Communication in Handling Land Service Complaints and Enhancing Image through the Instagram Account @kementerian.atrbpn

Reza Nur Amrin, Asih Retno Dewi, Sudibyanung Sudibyanung

Abstract


The Ministry of Agrarian Affairs and Spatial Planning/National Land Agency via its Instagram account @kementerian.atrbpn uses social media to share land information and build its image. The information posted gave rise to various comments by netizens. This research aims to find out netizens' comments on posts in 2023 and the admin's response to these comments as well as finding out their efforts to improve their image in 2024. Qualitative analysis methods using media content are used in this research. A list of netizen comments and admin responses was collected through data collection, observation, and documentation studies. Netizens' comments dominate in the form of complaints and questions about land services and land mafia problems. The response often given by admins is to accept or thank them, tag the relevant work unit's Instagram account, and respond substantively. These comments are a form of community participation in the programs being held. Efforts to improve image are carried out through human resource development and collaboration, socialization of communication strategy and complaint management programs, and creation of land mafia and making contemporary posts.

Keywords


comments; image; interaction; netizens; public relations

Full Text:

PDF

References


‘Aziiz, A. Z., & Anom, E. (2023). Strategi Humas Kementerian Agraria dan Tata Ruang/Badan Pertanahan Nasional dalam Menciptakan Citra Positif Kementerian. Journal of Management and Bussines (JOMB), 5(1), 82–93. https://doi.org/10.31539/jomb.v5i1.5464

Akram, W., & Kumar, R. (2017). A Study on Positive and Negative Effects of Social Media on Society. International Journal of Computer Sciences and Engineering, 5(10), 347–354. https://doi.org/10.46243/jst.2022.v7.i10.pp46-54

Amelia, P. (2020). Humas Kementerian Agraria dan Tata Ruang Badan Pertanahan Nasional dalam Menangani Pengaduan Masyarakat Mengenai Program Pendaftaran Tanah Sistematis Lengkap (PTSL) Melalui Instagram [Universitas Satya Negara Indonesia]. https://repository.usni.ac.id/repository/47f076f8cc72a817e1fa4b0b8a2ad984.pdf

Andzani, D., Virgin, D., Pristica, B., & Dwihadiah, D. L. (2024). Analisis Peran Media Sosial dalam Proses Mediatisasi Politik: Perspektif Komunikasi Politik dan Partisipasi Publik. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 11(1), 1003–1011. https://doi.org/10.35794/JMBI.V11I1.55526

Ayudia, A. P., & Wulandari, S. S. (2021). Strategi Komunikasi Humas dalam Meningkatkan Citra Pemerintah Kota Probolinggo. Journal of Office Administration : Education and Practice, 1(2), 249–268. https://doi.org/10.26740/JOAEP.V1N2.P249-268

Azmi, N. A., Fathani, A. T., Sadayi, D. P., Fitriani, I., & Adiyaksa, M. R. (2021). Social Media Network Analysis (SNA): Identifikasi Komunikasi dan Penyebaran Informasi Melalui Media Sosial Twitter. JURNAL MEDIA INFORMATIKA BUDIDARMA, 5(4), 1422–1430. https://doi.org/10.30865/MIB.V5I4.3257

Berte, D. Z., Mahamid, F. A., & Affouneh, S. (2021). Internet Addiction and Perceived Self-Efficacy Among University Students. International Journal of Mental Health and Addiction, 19(1), 162–176. https://doi.org/10.1007/S11469-019-00160-8/METRICS

Cahyaningrum, D. (2021). Pemberantasan Mafia Tanah. Info Singkat: Kajian Singkat Terhadap Isu Aktual Dan Strategis, XII(23), 1–6. https://berkas.dpr.go.id/pusaka/files/info_singkat/Info Singkat-XIII-23-I-P3DI-Desember-2021-191.pdf

Cahyono, A. S. (2016). Pengaruh Media Sosial Terhadap Perubahan Sosial Masyarakat di Indonesia. Publiciana, 9(1), 140–157. https://doi.org/10.36563/publiciana.v9i1.79

Cahyono, M. R., & Fardila, U. A. (2021). Fungsi Komunikasi dan Motivasi Pengguna Tanda Tagar (#) di Media Sosial Indonesia. Islamic Communication Journal, 6(2), 191–210. https://doi.org/10.21580/ICJ.2021.6.2.7998

Dharmajaya, M. A., & Minangkabawi, H. (2024). Membangun Kepercayaan yang Berkelanjutan di Era Disruptif Komunikasi: Perspektif Media dan Komunikasi Digital. Jurnal Komunikasi, 18(2), 265–280. https://doi.org/10.20885/KOMUNIKASI.VOL18.ISS2.ART9

