BALI, PRINDONESIA.CO – What kind of preparation for war? “Preparation to face crises,” said Firsan Nova, Managing Director of Nexus Risk Mitigation and Strategic Communication, while speaking at the Corporate PR class at the PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Wednesday (30/10/2019). The first step, identify the elements of the crisis. From shock, denial, anger, bargain/hope, depression, to acceptance. For example, about accepting defeat. “How can I lose?” (shock), “It’s impossible to lose.” (denial), “How can I really lose?” (anger), “Maybe this is just a strategy of pretending to lose.” (bargain/hope), “But, I really lose.” (depression), “It is our fate to lose. We must keep thinking positive.” (acceptance). Identify the situations that have the potential to become a crisis. Such as issues of health, safety and security, finance, environment, disaster, business practices and ethics, law, employee error, customer complaints, availability of goods, to advertisements produced by the company that are found to contain misleading or incorrect content. After that, identify stakeholders that have the potential to become a source of crisis both from the internal and external circle. According to Firsan, there are two efforts that must be done by PR in relation to the crisis. First, curative efforts. Second, preventive effort. Preventive efforts such as fostering public trust in companies, maintaining good relations with government officials, building strongholds from the bottom line of the marketing chain, and preparing crisis management programs. While curative efforts include identifying, isolating and dealing with crises. Crisis affects three things, such as image, reputation and financial stability. The task of PR is to isolate the crisis both from the side of the impact to the issue so as not to worsen. "During a crisis, we are not looking at the scale, but the impact," said the man who is often speaking about PR crisis and management issues, firmly. How big the impact of the crisis could harm the company. "The more serious the potential, the greater the crisis that we will face," he added. Create a Guide What should PR do? First, study the data and facts. "Make an opinion leader map analysis, do a media analysis, handle issues in accordance with the character of the business," he said. Then, prepare an information package, issues limit and their impact, position the company's image, crisis center team, and appoint an unofficial spokesperson. The tips, said Firsan, honesty, repeat the message as often as possible, know and choose the right communication medium according to the targeted audience, think long term, be open to receive feedback in the form of suggestions and criticisms. For this reason, emotional intelligence is one of the competencies that PR must-have today. In addition to the ability to communicate clearly, confidently, has a sense of empathy, willingness to listen, open-minded, and more. "The ability to respond calmly to everything is important. No need to be angry when insulted and praise should not make us hover," he said. Firsan also shared an effective crisis communication guide. It consists of identifying the speed of a crisis, responding quickly, supporting with data, forming a crisis team, and ensuring that PR gets direct access and trust from the CEO. "The latter is important because it will greatly influence the decision making process during a crisis," concluded the man who often shares his opinions in the Column rubric of PR INDONESIA Magazine. (rtn)

BALI, PRINDONESIA.CO – In the era of disruption, there are many new things that must be faced. “Things that did not exist before and were never taught, must be faced directly, and even demanded to immediately find the solution,” said Marianne while opening the Government Public Relations (GPR) class at the PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Wednesday (30/10/2019). This condition also requires communication practitioners to have psychological expertise. “We need to study human behavior,” she said. Because, the role of PR in the companies and organizations today is no longer as a thinking machine, but a feeling machine that understands data by using emotion. According to Marianne, data is not just numbers. Data is the expression of humans behind it. Data can be a tool to develop empathy for PR practitioners. “From the data that we have, PR can formulate a story and create a campaign,” she said. Moreover, we are now living in the relevance era where the audience, especially millennials, will only pay attention to information that is considered relevant to their lives. Well, campaigns that e from data will build a higher relevance. The campaign that is created can be even more varying. “It’s not only storytelling but can also be completed with a social movement that surely will bring the company’s brand closer to its audience,” said the woman who graduated from the University of Canberra, Australia. The same thing also applies to GPR. Government Public Relations usually participates in making and communicating policies. In order for the policy can influence human behavior and right on target, GPR needs to pay more attention to the relevance aspect. “Other than using data, try to explore the opinions of various groups affected by the policy. So, the public can feel that the policy is relevant and deserves to be heard,” she said. In addition, use social media optimally. Marianne believed that other than facilitating polls, social media also helps institutions to rise touching storytelling. Especially if equipped with audiovisual. (den)

