STRATEGI KOMUNIKASI PUBLIK DALAM MENDUKUNG INOVASI PELAYANAN KEIMIGRASIAN BERBASIS DIGITAL: SYSTEMATIC LITERATURE REVIEW
DOI:
https://doi.org/10.23969/jp.v11i3.65727Keywords:
public communication, public service, digital service innovation systematic literature review, immigrationAbstract
Digital immigration service innovations depend not only on technological readiness but also on an agency's ability to communicate service information to the public in a manner that is clear, credible, accessible, and tailored to audience characteristics. This study aims to analyze the public communication strategy patterns used to support digital immigration service innovations, the dominant characteristics of channels and messages, and the factors facilitating or hindering communication effectiveness. A systematic literature review (SLR) method was employed, utilizing 25 articles as the final analysis corpus. Literature was sourced via Google Scholar and Semantic Scholar using keywords related to public communication strategies, public service innovation, and immigration services. Articles were selected based on topic relevance, publication year, language, full-text availability, and alignment with research questions, followed by a thematic synthesis. The synthesis revealed four key patterns: the use of official and credible sources; the formulation of clear, actionable messages; the integration of digital and conventional channels; and the tailoring of communication to the public's characteristics and digital literacy levels. The literature further indicates that communication effectiveness is influenced by information quality, channel interactivity, human resource readiness, infrastructure, technical capabilities, and the intensity of outreach efforts. Consequently, public communication should be positioned as a strategic component of implementing digital immigration service innovations, rather than merely an activity for disseminating information.
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