國軍申訴制度之探討：以匿名社群「靠北長官」為例

本研究主要是在探討國軍當前申訴制度現況，與匿名社群「靠北長官」之優缺點比較，以了解國軍官士兵對兩者間之態度，並提出相對應之建議。近年來，「靠北長官」情形日漸增加，若單位有相關負面貼文，上至更高層級之主管表示關切，下至基層官兵間使用line截圖口耳相傳。另面對靠北長官」所披露的負面新聞，有關單位均為此檢討相關人員疏失責任，並立即採取因應措施，可見國軍內部對此社團所發布的訊息已具有相當之關注，因此若能有系統地將產生負面貼文之動機予以歸納，並檢示國軍現今申訴實施作法與「靠北長官」之間之差異，有助提供國軍各級主官（管）了解當今「匿名檢控」之問題並設計對應之政策。基於過去對此議題的研究甚少，本研究採取探索性質性研究。研究對象為輿情、申訴、新聞業管各單位主官（管）以及一般官兵，選擇10位實際進行訪談，透過深度訪談探究其對國軍現行申訴制度及對於「靠北長官」之觀點分析歸納與討論之。研究結果除了歸納官兵使用「靠北長官」之動機，更進一步整理出管理階層應對「靠北長官」之三種策略，以提供管理幹部參考。

關鍵字

社群媒體；靠北長官；國軍申訴制度

並列摘要

The purpose of this study is to discuss the military grievance system in Taiwan, through the exploration of user motivation of an anonymous FB fanpage for complainers.Recently,several negative news that were spread from the anonymous FB fanpage have concerned the high level of officers and the frontline soldiers.It is important to understand why military men choose to use ananonymous fan page to complain, rather than follow the grievance procedure to voice their opinions. This study compared the advantages and the disadvantages of using an anonymous FB fan pageto complain. In addition, ten one-to-one interviews were conducted to know military men’s perceptions about the military’s grievance system and anonymous FB fan pages for complainers. Based on results, this study provides three approaches for the military management level to deal with issues from anonymous FB fan page. This study also suggests the military officials how to respond to the negative posts on social media. The study could serve as a reference for the military management level to deal with crisis from negative publicity online.