Maulina Pia Wulandari, Samantha Bella Puri Bahesa, Ivan Bima Wachid, *Mohamad-Noor Salehhudin Sharipudin, Siti Dahlia

Abstract:

The study analyses the timing and characteristics of the Indonesian National Police (POLRI)’s initial crisis response after the Kanjuruhan Stadium incident in October 2022 and the effects of these measures on public trust. The study aims to assess the efficacy of POLRI’s communication in the initial seven days of the crisis and to determine how strategic shifts, namely from defensive to conciliatory tactics, influenced public opinions. The study employed a descriptive qualitative methodology, incorporating content analysis of official statements and news reports along with document analysis of survey data and public documents. Thematic coding was used to classify POLRI’s replies into defensive techniques (e.g., denial, rationalisation, blame-shifting) and accommodating methods (e.g., apologies, corrective measures, and expression of concern). The study’s findings indicate that POLRI initially postponed communication and employed defensive tactics, including denial of accountability and ascribing blame to external elements such as stadium infrastructure and spectator conduct.

Keywords: Crisis communication, initial crisis response, Kanjuruhan tragedy, public trust, timing