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p-Index From 2021 - 2026
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All Journal Jurnal Genesis Indonesia CITACONOMIA : Economic and Business Studies
Pramudya Ibnu Subrata
Universitas Slamet Riyadi
Humanities Computer Science & IT Economics, Econometrics & Finance Education Engineering Social Sciences

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Digital Crisis Communication in Telkomsel Network Disruption 2026: Conceptual Framework to Restore and Reputation Arya rizky putranto; Aulia Pitaloka Sri Prasetyo; Akbar Nurfiriyan; Pramudya Ibnu Subrata
CITACONOMIA : Economic and Business Studies Vol. 5 No. 01 (2026): Januari-Maret
Publisher : CITACONOMIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/citaconomia.v5i01.3070

Abstract

This study proposes a conceptual framework to analyze digital crisis communication strategies during large-scale telecommunications service outages, using the 2026 Telkomsel network disruption as an empirical illustration. As societal dependence on digital connectivity intensifies, network failures represent significant organizational crises that threaten corporate reputation and stakeholder trust. By synthesizing Situational Crisis Communication Theory (SCCT) and the Social-Mediated Crisis Communication (SMCC) model, this research identifies the causal mechanisms between crisis response strategies, digital communication, and transparency. In the proposed model, crisis response strategy serves as the independent variable, while digital communication acts as a mediating mechanism that shapes how stakeholders interpret organizational messages. Transparency is positioned as a critical moderating factor that reinforces the relationship between response strategies and stakeholder trust, which ultimately determines long-term corporate reputation. The study develops five propositions suggesting that proactive, transparent, and digitally mediated responses are essential for mitigating reputational damage in a high-velocity digital ecosystem. While providing a strategic roadmap for public relations practitioners in the telecommunications sector, this research also calls for future empirical validation through quantitative and comparative studies to test the robustness of the conceptual links across different industrial and cultural contexts.
Community Relations Strategy at PT Tirta Investama (Danone-Aqua) in Building a Social License to Operate through a Community Empowerment-Based Agroforestry Program Vira Indah Nugraini; Maylina Cahyaningtyas; Pramudya Ibnu Subrata
Jurnal Genesis Indonesia Vol. 5 No. 01 (2026): Jurnal Genesis Indonesia
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.jgi.002143

Abstract

This study develops a conceptual framework explaining how community relations strategies contribute to building a social license to operate (SLO) through an agroforestry-based community empowerment program implemented by PT Tirta Investama (Danone-Aqua). The rapid growth of Indonesia’s bottled water industry has raised concerns regarding environmental impacts and unequal access to water resources. Consequently, companies in natural resource-based sectors must not only comply with formal regulations but also secure social acceptance from local communities. This study adopts a conceptual approach using a systematic literature review, integrating perspectives from public relations (PR), stakeholder theory, legitimacy theory, and SLO. Data were collected from scientific journals, academic books, institutional reports, and company documents related to community relations and sustainability practices. The analysis employs concept mapping and theoretical synthesis to examine relationships among community engagement, dialogic communication, trust building, social legitimacy, and public acceptance. The findings indicate that community relations strategies emphasizing two-way communication, transparency, and active participation enhance community involvement, strengthen trust, and foster social legitimacy. Agroforestry-based empowerment programs function as collaborative mechanisms that generate shared value for both companies and communities. Thus, community relations serve not only as a communication strategy for reputation building but also as a critical mechanism for obtaining and sustaining SLO, ultimately supporting long-term operational sustainability.
Co-Authors Akbar Nurfiriyan Arya rizky putranto Aulia Pitaloka Sri Prasetyo Maylina Cahyaningtyas Vira Indah Nugraini