Digital Public Relations Program Management to Improving Customer Service Quality
Digital public relations are a new concept adopted in state corporate management. With form Customer Service Implementation Units (UP3), there is a numbers staff team that manages corporate media social accounts with different expertise backgrounds. Hence, it is important to establish engagement sta...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Paragraphs Media Publishing
2023-03-01
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| Series: | Paragraphs Communication Update |
| Subjects: | |
| Online Access: | https://theparagraphs.org/article/doi/10.59260/pcommu.2023.13253006 |
| _version_ | 1797357075231145984 |
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| author | Dhea Vani Safli Anindita Susilo Melly Ridaryanthi |
| author_facet | Dhea Vani Safli Anindita Susilo Melly Ridaryanthi |
| author_sort | Dhea Vani Safli |
| collection | DOAJ |
| description | Digital public relations are a new concept adopted in state corporate management. With form Customer Service Implementation Units (UP3), there is a numbers staff team that manages corporate media social accounts with different expertise backgrounds. Hence, it is important to establish engagement standards for digital public relations for improving high-quality service outreach to consumers. This study aimed to identify the digital public relations program of electricity state corporate with a case study on a branch unit in Banten. There were four informants selected through the purposive sampling method, and data were analyzed based on the following steps: data reduction, data display, and data verification. The results indicate the unit branch performs five (5) stages; problem analysis, plotting planning action, communication action, and evaluation. All stages are implemented in digital public relations for developing engagement strategies on dialog forums with a core focus on crisis mitigation and education campaign. Incorporating analysis tools such as SOAR or SWOT in digital public relations management evaluation programs could provide holistic improvement. |
| first_indexed | 2024-03-08T14:39:13Z |
| format | Article |
| id | doaj.art-37f8edf54b2d4e8b8294be030bfaa4cd |
| institution | Directory Open Access Journal |
| issn | 2959-6025 |
| language | English |
| last_indexed | 2024-03-08T14:39:13Z |
| publishDate | 2023-03-01 |
| publisher | Paragraphs Media Publishing |
| record_format | Article |
| series | Paragraphs Communication Update |
| spelling | doaj.art-37f8edf54b2d4e8b8294be030bfaa4cd2024-01-11T23:06:34ZengParagraphs Media PublishingParagraphs Communication Update2959-60252023-03-01Volume 1132510.59260/pcommu.2023.13253006Digital Public Relations Program Management to Improving Customer Service QualityDhea Vani Safli0 Anindita Susilo1Melly Ridaryanthi2Faculty of Communication Sciences, Mercu Buana UniversityFaculty of Communication Sciences, Mercu Buana UniversityFaculty of Communication Sciences, Mercu Buana UniversityDigital public relations are a new concept adopted in state corporate management. With form Customer Service Implementation Units (UP3), there is a numbers staff team that manages corporate media social accounts with different expertise backgrounds. Hence, it is important to establish engagement standards for digital public relations for improving high-quality service outreach to consumers. This study aimed to identify the digital public relations program of electricity state corporate with a case study on a branch unit in Banten. There were four informants selected through the purposive sampling method, and data were analyzed based on the following steps: data reduction, data display, and data verification. The results indicate the unit branch performs five (5) stages; problem analysis, plotting planning action, communication action, and evaluation. All stages are implemented in digital public relations for developing engagement strategies on dialog forums with a core focus on crisis mitigation and education campaign. Incorporating analysis tools such as SOAR or SWOT in digital public relations management evaluation programs could provide holistic improvement.https://theparagraphs.org/article/doi/10.59260/pcommu.2023.13253006digital public relationssocial mediacommunicationcustomers service |
| spellingShingle | Dhea Vani Safli Anindita Susilo Melly Ridaryanthi Digital Public Relations Program Management to Improving Customer Service Quality Paragraphs Communication Update digital public relations social media communication customers service |
| title | Digital Public Relations Program Management to Improving Customer Service Quality |
| title_full | Digital Public Relations Program Management to Improving Customer Service Quality |
| title_fullStr | Digital Public Relations Program Management to Improving Customer Service Quality |
| title_full_unstemmed | Digital Public Relations Program Management to Improving Customer Service Quality |
| title_short | Digital Public Relations Program Management to Improving Customer Service Quality |
| title_sort | digital public relations program management to improving customer service quality |
| topic | digital public relations social media communication customers service |
| url | https://theparagraphs.org/article/doi/10.59260/pcommu.2023.13253006 |
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