Online public opinion is a form of social expression, including both positive and negative voices. If negative public opinion is not controlled effectively and in a timely manner, it will affect social harmony and stability. Therefore, to safeguard social harmony, it is urgent to formulate and improve the online public opinion response plan and disposal process, and strengthen the standardization and institutionalization of public opinion management.

Online Public Opinion Response Plan and Disposal Process

Online Public Opinion Response Plan:

I. Principles of Public Opinion Disposal

1. Responsibility by level. In accordance with the principle of hierarchical responsibility, effective measures shall be taken proactively for disposal. The collection, verification and reporting of online public opinion information will be included in institutional performance evaluation.

2. Three synchronization principles for public opinion disposal. Identify, analyze and handle online public opinion in the first instance. Adhere to synchronized response in line with internet rules and practices. Ensure emergency response and media response are deployed simultaneously; disposal and external release are studied together; disposal authorization and release authorization are arranged in parallel, so as to properly resolve public dissatisfaction.

3. Hierarchical response principle. Public opinion is classified into three levels: general, relatively serious and serious. Differentiated response measures shall be taken according to the potential social impact of each level.

II. Organizational Structure

A leading group for online public opinion management is established, specializing in online public opinion monitoring, analysis and judgment, early warning and proposed disposal plans, coordinating relevant departments to implement emergency response and other related work.

III. Online Public Opinion Response Strategies

1. Response guidelines. Follow the principle of information disclosure to ensure authenticity and transparency. In line with the timeliness principle, statements shall be issued promptly to take the initiative in communication. Respond to netizens’ questions in a timely manner to dispel doubts.

2. Response measures. Cultivate professional media personnel as opinion leaders to release professional, authoritative and objective comments and guide negative public opinion. Deploy a professional online public opinion monitoring system to track trends in real time, collect information and report through designated staff. Establish an online commentary team to publish accurate, timely and positive remarks and replies under instructions to steer public opinion in a constructive direction.

IV. Online Public Opinion Disposal Process

1. Real-time and comprehensive monitoring. Establish a monitoring team equipped with a professional public opinion system, combining manual and technical methods to monitor key online and offline areas, figures and incidents in real time, ensuring early detection of public opinion issues.

2. Analysis and assessment. Relevant departments shall analyze and assess the trend and risks of identified public opinion and report promptly to higher authorities.

3. Hierarchical disposal. Online public opinion is divided into three levels: general, relatively serious and serious. Hierarchical responses shall be launched accordingly, with timely investigation, verification, reporting and effective disposal.

4. Timely guidance. Proactively set agendas, release information at the earliest opportunity and earnestly address public concerns. Professional spokespersons shall guide public opinion accurately and rapidly based on the situation and progress of events to reduce and eliminate negative impacts.

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