An Exploratory Research on the Operations of Social Movement Organizations: The Case Study of 2013 Taiwan LGBT Pride

本文主要討論在社會運動組織內部如何維繫長期運作，並試圖透過內部行銷理論切入，探討組織如何留任志工以及達致內部共識。過去內部行銷與社會運動組織結合的討論較少，因此，本研究以亞洲地區最大規模同志遊行作為個案，試圖建構出社會運動組織內部行銷執行要點。 本研究採用深度訪談法，了解主辦單位「同志遊行聯盟」在2013年第11屆遊行中，採取了什麼管理策略，並從不同職務、參與經驗的志工分享中，找出尚未解決的問題。 研究發現，隨著組織規模擴大以及成員組成結構改變，造成內部面對志工流失以及溝通不良的問題。「溫和／激進」、「嘉年華／草根」的走向固然是同志運動當中出現的路線拉扯，但志工離開的主因還是因為新舊志工彼此關係疏離，加上組織認同及對運動脈絡認知產生落差，因此增加了摩擦機會。在衝突沒有辦法透過回饋機制反應的情況下，志工無法從活動參與中滿足其情感動機以及工作成就感，便中途離開或放棄留任。 志工是社會運動重要的資源。從內部行銷內涵來看，組織應設計出符合成員期待的「產品」。「認同」作為動員社會運動參與的要素，本研究提出在抗爭目標外，組織也應將如何加強成員「個人」以及「組織」之認同納入其營運策略考量This research explores how the social movement organization operates in order to form the internal agreement and to retain volunteers’ participation. As there is little research on internal marketing and social movement organizations, this research employs Taiwan LGBT Pride, the biggest LGBT movement in Asia, as a case to construct knowledge on how internal management is implemented. The study adopts both in-depth interviews and participation observations as the research methods to collect data. The volunteers of the 11st Taiwan LGBT Pride were interviewed; in addition, the researcher of this study also joined the organization as a participant, tried to identify problems and to understand how things were organized in the Taiwan LGBT Pride Organization. This research found out that, due to the changing organizational structure and organizational expansion, Taiwan LGBT Pride Organization has failed to retain its volunteers and to form an internal agreement. Orientation of “radical/temperate” or “carnival/grassroot” may be unavoidable in LGBT movements, but this research reveals that the difficulty to retain volunteers results from the aloof relationship between senior volunteers and new comers. Additionally, there is a gap between organizational identity and the understanding of the context in this social movement. From the perspective of internal marketing, organizations should view its members as internal customers; however, the findings of this research indicate the volunteers of Taiwan LGBT Pride Organization did not fulfill neither their needs of being loved nor participation achievement. Hence, there is no feedback mechanism to express the disappointment and this leads to the high volunteer turnover. Volunteers are seen as the major resources in social movements. ‘Identity’ becomes an important element for social movement participation. This research proposes that how to enhance individual and organizational identify must be taken into account as one of the operational strategies in the social movement organization