Pemanfaatan Akun Tiktok @jakartakotakita Sebagai Strategi Komunikasi Digital Diskominfotik DKI Jakarta dalam Membangun Kepercayaan Publik

Abstract

This study aims to describe and analyze the digital communication strategy of the Department of Communication, Information, and Statistics (Diskominfotik) of DKI Jakarta through the TikTok account @jakartakotakita in building public trust. A qualitative descriptive approach with constructivism paradigm was employed. Data were collected through observation, in-depth interviews, and documentation. Two theoretical frameworks were applied: The Circular Model of SoMe (Regina Luttrell) comprising Share, Optimize, Manage, and Engage stages; and Trust Theory (Mayer, Davis & Schoorman) covering Ability, Benevolence, and Integrity dimensions. Findings reveal that @jakartakotakita's digital communication strategy is systematically implemented with content rooted in the Governor's vision and mission. Among the three trust dimensions, Benevolence was most prominent, evidenced by high follower loyalty stemming from the perceived genuine concern for citizens' daily needs. However, the Integrity dimension requires further strengthening, particularly regarding consistent responses to public comments and corrections.