Identifying Golden Time in Responding to a Communication Crisis Through Media Intelligence Monitoring Tools

Social media has increased interaction and communication between communities and government institutions and allowed the identification of potential crises and negative publicity through media listening tools. Effective applications like Kurasi and media monitoring tools have been proven to help identify and mitigate potential crises in both traditional and social media, empowering local governance to prepare and execute communication strategies that are timely and effective. The Lampung Provincial Government has recently faced significant criticism on social media platforms and in various news outlets. The government must respond promptly and precisely to this feedback to prevent potential communication crises. Utilizing media analysis tools, such as Kurasi, the Public Relations team can evaluate the data and develop effective communication strategies to manage this situation. In doing so, they can mitigate any negative impact stemming from the criticism and maintain a favorable public image for the government. Our research employed qualitative methodologies to gather data. We used media monitoring procedures and data analytics tools to collect data across various social media platforms, online news portals, national print media, and television news broadcasts. The qualitative analysis stemmed from the media data analysis, offering valuable insights and explanations to understand crisis communication. This approach enabled us to comprehensively grasp the situation and develop effective communication strategies to address potential concerns. Keywords: Crisis communication, media intelligence, media monitoring, crisis response, data analytics.