43 lines
1.6 KiB
Markdown
43 lines
1.6 KiB
Markdown
---
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title: "Sentiment Early Warning System"
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type: concept
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tags: [weibo, monitoring, crisis, risk-management]
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last_updated: 2026-04-21
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---
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## Definition
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情感预警系统是品牌在微博平台建立实时监控、识别和应对负面情绪的体系，目的是在危机升级前及时干预。
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## Severity Classification
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| Level | Name | Criteria | Response Time | Response Team |
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|-------|------|----------|---------------|--------------|
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| Blue | 监控 | 负面提及 < 100 | 4小时内 | 运营团队 |
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| Yellow | 预警 | 负面提及 100-500 | 2小时内 | 运营+公关 |
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| Orange | 严重 | 负面提及 > 500 或 KOL 介入 | 1小时内 | 管理层+公关 |
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| Red | 危机 | 进入热搜或主流媒体报道 | 30分钟内 | CEO+法务+公关 |
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## Golden 4-Hour Response Rule
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1. **Detection（检测）**：识别负面情绪信号
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2. **Assessment（评估）**：判断严重程度和扩散范围
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3. **Respond（响应）**：选择策略并执行
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4. **Track（追踪）**：监控效果并调整
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## Response Strategy Selection
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- **直接回应**：坦诚面对，真诚道歉
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- **间接引导**：通过第三方叙事转移焦点
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- **战略沉默**：在评估阶段选择不立即回应
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## Comment Section Management
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- 置顶关键回复
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- 识别并处理水军评论
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- 引导粉丝正向响应
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## Post-Incident Review
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- 事件时间线还原
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- 传播路径分析
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- 响应效果评估
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- 改进建议输出
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## Connections
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- [[Marketing Weibo Strategist]] → operates → [[Sentiment Early Warning System]]
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- [[Trending Topic Operations]] ← monitors ← [[Sentiment Early Warning System]] |