BALI, PRINDONESIA.CO – Chrystelina GS, Head of the Information Service and Public Communication of Public Relations Bureau of the Corruption Eradication Commission (KPK), the recipe in front of the participants of the parallel workshop series ahead of the PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Wednesday (30/10/2019).  In dealing with cries, KPK’s public relations (PR) refer to four principles. First, maintain the reputation and ensure that the anti-corruption commission is perceived positively according to the institutional principles such as legal certainty, transparency, accountability, public interest, and proportionality. Second, having control over crisis situation and ensuring the correct key messages, delivering accurate key messages, on time and accepted, understood, and believed by the stakeholders. Third, anticipate and minimize disruption towards KPK’s programs and activities. Fourth, maintain stakeholder’s trust. Even so, Chrystelina said which becomes the concern when a crisis occurred is the internal party. “The threat at KPK usually disrupts organizational processes or governance, if a crisis occurs, internal must know first,” she said. Whatever happens, KPK employees must continue to eradicate corruption. Some potential crises experienced by KPK in the change of leadership, in 2009, 2015 the leadership of KPK was criminalized when he finished taking office. This has an impact on the KPK organization, especially in the case handling process. Because an investigation warrant must be signed by the leadership. Next is the revision of the law. Chrystelina likened this condition to renovating a house. There must be coordination with the house owner to find out what they like. However, this did not happen to KPK. This then caused discomfort inside KPK. “Moreover, this year’s revision if the law, we were not invited. Next thing I know, the revision was released,” she said. Last, institutional attenuation. KPK investigators can indeed be from the police and independent investigators. When there was an issue of institutional attenuation, the organization was confused. The forms of crisis faced by KPK are in the forms of threats, hoaxes/disinformation, a pretrial, and legal proceeding. This condition can have an impact on decreasing public trust. In order for the crisis not to interfere with internal performance, KPK held a town hall meeting. This meeting aimed to inform what is happening at the institution. They also hold small group meetings, making products from social media which was also intended for internal use as encouragement. Forming a crisis team report, crisis communication email (helpdesk), internal communication products through portals and other internal media. In dealing with crises, KPK applies 5C. Such as: Care The message delivered shows a sense of care and empathy for stakeholders affected by the crisis. Commitment The responsibility of delivering the message will immediately act to resolve, find sources and minimize recurring events. Consistency and coherency All parties from leaders to staff must give the same statement. Clarity The message delivered to the public must be clear, easy to understand, and simple so that the message does not develop into incorrect information. Community Developing communities with various parties, one of which has begun well before the crisis. The strategy was also equipped with the KPK crisis management team. It includes a law firm tasked with analyzing the origin and consequences of a crisis, measuring/analyzing crisis levels (media exposure and interest), spokespersons. Meanwhile, the Public Relations Bureau is in charge of producing products and communication activities, mapping the medium for product output. The deputy head was tasked with analyzing mass media and social media, as well as mapping high profile people, to managing internal communication. "We open the widest possible access to the public because the KPK is publicly owned," he concluded. (mai)

BALI, PRINDONESIA.CO – This was stated by Rahmad Widiana, Head of Publication Management Division, Communication and Information Service Bureau of the Ministry of Finance (Kemenkeu), while speaking at the Government PR class as a part of PR INDONESIA Jamboree (JAMPIRO) #5 even series in Bali on Wednesday (30/10/2019). He shared his experience with the Ministry of Finance PR team in dealing with the issue of government debt which at the time received a lot of attention from the public. According to Rahmad, identify the background of the development of the issue first. First, political communication. Especially in managing and facing attacks from pressure groups and individuals such as NGOs, think tank institutions, and the opposition. Second, communicate to the public. There is still a mixed public understanding of debt management and financial institutions. Third, media needs education. Diverse knowledge of the media. Not all media understand debt management interpretation. Fourth, negative news. Fifth, viral. Neutral news become viral news because there are negative sentiments from the less educated netizens and ultimately affects the public. Strategy Furthermore, PR must improve the functions and benefits of the media to ensure the message is delivered well to the target audience. “It’s important for PR to build and maintain a good engagement with the media. So, we can ensure that the public received information as we expected,” he said. They are also a bridge between institutions to increase positive image, in this case, the Ministry of Finance, both in terms of management and utilization of government debt in front of the stakeholders. And, a part of the institution’s effort to educate the public from various circles or professions regarding the management and utilizing of government debt. Another thing to do is the optimization of digital campaigns. Improve the activity on the timeline, improve social media account by synergizing between units. Add more agents of communication, substance development, and maximize media social content. “Optimize all digital assets. Therefore, as PR we must keep learning, exploring creativity, and don’t stop innovating,” he said. To conclude, Rahmad shared five steps of communication process through media relation to minimize issue circulation. Such as: Media visit. Media visit needs to be done to maintain good relation with the editor in chief and their team, as well as explore potential cooperation opportunities. Media gathering and editors meeting. The aim is to deliver a message regarding plans and strategies. Media partner. Collaboration to make good news viral through articles and infographics in the offline and online media. Foreign media. Publication through international media such as Bloomberg and Reuters. Key opinion leader. Collaboration with KOL such as economists and community leaders. (mai)  

