STRATEGI MANAJEMEN KRISIS PUBLIC RELATIONS DALAM MENINGKATKAN PENGGUNA JASA PT POS INDONESIA PERSERO [Studi Kasus pada PT Pos Indonesia Persero Cabang Pelaihari]

Abstract

The purpose of this study are (1) to find out the crisis management strategy of public relations are
applied to improving customers PT Pos Indonesia (Persero) of Pelaihari and (2) Crisis management steps of
public relations are applied to improving customers PT Pos Indonesia (Persero) of Pelaihari. The method used
in this study is a qualitative research method with a descriptive type of research. Data collection methods used
are interview, observation and documentation. The key informant of the research Public Relations PT Pos
Indonesia Persero Pelaihari. Data validation techniques source triangulation techniques and method
triangulation. The results showed is crisis management strategy of public relations used Public Relations PT
Pos Indonesia Persero Pelaihari to improving customers is the company corrected mistakes with apologize for
custumers and didn’t repeat mistakes. From the 5 crisis manajemen steps used PT Pos Indonesia Persero
Pelaihari to supporting the crisis management strategy. The steps is (1) Give a response to the public, (2) Give
honest information, (3) Companies might be informative, (4) Care for the public, and (5) Maintain good
relations. Strategy and steps taken by PT Pos Indonesia Persero Pelaihari and able to improving the customers.