Crisis Communication in Public Institutions: Unveiling Media Framing and Adaptive Organizational Responses

Silva Aresta Wulandari; Lasria Sinambela; Iwan Armawan; Yustina Sherly

doi:10.63922/ijevss.v5i03.5147

Silva Aresta Wulandari Department of Communication Science, Universitas Mpu Tantular, Jakarta, Indonesia
Lasria Sinambela Department of Communication Science, Universitas Mpu Tantular, Jakarta, Indonesia
Iwan Armawan Department of Communication Science, Universitas Mpu Tantular, Jakarta, Indonesia
Yustina Sherly Department of Communication Science, Universitas Mpu Tantular, Jakarta, Indonesia

DOI: https://doi.org/10.63922/ijevss.v5i03.5147

Keywords: Adaptive Communication, Crisis Communication, Media Framing, Organizational Response, Public Trust

Abstract

This study investigates how public institutions manage crisis communication, focusing on the interaction between media framing and institutional responses. Utilizing a mixed-method design, the research integrates quantitative content analysis of 142 official crisis messages and 612 media reports with qualitative insights from interviews with communication officers. The study examines the types of media frames—responsibility, human interest, conflict, and economic consequence—and evaluates how official messages align with these frames. Results indicate that responsibility frames dominated media coverage, influencing institutions to issue corrective and empathetic messages, while alignment between institutional responses and media frames was only partial (30.3% fully aligned). Analysis reveals that gaps in alignment can affect public trust and perception of institutional competence, emphasizing the need for adaptive, responsive messaging strategies. The study also highlights the role of feedback loops, where media coverage informs institutional adjustments over the course of the crisis, demonstrating continuous learning and dynamic adaptation. The integration of quantitative and qualitative data allows for a comprehensive understanding of crisis communication effectiveness, identifying actionable insights for improving message clarity, alignment, and public engagement. This research contributes to theory by extending crisis communication frameworks to incorporate media-influenced adaptation mechanisms and provides practical guidance for public institutions seeking to enhance transparency, credibility, and trust during high-stakes events.

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