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All Journal Habitat Jurnal The Messenger Jurnal Studi Komunikasi Jurnal Komunikasi Syntax Literate: Jurnal Ilmiah Indonesia SANGKEP: Jurnal Kajian Sosial Keagamaan Waskita: Jurnal Pendidikan Nilai dan Pembangunan Karakter AlphabetAlphabet: A Biannual Academic Journal on Language, Literary, and Cultural Studies Jurnal Abdi: Media Pengabdian Kepada Masyarakat Tuturlogi: Journal of Southeast Asian Communication Mediator: Jurnal Komunikasi Conference Proceedings International Conference on Education Innovation and Social Science
Oktaviani, Fitri Hariana
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Arts Humanities Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Beetween Trust and Crisis: SCCT in Local Indonesian Beauty Brands Response Overclaim Husniyah, Estri Khidmatul; Prasetyo, Bambang Dwi; Oktaviani, Fitri Hariana
Jurnal The Messenger Vol. 17 No. 3 (2025): September-December
Publisher : Universitas Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26623/themessenger.v17i3.12718

Abstract

Purpose: This study analyst the crisis communication strategies implemented by two major local Indonesian beauty brands, Azarine and The Originote, as both represent significant cases of overclaim crisis with a large digital audience base. The study primarily focuses on the application Situational Crisis Communication Theory (SCCT) to understand crisis communication responses chosen by each brand. Additionally, the study seeks to determine the effectiveness of this approach in maintaining public trust.   Methods: This study uses a descriptive quantitative approach with content analysis methods. Data was collected from official brand posts on Instagram and TikTok during the crisis period. Crisis communication strategies were classified based on the SCCT model. The coding process was carried out manually by two experts to ensure the accuracy of the categorization.   Findings: Azarine tends to minimize attribution of responsibility through a combination of denial, justification, compensation, and ingratiation. Meanwhile, The Originote emphasizes acknowledgment of mistakes and commitment to improvement through justification, compensation, ingratiation, and apology. The analysis results indicate that Azarine strategy is more effective in maintaining brand reputation stability and preserving public trust during the early stages of a crisis, while The Originote strategy has a greater impact on long-term image recovery through a more open and accommodating approach.   Originality: This study expands SCCT by applying to overclaim crises in the Indonesian beauty industry within the context of marketing communication. This context remains under-researched, and the study examines its implications for recovering public trust in digital environments.
Meningkatkan Keterampilan Komunikasi Efektif dan Pelayanan Prima Bagi Penyedia Layanan Kesehatan: Meningkatkan Keterampilan Komunikasi Efektif dan Pelayanan Prima Bagi Penyedia Layanan Kesehatan Azizun Kurnia Illahi; Swatikawara, Santi; Oktaviani, Fitri Hariana
Jurnal ABDI: Media Pengabdian Kepada Masyarakat Vol. 11 No. 2 (2026): JURNAL ABDI : Media Pengabdian Kepada masyarakat
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/abdi.v11i2.45923

Abstract

In the context of service, implementing effective communication has many advantages, especially when it is applied in the field of healthcare services. Healthcare providers will be able to deliver complete and easily understandable information, helping patients take the next necessary actions. When excellent service and the use of effective communication are successfully implemented, the healthcare center will indirectly build a positive image in the minds of the public. Effective communication itself is the process of successfully exchanging information between two or more parties, where the message delivered is clearly understood, accurate, and has the desired impact. It is also known that effective information transfer requires a strong foundation, which is communication skills. Good communication skills among healthcare providers are considered to have a positive effect on health outcomes and patient satisfaction. These skills are also essential tools for engaging in dialogue with patients to identify issues such as medication usage, treatment effects, or other interactions. Theoretically, the relationship between effective communication and excellent service is twofold, with each influencing the other. However, healthcare services often face challenges related to the provision of services and health information to patients. Therefore, this community service activity is conducted to provide understanding and training on enhancing effective communication skills and service excellence to healthcare workers at primary health centers who provide services to patients or accompany them.
Co-Authors Ade Wijaya, Duitarama Ananda Sabil Hussein Argyanti, Talitha Arifin, Imam Khoirul Astaningrum, Meita Dinar Azizun Kurnia Illahi Bambang Dwi Prasetyo Hattu, Neysa Feralda Husniyah, Estri Khidmatul Khadijah, Nur Sitti Laturrakhmi, Yun Fitrahyati Rachmat Kriyantono Reza Safitri Sari, Fadila Rahma Sinta Swastikawara Sujoko, Anang Swatikawara, Santi