热线服务对健全师生诉求管理的意义研究
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中图分类号：G64 文献标志码： A
Research on the Significance of Hotline Services in Improving Teacher-StudentAppeal Management
QIAN Xing LIU Zhifei WU Fangfang （Shanghai University of Medicine and Health Sciences， Shanghai 2Ol3l8， China）
Abstract： The expresson of rights and interests demands by university teachers and students is not only a crucial approach for internal governance of higher education institutions and safeguarding the rights and interests of teachers and students，but also a key issue that must be directly addressed in advancing the modernization of university governance. Shanghai University of Medicine 8. Health Sciences established a 24-hour hotline team in March 2O22，which is specifically responsible for assisting teachers and students in resolving various demands，and has been operating smoothly for more than three years so far. This paper will systematically collect and analyze the hotline call data over these three years，and sort out the operation rules from dimensions such as the distribution of demand types， changes in response timeliness，and trends of high-frequency issues. It willreview the team's problemsolving practices through typical cases，including specific scenarios such as cross-departmental collaborative handling of emergency situations and follow一up implementation of long-term demands.Additionally，it will clearly present the entire demand handling process of "receiving and registering demands - classifying and assgning tasks - handling within a time limit - providing feedback and conducting return visits -reviewing and optimizing". On this basis，the paper willsummarize the work closedloop experience of "listening - solving - feedback -improving"，explore effective paths to further improve the channel for teachers and students to express their demands by means of digitizing and upgrading the demand platform， establishing a demand early warning mechanism，and strengthening inter-departmental linkage and response.It is expected to provide practical references for building a more caring campus governance system.
Key words： 24-hour hotline; teachers and students' demands; university campus governance; coordinated handling
党的二十大报告明确要求，畅通和规范群众诉求表达机制，在高校领域，教育部也多次强调，对于学生的合理诉求要“接诉即办"1-2]。（剩余4250字）
