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All Journal International Journal of Health, Economics, and Social Sciences (IJHESS)
Taufik Akhyar
Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik, UIN Raden Fatah Palembang
Economics, Econometrics & Finance Public Health Social Sciences

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Crisis Communication Strategy in Managing Complaints Related to Blackout Incidents at Pt Pln (Persero) UID S2JB Yuni Tiara Sari; Taufik Akhyar; Gita Astrid
International Journal of Health, Economics, and Social Sciences (IJHESS) (Special Issue) - International Journal of Health, Economics, and Social Sciences (IJHESS) - July 20
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v8i3.9933

Abstract

This research was motivated by a blackout incident in the work area of PT PLN (Persero) UID S2JB which triggered various negative public complaints on social media and had the potential to reduce public trust in the company. Blackouts are not only a technical nuisance, but also develop into a communication crisis because the public needs fast, clear, and transparent information regarding the cause of the outage and the power restoration process. This study aims to find out the crisis communication strategy of PT PLN UID S2JB in handling complaints about blackout incidents and analyze how negative complaints can trigger a crisis of public trust. This study uses the Situational Crisis Communication Theory (SCCT) theory from W. Timothy Coombs with a qualitative research method. Data collection techniques are carried out through observation, interviews, and documentation. The research informant came from the public relations of PT PLN UID S2JB who was directly involved in handling the blackout crisis communication. The results of the study show that the crisis communication strategy of PT PLN UID S2JB is carried out through the pre-crisis, during crisis, and post-crisis phases. In the crisis phase, the company conveys blackout information through social media, regional stakeholders, and field service units and conducts social media sweeping to monitor public opinion. In the post-crisis phase, the company conducts network evaluation and maintenance as an effort to restore public trust. This research also shows that negative public complaints can develop into a crisis of public trust due to unclear information, delayed communication responses, and the development of negative opinions on social media. Therefore, crisis communication not only functions as an information delivery, but also plays an important role in maintaining the reputation and public trust in PT PLN (Persero) UID S2JB.
Village Government Communication Strategy in Coffee Farmer Community Empowerment Activities in Tanjung Beringin Village, South Merapi District, Lahat Regency Ellia Surista; Taufik Akhyar; Chairunnisah Putri Ayu Ningsih
International Journal of Health, Economics, and Social Sciences (IJHESS) (Special Issue) - International Journal of Health, Economics, and Social Sciences (IJHESS) April 202
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v8i2.11003

Abstract

This study aims to analyze the communication strategy of the village government in the empowerment of the coffee farmer community in Tanjung Beringin Village, South Merapi District, Lahat Regency, and identify communication obstacles faced in its implementation. This study uses a qualitative approach with a descriptive method. Data collection techniques were carried out through in-depth interviews with key informants, field observations, and documentation. The results of the study show that the village government implements various communication strategies, namely interpersonal communication (face-to-face), communication through the media (WhatsApp), participatory communication, extension communication (educational), plot demonstration (demonstration plot), and communication based on local culture. Of all these strategies, face-to-face communication is the most dominant and effective because it is able to adapt to the characteristics of the farming community. Meanwhile, the use of digital media serves as a support in the dissemination of information. Participatory communication strategies, counseling, and plot demonstrations have been proven to be able to increase farmers' understanding, skills, and trust in the innovations provided. However, in its implementation, there are still various communication barriers, such as obstacles in message delivery, physical obstacles, low community participation, resistance to change, and cultural and customary barriers. Therefore, a more adaptive, participatory, and in accordance with the socio-cultural conditions of the community is needed so that the empowerment process can run more optimally.
Co-Authors Chairunnisah Putri Ayu Ningsih Ellia Surista Gita Astrid Yuni Tiara Sari