Strategi Komunikasi Krisis dalam Membangun Citra Institusi Polri Pasca Kerusuhan September 2025

Nurman Surachman, Edison Bonartua Hutapea

Abstract


This study aims to examine crisis communication strategies in rebuilding the institutional image of the Indonesian National Police (POLRI) following the unrest at the Mako Brimob Kwitang detention facility during August–September 2025. The novelty of this research lies in its integrative analysis of managing physical crises (unrest) amid the escalation of structured digital disinformation, which demands a new response model for police public relations. This crisis triggered a sharp decline in public trust due to rapidly growing negative sentiments online. This research employed a qualitative approach using a case study method. Data were collected through in-depth interviews (POLRI public relations, media practitioners, and communication experts), digital observations, and media text analysis. The analysis applied Situational Crisis Communication Theory (SCCT) and Image Repair Theory. The specific findings reveal that POLRI's strategy fell into a defensive response due to a critical 6-hour information gap immediately after the incident. This "narrative vacuum" was instantly dominated by hoaxes on social media. Although POLRI utilized corrective action and damage reduction strategies, institutional ego-silos led to narrative inconsistencies among key actors. This study contributes theoretically by expanding the scope of SCCT regarding asymmetric digital warfare. 


Keywords


Crisis Communication; POLRI Image; SCCT; Image Restoration; Digital Disinformation

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References


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DOI: https://doi.org/10.32509/cyberpr.v6i1.7036

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