Process of Government Social Media Management : Benefit and Risk
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Abstract
Abstrak
Media sosial telah menjadi salah satu pilihan yang digunakan pemerintah untuk berkomunikasi dengan masyarakat dan menjalankan fungsinya dalam memberikan layanan publik. Pengelolaan media sosial pemerintah membutuhkan budaya organisasi disertai dukungan dari seluruh jajaran aparat pemerintah untuk dapat berbagi informasi kepada publik, mendorong terciptanya transparansi, membuka diri untuk perbaikan dan meningkatkan kolaborasi dengan masyarakat. Artikel ini mengulas pengelolaan media sosial pemerintah menggunakan kajian literatur dari penelitian-peneitian sebelumnya. Hasil kajian melihat bahwa keberhasilan penggunaan media sosial ditandai dengan adanya pembagian informasi, kolaborasi massal dan transaksi sosial sebagai hubungan yang saling mendukung antara pemerintah dengan masyarakat. Risiko terkait penggunaan media sosial pemerintah perlu dikelola dengan baik baik dari sisi kebijakan maupun teknologi, dan penerapan budaya sharing, transparency, openness dan collaboration (STOC) dapat dipertimbangkan untuk merealisasikan manfaat penuh dari pengelolaan media sosial pemerintah.
Kata Kunci: Media Sosial, Pemerintah, Layanan Publik, E-Government
Abstract
Social media has become one of the options used by the government to communicate with the public and carry out its function in providing public services. Government social media management requires an organizational culture accompanied by support from all levels of government officials to be able to share information with the public, encourage transparency, be open to improvement and increase collaboration with the community. This article reviews the government's social media management using a literature review from previous studies. The results of the study see that the successful use of social media is marked by the sharing of information, mass collaboration and social transactions as a mutually supportive relationship between the government and the community. Risks related to the use of government social media need to be managed properly both in terms of policy and technology, and the application of a culture of sharing, transparency, openness and collaboration (STOC) can be considered to realize the full benefits of government social media management.
Keywords: Social Media, Government, Public Service, E-Government
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