麦当劳与家乐福在央视“3·15”晚会对其曝光后分别发布微博进行危机沟通。文章以形象修复理论为指导,采用内容分析法对其沟通策略进行分析评估。结论显示:从内部分析来看,两企业在形象修复上各自采用了三大策略,其中共同采用的纠错行为策略和表示歉意策略均效果良好,但麦当劳的危机最小化策略效果较差,家乐福的强化支持策略效果较好;从外部分析来看,两企业与媒体沟通效果较好,但与网民沟通效果不大乐观。通过以上分析得出了四方面的思考:形象修复时效性、形象修复策略选择、微博精准化个性化传播、策略局限性。
<<CCTV “3·15” evening party in 2012 exposed some bad behaviors existed in MacDonald and Carrefour,after that,the two businesses both published a microblog on Sina Weibo to respond the reports.Guided by the Image Restoration Theory,this paper analyzed and evaluated two businesses’ communication strategies using content analysis.From the internal analysis,we saw that MacDonald and Carrefour respectively used three approaches to repair their image including the common strategies corrective action and mortification which worked well in the communication.Besides,the bolstering was suitable for Carrefour but the minimization was used improperly by MacDonald.The external analysis concluded that MacDonald and Carrefour communicated well with media but a little badly with the netizen.Based on the above research,the author gave suggestions in four aspects which were image restoration timeliness,option of image restoration strategies,precision and personalization of microblog communication and the limitations of strategies.
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