Analysis Crisis Management Big Brother

Muhammad Arhan
Management Crisis

Why did the event happen? What was the cause triggering the event?

The case began when one of the participants of the tv footage of Big Brother called Shilpa Shetty was called “India” by serumahnya because it found it difficult to pronounce his name. After the episode ended, Ofcom received more than 200 complaints from viewers because it contains elements of racist intimidation by participants of Big Brother. But Channel 4 shook off the incident as a “feminine rivalry.” The number of complaints complaints increased to 8,000. Tessa Jowell, the Culture Secretary, described the incident as a racism presented to be entertainment. But Channel 4 insisted that the existence of cultural differences and is rooted in the class participants and denied the racist incident. Even the producers of Big Brother, Endemol, also dismissed the accusations of racism. Within 3 days the number of complaints increased to nearly This is done after the episode ends. These issues are then making the Channel 4 Big Brother program and got the impression that was not good from the mass media at headline news. On the condition that companies or organisations may be called crisis. The crisis is a critical period related to an event that is likely to influence negatively to the company or organization (Kriyantono, 2012, p. 173). Meanwhile, a trigger of this event is the Channel 4 did not want to acknowledge a mistake and still denies even though the public is deliver a complaint against racist intimidation. They also do not evaluate their own performance. The purpose of the evaluation and analysis of the issues that were found to be true, the issue is knowing the cause, and from which source. This analysis reinforced with Prosis research aimed at identifying opinions opinion leaders or influential figures in the community about the issue that occurs (Kriyantono, 2012).

Types and stages of Issue

If it is associated with the stages of the issue, according to Regester Larkin (2008) & case of Celebrity Big Brother 2007 can be categorized into several stages, among other issues:
1. Stage of origin (potential stage).
At this stage, a person or group of people expressing his concern on the issue and give opinions. In the case of Celebrity Big Brother 2007, the first stage is marked by the start of more than 200 complaints from viewers who received by Ofcom at the end of episodes of Big Brother. This was followed by various complaints increased to 8000 as well as Cultural Secretary, Tessa Jowell, described the incident as a racism presented to be entertainment. In the end within 3 days the number of complaints increased to nearly 20,000.

2. mediation and amplifying Stages (imminent stage/emerging)
At this stage, the issue is growing because those issues have had public support, that is, there is a group of people who support each other and give attention to those issues. In the case of Celebrity Big Brother 2007, not found the mediation and amplifying.

3. Stage of organization (current stage and critical stage).
Called the Organization, because at this stage the public have started to organise themselves and form networks. At the current stage, the issues become more popular because of the mass media speak repeatedly with high escalation. This stage occurs when various media to spread about a calculation such as Channel 4 ‘s Daily Express headline writing “C4 Desperate Defending” extra cash “”, while The Times says “the Channel 4 had either been were criminally complicit in promoting racial bullying to boost ratings, or worse, cynically contrived a cast list to elicit a row”. While at the critical stage, occurs when the public began to split into two groups, agreed and opposed. In this case the phases critical stage took place on May 27, 2007 in which the watchdog said that Channel 4 had made a ‘ serious editorial misjudgements “.

4. Stage of resolution (dormant stage).
At this stage, basically the company can resolve the issue by either at least, the public is satisfied because the questions surrounding the issue “can be missed”, news media began to decline, so that the issues are assumed to have expired. In the case of Celebrity Big Brother, this stage occurs when the Channel 4 and Edomol apologize and accept rules from Ofcom. Channel 4 will also be conducting a review that includes: appointment editor and launch a program that is true; introducing the new policy in writing and explain how the actions and language of an attack; employee welfare and appointed a senior one of his duties was to observe and advise the housmates manufacturer. Meanwhile, Keith Vaz MP called by Andy Duncan to apologise to Shilpa Shett

Types and stages of Crisis

According to Coombs, Devlin, Smudde (cited in Kriyantono, 2012, p. 178) in general the crisis evolves through three stages. These stages include:

1. pre crisis Stage (pre-crisis)
Pre crisis stage occurs when the situation is seriously starting to appear and the Organization noticed. At this stage, both the employee and the Organization member of management has knowing the signs of impending crisis. In this case the pre crisis stage occurs when the public gives a complaint against racist intimidation.

2. Stages of crisis (acute crisis)
The crisis stage (acute crisis) happens when the situation can not be dimanajemen by the Organization so that the situation of widespread outside of your organization. In the case of this stage occurs when the Channel 4 did not want to acknowledge a mistake and still denies even though the public is deliver a complaint against racist intimidation.
3. Stage (post-crisis)
Occurs when the crisis already accumulated and organizations working to defend his image. At this time the organization is attempting to remedy any consequences caused the crisis (recovery). This stage occurs when the Channel 4 will also be conducting a review that includes: appointment editor and launch a program that is true; introducing the new policy in writing and explain how the actions and language of an attack; employee welfare and appointed a senior one of his duties was to observe and advise the housmates manufacturer.



