This study aims to understand the research status and development trend of crisis and risk communication research (CRCR) through a visual analysis in CiteSpace, thereby providing a more comprehensive perspective for future research agenda. First, we retrieved published papers from Web of Science (1986–2020) and Scopus (1979–2020) with a title search. Subsequently, we analyzed the main research strengths and main topics of CRCR from two dimensions: co-authorship network and co-citation network. We conducted an in-depth co-citation network analysis from four perspectives: cluster analysis, high co-cited literature analysis, burst analysis, and turning points analysis. These results revealed the main research topics in the CRCR field, the most eye-catching research literature, the emerging research hotspots in each period, and the turning points of the overall development. Finally, we suggest further research directions for future avenues.

The mobile game “Immortal Conquest,” created by NetEase Games, caused a dramatic user dissatisfaction event after an introduction of a sudden and uninvited “pay-to-win” update. As a result, many players filed grievances against NetEase in a court. The official game website issued three apologies, with mix results, to mitigate the crisis. The goal of the present study is to understand user feedback content from the perspective of Situational Crisis Communication Theory through semantic network analysis and sentiment analysis to explore how an enterprise’s crisis communication strategy affects users’ attitudes. First, our results demonstrate that the diminishing crisis communication strategies (excuse and justification) do not change players’ negative attitudes. It was not a failure because it successfully alleviated the players’ legal complaints and refocused their attention on the game itself. Second, the rebuild (apology & compensation) strategy was effective because it significantly increased the percentage of positive emotions and regenerated expectations for the game. The litigation crisis was identified within gamer communications with respect to Chinese gaming companies for the first time. Nevertheless, this does not indicate an increase in overall legal awareness among the larger Chinese population. It may only reflect greater legal awareness among Chinese online gamers. Fourth, gamers emphasized that they and enterprises should be equally involved when communicating with each other. Finally, in-game paid items should be reasonably priced, otherwise, they will drive users to competitors.

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