THE ROLE OF STAKEHOLDERS IN HANDLING CRISIS COMMUNICATION OF PERTAMINA HULU ENERGI: A Situational Crisis Communication Perspective

doi:10.36782/jcs.v14i2.2585

THE ROLE OF STAKEHOLDERS IN HANDLING CRISIS COMMUNICATION OF PERTAMINA HULU ENERGI: A Situational Crisis Communication Perspective

Irene Oinike Simanjuntak, Mochammad Kresna Noer

Abstract

This article dissects the role of stakeholders in handling the oil spill crisis in Karawang, West Java, in 2019 by PT. Pertamina Hulu Energi - Offshore North West Java (PHE ONWJ). Using the Situational Crisis Communication Theory (SCCT) approach developed by Coombs and Holladay, this study posits that crisis communication responses can influence the perceptions and roles of various stakeholders. The research method is a qualitative case study, involving data collection through in-depth interviews with key informants, Pertamina Hulu Energi's corporate communication manager, and observation and analysis of related documents. The findings underscore the effectiveness of stakeholders in aiding the crisis communication managed by PHE ONWJ. A transparent, swift, and targeted response can enhance public trust, while a slow, less informative response tends to provoke public judgment. This study provides an essential contribution to understanding how companies can effectively manage crisis communication by maximizing the role of stakeholders. It also serves as a source of inspiration for other companies, offering valuable lessons on how to handle similar crises in the future.

To cite this article (7^th APA style):

Simanjuntak, I. O. & Noer, M. K. (2024). The role of stakeholders in handling crisis communication of Pertamina Hulu Energi: A situational crisis communication perspective. Journal Communication Spectrum: Capturing New Perspectives in Communication 14(2), 125-135. http://dx.doi.org/10.36782/jcs.v14i2.2585

Keywords

Communication; Media; Stakeholders;

References

Arvirianty, A. (2019, July 26). Pertamina Minta Maaf Soal Insiden Tumpahan Minyak Karawang. CNBC Indonesia. https://www.cnbcindonesia.com/news/20190726201908-4-87981/pertamina-minta-maaf-soal-insiden-tumpahan-minyak-karawang

Avery, E. J., Lariscy, R. W., Kim, S., & Hocke, T. (2010). A quantitative review of crisis communication research in public relations from 1991 to 2009. Public Relations Review, 36(2), 190â€“192.

Benoit, W. L. (1995). Accounts, excuses, and apologies: A theory of image restoration. Albany, NY: State University of New York Press.

Booth, S. A. (2000). How can organisations prepare for reputational crises? Journal of Contingencies and Crisis Management, 8(4), 197â€“207.

Bostrom, A., Joslyn, S., Pavia, R., Walker, A. H., Starbird, K., & Leschine, T. M. (2014). Methods for Communicating the Complexity and Uncertainty of Oil Spill Response Actions and Tradeoffs. Human and Ecological Risk Assessment: An International Journal, 21(3), 631â€“645. https://doi.org/10.1080/10807039.2014.947867

Cancel, A. E., Cameron, G. T., Sallot, L. M., & Mitrook, M. A. (1997). It depends: A contingency theory of accommodation in public relations. Journal of Public Relations Research, 9(1), 31â€“63.

Coombs, W. T. (1995). Choosing the right words: The development of guidelines for the selection of the â€œappropriateâ€ crisis response strategies. Management Communication Quarterly, 8, 447â€“476.

Coombs, W. T. (2007). Ongoing Crisis Communication: Planning, Managing, and Responding. SAGE Publications.

Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16, 165â€“186.

Deephouse, D. L. (2000). Media reputation as a strategic resource: An integration of mass communication and resource-based theories. Journal of Management, 26(6), 1091â€“1112.

Firdaus, Winda Rachmainda. â€œPolluter Pays Principle: Menyoal Tanggung Jawab PT Pertamina Hulu Energi Offshore North West Java (ONWJ) Atas Pencemaran Minyak Akibat Kebocoran Anjungan Lepas Di Laut Karawang.â€ Jurnal Hukum Lingkungan Indonesia, vol. 8, no. 1, 20 Apr. 2022, pp. 193â€“228, https://doi.org/10.38011/jhli.v8i1.363.

Grunig, J. E., & Repper, F. (1992). Strategic management, publics, and issues. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 117â€“157). Hillsdale, NJ: Lawrence Erlbaum Associates.

Heath, R. L. (1997). Strategic issues management: Organizations and public policy challenges. London: Sage.

Hutton, J. G., Goodman, M. B., Alexander, J. B., & Genest, C. M. (2001). Reputation management: The new face of corporate public relations? Public Relations Review, 27(3), 247â€“261.

Jaques, T. (2007). Issue management: An integrated, non-linear, relational construct. Public Relations Review, 33(2), 147â€“157.

Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the shadow of suspicion: The effects of apology vs. denial for repairing ability- vs. integrity-based trust violations. Journal of Applied Psychology, 89(1), 104â€“118.

Lerbinger, O. (2012). The Crisis Manager: Facing Disasters, Conflicts, and Failures. Routledge.

McCorkindale, T., & DiStaso, M. (2013). The power of social media and its influence on corporate reputation. In C. Carroll (Ed.), The handbook of communication and corporate reputation (pp. 497â€“512). Malden, MA: Wiley-Blackwell.

Medianti, U. S. (2019, August 22). Lestarikan Lingkungan, PHE ONWJ Tanam Bibit Mangrove di Karawang. Detiknews. https://news.detik.com/berita/d-4676349/lestarikan-lingkungan-phe-onwj-tanam-bibit-mangrove-di-karawang

Mitchell, R. K., Agle, B. R., & Wood, D. J. (1997). Toward a theory of stakeholder identification and salience: Defining the principle of who and...

Coombs, W. T. (2014). Applied crisis communication and crisis management. Thousand Oaks, CA: Sage Publications.

Carroll, A. B., & Buchholtz, A. K. (2014). Business and society: Ethics, sustainability, and stakeholder management. Stamford, CT: Cengage Learning.

Chang, Stephanie E., et al. â€œConsequences of Oil Spills: A Review and Framework for Informing Planning.â€ Ecology and Society, vol. 19, no. 2, 2014, https://doi.org/10.5751/es-06406-190226.

Beck, T. E., & Plowman, D. A. (2009). Experiencing rare and unusual events richly: The role of middle managers in animating and guiding organizational interpretation. Organization Science, 20(5), 909â€“924.tar Pustaka

Full Text: PDF en