BALI, PRINDONESIA.CO – PR INDONESIA invited Dwi Surya Abdullah, Vice President Public Relations of PLN, to share his experience in front of the participants of the 5th PR INDONESIA Jamboree (JAMPIRO) Corporate Public Relations (PR) class in Bali on Wednesday (30/10/2019). Speaking of crisis, this electricity supply company interpreted it as a condition of customer comfort disruption. PLN divides the cause into two groups. First, the crisis that is not identified because of a natural disaster. Second, identified crisis, such as when the primary energy supply is hampered due to high tides so that the traffic of the coal truck transporting vessels is obstructed, equipment damage, power outages, work accidents, to crises caused by legal problems. “This condition can have an impact on the deficit of trust that affects the company’s policies and business activities,” Dwi said. Restore Reputation The impact is enormous. Dwi and the PLN PR team carried out a number of strategies to increase trust and restore reputation. The first confectionary is to mobilize all available resources to immediately recover the electricity network that is cut off. Next, PR must found out the background information on the cause of the problem. “This is important because this message will be delivered by the company spokesperson to the public,” he said. If the cause is known, as soon as possible convey the real condition honestly and openly to the public. Then, determine which media will be used as a medium for delivering information. Prioritize using company internal media, both official pages, and social media. After maximizing all internal media platforms, then hold a press conference session by inviting conventional media. Keep in mind that in a crisis situation, customers don’t need information about the cause of the problem. What they want to know is a form of corporate responsibility in the form of compensation for the losses incurred. “People need the electricity to be on, they don’t need to know (in detail) the cause of the problem,” he said. The restoration of the company’s good name can’t be only done when a crisis occurred but also after the crisis subsided. The trick is, PR conducts monitoring and issue potential continuously. Manage good relations with the media. Make sure they deliver the message from the company as a whole without reducing or even exaggerating. Meanwhile, to avoid the impression of being defensive, the information doesn’t merely have to come from the internal of the company. Dwi concluded, “Information can also be delivered by third parties such as experts who are competent in their fields.” (ais)

BALI, PRINDONESIA.CO – A communication crisis is a situation where a company faces a situation that threatens the relationship with the stakeholders, company reputations, and other strategic interests. Boy Kelana Soebroto, Head of Corporate Communications of Astra International was chosen to deliver the material with the theme “Issue Management and Crisis Management” on the second day of PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Wednesday (30/10/2019). With his experience in Astra that which has 234 subsidiaries and 226.504 employees, he acknowledged that the potential of crisis could come from internal and external. Then, the role of public relations (PR) as the company’s communicator is to strengthen understanding, trust, and support from the stakeholders. In addition, PR also needs to identify crisis potentials that may arise from anywhere and anytime. Don’t underestimate the little things and opinions of a few people. Because in this digital age, an opinion from one person can spread and become the opinions of thousands of people in a matter of minutes. Below are several tips presented by Deputy Chairperson III BPP PERHUMAS to PR practitioners in order to be able to analyze crisis potentials and anticipate a crisis. Identify things that could cause a crisis By understanding stakeholders, finding out and evaluating public opinion, PR can formulate issues that have the potential to be a crisis. After that, draft the questions, answers, and solutions for each of these potential problems. Responsive to the public Other than paying attention to public opinion, also pay attention to public requests and desires. Show openness by giving access to the public to call the company’s contact person. PR as the front guard of the company communicator also needs to ensure that the public understands the vision and mission of the company. Identify the crisis level Crisis management needs to be done as effectively as possible. Meanwhile, different scales of crisis in the company cannot be handled in the same way. Then it needs to be ensured that every subsidiary has a good communication function. So as much as possible the crisis can be resolved in the smallest scope. Determine management priorities Focus on what needs to be said in the first hours since crises arise. To be more effective, appoint a spokesperson from the start. So, when a crisis occurs, information comes out of one door and there’s no misleading of information. Know and Control Yourself As a PR that is directly related to the crisis and the parties involved in the crisis, PR needs to develop self-control since early on. Find a strategy to hold back, be neutral, and not reactive in giving excessive responses. After a crisis occurred, Boy emphasized that PR must evaluate and document every step taken to overcome the crisis. This data can be used as a reference for formulating potential future crises or handling future crises. (den)    

