What are the skills of public opinion information processing?

Tip 1: Distinguish between official document language and media language.

In response to public opinion, government departments should distinguish between official document language and media language. The main body of official document report is often leading cadres, and the content of the report is often the work and achievements made by departments and personnel at all levels to complete a certain task. Media language pays attention to winning with facts and details, weakens leadership and role, and reflects public concerns more. Because the response of government public opinion is oriented to the public, we should consider the requirements of mass communication in language application. For example, 20 17 Ningbo "1 1? After the "26" explosion accident, the administrator released 243 words of accident-related information, of which 220 words were written by leaders at all levels. The circular also lists the positions and names of leaders at all levels in great detail, but the public is more concerned about the cause of the accident and the number of casualties only a few figures. Obviously, this writing does not meet the requirements of the language of public opinion. Today, with the diversification of communication methods and information channels, this kind of information release seems to show the image of leading cadres performing their duties, but in fact it overdraws their influence and credibility.

Tip 2: Don't use Putonghua cliches in public comments.

After the public opinion incident, some departments often cause secondary public opinion because of improper tone, expression and words in the notification. When expressing your position on an event, especially the casualties caused by natural disasters, production safety, violent attacks, etc. Avoid bureaucratic rhetoric. Routine expressions will make the public opinion processing department appear indifferent and rigid when dealing with public opinions, such as "family members are emotionally stable" and "people's lives are not affected". For example, in the incident that four children were buried in Yuanyang, Henan this year, the investigation report of "emotional stability of family members" triggered public criticism. The death of a loved one is a sad thing in life. How can we be "emotionally stable" with the feelings of ordinary people? This stubborn mindset and ungrounded mandarin rhetoric make the official release the object of public opinion "bombardment".

Tip 3: Public opinion response is far from "language touting"

In the response to public opinion, flattering language such as "busy schedule", "personally guiding rescue" and "making an important speech" often become an important factor causing secondary public opinion. The taboo words and careful words in Article 5 of Xinhua News Agency's News Information Report (revised in July 2065438+2009) point out that the word "individual" should be used carefully when reporting various activities of leading cadres at all levels. The People's Daily commented that the word "individual" itself does not have much emotional color, but it is not so appropriate to modify some words and deeds of leading cadres. Some leading cadres feel that they are in power and are often "bureaucratic" to subordinates and the masses. If they do something within the scope of their duties, they will feel hard, and "personally" will become a habitual decoration to highlight their "contribution." In the language expression of public opinion response, we should avoid this kind of "language touting" causing public dissatisfaction.

Tip 4: The official response is wary of "Lei Yu"

Due to the lack of public opinion literacy, some departments have expressed "shocking words" that are incompatible with public concern in their public opinion responses, which has triggered public criticism. 20 18 A teacher asked a question to the official WeChat of the People's Government of Guichi District, Chizhou City, Anhui Province, but received a shocking reply such as "You don't talk, no one treats you as dumb" and "I seem to hear a group of mosquitoes buzzing". Coincidentally, on 20 18, a netizen left a message in the mailbox of the mayor of kangbashi district People's Government in Erdos City, Inner Mongolia, asking "why only the public security bureau was arranged to plant trees during May Day", and the official reply was "If you are dissatisfied with this, I suggest finding another job". As a government department, such a "bullish" reply made the public "stunned" and could easily be regarded as "arrogance of power". Although the relevant departments explained that the official micro-reply was caused by the "system automatic reply" and apologized for the improper reply, it still caused adverse social impact objectively and caused public opinion to question the bureaucracy of the relevant departments.

Tip 5: Avoid being too absolute in public opinion response.

Relevant departments should avoid using too absolute words when disclosing information, such as "no comment" and "making something out of nothing", which may easily lead to public dissatisfaction and even siege. The correct way is to show empathy, use words carefully, don't rush to a conclusion, and leave room for correcting mistakes and solving problems. Feng Junfeng, the political commissar of the "Tiger Group", broke through the traditional discourse framework in the lyric incident of the Red, Yellow and Blue Kindergarten on 20 17, and expressed the empathy that "children are the future of the motherland and the future of the army" very well. As the incident is still under investigation, Feng Junfeng stressed in his response that "from the current investigation, the troops have nothing to do with this incident, but this investigation is also preliminary, and the next investigation will continue", instead of rushing to a conclusion, he stressed that this was a "preliminary result" and won the trust of public opinion.