Crisis-handling patterns: A multi-case study in Indonesia

Indah Fajar Rosalina, Wina Puspita Sari, Muria Putriana, Qoryna Noer Seyma El Farabi, Asep Soegiarto, Ghina Balqis Salsabil and Rivanda Kamil Akhsan
Additional contact information
Indah Fajar Rosalina: Universitas Negeri Jakarta
Wina Puspita Sari: Universitas Negeri Jakarta
Muria Putriana: Universitas Negeri Jakarta
Qoryna Noer Seyma El Farabi: Universitas Negeri Jakarta
Asep Soegiarto: Universitas Negeri Jakarta
Ghina Balqis Salsabil: Universitas Negeri Jakarta
Rivanda Kamil Akhsan: Universitas Negeri Jakarta

Priviet Social Sciences Journal, 2025, vol. 5, issue 11, 412-426

Abstract: 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.

Keywords: crisis communication; communication patterns; crisis management; cross-sector; organizations (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://journal.privietlab.org/download.php?id=9745 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:prv:pssjpv:976

Ordering information: This journal article can be ordered from
https://journal.priv ... SSJ/article/view/976

DOI: 10.55942/pssj.v5i11.976

Access Statistics for this article

More articles in Priviet Social Sciences Journal from Privietlab Research Center
Bibliographic data for series maintained by Mochammad Fahlevi ().