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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...

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Detalles Bibliográficos
Autores principales: Gruda, Dritjon, Ojo, Adegboyega
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2022
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
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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.
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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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