中文摘要：

[目的/意义]基于4R危机管理理论，从缩减、预备、反应和恢复四个阶段对政府网络舆情危机管理的方法手段进行认真的分析和概括。同时，分析了影响政府网络舆情危机应对手段有效性的情景要素，为政府处置网络舆情危机提供有益的参考。[方法/过程]在梳理国内外政府网络舆情危机管理相关研究成果之上，基于4R理论设计了通用政府网络舆情危机场景下的应对手段。以丽江政府网络舆情危机事件为例，探讨危机应对手段的具体情景应用。[结果/结论]4R危机管理理论是一种重要的理论工具，因其在价值取向、行动目标和周期划分上与政府处置政府网络舆情危机有高度契合，因此将其应用于政府网络舆情危机管理具有适用性。危机的概率、种类、强度是影响政府网络舆情危机应对手段有效性的要素，因此危机应对手段的选用要依据具体的危机情景而定。

英文摘要：

[Purpose/Significance]Building on4R crisis management theory,this thesis analyzed and summarized the management methods of government network public opinions from the perspectives of reduction,readiness,response and recovery.Besides,this thesis analyzed the situational factors that affect the effectiveness of government network public opinions,delivering useful and practical examples for the government’s response to network public opinions crisis.[Method/Process]Based on the systematic study of relevant researches on government network public opinions at home and abroad,this thesis worked out the response methods for common situation of government network public opinions and took Lijiang government network public opinions events for instance,discussing the concrete application of crisis response methods.[Result/Conclusion]As an important theoretical tool,4R crisis management theory highly conforms to the management of government network public opinions in terms of value trends,actions goals,and cycles divides,thus it was available for government network public opinions management.Th e probability,type and intensity of crisis were main factors aff ecting the eff ectiveness of government network public opinions,in this way,this thesis could draw the conclusion that the application of response methods depends on the specifi c crisis situation.