政府应对突发公共事件网络舆情的危机管理——以成都七中实验学校食品事件为例公共关系

政府应对突发公共事件网络舆情的危机管理一一以成都七中实验学校食品事件为例目录（黑体字，小三号字）摘要…IⅡ引言…1一、XXXXXXXXXXXXXX…XX(一)XXXXXXXXXXXXX…XX1.XXXXXXXXXXXXXXX2.XXXXXXXXXXXXXXX(二)XXXXXXXXXXXXXXXX·XX1.XXXXXXXXXXXXXXX2.XXXXXX XXXXXXX·XX二XXXXXXXXXXXXXX…XX(一)XXXXXXXXXXXXX…XX1.XXXXXXXXXXXXX…XX2.XXXXXXXXXXXXX…XXXXXXXXXXXXXXXXXXXX1.XXXXXXXXXXXXX…XX2XXXXXXXXXXXXXXX三、XXXXXXXXXXXXXX…XX(一)XXXXXXXXXXXXX·XX1.XXX XXXXXXXXXX…XX2.XXXXXX XXXXXXXXX(二)XXXXXXXXXXXXXXXX…XX1.XXXXXXXXXXXXX…XX2.XXX XXXXXX XXXX…XX结论XX附录…XX参考文献…XX致谢…XX12政府应对突发公共事件网络舆情的危机管理一以成都七中实验学校食品事件为例摘要突发公共事件所引发的危机就如同纳税和死亡一样不可避免，从重大安全事故到恐怖袭击再到最近造成世界性灾难的“新冠疫情”，其影响范围、影响时间和造成人民生命财产的损失都是巨大且无法估量的。突发公共事件发生后会引起网民在微博、微信等网络社交媒体上围观、讨论和转发，而互联网上的信息良莠不齐，充斥着不实的谣言和企业竞争对手发布的虚假信总等。如果不对网络上的虚假信息加以把控，由此就会引发由网络舆情所带来的诸多消极影响，如社会大众的恐慌、社会不稳定、对企业的正常经营带来影响和政府的公信力降低等。由于突发公共事件本身具有的公共性、突发性、破坏性和不确定性等特点，网络舆情又具有交互性、匿名性和及时性等特点。这两者的复杂结合使得政府运用传统的管理手段难以应对网络舆情危机。本论文通过对突发公共事件、网络舆情的概念分析，运用危机管理理论，通过问卷调查法和案例研究法分析政府管理现状，总结当前管理中存在的问题和不足，最后提出对策和建议。关键词：突发公共事件；网络舆情；危机管理2ABSTRACTThe crisis triggered by public emergencies is as inevitable as paying taxes and death.From themajor security incidents to terrorist attacks to the recent world disaster COVID-19,its influencescope,impact time and the loss of people's lives and property are enormous and immeasurable.Public emergencies will cause netizens to watch,discuss and forward on microblog,wechat andother social media,and the information on the Internet is uneven,full of false rumors and falseinformation released by enterprise competitors.If we do not control the false information on theInternet,it will lead to many negative effects brought by the Intemet public opinion,such as thepanic of the public,social instability,the impact on the normal operation of enterprises and thereduction of the credibility of the govemment.Due to the public,sudden,destructive anduncertain characteristics of public emergencies,network public opinion has the characteristics ofinteraction,anonymity and timeliness.The complex combination of the two makes thegovemment have many problems and difficulties in dealing with the public opinion crisis.Therefore,it is of great theoretical and practical significance to study the crisis management of thegovemment in dealing with the network public opinion of public emergencies.Based on the current situation of the govemment's crisis management of network publicopinion in response to public emergencies,this paper studies how to improve the goverment'scrisis management ability of network public opinion in response to public emergencies.Throughthe concept analysis of public emergencies,network public opinion and crisis management theory,and through the questionnaire survey method,this paper analyzes the public's satisfaction with thegovemment's response to network public opinion in response to public emergencies,Through thecase study method,this paper analyzes the food incident of Chengdu No.7 Middle SchoolExperimental School,and summarizes the problems and shortcomings of the current govemment.According to the problems and deficiencie