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Wacana: Jurnal Ilmiah Ilmu Komunikasi
Published by Universitas Prof. Dr. Moestopo
ISSN : 14127873     EISSN : 25987402     DOI : -
Core Subject : Education, Social,
Languange, Linguistic, Communication & Media Social Sciences
Wacana, Jurnal Ilmiah Ilmu Komunikasi merupakan wujud karya ilmiah tentang kajian ilmu komunikasi yang melingkupi hasil penelitian dengan tema atau topik yang dibahasa dalam jurnal Wacana meliputi kajian ilmu komunikasi baik Komunikasi Politik atau pun Komunikasi Lintas Budaya; Strategic Communication meliputi Kehumasan, Periklanan, IMC, maupun Branding; Analisis Teks, Semiotika; dan juga Media Studies.
Arjuna Subject : -
Articles 17 Documents
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Search results for , issue "Volume 23, No. 1 June 2024" : 17 Documents clear
Strategi Social CRM Dalam Menangani Keluhan Pelanggan Pada Instagram Pos Indonesia Risma Cahyani; Anisa Diniati
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3109

Abstract

Every day, many customers submit complaints through the comment section on Pos Indonesia's main Instagram account (@posindonesia.ig). This study aims to understand how Pos Indonesia designs its Social CRM strategy to address customer complaints on the Instagram social media platform @posindonesia.ig. The theory employed in this research is the Social Media SOME model (Share, Optimize, Manage, Engage) developed by Luttrell (2018). A qualitative approach with descriptive research is utilized in this study. Data collection methods involve in-depth interviews, observation, and document analysis. The findings of this research reveal that the Social CRM Strategy implemented by Pos Indonesia's internal communication and contact center includes four main activities: (1) Share, where internal communication strives to reduce negative sentiment by paying attention to the content liked by followers, (2) Optimize, where internal communication focuses on educational content presented in a socializing format, (3) Manage, where internal communication monitors social media content to assess the level of impressions and sentiments from followers, and (4) Engage, where internal communication involves internal buzzers to provide positive comments with the hope that customers planning to express negative complaints will change their minds.
Digital Banking Transformation AI Enhances Efficiency And Customer Experience Seminar Perspective Industry Dede Arisko Agustiawan
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.4130

Abstract

This study examines the transformative impact of artificial intelligence (AI) on operational efficiency in the Indonesian banking sector. It investigates how AI technologies enhance responsiveness to customer inquiries, streamline service processes, and improve overall customer satisfaction. Using a qualitative approach, the research integrates literature reviews, in-depth interviews, and case studies to comprehensively analyze AI adoption and its implications. The findings demonstrate that AI implementation not only boosts operational efficiency but also facilitates personalized customer service through advanced data analytics and AI-driven automation. The study emphasizes the importance of transparent AI algorithms and robust data protection measures to address ethical considerations and ensure adherence to Sharia principles. Insights from leading banks such as Bank Mandiri and Bank BRI highlight substantial reductions in operational costs and enhanced service capabilities following AI integration. This research contributes to a deeper understanding of AI's role in shaping contemporary banking services and provides strategic recommendations for optimizing AI applications in Indonesian banks.
Host Communication Styles and Language Variations in Context of TikTok Live-Streaming Commerce Muhamad Husni Mubarok; Metha Madonna; Fikri Reza
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3531

Abstract

Live-streaming commerce offers a new experience for people in direct buying and selling activities with host plays an important role as an intermediary between sellers and buyers. This research examined the different communication styles and language variations used by hosts in the context of TikTok live-streaming commerce. It explored how hosts engage with their audiences and the language references they employ. This research used a qualitative approach with content analysis methods. The primary data obtained through digital observations on four TikTok Shop accounts that regularly host live streams while interviews are employed as a secondary data. The results showed that hosts predominantly use a task-oriented communication style with emotive behaviors. This style is reflected in the speed and volume of their speech, frequent greetings, and responsive interactions with consumers. Hosts often use informal language, influenced by their linguistic preferences, such as sociolect, which varies by age. It is beneficial for hosts to develop an idiolect to differentiate themselves from others by creating certain unique words or sentences. Overall, live-streaming commerce has created a unique shopping culture where hosts must quickly and clearly explain product details while maintaining effective communication with buyers for a reciprocal exchange of information.
Using Metaphors To Reduce The Uncertainty In Play Therapy Room Tribuana Tungga Dewi
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3737

