Network public opinion event multi-department coordination response method and system

Abstract

The invention discloses a network public opinion event multi-department coordination response method and system, and relates to the technical field of multi-department response, and the method comprises the following steps: S1, an enterprise establishes a public opinion group in which a plurality of departments participate, and the public opinion group carries out the unified commanding and scheduling, and guarantees that each department can rapidly respond and cooperate with each other when a public opinion event occurs; and S2, the public gateway department assists in monitoring the dynamic state of the public opinion by defining the monitoring target and range, utilizing a whole-network public opinion monitoring tool, utilizing a social network public opinion monitoring tool, judging emotional tendency, searching engines, user feedback, public opinion analysis and information visualization. In the network public opinion management, through coordination response work of multiple departments, the departments closely cooperate and jointly face challenges according to clear responsibility division and efficient communication processes, so that the cooperation mode not only accelerates information transmission and processing, but also effectively avoids information delay and misunderstanding; and the timeliness and accuracy of the public opinion information are greatly improved.

Description

Technical Field

[0001] The present invention relates to the technical field of multi - department response, and specifically to a multi - department coordinated response method and system for network public opinion events. Background Technique

[0002] Currently, there is a lack of a perfect public opinion monitoring and judgment mechanism within the company, resulting in the inability to timely detect and warn potential public opinion risks. This may lead to the company being in a passive position when facing public opinion events and being difficult to make effective responses quickly. The company's analysis of the collected public opinion information is not deep enough, and the understanding of the public's concerns and attitudes is inaccurate. This may lead to a deviation between the response strategies formulated by the company and the public's expectations, thereby affecting the effect of public opinion response.

[0003] During the process of public opinion emergency response, the coordination and cooperation among internal departments of the company are not close enough. This may lead to poor information transmission, resource waste, and low response efficiency. The lack of a unified command and coordination mechanism may also cause each department to act independently when dealing with public opinion events and be difficult to form a joint force. The company's employees do not attach enough importance to network public opinion and lack the awareness and ability of public opinion management. This may lead to employees ignoring the collection and analysis of network public opinion in their daily work, or being unable to make correct judgments and responses when facing public opinion events. Summary of the Invention

[0004] The purpose of the present invention is to provide a multi - department coordinated response method and system for network public opinion events to solve the problems raised in the above - mentioned background technique.

[0005] To achieve the above - mentioned purpose, the present invention provides the following technical solution: A multi - department coordinated response method for network public opinion events, including the following steps:

[0006] S1. The enterprise establishes a public opinion group participated by multiple departments, including public relations, marketing, legal affairs, enterprise management department, customer service, and information technology department. The public opinion group conducts unified command and scheduling to ensure that each department can quickly respond and cooperate synergistically when a public opinion event occurs.

[0007] S2. The public relations department assists in monitoring the dynamic of public opinion by clarifying the monitoring objectives and scope, using the whole network public opinion monitoring tool, using the social network public opinion monitoring tool, judging the emotional tendency, search engines, user feedback, public opinion analysis and information visualization, timely discovers information related to the enterprise, and conducts preliminary analysis and evaluation on the information. The marketing department analyzes the impact of public opinion on the enterprise's market position. The legal department evaluates legal risks through statistical analysis method, probability analysis method, big data analysis method and risk factor analysis method. During the process of handling public opinion, the enterprise management department continuously tracks the development and changes of public opinion and evaluates the handling effect. During this period, the customer service department timely handles customer complaints and consultations, and at the same time notifies the information technology department to provide public opinion monitoring systems and technical support;

[0008] S3. The enterprise establishes an internal communication platform to facilitate information exchange and collaboration among various departments. At the same time, the public opinion group regularly holds meetings to discuss the latest progress of public opinion events, the response measures of each department and the issues that need to be coordinated, which helps to strengthen communication and collaboration among departments and ensure the smooth progress of public opinion response work;

[0009] S4. The enterprise formulates a detailed emergency plan for possible online public opinion events. The plan includes the process of dealing with public opinion, the responsible person and the time node, so that it can be quickly launched when public opinion appears. At the same time, the enterprise regularly conducts emergency drills to simulate the occurrence and response process of public opinion events.

