这篇文章延伸了目前基于情境的危机反应的概念,发展了一种更加一般和系统的方法来理解情感在危机情境中所起到的作用。作者采用了一种整合的方法,提出了一种基于公众、情感导向的角度来对危机传播建模, 映射不同的危机类型,用组织在危机事件中的参与度和主要公众的复制策略这两种连续体来加强它们。文章进一步的论证了适当的危机反应和危机管理工具应该考虑全面的情感要素来获得战略和战术层面的理想效果。 This essay extends the current concept of context-based crisis response and develops a more general and systematic approach to understanding the role that emotions play in crisis situations. The authors adopt an integrated approach that proposes a model that models crisis communications based on public and sentiment orientation, mapping different types of crises, using the organization’s engagement in crisis events and the primary public’s replication strategy Kind of continuum to strengthen them. The article further demonstrates that appropriate crisis response and crisis management tools should take into account the full range of emotional elements to achieve the desired strategic and tactical results.