•  
  •  
 

Journal of Scientific Information Research

Keywords

public emergency; response; transparency; empathy; public acceptance

Abstract

[Purpose/significance]Regarding the responses to public emergencies published by official agencies on social media, this study aims to measure information transparency and empathy in the response text, and further to investigate their influence on public acceptance of responses. [Method/process]This study used public emergency responses published on Sina Weibo, a Chinese popular social media, as data source. Through carefully collecting and filtering, we finally acquired 170 public emergency responses released from 2021 to 2023. Furthermore, by using methods of content analysis, manual coding, and natural language processing, we measured information transparency of responses from three aspects: information disclosure, information accuracy, and information clarity; Meanwhile, we measured empathy in a response based on its used positive and negative emotional words and affective words. Moreover, the influence of information transparency and empathy of responses on public acceptance was investigated by employing negative binomial regression analysis method. [Result/conclusion]The results show that increasing transparency of responses generally significantly affects public acceptance. However, the strength and direction of the effect varies depending on the content of the specific response information and the linguistic expressions. In addition, excessively expressing empathy in responses negatively affects public acceptance. The findings of this study help enriching theoretical research results in the field of public emergency and crisis communication management, and provide a reference for official agencies to determine the content of a public emergency response and its linguistic expressions.

First Page

66

Last Page

80

Submission Date

15-Mar-2024

Revision Date

04-Jun-2024

Acceptance Date

19-Jun-2024

Published Date

01-Oct-2024

Reference

[1] 纪雪梅，翟冉冉，王芳.突发公共事件政务微博回应方式对公众评论情感的影响研究[J].情报理论与实践，2020，43（12）：126-132.
[2] 邓卫华，吕佩.反转或缓解?突发事件政府回应有效性研究：基于在线文本情感分析[J].中国行政管理，2021（02）：123-130.
[3] LEE C H，YU H.The impact of language on retweeting during acute natural disasters：uncertainty reduction and language expectancy perspectives[J].Industrial Management & Data Systems，2020，120（08）：1501-1519.
[4] 唐雪梅，赖胜强.网络辟谣信息如何影响受众的感知可信度：信息介入度的调节效应[J].国际新闻界，2020，42（08）：27-48.
[5] BUELL R W，PORTER E，NORTON M I.Surfacing the Submerged State：Operational Transparency Increases Trust in and Engagement with Government[J].Manufacturing & Service Operations Management，2021，23（04）：781-802.
[6] 翟冉冉，纪雪梅，王芳.基于政务微博内容分析的突发公共事件回应方式研究[J].情报科学，2020，38（05）：49-57.
[7] 安璐，陈苗苗.突发事件情境下政务微博信息发布有效性评估[J].情报学报，2022，41（07）：692-706.
[8] SCHOOFS L，FANNES G，CLAEYS A-S.Empathy as a main ingredient of impactful crisis communication：The perspectives of crisis communication practitioners[J].Public Relations Review，2022，48（01）：102150.
[9] HOLLAND D，KRAUSE A，PROVENCHER J，et al.Transparency tested：The influence of message features on public perceptions of organizational transparency[J].Public Relations Review，2018，44（02）：256-264.
[10] HOLLAND D，SELTZER T，KOCHIGINA A.Practicing transparency in a crisis：Examining the combined effects of crisis type，response，and message transparency on organizational perceptions[J].Public Relations Review，2021，47（02）：102017.
[11] KUNDELIENE K，LEITONIENE S.Business Information Transparency：Causes and Evaluation Possibilities[J].Procedia-Social and Behavioral Sciences，2015，213：340-344.
[12] CURRY A L，STROUD N J.The effects of journalistic transparency on credibility assessments and engagement intentions[J].Journalism，2021，22（04）：901-918.
[13] NDONE J，PARK J.Crisis communication：The mediating role of cognitive and affective empathy in the relationship between crisis type and crisis response strategy on post-crisis reputation and forgiveness[J].Public Relations Review，2022，48（01）：102136.
[14] CHEN Q，MIN C，ZHANG W，et al.Unpacking the black box：How to promote citizen engagement through government social media during the COVID-19 crisis[J].Computers in Human Behavior，2020，110：106380.
[15] 张泰瑞，李月琳，孙劲松，等.突发公共卫生事件情境下的公众信息需求：面向政府信息公开的研究[J].图书情报知识，2022，39（06）：122-132.
[16] 章昌平，钱杨杨，黄欣卓，等.公共危机信息传播中的政务新媒体回应能力影响因素研究：基于2013年以来90个公共危机事件的分析[J].现代情报，2020，40（07）：104-113.
[17] 宋欢迎，刘聪，张旭阳.重大突发公共卫生事件政府回应效果影响因素研究：基于2011—2020年我国36起重大突发公共卫生事件的实证分析[J].情报理论与实践，2022，45（01）：152-158，176.
[18] 新华社.国家突发公共事件总体应急预案[EB/OL].（2006-01-08）[2024-03-05].https：//www.gov.cn/zhuanti/2006-01/08/content_2614770.htm.
