Research On Enterprise Crisis Management Under The Environment Of Online Social Network

Online social network is not only a platform for social activities and entertainment,but also a platform for Internet users to communicate information,business activities,expressing political will. More and more Internet users transmit information,communicate and interact with others through online social networks, such as WeChat,micro-blog, forum, Wikipedia, content community, network video, blog. With the formation, development and growth of online social networks, enterprises are easily exposed before the public. "Amplification Effect" and "Butterfly Effect" will play the role of negative information in the spread of fission, which may lead to the image crisis,reputation crisis, brand crisis, confidence crisis of enterprise that brought a heavy blow to the enterprise. The enterprise crisis management under online social network is different from the traditional crisis management, and the difficulty and complexity are greatly improved. Therefore, the research on enterprise crisis management under the environment of online social network has the corresponding theoretical significance and practical value.The main contents of this paper include:(1) The basic theory of online social network and enterprise crisis management.Firstly, the concept and characteristics of social network are introduced, and the concept and types of online social network are defined, the characteristics of online social network are analyzed. Secondly, the concept, types and characteristics of the enterprise crisis are described. Thirdly, the concept, basic principles and basic process of enterprise crisis management are explained.(2) The spread of enterprise crisis information under the environment of online social network. Taking "JDB insulting Qiu Shaoyun event" and "Heyi Hotel girls attacking event" as examples,the principle of enterprise crisis information dissemination of online social network environment is discussed. The elements of enterprise crisis information communication under the environment of online social network include the communication space,the communication subject and the communication topics. The characteristics of the enterprise crisis information dissemination in the online social network environment include the authenticity of the information, the source channel networking, the information fission diffusion, the communication content mixing, the main body of communication diverting, the communication forms varying. Under the environment of online social network,the spread mode of enterprise crisis information includes single center mode, multi center mode, point to point mode and broadcast mode.(3) The dilemma of enterprise crisis management under the environment of online social network. Online social networks bring the following effects on enterprise crisis management: increasing the breeding probability of enterprise crisis, enhancing the dependence on online social networks, increasing the enterprise crisis management difficulty and becoming a tool of enterprise crisis management. The enterprise crisis hazards under the environment of online social network include Domino effect harm,butterfly effect harm, Tacitus effect harm. In the comprehensive role of internal cause and external cause, there are some problems of enterprise crisis management, including enterprise crisis prevention work is not in place, enterprise crisis management method is not scientific, enterprise crisis management is not efficiency, information communication system is not perfect, the enforcement of enterprise crisis management is weak, the aftermath is not perfect, emergency security system need to be strengthen.(4) The strategies of enterprise crisis management under the environment of online social network. Under the environment of online social network, the crisis management of enterprises should not only consider the horizontal guarantee,but also consider the longitudinal process. From the perspective of horizontal guarantee, those are guarantees of the system norms, the crisis management big data system, the crisis management team,the media relationships, the expert team. From the longitudinal measures, the key measures for the latency stage of crisis include monitoring real-time information,preparing contingency plans and carrying out training. The key measures for the outbreak stage of crisis include determining the source of crisis, assessing the harm of crisis, and expressing the position. The key measures for the diffusing stage of crisis include eliminating communication barriers, strengthening communication, guiding the public interests. The key measures for the recovering stage of crisis include learning from lessons and reshaping the image of the enterprise.