Research On Public Demand In Public Crisis Information Disclosure Based On KANO Model

In recent years,the interweaving and undercurrent surging of various uncertain factors in society has led to an endless stream of public crises,which has become a problem we must face.With the development of network society,the speed of information dissemination shows a geometric multiple high-speed growth trend.The public’s desire for information is much stronger than in the past,especially for public crisis emergency information.Although China has experienced large and small public crisis events in recent years,and its crisis handling capacity is constantly enhanced,the construction of emergency information disclosure is still at a low level,lack of a systematic emergency information disclosure law and system,and there are many problems.Due to the limitation of government resources,we need to spend energy and funds on the blade in order to solve the problem effectively.Therefore,from the perspective of public demand,this paper selects and analyzes the public demand items in public crisis emergency information disclosure,and explores the demand items that can improve public satisfaction,so as to provide reference for the targeted construction of emergency information disclosure.Firstly,this paper introduces and explains the relevant concepts and theoretical models of emergency information disclosure.From the perspective of the whole process of public crisis management,this paper analyzes the purpose of the disclosing party and acquiring party of emergency information,and determines 32 public demand items in emergency information disclosure in combination with the summary of emergency information needs by different scholars.Then,the questionnaire processing method of Kano model,traditional classification and better worse classification are used to carefully divide the public demand items in emergency information disclosure,and accurately identify the impact on public satisfaction when some needs are met.Secondly,the public demand scatter map is drawn according to the better worst classification results,and the demand items conducive to improving public satisfaction in emergency information disclosure are selected by adding element selection line and key element selection line,and the key elements and improvement elements are identified accordingly.The results show that there are 32 public needs in public crisis emergency information disclosure.Among the 32 needs,there are 6 CHARM needs,19 expectation needs,4 basic needs and 3 indifference needs.In addition,29 improvement elements are obtained through sensitivity ranking,and 12 elements such as "crisis control situation and dynamic change information" are selected as key elements,in order to provide reference for the rational allocation of resources and relevant construction of public crisis emergency information disclosureFinally,through the analysis of the current situation of public crisis emergency information disclosure,this paper finds the existing relevant problems,and combined with the previous relevant conclusions,puts forward the following suggestions for emergency information disclosure at the legal level,main level and information level:(1)Develop a systematic public content plan.(2)Improve the policies and regulations on public crisis emergency information disclosure.(3)Clarify the public carrier and improve the feedback mechanism.