The Officials and the Increasing Public Satisfaction in Crises

This research is aimed at identifying the measures which officials have to take in order to promote public satisfaction in times of crisis. This is a quantitative-qualitative combined research. Data collection tools include content analyses of internal and external studies as well as interviews and researcher-made questionnaires. The statistical population of the study includes students and professors of the University of Semnan from whom 12 professors of psychology, organizational behavior, human resource and communication were selected as sample by judgment purposive sampling method for the qualitative section. A sample of 375 people was selected for the quantitative section by cluster-random sampling method. One-sample t-test and TOPSIS technique were used for data analysis. According to the data evaluation, the following measures were identifies as the effective ones of the 20 identified measures:  "humane and noble conduct", "avoidance from guesswork", "avoiding immediate interviews", "avoiding uncontrolled interviews", "establishing a platform for reporters "," avoiding any sort of tensions with reporters", "assuring people that the situation is under control", "predicting probable crises, considering the requirements of people and the characteristics of the audience"," 24-hour presence”, "announcement of results and news", "non-exclusive control of news coverage by special media and announcing any news and outcomes", "avoidance of exclusive reference to special news agencies, “abdication", "apology", "introducing responsible authorities to people until the crisis is resolved", "proposing accurate practical, clear program with  action plan for its performance”, “attending the situation in an informal simple appearance fitting the miserable situation of the crisis", "communicating with the families of the victims properly and honestly", "avoiding generalizations and ambiguity in words and programs", and "punishing or dismissing those who endorsed the crisis.