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All Journal Jurnal Ilmiah Teknik Informatika dan Komunikasi Konsensus: Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi
Nofalia Juliana Sari
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Computer Science & IT Electrical & Electronics Engineering Social Sciences

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Peran Komunikasi Internal dalam Corporate Communication untuk Meningkatkan Employee Engagement Ersa Rahmanda; Flarines Yena Feranza; Nofalia Juliana Sari; Sekar Tijani Putri; 5Riska Ferdiana
Konsensus : Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi Vol. 2 No. 1 (2025): Februari : KONSENSUS : Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/konsensus.v2i1.620

Abstract

This study examines the important role of internal communication in enhancing employee engagement within the context of corporate communication. Effective internal communication is crucial for fostering a positive organizational culture, ensuring smooth operations, and building trust between management and employees. Using the Two-Way Symmetrical Model by Grunig and Hunt, this paper emphasizes the importance of reciprocal communication in creating open, transparent, and inclusive communication channels that encourage engagement and collaboration. The study employs a qualitative approach with a descriptive method, relying on literature analysis. The findings indicate that organizations face significant challenges in managing communication across generations in the workforce. Differences in communication preferences, generational values, and technological barriers are factors that impact the effectiveness of internal communication. To address these challenges, appropriate communication strategies need to be implemented. This study proposes several strategies, such as multichannel communication, digital literacy training, message customization, and participative leadership. These strategies can enhance employee engagement, strengthen internal communication, and contribute to the long-term success of the organization.
Strategi Komunikasi dalam Penanganan Keluhan Pelanggan pada Industri Keramik: Studi Kasus di PT Primarindo Argatile Nofalia Juliana Sari; Eka Susilawati; Fithrotul Kamilah; Noerma Kurnia Fajarwati; Arfian Suryasuciramdhan
Jurnal Ilmiah Teknik Informatika dan Komunikasi Vol. 5 No. 3 (2025): November: Jurnal Ilmiah Teknik Informatika dan Komunikasi 
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/juitik.v5i3.1591

Abstract

Handling customer complaints is a crucial aspect of maintaining loyalty, especially in manufacturing industries such as ceramics. PT Primarindo Argatile faces various complaints from agents, particularly regarding product defects and delivery issues. This study aims to examine the communication strategies implemented by the company in addressing complaints and to identify the challenges encountered in the process. The research uses a qualitative method with a case study approach, collecting data through in-depth interviews and documentation of customer complaints over the past six months. The results show that the company’s communication strategy has been systematically designed, emphasizing openness, empathy, and professionalism. The company implements a standard operating procedure (SOP) for handling complaints, utilizes multiple communication channels (telephone, WhatsApp, email, and social media), and conducts regular evaluations to improve services. Within the CRM framework, this communication strategy includes the role of marketing staff in building relationships (people), the application of SOPs and follow-up procedures (process), and the use of digital technology (technology). Nevertheless, several obstacles remain, including differences in understanding due to technical terminology, emotional challenges when customers are upset, time constraints caused by internal procedures, customer dissatisfaction despite provided solutions, and inconsistent responses among staff.
Co-Authors 5Riska Ferdiana Arfian Suryasuciramdhan Eka Susilawati Ersa Rahmanda Fajarwati, Noerma Kurnia Fithrotul Kamilah Flarines Yena Feranza Sekar Tijani Putri