网络突发事件舆情应对的经验与反思

Experience of and Reflections on Network Public Opinion in Emergency

随着社交媒体的不断发展、网络社区的逐渐形成,公共舆论已经成为公共管理的重要对象。文章以案例研究的方法,对近年发生的网络突发事件进行研究,探讨了网络舆情应对的经验与反思。研究指出:公共管理部门要正视网络引发的中国式的揭丑运动,要防止公权力跌入"塔西佗陷阱",要在危机事件中及时打开道德窗口,要在突发事件处理中谨防出现危机漂移。在突发事件的舆情应对中,政府部门只有加强对危机管理的策略和技巧的学习,才能更好地带领人民走出公共危机。

With continuous development of the social media and gradual formation of the network community, the public opinion has become an important subject of public administration. This paper studies the network emergencies that have occurred in recent years by the method of case study and discusses the experience of and reflections on dealing with the network public opinion. Research indicates that public management departments should face up to the network-induced Chinese style progressive movement and prevent public power from falling into the trap of Tacitus, that the moral window must be opened timely in the event of a crisis, and that crisis drifting must be cautiously avoided in handling critical public incidents. Only by strengthening the learning of crisis management strategies and skills in response to public opinion can the government better lead people out of public crisis.