SOP MANAJEMEN RISIKO – PERTANYAAN SENSITIF

“Indonesia Sebagai Percakapan” Gramedia Jalma

---

A. KLASIFIKASI RISIKO & RESPONSE LEVEL

Level 1: PRE-DEPLOYMENT

Pertanyaan #8, #11, #12, #36
Status: HIGH SENSITIVITY
Action: Pre-moderation WAJIB + Display Modification

Modifikasi Display:

• #8: Tambahkan disclaimer kecil “Mari berdialog dengan bijak”
• #11: Kata “peluk-cium” diganti visual emoji 🤗
• #12: Tambahkan konteks “dalam sejarah bangsa”
• #36: Font size dikecilkan 20% untuk less provocative

---

B. MONITORING PROTOCOL

1. Real-Time Monitoring (24/7 First Week)

Tools:
- Hootsuite/Sprinklr untuk social listening
- WhatsApp Business API untuk quick response
- Slack channel #crisis-isep

Team:
- 2 Community Manager (shift 8 jam)
- 1 Senior Moderator on-call
- 1 PR/Legal standby

2. Keyword Alerts

DANGER_KEYWORDS = [
    "SARA", "agama", "suku", "ras", 
    "pengkhianat", "komunis", "PKI",
    "hina", "lecehkan", "bakar"
]

WARNING_KEYWORDS = [
    "politik", "pemerintah", "presiden",
    "demo", "protes", "marah"
]

---

C. ESCALATION MATRIX

Level	Trigger	Response Time	Action	PIC
GREEN	Normal discussion	–	Monitor only	CM
YELLOW	Heated debate, 10+ negative comments	30 min	Soft intervention	Senior CM
ORANGE	Personal attacks, 50+ angry reactions	15 min	Community warning + Hide comments	Head of Digital
RED	Threats, viral negative	5 min	Crisis protocol	CEO/Legal

---

D. RESPONSE TEMPLATES

Template A: Soft Intervention

"Hai Sobat Gramedia! 😊 Kami sangat menghargai 
semua perspektif. Yuk kita jaga diskusi tetap 
sehat dan saling menghormati. #IndonesiaSebagaiPercakapan 
adalah ruang dialog untuk semua. 🤝"

Template B: Firm Warning

"Kami menghormati kebebasan berpendapat, namun 
komentar yang mengandung SARA/ujaran kebencian 
akan dihapus sesuai community guidelines. 
Mari berdialog dengan cinta 🇮🇩"

Template C: Crisis Statement

"Gramedia berkomitmen menciptakan ruang dialog 
yang aman dan inklusif. Kami tidak mentolerir 
ujaran kebencian dalam bentuk apapun. Program ini 
bertujuan membangun percakapan konstruktif 
tentang Indonesia."

---

E. PREVENTIVE MEASURES

1. Pre-Launch Briefing

• Media: Berikan context yang jelas ke jurnalis
• Influencer: Brief khusus untuk framing positif
• Staff: Role-play scenario handling

2. Community Seeding

• Deploy 20 “positive first responders”
• Siapkan 50 constructive comments/stories
• Partner dengan tokoh moderat (ustaz/pendeta progresif)

3. Technical Safeguards

// Auto-moderation rules
if (comment.contains(DANGER_KEYWORDS)) {
    comment.hide();
    notify.moderator();
    log.incident();
}

// Velocity check
if (negative_comments > 10 in 5_minutes) {
    activate.crisis_mode();
    notify.all_hands();
}

---

F. POST-INCIDENT PROTOCOL

Immediate (0-2 hours)

1. Screenshot semua evidence
2. Lock/hide problematic thread
3. Issue initial statement
4. Brief legal team

Short-term (2-24 hours)

1. Analyze root cause
2. Adjust messaging/visual
3. Media statement if needed
4. Internal evaluation

Long-term (1-7 days)

1. Community rebuilding
2. Positive content push
3. Lesson learned session
4. SOP adjustment

---

G. EMERGENCY CONTACTS

CRISIS HOTLINE (WhatsApp Group)
├── CEO: +62-XXX [Decision maker]
├── Head Legal: +62-XXX [Legal review]  
├── PR Manager: +62-XXX [Media handling]
├── Digital Head: +62-XXX [Platform management]
└── Security: +62-XXX [Physical safety]

EXTERNAL SUPPORT
├── Cyber Police: cyber@polri.go.id
├── PR Agency: [Agency 24/7 hotline]
└── Community Leaders: [Verified moderates]

---

H. DECISION TREE PERTANYAAN SENSITIF

Negative Response Detected
↓
Is it about SARA? → YES → Immediate hide + Template B
↓ NO
Is it threatening? → YES → Screenshot + Police report
↓ NO  
Is it going viral? → YES → Crisis protocol + CEO brief
↓ NO
Monitor closely → Soft intervention if needed

---

I. WEEKLY REVIEW CHECKLIST

• [ ] Sentiment analysis report
• [ ] Incident log review
• [ ] Team debrief session
• [ ] SOP effectiveness check
• [ ] Stakeholder update
• [ ] Content adjustment recommendation

---

J. REMEMBER THE GOLDEN RULES

1. JANGAN PANIK – Ikuti SOP
2. JANGAN DELETE – Hide saja, untuk evidence
3. JANGAN ARGUE – Respond dengan empati
4. JANGAN SENDIRIAN – Selalu konsultasi tim
5. JANGAN TERLAMBAT – Speed is crucial

---

Document Version: 1.0
Last Updated: Juni 2025
Next Review: Weekly during campaign
Owner: Crisis Management Team ISeP