scholarly journals STRATEGI KOMUNIKASI KRISIS PUBLIC RELATIONS PT. LION MENTARI AIRLINES DALAM MERESPON KASUS KECELAKAAN PESAWAT LION AIR JT610

2019 ◽  
Vol 2 (2) ◽  
pp. 116-134
Author(s):  
Muhammad Thoyib Amali
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Qualitative Method ◽  
Communication Theory ◽  
Crisis Response ◽  
Press Release ◽  
Public Attention ◽  
Response Strategies ◽  
A Company ◽  
Descriptive Qualitative

AbstrakLion Air penerbangan JT610 yang beroperasi dari Jakarta ke Pangkal Pinang jatuh 13 menitsetelah lepas landas pada 29 Oktober 2018 lalu menewaskan seluruh penumpang dan awakpesawat yang berjumlah 189 orang. Kecelakaan ini menyebabkan krisis yang menjadi perhatianpublik terhadap maskapai penerbangan yang telah banyak dikeluhkan oleh pelanggan terkaitmanajemen pelayanan mereka. Menggunakan metode kualitatif deskriptif berdasarkanSituational Crisis Communication Theory (SCCT) dengan data yang dikumpulkan melaluidokumen berupa press release dan pemberitaan terkait kecelakaan tersebut, penelitian inimencoba mengidentifikasi dan mendeskripsikan bagaimana Public Relations PT. Lion MentariAirlines sebagai perusahaan yang mengoperasikan pesawat Lion Air menciptakan strategi untukmengelola dan menangani krisis tersebut. Hasil dari penelitian ini menunjukkan bahwa PublicRelations PT. Lion Mentari Airlines menggunakan gabungan strategi respon krisis primer antarastrategi pengurangan (diminish) dan strategi pembangunan kembali (rebuild). Selain itu merekajuga menggunakan strategi respon krisis sekunder berupa strategi memuji (ingratiation) danstrategi korban (victimage).Kata kunci: Komunikasi Krisis, Lion Air, Public Relations, Respon Krisis, SCCT. AbstractLion Air Flight JT610 that operated from Jakarta to Pangkal Pinang crashed 13 minutes aftertakeoff on 29 October 2018, killing all 189 people on board. This accident causing crisis thatdrawing public attention towards the airlines that has been complained a lot by their customersabout their services management. Using descriptive qualitative method based on SituationalCrisis Communication Theory (SCCT) on data that collected through press release and newsrelated to the accident, this research tries to identify and describe how Public RelationsDepartment of PT. Lion Mentari Airlines, a company that operates Lion Air airlines creatingstrategies to manage and handle the crisis. This study shows that Public Relations Departmentof PT. Lion Mentari Airlines uses a combination of primary crisis response strategies betweendiminish strategies and rebuild strategies. In addition, they also used secondary crisis responsestrategies in the form of ingratiation strategies and victimage strategies.Keywords: Crisis Communication, Crisis Response, Lion Air, Public Relations, SCCT.

Does public segmentation matter in crisis communication? The interplay between public segmentation and crisis response strategies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Taylor Jing Wen ◽  
Jo-Yun Li ◽  
Baobao Song
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Safety Issue ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Public Relations Practitioners ◽  
Response Strategies ◽  
Modest Contribution

PurposeThis study situates in the context of Chipotle's food safety issue and seeks to understand how their primary customers perceive their crisis response messages after learning of the outbreaks. The current study incorporates the framework of situational crisis communication theory (SCCT; Coombs, 2007) and public segmentation model (Rawlins, 2006) to understand the effectiveness of crisis response messages. It aims to examine the role of public segmentation in situational crisis communication and investigate the effects of three crisis response strategies according to SCCT on different public segments.Design/methodology/approachThe SCCT provides guidelines for understanding the effectiveness of different crisis response strategies. The current study showcases the importance of public segmentation in the SCCT model through the lens of stakeholder theory. A 3 (crisis response strategy: deny, diminish, rebuild) × 4 (public segment: advocate, dormant, adversarial, apathetic) factorial experiment was conducted.FindingsThe findings suggest that advocate public expressed more positive evaluation about the company when exposed to rebuild and deny strategies. Both dormant and adversarial stakeholders reported positive responses on rebuild and diminish strategies. However, no difference was found among apathetic public.Originality/valueThe researchers attempt to make a modest contribution in this direction by reporting results from an empirical experiment that examined the effects of crisis response strategies on different public segments. The findings suggest an effective message tailoring approach to target different public segments. Thus, the results of this study are expected to benefit relevant corporations and public relations practitioners.