1. Channel 4 Big Brother program and did not apply the principle of the worst case-scenario possible. Whereas it is becoming one of the keys to success in handling the crisis, in fact the Channel 4 covering up mistakes and make a defence.
2. Channel 4 Big Brother program and did not make a response quickly and responds, as evidenced when complaints from the audience the Channel 4 did not handle well, but denied allegations of intimidation would be racist.
3. Channel 4 Big Brother program and not principled saved the public interest. This is evident when the number of complaints addressed to the Channel 4, thus causing the cases become flooded intersections.
4. Channel 4 Big Brother program and has no plans for a communication crisis. This is evident when the CEO of Channel 4, Andy Duncan, meet the press and sponsors with a casual dress. He even just read sentence by sentence and give the impression that he was afraid if it does not comply with the script. Andu Duncan is not very behaviour expected by the sponsor. And in the end the media give the impression is not good on the Channel 4 Big Brother program and on headline news.

Harrison, k. (2008). Strategic Public Relations: A practical guide to success (5ed). Perth: Century Consulting Group.

Kriyantono, r. (2012). Public relations crisis management: & Approach critical public relations qualitative critical ethnographic &. Jakarta: Prenada Media Group.

Nova, f. (2002). Crisis: Public relations. Jakarta: Eagle Press.

Resisted, M & Larkin, J. (2008). Risk Issues and Crisis Management in Public Relations: A Casebook of Best Practice. London: Kogan Page.



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Arla Product Boycott In The Middle East Analysis







(Source: Regester & Larkin, 2008)

Arla Foods is a cooperative based in Århus, Denmark, and the largest producer of dairy products in Scandinavia. It is owned by 11,000 Danish and Swedish farmers. The company has a large presence in the Middle East, with annual sales there of US$480 million. On 30 September 2005, Danish newspaper Jyllands-Posten published 12 editorial cartoons that depicted the prophet Muhammad. Besides depicting the prophet – which is blasphemy to Muslims – the cartoons were considered by many to be Islamophobic and racist. The newspaper said the cartoons were an attempt to contribute to the debate regarding criticism of Islam and self-censorship. Between October 2005 and February 2006, the cartoons were reprinted in several major European newspapers in Norway, the Netherlands, Germany, Belgium and France. This led to protests from Muslims across the world. Protest action included: setting fire to the Norwegian and Danish embassies in Damascus and Beirut; attacks on the Danish embassy in Tehran; and gunmen storming an EU building in Gaza City demanding an apology from Denmark and Norway.

Soon after the widespread publication of the cartoons, ambassadors from Muslim-majority countries requested a meeting with the Danish prime minister, Anders Fogh Rasmussen, to discuss the publications and perceived wider mistreatment of Muslims in Denmark. The Danish government declined the meeting, saying it could not influence the press. In his New Year speech, the prime minister chose not to apologize, but instead spoke of sensitivities when exercising free speech. On 20 January 2006, Saudi Arabian political and religious figures called for a boycott of Danish products. Arla responded by placing advertisements in Saudi newspapers distancing itself from the cartoons. Arla told the offending newspaper, Jyllands-Posten: ‘We fear that we will be hit by a wave of consumer anger.’ The company also decided to put full-page advertisements in Saudi newspapers showing the official Danish stance on Islam. But Arla later admitted this action had not helped.

On 27 January, the Confederation of Danish Industries appealed to Jyllands-Posten to print an apology for having commissioned the drawings, which they did on 31 January. The newspaper published two open letters on its website: one from the newspaper itself apologizing for the offence caused to Muslims; and the other from the artist who had depicted Muhammad with a bomb in his turban, justifying his cartoon. The prime minister welcomed the apology, but said: ‘The Danish government cannot apologize on behalf of a Danish newspaper… independent media are not edited by the government.’ Meanwhile, Swiss giant Nestlé admitted to advertising in a Saudi paper telling consumers that two of the products it sold in the region were not of Danish origin. The company denied it was an ‘anti-Danish’ measure and justified the advert by saying it had achieved its purpose, with Nestlé sales normalizing.

At the end of January, Arla said the boycott of Danish products in the Middle East was almost total and that all its customers in the region had cancelled their orders. This resulted in 100 lay-offs. Arla said: ‘We have found ourselves in the middle of a game we have no part in.’ It added that it was very difficult to get this particular message across to its Muslim customers. ‘We have taken 40 years to build up a very big business in the Middle East, and we’ve seen it come to a complete stop in five days.’ January also saw an attack on two Arla employees, and in February Arla said the boycott was costing the company £1 million per day.


