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From Controversy to Credibility: The Crucial Role of Spokespersons in the Digital Age Butarbutar, Benny Siga
Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Vol. 10 No. 2 (2025): December 2025 - Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia
Publisher : Ikatan Sarjana Komunikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25008/jkiski.v10i2.1315

Abstract

One of the main challenges facing spokespersons in the digital era is the intensity of media and public spotlight and scrutiny in which any statement will be analyzed and criticized openly. The other equally important challenges are keeping message consistency in various digital platforms and ensuring harmony with the core values of the organization. Answering journalists is nothing more than a technical affair but requires tranquility, a holistic mind, and deep knowledge about the context of the surrounding situation. In transparency pressure, spokespersons are not easy because they must be able to keep a balance between information transparency and policy in maintaining the integrity of sensitive data. Digital platform transformation has decentralized information flow, strengthened public skepticism, and increased the risk of social conflict as a result of controversial speech or video. Additionally, it has brought about a serious implication on speech etiquette. In this context, the application of strategic communication becomes a crucial strategy in the digital age, requiring approaches that are not merely reactive but also systematically designed, adaptive to the emerging dynamics, measurable to achieve it, and constantly based on strong communication ethics. Moreover, strategic communication plays a significant role in strengthening institutional legitimacy and building enduring public trust in the long run. These research findings underscore the need to develop a collaborative, cross-functional, and cross-sectoral strategic communication ecosystem in order to improve the effectiveness of message delivery and the credibility of the institution in responding to communication challenges that demand speed, real-time, transparency, and social sensitivity.
Re-FLIGHT Model: ESG-Based Strategic Communication to Mitigate Layoffs Issues in the National Aviation Industry Scheffer-Sumampouw, Carly Stiana; Kontessa, Tarrence Karmelia; Butarbutar, Benny Siga; Arrianie, Lely
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i1.5319

Abstract

A global wave of layoffs has swept across industries such as technology (Google, Amazon, Meta, Microsoft), media (News Corp, BBC), manufacturing, automotive, banking, and higher education. The World Economic Forum (2025) projects that 41% of global companies—including those in aviation—plan workforce reductions within five years, driven by economic slowdown, geopolitical uncertainty, cost pressures, and AI adoption. The aviation sector has been severely affected: Boeing cut 17,000 jobs, Airbus 2,500, and airlines like Southwest and WestJet have also reduced staff. In Indonesia, Lion Air, AirAsia, and Garuda Indonesia collectively laid off thousands of workers between 2020–2021. Though mass layoffs have since slowed, rising costs and fragile finances signal renewed risks that could threaten public welfare and national stability. This study examines how ESG-based strategic communication can mitigate layoff risks in Indonesia’s aviation industry. It proposes the Re-FLIGHT Model—anchored on six pillars: Reskilling, Fair Labour, Innovation, Growth, Human-Centered, and Transition—as a framework for proactive, ethical, and sustainable communication. Integrating ESG principles into corporate and regulatory strategies, the model promotes inclusive dialogue, responsible leadership, and resilience, positioning ESG as a foundation for social transformation in the aviation sector. The World Economic Forum 2025 reports that 41% of global companies project workforce reductions within five years, including the aviation industry. This continuing wave of layoffs in 2025 is driven by global economic slowdown, uncertain geopolitics, corporate restructuring, operational cost pressures, and the implementation of new technologies (AI), which shift workforce demands. The aviation industry, both global and national, has also faced layoffs. Aircraft manufacturers like Boeing reduced 17,000 employees, while Airbus cut 2,500 from its defense and space division. Global airlines followed: Southwest Airlines (USA) laid off 1,750 staff in February 2025; WestJet (Canada) laid off 6,900 employees in 2022. In Indonesia, Lion Group laid off 2,600 employees in 2020; AirAsia laid off or furloughed 882 staff in 2020. Garuda Indonesia Group laid off 2,400 employees (including pilots) between January 2020 and November 2021. These layoffs are a lingering consequence of the COVID-19 pandemic, digital transformation, post-pandemic efficiency, and macroeconomic pressures. Though Indonesia has not experienced another mass layoff wave, signs of stress are evident in rising operational costs, unrecouped international routes, and airline financial vulnerabilities. The potential for further layoffs in Indonesia’s aviation industry poses significant risks to public and national interests. Layoffs here could have systemic impacts on public welfare and national stability. This study explores how ESG-based strategic communication can mitigate layoff risks in Indonesia’s aviation sector. It emphasizes planned crisis communication, multistakeholder dialogue, and human-centered public narratives to build institutional trust and resilience. Through six key pillars—Reskilling, Fair Labour, Innovation, Growth, Human-Centered, and Transition—the study analyzes how strategic communication, leadership, organizational narrative, and public governance can create a more inclusive and adaptive employment ecosystem. The Re-FLIGHT Model integrates ESG values into organizational communication strategies and introduces an innovative communication framework grounded in sustainability, social justice, and inclusive governance. It can be adopted by regulators and national airlines as an anticipatory, proactive, fair, strategic, and sustainable workforce crisis communication model—broadening ESG perspectives in aviation as a driver of meaningful social transformation.
Strategic Health Service Communication to Strengthen Competitive Advantages in BPJS Partner Clinics Novianty, Suci Marini; Ningsih, Diana Hestya; Butarbutar, Benny Siga
Jurnal InterAct Vol. 14 No. 1 (2025): Jurnal InterAct
Publisher : School of Communication - Atma Jaya Catholic University of Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/interact.v14i1.6515