Crisis Management, and Charismatic Leadership Communication as Antecedents to the Organizational Reputation

2021 ◽  
Vol 12 (3) ◽  
pp. 2948-2958
Author(s):  
Tariq Saeed Khalfan Barshoud Almarshoodi Et.al
Keyword(s):  
Attribution Theory ◽  
Crisis Communication ◽  
Communication Theory ◽  
Charismatic Leadership ◽  
Statistical Technique ◽  
Crisis Response ◽  
Leadership Communication ◽  
The Public ◽  
Response Strategies ◽  
Internal Stakeholders

The aim of this study is to measure employees’ perceptions of UAE police’s reputation. Even though these perceptions are formed in the public domain, this study focused on the public sector employees’ evaluation of the Commission’s reputation and credibility. This is solely because they work in it and will be directly affected by negative perceptions, as evident in most alternative media and blogs. Like many other organizations, employees and other internal stakeholders know the organization better than the outsiders, so measuring their perceptions is essential. This study attempts to reflect how UAE police, through its charismatic leadership communication and organizational credibility, earns the trust and confidence of its employees in times of crisis, which is further reflected in its reputation. The present study chooses the situational crisis communication theory to develop its theoretical framework. Originating in attribution theory, the SCCT has been widely used in crisis communication research to test the link between crisis situation and crisis response strategies. The study has employed the SEM-PLS is statistical technique for the analysis of the data. The findings of the study have provided support to the hypothesized results.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

Scansis as a unique crisis type: theoretical and practical implications

2019 ◽  
Vol 23 (1) ◽  
pp. 72-88 ◽  
Author(s):  
W. Timothy Coombs ◽  
Elina R. Tachkova
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corrective Action ◽  
Short Term ◽  
Content Type ◽  
Response Strategies ◽  
Crisis Type ◽  
Practical Implications

PurposeThe purpose of this paper, a set of two studies, is to elaborate on the concept of scansis and its effects upon crisis communication theory and practice. A scansis represents the intersection of a scandal and crisis, essentially when a crisis becomes a scandal. A new term was created due to the varied ways in which the term scandal is used and misused. The effects of scansis on crisis communication are examined through two studies. A scansis is unique because it creates moral outrage and is a function of a perception of injustice coupled with greed.Design/methodology/approachExperimental design is used in both studies to test for the effects of specific crisis response strategies used during a scansis. The crisis response strategies were manipulated to determine whether or not corrective action with moral recognition is more effective at helping organizations during a crisis than those crisis response strategies that do not contain a moral component.FindingsThe two studies found no short-term effect for crisis responses during scansis. This included no difference between corrective action with moral recognition and the other three response conditions for the short-term factors of organizational reputation, negative word-of-mouth intentions, purchase intentions and anger. However, Study 2 found that corrective action with moral recognition was perceived as the most empathetic response and created the lowest levels of moral outrage. The authors postulate that corrective action with moral recognition has a long-term effect after a scansis by creating a positive response that moves organizations away from being stigmatized.Research limitations/implicationsThe results raise questions about the current configuration of the intentional crisis cluster articulated in situational crisis communication theory (SCCT). When just consider assessments crisis responsibility, a scansis would be part of the preventable crisis cluster. However, the evaluation of justice and greed suggest a scansis may be a unique crisis type that does not fit within the intentional crisis cluster and the prescribed short-term effects of crisis response strategies recommend by SCCT. The scansis establishes a boundary condition for the limits of crisis response strategies on short-term effects such as reputation and purchase intention. These findings require us to rethink elements of current crisis communication theory.Practical implicationsThe lack of short-term benefits should not be an argument for abandoning accommodative crisis response strategies. Practitioners need to realize the limits of crisis response strategies for creating short-term benefits and think about the potential long-term benefits offered by crisis response strategies.Originality/valueScansis is a new concept for crisis communication and provides a link between the crisis communication and organizational stigma literatures. The two studies are the first attempts to empirically examine scansis and opens new avenues of thinking and research for crisis communication and organizational stigma researchers.

