公共危机信息响应模式对公众应对行为的影响机制

The Mechanism of How Public Crisis Information Response Influences Public Reaction

本文以2019年盐城3·21爆炸事件与2015年天津8·12爆炸事件为研究对象,采用双案例研究法,通过情感分析、主题聚类数据分析工具建构出公共危机信息响应模式对公众应对行为的影响机制。研究发现:(1)公共危机信息响应模式有二元主导型与三元协同型两种。(2)对公众的信息供应与信息需求匹配程度会影响公众应对行为选择。当信息供应与信息需求不匹配时,公众倾向于采用消极回避行为;当信息供应与信息需求匹配时,公众倾向于采用积极应对行为。(3)公共危机事件演化机制存在倒逼式危机演化机制与主动式危机演化机制,公共危机事件演化机制选择受到危机信息响应模式影响。本文研究结果丰富了危机沟通方面的理论,对公共危机管理者具有指导意义。

The break-out of the COVID-19 in 2020 exposed a series of problems in china’s public crisis management. It is of great significance to study the impact mechanism of public crisis information response. In this paper, the Yancheng 3.21 Explosion in 2019 and the Tianjin 8.12 Explosion in 2015 are used in the double case study method. Through the analysis tools of sentiment analysis and topic clustering, the mechanism of how public crisis information response influences public behavior is constructed. The findings are as follows.(1) The public crisis information response mode has two types of crisis information response modes: binary-led and ternary-cooperative.(2) The degree of matching between public information supply and information demand will affect the public’s choice of reaction. When information supply does not match information demand, the public tends to adopt passive avoidance behaviors;when information supply matches information demand, the public tends to adopt positive coping behaviors.(3) There are reciprocal crisis evolution mechanism and active crisis evolution mechanism in public crisis event evolution mechanism, which are affected by the crisis information response mode. The results of this paper enrich the theory of crisis communication and have a guiding significance for public crisis managers.