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This community service activity was carried out by lecturers of the College of Administrative Sciences (STIA) Satya Negara Palembang as part of fulfilling the obligations of the Tridarma of Higher Education, specifically in the aspect of community service. This program aims to increase citizen participation in public service evaluation by implementing a web-based digital suggestion box system at the Palembang City Tourism Office. This activity is motivated by the low effectiveness of conventional suggestion boxes, which are often less transparent, difficult to access, and slow to implement. Through a participatory approach and the use of digital technology, this system is designed to enable people to convey their aspirations, criticisms, and suggestions online with guaranteed identity confidentiality. The results of the implementation showed a significant increase in the number of suggestions, a reduction in response time from seven to two working days, and a community satisfaction rate of 92.74%. The implementation of this system also forms a more open and participatory pattern of public communication between the community and local governments. This activity has practical, academic, and policy implications as a model for implementing digital participatory governance that supports the principles of good governance and digital transformation of public services.

This community service activity was carried out by lecturers of the College of Administrative Sciences (STIA) Satya Negara Palembang as part of fulfilling the obligations of the Tridarma of Higher Education, specifically in the aspect of community service. This program aims to increase citizen participation in public service evaluation by implementing a web-based digital suggestion box system at the Palembang City Tourism Office. This activity is motivated by the low effectiveness of conventional suggestion boxes, which are often less transparent, difficult to access, and slow to implement. Through a participatory approach and the use of digital technology, this system is designed to enable people to convey their aspirations, criticisms, and suggestions online with guaranteed identity confidentiality. The results of the implementation showed a significant increase in the number of suggestions, a reduction in response time from seven to two working days, and a community satisfaction rate of 92.74%. The implementation of this system also forms a more open and participatory pattern of public communication between the community and local governments. This activity has practical, academic, and policy implications as a model for implementing digital participatory governance that supports the principles of good governance and digital transformation of public services.

This article explores the background, methods, results, and conclusions of digitalization in public services, focusing on its impact on the social administration ecology. It examines the rapid adoption of e- government and ICT (information and communication technology) by public administrations worldwide since 2020, investigating both opportunities and risks. Methods include a systematic literature review and qualitative case studies drawn primarily from peer-reviewed journals published between 2020 and 2024. The results show that digitalization in public services offers significant benefits: improved efficiency, transparency, citizen participation, reduced corruption, and enhanced environmental governance. However, it also presents risks, in particular widening digital divides, loss of human aspects in administrative interaction, ethical concerns (data privacy, algorithmic bias), regulatory and infrastructural challenges, and potential exclusion of marginalized groups. The discussion elaborates on how these opportunities and risks reshape the ecology of social administration defined here as the interplay of structures, actors, norms, technologies, and environment in public administration. In conclusion, the paper argues that digitalization must be managed with attention to equity, ethical governance, infrastructure readiness, and regulatory safeguards. Key recommendations include fostering digital literacy, inclusive design, transparency in data and algorithmic processes, and participatory governance.  

Social media has become a new communication space that allows for the rapid and widespread dissemination of information, including on public issues. One of the platforms that is often used is social media X (formerly Twitter), where users can express their opinions and shape public perception. This study is entitled "The Influence of Hate Speech by Admin @keretacepatid on Patrick Kluivert (National Team Coach) on the Level of Followers' Perception on Social Media X" which aims to determine how hatred influences the formation of perceptions of social media users. This study uses a quantitative approach with a survey method and data collection techniques through online questionnaires to followers of the @keretacepatid account. The results of the study indicate that there is a significant influence of hatred on followers' perceptions. Some respondents showed a dominant attitude, namely agreeing with the negative narrative built by the account against Patrick Kluivert, while others were in a negotiating position, namely understanding the context of the speech but still considering Kluivert's professional background as a national team coach. This finding is the importance of ethical and responsible digital communication management in shaping public opinion in the era of social media.

