00am
2:30am
3:00am
3:30am
4:00am
4:30am
5:00am
5:30am
6:00am
6:30am
7:00am
7:30am
8:00am
8:30am
9:00am
9:30am
10:00am
10:30am
11:00am
11:30am
12:00pm
12:30pm
1:00pm
1:30pm
2:00pm
2:30pm
3:00pm
3:30pm
4:00pm
4:30pm
5:00pm
5:30pm
6:00pm
6:30pm
7:00pm
7:30pm
8:00pm
8:30pm
9:00pm
9:30pm
10:00pm
10:30pm
11:00pm
11:30pm
12:00am
12:30am
1:00am
1:30am
2:00am
2:30am
3:00am
3:30am
4:00am
4:30am
5:00am
5:30am
6:00am
6:30am
7:00am
7:30am
8:00am
8:30am
9:00am
9:30am
10:00am
10:30am
11:00am
11:30am
12:00pm
12:30pm
1:00pm
1:30pm
2:00pm
2:30pm
3:00pm
3:30pm
4:00pm
4:30pm
5:00pm
5:30pm
6:00pm
6:30pm
7:00pm
7:30pm
8:00pm
8:30pm
9:00pm
9:30pm
10:00pm
10:30pm
11:00pm
11:30pm
12:00am
15/4/2014 16/4/2014

19. Apart from naming the Commonwealth Bank, social media focussed mostly on sending direct Twitter
messages to the bank (‘@COMMBANK’), and discussing ‘ASSISTANCE’ available with some comments on the
bank being ‘HELPFUL’, ‘CUSTOMER’ issues and concerns, the ‘OPERATOR’ of the online systems of the bank,
the ‘OUTAGE’ itself and, interestingly, potential ‘CRIMINAL’ issues (see Figure 9).
Figure 9. Word cloud showing most frequently reported words and terms in social media.
COMMONWEALTH BANK OUTAGE
(Continued)

20. A classic media news event in the tradition of ‘chasing fire engines’ was the outbreak of a major fire at the
Barangaroo construction site in the central business district of Sydney around 2 pm on 12 March 2014.
The fire, believed to have been caused by sparks from welding, created intense heat that reached around
1,000 degrees at its peak, preventing fire fighters from accessing the blaze. It was thought at one stage that
the heat would cause cranes to buckle and collapse.
The fire resulted in road closures in the city, creating gridlock for commuters, with the area not declared safe
until the following day and flare-ups continuing for some days.
Figure 10 shows that mass media dominated in reporting this issue. Even the drill-down by 5-minute intervals
shown in Figure 11 reveals:
1. A predominance of mass media coverage; and that
2. Mass media coverage preceded most social media discussion on this issue.
Analysis of this issue notes that the location of Barangaroo in the centre of the Sydney central business district
and adjacent to several major media centres including Channel 10 and Fairfax Media, meant that the story
could be quite easily covered by mass media. TV camera crews and newspaper photographers were on the
scene very quickly. Furthermore, road closures meant that members of the public were kept well away from
the area. Even camera phone photographs were difficult to obtain, other than from a considerable distance.
Figure 10. Volume of media items at hourly intervals.
It could also be concluded that, once roads were re-opened, the Barangaroo fire did not directly affect
members of the public.
BARANGAROO FIRE
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
12-13 March 2014)
Mass
Social
0
100
200
300
400
500
600
700
800
900
1000
2:21pm
3:21pm
4:21pm
5:21pm
6:21pm
7:21pm
8:21pm
9:21pm
10:21pm
11:21pm
12:21am
1:21am
2:21am
3:21am
4:21am
5:21am
6:21am
7:21am
8:21am
9:21am
10:21am
11:21am
12:21pm
1:21pm
2:21pm
3:21pm
4:21pm
5:21pm
6:21pm
7:21pm
8:21pm
9:21pm
10:21pm
11:21pm
12:21am
1:21am
2:21am
3:21am
4:21am
5:21am
6:21am
7:21am
8:21am
9:21am
10:21am
11:21am
12:21pm
1:21pm
2:21pm
12/3/2014 13/3/2014 14/3/2014

