Dinamika Pelayanan Publik Di Indonesia dalam Perspektif Responsibility Masyarakat Melalui Media Sosial

Public service implementation is a crucial process in every country, as it involves direct interaction between citizens and government. The quality of public service providers is a reflection of the quality of government. Efficiency and responsiveness are important traits for success. Social media platforms can be used by governments to disseminate information about public services, regulations, and policy changes, increasing accessibility and enabling direct interaction with government entities. The focus and objectives in this study focus on the dynamics of public services in Indonesia in the perspective of community responsibility through social media. Sources of data obtained come from journals, web sites, Twitter, and other social media. The data analysis technique uses the NVivo 12 Plus analysis technique. The results showed that the utilization of social media in public services is very actively responded by the community because using social media platforms to convey public responses regarding public services can increase openness, involvement, and effectiveness of communication between the government and the community regarding the implementation of public services in Indonesia. 

Social Media for Cities, Counties and Communities

Social media (i.e., Twitter, Facebook, Flickr, YouTube) and other tools and services with user- generated content have made a staggering amount of information (and misinformation) available. Some government officials seek to leverage these resources to improve services and communication with citizens, especially during crises and emergencies. Yet, the sheer volume of social data streams generates substantial noise that must be filtered. Potential exists to rapidly identify issues of concern for emergency management by detecting meaningful patterns or trends in the stream of messages and information flow. Similarly, monitoring these patterns and themes over time could provide officials with insights into the perceptions and mood of the community that cannot be collected through traditional methods (e.g., phone or mail surveys) due to their substantive costs, especially in light of reduced and shrinking budgets of governments at all levels. We conducted a pilot study in 2010 with government officials in Arlington, Virginia (and to a lesser extent representatives of groups from Alexandria and Fairfax, Virginia) with a view to contributing to a general understanding of the use of social media by government officials as well as community organizations, businesses and the public. We were especially interested in gaining greater insight into social media use in crisis situations (whether severe or fairly routine crises, such as traffic or weather disruptions)

Transparency for Enhancing Distinct Dimensions with Social Media Mediation on Citizens Trust in Ghana

Transparency in government has led to much research and has aroused interest in quality and content improvement. Building on the attention already received, this study contributes to the continual debate about government transparency and proposes six parameters that government information should address to enhance trust among citizens. The study’s empirical analysis validated the proposed model for accuracy and examined the possible impact of government transparency enhancement in public accountability, service delivery, urban and rural development, and government effectiveness, as well as how social media use can mediate to promote rapid information access to citizens and interested stakeholders. Findings on the analysis indicated a significant impact of government information on enhancing the proposed dimensions and the use of social media for communication and improvement in all aspects proposed. The analysis shows that social media is an essential and appropriate strategy to communicate and seek ideas from citizens to enhance services that influence trust in the government. Keywords: Government transparency; Citizens trust; Social media use; Services delivery. DOI: 10.7176/PPAR/9-5-08 Publication date:May 31st 201

PUBLIC VALUE CREATION USING SOCIAL MEDIA APPLICATIONS FOR THE LOCAL GOVERNMENT CONTEXT

In recent years, the use of various social media applications has received growing attention from local government agencies. This is because social media applications have the potential to offer public value to those agencies as well as citizens through enhancing public engagement and public services innovation. Despite the growth in the literature on social media, there is still a limited understanding of how the key stakeholders of local government agencies, around the world in general and Saudi Arabia in particular, can receive public value created through us-ing various social media applications. To address this concern, this proposed study is initiated to develop a model for investigating public value creation using social media applications. The model is influenced by multiple theoretical lenses (e.g. trust in social media, social media capability, public engagement, public services innovation, public value theory, and stakeholder theory). This proposed research is based on a qualitative methodology with several phases of research (e.g. pilot study, multiple-case study and domain expert panel) for the Saudi Arabian local government context. The expected contribution of this research is a model with constructive associations between several variables identified from multiple streams of literature (e.g. social media, information systems literature and public administration literature). Furthermore, a classification of public services innovation associated with four types of public value are proposed. The findings of the study are expected to benefit public managers as well as citizens to better utilise social media for public value creation. Keywords: Trust in social media, social media capability, public engagement, public service innovation, public value, stakeholder theory

Asian Government Usage of Web 2.0 Social Media

The rise of Web 2.0 social sites, such as Facebook, Twitter and YouTube has brought significant changes and opportunities for both online consumers and governments. These tools have changed the ways Internet users communicate with each other and their governments, and allow for greater social participation. The number of worldwide users is growing significantly and their expectations for more services are rising. However, this has not translated into Asian governments totally encompassing the implementation functions and services using these tools. This research investigates the level of government participation of 50 Asian governments of three social media sites. The results show that a minority of Asian governments (approximately 30 percent) are using Web 2.0 tools for communication and information dissemination. The study found that if social sites were utilised, most governments used them for a) information dissemination on official government channels, b) education and c) tourism. The implications are that governments are missing opportunities to better server their citizens and reach the growing number of Internet users. Instead of avoiding these new technologies, governments should develop an overall strategic plan for all agency levels to participate in social networks, and develop a coordinated effort to develop and implement the tools

Identifying the factors affecting individuals’ trust to use social media for e-government services: a conceptual model

