本文選題：危機管理　切入點：公共危機階段劃分理論　出處：《鄭州大學》2017年碩士論文

【摘要】：隨著大數(shù)據(jù)時代的到來,國家各項“走出去、引進來”的發(fā)展戰(zhàn)略的不斷實施推進,中國的改革開放發(fā)展進程飛速。隨之而來社會轉(zhuǎn)型時期由經(jīng)濟結(jié)構(gòu)深化發(fā)展引發(fā)的社會發(fā)展不平衡、社會分化加劇、社會矛盾問題增多等發(fā)展現(xiàn)狀也顯得尤為突出。網(wǎng)絡的飛速發(fā)展讓大數(shù)據(jù)時代下的信息共享變得異常簡單。人們通過便捷的信息化交流被多樣化新經(jīng)濟模式吸引刺激,不斷改變著傳統(tǒng)的生活模式,也更多的主動參與到社會問題的各項監(jiān)督討論當中。網(wǎng)絡信息傳播速度的爆發(fā)特征和自由言論的低成本特征,讓公共網(wǎng)絡輿情危機成為現(xiàn)代政府管理面臨的常態(tài)環(huán)境。政府面對這樣的新常態(tài)環(huán)境,應提升網(wǎng)絡輿情危機處理能力,提高網(wǎng)絡輿情引導力度,增強政府執(zhí)政能力,維護政府公信力。本文通過剖析“山東疫苗案”這一典型的公共衛(wèi)生網(wǎng)絡輿情危機案例,梳理網(wǎng)絡輿情危機發(fā)生的背景、表現(xiàn)、原因,用傳播學理論梳理案件發(fā)生過程,用危機管理學理論分析事件的影響要素,用公共危機階段劃分理論,分析了政府危機事件發(fā)生的四個階段:危機潛伏期政府反應遲緩、危機突發(fā)期政府處置無序、危機蔓延期政府有條不紊、危機痊愈期政府平穩(wěn)恢復。在當今信息高速發(fā)展時期,網(wǎng)絡輿論危機已經(jīng)逐步占據(jù)了危機事件的重要比例,對政府而言這還是一種新生事物,對這種危機的發(fā)生原理及內(nèi)在規(guī)律尚處在摸索階段,因而治理措施的實施效果不佳。除此之外,政府在網(wǎng)絡輿情引導過程中自身也存在一些問題,例如:政府應對機制缺失、監(jiān)管機制函待建立,政府職能觀念與輿情引導力度尚需優(yōu)化。而之所以出現(xiàn)如此多的問題,從根源上講,可以歸結(jié)為:政府網(wǎng)絡輿論危機意識淡薄、政府網(wǎng)絡公關能力函待提升、網(wǎng)絡輿論危機管理機制變革的動力不足。結(jié)合該案例中存在問題和原因,提出相應對策:首先提出要完善政府監(jiān)管體制,明確部門權(quán)責,完善輿情監(jiān)測預警機制,能有效展開信息溝通與危機處理及時關注網(wǎng)絡輿情動態(tài),防患于未然;其次政府應轉(zhuǎn)變職能觀念,從思想觀念上改變才是治本之法。適應媒體環(huán)境,提升輿情應對能力,無論是建立新聞發(fā)言人制度還是搭建“兩微一端”公共平臺,信息公開的力度都應日益加大;接下來政府還應加強與媒體的聯(lián)系,運用法律手段和行政手段進行新聞檢查,使危機報道處于可控范圍內(nèi),并借助媒體的大眾傳播能力,幫助政府在輿論場中維護形象,保證政府的觀點、意見能被真實、準確地傳遞給民眾;最后通過強化政府網(wǎng)絡輿情引導,完善媒體溝通協(xié)調(diào)來進一步完善危機網(wǎng)絡輿情引導。結(jié)語部分對政府危機管理的發(fā)生和應對做了一些思考,希望政府在應對危機公關時把握輿論動向,掌握應對技巧,塑造新型政府形象。本文嘗試運用案例分析法將理論基礎與工作實踐相結(jié)合,總結(jié)出有普適性的、可操作的策略,以期對政府在未來的公共管理活動中有效引導輿情、應對網(wǎng)絡危機事件有所幫助。
[Abstract]:With the advent of the era of big data, the country "going out development strategy, introducing" continue to promote the implementation of the reform and opening up, Chinese rapid development process. During the social transformation period followed by the economic structure and deepening development of the social development is not balanced, the increasing social differentiation, the current situation of the development of social contradictions and problems such as increased appear to be particularly prominent. The rapid development of the network makes the information era of big data sharing becomes extremely simple. People through the exchange of information convenient is a new economic model to attract diverse stimulation, changing the traditional mode of life, but also more actively involved in the supervision of the discussion of social issues. The outbreak of free speech characteristics and low cost characteristics of network information communication speed, let the public network public opinion crisis environment become the norm of modern government management. Government is facing a new normal ring like this Exit, should improve the network public opinion crisis management capacity, improve the network of public opinion to guide efforts to enhance the government's ability to govern, to maintain the credibility of the government. This paper analyzes the "Shandong vaccine case" public health network public opinion crisis which is a typical case, combing the network public opinion crisis background, performance, reason, communication theory carding process of the incident influence factors of crisis management, the theory analysis of the incident, with the theory of public crisis stages, analyzes four stages of government crisis events: the government's slow response to the crisis incubation period, crisis emergency government disposal disorder, the spread of the crisis of government crisis recovery period government everything in good order and well arranged, steady recovery. In the information high speed development period. The crisis of network public opinion has gradually occupy an important proportion of crisis for the government, it is a kind of new things, on the occurrence of this crisis The principle of the law and is still in the exploratory stage, the implementation effect and control measures of the poor. In addition, the government in the network of public opinion to guide itself also has some problems, such as lack of coping mechanisms in the process of: government, regulatory mechanism remains to be established, the functions of the government and the concept of public opinion to guide efforts still need to be optimized. The reason there are so many the problem is, in essence, can be summarized as: the government network public opinion crisis consciousness, the government network public relations ability letter to be improved, lack of motivation to change the network public opinion crisis management mechanism. Combined with the case of the existing problems and reasons, and puts forward the corresponding countermeasure: first proposed to improve the government supervision system, clear responsibilities, perfect public opinion monitoring and warning mechanism, can effectively expand the communication of information and crisis management and timely attention to dynamic network public opinion, nip in the bud; secondly, the government should change the function concept, from the ideological concept Read the change is the root of the law. To adapt to the media environment, enhance the response capacity of public opinion, whether the establishment of the spokesman system is to build two micro end public platform, information disclosure efforts should be increased; the government should also strengthen ties with the media, for censorship by means of legal and administrative means the crisis report in the controllable range, and with the ability of mass communication media, help the government to maintain the image in the field of public opinion, to ensure the government's views and opinions can be real, accurately convey to the public; finally, through strengthening the government network public opinion guidance, improve media communication and coordination to further improve the crisis of network public opinion to guide and deal with. The conclusion part of the government crisis management has done some thinking, want the government to grasp the public opinion trends in response to the crisis public relations, master skills, build a new government form This paper attempts to combine the theoretical foundation and the work practice with case analysis method, and summarizes the universal and operable strategies, so as to help the government effectively guide public opinion in the future public management activities and respond to the Internet crisis.

【學位授予單位】：鄭州大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：D63

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