Research On The Mechanism And Strategy Of Hospital Network Public Opinion Crisis Response From The Perspective Of 4R Crisis Management

With the development of information technology,micro-blog,WeChat and friends circle have become the main channels of people’s daily social activities and access to information.However,with the rapid development of new media,more and more emergencies spread rapidly in the Internet,forming network public opinion.In recent years,medical network public opinion becomes much more popular.In the new media environment,how to deal with the crisis management,avoid the crisis of network public opinion as much as possible,establish a good image of the hospital,guarantee the sustainable development of the hospital and maintain the social stability are the key issues and hot issues of the current hospital managers.This paper using the case study method and 4R crisis management theory,analyzed the network public opinion in a hospital in Shanghai right now,summarized the general problems existing in the hospital crisis management,and put forward a proposal that the key to solve network public opinion problems is to strengthen the crisis awareness and improve the warning mechanism and guarantee mechanism in the process.Compared with the United States and Japan,there are still some shortcomings to handle the problem of Internet public opinion in China.On the one hand,the United States and Japan have a strong sense of crisis management,and they will do a good job of early warning for possible crisis events,so when the crisis comes,it can be dealt with in accordance with its plans,and their crisis managements mechanism have been developed well.On the other hand,their information technology level is high,and the monitoring of network information is more comprehensive than ours.They can learn more about Internet public opinion information and deal with them as soon as possible.In addition,the other element is that the United States and Japan have a relatively sound information bill.While promoting self-discipline in the industry,it ensures the spread of untrue information and bad information by the legal system to keep the stability of the social order.At the end of the paper,for the management of network public opinion,first of all,the manager should strengthen the consciousness of crisis,establish the early warning mechanism of network public opinion,and strengthen the training of the knowledge and skills of the crisis management for the relevant functional departments.Secondly,the management should strengthen the communication with the media,thepublic,the superior department and so on,set up a good public image,and can get support when the crisis comes.It has an important role in the struggle for the time to solve the crisis.Finally,it is necessary to strengthen the construction of the system.For hospital,we should establish corresponding public opinion handling system,such as standardized disposal process,spokesperson system and so on.From the point of government departments,we should establish corresponding supervision system to prevent negative information spread.