[0010] Preferably, the step S2 includes the following steps:

[0011] S210. The public relations department is responsible for monitoring the dynamic of public opinion, formulating response strategies and communicating with the media. The public relations department formulates and implements public opinion response strategies, writes public relations statements and information to be released in press releases, communicates and coordinates with the media, and actively guides the direction of public opinion. In addition, the public relations department is also responsible for organizing and participating in press conferences and media meet-and-greet activities, answering questions from the media and the public, and maintaining the good image of the enterprise;

[0012] S220. The marketing department understands the enterprise's products and services, as well as market dynamics and consumer needs. They analyze the impact of public opinion on the sales of the enterprise's products and market share from a market perspective. In the management and response of public opinion, the marketing department provides relevant information and data on products and services, assists the public relations department in formulating targeted response strategies to reduce the impact of public opinion on the enterprise's market position. At the same time, they also communicate directly with customers and consumers, understand their views and reactions to public opinion events, and timely feedback to the enterprise management department;

[0013] S230. The legal department is responsible for evaluating legal risks and providing legal opinions. The legal department reviews the information and statements released by the public relations department. In addition, when the situation deteriorates severely, the legal department participates in handling legal lawsuits and disputes related to public opinion to safeguard the legitimate rights and interests of the enterprise.

[0014] Preferably, the step S2 further includes the following steps:

[0015] S240. The enterprise management department is responsible for determining the enterprise's stance and attitude in public opinion response and coordinating the work among various departments. The enterprise management department pays attention to major public opinion events, makes decisions and instructions, and provides necessary resource support, including human, material, and financial resources, to ensure the smooth progress of the enterprise's public opinion management and disposal work and to do a good job in docking with other departments. In addition, they are also responsible for communicating and coordinating with external stakeholders including government departments and industry associations to seek their understanding and support;

[0016] S250. The customer service department deals directly with customers. They learn about customers' feedback and opinions on public opinion events in a timely manner, relieve customers' dissatisfaction, and prevent the public opinion from deteriorating further. At the same time, they feedback customers' opinions and suggestions to the enterprise management department to provide a reference basis for the enterprise to improve products and services;

[0017] S260. The information technology department is responsible for providing public opinion monitoring systems and technical support to ensure the normal operation of the public opinion monitoring system and the accuracy of data. They assist the public relations department and other departments in data analysis and mining, provide technical means and methods to help them better understand the dissemination laws and trends of public opinion. In the response to online public opinion, the information technology department is also responsible for the maintenance and management of the enterprise's official website, social media account network platforms to ensure the timeliness and security of information release.

[0018] Preferably, the specific steps of the step S210 are as follows:

[0019] S211. Define the monitoring objectives and scope, and set clear monitoring objectives and scope according to the actual needs of the enterprise or brand;

[0020] S212. Use the whole-network public opinion monitoring tool to monitor the Internet public information of major authoritative online news media and mainstream portal websites in real time and provide a multi-dimensional data analysis report;

[0021] S213. Use the social network public opinion monitoring tool to focus on social network public opinion monitoring and analysis, monitor and analyze social network data through big data technology, and provide real-time comprehensive monitoring and timely and accurate early warning functions;

[0022] S214. Use natural language processing technology to judge the sentiment tendency of the collected public opinion information;

[0023] S215. Monitor specific topics or brands by setting keywords and time ranges using the advanced search function of a search engine.

[0024] S216. Keep abreast of users' discussions and feedback on topics or brands in real time by following relevant accounts, setting keyword alerts, and using social media analysis tools.

[0025] S217. Stay informed about industry trends and public opinion changes in a timely manner by subscribing to the RSS feeds of relevant news websites, setting keyword alerts, and using news monitoring tools. Use advanced big data analysis techniques to screen, classify, extract, and analyze public opinion information, improving the accuracy and efficiency of monitoring.

[0026] S218. Organize the monitored public opinion information into a visual report, including charts, trend graphs, and hot keywords, so that the enterprise leadership and relevant departments can intuitively understand the public opinion dynamics and trends.

[0027] Preferably, step S230 evaluates legal risks through statistical analysis, probability analysis, big data analysis, and risk factor analysis to ensure compliance with laws, regulations, and the enterprise's legal compliance requirements, and to avoid legal disputes caused by inappropriate expressions.

[0028] Statistical analysis method: A quantitative method based on historical data. By statistically analyzing historical legal cases and disputes, predict the probability and degree of risks that may occur in the future.

