STRATEGI KOMUNIKASI KRISIS BATIK AIR DALAM MENGHADAPI SERANGAN MEDIA SOSIAL (Studi Kasus: Pesawat Batik Air Dalam Penerbangan Kuala Lumpur - Jakarta Mengalami AC Mati)

Abstract

Communication crisis is something that can not be avoided by the company. A crisis can come at any time and quickly put the company's reputation at risk. Communication crisis management is an important element for every company in order to avoid the adverse effects of a crisis that occurs. Guidelines and mature preparedness are needed in order to be able to respond quickly, so that the crisis does not escalate and become a disaster. As an airline company, Batik Air must be prepared to face crisis communications. Especially in this digital era, every crisis will easily go viral on social media and have a bad impact on the company. For this reason, a mature crisis communication strategy is needed for Batik Air to be able to maintain the company's image amidst the onslaught of social media attacks.

Keywords : Crisis Communication, Public Relations, Crisis Management, Batik Air, Social Media