Varia Ranah - Sorotan Ilmiah Perkhidmatan Awam

100 Varia Ranah: Sorotan Ilmiah Perkhidmatan Awam PROBLEM STATEMENT As social media is so influential, there is no doubt that hot debated topics such public service delivery is discussed through social media platforms which tally with Memon (2017). His article states that social media channels are now the main sources of news, opinions and debates among millennials. According to MCMC (2016), 18.3% of the Malaysian Internet users share their views on the government online. Based on the public assessment and perception especially in social media, the Malaysian public service is still describes as having a weak delivery system, corrupt, abuse of power, over-bureaucracy and has poor control on finance and enforcement (World Bank, 2019). Based on that, there are still the need of social media to encounter this kind of public perception. First we have to look on the key benefits of social media in public service to find the best way to engage and react to the issues. This paper will be discussing some of the key benefits of social media in public service. Several strategies can be used to encounter the situation. In this paper we will be exploring several methods needs to respond appropriately in social media to ensure the public is well-informed that the government is aware of the situation and addressing it. Some of the options will take time and require thorough sentiment analysis to determine the strategies to counteract the negative perceptions. THE BENEFITS OF SOCIAL MEDIA IN PUBLIC SERVICE Government organizations at the local, state, and national level are finding new and innovative ways to leverage social platforms as a low-cost and effective communication tool. While there can be challenges, there are also undeniable Social media is an effective way to crowd source information and feedback