[0029] Probability analysis method: By analyzing the probability distribution of various uncertain factors randomly changing within a certain range and their impact on indicators, make a relatively accurate judgment on the risk situation.

[0030] Big data analysis method: Use big data platforms to analyze various types of data including customer information, business processes, and contract terms to achieve intelligent identification and assessment of legal risks.

[0031] Risk factor analysis method: A risk assessment method that evaluates and analyzes the factors that may lead to the occurrence of risks, thereby determining the probability of risk occurrence.

[0032] Preferably, step S240 includes the following steps:

[0033] S241. During the process of handling public opinion, continuously track the development and changes of public opinion and evaluate the handling effect.

[0034] S242. According to the new situations and problems of public opinion, timely adjust the handling strategy to ensure that public opinion is effectively controlled and properly resolved.

[0035] Preferably, step S240 further includes the following steps:

[0036] S243. Through public relations activities such as holding press conferences and inviting the public to visit, enhance the company's image and reputation, convey positive information and values of the company to the public, and strengthen the public's trust and support for the company.

[0037] S244. Regularly train employees on public opinion response and crisis management, enhance their legal awareness and compliance awareness, and ensure that they can comply with laws, regulations and company rules and regulations in their work.

[0038] A multi-department coordinated response system for online public opinion events, including the following units:

[0039] A mechanism establishment unit, which is uniformly commanded and dispatched by a public opinion group to ensure that each department can quickly respond and cooperate with each other when a public opinion event occurs.

[0040] A coordinated response unit, which enables the public opinion group to clarify the responsibilities and division of labor of each department, and ensure that each department is clear about its role and tasks in public opinion response.

[0041] An information intercommunication unit, which strengthens information intercommunication and transmission, discusses the latest progress of public opinion events, the response measures of each department and the issues that need to be coordinated, and ensures the smooth progress of public opinion response work.

[0042] An emergency response unit, which formulates a detailed emergency plan for the company in response to possible online public opinion events. At the same time, the company regularly conducts emergency drills to simulate the occurrence and response process of public opinion events.

[0043] Compared with the prior art, the beneficial effects of the present invention are:

[0044] In the management of online public opinion, the present invention coordinates and responds through multiple departments, which ensures that when a public opinion event breaks out, a joint force can be quickly formed within the company. Each department closely cooperates based on clear responsibility division and efficient communication processes to jointly face challenges. Such a cooperation model not only accelerates the transmission and processing of information, effectively avoids information delay and misunderstanding, but also greatly improves the timeliness and accuracy of public opinion information. Through cross-departmental information sharing and cooperation, the online public opinion company can more comprehensively and deeply master the public opinion dynamics from major online platforms, providing solid data support and insights for high-level decision-making. This comprehensive analysis ability is crucial for predicting potential public opinion risks and formulating targeted and effective response strategies, and helps the company maintain a keen insight and rapid response ability in the complex and changeable online environment. Description of the Drawings

[0045] Figure 1 It is a schematic diagram of the overall method flow provided by the embodiment of the present invention.

[0046] Figure 2 This is a schematic diagram of the overall system structure provided by the embodiments of the present invention. Specific implementation manners

[0047] Next, the technical solutions in the embodiments of the present invention will be clearly and completely described in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

[0048] Please refer to Figures 1 to 2 , the present invention provides a technical solution: a multi - department coordinated response method for network public opinion events, including the following steps:

[0049] S1. The enterprise establishes a public opinion group participated by multiple departments, including public relations, marketing, legal affairs, enterprise management department, customer service, and information technology department. The public opinion group conducts unified command and scheduling to ensure that each department can quickly respond and cooperate when a public opinion event occurs;

[0050] S2. The public relations department assists in monitoring public opinion dynamics by clarifying the monitoring objectives and scopes, using the whole - network public opinion monitoring tool, using the social network public opinion monitoring tool, judgment of emotional tendency, search engines, user feedback, public opinion analysis, and information visualization, timely discovers information related to the enterprise, and conducts preliminary analysis and evaluation of the information. The marketing department analyzes the impact of public opinion on the enterprise's market position. The legal affairs department evaluates legal risks through statistical analysis method, probability analysis method, big data analysis method, and risk factor analysis method. During the process of handling public opinion, the enterprise management department continuously tracks the development and changes of public opinion and evaluates the handling effect. During this period, the customer service department promptly handles customer complaints and consultations, and at the same time notifies the information technology department to provide public opinion monitoring systems and technical support;

