技术吸纳行政:效能评量、现实图景与纵深发展——基于政务微博互动服务的讨论

Technology-absorbing Administration:Efficiency Evaluation,Realistic Picture and Depth Development:A Discussion on Interactive Services of Government Microblogs

信息技术迭代发展与扩散渗透加剧了技术治理价值迷失的担忧和公共管理理论式微的困扰。建构以技术平台承载服务属性、将公众吸纳进政民沟通管道、增进政民互动与情感连结的“技术吸纳行政”治理机制,以政务微博互动服务为切入点对其运行效能进行审视,发现:根据互动服务的效能表现,政务微博可细分为惰性式、单向发布式、“灭火”独白式、虎头蛇尾式和良性互动式五种样态,其具备“技术吸纳行政”的技术储备,但受传统治理范式的影响,互动服务尚未成为主轴,交互功能“技术闲置”与政民互动服务稀缺并存。主要问题为:真诚沟通意愿不足,互动服务沦为程序化游戏,互动内容对公众缺乏共情反应,与公众的对话能力欠缺。从后现代公共行政话语理论中探寻“技术吸纳行政”向纵深发展的改进方案,应以增进相互理解与情感连结为核心,聚集互动服务的真诚意愿,尊重并倾听公众诉求,加强与公众的共情沟通,提升政民共识性对话能力。

The iterative development and diffusion of information technology have intensified concerns about the loss of value in technological governance and the decline of public administration theory.Constructing a governance mechanism of technology-absorbing administration that carries service attributes on a technological platform,absorbs the public into the communication pipeline and enhances the interaction and emotional connection between the government and the people,and examining the effectiveness of government microblogs by taking their interactive services as a starting point,it is found that,according to the performance of interactive services,government microblogs can be divided into five types:the inert type,one-way publishing type,the fire-fighting monologue,the type of tiger's head,snake's tail,and the benign interaction.They have the technological reserves of technology absorption administration,however,due to the influence of traditional governance paradigm,interactive service has not yet become the main axis,and technical idleness of interactive function coexists with the scarcity of interactive service between the government and the people.The main problems are:insufficient willingness to communicate sincerely,interactive services becoming procedural games,lack of empathetic response of interactive content to the public,and lack of dialogue ability with the public.While exploring the improvement plan for the deepening development of technology-absorbing administration from postmodern public administration discourse theory,the government should focus on enhancing mutual understanding and emotional connection,gathering sincere willingness for interactive services,respecting and listening to public demands,strengthening empathetic communication with the public,and enhancing the ability of consensus-based dialogue between the government and the people.