An integrated Assessment System of Citizen Reaction towards Local Government Social Media Accounts

Document Type: Research Paper

Authors

1 Assistant Prof., Department of Information Systems, Institute Technology Sepuluh Nopember Surabaya, Indonesia.

2 BSc., Department of Information Systems, Institute Technology Sepuluh Nopember Surabaya, Indonesia.

Abstract

Agovernmentshouldusesocialmediaforcommunicatingwithitscitizen.Theengagement index score is one of the methods for assessing the rate of governmental success in using social media as a tool in establishing interactive relationships with its citizen. In general, the engagement index score is obtained by calculating the number of posts, number of likes and comments, and so forth on a single social media account. Therefore, we propose an integrated engagement index score for three social media: Facebook, Youtube and Twitter. In this work, we carry out a study for local governments in Indonesia. The engagement index score was adopted from the previous research. However, we modified the formula to get a better distribution score.Our modified formula generates the same ranking sequences with previous research.Also, Facebook and Youtubes’ reaction are considered in this work to analyzes the quality of sentiments to a Facebook fan page and Youtube channel of localgovernments.

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