| The social media base on mobile technology, wireless technology, and intelligent terminal technology rapidly develop since2010. Weibo and wechat have become important information exchange platforms for users. Meanwhile, crises happen frequently during the social transformation period; crises under social media environment can cause serious damages to organizations with their high dissemination speed and wide dissemination range, crisis communication faces new challenges. Social media become a field that the crisis communication research should pay attention to. Public have more discourse power in the social media than in the traditional ones, and social media also provide convenient channels for public and organizations to communicate. Setting up benign relationship between organizations and public, building efficient organization-public dialogue become the key of crisis communication.This paper focuses on the crisis communication under the social media environment and can be primarily divided into four parts. Firstly, this paper reviews theories and paradigms in crisis research. Second part is the definition and introduction of the concepts and theories (Dialogue Public Relation Theory and Situational Crisis Communication Theory) in this paper. In third part, three cases: the5.31violence incident of YanAn Urban Management, the Composite Image of Huili County and the Heifei Government Weibo have been carefully studied. This paper statistics the behavior of the public and organization during every stages of the crisis, and then analysis the dialogue between them. On this basis, in the fourth part of this paper concludes the problems existing in current crisis communication, such as the formalization operation of media, lacking of organization-public dialogue, absence of normal crisis communication and so on. Reasons of these problems are also taken into consideration. Finally, some advises to solve these problems have been put forward. |
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