Anger expressions of social media users following different crisis response strategies towards health emergency

IF 2.6 3区 管理学 Q3 MANAGEMENT Journal of Contingencies and Crisis Management Pub Date : 2024-09-14 DOI:10.1111/1468-5973.12615
Zhijin Zhong, Zhiyi Luo, Yiling Chen, Lifang Li
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Abstract

Although studies have argued the relationship of anger expressions with the satisfaction of crisis response strategies in traditional studies, fewer studies had integrated large-scale user-generated social media data to characterize public's dynamic anger expressions in multiple crisis stages following different response strategies. Drawing on the Situational Crisis Communication Theory and text mining techniques, this study analyzed the anger expressions in Weibo posts using Linguistic Inquiry and Word Count (LIWC, 2015), and the statistical comparison results suggested that the number of anger words after the involved company conducted deny strategy was significantly larger than the number of anger words when diminish and rebuild strategies were applied. Furthermore, using Biterm Topic Model, we observed dynamic changes of anger-related posts' themes following different crisis response strategies. Our research serves as an impetus for authorities to systematically examine the manifestations of anger exhibited by individual users on social media platforms, thereby enabling an assessment of public sentiments pertaining to diverse strategies. This also empowers practitioners to enhance the precision and efficacy of crisis phase-specific responses within the domain of crisis communication.

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社交媒体用户在采取不同危机应对策略后对突发卫生事件的愤怒表达
虽然在传统研究中,已有研究论证了愤怒表达与危机应对策略满意度的关系,但较少研究整合大规模用户生成的社交媒体数据来表征公众在不同应对策略后的多个危机阶段的动态愤怒表达。本研究借鉴情境危机传播理论和文本挖掘技术,采用语言学探究和字数统计(LIWC,2015)对微博帖子中的愤怒表达进行分析,统计比较结果表明,涉事企业采取否认策略后的愤怒字数明显多于采取减弱和重建策略时的愤怒字数。此外,利用 Biterm Topic Model,我们还观察到了不同危机应对策略下愤怒相关帖子主题的动态变化。我们的研究推动了相关部门系统地研究社交媒体平台上个体用户所表现出的愤怒情绪,从而能够评估与不同策略相关的公众情绪。这也有助于从业人员在危机传播领域提高特定危机阶段应对措施的准确性和有效性。
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来源期刊
CiteScore
5.40
自引率
12.90%
发文量
51
期刊介绍: The Journal of Contingencies and Crisis Management is an invaluable source of information on all aspects of contingency planning, scenario analysis and crisis management in both corporate and public sectors. It focuses on the opportunities and threats facing organizations and presents analysis and case studies of crisis prevention, crisis planning, recovery and turnaround management. With contributions from world-wide sources including corporations, governmental agencies, think tanks and influential academics, this publication provides a vital platform for the exchange of strategic and operational experience, information and knowledge.
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