Common soft help in official response?

All kinds of mistakes and shortcomings in the official response have damaged the social image of the parties concerned to varying degrees. Through some specific cases, we can see the common weaknesses of the official response.

One of the weaknesses: ignoring the response.

In 2065438+01June, the commentary department of People's Daily published a series of comments on how to respond to social concerns. Among them, a commentary entitled "Seeking Good Governance in Benign Interaction" pointed out: "It is an important goal and realistic way for us to strengthen and innovate social management to pay close attention to the temperature and wind direction of public opinion at all times, to solve doubts and doubts openly and transparently, to build public trust by hearing and hearing, to win the hearts of the people by sincerely safeguarding the interests of the masses, and to enhance social cognition and improve public governance by benign interaction."

It should be said that this view is a profound summary of many lessons in the past, but in real life, some local governments have not really realized the importance of "solving doubts through openness and transparency" and still turn a blind eye to "the temperature and wind direction of public opinion", which often leads to serious damage to the government image.

According to China Business News, on June 29th, 2002, the foundation stone laying ceremony of "Hongda Molybdenum and Copper Deep Processing Project" with an investment of/kloc-0.04 billion yuan was held in shifang city, Sichuan Province. Fearing that the project will have a negative impact on the environment, a large number of local people protested in front of the municipal party Committee for several days in a row and strongly urged the local government to stop the project. At the same time, some emotional citizens had physical conflicts with riot police who maintained order ... In order to avoid further deterioration, on July 4, shifang city Municipal Government and Sichuan Hongda Group Company issued separate statements, announcing the cancellation of this construction plan and never building such facilities in the city.

This is the sensational "Shifang incident". According to reports, the project is a key project for post-earthquake reconstruction in Wenchuan, a major project for industries with distinctive advantages in Sichuan Province, and a key project for the "Twelfth Five-Year Plan" of Sichuan Province. It is estimated that the annual sales revenue will reach 50 billion yuan after completion. More than two years before the groundbreaking ceremony, although there were many doubts about the feasibility of the project, it did not get a proper response from the government. It was not until after the mass incident that the local government made the feasibility report of the project public, but it was too late.

In response to the lessons of Shifang incident, Mao Shoulong, executive vice president of institute for public policy of China Renmin University, pointed out in the Global Times: "How to communicate effectively with ordinary people is also an ability that many grass-roots governments urgently need to improve. Without effective communication, the credibility of the government will be greatly questioned. This molybdenum-copper project is a typical example. It is reported that the molybdenum-copper project can achieve zero pollution, zero emission and recycling. If it is true, the local government should come up with specific work data analysis earlier, and ask relevant authoritative experts to explain the reasons to the people and explain them clearly so that the people can weigh, choose and understand. In that case, I believe the result will be much better. "

Editor's comment: In the self-media era of "everyone has a microphone", the speed and timing of official response to social concerns are directly related to the trend of the situation. If you want to do a good job, it is not advisable to fight alone. You must really pay attention to people's concerns and take the mass line in good faith. If you deliberately hide and avoid contradictions, it is likely to lead to "small things dragging, big things dragging." It must be noted that the era of "you don't tell, the world will never know" is long gone. Hiding the truth is tantamount to stealing the bell, and distorting the truth can only bring about my own destruction.

The second weakness: passive coping.

20 12 September, the Report on Image Crisis Response (20 12) completed by the Crisis Research Center of China Renmin University was released. The report points out that the image crisis of the government, as the main body of public service and social management, often stems from liability accidents and becomes a passive response.

According to the Economic Information Daily, on the afternoon of 2013,6543810.5, Handan City, Hebei Province suddenly stopped water supply in a large area. Soon, the rumor of "water pollution" spread like wildfire, causing the public to grab water.

"Handan is short of water" can be described by an idiom: "The city gate is on fire, and the fish in the pool are affected."

2012121231,an aniline leakage accident occurred in Tianji Coal Chemical Industry Group Co., Ltd., Changzhi City, Shanxi Province, which caused about 8.7 tons of aniline to flow into Zhangzhuo River, affecting 28 villages along the river in Shanxi Province, and also affecting Hebei and Henan provinces in the lower reaches of Zhang Zhuo.

