Open AccessPublic Relations Strategy of PDAM Tirtawening in Responding to Consumer Complaints through Social Media (Twitter)
Author(s) -
Anisa Nurul Hasanah,
Elsa Yuniarti,
Dasrun Hidayat
Publication year - 2021
Publication title -
kanal/kanal: jurnal ilmu komunikasi
Language(s) - English
Resource type - Journals
eISSN - 2541-2841
pISSN - 2302-6790
DOI - 10.21070/kanal.v9i2.1043
Subject(s) - social media , covid-19 , pandemic , public relations , data collection , complaint , psychology , business , sociology , political science , medicine , social science , disease , pathology , infectious disease (medical specialty) , law
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.