In the midst of increasingly rapid and complex information flows in the digital era, the ability of government institutions to establish effective communication has become crucial in shaping a positive public image. This study aims to examine the public communication strategies implemented by the South Jakarta Department of Communication, Informatics, and Statistics in delivering information to the public in a transparent, accurate, and participatory manner. Employing a qualitative approach with a descriptive method, data were obtained through in-depth interviews, observation, and documentation. The findings reveal that the department actively utilizes social media and digital channels, fosters two-way communication, and crafts messages that are adaptive to public needs. Despite these efforts, challenges persist, such as limited human resources, disruptions in digital infrastructure, and the spread of disinformation that undermines public trust. This study underscores the importance of communication strategies that are not only technical but also ethical and humanistic, positioning the public as partners in dialogue. These findings are expected to contribute to strengthening the communication capacity of government institutions that are oriented toward service, transparency, and collaboration.

This study aims to examine how the Instagram account @brin_indonesia is utilized as a medium for public communication by the National Research and Innovation Agency (BRIN). The background of this research is based on the high usage of social media in Indonesia, particularly Instagram, which offers significant opportunities for government institutions to establish more effective and efficient communication with the public. As a non-ministerial government agency, BRIN leverages Instagram as a strategic platform to disseminate information related to research, innovation, and science. This research employs a descriptive qualitative approach, with data collected through interviews, observations, and documentation. The data analysis refers to the theory of new media by Martin Lister et al., which includes six key characteristics: digital, interactive, hypertextual, virtual, networked, and simulation/convergence. The findings indicate that BRIN’s Instagram account functions not only as a one-way information channel but also as an interactive, educational, and representative digital space that supports institutional image and actively fosters public engagement in a structured manner.

Freedom of expression is a fundamental human right, yet it is not absolute, as it may be restricted under certain conditions in accordance with international law, such as the protection of reputation, national security, and public order. In Indonesia, this right is guaranteed by the 1945 Constitution of the Republic of Indonesia and its derivative regulations. However, the rapid development of information and communication technology has reshaped the landscape of public discourse. The digital space, while facilitating easier access to and dissemination of information, also presents challenges, including hate speech, misinformation, cyberbullying, and the potential for criminalization due to ambiguous regulations.To respond to these challenges, the Regional Board of Nasyiatul Aisyiyah (PDNA) Semarang organized a community service program in the form of a public dialogue titled “Freedom of Speech: Between Rights and Risks” on August 9, 2025, at the Hall of the Central Java Provincial Archives and Library Service. This activity was carried out through a participatory approach by academics who are also members of PDNA, together with the PDNA Semarang board. Two speakers were presented, Dr. Mochamad Riyanto, S.H., M.Si., a legal expert from Universitas 17 Agustus (Untag) Semarang, and Aris Mulyawan, Chair of the Alliance of Independent Journalists (AJI) Semarang. The dialogue produced three main findings: first, the need for legal awareness so that freedom of expression does not lead individuals into legal problems; second, the importance of digital literacy to reduce the spread of hoaxes and hate speech; and third, the urgency of building safe digital spaces through collaboration among communities, media, and educational institutions. The discussion emphasizes that freedom of expression in the digital era must be understood as both a right and a responsibility, requiring a fair regulatory ecosystem and continuous digital literacy enhancement

Mental health is an increasingly critical issue among Generation Z, particularly due to rising academic and social pressures faced by adolescents. This community service program aimed to improve students’ mental health literacy through digital-based education utilizing the Psy-Share platform. The program was conducted at SMAN 93 Jakarta, involving direct health education and the distribution of a Google Form to map students’ psychological conditions and assess their need for online mental health services. Evaluation results showed that 95.8% of respondents agreed with the formal launch of Psy-Share, indicating a high level of acceptance toward digital and innovative educational approaches. However, the development process of this platform encountered challenges, particularly in brand building and addressing stigma surrounding online mental health services. In response, the implementing team developed a robust branding strategy and emphasized educational public communication supported by user testimonials. This program demonstrates that digital approaches can be effective tools in promoting mental health education among adolescents and expanding access to inclusive, responsive mental health services tailored to Generation Z's needs.

This study aims to find out the process of Family Card (KK) administration services and identify the obstacles faced in its implementation at the Ngaglik Village Office, Serengat District, Blitar Regency. The research method used is a descriptive qualitative approach with data collection techniques through interviews, observations, and documentation. The research subjects consisted of village staff and communities who had managed KK, who were selected by purposive sampling. Data analysis is carried out through three main stages, namely data reduction, data presentation, and conclusion drawn. The results of the study show that the administrative services of the family at the Ngaglik Village Office have been running quite optimally. This is shown by the existence of clear service procedures, good officer responsiveness, and the implementation of a digital system in the administrative process. However, there are still several obstacles that hinder the effectiveness of services, including the lack of initial information received by the applicant, the slow response of communication through digital media, and the limitation of supporting facilities such as technology devices and adequate service spaces. These findings show the need to increase service capacity through strengthening information systems, officer training, and providing more representative support facilities. This research is expected to be an input for the village government in developing administrative services that are more efficient, transparent, and responsive to the needs of the community.

