Communicating to Tourists During and Post-Covid-19: What Do They Want (Need) to Hear?

Swiss tourism relies heavily on international clientele to book rooms and purchase goods and services. However, from March to June 2020, due to the COVID-19 pandemic, travel and subsequent bookings slowed and, in some cases, stopped altogether. Based predominantly on Situational Crisis Communication Theory (SCCT), this paper investigates Swiss hotels’ messages on their official Facebook pages and the SCCT strategies they employed during this crisis. The findings from 48 independent four- and five-star hotels show that the Victimage strategy was the most often employed when communicating about the COVID-19 pandemic in general. Further, most hotels published positive messages during this period (68%) and strongly emphasized their roles as victims at this time. Only 5% of the messages posted were negative messages. Hotels ‘blamed’ the government and the sanitary measures for their closing or reduced services. The findings presented here contribute to the literature by offering a pattern of crisis responses from Swiss hotels in the early period of the pandemic. These results are currently being updated with the messages communicated in the 12 months since the beginning of this study. The findings of this crisis communication during an early stage of the pandemic will be used to make concrete recommendations for the strategies that should be implemented in the future if the COVID-19 crisis continues or when faced with other crises.

Komunikasi Krisis Eiger dan Tantangan Perbaikan Reputasi di Era Digital

Surat Keberatan yang dibuat oleh Eiger justru menjadi sebuah boomerang ketika surat tersebut diunggah oleh seorang Youtuber melalui akun Twitternya @duniadian hingga menjadi trending topic yang kemudian memicu reaksi doxing yang dilontarkan oleh warganet dan memunculkan sebuah krisis bagi Eiger yang merupakan sebuah produsen brand ternama yang sebelumnya mempunyai reputasi yang baik. Dengan menggunakan metode kualitatif deskriptif, penelitian ini mencoba untuk mengidentifikasi dan menjelaskan bagaimana Public Relations dari Eiger menangani krisis tersebut dengan menggunakan strategi tanggap krisis dalam konsep Situational Crisis Communication Theory dan mencoba mengembalikan reputasi baiknya dengan menggunakan konsep Image Repair Theory.

COMMUNICATION CRISIS IN THE NEW MEDIA ERA DURINGTHE PANDEMIC-19 IN INDONESIA

This study discusses the communication crisis during the Covid-19 pandemic, a study of the scope of the spread of Covid-19 through the air. This study uses the theory of SSCT (situational crisis communication theory) by Choombs, 2007. The method used in this study is descriptive qualitative. The crisis that occurred at WHO could result in a loss of public trust in WHO as a trusted source of world health information, WHO proved wrong. Based on the understanding of crisis communication, the crisis of discrepancies in information conveyed by WHO regarding the spread of the corona virus through the air is an information crisis that occurs due to human error, where WHO is considered negligent in reviewing any information before it is conveyed to the public. Based on research, that society in general lacks peoples self-confidence so that they often get information through new media that they receive without finding out the truth, so that people only think about living during the covid-19 pandemic.

Global fashion retailers’ responses to external and internal crises during the COVID-19 pandemic

During the COVID-19 pandemic crisis, the media reported different kinds of issues that global fashion retailers face. They had to unexpectedly dismiss garment workers and employees internally, while they had to perform CSR practices for their suffering communities externally. The purpose of this study is to investigate how global fashion retailers responded to these external and internal crises during the pandemic through a case study. Based on corporate social responsibility (CSR) contribution types and the Situational Crisis Communication Theory (SCCT), various secondary sources which are related to three selected global fashion retailers’ (Zara, H&M, and Uniqlo) responses to external and internal crises during the pandemic are analyzed. The findings indicate that global fashion retailers showed some different approaches in their responses to external and internal crises during the pandemic. Externally, all of them practiced CSR by providing monetary and in-kind contributions to the society. However, toward the internal issues related to their factory workers and employees, some of them denied or diminished the problems that had been raised, while all of them attempted to make a deal with the parties who had been affected. The results of this study propose an agenda to discuss global fashion retailers’ responsibilities during the pandemic, as well as to inform fashion retailers of how leading retailers have responded to the crises.