Once the information of 20 13 1.5 aniline leakage accident was released, it quickly attracted the attention of the media and public opinion. From the evening of the 6th to the morning of the 7th, relevant parties in Changzhi held three consecutive media briefings, but the media generally reported that the information was "both lacking and empty". From the afternoon of the 7 th, the official fell into a state of "aphasia".

"The leakage accident has happened for five days. Why did Changzhi City delay reporting? Not disclosed to the public? Is it because paper can't hold fire that information is leaked? " Wang Yiping, director of Changzhi News Center Office, responded to the media's query: "We all reported according to the prescribed procedures, not the five-day evening paper. After the pollution occurs, as long as the pollution does not reach the Changzhi border, it seems that there is no need to report it to the province and deal with it yourself. Once you leave the country, you need to report it. I am not very clear about the specific situation. "

"hearing this is sophistry." In this regard, Zhu, a professor at the National School of Administration, retorted, "The relevant local departments should report it in time. Only by emergency reporting can relevant departments make various plans for downstream counties and cities earlier and better, effectively prevent the impact of pollution and protect ordinary people from water pollution. "

In the case that public opinion is increasingly questioning the "late report" and the pollution has spread to neighboring provinces, it was not until 8 pm on October 6, 65438/KLOC-0 that the relevant parties in Shanxi Province held the first media briefing. However, the meeting only briefly introduced the measures taken by the Changzhi municipal government and the accident-prone enterprises within five days, and ended hastily. On the morning of 7th 1, the second media briefing was held. After reading several sets of monitoring data, the spokesman left in a hurry. Because there was no interpretation of the relevant data, almost no one understood the reporters present, and the audience was in an uproar. It wasn't until the third media briefing held on the morning of the 7th that Zhang Baocai, mayor of Changzhi City, admitted that he "didn't report the pollution accident in time because he didn't know enough about the seriousness of the accident" and made an apology. Since then, the official has been silent.

As authoritative information withdrew from the field of public opinion, it failed to respond positively to the focus of public opinion, which led to the depth and breadth of doubt. From the afternoon of the 7th, various media went deep into the villages, reservoirs, sewage drains and other related locations on both sides of Zhangzhuo River for interviews. On the 8th, negative news and rumors about "Changzhi aniline leakage" were overwhelming on the Internet. With the help of the "amplification effect" of online media, the voice of doubt has been upgraded from the initial "why was it reported five days later" to "whether there is a false report on aniline leakage", "whether there are other pollution sources" and "why is the online monitoring system invested heavily in Shanxi Province out of order" ... The turn and spread of public opinion has led to the Shanxi authorities being passive again.

Editor's comment: The reason why some unexpected events have intensified has put the government in an embarrassing situation. The key lies in improper response and insufficient evidence. Negative coping is not only manifested in the "aphasia" at the critical moment, but also in the lack of sincere attitude and substantive content in coping. Some experts pointed out that although governments at all levels actively released social concerns to fill the "response gap", their responses were often vague, evasive, and concealed information, full of rhetoric, empty talk, nonsense and even lies. Some responses deliberately distorted the facts, and the result was often shattered glass.

The third weakness: shirking responsibility

Under the dual pressure of "promotion depends on political achievements and accidents should be held accountable", many parties often present different "conditioned reflexes"-they always try their best to connect with the efforts of their own departments in events praised by public opinion; In case of being questioned by public opinion, we always try our best to choose the responsibility of our own department.

According to Xinhua and other media reports, on June 6, 1965, 438+2003, 65,438+2003, Weibo claimed that Gong Aiai, vice president of Shaanxi Shenmu Rural Commercial Bank, owned more than 20 properties in Beijing, with a total value of nearly one billion yuan. He also said that he had two accounts and a fake ID card named Gong Xianxia. With the popularity of Weibo and net posts about Shenmu's "Sister Fang" on the Internet, it quickly triggered the focus of public opinion.

65438+1October 18 Shenmu rural commercial bank responded: Gong Aiai was an employee of the bank and served as the vice president, but she submitted her resignation application on 20 12, and she lost contact with her unit. 20 13 12, the board of directors of Shenmu rural commercial bank has approved Gong Aiai's resignation application.

