从“钉子户”事件看政府危机公关

被网络等媒体炒得沸沸扬扬的重庆市"钉子户"事件已经尘埃落定。当地政府积极介入化解这场公关危机,使此次事件得到平息。但"钉子户"事件却显现出政府公关危机治理方面的问题,如政府危机公关体系不完善,对媒体重视不够,与公众沟通不畅等。政府是突发公共事件危机公关的主要角色,应培养政府人员的现代公关意识,运用法律手段完善危机管理体系,建立公关危机管理机制,健全双向沟通机制,从而成功地解决危机。

Government's Responses to Public Relations Crisis in the Event of "Nail Household"

The event of "nail household",a couple in Chongqing who refused to move out of their old house in a compensation disagreement with the real estate developer,came to an end due to the local government's active participation and coordination.Meanwhile,this event demonstrates that,while dealing with public relations crisis,the government had an incomplete system of responding to public relations,paid insufficient attention to the media and failed to have a sound communication with the public.As the leading role in responding to public relations crisis,the government should raise the administrators' awareness of public relations,develop the crisis management system by means of law-making and set up a mechanism of managing public relations crisis and two-way communication mechanism.