PENGEMBANGAN STRATEGI KOMUNIKASI PELAYANAN PUBLIK PERPUSTAKAAN USU MELALUI PEMANFAATAN MEDIA SOSIAL

Abstract

Social media has become a phenomenon that dominates modern communication and is adopted by various sectors, including public services in libraries. The aim of this research is to analyze the use of social media as a means of communicating public services in the University of North Sumatra (USU) library. The theory used is public service communication, digital media and the use of social media. The research method used is a case study with a qualitative approach. Data was collected through interviews with library staff involved in social media management and content analysis from the library’s official social media platforms as well as users. The research results show that social media has opened up new opportunities in increasing engagement and providing effective communication channels between libraries and library social media users. USU. The use of
social media in USU’s public library services has had positive impacts, such as increasing access to information, promotion of collections, and user participation in library activities. However, challenges such as consistent content management and protecting user privacy also need to be addressed. Therefore, libraries need to continue to develop innovative
communication strategies and strengthen their presence on social media to ensure efficient and responsive public service provision.