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All Journal MediaTor: Jurnal Komunikasi Jurnal Ilmu Komunikasi Jurnal Sosioteknologi Jurnal Kajian Komunikasi Jurnal Studi Komunikasi PRofesi Humas Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Jurnal Komunikasi Jurnal ASPIKOM Jurnal Pendidikan Sejarah dan Riset Sosial Humaniora (KAGANGA) Wacana: Jurnal Ilmiah Ilmu Komunikasi Kajian Jurnalisme Tourism Reserch Journal Abdimas Singkerru JOURNAL OF COMMUNITY ENGAGEMENT AND EMPOWERMENT Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Prosiding Konferensi Nasional PKM-CSR eProceedings of Management Community Service Seminar and Community Engagement (COSECANT) PIKAT Indonesian Journal of Digital Public Relations Mediator: Jurnal Komunikasi Jurnal Komunikasi Indonesia KALBISIANA Jurnal Sains, Bisnis dan Teknologi JP2N: Jurnal Pengembangan Dan Pengabdian Nusantara Journal of Communication, Business and Social Science (JCOBS)
Anisa Diniati
Universitas Telkom
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Medicine & Pharmacology Nursing Public Health Social Sciences Transportation Veterinary Other

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Strategi Social CRM Dalam Menangani Keluhan Pelanggan Pada Instagram Pos Indonesia Risma Cahyani; Anisa Diniati
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3109

Abstract

Every day, many customers submit complaints through the comment section on Pos Indonesia's main Instagram account (@posindonesia.ig). This study aims to understand how Pos Indonesia designs its Social CRM strategy to address customer complaints on the Instagram social media platform @posindonesia.ig. The theory employed in this research is the Social Media SOME model (Share, Optimize, Manage, Engage) developed by Luttrell (2018). A qualitative approach with descriptive research is utilized in this study. Data collection methods involve in-depth interviews, observation, and document analysis. The findings of this research reveal that the Social CRM Strategy implemented by Pos Indonesia's internal communication and contact center includes four main activities: (1) Share, where internal communication strives to reduce negative sentiment by paying attention to the content liked by followers, (2) Optimize, where internal communication focuses on educational content presented in a socializing format, (3) Manage, where internal communication monitors social media content to assess the level of impressions and sentiments from followers, and (4) Engage, where internal communication involves internal buzzers to provide positive comments with the hope that customers planning to express negative complaints will change their minds.
Pelatihan Pengelolaan Konten Media Sosial Pada UMKM sebagai Strategi Komunikasi Pemasaran Di Era Digital Diniati, Anisa; Sutarjo, Moch Armien Syifaa; Primasari, Intan
Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Vol. 4 No. 1 (2024): Januari 2024 - Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat
Publisher : Indonesian Scientific Journal

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59395/altifani.v4i1.516

Abstract

Peran media sosial dalam mempromosikan produk bagi kelompok usaha mikro kecil dan menengah (UMKM) sangat penting untuk diperhatikan. Fitur-fitur media sosial memudahkan informasi tersebar luas kepada calon konsumen, namun banyak pelaku UMKM yang belum mahir mengelolanya. Kendala utamanya adalah kurangnya pemahaman dalam merancang strategi komunikasi pemasaran melalui pengelolaan konten media sosial. Sebagai solusi, diperlukan pelatihan untuk meningkatkan pemahaman mengenai pengelolaan konten media sosial sebagai srategi pemasaran. Dalam mendukung hal ini, Dinas Koperasi, Usaha Kecil Menengah, Perdagangan dan Perindustrian Kabupaten Sumedang, PT Biofarma, dan dosen prodi S1 Hubungan Masyarat Telkom University berkolaborasi mengadakan pelatihan kepada 45 pelaku UMKM dengan metode pelatihan berupa teori dan praktik. Melalui kegiatan ini, 80,71% peserta sangat puas dan menghrapkan kegiatan keberlanjutan. Adapun para pelaku UMKM diharapkan dapat memilih strategi pemasaran yang tepat melalui optimalisasi fitur media sosial, dan mampu membuat konten yang dibutuhkan oleh target audiens, sehingga bisa mengatasi masalah komunikasi pemasaran dengan biaya yang terjangkau.
Perancangan Strategi Konten Pemasaran pada Media Sosial UMKM Kabupaten Sumedang Diniati, Anisa; Mukhlisiana, Lusy; Primasari, Intan
Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Vol. 4 No. 4 (2024): Juli 2024 - Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat
Publisher : Indonesian Scientific Journal

