新媒体视域下暴力袭医事件微博情绪特征与应对策略研究——以7.12天津暴力袭医事件为例

A Study on the Emotional Characteristics and Coping Strategies of Microblogging about the Violent Medical Attack in New Media——A Case Study of 7.12 Violent Medical Attack in Tianjin

目的:探究新媒体视阈下暴力袭医事件微博情绪特征以及演化规律,为政府相关部门及卫生管理部门开展危机管理提供依据。方法以天津武警后勤学院附属医院暴力袭医事件作为研究对象,运用爬虫软件抓取微博网页评论数据,运用专家法和内容分析法进行情绪分类,采用SPSS软件进行数据分析。结果新媒体视阈下暴力袭医事件微博情绪包含愤怒、恐惧、同情、不满、幸灾乐祸、讽刺、质疑、吃惊、失望、理性等10种类型,以愤怒、不满和同情情绪为主;微博情绪在事件发生后第三天井喷,第七天开始收敛,期间主导情绪不断变化。结论针对无故袭医事件,微博情绪反应积极社会价值观;无故袭医事件引发公众负面联想,唤醒不满情绪;公众情绪在事件发生后第三天井喷,在第七天开始收敛。建议深化医疗体制改革、加大对施暴者的惩罚力度;建立健全医院风险预警与应对机制;加强医院管理、提升就医体验;弘扬社会正能量。

Objective To explore the public emotion characteristics and the rule of evolution on microblog about the violent incidents against medical staff,and provide the basis for government and health management departments to carry out crisis management.Methods Taking the violent incidents against medical staff in the Affiliated Hospital of Tianjin Armed Police Logistics College as the research object,we used the crawler software to crawl the comment data of microblog webpage,used the expert method and content analysis method to classify the emotions,and used SPSS software to analyze the data.Results From the perspective of new media,there are 10 types of micro-blogging emotion,including anger,fear,sympathy,dissatisfaction,happiness,irony,query,surprise,disappointment and rationality,which are dominated by anger,dissatisfaction and sympathy.The emotions on microblog blowout on the third day after the incident,and began to converge on the seventh day,during which the dominant emotions change constantly.Conclusion In response to the violent incidents against medical staff without reason,emotion on microblog reflect positive social values,triggered negative associations and aroused discontent;public sentiment blowout on the third day after the incident,and began to converge on the seventh day.Suggestions We should deepen the reform of the medical system and strengthen the punishment of the perpetrators,establish and improve the early warning and response mechanism of hospital risks,strengthen hospital management and enhance the experience of medical treatment,and develop positive social atmosphere.