Public relations and customer service: Employer perspectives of social media proficiency

Sutherland, Karen E.; Freberg, Karen; Driver, Cynthia R.; Khattab, Umi

doi:10.1016/j.pubrev.2020.101954

Cited by 23 publications

(15 citation statements)

References 32 publications

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“…Production of social media content, social media strategy, and social media analytics come next. This demonstrates that in Society 5.0, providing exceptional customer service is a sign of a company's success or failure (Sutherland et al, 2020).…”

Section: Excellent Servicementioning

confidence: 98%

Excellent Service and Public Relations Strategy of Pt. Ace Hardware in the Era of Society 5.0

Sibagariang¹,

Andrini²

2022

JHSSB

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This study aims to explain how excellent service for the implementation of the Public Relations function and Public Relations Strategy is carried out by the ACE Hardware company to customers in the Society 5.0 era. The methodology used is descriptive qualitative. Kotler and Keller theory is used to analyze PR Strategy which has seven (7) concepts as indicators; a) publication, b) sponsorship, c) event, d) talk, e) news media, f) identity, g) social activities, while the analysis of Excellent Service is taken from the Rangkuti theory which has three (3) concepts as indicators; a) developing services, b) meeting expectations, c) maintaining and maintaining customers facing the Society 5.0 era, in this case using the Omni Channel (an application launched as a form of digital transformation in increasing the convenience of consumers in shopping and accessing ACE Hardware products). The importance of the role of digital content is also considered because the high level of use of social media makes people closer to the online world. Data collection was carried out through an in-depth interview process with other supporters from literature reviews, literature, books, journals, the internet or those relevant to this research. Data analysis was carried out using a coading process (open coading, axial coading and selective coading). The results of the study show that ACE Hardware Company has implemented a PR strategy based on the theory of PR strategy and excellent service, by maximizing the use of omni-channels in the era of Society 5.0.

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Section: Excellent Servicementioning

confidence: 98%

Excellent Service and Public Relations Strategy of Pt. Ace Hardware in the Era of Society 5.0

Sibagariang¹,

Andrini²

2022

JHSSB

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“…Sebab perusahaan tidak mungkin berdiri tanpa adanya jalinan kerja sama dengan perusahaan lain. Karena itu, perusahaan harus menciptakan hubungan harmonis dengan publik khususnya, dan dengan masyarakat umumnya (Sutherland et al, 2020).…”

Section: Kerangka Teoriunclassified

Strategi Public Relations dalam Memulihkan Citra Perusahaan

Filayly

Ruliana

2022

parahita

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Kasus yang terjadi pada Asuransi Jiwasraya sangat berdampak khususnya industri pasar modal, PT AK merasakan adanya dampak kurang baik yang melekat pada citra perusahaan, disinilah seorang Public Relations dituntut memiliki keahlian, dan berinovasi dalam menyusun strategi Public Relations. Tujuan penelitian ini yaitu untuk mengetahui strategi Public Relations dalam memulihkan citra perusahaan. Konsep yang digunakan yaitu komunikasi, Public Relations, strategi Public Relations dengan menggunakan Model RACE dari Marston melalui empat fase penelitian, perencanaan dan tindakan, komunikasi, dan evaluasi. Pendekatan yang digunakan dalam penelitian ini adalah kualitatif dengan jenis penelitian deskriptif. Pengumpulan data dilakukan melalui tahap observasi partisipan, wawancara mendalam dengan key informan Bapak TA Direktur Utama dan informan pendukung yaitu Bapak WA Direktur Marketing. Teknik analisis data yang digunakan model Miles dan Huberman yaitu reduksi, displaya, dan verifikasi atau kesimpulan. Untuk kedalaman data digunakan triangulasi. Hasil penelitian menunjukkan strategi PR yang dilakukan dengan model RACE (dari Marston cukup mendukung penelitian ini namun belum bisa memulihkan citra perusahaan sepenuhnya sehingga diperlukan strategi komunikasi tterintegrasi oleh Public Relations officier PT AK.

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“…It is therefore good to see the fourth edition of a recent Australian textbook where, drawing on secondary sources, Sheehan (2014) identifies pre-Second World War PR activity and points to diverse twentieth-century campaigns, including social advocacy such as the Brotherhood of St Laurence' use of film to promote social issues. The most recently published Australian textbook (Sutherland et al , 2019) has a chapter that promises an historical approach, “Theorising Public Relations: An Historical Journey”, but it focuses primarily on the dominant paradigm, and engages with media scholars, rather than PR historians, and thereby fails to problematise the history of the field.…”

Section: Textbook Historiesmentioning

confidence: 99%

Problematising history in the public relations curriculum

Fitch

L'Etang

2020

CCIJ

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PurposeThe aim of this paper is to begin a conversation about historicising the public relations (PR) curriculum in universities.Design/methodology/approachThe paper discusses PR history and historiography to identify the underlying ideological and methodological influences. It considers scholarship on PR education, and the inclusion or, more often, the exclusion of history except where it serves to reinforce a narrative of steady, and apparently unproblematic, professional development. The paper reviews the presentation of history in textbooks and discusses the authors' experiences of teaching PR history. The paper concludes with a discussion of how the inclusion of history in the PR curriculum offers an important critical intervention in PR education.FindingsThe PR curriculum tends to meet industry expectations around practice and skills in order to develop students as future practitioners. But this paper argues that a more historical and historiographical understanding of PR can develop in students important skills in research, analysis and interpretation. It can also introduce students to working with ambiguity and alternate perspectives. Foregrounding new histories and challenging existing histories introduce students to richer and more complex understandings of PR. It also introduces students to epistemology and ethics, and therefore offers a way to introduce critical thinking into the curriculum.Originality/valueA more historical understanding of PR develops student skills in research, analysis and interpretation as well as critical thinking.

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Public relations and customer service: Employer perspectives of social media proficiency

Cited by 23 publications

References 32 publications

Excellent Service and Public Relations Strategy of Pt. Ace Hardware in the Era of Society 5.0

Excellent Service and Public Relations Strategy of Pt. Ace Hardware in the Era of Society 5.0

Strategi Public Relations dalam Memulihkan Citra Perusahaan

Problematising history in the public relations curriculum

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