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All Journal PRofesi Humas Lontar : Jurnal Ilmu Komunikasi Wacana: Jurnal Ilmiah Ilmu Komunikasi Aplikasia: Jurnal Aplikasi Ilmu-Ilmu Agama Minda Baharu Ultimacomm: Jurnal Ilmu Komunikasi Communications Coverage: Journal of Strategic Communication Ekspresi dan Persepsi : Jurnal Ilmu Komunikasi Indonesian Journal for Social Responsibility Jurnal Al Azhar Indonesia Seri Ilmu Sosial Calathu: Jurnal Ilmu Komunikasi Prosiding Seminar Nasional Pemberdayaan Masyarakat (SENDAMAS)
Kussusanti
Universitas Al Azhar Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Social Sciences Other

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Dialogic Customer Communication on Instagram: Representing Relationships Building in Slow Bar Coffee Shops Kussusanti Kussusanti; Gayatri Atmadi; Nurul Robbi Sepang
LONTAR: Jurnal Ilmu Komunikasi Vol. 14 No. 1 (2026): Lontar : Jurnal Ilmu Komunikasi
Publisher : Program Studi Ilmu Komunikasi Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30656/lontar.v14i1.11777

Abstract

This study examines how dialogic customer communication is represented through Instagram content published by slow-bar coffee shops. Using qualitative content analysis, the study analyzes 100 Instagram posts uploaded by two prominent slow-bar coffee shops in Yogyakarta, Indonesia, namely @klinikkopi and @tadasih, between January 1, 2022, and September 30, 2024. The analysis identifies eight elements of dialogic customer communication: openness, empathy, supportiveness, positiveness, equality, trustworthiness, benevolence, and commitment. The findings reveal that commitment, benevolence, and positiveness are the most prominent elements represented in the Instagram narratives. Analysis of netizens’ comments further indicates that audiences positively interpret and appreciate these relational values. The findings suggest that Instagram functions not merely as a promotional platform but as a digital dialogic space through which emotional attachment and long-term customer relationships are cultivated. The study contributes to the development of dialogic customer communication by demonstrating the salience of commitment, benevolence, and positiveness in digital hospitality contexts. Furthermore, the findings suggest that benevolence, which has received limited attention in interpersonal communication literature, may serve as a complementary dimension to DeVito’s interpersonal communication framework. Practically, the study highlights the importance of communicating relational values through digital platforms to strengthen customer relationships and foster loyalty.
Komunikasi Empatik untuk Literasi Inklusif: Peningkatan Emotional Intelligence dan Teamwork Relawan Gerakan Suka Baca di Depok Safira Hasna; Ruvira Arindita; Kussusanti; Wildan Faisol; Fayyaza Febriyanti; Angie Amalia
Aplikasia: Jurnal Aplikasi Ilmu-ilmu Agama Vol. 26 No. 1 (2026)
Publisher : UIN Sunan Kalijaga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14421/zfm76742

Abstract

Abstract - The low capacity for empathic communication and teamwork among volunteers of the Gerakan Suka Baca (GSB) Community in Depok has hindered the effectiveness of literacy mentoring for marginalized children. This community service activity aimed to enhance the emotional intelligence and teamwork skills of 20 GSB volunteers at Sekolah Master Depok. The program was implemented through interactive training grounded in Participatory Action Research (PAR) and experiential learning, employing methods including lectures, discussions, simulations, and field mentoring involving 20 volunteers. Evaluation was conducted through pre-test and post-test assessments. The results demonstrated significant improvements across all volunteer competency indicators: self-awareness increased from 38.1% to 87.6%, empathy from 57.1% to 91.4%, and team collaboration from 66.7% to 93.3%. Qualitatively, behavioral changes were observed among volunteers, reflecting more empathic, collaborative, and reflective communication practices in accompanying marginalized children. This program contributed to strengthening the internal capacity of other literacy communities. Program sustainability is ensured through the establishment of an internal volunteer trainer team (trainer of trainers) and the integration of an empathic communication module into the GSB new volunteer orientation curriculum.   Keyword: Communication, Empathic, Emotion, Collaboration, Volunteers.   Abstrak - Rendahnya kemampuan komunikasi empatik dan kerja sama tim relawan Komunitas Gerakan Suka Baca (GSB) di Depok menghambat efektivitas pendampingan literasi bagi anak-anak marjinal. Kegiatan pemberdayaan masyarakat ini bertujuan meningkatkan kecerdasan emosional dan kerja sama tim 20 relawan GSB di Sekolah Master Depok. Program dilaksanakan melalui pelatihan interaktif berbasis Participatory Action Research (PAR) dan experiential learning dengan metode ceramah, diskusi, simulasi, dan pendampingan di lapangan terhadap 20 relawan. Evaluasi dilakukan melalui pre-test dan post-test. Hasil kegiatan menunjukkan peningkatan signifikan pada seluruh indikator kemampuan relawan: self-awareness meningkat dari 38,1% menjadi 87,6%, empathy dari 57,1% menjadi 91,4% serta team collaboration dari 66,7% menjadi 93,3%. Secara kualitatif, terjadi perubahan perilaku relawan menuju komunikasi yang lebih empatik, kolaboratif, dan reflektif dalam mendampingi anak-anak marjinal. Program ini berkontribusi pada penguatan kapasitas internal komunitas literasi lainnya. Keberlanjutan program dijamin melalui pembentukan tim pelatih internal relawan (trainer of trainers) dan integrasi modul komunikasi empatik ke dalam kurikulum orientasi relawan baru GSB.   Kata kunci: Komunikasi, Empati, Emosi, Kolaborasi, Relawan.
Pengaruh Kampanye Public Relatiosn “Waste Down Beaty Up” Terhadap Kesetiaan Pelanggan Sociolla dengan Mediasi Corporate Image Giva Hamidah; Kussusanti
Communications Vol. 6 No. 1 (2024): COMMUNICATIONS
Publisher : Prodi S1 Ilmu Komunikasi, Fakultas Ilmu Sosial dan Hukum, Universitas Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/communications.6.1.4