In an era of increasingly open and developing information, the image of state institutions is a reflection of a government and can affect public trust. Therefore, LAN RI Public Relations carries out Digital Public Relations activities using social media so that LAN RI can maintain its image in the eyes of the public. The purpose of this research is to describe Regina Luttrel's SOME theory in the activity of using social media in maintaining the image of the institution. The theory used in this research is the SOME theory which has the dimensions of Share, Optimize, Manage, and Engange (Regina Luttrell). This research also uses image theory which consists of Perception, Cognition, and Motive dimensions (Walter Lippmann). This study concludes that LAN Public Relations in the Concept of The Circular Model of SOME implements Share by utilizing various social media platforms. Content is organized through a curation process that is tailored to the institution's guidelines to create relevant and informative communication. Through Optimize, the effectiveness of message delivery is measured based on data analytics with strategies that consider platform algorithms. In the Manage stage, LAN's PR team monitors and analyzes emerging issues, ensuring a quick response to sensitive issues. Engage efforts are demonstrated through surveys, quizzes, discussion forums, and employee personal branding efforts that strengthen public engagement while building trust.

The development of digital technology has changed marketing communication patterns, including in the music and audio industry. PT. Pro Musik Indonesia faces several challenges, including a diverse product variety that is not widely known, prices that target the middle to upper segment, but are not supported by clear communication. This study aims to analyze the implementation of marketing communications at PT. Pro Musik Indonesia uses the Communication Mix theory proposed by Philip Kotler (2020), which consists of five main elements: advertising, promotion, personal selling, public relations, and direct and digital marketing. The research method used is descriptive qualitative with interviews as the data collection technique. The results show that PT. Pro Musik Indonesia has utilized social media for advertising, offered seasonal discounts and cashback in sales promotions, taken a consultative and educational approach to personal selling, and built an image through music events and exhibitions. In addition, the company also integrates e-commerce platforms as a means of direct and digital marketing to expand market reach. Based on these findings, it can be concluded that the implementation of marketing communications at PT. Pro Musik Indonesia is adaptive to technological developments and consumer behavior.

Effective communication is a key element in modern public administration, as it serves not only as a means of conveying information but also as a strategic instrument for strengthening inter-agency coordination, increasing public participation, and building public trust in the government. This study uses a qualitative approach with a literature review method, reviewing scientific journals, academic books, and official policy documents to analyze the role of communication in the bureaucracy, identify barriers that hinder its effectiveness, and propose relevant strengthening strategies in the digital era. The results of the study indicate that clear, consistent, and open communication acts as a catalyst in every stage of public policy from formulation, implementation, to evaluation, while simultaneously increasing the government's legitimacy in the eyes of the public. However, several obstacles remain, including the hierarchical organizational structure of the bureaucracy, a closed communication culture, limited communication competency among civil servants, and political intervention that often distorts policy messages. Furthermore, the development of digital technology provides significant opportunities through e-government, social media, and public service applications to expand the reach of communication, but at the same time presents challenges in the form of low digital literacy among civil servants and the public and the risk of spreading false information. To address these issues, recommended communication strengthening strategies include increasing the capacity of civil servants through communication skills training, developing information technology-based communication systems, establishing a more open and participatory organizational culture, and actively involving the public in every stage of public policy. Thus, this study confirms that effective communication is the main foundation of bureaucratic reform, because without inclusive, adaptive, and technology-based communication, public administration will not be able to meet the increasingly dynamic, complex, and critical demands of the public on the quality of government services.

