2013年4月10日,农夫山泉曝出“标准门”,其危机应对方式和沟通策略成为媒体和公众关注的焦点。本文使用文本分析法和内容分析法,以4月10日至5月9日为限,对农夫山泉官方微博所发声明和相关媒体报道进行研究。文章提炼得出应对内容不实报道时企业应采取的六大危机沟通策略,包括尽快澄清不实报道,勿盲目攻击同行,明确公众根本诉求,专人负责信息发布并妥善回应,利用其他突发事件进行形象修复,舆论引导和不断沟通。总体来说,超过半数媒体对农夫山泉“标准门”中危机沟通策略给予正反并陈的评价;舆情后期,对农夫山泉负面批评者明显减少,正面肯定者增多。
<<On April 10th 2013,the Standard Scandal of the Nongfu Spring arose,and his crisis response approach and crisis communication strategy have been the focus of mass media and the public. This dissertation,by taking the thing from April 10th to May 9th,and using textual analysis and content analysis,conducts a research on the announcement from the official micro-blog of Nongfu Spring,and the report from related media. Through this research,this essay extracts 6 crisis communication strategies for enterprises when facing false report,which include clarifying the fact as soon as possible,not attacking peers blindly,ensuring the public’s pursuit,having a person be responsible of the information release and respond to it appropriately,fixing the image using other emergencies,and guiding public opinions and keeping communicating. All in all,over a half of mass media have commented to the Nongfu Spring’s crisis communication strategies in Standard Scandal both positively and negatively,and at the later period of the public opinion,the number of negative comments declined a lot,and positive comments began to rise.
<<Keywords: | Crisis Communication StrategyMedia EffectivenessNongfu Spring Standard ScandalSituational Crisis |