突发事件中基层政府信任关系修复研究
发布时间：2019-01-15 23:43
【摘要】：在公共关系学视角下,政府作为公共关系同时也是信任关系的主体,在与民众的交流、沟通、劝说等公关行为中发挥着主导作用,在这一系列与民众构建和谐关系的互动过程中,信息传播的传统媒体和新媒体等全媒体载体也发挥了很大作用,尤其是在面对突发事件时,政府运用全媒体资源有效处置各类复杂信息,并监测民众舆论甚至占据舆论高地,由内而外转变民众对政府的态度和评价,修复政府信任关系起到了至关重要的作用。与此同时,想要修复已经受损了的信任关系或提高现在信任关系水平,除了要准确辨别民众的利益诉求、满足民众的实际需求外,还需要对民众复杂的心理因素作出分析,因为从本质上讲,政府与民众的信任关系归根结底还是民众内心对政府行为、态度等的主观判断和期许,这种心理活动往往是隐晦的、较难把控的,这就要求政府必须把有效的政府行为成功转化为民众的积极评价。因此,处置突发事件中的基层政府信任关系,除了政府在客观上要说的好、做得好,更要在主观上让民众感觉好。在我国面临着"央强地弱"的政府信任关系格局,在一些基层地区发生突发事件时,当有上一级或更高一级的政府加入到突发事件中的处置中来时,通常能够促进事件得到尽快平息,民众向来都是更愿信任高层级政府,面对这种情况,笔者从公共关系视角着手,基于关系管理理论着重阐述了突发性事件与基层政府信任关系的辩证关系,并提出了修复策略,为突发事件中修复基层政府信任关系建言献策。笔者在绪论中首先阐述了选题的研究背景和意义,着重整理了与本课题研究相关的国内外研究综述,采取层层递进的综述整理方法,为读者展现了相对清晰的研究综述脉络;接着就本文的理论基础——关系管理理论的内容与应用做了重点论述,为本文的研究提供了扎实的理论指导。第—章,界定了信任和政府信任的内涵,为进一步解析基层政府信任关系奠定了基础,其中包括对基层政府的范围界定以及基层政府信任关系的类型、意义和作用等内容,最后提出了影响基层政府信任关系的影响因素,包括基层政府执政的合法性、工作人员的履职能力与清廉度、对突发事件处置与应对的实效性以及在此过程中基层政府与媒体关系的维护等方面内容。第二章则顺理成章地引出了本文的研究主旨,即突发事件的处置究竟是怎样影响了基层政府信任关系,并产生了哪些多重影响效果。根据"刺激-内在因素-行为反应"的模式得出,有效处置突发事件与修复基层政府信任关系并不是互为充要条件,在处置突发事件过程中改变公众态度成为基层政府信任关系取得成功的关键,那么"关系管理成功的6C模式"则为成功修复基层政府信任关系提供了建构框架,值得我们借鉴。第三章笔者结合典型的新案例,着重对我国当前突发事件中的基层政府信任关系的管理现状进行了分析。既指出了我国较高层级政府和部分基层政府在突发事件中维护和修复信任关系的优势,也指出了部分基层政府信任关系在突发事件中面临的困境,并从基层政府的应急能力和常态下公信力的缺失、利益分配不均衡、新媒体发展以及基层地区民众的特殊性等方面阐述了困境产生的原因。最后一章作为全文的落脚点,提出了突发事件中基层政府信任关系的修复思路。在强调了以常态下政府形象维护为基础的前提下,以关系管理成功的6C模式为普遍性的指导理念,结合基层政府信任关系在不同类型、不同阶段的突发事件的特殊性提出了修复基层政府信任关系的原则、机制和策略。
[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.
【学位授予单位】：华东师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630
本文编号：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.
【学位授予单位】：华东师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630
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