STRATEGI KOMUNIKASI KOMISI PENYIARAN INDONESIA JUMPA WARGANET DALAM MENANGANI ADUAN PELAYANAN PUBLIK

PERMATA, INDRI KINTAN (2019) STRATEGI KOMUNIKASI KOMISI PENYIARAN INDONESIA JUMPA WARGANET DALAM MENANGANI ADUAN PELAYANAN PUBLIK. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Public service is an embodiment of the function of the state, receiving aspirations and receiving, improving the welfare of the community, providing an understanding of public services. This study answers the focus of research related to the communication characteristics of the KPI meet citizens in the security of public services. The theory of communication planning model by Philip Lesly explains the stages of communication strategies that researchers value appropriately used by KPI in KPI Jump Citizens activities. The communication planning model by Philip Lesly consists of 2 components namely the organization and the public, the organizational component consists of 4 stages of analysis and research, policy formulation, planning of implementation programs and communication activities, while the public component is 2 stages of feedback and evaluation. This type of research used is qualitative research with descriptive qualitative methods with the validity of the source triangulation data. Based on the results of the study, the communication strategy used by the Central KPI at the analysis and research stages contained petitions and comments on social media, the policy formulation stage held a Citizenship Meetings KPI activity strategy, the planning stage for implementing information on public activities, the stage of communication activities face to face method and broadcast live on Instagram and Twitter. In the feedback stage the increase in positive comments and the formation of the APPI Rangers, the stage of evaluation of activities is held once a month and KPI invites APPI to work together to provide complaints from the public to KPI. Keywords : Communication Strategy, Public Services, Komisi Penyiaran Indonesia Pelayanan publik merupakan perwujudan fungsi aparatur Negara, menerima aspirasi dan keluhan, meningkatkan kesejahteraan masyarakat, memberikan pemahaman pelayanan publik. Penelitian ini menjawab fokus penelitian terkait bagaimana starategi komunikasi kegiatan KPI jumpa warganet dalam menangani pelayanan publik. Teori model perencanaan komunikasi oleh Philip Lesly menjelaskan tahapan startegi komunikasi yang peneliti nilai tepat di gunakan oleh KPI dalam kegiatan KPI Jumpa Warganet. Model perencanaan komunikasi oleh Philip Lesly terdiri dari 2 komponen yaitu organisasi dan publik, komponen organisasi terdiri dari 4 tahapan analisis dan riset, perumusan kebijakan, perencanaan program pelaksanaan dan kegiatan komunikasi, sedangkan komponen publik 2 tahapan umpan balik dan evaluasi. Tipe penelitian yang di gunakan adalah penelitian kualitatif dengan metode deskriptif kualitatif dengan teknik keabsahan data triangulasi sumber. Berdasarkan hasil dari penelitian, startegi komunikasi yang di gunakan KPI Pusat pada tahap analisis dan riset terdapat petisi dan komentar di media sosial, tahap perumusan kebijakan mengadakan strategi kegiatan KPI Jumpa Warganet, tahap perencanaan pelaksanaan menginformasi kegiatan pada publik, tahap kegiatan komunikasi metode tatap muka dan siaran live di Instagram dan Twitter. Pada tahap umpan balik meningkatnya komentar positif dan terbentuknya APPI Rangers, tahapan evelauasi kegiatan diadakan sebulan sekali serta KPI mengajak APPI berkerjasama untuk memberikan aduan dari masyarakat kepada KPI. Kata Kunci : Startegi Komunikasi, Pelayanan Publik, Komisi Penyiaran Indonesia

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