Communication Network Flow in Public Complaint Management at the Ministry of Social Affairs Command Center
DOI:
https://doi.org/10.55927/fjss.v4i2.315Keywords:
Communication Network Flow, Communication Process, Information Technology, Control Center, Command CenterAbstract
This study aims to analyze the communication process, the form of communication network flow, and the role of SIKS-CC technology in public complaint management at the Ministry of Social Affairs Command Center. The theory used in this study is the theory of communication network flow by Eriyanto. This study uses a qualitative descriptive method by collecting data through in-depth interviews, observation and documentation. The subjects of the study were 9 informants consisting of leaders and operators at the Control Center and the work unit responsible for complaints at the Ministry of Social Affairs, Jakarta. The results of the study show that the communication network flow formed consists of three flows: path, trail, and walk. The communication network flow in the form of a path occurs when information flows in one direction hierarchically without repeating actors; trail is used in formal and non-formal communication that relies on one media repeatedly; while walk describes dynamic, free, and multi-stage communication between various internal actors. These three flows complement each other in supporting the smooth communication process in public complaint management. The Social Welfare Information System-Command Center (SIKS-CC) information technology also plays an important role in integrating various complaint channels into one integrated system, so that each complaint can be responded to more quickly and monitored transparently
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