【作者】 何易；

【导师】 郑华；

【作者基本信息】 上海交通大学 ， 公共管理， 2010， 硕士

【摘要】 随着互联网技术的广泛应用和普及,网络传播在公共危机发生、发展过程中的影响不断增强,由此引发的网上群体性事件对政府开展危机公关带来了很大的挑战,政府如何运用网络开展危机公关被提上了重要议事日程。虽然网络技术在公共管理领域的广泛应用,特别是政府门户网站的普遍建立,使建设透明、法治、服务政府的实践向前大大迈进了一步,但作为政府形象代言人的政府网站在危机公关中的作用还有待进一步开发。此项研究以上海市闵行区在建楼房倒覆事件为例,旨在探讨政府网站在危机公关中的作用机制。本文综合借鉴了传播学、公共关系学中的议程设置、双向对等沟通、形象修复等相关理念,重在探讨政府网站在危机发生前、中、后三个阶段分别可以对危机公关所起的作用。全文共分五个部分,第一部分是对相关问题国内外研究现状的梳理,并形成研究思路;第二部分是对网络危机公关及其策略、政府网站在危机公关中的作用机制等问题的阐释;第三部分以上海市闵行区政府网站在2009年该区发生的在建楼房倒覆事件中的具体表现为案例,通过实证分析,说明政府网站在危机公关中的优势与不足;第四部分总结了美国、英国、新加坡等国家政府网站在开展公共关系构建方面的成功经验;最后从加强政府信息网上公开、健全网络新闻发言人制度、畅通网上公众参与渠道方面,对完善政府网站提出对策建议。本文采用了文献分析、案例分析、访谈等研究方法,注重理论与实际相结合,对如何发挥政府网站在危机公关中的作用具有较强指导意义。更多还原

【Abstract】 With the quick development of Internet technology, the impact of network communication in public crisis is becoming stronger and stronger. And the mass incidents brought by it are big challenges to government crisis public relations, which make it an important subject to government’s crisis P.R. through the websites. Though the network technology has been widely used in public management, but it isn’t put much attention to its effect in crisis P.R. This study is set the event of building-collapsed in Minhang district in Shanghai as an example to discuss the mechanism of the government website in crisis public relation.This dissertation attempts to inquire into the effect of government website in crisis P.R. in three crisis stages with some ideas of agenda-setting, two-way symmetrical model, image restoration strategies in communication and public relations. There are five parts in this dissertation. Firstly, it is a summary of the present situation of the research related to this subject. Secondly, it is about the present situation of the crisis P.R. on network. Then, it will give a case study which was regarding to the event of a building collapsed in Minhang district in Shanghai in 2009. With empirical study, this dissertation tries to explain the advantages and shortages of the government website in crisis P.R. In the end, combined with the successful experiences of the UN, Britain and Singapore in P.R. through the government websites, the author will give three suggestions to improve the government website.This article adopts some research methods such as literature review, case study and interview etc., and emphasizes the link of theory and practice, contains strong pertinence and guidance for bringing the government website into play in crisis P.R.更多还原