Mis-information and Crisis Communication Management: a case study of a Community Organization Photo Picture during Palu Donggala Disaster

Abstract

. One risk that arise from cyber world is hoax. Although it is Ministry of Communication and Information Technology (Kominfo) responsibility, even the Ministry is not immune from crisis in the communication sector due to cyberspace risks. The purpose of this research is to discuss communication between Kominfo with mass media in an effort to convince the public. Case for this research is complications that occur in the community during a disaster in Palu Donggala, Sulawesi. This study uses a single narrative case study analysis method. The communication concept used in this research is mis-information. The results show that Kominfo needs to develop crisis procedures and protocols (before, during and after the crisis); risks map and crisis management systems need to be developed especially in the field of public relations. Another suggestion is that Kominfo can provide the right of correction to the media and ask the media to share it on their social platforms. The next recommendation is that the research need to measure the level of public trust in Kominfo and the image of Kominfo that is embedded in the community, related to the field of public relations. Press release can also cause disruption of information from a dis-information perspective for certain parties which can trigger a crisis in the organization, even though the intended meaning is limited mis-information. Mis-information can cause moral panic. Collective action manifested in threats through social media is triggered by reasons other than press releases and news. The results show how the spokesperson must act during the communication crisis and have a good sense of risk. Media relations are key when a crisis occurs.