需求导向下的应急语言服务体系刍议  

A Study of Demand-Driven Language Emergency Service System

作　　者：殷志平 Yin Zhiping

机构地区：[1]上海殷殷商务咨询有限公司战略咨询部,上海200030

出　　处：《语言战略研究》2020年第3期12-22,共11页Chinese Journal of Language Policy and Planning

摘　　要：突发公共事件中的语言服务具有高度的复杂性。为提供合用的语言服务,建立有效的应急语言服务体系,须准确识别语言服务需求。借鉴管理学的顾客识别模型,建立了“服务对象——服务需求细分——服务对象期望值——赈灾响应者语言能力(调节)——服务需求清单”的应急语言服务需求识别模型。基于需求识别模型,分析抗击新冠肺炎疫情中的语言服务实践,指出存在的问题,并提出开展应急语言服务需求和语言水平人口统计学调查,建设应急语言服务学以及在不同层面建立适应需求的语言服务体系等建议。Language services in public emergencies of widespread concern are highly complex in real practice.It is essential to establish an eff ective national system for language emergency service and provide necessary and appropriate responses in the process.To such an end,the identifi cation of language service needs is the pivotal fi rst step to take.Based on the Customer Needs Identifi cation Model developed by Gong et al.(2003)in management studies,the author proposes a multilayered model to identify language emergency service needs.This demand-driven identifi cation model includes a battery of components,processes and social participants,such as service recipients,service needs segmentation,service recipients’expectations,language ability of the service providers(adjustment),and service needs lists.Taking this model as an analytic paradigm,this paper investigates the practice of language services in combatting COVID-19 and diagnoses existing problems in the practice.Finally,it off ers some suggestions to improve language emergency service,including undertaking surveys of language emergency service needs,collecting census data on language distribution,use and profi ciency,developing language emergency service as a discipline of study,and establishing a comprehensive language service system at various levels to meet demands in emergency.

关 键 词：应急语言服务 服务需求 应急语言服务需求识别模型 应急语言服务体系 

分 类 号：H002[语言文字—语言学]