Penggunaan Media Sosial dalam Komunikasi Krisis (Studi Kasus: Penggunaan Media Sosial dalam Komunikasi Krisis Air Asia Pasca Kecelakaan Air Asia QZ 8501)

Rafi Putri Cahyani, Adam Wijoyo Sukarno

2015 | Skripsi | Ilmu Komunikasi

Crisis is a situation that can occur unexpectedly. Every institution has to be prepared to overcome crisis as crisis could have negative impact and threaten the reputation of the company. One of the alternatives is to have a crisis communication strategy. There are four important elements of crisis communication: the right message, to whom the message should be told, who should tell it, and the right time to tell. Next to those elements, selection of proper media to tell is also necessary. Social media, as a result of communication technology development has been very attractive for public relation experts in many companies to do communication with public. And some of them also use social media for their crisis communication strategy. Air Asia is an airline company that actively use social media the most in Indonesia. When there was an incident that delivered crisis, Air Asia did not necessarily close off their social media. They even actively used social media when the crisis appeared, and this is an interesting topic to observe. This observation tries to see the use of social media for crisis communication that has been done by Air Asia through the perspective of case study. Keywords: Crisis, Communication Crisis, Social Media, Case Study.

Kata Kunci : Media Sosial