Study on the Adaptability for Government Microblog Response to Public Information Needs In Public Emergencies Based on Kano Model
[Purpose/significance]Government response is an important measure to stabilize people and dredge public opinion when dealing with emergencies.Accurately positioning the public information needs and analyzing its suitability for government micro-blog response can sum up the experience and lessons of the government response and clarify improvement strategies,so as to provide reference for improving response efficiency.[Method/process]Based on the data of public online comments,this paper adopts the Kano model to categorize public information needs,analyzes the different response of the adaptability between public information needs and government response at different stages of public opinion evolution,and summarizes the countermeasures and suggestion to improve the effectiveness of government response.[Result/conclusion]It finds that the public information needs presents a different representation after emergencies,and the adaptability of the public information needs and the government response directly affects the accuracy of the response and public satisfaction.Therefore,in response to public opinion emergencies,the government should accurately adjust,optimize and improve the response strategy according to the public emotions and real needs to establish a good government image.
government responsepublic information needsonline commentsKano modelsentiment analysis
万方数据
维普
