老龄化社会中老年人语言服务需求与公共服务优化研究

Research on the Language Service Needs of Older Adults and the Optimization of Public Services in an Aging Society

摘要: 在人口老龄化背景下，老年群体对公共服务的需求不断增加，服务内容也从基本生活保障逐渐扩展到医疗健康、养老照护、政务办理、数字应用、社区参与和权益维护等多个方面。语言服务作为公共服务可及性、精准性和人文性的基础支撑，在老龄化社会治理中的重要性日益凸显。老年人在获取公共服务过程中，常常面临政策文本难理解、医疗术语难消化、数字平台提示语不友好、方言与普通话转换不畅、服务人员沟通方式不适老等问题。这些问题表面上体现为办事困难、就医不便、数字使用障碍，实质上也反映出公共服务体系中的语言服务供给不足。本文从老龄化社会公共服务优化的现实需求出发，分析老年人语言服务的基本内涵、主要场景、现实困境及其成因，并提出相应优化路径。研究认为，应将老年人语言服务纳入老年友好型社会建设和公共服务适老化体系，通过推进政务语言简明化、医疗养老沟通适老化、数字平台语言友好化、社区语言服务常态化和语言服务人才协同培养，提升老年人公共服务获得感、幸福感和安全感。

Abstract: Against the background of population aging, the demand of older adults for public services has continued to increase, and the scope of such services has gradually expanded from basic livelihood support to medical and health care, elderly care, government affairs, digital applications, community participation, and rights protection. As a fundamental support for the accessibility, precision, and humanistic orientation of public services, language services have become increasingly important in the governance of an aging society. In the process of accessing public services, older adults often encounter various difficulties, such as the incomprehensibility of policy texts, the complexity of medical terminology, unfriendly prompts on digital platforms, barriers in switching between dialects and Mandarin, and communication methods adopted by service personnel that are not sufficiently age-friendly. These problems appear, on the surface, as difficulties in handling affairs, inconvenience in medical treatment, and obstacles in digital technology use. In essence, however, they also reflect an inadequate supply of language services within the public service system. Starting from the practical need to optimize public services in an aging society, this paper analyzes the basic connotations, major scenarios, practical dilemmas, and underlying causes of language services for older adults, and proposes corresponding optimization pathways. The study argues that language services for older adults should be incorporated into the construction of an age-friendly society and the age-adaptive public service system. Efforts should be made to promote the simplification of government language, the age-friendly adaptation of communication in medical and elderly care services, the linguistic friendliness of digital platforms, the normalization of community-based language services, and the collaborative training of language service professionals, thereby enhancing older adults’ sense of gain, happiness, and security in public services.