Preparing for the Worst Crisis Scenario on the Flag Carrier Garuda Indonesia in Digital Era
Main Article Content
Abstract
Life in the digital era runs instant and fast-paced. The development of science and technology, especially the Internet and social media has a very strong influence. Not only does it affect the daily activities of people's lives, but also the activities of the professional world, especially in crisis communication that is considered more complex, and even raises new possibilities in which each company will be more vulnerable to crisis with a greater impact than ever. Thus, preparing for the worst possible scenario will help a crisis situation go as smoothly as possible. In consequence, organizations today are required to have a structured and internet-based crisis communication plan and policy as an effort to respond to these developments. This research paper presents an exploratory study conducted to understand how the practitioners prepare for the worst scenario and the strategy of handling it, and how the planning is influential to the success of crisis communication. An in-depth interview was conducted to senior corporate communication executives and crisis manager from High Reliability Organization (HRO). This paper concludes by suggesting and drawing up guidelines for practitioners to structuring an effective crisis communication plan as well as directions for future research in this domain for researchers to take up.
Article Details
Authors who publish with Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia agrees to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Barton, L. (1993). Crisis in Organizations: Managing and Communicating in the Heat of Chaos. South-Western: Publishing Co.
Boin, A., & Lagadec, P. (2000), Preparing for the Future: Critical Challenges in Crisis Management. Journal of Contingencies and Crisis Management, 8: 185-191. https://doi.org/10.1111/1468-5973.00138
Campbell, R. (1999). Crisis control. Sydney: Prentice Hall.
Caponigro, J. R. (2000). The crisis counselor: A step-by-step guide to managing a business crisis. Chicago: Contemporary Books.
Carney, A., & Jorden, A. (1993). Prepare for business-related crises. Public Relations Journal, 49, 34–35.
Caywood, C., & Stocker, K. P. (1993). The ultimate crisis plan. In J. A. Gottschalk (Ed.), Crisis response. Inside stories on managing image under siege (pp. 409–428). Detroit: Visible Ink.
Cloudman, R., & Hallahan, K. (2006). Crisis communications preparedness among U.S. organizations: Activities and assessments by public relations practitioners. Public Relations Review, 32 (4), 367-376.
Coombs, W. (1999). Information and Compassion in Crisis Responses: A Test of Their Effects, Journal of Public Relations Research, 11 (2), 125-142.
Coombs, W. T. (2011). Ongoing Crisis Communication: Planning, Managing and Responding. 3rd edition. Thousand Oaks: SAGE.
Crichton, M. T., Ramsay, C. G. & Kelly, T. (2009). Enhancing organizational resilience through emergency planning: Learnings from cross-sectoral lessons Journal of Contingencies and Crisis Management, 17(1): 24-37.
Denzin, N, K., & Lincoln, Y, S. (2009). Handbook Qualitative Research. Yogyakarta: Pustaka Pelajar.
DiNardo, A. M. (2002). The internet as a crisis management tool: a critique of banking sites during Y2K. Public Relations Review, 28 (4), 367-78.
Fearn-Banks, K. (2002). Crisis management: A casebook approach (2nd ed.). Mahwah, NJ: Lawrence Erlbaum Associates.
Gonzalez-Herrerro A. and S. Smith. (2008). Crisis Communications Management on the Web: How Interned-Based Technologies are Changing the Way Public Relations Professionals Handle Business Crises. Journal of Contingencies and Crisis Management, 16 (3), 143-153.
Grundy, M., & Moxon, R. (2013). “The effectiveness of airline crisis management on brand protection: A case study of British Airways” Journal of Air Transport Management. 28: 55-61.
Grunig, J. (2009). Paradigms of Global Public Relations in an Age of Digitalisation. Prism Journal 6 (2). 1-19.
Guiniven, J.(2004). Crisis-ready websites. Public Relations Tactics, 11(2):p.6.
Hallahan, K. (2004). Protecting an organization’s digital public relations assets. Public Relations Review, 30 (3), 255-268.
Herbst, D. (2001). Internet-PR. Berlin: Cornelsen.
Hill, A. (2002). Rapid response. Managing a crisis requires fast reactions. PR Week, (August), 11 (LexisNexis Academic).
Hill, L.H. and White, C. (2000). Public relations practitioners’ perceptions of the world wide web as a communication tool. Public Relations Review, 26 (1), 31-51.
Ho, F., & Hallahan, K. (2004). Post-earthquake crisis communications in Taiwan: An examination of corporate advertising and strategy motives. Journal of Communication Management, 8 (3), 291–306.
Kiger, P. (2001). Lessons from a crisis: How communication kept a company together. Workforce, 80(November (11)), 28–36.
Kim, Y. (2004). How to evaluate an organization’s crisis-preparedness. Development and application of an index. Paper presented to International Communication Association, New York.
Littlejohn, R. F. (1983). Crisis management: A team approach. New York: AMA Publications.
Mayer, B. W., Moss, J. & Dale, K. C. (2008). Disaster and preparedness: Lessons from hurricane rita. Journal of Contingencies and Crisis Management, 16(1): 14-23.
Middleberg, D. (2001). Winning PR in the wired world. New York: McGraw-Hill.
Mitroff, I., & Pearson, C. M. (1993). Crisis Management: a diagnostic guide for improving your organization’s crisis‐preparedness. San Francisco, CA.: Jossey‐Bass Publishers.
Olofsson, A. (2011). Organizational Crisis Preparedness in heterogeneous societies: the OCPh model. Journal of Contingencies and Crisis Management, 19(4) 215-226.
Owyang, J., Jones, A., Tran, C. and Nguyen, A. (2011), Social Business Readiness: How Advanced Companies Prepare Internally, Altimeter Group, available at: www.slideshare.net/jeremiah_owyang/social-readiness-how-advanced-companies-prepare (accessed November 8, 2011).
Pang, Augustine & Hassan, Nasrath & Chong, Aaron. (2014). Negotiating crisis in the social media environment: Evolution of crises online, gaining credibility offline. Corporate Communications: An International Journal. 19. 10.1108/CCIJ-09-2012-0064.
Pauchant, T. C., & Mitroff, I. I. (1992). Transforming the crisis-prone organization. San Francisco: Jossey-Bass Publishers.
Penrose, J. M. (2000). The role of perception in crisis planning. Public Relations Review, 26 (2), 155–171.
Perry, D., Taylor, M. & Doerfel, M.L. (2003). Internet-based communication in crisis management. Management Communication Quarterly, 17 (2), 206-32.
Ray, S.J., (1999). Strategic Communication in Crisis Management: Lessons from the Airline Industry. Westport, CT: Quorum Books.
Stacks, D. W. (2004). Crisis management: Toward a multidimensional model of public relations. In R. L. Heath, & D. P. Millar (Eds.), Responding to crisis: A rhetorical approach to crisis communication. Hillsdale, NJ: Lawrence Erlbaum Associates.
The British Broadcasting Corporation (BBC). Not so friendly skies: United Airlines' public relations disaster. Retrieved on https://www.bbc.com/news/business-39562182.
Toft, B. & Reynolds, S. (2005). Learning form disaster: A management approach. Leicester: Perpetuity Press.
Valackiene, A. (2010). Efficient corporate communication: decisions in crisis management. Inzinerine Ekonomika-Engineering Economics, 21 (1), 99-110.
White, C. & Raman, N. (1999). The world wide web as a public relations medium: the use of research, planning, and evaluation in web site development. Public Relations Review, 25 (4), 405-19.