PUBLIC INFORMATION SERVICES THROUGH SOCIAL MEDIA IN MALANG CITY

Studies and research data collected by HootSuite in 2020 stated that Indonesia's population was 272.1 million, of which 175.5 million were internet users and another 160 million were active social media users. There are 130 million Facebook users and 63 million Instagram users in Indonesia. Seeing this potential, the government has made social media a platform for providing public services. This research aims to describe and analyze Public Information Services via Social Media at the Malang City Communication and Information Service. The theory used is the theory of George C. Edward (Edward III). This research method uses qualitative methods. His research focuses on strategies for designing messages, management implementation steps, management mechanisms, and ethics in managing social media. The research location is at the Malang City Communication and Informatics Service Office, with primary and secondary data sources and data collection techniques, namely observation, interviews, and documentation. The technique for collecting informants was purposive sampling and snowball sampling. Data analysis techniques, namely data collection, data condensation, data presentation, and concluding and testing the validity of the data, namely extension of participation, persistence of observation, and triangulation. As a result, the Malang City Communication and Information Service has implemented East Java Governor Regulation Number 18 of 2016 well. Due to support from the Mayor of Malang and Regional Apparatus Organizations, it is easy to access the internet in Malang City, human resources are placed according to expertise, and equipment resources are equipped.