[0051] S3. The enterprise establishes an internal communication platform to facilitate information exchange and cooperation among departments. At the same time, the public opinion group regularly holds meetings to discuss the latest progress of public opinion events, the response measures of each department, and the issues that need to be coordinated, which helps to strengthen communication and cooperation among departments and ensure the smooth progress of public opinion response work;

[0052] S4. The enterprise formulates a detailed emergency plan for possible network public opinion events. The plan includes the process of dealing with public opinion, responsible persons, and time nodes, so as to be quickly activated when public opinion appears. At the same time, the enterprise regularly conducts emergency drills to simulate the occurrence and response process of public opinion events.

[0053] Step S2 includes the following steps:

[0054] S210. The public relations department is responsible for monitoring public opinion trends, formulating response strategies, and communicating with the media. The public relations department formulates and implements public opinion response strategies, writes public relations statements and press releases for external release, communicates and coordinates with the media, actively guides the direction of public opinion. In addition, the public relations department is also responsible for organizing and participating in press conferences and media meetings, answering questions from the media and the public, and maintaining the good image of the enterprise;

[0055] S220. The marketing department understands the enterprise's products and services, as well as market trends and consumer needs. They analyze the impact of public opinion on the enterprise's product sales and market share from a market perspective. In public opinion management and response, the marketing department provides relevant information and data on products and services, and assists the public relations department in formulating targeted response strategies to mitigate the impact of public opinion on the enterprise's market position. At the same time, they also communicate directly with customers and consumers to understand their views and reactions to public opinion events and promptly feedback to the enterprise management department;

[0056] S230. The legal department is responsible for assessing legal risks and providing legal advice. The legal department reviews the information and statements released by the public relations department. In addition, when the situation deteriorates seriously, the legal department participates in handling legal lawsuits and disputes related to public opinion to safeguard the legitimate rights and interests of the enterprise;

[0057] Step S2 also includes the following steps:

[0058] S240. The enterprise management department is responsible for determining the enterprise's stance and attitude in public opinion response and coordinating the work among various departments. The enterprise management department pays attention to major public opinion events, makes decisions and instructions, and provides necessary resource support, including human, material, and financial resources, to ensure the smooth progress of the enterprise's public opinion management and disposal work and to do a good job in docking with other departments. In addition, they are also responsible for communicating and coordinating with external stakeholders including government departments and industry associations to seek their understanding and support;

[0059] S250. The customer service department deals directly with customers. They learn about the feedback and opinions of customers on public opinion events in the first place, relieve the dissatisfaction of customers, and prevent public opinion from deteriorating further. At the same time, they feedback the opinions and suggestions of customers to the enterprise management department to provide a reference basis for the enterprise to improve its products and services;

[0060] S260. The Information Technology Department is responsible for providing the public opinion monitoring system and technical support to ensure the normal operation of the public opinion monitoring system and the accuracy of data. They assist the Public Relations Department and other departments in data analysis and mining, providing technical means and methods to help them better understand the dissemination laws and trends of public opinion. In response to online public opinion, the Information Technology Department is also responsible for the maintenance and management of the enterprise's official website and social media account network platforms to ensure the timeliness and security of information release;

[0061] The specific steps of step S210 are as follows:

[0062] S211. Define the monitoring objectives and scope. According to the actual needs of the enterprise or brand, set clear monitoring objectives and scope. The keywords, platforms, and time range for monitoring can be set to collect and analyze public opinion information targeted.

[0063] S212. Use the whole-network public opinion monitoring tool to monitor the Internet public information of major authoritative online news media and mainstream portal websites in real time, and provide multi-dimensional data analysis reports. The whole-network public opinion monitoring tools are the Eagle Eye Quick Reading Network System and the Sina Public Opinion Communication System;

[0064] S213. Use the social network public opinion monitoring tool to focus on the monitoring and analysis of social network public opinion. Monitor and analyze social network data through big data technology to provide real-time comprehensive monitoring and timely and accurate early warning functions. The social network public opinion monitoring tool is the Eagle Strike Early Detection System;

