Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Federalisme : Jurnal Kajian Hukum Dan Ilmu Komunikasi
Endang Roh Suciati
Unknown Affiliation
Law, Crime, Criminology & Criminal Justice

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Strategi Komunikasi Publik Ombudsman Republik Indonesia dalam Mengelola Komentar Publik Instagram @Ombudsmanri137 untuk Menjaga Citra Lembaga Martua Reynard William Pasaribu; Endang Roh Suciati; Fajarina Fajarina; M Jamiluddin Ritonga
Federalisme: Jurnal Kajian Hukum dan Ilmu Komunikasi Vol. 3 No. 3 (2026): Agustus: Federalisme : Jurnal Kajian Hukum dan Ilmu Komunikasi
Publisher : Asosiasi Peneliti dan Pengajar Ilmu Hukum Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/federalisme.v3i3.1992

Abstract

This study aims to analyze the public communication strategy of the Ombudsman of the Republic of Indonesia through its Instagram account, @ombudsmanri137, particularly in managing public comments to maintain institutional image in the digital space. Using a constructivist paradigm and a holistic single-case study design, data were collected through in-depth interviews with key and supporting informants, structured non-participant digital observation of Instagram posts published from January to April 2026, and document analysis. Data were analyzed using the explanation-building technique, with credibility strengthened through source triangulation, technique triangulation, and member checking. The findings show that public comments consisted of four categories: complaints, criticism, reasoned appreciation, and questions, with complaints and criticism predominating. This pattern was influenced by the Ombudsman's role in handling public complaints, differences between public perceptions and its legal authority, and the perception that Instagram provides a more accessible channel than formal complaint mechanisms. The communication strategy involved information dissemination and public education, two-way engagement, and publication of institutional activities and performance. Based on Two-Way Communication Theory, the strategy predominantly reflects a two-way asymmetrical model while gradually developing symmetrical characteristics. The study concludes that responsive communication supports institutional image management, although changes in institutional image were not empirically measured.
Co-Authors Fajarina, Fajarina M Jamiluddin Ritonga Martua Reynard William Pasaribu