Trust is an important determinant towards individuals’ acceptance to use social media for e-government services. However, despite of its growing importance there is a dearth of prior research to investigate the antecedents that can develop individuals’ trust for the usage of social media as a technology platform for e-government services. To address this gap, this paper aims to identify those factors that can affect individuals trust in using social media for e-government services. This paper proposes a new model that identifies trust enabling factors to use government social media services from multiple perspectives which are: individual characteristics, government factors, risk factors and social media characteristics. The findings of this paper can be useful for government organizations in assisting them to develop appropriate strategies for enhancing citizens trust towards such services

Mass media and public services : the effects of radio access on public education in Benin

Does radio access improve public service provision? And if so, does it do so by increasing government accountability to citizens, or by persuading households to take advantage of publicly-provided services? Prior research has argued that citizens with greater access to mass media receive greater benefits from targeted government welfare programs, but has not addressed these questions for public services such as in education and health. Using unique data from Benin, this paper finds that literacy rates among school children are higher in villages exposed to signals from a larger number of community radio stations. The effect is identified based on a"natural experiment"in the northern communes of Benin where within-commune variation in village access to radio stations is exogenous to observed and unobserved village characteristics. In contrast to prior research, the authors find that this media effect does not operate through government accountability: government inputs into village schools and household knowledge of government education policies are no different in villages with greater access to community radio. Instead, households with greater access are more likely to make financial investments in the education of their children.Education For All,Population Policies,Social Accountability,E-Business,Disability

Citizens’ Perception About M-Government Services: Results from an Exploratory Survey

The development of mobile technology is facilitating the transformation in a way that governments deliver their services. Mobile government is one area that has received very little research, but it can have a tremendous impact on the way citizens engage with their government. This research analyses the data gathered from 81 respondents through online survey on the various aspects of mobile government and collects their views on some of the key questions related to the use of mobile government. The findings showed that although citizens are aware of the possibilities they hardly used mobile devices as a direct communication channel with government. Most users tend to use social media platforms and social media is used as an intermediary between government and citizens. The findings of this research also indicated that although the users are well aware of m-government services and own smartphones, only a handful of them use their mobiles for accessing government services

ACT Government social media policy guidelines

These guidelines are designed to assist with the management of social media use in the ACT Government. They are in two parts. Part One contains guidelines for using social media. Part Two contains ‘how to’ information and facts sheets about using social media successfully. The ACT Government recognises that employees and business units will increasingly use social media to interact with each other, with the ACT community, and to promote the work of their Directorate. These guidelines provide a safe framework for online participation by ACT Government employees. They apply to all employees who use social media for official purposes. They are intended to cover future social networking services as they develop. These guidelines will be regularly reviewed to reflect changing technology

Governance of liquid communication generated through the use of social media by the Botswana government

Social networks have increasingly become a platform for liquid communication through which real business transactions take place. Liquid communication in this study refers to records generated by the government on social media for customer service, access to information and direct community involvement needs. The content on social media platforms can be shared and re-tweeted many times beyond the control of the creating agency, resulting in challenges regarding its management. The government of Botswana has been fully active in the use of social media as part of the government’s electronic government programme, thereby generating liquid communication in the process. The unstable nature of liquid communication calls for its governance according to the established records management requirements. Using the Association of Records Managers and Administrators’ (ARMA) Generally Accepted Recordkeeping Principles (GARP®) as a theoretical framework, this qualitative study examined the governance of liquid communication generated through the use of social media by the Botswana government with the view to developing a framework for liquid communication governance (See Table 1.1). Data were collected through interviews with a purposively chosen sample targeting public relation officers and policy makers based at the Botswana Government Communications and Information System (BGCIS) office, which manages the government of Botswana’s social media platforms, as well as records managers and archivists, chief programmer and director, corporate services from other Botswana government departments with the role of information management such as the Botswana National Archives and Records Services (BNARS), the Botswana Communication and Regulatory Authority (BOCRA) and the Department of Information Technology (DIT) (See Table 4.2). The key results suggest that the government of Botswana, through the BGCIS, mainly uses social media platforms such as Facebook and Twitter to communicate key decisions with the public. The analysis in this study revealed that despite the clear evidence of the Botswana government being active on social media platforms through its pages titled “BWGOVERNMENT”, engaging with the citizens, social media entries were not considered or managed as records by the government. As a result of this no proper measures were put in place to ensure governance of liquid communication. The study revealed that the policy framework was lacking in that there was no social media policy, no measures in place to ensure the integrity of liquid communication, no regard for issues of retention and disposition of liquid communication, as well as a lack of clearly defined roles and responsibilities for the governance of liquid communication in the country. This is despite the fact that the National Archives and Records Services Act of 1978 (as amended in 2007) (NARS Act) (amended in 2007), which is the principal records management legislation, recognises the existence of other records formats such as liquid communication through its definition of a record. The trends around the world show recognition by governments that social media content may constitute records and are managed accordingly. The literature indicates that other governments and organisations in countries such as the United Kingdom, the United States of America, Canada and Australia have social media policies and strategies to guide the management of social media content though less evidence amongst African countries. The study concludes that without a governance framework for liquid communication in place, the government faces the risk of losing evidential information required for legal, administrative, historical and compliance purposes. Additionally, the government may face the risk of losing its digital heritage. This study, therefore, proposes a framework for the governance of liquid communication to guide the government to manage content generated through the use of social media. A further study to make a comparison or do a benchmarking of the maturity of the governance of liquid communication between governments, for example within Southern Africa, using the proposed framework and/or the ARMA Information Governance Maturity Model is recommended.Information ScienceD. Phil. (Information Science