A Study On The Influence Mechanism Of Public Participation Emotional Characteristics On Government Response

In recent years,the practical work of government response has been widely spread,indicating the government’s emphasis on public participation and the need to improve its ability.In essence,the government response depends on public participation,and public participation characteristics also have impacts on the government response.Although some researches indicated that the public participation emotional characteristics affected the government response,they failed to explain the influence mechanism.Firstly,based on the summary of the existing literature,this paper divided the government response into two levels: government response timeliness and government response responsibility.Secondly,political communication theory and political sentiment analysis framework were combined to construct the theoretical model.Thirdly,Shanghai 12345 citizen service hotline was analyzed through sentiment analysis and regression analysis.It was found that the public generally presented negative emotions while expressing their appeals via the hotline;there were great differences in public’s emotions among various appeal categories;the more negative public’s emotion was,the lower the timeliness of government response was.Also,the public behavior characteristic had a negative adjustment effect on the relationship between the public participation emotional characteristics and the timeliness of government response.The enlightenment of this paper are that the government should pay more attention to making use of citizen service hotline data;the government should pay attention to both the speed of response and the quality of response;the government should pay more attention to the micro-characteristics presented in the process of public participation,and should do a good job of resolving the negative emotions of the public.