On 1 March, Arla estimated the cost of the boycott would amount to US$64 million. But it reaffirmed its commitment to the Middle East: ‘Even if the situation looks very difficult, we believe that Arla has a future in the Middle East.’ Later that month, Arla began remarketing in the Middle East with full-page advertisements in 25 Arab newspapers. At the beginning of April, Arla products were beginning to be put back on the shelves of stores in the Middle East. It also said it would be sponsoring humanitarian causes in the region. However, it said: ‘While we may be seeing a slow lifting of the boycott by retailers, it remains to be seen whether customers will in fact buy our products.’ By August, sales had returned to pre-boycott levels in most Gulf states with the exception of Saudi Arabia (Arla’s largest market in the region). Arla’s chairman, Knud Erik Jensen, said: ‘With regard to the Middle East, the outcome has been slightly worse than expected last spring’.


The crisis began when a Danish daily newspaper, Jyllands-Posten publishes 12 cartoons depicting the Prophet Muhammad that sparked outrage across the Muslim world because of the cartoons contain content slanders against Prophet Muhammad SAW and suspected as a means hatred of Islam.

Publication 12 illustrated cartoons of the Prophet Muhammad by the Jyllands-Posten then reprinted by several other European print media such as Germany, France, Netherlands, Norway, and Belgium is the trigger of the crisis in the Middle East Product Arla. In addition, the attitude of the Prime Minister of Denmark who canceled a meeting with representatives of a number of Muslims led to Middle Eastern societies offended that vent their frustration by doing a boycott of all Danish products one of which is the ARLAV products.

Regester and Larkin (2008) cited by Kriyantono (2012) says that there are five stages of the issue or issues of life-cycle in the case of a product boycott Arla:

a. Stages of Origin
At this stage a person or a group expressed concern on the issue and provide an opinion. They perform certain actions relating to issues that are considered important.
In case of publication of cartoons depicting the Prophet Muhammad by the Danish news letter resulted in the emergence of a variety of public opinion particularly strong criticism of the Islam because it contains elements of SARA. The Prelate in the Islamic countries demanded the Danish government to apologize to Muslims, but Denmark has chosen not to apologize. And in the end, the Islamic government boycot all products originating from Denmark, one of the products that Arla. At this stage, the issues that have appeared on the surface can not be has managed well by the government of Denmark. If this issue is not handled properly it soon will be immense potential to become a crisis.

b. Stages of Mediation and Amplification)
At this stage, the issue developed because these issues have had public support, that there are other groups of mutual support and attention. In the case of Arla, which at the time after the publication of the protests spread in various countries, then demand ambassadors from various countries are majority Muslim community has called for a meeting with the minister of Denmark, but was rejected and no apology.

c. Stages Of Organization
In this stage, it is clear that the public or particular groups have organized their strength at the current stage of the stage to take action against Arla products from Denmark, which is a product for sale in the community\

d. Stages  of Resolution
In this stage, Organizations can overcome the issue properly so that the news media began to decline, public attention is also decreased, so that issue is assumed to have ended until someone brought back with new ideas and issues that turned out to have a previous relationship. Arla is in the Saar they re memarketting Arla food by issuing 25 new listings in Saudi Arabia, which not long made a name ARLA back.

Less precise, because Arla own party should establish a crisis management team to anticipate crises that occur suddenly at Arla products, whether it occurs because the life of Arla’s own or external factors. So, when there is a crisis, the crisis management team was able to prepare everything to overcome the crisis that Arla should not suffer losses as the crisis because of the boycott Muslims


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Mengapa Kita Membenci Hari Senin ?



Entah sejak kapan, Senin identik dengan hal buruk. Banyak orang mengeluhkannya bahkan saat Senin belum datang. Tidak sedikit orang yang saya ikuti di Twitter menuliskan kebencian mereka mengingat Minggu segera berakhir di mikroblog yang lebih mirip iklan baris belakangan ini. Siapa yang iseng pertama kali membenci Senin? Apakah seorang pengangguran yang baru ditinggal kekasihnya pada Senin pagi dan lebih memilih diam di kamar seharian ketimbang mencari pekerjaan tetap yang akan memberinya penghasilan untuk menambah nilai tawar saat mengajak mantan kekasihnya balikan pada kemudian hari?

Saya sempat menaruh curiga kepada Bob Geldof, vokalis band Irlandia, The Boomtown Rats, yang menciptakan lagu I Don’t Like Mondays pada 1979. Tapi, anak band mana yang membenci hari Senin? Mereka tidak harus bangun lebih awal pada Senin pagi karena takut terlambat upacara atau takut dipotong gajinya jika terlambat sampai kantor. Apa? Saya salah? Saya kan bukan anak band!

