Peran Media Sosial dalam Mempercepat Respons Birokrasi terhadap Keluhan Masyarakat pada Masa Work From Home (WFH)
DOI:
https://doi.org/10.31004/joecy.v6i2.10871Keywords:
Media Sosial, Birokrasi, Pelayanan Publik, Respon Pemerintah, Work From Home (WFH)Abstract
Tujuan penelitian ini adalah menganalisis peran media sosial dalam mempercepat respons birokrasi terhadap keluhan masyarakat, khususnya selama penerapan kebijakan Work From Home (WFH) di Indonesia. Perkembangan teknologi digital telah menciptakan ruang publik baru yang memungkinkan masyarakat menyampaikan keluhan secara langsung kepada instansi pemerintah melalui berbagai platform media sosial.
Metode dan bahan. Penelitian ini menggunakan pendekatan deskriptif kualitatif dengan teknik studi literatur (library research). Data dikumpulkan dari artikel ilmiah jurnal nasional (SINTA), buku, laporan resmi pemerintah, dan dokumen kebijakan publik yang relevan. Analisis dilakukan menggunakan model analisis interaktif Miles, Huberman & Saldana (2014) melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan.
Hasil. Media sosial mempercepat respons birokrasi melalui tiga mekanisme utama: tekanan publik berbasis viralitas konten, kecepatan penyebaran informasi yang mendorong pengawasan sosial, dan peningkatan transparansi serta akuntabilitas. Platform SP4N-LAPOR! menjadi inovasi kanal digital yang terbukti meningkatkan efektivitas penanganan keluhan. Namun, masa WFH turut mengungkap kelemahan birokrasi dalam memaksimalkan media digital, seperti keterbatasan SDM, potensi penyebaran informasi tidak akurat, respons yang cenderung reaktif, serta kesenjangan infrastruktur digital di berbagai daerah.
Kesimpulan. Media sosial terbukti berperan signifikan sebagai ruang publik baru sekaligus mekanisme kontrol sosial yang mendorong birokrasi lebih responsif. Penguatan partisipasi digital masyarakat, peningkatan literasi digital aparatur, dan pemerataan infrastruktur merupakan prasyarat mendasar untuk mewujudkan tata kelola pelayanan publik yang transparan dan responsif di era digital.
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