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All Journal Sosfilkom : Jurnal Sosial, Filsafat dan Komunikasi
Ailsha Shabila
IPB University
Social Sciences

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SITUATIONAL CRISIS COMMUNICATION THEORY PADA HUMAS PT KAI DAOP 1 JAKARTA DALAM MENANGANI GANGGUAN OPERASIONAL Wianda Tika; David Rizar Nugroho; Salsabila Fathifalah; Ailsha Shabila; Muhammad Rizky Maulana
SOSFILKOM : Jurnal Sosial, Filsafat dan Komunikasi Vol. 19 No. 01 (2025): Volume 19 No 01 Januari-Juni 2025
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM) - Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jsfk.v19i01.7322

Abstract

Crisis is a condition that can threaten the operational sustainability and reputation of a company unexpectedly. This study aims to examine the crisis communication strategy implemented by the Public Relations of PT Kereta Api Indonesia (Persero) Daop 1 Jakarta in handling operational disruptions due to flooding that occurred in Semarang in January 2025. The research used a descriptive qualitative approach through in-depth interviews and literature study. The results showed that this crisis was classified as a victim cluster according to the Situational Crisis Communication Theory (SCCT) framework. This is because natural disasters occur outside the company's control. PT KAI implemented three main strategies, namely diminish to explain that the disruption was caused by external factors, rebuild by apologizing and compensating passengers, and bolstering to strengthen a positive image through responsive and empathetic communication. PT KAI also optimized communication channels such as social media, KAI Access application, and WhatsApp Blast to reduce public unrest. These findings show the importance of fast, transparent, and coordinated communication in maintaining public trust and strengthening relationships with stakeholders. The right crisis communication strategy not only reduces negative impacts, but also strengthens the organization's readiness to deal with similar crises in the future.
Co-Authors David Rizar Nugroho Muhammad Rizky Maulana Salsabila Fathifalah Wianda Tika