공적 사과문 텍스트의 위기 유형별 구조와 언어 표현

초록

This study aims to analyze the structure and linguistic expression in public apology texts by crisis type. The type of crisis was divided into ‘incident, mistake, and vionlation’ to investigate the structures of the participants and the contents, such as the description of contents of apology, the expression of apology, the solution to problems, and promise for recurrence prevention. As a result of the analysis, as the addressers in the structure of participants, most were institution names and institution representatives’ names for ‘incident’ and ‘violation’ and individuals’ names for ‘mistake.’ As the addressees, even if the victims were individuals, both individuals and groups appeared in written apologies, and there were no differences according to the type of crisis. In the structure of contents, there were differences in ‘the expression of apology,’ and in ‘incident’ and ‘violation,’ mostly, standardized expressions of apology were used, while in ‘mistake,’ various expressions of apology were used. In addition, there were differences as follows: The descriptions of contents of apology were in the following order: ‘Description of contents of apology > Abstract mentioning of contents of apology > Omission’ in ‘incident’ and ‘mistake’ while descriptions of contents of apology were in the following order: ‘Abstract mentioning of contents of apology > Description of contents of apology > Omission’ in ‘violation.’ As for ‘the solution to problems,’ it was omitted more in ‘mistake’ than in ‘incident’ and ‘violation.’ As for ‘the promise of recurrence prevention,’ relatively concrete solutions were presented in ‘incident’ and ‘violation’ while one’s efforts were promised in ‘mistake.’

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