突發(fā)事件中基層政府信任關(guān)系修復(fù)研究
發(fā)布時(shí)間：2019-01-15 23:43
【摘要】：在公共關(guān)系學(xué)視角下,政府作為公共關(guān)系同時(shí)也是信任關(guān)系的主體,在與民眾的交流、溝通、勸說等公關(guān)行為中發(fā)揮著主導(dǎo)作用,在這一系列與民眾構(gòu)建和諧關(guān)系的互動(dòng)過程中,信息傳播的傳統(tǒng)媒體和新媒體等全媒體載體也發(fā)揮了很大作用,尤其是在面對(duì)突發(fā)事件時(shí),政府運(yùn)用全媒體資源有效處置各類復(fù)雜信息,并監(jiān)測(cè)民眾輿論甚至占據(jù)輿論高地,由內(nèi)而外轉(zhuǎn)變民眾對(duì)政府的態(tài)度和評(píng)價(jià),修復(fù)政府信任關(guān)系起到了至關(guān)重要的作用。與此同時(shí),想要修復(fù)已經(jīng)受損了的信任關(guān)系或提高現(xiàn)在信任關(guān)系水平,除了要準(zhǔn)確辨別民眾的利益訴求、滿足民眾的實(shí)際需求外,還需要對(duì)民眾復(fù)雜的心理因素作出分析,因?yàn)閺谋举|(zhì)上講,政府與民眾的信任關(guān)系歸根結(jié)底還是民眾內(nèi)心對(duì)政府行為、態(tài)度等的主觀判斷和期許,這種心理活動(dòng)往往是隱晦的、較難把控的,這就要求政府必須把有效的政府行為成功轉(zhuǎn)化為民眾的積極評(píng)價(jià)。因此,處置突發(fā)事件中的基層政府信任關(guān)系,除了政府在客觀上要說的好、做得好,更要在主觀上讓民眾感覺好。在我國面臨著"央強(qiáng)地弱"的政府信任關(guān)系格局,在一些基層地區(qū)發(fā)生突發(fā)事件時(shí),當(dāng)有上一級(jí)或更高一級(jí)的政府加入到突發(fā)事件中的處置中來時(shí),通常能夠促進(jìn)事件得到盡快平息,民眾向來都是更愿信任高層級(jí)政府,面對(duì)這種情況,筆者從公共關(guān)系視角著手,基于關(guān)系管理理論著重闡述了突發(fā)性事件與基層政府信任關(guān)系的辯證關(guān)系,并提出了修復(fù)策略,為突發(fā)事件中修復(fù)基層政府信任關(guān)系建言獻(xiàn)策。筆者在緒論中首先闡述了選題的研究背景和意義,著重整理了與本課題研究相關(guān)的國內(nèi)外研究綜述,采取層層遞進(jìn)的綜述整理方法,為讀者展現(xiàn)了相對(duì)清晰的研究綜述脈絡(luò);接著就本文的理論基礎(chǔ)——關(guān)系管理理論的內(nèi)容與應(yīng)用做了重點(diǎn)論述,為本文的研究提供了扎實(shí)的理論指導(dǎo)。第—章,界定了信任和政府信任的內(nèi)涵,為進(jìn)一步解析基層政府信任關(guān)系奠定了基礎(chǔ),其中包括對(duì)基層政府的范圍界定以及基層政府信任關(guān)系的類型、意義和作用等內(nèi)容,最后提出了影響基層政府信任關(guān)系的影響因素,包括基層政府執(zhí)政的合法性、工作人員的履職能力與清廉度、對(duì)突發(fā)事件處置與應(yīng)對(duì)的實(shí)效性以及在此過程中基層政府與媒體關(guān)系的維護(hù)等方面內(nèi)容。第二章則順理成章地引出了本文的研究主旨,即突發(fā)事件的處置究竟是怎樣影響了基層政府信任關(guān)系,并產(chǎn)生了哪些多重影響效果。根據(jù)"刺激-內(nèi)在因素-行為反應(yīng)"的模式得出,有效處置突發(fā)事件與修復(fù)基層政府信任關(guān)系并不是互為充要條件,在處置突發(fā)事件過程中改變公眾態(tài)度成為基層政府信任關(guān)系取得成功的關(guān)鍵,那么"關(guān)系管理成功的6C模式"則為成功修復(fù)基層政府信任關(guān)系提供了建構(gòu)框架,值得我們借鑒。第三章筆者結(jié)合典型的新案例,著重對(duì)我國當(dāng)前突發(fā)事件中的基層政府信任關(guān)系的管理現(xiàn)狀進(jìn)行了分析。既指出了我國較高層級(jí)政府和部分基層政府在突發(fā)事件中維護(hù)和修復(fù)信任關(guān)系的優(yōu)勢(shì),也指出了部分基層政府信任關(guān)系在突發(fā)事件中面臨的困境,并從基層政府的應(yīng)急能力和常態(tài)下公信力的缺失、利益分配不均衡、新媒體發(fā)展以及基層地區(qū)民眾的特殊性等方面闡述了困境產(chǎn)生的原因。最后一章作為全文的落腳點(diǎn),提出了突發(fā)事件中基層政府信任關(guān)系的修復(fù)思路。在強(qiáng)調(diào)了以常態(tài)下政府形象維護(hù)為基礎(chǔ)的前提下,以關(guān)系管理成功的6C模式為普遍性的指導(dǎo)理念,結(jié)合基層政府信任關(guān)系在不同類型、不同階段的突發(fā)事件的特殊性提出了修復(fù)基層政府信任關(guān)系的原則、機(jī)制和策略。
[Abstract]:In the view of public relations, the government, as the main body of the relationship between public relations and the public, plays a leading role in the public relations such as communication, communication and persuasion with the people, and in the interactive process of building a harmonious relationship with the public, The traditional media and new media, such as the information dissemination, have also played a very important role, especially in the face of sudden events, the government is using the full-media resources to effectively dispose of all kinds of complex information, and to monitor the public opinion and even occupy the public opinion heights, The internal and external transformation of the people's attitude and evaluation to the government has played a vital role in the restoration of the government's trust relationship. At the same time, it is necessary to make an analysis of the complex psychological factors of the population in addition to accurately identifying the interests of the population and meeting the actual needs of the population, The relationship between the government and the people is, in the final analysis, the subjective judgment and promise of the government's behavior, attitude, etc., which is often hidden and difficult to control, which requires the government to transform the effective government behavior into the positive evaluation of the population. Therefore, to deal with the trust relationship of the base in the emergency, besides the government's objective to say good, well done, more to make the public feel better. In the face of the "weak and weak" of the government trust relationship pattern in our country, when there is an emergency in some basic areas, when the government at the next