Actions required by officials to increase public opinion satisfaction In times of crises

This research was conducted with the aim of investigating the measures required by officials to increase the satisfaction of public opinion during crises, and it was a quantitative-qualitative combination. The data collection tools included content analysis of domestic and foreign researches, interviews and researcher-made questionnaires. The statistical population of the research included the students of Semnan University, in the qualitative part using the purposeful (judgmental) sampling method, 12 professors of psychology, organizational behavior, human resources, and communication were selected as samples, and in the quantitative part, using the cluster-random sampling method. 375 people were selected.One-sample t-test and TOPSIS technique were used for data analysis.According to the data evaluation, among the 20 measures identified, factors such as "humane and good treatment", "not using guesswork", "avoiding urgent interviews", "avoiding uncontrolled interviews", "considering a place for journalists", "avoiding any tension with journalists", "getting reassurance by showing that the situation is under control", "anticipating possible crises, people's needs and the type of audience""24-hour presence and announcement of results and news", "non-exclusive control of news publication by special media", "resignation", "apology", "introduction of the person responsible for following up the crisis until its resolution to the people", "announcement of a detailed and practical plan and transparent and acting on it", "presence with an appearance appropriate to the situation of the crisis (unceremonious)", "establishing a proper and honest relationship with the family of the victims", "avoiding generalization and ambiguity in words and plans" and "reprimanding or firing some of the culprits were recognized as effective measures.