公民電子參與及組織回應性—以政府首長電子信箱為例

Abstract

本研究係探討政府組織對民眾意見的回應性，並提出行政組織回應形式的架構，來修正及區分政府回應的層次。透過分析政府電子信箱中行政組織與民眾之間的信件回應內容，本研究提出行政組織回應性階梯，共分為八階，即政策調整、溝通參與、虛心檢討、澄清誤會、政績/進度宣導、法規宣達、移轉通知、意見知悉，來了解組織是否能透過電子民意信箱，傾聽人民的聲音、了解民眾的需求，以及真正解決民眾的問題。本研究共分為五章，第一章為緒論，陳述研究動機、目的、流程及限制。第二章進行文獻回顧，主要內容為公民電子參與、電子信箱概況及組織回應性。第三章則說明研究方法、分析架構、及個案選擇方式。第四章為資料分析，並分三節逐案討論。第五章為研究發現與建議。本研究發現政府組織普遍使用消極的回應層次，而在爭議性議題的回應，表現得較為積極。

Using e-mail box of premier office as case study, this study aims to investigate organization responsiveness and propose the structure of it, for correcting and distinguishing the levels between the organization responsiveness. Through the e-mail content analysis between the government and the public, this study attempts to summarize the forms of organization responsiveness ,i.e. policy adjustments, communication participation, open-minded review, clarify misunderstandings, performance/ progress propaganda, regulations propaganda, transfer notice, and opinion receiving, and to know whether the organization through the e-mail, listen to the voice of the people, understand the needs of the people, and really solve the problem of the people. The study is divided into five chapters. First chapter states the motive, purpose, processes and restrictions. Chapter two probes into the theory of e-participation, the overview of the e-mail box of government, and organization responsiveness. Chapter three explains the research methods, analytical framework, and the method of case selection. The following chapters are cases study. Chapter five is about findings and recommendations of the research. This study found that the passive level of organization responsiveness is widely used by government, but in response to controversial issues, the government performance is more positive.