Microblogging has become a crucial channel for e-governments to interact with the public and has been evolving as a powerful and promising tool to address emergency management. The operational performance of an e-government microblog under emergencies plays a key role in shaping the e-government’s overall performance. This study creatively proposes a novel multi-indicator system for evaluating this operational performance in the life cycles of emergencies and applies these multiple indicators in a data envelopment analysis method to establish an evaluation model. Twenty-four e-government microblogs concentrating on the bus crash emergency in the Wanzhou district of Chongqing city are evaluated by this model. The evaluation results indicate that the proposed multi-indicator system and evaluation model are feasible and effective. This study’s findings indicate that e-governments should be encouraged to attach great importance to microblogs, pay direct attention to emergencies during their life cycles, concentrate on multi-stage evaluations to discover their performance changes across the “turning points” of emergencies, and collaborate with superior or subordinate e-governments to improve their microblogs’ operational performances.

微博已成为电子政务与公众互动的重要渠道，并不断发展成为解决应急管理问题的强大而有前途的工具。突发事件下电子政务微博的运行绩效对塑造电子政务的整体绩效起着关键作用。本研究创造性地提出了一种新的多指标体系，用于评估突发事件生命周期中的这种运行绩效，并将这些多指标应用于数据包络分析方法中，以建立评估模型。采用该模型对24条以重庆市万州区公交事故应急为主的电子政务微博进行评价。评价结果表明，所提出的多指标体系和评价模型是可行和有效的。