需求导向下的应急语言服务体系刍议

殷志平

语言战略研究 ›› 2020, Vol. 5 ›› Issue (3) : 12-22.

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语言战略研究 ›› 2020, Vol. 5 ›› Issue (3) : 12-22. DOI: 10.19689/j.cnki.cn10-1361/h.20200301
语言战略研究

需求导向下的应急语言服务体系刍议

  • 殷志平
作者信息 +

A Study of Demand-Driven Language Emergency Service System

  • Yin Zhiping
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文章历史 +

摘要

突发公共事件中的语言服务具有高度的复杂性。为提供合用的语言服务,建立有效的应急语言服务体系,须准确识别语言服务需求。借鉴管理学的顾客识别模型,建立了“服务对象——服务需求细分——服务对象期望值——赈灾响应者语言能力(调节)——服务需求清单”的应急语言服务需求识别模型。基于需求识别模型,分析抗击新冠肺炎疫情中的语言服务实践,指出存在的问题,并提出开展应急语言服务需求和语言水平人口统计学调查,建设应急语言服务学以及在不同层面建立适应需求的语言服务体系等建议。

Abstract

Language services in public emergencies of widespread concern are highly complex in real practice. It is essential to establish an effective national system for language emergency service and provide necessary and appropriate responses in the process. To such an end, the identification of language service needs is the pivotal first step to take. Based on the Customer Needs Identification Model developed by Gong et al. (2003) in management studies, the author proposes a multilayered model to identify language emergency service needs. This demand-driven identification model includes a battery of components, processes and social participants, such as service recipients, service needs segmentation, service recipients’ expectations, language ability of the service providers (adjustment), and service needs lists. Taking this model as an analytic paradigm, this paper investigates the practice of language services in combatting COVID-19 and diagnoses existing problems in the practice. Finally, it offers some suggestions to improve language emergency service, including undertaking surveys of language emergency service needs, collecting census data on language distribution, use and proficiency, developing language emergency service as a discipline of study, and establishing a comprehensive language service system at various levels to meet demands in emergency.

关键词

应急语言服务 / 服务需求 / 应急语言服务需求识别模型 / 应急语言服务体系

Key words

language emergency service / service needs / the identification model of language emergency service needs / language emergency service system

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殷志平. 需求导向下的应急语言服务体系刍议[J]. 语言战略研究. 2020, 5(3): 12-22 https://doi.org/10.19689/j.cnki.cn10-1361/h.20200301
Yin Zhiping. A Study of Demand-Driven Language Emergency Service System[J]. Chinese Journal of Language Policy and Planning. 2020, 5(3): 12-22 https://doi.org/10.19689/j.cnki.cn10-1361/h.20200301

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