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59395/altifani.v4i4.555

Abstract

Media sosial memiliki peran penting dalam mempromosikan produk, khususnya bagi UMKM. Namun, banyak pelaku UMKM belum optimal memanfaatkannya karena kurangnya pemahaman dalam strategi konten pemasaran. Media sosial dapat membangun hubungan kuat antara brand dan pasar jika dimanfaatkan dengan baik. Konten harus dirancang dan disebarkan secara konsisten. Untuk mengatasi kendala ini, diperlukan pelatihan untuk meningkatkan kemampuan merancang strategi konten pemasaran di media sosial. Dinas Koperasi, Usaha Kecil, Menengah, Perdagangan, dan Perindustrian Kabupaten Sumedang bertanggung jawab meningkatkan kualitas sumber daya manusia UMKM. Tim Abdimas Universitas Telkom melaksanakan pelatihan strategi konten pemasaran untuk pelaku UMKM di Sumedang. Pelatihan ini bertujuan agar UMKM dapat merancang strategi konten yang tepat, mengoptimalkan fitur media sosial, dan mengatasi masalah pemasaran dengan biaya terjangkau. Diharapkan, media sosial menjadi bagian dari strategi terencana untuk meningkatkan kualitas UMKM di Indonesia.
LOKAKARYA LITERASI DIGITAL MARKETING & PENDAMPINGAN E-INDUSTRI UNTUK IKM UNGGULAN KAB. BANDUNG Kusmareza Adim, Adrio; Diniati, Anisa; Pramiyanti, Alila; Nuraeni, Reni; Putri, Idola Perdini; Rina, Nofha
Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat dan Corporate Social Responsibility (PKM-CSR) Vol 6 (2023): INOVASI PERGURUAN TINGGI & PERAN DUNIA INDUSTRI DALAM PENGUATAN EKOSISTEM DIGITAL & EK
Publisher : Asosiasi Sinergi Pengabdi dan Pemberdaya Indonesia (ASPPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37695/pkmcsr.v6i0.1964

Abstract

Lokakarya Literasi Digital Marketing & Pendampingan e-Industri untuk Industri Kecil Menengah (IKM) Unggulan di Kabupaten Bandung adalah inisiatif kolaboratif antara Universitas Telkom dan Dinas Perdagangan dan Industri Kabupaten Bandung. Tujuannya adalah memberdayakan IKM di Kabupaten Bandung dengan mengatasi tantangan terkait proses produksi konvensional, pemasaran manual, dan keterbatasan literasi digital. Di era kemajuan teknologi yang terus berlanjut dan untuk mengurangi kesenjangan sosial, transformasi digital menjadi hal yang penting untuk kelangsungan usaha. Sebagai hasil dari program ini, telah dicapai pencapaian yang signifikan, terutama dalam pelatihan pemasaran digital. Melalui implementasi program ini, diharapkan IKM dapat bergerak secara mandiri dan dapat menjalankan usaha mereka menggunakan teknologi digital. Program ini juga diharapkan dapat meningkatkan daya saing ekonomi regional dan memberikan dampak yang positif terhadap kesejahteraan masyarakat. Ke depan, terdapat rencana untuk memperluas cakupan inisiatif ini, sehingga lebih banyak IKM dapat mendapatkan manfaatnya. Dengan demikian, program ini bertujuan untuk memiliki dampak yang lebih luas dan mendalam pada lanskap IKM, mendorong pertumbuhan, inovasi, dan pemberdayaan ekonomi di wilayah tersebut.
Aktivitas Media Relations PT Angkasa Pura I dalam Mendukung Penyelenggaraan Presidensi G20 di Indonesia Diniati, Anisa; Suntari Devi, Ni Luh Putu Febriyanti
Jurnal Ilmu Komunikasi Vol 22, No 2 (2024): Agustus 2024
Publisher : Univeritas Pembangunan Nasional "Veteran" Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31315/jik.v22i2.8964

