Deng Junfeng, Member of the Standing Committee of Neixiang County Committee and Director of the Office of Neixiang County Committee, Nanyang City, Henan Province
Yao Wenshu, Director of the Supervision Office of Neixiang County Committee, Nanyang City, Henan Province
Neixiang County has relied on the effective handling of netizen messages to continuously strengthen online governance, ensure smooth channels, listen to public opinion, resolve grievances, and pay attention to people's livelihoods. By constantly exploring in the process of strengthening supervision, it has gradually summarized and formed a "three-three" working mechanism. This has made the People's Daily Online "Local Leaders Message Board" and the Nanyang News Network "Talk to the Secretary and Mayor" column become the main channels for the public to express their appeals. The handling of netizen messages has become an assistant to promote the central work of the Party committee, a helper to inspire officials' enthusiasm, and a promoter to safeguard the immediate interests of the masses, gaining the approval of the Party committee, the support of officials, and the satisfaction of the masses, achieving good results.
I. Highlighting Three Key Points
To a certain extent, the Internet is also an open medium. Netizens leave messages with clear purposes and wide-ranging content. Only by categorizing and highlighting key points can we achieve targeted efforts and demonstrate effectiveness. We have consistently adhered to the following three points:
1. Focus on supervising leadership instructions, ensuring prompt action. On one hand, we emphasize handling the instructions from higher-level leaders. Handling netizen messages is a systematic project. For netizen messages concerning our county that are noted by higher-level leaders, we immediately begin research upon receiving the task, resolutely ensuring that every assignment is handled, every handling yields results, and every result is reported. After receiving the instruction from Party Secretary Huang Xingwei regarding the issue of tourism development at Baiman Seven Star潭in our county, the county committee attached great importance to it. Combining the key issues reflected, they immediately formed a handling group led by the secretary of the Political and Legal Affairs Committee, with the heads of the Discipline Inspection Commission, Propaganda Department, Public Security Bureau, Tourism Bureau, and related townships as members, specifically responsible for investigation and handling work. Through a month of visits, investigations, evidence collection, document review, solicitation of opinions, and tracking supervision, a historical legacy issue that had dragged on for 13 years was successfully resolved.
On the other hand, we emphasize handling the instructions from our county's leading officials. During the daily handling process, we first screen out issues involving the focus of the leaders' attention, key points affecting the overall situation, and concentrated opinions of the masses. We form specific reports and proposed handling opinions for the leaders to review and provide instructions. For the instructions from the leaders, we promptly register, archive, forward, supervise, and require timely completion while clearly assigning specific personnel from the County Committee Supervision Office to track supervision and assign the "top leader" of the specific responsible unit to handle it, ensuring rapid processing.
2. Focus on supervising issues signed with real names and contact details, ensuring strict investigation without delay. In netizen messages, those signed with real names or real contact details may involve unresolved difficulties closely related to the netizens' immediate interests that need urgent resolution. For such messages, we always take resolving the public's worries as our fundamental starting point and goal. Upon receiving such messages, we immediately fill out a special "Supervision Notice" and issue it to the "top leader" of the relevant unit, clarifying the handling matters, completion time, feedback requirements, etc., ensuring responsibility and requirements are in place. At the same time, for the preliminary feedback, we send specific personnel to meet the poster in person, verify the problem-solving situation face-to-face, and solicit opinions and suggestions.
Upon seeing the message reflecting land adjustment disputes by the residents of Hu Zhuang Group in Fuwan Village, Shigang Town, we quickly instructed the Shigang Town Party Committee and government to conduct investigations and handle the matter while promptly communicating with the poster to ensure the issue was addressed in a timely manner. When supervising the labor dispute issue raised by Li Cuihong in Shigang Town, due to the case being a long-standing unresolved issue involving multiple units, heavy investigation and coordination tasks, we faced pressure but insisted on genuine supervision and practical handling. We urged relevant departments to form an arbitration committee for arbitration, finally resolving a dispute that had lasted for nine years.
3. Focus on supervising issues meeting the six-element criteria, ensuring no shirking. For issues reflected in netizen messages that meet the six basic elements—Who, What, Where, When, Why, and What is sought—we adhere to not shirking or passing the buck, ensuring thorough handling. Upon seeing a message reflecting that taxi drivers in our county were using pagers to insult each other, severely damaging our county’s image, despite the lack of specific contact information, since it met the six-element criteria, we clearly assigned the Supervision Office to investigate deeply into the actual situation, understand the truth of the problem, and order the taxi industry and its supervisory department to formulate specific management measures, strengthen civility education, regulate civilized business practices, and maintain our county’s overall image. Upon seeing a message reflecting the issue of arrears in pensions for retirees during the reform of the county's industrial and commercial system, we did not fear complexity, ordering the newly established Market Development Center to handle it immediately. After coordinating with multiple departments and conducting two special supervisions, the issue was finally resolved, ensuring the living standards of retirees.
