OKY DIAN SULISTYO, 070946004 (2011) MANAJEMEN KRISIS HUMAS KANTOR WILAYAH DJP JAWA TIMUR I TERHADAP PEMBERITAAN KASUS PENGGELAPAN PAJAK SURABAYA. Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

This research answers how crisis management taken by public relation (PR) of East Java DJP Regional Office I Surabaya in facing media coverage about tax fraud case performed by one of it staff named Suhertanto. To answer the research problem, researcher uses the evaluation study using pyramid model of MacNamara with the stage of evaluation of input, ouput, and outcomes. This research used qualitative approach. Data collection was performed used interview technique applied to research subject who considered having competence in answering each question asked by researcher. Research subject used were former Head of regional Office, former of Section Chairman of Regional Office Counseling, and Head of Public Relation Section of Regional Office of DJP Jatim I Surabaya. The three research subject were interviewed directly and via on line. Literature review and theoritical framework used included government PR concept, crisis management model from Borda dan Kallis, crisis concept, and fraud concept. This research found that there are three crisis management used by PR of Regional Office DJP Jatim I Surabaya:before crisis occurred, During the Crisis, and After The Crisis. First, before the crisis, PR of Regional Office DJP Jatim I Surabaya performed following crisis management: performing tax socialization, restructuring birocration, doing polling or survey IKM (Public Statisfaction Index), and building good relationship with media. Second, during the crisis, took press conference with journalist and taxation socialization. Third, after crisis, improved service, intalled anti-coruption banner, improved tax payment system, award appraisal in form support an gratitude. Concerning with PR practice performed in East Java of Regional Office DJP I Surabaya, that PR has a role as communication techinician and performing activities such as socialization, preparing fasicilities in press conference, and as mediator between journalist and head office. PR practice performed are not optimal because of the policy in East Java of Regional Office DJP I Surabaya.

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