Fatmawati, D. (2021). Analisis Heurmeunitika Good Governance dalam Layanan Publik Terhadap Perkaban ATR/BPN Nomor 1 Tahun 2010 Tentang Standart Pelayanan dan Pengaturan Pertanahan. Jurnal Indonesia Sosial Teknologi, 2(05), 779–796. https://doi.org/10.59141/JIST.V2I05.149

Findayani, A. (2020). Peran Sosial Media dalam Penyampaian Informasi dan Kesiapsiagaan Masyarakat Menghadapi Covid-19 di Kota Semarang. Jurnal Geografi : Media Informasi Pengembangan Dan Profesi Kegeografian, 17(2), 63–69. https://doi.org/10.15294/jg.v17i2.24506

Fitri, S. (2017). Dampak Positif dan Negatif Sosial Media terhadap Perubahan Sosial Anak. Naturalistic: Jurnal Kajian Dan Penelitian Pendidikan Dan Pembelajaran, 1(2), 118–123. https://doi.org/10.35568/NATURALISTIC.V1I2.5

Ginting, K. A. B., & Trimurni, F. (2024). Komunikasi Kebijakan dalam Penyelesaian Konflik Agraria. Jurnal Kebijakan Publik, 15(4), 558–567. http://dx.doi.org/10.31258/jkp.v15i4.8616

Goeritman, H. I. N. (2021). Komunikasi Krisis Pemerintah Indonesia di Masa Pandemi Covid-19 melalui Media Sosial. Jurnal IPTEK-KOM (Jurnal Ilmu Pengetahuan Dan Teknologi Komunikasi), 23(1), 1–19. https://jurnal.kominfo.go.id/index.php/iptekkom/article/view/3918/1551

Gunawan, I. (2023). Indra Gunawan: Komunikasi Publik Penting Membangun Citra ATR/BPN. Majalah Agraria. https://www.majalahagraria.today/berita-kementerian/kementerian-atr-bpn/91410/indra-gunawan-komunikasi-publik-penting-membangun-citra-atr-bpn/

Habibah, A. F., & Irwansyah, I. (2021). Era Masyarakat Informasi sebagai Dampak Media Baru. Jurnal Teknologi Dan Sistem Informasi Bisnis, 3(2), 350–363. https://doi.org/10.47233/JTEKSIS.V3I2.255

Hakim, L., & Fadila, Y. H. B. (2022). Perencanaan Komunikasi Pemerintah Kota Kediri dalam Membangun Citra Walikota Perspektif Islam. KOMUNIDA : Media Komunikasi Dan Dakwah, 12(2), 156–175. https://doi.org/10.35905/KOMUNIDA.V12I2.2814

Helda, M., & Fatmawati, F. (2023). Tindak Tutur Ekspresif dalam Kolom Komentar Instagram. JURNAL KONFIKS, 10(1), 1–10. https://doi.org/10.26618/KONFIKS.V10I1.10835

Herawati, A. F., Yusuf, M., Cakranegara, A. P., Sampe, F., & Haryono, A. (2024). Social Media Marketing in the Promotion of Incubator Business Programs. Jurnal Darma Agung, 30(2), 623–633. https://doi.org/10.46930/OJSUDA.V30I2.2304

Honora, A., Chih, W. H., & Wang, K. Y. (2022). Managing Social Media Recovery: The Important Role of Service Recovery Transparency in Retaining Customers. Journal of Retailing and Consumer Services, 64, 102814. https://doi.org/10.1016/J.JRETCONSER.2021.102814

Huang, Y., & Wang, L. (2021). Political Values and Political Trust in the Digital Era: How Media Engagement Divides Chinese Netizens. International Journal of Sociology, 51(3), 197–217. https://doi.org/10.1080/00207659.2021.1881870

Istiqomah, I. P., Djumiarti, T., & Afrizal, T. (2022). Analisis Praktik Good Governance dalam Reformasi Manajemen Pelayanan Pertanahan pada Kantor Pertanahan Kota Semarang. Journal of Public Policy and Management Review, 11(4), 314–334. https://doi.org/10.14710/JPPMR.V11I4.36173

Jennisa, T. I., Rasyid, A., & Suyanto, S. (2023). Perencanaan Komunikasi Pembebasan Lahan Jalan Tol. Jurnal Kebijakan Publik, 14(2), 213–219. https://doi.org/10.31258/jkp.v14i2.8250