II. Doing Three Orientations
In the Internet era, when netizens have misunderstandings about the Party committee and government or individuals, they often vent their frustrations online. If not properly guided in a timely manner, it could lead to a "bacterial proliferation effect," potentially altering the situation within a very short time. While passively dealing with netizen messages, we actively and correctly guide the broad masses of netizens to accurately use the Internet to express reasonable demands.
1. Policy Guidance. For some netizens who post complaints due to a lack of understanding of national policies, we timely and reasonably answer their questions while excerpting relevant national policies as reply content for publication, enabling everyone to comprehensively and truly understand the relevant situations. Recently, some netizens reflected on excessive actions during agricultural structural adjustments in some towns in our county. While dealing with the responsible units, we included relevant national structural adjustment policies in the reply content, earning unanimous praise from netizens.
2. Human Sentiment Guidance. For repeated postings caused by explicit faults, improper actions, or misunderstandings of the posters, we educate and guide them while showing reasonable human sentiment care, making them understand right and wrong without completely dismissing them. For example, regarding the forced demolition of a children's entertainment center, the owner repeatedly petitioned and left repeated messages. After thorough investigation, it was confirmed that this was illegal construction and operation. Due to the large initial investment, the owner lost their source of income after demolition. Although their behavior was illegal, it deserved emotional attention. We showed human sentiment care, promoting laws and regulations while actively helping them find work and seek a way of life, effectively resolving the issue and ensuring a smooth transition.
3. Public Opinion Guidance. For seriously inaccurate messages or malicious attacks, we thoroughly investigate their intentions and decisively take measures. We submit cases of private revenge and malicious attacks to the public security department for severe crackdowns. At the same time, we promptly disclose the facts and the public security department's handling situation to correct the hearing of the broad masses of netizens, guiding them to correctly utilize the network platform and reasonably exercise their rights. For example, a netizen whose unreasonable request was not approved by their village committee posted multiple times, fabricating facts and defaming the village committee chairman. After investigation by the public security department, legal and serious handling was given to the poster. We promptly refuted the rumors in the reply while publishing the punishment situation of the poster, deterring malicious attacks via the Internet and clearing the victim's name.
III. Adhering to Three Combinations
Timely and effective handling of netizen messages is a requirement of all levels of Party committees and governments, as well as an urgent demand of the broad masses of netizens. We adhere to the Party committee's requirements and netizens' needs, increase communication and coordination with relevant departments, combine the handling of netizen messages with various works, find balance points, resolve conflict points, and serve the county's central work while showcasing the style and image of cadres in the coordinated advancement.
1. Combine the handling of netizen messages with the central work of the Party committee and government. Handling netizen messages is an important part of the Party committee and government's online governance. Regarding issues involving the phased work of the Party committee and government, we comprehensively grasp and distinguish treatments. For feasible suggestions and opinions proposed by some netizens, we collect, organize, report to the leaders, form decision-making references, and promptly thank and encourage the posters; for problems and concerns raised by netizens during the promotion of central work, we promptly coordinate and deal with them. For example, after netizens reflected that the construction of low-rent housing in our county disrupted schools, since the construction of low-rent housing is a key project for the benefit of the people at the provincial, municipal, and county levels, but the construction site was adjacent to the school, we promptly coordinated discussions between the principal units and specific responsible units of both sides and representatives of parents. We let the contractor move noisy machinery like sand trucks and mixers away from the teaching building, and the school also took appropriate soundproofing measures, ensuring that construction and teaching do not interfere with each other.
2. Combine the handling of netizen messages with petition work. Actively strengthen communication with the petition work department. For cases already investigated and handled by the Petition Bureau where netizens also post online, we hand over to the Petition Bureau for handling and promptly feedback results; for concluded cases by the petition department where netizens continue to repost, we mainly rely on the conclusions of the Petition Bureau; for cases where personal visits, petitions, and online messages occur simultaneously, the Supervision Office specifically handles them, ensuring smooth channels for public appeals, clear responsibilities of the hosting units, and timely and efficient handling and replies.
3. Combine the handling of netizen messages with showcasing the image. The netizen message handling platform is the "bridge of hearts" between all levels of Party committees and governments and the broad masses of netizens. Every word and action of the specific handlers represents the style and image of the Party committee and government. We strictly require and manage, firmly establishing the concept of supervising others by first supervising ourselves. We sincerely treat every message left by netizens, carefully investigate every supervision link, meticulously deliberate every word and sentence in the response, express attitudes for those that cannot be replied quickly, and report progress for those under handling, making the broad masses of netizens trust and get things resolved. Through efficient handling of netizen messages, we showcase the pragmatic and people-oriented good image of the Party committee and government, creating a harmonious and enterprising good environment to accelerate local economic and social development.
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