应急语言服务质量标准体系构建研究

Quality Standards System for Emergency Language Services

在抗击新冠肺炎疫情等重大事件的行动中,应急语言服务都发挥了积极作用。应急语言服务质量是做好应急语言服务的根本保证,但目前尚未有构建应急语言服务质量标准体系的专门研究。在梳理应急语言服务质量相关研究的基础上,参考现有相关标准、研究文献,并咨询专家,初步构建了以服务主体、服务过程、服务结果为评价维度,针对语言沟通类产品的应急语言服务质量标准体系,以期为推动应急语言服务的规范化和标准化,完善我国应急语言服务体系,提升服务能力提供参考。

Emergency language services have played an active role in actions against major events such as the new crown pneumonia epidemic.The quality of emergency language services is the fundamental guarantee of good emergency language services,but there has been no special research on constructing a standard system for emergency language service quality.On the basis of sorting out the research related to emergency language service quality,referring to the existing relevant standards and research literature,and consulting experts,a preliminary emergency language service quality standard system for language communication products with service subject,service process and service result as evaluation dimensions is constructed,with a view to promoting the standardization and standardization of emergency language services.It is intended to provide reference for promoting the standardization and standardization of emergency language services,improving China’s emergency language service system,and enhancing service capacity.