Kementerian Agraria dan Tata Ruang/Badan Pertanahan Nasional. (2022). Kementerian ATR/BPN Perluas Layanan Informasi Publik dengan Membangun PPID di Daerah. Kementerian Agraria Dan Tata Ruang/Badan Pertanahan Nasional. https://www.atrbpn.go.id/siaran-pers/detail/3916/kementerian-atrbpn-perluas-layanan-informasi-publik-dengan-membangun-ppid-di-daerah

Kurniawan, G. A., Wijayanti, V. R., Ramadhani, A., Finatalia, L., & Pristiani, Y. D. (2024). Sertifikat Tanah Sebagai Alat Politik: Perjanjian yang Dilanggar dan Kesenjangan Pekerjaan di Desa Sepawon. Prosiding Seminar Nasional Kesehatan, Sains Dan Pembelajaran, 3(1), 389–396. https://proceeding.unpkediri.ac.id/index.php/seinkesjar/article/view/4541

Kurniawati, K., Nilasari, B. M., Emilisa, N., & Rahayu, F. (2022). Strategi Pemasaran Iklan Digital dalam Pengambilan Keputusan Berbasis Online. JURNAL ABDIKARYASAKTI, 2(2), 137–150. https://doi.org/10.25105/JA.V2I2.14187

Kusumawati, E. (2023). Analysis of the Relationship Between the School Principal’s Visionary Leadership and Kindergarten Teachers’ Performance. Journal of Innovation in Educational and Cultural Research, 4(1), 89–97. https://doi.org/10.46843/JIECR.V4I1.526

Lee, S., Hameduddin, T., & Lee, G. R. (2023). Organizational Image and Employee Engagement: Exploring the Inter-Relationships Between Construed External Image and Perceived Organizational Identity. Https://Doi.Org/10.1177/02750740221147573, 53(2), 82–96. https://doi.org/10.1177/02750740221147573

Li, H., Meng, F., & Zhang, X. (2022). Are You Happy for Me? How Sharing Positive Tourism Experiences through Social Media Affects Posttrip Evaluations. Journal of Travel Research, 61(3), 477–492. https://doi.org/10.1177/0047287521995253/ASSET/IMAGES/LARGE/10.1177_0047287521995253-FIG6.JPEG

Maharani, I. A., & Ardhanariswar, K. A. (2024). Content Creator Strategies on Instagram Reels Account @Kumparancom to Boost Brand Engagement. Jurnal Komunikasi, 18(2), 280–290. https://doi.org/10.20885/KOMUNIKASI.VOL18.ISS2.ART10

Mamahit, J. E., & Pratiwi, A. (2022). Instagram Sebagai Media Alternatif dalam Konflik Agraria (Studi Kasus pada Akun Instagram @forumpancoranbersatu). EKSPRESI DAN PERSEPSI : JURNAL ILMU KOMUNIKASI, 5(2), 191–200. https://doi.org/10.33822/JEP.V5I2.4382

Mansoor, M. (2021). Citizens’ Trust in Government as a Function of Good Governance and Government Agency’s Provision of Quality Information on Social Media during COVID-19. Government Information Quarterly, 38(4), 101597. https://doi.org/10.1016/J.GIQ.2021.101597

Maryam, S., & Pangestu, A. P. (2020). Manajemen Krisis Humas Badan Meteorologi Klimatologi dan Geofisika dalam Mempertahankan Citra Perusahaan: Studi Kasus Peringatan Dini Tsunami Palu dan Tsunami Banten Tahun 2018. Ikon --Jurnal Ilmiah Ilmu Komunikasi, 24(2), 107–128. https://ojs.upi-yai.ac.id/index.php/IKON/article/view/1229

Navisa, F. D. (2023). Penerapan Tertib Administrasi dalam Pengadaan Tanah Demi Kepentingan Umum yang Berlandaskan Keadilan. PERAHU (PENERANGAN HUKUM) : JURNAL ILMU HUKUM, 11(2), 95–111. https://doi.org/10.51826/perahu.v11i2

Nurida, S., & Arianda, R. S. (2020). The Public Relation Communication Strategy of the Ministry of Agrarian and Spatial/The National Land Agency in Socializ Pendaftaran Tanah Sistematik Lengkap (PTSL). Jurnal Ilmu Pendidikan Muhammadiyah Kramat Jati, 1(2), 75–84. https://doi.org/10.55943/JIPMUKJT.V1I2.11

Okdilapera, R. R. (2023). Pengelolaan Media Sosial Instagram Sebagai Media Informasi Publik: Studi Deskriptif Kualitatif pada Humas Badan Pertanahan Nasional Kantor Wilayah Provinsi Jawa Barat [UIN Sunan Gunung Djati Bandung]. https://digilib.uinsgd.ac.id/66444/