This research explores the role of the Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) of Tangerang City in implementing an online permit system for billboard advertising as a form of digital transformation in public service. The study aims to analyze the institutional role of DPMPTSP, identify obstacles in the implementation of online licensing, and evaluate the improvement efforts undertaken. Using a qualitative descriptive method, data were collected through in-depth interviews with DPMPTSP officials, billboard organizers, and permit applicants, complemented by observation and documentation to ensure data validity through source and technique triangulation. The findings reveal that DPMPTSP plays a strategic role by providing 24-hour online access, simplifying licensing procedures, and offering direct assistance through the Public Service Mall (MPP), supported by responsive communication channels such as WhatsApp and Zoom. Despite these efforts, challenges remain, including system errors, low digital literacy among applicants, limited technical staff, communication gaps, and incomplete integration of the central and regional OSS systems. To address these issues, DPMPTSP has strengthened public assistance services, simplified online information systems, expanded communication channels, redistributed staff duties, performed routine system maintenance, and intensified public education on regulations. These findings highlight that the success of digital public services depends not only on technological readiness but also on human resource capacity, effective communication, and continuous institutional adaptation to public needs.

This study evaluates the effectiveness of M-Passport service management at the Immigration Office Class I TPI Cirebon using the ITIL V3 framework, focusing on Service Strategy and Service Operation. A quantitative approach was applied through observation, structured interviews, and questionnaires distributed to applicants and staff. Data were analyzed using Maturity Level assessment and GAP Analysis. The findings indicate that the M-Passport service has reached Level 4 (Managed) with an average score of 3.77, showing that processes are measurable, controlled, and consistently implemented. However, Incident Management remains at Level 3 (Defined) with the largest deviation from the expected level, while Problem Management, Request Fulfillment, and Business Relationship Management also show minor gaps. The study recommends strengthening incident handling procedures, enhancing communication strategies, improving applicants’ digital literacy, and increasing staff competencies. These improvements are expected to optimize ITIL V3 implementation and enhance technology-based public service delivery.

Illegal streaming sites are one of the forms of copyright infringement that are rampant in the digital era and have a significant impact on the creative industry, the economy, and law enforcement. This research analyzes the Indonesian legal framework consisting of Law No. 28 of 2014 on Copyright, Law No. 11 of 2008 jo. Law No. 19 of 2016 on Electronic Information and Transactions, as well as the technical regulations of the Ministry of Communication and Information (Kominfo) in addressing these violations. The findings indicate that although the legal framework is in place, enforcement still faces technical, legal, social, and complex cross-border challenges. These sites often utilize foreign servers, mirror domains, and anti-blocking technology to evade blocking, thus requiring international cooperation thru mechanisms such as Mutual Legal Assistance (MLA) and coordination with the World Intellectual Property Organization (WIPO). An effective counter-strategy must be multidimensional, encompassing regulatory strengthening, the use of detection technologies such as digital watermarking and content ID systems, as well as public education to curb the demand for illegal content. A comparison with the United States, Japan, and South Korea shows that proactive enforcement, a quick notice-and-takedown mechanism, and industry cooperation have proven effective in reducing violations. In conclusion, the eradication of illegal streaming sites in Indonesia requires continuous synergy between the government, industry, and society to protect copyright and the sustainability of the creative industry ecosystem in the digital era.

This research focuses on digital communication used by the Ombudsman of the Republic of Indonesia (ORI), in building a positive reputation through the official Instagram account @ombudsmanri137. The basis of this research stems from the public's lack of understanding of ORI's duties and powers, even though this institution has a very important role in overseeing public services. The purpose of this research is to analyze the planning, implementation, and evaluation process of ORI's digital communication strategy, and to assess how effective this strategy is in shaping public perception. The method applied was a qualitative approach with a case study, which was conducted through content observation, in-depth interviews with ORI's public relations team, and collection of supporting documents. The findings show that ORI manages digital communication systematically by presenting informative, participatory, and visual content that suits the character of digital audiences. Instagram is used as an interactive platform that encourages community engagement, increases public awareness, strengthens positive image, and legitimizes the institution. This research also contributes to the development of strategic communication theory and digital public relations practices in government agencies.

This research examines directive speech acts in the “Burnout” playlist on the Satu Persen YouTube channel. The aim of this research is to analyze the classification of types, contextual meanings, functions, and intentions of directive speech acts in the “Burnout” playlist on the Satu Persen YouTube channel. The research method used is a descriptive qualitative methodological approach with a pragmatic theoretical approach. Analyzing directive speech acts through comprehensive examination based on relevant theories and presenting the findings descriptively. Directive speech acts in the “Burnout” playlist include directive requestives, directive questions, directive requirements, directive prohibitives, directive permissive, and directive advisories. The research is expected to contribute to enriching pragmatic studies and expanding public awareness of pragmatics in communication. Understanding the variations in directive speech acts patterns in YouTube social media and understanding their correlation with societal realities can serve as a foundation for the public to engage more intelligently and consciously in building effective, wise, and multidimensional communication.