level or higher level is involved in the disposal of the emergency, it is generally possible to promote the event to be settled as soon as possible. The public is always more willing to trust the higher-level government, and in the face of this situation, the author starts from the public relations perspective, and focuses on the dialectical relationship between the sudden event and the basic government trust relationship based on the relation management theory, and puts forward the repair strategy. To make suggestions for repairing the trust relationship of the grass-roots government in the emergency. In the introduction, the author first expounds the background and significance of the study of the subject, and focuses on the review of the research in the home and abroad, which is related to the research of the subject, and adopts a layer-by-layer review and arrangement method, which provides the readers with a relatively clear overview of the research. Then, the content and application of the theory of the theory of relationship management in this paper are mainly discussed, and a solid theoretical guidance is provided for the research of this paper. Chapter 3 defines the connotation of the trust and the government's trust, and lays the foundation for further analysis of the trust relationship between the grass-roots government, including the definition of the scope of the grass-roots government and the type, meaning and function of the trust relationship between the grass-roots government and the like, Finally, the author puts forward the influencing factors that affect the trust relationship of the grass-roots government, including the legitimacy of the administration of the grass-roots government, the ability of the staff to perform their functions and the degree of clean-up, the effectiveness of the handling and response of the emergency and the maintenance of the relationship between the government and the media in this process. In the second chapter, the main thrust of this paper is drawn out in chapter 2, that is, how to deal with the relationship between the trust of the base and the effect of the multiple effects. according to the model of the "stimulation-intrinsic factor-behavior response", the effective disposal of the emergency and the trust relationship of the repair base layer is not the necessary and necessary condition for each other, and the change of the public attitude in the process of the disposal of the emergency is the key to the success of the trust relationship of the grass-roots government, So the "The 6C mode of successful relationship management" provides a framework for the successful repair of the trust relationship of the grass-roots government, which is worthy of our reference. In the third chapter, the author analyzes the management status of the trust relationship between the basic government and the government in the current emergency. It not only points out the advantages of the higher-level government and the partial-level government in maintaining and repairing the trust relationship in the emergency, but also points out the difficulties faced by the partial-level government trust relationship in the emergency, and the loss of the public trust from the emergency ability and the normal state of the grass-roots government. The causes of the dilemma are expounded in the aspects of the unbalanced interests distribution, the development of new media and the particularity of the people in the grass-roots region. The last chapter, as the foot point of the full text, puts forward the idea of the restoration of the trust relationship between the base and the base in the emergency. On the premise of emphasizing the maintenance of the government image under the normal condition, the principle of repairing the trust relationship between the basic government and the basic government is put forward in combination with the characteristics of the basic government trust relationship in different types and different stages. Mechanisms and policies.