Palangda, L., & Dame, J. M. (2020). Penerapan Prinsip Good Governance Terhadap Kualitas Pelayanan Publik. Public Policy ; Jurnal Aplikasi Kebijakan Publik Dan Bisnis, 1(2), 273–287. https://doi.org/10.51135/PUBLICPOLICY.V1.I2.P273-287

Patria, L. (2023). Mediatisasi Politik dan Personal Branding Agus Harimurti Yudhoyono Melalui Media Sosial Instagram. Da’watuna: Journal of Communication and Islamic Broadcasting, 3(4), 1269–1279. https://doi.org/10.47467/DAWATUNA.V3I4.3404

Peris, M., de la Barrera, U., Schoeps, K., & Montoya-Castilla, I. (2020). Psychological Risk Factors that Predict Social Networking and Internet Addiction in Adolescents. International Journal of Environmental Research and Public Health 2020, Vol. 17, Page 4598, 17(12), 4598. https://doi.org/10.3390/IJERPH17124598

Pradipta, W., & Rani, U. (2020). Penerapan Sistem Informasi (Komputerisasi Kegiatan Pertanahan) dalam Mencapai Good Governance pada Kementerian Agraria dan Tata Ruang/Badan Pertanahan Kota Magelang. Journal of Economics and Business Aseanomics, 5(2), 173–181. https://doi.org/10.33476/J.E.B.A.V5I2.1659

Pratama, R. W. (2022). Pola Komunikasi Petugas Program Pendaftaran Tanah Sistematis Lengkap (PTSL) di Kecamatan Wanayasa, Kabupaten Purwakarta [Universitas Pasundan]. http://repository.unpas.ac.id/58469/

Purwandini, F. P. (2017). Analisis Isi Opini Publik Tentang Kebijakan Pemerintah Pusat di Bidang Sosial, Ekonomi dan Budaya. Jurnal Komunika: Jurnal Komunikasi, Media Dan Informatika, 6(1), 65–74. https://doi.org/10.31504/KOMUNIKA.V6I1.1035

Putri, Y. A., Putera, R. E., & Rahayu, W. K. (2022). Inovasi Pelayanan Informasi melalui Aplikasi Sentuh Tanahku pada Kantor Pertanahan Kota Administrasi Jakarta Utara. Journal of Social and Policy Issues, 2(2), 86–94. https://doi.org/10.58835/JSPI.V2I2.45

Rafiq, A. (2020). Dampak Media Sosial terhadap Perubahan Sosial Suatu Masyarakat. Global Komunika : Jurnal Ilmu Sosial Dan Ilmu Politik, 3(1), 18–29. https://doi.org/10.33822/GK.V3I1.1704

Riski, A. (2020). Efektifitas Pengelolaan Layanan di Bidang Sengketa dan Konflik Melalui Siadulik dan Tim Teknis Adulik Pertanahan pada Kantor Pertanahan Kabupaten Seluma. https://ppsdm.atrbpn.go.id/mod/data/view.php?d=240&rid=22091

Salsabila, A. F., & Rehnaningtyas, R. (2024). Pengaruh Revolusi Industri 4.0 terhadap Hubungan Komunikasi Antarmanusia dalam Implikasi Perubahan Sosial di Era Digital. JURNAL PENDIDIKAN DAN ILMU SOSIAL (JUPENDIS), 2(1), 68–87. https://doi.org/10.54066/JUPENDIS.V2I1.1180

Sapioper, H. C. M., Flassy, M., & ilham, I. (2021). Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura. Jurnal Borneo Administrator, 17(1), 89–110. https://doi.org/10.24258/JBA.V17I1.769

Sukarni, N. F., Avondita, W., Islami, D. I., & Saifulloh, M. (2022). Personal Branding Agus Harimurti Yudhoyono Melalui Media Sosial Instagram @agusyudhoyono. Jurnal Cyber PR, 2(1), 25–48. https://doi.org/10.32509/cyberpr.v2i1.2124

Sun, Y., Jia, R., Razzaq, A., & Bao, Q. (2024). Social Network Platforms and Climate Change in China: Evidence from TikTok. Technological Forecasting and Social Change, 200, 123197. https://doi.org/10.1016/J.TECHFORE.2023.123197

Surijah, E. A., Kirana, C. T., Wahyuni, N. P. J. D., Yudi, P. C., & Astini, N. K. B. (2017). Membedah Instagram: Analisis Isi Media Sosial Pariwisata Bali. Intuisi : Jurnal Psikologi Ilmiah, 9(1), 1–17. https://doi.org/10.15294/INTUISI.V9I1.9560

