PSSI Crisis Response Strategy : Analysis of Kanjuruhan Tragedy News on Media Detik.com
Main Article Content
Abstract
A crisis is a situation or incident that can threaten an organization's reputation. One of the incidents that caused an organizational crisis was the Kanjuruhan tragedy. The existence of the Kanjuruhan tragedy, PSSI as a federation, is in the public spotlight for its response and actions. PSSI needs to give the right response so that the crisis does not have a negative impact on the organization's image. This research aims to find out the image restoration strategy used by PSSI in dealing with the crisis. This research uses Benoit's Image Restoration Theory. In describing PSSI's strategy, this research uses a descriptive quantitative method. The population used all news about PSSI's response to the Kanjuruhan tragedy published on Detik.com in October-November 2022. Sampling used the purposive sampling method. The results of this study show that PSSI uses all categories of image restoration strategies, such as denial, evasion of responsibility, reducing offensiveness, corrective action, and mortification. The evasion of responsibility strategy is the most dominant strategy, but it is not effective in improving the image because it avoids responsibility.
Keywords: Content Analysis; Crisis; Image Restoration Theory; Reputation.
Keywords: Content Analysis; Crisis; Image Restoration Theory; Reputation.
Article Details
How to Cite
PuspitaSari, T. H., & Purworini, D. (2024). PSSI Crisis Response Strategy : Analysis of Kanjuruhan Tragedy News on Media Detik.com. Al-MUNZIR, 17(2), 43–62. https://doi.org/10.31332/am.v17i2.8865
Section
Articles
References
Austin, S. F. (2020). Image Restoration for University Leaders’ Public Health COVID-19 Response: A Case Study of Notre Dame. International Research Journal of Public Health, 47. https://doi.org/10.28933/irjph-2020-10-0906
Bamber, M., & Parry, S. (2016). A Study of the Employment of Denial During a Complex and Unstable Crisis Involving Multiple Actors. International Journal of Business Communication, 53(3), 343–366. https://doi.org/10.1177/2329488414525454
Benoit, W. (2017). Image Repair on the Donald Trump “Access Hollywood” Video: “Grab Them by the P*ssy.” Communication Studies, 68(3), 243–259. https://doi.org/10.1080/10510974.2017.1331250
Benoit, W. (2018). Crisis and Image Repair at United Airlines: Fly the Unfriendly Skies. Journal of International Crisis and Risk Communication Research, 1(1), 11–26. https://doi.org/10.30658/jicrcr.1.1.2
Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177–186. https://doi.org/10.1016/S0363-8111(97)90023-0
Benoit, W. L. (2015). Image Restoration Theory. In The International Encyclopedia of Communication. Wiley. https://doi.org/10.1002/9781405186407.wbieci009.pub2
Benoit, W. L. (2016). Barack Obama’s 2008 Speech On Reverend Wright: Defending Self and others. Public Relations Review, 42(5), 843–848. https://doi.org/10.1016/j.pubrev.2016.09.003
Benoit, W. L., & Brinson, S. L. (1994). AT&T: “Apologies are not enough.” Communication Quarterly, 42(1), 75–88. https://doi.org/10.1080/01463379409369915
Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth’s Image Repair Discourse: Insensitive Royal Or Compassionate Queen? Public Relations Review, 25(2), 145–156. https://doi.org/10.1016/S0363-8111(99)80159-3
Choi, Y., & Lin, Y.-H. (2009). Consumer Responses to Mattel Product Recalls Posted on Online Bulletin Boards: Exploring Two Types of Emotion. Journal of Public Relations Research, 21(2), 198–207. https://doi.org/10.1080/10627260802557506
Civelek, M. E., Cemberci, M., & Eralp, N. E. (2016). The Role of Social Media in Crisis Communication and Crisis Management. International Journal of Research in Business and Social Science (2147- 4478), 5(3), 111–120. https://doi.org/10.20525/ijrbs.v5i3.279
Coombs, T., & Schmidt, L. (2000). An Empirical Analysis of Image Restoration: Texaco’s Racism Crisis. Journal of Public Relations Research, 12(2), 163–178. https://doi.org/10.1207/S1532754XJPRR1202_2
Coombs, T., & Sherry J, H. (2010). The Handbook of Crisis Communication (1st ed.). Blackwell Publishing Ltd.