Abstract

PT Angkasa Pura I merupakan perusahaan BUMN yang terkategori mengimplementasikan aktivitas media relations dengan kinerja baik. Hal ini dibuktikan dari prestasi yang diraih sepanjang tahun 2022. Meski demikian, masih ditemukan publisitas bernada negatif terkait aktivitas media relations AP I dalam mendukung G20 di Indonesia yang akhirnya memunculkan sentimen negatif. Penelitian ini bertujuan untuk mengetahui aktivitas media relations AP I dalam mendukung Presidensi G20. Penelitian didukung dengan teori media relations dari Iriantara yang menyebutkan terdapat tiga tahapan media relations, yakni perencanaan, implementasi, dan evaluasi. Peneliti menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif. Teknik pengumpulan data dilakukan dengan cara observasi media online, studi pustaka dan dokumen, serta wawancara dengan Hidya Putri selaku informan kunci AP I, Iman S. Nurdin selaku informan ahli, I Gede Putu Astana dan M. Rayhan Hernadi selaku informan pendukung. Hasil penelitian menunjukkan bahwa AP I melakukan dua kegiatan media relations, yaitu mendistribusikan press release dan mengadakan media gathering. Untuk meningkatkan publisitas, AP I turut menggandeng Forum Wartawan BUMN. Dalam mengimplementasikan kegiatan ini, AP I melewati tiga tahapan, mulai dari tahap perencanaan, implementasi, dan evaluasi. Hasil evaluasi menunjukkan bahwa strategi komunikasi yang dijalankan sudah sesuai dengan strategi komunikasi yang dirancang pada tahap perencanaan, meskipun press release yang didistribusikan tergolong rendah. Substansi penelitian ini memberikan kontribusi rekomendasi berupa perlunya pemanfaatan berbagai bentuk kegiatan media relations secara lebih maksimal untuk menghasilkan frekuensi berita yang lebih variatif.
Strategic crisis communication: navigating digital complexity in aviation case study Anisa Diniati
Jurnal Studi Komunikasi Vol. 9 No. 1 (2025)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v9i1.9148

Abstract

Abstract The complexity of crisis communication in the digital era has increased alongside the rapid development of internet technology and social media. This situation has made companies more vulnerable to crises that can significantly impact their reputation and operations. Thus, this study seeks to answer the research question: how can a well-structured and planned issue management strategy help organisations anticipate and address crises in the digital era? This research employed a qualitative approach with an exploratory design to answer this question. In-depth interviews were conducted with senior corporate communication executives and crisis managers from high-reliability organisations (HROs). HROs were selected as the research subjects due to their high-risk operations, which demand highly structured and strategic risk and issue management systems. The findings indicate that proactive issue management strategies based on risk analysis are crucial in mitigating the impact of crises. Furthermore, the results emphasise the importance of integrating digital technologies into communication strategies to enhance the effectiveness of issues and crisis management. This study aims to provide practical recommendations for Public Relations practitioners and offer directions for further research on issue and crisis management in the digital era.
Digital Literacy Advocacy Reflection in Movie Poster “Missing” (2023) Diniati, Anisa; Salma, Aqida Nuril
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 24, No. 1 June 2025
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v24i1.4282

Abstract

Posters are an advertising medium, showcasing captivating images and incorporating information and symbols to capture the audience's attention. The study aims to analyze the semiotics of the 'Missing' (2023) movie posters and explore how these semiotic meanings relate to the needs of digital literacy advocacy. The focus of the study centers on the film poster for Missing (2023), specifically analyzing one of the three official IMDb advertisements for the movie. The study uses documentary analysis techniques grounded in Ferdinand De Saussure's theory of signification to interpret the semiotics of the posters. The 'Missing' (2023) poster illustrates various aspects of digitalization through its visual elements. The poster aims to captivate viewers and pique their interest in the film. The visual elements in the illustration category, highlighting digitalization, incorporate screenshots of devices and laptops. Additionally, the poster frequently highlights the second aspect of digital literacy advocacy, highlighting the development of interconnected skills and competencies essential for the digital era.
Content Pillar sebagai Strategi Pengelolaan Konten Instagram @finpaypromo Agustin, Fira; Diniati, Anisa
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 24, No. 1 June 2025
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v24i1.4274

Abstract

The increasingly developing digital era requires every company to be able to actively utilize social media in disseminating information about its products. PT Finnet Indonesia also uses social media to build awareness of its Finpay brand and disseminate information related to fintech products and industries.  The purpose of this study is to find out the strategy used by the Finpay social media team in managing Instagram @finpaypromo content. This research was analyzed using The Circular Model of SoMe by Lutrell (2022) and the supporting concept, namely Public Relations Strategy by Cutlip Center (2013). This study uses a qualitative approach with a descriptive type. The results of the study show that Instagram content management strategies @finpaypromo carried out by checking content performance, trend research, competitor analysis to find out potential content and in accordance with audience preferences. Finpay also has a content pillar that is useful as a guide in producing content, content plans, and posting timelines that are useful in the production process and content posting plans. In addition, Finpay is also developing an engagement strategy with the audience through content that focuses more on copy and call to action.
Pengaruh User Generated Content TikTok terhadap Brand Awareness Somethinc pada Generasi Z Siregar, Anggi Khairunnisa; Diniati, Anisa
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 24, No. 1 June 2025
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v24i1.3750