scholarly journals Glocalization in Intercultural Crisis Communication: Lessons From D&G’s Incident in China

2021 ◽  
Vol 13 (2) ◽  
pp. 27
Author(s):  
Xiaoya Wu ◽  
Huan Peng ◽  
Weichao Wang
Keyword(s):  
Intercultural Communication ◽  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Structured Interviews ◽  
University Professors ◽  
Sina Weibo ◽  
The Public ◽  
Response Strategies ◽  
Local Contexts

In intercultural crisis communication, the globally adopted framework SCCT (Situated Crisis Communication Theory) should be adapted to meet the local contexts. By collecting online posts concerning D&G’s crisis communication from major Chinese social platforms including Sina Weibo, Zhihu (408 posts), WeChat official account (23 posts) as well as Instagram, Facebook and YouTube (344 posts), and with 10 semi-structured interviews (3 university professors and 8 students of different majors) for triangulation, this study analyzes the online posts concerning D&G’s crisis response strategies in China. We find that the public regard denial strategy as being outdated, demonstrating superiority and lack of responsibility; victimage strategy reflecting arrogance and self-centered mindset; moreover, the apologies are analyzed in terms of the manner and content of apology. Effective intercultural communication presupposes equality, mutual respect and empathy; therefore, it is necessary to uphold a glocalization approach to crisis communication.

scholarly journals Swept to the Shores: An Analysis of Crisis Response Strategies by Canadian Political Leaders in the Aylan Kurdi Crisis

2021 ◽  
Author(s):  
Sara Siddiqi
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Response Strategy ◽  
Image Repair ◽  
Canadian Government ◽  
Response Strategies ◽  
And Performance ◽  
National Reputation ◽  
Image Repair Strategies

Motivation: This MRP explored Stephen Harper and Chris Alexander’s responses to the Aylan Kurdi crisis Canada faced in September 2015. Aylan Kurdi, a three-yearold boy, was found dead and photographed on the Turkish shore, close to where he drowned on September 2, 2015. Tima Kurdi, Aylan Kurdi’s aunt, told the media that the family had been trying to come to Canada through a G5 sponsorship agreement but had been denied entry by the Canadian government. Alexander and the Canadian government were criticized – and a crisis resulted. The crisis was particularly important as it came forward during the 2015 Canadian election, when the Conservative government’s refugee policies gained increasing attention. Arguably, this impacted professional image and reputation, as well as Canada’s national reputation. Purpose: The purpose of this MRP is to identify the types of image repair strategies Chris Alexander and Stephen Harper used to respond to the crisis in terms of both professional and national reputation. Methods: Two video responses were selected for examination; they were representative of Harper’s and Alexander’s initial responses to the Aylan Kurdi Crisis. The videos were chosen based on frequency of words such as: crisis, apologize, tragedy, failure, action, and blame. These words have come up frequently in the literature review conducted for this MRP. A content analysis was conducted for this MRP. Both videos were transcribed and coded to determine the types of crisis response strategies used by these leaders. The strategies examined are categorized into four types: denial, evasion of responsibility, reducing offensiveness, and mortification. Descriptors for each category (or sub-strategies under each category) included shifting the blame, defeasibility, bolstering, and apology. All 15 descriptors were drawn from the works of Coombs and Benoit (based on Image Repair Theory and Situational Crisis Communication Theory). To quantify percentages, the entire numbers of crisis responses were divided the number of times a particular crisis response strategy was used. Results: Results indicated that both Harper and Alexander used crisis response strategies of reducing offensiveness, denial, evasion of responsibility, and mortification. Both leaders mainly focused on reducing offensiveness in terms of transcendence, bolstering, corrective action, and performance history. Through an analysis of their responses, it was evident that both leaders addressed Canada’s national reputation. Conclusion: The findings of this MRP present a key area for further exploration in crisis communication: how nations use image repair strategies to restore a tarnished image.