Sama seperti kebanyakan kelas menengah lain, saya terkadang malas mencari tahu lebih jauh perihal yang sekiranya tidak menguntungkan atau tidak menarik bagi saya. Daripada membuang waktu mencari tahu asal mula orang-orang membenci Senin, bukankah lebih penting memikirkan apa yang retweetable untuk di-twitdemi mendulang follower demi kenaikan tarif buzzing? Komplotan buzzer pemula pasti akan menjawab ya—di dalam hati. (Yang belum tahu apa itu buzzer, silakan cari tahu dengan jarimu—red: googling)

Oke, lupakan alinea sebelum ini dan biarkan saya fokus pada praduga tentang mengapa Senin menjadi hari yang paling dibenci dalam seminggu. Praduga saya mengatakan, inilah beberapa alasan mereka membenci Senin yang tak jelas wujudnya.

Macet. Senin lagi, macet lagi. Begitulah pengetahuan umum yang ada. Banyak orang mengeluhkan kemacetan lalu lintas di akun-akun media sosialnya sembari duduk dalam mobil yang sejuk sekali. Sendirian. Mereka tak sadar bahwa mereka adalah salah satu faktor penyebab apa yang mereka keluhkan. Saya bilang begitu bukan lantas pengendara motor bebas tuduhan. Berapa kali anda menemui pengendara motor mengebut di jalanan? Ratusan? Lebih! Mereka lupa bahwa mengendarai motor ugal-ugalan dan menyalahi rambu lalu lintas dapat menyebabkan kecelakaan dan kecelakaan lalu lintas dapat menimbulkan kemacetan.

Kerja. Senin sama dengan kerja (lagi). Lembar-lembar kerja siap menyapa setiap Senin pagi seolah minta segera diselesaikan. Seringnya bertumpuk-tumpuk. Mengapa menumpuk? Mungkin karena anda terlalu terburu-buru pada hari Jumat. Terburu-buru menyambut akhir pekan dan dengan semringahnya berujar “Thank God it’s Friday!” Saking tak sabarnya ingin berakhirnya pekan, tidak sedikit yang memilih menunda pekerjaannya—yang tentu akan menumpuk pada hari Senin yang akan disalahkan.

Sebentar, apa jangan-jangan bukan Senin yang anda benci melainkan atasan anda yang otoriter sementara anda terlalu takut kehilangan pekerjaan jika menentangnya? Atau anda membenci Senin karena harus pergi ke kantor dan mau tidak mau bertemu dengan rekan kerja yang lebih menarik dari anda—yang bisa dengan mudahnya mengambil hati atasan padahal kerjanya tidak becus?

Well, I guess you don’t really hate Monday. You hate your life.

Alih-alih membenci Senin, saya lebih benci Sabtu. Banyak resepsi pernikahan dan acara seremonial lainnya digelar pada hari Sabtu. Orang-orang akan berkumpul dengan penampilan terbaiknya. Juga tidak lupa mengenakan senyum terbaiknya yang sulit ditakar tulus atau tidaknya. Mereka berkumpul, berpesta, lalu pulang untuk dilupakan dan mengulainya lagi pekan depan.

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Panduan Selfie untuk Laki-Laki



Laki-laki sebaiknya tidak usah melakukan selfie. Itu pendapat kami.

Bagaimana pendapat, Anda?

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Tolong Matikan Ponsel Sebentar



Kapan terakhir kali Anda merasakan nikmatnya berbincang dan bermain bersama teman-teman; menyantap menu terbaik bersama keluarga; bersenda gurau bersama pasangan tanpa harus diganggu aneka macam notifikasi dari ponsel pintar Anda? Merasa kesulitan mengingatnya? Tenang, Anda tidak sendirian karena saya juga merasakan hal itu.

Terkadang. saya merasa sebal kalau sedang mengobrol bersama teman lalu sang teman tiba-tiba mengeluarkan ponselnya untuk membalas komentar status di media sosialnya. Saya bisa memaklumi kalau lawan bicara saya itu mengeluarkan ponsel untuk merespon hal yang benar-benar penting seperti panggilan darurat dari kantor atau sesuatu yang penting dari keluarga di rumah. Kalau sekadar untuk membalas komentar seputar foto makanan yang diunggah di media sosial, saya rasa itu bisa ditunda.

Sebagai orang yang setiap hari bergaul dengan perkembangan teknologi, saya tidak anti terhadap kemajuannya. Saya hanya benci jika teknologi yang pintar akhirnya justru membuat orang jadi tampak bodoh, membuat ilusi yang jauh menjadi terasa dekat, tapi justru membuat yang dekat menjadi benar-benar jauh.

Jika saya disebut pengeluh tanpa solusi, mungkin tidak salah. Juga tidak ada salahnya menonton video ini, lalu angkat kepala Anda dari layar untuk kemudian menikmati hidup yang sesungguhnya.




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