Under the guidance of Scientific Outlook on Development, we should give full play to the supervisory role, effectively solve the hot and difficult problems concerned by the masses, and establish and improve a scientific, standardized and effective long-term management mechanism for emotional coping in accordance with the principle of "quick response, timely response and effective implementation" to promote the comprehensive, orderly, coordinated and sustainable development of education and comprehensively improve the quality of education. Clear processing time limit. Leaders at all levels and grade groups must reply to the relevant questions reflected by the public (including rest days and holidays) within 5 hours after discovering netizens posting;

For general problems that can be solved quickly, formal solutions should be made within 24 hours after posting by netizens. If it is difficult to solve at the moment, it shall explain the situation in the reply and promise to handle the time limit, but the longest time limit for handling shall not exceed 5 working days. Questions that are not sure must be reported to the main leaders for approval. Standardize the reply content. Questions about education on the Internet should be answered in different forms, such as posting, following posts, writing critical articles and introducing the truth. , and actively dispel doubts, resolve contradictions, eliminate influence, correct audio-visual, and actively create a good public opinion atmosphere. School-level leaders should strengthen the review of the reply content, ensure that the relevant reply content not only conforms to the provisions of laws and regulations, but also meets the requirements of relevant documents at higher levels, and resolutely put an end to typos, other words and semantic obstacles in the reply content. The defense focuses on telling facts, giving reasons, convincing people by reasoning, paying attention to the art of language, and being sincere and reasonable. It is necessary to enhance the pertinence of the reply content, ensure that the reply content is correct and feasible, and resolutely put an end to replying or dealing with vague and stylized language.

We should respond politely to words and deeds that deliberately spread false information and maliciously denigrate education, and do a good job in explanation, communication and conflict resolution. After handling major situations, we should pay close attention to the progress of the incident, prevent negative situations from happening again, and further strengthen horizontal communication. The work of public opinion is carried out on the basis of blocks and in the way of segmentation. In addition to seriously investigating and sorting out the questions from the masses, schools should also strengthen communication with relevant schools in the system, especially when the questions from the masses involve the contents of handover management, and strictly implement the "responsibility system of first inquiry". That is to say, take the grade and subject group involved as the lead unit, and ensure that with the close cooperation of relevant units, the responsibility of handling the reply is implemented and the reply work is completed in accordance with the prescribed time limit for handling the reply.