社群媒體與警民溝通－以網路短片《女警怎麼了》為例

Social Media and Communication Between Police and Public -Using the Online Video ＂What Happened to the Policewoman?＂ as an Example

黃采瑛(Tsai-ying Huang) ； 夏春祥(Chun-hsiang Hsia)

《中國行政評論》 25卷1期 (2019/03) Pp. 1-37

https://doi.org/10.6635/cpar.201903_25(1).0001

摘要

警察執行勤務與民眾日常生活息息相關，警政機構如何在二十一世紀的新媒體時代因應此一變遷與挑戰，是本文的關注重點。簡單來說，研究想要檢視近年來警民溝通中社群媒體的應用狀況為何？具體案例則以警察、民眾共創的網路短片《女警怎麼了》為對象，並採用警民溝通研究文獻中較少被運用的論述分析法，藉以建立新穎的分析架構，重新闡述台灣社會中警民溝通的實質内涵與其存在的社會脈絡。研究結果顯示：從每天例行的日常生活中建立起互惠的彈性空間、警察工作職業化、使用社群媒體的慣用語彙與民眾時時調頻、抓大放小的「有感退讓」，以及高情緒智商（EQ）勝於高警備武裝等策略，將能增強民眾對於警察執勤的信任建立，促進雙方有效的良善對話，並進而對警察實務能帶來具體而明顯的工作績效。

關鍵字

警民溝通 ； 社群媒體 ； 論述分析 ； 情緒智商 ； 警備武裝

並列摘要

The services provided by the police are closely related to the daily life of the public. This paper focuses on the question of how police organizations can respond to the changes and challenges brought about by new types of media in the 21st century. Or to put it simply: This study attempts to examine the practical application of social media in recent years to facilitate such a communication between the police and the public. The specific sample used for the analysis is the online video ＂What Happened to the Policewoman?＂ that has been produced in collaboration between the public and the police. For this purpose, the discourse analysis method shall be employed, which so far has been comparativley seldom used in research papers concerning the communication between the police and the public. By doing so, a new analysis framework shall be constructed so that it is possible to reveal substantial contents and existing social contexts of the communication between the police and the public within Taiwanese society. Findings of this study indicate the following: Use of strategies such as mutually beneficial flexible spaces within daily life, ＂police＂ professionalism, the use of social media idioms and frequent interaction with the general public, ＂making sensitive concessions＂, i.e. being strict against major offenders and generous in regard to minor violations, relying on high EQ rather than on militarization of police, etc., will establish the public's trust, effectively promote a good dialogue between the two parties, and bring concrete and obvious performance improvements for practical police work.

並列關鍵字

communication between the police and the public ； social media ； discourse analysis ； emotional intelligence ； militarization of the police

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