Crisis Management Experience from Social Media: Public Response to the Safety Crisis of Imported Aquatic Products in China during the Pandemic

Abstract

China's outbreak related to cold-chain aquatic product quality and safety in 2020 caused public panic and further led to a crisis in China's aquatic industry. This paper uses topic clustering and emotion analysis methods to text-mine the comments of netizens on Sina Weibo to study the main features of the public's views on the administration's crisis management measures and to provide experience for future imported food safety management. The findings show that for the imported food safety incident and the risk of virus infection, the public response had four types of characteristics: a higher proportion of negative emotion; a wider range of information demand; attention paid to the whole imported food industry chain; and a differentiated attitude towards control policies. Based on the online public response, countermeasures to further improve the management ability of imported food safety crises are proposed as follows: the government should pay active attention to the development trend of online public opinion; work more on exploring the content of public concern and emotion; strengthen the risk assessment of imported food and establish the classification and management measures of imported food safety events; construct the imported food safety traceability system; build a special recall mechanism for imported food safety; and improve the cooperation between government and media, enhancing the public's trust in policies.