重大災難事件有關傳媒溝通與危機管理之研究

The Investigation of Crisis Management and Media Communication in Aviation Accidents

10.6459/JCM.200703_4(1).0009

于煥庭(F. T. Wu)；李文進(W. C. Li)；G. Braithwaite；李怡錫(E. C. Lee)

文化因素 ； 危機管理 ； 空難事件 ； 傳媒溝通 ； Aviation Accidents ； Crisis Management ； Cultural issues ； Media Communication

危機管理學刊

4卷1期（2007 / 03 / 01）

81 - 88

繁體中文

空難事件所造成的傷亡慘重，不僅造成數以百計的家庭破碎，其間政府所動員的軍警與民間團體進行緊急救難、打撈飛機殘骸、失事調查與罹難者遺體之辨認等，皆讓整個社會付出巨大的成本。而傳媒在此時又因災難事件的新聞價值與滿足民眾知的權利而大幅且密集地報導，對航空公司不僅造成形象與聲譽之損傷，更可能造成企業之危機，如何在時間壓力下做出最妥善之危機溝通與管理，進而修補企業已受損之形象，對企業組織之管理階層是一項重大的考驗。本文以華航CI-611澎湖空難事件為例，研究華航在空難發生後之傳媒溝通與危機管理模式，以做為各企業組織未來在精進危機管理策略之參考。由澎湖空難事件可觀察出「文化因素」是未來進行危機管理時必須注意的主題，尤其在危機處理過程中涉及不同的專業、不同的公司組織、與不同的國家之「跨文化因素」一直被忽略，未來應針對文化因素在危機溝通與危機管理策略之擬定做一整合性之研究。

There are often many severe casualties in aviation accidents. As a result, hundreds of families have been broken and huge social costs have been incurred by emergency rescue work organised by governments, local authorities and police, as well as accident investigation and identification of victims. Mass media widely report the accidents in order to gain news merits and publicity. This has led to a negative impact on airline companies who must establish a series of approaches to handle such a crisis and reinforce safety management. This article is based on the accident of flight CI-611, examines the model of communication with news media externally, and crisis management internally. The outcomes of this research can be of assistance to other airline companies. The cultural elements identified by the response to, and investigation of this accident will be the subject of future crisis management issues. In particular, the variety of expertise and organisations involved, as well as cross-cultural issues had been often neglected in previous studies. It is crucial to unify future research between crisis communication by cultural elements and crisis management strategies.

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