Eriyanto. (2011). Analisis isi : pengantar metodologi untuk penelitian ilmu komunikasi dan ilmu-ilmu sosial lainnya (1st ed., p. 510). Prenada Media Group.
Harlow, W. F., & Harlow, R. M. (2013). Compensation and Corrective Action as the BP Response to the Deepwater Horizon Incident. Communication Research Reports, 30(3), 193–200. https://doi.org/10.1080/08824096.2013.806252
Indrayani, I. I. (2022). Retorika dan Power Relations: Strategi Restorasi Citra Kepolisian Republik Indonesia pada Kasus Ferdy Sambo. Jurnal Komunikatif, 11(2), 165–178. https://doi.org/10.33508/jk.v11i2.4270
Kriyantono, R. (2015). Public Relations, Issue & Crisis Management : Pendekatan Critical Public Relations, Etnografi kritis & Kualitatif (1st ed.). Prenada Media Group.
Levine, J., & Zigler, E. (1975). Denial And Self-Image In Stroke, Lung Cancer, And Heart Disease Patients. Journal of Consulting and Clinical Psychology, 43(6), 751–757. https://doi.org/10.1037/0022-006X.43.6.751
Lowery, S. A., & Defleur, M. L. (1995). Milestones in Mass Communication Research: Media effects. In P. Gordon & H. Henderson (Eds.), Media Effects (3rd ed.). Longman Publishers USA.
Metzler, M. S. (2001). Responding To The Legitimacy Problems Of Big Tobacco: An Analysis Of The “People Of Philip Morris” Image Advertising Campaign. Communication Quarterly, 49(4), 366–381. https://doi.org/10.1080/01463370109385636
Nirmalasari, A. (2020). Crisis Management in Public Relations: Meta-Synthesis Analysis of Online Activism. Jurnal Penelitian Komunikasi Dan Opini Publik, 24(2). https://doi.org/10.33299/jpkop.24.2.2446
Pang, A., Keng HO Meng, B., & Malik, N. (2012). Repairing An Organization’s Image In Times Of Crises: What Strategies To Use When?
Papalová, M. (2015). Media Impact On Crisis Communication. Marketing Identity, 1(2), 448–459.
Prastyo, Deni. (2022, October 20). Dalih PSSI soal Fun Football: FIFA yang Ngajak Main Bola! Detik.Com. https://www.detik.com/jatim/sepakbola/d-6360138/dalih-pssi-soal-fun-football-fifa-yang-ngajak-main-bola
Putri, Z. (2022, October 14). Alasan Pengurus PSSI Harus Tanggung Jawab atas Tragedi Kanjuruhan. Detik News. https://news.detik.com/berita/d-6347957/alasan-pengurus-pssi-harus-tanggung-jawab-atas-tragedi-kanjuruhan
Robbani, M. (2022, October 4). Ini Alasan PSSI Sertakan Aparat di Dalam Stadion. Detik.Com. https://sport.detik.com/sepakbola/liga-indonesia/d-6328980/ini-alasan-pssi-sertakan-aparat-di-dalam-stadion
Seeger, M. W., & Griffin Padgett, D. R. (2010). From Image Restoration to Renewal: Approaches to Understanding Postcrisis Communication. Review of Communication, 10(2), 127–141. https://doi.org/10.1080/15358590903545263
Sellnow, T. L., & Seeger, M. W. (2013). Theorizing Crisis Communication (1st ed.). Wiley-Blackwell.
Silvia. (2022, October 12). TGIPF: PSSI Tak Merasa Punya Tanggung Jawab dalam Tragedi TGIPF: PSSI Tak Merasa Punya Tanggung Jawab dalam Tragedi Kanjuruhan. Detik News. https://news.detik.com/berita/d-6342641/tgipf-pssi-tak-merasa-punya-tanggung-jawab-dalam-tragedi-kanjuruhan
Wardani, E. F. J., Vidyarini, T. N., & Yogatama, A. (2022). Restorasi Citra Maybank Melalui Media Online Tribunnews.com dan Detik.com. Jurnal E-Komunikasi , 10(1).