Abstract

This article aims to describe how the strategy of reducing uncertainty occurs in the play therapy room. As a method in psychotherapy, a play and creative arts therapist must be able to establish a good relationship with the client so that the client feels safe and comfortable during the therapy process. To establish a safe and comfortable relationship, a process of reducing uncertainty is needed between the therapist and client when communicating in the therapy room. Berger and Calabrese consider that reducing uncertainty will result in self-disclosure which can strengthen the source-receiver relationship in the communication process. After conducting observation in Client ANA’s case for 24 sessions, it is found that in play therapy, the reduction of uncertainty occurred uniquely by using various metaphors chosen by the client independently. In ANA's case, the uncertainty reduction strategy started with an active strategy, followed by simultaneous use of passive and interactive strategies.
Emotional Expression of Public Communication Post COVID-19 Era In Educational Context Angela Audrey Sutanto; Inri Inggrit Indrayani; Astri Yogatama
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3338

Abstract

This research aims to examine the emotional expression of nonverbal communication performed by scholars during presentations as a post-pandemic public communication practice. In the age of globalization, one of the necessary talents is public communication. A presentation that tries to transmit knowledge about a topic to the audience effectively is a familiar public communication technique scholars perform. Building a connection with the audience is one way to create effective communication, one of which is emotional expression in the form of nonverbal communication through gestures and microexpressions. Public communication skills have deteriorated, particularly during the COVID-19 epidemic, as have emotional expressions in nonverbal communication. With previous theoretical perspectives in gesture and microexpression, this study employed a quantitative-descriptive content analysis technique with categorical analysis units. Researchers examined 49 video recordings of scholars’ presentations from February to March 2023. The study's findings revealed that when scholars practiced public communication in class, they employed scared emotions for gestures and calm emotions for microexpressions. This study suggests the significance of public communication training or coaching, particularly for nonverbal emotional displays in presentations, to fulfill communication goals.
Mitos Kepercayaan Dalam Budaya Jawa Pada Film Primbon Nuralia Widiati Ihsana; Noveri Faikar Urfan
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3970

Abstract

Film horor Indonesia seringkali mengangkat budaya lokal termasuk adat, ritual, tradisi yang menampilkan keadaan yang nyata dan biasa dialami oleh masyarakat setempat. Film primbon berfokus adanya nilai pada budaya jawa dan hubungan atara alam semesta dan perhitungan weton dalam budaya Jawa. Terdapat simbol kebudayaan Jawa pada film bisa mendapatkan wawasan serta mengenalkan budaya Jawa. Peneliti menggunakan metode penelitian kualitatif dengan menerapkan dua teknik pengumpulan data yaitu, dokumentasi dan observasi. Metode yang dipakai yaitu analisis semiotika Roland Barthes, yang memiliki tiga pokok yaitu denotasi, konotasi, dan mitos. Adapun tahapan pengumpulan data yang digunakan, pengumpulan data, mereduksi data dan kesimpulan. Penelitian ini bertujuan untuk mengetahui bagaimana mitos kepercayaan budaya Jawa pada film Primbon yang di representasikan dalam film bergenre horor ini. Film Primbon mempresentasikan mitos dan budaya melalui simbol-simbol tersirat yang memiliki pesan moral tentang pentingnya menuruti apa perkataan orang tua dan kearifan lokal, sekaligus memperkenalkan bagaimana kearifan lokal dan nilai luhur yang terkandung didalamnya dan bisa memahami budaya serta tradisi masyarakat Jawa.
Integrated Marketing Communication Solo Art Market Untuk Membangun Brand Awareness Zon Vanel; Lina Sinatra Wijaya; George Nicholas Huwae; Gracelia Audriana Dewi
WACANA: Jurnal Ilmiah Ilmu Komunikasi Volume 23, No. 1 June 2024
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/wacana.v23i1.3533

Abstract

The study aims to find the most effective Integrated Marketing Communication strategy for increasing brand recognition in the Solo Art Market. This study focuses on understanding target audiences' requirements and preferences and the most successful channels and techniques for reaching them. It also investigates the function of storytelling and emotional appeal in developing brand recognition for solo artists. This research is qualitative applied research, which tries to address issues such that the research results may be utilized to benefit individuals or organizations as well as for industrial goals, and it focuses on items whose outcomes can be applied to present and future situations. According to the study's findings, the Solo Art Market's Integrated Marketing Communication approach is a solid platform for raising brand recognition in the community. Due to the absence of instruments employed by Solo Art Market to reach a larger market, Solo Art Market's brand awareness is limited to brand recognition. Brand awareness is the amount of brand awareness that requires help, such as a brand list, image list, or brand stamp. Due to brand recognition, consumers need assistance with the items on sale; yet, Solo Art Market's ingenuity in developing appealing messaging can increase public brand awareness of the market's presence.

Page 2 of 2 | Total Record : 17

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