捷運系統具有運量大及快速的特性，且大部分路線位於地下，一旦發生意外，可能造成很大的災難，國外捷運發生災難的例子常從媒體報導中看見。國內台北捷運雖尚無發生人員重大傷亡的災難，但過去發生的許多事件往往是媒體報導的新聞焦點，有些事件的危機處理也廣受批評，因此，捷運的危機管理機制及危機處理是值得關注與探討的課題。 本研究是透過文獻探討及案例分析的方法，探究捷運的危機管理問題。以危機管理的理論模式檢視現行台北捷運的危機管理機制，另外發展危機個案分析的檢視準則，分析與檢視過去台北捷運發生的危機案例，經由深入的探討與檢視，最後針對捷運的危機管理提供適當的建議。 本研究對台北捷運的危機管理之建議有以下幾項： 一、台北捷運的危機管理計畫，應該涵蓋所有的危機類型。 二、台北捷運應設立一個恆常性之「危機管理小組」編組。 三、台北捷運應充實危機管理知識庫。 四、台北捷運應成立編組關心發生意外的當事人，並邀請消基會代表、消保官、律師及學者專家等公正人士介入協調。 五、新聞處理首重掌握正確且即時的事件資訊，新聞聯繫採取誠實面對、主動說明、統一對外發言之積極作為。另平時應強化表達組織重視公益且要表現正義、與新聞記者互動坦誠互信，建立記者的信賴與信心。 / Owing to the characteristics of high riderships and rapidity, and the fact that most lines are routed underground, a small accident happened in Metro system may cause grave disaster. So far there hasn’t been any accident with severe injuries happened in Metro Taipei; however, crisis management is still an important topic worth further discussing, for accidents happened before have caused media criticisms and been put under intense spotlight. With literatures reviews and case studies, the study probes into the problems behind Metro Taipei crisis management system. To provide the most adequate suggestions for the future, cases are re-analyzed, a crisis management model is also applied to examine the current crisis management system. Several suggestions are proposed from the study for future Metro Taipei crisis management. 1. Metro Taipei crisis management plan should cover all types of crises. 2. A standing “crisis management group” should be established in Metro Taipei. 3. A crisis management knowledge base should be set up in Metro Taipei. 4. The “Casualties Care Team” should be set up in Metro Taipei to take care of the casualties and fair and honest social figures (e.g., Consumers’ Foundation, consumer ombudsman, lawyer, professor) should be invited for reconciliation mediation. 5. The most important thing in news management is to obtain the most current information which are firmly based on facts. News correspondence with media should be honest, active and unified. Value welfare service and social justice. Maintain an honest and mutual trusted relationship with news reporters.