IMPLEMENTASI MODEL KOMUNIKASI DUA ARAH DALAM PROGRAM CURHAT NING ITA GUNA MENINGKATKAN KUALITAS PELAYANAN PUBLIK PEMERINTAH KOTA MOJOKERTO

Abstract

Advances in information and communication technology have made public services a new trend for Government Public Relations in reaching the public. Changes in the characteristics of a society, which is critical and demanding for information, require the government to be responsive in solving problems. Nowadays, the used public services are still experiencing many obstacles, one of which is the communication approach that is only in one direction, namely solving problems. It means that problems in society requite a two-way communication approach in solving problems. Through Curhat Ning Ita program as a public service innovation program, it is interesting to examine how the two waty communication model is carried out in accommodating community problems to improve the quality of public services. This study looks at how the implementation of the two way communication model in the Curhat Ning Ita program is to improve the quality of public services for the Mojokerto City Government. The case study method is aimed to explain how and why the Curhat Ning Ita program was chosen as the complaint media for the Mojokerto City Government. Conducting in-depth interviews with several informants who have background related to the information needed by researchers also supports this research. As a result, Curhat Ning Ita becomes an open and transparent complaint media. It provides an open communication system by involving multiple communication in solving problems. Moreover, it gives a balanced effect as a result of the two way communication carried out. It’s just that the socialization aspect is less massice so that there are still many people who don’t know about it and the human resources aspect to accommodate the public service process in it. Keywords: Government Public Relations, two-way communication, public services