Abstract

Penelitian ini mengkaji komunikasi layanan kesehatan sebagai alat strategis untuk memperkuat keunggulan kompetitif klinik mitra BPJS di Jakarta, Bogor, Depok, Tangerang, dan Bekasi (Jabodetabek). Penelitian berfokus pada komunikasi yang bertujuan mengubah perilaku kesehatan masyarakat. Penelitian ini secara khusus meneliti praktik komunikasi dalam layanan klinis, termasuk komunikasi antarindividu, organisasi, dan digital yang membentuk pengalaman pasien, serta mempengaruhi daya saing klinik. Metode penelitian menggunakan campuran secara kuantitatif dan kualitatif, dengan data dikumpulkan melalui survei kepada 200 klinik mitra BPJS, wawancara dengan pemimpin bidang komunikasi BPJS, dan umpan balik pasien. Temuan menunjukkan bahwa komunikasi layanan kesehatan yang efektif, ditandai dengan kejelasan, empati, responsif, dan penyampaian di berbagai platform media dapat secara langsung meningkatkan indikator keunggulan kompetitif: kepercayaan, kepuasan, dan loyalitas pasien. Namun, perlu juga melakukan integrasi interaksi tradisional antara penyedia layanan dan pasien dengan platform digital, terutama aplikasi seluler JKN, karena secara signifikan dapat meningkatkan aksesibilitas layanan, penanganan keluhan, konsultasi jarak jauh, dan kelangsungan untuk perawatan. Klinik dengan sistem komunikasi yang kuat menunjukkan tingkat kepuasan pasien yang tinggi, efisiensi operasional, dan kepatuhan terhadap standar regulasi BPJS. Studi ini juga mengidentifikasi beberapa faktor yang mempengaruhi pencapaian komunikasi layanan kesehatan yang efektif, termasuk kompetensi komunikasi staf, kesiapan digital, kualitas infrastruktur, dan karakteristik demografis pasien. Indikator pengukuran yang digunakan dalam penelitian ini meliputi kualitas komunikasi yang dirasakan, ketahanan pasien, skor loyalitas, dan posisi kompetitif klinik. Meskipun manfaatnya telah terbukti, tantangan tetap ada, seperti literasi digital yang terbatas di kalangan pasien lanjut usia dan gangguan teknis secara periodik. Secara keseluruhan, studi ini menyimpulkan bahwa memprioritaskan komunikasi layanan kesehatan dalam kerangka kerja manajemen strategis, serta memanfaatkan inovasi digital seperti aplikasi JKN, merupakan hal esensial bagi klinik BPJS untuk mempertahankan daya saing dalam lingkungan kesehatan yang semakin kompleks.