Strategi Komunikasi Krisis Pengelola Desa Wisata Dam Jati Dalam Menghadapi Pandemi Covid-19

Dampak destruktif dari pandemi covid-19 telah menyentuh berbagai sektor kehidupan manusia, salah satunya adalah sektor pariwisata. Hal inilah yang juga dialami oleh pengelola Wisata Dam Jati yang terletak di desa Goranggareng, Nguntoronadi, Kabupaten Magetan. Krisis yang diakibatkan pandemi covid-19 berpotensi besar berdampak pada krisis fiannasia yang akan berimplikasi juga pad akesejahteraan masyarakat skeitar. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data yang menitikberatkan pada wawancara mendalam, observasi dan studi literasi. Penelitian ini menitikberatkan pada strategi komunikasi krisis yang dilakukan pengelola Wisata Dam Jati dalam menghadapi pandemi covid-19 dengan pendekatan Situational Crisis Communication Theory (SCCT). Hasil penelitian menunjukkan bahwa dalam menyikpai krisis, pengelola tempat Wisata Dam Jati melakukan pendekatan SCCT yang diawali dengan pemetaan terhadap jenis krisis, penyusunan strategi melalui justification dan compensation hingga pada soliditas pengelolaan internal organisasi. Melalui penelusuran terhadap ketiganya pengelola Wisata Dam Jati berhasil menuai hasil positif. Ini terlihat dari adanya kenaikan jumlah pengunjung dalam rentang waktu tertentu. Kenaikan itu juga yang berimplikasi pada pendapatan finansial organisasi. Dengan adanya pendapatan finansial, pengelola Wisata Dam Jati berhasil mencegah potensi destruktif lain yang diakibatkan pandemi covid-19. Namun untuk menjaga simultansi ketahanan organisasi dalam menghadapi krisis, pengelola sudah harus mulai membangun komunikasi yang intensif dan masif dengan berbagai pihak di luar organisasi seperti pemerintah, swasta dan media massa. Ini penting karena hasil akhir dari pandemi covid-19 belum bisa diprediksi dengan tepat. Pelibatan berbagai pihak dapat meringankan dampak krisis yang dialami oleh organsasi.

Manajemen Komunikasi Krisis Universitas XXY Menghadapi Pandemi COVID-19

Pademi COVID-19 di lingkungan Universitas XXY membuat warga sivitas akademika tidak nyaman. Ketidakjelasan informasi terkait korban terinfeksi COVID-19 menimbulkan perasaan cemas dan mengarah ke negative thinking. Kondisi itu menimbulkan pertanyaan, bagaimana proses manajemen krisis Universitas XXY dalam menangani cluster penyebaran virus COVID-19 di kampus. Teori yang digunakan adalah Situational Crisis Communication Theory. Penelitiannya memakai pendekatan kualitatif, dengan teknik pengumpulan data melalui wawancara dan mengumpulkan dokumen. Hasil penelitian menunjukkan, manajemen krisis Universitas XXY pada tahap pre-krisis adalah memonitor pemberitaan media. Saat krisis terjadi, dipakai strategi diminish guna mengurangi dampak negatif krisis. Caranya, menjalin kerja sama dengan pengurus RW, RT kampus, media massa, publikasi siaran pers melalui website, berkomunikasi dengan Pemerintahan daerah, Kepolisian, Dinas Perhubungan, serta memanfaatkan media tradisional dan digital. Pada tahap post-krisis, tindakan komunikasi Universitas XXY adalah mengeluarkan sejumlah kebijakan untuk pencegahan COVID-19. Kesimpulan penelitian ini adalah, kebijakan Universitas XXY berupa penyampaian informasi melalui surat edaran dan memo internal, berhasil menurunkan sentimen negatif warga kampus, dan mengurangi rasa cemas mereka dalam bekerja.

Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention?

This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 ( Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.