Abstract

The presence of User Generated Content (UGC) is currently a form of business communication development in the digital era. UGC is one of the communication strategies through social media, one of which is TikTok. The application of UGC has now been widely applied by companies in increasing brand awareness. This study aims to determine how much influence TikTok's social media user generated content has on Somethinc's brand awareness among Generation Z. This research tests two theories, namely user generated content, and brand awareness with eight research indicators. The method used in this research is a quantitative approach using SPSS version 25 software, with the sampling technique used is purposive sampling. The results of this study indicate that TikTok social media user generated content has a positive influence with a strong level of relationship on Somethinc brand awareness among Generation Z. User generated content contributes 48.3% to the brand awareness variable, and the remaining 51.7% is influenced by other factors not examined by the researcher.
Storytelling for Brand Awareness on Instagram: The Case of AGAVILab in the Biotechnology Sector Annahlka, Oriell; Diniati, Anisa
JURNAL KOMUNIKASI INDONESIA Vol. 14, No. 1
Publisher : UI Scholars Hub

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Brands, including AGAVILab, have implemented an Instagram content management strategy to address the challenges of building brand awareness, which is particularly important for startups not yet well-known to the public. Therefore, the company needs to enhance its efforts to create brand awareness, which is crucial for consumers when choosing products. As a startup that provides biotechnology research materials, AGAVILab is not yet well-known to the public. Therefore, the company needs to enhance its efforts to create brand awareness, which is crucial for consumers when choosing products. This research aims to describe how AGAVILab manages its Instagram content to build brand awareness using storytelling techniques. The study employs Regina Luttrell's Circular Model of SoMe for Social Communication to explain the content management process and Maylanny Christin's Triangle of Storytelling to illustrate the relationships among the key components in storytelling content. The research follows a descriptive qualitative approach conducted over nine months, from April to December 2023. The primary sources include social media monitoring of the @agavi.lab Instagram account, interviews, and literature reviews. The findings reveal that AGAVILab's content management strategy aims to increase brand awareness and public trust in its products. This strategy comprises four stages: analyzing the Instagram account, designing and producing content, maintaining audience engagement, and evaluating performance. AGAVILab seeks to establish a strong brand presence and foster engagement with its target audience through this approach. The study provides practical implications for startups in niche industries seeking to build digital brand visibility and offers a theoretical contribution by contextualizing social media storytelling as an effective communication strategy within the biotechnology sector.
Co-Authors Achmad Razif Zahira Adi Bayu Mahadian ADRIO KUSMAREZA ADIM Agustin, Fira Alila Pramiyanti Alvina, Shahnaz Rachma Annahlka, Oriell Asep Suryana Atwar Bajari Cassey Adela Tasliman Delliana, Santi Dudi Ardans Rachman Dyah Kusumawati Evi Cristiana Ghifari, Audi Hadi Purnama Hardianti, Deva Anggraeni Idola Perdini Putri Intan Primasari Khairunnisa Khairunnisa Klara Tania Setyawan Lestari, Martha Lubna Haya Lusy Mukhlisiana Martha Tri Lestari Melita Yosephine Mia Damayanti Moch Armien Syifaa Sutarjo Muhammad Fahreza Al Ghifari Muhammad Razan Abdurahman Ni Luh Putu Febriyanti Suntari Devi Nofha Rina Pratiwi, Soraya Ratna Purnama Alamsyah Purnama Alamsyah Putra, Skhavito Wicaksono Rachman, Dudi Ardans Raditya Pratama Putra Ratu Rania Razie Razak Reni Nuraeni, Reni Risma Cahyani Ristiana, Evi Rosada, Amreza Salma, Aqidah Nuril Saputro, Dio Herman Saputro, Dio Herman Sella Efrida Setyawan, Aldo Rio Shafa Fadhilah Hermawan Siregar, Anggi Khairunnisa Skhavito Wicaksono Putra Soraya Ratna Pratiwi Sri Dewi Setiawati Suntari Devi, Ni Luh Putu Febriyanti Syifaa, Moch. Armien Yuhada, Ira Sartika