{"title":"Anger expressions of social media users following different crisis response strategies towards health emergency","authors":"Zhijin Zhong, Zhiyi Luo, Yiling Chen, Lifang Li","doi":"10.1111/1468-5973.12615","DOIUrl":null,"url":null,"abstract":"<p>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.</p>","PeriodicalId":47674,"journal":{"name":"Journal of Contingencies and Crisis Management","volume":null,"pages":null},"PeriodicalIF":2.6000,"publicationDate":"2024-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Contingencies and Crisis Management","FirstCategoryId":"91","ListUrlMain":"https://onlinelibrary.wiley.com/doi/10.1111/1468-5973.12615","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 0
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.
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.