[0065] S214. Use natural language processing technology to judge the sentiment tendency of the collected public opinion information, which helps to understand the public's sentiment attitude towards a certain topic or product. The natural language processing technology includes sentiment analysis algorithms, and the specific algorithm is:

[0066] P(c|d) = P(d|c)P(c) / P(d)

[0067] Among them, P(c|d) represents the probability that the text belongs to category c under the condition of the given text d, P(d|c) represents the probability that the text d appears under the condition of the given category c, P(c) represents the prior probability of the appearance of category c, P(d) represents the probability of the appearance of the text d, c represents the text category, and d represents the text;

[0068] S215. Monitor a specific topic or brand by using the advanced search function of the search engine, setting keywords and time range;

[0069] S216. Keep abreast of users' discussions and feedback on the topic or brand in real time by following relevant accounts, setting keyword reminders, and using social media analysis tools;

[0070] S217. By subscribing to the RSS feeds of relevant news websites, setting keyword alerts, and using news monitoring tools, keep abreast of industry trends and public opinion changes in a timely manner. Apply advanced big data analysis techniques to screen, classify, extract, and analyze public opinion information, improving the accuracy and efficiency of monitoring. The big data techniques include the support vector machine of classification algorithms, where the decision function is:

[0071] f(x) = w·x + b·f(x - 1)

[0072] where f(·) represents the decision function, w represents the weight vector, x represents the input vector, and b represents the bias term;

[0073] S218. Organize the monitored public opinion information into a visual report, including charts, trend graphs, and hot words, so that the enterprise leadership and relevant departments can intuitively understand the public opinion dynamics and trends;

[0074] Step S230 evaluates legal risks through statistical analysis methods, probability analysis methods, big data analysis methods, and risk factor analysis methods to ensure compliance with laws, regulations, and the enterprise's legal compliance requirements, and avoid legal disputes caused by inappropriate expressions;

[0075] Statistical analysis method: A quantitative method based on historical data. By statistically analyzing historical legal cases and disputes, predict the probability and degree of risks that may occur in the future;

[0076] Probability analysis method: By analyzing the probability distribution of various uncertain factors randomly changing within a certain range and their impact on indicators, make a relatively accurate judgment on the risk situation.

[0077] Big data analysis method: Use big data platforms to analyze various types of data including customer information, business processes, and contract terms to achieve intelligent identification and assessment of legal risks;

[0078] Risk factor analysis method: A risk assessment method that evaluates and analyzes the factors that may lead to the occurrence of risks, thereby determining the probability of risk occurrence;

[0079] Step S240 includes the following steps:

[0080] S241. During the process of handling public opinion, continuously track the development and changes of public opinion and evaluate the handling effect;

[0081] S242. According to the new situations and problems of public opinion, promptly adjust the handling strategy to ensure that public opinion is effectively controlled and properly resolved;

[0082] S243. Through public relations activities such as holding press conferences and inviting the public to visit, enhance the enterprise's image and reputation, and convey the enterprise's positive information and values to the public, enhancing the public's trust and support for the enterprise;

[0083] S244. Regularly train employees on public opinion response and crisis management to enhance their legal awareness and compliance awareness, ensuring that they can abide by laws, regulations, and enterprise rules and regulations in their work.

[0084] A multi - department coordinated response system for online public opinion events, including:

[0085] A mechanism establishment unit, which is uniformly commanded and dispatched by the public opinion group to ensure that each department can quickly respond and cooperate when a public opinion event occurs.

[0086] A coordinated response unit, which enables the public opinion group to clarify the responsibilities and divisions of each department, ensuring that each department is clear about its role and tasks in public opinion response.

[0087] An information inter - communication unit, which strengthens information inter - communication and transmission, discusses the latest progress of public opinion events, the response measures of each department, and issues that need to be coordinated, ensuring the smooth progress of public opinion response work.

[0088] An emergency response unit. The enterprise formulates a detailed emergency plan for possible online public opinion events, and at the same time, the enterprise regularly conducts emergency drills to simulate the occurrence and response process of public opinion events.

[0089] It should be noted that in this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the term "comprising", "including" or any other variant thereof is intended to cover non - exclusive inclusion, so that a process, method, article or device comprising a series of elements not only includes those elements, but also includes other elements not expressly listed, or also includes elements inherent to such process, method, article or device.