Abstract

Terbentuknya kebiasaan belanja berlebih atau over buying akibat meningikuti trend kecantikan berdampak buruk bagi lingkungan, karena meningkatknya limbah sampah kemasan produk kecantikan. Menurut data Waste4Change mencapai 6.8 juta ton sampah yang berasal dari industri kecantikan. Berdasarkan hal tersebut, Sociolla berinisiatif melakukan kampanye program waste down beauty up upaya membantu mengurangi limbah industri kecantikan. Dengan merubah kemasan bubble wrap guna mengurangi penggunaan plastik perusahaan mencapai 250 ribu meter kubik per tahunnya serta Sociolla mengajak untuk menerapkan bijak berbelanja produk kecantikan. Maka dari itu penelitian ini bertujuan untuk melihat bagaimana pengaruh program waste down beauty up terhadap kesetiaan pelanggan dengan mediasi corporate image. Paradigma yang digunakan dalam penelitian ini adalah paradigma positivis. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh antara kampanye public relations terhadap kesetiaan pelanggan Sociolla melalui mediasi corporate image. Melalui kampanye public relations “waste down beauty up” mampu memberikan pandangan yang positif terhadap Sociolla. Hal ini dilihat dari dimensi tertinggi yaitu terdapat pada isi pesan kampanye. Dimana Sociolla memberikan pemahaman untuk peduli lingkungan kepada pelanggan sehingga dapat dikatakan kampanye memberikan pandangan yang baik terhadap Sociolla dan menjadikan adanya kesetiaan pelanggan untuk tetap menggunakan marketplace Sociolla dikemudian harinya.
Media Framing Strategy by Public Relations Consultants for Ultra Micro Holding Saptono Ariyanto; Kussusanti Kussusanti
ULTIMA Comm Vol 18 No 1 (2026): ULTIMACOMM
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31937/ultimacomm.v18i1.4818

Abstract

This study examines the media framing strategies employed by public relations consultants during the formation of Indonesia’s Ultra Micro State-Owned Enterprises (SOEs) Holding. Focusing on IGICO Public Affairs Advisory, the consultancy engaged by PT Bank Rakyat Indonesia (Persero) Tbk, PT Pegadaian, and PT Permodalan Nasional Madani (PNM), the study adopts a constructivist paradigm and a qualitative case study approach. Data were obtained through in-depth interviews with three consultants and document analysis, and analyzed using the Miles, Huberman, and Saldaña interactive model. Drawing on Goffman’s framing theory and the 7C’s Model, the findings indicate that media framing originated from a pre-framing stage involving audience research, issue mapping, risk identification, and narrative design. The strategy was implemented through seven interrelated communication elements and operated within a competitive communication arena characterized by competing narratives surrounding the holding. Based on these findings, the study proposes the Strategic Narrative Construction Model in Organizational Transformation, consisting of organizational issues, pre-framing, narrative construction, competitive communication arena, integrated 7C’s execution, and relational and reputational outcomes. The model highlights strategic narrative construction as a key mechanism for building public legitimacy during large-scale organizational transformation.
Co-Authors Angie Amalia Arindita, Ruvira Atmadi, Gayatri Deviacita, Qisty Amanda Diva Khautsar Dipraja Fayyaza Febriyanti Gayatri Atmadi Giva Hamidah Imsar Gunawan Manik Sunuantari Nur Ayu, Meta Nursalsa Arifah Nurul Robbi Sepang Ruvira Arindita Ruvira Arindita Safira Hasna Safira Hasna Saptono Ariyanto Sepang, Nurul Robbi Soraya Soraya Sumanda, Safira Putri Valentina, Novia Wildan Faisol