Suryana, A. T., & Kirana, Z. (2022). Hubungan Kepemimpinan Kepala Madrasah dengan CItra Lembaga. Jurnal Isema : Islamic Educational Management, 7(2), 185–194. https://doi.org/10.15575/ISEMA.V7I2.19328

Syaefulloh, I., & Kamil, I. (2024). Pola Komunikasi Politik dalam Menarik Pemilih Pemula pada Pemilihan Presiden 2024 di Kabupaten Bandung. KOMUNIKA, 11(2), 75–83. https://doi.org/10.22236/komunika.v11i2.15144

Syafuddin, K. (2022). Analisis Jaringan Isu #percumalaporpolisi Sebagai Bentuk Rendahnya Kepercayaan Netizen Terhadap Kepolisian di Twitter. JIKA (Jurnal Ilmu Komunikasi Andalan), 5(1), 24–42. https://ejournal.unma.ac.id/index.php/jika/article/view/4129

Tran, D. Van, Nguyen, P. Van, Nguyen, A. T. C., Vrontis, D., & Dinh, P. U. (2024). Exploring the Influence of Government Social Media on Cybersecurity Compliance: Employee Attitudes, Motivation and Behaviors. Journal of Asia Business Studies, 18(1), 204–223. https://doi.org/10.1108/JABS-09-2023-0343/FULL/XML

Tsaqila, R., Suseno, A., & Mirza, M. (2023). Peran Media Sosial Instagram @kanwilbpnbanten Sebagai Pusat Informasi di Bidang Pertanahan (Studi Etnografi Virtual pada Akun Instagram @kanwilbpnbanten). Jurnal Ilmu Komunikasi, 2(1), 109–116. https://www.jurnalprisanicendekia.com/index.php/jbc/article/download/143/148

Venegas-Vera, A. V., Colbert, G. B., & Lerma, E. V. (2020). Positive and Negative Impact of Social Media in the COVID-19 Era. Reviews in Cardiovascular Medicine, 21(4), 561–564. https://doi.org/10.31083/j.rcm.2020.04.195

Wardana, A. F., Rares, J. J., & Dengo, S. (2021). Dampak Reformasi Birokrasi (Studi Tentang Restrukturisasi di Dinas Sosial Provinsi Sulawesi Utara). JURNAL ADMINISTRASI PUBLIK, 7(104), 1–10. https://ejournal.unsrat.ac.id/v3/index.php/JAP/article/view/33691

Widya, A. R. (2021). Meningkatkan Keterlibatan Publik secara Online pada Era Open Government di Media Sosial (Studi Analisis Isi Akun Instagram Badan Pusat Statistik). JURNAL IPTEKKOM Jurnal Ilmu Pengetahuan & Teknologi Informasi, 23(2), 185–198. https://doi.org/10.17933/IPTEKKOM.23.2.2021.185-198

Wismayanti, K. W. D., & Purnamaningsih, P. E. (2022). Penerapan Pelayanan Publik Berbasis E-Government dalam Program Layanan Perizinan Online (LAPERON) di DPMPTSP Kabupaten Badung. Jurnal Ilmiah Cakrawarti, 5(1), 45–56. https://doi.org/10.47532/JIC.V5I1.389

Wukich, C. (2021). Government Social Media Engagement Strategies and Public Roles. Public Performance & Management Review, 44(1), 187–215. https://doi.org/10.1080/15309576.2020.1851266

Yanuariza, Y. V., & Novitaningtyas, I. (2021). Kualitas Pelayanan Program Pendaftaran Tanah Sistematis Lengkap pada Kantor Pertanahan Kabupaten Sleman. JPAP: Jurnal Penelitian Administrasi Publik, 7(2), 104–115. https://doi.org/10.30996/JPAP.V7I2.3650

Yavetz, G., & Aharony, N. (2020). Social Media in Government Offices: Usage and Strategies. Aslib Journal of Information Management, 72(4), 445–462. https://doi.org/10.1108/AJIM-11-2019-0313/FULL/XML

Yuan, Y. P., Dwivedi, Y. K., Tan, G. W. H., Cham, T. H., Ooi, K. B., Aw, E. C. X., & Currie, W. (2023). Government Digital Transformation: Understanding the Role of Government Social Media. Government Information Quarterly, 40(1), 101775. https://doi.org/10.1016/J.GIQ.2022.101775




DOI: http://dx.doi.org/10.31258/jkp.v16i3.8864

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Jurnal Kebijakan Publik

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.