在界定读者期望含义的基础上,构建了读者期望管理的应急处理和过程控制的二维框架,应急处理包括期望信息识别、解决方案提供等要素,过程控制包括期望方案、期望预期、期望训练、情境分析、沟通协作、期望决策、期望学习和变革发展等要素。最后,指出了本文研究的不足,展望了读者期望管理研究的未来。 On the basis of defining the expectation of readers, this paper constructs a two-dimensional framework of emergency management and process control for readers’ expectation management. Emergency management includes such elements as expectation information identification and solution provision. Process control includes expectation plan, expectation expectation, expectation training, Situational analysis, communication and collaboration, expectation of decision making, expectation of learning and change and development. Finally, it points out the shortcomings of this paper and looks forward to the future of readers’ expectations of management research.