【正文】 1 / 32中國電信客戶服務(wù)微博運(yùn)營管理規(guī)范（ 版）二零一一年四月2 / 32目　　錄第 1 章 總則 ..................................................................................................................................4 目的 .........................................................................................................................................4 解釋權(quán) .....................................................................................................................................4第 2 章 機(jī)構(gòu)職責(zé) ..........................................................................................................................4 目的 .........................................................................................................................................4 集團(tuán)層面 .................................................................................................................................5 省公司層面 .............................................................................................................................5第 3 章 微博設(shè)立 ..........................................................................................................................6 目的 .........................................................................................................................................6 原則 .........................................................................................................................................6 微博設(shè)立權(quán)限 .........................................................................................................................6 設(shè)立平臺 .................................................................................................................................7 基礎(chǔ)信息設(shè)置 .........................................................................................................................7 關(guān)注設(shè)置 .................................................................................................................................8第 4 章 運(yùn)營流程 ..........................................................................................................................9 微博發(fā)文規(guī)范 .........................................................................................................................9 微博轉(zhuǎn)貼規(guī)范 .......................................................................................................................10 微博評論規(guī)范 .......................................................................................................................11 微博維護(hù)規(guī)范 .......................................................................................................................11 回復(fù)與處理 ...........................................................................................................................13 活動流程 ...............................................................................................................................20 突發(fā)事件處理 .......................................................................................................................20第 5 章 信息安全 ............................................................................................................................20 內(nèi)容安全 ...............................................................................................................................20 管理安全 ...............................................................................................................................21第 6 章 管理制度 ..........................................................................................................................22 信息收集上報機(jī)制 ...............................................................................................................22 聯(lián)系人制度 ...........................................................................................................................25第 7 章 服務(wù)標(biāo)準(zhǔn) ..........................................................................................................................25 工作時間規(guī)定 .......................................................................................................................253 / 32 響應(yīng)回復(fù)時限 .......................................................................................................................25 工單派發(fā)時限 .......................................................................................................................25 工單定級 .......................................................................................