Crisis Communication Mitigation in Social Media: KlikBCA Phishing Case on Instagram

This study examines Crisis Communication Mitigation in Social Media, focusing on BCA's response to a phishing crisis on Instagram. Analyzing BCA's Instagram posts addressing the phishing issue reveals key communication strategies. The research emphasizes the importance of utilizing various content formats, maintaining message consistency, and ensuring transparency in crisis communication on social media. By aligning empirical data with theoretical frameworks, the study contributes to advancing crisis communication research. It highlights BCA's efforts to address stakeholder concerns, minimize negative impacts, and uphold trust through effective crisis communication strategies. BCA's crisis communication strategy on Instagram serves as a model for organizations facing similar challenges, emphasizing the significance of engaging visuals, informative content, and timely messaging for efficient crisis management and stakeholder trust maintenance.