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Qoryna Noer Seyma El Farabi
Universitas Negeri Jakarta
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Crisis-handling patterns: A multi-case study in Indonesia Indah Fajar Rosalina; Wina Puspita Sari; Muria Putriana; Qoryna Noer Seyma El Farabi; Asep Soegiarto; Ghina Balqis Salsabil; Rivanda Kamil Akhsan
Priviet Social Sciences Journal Vol. 5 No. 11 (2025): November 2025
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v5i11.976

Abstract

This study examines crisis communication patterns in cross-sector organizations in Indonesia through case studies of GenFM, PT KAI Commuter, and KitaBisa. GenFM faced a reputational crisis following an on-air joke by a radio host that violated broadcasting ethics, KAI Commuter experienced a security breach of its Multi-Trip Card system that caused financial and reputational damage, and KitaBisa dealt with public allegations of non-transparent donation management. Using a descriptive qualitative approach and guided by Situational Crisis Communication Theory (SCCT), this research analyzes the types of crises, public attribution of responsibility, and communication strategies employed by each organization. Data were collected through in-depth interviews, observations, and secondary document analysis. The findings show that the three organizations adopted distinct communication patterns: KitaBisa emphasized transparency and empathy to restore trust; GenFM prioritized swift clarification and professionalism; and KAI Commuter implemented systematic, collaborative, and technically driven responses. All three rely heavily on digital platforms as primary communication channels. The study highlights that the effectiveness of crisis communication is determined by the alignment between strategies and the nature of the crisis, as well as the organization’s openness to addressing public concerns.
Co-Authors Abdul Kholik Adi Budi Satrio Ainy Sucianti Marundha Aisha Andari Rahmiputri Anggun Nadia Fatimah Asep Soegiarto Bella Amalia Galuh Sukma Dwijayanti Ghina Balqis Salsabil Indah Fajar Rosalina Kayla Sulendra Kusumah Menati Fajar Rizki Mentari Anugrah Imsa Mitra Mustaricha Mitra Mustaricha Muhammad Ardi Himawan Muhammad Faishal Alghoniyyu Muhammad Vahlevi Rizal Muhammad Vahlevi Rizal Muria Putriana Muria Putriana Muthia Salma Nadiah Nur Fatina Najwa Aulia Khansa Putri Wulansari Rivanda Kamil Akhsan Safira Hasna Salma, Muthia Sandy Allifiansyah Sandy Allifiansyah Soegiarto, Asep Wina Puspita Sari Zacky Sazari Putra Zacky Sazari Putra