The Roles of PR in Crisis Communication: Telkomsel Crisis Communication Management in Indonesia

Abstract

This study is focused on crisis communication management. Using a case study approach of Indonesia’s biggest internet and sim card provider, Telkomsel faced crisis communication after a hacker attacked their official websites in April 2017. The purpose of this journal is to analyze the strategies and tactics of Telkomsel’s Public Relations in handling crisis communications. Research data was obtained by external secondary data, such as books, journals, videos, and social media related to the role of Public Relations in crisis communication management. Further, this study concludes that Telkomsel’s Public relations were successfully maintaining the reputation of the company by strengthening the media relations; it showed that the economic growth of Telkomsel always increasing over the past two years, successfully passing the Rp90 trillion marks to reach 93,217 trillion as of 2017. However, Telkomsel’s Public Relations is suggested to enhance the relations with their customers