Varia Ranah - Sorotan Ilmiah Perkhidmatan Awam

104 Varia Ranah: Sorotan Ilmiah Perkhidmatan Awam government organizations harness external resourcing and expertise (e.g. social media tools and crowd sourcing phenomenon) to service their customers. Others suggest that social media strategies in the public sector can be classified into push, pull, and networking strategies. Through the push strategy the public sector pushes contents (e.g. news and information) to the citizens through social media channels, and pull strategies are employed to funnel the social media users back to the public websites. Through this networking strategy the public sector establishes two-way communication and collaboration with the citizens through social media channels. There are two types of social media accounts out there: Soapboxes and dinner parties. A soap box social media account focuses on themselves. They use social to broadcast their messages and issues without engaging their audience. A dinner party, on the other hand, invites audiences in and creates a dialogue with them. They encourage discussion and engagement between the host (government organizations) and the guests (netizen/public). At the end of the day, what we want is to be a dinner party. Below we will discuss few guidelines and tips on how public sector can do exactly that. 1. Listen for relevant conversation The first thing any public servant should focus on as a social media manager is listening to the audience. The netizen will tell what they want to hear. Before any person even write up that tweet or Facebook post, one need to know the netizen and the public better than they know themselves. If not, that results in low engagement and a very ineffective social media account. Public service social media managers need to dive deep into the netizen’s need. Find out what they want. Dig into their pain points. Help solve their problems. Social media can be a great opportunity for government organizations to answer any questions the public might have. Government organizations can leverage their credibility as a government agency by educating the netizen and the public as a whole