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All Journal JURNAL SIMBOLIKA: Research and Learning in Communication Study Warta Ikatan Sarjana Komunikasi Indonesia Indonesian Journal for Social Responsibility Community Development Journal: Jurnal Pengabdian Masyarakat JURNAL RECTUM: Tinjauan Yuridis Penanganan Tindak Pidana Jurnal Visi Komunikasi ASPIRATION Journal Jurnal Abdi Masyarakat Multidisiplin Marcommers : Jurnal Marketing Communication and Advertising
Sri Hesti
Universitas Dian Nusantara
Agriculture, Biological Sciences & Forestry Humanities Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Public Health Social Sciences

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CRISIS COMMUNICATION THROUGH GOVERNMENT SOCIAL MEDIA (@BTN_GN_RINJANI) IN HANDLING THE BRAZILIAN TOURIST ACCIDENT ON MOUNT RINJANI Nurjanah, Anna; Hesti, Sri; Aliagan, Isiaka Zubair
ASPIRATION Journal Vol. 6 No. 2 (2025): November Edition of ASPIRATION Journal
Publisher : ASPIKOM Jabodetabek Region

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56353/aspiration.v6i2.114

Abstract

This study examines the role of Instagram in governmental crisis communication following the accident involving a Brazilian tourist at Mount Rinjani National Park, Indonesia. Using a qualitative content analysis approach, the research analyzes ten Instagram posts published by the official account @btn_gn_rinjani between June 22 and June 27, 2025. The study integrates Entman’s framing theory and Situational Crisis Communication Theory (SCCT) to assess how crisis narratives, responsibility attribution, and institutional credibility were constructed in a digital environment. The findings reveal a consistent communication pattern characterized by timely informational updates, solution-oriented framing, and empathetic messaging. From a framing perspective, the posts predominantly emphasized problem definition and suggested remedies, while minimizing moral judgment to maintain a neutral institutional stance. Within the SCCT framework, the crisis was positioned within the unintentional (victim) cluster, utilizing a combination of diminish (excuse/justification) and rebuild strategies to mitigate accountability. Additionally, the study highlights the strategic use of inter-agency collaborative content and hashtags as symbolic framing devices that reinforced institutional legitimacy and collective identity. The findings demonstrate that Instagram functioned as a multi-dimensional space for legitimization, emotional management, and reputational protection. This research contributes to the literature on digital crisis communication in tourism by providing empirical evidence from a conservation-based destination involving international stakeholders, concluding that institutionalized digital literacy is a fundamental capability for crisis governance in high-risk environments.
Co-Authors Aliagan, Isiaka Zubair Anna Nurjanah Diah Wardhani Hidayat, Mochamad Taufiq Indah Fajar Rosalina Mansur, Suraya Muhammad, Tri Satria Nasikhul Amin Al Hafidzi Nindyta Aisyah Dwityas Ningsih, Suswinda Novida Irawan Nurhayati, Kristina Nurhikmah Nurhikmah Nurjanah, Anna Nuwrun Thasimmim, Said Poetry, Salfhaoctha Friemay Aliefia Proborini, Anastasia Lintang Rafi’i Rizki Briandana Rustono - Santi, May Rizdiana Ummy Hanifah Wandira Rimayanti Wardhani, Diah Yulia Hidayati