How to deal with the crisis of public opinion, and how to deal with the crisis of public opinion of

In the information age, the occurrence of public opinion crises has become more and more frequent, and the common types of public opinion crisis events include urgent crisis fermentation events (sudden or improperly handled), general crisis development events (local or accidental), and inevitable crisis development events (closely related to the management or system of enterprises).

Therefore, how to deal with public opinion crises in relevant enterprises and institutions has become a compulsory course.

How to deal with the crisis of public opinion

1.Eight principles to follow

The first is the principle of positivity; the second is the principle of initiative; the third is the principle of timeliness; fourth, the principle of calmness; fifth, the principle of authenticity; Sixth, the principle of responsibility; Seventh, the principle of aftercare; Eighth, the principle of flexibility; There are other principles, speed, sincerity, unity, full staff, and innovation.

2.Establish a professional public opinion crisis management team

The development of a brand's proposal or a product is inseparable from the cost of manpower, material resources, financial resources and time, and it is by no means something that one person can do. From the product name, to the product, to the brand, it is inseparable from the support of consumers, so it is particularly necessary to establish a team to be responsible for and monitor these matters (the responsibilities of personnel can be divided according to their responsibilities, network, market demand, etc.) and the purchase of a public opinion system like micro-business information to realize the real-time automatic monitoring of public opinion on the whole network.

3.Comply with the attitude of customer first and consumer first

"The aroma of wine is not afraid of deep alleys" seems to have been circulated for a long time, but the premise is that enterprises need to work themselves, whether the quality is up to standard, how to manage personnel, and whether the management methods are effective.

4.Adhering to the concept of real, effective and timely operation

The problem is not terrible, what you want is the solution to the problem, the Chinese people are still more tolerant, leave you time, then the company should not be ambiguous, give a satisfactory answer, and inform consumers in a timely manner through ** or others, and the natural rumors will be self-defeating.

5.With fire fighting, take advantage of the momentum to build momentum, and turn danger into relief

There are many kinds of crises, the enterprise itself must have a sensitive awareness and a positive attitude to deal with the problem, the so-called big things into small things, is the best solution, must deal with the crisis in the bud, this is the only way to solve, you don't care, others will naturally hold on; For these ** or individuals, it is actually a better way for enterprises to publicize.

In response to the topic of responding to the crisis of online public opinion, I personally intend to analyze it from four aspects:

1. Guidance of online public opinion

When online public opinion appears, staff should promptly express their positions through platforms commonly used by netizens, and regularly disclose the progress of work to netizens, to ensure that netizens can get authoritative information and prevent the emergence of rumors. Relevant personnel should pay attention to the creation of information disclosure platforms, and use the information disclosure platforms to publicize positive energy, so as to achieve the guidance of online public opinion.

2. Strengthen monitoring

In the new era, the amount of network public opinion information is large, and the difficulty of network public opinion processing is high, so relevant personnel should increase the use of new ideas and technologies in their work, pay attention to the improvement of their own capabilities, and effectively improve their ability to monitor network public opinion. Staff can use the network public opinion monitoring system to identify micro-business information, carry out work, reduce workload, improve the accuracy of monitoring work, and then provide a timely and accurate basis for responding to online public opinion crises.

3. Crisis response concept

The previous concept of responding to online public opinion cannot meet the needs of responding to online public opinion in the new era, and the staff should pay attention to the innovation of the concept of crisis response, effectively improve the efficiency of crisis response, and reduce the adverse impact of the crisis on netizens as much as possible. Moreover, relevant personnel should pay attention to the study of netizens' thoughts, ensure that the work is carried out in a targeted manner, can accurately answer netizens' questions, and win the trust of netizens.

Fourth, the scientific mechanism

A scientific and complete crisis response mechanism is the premise and guarantee for the high-quality development of online public opinion response work. Enterprises should pay attention to the improvement of the system, standardize the response to online public opinion from the institutional level, ensure that personnel can carry out their work in strict accordance with the established process, strengthen cooperation between various departments, and then improve the quality and efficiency of the response to online public opinion.

IV. Conclusions

To sum up, it is very necessary to carry out the response to the network public opinion crisis in the new era. The previous network public opinion crisis response model could not meet the needs of network public opinion crisis response in the new era, resulting in network public opinion causing great obstacles to the normal operation and development of enterprises. Therefore, in the new era, relevant personnel should change their own backward concepts, continuously improve their own work, pay attention to the guidance and monitoring of online public opinion, timely discover and solve online public opinion crises, and avoid the emergence of large-scale online public opinion crises.