危機管理中新聞處理工作之探討－以公立大學圖書館為例

Responding to the Media in Public University Libraries during a Crisis

高鵬(Peng Kao)

《大學圖書館》 9卷2期 (2005/09) Pp. 72-91

摘要

任何對組織產生不良影響，並且需要啟動危機管理的事件即是危機。以公立大學圖書館而言，某些服務政策導致師生之抱怨、讀者館員間意見不合之衝突，以及讀者在館內抵觸法律或文化之違規行為等皆有可能產生危機，造成諸如影響圖書館聲譽、降低服務品質、威脅館員讀者安全等負面效果。所以圖書館最好建立一套危機管理程序解決問題；此時，若有傳播搏體前來採訪，則必須執行這套程序中的新聞處理機制，妥善應付記者們在採訪新聞方面之要求。公立大學圖書館之新聞處理機制包括選擇與培養稱職的發言人、遵循法制以澄清錯誤報導和訂定完善的新聞處理規範等，俾能於危機形成而引起媒體注意時，妥善進行溝通互動，做好新聞處理工作。

關鍵字

危機管理 ； 大學圖書館 ； 圖書館管理

並列摘要

An issue that results in negative effects against a certain institute and requires crisis management is considered a crisis. For public university libraries, a possible crisis ranges from policies that may arouse complaints from faculties and students, disagreement between users and librarians, to user behaviors that are against regulations. Those issues may turn out to be critical events that may lower the service quality of the library, threaten the security of librarians or patrons, furthermore damage the library's reputation. Therefore effective crisis management must be implemented in time. In the meantime, the PR (public relation) mechanism must also be turned on to meet the demands of the media. To deal with the media appropriately, the PR mechanism in public university libraries should include an competent spokesman, standard procedures in dealing with the media, and requesting clarification on incorrect reports.

並列關鍵字

Crisis management ； University library ； Library management

參考文獻

黃瓊慧(2002)。當前校園危機的管理與因應。學校行政雙月刊。22，44-45。

顏秀如(2001)。談校園危機的管理與因應。學校行政雙月刊。13，52。

Adams, W. C.(2000).Responding to the Media During a Crisis: It's What You Say and When You Say It.Public Relations Quartely.45(1),27-28.

Dettelback, W. W.(1993).Communicating During a Crisis.Bank Marketing.25(4),26.

Howard, C.(1985).On Deadline, Managing Media Relations.New York:London.