社群媒體對警察科層文化之影響

近年來警察組織因招生方式的多元、社群網絡的興起等因素，內部科層文化開始產生轉變，其中較明顯之案例即是警察制服的更新，近30年未改版的警察制服，利用臉書「NPA署長室」粉絲專頁的即時性、便利性，廣收全國各地員警意見，以最快速方式決定出新一代警察制服。警察機關科層文化現象大致可分為下列四大類特徵：「層級節制」、「依法行政」、「專業分工」、「功績管理」。這四大特徵近年來因為社群媒體興起造成警察科層文化的改變，而社群媒體中又以臉書的使用率最高、最普及，因此本研究採用問卷調查法探究，臉書粉絲專頁官方代表-「NPA署長室」與非官方代表-「靠北警察」兩個不同代表立場的粉絲專頁對警察科層文化影響改變的關係。經研究發現，受訪者普遍認為「靠北警察」粉絲專頁較能有效反映意見，且確實改變警察機關科層文化；但是「NPA署長室」粉絲專頁與「靠北警察」粉絲專頁始終維持良好關係，對於警察機關議題秉持著理性溝通與看待的信念。而受訪者一致認為兩粉絲專頁的出現對於改變警察機關科層文化「依法行政」特徵的認同度最高；改變警察機關科層文化「功績管理」特徵的認同度最低。且在開放問卷填寫中，發現受訪者認為這兩個粉絲專頁對於警察形象提升是正面的，且係很好的警民互動工具。未來這兩個粉絲專頁仍會持續經營下去，相信在互相監督與扶持下，警察機關科層文化會去蕪存菁，創造更好的警察科層文化。

關鍵字

科層文化；社群媒體；「NPA署長室」粉絲專頁；「靠北警察」粉絲專頁

並列摘要

Due to the various ways to recruit the new bloods into the police organizations and the rising of social media in recent years, the internal bureaucratic culture was started to change, such as the renewal of the police uniforms. It has been almost 30 years since the uniforms was started to appear on the street. By the instantaneity and convenience of “NPA(National Police Agency) Director-general’s office” Facebook Fan Page(FFP), NPA collects the opinions nationwide to promote the new generation of the uniforms as quick as possible. There are four characteristics of bureaucratic culture in police agencies: “hierarchy”, “administration by laws”, “specialization” and “performance management”. They start to be changed by the rising of social media among which Facebook is highly and generally used. Therefore, the study adopts survey techniques to explore two opposite FFPs, the official FFP, “NPA Director-general’s office”, and unofficial FFP, “Complaining about police”, to discover the changing bureaucratic culture in police agencies caused by these two FFPs. The study finds that the interviewees agree “Complaining about police” FFP can more effectively reflect the opinions and change the bureaucratic culture in police agencies though both FFPs have good relationships and show the faith of rational communication and positive thinking to police issues. The interviewees also agree that both FFPs have higher impacts on the characteristic of “administration by laws” in bureaucratic culture while less impacts on “performance management”. In the open questionnaires, the interviewees think that both FFPs have benefits on police images and promote the relationships between the police and the public. In the future, both FFPs will be continuously operated and create better bureaucratic culture in police agencies with mutual supervision and support.