[0090] Although the embodiments of the present invention have been shown and described, for those of ordinary skill in the art, it can be understood that various changes, modifications, substitutions, and variations can be made to these embodiments without departing from the principles and spirit of the present invention. The scope of the present invention is defined by the appended claims and their equivalents.

Claims

1. A multi - department coordinated response method for online public opinion events, characterized in that, The method comprises the following steps: S1. The company sets up a public opinion team with participation from multiple departments, including public relations, marketing, legal affairs, corporate management, customer service, and information technology. The public opinion team will coordinate and dispatch in a unified manner to ensure that all departments can respond quickly and cooperate in coordination when public opinion events occur; S2. The public relations department assists in monitoring public opinion trends by clarifying monitoring goals and scope, using public opinion monitoring tools across the entire network, using social network public opinion monitoring tools, judging emotional tendencies, search engines, user feedback, public opinion analysis and information visualization, timely discovering information related to the enterprise, and conducting preliminary analysis and evaluation of the information. The marketing department analyzes the impact of public opinion on the market position of the enterprise. The legal department evaluates legal risks through statistical analysis, probability analysis, big data analysis and risk factor analysis. In the process of handling public opinion, the enterprise management department continuously tracks the development and changes of public opinion and evaluates the handling effect. During this period, the customer service department promptly handles customer complaints and inquiries, and at the same time notifies the information technology department to provide public opinion monitoring systems and technical support; S3. The company establishes an internal communication platform to facilitate information exchange and collaboration between departments. At the same time, the public opinion team holds regular meetings to discuss the latest developments of public opinion events, the response measures of various departments, and issues that need to be coordinated, which helps to strengthen communication and collaboration between departments and ensure the smooth progress of public opinion response work; S4. Enterprises should formulate detailed emergency response plans for possible online public opinion incidents. The plans should include the process, responsible persons and time nodes for responding to public opinion so that they can be quickly initiated when public opinion occurs. At the same time, enterprise management departments should conduct emergency drills regularly to simulate the occurrence and response process of public opinion incidents.

2. The multi - department coordinated response method for online public opinion events according to claim 1, wherein: The step S2 comprises the following steps: S210. The public relations department is responsible for monitoring public opinion trends, formulating response strategies and communicating with the media. The public relations department formulates and implements public opinion response strategies, writes public relations statements, press releases and information released to the outside world, communicates and coordinates with the media, and actively guides the direction of public opinion. In addition, the public relations department is also responsible for organizing and participating in press conferences and media meetings, answering questions from the media and the public, and maintaining the good image of the company; S220. The marketing department understands the company's products and services, as well as market dynamics and consumer demand. They analyze the impact of public opinion on the company's product sales and market share from a market perspective. In the public opinion management response, the marketing department provides relevant information and data on products and services and assists the public relations department in formulating targeted response strategies to mitigate the impact of public opinion on the company's market position. At the same time, they also communicate directly with customers and consumers to understand their views and reactions to public opinion events, and provide timely feedback to the company's management department; S230. The legal department is responsible for assessing legal risks and providing legal advice. The legal department reviews the information and statements released by the public relations department. In addition, when the situation becomes serious, the legal department participates in handling legal proceedings and disputes related to public opinion to safeguard the legitimate rights and interests of the company.

3. A multi - department coordinated response method for online public opinion events according to claim 2, characterized in that: The step S2 further comprises the following steps: S240. The enterprise management department is responsible for determining the enterprise's stance and attitude in public opinion response and coordinating the work among various departments. The enterprise management department pays attention to major public opinion events, makes decisions and instructions, and provides necessary resource support, including human, material, and financial resources, to ensure the smooth progress of the enterprise's public opinion management and disposal work, and to do a good job in docking with other departments. In addition, they are also responsible for communicating and coordinating with external stakeholders including government departments and industry associations to seek their understanding and support. S250. The customer service department deals directly with customers. They learn about customers' feedback and opinions on public opinion events in a timely manner, ease customers' dissatisfaction, and prevent the further deterioration of public opinion. At the same time, they feedback customers' opinions and suggestions to the enterprise management department to provide a reference basis for the enterprise to improve products and services. S260. The information technology department is responsible for providing public opinion monitoring systems and technical support to ensure the normal operation of the public opinion monitoring system and the accuracy of data. They assist the public relations department and other departments in data analysis and mining, providing technical means and methods to help them better understand the dissemination rules and trends of public opinion. In online public opinion response, the information technology department is also responsible for the maintenance and management of the enterprise's official website, social media account network platforms to ensure the timeliness and security of information release.

