issues and crisis management

Do you agree or disagree that the crisis is perceptual? Give your opinion with examples of cases.

I agree that the crisis conceptual.

According to Kotler (Marketing Management, 1999); Perception is the process whereby a person doing the selection, organize, and interpret the information included in his mind into a big picture that memilliki meaning. Meanwhile, according Meider (Meider, 1958).The term perception is a process of one's activity in giving the impression, assessment, opinion, feel and interpret things based on the information presented from other sources (the perception).

A crisis is perceptual. The crisis is the perception of an event that is not unexpected (unpredictable events) that have the potential to threaten the sustainability of the support of stakeholders and at the same impact on the performance of the organization as well as produce negative outcomes. A crisis is the result of the perception of stakeholders or a thing. Stakeholders are individuals or groups who are victims of or affecting the organization (Bryson, 2004).

Through perception, one is able to recognize the life around him, namely the entire world consists of objects and human beings with all the events happened. Perception is a 'reality' for those concerned, but the reality may be perceived differently by each individual, by each member of different communities.

This perception will be forming opinions varied, this opinion is strongly associated with survival of a company. When opinion deteriorated, the company's presence may also decrease.Stakeholders who are not happy about some things about the company will perceive the company in a bad image. This can lead to crises such as the occurrence of proter, boycott, prosecution, or other type of confrontation.

A communication planner must be able to create maps of perception to see the growing opinion and public discourse. then adjust with the aim of solving the crisis. Mapping / analysis is taken of developments such as the trend of mentions, favorability rate of the media and opinion leaders in all issues raised by stakeholders, etc..

Case in point: recreational vehicle Wonderia, Semarang. Public perception was not happy about the venue. The place is less promising, parkiranny only just wide but the game as well as other facilities is not satisfactory. This bad perception makes the company's image was so bad that visitors were very small. The crisis of confidence that the company experienced a very visible and felt, not only for local people but also for people outside the city who was visiting Hyderabad.

Corporate Social Responsibility (CSR) is often used by companies to restore public confidence in the brand or corporate reputation. Give your opinion whether CSR effectively to restore the trust and support of stakeholders, consumers / public to the corporate brand or post-crisis? Use the literature to explain this argument with examples of relevant cases.

Corporate Social Responsibility (CSR) is defined as a strategy to minimize negative impacts and maximize positive impact on the stakeholders, is a representation of the private sector to support sustainable development and of good corporate citizenship.

CSR is not only a role in contributing to society but also have an important role for the company itself. CSR can create the image or reputation for the company and brand. In developed countries, has a lot of research that links between the patterns of purchase with a reputable brand. Some brands even have tried to position itself with social concerns such as The Body Shop and British Petroleum (BP).

I agree that CSR is an effective way to restore the confidence of stakeholders of a company's post-crisis. CSR was said to be effective when what had been previously by the company dirancanakan done well and correctly.

In essence, CSR can also help companies cope with crisis management. By involving the public directly in CSR activities, to create communities that can help companies overcome the crisis.CSR is an important consideration in how stakeholders think and act against the company.

When the crisis the company has reached to a stage so complicated, then CSR is no longer a corporate obligation, but to be a strategy developed by the company. This is because so much effort, time and funds expended for activities such as community development. Companies generally use CSR in accordance with the products issued, as the company certainly has the look of CSR in the environmental field.

Generally, CSR has been done by the company before a crisis occurs and CSR will be more incentive to a potential crisis when the crisis because the company would be promising something more to the community (so sue the company to realize it). When the crisis, CSR reporting is a more commonly used to show stakeholdar company that the company has a good attitude despite setbacks / crisis.

A case in point - such as the brand Tylenol poisoning case in the United States (U.S.) in 1982. At that time, Johnson & Johnson (J & J) pulled 31 million bottles of these products - worth 100 million dollars - from the market. Every effort is made by J & J like the opening track all forms of information, exchange of Tylenol, pegembalian money, etc.. Until now, J & J has a good reputation in the community and consumers quickly forget that one of their brand "had poisoned" the U.S. public. Slowly and surely J & J to restore confidence and improve their corporate image in the eyes of stakeholders. This case is an example of CSR which occur effectively.

Another example is the case of Entergy Companies by storms Katrina and Rita in New Orleas, the United States. When storms occur, flooding 80% of the city. Da generator systems were severely damaged electricity transmission facilities plus damage komunnikasi, fuel shortages, looting and rampant criminality that occurred in the disaster area. Entergy mobilizing 10,000 workers for the buffer back to serve customers within a week after the storm struck. At the end of the month, almost all customers have been successfully served again. CSR conducted by Entergy successfully demonstrated its ability in handling the crisis, also becoming stakeholders confidence improved.

Examples in Indonesia occurred at the company Lapindo. The company is not doing CSR function correctly, such as the replace all losses suffered by the people of Sidoarjo, etc.. Corporate image has been badly deteriorated due to the case when the absence of CSR is done, its credibility was questionable until now.These are examples of cases that do not use CSR with good and bad for the company itself.

Literature: Ongoing Crisis Communication. Coombs, Timothy.USA. 2007.

Media mapping is used by crisis management plans to obtain information related to the development of the crisis. Identification of media that can be used as a source to monitor public opinion related to the development of the crisis.

The media has a big hand in development issues and speculation in preaching. This can be seen from the speed of obtaining news and identify the cases, the ability to penetrate the investigation and related sources, and so forth.

The power of mass media in directing public opinion and choice of attitude in the modern era, believed to be far more powerful than direct campaign a president though. Although its influence in Indonesia is not as big in the developed countries, the media still spearheading the development of a positive image. No doubt the reason for the company to use the media as an intermediary to stakeholders.

"If you do not announce yourself bad news, the media will of the find someone Who Will say something, and That source will of not likely, know all the facts or properly Communicate your point of view" (Jeffrey A. Davis, Communications at Sawmill PR practitioners )

Communication crisis is closely linked to the role of mass media.The mass media is one of the main partner for the crisis communications team. Media is a party to publish a black and white facts on the ground as well as recent developments (update) the handling of the crisis. The media also presents a variety of feedback, the public reaction over the crisis and its handling.

Emergency situations, cases, and disasters can happen anytime and anywhere. To be able to anticipate and control the situation required a system that had been prepared previously, strtegy crisis communication. Credibility at stake in public companies.

Media Mapping

In a crisis, media mapping conducted to determine the progress in public opinion, especially the stakeholders concerned. This mapping will result in exposure clearly which parts should be controlled first, an opinion leader can be controlled.

Media first thing to note is the internet. Media is a social media whose influence is very fast and wide. Monitoring can be done via the web, forums, emails, blogs, social networks, and so forth.Through the internet to spread the news in a matter of seconds, and has considerable impact in because it is more personal. For instance the case of Pritchard and OMNI hospital, the case is more severe scrolling through the internet and to form large solidarity gathering 1000koin to Pritchard. Through the Internet, information can be rolled without can be limited. Companies must memonitorinya and have strategies to work around this.

Mass media (television, radio, cable TV and print media), especially the print media. The newspaper is one of the print media that influence public opinion. What was reported in newspapers to influence public opinion. Journalists in the newspaper also need monitored, because they can become opinion leaders in an issue. The same thing happens in the print media magazines and tabloids, especially in community magazines, magazines are related to the company (eg, news in the Marketing Mix magazine for-profit company.) In the TV media, the company can monitor the news on tv.