[19] SCHNACKENBERG A K，TOMLINSON E C.Organizational Transparency：A New Perspective on Managing Trust in Organization-Stakeholder Relationships[J].Journal of Management，2014，42（07）：1784-1810.
[20] SCHNACKENBERG A K，TOMLINSON E，COEN C.The dimensional structure of transparency：A construct validation of transparency as disclosure，clarity，and accuracy in organizations[J].Human Relations，2020，74（10）：1628-1660.
[21] 黄种滨，孟天广.突发公共危机中的政府信息公开与危机应对[J].电子政务，2022（06）：63-74.
[22] 张泰瑞，李月琳，孙劲松，等.公众视角下突发事件信息公开过程的评价维度、模式与期望[J].情报理论与实践，2023，46（11）：37-44.
[23] VENKATESH V，THONG J Y L，CHAN F K Y，et al.Managing Citizens' Uncertainty in E-Government Services：The Mediating and Moderating Roles of Transparency and Trust[J].Information Systems Research，2016，27（01）：87-111.
[24] PICHIERRI M，PELUSO A M，PINO G，et al.Health claims' text clarity，perceived healthiness of extra-virgin olive oil，and arousal：An experiment using FaceReader[J].Trends in Food Science & Technology，2021，116：1186-1194.
[25] 龚栩，邓胜利.突发公共卫生事件下多元主体信息披露内容及特征演化研究[J].情报资料工作，2022，43（04）：16-26.
[26] 郭慧，雷智博.建立和完善突发事件舆论引导策略新格局[J].行政管理改革，2019（02）：70-75.
[27] BARON-COHEN S，WHEELWRIGHT S.The Empathy Quotient：An Investigation of Adults with Asperger Syndrome or High Functioning Autism，and Normal Sex Differences[J].Journal of Autism and Developmental Disorders，2004，34（02）：163-175.
[28] 李天龙.突发事件舆情的阶段应对策略[J].情报杂志，2018，37（12）：106-111.
[29] 王林平，高宇.突发事件网络舆情风险演化规律及防控策略[J].吉首大学学报（社会科学版），2022，43（04）：96-107.
[30] ALHABASH S，MCALISTER A R，HAGERSTROM A，et al.Between Likes and Shares：Effects of Emotional Appeal and Virality on the Persuasiveness of Anticyberbullying Messages on Facebook[J].Cyberpsychology Behavior & Social Networking，2013，16（03）：175-182.
[31] 汪婧，郭楚晴.考虑公众风险感知的突发事件风险传播模型及仿真研究[J].运筹与管理，2023，32（01）：159-168.
[32] XIE Y G，QIAO R，SHAO G S，et al.Research on Chinese social media users' communication behaviors during public emergency events[J].Telematics and Informatics，2017，34（03）：740-754.
[33] KIM B，HONG S，CAMERON G T.What Corporations Say Matters More than What They Say They Do?A Test of a Truth Claim and Transparency in Press Releases on Corporate Websites and Facebook Pages[J].Journalism & Mass Communication Quarterly，2014，91（04）：811-829.
[34] YIN H，LI M，MA Y，et al.The Relationship between Environmental Information Disclosure and Profitability：A Comparison between Different Disclosure Styles[J].Int J Environ Res Public Health，2019，16（09）：1556.
[35] 付佳，喻国明.表达的具象度与距离感：危机传播模式中两个关键性变量的效应评测[J].国际新闻界，2022，44（12）：84-108.
[36] FENG X D，HUI K X，DENG X，et al.Understanding how the semantic features of contents influence the diffusion of government microblogs：Moderating role of content topics[J].Information & Management，2021，58（08）：103547.
[37] 陈娟，刘燕平，邓胜利.政务微博辟谣信息传播效果的影响因素研究[J].情报科学，2018，36（01）：91-95，117.
[38] 蒙胜军，尚珏婷，张帆，等.社交媒体中新冠疫情科学信息传播效果与危机应对策略选择影响因素研究：基于科学家群体相关热门微博文本的实证分析[J].图书情报工作，2022，66（13）：91-101.
[39] 宋之杰，王娜，李爱影，等.情绪对突发事件信息加工过程的影响：基于眼动追踪技术[J].情报杂志，2017，36（08）：76-80，149.
[40] FANNES G，CLAEYS A-S.Putting empathic feelings into words during times of crisis：The impact of differential verbal empathy expressions on organizational reputation[J].Public Relations Review，2022，48（02）：102183.
[41] HILBE J.Negative Binomial Regression[M].Cambridge：Cambridge University Press，2011.
[42] O'BRIEN R M.A Caution Regarding Rules of Thumb for Variance Inflation Factors[J].Quality & Quantity，2007，41（05）：673-690.
[43] LAKE J，GERRANS P，SNEDDON J，et al.We're all in this together， but for different reasons：Social values and social actions that affect COVID-19 preventative behaviors[J].Personality and Individual Differences，2021，178：110868.
[44] 方杰，温忠麟，欧阳劲樱，等.国内调节效应的方法学研究[J].心理科学进展，2022，30（08）：1703-1714.
[45] LI Y，ZOBEL C W，RUSSELL R S.Value of supply disruption information and information accuracy[J].Journal of Purchasing and Supply Management，2017，23（03）：191-201.
[46] SOROYA S H，FAROOQ A，MAHMOOD K，et al.From information seeking to information avoidance：Understanding the health information behavior during a global health crisis[J].Information Processing & Management，2021，58（02）：102440.
[47] ILIEV R，HOOVER J，DEHGHANI M，et al.Linguistic positivity in historical texts reflects dynamic environmental and psychological factors[J].Proceedings of the National Academy of Sciences，2016，113（49）：E7871-E7879.
[48] XIAO Y，HUDDERS L，CLAEYS A-S，et al.The impact of expressing mixed valence emotions in organizational crisis communication on consumer's negative word-of-mouth intention[J].Public Relations Review，2018，44（05）：794-806.

Digital Object Identifier (DOI)

10.19809/j.cnki.kjqbyj.2024.04.006

Download

Share

COinS