吴猛：核心是要完成从“事实优先”到“情绪与事实并重”的应对逻辑转型。传统危机公关“先声明事实、后安抚情绪”的模式，极易加剧公众的情绪对立。正确的应对路径，是先接纳公众的情绪、回应核心情感诉求，消解情绪对立壁垒，再以平等对话的方式完成事实澄清，尤其避免陷入“塔西佗陷阱”，最终在危机处置中实现情感修复与信任重建。
Фото: Елена Никитченко / Коммерсантъ，这一点在PDF资料中也有详细论述
，这一点在PDF资料中也有详细论述
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When BS goes too far or gets called out, real reputational or financial damage can occur, Littrell said. For instance, a leaked 2009 Pepsi marketing presentation with language such as “The Pepsi DNA finds its origin in the dynamic of perimeter oscillations…our proposition is the establishment of a gravitational pull to shift from a transactional experience to an invitational expression …” led to widespread ridicule in various news outlets.