ICHSAN, MUHAMMAD FADLAN (2026) IMPLEMENTASI KOMUNIKASI ORGANISASI DALAM MENGATASI KRISIS KEPERCAYAAN PUBLIK PADA KINERJA APARATUR SIPIL NEGARA (Studi Kasus Pada Biro Humas Kementerian Ketenagakerjaan Republik Indonesia). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
A crisis of public trust in the performance of the Civil Service (ASN) poses a challenge for government agencies in maintaining the organisation’s reputation and legitimacy. This situation calls for communication management capable of linking internal coordination with the dissemination of information to the public, as exemplified by the role of the Public Relations Bureau of the Secretariat-General of the Ministry of Manpower of the Republic of Indonesia in managing organisational communication. This study aims to analyse the implementation of organisational communication in addressing the crisis of public trust in the performance of the Civil Service. The research employs a constructivist paradigm with a qualitative approach and a case study method. Data were collected through interviews, observations and documentation involving three key informants and two additional informants, and were subsequently analysed using the Miles & Huberman model with source triangulation. The study drew upon Organisational Communication Theories, Image Restoration Theory and the concept of Government Public Relations. The findings indicate that organisational communication operates through vertical, horizontal and cross-unit patterns, serving informative, regulatory, persuasive and integrative functions. From a Government Public Relations perspective, the Public Relations Bureau plays a role in conveying information on policies and performance transparently through publications and digital channels, thereby strengthening public access to information. Corrective action and bolstering strategies are consistently employed in managing crises. This study concludes that the integration of internal and external communication plays a crucial role in strengthening the public image and public trust in the Ministry of Manpower of the Republic of Indonesia. Keywords: organisational communication, public trust crisis, civil servants, Government Public Relations, Image Restoration Theory Krisis kepercayaan publik terhadap kinerja Aparatur Sipil Negara (ASN) menjadi tantangan bagi instansi pemerintah dalam menjaga reputasi dan legitimasi organisasi. Kondisi tersebut menuntut pengelolaan komunikasi yang mampu menghubungkan koordinasi internal dengan penyampaian informasi kepada publik, sebagaimana peran Biro Hubungan Masyarakat Sekretariat Jenderal Kementerian Ketenagakerjaan Republik Indonesia dalam mengelola komunikasi organisasi. Penelitian ini bertujuan menganalisis implementasi komunikasi organisasi dalam mengatasi krisis kepercayaan publik terhadap kinerja ASN. Penelitian menggunakan paradigma konstruktivis dengan pendekatan kualitatif dan metode studi kasus. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi terhadap tiga informan kunci serta dua informan tambahan, kemudian dianalisis menggunakan model Miles & Huberman dengan triangulasi sumber. Penelitian menggunakan Organizational Communication Theories, Image Restoration Theory, dan konsep Government Public Relations. Hasil penelitian menunjukkan komunikasi organisasi berjalan melalui pola vertikal, horizontal, dan lintas unit dengan fungsi informatif, regulatif, persuasif, dan integratif. Dalam perspektif Government Public Relations, Biro Humas berperan menyampaikan informasi kebijakan dan kinerja secara transparan melalui media publikasi dan kanal digital, sehingga memperkuat keterbukaan informasi publik. Strategi corrective action dan bolstering digunakan secara konsisten dalam menghadapi krisis. Penelitian ini menyimpulkan bahwa integrasi komunikasi internal dan eksternal berperan penting dalam memperkuat citra dan kepercayaan publik terhadap Kementerian Ketenagakerjaan Republik Indonesia. Kata Kunci: komunikasi organisasi, krisis kepercayaan publik, ASN, Government Public Relations, Image Restoration Theory.
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