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Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning
In this paper, we explore the role of perceived emotions and crisis communication strategies via organizational computer-mediated communication in predicting public anxiety, the default crisis emotion. We use a machine-learning approach to detect and predict anxiety scores in organizational crisis a...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Public Library of Science
2022
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9467322/ https://www.ncbi.nlm.nih.gov/pubmed/36095007 http://dx.doi.org/10.1371/journal.pone.0274539 |
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author | Gruda, Dritjon Ojo, Adegboyega |
author_facet | Gruda, Dritjon Ojo, Adegboyega |
author_sort | Gruda, Dritjon |
collection | PubMed |
description | In this paper, we explore the role of perceived emotions and crisis communication strategies via organizational computer-mediated communication in predicting public anxiety, the default crisis emotion. We use a machine-learning approach to detect and predict anxiety scores in organizational crisis announcements on social media and the public’s responses to these posts. We also control for emotional and language tones in organizational crisis responses using a separate machine learning algorithm. Perceived organizational anxiety positively influences public anxiety, confirming the occurrence of emotional contagion from the organization to the public. Crisis response strategies moderated this relationship, so that responsibility acknowledgment lowered public anxiety the most. We argue that by accounting for emotions expressed in organizational crisis responses, organizations may be able to better predict and manage public emotions. |
format | Online Article Text |
id | pubmed-9467322 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2022 |
publisher | Public Library of Science |
record_format | MEDLINE/PubMed |
spelling | pubmed-94673222022-09-13 Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning Gruda, Dritjon Ojo, Adegboyega PLoS One Research Article In this paper, we explore the role of perceived emotions and crisis communication strategies via organizational computer-mediated communication in predicting public anxiety, the default crisis emotion. We use a machine-learning approach to detect and predict anxiety scores in organizational crisis announcements on social media and the public’s responses to these posts. We also control for emotional and language tones in organizational crisis responses using a separate machine learning algorithm. Perceived organizational anxiety positively influences public anxiety, confirming the occurrence of emotional contagion from the organization to the public. Crisis response strategies moderated this relationship, so that responsibility acknowledgment lowered public anxiety the most. We argue that by accounting for emotions expressed in organizational crisis responses, organizations may be able to better predict and manage public emotions. Public Library of Science 2022-09-12 /pmc/articles/PMC9467322/ /pubmed/36095007 http://dx.doi.org/10.1371/journal.pone.0274539 Text en © 2022 Gruda, Ojo https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. |
spellingShingle | Research Article Gruda, Dritjon Ojo, Adegboyega Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title | Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title_full | Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title_fullStr | Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title_full_unstemmed | Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title_short | Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning |
title_sort | is it too late now to say we’re sorry? examining anxiety contagion and crisis communication strategies using machine learning |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9467322/ https://www.ncbi.nlm.nih.gov/pubmed/36095007 http://dx.doi.org/10.1371/journal.pone.0274539 |
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