4. A multi - department coordinated response method for online public opinion events according to claim 2, characterized in that: The specific steps of the said step S210 are as follows: S211. Define the monitoring objectives and scope, and set clear monitoring objectives and scope according to the actual needs of the enterprise or brand. S212. Use the whole network public opinion monitoring tool to monitor the Internet public information of major authoritative online news media and mainstream portal websites in real time, and provide multi-dimensional data analysis reports. S213. Use the social network public opinion monitoring tool to focus on social network public opinion monitoring and analysis, monitor and analyze social network data through big data technology, and provide real-time comprehensive monitoring and timely and accurate early warning functions. S214. Use natural language processing technology to judge the sentiment tendency of the collected public opinion information. S215. By using the advanced search function of the search engine, set keywords and time range to monitor a specific theme or brand. S216. By following relevant accounts, setting keyword reminders, and using social media analysis tools, understand users' discussions and feedback on the theme or brand in real time. S217. By subscribing to the RSS feeds of relevant news websites, setting keyword reminders, and using news monitoring tools, understand industry trends and public opinion changes in a timely manner, and use advanced big data analysis technology to screen, classify, extract, and analyze public opinion information to improve the accuracy and efficiency of monitoring. S218. Organize the monitored public opinion information into a visual report, including charts, trend charts, and hot words, so that the enterprise leadership and relevant departments can intuitively understand the public opinion dynamics and trends.

5. A multi - department coordinated response method for online public opinion events according to claim 2, characterized in that: The said step S230 evaluates legal risks through statistical analysis methods, probability analysis methods, big data analysis methods, and risk factor analysis methods to ensure compliance with laws, regulations, and the enterprise's legal compliance requirements, and to avoid legal disputes caused by inappropriate expressions. Statistical analysis method: A quantitative method based on historical data. By statistically analyzing historical legal cases and disputes, it predicts the probability and degree of risks that may occur in the future; Probability analysis method: By analyzing the probability distribution of various uncertain factors randomly changing within a certain range and their impact on indicators, it makes a relatively accurate judgment on the risk situation. Big data analysis method: Utilizes a big data platform to analyze various types of data including customer information, business processes, and contract terms to achieve intelligent identification and assessment of legal risks; Risk factor analysis method: A risk assessment method that evaluates and analyzes the factors that may lead to the occurrence of risks, thereby determining the probability of risk occurrence.

6. A multi - department coordinated response method for online public opinion events according to claim 3, characterized in that: The step S240 includes the following steps: S241. During the process of handling public opinion, continuously track the development and changes of public opinion and evaluate the handling effect; S242. According to the new situations and problems of public opinion, timely adjust the handling strategy to ensure that public opinion is effectively controlled and properly resolved.

7. A multi - department coordinated response method for online public opinion events according to claim 6, characterized in that: The step S240 further includes the following steps: S243. Through public relations activities such as holding press conferences and inviting the public to visit, enhance the image and reputation of the enterprise, and convey positive information and values of the enterprise to the public to enhance the public's trust and support for the enterprise; S244. Regularly train employees on public opinion response and crisis management to enhance their legal awareness and compliance awareness.

8. A multi - department coordinated response system for online public opinion events, characterized in that, The multi - department coordinated response system for online public opinion events is applicable to any one of the multi - department coordinated response methods for online public opinion events described in claims 1 - 7, and includes the following units: Mechanism establishment unit. The mechanism establishment unit is uniformly commanded and dispatched by the public opinion group to ensure that each department can quickly respond and cooperate with each other when an online public opinion event occurs; Coordinated response unit. The coordinated response unit enables the public opinion group to clarify the responsibilities and divisions of each department to ensure that each department clearly understands its role and tasks in public opinion response; Information inter - communication unit. The information inter - communication unit strengthens information inter - communication and transmission, discusses the latest progress of online public opinion events, the response measures of each department, and issues that need to be coordinated to ensure the smooth progress of public opinion response work; Emergency response unit. The emergency response unit formulates a detailed emergency plan for possible online public opinion events for the enterprise. At the same time, the enterprise regularly conducts emergency drills to simulate the occurrence and response process of online public opinion events.

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