Crisis Communication “Transparency And Corporate Reputation Recovery: A Conceptual Analysis Of The Indonesian Sharia Bank Cyber Attack Case”

Abstract

This study aims to develop a conceptual framework on the role of communication transparency in corporate reputation recovery within the context of cyber crises, using the case of Bank Syariah Indonesia as an illustrative example. Digital transformation has increased organizational dependence on information technology systems, making cyber crises more complex and impactful not only on operations but also on public trust and corporate reputation. This research adopts a qualitative library research approach by synthesizing literature on crisis communication, organizational transparency, and corporate reputation to examine the relationship between transparency, trust, and reputation recovery. The findings indicate that transparency plays a crucial role in shaping public trust, which subsequently influences reputation recovery; however, it must be implemented as a strategic and gradual process rather than absolute openness. The study also identifies key challenges, including the dilemma between speed and accuracy of information, as well as the risks of under- and over-transparency, while emphasizing the importance of message consistency and communication timing. As a contribution, this study proposes a conceptual model (Transparency → Trust → Reputation Recovery) that positions trust as a mediating variable, highlighting that effective reputation recovery depends not only on openness but also on the organization’s ability to manage uncertainty and maintain consistent communication in a dynamic digital environment.