Crisis Communication Strategy of the Ministry of Communication and Digital Affairs (Komdigi) in Handling Cases of Internal Staff Involvement in Online Gambling Site Licensing
DOI:
https://doi.org/10.55681/ijssh.v4i3.4649Keywords:
Crisis Communication, Image Restoration Theory (IRT), Komdigi, Online Gambling, Organizational Communication, Situational Crisis Communication Theory (SCCT)Abstract
This study aims to analyze the crisis communication strategy implemented by the Ministry of Communication and Digital Affairs (Komdigi) in handling cases of internal staff involvement in online gambling site licensing, which was revealed in October 2024. The research employed a qualitative method with a case study design. Data collection was conducted through in-depth interviews with five informants from three work units directly involved in crisis management, namely the Public Relations Bureau, Legal Bureau, and Directorate of Public Communication, as well as documentation analysis including press releases, official social media posts, and internal regulations. The findings indicate that Komdigi implemented a top-down communication model with the Minister as the primary spokesperson. Based on SCCT analysis, this crisis falls within the preventable cluster, which was responded to with a rebuild strategy through four main narratives: support for legal proceedings, employee suspension, integrity pact signing, and issuance of Ministerial Instruction Number 2 of 2024. Based on IRT analysis, the dominant strategy employed was corrective action through corrective and preventive measures, supported by bolstering and transcendence strategies. A consistent non-defensive stance became the primary characteristic of Komdigi's response. These findings confirm the importance of established organizational communication infrastructure, response speed, and consistency between narrative and action in government institution crisis communication management.
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