scholarly journals Swept to the Shores: An Analysis of Crisis Response Strategies by Canadian Political Leaders in the Aylan Kurdi Crisis

2021 ◽  
Author(s):  
Sara Siddiqi
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Response Strategy ◽  
Image Repair ◽  
Canadian Government ◽  
Response Strategies ◽  
And Performance ◽  
National Reputation ◽  
Image Repair Strategies

Motivation: This MRP explored Stephen Harper and Chris Alexander’s responses to the Aylan Kurdi crisis Canada faced in September 2015. Aylan Kurdi, a three-yearold boy, was found dead and photographed on the Turkish shore, close to where he drowned on September 2, 2015. Tima Kurdi, Aylan Kurdi’s aunt, told the media that the family had been trying to come to Canada through a G5 sponsorship agreement but had been denied entry by the Canadian government. Alexander and the Canadian government were criticized – and a crisis resulted. The crisis was particularly important as it came forward during the 2015 Canadian election, when the Conservative government’s refugee policies gained increasing attention. Arguably, this impacted professional image and reputation, as well as Canada’s national reputation. Purpose: The purpose of this MRP is to identify the types of image repair strategies Chris Alexander and Stephen Harper used to respond to the crisis in terms of both professional and national reputation. Methods: Two video responses were selected for examination; they were representative of Harper’s and Alexander’s initial responses to the Aylan Kurdi Crisis. The videos were chosen based on frequency of words such as: crisis, apologize, tragedy, failure, action, and blame. These words have come up frequently in the literature review conducted for this MRP. A content analysis was conducted for this MRP. Both videos were transcribed and coded to determine the types of crisis response strategies used by these leaders. The strategies examined are categorized into four types: denial, evasion of responsibility, reducing offensiveness, and mortification. Descriptors for each category (or sub-strategies under each category) included shifting the blame, defeasibility, bolstering, and apology. All 15 descriptors were drawn from the works of Coombs and Benoit (based on Image Repair Theory and Situational Crisis Communication Theory). To quantify percentages, the entire numbers of crisis responses were divided the number of times a particular crisis response strategy was used. Results: Results indicated that both Harper and Alexander used crisis response strategies of reducing offensiveness, denial, evasion of responsibility, and mortification. Both leaders mainly focused on reducing offensiveness in terms of transcendence, bolstering, corrective action, and performance history. Through an analysis of their responses, it was evident that both leaders addressed Canada’s national reputation. Conclusion: The findings of this MRP present a key area for further exploration in crisis communication: how nations use image repair strategies to restore a tarnished image.

A webometric network analysis of electronic word of mouth (eWOM) characteristics and machine learning approach to consumer comments during a crisis

2020 ◽  
Author(s):  
Sejung Park ◽  
Han Woo Park
Keyword(s):  
Network Analysis ◽  
Customer Service ◽  
Crisis Communication ◽  
Word Of Mouth ◽  
Communication Theory ◽  
Semantic Network ◽  
Crisis Response ◽  
Electronic Word Of Mouth ◽  
Exponential Random Graph Models ◽  
Response Strategies

This study explores the effectiveness of crisis response strategies for public response and perception in the context of social media by examining a case about the Samsung Galaxy Note 7 product recall crisis. First, the study investigated the response strategies Samsung used on Facebook through the lens of situational crisis communication theory (SCCT). Next, we applied a webometric network analysis and exponential random graph models (ERGM) to analyze the relationship between the crisis response strategies and the dynamics of electronic word of mouth (eWOM) behaviors. Then, we performed topic modeling and semantic network analysis to examine the public perceptions of and responses to Samsung’s crisis communication strategies based on public comments. Samsung used silence, information, and rectification strategies. More participants and comments were generated and stronger ties were found in the eWOM networks for matched responses than for silence. Public responses and perceptions toward the silence and the late adoption of an information strategy were primarily negative and resulted in complaints about poor customer service, whereas positive responses –expressing brand royalty and forgiveness– increased via the rectification strategy. Methodological triangulation in this study offers evidence-based lessons on how to systemically monitor stakeholders’ reactions and manage consumer complaints in order to repair a corporation’s damaged reputation after a crisis.

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