BALI, PRINDONESIA.CO – According to Arif Mujahidin, Director of Communication of Danone Indonesia, the digital era has led to a number of transformations in the world of public relations (PR). One of them is online visibility that must be supported with offline visibility. In addition, communication that can no longer be done in one direction must contain dialogue and feedback. Then an approach through a comprehensive channel, the rise of online media, the number of digital activists and stakeholders, to the creation of digital content that has various forms and styles. In facing all of these transformations, continued Arif while speaking at the conference session of PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Tuesday (29/10/2019). PR was tasked with maintaining and gaining public trust by raising the company’s social value through storytelling. Arif also conveyed several strategies that have been carried out with his team to manage trust from the stakeholders. Such as: Stories about Sustainability “Sustainability is a good story,” said the man who previously worked as Head of Corporate Affairs in Sari Husada. He argued, if a company only focused on the product, it would be boring for sure. Therefore, Arif with his team focused on conveying the commitment that the products produced had a good impact on health and emphasized that the company did not damage the environment in conducting business. Trust in Human Relations Establishing good relationships with external parties such as influencer, blogger, vlogger, and journalist to give an in-depth understanding of the industry. When understanding has been established, these producers of information can avoid the hoax trap. Offer Experience To gain trust from the public, Danone has several programs that invite the public to go to the field to see directly the company’s activities both business and social. For example, a visit to the recycling centers, discussions with nutritionists, and media visits. Collaboration with Communities Danone Indonesia supports and is directly involved in community activities that are related to the company’s vision and mission. For example, participating in collecting and sorting plastic waste in the 2018 Asian Games venue with Indo Relawan Community, mountain cleaning with Trashbag Community, and participating in Jakarta Clean Up activity. Strengthen Social Media The rise of social media, assures us of the principle of content is king. However, to win the public trust in the digital realm, it’s not enough with the skill of PR alone. “It must be strengthened with scientific data,” he said. Like the work of Danone Indonesia in the health and nutrition world, hoaxes are widely circulating. “We deal with it by making official statements that actually do not come from us, but are supported by data from the association such as BPOM (Indonesian Food and Drug Monitoring Agency),” Arif said. According to him, there are many success factors to build trust. “What is important is that we as PR must build organic relations, trust with journalists and influencers. So that when a crisis occurred, the atmosphere remains conducive, can be handled well, and the company is able to maintain public trust. (den)

BALI, PRINDONESIA.CO – Elizabeth Goenawan Ananto, founder of International Public Relations Summit (IPRS), explained thoroughly at the PR INDONESIA Jamboree (JAMPIRO) #5 conference session in Bali on Wednesday (29/10/2019). First, that PR activities are currently focused on digital. “This is not entirely true,” said Elizabeth firmly. In fact, not all PR issues can be handled with digital solutions. “Digital is a must, but don’t just focus on digital, but PR as a strategic management function,” she added. Digital strategy has an effective role if intended for the public. Meanwhile, in several cases such as lobby, diplomacy, decisions, and high-level cooperation, face to face meetings remain important and necessary. Second, that in this digital era the role of PR is decreasing. According to Elizabeth, this statement is once again wrong. The reason is that PR is the main competence. PR is the one who determines the direction and strategy for utilizing digital technology. “Don’t let it go the other way,” said the founder of EGA briefings. Last, the role of content creators continues to increase. Elizabeth acknowledged this statement. “There is some truth to it, but we must not separate content creation from the entire PR work,” she advised. In fact, content creation must be one of the capabilities that every PR practitioner must-have. To break a number of these myths, PR needs to have knowledge and communication technology skills. According to Elizabeth, communication technology can be a tool so that PR is not just communication. But, as well as utilizing technology to conduct research and measure PR campaigns that are personal to the stakeholders. Digital Literacy The challenge for PR to do all of the things mentioned above is fundamental changes. One of them is the position of content digital which is currently very important. “The PR Key performance index now has shifted. It is no longer chasing news, but brands,” said Elizabeth. A brand becomes the character of the company that can’t be defined by words but with real actions. Digital literacy is one of the real actions that can be realized by PR in building a company brand or personal brand. How to do it? First, be careful when writing or saying something in the cyberspace, because everything we have ever uploaded will become digital footprints. Second, build trust by teaching something that we truly master. Third, convey what is really done by the company to build trust in the company. Finally, tell the truth transparently to win the public trust. (den)  

BALI, PRINDONESIA.CO – The digital era makes information circulate fast. This condition makes every person, including the company where we work felt like being supervised at all times. This situation certainly has an impact on credibility, reputation, and public trust. To respond to this, according to Elizabeth Goenawan Ananto, founder of the International Public Relations Summit (IPRS), PR needs to be more transparent and speak as it is. “Tell the truth, nothing but the truth,” she said while speaking at the conference session at the PR INDONESIA Jamboree (JAMPIRO) #5 in Bali on Wednesday (29/10/2019). If there is a concern that the truth will harm the company, public relations (PR) must ensure the company, what kind of truth is actually desired. Also, tell the risks that will be faced if the company does not provide an actual statement to the public. “It is true that PR must represent the company to speak, but actually the party that has to say is actually the company itself,” she said. Remember, Elizabeth said, reputation can be formed, but can be felt by the stakeholders. Meanwhile, it takes a long time to achieve the reputation. A good reputation will be destroyed if the company lies to the public even only once. (den)