(Universitas Yudharta Pasuruan, Indonesia)(2) Ninuk Riswandari
(Universitas Yudharta Pasuruan, Indonesia)*corresponding author
AbstractThis study examines the post-crisis communication strategies implemented by PT. Eka Mas Republik (MyRepublic) in restoring the company's reputation following a conflict with the community regarding allegations of installing an unauthorized Wi-Fi pole in Kertosari Village, Purwosari District, Pasuruan Regency. This study used a descriptive qualitative method with data collection techniques through observation, in-depth interviews, and documentation. The results showed that the crisis was rooted in a lack of direct and participatory communication between the company and the community. To address this, MyRepublic implemented five main strategies: reputational repair, relationship repair, behavioral repair, instructional communication, and adjusting information. These strategies were implemented through deliberation forums, interpersonal communication, technical education, and participation in community social activities. The implementation of these strategies proved effective, as evidenced by a significant increase in the number of customers after the crisis. This study concluded that the success of post-crisis communication was influenced by openness, two-way dialogue, and adjustment to local values and culture. These findings are expected to serve as a reference for companies in rebuilding their reputation and public trust strategically and sustainably
KeywordsPost-crisis communication, reputation, communication strategy, MyRepublic, local community
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DOIhttps://doi.org/10.47679/jrssh.v5i2.409 |
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