<![CDATA[Water service disruptions require public relations personnel to coordinate uncertain technical information with customers’ immediate communication needs. This study examines how disruption information is verified, translated, approved, distributed, and revised at Perumda Tugu Tirta, Malang, Indonesia, during January–April 2026. Using an organizational ethnographic framework, the analysis draws on 11 supplied interview accounts spanning public relations, customer service, technical operations, digital communication, and organizational documentation. Reflexive thematic analysis and reconstruction of three reported disruption episodes identified five themes: maintaining information uncertainty, translating technical updates into customer-relevant messages, synchronizing internal and external communication, balancing accessibility with documentation, and incorporating customer feedback into recovery assessments. Findings revealed collaborative coordination alongside information gaps, inconsistent message versions, and differing interpretations of service restoration. The study proposes an iterative communication process integrating technical verification and customer feedback to improve disruption management. It contributes a process-oriented understanding of public relations coordination under operational uncertainty. However, findings remain limited to the supplied interview accounts, requiring further verification of source provenance and observational triangulation before claims of completed organizational ethnography can be established.]]>
