Public Relations Strategy of PDAM Tirtawening in Responding to Consumer Complaints through Social Media (Twitter)
Strategi Public Relations PDAM Tirtawening Dalam Menanggapi Pengaduan Konsumen Melalui Media Sosial (Twitter)
DOI:
https://doi.org/10.21070/kanal.v9i2.1043Keywords:
Public Relations, Social Media, Covid-19Abstract
The purpose of this study is to find out how PDAM Tirtawening's public relations strategy in responding to consumer complaints during the Covid-19 pandemic. After the Covid-19 pandemic, there were many changes ranging from social changes, community behavior actions, to changes in public services, especially in Pdam Tirtawening Bandung. This study uses descriptive studies with a skin-skinned approach. Data collection techniques in this study are observations, in-depth interviews with informants that have been determined by researchers consisting of 3 informants. Based on system theory by defining problems, planning and programming, communicating, evaluating this study found the fact that PDAM Tirtawening's Public Relations strategy during the Covid-19 pandemic is still receiving complaints, although the complaint is only submitted through social media twitter therefore PDAM Tirtawening strives as quickly as possible to respond to complaints and problems.
References
Ambarwati, K. (2009). Peran Dan Strategi Public Relations Dalam Membangun Citra. Skripsi. Universitas Islam Negeri Sunan Kalijaga Yogyakarta.
Damayanti, E. T. (2014). Pemanfaatan Twitter Sebagai Media Information Sharing di Perpustakaan. Skripsi. Universitas Airlangga.
Deavani, Bayu K. (2019), Strategi Public Relations dalam Pengelolaan Media Sosial PT. Kereta Api Indonesia. Skripsi. Bandung: Universitas Pasundan.
Kriyantono, Rachmat. (2014). Teori Public Relations. In Public Relations Perspektif Barat & Lokal. Jakarta: Kencana.
Indri, A. (2012). Strategi Komunikasi Humas PT.PLN. Universitas Kristen Petra Surabaya.
Peraturan Walikota. (2020). Pelaksanaan Pembatasan Sosial Berskala Besar Dalam Penanganan Corona Virus 2019.
Setyani, Nomorvia Ika. (2013). Pengguna Media Sosial Sebagai Sarana Komunikasi Bagi Komunitas. Jurnal Komunikasi, (online). Surakarta. Universitas Sebelas Maret.2013. https://abdulkaharkimia.files.wordpr ess.com/2013/12/jurnal-novia-ika.pdf
Sugiyono. (2007). Metode Penelitian Kualitatif dan R&D. Bandung: Alfabeta.
Uchjana, Onong, E. (2009). Humas Relations & Public Relations. Bandung: CV. Mandar Maju.