Wibawana, W. A. (2022, October 2). Tragedi Kanjuruhan: Kronologi, Penyebab dan Jumlah Korban Tragedi Kanjuruhan: Kronologi, Penyebab dan Jumlah Korban. Detik News, 1. https://news.detik.com/berita/d-6324274/tragedi-kanjuruhan-kronologi-penyebab-dan-jumlah-korban
Woldearegay, A. G. (2021). Remembering Jemal Kashoggi: the media, the show trials, the limits of international jurisprudence, and the uphill struggle for image repair. The Journal of International Communication, 27(1), 59–78. https://doi.org/10.1080/13216597.2020.1867221
Bamber, M., & Parry, S. (2016). A Study of the Employment of Denial During a Complex and Unstable Crisis Involving Multiple Actors. International Journal of Business Communication, 53(3), 343–366. https://doi.org/10.1177/2329488414525454
Benoit, W. (2017). Image Repair on the Donald Trump “Access Hollywood” Video: “Grab Them by the P*ssy.” Communication Studies, 68(3), 243–259. https://doi.org/10.1080/10510974.2017.1331250
Benoit, W. (2018). Crisis and Image Repair at United Airlines: Fly the Unfriendly Skies. Journal of International Crisis and Risk Communication Research, 1(1), 11–26. https://doi.org/10.30658/jicrcr.1.1.2
Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177–186. https://doi.org/10.1016/S0363-8111(97)90023-0
Benoit, W. L. (2015). Image Restoration Theory. In The International Encyclopedia of Communication. Wiley. https://doi.org/10.1002/9781405186407.wbieci009.pub2
Benoit, W. L. (2016). Barack Obama’s 2008 Speech On Reverend Wright: Defending Self and others. Public Relations Review, 42(5), 843–848. https://doi.org/10.1016/j.pubrev.2016.09.003
Benoit, W. L., & Brinson, S. L. (1994). AT&T: “Apologies are not enough.” Communication Quarterly, 42(1), 75–88. https://doi.org/10.1080/01463379409369915
Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth’s Image Repair Discourse: Insensitive Royal Or Compassionate Queen? Public Relations Review, 25(2), 145–156. https://doi.org/10.1016/S0363-8111(99)80159-3
Choi, Y., & Lin, Y.-H. (2009). Consumer Responses to Mattel Product Recalls Posted on Online Bulletin Boards: Exploring Two Types of Emotion. Journal of Public Relations Research, 21(2), 198–207. https://doi.org/10.1080/10627260802557506
Civelek, M. E., Cemberci, M., & Eralp, N. E. (2016). The Role of Social Media in Crisis Communication and Crisis Management. International Journal of Research in Business and Social Science (2147- 4478), 5(3), 111–120. https://doi.org/10.20525/ijrbs.v5i3.279
Coombs, T., & Schmidt, L. (2000). An Empirical Analysis of Image Restoration: Texaco’s Racism Crisis. Journal of Public Relations Research, 12(2), 163–178. https://doi.org/10.1207/S1532754XJPRR1202_2
Coombs, T., & Sherry J, H. (2010). The Handbook of Crisis Communication (1st ed.). Blackwell Publishing Ltd.
Eriyanto. (2011). Analisis isi : pengantar metodologi untuk penelitian ilmu komunikasi dan ilmu-ilmu sosial lainnya (1st ed., p. 510). Prenada Media Group.
Harlow, W. F., & Harlow, R. M. (2013). Compensation and Corrective Action as the BP Response to the Deepwater Horizon Incident. Communication Research Reports, 30(3), 193–200. https://doi.org/10.1080/08824096.2013.806252
Indrayani, I. I. (2022). Retorika dan Power Relations: Strategi Restorasi Citra Kepolisian Republik Indonesia pada Kasus Ferdy Sambo. Jurnal Komunikatif, 11(2), 165–178. https://doi.org/10.33508/jk.v11i2.4270
Kriyantono, R. (2015). Public Relations, Issue & Crisis Management : Pendekatan Critical Public Relations, Etnografi kritis & Kualitatif (1st ed.). Prenada Media Group.