21. Figure 11. Volume of media items at 5-minute intervals.
In addition to reporting the ‘FIRE’, mass media focussed on the impact on ‘CONSTRUCTION’ and the ‘SITE’,
the risk of a ‘CRANE’ collapse, roads being ‘CLOSED’ including the Eastern ‘DISTRIBUTOR’, ‘LEND’ Lease,
and the impact on ‘WORKERS’.
Figure 12. Word cloud showing most frequently reported words and terms in mass media.
Social media coverage involved retweets (‘RT’) of media reports, the effects on ‘SYDNEY’, and the
‘FIREFIGHTERS’. The small ‘bursts’ of social media comments on the second day, as shown in Figure 11,
mainly related to ‘REOPENED’ streets.
BARANGAROO FIRE
(Continued)
MASS AND
SOCIAL
MEDIA
VOLUME
(Hourly over 2 days,
12-13 March 2014)
Mass
Social
0
2
4
6
8
10
12
14
16
18
2:21pm
2:51pm
3:21pm
3:51pm
4:21pm
4:51pm
5:21pm
5:51pm
6:21pm
6:51pm
7:21pm
7:51pm
8:21pm
8:51pm
9:21pm
9:51pm
10:21pm
10:51pm
11:21pm
11:51pm
12:21am
12:51am
1:21am
1:51am
2:21am
2:51am
3:21am
3:51am
4:21am
4:51am
5:21am
5:51am
6:21am
6:51am
7:21am
7:51am
8:21am
8:51am
9:21am
9:51am
10:21am
10:51am
11:21am
11:51am
12:21pm
12:51pm
1:21pm
1:51pm
2:21pm
2:51pm
3:21pm
3:51pm
4:21pm
4:51pm
5:21pm
5:51pm
6:21pm
6:51pm
7:21pm
7:51pm
8:21pm
8:51pm
9:21pm
9:51pm
10:21pm
10:51pm
11:21pm
11:51pm
12:21am
12:51am
1:21am
1:51am
2:21am
2:51am
3:21am
3:51am
4:21am
4:51am
5:21am
5:51am
6:21am
6:51am
7:21am
7:51am
8:21am
8:51am
9:21am
9:51am
10:21am
10:51am
11:21am
11:51am
12:21pm
12:51pm
1:21pm
1:51pm
2:21pm
12/3/2014 13/3/2014

22. Figure 12. Word cloud showing most frequently reported words and terms in social media.
Further research to analyse a range of issues is necessary to fully understand changing patterns of news
breaking and news reporting. However, some conclusions can be drawn.
BARANGAROO FIRE
(Continued)

23. CONCLUSIONS

24. 1. In addition to the traditional news cycle being obsolete, the 24-hour news cycle is also an illusion. Today
there is no news ‘cycle’ – a notion that implies there is a single originating point for stories and that news
travels in a pattern with intervals between stages in the cycle.
• Today, we live in an age of ambient news. Stories and commentary can emerge from anyone, anytime,
anywhere. News and information criss-cross, intersect, collide, conflict, and coalesce online and offline.
Professional content creators draw information from citizens, and citizens redistribute professional
content. Mass media organisations use social media and social media use mass media. Professional
content producers use social, and non-professionals (amateurs or citizens) use social.
2. The predominance and news breaking potential of mass media and social media vary according to a
number of factors including:
• The scale of news – i.e., big news stories such as resignations of political leaders and catastrophes are
typically well-resourced by mass media and a focus of attention (= high mass media coverage);
• Relationship to officialdom – i.e., stories originated by government, institutions and corporations such as
announcements, appointments, etc. are usually ‘spoon-fed’ to mass media (= high mass media coverage);
• The proximity of news events to mass media centres and ‘rounds’ (i.e., specialist reporters such as
business, finance, IT, etc.) (= high mass media coverage);
• The degree of direct impact on citizens (= high social media comment);
• ‘Sleeper’ issues that do not have a specific news ‘event’, such as rising concern about coal seam gas
extraction, environmental issues, emergent trends, etc. (= low mass media coverage until an event occurs
such as a protest or a high profile spokesperson emerges; can = high use of social media).
The final point above requires further research, but there are strong indications that, while mass media
continue to dominate most news breaking overall, social media reflect a range of concerns and views that
are not considered ‘newsworthy’ by mass media until they escalate or erupt. In short, mass media and
social might be effective at telling different kinds of stories in different contexts.
3. The preceding conclusions suggest that it is no longer productive to categorise content by platform
or traditional labels. Content producers increasingly work across platforms and so-called ‘mass’,
‘mainstream’ and ‘traditional’ media producers also use social media to source and distribute their
content. These are no longer discrete media spaces. A more useful approach is to identify content as
professional or citizen produced (the term ‘user’ is not of much use either as everyone is a user of media
and information). Media are becoming increasingly hybridised and integrated. Does it matter where
someone speaks – i.e., which platform, which channel, on which technology? It seems more valuable to
know who speaks and what they have to say, subjected to protocols to test authority and credibility.
4. A further factor for careful consideration in relation to social media is audience – both size and relevance.
While extensive data are available on the audience of mass media (e.g., audited circulation statistics and
broadcast program ratings), the size of social media audiences is often small compared with mass media
– e.g., 97 per cent of Twitter users had fewer than 200 followers in 2012 and the average Facebook user
had 200 friends in 2014. So the volume of items, and even who is first, are not the main considerations;
audience reach and credibility are more important factors in analysing the impact of media content.
This, combined with the previous point, indicate that source, message and audience analysis are key
metrics, rather than being first and volume of items.
©
2014
CONCLUSIONS

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FOOTNOTES