Crisis Communication Management of The Government Public Relations of The National Civil Service Agency in Handling Crisis on Negative News in Online Media

This study aims to examine the crisis communication management carried out by the BKN PR Team in handling negative reporting of the fraud crisis during the 2021 CPNS selection process on online media. The research design used is qualitative, employing a case study approach with four purposively sampled informants. The data analysis used involves data reduction, data presentation, and drawing and testing conclusions after going through data collection processes such as observation, in-depth interviews, and documentation. The study finds that the BKN PR team used nine stages to handle the crisis, namely: 1) Crisis identification and analysis, 2) Establish a crisis communications management team and appoint spokespersons, 3) Determine the strategy, communication media, and develop a timeline for an action plan, 4) Cooperate with Public Relations Consultants, and 5) Evaluation and reporting of follow-up results to BKN leaders The findings reveal that the five steps taken by BKN Public Relations Team were able to handle the crisis effectively and maintain a positive image of the organization.