65438+1October 18, the party Gong Aiai publicly admitted that he had two identity cards in the media, claiming that he was "unaware" and did not deliberately exploit the loopholes of the law. At the same time, she stressed that the money for buying a house is from operating a coal mine, and some properties are purchased at home. Many houses have loans and need to be repaid every month.

65438120, Shenmu County official responded that Gong Aiai and Gong Xianxia were the same person, and the latter's household registration was false, which was caused by the "mistake" of the staff of Hook Police Station in Linxian County, Shanxi Province, and Shenmu police had cancelled Gong Xianxia's household registration.

65438+1October 2 1, CCTV's news 1+ 1 column made a deeper exploration of the incident. In the wave after wave of doubts, Shenmu's "house sister" incident escalated into a news event of national concern. Because the explanation of "input error" can't solve the mystery of "Fang Jie", mainstream media have made comments one after another, showing distrust of the official response, which has put Gong Aiai, Shenmu Rural Commercial Bank, Shenmu County Public Security Bureau and Shanxi Linxian Public Security Bureau under great public pressure.

After 65438+1October 22, with the decision that the relevant responsible personnel in Linxian County, Shanxi Province and the relevant personnel in Shenmu County Public Security Bureau of Shaanxi Province were suspended and investigated in depth, the further fermentation of public opinion was alleviated to some extent.

The People's Daily pointed out in the Daily Public Opinion Express on June 24, 65438: "At the beginning of the exposure of the' Sister Fang' incident, the local government was eager to shirk its responsibility, claiming that the appearance of these two accounts was due to mistakes made by the staff. This kind of response is obviously difficult to convince the people and is also overdrawing the credibility of the government. "

Editor's comment: Objectively speaking, social governance cannot be foolproof at any time and in any country. The terrible thing is to perfunctory in the face of contradictions and make mistakes again and again. Making excuses is nothing more than shirking responsibility, and some illogical and vague excuses often add fuel to the fire, because the IQ of the public is not as low as some parties think. We should not make excuses and find fault with mistakes and loopholes in our work, but should frankly admit mistakes and correct them in time. The public will not let the horse go south because of the death of the parties concerned, nor will they be merciless because of some work mistakes of the parties concerned.

The fourth weakness: anticlimactic

2065438+20031October 20th, 65438+2003, Xinhua Daily Telegraph published a reporter's comment entitled "Unexpected events: a complete set of investigations on heat response and cold response". The article pointed out: "Landslides, hidden mine accidents, plasticizers, fast-growing chickens ... have all been hot events that have touched people's nerves, and the accountability for accidents has gradually disappeared. The article further questioned, "With the development of network information today, most places choose to express their views on hot events of social concern quickly. However, is this "quickness" really due to "giving the people a sincere and responsible account"? "

According to People's Daily Online, in April 20 12, the Urban and Rural Residents Insurance Administration of Lichuan City, Hubei Province recruited two staff members, and more than 20 people came to apply. Because the first interview was the son of the head of the medical insurance unit of the bureau, and the second interview was the son of the head of the employment service unit of the bureau, some netizens reported that the bureau was engaged in "radish recruitment".

In the face of questions from netizens, Tan, Party Secretary of Lichuan Human Resources and Social Security Bureau, said that the recruitment result was "coincidence" and there was no favoritism. Since then, after investigation by local authorities, Lichuan Human Resources and Social Security Bureau did have some problems in organizing the recruitment of urban and rural residents' social insurance administration, such as lax qualification examination and testing organization.

201May 18, Chen Qun, director of Lichuan Foreign Affairs Office, responded to the media: "At present, we will cancel the test results first. As for whether recruitment will be organized in the future, it is still unclear. "

20 12 On May 23rd, 2 1 2, Century Business Herald published a survey on "radish recruitment" in Lichuan, Hubei Province, which was written by our reporter. The article further raises a question: "The organizational chart of Lichuan Social Labor Insurance Administration Bureau shows that the bureau has approved the establishment of 30 people, and the actual number of employees is 30. How can I recruit when the number of people is full? " "According to the analysis of the insiders, apart from the resettlement of demobilized cadres and the transfer of personnel, it is impossible to enter people with full staffing, and there are great doubts." "Many people familiar with the matter in Lichuan City believe that this recruitment cannot simply say that the results have been cancelled. Because it is very likely that the person you want to enter can't get in, you simply don't engage in secondary recruitment. " "