Study on Crisis Management of Enterprise Public Relations Based on the Classification of Cyber Citizen's Emotion

摘要

When enterprise operation and management have developed to a certain stage, many inside problems of a company can even affect the interest of customers. Therefore, once facing the crises, company soon becomes the centre of attention of public opinions. Comparing to the rapid development of Internet Industry, the lack of administration of these industries is obvious. Internet is providing the platform to companies with convenient marketing approaches; meanwhile, it brings unprecedented challenge to company fame and interest protection. The research is carried out on the conflict between Tencent Company and the 360 Company and its relevant online comments. We collect, calculate and analyze the comment of cyber citizen. After we do the emotion statistics analysis and the emotion attribution analysis, we summarize the opinions of internet users towards the event. And we finally put conductive suggestions in accordance with current internet PR situation, from the aspect of Internet users' concern.