Levine, J., & Zigler, E. (1975). Denial And Self-Image In Stroke, Lung Cancer, And Heart Disease Patients. Journal of Consulting and Clinical Psychology, 43(6), 751–757. https://doi.org/10.1037/0022-006X.43.6.751
Lowery, S. A., & Defleur, M. L. (1995). Milestones in Mass Communication Research: Media effects. In P. Gordon & H. Henderson (Eds.), Media Effects (3rd ed.). Longman Publishers USA.
Metzler, M. S. (2001). Responding To The Legitimacy Problems Of Big Tobacco: An Analysis Of The “People Of Philip Morris” Image Advertising Campaign. Communication Quarterly, 49(4), 366–381. https://doi.org/10.1080/01463370109385636
Nirmalasari, A. (2020). Crisis Management in Public Relations: Meta-Synthesis Analysis of Online Activism. Jurnal Penelitian Komunikasi Dan Opini Publik, 24(2). https://doi.org/10.33299/jpkop.24.2.2446
Pang, A., Keng HO Meng, B., & Malik, N. (2012). Repairing An Organization’s Image In Times Of Crises: What Strategies To Use When?
Papalová, M. (2015). Media Impact On Crisis Communication. Marketing Identity, 1(2), 448–459.
Prastyo, Deni. (2022, October 20). Dalih PSSI soal Fun Football: FIFA yang Ngajak Main Bola! Detik.Com. https://www.detik.com/jatim/sepakbola/d-6360138/dalih-pssi-soal-fun-football-fifa-yang-ngajak-main-bola
Putri, Z. (2022, October 14). Alasan Pengurus PSSI Harus Tanggung Jawab atas Tragedi Kanjuruhan. Detik News. https://news.detik.com/berita/d-6347957/alasan-pengurus-pssi-harus-tanggung-jawab-atas-tragedi-kanjuruhan
Robbani, M. (2022, October 4). Ini Alasan PSSI Sertakan Aparat di Dalam Stadion. Detik.Com. https://sport.detik.com/sepakbola/liga-indonesia/d-6328980/ini-alasan-pssi-sertakan-aparat-di-dalam-stadion
Seeger, M. W., & Griffin Padgett, D. R. (2010). From Image Restoration to Renewal: Approaches to Understanding Postcrisis Communication. Review of Communication, 10(2), 127–141. https://doi.org/10.1080/15358590903545263
Sellnow, T. L., & Seeger, M. W. (2013). Theorizing Crisis Communication (1st ed.). Wiley-Blackwell.
Silvia. (2022, October 12). TGIPF: PSSI Tak Merasa Punya Tanggung Jawab dalam Tragedi TGIPF: PSSI Tak Merasa Punya Tanggung Jawab dalam Tragedi Kanjuruhan. Detik News. https://news.detik.com/berita/d-6342641/tgipf-pssi-tak-merasa-punya-tanggung-jawab-dalam-tragedi-kanjuruhan
Wardani, E. F. J., Vidyarini, T. N., & Yogatama, A. (2022). Restorasi Citra Maybank Melalui Media Online Tribunnews.com dan Detik.com. Jurnal E-Komunikasi , 10(1).
Wibawana, W. A. (2022, October 2). Tragedi Kanjuruhan: Kronologi, Penyebab dan Jumlah Korban Tragedi Kanjuruhan: Kronologi, Penyebab dan Jumlah Korban. Detik News, 1. https://news.detik.com/berita/d-6324274/tragedi-kanjuruhan-kronologi-penyebab-dan-jumlah-korban
Woldearegay, A. G. (2021). Remembering Jemal Kashoggi: the media, the show trials, the limits of international jurisprudence, and the uphill struggle for image repair. The Journal of International Communication, 27(1), 59–78. https://doi.org/10.1080/13216597.2020.1867221