政务社交媒体中公众情感治理:理论框架与实施策略  

Emotional Governance in Government Social Media Contexts:Theoretical Framework and Implementation Strategies

作　　者：张敏[1] 张可 张东鑫 ZHANG Min;ZHANG Ke;ZHANG Dongxin(School of Information Management,Central China Normal University,Wuhan 430079,China)

机构地区：[1]华中师范大学信息管理学院,湖北武汉430079

出　　处：《情报科学》2024年第10期116-124,170,共10页Information Science

基　　金：国家社会科学基金项目“政务社交媒体用户信息获取中的情感体验及效用研究”(20BTQ048)

摘　　要：【目的/意义】构建政务社交媒体中的公众情感治理理论框架与实施策略,厘清政务社交媒体中公众情感刺激因素与情感特征、政府情感治理策略,以及政府情感治理效用维度。【方法/过程】通过系统性文献综述辨析和解构了情感治理的概念内涵与概念体系;借鉴社会情感生成与调控理论,勾勒情感治理的总体形态及技术表征,最终融合多学科视角构建政务社交媒体情感治理的理论框架。【结果/结论】在日常与危机情境中,情感刺激因素包括议题内容、政府能力等;可挖掘的公众情感特征包括情感极性、强度、类型和波动4个维度;政务社交媒体情感治理目标可划分为情感监督、情感引导和情感塑造,分别对应技术导向、情境导向和价值导向的治理策略,最终可实现实践、关系、传播等不同层面的情感治理效用。【创新/局限】政务社交媒体情感治理研究取得了一定进展,但当前研究仍存在理论研究不足、情感测量方法单一等问题,未能深入挖掘政务社交媒体情感治理的巨大潜力。【Purpose/significance】Constructing a theoretical framework and implementation strategy of emotional governance in the context of government social media,to clarify public emotional stimuli and characteristics in government social media,and government emotional governance strategies,and government emotional governance utility dimensions in social media.【Method/process】Adopting a systematic literature review approach to identify and deconstruct the conceptual connotations and conceptual system of emotional governance;use the theory of social emotion generation and regulation for reference to outline the overall form and technical characterization of emotion governance,and ultimately integrating multidisciplinary perspectives to construct a theoretical framework for the emotion governance of government social media.【Result/conclusion】In daily and crisis context,emotional stimuli include issue content,government capability,etc.;the public emotion characteristics that could be mined include 4 dimensions of polarity,intensity,type and volatility.In addition,the emotional governance goals of government social media can be divided into emotional supervision,emotional guidance and emotional shaping,which correspond to technology-oriented,context-oriented and value-oriented governance strategies,respectively,and can ultimately realize the emotional governance utility at different levels such as practice,relationship and communication.【Innovation/limitation】The research on emotional governance of government social media has made some progress,but the current research still suffers from the problems of insufficient theoretical research and a single method of emotion measurement,and has not been able to deeply explore the great potential of emotional governance of governmental social media.

关 键 词：政务社交媒体 情感治理 情感治理策略与效用 多理论融合 系统性综述 

分 类 号：G206.3[文化科学—传播学] D035-39[政治法律—政治学]