The Communication process of human life will not be separated because language has an important role in conveying information. Pragmatics is a field of science that examines the relationship between language and its context and the relationship between language use and its users. This article will focus more on analyzing illocutionary speech acts in a podcast, where the speech act discusses the existence of social, political symptoms, and its sustainability depends on the speaker's language skills in the speech act. The purpose of the study is to identify the use of illocutionary speech acts in the podcast “Indonesia Lebih Baik” on Raymond Chin's YouTube channel. This research uses two approaches, namely pragmatic theoretical and qualitative descriptive methodology. The data is in the form of discourse in the podcast “Indonesia Lebih Baik” on Raymond Chin's YouTube channel, retrieving data using the method of listening and recording and the technique of free listening. The data is analyzed using the commensurate method, and the agih method, and the presentation uses formal and informal data presentation methods. The result shows that there are 426 illocutionary speech acts in the podcast video “Indonesia Lebih Baik” on Raymond Chin's YouTube account and if it is detailed there are 178 repsentative speech acts, 70 directive speech acts, 44 expressive speech acts, 33 commissive speech acts, and 101 declarative speech acts. The dominating speech act is representative speech which is 178 data. While the least data found is 33 data on commissive speech. The realization of this paper is expected to be useful in enriching pragmatic studies on social media speech acts to create an effective work of art, as well as facilitating the public to better understand the purpose and function of speech acts in the ever-growing digital media.

This study aims to examine the utilization of the official Instagram account @baznasindonesia as a digital platform for educating the public about zakat. In today’s era of rapid technological development, social media, particularly Instagram, has become an effective medium for disseminating information, raising awareness, and enhancing public participation in zakat. The research method employed is qualitative descriptive, with data collected through interviews, observations, and documentation. The findings reveal that BAZNAS leverages various Instagram features such as carousel feeds, reels, and Stories to present educational content that is engaging, easy to understand, and aligned with the communication style of younger generations. Furthermore, interaction with the public is strengthened through the comments section and Direct Messages (DM), enabling responsive two-way communication. Challenges encountered include ensuring information accuracy, addressing negative comments, and adapting content to the fast-changing digital trends. Nevertheless, BAZNAS seeks to innovate by collaborating with influencers, public figures, and partner institutions to expand the reach of zakat education. This study concludes that the @baznasindonesia Instagram account has proven effective in enhancing zakat literacy, building public trust, and reinforcing the institution’s image as the official zakat management authority in Indonesia. The findings are expected to contribute to the development of digital communication strategies in Islamic philanthropy and da’wah, as well as provide a useful reference for future research exploring other social media platforms with different methodological approaches.

The shift in local community communication patterns has driven the adoption of digital media as a primary channel for resident coordination. This study aims to explore the communication strategy of the neighborhood head (RT) in utilizing a WhatsApp group as a platform for coordination and community bonding in Melati Kidul Village RT 02 RW 2, Kudus Regency. The research highlights unique practices, including anti-hoax policies through message moderation, visual innovation in information dissemination, and active citizen participation in online decision-making. A qualitative approach was employed using in-depth interviews and digital message analysis. The findings, analyzed through organizational communication theory, media richness theory, dual coding theory, and adaptive leadership, reveal that local leaders successfully integrate formal and informal communication via participatory digital strategies, thereby enhancing social cohesion and coordination efficiency. In addition, this study demonstrates the effectiveness of using WhatsApp groups to overcome the traditional barriers of communication in rural areas, particularly in increasing public awareness and engagement in local government affairs. The neighborhood head’s proactive approach in utilizing digital platforms has empowered residents to communicate more effectively, share information swiftly, and provide input on local decisions. By fostering an environment of inclusivity and trust, this model contributes significantly to the development of stronger community ties. Furthermore, this research provides valuable insights into how technology can be leveraged to improve community management and leadership practices at the grassroots level. This study ultimately highlights the potential for digital platforms to shape the future of community-driven leadership.