How do hotels deal with online public opinion?

How do hotels deal with online public opinion? Organize the following suggestions.

First, we should be sparse and not blocked to ensure the openness and transparency of information. Sudden hot events, especially negative events, will inevitably cause widespread concern of online public opinion. Therefore, it is necessary to build a public opinion monitoring platform similar to the public opinion data analysis station system of Duoruike, so as to grasp the first-hand information and negative communication in time. At this time, the online public opinion will include the voices of various netizens, including some extremely irrational voices, and sometimes even this voice is the mainstream. When handling this incident, the hotel should tell the truth, disclose the authenticity of the information, set the agenda of the topic and channel public opinion. Instead of blocking the noise and blocking the channel of public opinion, it will only be counterproductive, because only facts are the basis for guiding public opinion.

Second, we should avoid it and take the initiative to assume our due responsibilities. The outbreak of public opinion crisis is mostly due to avoiding and not actively responding to the accountability disposal of emergencies, and accountability is the focus of public opinion. For example, the cousin incident happened because the relevant departments in Shaanxi Province took an evasive attitude in the face of netizens' accountability requirements, failed to answer netizens' questions in time, and failed to respond effectively to the relevant requirements of the media and the public, causing public dissatisfaction. In the end, Sanlu Group was only led by public opinion, which was extremely passive in dealing with the crisis and finally went to extinction.

Third, we should be impartial and reflect the dialectical nature of our views. Unexpected events lead to the crisis of network public opinion, and there must be various opinions behind it. Different opinions form the main theme of public opinion in the process of conflict. When dealing with the crisis, the hotel should dialectically set the topic, highlight the mainstream understanding, and dialectically guide the audience's understanding, so that the audience's speech will not be blindly followed and will not be influenced by temporary emotions.

Fourth, it is better to be soft than hard, which is instructive to understanding. In the process of crisis management, hotels should be gentle and gentle, play the role of opinion leaders, and guide wrong understanding step by step, instead of forcing people to accept their opinions by simple and rude preaching or criticism.

Fifth, we should be slow rather than urgent, and stress the orderly and gradual effect. When dealing with the network public opinion crisis, we should not try to quell the incident overnight, but should formulate a phased disposal strategy according to the law of public opinion development, guide the development direction of public opinion step by step, and make public opinion develop in the right direction conducive to event handling.

Emergency plan for sudden public opinion events in hotels:

1. Handling guest complaints:

In the event of a dispute or complaint, if the parties can't handle it, they should contact the competent leader in time to coordinate, and may not swear at the guests, causing serious consequences;

Afterwards-regardless of whether the complaint incident is handled reasonably, it is necessary to report the incident to the superior leader in time, and analyze and learn the incident to find the best solution, which can form a training textbook for emergency handling for a long time.

2, newspapers, television, radio and other media monitoring, because the scope is too wide, the information is too scattered and the working hours of department employees are fixed and concentrated, all hotel employees must pay attention. Public opinion monitoring notice is issued to all departments, requiring employees to feed back their comments (advantages/disadvantages) related to the hotel to the marketing department in time, and giving appropriate rewards to individuals who have contributed to avoiding major adverse effects on the hotel.

3. Network public opinion monitoring:

Network monitoring scope:

Lock the large entrance-estimated 10 minutes

Sina, Sohu, Tencent, Netease, Daqin.com (select the home page respectively, search for hotel-related keywords and articles, etc. And extract and save them).

Pay attention to the community and so on. -Estimated 15 minutes

Baidu, Post Bar, Tianya, Maopu and Weibo (select community homepages respectively, search hotel-related keywords and articles, browse the first five pages of information released on the same day and collect hotel-related information).

Online shopping evaluation-estimated 20 minutes

Meituan. Com (* * * There are five group buying pages: view all comments on the Meituan page. Com, and summarize the evaluation content)

Public comment. Com (* * * 3 group purchase pages+public comment network sign-in wall monitoring. Com: check the contents of the sign-in wall of consumption evaluation on that day and summarize the evaluation contents)

Mino Com (* * * 3 group purchase pages: view the consumption evaluation of the day and summarize the evaluation content)

Tongcheng. Com juntu Com and inch friends. Com (view the consumption evaluation of the day and summarize the evaluation content)

Monitoring statistics: The monitoring of the above 16 website is monitored by the personnel on duty in the marketing department that day. The marketing department has set up a special network public opinion monitoring to register and collect daily online public opinions, which will be announced and discussed at the morning meeting the next day. The relevant departments punished the responsible person and paid a telephone call back to the guests.