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而此關係結構變動則嚴重影響多年以來的政治行政二分關係。
就政治行政二分理論而言，政務官主責政策決策與民意溝通，事務官主責政策執行的 分際，因為組織資源不足與龐大的溝通需求而受到衝擊，事務官被迫衝到第一線與民眾進 行溝通。然而，事務官雖被要求與民眾溝通但卻未獲有任何應允承諾的權力，因此無法有 效回應政策上有訴求者的需求。同時，當進行溝通時，民眾所提的問題層次太高或議題太 廣，專業分工的事務官無法一一回應，亦有害溝通成效。
在公共管理方面，政府治理的正當性來源逐漸以公民價值圭臬，而欲追求公民價值則 必須在不同層級的議題上與民眾做好良善的溝通，其中溝通途徑與行為則是必要條件。本 研究指出參與制度、資源配置是影響溝通途徑與行為的要素，因此對公共管理而言，政府 必須正視開放、參與機制，而且必須將資源配置於溝通業務上。換言之，就實務的觀察，
社會大眾對於新公共服務的期待與渴望越來越高，有逐漸取代新公共管理之勢，行政組織 制度面以及文官的心態與自我角色期待均須跟上時代變化的腳步。
此外，在治理研究方面，Gutmann 與 Thompson （1996）認為在民主國家裡，對於政 策的不同意是因為價值觀或道德感的差異時，最難處理甚至是無法透過溝通來解決的衝突 議題。然而，本研究發現除了認同 Gutmann 與 Thompson 的研究成果外，亦提出另一個因 為結構因素而造成溝通困境的情況。其意涵為不論民眾對於政策的價值觀差異如何懸殊，
僅要行政機關在政策溝通的作業安排上甚有不當，極有可能立即陷入溝通困境的情況。
而溝通理論方面，本研究善用 Shannon 與 Weaver（1949）所建構溝通基模中的溝通要 素，用以區分不同的溝通途徑與溝通行為，並進一步探究在行政組織裡影響這些途徑與行 為的因素，補足溝通理論長期來缺乏行為面研究的不足。
第三節 研究建議與限制
社會期待政府組織運作模式，從新公共管理轉變成新公共服務的管理模式，因此對於 文官的角色期待亦從專家轉變成管家的角色，因替民眾管好公共事務並隨時向民眾會報。
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面臨社會如此的變遷，原能會受到的衝擊不小，過去憑藉專業本能行使監督管制業務的文 官被要求於各種溝通場域與民眾作政策溝通，對部分的人而言這是文官職涯中最大的挑戰
。
依據研究發現，本研究提出幾項實務建議以供原能會參考，首先，與記者溝通應以對方完 全理解為目標，因為記者是傳遞原能會資訊的主要途徑，因此當記者對於欲報導的內容並 非完然熟悉理解時，勢必發生傳遞錯誤或者僅傳遞部分資訊的情況。其次，回應來是社會 不同途徑的問題時，避免採用不同頻道回應，跨頻道對話將會降低溝通成效。其三，正式 面對反核態度的民眾，提供適當的溝通途徑。反對核能政策的民眾勢必存在，不論走到哪 辦理說明會議均會遇到。與其透過溝通途徑或行為的選擇規避這些民眾的挑戰，而造成更 深的不滿意與不信任感，不如提供更多的溝通途徑及更積極的溝通行為，徹底釐清對方的 態度依據。第四，執行溝通業務時，原能會應以團隊參與，團隊中應含可作決策的高階文 官，以及各種業務性質的文官，以回應各式樣的問題，進而避免溝通困境的產生。
最後，本研究的分析奠基於個案研究方法以及深度訪談法所蒐集到的資料，故研究成 果在推論上有其限制，本研究將依據限制提出未來可以接續研究的方向。首先，管制性質 機關的政策溝通值得繼續研究，過去公共管理的研究多半是以業務性質的機關為研究主體，
然而，管制型機關甚少著墨。相較業務性質的機關，管制性機關的文官其專業本位主義或 許會比較強，因此更值得研究其政策溝通上所面臨的挑戰。其次，政策溝通系統模式的再 試煉，本研究嘗試從環境、制度、組織與個人層面建構影響組織溝通途徑與個人溝通行為 的模型，然而因為是由訪談資料中萃取歸納而得，缺乏大量樣本的試煉，因此未來研究應 透過量化的方法來運用該模型。
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