RT Journal Article
A1 Indah Fajar Rosalina
A1 Wina Puspita  Sari
A1 Muria  Putriana
A1 Qoryna Noer Seyma  El Farabi
A1 Asep  Soegiarto
A1 Ghina Balqis  Salsabil
A1 Rivanda Kamil  Akhsan
T1 Crisis-handling patterns: A multi-case study in Indonesia
JF Priviet Social Sciences Journal
YR 2025
VO 5
IS 11
SP 412-426
DO 10.55942/pssj.v5i11.976
AB This study examines crisis communication patterns in cross-sector organizations in Indonesia through case studies of GenFM, PT KAI Commuter, and KitaBisa. GenFM faced a reputational crisis following an on-air joke by a radio host that violated broadcasting ethics, KAI Commuter experienced a security breach of its Multi-Trip Card system that caused financial and reputational damage, and KitaBisa dealt with public allegations of non-transparent donation management. Using a descriptive qualitative approach and guided by Situational Crisis Communication Theory (SCCT), this research analyzes the types of crises, public attribution of responsibility, and communication strategies employed by each organization. Data were collected through in-depth interviews, observations, and secondary document analysis. The findings show that the three organizations adopted distinct communication patterns: KitaBisa emphasized transparency and empathy to restore trust; GenFM prioritized swift clarification and professionalism; and KAI Commuter implemented systematic, collaborative, and technically driven responses. All three rely heavily on digital platforms as primary communication channels. The study highlights that the effectiveness of crisis communication is determined by the alignment between strategies and the nature of the crisis, as well as the organization’s openness to addressing public concerns.
K1 crisis communication, communication patterns, crisis management, cross-sector, organizations
LK https://journal.privietlab.org/index.php/PSSJ/article/view/976
ER