【學(xué)位授予單位】：華東師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：D630
本文編號(hào)：2409233
[Abstract]:In the view of public relations, the government, as the main body of the relationship between public relations and the public, plays a leading role in the public relations such as communication, communication and persuasion with the people, and in the interactive process of building a harmonious relationship with the public, The traditional media and new media, such as the information dissemination, have also played a very important role, especially in the face of sudden events, the government is using the full-media resources to effectively dispose of all kinds of complex information, and to monitor the public opinion and even occupy the public opinion heights, The internal and external transformation of the people's attitude and evaluation to the government has played a vital role in the restoration of the government's trust relationship. At the same time, it is necessary to make an analysis of the complex psychological factors of the population in addition to accurately identifying the interests of the population and meeting the actual needs of the population, The relationship between the government and the people is, in the final analysis, the subjective judgment and promise of the government's behavior, attitude, etc., which is often hidden and difficult to control, which requires the government to transform the effective government behavior into the positive evaluation of the population. Therefore, to deal with the trust relationship of the base in the emergency, besides the government's objective to say good, well done, more to make the public feel better. In the face of the "weak and weak" of the government trust relationship pattern in our country, when there is an emergency in some basic areas, when the government at the next level or higher level is involved in the disposal of the emergency, it is generally possible to promote the event to be settled as soon as possible. The public is always more willing to trust the higher-level government, and in the face of this situation, the author starts from the public relations perspective, and focuses on the dialectical relationship between the sudden event and the basic government trust relationship based on the relation management theory, and puts forward the repair strategy. To make suggestions for repairing the trust relationship of the grass-roots government in the emergency. In the introduction, the author first expounds the background and significance of the study of the subject, and focuses on the review of the research in the home and abroad, which is related to the research of the subject, and adopts a layer-by-layer review and arrangement method, which provides the readers with a relatively clear overview of the research. Then, the content and application of the theory of the theory of relationship management in this paper are mainly discussed, and a solid theoretical guidance is provided for the research of this paper. Chapter 3 defines the connotation of the trust and the government's trust, and lays the foundation for further analysis of the trust relationship between the grass-roots government, including the definition of the scope of the grass-roots government and the type, meaning and function of the trust relationship between the grass-roots government and the like, Finally, the author puts forward the influencing factors that affect the trust relationship of the grass-roots government, including the legitimacy of the administration of the grass-roots government, the ability of the staff to perform their functions and the degree of clean-up, the effectiveness of the handling and response of the emergency and the maintenance of the relationship between the government and the media in this process. In the second chapter, the main thrust of this paper is drawn out in chapter 2, that is, how to deal with the relationship between the trust of the base and the effect of the multiple effects. according to the model of the "stimulation-intrinsic factor-behavior response", the effective disposal of the emergency and the trust relationship of the repair base layer is not the necessary and necessary condition for each other, and the change of the public attitude in the process of the disposal of the emergency is the key to the success of the trust relationship of the grass-roots government, So the "The 6C mode of successful relationship management" provides a framework for the successful repair of the trust relationship of the grass-roots government, which is worthy of our reference. In the third chapter, the author analyzes the management status of the trust relationship between the basic government and the government in the current emergency. It not only points out the advantages of the higher-level government and the partial-level government in maintaining and repairing the trust relationship in the emergency, but also points out the difficulties faced by the partial-level government trust relationship in the emergency, and the loss of the public trust from the emergency ability and the normal state of the grass-roots government. The causes of the dilemma are expounded in the aspects of the unbalanced interests distribution, the development of new media and the particularity of the people in the grass-roots region. The last chapter, as the foot point of the full text, puts forward the idea of the restoration of the trust relationship between the base and the base in the emergency. On the premise of emphasizing the maintenance of the government image under the normal condition, the principle of repairing the trust relationship between the basic government and the basic government is put forward in combination with the characteristics of the basic government trust relationship in different types and different stages. Mechanisms and policies.
【學(xué)位授予單位】：華東師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：D630
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