Krisis Industri Pertunjukan Musik Indonesia Pada Masa Pandemi

Di seluruh dunia dampak pandemi Covid-19 dirasakan oleh berbagai sektor industri, tidak terkecuali industri pertunjukan musik. Di Indonesia khususnya, sektor ini merupakan salah satu yang menjadi pemasukan bagi industri ekonomi kreatif dan pariwisata. Industri pertunjukan musik harus tetap bertahan dengan kehilangan separuh dari sumber pendapatan utamanya. Studi ini berupaya mengkaji implementasi strategi respon krisis dan adaptasi inovasi yang dilakukan oleh salah satu promotor musik acara festival tahunan di Indonesia, Synchronize Festival, berdasarkan kerangka teori Situational Crisis Communication Theory (SCCT) dan Diffusion of Innovations. Hasil penelitian menunjukkan bahwa pihak penyelenggara acara berhasil menerapkan strategi respon rebuilding posture dan rebolstering posture, serta menjalankan lima tahapan proses difusi inovasi, namun kurang tanggap dalam proses crisis recognition. Kata Kunci: SCCT, diffusion of innovations, krisis, industri pertunjukan musik, pandemi

Analisis Komunikasi Krisis YG Entertainment dalam Kasus Burning Sun

Kesuksesan industri hiburan Korea Selatan tidak lepas dari peran perusahaan agensi hiburan yang mencetak idola ternama. Untuk mempertahankan reputasi sebagai industri yang sukses menaungi artis dan grup ternama, perusahaan agensi harus memiliki cara berkomunikasi yang tepat, termasuk disaat perusahaan dilanda krisis. Penelitian ini mengangkat salah satu agensi idol Korea Selatan YG Entertainment yang mengalami situasi krisis pada 2019 lalu. Pimpinan YG Entertainment beserta artis yang dinaunginya terbukti terlibat skandal. Penelitian ini bertujuan untuk mempelajari bagaimana perusahaan agensi hiburan merespons krisis dan bagaimana respon krisis yang seharusnya diberikan sesuai dengan kerangka Situational Crisis Communication Theory. Metode yang dipakai dalam kajian ini adalah analisis isi kualitatif. Hasil penelitian menunjukkan bahwa krisis yang dialami oleh YG Entertainment termasuk dalam ranah victim cluster dengan jenis krisis yaitu rumor dan malevolence toward organization. Adapun rekomendasi untuk YG Entertainment dalam mengatasi krisis rumor adalah merespons dengan cepat, konsisten dengan pesan-pesan inti, dan terbuka dengan informasi serta bersikap jujur.

A Citywide ‘Virus Testing': Chinese Government's Response to Preventing and Controlling the Second Outbreak of SARS-CoV-2

Containing the spread of SARS-CoV-2 is a daunting challenge globally. China, as well as a handful of other countries, has, for the most part, contained it by implementing strict policies. Wuhan's citywide virus-testing program presents a way forward in preventing and controlling the uncertainty, anxiety, instability and complexity it faces over the outbreak of SARS-CoV-2. Inarguably, the health crisis requires time-tested strategies and tactics for coordinating governments' and social entities' response to the health crisis, with a goal toward having and ensuring sustained effectiveness. Because of a possible recurrence of SARS-CoV-2 in Wuhan, the Prevention and Control Headquarters of Wuhan on COVID-19 launched a massive virus testing of Wuhan's 11 million residents; it was completed within 10 days. In light of this unprecedented mass testing, this study applies the situational crisis communication theory to analyze this massive virus-testing process and the mechanisms involved to contain SARS-CoV-2 in Wuhan. While many countries still have partial lockdowns, the second outbreak in Wuhan was an indication of what awaited all SARS-CoV-2-stricken countries post-lockdowns and after community restrictions had been lifted. Therefore, the recently implemented Wuhan control mechanism (in cities, districts and townships) may become a hortatory guide to other world regions as they contend with and consider appropriate measures to control the spread of SARS-CoV-2 and to ensure public safety.